NEC Univerge SV8100 User manual

MyCalls Installation Manual
Version 1.0

Document History
Revision 1.0 September 2008
First release

Contents
Contents
Product Description .................................................................................................4
Requirements ..........................................................................................................5
Telephone System.......................................................................................................... 5
MyCalls PC Specification................................................................................................ 5
SV8100 Programming .............................................................................................6
Programming the SV8100 using a Script........................................................................ 6
Programming the SV8100 Manually ............................................................................... 8
Installing The MyCalls Server ....................................................................................... 11
Configuration Import...................................................................................................... 14
Using MyCalls........................................................................................................18
Check Calls are being Captured................................................................................... 18
Viewing / Amending Configuration................................................................................ 19
Setting Up Real Time Display Windows........................................................................ 22
Running Reports....................................................................................................26
Pre Defined Reports...................................................................................................... 26
Report Groups............................................................................................................... 33
Running Reports Using Report Templates ................................................................... 34
Installing a Client ...................................................................................................36
Network Client............................................................................................................... 36
Standard Client ............................................................................................................. 39
User Roles.............................................................................................................41
Agent Desktop User...................................................................................................... 41
Other User Roles .......................................................................................................... 44
Licensing ...............................................................................................................45
Reading the license from the SV8100........................................................................... 45
Registration................................................................................................................... 46
Upgrading a License..................................................................................................... 49
MyCalls Call Recorder Licensing.................................................................................. 49
Call Recording.......................................................................................................50
Overview....................................................................................................................... 50
Requirements................................................................................................................ 51
Configuring the ISDN card in the PBX.......................................................................... 52
Connecting The Call Recorder...................................................................................... 52
Locating the Call Recording Unit and PC...................................................................... 53
Installing the call recording software............................................................................. 53
MyCalls Configuration................................................................................................... 63
Call playback users and groups.................................................................................... 65
Playing back calls.......................................................................................................... 67
Finding Recorded Calls................................................................................................. 69
Quick Search................................................................................................................. 69
Customising the Call Records View.............................................................................. 70
Exact Channel Mapping................................................................................................ 75
Multiple Call Recorder Sample Configurations ............................................................. 82

Product Description
MyCalls is a complete call management package that can be used monitor phone system activity and
performance. It works by gathering call information from the SV8100 and storing it in a database.
The MyCalls application can then be used to run reports and view real time information from the
MyCalls database. There are different levels of the product available starting from MyCalls up to
MyCalls Calls Call Centre. A summary of the features in the different levels of the product are as
follows:
MyCalls
Real Time Status displays for Extensions, DDI’s and trunks.
Real Time Statistics, Single Value Windows and Combination Value Windows
Basic Alarms
Basic Reporting
MyCalls Call Manager
All the features of MyCalls plus:
Enhanced reporting
Enhanced alarms
Call costing
Users
Licensable options for Wallboards / Additional application users.
MyCalls Enterprise
All the features of MyCalls Call Manager plus:
Multi site capable
Scalable up to approx 300 PBX’s
MyCalls Call Centre / Agent Control
All the features of MyCalls Call Manager plus:
Reporting on ACD working on the SV8100
Detailed ACD group / Agent reports
Login to ACD using MyCalls Agent Control
ACD Supervisor users
MyCalls Call Recorder
Allows call playback of recorded calls through MyCalls
Exclude calls from recording based on DDI / Extension / CLI
Configurable user playback options

Requirements
Telephone System
An SV8100 Telephone System running system software version 1 or greater. The appropriate level of
PC programming should also be used.
A connection to the SV8100 MIS and SMDR output. Please refer to the ‘SV8100 programming’
section of the manual for further details.
MyCalls PC Specification
Minimum Specification Server
Intel based processor 2.5GHz
512MB RAM
Min 10GB of Available Hard Disk Space
O/S Windows XP Pro SP2 / Windows 2000 SP4 / Windows Server 2003 / Windows Vista Business,
Ultimate and Enterprise *
Recommended Specification Server
Intel Dual Core processor 2.6GHz
1GB RAM
Min 10GB of Available Hard Disk Space
O/S Windows XP Pro SP2 / Windows 2000 SP4 / Windows Server 2003 / Windows Vista Business,
Ultimate and Enterprise *
Please note, the PC Specification for running in MyCalls Call Centre, MyCalls Call Recorder or
MyCalls Enterprise model are different, refer to the appropriate manual for further details.
You will need local administrator rights to the PC to install MyCalls.
*MyCalls is not supported on 64 bit operating systems or in a thin client environment.

SV8100 Programming
MyCalls requires two TCP connections to the SV8100 in order to work, SMDR and P Command.
SMDR is used to provide call information after calls has completed. P Commands are used to display
real time information such as extension status and calls in queue information. The output can be
either collected from the Ethernet port on the CCPU or from an IPLA port if one is installed, the
programming sequence on the SV8100 is the same regardless of which port the data is gathered
from.
There are two ways in which the SV8100 can be programmed, using a script or setting the commands
manually. Using a script will program the PBX in a matter of seconds, setting the command manually
through the PC Programming tool.
Where Netlink is being used all of the SMDR and P Commands are all output from the Primary
system.
Programming the SV8100 using a Script
The script will enable all programmed extensions and trunks for SMDR output. The SMDR
configuration will also be changed for MyCalls preferred output. The TCP Ports for SMDR and P
Commands will be set to 4001 and 4000. A full list of commands are shown in the Programming the
SV8100 Manually section of this manual.
Connect to PC Pro and download the configuration from the SV8100. Once the configuration has
downloaded, select Scripts from the Tools menu.
Click the yellow folder in the box next to open the script file

Browse and locate the MyCallsv1.pcs (Usually located in c:\program files\SV8100 Application Suite\
NEC Philips SV8100 PC Pro\Cygnus\Philips\01_00\scripts folder.)
The path to the script file will be entered, uncheck the ‘Generate log file’ option and click ‘Generate.’
In a few seconds, the Complete notification will be displayed.
The downloaded configuration of the SV8100 has been modified, you should now upload the changed
configuration to the SV8100 and disconnect from PC Pro.

Programming the SV8100 Manually
To program the SV8100 manually, firstly connect to PC Pro and download the configuration from the
PBX. Select the ‘Advanced’ programming level then choose Wizards / Additional Devices / SMDR /
Setup / SMDR Port Setting. Enter a unique TCP Port for the SMDR output, usually TCP Port 4001
can be used. After entering the port number, click Apply to save the changes.
Advanced
programming
level
Wizards
In Wizards / Additional Devices / SMDR / Setup, select SMDR Service Options. Configure SMDR
Port 1 as follows, click apply to save the changes.
Output Port = LAN
Header Language = English
Omit Digits / Minimum Digits / Minimum Duration / Minimum Ring Duration = 0
SMDR Format = General Overseas
Note, as there is only one TCP connection available for SMDR, only SMDR Port one can be used.

In Wizards / Additional Devices / SMDR / Setup, select SMDR Output Options and configure as
shown below, again click Apply to save the changes. Items that are marked with an X are enabled,
and unchecked items are disabled.
Account Code / Caller ID Name = Account Code
Trunk / Received Dialed Number = Both
Toll Restriction Calls = 9
PBX Calls = 9
Trunk Number / Name = Number
Daily Summary = unchecked
Weekly Summary=unchecked
Monthly Summary =unehecked
Toll Charge Cost = See Below*
Incoming Call = 9
Extension Number / Name = Number
All Lines Busy (ALB) = unchecked
Walking Toll Restriction Table Number = 9
DDI Table Name = unchecked
Caller ID Output DDI to Trunk = unchecked
Date = unchecked
Caller ID / DDI Number = Caller ID Number
*If your carrier supports Advice of Charge, then you can enable this option and the cost associated
with the SMDR will override any MyCalls costing tables. It’s also necessary to setup the appropriate
multiplier for the Toll Charge.
In Wizards / Additional Devices / SMDR / Setup, select SMDR Output for Extensions. Enable each
extension for SMDR output and click Apply to save the changes.

In Wizards / Additional Devices / SMDR / Setup, select SMDR Output for Trunks. Enable each trunk
for SMDR output and click Apply to save the changes.
In Wizards / Advanced Items / ACD / ACD MIS Setup, following two items and click Apply.
ACD MIS Connection Port = CD-CP00 LAN
ACD MIS = 4000
All of the programming changes have now been made. Upload the modified configuration to the
SV8100 and disconnect from PC Pro.

Installing The MyCalls Server
The MyCalls server is the PC that will be responsible for collecting the SMDR and P commands from
the PBX and storing it in the MyCalls database. It is possible to install other MyCalls clients that can
connect to the MyCalls server to us the MyCalls application.
From the installation folder, run setup to start the installation wizard.
Note: If you are installing in Windows Vista and have ‘User Account Control’ enabled you will need to
click allow when asked if you want to allow the setup.exe to run.
The installation wizard will begin

At the Welcome screen click next
Carefully read the license agreement and click I accept, then next.
Select Complete and click next.

Next, enter a name for PBX, select your country and enter your area code.
!Note: The area code is used for determining the local calls in MyCalls. Enter the correct area
code.
Finally, click Install to start the installation process.
After the installation process has completed click finish.

Configuration Import
The configuration import tool is used to take data and settings from the SV8100 and import it into
MyCalls. Information such as extensions, DDI’s and trunks can quickly be imported into MyCalls
reducing the installation time of MyCalls.
From the Start / Programs / NEC Infrontia / MyCalls menu, run the Configuration Import Tool. Now
load PC Pro and take a download of the SV8100 configuration. In Wizards, select Applications /
MyCalls and choose a device type i.e. DDI’s. Highlight the DDI’s that you wish to import into MyCalls,
then right click on the highlighted area and click Copy Selection. Alternatively, you could highlight the
area and press Ctrl + C. Make sure you copy all of the columns that are available for the data that
you are importing. For example there are 3 columns to select for DDI’s.

In the Config Import Tool, right click you will be presented with a list of which items you are pasting
into the Config Import Tool. Choose which information you are pasting in by clicking on it.
Once the data has been pasted in, it will be displayed in the Config Import Tool. You may select /
deselect which items that will be imported.
The procedure can be repeated for each of the different devices that are being used in the PBX a
summary of the Config import items are show it the following table:
Account Codes If account codes are enabled, the account code
numbers are listed here
Callers The names and numbers entered as abb dials
Carriers Any LCR carriers that have been configured
DID’s The DDI numbers and names that have been setup
Extensions The extension numbers and names
Extension Groups A list of department group names and numbers
Pilot Numbers A list of ACD and department group pilot numbers
Trunks A list of trunk names, numbers and trunk type
Service Codes For future development
Display Messages For future development
Connected Netlinks For future development

The general page needs to be imported to tell MyCalls the IP Address of the PBX and the TCP ports
used. The general page will also verify that the SMDR is configured correctly on the SV8100. There
are 3 different pages from where the general page can be taken from depending on the SV8100
configuration. The rules on which general page you should use can be determined as follows:
•If you are going to collect the P commands and SMDR from the Ethernet port of the CCPU
then use the General (CCPU) page. This page is normally used where the VOIP is not being
used on the PBX.
•If you are using the IPLA for the SMDR and P command Output then you should use the
General (IPLA) Page.
•If you are using Netlink then you should always use the General (Netlink.) This means that
the SMDR and P Commands will be collected from the IPLA card.
When you have selected the correct general page, select the entire contents of the page and press
Ctrl + C or right click and select Copy Selection. Now switch to the Configuration Import Tool, right
click and choose to Paste General Information.
Once you have the items you require in the Configuration Import Tool click the import icon.

When you click import, the import tool will firstly check to see if you have entered information into
each of the areas. If you have not entered anything for example trunks you will get a warning
message telling you about it. Click yes if you are happy to continue.
The import also checks the information taken accross from the General page. If for example you
have not configured some of the items correcty in the SMDR setup you will be prompted. In this case
be sure to correct the items and upload them to the SV8100. Once they are uploaded, you will need
to copy and paste the information in the General page over again.
When the import is successful you receive the following message.
The system in now fully configured and operational based on the information imported by SV8100 PC
Pro.

Using MyCalls
Check Calls are being Captured
! Note: If you are using Windows XP Pro with service pack 2, The Windows firewall may
prompt you to allow MyCalls to run. Click unblock to allow MyCalls to run.
By default there are no users configured. At the login screen click OK.

From the main screen click the View menu and select Call Records Window. You will notice any
processed call records will be displayed in the lower section of the screen. If no records are being
displayed, you should check the programming of the SV8100.
Viewing / Amending Configuration
Most of the configuration for MyCalls will have been collected with the import tool. To amend or add
to any of this data, you need to go into Configure / Telephone System.

Expand PBX’s and the PBX name / Devices and you will see the list of different items. You can then
choose a device to change.
For example on extensions to edit the name of an extension, click ‘Create or Edit an Extension.’ The
list of extensions will be displayed and you can change the names of extensions or their group
membership. When you have finished, click OK to save the changes.