Taske ACD ToolBox Installation Guide

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The VT100 ACD Monitor
The VT100 Terminal is a dumb terminal which enables maintenance and/or CDE
programming for the SX-200 Digital telephone switch.  The TASKE ToolBox can be used
with the VT100 Terminal and requires the following settings to be made in the MITEL SX-
200 Digital CDE Forms.  For the dataset, program the 1103 dataset with the circuit
descriptor settings outlined below.
Form 11* - DATA CIRCUIT DESCRIPTOR OPTIONS
Guard Timer2 seconds
Minimum Baud Rate 9600
Default Baud Rate9600
Maximum Baud Rate9600
Always Use Default Baud Rate When CalledYes
DTR Off Disconnect Timer5 seconds
DTR To CTS Delay Timer100 msec increment
DTR Forced HighYes
RTS Forced HighYes
DSR is Held High When Device Is IdleNo
CTS is Held High When Device Is IdleNo
Session Inactivity Disconnect Timer 0 minutes
Originate A DTRX Call With A Low > High Transition Of DTRNo
Action Taken if the Idle DTE has DTR Low (Auto-Answer)Refuse
Pooled Modem Communication Established IndicatorDCD
First Modem Tone2025
Second Modem Tone2025
ASYNC:Keyboard Origination Allowed(Autobaud)Yes
ASYNC:ADL AutobaudEnable
ASYNC: Flow ControlXON/XOFF
ASYNC: XON Character17
ASYNC: ParityNone
ASYNC: XOFF Character19
ASYNC: Break Key FunctionTransparent
ASYNC:PBX Attention Character0
ASYNC: Character Length8
ASYNC:Number Of Stop Bits1
ASYNC:Autobaud To Host Character 113
ASYNC:Autobaud To Host Character 20
ASYNC:Delay Between Autobaud Characters100 
						

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DS2100:Operating ModeASYNC
SYNC:Rate Adaption SchemeMINET
SYNC:Clock SourceINTERNAL
A VT100 Terminal can be connected to the TASKE ToolBox via the dataset to a computer
comport. The TASKE ToolBox can receive VT100 Terminal information through either the
TASKE Sign program or the TASKE VT100 Terminal program. If only one VT100
Terminal dataset is attached to the computer, only one program can use the VT100 Terminal
dataset at once. If two VT100 Terminal datasets are attached to the TASKE ToolBox, both
the TASKE Sign program and the VT100 Terminal program can each have their own
individual VT100 Terminal dataset.
The TASKE ToolBox has two programs working with the VT100 Terminal. The TASKE
VT100 Terminal program emulates a dumb terminal but instead uses the PC computer. All
commands and functions are available. The TASKE Sign program works the same as the
TASKE VT100 Terminal program except does more. The TASKE Sign program uses the
VT100 Terminal to update the reader board variables. TASKE needs the VT100 Terminal to
be in either the System Activity screen or the  Group Summary screen. The VT100 Terminal
displays green on the display when TASKE is accessing the VT100 Terminal for the TASKE
Sign variables.
The TASKE ToolBox has settings which are needed for VT100 Terminal connectivity. The
TASKE INI File Editor allows you to set various options. Under the comports folder is the
pulldown section Choose Service The settings VT100 and Sign VT100 can be set to the
proper comport, baud rate, data bit, parity and stop bits. The VT100 is the setting for the
TASKE VT100 program. The SIGN VT100 is the setting for the VT100 Terminal for the
TASKE Sign program. Under the TASKE Sign folder is the TASKE Sign Settings section
which has a checkbox for the Use System Screen. If the checkbox is enabled, the VT100
Terminal must be in the System Activity screen in order for the TASKE Sign program to
update reader board variables, otherwise, you must be in the Group Summary screen.
Note      If the VT100 Terminal seems to have text missing, use the Control - W command torefresh the screen.Once everything is connected, you can get into the VT100 Terminal by pressing enter a few
times. The welcome message appears followed by the menu options.  Select option 1 for the
VT100 Terminal. Type ACD MON followed by the password 1000. You can do maintenance
or change CDE programming.  If you are using the TASKE Sign program then make sure
you are in the right screen (System Activity or  Group Summary screen). 
						

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Appendix B:  Networking Issues
Configuring Microsoft Software
This appendix provides guidelines for setting up and configuring PCs on a Microsoft
Network to support TASKE Call Center Management Tools. Although every attempt has
been made to provide accurate instructions, this appendix is provided as a courtesy
supplement (not a replacement) to the Microsoft operating system documentation, and as
such, this appendix may contain unintentional omissions or inaccuracies.
If you are in doubt, consult the Microsoft documentation or Microsoft Online Help. If you
experience a problem configuring the Windows operating system or setting up your
Microsoft Network, please contact your network administrator or Microsoft Technical
Support directly.
Configuring a Parallel Port Under Windows 95
1. Select Settings:Control Panel, and then choose System.
2. On the Device Manager tab, select the printer port.
3. On the Driver tab, choose the Change Driver button.
4. Choose the Show All Devices option.
5. In the Manufacturers box, click Standard Port Types.
6. In the Models box, click Printer Port, and then click OK.
Note:  In the next Step, you will be prompted for the Windows 95 CD-ROM. If
you aren’t prompted for the Windows 95 CD-ROM, reconfigure the ECP
port as a standard port using the computer’s CMOS settings as described
above.
7. When prompted for the Windows 95 CD-ROM:
i)Insert the CD-ROM in the drive.
ii)Specify the following path to the Lpt.vxd file:
:\drivers\printers\1pt
Note:  If you don’t have a Windows 95 CD-ROM, you can obtain the required
Lpt.vxd file from the Microsoft Windows 95 Service Pack 1.
8. Click OK.
9. Verify that the Lpt.vxd file is version 4.00.503 or higher (double-click the
port in Device Manager, and then click the Device tab). If the Lpt.vxd file
is version 4.00.950, you will have to complete the following steps to copy
the Lpt.vxd file to the Windows System folder manually. 
						

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i)  In Windows Explorer, navigate to the Windows System folder.
ii)Rename the existing Lpt.vxd file to Lpt.xxx.
iii)Drag the Lpt.vxd file from the Drivers\Printer\Lpt folder on the
Windows 95 CD-ROM to the Windows System folder on your computer.
10. Check the Resources tab in Printer Port properties to verify that the
settings are correct:
If the Direct Memory Access value is displayed for a setting, clear the
Use Automatic Settings option, and then change the value in the
Settings Based On box until the Direct Memory Access value is no
longer displayed. When you are prompted to confirm that you have
modified the settings manually, click Yes.
11. When you are prompted to restart your computer, restart Windows 95.
Adding File & Printer Services under Windows 95/98
If you don’t have file and printer services installed, you might need the Windows 95 or
Windows 98 CD-ROM to complete this procedure.
1. Using the Windows Explorer on the machine that will be used to store
TASKE data, select the Network Neighborhood icon and right-click.
2. Choose Properties. The Network dialog box opens.
3. On the Configuration tab, click Add. The Select Network Component
Type dialog box opens.
4. Select Service and click Add. The Select Network dialog box opens.
5. In the Manufacturers list, select Microsoft.
6. In the Network Services list, click File and Printer Sharing for
Microsoft Windows.
7. Click OK. The Network dialog box is redisplayed with a File and printer
sharing for Microsoft Windows item in the list of installed network
components.
8. Click File and Print Sharing. The File and Print Sharing dialog box
opens.
9. Select the I want to be able to give others access to my files option,
and then click OK.
10. Click OK to close the Network dialog box. The System Settings Change
dialog box opens, prompting you to restart the computer.
11. Click Yes to restart the computer. 
						

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Windows 95/98 Sharing and Permissions
To set up taske directory sharing on a Windows 95/98 PC:
1. Using the Windows Explorer on the machine that will be used to store
TASKE data, select the taske directory and right-click.
2. Choose Properties. The Properties sheet for the selected directory
opens.
3. On the Sharing tab, select the Shared As option.
4. In the Share Name box, type a name that will be used to identify the share
assignment (also known as a share name). For example, “TASKE-
PBXdatabase”. Make a note of whichever share name you use, as you will
need it later on when you map a network drive to this computer from
another networked computer.
5. In the Name list, select The World and then click Edit. The Change
Access Rights dialog box opens.
6. Verify that the Full Access Rights option is selected, then click OK.
7. Click Apply and then OK to close the ServerPath directory’s Property
sheet.
To set Windows 95 file/directory permissions on the taske
subdirectories:
1. Double-click the taske directory.
2. In the right pane, select the SignData, SiteData, and VoiceData
subdirectories, and then right-click.
3. Choose Properties. A Properties sheet that is common to the selected
directories opens.
4. In the Attributes area on the General tab, select the Read-only option.
5. Click Apply and then click OK. 
						

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Windows NT Sharing and Permissions
To set up taske directory sharing on a Windows NT PC:
1. Using the Windows NT Explorer on the machine that will be used to store
TASKE data, select the ServerPath directory and choose
File:Properties. The property sheet for the ServerPath directory opens.
2. Click the Sharing tab.
3. Select the Share As option, and in the Share Name box, type a name
that you will use to identify the share assignment (also known as a share
name). For example, “TASKE-PBXdatabase”. Make a note of whichever
share name you use, as you will need it later on when you map a network
drive to this computer from another networked computer.
4. Click Permissions. The Access Through Share Permissions dialog
box opens.
5. In the Name list, verify that Everyone is permitted Full Control. If a
different value is displayed, select Full Control in the Type of Control
box.
6. Click OK to close the Access Through Share Permissions dialog box.
7. Click Apply and then click OK to close the ServerPath directory’s
Property sheet.
To set Windows NT file/directory permissions on the taske
subdirectories:
1. Double-click the ServerPath directory.
2. Select the User subdirectory and right-click.
3. Choose Properties.
4. On the Security tab, click the Permissions button. The Directory
Permissions dialog box opens.
5. Verify that the Replace Permissions on Existing Files option is
selected.
6. Select the line corresponding to Everyone.
7. In the Type of Access box, choose Special Directory Access.
8. In the Special Directory Access dialog box, select the Read option ¾
clear all other options.
9. Click OK until all dialog boxes have been closed. 
						

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10. Select the ACD subdirectory and right-click.
11. Repeat Steps 3 through 7 for the ACD subdirectory.
12. In the Special Directory Access dialog box, select the Read option and
the Write option ¾ clear all other options.
13. Click OK until all dialog boxes have been closed.
14. Repeat Steps 10 through 13 for the LOGS and SMDR subdirectories.
Mapping a Network Drive
All network-connected PCs running TASKE software need access to the TASKE database.
When you install TASKE software on a network-connected PC, you are required to specify
where the TASKE data files reside.
When you installed the TASKE ACD ToolBox, you defined the ServerPath, which points to
the TASKE database. The procedure below explains how to map a network drive to the
ServerPath directory.
Perform this procedure on the PC requiring access to the TASKE database.
To map a drive to the taske directory:
1. Using Windows Explorer, choose Tools:Map Network Drive. The Map
Network Drive dialog box opens.
2. In the Drive box, select an unused, logical drive letter (e.g. T).
3. In the Path box, enter the logical network node name of the computer
where the TASKE data resides and include the share name that you
assigned previously to the ServerPath directory (e.g.
\\TASKEFILESERVER\TASKE-PBXdatabase).4. Select the Reconnect at Logon option.
5. Click OK. 
						

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Appendix C: TASKE Voice ToolBox
Installing Dialogic Boards
The TASKE Voice ToolBox currently supports the following four models of Dialogic Voice
Boards.
· D/41D (full-size card)
· D/41H (half-size card)
· Dialog/4 (half-size card)
· D/41E (UK full-size card)
The installation procedures are the same for the D/41D, D/41H, and Dialog/4, while the
D/41E requires different installation procedures.
Dialogic D/41D, D/41H, and Dialog/4
The following steps provide a quick overview of the Quick Installation card.
Note     If you have purchased the D/41D card, make certain there is enough space in thecomputers case for the card and ensure there is not interfere with the proper cooling of the
CPU.  A Quick Installation card is included with both versions of the Dialogic voice cards
and should be read carefully.  The reference card explains how to configure and install the
voice card in a PC.1. If you are installing 1 voice card, ensure that JP7 has a jumper installed
across its two pins.  If you are installing multiple voice cards, remove
jumper JP7 from all but one of the voice cards.
2. The D/41D and D/41H voice cards require a single hardware interrupt
request line (IRQ), with the default being IRQ 3.
The table below outlines Jumper JP1 sets the IRQ, as well as the computer resource which
typically uses each  IRQ.  Before attempting to use an IRQ for the voice card, verify that the
IRQ is not being used by another card in the system.
IRQ SettingsPin PositionIRQResource12/9Video card23
(default)COM 234COM 145LPT2 / Sound56Floppy Disk67LPT1 
						

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3. Each voice card requires a section of the computers upper memory for
proper functioning.  To set the memory upper address for a card, both the
base memory address and the offset memory address must be specified.
4. To set the base memory address, set jumpers JP5 and JP6 to one of the
base addresses listed in the table below.
Base Memory AddressesJP5JP6Base MemoryAddressoutoutD0000H (default)inoutA0000HoutinC0000HininB0000H5. To set the offset memory address, set the dip switches at SW1 to one of
the offset addresses listed in the table below.
Offset Memory AddressesSW 11            2            3Offset MemoryAddressoffoffoff0000Hoffoffon2000Hoffonoff4000Hoffonon6000Honoffoff8000HonoffonA000HononoffC000HonononE000H 
						

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6. To determine which upper memory address the board is using, simply add
the base and offset memory addresses together.
For example, if the base memory address is D0000H (H means hexadecimal) and the offset
memory address is 8000H, then the upper memory address being used is D8000H.
7. Verify that other cards in your system are not using the same upper
memory address as the voice cards.
Note     The memory address range from D0000H to DFFFFH is usually free, but other cardsmay attempt to use memory addresses within that range.In addition, recall that each voice card must use a unique upper memory address.  Each card
can, however, use consecutive memory addresses.
For example, a system could have four D/41D, Dialog/4, or D/41H voice cards with the
following addresses: D0000H, D2000H, D4000H, and D6000H.  However, if a network card
uses memory address D6000H, the voice card at that memory address would have to be
moved to another address (i.e. DA000H, DC000H, or DE000).
Dialogic D/41E
The D/41E voice card comes as a full length card.  Make certain there is enough space in the
computers case for the card and ensure it does not interfere with the proper cooling of the
CPU.
A Quick Installation instruction card is included with the D/41E card.  It should be read
carefully.  The reference card explains how to configure and install the voice card in a PC.
Select a unique board ID number for each voice card by turning the rotary switch SW1 to the
desired hexadecimal number.  The numbers range from 0H to FH (0 to 15 in decimal).
All D/41E voice cards share IRQ 3 and upper memory address D0000H.  Therefore, before
attempting to use these cards, it is important to verify that the IRQ and the upper memory
address are not being used by another card in the system.
Installing ONS Ports from the PBX
The TASKE Voice ToolBox requires a separate ONS port connected to each channel of each
Dialogic Voice Card that is to be used as a RAD.
D/41D, Dialog/4, and D/41H
These voice cards have two RJ-14 jacks on the back of the card.  Each RJ-14 jack provides a
connection for two voice channels as illustrated in the table below.
D/41E
The voice card has four RJ-11 jacks on the back of the card.  Each RJ-11 jack provides a
connection for a single voice channel as illustrated below.