Taske ACD ToolBox Installation Guide

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Chapter 4: ToolBox Installation for
Supervisor/Client
Overview
This chapter describes the options and steps to follow while installing the TASKE ACD
ToolBox client software on a network-connected computer running Windows 95, 98, or NT.
Requirements
TASKE ACD ToolBox client software may be installed on a computer running Microsoft
Windows 95, Windows 98, or Windows NT 4.0 (with Service Pack 3 or later). For optimum
performance, the computer should be equipped with a standard color monitor, mouse,
keyboard, and the following software and hardware (or better):
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)32 MB (min)MonitorSuper VGA or BetterDisk Space4.0 GB (min)Floppy Drive3.5” HDDCommunications 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 StackTASKE 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)RAM32 MBDisk Space2.0 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) 
						

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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 TASKE software lock (dongle) is installed on the TASKE Server (see “Installing the
TASKE Software Lock” in Section 3).
· Microsoft file and printer sharing services and TCP/IP network protocol services have
been installed and tested on the client PC (see “Network Considerations” in Section 1).
· a logical network drive has been mapped to the TASKE database (ServerPath directory)
from the Desktop Sign PC (see “Mapping a Network Drive” in Appendix B).
Software Installation
Follow the procedure below to install TASKE ACD ToolBox client software 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, 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 ACD ToolBox client software, any existing program files on
the client PC are overwritten. 
						

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Installing the TASKE ToolBox Client Software
1. If any applications are running on the client PC, close them now.
2. 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.
If this is a first time installation, or if you are performing an upgrade and the license files
can not be found, you are requested to provide licensing information.  If licensing
information is required, the dialog box illustrated below appears.You need to provide the Path where your licensing information resides.
3. Insert the disk labeled License Info into floppy drive A.
4. Type the drive letter A:\.
5. Select the Next > button.
Note     If you are not presented with the screen illustrated above, then the TASKE softwarehas already read your licensing information from the previous installation and lets you
proceed.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. 
						

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6. Choose the Next > button to allow the TASKE ToolBox installation toproceed.
The Software License Agreement dialog box appears.
7. 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.
8. 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.
9. Once you have read the System Requirements, select the Next > button.
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. 
						

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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 ACD ToolBox and WallSign are installed, and the 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.
10. For ACD ToolBox choose Supervisor.
11. For WallSign, choose Client.
12. If you are installing the Voice Toolbox, click the dialog box.  Choose Client
to setup the TASKE Voice Toolbox.
13. Once you have completed setting your Select Components, 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.
13. 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.
14. This setting should be  \\“NameofTaskeServerMachine”\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.
15. Once you have completed setting your Site Data Destination directory,
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.
16. This setting should be  \\“NameofTaskeServerMachine”\SignData
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.
17. Once you have completed setting your Sign Data Destination directory,
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.
18. Enter the path for the VoiceData directory.  It should be
\\“NameofTaskeServerMachine”\VoiceDataTo change the path to a different directory, click on the Browse button and choose the
directory your TASKE voice data is installed in.
19. Once you have completed setting your VoiceData Destination directory,
select the Next > button.
The Enter computer’s TCP/IP settings dialog box appears as below: 
						

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The computer’s TCP/IP setting specifies the name of the computer, and its TCP/IP address.
Enter the name and TCP/IP address of your computer.  If you enter the incorrect
information, or are not sure of the information, click the “Auto Detect” button.  This will
force the TASKE ToolBox setup to find the correct information before proceeding.
20. Once you have completed setting your Server Name and TCP/IP
address, select the Next > button.
If you chose to install a Wallsign, the Remote Wall Sign Server TCP/IP settings  dialog box
appears.
21. Once you have completed setting your WallSign Server Name and
TCP/IP address, select the Next > button.
If you chose to install the Voice ToolBox, the Remote Voice Server TCP/IP settings  dialog
box appears.
22. Once you have completed setting your Voice Server Name and TCP/IP
address, 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.
23. 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.
24. If you wish to accept the settings as they are displayed, click the Next >
button.
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: 
						

							24    TASKE ACD ToolBox Installation Guide______________________25. 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. 
						

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Appendix A:  PBX Programming
This appendix describes the hardware configuration and programming required of the
MITEL 200 system to support TASKE Call Center Management Tools.  PBX programming
is required for both the TASKE ToolBox and the TASKE Voice ToolBox.
TASKE ToolBox PBX Configuration
This overview is intended to show you the necessary hardware connectivity and
programming for the MITEL SX-200 PBX.  The PBX must be programmed with specific
settings in order for the TASKE Software to receive the necessary SMDR and Agent Shift
Summary data records.  The VT100 ACD Monitor is optional.
The hardware requirements for connectivity with the SX-200 are as follows.
· A TASKE PC with an Available Comport (or 2 if using the VT100 ACD Monitor
Option)
· RS-232 Cable (or 2 if using the VT100 ACD Monitor Option)
· An Asyncronous Dataset for SMDR And Agent Shift Summary Data Records
· An Asyncronous Dataset for VT100 ACD Monitor (Optional)
· A SX-200® PBX with a DNIC Line Card with the ACD Option
MITEL SX-200 Connectivity
FIGURE 1-1: SX-200 Connectivity, shows the connections between the MITEL SX-200
PBX and the TASKE PC.
FIGURE 1-1: SX-200 Connectivity 
						

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Programming Required For Dataset Connections
The following 5 Dataset Connections forms must be programmed.
1.  Class of Service - Setting SMDR Recording Options
2.  System Options - Setting ACD Option for SMDR Records, disable 5 digit SMDR.
3.  Trunk Groups - Setting Outgoing SMDR Recording Options
4.  Directed I/O - Setting SMDR and Agent Shift Records to the dataset connected to
TASKE.
5.  ACD Reports - Setting Agent Shift Records to Enabled
1.  Class Of Service
The Class of Service is Form 03 - COS Define. The option name SMDR - Record Incoming
Calls must be enabled for all COS of services. All Class Of Services must be set in the entire
PBX switch.
2.  System Options
The Systems Options is Form 04 - System Options/System Timers.  The option ACD Reports
must be enabled. The option 5-Digit SMDR must be disabled because the TASKE ToolBox
is using 4-Digit numbering.
3.  Trunk Options
The Trunk Options is Form 16 - Trunk Groups. The softkey SMDR/NO SMDR must be
enabled to SMDR.
4.  Directed I/O
The Directed I/O is Form 34 - Directed I/O.  For the Dataset #1,  the softkey SMDR must be
enabled with a printout type option of Autoprint and a printout guaranteed  set to NO. The
softkey  ACD AGT SUM must be enabled with a printout type option of Autoprint and a
printout guaranteed set to NO.
NOTE     The LDN for the Dataset used for the SMDR/Agent Shift should not have anyDirected I/O set.This directs SMDR and ACD Agent Summary records (also called ACD Agent Shift
Records) to the dataset connected to the sComOptions comport of the TASKE ACD
ToolBox.
5.  ACD Reports
You must login to the Maintenance Terminal with the correct USERNAME and
PASSWORD. The softkey ACD_REPORTS must be selected followed by the softkey
function SET. The ACD Report parameter AGENT_SHIFT must be enabled and can be
verified as enabled by the softkey function SHOW.