NEC Univerge SV9100

NEC Univerge SV9100

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Version 1.0 Initial release for MyCalls 4.5.0.8 on SV9100.

Table of Contents

Default Chapter2
- Table of Contents2
What Is Mycalls5
Requirements6
- Telephone System6
- Mycalls PC Specification6
Installation Overview7
Installing the Mycalls Server7
- Post Installation License Check10
- Configuration Import12
Opening Mycalls for the First Time16
Mycalls and Virtual Loopback Reporting17
Licensing19
- Reading the License from the SV910020
- Registration21
- Adding Additional Mycalls Licenses24
- Mycalls Call Recorder Licensing24
Installing a Client25
- Network Client26
- Standard Client30
- MSI Installer32
- Outlook Plugin34
Patching Mycalls37
Un-Installing Mycalls37
- Mycalls Server37
- Mycalls Clients39
Upgrading Mycalls40
- Upgrade Licensing40
- Upgrading the Mycalls Software43
Mycalls Desktop and Desktop Lite44
- Macro Scripting45
- Presence45
- SV9100 Mycalls Desktop Programming46
- Configuring Mycalls Desktop47
- Accessing Call Control Features in the Mycalls Application51
- Accessing Call Control Features Using Mycalls Desktop52
Using Call Control Features53
Configuring Screen Pop Interfaces53
Installing the Call Control Service53
- Mycalls Desktop with 3 Rd Party SIP and Analogue Devices57
  - Analogue Extension57
  - NEC IP Dect Device57
Mycalls Desktop with 3 Party SIP and Analogue Devices57
Mycalls Call Centre58
- Mycalls Agent Control58
- SV9100 Programming58
Configuring Mycalls59
- Configuring Pilot Numbers59
- Creating Users / Agents Using Mycalls60
- Creating Users Using the Config Import Tool64
- Creating Real Time Windows67
- Real Time Status - Pilot Numbers67
- Real Time Status - Users69
Mycalls Agent Control70
- SV9100 Programming70
- Configuring Mycalls for Agent Control72
- Set the Agent Control IP Address / TCP Port72
- Agent Control Groups73
- Wrap-Up Timer75
- Completion Codes79
Skill Based Routing Management80
- Skill Sets81
- Assigning a Skill Set to an User82
- Create a Range of User Logins83
- Delete a Range of User Logins83
- Viewing Skill Sets in Real Time83
Using Mycalls Agent Control Features84
- As an Agent84
- As an ACD Supervisor86
- Sample Agent Activity Report87
Mycalls Enterprise93
- Mycalls PC Specification94
- Data Storage94
Mycalls Enterprise Licensing95
SL Licensing96
Mixture of SV9100 / SV8100 / SL Licensing96
Installation Scenarios97
- Scenario 1 - a Central Mycalls PC Colleting from Multiple Pbx's97
- Scenario 2 - Clustered Installation with a Cluster Server and Node Cluster Clients98
- Scenario 3 - Clustered Install with Group Cluster Clients99
- Scenario 4. a Cluster Server with Node Cluster Clients and Group Cluster Clients100
Installation Procedures101
- Scenario 1 - Single Mycalls PC, Multiple Pbx's with SQL Express 2008 R2101
- Scenario 2 - Clustered Installation with a Cluster Server and Node Cluster Clients104
- Scenario 4 - a Cluster Server with Node Cluster Clients and Group Cluster Clients114
- Scenario 5 - Netlink Installation114
- Scenario 6 - Mycalls Call Centre and Enterprise (Non-Netlink)115
- Scenario 7 - Mycalls Call Recorder and Enterprise115
Collector Configuration Application116
- Adding an SV9100116
- Adding an SL1100 / SL1000120
Using Mycalls Enterprise122
- Real Time Windows122
- Reporting - Non Clustering Mode122
- Reporting - Clustering Mode123
- Users123
Using Mycalls with SQL 2008 R2124
- Installing the Mycalls and the Mycalls Database on a SQL 2008 R2 Server124
Installing Mycalls and the Mycalls Database on Separate Pc's127
- Installing the Mycalls Database127
- Testing the Connection to the Mycalls Database130
- Client Installations with Custom Installations131
Backup and Restore132
Document History135