CCR Installation

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Avaya CCR Installation Guide

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<ul><li><p>15-601133 Issue 07a - (Tuesday, December 04, 2012)</p><p>Implementing IP Office Customer CallReporter</p><p>IP Office 8.1</p></li><li><p>Implementing IP Office Customer Call Reporter Page 215-601133 Issue 07a (Tuesday, December 04, 2012)IP Office 8.1</p><p> 2012 Avaya All Rights Reserved.NoticeWhile reasonable efforts have been made to ensure that theinformation in this document is complete and accurate at the time ofprinting, Avaya assumes no liability for any errors. Avaya reservesthe right to make changes and corrections to the information in thisdocument without the obligation to notify any person or organizationof such changes.</p><p>Documentation disclaimer"Documentation" means information published by Avaya in varyingmediums which may include product information, operatinginstructions and performance specifications that Avaya generallymakes available to users of its products. Documentation does notinclude marketing materials. Avaya shall not be responsible for anymodifications, additions, or deletions to the original publishedversion of documentation unless such modifications, additions, ordeletions were performed by Avaya. End User agrees to indemnifyand hold harmless Avaya, Avaya's agents, servants and employeesagainst all claims, lawsuits, demands and judgments arising out of,or in connection with, subsequent modifications, additions ordeletions to this documentation, to the extent made by End User.</p><p>Link disclaimerAvaya is not responsible for the contents or reliability of any linkedwebsites referenced within this site or documentation provided byAvaya. Avaya is not responsible for the accuracy of any information,statement or content provided on these sites and does notnecessarily endorse the products, services, or information describedor offered within them. Avaya does not guarantee that these linkswill work all the time and has no control over the availability of thelinked pages.</p><p>WarrantyAvaya provides a limited warranty on its hardware and Software("Product(s)"). Refer to your sales agreement to establish the termsof the limited warranty. In addition, Avayas standard warrantylanguage, as well as information regarding support for this Productwhile under warranty is available to Avaya customers and otherparties through the Avaya Support website:http://support.avaya.com. Please note that if you acquired theProduct(s) from an authorized Avaya reseller outside of the UnitedStates and Canada, the warranty is provided to you by said Avayareseller and not by Avaya. "Software" means computer programs inobject code, provided by Avaya or an Avaya Channel Partner,whether as stand-alone products or pre-installed on hardwareproducts, and any upgrades, updates, bug fixes, or modifiedversions thereto.</p><p>LicensesTHE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ AREAPPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/ORINSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER(AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITHAVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESSOTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOESNOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINEDFROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR ANAVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT TOTAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSEUSING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BYINSTALLING, DOWNLOADING OR USING THE SOFTWARE, ORAUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELFAND THE ENTITY FOR WHOM YOU ARE INSTALLING,DOWNLOADING OR USING THE SOFTWARE (HEREINAFTERREFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"),AGREE TO THESE TERMS AND CONDITIONS AND CREATE ABINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THEAPPLICABLE AVAYA AFFILIATE ( "AVAYA").</p><p>Avaya grants you a license within the scope of the license typesdescribed below, with the exception of Heritage Nortel Software, forwhich the scope of the license is detailed below. Where the orderdocumentation does not expressly identify a license type, theapplicable license will be a Designated System License. Theapplicable number of licenses and units of capacity for which thelicense is granted will be one (1), unless a different number oflicenses or units of capacity is specified in the documentation orother materials available to you."Designated Processor" means a single stand-alone computingdevice."Server" means a Designated Processor that hosts a softwareapplication to be accessed by multiple users.</p><p>License typesDesignated System(s) License (DS). End User may install and useeach copy of the Software only on a number of DesignatedProcessors up to the number indicated in the order. Avaya mayrequire the Designated Processor(s) to be identified in the order bytype, serial number, feature key, location or other specificdesignation, or to be provided by End User to Avaya throughelectronic means established by Avaya specifically for this purpose.</p><p>Concurrent User License (CU). End User may install and use theSoftware on multiple Designated Processors or one or more servers,so long as only the licensed number of Units are accessing and usingthe Software at any given time. A "Unit" means the unit on whichAvaya, at its sole discretion, bases the pricing of its licenses and canbe, without limitation, an agent, port or user, an e-mail or voice mailaccount in the name of a person or corporate function (e.g.,webmaster or helpdesk), or a directory entry in the administrativedatabase utilized by the Software that permits one user to interfacewith the Software.Units may be linked to a specific, identified Server.</p><p>Database License (DL). End User may install and use each copy ofthe Software on one Server or on multiple Servers provided thateach of the Servers on which the Software is installed communicateswith no more than a single instance of the same database.</p><p>CPU License (CP). End User may install and use each copy of theSoftware on a number of Servers up to the number indicated in theorder provided that the performance capacity of the Server(s) doesnot exceed the performance capacity pecified for the Software. EndUser may not re-install or operate the software on Server(s) with alarger performance capacity without Avayas prior consent andpayment of an upgrade fee.</p><p>Named User License (NU). You may: (i) install and use the Softwareon a single Designated Processor or Server per authorized NamedUser (defined below); or (ii) install and use the Software on a Serverso long as only authorized Named Users access and use theSoftware. "Named User", means a user or device that has been expresslyauthorized by Avaya to access and use the Software. At Avayas solediscretion, a "Named User" may be, without limitation, designated byname, corporate function (e.g., webmaster or helpdesk), an e-mailor voice mail account in the name of a person or corporate function,or a directory entry in the administrative database utilized by theSoftware that permits one user to interface with the Software.</p><p>Shrinkwrap License (SR). You may install and use the Software inaccordance with the terms and conditions of the applicable licenseagreements, such as "shrinkwrap" or "clickthrough" licenseaccompanying or applicable to the Software ("Shrinkwrap License").</p></li><li><p>Implementing IP Office Customer Call Reporter Page 315-601133 Issue 07a (Tuesday, December 04, 2012)IP Office 8.1</p><p>Heritage Nortel Software"Heritage Nortel Software" means the software that was acquired byAvaya as part of its purchase of the Nortel Enterprise SolutionsBusiness in December 2009. The Heritage Nortel Software currentlyavailable for license from Avaya is the software contained within thelist of Heritage Nortel Products located athttp://support.avaya.com/licenseinfo under the link "Heritage NortelProducts". For Heritage Nortel Software, Avaya grants Customer alicense to use Heritage Nortel Software provided hereunder solely tothe extent of the authorized activation or authorized usage level,solely for the purpose specified in the Documentation, and solely asembedded in, for execution on, or (in the event the applicableDocumentation permits installation on non-Avaya equipment) forcommunication with Avaya equipment. Charges for Heritage NortelSoftware may be based on extent of activation or use authorized asspecified in an order or invoice.</p><p>CopyrightExcept where expressly stated otherwise, no use should be made ofmaterials on this site, the Documentation, Software, or hardwareprovided by Avaya. All content on this site, the documentation andthe Product provided by Avaya including the selection, arrangementand design of the content is owned either by Avaya or its licensorsand is protected by copyright and other intellectual property lawsincluding the sui generis rights relating to the protection ofdatabases. You may not modify, copy, reproduce, republish, upload,post, transmit or distributein any way any content, in whole or in part, including any code andsoftware unless expressly authorized by Avaya. Unauthorizedreproduction, transmission, dissemination, storage, and or usewithout the express written consent of Avaya can be a criminal, aswell as a civil offense under the applicable law.</p><p>Virtualization</p><p>Third Party Components"Third Party Components" mean certain software programs orportions thereof included in the Software that may contain software(including open source software) distributed under third partyagreements ("Third Party Components"), which contain termsregarding the rights to use certain portions of the Software ("ThirdParty Terms"). Information regarding distributed Linux OS sourcecode (for those Products that have distributed Linux OS source code)and identifying the copyright holders of the Third Party Componentsand the Third Party Terms that apply is available in theDocumentation or on Avayas website at:http://support.avaya.com/Copyright. You agree to the Third PartyTerms for any such Third Party Components.</p><p>Note to Service ProviderThe Product may use Third Party Components that have Third PartyTerms that do not allow hosting and may need to be independentlylicensed for such purpose.</p><p>Preventing Toll Fraud"Toll Fraud" is the unauthorized use of your telecommunicationssystem by an unauthorized party (for example, a person who is nota corporate employee, agent, subcontractor, or is not working onyour company's behalf). Be aware that there can be a risk of TollFraud associated with your system and that, if Toll Fraud occurs, itcan result in substantial additional charges for yourtelecommunications services.</p><p>Avaya Toll Fraud InterventionIf you suspect that you are being victimized by Toll Fraud and youneed technical assistance or support, call Technical Service CenterToll Fraud Intervention Hotline at +1-800-643-2353 for the UnitedStates and Canada. For additional support telephone numbers, seethe Avaya Support website: http://support.avaya.com. Suspectedsecurity vulnerabilities with Avaya products should be reported toAvaya by sending mail to: securityalerts@avaya.com.</p><p>TrademarksThe trademarks, logos and service marks ("Marks") displayed in thissite, the Documentation and Product(s) provided by Avaya are theregistered or unregistered Marks of Avaya, its affiliates, or otherthird parties. Users are not permitted to use such Marks withoutprior written consent from Avaya or such third party which may ownthe Mark.Nothing contained in this site, the Documentation and Product(s)should be construed as granting, by implication, estoppel, orotherwise, any license or right in and to the Marks without theexpress written permission of Avaya or the applicable third party.</p><p>Avaya is a registered trademark of Avaya Inc.</p><p>All non-Avaya trademarks are the property of their respectiveowners, and "Linux" is a registered trademark of Linus Torvalds.</p><p>Downloading DocumentationFor the most current versions of Documentation, see the AvayaSupport website: http://support.avaya.com.</p><p>Contact Avaya SupportSee the Avaya Support website: http://support.avaya.com forproduct notices and articles, or to report a problem with your Avayaproduct.For a list of support telephone numbers and contact addresses, goto the Avaya Support website: http://support.avaya.com, scroll tothe bottom of the page, and select Contact Avaya Support.</p></li><li><p>Implementing IP Office Customer Call Reporter Page 415-601133 Issue 07a (Tuesday, December 04, 2012)IP Office 8.1</p><p>ContentsNew in 8.11.</p><p>IP Office Customer Call Reporter2...................................................................... 112.1 Summary..................................................................... 132.2 Database Requirements..................................................................... 142.3 Server Computer..................................................................... 152.4 Licenses..................................................................... 152.5 CCC and Delta Server..................................................................... 152.6 Small Community Network (SCN)..................................................................... 152.7 Distributed Installation</p><p>Installing Customer Call Reporter3...................................................................... 193.1 CCR Server Computer Requirements..................................................................... 203.2 Information Requirements..................................................................... 213.3 Software Requirements..................................................................... 233.4 IP Office Connection..................................................................... 243.5 IIS Setup..................................................................... 263.6 Windows Software Prerequisites..................................................................... 283.7 Windows Software Updates..................................................................... 293.8 Installing MS-SQL..................................................................... 313.9 CCR License Installation..................................................................... 333.10 Agent and Queue Configuration..................................................................... 353.11 SMTP Email Testing..................................................................... 363.12 CCR Software Installation..................................................................... 403.13 CCR Administrator Creation..................................................................... 413.14 Editing the IP Office Switch Selection..................................................................... 423.15 MS-SQL Configuration..................................................................... 433.16 Firewall Settings..................................................................... 433.17 one-X Portal for IP Office Integration..................................................................... 453.18 Installing Report Builder..................................................................... 473.19 Network Printer...</p></li></ul>