NEC Univerge SC8100 User manual

MyCalls Enterprise Installation Manual
Version 1.3

Document History
Revision 1.1 Feb 2008
Initial Release
Revision 1.2 Jan 2011
Update for Version 3.0.0.0
Revision 1.3 May 2012
Update for MyCalls 3.5.0.0

Table of Contents
Description ........................................................................................................4
Requirements...................................................................................................................................5
Telephone System.............................................................................................................5
PC Specification.................................................................................................................5
Data Storage......................................................................................................................5
Licensing.............................................................................................................................................6
Installation Scenarios....................................................................................................................7
Scenario 1 –A Central MyCalls PC Colleting from Multiple PBX’s .....................................7
Scenario 2 –Clustered Installation with a Cluster server and Node Cluster Clients............8
Scenario 3 –Clustered Install with Group Cluster Clients...................................................9
Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients.........10
Installation Procedures...............................................................................................................11
Scenario 1 –Single MyCalls PC, Multiple PBX’s with SQL Express 2005. .......................11
Scenario 2 –Clustered Installation with a Cluster Server and Node Cluster Clients.........14
Scenario 4 - A Cluster Server with Node Cluster Clients and Group Cluster Clients.........24
Scenario 5 –Netlink installation .......................................................................................24
Scenario 6 –MyCalls Call Centre and Enterprise (Non-Netlink).......................................25
Scenario 7 –MyCalls Call Recorder and Enterprise.........................................................25
Using MyCalls with SQL 2005................................................................................................26
Installing the MyCalls and the MyCalls Database on a SQL 2005 Server.........................26
Installing MyCalls and The MyCalls Database on Separate PC’s .........................29
Installing the MyCalls Database.......................................................................................29
Testing The Connection to the MyCalls Database............................................................32
Adding an SV8100 or Aspire............................................................................................33
Adding an XN120.............................................................................................................37
Using MyCalls Enterprise..........................................................................................................39
Real Time Windows.........................................................................................................39
Reporting - Non Clustering Mode.....................................................................................39
Reporting - Clustering Mode ............................................................................................40
Users ...............................................................................................................................40

Description
MyCalls Enterprise can be used to provide a centralised call management solution for an
organisation. This manual is intended to give an installer who has knowledge of MyCalls the ability to
install MyCalls enterprise. MyCalls Enterprise works with the SV8100, Aspire, XN120 and SL1100
PBX. In an Enterprise installation a mixture of these different PBX’s can be used. Different
installation scenarios can be used for larger installation or for specific enterprise functionality. The
installation scenarios are described further in this manual.

Requirements
Telephone System
All SV8100 PBX’s will need to run SV8100 R7 system software or greater. If an Aspire or XN120 will
be part of the enterprise then they will need to be run 7.60 system software or greater. An Ethernet
connection to the SMDR and P command output will be required.
PC Specification
The MyCalls server is the PC that is responsible for communicating with the PBX and holding the
MyCalls database. MyCalls clients can be installed that will retrieve information from the MyCalls
server. A dedicated PC is strongly recommended for the MyCalls Server.
Minimum Hardware Specification
Intel Dual Core 2.0 GHz / Intel i3 Processor
2GB RAM
Min 20GB of available Hard Disk Space *see note1
Operating systems:
Windows XP Pro min SP2 –32 BIT only
Windows Server 2003 SP2 –32 BIT only
Windows Vista Business, Ultimate and Enterprise 32 BIT only
Windows 7 Professional, Ultimate and Enterprise 32 and 64 BIT
Windows Server 2008 / R2 –32 and 64 BIT
MyCalls is also supported on Terminal Services and Hyper V running on a Windows 2008 server*
MyCalls clients should be of the same minimum specification as the MyCalls server above.
You will need local administrator right to the PC to install MyCalls.
*Note 1. MyCalls is installed automatically in the ‘C’ drive the install will fail if a ‘C’ drive isn’t
available.
The PC Specification for running MyCalls Call Recorder and MyCalls Enterprise model are different,
refer to the appropriate manual for further details.
Data Storage
As MyCalls Enterprise can be dealing with large amounts of data, to cope with that, there are two
methods in which data can be stored in MyCalls. You can either use SQL Express 2005 or SQL
Server 2005. SQL Express 2005 is used by default with MyCalls and will allow up to 4GB of data to
be stored in it. 4GB of data is approximately 16,000,000 call records. Once the storage limit has
been reached it will be necessary to purge historic data from MyCalls.
SQL Server 2005 does not have any storage limits and can be used where you are required to store
more than 16,000,000 call records. It can also be used if a customer has a SQL Server and asks for
the MyCalls database to be installed on to it.

Licensing
The license for an Enterprise installation will be firstly installed on an SV8100 that has been
nominated as the SV8100 that will hold the license for the entire Enterprise. Any licenses relating to
the MyCalls Enterprise software will have to be installed on the SV8100 that is holding the license.
That will include any additional application users or call recording licenses. The PC that will act as the
MyCalls enterprise server will read the license from the SV8100 holding the license for the enterprise.
Once the license has been registered and installed on the enterprise server all of the other MyCalls
clients and server will take their license from the enterprise server. Any SV8100 that exists in the
enterprise will also require a license to allow SMDR and P Command output. Where Netlink is used,
it is not considered as an Enterprise installation and does not require a MyCalls Enterprise license
The scenarios that are given below cover different possible enterprise configurations.
10 x SV8100’s running MyCalls Call Manager connected using MyCalls Enterprise
Qty
Part Number
Comment
10
EU000003 –MyCalls Call Manager
10 Call Managers required to allow reporting against
the 10 SV8100’s
9
EU000001 –MyCalls Basic
The 9 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV8100’s.
1
EU000010 –MyCalls Enterprise
Allows the Call Manager licenses to be ‘Enterprised’
together
In the above scenario, the 10 Call Managers and 1 Enterprise license will be installed on the SV8100
that will hold the license for the entire enterprise license. Once these licenses have been installed on
the SV8100, the MyCalls Enterprise Server PC will read the license from the SV8100, then register
and install the license. The remaining 9 MyCalls Basic licenses should be installed on each of the
other SV8100’s that will be monitored. This will allow SMDR and P Command out of the other PBX’s,
these licenses should not read from the SV8100 and registered. If any call recorders are used, again
the licenses should be installed on the SV8100 holding the license for the enterprise.
7 x SV8100’s running MyCalls Call Manager
3 x SV8100 using MyCalls Call Centre all SV8100’s are connected using MyCalls Enterprise
Qty
Part Number
Comment
7
EU000003 –MyCalls Call Manager
7 Call Managers required to allow reporting against
the 7 SV8100’s
1
EU000012 –EU000017 –Various
Call Centre Packages.
1 Call Centre package is required for this
configuration. This should have enough agents for
the entire enterprise. With MyCalls enterprise,
multiple call centre packages should not be installed
else MyCalls will stop working.
1
EU000010 –MyCalls Enterprise
Allows the MyCalls packages to be ‘Enterprised’
together
9
EU000001 –MyCalls Basic
The 9 MyCalls basic licenses will allow SMDR and P
Command output from each of the remote SV8100’s.
In this scenario, the call manager licenses and Call Centre licenses are all installed on the Main
SV8100 that will hold the license for the enterprise. Note, only one call centre packages should be
purchased that will have the correct number of agents that exist in the enterprise. Each of the remote
PBX’s should have the MyCalls basic license installed on them and they should not be registered.
Details of how to install the licenses are available in the SV8100 MyCalls Installation Manual.

Installation Scenarios
There are many different configurations that can be used in an enterprise environment. These
different configurations are shown in the following section of this manual. The same level of MyCalls
software should be used where different types of NEC PBX’s are used. Check with your technical
support if you are unsure about the current released versions of MyCalls.
An SV8100 has two types of information that MyCalls needs in order to function, Port Commands
(Referred to as P Commands or P Events) and SMDR. A P Command is output each time a call is
presented to the PBX or each time an extensions status changes. A standard call will generate
around 10 P commands. It is therefore not recommended to directly connect more than 10 SV8100’s
or to a single PC. If there is a requirement to connect more than 10 SV8100’s into a MyCalls
Enterprise network then clustering should be used. Clustering can send a unified version of the P
commands and SMDR output to a MyCalls Server.
Call recording can be used with any of the following scenarios and will always need a local PC to
record calls on to. Calls can be played back from a central location or client over a network. Call
recording licenses should be installed on the SV8100 holding the license for the Enterprise.
The S8100 MyCalls Enterprise software can also work with the Aspire and XN120 PBX. If any
Aspires or XN120’s are to become part of the enterprise then they have to be added in manually
using the Collector Configuration Application. It is not possible to use the Config import tool to add
XN120’s or Aspire’s.
Scenario 1 –A Central MyCalls PC Colleting from Multiple PBX’s
There is a Central PC running MyCalls at a head office and all the P commands and SMDR are sent
directly over the network to the MyCalls server PC. This is only suitable for connecting up to 10
SV8100’s to a single PC. If a link between the remote sites goes down then there is a possibility that
data will be lost until the link is restored.
MyCalls clients can be installed on the network to give users access to real time screens and reports.
Any user in MyCalls will be able to report against any PBX.

Scenario 2 –Clustered Installation with a Cluster server and Node Cluster Clients
In this scenario, a PC is elected as a Cluster Server. This is the PC that holds the configuration and
call records database for all the sites. The Cluster server also holds the license for the entire
enterprise. Node cluster clients are PC’s that are responsible for gathering data from a PBX and then
feeding that information back to a cluster server. Working in a clustered environment will allow a
Cluster Server to report against all PBX’s in the enterprise and will allow Node cluster clients to report
only against the PBX connected to it. Each node cluster client will have the ability to run reports and
view real time information for its local PBX only. The cluster server will not be able to view real time
information for each PBX in the enterprise.

Scenario 3 –Clustered Install with Group Cluster Clients
In this scenario there is a cluster server which stores the configuration and call records for the entire
enterprise. There are also PC’s that act as Group Cluster Client’s. A Group Cluster Client can collect
from up to 10 SV8100’sw and feed back call information to a cluster server. The group cluster client
can display real time statistics for all PBX’s it is connected to. MyCalls clients can be installed within
the group cluster for reporting. There is no real limit on the number of group cluster servers that can
exist within an Enterprise.

Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients.
This scenario is a combination of both clustering methods used in scenario 2 & 3. There is a Cluster
server which is responsible for holding the central MyCalls database. There are then a combination
of node cluster client and group cluster clients.

Installation Procedures
The following section describes the installation procedures for the different enterprise solutions. Each
of the following scenarios can be installed using SQL Express 2005 or SQL 2005. Further information
on installing MyCalls with SQL 2005 is documented in the Installing MyCalls with SQL 2005 section of
this manual. These instructions work on the assumption that only SV8100’s are used in the
installation. Instructions for adding in different PBX’s into the installation are available in the ‘Collector
Configuration Application’section of this manual.
Scenario 1 –Single MyCalls PC, Multiple PBX’s with SQL Express 2005.
The steps to installing this scenario are summarised as follows:
Make sure that all of the SV8100’s in the Enterprise are programmed for MyCalls.
Refer to the MyCalls Installation guide for further details.
Carry out a complete installation on the MyCalls Server PC.
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Server PC, read the license from the SV8100 holding the Enterprise
license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Do the config import for the 1st site.
Add the additional PBX’s into MyCalls.
Do the config import for each PBX.
When the license is read from the SV8100, the number of PBX’s will reflect the number of SV8100’s
that will be monitored. The license will then need to be installed and registered.

Once the license has been installed and the Config import has been completed for the first PBX, login
to MyCalls as an Enterprise Administrator. From the Configure menu, select Telephone System.
Click Create a New PBX.
Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International
Access code as required. Enter a node number, each PBX must have a unique node number with the
Enterprise. Once you have entered all the details, click OK.
Repeat this procedure for each PBX that will be added into MyCalls.

Once each PBX has been added, start the config import tool. In the config import, select the general
page and from the ‘Assign Configuration to PBX Code’ drop down menu, select the PBX you are
going to do the import for. After selecting the correct PBX, complete the import procedure, adding the
extensions, DDI’s and trunks as required.
Repeat this procedure for each SV8100 that will exist within the Enterprise. To add other PBX’s in,
refer to the ‘Collector Configuration Application’ section of this manual.

Scenario 2 –Clustered Installation with a Cluster Server and Node Cluster Clients
The steps to installing this scenario are summarised as follows:
Make sure that all the PBX’s are programmed for MyCalls. Refer to the MyCalls
Installation guide for further details.
Install MyCalls and Elect the Cluster Server.
Install the MyCalls Enterprise license on the SV8100 that will hold the license.
On the MyCalls Cluster Server, read the license from the SV8100 holding the
Enterprise license and register it.
Install the license that will enable SMDR and P Commands on all of the other
SV8100’s that are part of the enterprise.
Configure and add node cluster clients as required
Do the config import for each node cluster client
Installing MyCalls
Once the PBX has been programmed for SMDR output, you should start the MyCalls installation as
normal and carry out a complete installation of MyCalls. Once the installation has completed, carry
out the configuration import for the first PBX as normal. Use the license manager to read the license
from the SV8100 and check the number of PBX’s are correct. The license will then need to be
installed and registered.

Load MyCalls, from the Configure menu, select Telephone System. Click Create a New PBX.
Enter a name of the PBX in the PBX code box, set the Country, the Area code and the International
Access code as required. Enter a node number, each PBX must have a unique node number with the
Enterprise. Once you have entered all the details, click OK.
Repeat this procedure for each PBX that will be added into MyCalls.

Elect the Cluster Server
Start the toolkit.exe application from the c:\program files\NEC Infrontia\MyCalls folder
The toolkit application will load.
From the toolkit, click the clustering menu.

Now select the ‘This computer is being used as a cluster server’ option. Once you have selected to
be a cluster server, select all the PBX’s in the configuration and reporter boxes. In the Statistics box,
ONLY select the PBX’s that are directly connected to the cluster server. DO NOT select statistics for
any of the node cluster clients PBX’s.

Click the ‘Test Connections’ button and the cluster configuration will verify it can connect to its own
services. It is usual for the SMDR connection to fail, click OK to close the test connections window.
At the Clustering Configuration screen click ok to apply the changes. MyCalls will need to restart its
services, click OK to continue.
Each of the MyCalls services will all stop and then start. Click OK at each prompt.
Once the services have all started up, you have elected the cluster server.
Install and Configure Node Cluster Clients
Repeat the installation procedure of MyCalls, carrying out a complete installation. Once the
installation has completed, cancel the license check and DO NOT do a config import, instead start the
toolkit application from the c:\program files\NEC Infrontia\MyCalls folder.

In the toolkit click Clustering. In the upper section of the Clustering Configuration select ‘This
computer is being used as a node cluster client.’ At the lower section on the configuration screen,
enter the name of the PC acting as the cluster server in the ‘Cluster Server’ box. In the Cluster SQL
Server box, enter the name of the PC that is hosting the MyCalls database followed by \kss. Once
these three options have been configured, you can click ‘Test Connections’ to verify the configuration.
All items should pass the test apart from the two SMDR tests.
Once you have selected to be a node cluster client, entered the cluster server name and the cluster
SQL server, click the ‘Reload PBX Lists.’ Select the PBX that will be associated with this node cluster
client and click OK.
At the Clustering Configuration screen click ok to apply the changes. MyCalls will need to restart its
services, click OK to continue.

Each of the MyCalls services will all stop and then start. Click OK at each prompt.
The PC is now configured as a node cluster client. Do the config import for the PBX you selected in
the node cluster configuration. Be sure to select the correct PBX in the General page before
importing the config.
Once the config has been imported, you can login to MyCalls and the node cluster client installation is
completed. This procedure can be repeated for each node cluster client that will exist in the
enterprise.