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.