Adaptive
Pre-Installation
Checklist
New Media Software Ltd
2014
Adaptive Pre-Installation Checklist
Table of Contents
1
Introduction ....................................................................................................................... 2
2
Products and services ....................................................................................................... 6
3
Reseller Details ................................................................................................................. 7
4
End User Details ............................................................................................................... 8
5
Remote Access Details ..................................................................................................... 9
6
Site Configuration ......................................................................................................... 10
7
Anti-Virus and Firewall .................................................................................................... 11
8
Client Computers ............................................................................................................ 12
9
Adaptive Server Computer .............................................................................................. 14
10 Telephone System .......................................................................................................... 16
11 CTI Basic Dialling ............................................................................................................ 20
12 CTI Company Contacts List ............................................................................................ 21
13 CTI Screen-Pops ............................................................................................................. 22
14 SMS Messaging .............................................................................................................. 23
15 Call Recorder .................................................................................................................. 24
16 Outbound Campaigns ..................................................................................................... 26
17 Predictive Dialler Hardware ............................................................................................ 27
18 Email and Message Rules .............................................................................................. 28
19 Web Assist ...................................................................................................................... 29
20 SQL Integration ............................................................................................................... 30
21 Onsite Installation ............................................................................................................ 32
22 Confirmation .................................................................................................................... 33
NMS Adaptive Ltd
#357 40 Warren Street
Charlestown
MA 02129
USA
Telephone: 877-887-9853
New Media Software Ltd
1 Canute Road
Southampton
SO14 3FH
Telephone: 0845 612 4000
www.newmediasoftware.co.uk
www.nms-adaptive.com
_________________________________________________________________________
Page 1
1
Introduction
The Adaptive System has been designed to be straightforward to install. Communications
and IT Professionals will have most, if not all, of the skills required to complete a successful
install with only a limited amount of assistance or input from NMS.
So that we can be available at each stage of the installation and training process, we use
remote access technology. This means that any onsite work can be done and NMS can be
called in whenever it is our turn to complete a task. Remote access technology also enables
us to monitor the site in the first few days after go-live, and if teething problems arise, we can
provide rapid technical support.
This checklist has been designed to gather all the information required to assist in the
installation of Adaptive products. We recommend that it is completed before any installation
of Adaptive products. However, if NMS is to be contracted to deliver installation services, we
will be unable to schedule dates for such services until this checklist has been signed,
returned and approved.
Who Does what? And what skills are required?
There are a number of people who will typically be involved in installation and training. The
table below defines each role and provides an overview of responsibilities and skills required
to perform the role. Please note that some roles may be performed by the same person.
Role
Overview of duties and required skills
Project Manager
NMS does not offer project management services, as this is
usually best done by someone who has a local presence and
can oversee the implementation of any physical items (like
computers or phone systems), which are typically part of the
project. We strongly recommend that a project manager is
appointed by the customer and that the project manager takes
responsibility for scheduling all work that NMS is to undertake.
Provision and configuration of telephone system, cabling, etc
Phone System
Supplier
Installation of any required CTI licences (TAPI or otherwise)
onto the telephone system
Installation and configuration of TSP / phone system drivers that
provide 3rd Party call control onto the Adaptive Server computer
and test using MS Dialler
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Computer Supplier
Provision and installation of required computer hardware
and software as per the Adaptive Pre-Installation Checklist.
Configuration of LAN user accounts and permissions;
shared drives and drive mappings (and if in use, any Citrix
or Terminal Server Services)
On-site IT Support
Configuration of Firewall and anti-virus to open three TCP
ports
For a domain: setup of a login script with drive mappings
Configuration of www.logmein.com or similar remote access
to enable the Remote Adaptive Engineer to access the
Adaptive Server computer.
Installation and configuration of the Adaptive Server
Software
Remote Adaptive
Engineer
If Call Recorder: Installation of Adaptive Call Recorder
software
If Predictive Dialler: Installation of Predictive Dialler software
Adaptive System Manager Training
Remote monitor during go-live
Install Adaptive Client and Management Console software
onto client computers
On-site Installer
For Call Recorder: Installation of USB or PCI / PCIE
hardware & drivers
For SMS / GSM Modem: Installation of Serial devices &
drivers
System Manager(s)
Take part in online live training sessions with NMS Engineer
Access online training to learn how to use the Adaptive
system
End User(s)
Access online multimedia training to learn how to use the
Adaptive system
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Page 3
Process to prepare for an assisted installation
The following diagram shows the typical process followed to prepare for an Assisted
Installation. Yellow boxes are jobs performed by the On-site Installer and blue boxes are
performed by the Remote Adaptive Engineer.
Place order with
NMS
WebEx Meeting to
talk through this
process and
ensure that
everyone is clear
about objectives
and timescales
NMS supplies
ordered licence
and hardware
Complete PreInstallation
Checklist
Confirm
computers(s) are
onsite and that
they meet
requirements as
per Pre—
Installation
Checklist
Setup remote
access and
provide access
details to NMS
Receive licence and any
hardware ordered from
NMS and deliver to site
Call Recorder
to be installed?
Yes
Connect Splitters
to phone lines
GSM Modem
to be installed?
Yes
Connect to
Adaptive Server
Serial Port and
Install SIM
Check telephone
system licensing
and install any
required drivers
Configure TSP
and check control
of all extensions
using Dialer.exe
Yes
TAPI Phone
System?
Download latest
version of
software from
NMS Website and
save files onto
Adaptive Server
computer
Confirm to NMS
that site is ready
for install and
agree date / time
for next stage
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Page 4
Process to Install Adaptive Products
The following diagram shows the typical process followed to install Adaptive products.
Yellow boxes are jobs performed by the On-site Adaptive Installer and blue boxes are
performed by the Remote Adaptive Engineer.
Use Activation Website and apply for
Activation key
(allow 4 working hours for key to arrive)
Call Recorder
to be installed?
Yes
Install software
on Adaptive Call
Recorder PC
If USB Connect
USB Recorder
If PCI install
card(s) into PC &
boot up PC
No
Install Adaptive
software onto
Adaptive Server
computer
Configure CTI
Share AM Data
folder and set Full
and Special
permissions
Configure
Adaptive CTI
Gateway to use
correct type of
telephone system
If on a Domain
add login script to
give mapped drive
to all users
Open Ports on
Firewall and
Anti Virus
Install Adaptive
client
software
Share \AMCR
folder and set
permissions
Install Adaptive
Server BEFORE
Proceeding
If on a Domain
login and check
you have mapped
drive to \AM Data
folder
Configure Email
and SMS via
GSM
Configure Email
Server Pair
Configure Email
Server Pair
Configure CTI
Gateway Dialling
properties
Configure Emailto-SMS Gateway
Configure GSM
Modem
Configure
Extensions to
monitor
Set Message
Processor Service
to start
Automatically
Set Message
Processor Service
to start
Automatically
Start Message
Processor Service
Start Message
Processor Service
Configure Parent Paths in
IIS and Application Pool
and Permissions
Check Adaptive
Management
Console, System
Activity,
Telephone to
confirm
communication
Check Adaptive
Management
Console, System
Activity, Message
to confirm
communication
Check Adaptive
Management
Console, System
Activity, Message
to confirm
communication
In Management Console
configure Web Gateway
settings
Login to Adaptive
Desktop on
Adaptive Server
computer and test
call control
Login to Adaptive
Desktop and test
sending SMS
Messages
Login to Adaptive
Desktop and test
sending and
receiving Email
and SMS
messages
Start Adaptive CTI
Gateway Service
Install USB driver
or run PCI driver
batch file and then
reboot again
Start
HYPERENGINE
Service
Configure emailto SMS
Install Client Software
onto users computers
If a workgroup,
map a drive to
\AM Data folder
Using
Domain?
Install Adaptive
Management
Console
Map drive from each
workstation to
|AM Data folder
Yes
Install Web Assist
Install Adaptive Web
Assist on Web Server
Create folder called
\AMASPtemp
and share
Edit Global ASA and set
path to
\AMASPtemp folder
Configure web site in IIS
Configure Log On user for
Adaptive Web Gateway
Service
Start Web Gateway
Service
Login to Adaptive Desktop
and test Web Chat and
Web Call Backs
Test using internal IP
Address
Navigate using
mapped drive to
AM Data\Software
folder
Configure Firewall static
route or DMZ and test
from external IP Address
No
Install Adaptive
Desktop
Write Macros for
Screen-Pops and
Standard
Paragraphs
Add links / frames to
external website to
display
Web Assist pages
Login as user Administrator and if using CTI,
use the local extension to test call control
Install Management Console and Predictive
Dialler as required; login and test
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Page 5
2
Products and Services
Please detail the products and services ordered and then complete the relevant sections of
this document as show below.
Please note that sections 1 to 9 inclusive AND section 22 must be completed for all
installations.
Adaptive Software
Number of users
Section(s) to complete
Adaptive CTI Basic
10 & 11
Adaptive CTI Professional
10, 11, 12 & 13
Adaptive Desktop SMS
14
Adaptive Progressive Dialler
10,11,12,13 and 16
Adaptive Predictive Dialler
10,11,12,13,16 and 17
Adaptive Messaging
18 & 14 if using SMS
Adaptive Web Assist
19
Additional Drivers
Number of users
Go Connect
Section to complete
10
Hardware
Number of items
Sections to complete
Adaptive Hybrid Call Recorder
15 (and 10 if extension
reporting is required)
Call Recording Computer
-
GSM Modem
-
Other – please specify
-
Services
Time allocated
Section to complete
Remote Installation
-
Remote Training
-
Remote SQL Consultancy
20
Onsite Installation
21
Onsite Training
21
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Page 6
3
Reseller Details
Company:
Address:
Postcode
Contact
Telephone:
Name and title
Direct phone
Mobile
Email
Sales
Project
Manager
Onsite
Installer
Other **
(please
specify)
Other **
(please
specify)
** Please also supply details of any third-party phone system or computer supplier(s) with
whom NMS may need to liaise with during the installation.
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Page 7
4
End User Details
Company:
Address:
Postcode
Contact
Telephone:
Name and title
Direct phone
Mobile
Email
System
Manager
On-site IT
Support
Other
(please
specify)
Other
(please
specify)
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Page 8
5
Remote Access Details
Please provide details that can be used to access the site. NMS uses a variety of remote
access tools. For unattended access we typically use LOGMEIN and for attended access
we typically use WEBEX SUPPORT. However, we are happy to use any other method that
you specify and below providing that any required software is supplied to us in good time.
Please complete the table below to tell us how we can access your systems and if we can
access unattended or not. In the comments section, please tell of any time constraints or
other factors that we should be aware of prior to attempting access.
Please note that in order to complete the installation successfully, we will require full
administrator rights to all computers (which will include DOMAIN ADMINISTRATOR
rights on MS Windows Server systems).
Access method
Account
name
Username
Unattended
access?
Comments or
constraints?
Logmein
WebEx Remote
Support
(attended)
Other – please
specify
The table below shows the different computers that the NMS team may need to access. if
each computer has different credentials, please complete as applicable. However, if the
credentials match those above, please leave this table blank.
Computer Name
User name
Password
Adaptive Server
computer
Call Recording
computer
Adaptive Predictive
Dialler computer
Client computer
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Page 9
6
Site Configuration
This section is designed to identify if the Adaptive products will be used on a single site,
across multiple sites or in a Thin Client environment.
Is this a single site installation?
Yes
No
Are Adaptive Desktops and Management
Consoles to be loaded onto a MS
Windows Terminal Server?
Yes
Are Adaptive Desktops and Management
Consoles to be loaded onto a Citrix
Server?
Yes
If Citrix – please indicate if the user
receives the full desktop or one or more
published applications?
Full Desktop
Is screen-popping required under
Terminal Services or Citrix?
No
No
Published
Yes
No
If the Adaptive products are to be run across multiple sites, or in a MS Terminal
Services or Citrix environment please provide a network diagram below or on a
separate sheet.
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Page 10
7
Anti-Virus and Firewall
In the table below, please specify the anti-virus protection used on the computers that will
run Adaptive software. If all the computers run the same product / version, you may simply
complete the “All Computers” option.
Make / Product name
Version
Comments
All computers
(if applicable)
Adaptive Server
computer
Adaptive Call
Recorder computer
Adaptive Predictive
computer
Adaptive Client
computers
The Adaptive system uses three TCP/IP ports to communication between the various
computers on which it is running. As such all computers that are to run Adaptive must allow
these ports. The communication is bi-directional which means that each computer must be
able to both send and receive traffic on these ports.
The default ports are 54321, 55443 and 55445. These default ports can be changed at time
of installation. Please complete the table below to confirm the IP Port configuration.
The default TCP ports are to be used?
Yes
No
If no, please specify the TCP ports to be used:
Service
TCP Port
Queues Server
Management Console Helper
CTI Gateway
.
Firewall and Anti Virus products will allow bi-directional traffic to
all computers, on the three ports used by the Adaptive system?
Yes
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Page 11
8
Client Computers
The Adaptive software is a client / server application. This means that there is software
loaded onto each user’s computer; called the “Adaptive Desktop”. Managers also have
another piece of software to control the Adaptive system and run reports, and this is called
the “Adaptive Management Console”.
Adaptive Desktop and Adaptive Management Console
The Adaptive Desktop and Adaptive Management Console software communicate with
software that is loaded onto a central computer. We call this computer the “Adaptive
Server”.
The Adaptive Desktop and Adaptive Management Console client software can run on all
editions of Windows XP, Vista and Windows 7 and requires 512 MB available RAM and 100
MB of available disk space.
Computers that run the Adaptive Desktop software will need a mapped drive to a folder
called “AM Data” that is created on the hard drive of the computer that runs the Adaptive
Server software. All users of the Adaptive system will require full rights (including “special
rights” to this folder.
The mapped drive can be configured manually from each client computer, or as part of a
login script. Where possible we recommend using a logon script to establish mapped drives.
Adaptive Management Console with a dedicated Adaptive
Call Recorder
If the installation includes an Adaptive Call Recorder and that is using a dedicated computer,
then computers that run the Adaptive Management Console software will also need a
mapped drive to the hard drive of the Adaptive Call Recorder computer. This is so the user
can access and listen to call recordings.
Thin Client Environments
Both the Adaptive Desktop and Management Console software can be loaded and run in thin
client computing environments. It has been tested in both Citrix and Microsoft Terminal
Services. Again, the Terminal Server / Citrix Servers will need the mapped drives as
detailed above.
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Page 12
All computers match or exceed the specification outlined
above?
Yes
The Adaptive Server computer is on the LAN and can be
mapped to from client computers?
Yes
How are the mapped drives established?
Logon script
Manually
mapped from each
client computer
Drive mappings have been established and tested prior to
installation?
Yes
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Page 13
9
Adaptive Server Computer
The Adaptive Server computer is important because it handles all communication between
all the computers that run the Adaptive Desktop and Management Console software, as well
as all communication with externally connected devices, including any telephone system,
email server and web server. An important point here is that the Adaptive system relies on
sending and receiving information in real-time and it is important that the Adaptive Server is
able to keep up with events as they happen. For this reason, we usually recommend that
the Adaptive Server computer is dedicated to that task.
A small office with a few users of CTI and SMS can easily use a standard desktop PC as the
Adaptive Server computer; whereas a hundred people using a mission-critical application
like Predictive Dialling or Enterprise Contact Centre will certainly want to have a dedicated,
high-specification server.
Choice of Operating System for the Adaptive Server
The Adaptive Server Software can run on the following operating systems: Windows XP
Home, Windows XP Professional, Windows 7 Professional, Windows 7 Ultimate, Server
2003 and Server 2008. In addition, Adaptive Software can run in virtualised environments
and has been tested on both VMWARE and MS Hyper-V.
The first question to ask is “how many users are to connect to the Adaptive Server?”

Windows XP Home and Professional can support 10 client connections

Windows 7 Professional and Ultimate can support 20 client connections

Windows Server 2003 and Server 2008 both require a Microsoft Concurrent Access
Licence per user. The number of client connections allowed is based on how many
licences are purchased from Microsoft.
The second question to ask is “what telephone system (if any) the Adaptive system is to
connect to?”
When choosing the specification of your Adaptive Server computer it is important that you
ensure that it is able to run drivers for your telephone system and other devices that you may
wish to connect. Not all telephone system manufacturers’ TAPI Service Provider (TSP) run
on all MS Windows Operating Systems. If in doubt, please check with your telephone
system manufacturer or provider, or consult with the NMS sales team.
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Page 14
Hardware Assumptions
The following specifications assume that the computer has sufficient processor power,
memory and disk space to run the Operating System and any anti-virus software / backup or
other software loaded onto it.
Adaptive Server Computer
The Adaptive Server computer requires:

1 GB RAM per 20 users

1 GB disk space per 10 users

Larger installations and especially those that will require SQL integration (import of
data or export of results) will benefit from an additional 2 GB of RAM and a powerful,
Quad Core processor. The Adaptive software is disk intensive and a fast disk with
plenty of free space will improve performance greatly.

Customers that plan to use Adaptive Messaging should allow enough additional
space to cope with the volume of emails that are anticipated. In our experience a
good way to size this is to take size of the current space that is being used (in the
current email system) and multiply it by a factor of six. This will allow for growth over
a three year period.
The Adaptive Server computer matches or exceeds
the specification listed above?
Yes
The server is on the LAN and can be mapped to and
from client computers?
Yes
The server is a domain member?
Yes
No
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Page 15
10 Telephone System
This section relates to the way that the Adaptive CTI and Dialling products communicate to a
telephone system.
The following table shows the telephone systems have been tested by NMS. The Adaptive
software also includes a generic TAPI driver.
Requirements
Telephone system
Hardware/licence
Software
Settings
3COM NBX
TAPI licence
TAPI TSP as supplied
with the NBX
IP address of telephone
system
Aastra Intelligate
TAPI licence per required
user.
OIP Server ver 6.6.1.3
IP address of telephone
system, “i” prefix in
extension configuration
Alcatel OmniPCX * #
3rd-party TAPI licence applied
to the telephone system
AVAYA
Communications
Manager *
Basic TSAPI licences to cover
the number of required
extensions
C-LAN, AES server as
appropriate
IP address of telephone
system
AVAYA IP Office
CTI RFA TAPI LINK PRO part
number 171988
IP Office TSP
IP address of telephone
system
IP address of telephone
system
IP address, username and
password of EWS server
Broadworks * #
Cisco Call Manager
Express * #
IP address, username and
password of telephone
system
Unified
Communications
500 * #
Inter-Tel Axxess
prior to v8
OAI level 2 licence
Inter-Tel Axxess v8
and CS 5000
OAI level 2 licence
LG LDK / IPLDK
3rd Party TAPI licence
50, 100 and 300 #
LANU (Network Interface Card
Inter-Tel “Switch
Transceiver” or Inter-Tel
“CT Gateway”
IP address, port number
and password of Switch
Transceiver or CT Gateway
IP address, port number
and password of telephone
system
LG TSP
IP address of telephone
system
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Page 16
Requirements
Telephone system
Hardware/licence
Software
Settings
LG IPECS ** #
TAPI licence
IP address of telephone
system
Mitel 5000
OAI level 2 licence
IP address, port number
and password of telephone
system
NEC XN120 * #
Applications Enablement
Services Card
IP address of telephone
system
3rd Party TAPI licence
IP address of telephone
system
Dedicated LAN CTE licence
(One)
IP address of telephone
system
NEC Aspire and
SV8100 * #
Nortel BCM *
Panasonic KX-TDA 15
and 30 #
Panasonic KXTDA
100, 200 and 600 #
USB cable for USB
connection
CTI Link card for IP
connection
On Board LAN port
Panasonic TDE and
NCP #
Panasonic TSP;
Panasonic USB driver
For IP connection type, IP
address of telephone
system
Panasonic TSP
IP address of telephone
system
Panasonic TSP
IP address of telephone
system
OfficeServ Link
IP address of telephone
system
Samsung
OfficeServ **
Open TAPI licence
ShoreTel *
TAPI Application Server
(SKU30049) licence
IP address of telephone
system
Siemens 4000 *
CSTA licence
IP address of telephone
system
Siemens 3000/HiPath *
Open office requires CSTA
licence
IP address of telephone
system
Siemens Open Office *
Phone System Notes:
Systems denoted with * indicate that a special driver called “Go Connect” will be required.
This may incur additional charges. Please consult with NMS for details.
Systems denoted with ** indicate that the Go Connect Driver has been recommended so
that Server 2008 and 64bit operating systems may be used on the Adaptive Server
computer.
Systems denoted with # indicate that the system only accepts a connection from one
computer telephony application at a time.
The Adaptive software includes a Generic TAPI Driver that can be used to connect to nonsupported telephone systems. This driver requires that the telephone system has a TAPI 2.1
Driver that supplies information about all the devices that the Adaptive software is to control.
This is typically described as “TAPI 2.1 - 3rd Party Mode”.
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Page 17
The table above shows what is required on the telephone system to make Adaptive
products work with each phone system.
Tick here to confirm that any licences and configuration required will be applied to the
telephone system prior to installation
Telephone system make and model:
Telephone system software version:
The telephone system is one of the
tested systems listed in the table?
Yes
No
If no, has been tested by NMS?
No – please consult with NMS
Yes - If yes, please give the
name of the NMS person who has
conducted a test:
______________________________
Does the telephone system require Go
Connect or other Mitel Licence?
No
Yes
If yes, please tick where
appropriate:
Mitel Licence – if so, tick to
confirm that this has been
purchased
Go Connect? – If yes tick to
confirm that it has been purchased.
The Adaptive server will be connected
to the telephone system using:
If IP connection is used, the IP settings
for the telephone system are:
LAN
Serial
USB
IP Address:
Subnet Mask:
Default Gateway:
_________________________________________________________________________
Page 18
If TAPI
TAPI driver is installed on Adaptive
Server computer or has been provided
and is licensed. Please indicate which of
the following will apply:
Yes - TAPI installed and working prior to
installation?
No - TAPI licence to be applied to the
telephone system and NMS installer to
install the TAPI driver?
Note: If the TAPI driver is to be installed by
NMS, we will require a suitably qualified
telephone engineer to attend site to assist
with this.
TAPI Driver has been tested using MS
Dialer.exe and all extensions that are to
be controlled are visible and can be
used to make and end a call?
Different manufacturers’ TAPI TSP’s
have different hardware and software
requirements, Please confirm that the
TSP will run on the specification of
computer that is to be used for the
Adaptive Server computer
Yes
TAPI TSP will run on the computer that
has been (or will be) supplied to be used as
the Adaptive Server Computer
_________________________________________________________________________
Page 19
11 CTI Basic Dialling
This section relates to the CTI functionally provided by Adaptive CTI Basic and Adaptive CTI
Professional.
GRAB AND DIAL
If the client wishes to use the Grab and
Dial button on the Adaptive Desktop, the
application in which the numbers are
stored must support the Windows
clipboard.
To test this you need to highlight the
number to be dialled, press Ctrl+C on the
keyboard, run Notepad and press Ctrl+V
on the keyboard. If the number to be
dialled appears in Notepad, then Grab and
Dial should work
FIRST PARTY TAPI DIALLING
If the client’s database is 1st Party TAPI
compliant, it can use the Adaptive
Desktop TAPI driver to dial from within it.
Is Grab and Dial required?
YES
NO
Has Grab and Dial been tested?
YES
NO
Is TAPI dialling required?
YES
NO
Please list the applications that will use
1st Party TAPI dialling:
_________________________________________________________________________
Page 20
12 CTI Company Contacts List
This section relates to the Adaptive Desktop Company Contacts List that is used to present
the name and company of an inbound caller in Adaptive CTI Professional.
How is the Company Contacts List to be
imported?
CSV
SQL / Data Controller – please
complete the SQL Data Controller Section
If Contacts List by CSV
Tick here to confirm that the application
has an export function that will allow the
export of all contact data to a text / CSV
file
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Page 21
13 CTI Screen-Pops
This section relates to screen-pop functionality provided by Adaptive CTI Professional,
Adaptive Progressive Dialler and Adaptive Predictive Dialler.
Please list the applications that are to be screen-popped and the method to be used:
Application
name
Keystroke
Macro –
NMS to
develop
VB Script –
NMS to
develop
VB ScriptCustomer
to develop
(*Additional
Charge)
Custom
ExecutableNMS to
develop
(*Additional
Charge)
Custom
Executable
–
Customer to
develop
The NMS installer will only provide custom screen-pops using the Keystroke Macro method.
Any other custom screen-pops MUST be agreed prior to the install date and are charged in
addition to installation work.
Does the application allow searching of the database
entirely using the keyboard?
Yes
If yes, has keystroke activity been tested to prove that
the Application can pop in the way that end user
requires?
Yes
No
For each application to be screen-popped, please
provide a list of the key strokes required to achieve
each screen-pop, For example:
Switch to an application called “test”
ALT S (to open the Search dialog)
Insert the telephone number
Enter (to start the search)
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Page 22
14 SMS Messaging
This section relates to the SMS functionality provided by Adaptive Desktop SMS and
Adaptive Messaging.
How are SMS messages to be sent?
GSM Modem
Email to SMS Gateway
If GSM Modem:
The GSM Modem will require a Serial Port
on the Adaptive Server computer
Serial port is available on the Adaptive
Server Computer?
Yes
The GSM Modem will be required onsite
on the day of installation
GSM Modem has been ordered?
The GSM Modem will require a SIM,
please confirm who will be supplying it?
End User
GSM Signal is available at this location?
Yes
If Email to SMS Gateway:
This will require an account and credit
from www.kapow.co.uk
Email server that will be used to relay
messages using SMTP. Note the server
MUST allow the Adaptive Server to relay
email messages.
Yes
Reseller
Kapow.co.uk account registered and
credit purchased?
Yes
Email server type: __________________
IP Address: ________________________
Account name: _____________________
Password: _________________________
_________________________________________________________________________
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15 Call Recorder
This section relates to the Adaptive Hybrid Call Recorder.
The Adaptive Hybrid Call Recorder requires a dedicated computer. The call recording
hardware is supplied as either a USB external device or PCI/PCIe internal card(s). The
standard installation includes an installation of Microsoft SQL 2005 Express edition.
Computer Specification
The Adaptive Call Recorder can run on the following operating systems: Windows XP Home,
Windows XP Professional, Windows 7 Professional, Windows 7 Ultimate, Server 2003 and
2008.
The Adaptive Call Recording computer will require:

One available USB / PCI / PCIe slot for each call recording device

2 GB RAM per 30 telephone lines to be recorded

A Processor of Dual Core 2.4 GHz or greater

100 GB of available disk space per 10 telephone lines to be recorded

A DVD, NAS Tape Drive, or similar media device, onto which archives can be made.
Note: If the site is only running a standalone call recorder, then the Adaptive Server and Call
Recorder applications can be installed and run on the same computer.
Maximum Configuration – Any mix of USB, PCI, PCIe and SIP trunks is possible with the
following limitations:

There can only be one USB device connected to the Call Recording computer.

The number of PCI and PCIe cards is only limited by the number of available slots in
the Call Recorder computer

Only one SIP trunk, up to a maximum of 64 lines, can be recorded
USB Hardware – The Adaptive Hybrid Call Recorder supports one USB call recording
device. The USB device will require a USB port to be available on the computer.
PCI Hardware – Each PCI card will require a full height, half to full length, dedicated PCI slot
available in the Call Recorder Computer.
PCIe Hardware – Each PCIe card will require a full height, half to full length, dedicated PCIe
slot (x1, x2, x4, x8 or x16 type) available in the Call Recorder Computer.
_________________________________________________________________________
Page 24
Splitter: For analogue and ISDN lines the Adaptive Call Recorder requires a Phone Line
Splitter (standard RJ45 T-Splitter) to be installed. During installation, the phone lines will
need to be disconnected for a short period of time.
SQL: For installations that use the default MS SQL 2005 Express edition the computer
requires Windows Installer 3.1 and Microsoft .NET version 2.0. For installations that are to
use customer supplied Microsoft SQL 2008 the computer requires Windows Installer 4.5 and
Microsoft .NET version 3.5.
SIP: The data from the SIP trunks will need to be replicated, so that the call recorder can
decode the SIP signalling and record the audio (RTP packets). This is usually achieved
using a ‘managed’ switch, with a port configured to replicate the port traffic (port mirroring)
on the ports that the telephone system and the SIP trunk are connected to. Before installing
SIP, we require a PCAP trace to be performed and the resulting file submitted to NMS for
approval. The trace is taken from the recording PC.
The computer to run the Call Recorder matches or exceeds the
specification listed above?
Yes
For USB, PCI and PCIe based installation: The Call Recorder
computer has sufficient available ports and slots to accommodate
the ordered call recording hardware?
Yes
For BRI installations: A wiring diagram has been received, read
and understood?
Yes
For SIP installation: A PCAP trace has been performed and file
submitted to NMS?
Yes
For Analogue and ISDN installations: Who will install the line splitter?
End User
Reseller
Time: __________________________
Date: __________________________
_________________________________________________________________________
Page 25
16 Outbound Campaigns
This section relates to the ability to create outbound dialling campaigns provided by Adaptive
Progressive Dialler and Adaptive Predictive Dialler.
The Adaptive Progressive Dialler and Adaptive Predictive Dialler both have the ability to
import data from CSV / TXT files or to automatically collect data from a SQL database.
How are campaigns to be configured?
CSV
SQL / Data Controller – please
complete the SQL Data Controller Section
If CSV
Has the application / database an export
function that will allow the export of all
contact data to a text / CSV file?
Data can be exported from the application
to CSV / TXT format
Yes
_________________________________________________________________________
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17 Predictive Dialler Hardware
This section relates to the configuration of the Adaptive Predictive Dialler. In larger or more
complex Predictive Dialling sites, it may be desirable to spread the processing load across
multiple computers. The Adaptive Software has been designed so that multiple computers
can be used.
A common approach is to use a dedicated server with Terminal Server licences so that
different managers / departments can run their predictive diallers independently. Please
allow 1 GHz Processor capacity 1 GB RAM and 1 GB disk space per instance of the
Adaptive Predictive Dialler.
The Adaptive Predictive Dialler uses dedicated ports or extensions to generate calls. On the
AVAYA IP Office, the Adaptive Predictive Dialler uses dedicated digital ports. On all other
telephone systems the Adaptive Predictive Dialler requires dedicated handsets. As the
predictive dialler generates more calls than it has users, it is also important to check there
are enough available phone lines to handle the number of calls that will be made by the
dialler.
The Adaptive Predictive Dialler will be run on the
Adaptive Server or a dedicated computer
Adaptive Server (one
instance / team only)
Dedicated computer
If dedicated computer:
The dedicated computer has at least 1 GHz Processor
capacity, 1 GB RAM and 1 GB disk space per the number
of instances to be run and terminal service licence per
required instance?
Yes
How many teams / campaign / instances of the Adaptive
Predictive Dialler are to be installed and configured on
the dedicated computer?
Number of dedicated ports (IP Office only) or extensions
(all other telephone systems) that will be used?
The additional hardware ports / and or handsets that the
Predictive Dialler software will use are installed and
ready for use?
Yes
If known prior to install, please write below the extension numbers for ports /
extensions that the Adaptive Predictive Diallers will use:
_________________________________________________________________________
Page 27
18 Email and Message Rules
This section relates to the email functionally provided by Adaptive Messaging.
The Adaptive software connects to an email server to send and receive messages.
Message Rules enable workflow, draft replies and intelligent auto-response messages to be
created and sent. Creating effective Message Rules requires specialist knowledge of the
system and it is important that Rules are planned in advance.
Type of email server in use at this site?
The email server will be used to send out
messages using SMTP. As such it will need to
be configured to allow the Adaptive Server to
relay mail. This typically requires assistance
from the site’s IT support team and as such we
request their presence or remote support to
achieve this.
Are Message Rules to be created?
Tick to confirm that the server will
allow SMTP Relay and that a
representative of the end user’s IT
team will be available to enable
SMTP relay for the Adaptive
Server computer
Yes
No
If yes, who is responsible for planning the
Message Rules at an operation level?
Name: _______________________
Telephone: ___________________
Email: _______________________
Are faxes to be handled within Adaptive
Messaging?
If yes, please confirm that the fax server is
installed and able to send faxes as emails with
PDF or Image attachments
Yes
No
Fax Server is installed
and tested?
Yes
_________________________________________________________________________
Page 28
19 Web Assist
This section relates to the Web Call-Back and Web Chat functionality provided by Adaptive
Web Assist.
Web Assist can be run on the Adaptive Server or on a separate server. The hardware
required to run Adaptive Web Assist is the same as that required to run Microsoft IIS. Some
customers place the Adaptive Web Assist Server in a Firewall DMZ and use a PPTP Tunnel
to route traffic through to the Adaptive Server computer. If you are planning to use this or
another type of firewall security, please consult with NMS.
The computer to run the Adaptive Web Assist
matches or exceeds the specification listed
above?
The computer has Microsoft IIS loaded and can
be access by external Internet users?
The computer is on the LAN and can be mapped
to from the Adaptive Server computer?
If in use, the Firewall has been configured to
place the computer into a DMZ and the Firewall
will allow a drive to be mapped from the Adaptive
Server computer to the Web Assist computer?
Yes
Yes
Yes
Yes
The local router has a static IP address?
Yes
Adaptive Web Assist is supplied with standard
pages. Customers can choose to customise
these pages and provide an alternative set for
installation.
Standard
If customised pages are to be used, who is
responsible for customisation?
Customised
Name: ____________________
Telephone: ________________
Email: ____________________
_________________________________________________________________________
Page 29
20 SQL Integration
The Adaptive products can be integrated with an SQL database. They can be configured to
collect data for use within the Adaptive applications and / or to pass result data back to an
SQL database.

Adaptive CTI Professional has the ability to automatically import information into the
Company Contacts List.

The Adaptive Progressive and Predictive Diallers have the ability to automatically
import campaign call data.

All other Adaptive products can be configured to export result data. This includes
(but is not limited to) User, Extension and Message related data.
The NMS team does NOT undertake any SQL development work. We do not write queries
nor can we modify a customer’s database. However, we do offer consultancy services to
help customers get the most out of the SQL integration feature. This provides access to
experienced support engineers, who will provide advice and support to a nominated
developer, to aid in the design and implementation of their integration.
SQL Integration required?
CTI Contacts List
Progressive or Predictive Campaigns
Result Data Export
Data Import:
The Adaptive system requires a
configured ODBC driver to connect to the
required SQL database.
There is also a requirement to order data
and use a query or stored procedure to
collect it.
Name: __________________________
Telephone: ______________________
Email: __________________________
Please provide the name of the person
responsible for developing the SQL query
and formatting the data to match the
requirements of the Adaptive Data
Controller Service?
The Adaptive Server Data Controller
Service needs permissions to access the
SQL database. Please tick to confirm that
the permissions can be granted.
Permissions can be granted to the
Adaptive Server Data Controller Service
to access the SQL Server?
Yes
_________________________________________________________________________
Page 30
Data Export
Is data to be exported to an SQL
database?
If SQL Exporter is to be used, to which
type of database?
YES
NO
Database type:
MS SQL Server
MY SQL
SQLite
Please provide the name of the person
responsible for configuring SQL database
to match the requirements of the
Adaptive Exporter Service?
Name: __________________________
Telephone: ______________________
Email: __________________________
The Adaptive Server SQL Exporter
Service requires permissions to access
the SQL database.
Permissions can be granted to the
Adaptive Server Data Exporter Service to
access the SQL Server?
Yes
_________________________________________________________________________
Page 31
21 Onsite Installation
If onsite services have been ordered, please complete this section.
Name and phone number of the onsite contact to whom the Adaptive Engineer
should report on arrival?
Name: _______________________________ Tel: _____________________________
Opening / closing time of the site and any site access restrictions?
Special Health and Safety considerations that the engineer needs to be aware of?
No
Yes – please specify
The administrators’ password can be provided to the installer
upon arrival?
Yes
The Engineer will be able to access users’ computers to install
software? This will require logging out the user and logging in
as Administrator for a short period of time.
Yes
_________________________________________________________________________
Page 32
22 Confirmation
This section MUST be completed and the signed form returned.
Please note that email PDF will ONLY be accepted if the form contains a signature.
Unsigned forms will be rejected and could delay installation. Incorrect or inaccurate
information that lead to delays may lead to work not being completed or additional costs.
Company:
Name:
Signed:
Position:
Date:
For Internal use only:
NMS Contact:
NMS Order
Number:
Customer
SO Number:
Onsite or Remote:
Services
purchased:
Proposed Date(s):
Site code:
Hardware S/N:
Checked by:
Signed
& Dated:
_________________________________________________________________________
Page 33