Lucent Technologies CentreVu Explorer II Version 1.0 For Windows NT Guide

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-15
Remote Access1
The CentreVu Explorer II server requires a 28.8 (or greater) high-speed modem and 
also requires that the pcAnywhere software be installed. Remote access is necessary 
for system diagnosis, maintenance, and software updates. The pcAnywhere software 
is shipped om a separate CD withe the CentreVu Explorer II software. To install 
pcAnywhere, see the pcAnywhere installation instructions.
System Software Configuration1
CentreVu Explorer II employs industry standard components to deliver access to 
CentreVu CMS Call History data. Therefore, the final system configuration may 
vary across call centers. It is the customer’s responsibility to purchase and install the 
following required software packages for CentreVu Explorer II Version 1.0:
lMicrosoft Windows NT Server 4.0 Service Pack 4
lMicrosoft SQL Server 7.0
lMicrosoft Internet Explorer or Netscape Navigator.
In the context of this guide, CentreVu Exchange Server (CES) refers not only to the 
CentreVu Explorer II software package, but also to all supplementary software 
required for the product to function. It is the customers responsibility to purchase 
and install the supplementary software.
Co-Residency Issues1
CentreVu Explorer II is configured at installation to use all resources of the server on 
which Explorer II is loaded.
CautionIt is strongly recommended that the server remain fully dedicated 
to CentreVu Explorer II. The loading and running of additional 
software on the CentreVu Explorer II server is strongly 
discouraged because it can result in performance degradation to 
CentreVu Explorer II users. All sizing guidelines are given 
assuming a dedicated server. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-16
Disk Storage Requirements1
The required amount of disk space is a function of the average daily call volume, the 
average number of call segments per call, and the desired retention period. The table 
below gives some example sizing information. For a more specific estimate of your 
call center environment, please use the Disk Sizing Tool that can be found at: 
http://www.centerpointusa.com/products/V2.shtml.
This table shows call record storage requirements based on the number of calls per 
day over a period of months.
Table 1: Disk Storage
Example
Question:   How much disk space do I need on my server to store three months of 
call records?
Answer: If your call center averages 100,000 calls per day with an average of two 
segments per call, then the above table shows that you would need at least 12.5 GB 
of disk space allocated for call records on your server.
lDaily storage requirement = 139 MB
lData Total = 139 MB x 90 days = 12,463 MB (12.5 GB).
# of Avg # of ACD Ca l l s
Months Se gme nts Pe r Da y Da ily Tota l
3 3 100,000 207.1
18,600.0
6 3 100,000 207.1
37,199.5
12 3 100,000 207.1
74,398.5
24 3 100,000 207.1
148,796.6
3 2 100,000 139.0
12,463.1
6 2 100,000 139.0
24,925.7
12 2 100,000 139.0
49,850.9
24 2 100,000 139.0
99,701.4
6 2 20, 000 28. 2
4,985.5
12 2 20,000 28.2
9,970.6
24 2 20,000 28.2
19,940.7
6 2 5,000 7.4
1,246.7
12 2 5,000 7.4
2,493.0
24 2 5,000 7.4
4,985.5 In MegaBy tes 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-17
Segments—All CentreVu Explorer II information is collected on the database 
server in the form of call data that is divided by call segments. A segment is defined 
by the ECS/switch as a logical grouping of call information. Each call that enters the 
ECS/switch call vector processing has a minimum of one (1) segment. Over the life 
of the call, information is added to a segment based on the corresponding events 
occurring during the call’s life, starting from the time it entered vector processing 
and until vector processing releases all call record information for the call. 
For more complete information regarding the format of ECHI data, please refer to 
the following External Call History Interface documents:
lCentreVu Call Management System Release 3 Version 4 External Call History 
Interface (585-215-804)
lCentreVu Call Management System Release 3 Version 5 External Call History 
Interface (585-215-824)
lCentreVu Call Management System Release 3 Version 6 External Call History 
Interface (585-215-854)
lCentreVu Call Management System Release 3 Version 8 External Call History 
Interface (585-210-912).
Optional Recommendations1
We recommend the following components to enhance overall system performance 
and integrity:
lHigh-speed modem for remote access. Remote access is desirable for system 
diagnosis, maintenance, and software updates.
lUninterrupted Power Supply (UPS).  
lNear-line storage—In addition to a resident tape backup, near-line storage may 
be provided for direct access to archived historical information. Near-line 
storage may take the form of an optical jukebox for rapid access.
CautionAn unprotected power hit may result in loss of some or all 
data. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-18
lDigital tape backup—A tape backup is desirable as an archiving mechanism to 
minimize the requirement for on-line storage and protect valuable Call Center 
historical information.
lClient 17” SVGA Monitor (or Better)—This is highly recommended due to the 
amount of information available within a CentreVu Explorer II query. A large 
monitor allows you to display more information simultaneously and reduces the 
need for scrolling to view the data.
lDisk Array Controller (DAR)—In the event the server employs multiple hard 
drives, a smart array controller may be installed to allow disk mirroring and 
other storage enhancements (such as, Redundant Array of Independent Disks 
[RAID] fault tolerant). 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-19
Network Connectivity1
The Appendix in this guide provides additional network connectivity assistance in 
connecting CentreVu Explorer II to your local area network (LAN) or wide area 
network (WAN). In particular, these instructions pertain to the administration of the 
Microsoft
* Windows NT† Server 4.0.  
This section provides some suggestions for connecting to the network, however, the 
LAN, the WAN, and troubleshooting the LAN or WAN are the customer’s 
responsibility. 
CentreVu Explorer II requires a transmission control protocol/internet protocol 
(TCP/IP) connection to the CentreVu CMS through a LAN or WAN. The TCP/IP 
LAN or WAN connection is necessary so that the CentreVu CMS can transfer 
external call history data to the CentreVu Explorer II server. This same LAN or 
WAN connectivity allows client workstations to access CentreVu Explorer II 
through a web browser when using:
lDEFINITY Communications System switch to CentreVu CMS—Standard 
CentreVu CMS connectivity.
lCentreVu CMS to CentreVu Explorer II—LAN or WAN connection 
running TCP/IP with file transfer protocol (FTP) active. The CentreVu CMS 
must be running a software module that allows transmission of External Call 
history files for a local area network.
lCentreVu Explorer II Server to Client—LAN or WAN connection running 
TCP/IP.
Note:Refer to the Microsoft software support manuals and your network 
administrator for further assistance.
*Microsoft is a registered trademark of Microsoft Corp.
†Windows NT is a registered trademark of Microsoft Corp. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Dependencies1-20
Client Requirements and Recommendations1
The client workstation must be able to run a supported web browser. CentreVu 
Explorer II has been tested with Microsoft Internet Explorer 3.01 and also with 
Netscape Navigator
* 3.x (minimum). Netscape 4.0 or Internet Microsoft Explorer 
4.0 are recommended. However, any hypertext markup language (HTML) 2.0 
compliant browser will work.
The following configuration is recommended for running CentreVu Explorer II from 
a PC:
lPentium central processing unit (CPU) or better
l90 megahertz (MHz) or higher
l32MB of RAM or better 
lMouse
lWeb browser (HTML 2.0 compliant)
lAn Ethernet™ LAN card
lWindows† 95 or Windows NT workstation
lVGA monitor or better. (A terminal with a resolution of 1024 X 768 video 
resolution or higher makes viewing data easier.)
*Netscape Navigator is a trademark of Netscape Communications Corporation.
†Windows is a registered trademark of Microsoft Corp. 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
Installation Information Chart1-21
Installation Information Chart1
This information applies to installations. Please complete the following table and 
keep for your records when installing or upgrading.
The LAN card, server computer name, and server domain name information can be 
obtained by selecting: St ar t>Settings>Control Panel>Network (from the Windows 
NT).Table 2: Checklist
What you need Definition Write It Down Here
LAN Card The physical connection 
between the CentreVu 
CMS and the Explorer II 
server must be provided 
over a LAN. Two types of 
connections are 
available—Ethernet or 
Token Ring.(Circle One)
Ethernet
Token Ring
Server computer 
nameCentreVu Explorer II 
server computer name.
Server domain nameCentreVu Explorer II 
server domain name.
Server IP address
Server subnet mask
Server default 
gateway 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
CentreVu Explorer II Installation Preparation1-22
CentreVu Explorer II Installation Preparation1
Your network connectivity must be verified with the CentreVu CMS using telnet 
or FTP. 
The following checklists are designed to assist Lucent Technologies technical 
support personnel in the installation of your CentreVu Explorer II server. Please fill 
in the table below, and to specify additional information or descriptions where 
requested.
NT Server
Windows NTo
Version #________________________________________
o
Service Pack # ___________________________________
System Memoryo
Please specify amount: ____________________________
CPU Typeo
Please specify:___________________________________
Motherboardo
Single CPU
o
Dual CPU
o
Quad CPU
o
Other (please specify): _____________________________
IP Addresso
Please specify: __________________________________
Modem Dial-in #o
Please specify: (__ __ __) __ __ __ - __ __ __ __
Logino
Please specify: __________________________________
Passwordo
Please specify: __________________________________ 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
CentreVu Explorer II Installation Preparation1-23
Please fill in the table below and specify additional information or descriptions 
where requested.
Disk Details
Disk Typeo
EIDE
o
SCSI (Ultra SCSI Recommended)
Disk Controller 
Ty p eo
EIDE Controller
o
SCSI Controller
o
RAID Array Controller (please specify RAID level):
_______________________________________________
o
Other (please specify):_____________________________
Number of I/O 
Controllers/
Channelso
1 _____________________________________________
o
2 _____________________________________________
o
Other (please specify): _____________________________
Disk Capacityo
Less than 4 GB (please specify): _____________________
Hard disk 
available for 
CentreVu 
Explorer IIo
Please specify: ___________________________________
CD-ROMo
Ye s
o
No
Name Resolutiono
DNS
o
Other 
						

							   CentreVu Explorer II Version 1.0 Installation for Windows NT 
Introduction
CentreVu Explorer II Installation Preparation1-24
Setting Up the CentreVu Explorer II Server1
Verify that the CentreVu CMS can ping the CentreVu Explorer II server. This test 
establishes the IP connectivity required for the CentreVu CMS to transfer external 
call history data to the CentreVu Explorer II server.
Can you successfully ping the CentreVu Explorer II server from the CMS?
—Yes
—No
Fill in the temporary IP address line only if you plan to enable ECHI on CentreVu 
CMS more than 3 days prior to the scheduled installation date for the CentreVu 
Explorer II server. 
See the “Setting Up CentreVu CMS” section later in this chapter for specific IP 
address, login/password information, and modem numbers you need for 
CentreVu CMS.
Note:You may need to enlist the assistance of a network administrator to 
accurately provide the IP address and network name resolution 
information.
Enter your Information here...
CentreVu Explorer II server 
modem numbero
_______________________________
CentreVu Explorer II IP 
address o
_____-_____-_____-_____
CentreVu Explorer II server 
system name o
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _
(Choose a name no more than 15 
characters in length) 
CentreVu Explorer II 
login/password informationo
_______________________________
DNS Server IP addresso
_____-_____-_____-_____