BCT-6-0-Installation-Guide-En

Figure 4-77 Properties for User CTIuser -window, \"User Rights\"-tab 4.7.1.3. Prepare a class of service profile for operator and agent stations Although BCT can handle multiple incoming calls per station for employee users, this has to be lim- ited to 1 incoming call maximum for any operator or agent station. It is best to define a special ser- vice class profile for operators and agents which limits the maximum number of incoming calls to 1 and then assign this profile to the operator and agent stations. When the maximum number of incoming calls is not limited to 1 for operator stations, direct calls to operators (one or more simultaneous) will always take precedence over calls in one of the operator queues, thereby effectively blocking operator of taking calls from the queues as long as direct incom- ing calls are offered (direct means calls directed to the operator stations extension number). The contact center can also not handle more then one incoming call to agent stations. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. Expand the Organization Name, right click Class of Service Profiles and select add, now you can add a new class of service profile give it a clear recognizable name like “Operator Stations” and set the \"Max Calls\" to 1 Call and click OK. 151

Figure 4-78 Properties for Class of Service Profile – Operator stations 3. Assign the profile to all operator and agent stations 4.7.1.4. Prepare a class of service profile for Routing Points Since UNIVERGE 3C doesn’t offer true routing points to which unlimited queuing is possible, these routing points will have to be emulated in some other way. UNIVERGE 3C can queue multiple calls, up to a maximum of 48 simultaneous incoming calls, to any given SIP line. This behaviour is used to emulate routing points, although one should be aware that the maximum amount of simultaneous incoming/queued calls can never exceed 48. During the synchronization cycle of BCT to UNIVERGE 3C, BCT will also look for any SIP lines which are allowed 48 incoming calls and assume these lines are routing point candidates. For this purpose it is recommended to define a special Class of Service profile which allows for 48 incoming calls per SIP line. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. Expand the Organization Name, right-click Class of Service Profiles and select \"add\". Now you can add a new class of service profile and give it a clear recognizable name like “BCT Routing Points”. Set the \"Max Calls\" to 48 Calls and click OK. 152

Figure 4-79 Properties for Class of Service Profile – Routing points 3. Assign the profile to all SIP lines destined as routing points 4.7.1.5. Create operator queues Consider the following example configuration: Figure 4-80 Operator Configuration example 153

Operator queues are stations which are assigned the maximum number (48) of incoming calls per station. The BCT Routing Points class of service profile need to be assigned to the stations which will act like queues (routing points). Four of these Queues will to be created: - 9: Internal Queue: used for internal calls (e.g. dial \"9\" for operator) - 1950: External Queue: used for external calls. - 1951: Park Queue: used for parked calls. - 1952: Fallback Queue: used for failed calls (DID calls to busy, non existing or stations that are in do not disturb mode). Note that Queues and VMP lines cannot be distributed over a multi UNIVERGE 3C server system, they must reside in the primary UNIVERGE 3C server. In the next example the operator queues are created. Procedure: 1. Insert the UNIVERGE 3C Business Assistant product DVD. The BCT DVD Main Menu window ap- pears. If not, double click D:\\autorun.exe (where D is the drive letter of your DVD drive). 2. Start the UNIVERGE 3C SIP Line Configurator tool. 3. Enter the number of clients/terminals as 3 4. Enter the start of the number range (in our example 1950) and enter the IP address of the UNIVERGE 3C Manager as the SIP server IP address. Enter the SIP server Port on which the UNIVERGE 3C Manager communicates (the default is port 5060). Then click start. This tool will now register 3 SIP terminals at the UNIVERGE 3C Manager with sta- tion numbers ranging from 1950 up to 1952. See next screenshot: Figure 4-81 SIP Line Configurator 5. Click \"Finish\" to close the UNIVERGE 3C SIP Line Configurator tool. 6. Repeat the steps above, but now only create one SIP registration for the internal queue ‘9’. 7. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 8. Go to the “Stations” tab and look for the 4 newly added hub numbers. First each station has to be assigned the “BCT Routing Points” class of service profile 154

Figure 4-82 Assign BCT RP class of profile 9. Now you must assign extension numbers to queue stations. To assign extensions double click the station and the \"Properties for new station line\" window will appear. First click \"Add extension\" and then click \"New Extension\". Now the \"Properties for new extension\" window opens. Enter extension number 1950 in the Number. Then click OK. You then return to the \"Select Ex- tension\" window. Select extension 1950 from the list and click OK twice. In the “Stations” tab you can see that ex- tension 1950 is added to station 1950, like shown in the next figure: 155

Figure 4-83 UNIVERGE 3C Administrator, \"Stations\"-tab with new entries 10. Repeat step 9 for station 9, 1951 and 1952 4.7.1.6. Configure Fallback to operator for failed external calls External calls that encounter a destination that is either busy, not answering or in do not disturb mode must be rerouted to the operator fallback Queue (round robin group 1952 in our example). Also external calls to a non existing destination must be rerouted to the operator fall back Queue. This must be configured per trunk. Configuring operator fallback for destinations that are busy, not answering or in DND: Note: Even though in this procedure only 'Call Forwarding (CF) no answer' is configured on the exten- sions, the same CF relation will also be activated by UNIVERGE 3C when the extension is called by an external party while busy or in Do Not Disturb. In these cases the CF behavior will be immediate. Operator fall back can be configured in two ways: - via bulk call forwarding mechanism (A); - per individual extension (B). Both options are described. A. Setting call forwarding via bulk call forwarding mechanism 156

Be careful: In this example there are no forwarding profiles and conditions already present on the system and the profile added will be the standard profile called “Forwarding Profile”. The procedure of adding bulk forwarding conditions works just fine for new installations of UNIVERGE 3C. However, if you have an existing UNIVERGE 3C system that has been running for some time and CF conditions and profiles have already been defined, you have to be careful using the bulk mechanism because improper use may damage existing CF conditions (including those set by individual users). We rec- ommend backing up the PBX database before using the Bulk CF mechanism. Alternatively, you can choose to set the CF conditions per extension, but this can take quite some time in larger systems. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. Go to the tab “Stations”. Select all the extensions for which you want to set the fallback to operator. Now click the “Set Forwarding” button ( ) on the toolbar of the UNIVERGE 3C Administrator. 2. Now the \"Set Forwarding\" window opens. Figure 4-84 Set forwarding window Click on the + icon and then click “Add to all”. In the Destination tab of the “Forwarding Condition” window, enter the number 1952. Select the required forwarding condition from the drop down list. For example “4 Rings (0.4 mi- nute)”. See the following figure. Note: Do not set the forwarding condition to immediately for the 1952 destination as that will cause any call to be forwarded to the fall back queue. By setting the forwarding condition after X rings the fall back is arranged for unanswered calls (after X rings) and on busy condition. Do not check mark “continue to offer call”. 157

Figure 4-85 Forwarding Condition window 3. Go to the “Call Origin” tab and select “External calls only” for the type of call to which this condi- tion must be applied. Figure 4-86 Forwarding Condition, \"Call Origin\"-tab Confirm by clicking OK. 4. You return to the “Set Forwarding” windows, which should look like this: 158

Figure 4-87 Set forwarding window Click OK to confirm. B. Setting call forwarding per individual extensions 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. Go to the tab “Numbering plan”. Double click the extension for which you want to set operator fallback. Now the “Properties for Extension” window opens. 2. Select the “Forwarding” tab and click “New Profile”. Enter the new profile name, call it for instance “Operator Fallback”, and click OK. In the next windows (Schedule) just click OK so that the profile continues forever. Click “Add forwarding” and in the Forwarding Condition screen enter the number 1952. Set the forwarding condition to “X rings (0.x minutes)” and select X as whatever you find appro- priate as the forwarding no answer time. Note: Do not set the forwarding condition to immediately for the 1952 destination as that will cause any call to be forwarded to the fall back queue. By setting the forwarding condition after X rings the fall back is arranged for unanswered calls (after X rings) and on busy condition. Do NOT check mark “Continue to offer call”. 159

Figure 4-88 Forwarding Condition, \"Destination\"-tab 3. Go to the “Call Origin” tab and select “External calls only” for the type of call to which this condi- tion must be applied. Figure 4-89 Forwarding Condition, \"Call Origin\"-tab Confirm by clicking OK. 4. You return to the “Properties for Extension” window, which should now look like this: 160

Figure 4-90 Properties for Extension, \"Forwarding\"-tab Click OK to confirm. Note: This procedure should be executed for all extensions for which you want to configure operator fallback. Configuring operator fallback for calls to non existing extensions – ISDN trunks: 1. Start the UNIVERGE 3C Administrator and go to the “Trunks” tab. 2. Expand the Hub holding the ISDN trunk to the public network. Double click the trunk and go to the “Default routing” tab. 3. Click Add. Now the “Routing Properties” window opens. Select weekday “Sunday” and set the time to 12 AM and 0 minutes (starting at midnight) then se- lect the destination 1952 from the list of extensions like in the following figure: 161

Figure 4-91 Routing Properties 4. Click OK to confirm. 5. Repeat this for every week day. When you are finished, the tab “Default Routing” of the “Properties for Trunk” window will look like this: Figure 4-92 Properties for Trunk, \"Default Routing\"-tab Click OK to confirm. You now have configured the ISDN trunk so that all incoming calls to non-routable destinations will be routed to the operator fallback number 1952. 162

Configuring operator fallback for calls to non existing extensions – SIP trunks: 1. Start the UNIVERGE 3C Administrator and go to the “Trunks” tab. 2. Expand the Hub holding the SIP trunk to the public network. Double click the trunk and go to the “Inward routing” tab. 3. Click Add in the Default Routing box. Now the “Add Routing” window opens. 4. Select weekday “Sunday” and set the time to 0 hours and 0 minutes (starting at midnight). Select the destination 1952 from the list of extensions. 5. Click OK to confirm. 6. You have to repeat this for every week day. When you are finished, the “Inward routing” tab of the \"Properties for trunk” window will look like this: Figure 4-93 Properties for Trunk, \"Inward Routing\"-tab Click OK to confirm. You now have configured the SIP trunk so that all incoming calls to non routable destinations will be routed to the operator fallback number 1952. 4.7.1.7. Create Contact Center starter lines Consider the following contact center example: 163

Figure 4-94 Contact center example with one routing point The BCT contact center needs one or more routing points. These routing points are created in a simi- lar way as the operator queues are created (look for procedure above). In the most simple case only one routing point is created which effectively is one SIP station. This station should be assigned the “BCT Routing Points” class of profile so that a maximum of 48 incoming calls are possible as this al- lows for queueing. The starter lines are now created as secondary extensions on the station. The example above shows station 1954 with primary address 1954 and secondary addresses 1117, 1118, 1119. Note that Queues/Routing points and VMP lines cannot be distributed over a multi UNIVERGE 3C server system, they must reside in the primary UNIVERGE 3C server. 164

In UNIVERGE 3C the station properties for line 1954 will look like the following after adding the sec- ondary extensions: Figure 4-95 CC Starter lines Note that the primary address is mandatory and cannot be omitted, optionally it can also be used as a starter line. The starter lines are now 1117, 1118, 1119 and 1954. Alternatively it is also possible to create more than one routing point and spread the starter lines over the available routing points as long as the routing points are configured with a class of service profile that allows for 48 simultaneous incoming calls. So the following example provides the same contact center functionality but can accept more calls being queued into the system. 165

Figure 4-96 Contact center example with two routing points There could even be a one on one relation of routing points and starterlines, so then each SIP station used as routing point will only have one extension and no additional secondary extensions. 4.7.1.8. Create VMP (IVR) lines VMP lines are required for Announcements, Voicemail or IVR. Before you start, you have to define how many VMP lines you need to configure in your system. In the following example 4 VMP lines are configured. This means that only 4 callers at a time can re- ceive voice prompts simultaneously (like voice mail prompts and announcements). Should the sys- tem encounter a situation that all 4 IVR lines are occupied, then no prompt or announcement is given (silence). You can decide to either increase or decrease the number of VMP lines as presented in this example. Note1: that Routing Points/Queues and VMP lines cannot be distributed over a multi UNIVERGE 3C server system, they must reside in the primary UNIVERGE 3C server. Note2: VMP lines should never have UNIVERGE 3C call recording enabled. VMP lines are just SIP stations gathered in a Round Robin group like in following example: 166

Figure 4-97 Example of VMP RR group Procedure with 4 VMP lines: 1. Insert the UNIVERGE 3C Business Assistant product DVD. The BCT DVD Main Menu window ap- pears. If not, double click D:\\autorun.exe (where D is the drive letter of your DVD drive). 2. Start the UNIVERGE 3C SIP Line Configurator tool. 3. Enter the number of clients/terminals as 4 4. Enter the start of the DNR range (in our example 1916) and enter the IP address of the UNIVERGE 3C Manager as the SIP server IP address. Enter the SIP server Port on which the UNIVERGE 3C Manager communicates (the default is port 5060). Then click start. This tool will now register 4 SIP terminals at the UNIVERGE 3C Manager with sta- tion numbers ranging from 1916 up to 1919. See next screenshot: Figure 4-98 SIP Line Configurator 5. Click \"Finish\" to close the UNIVERGE 3C SIP Line Configurator tool. 6. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 167

7. Go to the “Stations” tab and look for the 4 newly added hub numbers . These are the newly registered SIP stations. In the following figure these are hub numbers 32 to 35. Figure 4-99 UNIVERGE 3C Administrator, \"Stations\"-tab 8. Now you must assign extension numbers to all these stations. To assign extensions double click the first station and the \"Properties for new station line\" window will appear. First click \"Add ex- tension\" and then click \"New Extension\". Now the \"Properties for new extension\" window opens. Enter extension number 1916 in the Number field and uncheck the tickbox for “Search/Display in Client”: this will prevent the VMP line from showing up in the UNIVERGE 3C desktop/UCClient as a dialable number. Then click OK. You then return to the \"Select Extension\" window. Select extension 1916 from the list and click OK twice. In the “Stations” tab you can see that ex- tension 1916 is added to station 1916, like shown in the next figure: 168

Figure 4-100 UNIVERGE 3C Administrator, \"Stations\"-tab with new entries Note: the red X shown on top of the user symbol indicates that this number will be hidden from any UNIVERGE 3C desktop. You have to repeat this procedure for all stations; assign an extension to each station up to sta- tion number 1919. 9. Create a Round Robin group for the VMP lines. In this example a Round Robin (RR) group will be created with 4 station members: 1916 to 1919. The RR group will become extension 1953. 10. In the UNIVERGE 3C Administrator go to tab \"Number plan\" and add a new extension by pressing the down arrow, right from the + icon on the UNIVERGE 3C Administrator toolbar. (See Figure 4-73 Select drop down list) Now the \"Properties for new extension\" window appears. In the Number field, enter “1953”. In the Hunt Order field select \"Round Robin Group\". Click the \"Add station\" button. Select stations 1916 up to 1919 from the list (you can use the shift key to make a multiple selec- tion) and click OK. The stations are now listed in the \"Properties for new extension\" window: 169

Figure 4-101 Properties for new extension Remove the check mark for “Search/Display in Client” Do NOT enable queuing on the group! Click Apply and then OK. When you’re finished, you can expand the created group numbers by clicking on the + sign left from the RR group number and verify the group members. Your screen will look somewhat like this: 170

Figure 4-102 UNIVERGE 3C Administrator, \"Number Plan\"-tab with new entries 11. Note that in UNIVERGE 3C you should always disable Auto Call Recording on VMP lines, other- wise callers may not hear the announcements when dialing in. - Uncheck \"Allow Others to Record Your calls\" - Uncheck \"AutoRecord Your Calls\" Do this for every VMP line 171

Figure 4-103 Properties for new extension - tab Call Recording 4.7.1.9. Adjust media stream setting for RFC2833 out-of-band DTMF For correct operation of the VMP IVR lines receiving DTMF control digits (e.g. in case of Voicemail or menus with announcements requesting user input selection) the DTMF digit payload type has to be set to RFC2833/101. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. In the General tab, double click the organization name to access the \"System properties\" win- dow. 3. Go to the tab \"Media Streams\". Set the \"DTMF digit payload type (RFC2833)\" to 101, and then click OK. See the following figure. 172

Figure 4-104 System properties, \"Media Streams\"-tab 4.7.1.10. Set hunting order on outside service to single line When configuring outside services in UNIVERGE 3C, take care that the hunting order parameter is set to \"single line\". To do this, open the UNIVERGE 3C administrator, select tab \"Number plan\" and ac- cess the properties of the outside service, then set hunting order to \"single line\". 173

Figure 4-105 Outside Services properties 4.7.1.11. Add line access rights to each user account For BCT to recognize each UNIVERGE 3C user as a valid user, line access rights have to be added to the user. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. Go to the tab “User Rights” and double click the user to open the “Properties for user” window. Select the “User Rights” tab, then click Add and select the station to open the “Select station” window. Select the station belonging to this user and click OK. Click OK to confirm. You need to execute this procedure for every user. 4.7.1.12. Add a preferred address to each user account For BCT to recognize each UNIVERGE 3C user as a valid user, the user must have a preferred address assigned. Although a user can have more then one address (extension) assigned in UNIVERGE 3C, only the preferred address will be linked to the user in BCT. In the following example user “Us- er1020” is assigned two addresses 1010 and 1020, where 1020 is made the preferred address. After synchronisation of BCT to UNIVERGE 3C and Active directory User1020 will show up in the company directory with extension 1020. Note that it does not matter whether the user is address centric or user centric, in both cases the preferred address must be assigned. 174

Figure 4-106 Assigning the preferred address 4.7.1.13. When the number of monitored users exceeds the UAL license number When you have a UNIVERGE 3C system with only one or a limited number of UAL licenses that are not sufficient to cover all extensions that should be monitored (for BLF monitoring in the operator for instance), you may want to create users that can be monitored by BCT but are not subject to UAL license count by the UNIVERGE 3C system. How BCT monitors users: After synchronization of BCT to the UNIVERGE 3C system, BCT will by default monitor all users in the system. BCT only recognizes users from the UNIVERGE 3C system which adhere to the following con- ditions: - It must be a user in UNIVERGE 3C, either user centric or address centric; - The user in UNIVERGE 3C must have at least one extension assigned; - At least one of the assigned extensions must be marked as preferred; - The extension must have a station assigned; - The user must have full line rights to the station(s). By default any user added in the UNIVERGE 3C system will be subjected to the UAL license count, this can however be disabled. Look at the following screenshot where an address centric user has been 175

disabled from license count. Note that it is also possible to exclude user centric users from the UAL license count, but then it is no longer possible to login with that user account on a UNIVERGE 3C UC client. Figure 4-107 Exclude user from UAL License count Users for which the ‘Licensed User’ checkbox has been disabled will still be synchronized by BCT and thus can be monitored for BLF purposes. 4.7.1.14. Create a multicast group for the zone 1. Go to the “General” tab and expand the organization name by clicking on the + sign left from the name. Right-click the entry \"Multicast Addresses\" and select \"Add\". 2. You now enter the \"Properties for new Multicast address\" window. Enter a name and enter the a MC group address . Also enter the port number. You can use the defaults if you like. Then click OK. 3. To assign the created MC group to the zone, in the “General” tab of UNIVERGE 3C Manager, ex- pand the zone entry by clicking on the + sign right from the Zones entry and double click the zone. 4. You now enter the \"Properties for zone\" window. Select the newly created MC group name from the \"Multicast Address\" drop down list and click 176

OK. See the following figure. Figure 4-108 Properties for Zone, \"General\"-tab 4.7.1.15. Disable the transfer return for the system The transfer return functionality must be disabled for the system. 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. Go to the “General” tab and view the “System Properties” by double-clicking the top tree item (System) or right-click the system and select “View Properties”. Now the system properties window opens. 3. Go to the \"System Initialization Settings\" tab and click the Add button. 4. Double click the selected line and scroll down the list for “Transfer Return” and set it to disabled. See the following figure. 177

Figure 4-109 Transfer Return setting Click OK to confirm. 4.7.1.16. Configure the transfer return time The transfer return time must be configured to a large value to prevent recalls in case of blind trans- fers by BCT clients. Note: Even though in the previous section the transfer return was disabled, you still have to execute this procedure! 1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop. 2. Go to the “General” tab and view the “System Properties” by double-clicking the top tree item (System) or right-click the system and select “View Properties”. Now the system properties window opens. 3. Go to the \"Call behavior\" tab and in the “Return Times” section, enter 9999 seconds in the “Transfer” field. See the following figure. 178

Figure 4-110 Set Transfer Return Time Click OK to confirm. 4.7.1.17. Enabling UNIVERGE 3C MOH on mediaserver and disable it at the zone level UNIVERGE 3C MOH should be enabled on the mediaserver, but disabled at the zone level. This seems to be a contradiction. Q: Why enable MOH on the mediaserver? A: Without it, it is not possible to make any calls via BCT clients. UNIVERGE 3C uses MOH to control call progress tones. Q: Why disable MOH at the zone level? A: When MOH is required, the BCT MOH can be enabled on a router basis. When UNIVERGE 3C MOH and BCT MOH are both enabled caller will get different MOH dependent on which device is control- ling the hold or queued status. This is why it is recommended to disable UNIVERGE 3C MOH at the zone level. Procedure: 179

1. Start the UNIVERGE 3C Administrator on the UNIVERGE 3C Manager PC, either from the start menu or from the desktop 2. In the general tab, expand the organization name and Media Servers, double click the media server name. In the Media server properties window, check mark \"Enable Server For Music On Hold\" in the UNIVERGE 3C MOH box and click OK. See the following figure: Figure 4-111 UNIVERGE 3C Media Server Properties 3. In the general tab, expand the organization name and expand Music on Hold and double click the Media Server MOH, now goto tab Zones and make sure the MOH Enabled box is unchecked. Click OK to confirm. 180

Figure 4-112 Media Server MOH You can now proceed with the installation of BCT. 4.7.1.18. Configuration of system failover in case the BCT server becomes unavailable Ideally there should always be a CTI connection between BCT server and the UNIVERGE 3C system, however in real live situation network connections may be disprupted to the UNIVERGE 3C system or the BCT server HW could fail. In such cases a failover scenario is needed so that operator calls and/or contact center calls can be handled by the UNIVERGE 3C system. Of course this functionality is lim- ited compared to BCT, but at least calls are not lost. Such a failover can be achieved by configuring overlay round robin groups in UNIVERGE 3C containing operators or agents which would normally be controlled by BCT. By configuring BCT starter lines with a call forwarding condition after X rings to those round robin groups a backup is created. When BCT becomes unavailable the starter lines will become deregistered from UNIVERGE 3C. This will force UNIVERGE 3C to follow the call forwarding after X rings condition immediately, so calls will be for- warded to the agents/operators in the round robin groups. This offers limited functionality, but no calls are lost. Example: Extensions 1020 and 1021 are BCT operators. Extensions 1023 and 1024 are BCT agents. To configure fallback: create two round robin groups, one for the operator failover with stations 1020 and 1021. E,g. group number is 1150. Another group for the agents failover with stations 1023 and 1024. E.g. group number 1151. 181

On starters 9 and 1950 (internal and external queue respectively) set a call forwarding after 15 minutes to group number 1150. On contact center starters (like number 1117 used in previous examples) set a call forwarding after 15 minutes to group number 1151. When BCT is operational, operator calls will be routed to the queue positions and can be handled by operators on stations 1020 and 1021 (normal operation). Should the BCT server become unavailable, the call forwarding conditions set on 9 and 1950 will be executed immediately and calls will be dis- tributed among the round robin group members by UNIVERGE 3C. The failover for the agents works in the same way. 4.7.1.19. Verify your UNIVERGE 3C configuration Note: You can only verify your UNIVERGE 3C configuration after you finished the BCT installation and basic configuration via the Configuration Wizard. 1. Test CTIuser: If the BCT Synchronization to UNIVERGE 3C and Active Directory succeeded during the initial con- figuration of BCT via the Configuration Wizard, then the CTIuser is created and configured properly in Active Directory. Should you be missing any users in the BCT Directory Browser that you are sure are configured in Active Directory, then this means that you did not yet assign line access rights to these users or the preferred address is missing. 2. Verify Operator queues: a. Start an operator client and make an internal call to ‘9’. The call should become visible in the internal Queue and the call can be answered. b. Make an external call over ISDN or SIP to the external Queue 1950. The call should become visible in the external Queue and the call can be answered. c. Make an internal call to the operator (see a.) and park the call. Verify that the call is placed into the park Queue and also verify that the call can be taken from the park Queue again. d. Make an external call over ISDN or SIP to an internal number that is not answering. After the time out set in UNIVERGE 3C, the call should be forwarded to the fallback Queue of the operator. Verify that the call can be answered. e. Make an external call over ISDN or SIP to a non-existing internal number. The call should end up at the operator fallback Queue. Verify that the call can be answered. f. Perform tests d. and e. also by making the call from an internal station. Note that the call should not end up at the operator fallback Queue (fall back should only work for external calls). 3. Verify VMP IVR lines Make sure a Starter Line is configured for voice mail access in BCT. Make an internal call to the Starter Line. A prompt should be heard and in the display of the calling station the connected party should be shown as 1916@{BCT server IP address}. Instead of 1916, also 1917, 1918 or 1919 could be shown. Hang up the call and repeat the test. Again you should receive the prompt and the next VMP line number should be shown. So if the previous call showed 1916@{BCTserver IP address}, this call should show 1917@{BCT server IP address}. Repeat this for two more times and confirm that all programmed IVR lines are accessed sequentially and on all lines, prompts can be heard. 4.7.1.20. Troubleshooting 1. My users do not appear in the BCT company directory BCT only considerers a user to be a valid user if the user has full line rights to the station and the user should have an preferred extension assigned 182

2. Some users can call cc starter lines or operator queues but others cannot. Take care that when multiple zones are applied, the zones must have a trust relationship 3. My VMP lines do not appear in the configuration wizard and/or BCT supervisor VMP lines must be configured in a Round Robin Group, otherwise BCT will not detect then as possible VMP lines 4. BCT cannot establish a connection with UNIVERGE 3C – synchronization failure Make sure the servers can ping each other, if necessary enable file and printer sharing exceptions in firewalls to achieve this. Verify the BCT connection IP port matches the webservice IP port of UNIVERGE 3C (check webservices.xml file on the UNIVERGE 3C server) Verify if the credentials of the CTI user are entered correctly, in case of doubt, try to logon to the domain using the CTIuser account, if this fails chances are the credentials are incorrect, in that case contact your IT system administrator 5. BCT contact center does not respond to IVR DTMF input keys Check that in UNIVERGE 3C>system properties>media streams tab the DTMF digit payload type is set to 101 6. Operator client cannot break in on a call, but the operator station can Check that the CTIuser account has supervision rights to the address group which is used for the UNIVERGE 3C barge-monitor feature 4.7.1.21. Service Conditions 4.7.1.21.1. Call Forwarding Forwarding is configured at the extension level rather than at the user level. BCT clients can set/reset call forwarding immediate via BCT presence settings. Note that these call forwardings are always exclusive*. BCT clients will follow a call forwarding immediate set/reset via station operation (*72/*73, these forwardings are always inclusive*). BCT clients are also able to cancel any forwardings set by the station. BCT clients are not able to cancel forwardings set via the UNIVERGE 3C administrator, UNIVERGE 3C desktop or UC client. * Inclusive forwarding: original dialed destination is alerting together with the forwarding destinations * Exclusive forwarding: original dialed party is not alerting, only forwarding destination(s) is alerting. Note: On startup, BCT sets a (forced) forwarding profile (with no forwardings set) for operators and agents to ensure that no other forwardings will be active. When BCT Server is shutdown this (forced) forwarding profile is removed and the old profiles will become active again. However, be aware that when, for some reason, BCT cannot access UNIVERGE 3C anymore, the profile may never be removed and the user is not made aware of this. 4.7.1.21.2. Instant Messaging Instant messaging between UC client/UNIVERGE 3C desktop and BCT client is possible (peer to peer). To configure this, execute the following steps: On the UNIVERGE 3C Server: 1. Install \"IM Server\". For more information see UNIVERGE 3C documentation. 2. Once installed, go to the IM Server Admin Console and log in. 3. In Server->Server Manager->System Properties find the Property Name \"provider.auth.className\" and edit the property value. Change the value to \"org.jivesoftware.openfire.auth.HybridAuthProvider\". Make sure that you enter the value exactly as above, including casing, because when entered incorrectly a reinstall/reconfiguration of the IM Server is required. 4. Press Save Property to save the property. 5. Restart the UNIVERGE 3C computer. 183

On the BCT Server: 1. Browse to \"C:\\Program Files\\Common Files\\NEC\\Services\" and use Notepad to open the file \"RemotingService.WinService.exe.config\" and search for key=\"SphericallMessaging\". Change the entry to the following: <add key=\"SphericallMessaging\" value=\"on\"></add> 2. Save and close the file 3. Restart the Business ConneCT computer. 4.7.1.21.3. Presence Exchange of presence information between UC client/UNIVERGE 3C desktop and BCT client is possi- ble. Per default this is already configured. Otherwise, to configure this, execute the following steps: On the BCT Server: 1. Browse to \"C:\\Program Files\\Common Files\\NEC\\Services\" and use Notepad to open the file \"PresenceService.WinService.exe.config\" and search for key=\"Sphere\". Verify that the entry is configured as follows: <add key=\"Sphere\" value=\"on\"></add> 2. Save and close the file 3. Restart the Business ConneCT computer. 184

5. Hardware Installation 5.1. Installing Analogue Voice Boards (optional) This chapter describes how to install Analogue Voice boards for BCT. The supported boards are: 1. D/4 PCIU-Euro 4-port analogue voice processing board; 2. D/4 PCIUF 4-port analogue voice processing board; 3. D/41JCT-LS 4-port analogue voice processing board; 4. D/120JCT-LS 12-port analogue voice processing board. Note: You use either PCIU-Euro boards or JCT-LS boards. A mix of different types is NOT possible. Set the thumb wheel switch for the first voice board to 0. For a second voice board, the thumb wheel switch has to be 1. Also connect the flat cable (9600 120 35000) between both voice boards. 5.1.1. 4-Port PCIU or PCIUF D/4 (half size analogue voice board). Installing the board 1. On the board, next to the rotary switch a small switch is present. This switch must be set to off. If the switch is set to off, the default state of the lines will be on-hook after the system is started. If the switch is set to on, all lines will be set to off-hook after the system is started. The result will be that no calls will be accepted on the lines. Check that the switch is set to off. 2. Install the required number of D/4 PCIU boards, start at the first PCI slot. 3. Install the required number of boards. The order of line addressing for more than one board can be configured with the following two options: - PCI slot position: Select ID 0 with the rotary switch for all boards. The first addressed board is the board in the first PCI slot. - Rotary switch selection: Set the rotary switch on the first board to 1, second to 2 etc. The PCI position will be overruled by the Rotary switch settings. The first addressed board is the board with the lowest rotary switch ID. Do not use the same ID for more than one board. Configuring the board (software) The board configuration can only be executed after the Dialogic software is installed and is described in section 8.1.6 Configuration Dialogic Boards. 5.1.2. D/41JCT-LS 4-port or D/120JCT-LS 12-port PCI analogue voice processing board Installing the board 1. Install the required number of D41JCT-LS or D/120JCT-LS, start at the first PCI slot. 2. The order of line addressing for more than one board can be configured with the following two options: PCI slot position: Select ID 0 with the rotary switch for all boards. The first addressed board is the board in the first PCI slot. Rotary switch selection: Set the rotary switch on the first board to 1, second to 2 etc. The PCI position will be overruled 185

by the Rotary switch settings. The first addressed board is the board with the lowest rotary switch ID. Do not use the same ID for more than one board. 3. If more than one H.100 compliant boards are installed you MUST connect the CT-cable to each individual board. A single board requires no CT cable. Configuring the board (software) The board configuration can only be executed after the Dialogic software is installed and is described in section 8.1.6 Configuration Dialogic Boards. 5.2. Wallboards (optional) Wallboards are used to display statistical contact center information. The wallboards are intended to be positioned where agents can see them. BCT supports various types of wallboards; 2 dedicated hardware-based led-matrix wallboard types and one generic software-based wallboard solution. The two types of supported hardware wallboards are: MessageMaker wallboards and DataDisplay wallboards. The MessageMaker wallboard can also be connected via an IP connection. 5.2.1. MessageMaker Wallboard The MessageMaker wallboard can be connected to a computer via a COM port or via a Local Area Network. The BCT Server and Wallboard must have an IP address from the same subnet. There are 4 types available: - MessageMaker 2 line 16 character wallboard. (Part Number: A15911 UD1). - MessageMaker 2 line 21 character wallboard. (Part Number: A15916 UD1). - MessageMaker 4 line 16 character wallboard. (Part Number: A15917 UD1). - MessageMaker 4 line 21 character wallboard. (Part Number: A15918 UD1). The MessageMaker wallboard must be ordered directly from the manufacturer (www.messagemaker.co.uk). 5.2.1.1. MessageMaker Wallboard Installation via COM Port Figure 5-1 Wallboard configuration shows how a MessageMaker wallboard must be connected to the computer that contains the wallboard drivers. The DIP switches are covered by a small metal plate. Figure 5-1 Wallboard configuration - Connect the “9 pin D to RJ45 adapter” to a free COM port. - Make a connection between the “9 pin D to RJ45 adapter” and port 0 of the wallboard. For this connection you need a straight network cable with RJ45 connectors, this cable is not included in 186

the Wallboard package. - Select address 1. Remove the small metal plate that covers the DIP Switches. Set switch 1 on and switch, 2, 3, 4, 5, 6, 7 and 8 off. Address 1 is now selected. When you plug in the power, the wallboard will start a self test. During this test the selected address will be displayed (shortly!). At this moment the hardware configuration is ready. Continue with the software configuration. For creating and configuring wallboards, refer to the BCT Administrator Guide and BCT Supervisor Guide. 5.2.1.2. MessageMaker Wallboard Installation via LAN The MessageMaker wallboard can also be connected and controlled via a Local Area Network. The network connector is located on the right side of the wallboard. Connect the wallboard to the network. Near the network connector you can also find the DIP switches. The functions of these switches are described in Table 5-1 DIP Switches for IP connection. Switch Explanation 1 Always off 2 Always off 3 Always off 4 Always off 5 Always off 6 On for default IP address and Off to use the IP address and port port number number from EPROM 7 On for updating EPROM with Off to protect EPROM new values 8 On for normal operation Off to select IP communications mode Table 5-1 DIP Switches for IP connection Execute the following steps to configure the IP address on the wallboard: 1. Set the DIP switches to set-up mode The DIP switches are located near the network connector. Note: These are not the DIP switches that are used for the serial port address selection. Set switch 1, 2, 3, 4, and 5 to off. Set switch 6 to on. By switching this switch to on, the wallboard will start with the default IP address and port number. IP address = 192.168.3.200 Port = 3500 Switch 7 must be set to on, this allows the bootprom to be updated with new values. Switch 8 must be set to off to select the IP configuration mode. Power up the wallboard 2. Change the IP address (of the computer on which you install the MessageMaker IP configuration tool) The wallboard is only reachable with a computer that has an IP address from the same subnet, therefore you must change the IP address on the computer that is connected to the wallboard 187

(you can also use another computer to setup the wallboard). Change the IP address to an address that is from the 192.168.3.0. Do not use 192.168.3.200, this address is used by the wallboard. Reboot the computer or disable and enable (only Windows 2000) the local area connection from “My Network Places”. After this you should be able to ping the wallboard. When the ping request is successful, you can continue with the next step. 3. Install MessageMaker IP configuration tool At the end of the installation, you will be asked if you would like to launch the program, select Yes and click Finish. The next time you need to use the IP configuration program, select Start > Programs > ConfigIPW > ConfigIPW. The following window will appear: Figure 5-2 IP config main window The software is now installed. 4. Set up the wallboard connection As you can see in Figure 5-2 IP config main window, there are two IP addresses. The right one is the IP address from your computer and the left one is the IP address that is used to connect to the wallboard. This address is not correct and needs to be changed to the default one (192.168.3.200). Select Setup from the File menu. Enter the value “192.168.3.200” and click OK. At this moment you should be able to communicate with the wallboard. Select Program Socket Close from the Commands menu. The result should be as shown in Figure 5-3 Wallboard message window Click OK to continue. 188

Figure 5-3 Wallboard message window The computer is now able to communicate with the wallboard. At this moment you can perform a LED test, (select F4) or send some information to the wallboard (F2). All actions are listed in the Message Log window. Continue with the next step. 5. Entering the correct IP address At this moment the wallboard uses the fixed default IP address and port number. Check if the port number 3500 is used on your computer. (c:\\Windows\\Sytem32\\drivers\\etc\\services). If the number is not used, there is no need to change the port number. The wallboard contains an EPROM that can be programmed with an IP address. So by entering a new IP address you are not changing the default one. Also when an IP address is entered in the EPROM, it is still possible to use the fixed default one. Select Program SignIP Address from the Commands menu or press F9. The following window appears: Figure 5-4 New IP address window Enter the correct IP address. The system will return an output window that should display “ProgIP OK\". If the system returns with the message “PRog error”, the action failed. Most likely because DIP switch 7 is set to “off”. In this switch is set to off the EPROM is in the protected mode. You can check that the new IP address is entered correctly by selecting F6. The New IP address will only be used after a power down of the wallboard and correct DIP switch settings. 6. Set the correct socket close option The wallboard uses a socket to communicate with the BCT Supervisor. This socket must be controlled by the BCT Supervisor (Client). Select “Program Socket Close” from the “Function Keys” area, as shown in Figure 5-2 IP config main window Mark “Client Close Socket”, as shown in Figure 5-5 Set Socket Close Status window 189

Figure 5-5 Set Socket Close Status window Select “Program eeprom” to store the correct close option in the eeprom. 7. Set the DIP switches to the normal operation mode Power down the wallboard. Set DIP switch 6 to off and switch 7 to off. Power up the wallboard. The wallboard performs a self test. During the self test the new IP address is displayed on the last line of the wallboard (shortly!). Change the IP address of the computer to an IP address that belongs to the subnet of the entered IP address. 8. Test the wallboard with the new IP address Start the ConfigIPW program. The Communication IP Address must be changed to the new entered IP address. Select Setup from the File menu. Enter the IP address that you entered in step 5 and click OK. Select Program Socket Close from the Commands menu. The result should be as shown in Figure 5-3 Wallboard message window. Click OK to continue. Send some information to the wallboard (F2). Check the result. If more than one wallboard is used, repeat the above described actions for all wallboards. At this moment the wallboard is correctly configured for network use. For creating and configuring wallboards, refer to the BCT Administrator Guide and BCT Supervisor Guide. 5.2.1.3. Other Features of the MessageMaker Wallboard DIL switches 5 and 6 are used to set the data speed of the wallboard. This should be set to 1200 Baud (which is the default). DIL SWITCH BAUD NUMBER RATE 56 9600 On On 4800 Off On 2400 On Off 1200 - Off Off default Table 5-2 DIL Switches Data Speed settings 190

DIL switches 7 and 8 are used to select a test mode. DIL SWITCH TEST MODE NUMBER 78 On On Normal Mode - default Off On Stripe test On Off Full screen Off Off Information screen Table 5-3 DIL Switches Test Mode - Normal mode. After testing the wallboard, set the switches to this setting for normal operation. - Stripe test. This setting generates a stream of moving stripes after power up. This is used to test if the power supply and the display driver circuits are working correctly. - Full screen. This setting puts all LEDs on simultaneously after power up. WARNING: DO NOT USE THIS MODE FOR MORE THAN 30 SECONDS. - Information Screen. This setting is used to show the following product data after power up: V: The EPROM version number (100 means version 1.00). L: The Logic board version number. N: The Network number (address switch setting). B: The Baud rate setting (12 means 1200, 24 means 2400 etc.). 5.2.2. DataDisplay Wallboard The DataDisplay wallboard is connected to the BCT computer with a COM port connection. There are two types available: a 10 character wallboard and a 20 character wallboard. 5.2.2.1. DataDisplay Wallboard Cabling Before installing the wallboard it is recommended to measure the distance between the required wallboard positions and the computer. DO NOT connect wallboards in a star configuration, i.e. all wallboards with a separate cable to the computer. The following diagrams show how to connect wallboards in series or in parallel. Figure 5-6 Connecting wallboards in series 191

Figure 5-7 Connecting wallboards in parallel 5.2.2.2. DataDisplay Wallboard Hardware Overview and Installation The wallboard is delivered with the following items: - Wallboard. - Network module (also known as address switch). - Power supply unit (transformer). - Cable. - Connector box Faddist. - Assembly set (brackets, screws, wall plugs). PROCEDURE: How to install the DataDisplay Wallboard Ensure that the wallboards are disconnected from the mains during the installation. Actions 1. Mount the wallboards in the required positions. It may be necessary to also mount the transformer in a suitable position. If you only have 1 wallboard then this can be installed without the use of connector boxes, go to step 4. If you have a number of wallboards then you need to install connector boxes. See Figure 5-8 Example of Faddist Box Connection. 192

2. Cut the cable to a suitable length, retaining the 3,5 mm three conductor mini jack (this mini jack must be plugged into the wallboard when it is installed). Connect the cable to the connector block in the Faddist box(es). Figure 5-8 Example of Faddist Box Connection 3. Link the connector boxes together, see Figure 5-8 Example of Faddist Box Connection 4. If you have 1 wallboard, connect it directly to the BCT computer. If you have more than 1 wallboard, connect the first connector box to the BCT computer. 5. The walboards were delivered with address switches. More recently this has been replaced by a dipswitch. With Adress switches: Set the address switches of the 'Network Module' on the wallboards to a value 01...09 (see Figure 5-9 Address Settings on wallboard). The first wallboard uses address 01. Ensure that the Network Module is fitted centrally in its socket. Figure 5-9 Address Settings on wallboard With dipswitch: You can set the dipswitches as follows: Dipswitch Address 321 Off Off On 21 Off On Off 22 Off On On 23 On Off Off 24 193

On Off On 25 On On Off 26 6. Connect the transformer of each wallboard in turn and plug it in to the mains supply. The wallboard gives a confirmation beep and a message may be shown. The message can be the message sent by BCT or the manufacturers test message or the last message that has been sent to the wallboard. 5.2.3. Software Wallboard The BCT software-based wallboard solution only requires a standard windows PC with a monitor attached to it and MS PowerPoint installed. For a complete description on the required installation steps please refer to Installing BCT Soft Wallboard Client. 194

6. Server Prerequisites Installation This chapter describes how to install the BCT Server prerequisites software. The software is stored on one DVD. When starting BCT Server installation via BCT DVD Main Menu all the required prerequisites software is checked and when missing it will be installed automatically. This includes:  Sentinel Dongle Driver  Microsoft Access 2003 Runtime  Microsoft .NET Framework 3.5 with SP1  Intel Dialogic Runtime (when analogue media processing is selected) Warning:  BCT can not be installed on a PC which is configured as a Domain Controller. For the prerequisite check related to SQL server only a check is done and a warning is given if no local SQL server is detected. This is done because also a remote SQL server can be used. See next chapter for additional information regarding setup of the SQL Server functionality. 6.1. Database Installation If a customer already has a SQL Server deployed, you can consider using this SQL Server for BCT. In that case, you don’t need to install the SQL server software. In cases of a high load system, install the SQL server software on another PC than the BCT server. Non-English SQL Server versions are supported. When BCT is installed, it automatically uses the language of the SQL database. You cannot change the SQL Server Language after BCT has been installed. Note: SQL Server 2000/MSDE is NOT supported anymore for BCT systems. Note: The BCT database installation selects \"Simple Recovery\" as default recovery model for the SQL transaction log. \"Simple Recovery\" means that transactions are removed from the transaction log, when committed. This prevents the transaction log from growing continuously. However, be aware that regular backup is required to prevent possible loss of data. Installing SQL Server 2008 (R2) Express Edition via BCT Installer Preconditions: 1. Make sure - Microsoft .NET Framework 3.5 with SP1 is installed (selectable via BCT DVD Main Menu) - Microsoft Windows Installer 4.5 is installed (if not, you can select to install it via BCT DVD Main Menu) - Powershell is enabled Steps: 1. Insert the BCT product DVD. The BCT DVD Main Menu window appears. If not, double click D:\\Autorun.exe (where D is the drive letter of your DVD drive). 2. Install the required prerequisites (see ‘Preconditions’ above) 3. Select ‘SQL Server 2008 Express Edition’ 4. Select ‘Default SQL 2008 Instance’ or ‘Named SQL 2008 Instance’ 5. Enter the password for ‘sa’ administrator account. Installing SQL Server 2008 / 2012 Management Studio Express In addition you can install SQL Server Management Studio Express. This tool is used for maintenance 195

actions (e.g. view content of tables). It is also available on the DVD. Steps: 1. On the BCT product DVD, browse to the folder “D:\\Third Party Software\\Microsoft\\SQL Server 2008/2012 Management Studio Express” and double click the installer package. If using SQL Server 2008 (R2) Express Edition, note the following: - Maximum database size 4 GB. - Maximum number of concurrent BCT Supervisors is 2. - Requires Microsoft Windows Installer 4.5 is installed. - SQL Server 2008 (R2) Express Edition uses only one processor from the server computer, so this can influence performance. - To schedule backups, you must install additional software (SQL Server 2008 (R2) Express Edition does NOT include an SQL agent for this). For scheduled backups, we recommend Express Agent from Vale Software (see www.valesoftware.com). Installing SQL Server 2008 (R2) Express Edition manually (so not via BCT Installer) or SQL Server 2008 (R2) / 2012 If using a standard SQL Server 2008 (R2) / 2012 or when manually installing SQL Server 2008 (R2) Express Edition, either on the BCT server or on a separate server PC, be aware of the following: - SQL Server – Service(s) must be configured to run under Local System Account. - Select ‘SQL Server and Windows Authentication Mode’ (also known as mixed mode). - Enable the protocols ‘TCP/IP’ and ‘Named Pipes’ for the server. 196

7. BCT Server Product Installation This section describes how to install the BCT server software. Installation of the BCT desktop client and the BCT Contact Center Client software is described in 9 Client installation and configuration. Information about BCT UCC Installation can be found in the BCT UCC Installation and Configuration Guide. Preconditions: 1. When the BCT server runs on Windows-7 or Windows-XP, set the powersave options in such a way that the PC never goes into standby mode. 2. Make sure the PBX has the required software version. (The Release Notes for BCT specifies the required version.) 3. Check the system requirements for BCT Server. 4. Check the IP address and subnet mask of the PBX. The address must be reachable from your BCT Server. Ping the IP address from your BCT server. 5. Enable the Windows Firewall. 6. In case BCT is connected to UNIVERGE 3C : add the server to the domain of which the UNIVERGE 3C server is a member server as well Remark: During installation of BCT on Windows 2008, you may get a \"file in use\" message: When you receive this message during installation regarding the windows installer, the system asks how to proceed. In this case select radio button \"Do not close applications. (A reboot will be required.)\" and click OK. The installation will then continue. Steps: 1. Insert the BCT product DVD. The BCT DVD Main Menu window appears. If not, double click D:\\autorun.exe (where D is the drive letter of your DVD drive). 2. Select and click “Business ConneCT Server”. You are asked first to select a language. 197

Figure 7-1 Language Selection window Select the language and click on OK. 3. The Requirements Setup Wizard checks that the server meets the configuration requirements. Here is an example: Figure 7-2 System Configuration Check window (1) Figure 7-3 System Configuration Check window (2) 198

4. Install any missing components. You can leave the Wizard open while you do this. To re-check an item, right click on the item and select Re-evaluate. 5. When all items are successful, click Next. 6. The “Install Prerequisites”-window appears. The Wizard checks for required software and installs any missing items. Figure 7-4 Install Prerequisites window If the Data Execution Prevention requirement is not met, you will get a dialog box where you must select “Turn on DEP for essential Windows programs and services only”. When all items are successful, click Next. If the Security Alert - Driver Installation dialog box appears, click Yes. 199

7. In the following window you select which IVR / Media software will be installed: Figure 7-5 IVR / Media software selection window Choose how you create IVR lines, either an operational Dialogic board or VMP software, and click Next. 8. The “Selected Option Information”-window shows the installation progress. When finished, click Next. If the Security Alert - Driver Installation dialog box appears, click Yes. 9. When asked to restart the system, click Restart Now. Wait until the PC is restarted and the installation continues 10. The “Welcome to the InstallShield Wizard for Business ConneCT Server”-window appears. Figure 7-6 InstallShield Welcome window Click Next. 11. The \"Server name\" window appears. 200