ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Welcome to the…
Today’s one hour Solution: Avaya®
What’s new with CCR and One-X Portal in R6.0
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Presenters
Bill Hammond-aka Mr. Technician
Technical Services Specialist
•15 Years Telecommunications experience
•4 years with Jenne
•Certified on all Avaya SMBS Products
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Agenda
•CCR and One-X Portal
hardware requirements
•CCR and the “New” Edition
•One-X Portal “Enhanced”
•Surprise addition to the line
up (don’t get excited it is no
big revelation)
•Wrap up
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Before we Begin
• All information from this
presentation can be
obtained from:
http://marketingtools.av
aya.com/knowledgebas
e
• CCR Installation and
One-X Portal
installation guides
• Tech Bulletin 115
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Hardware Requirements - CCR
•
•
•
Server Requirements – All 32 bit…unless noted otherwise
- Microsoft Windows 2003 SP2
- Microsoft Windows 2003 R2
- Microsoft Small Business Server 2003 SP2
- Microsoft Window Server 2008 (32 and 64 bit)
IIS Requirements
- IIS V6.0 or higher
- Must be installed and running before .NET
software installed
- Must use the IIS server default web site Port 80
- IIS server uses web.config files from CCR virtual
directory problems will occur if another file is installed
PC Requirements
- Intel Pentium D945 Dual Core Processor or AMD Athlon
64 4000+
- 2 GB RAM (4 GB recommended)
- 30GB Hard drive (obviously larger would be beneficial)
- DVD or CD drive for software installation
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Hardware Requirements- One-X
• Server
- Microsoft Windows
2003 Server
- Microsoft Windows
2008 Server (32 and 64 bit)
- 2GB RAM
- 10GB available
hard drive space
-TCP/IP port 8080
can be changed
- Firewall TCP port
50814 given outgoing
rule
• Essential Edition (Voicemail Pro)
server guidelines must be met as
well
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Customer Call Reporter: New Edition
•
•
•
•
•
•
Browser based PC Wallboard
Schedule Enhancements
Historical Reporting
Installation Changes
CCR Licensing
Core Software Support
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – PC Wallboard
Jenne Distributors
Tell Jim what a great job Bill is doing as Mr. Technician
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR- PC Wallboard
• 30 wallboards at one time
• Each instance of wallboard will require a CCR
Supervisors license (229442)
• Wallboard is customizable,add logo’s, company name!
• In order to use Wallboard “Silverlight” must installed
manually on the PC wanting to use Wallboard.
http://www.microsoft.com/silverlight
• For smooth scrolling of Messages on the wallboard a
dedicated graphics card is recommended (DirectX 9.0c
with DirectDraw with 1GB of video memory minimum)
• Turn off the PC Screen saver and Monitor power
saving modes.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR- Wallboard
• First Access Wallboard it will be in design
mode, using the regular login
• http://<server_path>/CCRWebClient
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Wallboard
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Wallboard
• Drop down menu will give
you the options available
to customize.
– Queues
– Queue Statistics
– League Table Statistics
– Graphs
– Extras (including Message
bar, custom title and logo)
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Wallboard
• To edit logo for instance click on the
“extras” and it will open and then drag
and drop “Company Logo” onto the table.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Wallboard
• Sending Wallboard messages is just as easy
as to program. Login as a Supervisor click on
the “Scheduler” tab
• There are 4 schedule types all vary in required
information
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Wallboard
• Basic
• Daily
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Wallboard
• Weekly
• Monthly
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – “Scheduler”
• “Report Schedule” tab named changed to
“Scheduler” a little more generic term
– Reports: When a report is created and scheduled as
Automatic, its details appear in the Scheduled Tasks list. The
Scheduler tab is then used to set the reports schedule.
– Wallboard messages: Messages to appear on IP Office
Customer Call Reporter wallboards can be added from the
Scheduler tab.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Scheduler
• Housekeeping: Various IP Office Customer Call
Reporter housekeeping tasks can be scheduled
through the Scheduler tab, these are as follows
– Reset Real time Statistics: Reset the statistics shown in all
supervisor, agent and wallboard views
– Reset Web Services: By default this task is already
scheduled and occurs at 02:30.
– Rebuild Database Indexes: By default this task is already
scheduled and occurs at 23:00. Re-indexing the database
allows reports to run faster, however during the actual reindexing the response of IP Office Customer Call Reporter is
slowed
– Backup Database: The backup database is placed into the
default MS-SQL backups folder with a date and time prefix to
the file.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Historical Reporting
• Historical Reporting enhancements
• IP Office Connection loss – this disconnection
will be reflected in the CCR database and any
reports will display connectionless in those
reports during that time.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Historical Reporting
• Call Summary Report Template – Total
Column now called “Call Interactions”
and “Customer Calls” has been added to
reflect the total number of unique calls
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Historical Reporting
• Call Details Report Summary change
• Include totals for “Customer Calls” and
“Call Interactions”
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Installation Changes
• IP Office Switch discovery is not part of
the installation and requires manual entry
of the IP Office switch information.
NOTE: This applies to upgrades as well as new
installations. Once the upgrade is complete the
Administrator will need to log in and enter the
IP Office information
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - Licensing
• Must have for R6.0 IP Office Preferred and
Advanced editions.
• CCC - CCR Upgrade license (217658)
- Changes existing CCC license for CCR:
- CCC Server – 1 Supervisor, 5 Agents, 1
Wallboard
- CCC Supervisor – Enables the equivalent of
existing CCC Supervisor to CCR Supervisor
- CCC Agents – Enables the existing CCC agents
to CCR Agents
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR - License
• Customer Service Supervisor (229442)
- 30 Max Supervisors
- Login for Supervisor and Wallboard
- Must have 1 Supervisor for CCR to
operate
• Customer Service Agent License (150 agents
Max)
- 1 User (217650)
- 5 User (217651)
- 20 User (217653)
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
CCR – Software Compatibility
• This version of Customer Call Reporter
1.2 is supported with IP Office Release 5
and Release 6.0 core software
• Previous Version of Customer Call
Reporter 1.1 is not compatible to Release
6.0 Core Software
• Basically you can go back but not
forward.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal - Changes
•
•
•
•
•
•
•
•
•
•
•
User Profiles
Telecommuter Mode
Call Pickup
Improved Integration with Preferred Edition
Instant Messaging
Audio Conferencing
Personal Conference Bridge
Personal Directory Groups
Language Support
Concurrent User upgrade
Minimum Supported Version
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – User Profiles
• Create, edit and delete profiles
• 3 Standard Profiles Office, Mobile and
home (Office is default) Create up to 4!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – User Profile
• Change between Profiles without logging
out and back in.
• “Detected” Profile will be created when
the phone settings don’t match a Profile
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Telecommuter Mode
• Uses One-X Portal to create and make
calls from a standard remote phone
Includes One-X Portal Server
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Telecommuter Mode
• Telecommuter Mode is selected via the
“Profile” settings under the “Mobility”
section
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Telecommuter Mode
• “Hold the Line”
• Selected = In this mode, once you make the profile
active, the phone system will make a call to the
telecommuter number. When you answer you should
leave the connection open (off-hook). You should then
use the one-X Portal to make, answer and control calls
without replacing the handset between calls.
• Not Selected = In this mode, the phone system only
calls the telecommuter number when required, that is
when making or receiving a call for you. For example,
when you make a call using one-X Portal, the phone
system will call the telecommuter number and only
when answered will it connect and make a call to the
number you dialed in the one-X Portal. You can end
the call through either using the one-X Portal or simply
replacing the handset.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Call Pickup
• Active profile
can have “Call
Pickup”
enabled
• Other One-X
Portal Users
can see you
have a call on
your profile
and pick it up
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Call Pickup
• The directory displays the users with a
red background to designate “Call
Pickup” is enabled
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Call Pickup
• Click once to
view information
including the
caller ID!
• Click on the blue
link (telephone
number) to
pickup the call!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Preferred Edition
• Currently no Integration with Preferred
Edition is available, all changes are made
via the IP Office
• Release 6.0 allows for direct integration
via One-X Portal interface for
Administration and User level changes to
Manage and personalize voicemail
boxes.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Preferred Edition
• Voicemail playback
through One-X Portal
via Handset or
Browser
• To listen via Browser
the Client PC must be
able to resolve FQDN
to connect and play
the voicemail .wav
recordings
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Preferred Edition
• The Voicemail Gadget on One-X Portal
will indicate the choice made for listening
to voicemail messages
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Preferred Edition
• Personalized Greetings can be recorded
maintained and changed through One-X Portal
• Up to 9 personalized greetings that can be
named and saved and one can be labeled as
default for you “go to” greeting
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Preferred Edition
• Outcalling made
simple by using the
One-X interface.
Once Outcalling is
selected enter the
telephone number,
with the dial out
code.
• Number of retries is
still controlled via
preferred edition
client.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Instant Messaging
• Able to chose from the directory a user
and call…Or Instant message!
• Open the “Directory Gadget” of One-X
Portal and Click once on the user and
then click on the “chat with” link!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Instant Message
• A chat window will
open and the user
can initiate the chat.
• Click on the “call”
box in the Instant
Messaging gadget
window and turn the
IM into a phone call!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Audio Conferencing
• Create ad-hoc audio conferences in the One-X
Portal allowing:
- Viewing of Participates
- Add/Drop participates on the fly
- Mute/Un-mute of participates by conference
initiator
- Mute all again only by Initiator
- Self muting by individuals on the conference
- Record Conferences in Preferred Edition only
and announcements will be supported for legal
requirements.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Audio Conferencing
• Mute and Drop control from the
Conference Gadget for individual
participants.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Audio Conferencing
• For “Mute All” simply press the “Mute All”
button which will then change to “Unmute
all” to allow voice from the participants.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Audio Conferencing
• To drop a participant simply select the
participant and drop them, and if they
drop themselves the participant will still
be displayed but not active.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Personal Directory
• Create Personal Directory
Groups for ease of
locating individuals for
calling or Instant
Messaging
• Right click on the arrow
on the “Personal” tab in
the Directory Gadget and
then click add. Once you
have more than one
Group you can click on
any of the tabs with
arrows to create a new
tab
• Tabs can be renamed or
deleted as desired.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal - Languages
• More languages are now supported in
One-X Portal such as
– English
– Spanish
– German
– French
– Italian
– Dutch
– Portuguese
– Russian
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
One-X Portal – Sessions & Versions
• Improved the concurrent One-X Portal
sessions from 100 to a whopping 500
concurrent One-X Portal sessions at one
time!
• one-X Portal 5.0 GA version (5.0.25) will
not work with release 6.0. The minimum
installed version of one-X Portal must be
either the 4Q09 GA build (5.0.30) or the
current Release 6.0 version
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
The BIG SURPRISE!!!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Operating Software and Server Info
• Virtual Server is now supported!!!
• IP Office server applications have been
tested with:
- VMware Server (free version),
- Microsoft Virtual Server 2005 R2
- Microsoft Windows Server Hyper-V
• Customers can run there own apps
together with Avaya IP Office servers.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Operating Software & Server Info
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Operating Software & Server Info
• Browser levels required for AVAYA
applications.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Wrap Up
– CCR is now capable of
wallboard
– Changes to CCR in
historical, Scheduler and
Housekeeping
– One-X Portal is more
user friendly with
numerous additions for
the user level
– 6.0 allows for 500
concurrent One-X users
– 9 personal greeting all
control via the One-X
portal
– What you can and
cannot use on what
operating systems,
servers and browser
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
In summary we discussed…
• Hardware requirements for CCR
and One-Portal
• CCR and the New Edition changes
and benefits
• One-X Portal Enhancements with
more features and user level
administration
• Just a nice little chart for the server
and operating systems supported
• Have a Nice Day!
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Topic suggestions?
Email topic suggestions to ebutler@jenne.com for future
Mr. Technician webinars and, if selected you’ll receive
Jenne’s Promo Package.
ETL Certified to TIA/EIA-568-B.2 enhanced CAT 5.E
Thank You!
Jenne appreciates you taking the time to participate
in today's Mr. Technician webinar