Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							1
CentreVu® Explorer II
Version 1.0
Installation for Windows NT ®
585-218-201
Comcode 108456609
Issue 1.0
June 1999 
						

							Copyright© 1999 Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information in this 
document was complete and accurate at the time of printing. 
However, information is subject to change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications 
system by an unauthorized party, for example, persons other 
than your company’s employees, agents, subcontractors, or 
persons working on your company’s behalf. Note that there may 
be a risk of toll fraud associated with your telecommunications 
system and, if toll fraud occurs, it can result in substantial 
additional charges for your telecommunications services.
You and your system manager are responsible for the security 
of your system such as programming and configuring your 
equipment to prevent unauthorized use. The system manager is 
also responsible for reading all installation, instruction, and 
system administration documents provided with this product in 
order to fully understand the features that can introduce risk of 
toll fraud and the steps that can be taken to reduce that risk. 
Lucent Technologies does not warrant that this product is 
immune from nor will prevent unauthorized use of common-
carrier telecommunication services or facilities accessed 
through or connected to it. Lucent Technologies will not be 
responsible for any charges that result from such unauthorized 
use.
Lucent Technologies Fraud Intervention
If you 
suspect that you are being victimized by toll fraud and you 
need technical support or assistance, call the Technical Service 
Center Toll Fraud Intervention Hotline at 1-800-643-2353.
Trademarks
lCentreVu, DEFINITY, and NetCare are registered 
trademarks of Lucent Technologies.
lIntel and Pentium are registered trademarks of Intel 
Corporation.
lJava is a registered trademark of Sun Microsystems, Inc.lMicrosoft, Windows, Windows NT, and SQL Server are 
registered trademarks of Microsoft Corp.
lNetscape Navigator is a trademark of Netscape 
Communications Corporation.
lpcAnywhere is a copyright of Symantec Corporation.lAll other product names mentioned herein are the 
trademarks of their respective companies.
Ordering Information
Call: Lucent Technologies Publications Center
Voice: 1-800-457-1235
International Voice: +1-317-322-6416
Fax: 1-800-457-1764
International Fax: +1-317-322-6699
Write: Lucent Technologies BCS Publications Center
2855 N. Franklin Road
Indianapolis, IN 46219
U.S.A.
Order:
CentreVu® Explorer II Installation for Windows NT® 
Guide
Document No. 585-218-201
Comcode 108456609
Issue 1.0, June 1999For additional documents, refer to the section entitled “Related 
Documents” in the Preface.
You can be placed on a Standing Order list for this and other 
documents you may need. Standing Order will enable you to 
automatically receive updated versions of individual documents 
or document sets, billed to account information that you provide. 
For more information on Standing Orders, or to be put on a list 
to receive future issues of this document, please contact the 
Lucent Technologies Publications Center.
Lucent Technologies National Customer Care Center
Lucent Technologies provides a telephone number for you to 
use to report problems or to ask questions about your call 
center. The support telephone number is 1 800 242-2121.
Document Support Telephone Number
Lucent Technologies provides telephone numbers for you to 
use to report errors or to ask questions about the information in 
this document. The support telephone numbers are:
Voice: 1 888 584-6366 and
International Voice: +1-317-322-6848.
European Union Declaration of Conformity
Lucent Technologies Business Communications Systems 
declares that the equipment specified in this document 
conforms to the referenced European Union (EU) Directives 
and Harmonized Standards listed below:
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
The “CE” mark affixed to the equipment 
means that it conforms to the above 
Directives.
Disclaimer
Intellectual property related to this product (including 
trademarks) and registered to AT&T Corporation has been 
transferred to Lucent Technologies Incorporated.
Any references within this text to American Telephone and 
Telegraph Corporation or AT&T should be interpreted as 
references to Lucent Technologies Incorporated. The exception 
is cross references to books published prior to December 31, 
1996, which retain their original AT&T titles.
Heritage Statement
Lucent Technologies—formed as a result of AT&T’s planned 
restructuring—designs, builds, and delivers a wide range of 
public and private networks, communication systems and 
software, consumer and business telephone systems, and 
microelectronics components. The world-renowned Bell 
Laboratories is the research and development arm for the 
company. 
						

							Table of Contents
  
CentreVuExplorer II
 CentreVu Explorer II Version 1.0 Installation for Windows NT 
iii
Introduction  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
What is CentreVu® Explorer II? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-1
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-2
Background  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-3
New Features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-4
Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-5
System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-5
Network Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-6
Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-8
Pre-installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-8
Installation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-9
Installation Dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-10
ECS/Switch Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-10
CentreVu CMS Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-10
External Call History Interface (ECHI) Overview. . . . . . . . . . . . . . . . . . .  1-10
Customer Responsibilities  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-11
Server Requirements and Recommendations. . . . . . . . . . . . . . . . . . . . . . .  1-12
Processor Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-12
Performance Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-13
Hard Disk Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-14
Remote Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-15
System Software Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-15
Co-Residency Issues  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-15
Disk Storage Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-16
Optional Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-17
Network Connectivity  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-19
Client Requirements and Recommendations . . . . . . . . . . . . . . . . . . . . . . .  1-20
Installation Information Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-21
CentreVu Explorer II Installation Preparation. . . . . . . . . . . . . . . . . . . . . . . . . .  1-22
Setting Up the CentreVu Explorer II Server  . . . . . . . . . . . . . . . . . . . . . . .  1-24
Setting Up CentreVu Explorer II Client . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-25
Setting Up CentreVu CMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-26
CentreVu CMS Login and Password. . . . . . . . . . . . . . . . . . . . . . . . . . .  1-27
CentreVu CMS Modem Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-28
Setting Up Windows NT  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-28
Provisioning and Activation of ECHI  . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-29
Obtaining a CentreVu Explorer II License  . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1-30
Installing and Uninstalling the Software . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-1
Installation Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2-2
Installing CentreVu Explorer II Server Software  . . . . . . . . . . . . . . . . . . . . . . . .  2-3 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
iv
Loading CentreVu Explorer II Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Installing SQL Server 7.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Administration Passwords  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Installing CentreVu Explorer II Software  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
Creating the CentreVu Explorer II Database  . . . . . . . . . . . . . . . . . . . . . . . 2-12
Populating the Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Launching CentreVu Explorer II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
pcAnywhere® Security Considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Uninstalling the CentreVu Explorer II Software . . . . . . . . . . . . . . . . . . . . . . . . 2-21
Uninstalling CentreVu Explorer II Software  . . . . . . . . . . . . . . . . . . . . . . . 2-22
Removing the Database  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-28
Upgrading to CentreVu Explorer II Software . . . . . . . . . . . . . . . . . . . . . . . 3-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Upgrading to SQL Server 7.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Upgrading the CentreVu Explorer II Software  . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Creating the CentreVu Explorer II Database  . . . . . . . . . . . . . . . . . . . . . . . 3-10
Converting CentreVu Explorer 1.x Data  . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Backing Up SQL Server Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Checking for Security  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Logins and Passwords Stored in the Database . . . . . . . . . . . . . . . . . . . . . . . 4-3
Administration Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Database Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  4-11
Accessing Database Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  4-11
Determining Average Daily Call Record Volumes . . . . . . . . . . . . . . . . . . . 4-13
Discarding or Archiving Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Restoring Data  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20
Migrating CMS Data Dictionary Synonyms  . . . . . . . . . . . . . . . . . . . . . . . 4-21
Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Who to Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1
Getting Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Lucent TSO Responsibilities  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Customer Responsibilities  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Process to Get Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
General Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Setting Up the Java Plug-in  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Checking the Corrupt Folder  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7
Monitoring System Performance  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8
Configuring CentreVu Explorer II Log File . . . . . . . . . . . . . . . . . . . . . . . . 5-10 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
v
Troubleshooting and Maintenance Routines . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-13
Expanding the Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-13
Clearing Out the Transaction Log  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-13
Expanding the tempdb File  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-14
Troubleshooting Tips for Windows NT  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-15
Windows NT Event Log Error Messages Types  . . . . . . . . . . . . . . . . . . . .  5-15
Installation Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-15
Java Web Server Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-17
Data Import Service Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-19
Open Database Connection (ODBC) 
Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-20
Database (DB)-Library Error Messages  . . . . . . . . . . . . . . . . . . . . . . . . . .  5-20
Log-in Error Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-21
Service Affecting Automated Procedures  . . . . . . . . . . . . . . . . . . . . . . . . .  5-21
Data Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-21
Database Maintenance Procedures  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  5-22
Appendix  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
Windows NT Server Connection Assistance  . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
Establishing Server Network Connection  . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Software  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
CentreVu Explorer II Server Identification . . . . . . . . . . . . . . . . . . . . . . . A-3
CentreVu Explorer II Protocol Assignment  . . . . . . . . . . . . . . . . . . . . . . A-4
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . GL-1
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  IN-1 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
vi 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-1
1CentreVu
ExplorerCentreVu
Explorer II
Introduction1
What is CentreVu® Explorer II?1
CentreVu Explorer II transforms DEFINITY®  Enterprise Communications Server 
(ECS) Call Center information into powerful knowledge for call centers’ business 
needs. Information collected from the CentreVu Call Management System (CMS), is 
compiled, formatted, and presented to the user through a Web browser to illustrate 
critical call center activity. 
CentreVu Explorer II handles critical call center activity by recording and supplying 
specific information about a particular call. For example, CentreVu Call 
Management System (CMS) indicates that a call has abandoned and CentreVu 
Explorer II provides more specific information about that abandoned call. The 
following type of information can also be gathered on CentreVu Explorer II:
lHow many callers abandoned after holding for more than 30 seconds? 
lWhich agent splits transfer the most calls? 
lWhat kinds of calls are measured by stroke counts or call work codes? 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-2
In addition to the CentreVu Explorer 1.0, 1.1 and 1.2 functionality, CentreVu 
Explorer II provides:
lMore deployment options
lMore flexible queries
lMore results presentation alternatives
lMore flexibility to export data
lSupport for multiple CMSs.
Purpose1
The purpose of this guide is to provide the owner of a CentreVu Explorer II Server 
(CES) with installation procedures and a better idea of how to maintain the 
CentreVu Explorer II product. By implementing the recommendations provided by 
this document, you ensure that the server downtime is minimized. This document 
applies to CentreVu Explorer II. If you have an earlier version of the product, 
contact Lucent Technical Support to arrange for an upgrade. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-3
Background1
When CentreVu Explorer 1.0 was released in 1997, it quickly revolutionized the 
way call center managers thought about call center data. Call switch data—not 
previously considered “information” because it could not be easily accessed—could 
now be queried upon and used to more efficiently and cost-effectively run call 
centers. Customer feedback showed that customers liked CentreVu Explorer’s 
friendly query tools, its ease of administration, and the familiar Web interface.
One of CentreVu Explorer’s most requested features, is that no client desktop 
software is needed. Nothing needs to be loaded onthe users’ PCs to allow them 
access to CentreVu Explorer Version 1.0 or later software. This eliminates the need 
to install or upgrade client software and minimizes the use of desktop resources. 
Windows and a TCP/IP connection to a Language Area Network (LAN) were the 
only client requirements.
Previous releases of CentreVu Explorer software include:
lCentreVu Explorer 1.0
lCentreVu Explorer 1.1
lCentreVu Explorer 1.1.1
lCentreVu Explorer 1.1.2
lCentreVu Explorer 1.2
lCentreVu Explorer 1.2.2.
All previous releases of CentreVu Explorer software can be upgraded to CentreVu 
Explorer II. See details about upgrading the software in Chapter 3, “Upgrading to 
CentreVu Explorer II Software,” in this guide. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-4
New Features1
CentreVu Explorer II retains all of the features in the previous versions of CentreVu 
Explorer (1.0, 1.1, and 1.2) which includes access to CentreVu Call Management 
System’s External Call History (ECH) elements in a logical, easy-to-analyze format. 
The CentreVu Explorer II software is easy to install, maintain, and does not require 
any client software.
The CentreVu Explorer II new features include:
lEnhanced query capabilities
lConditional queries: and/or, , =, not =, grouping
lAbility to easily save queries
lTime of day and day of week queries
lSupport for a variety of databases (for example, SQL Server and INFORMIX)
lCompatibility with the Windows NT and Sun Solaris platforms
lData exportability to other applications
lSupport for multiple CMSs
lRetention of the “Explorer Classic” look and feel
lExpanded number of row limitations on query results (for example, more than 
500 rows can now be used)
lMigration of some CentreVu CMS Data Dictionary synonyms to the CentreVu 
Explorer II server
lAbility to move between multiple web frames—this eliminates the need to back 
out of web frames
lMultiple window capabilities allow queries to be viewed simultaneously
lSome maintenance capabilities are automated (for example, data discard).
For more information about the features offered with CentreVu Explorer II, see the 
CentreVu
®  Explorer II, Version 1.0, User Guide (585-218-200).