Taske ACD ToolBox Installation Guide

							TASKE®
 ACD ToolBox
Installation Guide
Version 7.0
for the
MITEL®
 SX-200®
 DIGITAL PBX
© 1999 TASKE Technology Inc.
Printed in Canada.
TASKE is a registered trademark of TASKE Technology Inc.
MITEL and SX-200 are registered trademarks of Mitel Corporation.
All other trademarks and registered trademarks are the property of their respective owners. 
						

							The TASKE Software License
1. GRANT OF LICENSE
  TASKE Technology grants to you, the end user, the right to use one copy of the TASKE ToolBox
programs (the “SOFTWARE”) on a single terminal that is connected to a single computer (with
a single CPU).  You may not copy the SOFTWARE or otherwise use it on more than one
computer or computer terminal at the same time UNLESS you have purchased a TASKE
Network ToolBox, in which case you are limited to the number of simultaneous users as called
for in your network license.
2. COPYRIGHT
  The SOFTWARE is owned by TASKE and is protected by U.S. and Canadian copyright laws and
international treaty provisions.  Therefore, you must treat the SOFTWARE like any other
copyrighted material (such as a book or musical recording) EXCEPT that you may either a) make
a copy of the SOFTWARE solely for backup or archival purposes or b) transfer the SOFTWARE
to a single hard disk provided that you keep the original solely for backup or archival purposes.
3. OTHER RESTRICTIONS
  You may not RENT or LEASE the SOFTWARE, but you may transfer the SOFTWARE with the
accompanying written materials on a permanent basis provided that you retain no copies and the
recipient agrees to the terms of this Agreement.  You may not reverse engineer, decompile or
disassemble the SOFTWARE.
4. LIMITED WARRANTY
  TASKE warrants that a) the SOFTWARE will perform substantially in accordance with the
accompanying printed materials for a period of 365 days from the date of receipt, and b) any
hardware accompanying the SOFTWARE will be free of defects in materials and workmanship
under normal use and service for 90 days from the date of receipt.
5. CUSTOMER REMEDIES
  TASKE’S entire liability and your exclusive remedy shall be, at TASKE’S option, either a) return of
the price paid or b) repair and replacement of the SOFTWARE or hardware that does not meet
TASKE’S Limited Warranty and which is returned to TASKE with a copy of the receipt of
purchase.  The Limited Warranty is VOID if failure of the SOFTWARE or hardware has resulted
from accident, abuse or misapplication.  Any replacement SOFTWARE will be warranted for the
remainder of the original warranty period OR 30 days, whichever is longer.
6. NO OTHER WARRANTIES
  TASKE disclaims all other warranties, either express or implied, including but not limited to implied
warranty of merchantability and fitness for a particular purpose, with respect to the SOFTWARE,
the accompanying written materials, and any accompanying hardware.
7. NO LIABILITY FOR CONSEQUENTIAL DAMAGES
In no event shall TASKE or its suppliers be liable for any damages whatsoever (including,
without limitation, damages for loss of business profits, business interruption, or other pecuniary
loss) arising out of the use or inability of this TASKE product, even if TASKE has been advised
of such damages. 
						

							TABLE OF CONTENTS
CHAPTER 1: INSTALLATION OVERVIEW..............................................................1
The TASKE Environment................................................................................................................................1
Network Considerations...................................................................................................................................1
A Word about TCP/IP....................................................................................................................................1
CHAPTER 2:  TASKE SOFTWARE LOCK AND LICENSING..................................3
Unlocking the TASKE Software.....................................................................................................................3
Software Lock Driver Software......................................................................................................................3
Software License Files...................................................................................................................................3
Registering Your Software.............................................................................................................................3
Upgrading TASKE Software..........................................................................................................................4
Downloading Files from the TASKE Web Site...............................................................................................4
CHAPTER 3: TOOLBOX INSTALLATION FOR SERVER.......................................5
Overview.......................................................................................................................................................5
Requirements.................................................................................................................................................5
Assumptions..................................................................................................................................................6
Hardware Installation......................................................................................................................................7
DigiBoard Installation....................................................................................................................................7
Software Lock Installation...............................................................................................................................8
ECP and EPP Parallel Ports...........................................................................................................................8
Software Installation........................................................................................................................................9
Before You Begin..........................................................................................................................................9
If You are Upgrading.....................................................................................................................................9
Installing the TASKE ToolBox Server Software...........................................................................................10
CHAPTER 4: TOOLBOX INSTALLATION FOR SUPERVISOR/CLIENT...............17
Overview.....................................................................................................................................................17
Requirements...............................................................................................................................................17
Assumptions................................................................................................................................................18
Software Installation......................................................................................................................................18
Before You Begin........................................................................................................................................18
If You are Upgrading...................................................................................................................................18
Installing the TASKE ToolBox Client Software............................................................................................19
APPENDIX A:  PBX PROGRAMMING....................................................................25
TASKE ToolBox PBX Configuration............................................................................................................25
MITEL SX-200 Connectivity.......................................................................................................................25
Programming Required For Dataset Connections..........................................................................................26
The VT100 ACD Monitor..............................................................................................................................27
APPENDIX B:  NETWORKING ISSUES.................................................................29
Configuring Microsoft Software....................................................................................................................29
Configuring a Parallel Port Under Windows 95............................................................................................29
Adding File & Printer Services under Windows 95/98..................................................................................30
Windows 95/98 Sharing and Permissions.....................................................................................................31
Windows NT Sharing and Permissions.........................................................................................................32
Mapping a Network Drive............................................................................................................................33
APPENDIX C: TASKE VOICE TOOLBOX.............................................................34
Installing Dialogic Boards............................................................................................................................34
Installing ONS Ports from the PBX..............................................................................................................36 
						

							________________________TASKE ACD ToolBox Installation Guide      1
Chapter 1: Installation Overview
This Installation guide provides instructions for installing the TASKE ToolBox software.
And describes how to configure a TASKE Server and network connected PCs.  You’ll find
installation procedures specific to each type of install (server and client).
This guide also contains detailed reference information about the Microsoft network
environment and the interface to the host PBX system.
The TASKE Environment
The TASKE ToolBox may be installed in a client-server (network) configuration.  In a
network configuration, the TASKE system comprises a network server and one or more
client PCs.  The installation procedures in this guide refer to the functional units in the
TASKE environment as described below.
TASKE Server The TASKE Server is connected to the host PBX system. The TASKE ACD
ToolBox (which includes the TASKE ACD Collector program) collects raw PBX data and
stores it in a format that can be shared by other TASKE programs.
When you install TASKE software, the ServerPath path refers to the location of TASKE
data, regardless of whether it resides on the TASKE Server or on a network-connected file
server.
TASKE Client PC Although a TASKE Client PC has all the functionality of a TASKE
Server, it isn’t connected directly to the host PBX system. However, the ACD Collector
program running on a TASKE Client PC can share TASKE data through a network
connection.
Network Considerations
The TASKE ACD ToolBox supports two types of networking software: Microsoft
Networking (recommended) and Novell Netware. The installation procedures in this guide
assume that you’re using Microsoft Networking ¾ Windows 95, Windows 98, and Windows
NT all come with Microsoft Networking services built into the operating system.
A Word about TCP/IP
The installation procedures in this guide also assume that TCP/IP is installed, configured,
and working properly on all PCs in the TASKE network ¾ the TASKE ACD ToolBox uses
port number 5200 to communicate with other TASKE programs. Please verify that port 5200
isn’t being used on your network.
If you have to test the operation of TCP/IP to ensure that it is working properly, try the
following: 
						

							2    TASKE ACD ToolBox Installation Guide______________________
· At each of the PCs running TASKE Call Center Management Tools, ping
127.0.0.1, which is the local host address (referring to the machine that
you are sitting at). If this doesn’t work, reinstall and configure the local
TCP/IP stack.
· At each PC having a network connection to the TASKE Server, ping the
TASKE Server. If you can do this, TCP/IP should be working properly. 
						

							________________________TASKE ACD ToolBox Installation Guide      3
Chapter 2:  TASKE Software Lock and
Licensing
The software described in this guide is provided under a license agreement with TASKE
Technology, Inc.  The software may be used or distributed only in accordance with the terms
of your license agreement.
Unlocking the TASKE Software
TASKE Technology Inc. administers the legal use of TASKE software through software
locks, Administration disks, and license files. This section explains how the software lock
and license files work together.
Software Lock Driver Software
Windows 95, Windows 98, and Windows NT do not allow applications to communicate
directly with the hardware of the machine. All requests must be done through the operating
system and the drivers. Therefore, a driver must be installed in order for TASKE to
communicate with the software lock. This driver (Sentinel) is copied to the TASKE Server
automatically when you install the TASKE ToolBox.
When you install the TASKE ToolBox, you are prompted to specify a path (ExePath), which
the computer will use to locate TASKE ToolBox programs and files. The Sentinel drivers for
the software lock are copied into subdirectories of the directory you specify. By default, the
installation script creates a target directory called “taske” on drive c: and copies the
programs and files there. For example, if you accept c:	aske as the ExePath, the drivers for
the software lock are copied to the c:	aske\Sentinel directory.
Software License Files
The TASKE ToolBox checks for the presence of two software license files in conjunction
with the software lock to regulate the use of TASKE Software. The two files are called
TASKELCK.INI and TASKELCK.LIS. The contents of these license files and the I.D.
number that’s programmed into the software lock determine which software features and
functions will be made available to you via the TASKE ToolBox.
License files are shipped on the Administration disk. When you install the TASKE ToolBox,
the installation script prompts you for the location of these license files. Typically, you will
only need to confirm the default path, a: (assuming drive a: is mapped to the floppy disk
drive). The installation script copies the license files from the floppy disk to the TASKE
Server automatically, saving them to the taske directory.
Registering Your Software
Please take a few minutes to complete and submit your registration card. Registering your
software will allow you to qualify for free software upgrades. You will also be put on our
mailing list so that you can stay informed of new releases and other important information
related to TASKE Call Center Management Tools. 
						

							4    TASKE ACD ToolBox Installation Guide______________________
Upgrading TASKE Software
If you are upgrading from a previous release of TASKE software, we recommend that you
download the latest software from the TASKE web site (www.taske.com). The software is
available in self-extracting, compressed-file format. You may download a single file
(recommended if you have a fast connection to the Internet) or download a number of
smaller compressed files one at a time (recommended if you have a slow or undependable
connection).
After downloading the files, you will have to contact TASKE Technology Inc. for new
license files. When you contact TASKE Technology Inc. for new licensing information,
please have your software Lock Number on hand. New licensing information is provided
electronically through email or on a new Administration disk through ground mail.
Tip:  You are eligible to receive free upgrades if your TASKE software is under warranty. If
your software warranty has expired, you must contact your dealer to renew your warranty
before new license files can be provided.
If you receive new license files via email, copy the new files to a floppy disk ¾ this disk will
become your new Administration disk. The new disk will replace previous versions of the
Administration disk. The new disk may be used with your existing software lock (dongle).
Downloading Files from the TASKE Web Site
To download and decompress files obtained from the TASKE web site:
1. Using your favorite web browser, go to the download area of the TASKE
web site (www.taske.com).2. Click the file that you would like to download. Your browser will prompt
you to open or save the file.
3. Save the file to a temporary area on your computer’s hard disk. Your
browser will start downloading the selected file.
4. If you are downloading several smaller files, repeat Step 3 until all the
files you need have been downloaded.
5. Decompress the downloaded files:
In the Windows Explorer, double-click each of the downloaded files one
at a time. This starts the self-extraction process. Several directories
named Disk1, Disk2, Disk3, etc. will be created in the directory where
your compressed files have been saved.
If you downloaded one file, you must run the WinZip program, in order to
allow Winzip to create all of the subdirectories required for the TASKE
ToolBox install to function properly.  If you do not run the WinZip
application to unzip the downloaded file, the unzip will fail. 
						

							________________________TASKE ACD ToolBox Installation Guide      5
Chapter 3: ToolBox Installation for Server
Overview
This chapter describes the options and steps to follow while installing the TASKE server
software on a computer running Windows 95, 98, or NT 4.0.  The TASKE software can be
installed from the TASKE Call Centre Management Tools CD-ROM or from files that have
been downloaded from the TASKE web site.
After installing the TASKE ToolBox, certain file and directory access permissions must be
properly configured for the TASKE software to communicate with the TASKE Server.  You
must:
· Set up directory sharing on the taske directory.
The following directories need to be shared on the TASKE Server.  Note that not all of these
directories will exist, depending on which server component you select to install.
· SiteData (stores all the PBX data, summaries, and database for the ACD Toolbox
Server)
· SignData (stores the database for the Wall Sign Server)
· VoiceData (stores the database and sound files for the Voice Server).
IMPORTANT:  Ensure that all other programs are shut down before installing the TASKEsoftware.
It is not possible to install this software without your licensing information.  During the
installation you are requested to insert a disk named License Info, or be able to provide the
directory Path where this information resides.
If you are upgrading from version 3.10.XXX  of the TASKE ACD ToolBox, the software
converts these files to the PBX format.  This procedure can take several hours depending on
the quantity and size of PBX data files.  However, the TASKE ACD Collector continues to
collect records during the conversion process.
Please ensure your system has the necessary hardware configuration recommended by
TASKE for use with the TASKE ACD ToolBox and Voice ToolBox applications.
Requirements
Please ensure your system has the necessary hardware configuration recommended by
TASKE for use with the TASKE Toolbox and TASKE Voice Toolbox applications. 
						

							6    TASKE ACD ToolBox Installation Guide______________________
TASKE ToolBox Hardware Requirements
Operating SystemProcessor:  IBM®PC, IBM PS/2 or 100% CompatibleCPUPentium II - 266 MHz (min)Required SoftwareWindows 95, 98 or Windows NT 4.0 SP4
Internet Explorer 4.0 or later  (required to view Online Help)Memory (RAM)64 MB (min)MonitorSuper VGA or BetterDisk Space4.0 GB (min)Floppy Drive and
CDRom Drive3.5” HDD
4 X CDRom Drive (For installation)Communications Ports2 RS-232 Communications Ports (Co-Processor such as DIGIBOARD)Printer Ports1 Parallel Printer PortPrinter1 Laser PrinterMouseBus , serial, or PS/2  mouseNetworkNetwork Card with Winsock 1.1 compliant TCP/IP Stack TASKE Voice ToolBox Hardware Requirements
TASKE ACD ToolBoxVersion 7Required SoftwareWindows 95, 98 or Windows NT 4.0 SP4
Internet Explorer 4.0 or later  (required to view Online Help)RAM64 MBDisk Space4.0 GBVideoSuper VGA Monitor with PCI Video CardNetworkNetwork card with Winsock 1.1 compliant TCP/IP stackComputerPentium II - 266MHz (min), 4 ISA slotsSound CardSoundBlaster or compatible (for Voice Config)Voice CardDialogic D/41D,D/41H, Dialog/4 or D/41E (UK version) See Appendix CFloppy Drive3.5 “ HDDCommunication Ports2 RS-232 communication portsMouseBus , serial, or PS/2  mouseBackup Power SupplyMini UPS (for Voice Machine only)Assumptions
The installation procedure assumes that:
· The host PBX system has been configured to support TASKE software (refer to
Appendix A)