Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-5
Audience1
This guide is written for customers of the CentreVu Explorer II solution, and 
includes anyone who is installing the CentreVu Explorer II software (for example, 
Lucent NetCare® Professional Services, Technical Service Center, Maintenance 
and Provisioning, Call Management System Helpline, Sales Design Support Center 
(SDSC), and anyone else who might use or support a CentreVu Explorer II 
installation and setup). 
In general, the Lucent NetCare Professional Services is responsible for installing 
and training on the CentreVu Explorer II software. This CentreVu® Explorer II 
Installation for Windows NT® guide is for anyone who needs to know:
lSoftware installation
lMaintenance for CentreVu Explorer II
lSuggestions for installers concerning the troubleshooting of the CentreVu 
Explorer II solution.
System Overview1
CentreVu Explorer II collects data from a Lucent Technologies call center 
environment. Data is delivered to an external Windows NT® server through a local 
area network (LAN) connection to the CentreVu Call Management System (CMS).
Files are transmitted over the local area network at a rate based on the CentreVu 
CMS settings. CentreVu Explorer II reads these files, formats the data, and stores it 
in a local database. This data is accessed through a query engine utilizing a web 
browser front end as an access vehicle.
Note:The CentreVu CMS must be connected to a DEFINITY®  Enterprise 
Communications Server (ECS)/switch. CentreVu Explorer II operates only 
in a Lucent Technologies environment.
  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-6
Network Diagram1
The following is a list of the network requirements:
lECS/switch
lCentreVu CMS
lCentreVu Explorer II server
lLocal area network
lCentreVu Explorer II client workstation. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
What is CentreVu® Explorer II?1-7
The following diagram indicates a typical network configuration utilizing CentreVu 
Explorer II.
ECH
ECH
CentreVu Explorer II
Network Diagram
NOW !Multiple database options including
Informix, SQL Server, Oracle*
*Date for Oracle availability to be
determined.  Contact CenterPoint
Solutions for more information.
Explorer II Server
running Sun Solaris
 or
Windows NTDEFINITY PBX
DEFINITY PBXCMS
DEFINITY PBX
CMSLocal Area Network
with TCP/IP Protocol
External Call
History Software
(granular call data based on
CMS reports)
Client running
only browser
Multiple
Clients 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Checklist1-8
Installation Checklist1
This section includes a high-level overview of the following information:
lPre-installation
lInstallation
lImportant Information.
Pre-installation1
Prior to beginning your installation, you must make sure that your computer meets 
the minimum system requirements. If your computer does not match up to the 
requirements described in this section, you may have problems in installing and 
using the CentreVu Explorer II application.
CentreVu Explorer II supports a variety of client and server platforms including 
various browser clients. The pre-installation platform requirements are as follows:
1. The server runs on Windows NT 4.0 with an SQL Server.
The Service Pack level for Windows NT 4.0 is Service Pack 4 (SP4), and the 
SQL Server versions supported is SQL Server 7.0.
2. There is one version of server code for all platforms.
3. The client supported can be any platform capable of supporting the selected 
browsers.
This includes, but is not limited to, Windows 95, 98, Windows NT 4.0, and any 
Sun hardware platform. For Sun systems, see the CentreVu® Explorer II 
Installation for Sun (585-218-202) guide for details.
4. The CentreVu Explorer II application supports standard browsers.
The supported browsers use any version of Netscape 4.06 or higher or Internet 
Microsoft Explorer 4.0 or higher.  
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Checklist1-9
5. The application uses the Java plug-in for the non-standard browsers.
The Java plug-in allows older browsers to use the Custom Query Builder 
feature. 
For more details, see Chapter 5, “Custom Query Builder,” in the CentreVu® 
Explorer II Version 1.0 User Guide (585-218-200).
Installation1
Detailed installation procedures are described in Chapter 2, “Installing and 
Uninstalling the Software.” 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-10
Installation Dependencies1
ECS/Switch Requirements1
The ECS/switch requires a communication link to the CentreVu CMS. Appropriate 
automatic call distribution (ACD) translations must be configured to generate 
external call history (ECH) results on the CentreVu CMS. These results include 
measured agents, vectors, vector directory numbers (VDNs) and other applicable 
call center translations.
No exceptional connection logistics exist for the CentreVu Explorer II product. 
Standard ECS/switch communication to CentreVu CMS is used.
CentreVu CMS Requirements1
The External Call History Interface (ECHI) feature must be authorized in the 
CentreVu CMS. See setup information in the CentreVu Call Management System 
Release 3 Version 8 External Call History Interface (585-210-912) document. 
Contact your Lucent Technologies representative or distributor for details.
External Call History Interface (ECHI) Overview1
The External Call History Interface is an optional CentreVu CMS feature, which 
allows for the transfer of CentreVu CMS Release 3 Version 8 call record files (call 
history data files) to another computer for processing.
This feature is useful for call centers with a high volume of call traffic. It allows a 
much higher volume of call data to be processed and stored because the CentreVu 
CMS computer can process only a limited amount of call data.
As calls are processed, call records are recorded in a file (one record per call 
segment) until the file size reaches 20 megabytes (MB) or the end of an interval is 
reached, whichever comes first. A new file (and its first record) is then created as the 
first segment of the next call is processed. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-11
Customer Responsibilities1
Who Is Responsible for CentreVu Explorer II Server (CES)?
It is the owner of the CentreVu Explorer II server’s responsibility to maintain the 
server. This maintenance includes making regular database backups, performing 
SQL Server database administration, and verifying processing of External Call 
History (ECH) data. Specific descriptions of the maintenance that must be 
performed are explained in detail in this document.
While responsibility for the CentreVu Explorer II server seems logically to fall to the 
telecommunications group, in many cases the Information Systems (IS) department 
is better equipped to maintain the product because it is based primarily on the 
Windows NT operating system and the Microsoft BackOffice Suite. 
You must do the following to transfer call history data: 
1. Purchase the External Call History Interface (ECHI) package.
2. Contact your Lucent representative to have the ECHI feature authorized and 
installed. If you are an international customer, contact your Lucent 
Technologies representative or distributor.
3. Lucent NetCare Professional Services sets up the connection between the 
CentreVu CMS computer and the computer that receives the data. 
4. Set up the Windows NT server and install the CentreVu Explorer II software. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-12
Server Requirements and Recommendations1
CentreVu Explorer II employs industry standard components to deliver access to the 
ECS switch’s CentreVu CMS Call History data. The final system configurations 
may vary in individual call centers. Recommendations for the CentreVu Explorer II 
configuration follow. Hardware performance varies based on actual system 
configuration.
Two server platforms are available for CentreVu Explorer II which are as follows:
lWindows NT—see this guide for details.
lSun Solaris—see the CentreVu Explorer II, Version 1.0, Installation for Sun 
(585-218-202) guide for details.
Processor Requirements1
The minimum recommended processor to be used with CentreVu Explorer II is the 
Intel* Pentium† Pro because of its 32-bit software architecture. Since all 
components of CentreVu Explorer II are 32-bit code, your system benefits from the 
Pentium architecture. Additionally, faster processor speeds improve the 
performance of CentreVu Explorer II.
The minimum recommended processors for the CentreVu Explorer II server are as 
follows:
lPentium Pro 250 Mhz or greater 
lPentium Pro, multiple processor architecture for large call centers.
*Intel is a registered trademark of Intel Corporation.
†Pentium is a registered trademark of Intel Corporation. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-13
Performance Requirements1
Call centers of all sizes benefit from CentreVu Explorer II. Call centers taking 
100,000 or more ACD calls per day quickly accumulate large volumes of data. 
Smaller call centers taking less than 10,000 ACD calls per day also accumulate large 
volumes of data over a period of months. 
All performance measurements are based on call segments. A call segment is each 
record in the ECH file sent by the CentreVu CMS. A call that is delivered to an 
agent, who then transfers to another agent, contains two call segments.Therefore, 
the following capabilities are required when running CentreVu Explorer II running 
on Windows NT for populating call segments:
l8,500 call segments an hour
— 128 megabytes of memory 
— 266 MHz chip. 
l15,000 call segments an hour
— 512 megabytes of memory
— dual 400 MHz chip.
lFor more call segments an hour use long term considerations—for example, a 
motherboard with the capacity of 1 gigabyte (GB) of RAM.
Database server performance on large data sets is directly affected by available 
memory. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-14
Hard Disk Drives1
The amount and type of local disk storage directly impacts CentreVu Explorer II’s  
ability to store and retrieve information. A direct correlation exists between local 
disk capacity and the total number of call records that can be stored. Actual disk 
space usage will vary by call center depending on the number of ACD calls per day, 
the average number of segments per call, and the number of days that CentreVu 
Explorer II is required to keep data online. 
See the “Disk Storage Requirements,” section in Chapter 1, “Introduction,” which 
shows disk storage requirements for a variety of daily call volumes. CentreVu 
Explorer II operates more efficiently with Ultra Fast Wide Small Computer System 
Interface (SCSI) disk drives. Having the option to add Input/Output (I/O) controllers 
allows for performance increases as the situation dictates.
The following hard disk drives are recommended: 
lMultiple 4GB and 8GB drives (depending on storage requirements)
lDrive type—Ultra Fast Wide SCSI
lMultiple Ultra Fast Wide SCSI smart array controllers/channels.