NEC Univerge SV9100 User manual

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SV9100 MyCalls Installation Manual
Version 1.0 for MyCalls 4.5.0.8

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Table of Contents
What is MyCalls .........................................................................................................5
Requirements.............................................................................................................6
Telephone System...............................................................................................................................6
MyCalls PC Specification.....................................................................................................................6
Installation Overview..................................................................................................7
Installing the MyCalls Server......................................................................................7
Post Installation License Check.........................................................................................................10
Configuration Import ..........................................................................................................................12
Opening MyCalls for the First Time..........................................................................16
MyCalls and Virtual Loopback Reporting .................................................................17
Licensing..................................................................................................................19
Reading the License from the SV9100..............................................................................................20
Registration........................................................................................................................................21
Adding Additional MyCalls Licenses..................................................................................................24
MyCalls Call Recorder Licensing.......................................................................................................24
Installing a Client......................................................................................................25
Network Client....................................................................................................................................26
Standard Client..................................................................................................................................30
MSI Installer.......................................................................................................................................32
Outlook Plugin....................................................................................................................................34
Patching MyCalls .....................................................................................................37
Un-installing MyCalls................................................................................................37
MyCalls Server...................................................................................................................................37
MyCalls Clients..................................................................................................................................39
Upgrading MyCalls...................................................................................................40
Upgrade Licensing.............................................................................................................................40
Upgrading the MyCalls Software.......................................................................................................43
MyCalls Desktop and Desktop Lite ..........................................................................44
Macro Scripting..................................................................................................................................45
Presence............................................................................................................................................45
SV9100 MyCalls Desktop Programming ...........................................................................................46
Configuring MyCalls Desktop ............................................................................................................47
Accessing Call Control Features in the MyCalls Application.............................................................51
Accessing Call Control Features Using MyCalls Desktop.................................................................52
Using Call Control Features .....................................................................................53
Configuring Screen pop Interfaces...........................................................................53
Installing the Call Control Service ............................................................................53
MyCalls Desktop with 3rd Party SIP and Analogue Devices.....................................57
Analogue Extension...........................................................................................................................57
NEC IP Dect Device ..........................................................................................................................57

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MyCalls Call Centre..................................................................................................58
MyCalls Agent Control.......................................................................................................................58
SV9100 Programming .......................................................................................................................58
Configuring MyCalls.................................................................................................59
Configuring Pilot Numbers.................................................................................................................59
Creating Users / Agents Using MyCalls ............................................................................................60
Creating Users Using The Config Import Tool...................................................................................64
Creating Real Time Windows............................................................................................................67
Real Time Status –Pilot Numbers.....................................................................................................67
Real Time Status –Users..................................................................................................................69
MyCalls Agent Control..............................................................................................70
SV9100 Programming .......................................................................................................................70
Configuring MyCalls for Agent Control ..............................................................................................72
Set the Agent Control IP Address / TCP Port....................................................................................72
Agent Control Groups........................................................................................................................73
Wrap-up Timer...................................................................................................................................75
Completion Codes .............................................................................................................................79
Skill Based Routing Management ............................................................................80
Skill Sets............................................................................................................................................81
Assigning a Skill Set to an User.........................................................................................................82
Create a Range of User Logins.........................................................................................................83
Delete a Range of User Logins..........................................................................................................83
Viewing Skill Sets in Real Time.........................................................................................................83
Using MyCalls Agent Control Features. ...................................................................84
As an Agent .......................................................................................................................................84
As An ACD Supervisor ......................................................................................................................86
Sample Agent Activity Report............................................................................................................87
MyCalls Enterprise...................................................................................................93
MyCalls PC Specification...................................................................................................................94
Data Storage......................................................................................................................................94
MyCalls Enterprise Licensing...................................................................................95
SL Licensing.............................................................................................................96
Mixture of SV9100 / SV8100 / SL Licensing.............................................................96
Installation Scenarios...............................................................................................97
Scenario 1 –A Central MyCalls PC Colleting from Multiple PBX’s ...................................................97
Scenario 2 –Clustered Installation with a Cluster server and Node Cluster Clients.........................98
Scenario 3 –Clustered Install with Group Cluster Clients.................................................................99
Scenario 4. A Cluster Server with Node Cluster Clients and Group Cluster Clients......................100
Installation Procedures...........................................................................................101
Scenario 1 –Single MyCalls PC, Multiple PBX’s with SQL Express 2008 R2. ...............................101
Scenario 2 –Clustered Installation with a Cluster Server and Node Cluster Clients......................104
Scenario 4 - A Cluster Server with Node Cluster Clients and Group Cluster Clients......................114
Scenario 5 –Netlink installation.......................................................................................................114
Scenario 6 –MyCalls Call Centre and Enterprise (Non-Netlink).....................................................115
Scenario 7 –MyCalls Call Recorder and Enterprise.......................................................................115

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Collector Configuration Application ........................................................................116
Adding an SV9100...........................................................................................................................116
Adding an SL1100 / SL1000............................................................................................................120
Using MyCalls Enterprise.......................................................................................122
Real Time Windows.........................................................................................................................122
Reporting - Non Clustering Mode....................................................................................................122
Reporting - Clustering Mode............................................................................................................123
Users................................................................................................................................................123
Using MyCalls with SQL 2008 R2..........................................................................124
Installing the MyCalls and the MyCalls Database on a SQL 2008 R2 Server.................................124
Installing MyCalls and The MyCalls Database on Separate PC’s ..........................127
Installing the MyCalls Database ......................................................................................................127
Testing The Connection to the MyCalls Database ..........................................................................130
Client Installations with Custom Installations...................................................................................131
Backup and Restore...............................................................................................132
Document History...................................................................................................135

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What is MyCalls
MyCalls is a range of call management solutions that are easily expanded and upgraded as a
business grows.
MyCalls Basic
A single user entry-level application that helps provide a real-time snapshot of all calls. Free for the
first 12 months.
MyCalls Call Manager
A more sophisticated version for businesses providing a full complement of call management
information.
MyCalls Desktop
Provides Desktop users with the with instant Customer Relationship Management (CRM) information
such as screen-pops, and much more.
MyCalls Console
A feature rich Operator Console allowing calls to be delivered professionally and efficiently.
MyCalls Enterprise
Enables easy call management and reporting across multiple sites such as main offices and branch
offices.
MyCalls Call Centre / Agent Control
An essential application for any contact centre and specialist call centres.
MyCalls Call Recorder
Equips MyCalls Call Manager and MyCalls Call Centre with full call recording capability. Calls are
recorded securely, encrypted and easily accessed.
Note there is a separate installation manual available for MyCalls Call Recorder.
Any combination of the products can be used together on a single installation.
There is an end user guide available for MyCalls which is available in the Start > Programs >
NEC Infrontia > MyCalls Menu when MyCalls is installed.

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Requirements
The same MyCalls software will always be installed regardless of which MyCalls product you are
using. It is the license that determines the features that are available in the application. By default
the MyCalls databases are stored in SQL Server Express 2008 R2. This will allow a maximum
database size of 10GB which is approximately 50 million call records. If there is a requirement to
store more data than 10GB worth of data then SQL Server 2008 R2 can be used.
Telephone System
MyCalls 4.5.0.8 will run on an SV9100 PBX running version 2 system software or greater.
MyCalls PC Specification
The MyCalls server is the PC that is responsible for communicating with the PBX and holding the
MyCalls databases. MyCalls clients can be installed on users PC’s so that they can use the features
of the MyCalls application. 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 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
Windows 8 Professional and Enterprise 32 and 64 BIT
Windows Server 2012 / R2
MyCalls clients should be of the same minimum specification as the MyCalls server above.
*Note 1. MyCalls is installed automatically on the ‘C’ drive the install will fail if a ‘C’ drive isn’t
available. Sites that have high call volumes should use a PC higher than the minimum hardware
specification.
Thin Client and Virtualised Environments:
MyCalls is supported in some thin client environments, when installed in this way the MyCalls server
must be installed on a dedicated PC and then a MyCalls client should be installed for deployment on
the thin client server. Supported thin client environments are Terminal Services running on a
Windows Server 2008 and Citrix. Call playback is not supported in a thin client environment.
MyCalls is also supported on Hyper V running on a Windows Server 2008 / Windows Server 2012.
The PC Specification for running MyCalls Call Recorder and MyCalls Enterprise model is different,
refer to the separate MyCalls Call Recorder installation manual or the Enterprise section of this
manual for details.
Network Requirements
MyCalls uses TCPIP to communicate to the PBX and MyCalls client installations use DNS to
communicate to the MyCalls server. Both of these services need to be available before installing
MyCalls.

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Installation Overview
MyCalls requires two TCP connections to the SV9100 in order to work, SMDR and P Commands.
SMDR is used to provide call information after calls have completed. P Commands are used to
display real time information such as extension status and calls in queue information. The output can
be collected from the Ethernet port on the CCPU or from the IPL.
All of the SV MyCalls products require a license to be installed on the SV9100 before they can work,
details on licensing is available in the Licensing section of this manual. After the MyCalls application
is installed, it will detect the license that is installed in the SV9100 and enable the associated features
in the application. Once the application is licensed then the configuration import tool will start, the
config import tool will program the required items in the SV9100. After configuring the SV9100, the
config import tool will download key information required for MyCalls such as extension / DDI names
and numbers.
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 folder that MyCalls was unzipped to, run setup to start the installation wizard.

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The installation wizard will begin
At the Welcome screen click next
Carefully read the license agreement and click I accept, then next.

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Select Complete and click next. A complete installation will install SQL server 2008 R” express and
all of the components required to make MyCalls work. Instructions for installing MyCalls with SQL
server 2008 R2 are available in the Using MyCalls with SQL 2008 R2 section of this manual.
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.

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Finally, click Install to start the installation process.
Post Installation License Check
After the installation process has completed click finish. After clicking finish the license check window
will open. At this point, the MyCalls license will already need to be installed on the SV9100 and the
free license will need to be disabled else MyCalls will not be able to read the license from the switch.
If the license manager is closed without reading the license from the switch then it can be manually
started at any time.
When prompted, enter the IP Address of the SV9100 and click check license. The License check will
then make sure that the free license is disabled on the SV9100 and that there is a MyCalls license
installed on the SV9100.
Once the license has been detected in the PBX, click ‘OK’ and the license manager will start.

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When the license manager is opened, check the IP address is correct and click ‘Read License.’
Reading the license out of the switch can take a few minutes, click ‘Yes’ when prompted.
Once the license has been read out from the switch, click yes to install the license.
You will be notified that the license will need to be registered. The license that is read from the switch
will work
The license read from the switch will run for 15 days during this period the license will need to be
registered. Either follow the on-screen instructions or see the Registration section of this manual for
further details.
If the post installation license check is cancelled or closed at any time the license manager can be
started manually at any time and is available in Start / Programs / NEC Infrontia / MyCalls further
details are available in Reading the License from the SV9100.

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Configuration Import
This step will program the SV9100 ready for MyCalls and download key data from the PBX ready to
send into MyCalls. After the license manager has been closed down click OK and the Configuration
Import Tool will be opened. MyCalls has a scheduled config import feature which means it will
synchronise data between MyCalls and the SV9100. The Configuration Import Tool can be started
manually at any point and is located in the Start / Programs / NEC Infrontia menu.
When prompted, enter the IP Address of the PBX and click download
If the SV9100 is not configured as required for MyCalls you will be asked if you would like MyCalls to
configure the SV9100 for you Click Yes to continue. You may be prompted to enter a user name and
password for the SV9100 if the defaults values have been changed. A list of the commands set by
MyCalls are available below, the settings changed are the same as what is set by the MyCalls v5
script.
If there is a value set by MyCalls that needs to be changed, this can be done using PC Pro / Web Pro
after MyCalls has set it. For example, all extensions are enabled for SMDR output, if there was a
requirement for a particular extension not to output SMDR this would manually need to be changed
back after MyCalls had enabled it.

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The table below explains all of the commands that are set in the SV9100 by the configuration import
tool.
PRG Cmd
Easy Edit Command
Value
Description / Purpose
10-20 Device 1
Applications / MyCalls / General
8181
Set CTI Port for MyCalls Desktop
10-20 Device 2
Applications / MyCalls / General
4000
Set P Command Port
10-20 Device 5
Applications / MyCalls / General
4001
Set SMDR Port
10-20 Device 10
Applications / MyCalls / General
4002
Set Agent Control Port
11-16-09
System Numbering Plan / Service
Codes / Single Digit Code
6
Set single digit voicemail access
code to 6 (used by MyCalls Desktop)
41-01-03
-
LAN
Enable P Command Output
41-01-05
-
8 Digit
Enable 8 Digit P Command Output
35-01
Additional Devices / SMDR / Setup /
SMDR Service Options
LAN
Set SMDR Output for LAN
35-02
Additional Devices / SMDR / Setup /
SMDR Output Options
-
Set Various SMDR options for
MyCalls.
14-01-06
Additional Devices / SMDR / Setup /
SMDR Output for Trunks
Enable
Enable SMDR Ouput for all trunks.
20-11-11
COS / Automatic On-Hook Transfer
Disable
Disable On-Hook transfer, used for
MyCalls desktop.
15-01-03
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable SMDR output for all
extensions
15-01-14
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable Internal SMDR (outbound)
15-01-15
Additional Devices / SMDR / Setup /
SMDR Output for Extensions
Enable
Enable Internal SMDR (inbound)
Once the SV9100 is configured and ready for MyCalls the the config import tool will be populated.
Click OK when prompted.

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The data that is displayed in the config import tool should be reviewed before its saved. A description
of the data that is imported is below.
Items
Description
Account Codes
Account codes that are configured in the SV9100 will be imported into
MyCalls as account codes.
Callers (Abb Dial)
The speed dial list in the SV9100 will be sent into MyCalls. There are two
areas where the callers are send to –Callers and the System Address book.
Callers are used for alpha tagging CLI’s in reports and the System Address
Book is used with MyCalls desktop. The number and the name are both
imported.
Carriers
If an LCR code is being used, the number is added to the SMDR that is output
by the SV9100. MyCalls will remove the LCR code from the SMDR record to
show the correct CLI in the application.
DID’s
DDI Numbers and names will be retreived from the SV9100. If there are
multiple entires in the DDI table, only the first entry found will be displayed in
the config import tool.
Extensions
The extension Number, Name, Type and group membership are identified.
When InMail is used the voicemail ports are identified and set a voicemail
ports in MyCalls.
Extension Groups
If department groups are being used on the SV9100 in PRG 16-02 or Easy
Edit / Department Groups then these groups are created. The extensions
identified in the extensions page above are put into the appropiate groups in
MyCalls.
Pilot Numbers
If ACD is being used then programmed ACD groups are available in MyCalls.
Service Codes
MyCalls desktops uses service codes to perform certain functions such as
transfer to voicemail and Day / Night mode.
General
The General Page is populated with configuration items on the SV9100
Trunks
Trunk numbers, names and trunk types are listed here
The data in the config import tool can be reviewed and its possible to ‘de select’ items if they should
not be imported into MyCalls.

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Once you are happy with the data in the config import tool, click the disk icon to import the
configuration into MyCalls.
Click Yes to being the process.
Click Ok and close down the config import tool.
MyCalls is now configured and ready to be opened.
Click to Import

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Opening MyCalls for the First Time
To open MyCalls double click the MyCalls Icon, a shortcut is created on the desktop of the PC or is
available in the Start / Programs / NEC Infrontia Menu.
By default there are no usernames or password configured. At the User Login screen click ok.
MyCalls will open and is ready to use. Details on how to use MyCalls is available in the MyCalls End
User Guide.

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MyCalls and Virtual Loopback Reporting
MyCalls can report on calls that are passed through virtual loopback trunks on the SV9100. This is
because SMDR and P commands are output for loopback trunks just like they are for any other trunk
type. Loopbacks can often be configured on an SV9100 to give greater flexibility for call routing and
reporting.
Previously if a call arrived on a real trunk and was passed around a loopback trunk, there would be
two unrelated SMDR records output, these would both be displayed in the call records view and be
available in the MyCalls reports.
The example below shows a call that arrived on ISDN trunk 1 and was passed round virtual loopback
trunk 31. The call was then answered by extension 200. The two calls are listed next to each other
but there is no easy way to know that the two calls are associated. The big downside to the call
records being displayed like this is if you have call recording. This is because the recorded call is
associated with the real trunk and not the virtual trunk. If you were to filter the call records view to
show calls for ext 200, there would be no way to playback the associated recorded call.
There is an combined enhancement in SV9100 system software and MyCalls version 4 and above
that tags loopback calls to the trunk that the call originated on. The enhancement to the system
software marks the SMDR output to indicate the call has been passed around a loopback. This
feature is set by MyCalls when it does the configuration import and enables PRG 35-02-24, Virtual
Loop Marking. MyCalls version 4 will use the virtual loop marking feature to group loopback call to
real calls.
The screenshot below shows the same call as above –a call that arrives on real trunk 1, passes
round a loopback and is answered by extension 200. The call type now shows as an Incoming
Transfer call with the + icon shown on the far left of the call record.

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When you expand the view by clicking the + icon, you can see both legs of the call that is on both
trunks 1 and 31.
If call recording is being used you can playback the calls against either of the call records. The view
can also be filtered by extension number and the recording can still be played back. If call recording
isnt being used then the loopback calls will still be grouped together but the speaker icon will not be
available.
The only limitation to using this feature is that if a loopback is dialled internally that doesn’t have a
trunk call associated with it the call isnt displayed correctly in MyCalls. If there is a requirement to dial
loopbacks internally for reporting purposes then PRG 35-02-24, Virtual Loop Marking will need to be
manually disabled in the SV9100 configuration. If the Config Import Tool is ever re-run and modifies
the SV9100 configuration the PRG item will need disabling afterwards.

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Licensing
Before any of the MyCalls products can be used, the correct MyCalls license should be installed. The
MyCalls license is usually downloaded from the LMS and stored in the SV9100. Initially after MyCalls
has been installed the Post Installation License check takes place, this will take you through the
process of reading the license from the SV9100. If this process is cancelled at any point, then the
license manager can be manually started from the Start / Programs / NEC Infrontia Menu.
As standard, each of the MyCalls products works with up to 512 extensions, to use more than this
number of extensions an extension expansion license is required.
After the license has been read from the SV9100, it will hold its own copy of the license. Only when
the license changes on the SV9100 would you need to reread the license from the SV9100. When
the license is read from the SV9100, it is necessary to register the license, there is a 15 day grace
period in which to complete the registration. The time it takes to read a license from the SV9100 can
vary based on the license type.
For details on MyCalls Enterprise licensing refer to the MyCalls Enterprise License section of this
manual.
The SV9100 needs to be licensed to use P Commands and SMDR, these are included in the MyCalls
license that is installed on the SV9100*. When MyCalls reads the license from the SV9100 it verifies
that the license in the SV9100 is valid. If MyCalls discovers that any licensing rules have been
incorrectly purchased or the license agreement breached then it may choose not to include them in
the license or invalidate the license.
Note: MyCalls will not be able to read a license while the 60 day trial is running on the SV9100.
Before reading the license from the SV9100, you should check that PRG 90-55-01 is set to 0. A
license will also need to be installed on the SV9100.
When the MyCalls license is registered it is bound to the CPU and MyCalls checks on start-up that it
is connected to the correct CPU. If a CPU is replaced then MyCalls will not start until the MyCalls
licenses exist on the new CPU. When the licenses exist on the new CPU, the license should be re-
read and re-registered using the license manager.
* MyCalls Desktop requires the 3rd Party CTI license to be installed on the SV9100.

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Reading the License from the SV9100
If a license is being upgraded or you need to run the License Manager manually, from the Start /
Programs / NEC Infrontia / MyCalls menu, start the License Manager application. Select SV9100 /
Read License from Switch.
Enter the IP Address of the PBX and click read license. The TCP Port can be changed if required,
you would only change the TCP Port if PRG command 10-47 had been changed.
You will be warned that the operation may take some time, click yes to continue.
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