Taske ACD ToolBox Installation Guide

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· The host PBX system and the TASKE Server have been connected (refer to Appendix
A)
If you are installing the TASKE software in a network environment (i.e. you are installing
TASKE Call Center Management Tools on a number of network-connected computers), we
additionally assume that the following software has been installed, configured, and tested on
each PC:
· Microsoft file and printer sharing services
· TCP/IP network protocol services
If you are installing the TASKE database on a network-connected file server, we assume
that:
· the file server has sufficient capacity for the TASKE database
· a logical network drive has been mapped to the file server (ServerPath directory) from
the TASKE Standalone PC or TASKE Server (see “Mapping a Network Drive” in
Appendix B)
Hardware Installation
The hardware installation involves:
· Installing the DigiBoard serial communications card.
· Installing the TASKE Software Lock.
DigiBoard Installation
A Digi board is an intelligent serial communication card inserted into a spare slot on a PCs
motherboard.  TASKE recommends the use of Digi smart cards (ex. XE series) with the
ACD ToolBox for the following reasons.
· they provide additional communication ports, without using system IRQs
· they have an onboard processor for buffering data
· they are supported by Windows For Workgroups, Windows 95, and Windows NT
To install a Digi board and its software drivers, please refer to the Digi installation guide
provided by the manufacturer of the board. 
						

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Software Lock Installation
The software lock is a blue adapter connected to the printer port on the TASKE machine and
connected to the telephone switch.  The male end of the software lock (the end with pins)
connects to the parallel (printer) port on the back of the TASKE Server or Standalone
machine.
If there is a printer already connected to the printer port on the PC, you must disconnect the
printer, plug the software lock into the printer port, and plug the printer cable into the
female end (end without pins) of the software lock.  This setup is illustrated below.TASKE Machine
Printer
Software Lock
Printer CableImportant: The software lock (dongle) must remain connected to the TASKE Server as long
as TASKE Call Center Management Tools are being used.
ECP and EPP Parallel Ports
The TASKE ToolBox requires a standard parallel port for the software lock to function
properly.  Most Pentium systems include an on-board, high performance Parallel Port
configured through the systems CMOS settings.  The following sections discuss the steps
required to configure the hardware and operating system software as a standard parallel port.
Hardware Configuration
To disable extended bidirectional (i.e. ECP port) functionality and force the port to emulate a
standard printer port, you must disable the ECP port functionality through the systems
CMOS settings.  Although each system is different, the option can usually be found under
Chipset Features Setup or Peripherals Configuration. Ensure the Port Type or Port Mode
is set to Normal, AT, or SPP.  It should not be configured as ECP or EPP.Note: If you require more information about configuring the port via CMOS settings, refer to
the hardware documentation that came with your computer. 
						

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Note     Configuring the hardware alone in Windows 95 may not enable the software lock tofunction properly.   Configuring the Windows 95 operating system software may be required.
For instructions about how to configure the parallel port under Windows 95, see Appendix
B.Note: Bi-directional printers (such as the HP 5 Laserjet series) connected to the softwarelock can fool the operating system into thinking the lock is not present.  In the event a bi-
directional printer printer is connected to the TASKE Server, TASKE recommends that the
bi-directional functionality of the printer be disabled.Software Installation
Follow the procedure below to install TASKE ACD ToolBox software and the TASKE
database from the TASKE Call Center Management Tools CD-ROM, or from files that have
been downloaded from the TASKE web site.
Before You Begin
To ensure a successful, first-time installation, verify that the TASKE Server has at least 4
GB of free disk space on the target hard drive (for storing TASKE programs and TASKE
data), and have the following items on hand:
· TASKE Call Center Management Tools CD-ROM, or decompressed files from the
TASKE web site.
· Administration floppy disk.
Important: The readme.txt file on the CD-ROM contains important, last-minute
information about TASKE Call Center Management Tools. Before you start the installation
procedure, please review the readme.txt file ¾ it can be opened on the CD-ROM using a
text editor.
If You are Upgrading
When you install the TASKE ToolBox, any existing program files are overwritten. Although
the installation procedure has no effect on the TASKE database, it is a good idea to back up
the data if you are about to upgrade from a previous release of TASKE ToolBox software. 
						

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Installing the TASKE ToolBox Server Software
Note:     If you are installing a Network version, you must shut down all TASKEToolBox software on each TASKE Client and TASKE Server and install the software
on the TASKE Server first.  The ACD Collector must be shutdown before beginning
and the computer must be re-booted when the installation is complete.1. If you haven’t done so already, install the software lock (dongle) as
illustrated previously.
2. If any applications are running on your computer, close them now.
3. Insert the TASKE Call Center Management Tools CD-ROM and click
Install when the Autorun dialog box opens.
Or
If you have files from the TASKE web site, open the Disk1 directory in the
temporary area on your computer’s local hard drive, then double-click the
Setup.exe program icon.
Once the setup program is launched, the Welcome dialog box appears. This is a reminder to
close any programs currently running on your PC before continuing the installation of the
TASKE Setup program.
4. Choose the Next > button to allow the TASKE ToolBox installation to
proceed.
The Software License Agreement dialog box appears.
5. Once you have read the Software License Agreement, if you agree, select
the Next > button.
The Setup Information dialog box appears.  Be sure to read the Setup information, and
follow the directions it contains.
6. Once you have read the Setup Information, select the Next > button.
The Operating System Requirements dialog box appears.  Make sure you have the
recommended requirements before continuing with the installation.
7. Once you have read the System Requirements, select the Next > button. 
						

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The Select Components dialog box appears as below.The Select Components dialog box contains drop-down choices for setting up the TASKE
ToolBox components.  You will see four choices for the component settings: Server,
Supervisor, Enterprise Supervisor and Agent.
Server: This is the same as Server installation in previous versions.  Server is a site that does
the actual collection of the data and all the TASKE Clients are attached to a server.
Supervisor: A Supervisor is equivalent to a TASKE Client, and retains all the functionality
of a client.  All the clients are connected to a TASKE server through a network.  They can
run Reports, Monitor, Search, etc. over the network.  A Supervisor can access the SiteData
and SignData directories of a TASKE server which contain the results from data collection.
Enterprise Supervisor: An Enterprise Supervisor is a Supervisor (Client) that can perform
all the functionality of a Supervisor over an Enterprise network (across multiple sites).
Agent: An Agent only has the permission to run the TASKE Agent Desktop Program over
the network.
By default, the TASKE ToolBox and WallSign are installed, and the TASKE Voice Toolbox
is not.  Select the components you want to install by selecting the checkbox beside the
appropriate component.  You also need to choose a service for each selected component.
8. For ACD ToolBox choose Server.
9. For WallSign, choose Server (this will install WallSign Administrator
(formerly Sign Configuration) and WallSign Server (formerly Sign
Machine).
10. If you are installing the Voice Toolbox, click the dialog box.  Choose
Server to setup the Server location of the TASKE Voice Toolbox.
11. Once you have completed setting your Select Components, select the
Next > button. 
						

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The Locate TASKE License Files dialog box appears.  You need to provide the Path where
your licensing information resides.  By default, the Install program populates the text box
with “a:\” as License Files are shipped on a 3.5” floppy disk.
12. Insert the disk labeled License Info into floppy drive A.
13. Once you have completed setting your License files location, select the
Next > button.
The Select Destination Directory dialog box appears.  By default, the Destination directory
is populated with c:\taske  To change the install to a different directory, click on the Browse
button and choose the directory you would like the TASKE software to be installed in.
When you enter the Path where the files are to be stored, ensure there is plenty of disk space
on the selected drive.
14. Once you have completed setting your Destination directory, select the
Next > button.
The Select SiteData Directory dialog box appears.  The Site Data Destination directory is a
shared path located on the network that points to your ACD ToolBox Server PC.  This
setting specifies the location of the PBX database, and data files.  If the directory is not
specified correctly, client copies of the TASKE ToolBox will not be able to connect to the
TASKE database to receive any real-time or historical information.
This setting by default will be set to a local directory, and should be installed locally, on the
 drive.
15. Enter the path for the SiteData directory.  It should be c:	aske\SiteData
To change the path to a different directory, click on the Browse button and choose the
directory your TASKE database and site data are installed in.
16. Once you have completed setting your Site Data Destination directory,
select the Next > button.
The Share SiteData Directory dialog box appears.  For clients to connect to the SiteData
directory, the directory must be shared.  The TASKE ToolBox install can perform this
function when the directory is created.
17. If you would like the Site Data Destination directory to be shared, select
the Create Share button.  When your settings are complete, select the
Next > button. 
						

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The Select SignData Directory dialog box appears.  The SignData directory is a shared
path located on the network that points to your WallSign Server PC.  This setting specifies
the location of the Sign Server configuration files.  If the directory is not specified correctly,
client copies of the TASKE WallSign will not be able to connect to the TASKE Sign Server
and configure any readerboards.
This setting by default will be set to a local directory, and should be installed locally, on the
 drive.
18. Enter the path for the SignData directory.  It should be c:	aske\SignData
To change the path to a different directory, click on the Browse button and choose the
directory your TASKE database and sitedata are installed in.
19. Once you have completed setting your SignData Destination directory,
select the Next > button.
The Share SignData Directory dialog box appears.  For clients to connect to the SignData
directory, the directory must be shared.  The TASKE ToolBox install can perform this
function when the directory is created.
20. If you would like the Sign Data Destination directory to be shared, select
the Create Share button.  When your settings are complete, select the
Next > button.
If you chose to install the TASKE Voice ToolBox, the Select VoiceData Directory dialog box
appears.
The VoiceData directory is a shared path located on the network that points to your TASKE
Voice Server PC.  This setting specifies the location of the Voice Server configuration files.
If the directory is not specified correctly, client copies of the TASKE Voice tools will not be
able to connect to the TASKE Voice Server and configure any of the voice channels.
This setting by default will be set to a local directory, and should be installed locally, on the
 drive.
21. Enter the path for the VoiceData directory.  It should be
c:	aske\VoiceDataPath
To change the path to a different directory, click on the Browse button and choose the
directory your TASKE voicedata is installed in.
22. Once you have completed setting your VoiceData Destination directory,
select the Next > button. 
						

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The Share VoiceData Directory dialog box appears.  For clients to connect to the
VoiceData directory, the directory must be shared.  The TASKE ToolBox install can perform
this function when the directory is created.
23. If you would like the Voice Data Destination directory to be shared,
select the Create Share button.  When your settings are complete,
select the Next > button.
The Local Server TCP/IP Settings dialog box appears as below.  Enter the network name
and TCP/IP address of the server machine.24. Once you have completed setting your local server name and TCP/IP
address, select the Next > button.
The Select SX-200D PBX data connections settings dialog box appears as below: 
						

							________________________TASKE ACD ToolBox Installation Guide      15You must select the Serial Port for both SMDR and ACD and verify that settings are
identical to your PBX settings.
25. Once you have completed setting your serial ports for SMDR and ACD,
select the Next > button.
If you chose to install a WallSign, the Select WallSign Serial Port Settings dialog box
appears.
26. Once you have completed setting the serial port for the TASKE
WallSign, select the Next > button.
The Select Program Folder dialog box appears.  By default, the Setup program creates a
Program Folder called “TASKE ToolBox v7”.  You may accept this, create a new folder, or
choose from your Existing Folders List.  Choose the name of the Program Group in which
the TASKE ToolBox is to reside.
27. When you have chosen a folder for your TASKE files to reside in, select
the Next > button.
The Start Copying Files dialog box appears.  The Start Copying Files dialog box displays
all of the settings that the user has selected in previous screens.  These entries are not
editable in this dialog box.  If you wish to change any of the settings, click on the < Back
button until you reach the dialog box for the settings you wish to change.
28. If you wish to accept the settings as they are displayed, click the Next >
button. 
						

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The File Copying Progress dialog box appears.  The File Copying Progress dialog box
displays the progress of the files being installed.  You are not prompted for anything during
this process.
The Setup Complete dialog box appears as below:29. Select the Finish button to complete the installation of the TASKE Setup
program.  If you did not receive the patch file Information Dialog Box,
reboot your computer before starting the TASKE software.