Contents
Product Overview... 1
Benefits ... 1
Architecture ... 2
Before You Begin ... 3
System Requirements... 3
Connecting your Phone System to the UX5000 CallAnalyst ... 4
Installing UX5000 CallAnalyst ... 5
Installing the UX5000 CallAnalyst Server... 6
Installing Web Reports ... 22
Prerequisite ... 22
Installing CallAlert!... 29
Installing Remote Site Software... 32
Installing the Network Client Utility ... 34
Configuring the Multi Site Configurator ... 40
Configuring Multi Site Configurator... 40
Configuring UX5000 CallAnalyst Database... 44
Configuring Administrator’s Email ... 45
Configuring the Archive and Restore Directory ... 46
Configuring the Remote Site Software... 47
Configuring Service Parameters... 49
O&M Connection Set Up... 50
Monitoring Site Performance ... 53
Configuring and Testing the Serial Port... 60
To configure and test the serial port: ... 60
Guided Process ... 61
Product Overview
UX5000 CallAnalyst is the industry’s fastest growing call tracking and management solution for small to mid-sized businesses. This award-winning application quickly generates detailed or sum-mary call reports on local and long distance phone use. Powerful and simple to use, UX5000 CallAnalyst lets you measure productivity, manage costs, monitor fraud calls and create billings. Compatible with most IP or traditional phone switches, UX5000 CallAnalyst brings enterprise-level functionality to growing organizations for a fraction of the typical cost.
Benefits
• Quickly monitor agent productivity and make adjustments as needed to increase profitability. Automatically email daily call reports to representatives so that they can immediately measure their performance against department goals.
• Tracks inbound and outbound calls in real time and identify incoming callers using VoIP or traditional phone lines. A simple point and click shows detailed or summary information of reports including call traffic by date/time, agent and workgroup, type and carrier, VoIP and web call, as well as dropped calls.
• Detects fraudulent phone activity. Tracks questionable inbound and outbound calls, helping you to quickly detect problems and avert risks.
• Bill the calls your client should pay for with flexible billing reports that quickly calculate usage and cost by client, tenant and partner. Run only one report to generate a bill or invoice.
• Schedule reports to run over a 24-hour period accommodating overnight shifts.
Figure 1- Architecture of UX5000 CallAnalyst
Before You Begin
This chapter includes information to help you prepare to install UX5000 CallAnalyst. Ensure that the following hardware and software requirements are met before you proceed to install the UX5000 CallAnalyst.
System Requirements
Server Side Requirements Hardware:
• Pentium IV with 512 MB RAM • 1 GB of free hard disk space
• VGA monitor 800 X 600 (recommended SVGA monitor 1024X 768 resolution) • Network Interface card (NIC)
• CD-ROM drive (if using CD for installation)
• Serial port and RS-232 cable (if data source is a serial connection to PBX) • Printer if you want to print reports
Operating Systems supported:
• Windows 2000 Professional with SP 4, Windows XP Professional with SP 2 or Windows 2003 Server with SP 2, Windows Vista Business Edition
Software:
• Database Server
Microsoft SQL Server 2005
Microsoft SQL Server Express 2005 (SP2 or later service pack required) MS-SQL Server 2000 (SP 4 or later service pack required)
MSDE
NOTE: Microsoft does not recommend or support MSDE on Vista platforms
• Microsoft Internet Explorer version 6.0 or above
• Internet Information Services (IIS). If you intend to install Web Reports.
Client Side Requirements Hardware:
• Pentium III with 256 MB RAM
• Minimum of 500 MB space available on the hard disk
• Network card, Serial port & RS-232 cable (if data source is a serial connection to PBX) • CD-ROM
Operating Systems supported:
The Call Data Manager (CDM) application is the communication program that UX5000 CallAnalyst uses to collect the call records sent from the serial port or the TCP/IP.
NOTE: To retrieve call records via TCP/IP ports a device such as Lantronix can be used to
convert serial to TCP, such devices must be provided/configured separately.
UX5000 CallAnalyst Server requires that the following be set in order for the CDM to collect the information correctly.
Installing UX5000 CallAnalyst
This section includes the information you need to install UX5000 CallAnalyst.
NOTE: You must uninstall any previous version of UX5000 CallAnalyst installed on your
system. It is recommended that you close all the programs running on Windows before you begin the installation.
Two types of installations are available in the UX5000 CallAnalyst installation pack:
Server Components:
This installation type allows you to install:
• UX5000 CallAnalyst Server: One set of UX5000 CallAnalyst data collection, reporting, automation components and tools
• Web Reports: A utility used for viewing UX5000 CallAnalyst reports using a web browser • CallAlert!: Helps you monitor phone abuse and can be installed on any client PC over a
TCP/IP network
• Remote Site Software: A utility program to stream CDR data from a serial source to UX5000 CallAnalyst over the LAN
Network Client:
This application allows you to access UX5000 CallAnalyst from any PC on the network. The UX5000 CallAnalyst Installer pack also contains other third party software such as:
• SQL Express 2005
• Adobe Acrobat Reader 5.0 • .Net Framework 2.0
• ChartFX Full version for charts view using the “Web Reports” option in a browser such as Internet Explorer.
The serial number for Chart FX 6.0 is delivered to you via a confirmation email when you
The UX CallAnalyst splash screen appears.
Figure 2- UX CallAnalyst Splash screen
3. Click Next.
Figure 3- UX5000 CallAnalyst Installation Type
4. In the Installation Type window, select the Server Components radio button to install the UX5000 CallAnalyst Server Components. Click Next.
The UX5000 CallAnalyst Select Installation Path window appears.
Figure 5: Select server component
6. Select the components you wish to install by selecting the respective check boxes.
Figure 6: Selected server components
7. Click Next. The Checking Prerequisites window appears.
Figure 7: Checking prerequisites
8. If the prerequisites are not found installed on your system “Not Installed” appears in the Status column. These prerequisites are available in the installation package and can be downloaded from the Web. The Status column in Checking Prerequisites screen shows Installed if all the prerequisites are installed.
9. Select the Install MS SQL Express 2005 radio button if you do not want to use the SQL server that you may have on your network.
Or
Select the Use an existing SQL DB Server if you want to use the SQL server that you have on your network.
10. Click Install to install the prerequisite applications. (Clicking on Install will install the necessary prerequisites first and then continues to install the selected components). Required Prerequisites will be installed for the selected components.
NOTE: During SQL Express 2005 installation, select Mixed mode Authentication when
on Next proceeds installation for the selected components.
Figure 9: Prerequisites installed
13. Click Next. The UX5000 CallAnalyst Setup window appears.
To be able to reference a database to the application, the database settings need to be configured. You have the option of choosing a local or a remote MS SQL server.
14. In the Please select the SQL Server group, select the SQL Server from the drop-down list. 15. In the Connection Parameters group, type the Login ID, Password, and click Next, the
Database Install Options window appears.
Figure 11: Configuring the database tables
16. Select New database and type a valid name and click Next OR
Select Existing database and then select the database name from the drop-down list if; you are using an existing database and click Next. A window showing the progress bar of Importing Bootstrap Data files appears.
NOTE: If the database server being used is SQL Server Express 2005, ensure that the PC
Figure 12: Importing Bootstrap Data: SQL
A window showing the progress bar of Processing PostData SQL files appears.
17. Click Done, after the database installation is complete. An alert appears indicating the completion of database installation.
Figure 14: Database installation complete
18. Click OK. The UX5000 CallAnalyst Archive/Restore Setup window appears.
Figure 15: Archive/Restore Directory Setup
19. Click Save to keep the default path or click Browse to specify a different path and then click
Save. This will create a directory to save Archived UX5000 CallAnalyst data.
The Configure Service Parameter window appears.
Figure 16: Configure Service Parameters
20. Type Domain/Workgroup Name, User Name, Password.
TIP: To know User name and Domain/Workgroup name of your PC, right-click on My Computer>Properties. In the System Properties window, click Computer Name Tab
21. Select User is a member of Domain check box if, the user is a member of domain. 22. Click Save. The process of installing CallAlert! starts.
Figure 17: Installing CallAlert!
23. After the CallAlert! files are copied the Load CallAlarm At Boot window appears.
Figure 18: Load CallAlarm at Boot
24. Click Yes. The Configure UX5000 CallAnalyst Database window appears.
Figure 19: Configure UX5000 CallAnalyst Database
25. Enter the Server Name, Database, User ID and Password to connect to the database. 26. Click Test Configuration and then click Save.
The ConfigureDB window appears mentioning the successful testing of the database connection.
Figure 20: Configure Database: Database connection tested
Figure 21: Configure Database
28. DSN created Installation of CallAlert! component is complete.
The process of installing Web Reports starts. A window showing the progress bar of installation appears.
Figure 22: Installation of Web Reports progress
29. ChartFX 6.0 a third party applications is required to generate Web Reports. If this application is not installed on your computer or if an older version is found, installer will prompt you to install ChartFX 6.0.
Figure 23: Install ChartFX application
Figure 24: ChartFX installer
31. After initializing the setup files, the following window to enter the serial number appears.
Figure 25: ChartFX Enter Serial Number
Figure 26: Crystal Reports Merge Modules Installation Address
33. Click Next. The Confirm Installation window appears.
Figure 27: Crystal Reports Merge Modules Confirm Installation
Figure 28: Progress bar of installation
35. After the installation is complete, click Next. The Installation Complete window appears.
Figure 29: Installation Complete
Figure 30: Web Reports Core Components Setup
37. Click Next. The Select Installation Address window appears.
Figure 31: Select Installation Address
Figure 32: Installing Web Reports Core Components
39. Click Next. The Installation Complete window appears
Figure 33: Web Reports Core Components Installation Complete
40. Click Close to exit the installation of Web Reports. The process of installing Remote Site
Figure 34: Installing Remote Site Software
41. After the process of installing Remote Site Software is complete. The UX5000 CallAnalyst Installation Complete window appears.
NOTE: The URL to access Web Reports is http://<IP address of CA
server>/CAWebReports/login.aspx
42. Click Finish to exit the installation of Remote Site Software. Installation of the UX5000 CallAnalyst Server components is complete!
Note: See section Installing Web Reports, Installing CallAlert! and Installing Remote Site
Software to install these server components of the UX5000 CallAnalyst Server, if they have not been installed earlier.
• Installed and started the Microsoft Internet Information Server Version 6.0 (IIS) • The basic knowledge of IIS
The serial number for Chart FX 6.0 is delivered to you via a confirmation email when you
requested for a copy. You can contact Software FX, Inc by email at
[email protected]
to obtain serial number. Proof of purchase may be required.To install the Web Reports application
1. Double-click UX5000_CallAnalyst_Setup.exe Or
Start/Run the NEC>UX CallAnalyst installation from the NEC installer
Figure 35: Web Reports component selection
2. Select Web Reports check box and click Next.
Figure 36: Initializing Web Reports Installation
3. After initializing the Installing window appears that shows the progress of installation
Figure 37: Copying installation files
4. After the files are copied, installer searches for ChartFX application required for installing Web Reports. If this application is not found on your system, a setup window alerting the requirement appears.
Figure 38: Install ChartFX application
Figure 39: ChartFX installer
6. After initializing the setup files, the following window to enter the serial number appears.
Figure 40: ChartFX Enter Serial Number
Figure 41: Crystal Reports Merge Modules Installation Address
8. Click Next. The Confirm Installation window appears.
Figure 42: Crystal Reports Merge Modules Confirm Installation
10. After the installation is complete, the Installation Complete window appears.
Figure 43: Installation Complete
Figure 44: Web Reports Core Components Setup
12. Click Next. The Select Installation Address window appears.
Figure 45: Select Installation Address
14. Click Close. The UX5000 CallAnalyst Installation complete window appears.
Installing CallAlert!
The CallAlert! installation allows you to install CallAlert! on any PC on the (LAN) network with TCP/IP enabled. CallAlert helps you monitor phone abuse. Multi Site Recording Call Data Manager (MSRCDM) communicates with the CallAlert and generates alarms when certain conditions are met. CallAlert! can be installed on the same PC on which the UX5000 CallAnalyst server is installed.
NOTE: You can install CallAlert on more than one machine for UX5000 CallAnalyst Server
Version
This section describes the procedure to install CallAlert!
To Install CallAlert!
1. Double-click UX5000_CallAnalyst_Setup.exe Or
Start/Run the NEC>UX5000 CallAnalyst installation from the NEC installer. The setup
window appears.
Figure 46: Select components: CallAlert!
3. On completion of the copying process, the following message appears.
4. On completion of the registering DLLs process, the Load Alarm At Boot window appears.
Figure 47: Load Call Alarm At Boot
5. Click Yes if you wish to load CallAlarm every time you start the computer. The Configure UX5000 CallAnalyst Database window appears.
Figure 48: Configure UX5000 CallAnalyst Database
6. Enter the Server Name, Database, User ID and Password to connect to the database. 7. Click Test Configuration and then click Save. The ConfigureDB window appears
8. Click OK, Data Source Network will be created automatically. The ConfigureDB window with the message DSN (Data Source Network) created successfully appears.
9. Click OK, the installation completed window appears.
Figure 49; CallAlert! Installation Complete
This section describes the procedure to install Remote Site Software
To install the Remote Site Software
1. Double-click UX5000_CallAnalyst_Setup.exe OR Start/Run the NEC>UX5000 CallAnalyst installation from the NEC installer. The UX5000 CallAnalyst setup window appears.
Figure 50: Select Remote Site Software Component
2. In the UX5000 CallAnalyst Setup window, select the Remote Site Software check box and click Next. The Copying files progress bar appears.
Figure 51: Remote Site Software Installation Progress
4. On completion of registering the DLLs, the Installation Complete window appears.
Figure 52: Remote Site Software Installation Complete
Figure 53: Existing Installation of UX5000 CallAnalyst Server
Click Finish to exit the installation.
To Install the Network Client utility
Figure 54: UX CallAnalyst Splash Screen
2. Click Next, the UX5000 CallAnalyst Setup Installation Type window appears.
Figure 55: Installation Type: Network Client
4. After the installing process, the following message appears.
5. The Select UX5000 CallAnalyst Network Path window appears. prompting you to select the network path of UX5000 CallAnalyst Server installation (ca.exe) on the network
Figure 56: Select UX5000 CallAnalyst Network Path
• The MSR Call Data Manager is not loaded on the local PC for a Network Client
installation. The Network Client connects to a UX5000 CallAnalyst Server installation via a mapped network drive.
• The UX5000 CallAnalyst Server installation synchronizes call records with the Network Client allowing you to remotely administer the Server.
NOTE: Use the Universal Naming Convention (UNC) to enter the network path. Ensure you
are given full access rights to install the folder on the server.
Figure 57: Configure UX5000 CallAnalyst Database
7. Enter the Server Name, Database, User ID and Password to connect to the database. Click Test Configuration and then click Save. The ConfigureDB window appears mentioning the successful testing of the database connection.
8. Click OK, Data Source Network will be created automatically. The ConfigureDB window with the message DSN (Data Source Network) created successfully appears.
Figure 58: Network Client installation complete
• To configure and test the Multi Site Reporting Call Data Manager, refer
Appendix A
at the end of this guide.Configuring Multi Site Configurator
To configure MSRCDM
• From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Multi Site
Configuration. The Multi Site Configuration window appears.
Figure 59: Multi Site Configuration
• Sites Pane - Select the site code for which you want to configure the Call Data Manager. You can add or delete a site, if required. Use the buttons below the Sites Pane.
• Site code - The site code and the site name appear in the Site Code and the Site Name text boxes respectively.
• Phone System - From the Phone System drop-down list, select your phone system and SMDR format.
• Call Data Source pane - Comm Port or TCP/IP are the connection methods primarily used to collect CDR data. External DB, Web (URL) and Log file are used to store the call information after the call is over. For more information see section Call Data Source
Details.
• Port – Select the serial port to which you want to connect the PBX CDR serial port. • Communication Settings:
Baud - Select the transmission rate in bits per second
Parity - Select how the system should use the parity bit to select the errors. The default value is Even. All computers do not support Mark and Space.
Data Bits - Select the number of data bits in a character. The valid values for data bits are in the range 5 through 8.
Stop Bits - Select the number of stop bits that define the end of a character. The valid values for stop bits are 1, 1.5 and 2. If the baud rate is 110, then the default value is 2; otherwise the default value is 1. Not all computers support the value 1.5.
Note: All the Comm Settings above should match those on the PBX CDR serial port
Configure– Click this button to configure the serial port using the configuration tool. To configure and test the Multi Site Reporting Call Data Manager, see section
Appendix A, at the end of this guide.
• Advanced Options pane, select any or all of the following options:
Dialed number in call data output includes the trunk access code prefix: Select this option, to dial a digit (such as 8 or 9) to access a trunk line. You need to select this option only if your phone system prefixes this access digit to the phone number in the data output by the phone system. (91800XXXXXXX).
Discard extra digits dialed after phone number: Select this option to show any extra digits dialed after the phone number. For example, digits dialed to access a phone card or for automated phone systems (DTMF digits).
Member of a multi-site installation: Select this option, to use the installation of the UX5000 CallAnalyst as a part of the multi-site installation. If you select this option, then you need to enter a site code.
Collate call records: Select this option to combine all legs of a call into one call record. Certain switches give the different legs of a single call in multiple lines. Checking this option will collate these legs into a single call record.
Long distance calls are not prefixed with ‘1’:Select this option if applicable to call data records.
Local Area Code: Enter your local area code (such as 503). This area code is tagged with all the local calls and is useful in generating reports.
Other Toll Free Area Codes: Enter your toll free area codes (such as 503). This code is tagged with all toll free or long distance calls and useful in generating reports.
This port is mainly used for receiving data from local computer. It cannot receive data from remote locations.
Receive TCP Port Number: Type the Transfer Control Protocol (TCP) port number of the DM, where it will receive the call data records from MSRCDM. You can use port number between 2000 and 65536, except 15000, 15001 and 15002. The value 0 is invalid and values 15000, 15001 and 15002 are reserved port numbers.
This port is mainly used for receiving data mainly from remote locations. The value for this port number should not be same as UDP Port number.
Send CDR to remote DM? : Select this option, if you want your local DM to transmit the Call Data Records to the remote DM. Once you select this option, type the remote DM IP address and the port number in the respective text boxes.
Call Data Source Details External DB Settings
1. In the Data Source DSN text box, type the data source name to connect to an existing database.
2. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in minutes) after which the call data should be retrieved from this data source and stored.
Web (URL) Settings
1. In the Data Source (URL) text box, type the web address of the site, where the call records are stored.
2. The format should be http://<server_name>/<logfile_name>?<userlogin>, <password>. For example, http://10.1.1.2/d1.txt? Administrator,0000.
NOTE: User login and password are the authentication to access call data within the switch.
3. In the Local filename to store data from URL, select the filename in your machine where you want to store the call data records. For example, C:\CAURLdump\dumphere.txt. 4. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in
minutes) after which the call data should be retrieved from this site and stored. 5. To test the validity of the site address, click Test.
Log File Settings
1. In the Data Source Log File text box, type the log file (along with the path), where the call records are stored. To select the log file, click Browse.
2. In the Data Request Interval (max. 7 day equivalent) text box, type the time interval (in minutes) after which the call data should be retrieved from log file and stored.
TCP/IP settings:
2. In the Port Number text box, type the port number to which you want to connect the Remote Site Software.
CallAnalyst>Tools>Configure CA Database. The Configure UX5000 CallAnalyst Server
Database appears.
Figure 60: Configure UX5000 CallAnalyst Database
2. Type the Server Name and the Database Name. 3. Type the User ID and the Password.
4. Click Test Configuration, to test the connection to the database. 5. Click Save, to save the configuration.
Configuring Administrator’s Email
To send an email to the Administrator, a simple configuration is required. The exchange server should be accessible and functioning correctly for the Administrator to receive the mail.
To set the email address of the Administrator
1. From the Windows task bar click Start>Programs>NEC>UX
CallAnalyst>Tools>Configure Administrator Email. The Configure Admin Email window
appears.
Figure 61: Configure the Administrator Email
2. In the Administrator Email text box, type the mail address of the Administrator. 3. Click Save.
Whenever the license limit (i.e., license for number of extensions) is violated, the process MSAdvPrs.exe sends an email to this email address.
NOTE: The process MSAdvPrs.exe can send the mail, only when the Administrator is logged
Archive/Restore Setup window appears.
Figure 62: Configure the Archive and Restore Directory
2. In the Archive/Restore directory text box, type the directory name along with the machine name (that resides on the network) and the path. For example, \\M1\C$\Temp, where Temp is the directory and M1 is the machine name.
3. Click Save.
Configuring the Remote Site Software
It is possible that the PBX you need is not co-located with the PC on which UX5000 CallAnalyst Server is installed. Some PBXs may not provide SMDR data over a serial port but provide it over a LAN port by connecting as a TCP/IP client to a TCP/IP Server.
Remote Site Software is a utility program that can act as a “proxy” between the UX5000 CallAnalyst server PC and the PBX in such cases. It will then need to be installed on a PC separate from the UX5000 CallAnalyst PC. The PC that Remote Site Software is installed on should be connected to the network as well as to the PBX via the COM port on the PC using a serial cable. The serial cable can be obtained from your PBX vendor.
To configure the Remote Site Software (Remote Site Software) to communicate with the UX5000 CallAnalyst Server:
1. From the Windows task bar, click Start>Programs>NEC>UX CallAnalyst>Remote Site
Software. The Remote Site Software starts running and the icon appears in the Windows system tray.
2. From Windows system tray, right-click on the icon.
3. In the popup box, click Disable Remote Site Software. This will disable Remote Site Software and icon appears in the Windows system tray.
4. Right-click on the icon, in the popup box click Setup. The Remote Site Software Configuration window appears.
Figure 63: Configuring the Remote Site Software
Comm Port Details: Allows you to configure the serial communications port. Do the following:
In the TCP pane, select the serial port on the PC to which you want to connect the
PBX (e.g. “COM1”)
6. In the pop-up box, click Enable Remote Site Software.
NOTE: If you want to configure the serial port using the configuration tool of UX5000
Configuring Service Parameters
For your Windows NT Services to access the mail services and other network services, you need to start your Windows NT Services under the user account. These service parameters are used to run UX5000 CallAnalyst Scheduler and the Multi Site Process Manager service, after you install the UX5000 CallAnalyst.
To configure service parameters
1. From the Windows task bar click Start>Programs>NEC>UX
CallAnalyst>Tools>Configure Service Parameters. The Configure Service Parameters
window appears.
Figure 64: Configuring the Service Parameters
2. In the Domain/Workgroup Name text box, enter you domain or the workgroup name. These names are stored under the Network Identification tab of “My Computer” properties. 3. In the User Name text box, enter your Windows user name.
4. In the Password text box, enter your password.
5. If you are member of a domain, select the User is a member of Domain check box 6. Click Save.
NOTE: Whenever you open the Configure Service Parameters window, the password
Figure 65: O&M Connection Setup
2. On the screen shown above, enter the details for the IP Address, Port number, username and password for the PBX and save the data by selecting the Save button. Then try testing the connectivity by selecting the Test button. If the status column in the table displays a success message, then you could start the service for automatic synchronization by selecting the Start button.
Note: Clicking on the Save button will also save the value of the Poll Interval in the
configuration file.
3. Once the service has started, it registers each site configured from the Multi Site
Configurator and searches for extension names and extension numbers on those sites. All extension names and numbers found in the PBX O&M database are then written into the UX5000 CallAnalyst database table.
4. The Poll Interval text box stores the interval after which the PBX will be polled again for extension names and numbers by the service. By default, this value is set to 12 hours. You may adjust the polling interval to an appropriate value by changing the duration in this area. 5. The ‘Overwrite manually configured values in case of conflicts’ checkbox overwrites the
extension names for the respective extension number in the UX5000 CallAnalyst table with the freshly polled values in case of conflicts.
6. Once the service has started, the extension names and numbers will be retrieved and written to the ‘Extensions’ table in the database configured by UX5000 CallAnalyst. You can view the extension names and numbers in UX5000 CallAnalyst by clicking the Edit Æ
The retrieved extension names and numbers will be displayed in the Extensions tab as shown below:
Understanding the Configuration file
subsequent retries to establish the connection or retrieve extension names or extension numbers.
CALLBACKDELAY: specifies the time delay (in milliseconds) that the service will wait for data to be received from the O&M database after requesting for information. OVERWRITE: specifies whether the Overwrite check box is checked or not. If the
Monitoring Site Performance
UX5000 CallAnalyst allows you to measure the performance of the local and remote sites. With the Health Monitor you can determine the status of each site, identify the processes that are carried out these sites.
To view the performance of the site
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Health Monitor. The UX5000 CallAnalyst Health Check window appears.
Figure 66: UX5000 CallAnalyst Health Monitor
2. The Process Status pane appears and you can view the activity of each site.
3. To view more detailed information on each site, click the "Log" button at the end of the row
To create different users
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users
Management. The Login to Users window appears.
Figure 68: Login to Users
2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears.
Figure 69: Creating the User ID
4. Type the Login ID, Last Name, First Name, Password and Confirm Password in the respective text boxes.
To modify the existing user details
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users
Management. The Login to Users window appears.
Figure 70: Login to Users
2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears.
Figure 71: Modifying user details
4. Select the user from the Users drop-down list. 5. Make the desired changes
6. Click Save
To change the user password
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Users
Figure 72: Login to Users
2. Type the User Name and the Password of the administrator as mentioned above. 3. Click OK. The Users window appears.
Figure 73: Changing the user password
4. Select the user from the Users drop-down list. 5. Select the Change Password check box.
6. Type the Password and Confirm Password in the respective text boxes 7. Click Save
Uninstalling UX5000 CallAnalyst Components
When removing UX5000 CallAnalyst from your system, it is important that you first close the application and uninstall the scheduler and other services, if installed. This process will completely remove all UX5000 CallAnalyst programs from your computer.
Uninstalling UX5000 CallAnalyst Server
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Remove UX CallAnalyst. The Select Uninstall Method window appears.
2. Select the Automatic option (recommended) to automatically uninstall the UX5000 CallAnalyst. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears.
3. Click Finish to complete the uninstallation.
Uninstalling Web Reports
This process will remove the Web Reports utility from your computer.
To uninstall Web Reports
1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Tools>Remove
Web Reports. The Select Uninstall Method window appears.
2. Select the Automatic option (recommended) to automatically uninstall the UX5000 CallAnalyst. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears.
3. Click Finish to complete the uninstallation.
Uninstalling CallAlert!
This process will completely remove the CallAlert! program from your computer.
To uninstall CallAlert!:
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Tools>Remove CallAlert. The Select Uninstall Method window appears..
2. Select the Automatic option (recommended) to automatically uninstall the CallAlert. You can also select the Custom option to select the modifications that you want to make during uninstall. The Perform Uninstall window appears.
3. Click Finish to complete the uninstallation.
Uninstalling Remote Site Software
This process will completely remove the Remote Site Software programs from your computer.
To uninstall Remote Site Software:
1. From the Windows task bar click Start>Programs>NEC>UX CallAnalyst>Uninstall Remote Site Software service. The Select Uninstall Method window appears.
How do I get started?
For maximum success you need the following information prior to the installation: Serial Connection:
The Com Port where the SMDR data will be sent to on the UX5000 CallAnalyst PC?
First, stop the MSPM service and use the HyperTerminal connected directly to the port that you have selected to determine if the SMDR is sent. If you receive garbled data, then it is most likely that the Comm Port settings are incorrect. You can also use the Port Configuration tool in
UX5000 CallAnalyst to fine tune the settings. Once verified to be working, retain the existing data as is.
TCP/IP Connection:
Check that the Server IP Address and the port number for the NEC phone system are valid. To check this, stop the MSPM service and launch Hyper Terminal. If you are able to connect with the server on the specified port, then enter this information in the screen and save this information.
Why is UX5000 CallAnalyst not recording my calls correctly from my NEC phone system? I am getting the wrong dates and time for my calls.
Most likely, you have selected the wrong phone system settings in the Multi Site Configurator. For setting the phone system, see
Configuring Multi Site Configurator.
I am not getting any Caller ID data in my UX5000 CallAnalyst reports.
Verify with your local phone company that your caller ID service is activated and that your phone system is configured correctly to send called ID in SMDR data.
I am not getting any Caller ID information from the phone system
Some phone systems require special configuration to output this information. With regard to the name of the caller, some phone systems send only the Caller ID number, even though the LCD display on the telephone set also shows the name.
I am not able to run more than 40 instances of MSRCDM in my system.
To support more than 40 instances of MSRCDM, do the following:
Change the registry value for the size of the desktop heap allocated for a desktop associated with a window station in:
1. HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Session
Manager\Sub-Systems\Windows
%SystemRoot%\system32\csrss.exe ObjectDirectory=\Windows
SharedSec-tion=1024,3072,512,512 Windows=On SubSystemType=Windows ServerDll=basesrv,1 ServerDll=winsrv:UserServerDllInitialization,3 ServerDll=winsrv:ConServerDllInitialization,2 ProfileControl=Off MaxRequestThreads=16
The desktop heap is allocated based on the numeric values following the Shared Section. 2. Change the third value 512 to 1024.
for your phone system or you may manually test the COM port settings.
If the COM port is properly configured and the phone system is configured to generate call records then the following tests will show some kind of ASCII output - recognizable call records (if the port settings are correct) or gibberish (random ASCII characters, if the port settings are incorrect). If no output appears during the testing, then refer to the Troubleshooting section.
To configure and test the serial port:
1. From the Windows task bar click Start>Programs>NEC> UX CallAnalyst>Multi Site
Configuration. The Multi Site Configuration window appears.
Figure 81-Multi Site Configuration
2. In the Multi Site Configuration window, from the Call Data Source pane select the Comm
Figure 74: Multi Site Configuration: Comm Port
3. Click Configure. The Configuration Tool for UX5000 CallAnalyst (CDM) window appears.
Guided Process
1. Select I need a guided process to help me determine the serial port parameters. 2. Click Start Test.
and PC or incorrect phone system output settings) is inhibiting transmission of the data. When you are able to see call records, you are done.
4. Click Save Current Configuration for use in CDM and click Exit.
Manual Testing
1. Select I have a rough idea of my serial port settings and I want to try those parameters. 2. Click Configure Port to set the COM port settings as desired.
3. Click Apply and Test New Configuration.
Follow the directions that appear in the Call Data Output Screen. You will be instructed to make a test phone call on your phone system to see if the COM port settings are correct. If they are, then you will see lines of alphanumeric that clearly represent call records characters (instead of gib-berish characters like *&%#@ etc.).
