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Alcatel-Lucent Enterprise Communication Solutions OpenTouch Customer Service Standalone Demokit Demo server installation guide

février 2014 Ed. 03

OTCS installation guide Ed.03 2/67 Alcatel-Lucent Enterprise

Copyright Alcatel-Lucent 2000-2013. All rights reserved

Passing on and copying of this document, use and communication of its contents not permitted without written authorization from Alcatel-Lucent.

Notice:

While reasonable effort is made to ensure that the information in this document is complete and accurate at the time of printing, we cannot assume responsibility for any errors. Changes and/or corrections to the information contained in this document may be incorporated into future issues.

Who Should Use this Document?

As an introductory offer, this document can be used by Alcatel-Lucent vendors, clients, partners and associates involved with the implementation of Alcatel-Lucent OpenTouch CS solution.


Table of contents

1 Introduction .......................................................................................................................................... 4

1.1 Hardware and software prerequisites ............................................................................................. 4 2 Downloading the demokit components .................................................................................................. 6

2.2 The OTCS components ................................................................................................................. 6

2.3 The vbox vm ................................................................................................................................. 6

3 OTCS server installation ....................................................................................................................... 6

3.1 Windows 2008 R2 64 bits server ................................................................................................... 6 3.2 Microsoft SQL Server 2008 R2 ................................................................................................... 12 3.3 OTCS software new installation .................................................................................................. 13

4 Demo server configuration .................................................................................................................. 38

4.1 BACKUP_OTCS folder .............................................................................................................. 38

4.2 Restoring the OTCS demo server database .................................................................................. 38 4.3 Giving rights to the “easy#8” user ............................................................................................... 42

4.4 Restoring the OTCS repository folder .......................................................................................... 42 4.5 ACS ............................................................................................................................................ 43

4.6 Automated agents ........................................................................................................................ 43

4.7 Excel ........................................................................................................................................... 43

4.8 SIP phone .................................................................................................................................... 43

4.9 Customer tools ............................................................................................................................ 44

4.10 Reboot the vm ............................................................................................................................. 44

5 Vmware player configuration .............................................................................................................. 45

5.1 Vmware player ............................................................................................................................ 45

5.2 Vbox vm ..................................................................................................................................... 45

6 Network configuration ........................................................................................................................ 47

6.1 vBox ........................................................................................................................................... 48

6.2 OTCS .......................................................................................................................................... 50

7 OTCS overview .................................................................................................................................. 53

8 Starting OTCS – OTCS license file ..................................................................................................... 54

8.1 OTCS license – License manager ................................................................................................ 54 8.2 Starting OTCS ............................................................................................................................. 55

9 Shutting down the VMs ....................................................................................................................... 57

9.1 OTCS .......................................................................................................................................... 57

9.2 vBox vm ...................................................................................................................................... 57

10 OTCS backup ...................................................................................................................................... 59

10.1 Backing up the OTCS license file ................................................................................................ 59

10.2 Setting the instance server offline, stop Altitude services and IIS service ..................................... 59 10.3 Performing a backup of the MS-SQL database ............................................................................ 61 10.4 Saving the OTCS repository folder content .................................................................................. 62 10.5 Getting the path and content of the folder storing the scripts ........................................................ 64 10.6 ACS configuration ....................................................................................................................... 64

11 Facebook integration ........................................................................................................................... 65

11.1 Creating a page and an application .............................................................................................. 65

11.2 Configuring the OTCS................................................................................................................. 66

11.3 Existing pages ............................................................................................................................. 66


1 Introduction The aim of this document is to explain how to build an OTCS standalone demokit. The demokit contains :

- the Altitude vBox virtual machine that may be downloaded from our ftp server - the OTCS demo server that has to be built from scratch with the components downloaded from our

ftpserver.

The steps to build the OTCS demo server are : - Install and configure windows 2008 R2 64 bits server - Install and configure SQL server 2008 R2 - Install and configure the OTCS software - Install and configure the specific demo tools (demo Database, scripts, email server, customer

tools,…)

1.1 Hardware and software prerequisites

1.1.1 OTCS server & vbox virtual machine

The demokit may be installed in two ways :

1. Either build the OTCS demo server, then install vmplayer on it to run the vBox vm 2. Or use a host PC on which vmplayer will run both the vBox vm and the OTCS demo server vm. In

this case the OTCS demo server should be built as a second virtual machine. In the first case, you need to use a windows 2008 R2 64 bits server, quadcore In the second case, the 2 vm should be installed on a unique PC with the following hardware:

- Dual-core, OS 64 bits, RAM 8GB, Intel VT technology (for virtualization), 50 GB disk space

In both cases, the vm(s) will be running using vmware player v 4.0.4 or higher (free software)

1.1.2 Before running vmware player (enabling Intel-VT)

Intel-VT is the Intel technology for software virtualization on a PC. It has to be enabled for vmware to be able to run the vm, which is generally not the default configuration. The way it is enabled depends on the hardware you have. It is necessary to access the BIOS settings which is generally done by restarting the machine and pressing the delete key or F1 key or Alt+F4 key during the boot process. Then access the cpu configuration. Here is an example with a DELL Inspiron One 2330 running windows 8 :

1.1.3 Enabling Intel-VT on windows 8

1. Go to search and type “Advanced startup options” => 1 result in settings 2. Scroll all the way down to “Advanced startup” and click “restart now”


3. Then select option “troubleshoot” 4. “Advance options” 5. “UEFI Firmware Settings” 6. Restart 7. After the reboot, you can access the bios settings 8. Select “advanced”/” cpu configuration” and then enable “Intel Virtualization Technology”

1.2 All-in-one architecture vs client PCs The demokit is designed to run on a unique PC. In this case, management portal, agents desktop, customer are launched and shown directly from the OTCS vm.

1.2.1 Client PC

Nevertheless, it is possible to add some client PCs for a better demo comfort. For that you will need one or several windows 7 PC(s) with IE 9 and an excel license to show reports with the management portal. In term of network, this (these) PC(s) must be able to communicate with the OTCS vm.

1.2.2 What can be installed on client PCs ?

1.2.2.1 Management portal :

This is an url to the OTCS vm. Open an internet browser and type the url : http://[OTCS server ip@]/uSupervisorWebAPP/

1.2.2.2 Agent desktop

The agent desktop is a software that may be installed on a separate PC. The software is available on the ftp server : Alcatel-Lucent_8.2_X.Windows.uAgentWinMSI 8 Alcatel. Go to eng/install and double click on the exe file.

- Select OpenTouch CS uAgent Windows - Indicate where you want the application installed - Put the server IP address and port “1500”

Then the application is installed

1.2.2.3 Customer side

- Instant messaging : this is an url : http:// [OTCS server ip@]:6050/?dnis=50 - Email : POP3 and SMTP server : OTCS server ip@. Account « customer », pwd : « demo ». Mozilla

Thunderbird may be used. - Facebook page : url


2 Downloading the demokit components

2.1 ftp server

• Server : upload.al-mydemo.com (or 195.128.146.77) • Login : demootcs • Pwd : Ftp@Alu#!

2.2 The OTCS components

You will have to download : - OTCS software - Demo server database backup - Scripts and documents - ArGoSoft mail server

2.3 The vbox vm

It is about 500 MB in 2 zip files in the ftp server. Once the files have been downloaded, extracting the first file (zip.001) will rebuild the whole vm

-

3 OTCS server installation

3.1 Windows 2008 R2 64 bits server

Some parameters must be configure in the Windows Server Manager


3.1.1 Firewall


Domain profile, Private profile, Public profile must be set to off

3.1.2 Configuration IE ESC


3.1.3 Add role

Next Select Application Server and Web Server (IIS)

Add Required Features Next


Next

Add Required Role Services Next


Select Dynamic content compression, Next


Install Close

3.2 Microsoft SQL Server 2008 R2

3.2.1 Server installation

MSSQL server software must be the standard version. To start the setup, click right, “Run as administrator”. Check the option. It must be x64 Select: New installation then next Database engine configuration, select full text search and management tool - complete (visual studio), It must be the default instance SQL server agent configuration; Select NT AUTHORITY\SYSTEM SQL server database Engine: Select NT AUTHORITY\SYSTEM The collation must be: CI_AI Note: the system can accept any configuration but then the collation must be taken into account when using the system. If the database collation is define as Case Sensitive DB then if you define an agent with the name “Agent1” and you try to login with the name “agent1” it will say that the username doesn’t exist because of the Case Sensitiveness. Add curent user Select mixed mode (eg : sa,sa)

____________________________________________________________________________

Install the Service Pack1. It’s mandatory for the uCI8.2 __________________________________________________________________________________


3.2.2 Test connection

From the Windows 2008 R2 Server, open a command window, enter: >osql -U sa enter password If the connection is correct 1> 2> exit

3.2.3 .NET framework installation

The .NET framework is mandatory on the OTCS server. The version to install is the version 4.0 Full. The executable file is : dotNetFx40_Full_x86_x64.exe

3.3 OTCS software new installation

Altitude Software solution new installation must be done on a fresh server installed using recommendations as defined in previous chapters. It is highly recommended to backup this fresh Windows 2008 server (with OS, Service pack, Service pack installed and activated) using an image/cloning tool like Norton GHOST©, Acronis True Image©, CloneZilla or equivalent before installing the OpenTouch Customer Service software.

3.3.1 OpenTouch Customer Service installation from scratch

3.3.1.1 License manager

1. Logon the server using an administrator account

2. To install the License Manager, you must have 2 files a. Alcatel-Lucent License Manager Setup.exe

b. Alcatel-Lucent_8.2.x_to_y.Windows.License Manager 8.zip e.g.


3. Run as administrator the License Manager setup

4. Install the Sentinel driver

5. license Manager installation, and accept license


6. Enter the instance name and port for the license server. The default instance name is easy_lms and the port is 1770. The license file can be selected later.

7. Specify the user Windows user account and password to start the service. This account must be an administrator. Example: .\administrator. The domain is mandatory.


8. Select the license binary directory location

9. Select the log directory location for the license Manager log

10. Install the program


A new program has been installed. Start the license manager by the start program menu

Select the license file. It’s a .lic file


Then refresh license to activate it.

3.3.1.2 Assisted server


2. To install the Assisted Server, you must have 3 files a. Alcatel-Lucent Assisted Server Setup.exe

Alcatel-Lucent_8.x_to_y. Windows 64bits.Server 8.zip

Alcatel-Lucent_8.x_to_y.Windows 64bits.DBTools 8 e.g.


3. If the DBTool component is missing, the following error message is displayed when launching the

setup.

4. If the IIS role service “Dynamic content compression” is missing, the following error message is displayed when launching the setup.

5. Run as administrator the Assisted Server setup


6. Accept the license and chose : Complete mode or custom mode

a. The complete mode is the Assisted Server and the database tool

b. In the customer mode you can chose to install the Server and the database tool

Click next to continue 7. Enter service name and the port. Default value are correct The Contact Center name and the WSS port can be let at the default value


8. Give the License Manager name and port. If on the same server, enter: localhost:1770

9. Select the Assisted Server binary directory location

10. Select the log directory location for the Assisted Server log

11. Select the Document directory location for the Assisted Server

12. Select the SQL Server (ODBC) database type


13. Enter the database name. For the demo server, the name must be : easy#8

14. Enter the database user credentials. For the demo server, the user must be : easy#8, and the password : Easy123

easy#8


15. Specify the Windows user account and password to start the service. This account must be an

administrator. Example: .\administrator. The domain is mandatory.

16. Click install to continue

easy#8

Easy123


17. Click on Create DB to deploy the database on the SQL server

18. Enter the database size. Enter the value 1024MB


19. Enter the sa administrator password

20. Choose the SQL server

21. Choose the file where the database will be stored

22. Before the database deployment, you must confirm the values


23. During the setup, you must confirm the database user and the database creation

24. Close it to continue

25. At this step we can connect to the database server e.g. with “easy#8” user.


26. Start the Assisted server by the start program menu

Check by the windows service menu if the Assisted Server service is started

If the service is not started, start it.


A new icon appears in the shortcuts

3.3.1.3 Assisted server states

There are 3 states: Offline, Administrator and Online. - Offline: the contact center is stopped. - Administration: The assisted server is running but no gateway is started. - Online: All components of the contact center are running.

Offline state

Administrtation

Online state


Assisted Server Manager when the server is offline (stopped)

Assisted Server Manager when the server is in administration mode.

Assisted Server Manager when the server is online. The contact center is running

From the icon menu it’s also possible to change the server state.

To start or stop the contact center, the administrator must gives credentials : User name : easy No password


3.3.1.4 uSupervisor (Management portal)


2. To install the uSupervisor Web, you must have 2 files a. Alcatel-Lucent uSupervisor Web Setup.exe

b. Alcatel-Lucent_x_to_y. Windows.uSupervisor.zip

3. Run as Administrator the uSupervisor Server


4. uSupervisor Server installation, and accept license

5. Enter the Assisted Server name and port. If on the same server, enter: localhost:1500. Define the application name. The default name is correct.

6. Select the uSupervisor binary directory location

7. Select the log directory location for the uSupervisor log


8. Click install to install the server

9. A new icon is created on the desktop.

10. To start the uSpervisor, You need IE9 and Microsoft Silverlight 3.0. The IE9 popup blocker must be

removed. Install Microsoft Silverlight The uSupervisor can be connected to the assisted server in administration mode or online mode. The default login is “easy” with no password.


If in IE9 you get this message : “storage not supported” it is because the compatibility view on IE is on and so the uSupervisor detects an older incorrect version of IE. Apply method 2 of this link: http://support.microsoft.com/kb/2536204#B.

When the administrator is logged in the following default page appears

3.3.1.5 uAgent windows (agent desktop)


2. The prerequisite is to install Microsoft .NET framework 4.0 on the agent desktop. If the Microsoft .NET framework is not installed, the following message will appear


3. To install the uAgent Windows, you must have 1 file : Alcatel-Lucent_8.x_to_y.Windows.uAgentWinMSI 8.zip

4. Unzip the file to extract the setup file

5. Run as administrator the uAgent Windows setup located in eng/install

6. Click on next to continue on both windows


7. Select the destination folder to install.

8. Enter the Assisted Server name and port.

9. Check the checkbox to have a shortcut and click on Install


3.3.1.6 Automated agents

This installation is required for SIP IVR. Automated Agents installer includes the following components:

• Automated Agents subsystem • Automated Agents Monitor.

The install requires the following: • Windows computer with Microsoft .NET Framework 4.0 • Windows account with administrative privileges and the advanced user right Log on as a service.

1. Log in using a Windows account with administrative privileges. 2. To install the uSupervisor Web, you must have 1 file

a. Alcatel-Lucent_8.2_x_to_y.Windows.AutoAgents 8.zip


4. Run as administrator the setup located in eng/install

During the installation of Automated Agents subsystem and Automated Agents Monitor, define the following information:

5. Destination folder : C:\Program Files(x86)\Altitude\Altitude uCI 8.1\Altitude Automated Agents\. 6. User authentication : leave the fields empty to use LocalSystem. 7. RPC service : Port number of the RPC service. The name of the RPC service is aaRPC with the

default port number 1832, and type TCP. 8. Broadcast service : Port number of the broadcast service. The name of the broadcast service is

aaBCAST with the default port number 1832, and type UDP. 9. Leave the default values and install the server

The Automated Agents Monitor can only connect to subsystems configured with the same port numbers. To install Automated Agents in several computers, use the same port numbers in each computer.


3.3.1.7 Altitude Communication server

This server is used for the communication with the vbox. Altitude Communication Server installer includes the following components:

• Altitude Communication Server • Altitude Communication Server Web Manager.

The install requires the following: • Windows account with administrative privileges.

1. Log in as a Windows user with administrative privileges. 2. To install the ACS, you must have 1 file

a. Alcatel-Lucent_8.2_x_to_y.Windows ACS.zip


4. Run as administrator the setup located in eng/install, and enter the following information: 5. Destination folder : C:\Program Files (x86)\Altitude\Altitude Communication Server\. 6. User authentication : The Windows domain, user name, and password of the Windows account that

runs the Windows service. Keep blank, for the Altitude Communication Server to runs as the Windows account Local System.

7. Web Manager port : TCP port for the HTTP server of the Altitude Communication Server Administration.The default is 8080.

8. TVM folder : Folder of the sound files used by IVR scripts : C:\ProgramData\Altitude\Altitude Communication Server\tvm\.

To connect to the Altitude Communication Server Administration:

1. Open a web browser at the Communication Server computer at the Web Manager Port : http://localhost:8080/. 2. To log in, use the account : system and the password : manager.

3.3.1.8 Script developer

This tool is used for agent desktop, automated agents and ivr script development. The install requires the following:

• Windows account with administrative privileges.

1. Log in as a Windows user with administrative privileges. 2. To install the uSupervisor Web, you must have 1 file

a. Alcatel-Lucent_8.2_x_to_y.Windows.Developper 8.zip

3. Open the archive and go to eng/install

4. Run the setup program as administrator 5. Click “next” and then “install” and finally “finish”


3.3.1.9 Mail server

Any mail server may be used for the OTCS demo. The one which is used in the Altitude OTCS demo server is the ARGOSOFT mail server which is a freeware. I t may be downloaded from http://www.argosoft.com/rootpages/Download.aspx.

1. Run the agsmail as administrator 2. Click on “setup” 3. Click on “next” and then “start installation” 4. Go to start/All programs/Argosoft mail server/ and double click Argosoft mail server 5. In the window toolbar, click on tools/users and right click “New” 6. Create user “mediademo” with password “demo” 7. Create user “customer” with password “demo”

4 Demo server configuration

4.1 BACKUP_OTCS folder

This folder contains all the elements to upgrade our new OTCS installation to an OTCS demo server : - Documents : documents repository folder - IVR : IVR scripts - Output : agents script repository - Scripts : agent scripts folder - Easy8_backup : demo server SQL database backup - ACS config file

4.2 Restoring the OTCS demo server database

- Set the instance server offline (see Assisted server states) , stop Altitude services and IIS service - Launch the Microsoft SQL Management studio and connect as administrator (default fields) - Delete the existing OTCS database (easy#8)


- Check the buttons “Delete backup…” and “Close existing connections” and click “OK” - Restore the database : right click Database and select “Restore database”


- From the General page select “From device” and click on the browse button:


- Click on Add button:

- Finally select the database backup of the OTCS demo vm (easy8_backup) in folder BACKUP_OTCS) and click on “OK”

- Indicate “easy#8” in the “To database” field - Check the restore box and select the database name to restore and click “OK” - Wait for the restore to complete and click the “OK” button - Then the easy#8 Database appears in the Database list


4.3 Giving rights to the “easy#8” user

- Go to Database/easy#8/Security/Users an delete easy#8 (right click/Delete) - Go to Security/Logins - delete the easy#8 login - right click on “Logins” and select New Login - create easy#8 login name with SQL server authentication, password Easy123 and uncheck “Enforce

password policy” - Select “User Mapping page” and check the Map box for the OTCS database (easy#8), and role

db_owner and public, then click the “OK” button

- Go back to database easy#8/Security/users/easy#8, right-click to open properties and in General/Role Members, make sure db_owner is checked

4.4 Restoring the OTCS repository folder

- Copy the content of the Document folder from BACKUP_OTCS to C:\ProgramData\Altitude\Altitude uCI 8.1\Altitude Assisted Server\easy\Documents\

4.4.1 Restoring the agent scripts

- Copy the Scipts folder from BACKUP_OTCS to the root C:\ - Copy the content of the Output folder from BACKUP_OTCS to

C:\Users\Administrator\MyDocuments\Altitude Script Developer 8.2

4.4.2 Restoring the IVR scripts

- Copy the IVR folder from BACKUP_OTCS to the root C:\


4.5 ACS

- Open the Altitude communication server administration page with IE : http://localhost:8080/login - Login :system / password : manager - Goto Maintenance/Import Configuration - Browse to the BACKUP_OTCS folder and select acsexport_xxx_yyy.cfg - Click on “Import” - Publish your changes (“publish” button in upper toolbar) - Go to “System Information” and click on the “shutdown” button and confirm - Then at the same place, click on the “boot” button

4.6 Automated agents

- Go to “Start/All programs/Altitude uCI 8.2” and click on “Altitude Automated Agents Monitor” - Deploy “Subsystems”, and [server name] - Click on the yellow key icon in the upper toolbar - Enter :

� Instance : localhost:1500 � Username : easy � No password

- Confirm you want to add this instance to the system - Indicate the working directoru : c:\IVR and click “OK” - Deploy Instances/localhost:1500 and right click on “IVR Agents” to select “add agent” - Enter :

� Agent : IVR01 � No password � Site : Demo site � Gateway : ACS � Extension : 1000 � Board type : ACS � Profile : default

- Click ok “OK” - Do the same for Agent:“IVR02”, Extension:”1001” - Right click on “Routing Agents” and select “Add agent” - Select Agent : routing agent, no password and click “Ok”

4.7 Excel

A valid license of MS Office Excel should be installed on the system

4.8 SIP phone

A sip phone (e.g. X_Lite 4.5) should be installed on the system as the customer phone. Set an account with domain = [Vbox ip address]


The account user ID and password is described in the “OTCS demo script edX.pptx” document

4.9 Customer tools

There are specific tools the customer should use for the demos

4.9.1 Email software

An email software should be installed for the customer to send emails to the call center. • User : customer • Password : demo • Email address : [email protected] • Server (POP3, SMTP) : ip address of the mail server

4.9.2 Instant messenger

This is an url to the demo server IM application : http://[DemoServerIpAddress]:6050/?dnis=50

4.10 Reboot the vm


5 Vmware player configuration

5.1 Vmware player

vmware player v 4.0.4 or higher version is necessary to run the vbox vm. This is a free software that is available from the vmware download site : https://my.vmware.com/web/vmware/free#desktop_end_user_computing/vmware_player/. Vmware workstation may be used as well but this is not a free software. To download and install vmware player, you may have a look at this page : http://blogs.vmware.com/kb/2013/07/downloading-and-installing-vmware-player-on-a-windows-based-system.html

5.2 Vbox vm

This is a linux vm and we must make sure that it keeps its original mac address, for the vm network configuration to be recognized. First, go to the folder where you put the vbox vm. Open the vmx file and go to the line “ethernet0.generatedAddress”, you will need this mac address in the vm settings. Launch a new instance of vmware player Click on « Open a virtual machine », then go to the folder where you put the vbox vm. Select the “vmx” file.


Go to “edit virtual machine settings” and check the memory size which may be between 256 MB and 768 MB. Then go to “Network adapter”, select “Bridged”. Go to “Advanced” and make sure the mac address is the same as the one you saw in the vmx file, otherwise overwrite it.


Then “Play virtual machine” and indicate “I moved it”, so that the original mac address is not re-generated.

6 Network configuration The 2 servers (OTCS and vBox) should be in the same subnet so that they can communicate with each other. They should be connected to Internet so that the OTCS may activate the facebook application. You’ll need to change both the vbox and OTCS ip addresses (ip@ hereafter).


6.1 vBox

6.1.1 vBox network configuration

The vbox VM ships with a static IP address configured. To access the network configuration, start the vBox VM, login with user “admin”, password “admin”, and run the command: vbsetnet show If it doesn’t show the IP address you want, you need to execute : Vbsetnet static and then enter the information you are prompted for.

6.1.2 vBox management

The next step is to upgrade the IP addresses in the vBox configuration database. For that, you need to go to the vBox management GUI, opening, on another computer, a browser window to http://[vbox ip@]/. Use admin/admin as credentials.

- First select System > Hosts => you will see that the IP address of the only host in the system is not correct.

- Then select System > Backup, and then ‘Restore the selected backup’. After this step, go back to System > Hosts, and you will see that the IP address is now correct.


- On the vbox management GUI, select Telephony gateways, page CTI gateway. Update the field ‘Host’ to the IP address of the OTCS VM (you must have set the right OTCS ip@ before).

- On the vbox management GUI, select Trunks, page Altitude Communication Servers. Update the

field ‘Altitude Communication Server host’ to the IP address of the OTCS VM (you must have set the right OTCS ip@ before).

6.1.3 vBox demo mode

When you change the network address of Altitude vBox (as you have to), the “vBox demo mode” is deactivated, and thus OTCS will refuse to connect to the vBox as VMware is not an authorized environment for production mode. To reactivate demo mode on the vBox, use the following command on the vBox vm console:

vbox setdemomode activate|deactivate|status

The parameters of setdemomode are as follows :

- activate


Enables the use of the Altitude vBox in demo mode. Useful for virtual machines and training purposes. Do not use the demo mode in production environments.

- deactivate Disables the use of the Altitude vBox in demo mode.

- status Displays the status of the demo mode.

You need to reboot the vBox VM for this command to take effect (use reboot or poweroff commands for an orderly reboot).

6.2 OTCS

6.2.1 OTCS IP configuration

- To access the OTCS network configuration, in the OTCS go to start/Control Panel/Network and

Internet/Network Sharing Center and on the left click on “Change adapter settings”

- Right click on “Local Area Connection” and select “Properties”

- Select Internet Protocol Version 4 and enter here the configuration you need, then click on “OK”


6.2.2 OTCS other network configuration

On the OTCS, follow these steps:

Launch the management portal (double click on the uSupervisorWebApp icon, login “easy”, no password) In uSupervisor, browse to Configuration > More options > Telephony Gateways > vBox. Update the field ‘Switch server’ to the IP address of the vBox VM.


In the ACS Administration GUI (http://localhost:8080/. Log with system/manager), browse to Resources/SIP Trunks. Update the ‘destination IP address’ to the IP address of the vBox VM.


7 OTCS overview The OTCS server contains all the needed software to show the demos and is designed as the unique machine to use for that (as seen in chapter 1, several machines may be used as well). You will need :

7.1.1 Management

- Management portal (uSupervisorWebApp icon on the desktop) - Altitude automated agent monitor (start button/All Programs/Altitude uCI 8.2/Altitude

Automated Agents Monitor) - Altitude script developer (start button/All Programs/Altitude uCI 8.2/Altitude Script

Developper)


7.1.2 Agent

- OTCS agent desktop (OTCS uAgent icon on the desktop) several instances may be launched

7.1.3 Customer

- A mail tool (e.g. thunderbird) - A Facebook page (Internet explorer url) - Instant messenger (internet explorer url)

8 Starting OTCS – OTCS license file When playing the vm, several services are started. In the vm toolbar you can see some of those services management GUI:

- Assisted server manager - Remote Gateway manager - License manager

To start the OTCS, the first step is to install a valid OTCS license.

8.1 OTCS license – License manager

The OTCS license must be installed in the vm for OTCS to work. A temporary license file may be provided on request. The license gives rights to use 3 agents and one supervisor.

- Put the license in the host PC e.g. on the desktop, then drag and drop the file on the OTCS vm desktop.

- Open the license manager by double-clicking on its icon in the toolbar - On the “license file” line, click on the path icon to select the license you previously copied to the vm

and then “Apply” - Reboot the vm


8.2 Starting OTCS

8.2.1 Assisted server

- Go to the Assisted server manager (toolbar) - The Assisted server is in one of these states : Offline, Administration, Online. - Right click on the icon and put the Assisted server in Administration mode (Boot Contact center) or

Online (start, username = easy, no password)


8.2.2 Management portal

- In the desktop, double click on the uSupervisorWebApp icon. This opens an IE window - Login with the user “easy”, no password, domain “easy” - (If the Assisted server was previously Offline, it will propose to boot it at this moment) - Go to “configure” - Right click on “Contact center” and then on “start” and confirm your choice

8.2.3 Telephony Gateways

To start the telephony gateways (vbox) - Go to “more options” - click on “telephony gateways” - right click on “vbox” - select “start”


After all those steps, the OTCS is ready for the demos.

9 Shutting down the VMs In vm player, to shutdown the 2 systems, please follow these steps :

9.1 OTCS

You only need to shutdown the windows machine as usual : start/Log off > Shut down

9.2 vBox vm

- enter the console by double-clicking in it - log in with admin/admin - type “shutdown now” + enter - when shutdown is finished, exit the console with Ctrl + Alt, in vmplayer go to Virtual

Machines/Power/Power Off.


10 OTCS backup In order to save your work or to install a new demo version without losing your own environment and configuration, it is necessary to make a backup of your OTCS instance. This operation requires several backups as the OTCS configuration is distributed in several places. You should save the backup files on an external disk so you can re-import them when needed.

10.1 Backing up the OTCS license file

- Open the License Manager to get the location and the name of the OTCS license file : double click on the license manager icon in the toolbar

- Then look at the line “license file” to get the path of the file

In this example the license file name is “as_Alcatel_00004646_Temporary.lic”. .

10.2 Setting the instance server offline, stop Altitude services and IIS service

10.2.1 Setting the instance server offline :

- double click on the license manager icon in the toolbar - click on “Set Offline” - enter the manager user name “easy”, no password


- wait until the “Administration” button becomes yellow to make sure the instance server is offline

10.2.2 Stop the OTCS services

- Stop services Altitude Assisted server, Altitude License Manager, World Wide Web Publishing Service

using the Microsoft Service Manager:


10.3 Performing a backup of the MS-SQL database

- Using the MS-SQL Server Management Studio connected with administrator rights, right click on the OTCS database (easy#8 in this example), then select Tasks and then select Back up:


- Indicate the path and name for the backup and click on OK button (in the example the path is C:\BACKUP SQL and the filename is easy#8) :

10.4 Saving the OTCS repository folder content

You need to backup the OTCS configuration documents that are stored in the repository folder. You will find the repository folder name and location via the Assisted Server Manager: - Open the Assisted Server Manager (see $ “Setting the instance server offline”)


- In the present example the repository folder name is “Documents” and its location is

“C:\ProgramData\Altitude\Altitude uCI 8.1\Altitude Assisted Server\easy\Documents”:

By default the folder “ProgramData” is hidden. To save the folder “Documents” you need to get “ProgramData” visible as follow: In the file explorer: - click on Organize - select “folder and search options” - select View tab - check the radio button “Show hidden files, folders and drives” Then the folder “ProgramData” is visible:


10.5 Getting the path and content of the folder storing the scripts

If you made some modifications to the OTCS scripts or wrote your owns, or simply if you want to save them elsewhere, you need to backup them as well. The default demo scripts are stored in : C:\Scripts The default path to the zipped scripts is [UserPersonalFolder]\Altitude Script Developer 8.2\Output For the IVR, the demo scripts are store in c:\IVR Save the content of these folders to an external drive.

10.6 ACS configuration

- Go to the ACS administration page : http://localhost:8080/ and log with system/manager - Go to “Maintenance/Export configuration” and save the file to an external drive.


11 Facebook integration

11.1 Creating a page and an application

11.1.1 Creating a Facebook organization Page

There are two types of pages in Facebook: organization pages and personal pages. You need to create an “organization page”

- go to http://www.facebook.com/pages/create.php

11.1.2 Creating and Registering a new Facebook application

- Register a new desktop Facebook application on http://www.facebook.com/developers/apps.php

- In the upper toolbar : click Apps - Create a facebook application : upper right button “Create a New App » - Logout - Browse again to http://www.facebook.com/developers/apps.php, login as the page

administrator - If not already there, browse to the page of the Facebook application you have just created,

where you can find the following information: o Application id o API Key o Application Secret

11.1.3 Getting the ACCESS_TOKEN

- Logout page administrator - Open http://www.facebook.com on browser and make sure that the page administrator is

logged out. - Give your application administration permissions to the Facebook page - Open the url below in Internet Explorer , replacing APPLICATION_ID by the Application

Id obtained at step 2) - https://www.facebook.com/dialog/oauth?client_id=APPLICATION_ID&redirect_uri=http://

www.facebook.com/connect/login_success.html&scope=manage_pages,read_stream,publish_stream,offline_access&response_type=token

- login as page administrator and allow the requested permissions - When successful, you will be redirected to a new URL, and the browser page will simply

display “Success”. The new URL will have the following structure: http://www.facebook.com/connect/login_success_token=ACCESS_TOKEN&expires_in=<unix_timestamp>, where ACCESS_TOKEN is a very long string of letters and digits, starting with the APPLICATION_ID.


- you must now have an APPLICATION_ID and ACCESS_TOKEN for your Facebook page.

- Open the following url in Google Chrome, replacing ACCESS_TOKEN with the string obtained in the previous step. https://graph.facebook.com/me/accounts?access_token=ACCESS_TOKEN When successful, the browser will display a list of information regarding all pages for which the user is the administrator, with the structure below (if the page was created recently, the first attempt may return an empty data structure (i.e. with the “data” field empty. If this happens, try again later)

{ "data": [ { "name": “PAGE_NAME”, "category": “PAGE_CATEGORY”, "access_token": “ACCESS_TOKEN”, "id": “PAGE_ID” }, ... }

- Locate in this list the entry for the page you wish to monitor/control in OTCS and save the PAGE_ID and ACCES_TOKEN fields

11.2 Configuring the OTCS

- Go to the Unified Media Demo campaign configuration in the management portal and change

the inbound address assigned to the Facebook Email Gateway to : PAGE_ID#ACCESS_TOKEN#8

- Look at the next paragraph for more details

11.3 Existing pages

2 pages have already been designed for the facebook demos. You may use them but you have to know that you won’t be the only one. When you go to this facebook page and write a comment, every OTCS facebook application configured for this page will receive the facebook interaction. So you may receive some facebook interactions coming from other demokits. To configure these pages in OTCS:

- In management portal go to Configuration/Campaigns and stop the Unified Media Demo - double click on Unified Media Demo - Go to Business Rules/Email/Inbound Address - Here you have a line for facebook. Replace the Email address and the user name with what is

indicated hereafter - Start the Unified Media Demo


11.3.1 The baking Pan

- Email address : [email protected] - User name :

153185614861319#AAACdmxp23UABADChiJU3rl29OKzWmc3aD3BP0CwZCD0ZCcYf3ge5WUDD0KZCsxPvMUn1TubZBu223GtZAjoaUAjclWTkQyhzZAVWNLOCcM4wZDZD#8

11.3.2 Sail Off

- Email address : [email protected] - User name :

266190800183117#AAACdmxp23UABALmX6WWeZB6inQzzCXZB0ZCpZASrrlSELAOLhwzaeLZB88CpLLZBLIgNb8YvZBjZBbGelC5SYptQfJ0aQgm0FqIGZAPO5SgzlwHruiEOfuFzG#8