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Realtime Online - Installation Guide
RTOLv5 Installation Guide (inc Pre Post Installation System Configuration)docx
Disclaimer of Warranty and Liability
No representations or warranties of any kind are expressly or implicitly made by or with respect to anything in this document In no event shall Checkmate be liable for any incidental indirect special or consequential damages out of or relating to any use thereof even if Checkmate has been advised knew or should have known of the possibility of such damages Checkmate shall not be held to any liability with respect to any claim on account of or arising from this document or any use thereof Information in this document is subject to change without notice No part of this document may be reproduced or transmitted in any form without the express written permission of Checkmate
Copyright 2010 Checkmate All rights reserved
All trade names are the service mark trademark or registered trademark of their respective manufacturers
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Document Version History
Date Change(s) Document Version
Software Version
22092009 Created 10 500
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Table of Contents
1 Introduction 7
2 Prerequisites 9
21 Server Hardware amp Software 9
22 Desktop Client Hardware amp Software 10
23 System Configuration Prior to Installation 11
231 For Realtime Online Dashboards 11
2311 If Installing for Cisco Unified Contact Center Enterprise 11
2312 If Installing for Cisco Unified Contact Center Express 12
2313 If Installing for Nortel Contact Center 13
232 For Broadcast Message Manager Text Tannoy 14
2321 Create an Application User 14
2322 Create a User Group 15
2323 Assign Roles to the User Group 16
2324 Assign Devices and or Users to the Checkmate Application User 17
2325 Install Cisco Telephony Service Provider on the Realtime Online Server 18
2326 Configure Cisco Telephony Service Provider on Realtime Online Server 23
2327 Install Cisco Wave Drivers 28
2328 Tannoy and Paging Configuration 34
23281 Create a Checkmate Tannoy Service 34
23282 Adding the Checkmate Tannoy Service to Cisco IP Phones 35
2329 Configuring Pre-recorded Messaging 36
23291 Create an Application User 36
23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server 37
23293 Recording Port Configuration 43
23294 Assign the Recording Port to the CheckmateTapi2 Application User 45
23210 Additional Post Installation System Configuration 45
233 For Cisco Screen Pop 46
2331 Create an Application User 46
2332 Create a User Group 47
2333 Assign Roles to the User Group 48
2334 Assign Devices and or Users to the Checkmate Application User 49
2335 Install Cisco Telephony Service Provider on the Realtime Online Server 50
2336 Configure Cisco Telephony Service Provider on Realtime Online Server 55
2337 Additional Post Installation System Configuration 59
234 For Cisco Presence Display 60
2341 Create an Application User 60
2342 Create a User Group 61
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2343 Assign Roles to the User Group 62
2344 Assign Devices and or Users to the Checkmate Application User 63
2345 Create an IP Phone Service 64
2346 Install Cisco Telephony Service Provider on the Realtime Online Server 65
2347 Configure Cisco Telephony Service Provider on Realtime Online Server 70
2348 Additional Post Installation System Configuration 74
235 For Cisco Agent Status 75
2351 Create an Application User 75
2352 Create a User Group 76
2353 Assign Roles to the User Group 77
2354 Assign Devices and or Users to the Checkmate Application User 78
2355 Install Cisco Telephony Service Provider on the Realtime Online Server 79
2356 Configure Cisco Telephony Service Provider on Realtime Online Server 84
2357 Additional Post Installation System Configuration 88
3 Installing Realtime Online 89
31 New Installations 89
32 Upgrade Installations 106
33 Licensing Realtime Online 118
331 Using the Request Licence Button 118
332 Using the Save Request amp Apply From File Buttons 120
34 Relicensing Realtime Online 123
35 Launching the Realtime Online Checkmate Control Panel 124
36 Installing the Realtime Online Desktop Client 126
4 System Configuration Post Installation 133
41 For Realtime Online Dashboards 133
411 If Installing for Nortel Contact Center 133
42 For Broadcast Message Manager 134
421 Realtime Online Cisco Integration Server Settings 134
43 For Cisco Screen Pop 135
431 Realtime Online Cisco Integration Server Settings 135
44 For Cisco Presence Display 136
441 Realtime Online Cisco Integration Server Settings 136
45 For Cisco Agent Status 137
451 Define a Realtime Online Query to retrieve Agent Status Details 137
452 Realtime Online Cisco Integration Server Settings 140
453 InfoAdmin Configuration 141
5 Troubleshooting amp Support 143
51 Troubleshooting 143
511 What Firewall Ports should be Opened 143
512 Statistics are not updating in Dashboard Pages 143
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513 How do I Configure an Audible Alert for BMM Text Messaging 145
52 Contacting Support 146
Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise 147
ICM Admin Workstation Local Administrator Account 150
Synchronise the Local Administrator Account with the AbridgeDatabase Service 151
Configure the Existing ICM Admin Workstation Data Connection 152
Modify the Queries based on the ICM Administrator Workstation Data Connection 154
Create Data Lookups 156
Add Company Logo to Wallboards 157
Licence the Wallboard Display Device 158
Assign Sets of Pages to the Wallboard Display Device 158
Appendix B ndash Quick Start for Cisco Unified Contact Center Express 159
Configure the Existing IPCC Data Connection 161
Licence the Wallboard Display Device 163
Assign Sets of Pages to the Wallboard Display Device 163
Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium) 165
SCCS Wallboard Agent Summary 165
Configure the Existing SCCS Data Connections 166
Create a Schedule 168
Licence the Wallboard Display Device 170
Assign Sets of Pages to the Wallboard Display Device 170
Appendix D ndash Quick Start for Avaya 171
Configure the Existing AvayaCMS Historic Data Connection 177
Configure the Existing AvayaCMS Realtime Data Connection 179
Licence the Wallboard Display Device 181
Assign Sets of Pages to the Wallboard Display Device 181
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Disclaimer of Warranty and Liability
No representations or warranties of any kind are expressly or implicitly made by or with respect to anything in this document In no event shall Checkmate be liable for any incidental indirect special or consequential damages out of or relating to any use thereof even if Checkmate has been advised knew or should have known of the possibility of such damages Checkmate shall not be held to any liability with respect to any claim on account of or arising from this document or any use thereof Information in this document is subject to change without notice No part of this document may be reproduced or transmitted in any form without the express written permission of Checkmate
Copyright 2010 Checkmate All rights reserved
All trade names are the service mark trademark or registered trademark of their respective manufacturers
Checkmate
Solutions House
Meridian East
Meridian Business Park
Leicester
Leicestershire
LE19 1TP
httpwwwcheckmatecom
contactcheckmatecom
Document Version History
Date Change(s) Document Version
Software Version
22092009 Created 10 500
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Table of Contents
1 Introduction 7
2 Prerequisites 9
21 Server Hardware amp Software 9
22 Desktop Client Hardware amp Software 10
23 System Configuration Prior to Installation 11
231 For Realtime Online Dashboards 11
2311 If Installing for Cisco Unified Contact Center Enterprise 11
2312 If Installing for Cisco Unified Contact Center Express 12
2313 If Installing for Nortel Contact Center 13
232 For Broadcast Message Manager Text Tannoy 14
2321 Create an Application User 14
2322 Create a User Group 15
2323 Assign Roles to the User Group 16
2324 Assign Devices and or Users to the Checkmate Application User 17
2325 Install Cisco Telephony Service Provider on the Realtime Online Server 18
2326 Configure Cisco Telephony Service Provider on Realtime Online Server 23
2327 Install Cisco Wave Drivers 28
2328 Tannoy and Paging Configuration 34
23281 Create a Checkmate Tannoy Service 34
23282 Adding the Checkmate Tannoy Service to Cisco IP Phones 35
2329 Configuring Pre-recorded Messaging 36
23291 Create an Application User 36
23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server 37
23293 Recording Port Configuration 43
23294 Assign the Recording Port to the CheckmateTapi2 Application User 45
23210 Additional Post Installation System Configuration 45
233 For Cisco Screen Pop 46
2331 Create an Application User 46
2332 Create a User Group 47
2333 Assign Roles to the User Group 48
2334 Assign Devices and or Users to the Checkmate Application User 49
2335 Install Cisco Telephony Service Provider on the Realtime Online Server 50
2336 Configure Cisco Telephony Service Provider on Realtime Online Server 55
2337 Additional Post Installation System Configuration 59
234 For Cisco Presence Display 60
2341 Create an Application User 60
2342 Create a User Group 61
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2343 Assign Roles to the User Group 62
2344 Assign Devices and or Users to the Checkmate Application User 63
2345 Create an IP Phone Service 64
2346 Install Cisco Telephony Service Provider on the Realtime Online Server 65
2347 Configure Cisco Telephony Service Provider on Realtime Online Server 70
2348 Additional Post Installation System Configuration 74
235 For Cisco Agent Status 75
2351 Create an Application User 75
2352 Create a User Group 76
2353 Assign Roles to the User Group 77
2354 Assign Devices and or Users to the Checkmate Application User 78
2355 Install Cisco Telephony Service Provider on the Realtime Online Server 79
2356 Configure Cisco Telephony Service Provider on Realtime Online Server 84
2357 Additional Post Installation System Configuration 88
3 Installing Realtime Online 89
31 New Installations 89
32 Upgrade Installations 106
33 Licensing Realtime Online 118
331 Using the Request Licence Button 118
332 Using the Save Request amp Apply From File Buttons 120
34 Relicensing Realtime Online 123
35 Launching the Realtime Online Checkmate Control Panel 124
36 Installing the Realtime Online Desktop Client 126
4 System Configuration Post Installation 133
41 For Realtime Online Dashboards 133
411 If Installing for Nortel Contact Center 133
42 For Broadcast Message Manager 134
421 Realtime Online Cisco Integration Server Settings 134
43 For Cisco Screen Pop 135
431 Realtime Online Cisco Integration Server Settings 135
44 For Cisco Presence Display 136
441 Realtime Online Cisco Integration Server Settings 136
45 For Cisco Agent Status 137
451 Define a Realtime Online Query to retrieve Agent Status Details 137
452 Realtime Online Cisco Integration Server Settings 140
453 InfoAdmin Configuration 141
5 Troubleshooting amp Support 143
51 Troubleshooting 143
511 What Firewall Ports should be Opened 143
512 Statistics are not updating in Dashboard Pages 143
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513 How do I Configure an Audible Alert for BMM Text Messaging 145
52 Contacting Support 146
Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise 147
ICM Admin Workstation Local Administrator Account 150
Synchronise the Local Administrator Account with the AbridgeDatabase Service 151
Configure the Existing ICM Admin Workstation Data Connection 152
Modify the Queries based on the ICM Administrator Workstation Data Connection 154
Create Data Lookups 156
Add Company Logo to Wallboards 157
Licence the Wallboard Display Device 158
Assign Sets of Pages to the Wallboard Display Device 158
Appendix B ndash Quick Start for Cisco Unified Contact Center Express 159
Configure the Existing IPCC Data Connection 161
Licence the Wallboard Display Device 163
Assign Sets of Pages to the Wallboard Display Device 163
Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium) 165
SCCS Wallboard Agent Summary 165
Configure the Existing SCCS Data Connections 166
Create a Schedule 168
Licence the Wallboard Display Device 170
Assign Sets of Pages to the Wallboard Display Device 170
Appendix D ndash Quick Start for Avaya 171
Configure the Existing AvayaCMS Historic Data Connection 177
Configure the Existing AvayaCMS Realtime Data Connection 179
Licence the Wallboard Display Device 181
Assign Sets of Pages to the Wallboard Display Device 181
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Table of Contents
1 Introduction 7
2 Prerequisites 9
21 Server Hardware amp Software 9
22 Desktop Client Hardware amp Software 10
23 System Configuration Prior to Installation 11
231 For Realtime Online Dashboards 11
2311 If Installing for Cisco Unified Contact Center Enterprise 11
2312 If Installing for Cisco Unified Contact Center Express 12
2313 If Installing for Nortel Contact Center 13
232 For Broadcast Message Manager Text Tannoy 14
2321 Create an Application User 14
2322 Create a User Group 15
2323 Assign Roles to the User Group 16
2324 Assign Devices and or Users to the Checkmate Application User 17
2325 Install Cisco Telephony Service Provider on the Realtime Online Server 18
2326 Configure Cisco Telephony Service Provider on Realtime Online Server 23
2327 Install Cisco Wave Drivers 28
2328 Tannoy and Paging Configuration 34
23281 Create a Checkmate Tannoy Service 34
23282 Adding the Checkmate Tannoy Service to Cisco IP Phones 35
2329 Configuring Pre-recorded Messaging 36
23291 Create an Application User 36
23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server 37
23293 Recording Port Configuration 43
23294 Assign the Recording Port to the CheckmateTapi2 Application User 45
23210 Additional Post Installation System Configuration 45
233 For Cisco Screen Pop 46
2331 Create an Application User 46
2332 Create a User Group 47
2333 Assign Roles to the User Group 48
2334 Assign Devices and or Users to the Checkmate Application User 49
2335 Install Cisco Telephony Service Provider on the Realtime Online Server 50
2336 Configure Cisco Telephony Service Provider on Realtime Online Server 55
2337 Additional Post Installation System Configuration 59
234 For Cisco Presence Display 60
2341 Create an Application User 60
2342 Create a User Group 61
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2343 Assign Roles to the User Group 62
2344 Assign Devices and or Users to the Checkmate Application User 63
2345 Create an IP Phone Service 64
2346 Install Cisco Telephony Service Provider on the Realtime Online Server 65
2347 Configure Cisco Telephony Service Provider on Realtime Online Server 70
2348 Additional Post Installation System Configuration 74
235 For Cisco Agent Status 75
2351 Create an Application User 75
2352 Create a User Group 76
2353 Assign Roles to the User Group 77
2354 Assign Devices and or Users to the Checkmate Application User 78
2355 Install Cisco Telephony Service Provider on the Realtime Online Server 79
2356 Configure Cisco Telephony Service Provider on Realtime Online Server 84
2357 Additional Post Installation System Configuration 88
3 Installing Realtime Online 89
31 New Installations 89
32 Upgrade Installations 106
33 Licensing Realtime Online 118
331 Using the Request Licence Button 118
332 Using the Save Request amp Apply From File Buttons 120
34 Relicensing Realtime Online 123
35 Launching the Realtime Online Checkmate Control Panel 124
36 Installing the Realtime Online Desktop Client 126
4 System Configuration Post Installation 133
41 For Realtime Online Dashboards 133
411 If Installing for Nortel Contact Center 133
42 For Broadcast Message Manager 134
421 Realtime Online Cisco Integration Server Settings 134
43 For Cisco Screen Pop 135
431 Realtime Online Cisco Integration Server Settings 135
44 For Cisco Presence Display 136
441 Realtime Online Cisco Integration Server Settings 136
45 For Cisco Agent Status 137
451 Define a Realtime Online Query to retrieve Agent Status Details 137
452 Realtime Online Cisco Integration Server Settings 140
453 InfoAdmin Configuration 141
5 Troubleshooting amp Support 143
51 Troubleshooting 143
511 What Firewall Ports should be Opened 143
512 Statistics are not updating in Dashboard Pages 143
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513 How do I Configure an Audible Alert for BMM Text Messaging 145
52 Contacting Support 146
Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise 147
ICM Admin Workstation Local Administrator Account 150
Synchronise the Local Administrator Account with the AbridgeDatabase Service 151
Configure the Existing ICM Admin Workstation Data Connection 152
Modify the Queries based on the ICM Administrator Workstation Data Connection 154
Create Data Lookups 156
Add Company Logo to Wallboards 157
Licence the Wallboard Display Device 158
Assign Sets of Pages to the Wallboard Display Device 158
Appendix B ndash Quick Start for Cisco Unified Contact Center Express 159
Configure the Existing IPCC Data Connection 161
Licence the Wallboard Display Device 163
Assign Sets of Pages to the Wallboard Display Device 163
Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium) 165
SCCS Wallboard Agent Summary 165
Configure the Existing SCCS Data Connections 166
Create a Schedule 168
Licence the Wallboard Display Device 170
Assign Sets of Pages to the Wallboard Display Device 170
Appendix D ndash Quick Start for Avaya 171
Configure the Existing AvayaCMS Historic Data Connection 177
Configure the Existing AvayaCMS Realtime Data Connection 179
Licence the Wallboard Display Device 181
Assign Sets of Pages to the Wallboard Display Device 181
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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RTOLv5 Installation Guide (inc Pre Post Installation System Configuration)docx
2343 Assign Roles to the User Group 62
2344 Assign Devices and or Users to the Checkmate Application User 63
2345 Create an IP Phone Service 64
2346 Install Cisco Telephony Service Provider on the Realtime Online Server 65
2347 Configure Cisco Telephony Service Provider on Realtime Online Server 70
2348 Additional Post Installation System Configuration 74
235 For Cisco Agent Status 75
2351 Create an Application User 75
2352 Create a User Group 76
2353 Assign Roles to the User Group 77
2354 Assign Devices and or Users to the Checkmate Application User 78
2355 Install Cisco Telephony Service Provider on the Realtime Online Server 79
2356 Configure Cisco Telephony Service Provider on Realtime Online Server 84
2357 Additional Post Installation System Configuration 88
3 Installing Realtime Online 89
31 New Installations 89
32 Upgrade Installations 106
33 Licensing Realtime Online 118
331 Using the Request Licence Button 118
332 Using the Save Request amp Apply From File Buttons 120
34 Relicensing Realtime Online 123
35 Launching the Realtime Online Checkmate Control Panel 124
36 Installing the Realtime Online Desktop Client 126
4 System Configuration Post Installation 133
41 For Realtime Online Dashboards 133
411 If Installing for Nortel Contact Center 133
42 For Broadcast Message Manager 134
421 Realtime Online Cisco Integration Server Settings 134
43 For Cisco Screen Pop 135
431 Realtime Online Cisco Integration Server Settings 135
44 For Cisco Presence Display 136
441 Realtime Online Cisco Integration Server Settings 136
45 For Cisco Agent Status 137
451 Define a Realtime Online Query to retrieve Agent Status Details 137
452 Realtime Online Cisco Integration Server Settings 140
453 InfoAdmin Configuration 141
5 Troubleshooting amp Support 143
51 Troubleshooting 143
511 What Firewall Ports should be Opened 143
512 Statistics are not updating in Dashboard Pages 143
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513 How do I Configure an Audible Alert for BMM Text Messaging 145
52 Contacting Support 146
Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise 147
ICM Admin Workstation Local Administrator Account 150
Synchronise the Local Administrator Account with the AbridgeDatabase Service 151
Configure the Existing ICM Admin Workstation Data Connection 152
Modify the Queries based on the ICM Administrator Workstation Data Connection 154
Create Data Lookups 156
Add Company Logo to Wallboards 157
Licence the Wallboard Display Device 158
Assign Sets of Pages to the Wallboard Display Device 158
Appendix B ndash Quick Start for Cisco Unified Contact Center Express 159
Configure the Existing IPCC Data Connection 161
Licence the Wallboard Display Device 163
Assign Sets of Pages to the Wallboard Display Device 163
Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium) 165
SCCS Wallboard Agent Summary 165
Configure the Existing SCCS Data Connections 166
Create a Schedule 168
Licence the Wallboard Display Device 170
Assign Sets of Pages to the Wallboard Display Device 170
Appendix D ndash Quick Start for Avaya 171
Configure the Existing AvayaCMS Historic Data Connection 177
Configure the Existing AvayaCMS Realtime Data Connection 179
Licence the Wallboard Display Device 181
Assign Sets of Pages to the Wallboard Display Device 181
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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513 How do I Configure an Audible Alert for BMM Text Messaging 145
52 Contacting Support 146
Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise 147
ICM Admin Workstation Local Administrator Account 150
Synchronise the Local Administrator Account with the AbridgeDatabase Service 151
Configure the Existing ICM Admin Workstation Data Connection 152
Modify the Queries based on the ICM Administrator Workstation Data Connection 154
Create Data Lookups 156
Add Company Logo to Wallboards 157
Licence the Wallboard Display Device 158
Assign Sets of Pages to the Wallboard Display Device 158
Appendix B ndash Quick Start for Cisco Unified Contact Center Express 159
Configure the Existing IPCC Data Connection 161
Licence the Wallboard Display Device 163
Assign Sets of Pages to the Wallboard Display Device 163
Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium) 165
SCCS Wallboard Agent Summary 165
Configure the Existing SCCS Data Connections 166
Create a Schedule 168
Licence the Wallboard Display Device 170
Assign Sets of Pages to the Wallboard Display Device 170
Appendix D ndash Quick Start for Avaya 171
Configure the Existing AvayaCMS Historic Data Connection 177
Configure the Existing AvayaCMS Realtime Data Connection 179
Licence the Wallboard Display Device 181
Assign Sets of Pages to the Wallboard Display Device 181
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals teams or the entire enterprise using Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied However directly after installation you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use
The following functional components can be combined within RTOL
Realtime Online Dashboards Display static dynamic business data on Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Text Paging Send text messages to Microsoftreg Internet Explorerreg sessions and or Cisco IP telephone devices
Broadcast Message Manager Tannoy amp Paging Send audio messages to Cisco IP telephone devices
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device All internal callers who dial the device are notified of the status that has been set (ie explaining why the call is not being answered)
Cisco Agent Status Show the Ready Not Ready status of a user on the display of their Cisco IP telephone device
This document has been provided to assist you whilst configuring your systems to work with RTOL and ultimately stepping you through the RTOL installation process
Sections 2 Prerequisites and 4 System Configuration Post Installation of this document detail the hardware software and for certain platforms functional components telephony platform and system configuration that must have been completed prior to starting the installation and after installation is complete
Tip - Please ensure you have read through and completed all pre-requisites that are appropriate for your systems before starting the RTOL installation
Section 3 of this document Installing Realtime Online provides a step by step guide to installing Realtime Online Sections 35 and 36 provide instructions for launching the Realtime Online design environment and how to download the Realtime Online desktop client software
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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2 Prerequisites
21 Server Hardware amp Software
The Realtime Online server needs to be connected to the same network as
the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Enterprise
the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) and Cisco Unified Communications Manager (formerly CallManager) servers if you are installing Realtime Online for Cisco Unified Contact Center Express
the Nortel Contact Center (formerly Nortel Symposium) if you are installing Realtime Online for Nortel Contact Center
the databases that Realtime Online will connect to and retrieve information from if you are installing Realtime Online for your business CRM system
The server environment should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 or Intelreg Xeonreg processor
At least 1 GB of RAM
At least 40 GB hard disk space on the server
One of the following operating systems a fully service packed version of Microsoftreg Windows Serverreg 2003 or Microsoftreg Windowsreg XP Windows Vistareg Windowsreg 7 and Windows Serverreg 2008 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
The Windowsreg Firewall should be disabled
Prerequisite Server Software
Microsoft SQL Server 2005 Express Edition
Microsoft SQL Server 2005 Management Tool
NET Framework 35 with the latest service pack applied
Microsoft Visual C++ 2005 Redistributable Package (x86)
Tip ndash The Realtime Online installer will analyse your server environment and install (and configure) the appropriate prerequisite server software if they have not already been installed You are not required to manually install any of the prerequisite server software
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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22 Desktop Client Hardware amp Software
Your desktop client environments should conform to the following minimum specification
A minimum of an Intelreg Pentiumreg 4 processor
At least 1 GB of RAM
One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported
Microsoftreg Internet Explorerreg 6 SP1 or above
Prerequisite Client Software
NET Framework 35 with the latest service pack applied
Tip ndash As you do not run the Realtime Online installer on desktop client hardware you will need to install the appropriate prerequisite software manually
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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23 System Configuration Prior to Installation
231 For Realtime Online Dashboards
Only complete the following configuration steps if you are installing the Realtime Online Dashboards functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2311 If Installing for Cisco Unified Contact Center Enterprise
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Enterprise platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access to the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) The Cisco Unified Contact Center Enterprise (formerly Cisco IPCC Enterprise) CTI server IP addresses and port numbers are required during the quick start configuration to enable Realtime Online to connect to the historical and real time feeds of the Cisco Unified Contact Center Enterprise server these are typically called - Cisco CTI Server Peripheral Gateway bdquoA‟
- Cisco CTI Server Peripheral Gateway bdquoB‟
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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2312 If Installing for Cisco Unified Contact Center Express
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Cisco Unified Contact Center Express platform
1) The Windowsreg administrator account username and password on the Realtime Online server must match exactly that of a Windowsreg administrator account on the Cisco Unified Contact Center Express (formerly Cisco IPCC Express) server Additionally the Windowsreg administrator accounts must have full administrative rights
2) To enable access the Cisco Unified Communications Manager (formerly CallManager) administration pages from the Realtime Online server you must ensure that the required version of the Java 2 Platform Standard Edition (J2SE) Runtime Environment is installed
3) To ensure that real time data is provided from the Cisco Unified Contact Center Express you will have to enable real time snapshot writing configuration for wallboards This can be achieved by following the steps outlined below
a Log into the Cisco Unified Contact Center Express administration pages
b Select the Tools menu
c Select the Real Time Snapshot Config sub-menu
d Ensure that the Data Writing Enable checkbox is ticked
e Ensure that the Data Writing Interval drop-down list is set to an interval of 5 seconds
f Ensure that the Cisco Unified CCX CSQs Summary checkbox is ticked
g Ensure that the Cisco Unified CCX System Summary checkbox is ticked
h Click the Update button to save the changes
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2313 If Installing for Nortel Contact Center
The following additional prerequisite steps must be completed if you are installing Realtime Online against a Nortel Contact Center platform
1) Install and configure the Sybase ODBC Drivers as provided with the Nortel Contact Center software on the Realtime Online server to allow an ODBC data connection to be made to the Nortel Contact Center SCCS_Historic data source
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232 For Broadcast Message Manager Text Tannoy
If you are intending to use the Broadcast Message Manager functional component of Realtime Online (BMM Text Messaging BMM Tannoy Paging) then there is additional configuration that needs to be completed on the Cisco Unified Communications Manager (formerly CallManager) prior to installing Realtime Online
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2321 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2322 Create a User Group
The new application user created in section 2321 Create an Application User has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2323 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2324 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to send Broadcast Message Manager text and audio need to be assigned to the ‟CheckmateTapi‟ application user created in section 2321 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive tannoy and or paging messages - Receive text messages - Receive pre-recorded audio messages
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devices users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2325 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2326 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2321 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
Tip ndash The second Cisco TSP named Cisco TSP002tsp is configured whilst setting up pre-recorded messages for Broadcast Message Manager See section 23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details
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2327 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server
Tip ndash If you are using Remote Desktop Protocol (RDP) to install the Cisco Wave drivers then ensure that you use the management console as an administrator (ie use the command
mstsc admin) AND leave remote computer sound at the remote computer else the Cisco
Wave drivers do not install correctly
1) Open the Windowsreg Control Panel
2) Double-click Add Hardware to launch the Add Hardware Wizard
3) A Welcome to the Add Hardware Wizard dialog is displayed
Click the Next button to continue
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4) The Add Hardware Wizard scans for new hardware that has been connected to the server recently
Allow the scan to complete
5) An Is the hardware connected dialog is displayed
Select the Yes I have already connected the hardware radio button followed by clicking the Next button to continue
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6) A list of the hardware that is already installed on your computer is displayed
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue
7) A The wizard can help you install other hardware dialog is displayed
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue
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8) A From the list below select the type of hardware you are installing dialog is displayed
Scroll down the list and select the Sound video and game controllers option before clicking the Next button to continue
9) A Select the device driver you want to install for this hardware dialog is displayed
Click the Have Disk button
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10) An Install From Disk dialog is displayed
Use the Browse button to navigate to CProgram FilesCiscoWaveDriversoemsetupinf
When you have found the inf file click the Open button to return to the Install From Disk dialog
Click the OK button to continue
11) The Select the device driver you want to install for this hardware dialog is displayed
for a second time this time displaying the hardware to be installed based on the driver file you selected in the previous step
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected
Click the Next button to continue
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12) A The wizard is ready to install your hardware dialog is displayed
Click the Next button to begin the installation Allow the installation to complete
Tip ndash During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver If this occurs simply click to proceed regardless
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed
Click the Finish button to complete the driver installation
Tip ndash You will have to restart the server for the hardware to work
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2328 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality
23281 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service
1) Log into the Cisco Unified Communications Manager
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu
3) Click the Add New button An IP Phone Services Configuration form is displayed
- Specify the Service Name field as bdquoTannoy‟
- Specify the ASCII Service Name field as bdquoTannoy‟
- The Service Description field is optional but we recommend that you define the description as bdquoCheckmate Tannoy‟ to ease administration later on
- Specify the Service URL field as httpxxxxxxxxxxxx86TannoyTannoyhtmname=DEVICENAME26step=1 where xxxxxxxxxxxx is the IP address or name of the Realtime Online server
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- The Service Vendor and Service Version fields are optional and can be left blank
- Ensure that the Enable checkbox is ticked
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service
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23282 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) A Find and List Phones dialog is displayed Click the Find button without defining any filter criteria to return all roles
4) For each phone returned that you want to be used to broadcast voice messages
a Click the phone to access the Phone Configuration dialog
b Select Subscribe Unsubscribe Services from the Related Links drop-down control positioned in the top right hand corner followed by clicking the Go button
c A Subscribed Cisco IP Phone Services for ltDevicegt dialog is displayed Select the Tannoy service from the Select a Service drop-down list
d Click the Next button
e Click the Subscribe button The service is now added for this phone The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured
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2329 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality
23291 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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23292 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options
3) Click the Advanced tab
Double-click the CiscoTSP002tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the Checkmate application user created in section 23291 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi2‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Wave tab
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked
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7) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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8) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
9) Click the OK button to save and apply all configuration changes to Cisco TSP002tsp
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23293 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages
1) Log into the Cisco Unified Communications Manager
2) Select the Phone sub-menu from the Device menu
3) Click the Add New button
4) Use the Phone Type drop-down list to specify the type as bdquoCTI Port‟
5) Click the Next button
6) A Phone Configuration dialog is displayed
Within Device Information
- Specify the Device Name field as bdquoCheckmateRec001‟
- Specify the Description field as bdquoCheckmate Voice Recorder‟
- Specify the Device Pool field as bdquoDefault‟
- Leave the default value for the remaining mandatory fields
Within Protocol Specific Information
- Ensure that the Device Security Profile field is set to bdquoCisco CTI Port ndash Standard SCCP Non-Secure Profile‟‟
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7) Click the Save button
8) A message dialog is displayed
9) Click OK to dismiss the message dialog
10) Click the Apply Config button to apply the changes
11) Click the Line [1] ndash Add a new DN option within the Association Information area
12) Specify an available directory number in the Directory Number field
13) Click the Save button
14) Reset the device to complete configuration
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23294 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 23291 Create an Application User
4) Select the CheckmateTapi2 application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
23210 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text Tannoy after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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233 For Cisco Screen Pop
Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2331 Create an Application User
To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2332 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2333 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2332 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2334 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Screen Pop on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Screen Pop updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2335 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2336 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2331 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2337 Additional Post Installation System Configuration
There is system configuration required for Cisco Screen Pop after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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234 For Cisco Presence Display
Only complete the following configuration steps if you want to install the Cisco Presence Display functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2341 Create an Application User
To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2342 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2343 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2342 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2344 Assign Devices and or Users to the Checkmate Application User
The devices on which you want to use Presence Display on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2345 Create an IP Phone Service
An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)
1) Log into the Cisco Unified Communications Manager
2) Select Phone Services from the Device Settings sub-menu of the Device menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new IP Phone Service as follows
- Specify the Service Name the Ascii Service Name and the Service Description fields as bdquoRTOL Cisco Presence Display‟
- Specify the Service URL field as httpxxxxxxx85OutOfOfficeIndexxmlname=DEVICENAME where xxxx is the Realtime Online server IP address or domain name
- Specify the Service Category field as bdquoXML Service‟
- Specify the Service Type field as bdquoStandard IP Phone Service‟
- Leave the Service Vendor and Service Version fields empty
- Ensure that the Enable checkbox is ticked If the specified URL is to be used by all Cisco devices then ensure that the Enterprise Subscription checkbox is ticked
5) Finally click the Save button
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2346 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2347 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2341 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Specify the Synchronous Message Timeout field as 15 seconds
- Specify the Requested Heartbeat Interval field as 30 seconds
- Specify the Connect Retry Interval field as 30 seconds
- Specify the Provider Open Completed Timeout field as 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2348 Additional Post Installation System Configuration
There is system configuration required for Cisco Presence Display after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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235 For Cisco Agent Status
Only complete the following configuration steps if you want to install the Cisco Agent Status functional component
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step
2351 Create an Application User
To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Select the Add New button
4) An Application User Configuration dialog is displayed
Specify the new application user as follows
- Specify the User ID field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Confirm Password field as bdquoAbridge‟
5) Click the Save button to save the new application user
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2352 Create a User Group
The new application user has to be added to a new user group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Select the Add New button
4) A User Group Configuration dialog is displayed
Specify the new user group as follows
- Specify the Name field as bdquoCheckmateGroup‟
5) Click the Save button to save the new user group
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add Filter for the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User and then ensure that the corresponding bdquoselected‟ checkbox is ticked before clicking the Add Selected button
8) Finally click the Save button
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2353 Assign Roles to the User Group
Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2352 Create a User Group
1) Log into the Cisco Unified Communications Manager
2) Select User Group from the User Management menu
3) Use the search functionality to locate the CheckmateGroup created in the previous step
4) When the CheckmateGroup is located and listed click the Roles icon in the tabular list to access the role assignment functionality
5) Click the Assign Role to Group button
6) A Find and List Roles dialog is displayed Click the Find button without defining any filter criteria to return all roles
Ensure that the following roles are ticked
- Standard CTI Allow Call Park Monitoring (Cisco CTI) - Standard CTI Allow Calling Number Modification (Cisco CTI) - Standard CTI Allow Control of All Devices (Cisco CTI) - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI) - Standard CTI Enabled (Cisco CTI) - Standard AXL API Access (Cisco Call Manager AXL Database) - Standard SERVICEABILITY (Cisco Call Manager Serviceability) - Standard CCM Admin Users - Standard CCMADMIN Administration (Cisco Call Manager Administration)
7) Click the Add Selected button
8) Finally click the Save button
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2354 Assign Devices and or Users to the Checkmate Application User
The devices and or users to whom which you want to display Cisco Agent Status on the device display need to be assigned to the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
1) Log into the Cisco Unified Communications Manager
2) Select Application User from the User Management menu
3) Use the search functionality to locate the CheckmateTapi application user created in the first step
4) Click the CheckmateTapi application user
5) An Application User Configuration dialog is displayed
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devicesusers that are going to
- Receive Cisco Agent Status updates
It‟s possible that not all devices will be listed and as a result you are not able to find the appropriate devices in this situation use the Find More Phones button to search for additional devices When you have selected the appropriate devicesusers add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead)
6) Finally click the Save button
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2355 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment
1) Log into the Cisco Unified Communications Manager from the Realtime Online server
2) Select Plugins from the Application menu
3) Click the Find button within the search functionality to return all downloadable plugins
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider
5) Click the Download link and save to the desktop of your Realtime Online server environment
6) Once saved double-click the downloaded Cisco TSP file to start the installation
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7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed
Click the Next button to continue
8) A Choose Destination Location dialog is displayed
Either accept the default installation location or optionally change it using the Browse button and click the Next button to continue
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9) A Cisco Unified Communications Manager TSP Setup dialog is displayed
Select the Yes button to continue
10) A Number of TSPs dialog is displayed
Specify that you want to install two (2) TSPs Click the Next button to continue
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11) A TFTP Server IP Address dialog is displayed
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified
If you know the IP address of the TFTP server specify it here If you do not know the IP address leave it blank and specify the language settings in the following section 2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Tip - Where a TFTP server IP address is not specified the language used defaults to English
Click the Next button to continue
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed
Allow the installation to complete
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13) An InstallShield Wizard Completed dialog is displayed
Click the Finish button to continue
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2356 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured
1) Open the Windowsreg Control Panel
2) Double-click Phone and Modem Options to select phone and modem configuration options If this is the first time you have opened Phone and Modem Options then Windowsreg will prompt you to define location information before you can continue
3) Click the Advanced tab
Double-click the CiscoTSP001tsp to access the configuration dialog
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4) A Cisco Unified Communications Manager TSP configuration dialog is displayed Select the User tab
Specify the username and password of the bdquoCheckmateTapi‟ application user created in section 2351 Create an Application User
- Specify the User Name field as bdquoCheckmateTapi‟
- Specify the Password field as bdquoAbridge‟
- Specify the Verify Password field as bdquoAbridge‟
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5) Select the CTI Manager tab
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber
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6) Select the Trace tab
Ensure that the On checkbox does not contain a tick
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7) Select the Advanced tab
- Ensure that the Synchronous Message Timeout is set to 15 seconds
- Ensure that the Requested Heartbeat Interval is set to 30 seconds
- Ensure that the Connect Retry Interval is set to 30 seconds
- Ensure that the Provider Open Completed Timeout is set to 900 seconds
8) Click the OK button to save and apply all configuration changes to Cisco TSP001tsp
2357 Additional Post Installation System Configuration
There is system configuration required for Cisco Agent Status after Realtime Online has been installed Please ensure that after the installation has completed you refer to section 4 System Configuration Post Installation and complete the required configuration
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3 Installing Realtime Online
If you are performing a new installation please follow the steps outlined in section 31 New Installations for upgrade installations please follow the steps outlined in section 32 Upgrade Installations
31 New Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the installation
Follow the steps outlined below to install and license Realtime Online version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Express has been installed
If the installer finds that Microsoft SQL Server 2005 Express has not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Express installer
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Allow the Microsoft SQL Server 2005 Express installer to complete
If the installer finds that Microsoft SQL Server 2005 Express has already been installed in your server environment it will automatically continue with the next prerequisite check
Tip - For improved manageability and security SQL Server 2005 Express provides more control over the SQL Server surface area on your system To minimize the surface area the following default configurations have been applied to your instance of SQL Server 2005 express TCPIP connections are disabled Named Pipes is disabled SQL Browser must be started manually OPENROWSET and OPENDATASOURCE have been disabled CLR integration is disabled OLE automation is disabled xp_cmdshell is disabled
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7) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that Microsoft SQL Server 2005 Management Tools have been installed
If the installer finds that Microsoft SQL Server 2005 Management Tools have not been installed in your server environment the installer will automatically trigger the Microsoft SQL Server 2005 Management Tools installer
Allow the Microsoft SQL Server 2005 Management Tools installer to complete
If the installer finds that Microsoft SQL Server 2005 Management Tools have already been installed in your server environment it will automatically continue with the installation
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8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer
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9) When the installer is satisfied that all prerequisite software is installed a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
Allow the installation to complete
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12) A Realtime Online Service and Database Administration dialog is displayed
You will see this dialog twice during the installation and configuration process For this first instance of the dialog you are required to specify the type of database you want to install with Realtime Online The type chosen impacts on the default components such as out of the box pages and queries which are installed for use within Realtime Online
Tip ndash If you select Default (Empty) no out of the box pages connections or queries are installed for use It is your responsibility to create the appropriate connections queries and pages to display the data that you wish to display in a dashboard
The decision you make hinges on the CTI platform that you want to integrate Realtime Online with
Use the Database Type radio buttons to select the type of Realtime Online database you want to install
- Ensure that the Default (Empty) radio button is selected if you want to integrate with a CRM system or alternative database
- Ensure the IPCC Express (4) UCCX radio button is selected if you want to integrate with the Cisco Unified Contact Center Express platform
- Ensure that the IPCC Enterprise UCC radio button is selected if you want to integrate with the Cisco Unified Contact Center Enterprise platform
- Ensure that the Nortel Symposium radio button is selected if you want to integrate with a Nortel Contact Center (formerly Symposium) platform
- Ensure that the Avaya Contact Center radio button is selected if you want to integrate with the Avaya Contact Center platform
Click the Load button to continue The current database is purged and the appropriate platform specific data will be loaded
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13) The Realtime Online Service and Database Administration dialog is displayed for a second time
For this second instance of the dialog you are required to specify services that you want to set to start automatically The services chosen impact on which of the Realtime Online functionality is usable post installation
Use the Service Options checkboxes to select the services to be automatically started Tick as many or as few as are required
- Ensure that the I want to display dashboard data on wallboards PCs checkbox is selected if you want to use Realtime Online Dashboards on Microsoft Internet Explorer wallboards and or PCs
- Ensure that the I want to display dashboard data on Cisco IP Phones checkbox is selected if you want to use Realtime Online Dashboards on Cisco IP phones
- Ensure that the I want to send audio and visual messages to Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio or text messaging to Cisco IP phones
- Ensure that the I want to Tannoy Page between Cisco IP Phones checkbox is selected if you want to push Broadcast Message Manager tannoy audio to Cisco IP phones
- Ensure that the I want to receive data from Nortel Symposium checkbox is selected if you want to retrieve information from your Nortel Contact Center (formerly Symposium) telephony platform
If your selection includes I want to display dashboard data on Cisco IP Phones I want to send audio and visual messages to Cisco IP Phones or I want to Tannoy Page between Cisco IP Phones then an additional checkbox is displayed enabling you to confirm that you have completed the installation and configuration of the two Cisco TSPs that are required for the selected functionality to work You are prevented from submitting your selection until you confirm installation and configuration of the TSPs
Once you have made your selection click the Finished button to continue The installation is now complete The remaining steps enable you to apply a licence for your instance of Realtime Online
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14) An Application Run ndash Security Warning dialog is displayed as the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
15) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
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16) A background check runs to see whether the server has already been licensed Eventually a Checkmate Licence dialog is displayed
Click the Click here to register URL Leave the dialog open to the side
17) As a result of clicking the URL a registration form is displayed
Complete the form The First Name Surname Telephone Number Email Address Company Name Country and Server Name fields are mandatory The Server Name field is pre-populated with the name of your Realtime Online server
Tip ndash Take care to ensure that you enter a valid e-mail address as this will be where your site code is sent
When you have completed the form click the Submit button to continue
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18) If you have never registered your company the following page is displayed
If you have already registered your company the following page is displayed
Regardless of which page is displayed check the inbox of the e-mail address specified during registration Your registration key is contained within the e-mail
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19) Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
20) A Checkmate RTOL Admin Password dialog is displayed
The default administrator login that is created at installation can be used to access the Checkmate Control Panel for the first time
- Username admin - Password blank (ie no password not the word bdquoblank‟)
The dialog is pre-populated with these login details so simply click the OK button to log into the Checkmate Control Panel
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21) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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32 Upgrade Installations
Tip ndash With the exception of installing the Microsoft Visual C++ 2005 Redistributable Package the NET Framework 35 with the latest service pack Microsoft SQL Server 2005 Express Edition and the Microsoft SQL Server 2005 Management Tool (as these are installed by the Realtime Online installer where necessary) please ensure that you have read through and where necessary actioned the prerequisites detailed in section two before commencing with the upgrade installation
Follow the steps outlined below to upgrade an existing installation of Realtime Online to version 5
1) Double click the Realtime Online v5 setup file provided (RTOL5_Setupexe) to initiate the installation
2) A WinZip Self-Extractor dialog is displayed whilst the appropriate setup files are decompressed in preparation for installation
Allow the files to be decompressed
3) A Command Prompt is displayed The installer is launching the prerequisite analysis and installation tool
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4) The prerequisite analysis and installation tool begins by analysing your server environment to ensure that the Microsoft Visual C++ 2005 Redistributable has been applied
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has not been applied to your server environment the installer will automatically trigger the Microsoft Visual C++ 2005 Redistributable installer
Allow the Microsoft Visual C++ 2005 Redistributable installer to complete
If the installer finds that the Microsoft Visual C++ 2005 Redistributable has already been applied to your server environment it will automatically continue with the next prerequisite check
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5) The prerequisite analysis and installation tool continues by analysing your server environment to ensure that the Microsoft NET Framework 35 has been applied
If the installer finds that the Microsoft NET Framework 35 has not been applied to your server environment the installer will automatically trigger the Microsoft NET Framework 35 installer Allow the Microsoft NET Framework 35 installer to complete
If the installer finds that the Microsoft NET Framework 35 has already been applied to your server environment it will automatically continue with the next prerequisite check
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6) The prerequisite analysis and installation tool analyses your existing installation to detect whether Realtime Online is running If it is running all Realtime Online services must be stopped prior to continuing with the installation
Select the OK button to stop all Realtime Online services and continue with the installation
After services have stopped the prerequisite analysis and installation tool takes backup copies of your existing Realtime Online database and all Realtime Online configuration settings so they can be restored once the upgrade installation has completed
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7) Finally the prerequisite analysis and installation tool confirms that Microsoft SQL Server 2005 Express and Microsoft SQL Server Management Tools are already installed and then continues by launching the Realtime Online installer
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8) When the installer is satisfied that all prerequisite software is installed it then goes on to check for a previous installation of Realtime Online When the previous installation is found the existing Realtime Online database and all Realtime Online configuration settings are backed up Finally you are asked to confirm whether to uninstall the previous version
Click the OK button to uninstall the previous version
9) When the installer is satisfied that all prerequisite software has been installed backups of the existing database and settings have been taken and the previous version has been uninstalled a License Agreement dialog is displayed
Take a few minutes to read through the licence agreement
- If you are not prepared to accept the agreement ensure that the I Do Not Agree radio button is selected If you are not prepared to accept the agreement installation cannot continue Select the Cancel button to exit out of the installation
- If you are prepared to accept the agreement ensure that the I Agree radio button is selected
Select the Next button to continue Tip ndash The Next button only becomes enabled once you have selected the I Agree radio button
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10) A Select Installation Folder dialog is displayed
The installation installs Realtime Online to the folder specified
- Either accept the default installation location or use a combination of the Folder editable field the Browse button and the Disc Cost buttons to specify a suitable folder location on the server to install Realtime Online to
Select the Next button to continue
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11) An Installing RTOL dialog is displayed detailing the progress made with the installation
During installation the backups of your existing database and configuration settings are copied back to ensure that the new version of Realtime Online has access to everything you have created or configured using the old version of Realtime Online Allow the installation to complete
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12) An Installation Complete dialog is displayed
Click the Close button to continue
13) An Application Run ndash Security Warning dialog is displayed as the new version of the Checkmate Control Panel (the Realtime Online administration tool and design environment) attempts to launch for the first time
Click the Run button
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14) A Downloading Checkmate RTOL Admin dialog is displayed whilst the appropriate files are retrieved from the server installation
Allow the download to complete
15) Eventually a Checkmate Licence dialog is displayed
Because a new licensing infrastructure is being used for Realtime Online version 5 you will need to enter a new registration key This will have already been sent to you in an e-mail from Checkmate
Copy and paste the registration key from the e-mail into the editable field within the Checkmate Licence dialog
Click the Apply button to continue
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16) A Checkmate RTOL Admin Password dialog is displayed
Specify your administrator user name and password
- Username ltyour administrator user namegt - Password ltyour administrator passwordgt
Click the OK button to log into the Checkmate Control Panel
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17) The Checkmate Control Panel opens to the System menu System sub-menu and displays the Licence tab
As you can see from the details displayed within the page Realtime Online is not yet licensed
There are two options available to license the software
The first is using the Request Licence button to request and apply a licence using an active Internet connection If you follow this route please refer to section 331 of this document Using the Request Licence Button
The second is used in situations where you do not have immediate access to an active Internet connection use the Save Request button to save a file that can be sent to Checkmate who will return a file to be applied using the Apply From File button If you follow this route please refer to section 332 of this document Using the Save Request amp Apply From File Buttons
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33 Licensing Realtime Online
331 Using the Request Licence Button
If you opt to license Realtime Online using an active Internet connection and the Request Licence button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Request Licence button Realtime Online will communicate with Checkmate retrieve an appropriate 15 day trial licence or your existing licence and apply it automatically
2) A Checkmate Licence dialog is displayed confirming that the licence has been applied
Click the OK button
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3) The Checkmate Control Panel refreshes to display details of the applied licence
Your installation of Realtime Online has been licensed
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332 Using the Save Request amp Apply From File Buttons
If you opt to license Realtime Online by saving a file to send to Checkmate using the Save Request button and then applying the file that is returned from Checkmate using the Apply From File button
1) With the Checkmate Control Panel open and the System menu System sub-menu Licence tab in focus
Click the Save Request button
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2) A Save As dialog is displayed
Save the file currently in focus namely RTOL_LicenceRequesttxt to an appropriate location from which you can retrieve and e-mail the file in a following step
3) A message dialog is displayed
Click the OK button to continue
4) E-mail the resulting saved file RTOL_LicenceRequesttxt to supportcheckmatecom
5) Upon receipt of the file Checkmate support will authorise a licence file and send the licence file back to you Save this licence file to an appropriate location within the Realtime Online server environment
6) Return to the System menu System sub-menu Licence tab within the Checkmate Control Panel and click the Apply From File button
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7) An Open dialog is displayed
Browse to the location of the saved RTOL_LicenceRequesttxt file that Checkmate support returned to you followed by clicking the Open button
8) When Realtime Online has attempted to apply the licence file a message dialog will confirm whether the licence was or was not successfully applied If the licence application was successful then the following message is displayed
If the licence application was unsuccessful then the following message is displayed
In this failure scenario the message will contain details of the error that may help support diagnose the problem in this example the text ldquoThere is an error in XML document (2 2)rdquo Please contact Checkmate support quoting the error message given for further assistance
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34 Relicensing Realtime Online
Regardless of whether you have performed a fresh installation or an upgrade installation of Realtime Online eventually you will have to upgrade the licence if you want to continue using the product To do so you will need to contact a member of the Checkmate support team to discuss your requirements Once your requirements have been captured we can generate a licence that you can apply from within the Realtime Online Checkmate Control Panel as defined within section 33 Licensing Realtime Online
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35 Launching the Realtime Online Checkmate Control Panel
The Checkmate Control Panel is the design environment that allows you to configure your Realtime Online dashboards and your Broadcast Message Manager text tannoy messages (access to functionality depends entirely upon what has been licensed for your organisation)
If you are accessing the Checkmate Control Panel on the server where Realtime Online has been installed
1) Either double-click the Realtime Online Administration shortcut found on the server desktop
Or use the Start menu shortcut created during installation at Start | All Programs | Checkmate | Realtime Online Administration
2) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
3) Finally click the OK button to log into the Checkmate Control Panel
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If you are accessing the Checkmate Control Panel from an alternative machine
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtoladmin
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A Checkmate RTOL Admin Password dialog is displayed asking for you to provide a username and password that can be authenticated as a Realtime Online user
A default user name and password are created as part of the initial installation user name admin password ltblankgt (ie the password is blank you should leave the field in the dialog empty)
Tip - If you require a unique user name and password to be created speak to your Realtime Online administrator
Specify the user name as admin Leave the password blank
4) Finally click the OK button to log into the Checkmate Control Panel
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36 Installing the Realtime Online Desktop Client
The Realtime Online desktop client (RTOLDesktopexe) is the default device through which you can display Realtime Online Dashboard pages The desktop client is essentially a Microsoftreg Internet Explorerreg instance in a Realtime Online wrapper
Tip ndash For upgrade installations the first time after the upgrade that you attempt to run your existing Realtime Online desktop client you will be prompted to download a new version of the Realtime Online desktop client (compatible with Realtime Online version 5) To do so click the link provided to launch a Save as dialog close the existing Realtime Online desktop client and then save the new version to the appropriate location before launching the saved file
To install the Realtime Online desktop client to a PC that is to display Realtime Online Dashboard pages
1) Open an instance of Microsoftreg Internet Explorerreg
2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe
Where xxxxxxxxxxxx is the IP address of the server on which Realtime
Online is installed
3) A File Download ndash Security Warning dialog is displayed
Click the Save button and save the file to the desktop
4) The RTOLDesktopexe file will now be downloaded and placed on the desktop
5) Double click the RTOLDesktopexe desktop icon to launch it (Windowsreg may display an Open File ndash Security Warning dialog because the publisher could not be verified simply click the Run button to continue) If this is the first time that you are running the desktop client a message dialog is displayed
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Click the OK button to access the Desktop client configuration panel
6) Modify the configuration of the Desktop client accordingly using the field descriptions below as guidance
The following controls are provided to configure desktop client
Connection Details A group of properties that define the connection to the Realtime Online server
Server An editable field enabling you to specify the domain name or IP address of the Realtime Online server
User An editable field enabling you to specify the Windows user name of the person the display is to be assigned to if you are licensing by users
Device An editable field enabling you to specify the device name of the device the display is to be assigned to if you are licensing by device
Realtime Data A group of properties that define multicast configuration Checkmate recommends that multicast is used to communicate between server and desktop clients and as a result multicast should be enabled on the network However if multicast cannot be enabled on the network a TCP alternative can be used
IP An editable field enabling you to specify the real time data multicast IP address by default this is 239111 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the IP address of the Realtime Online server
Port An editable scrollbox enabling you to specify the default real time data multicast port number by default this is 20482 Alternatively if the Use TCP Instead Of Multicast checkbox is ticked use this field to specify the TCP port number 8090
Tip ndash If you need to change the default multicast IP address or port number you will have to make the changes first in the System menu System sub-menu Scheduler tab within the Checkmate Control Panel Then mirror the changes made to the IP address and port number there in the desktop client configuration panel before
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selecting the OK amp Shutdown button Next time you launch the desktop client the changes will have been applied
Use TCP instead of multicast An editable checkbox enabling you to specify that a TCP one-to-one connection should be enabled with the Realtime Online server instead of using multicast
If multicast is not available on your network this checkbox should be ticked the IP field will need to be modified to the IP address of the Realtime Online server and the Port field should be altered to 8090
Horizontal Size A group of properties that define how the desktop client should be displayed if you have chosen to not display in full screen mode
Start An editable scrollbox control enabling you to specify the starting width (horizontal size) of the desktop client (measured in pixels)
Min An editable scrollbox control enabling you to specify the minimum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Max An editable scrollbox control enabling you to specify the maximum width (horizontal size) that the desktop client can be resized to (measured in pixels)
Docking A group of properties that define how the desktop client should be docked Docking is used if you have chosen to not display using full screen mode and defines from which edge the desktop client slides into view from
Left A radio button enabling you to specify that the desktop client should be docked at the left hand side of the screen
Top A radio button enabling you to specify that the desktop client should be docked at the top of the screen
Right A radio button enabling you to specify that the desktop client should be docked at the right hand side of the screen
Bottom A radio button enabling you to specify that the desktop client should be docked at the bottom of the screen
Effects A group of properties that define how desktop client will be displayed on screen
Auto Hide An editable checkbox enabling you to specify that the desktop client should be automatically hidden when not in use If this is not ticked then the desktop client will be displayed in the defined portion of the desktop moving any desktop icons so that they remain in view
To see the desktop client when automatically hidden move your mouse pointer to the edge of the screen at which you have selected to dock the wall board the desktop client will slide into view
Ensure that a tick is placed in the checkbox to automatically hide the desktop client
Slide An editable checkbox enabling you to specify that the desktop client should slide smoothly into view If the checkbox is not ticked then the desktop client will just appear when Auto Hide is selected
Ensure that a tick is placed in the checkbox to have the desktop client slide into view from being automatically hidden
Can Exit An editable checkbox enabling you to specify whether a user is able to close the desktop client using the key combination of ltAlt+F4gt If the checkbox is not ticked then users are unable to close the desktop client
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Ensure that a tick is placed in the checkbox to allow users to close the desktop client
Full Screen An editable checkbox enabling you to specify whether the desktop client should be displayed in full screen mode (ie using the entirety of the screen real estate available)
Ensure that a tick is placed in the checkbox to display the desktop client in full screen mode
Tray An editable checkbox enabling you to specify that an icon should be displayed in the system tray which can be used to restart close and access configuration options for the desktop client
Tip ndash To access the restart close and configuration options right-click the system tray icon and select from the context sensitive menu
If configured the system tray icon will also flash when a Realtime Online dashboard statistic threshold has been breached
Ensure that a tick is placed in the checkbox to display the icon in the system tray
Slide Time An editable scrollbox enabling you to specify the length of time measured in milliseconds that it takes for the desktop client to slide into view
Activate Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the mouse pointer has to hover where the desktop client is docked before the desktop client will slide into view
Snooze A group of properties that define desktop client snooze settings
Snooze Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that the threshold monitor will snooze for when a predefined threshold has been breached
Update Delay An editable scrollbox enabling you to specify the length of time measured in milliseconds that will pass after a page content update and a page refresh occurs before the page can refresh again This is to stop a scenario where at certain points of the day for instance agents logging in first thing in the morning page content might update with such frequency that the page refreshes occur too soon after the last one causing a flickering effect and impacting on the visibility of the dashboard
Proxy Settings A group of properties that define how the desktop client works when a proxy server is used within your network environment
Server An editable field enabling you to specify the IP address of the proxy server
Port An editable scrollbox enabling you to specify the port of the proxy server
User An editable field enabling you to specify the user name to be used in combination with the password to authenticate with the proxy server
Pass An editable field enabling you to specify the password to be used in combination with the user name to authenticate with the proxy server
OK amp Shutdown A button used to apply all configuration changes and shut down the desktop client Next time you launch the desktop client your new settings will be applied
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OK A button used to apply all configuration changes that have been made so far Remember that they will not be fully applied until you restart the desktop client
Cancel A button used to cancel any configuration changes that have been made so far
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Quick Start Example ndash Installed on Realtime Online server using TCP
If you are installing the desktop client on the Realtime Online server AND are using TCP instead of multicast as a quick start you can mirror the settings in the screenshot below
Quick Start Example ndash Installed on Realtime Online server using multicast
If you are installing the desktop client on the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
Quick Start Example ndash Installed on alternative machine using TCP
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using TCP instead of multicast use the screenshot above as a basis and change the Connection Details - Server and the Realtime Data - IP fields to be the IP address of the Realtime Online server
Quick Start Example ndash Installed on alternative machine using multicast
If you are installing the desktop client on an alternative machine to the Realtime Online server AND are using multicast instead of TCP use the screenshot above as a basis and change the Connection Details - Server field to be the IP address of the Realtime Online server change the Realtime Data - IP field to be the multicast IP address and the Realtime Data - Port field to the appropriate multicast port number
7) Click the OK amp Shutdown button
8) Double click the RTOLDesktopexe desktop icon The desktop client will launch taking into account your configuration settings
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4 System Configuration Post Installation
41 For Realtime Online Dashboards
411 If Installing for Nortel Contact Center
Only complete the following configuration steps if you have already installed the Realtime Online Dashboards functional component against a Nortel Contact Center (formerly Symposium) platform
1) Add the AbrgSCCS service (Program FilesCheckmateRealtime Onlineabrgsccsexe) as an exception to your firewall to allow communication with the Nortel Contact Center (formerly Symposium) real time database
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42 For Broadcast Message Manager
421 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2321 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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43 For Cisco Screen Pop
431 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2331 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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44 For Cisco Presence Display
441 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2341 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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45 For Cisco Agent Status
451 Define a Realtime Online Query to retrieve Agent Status Details
A query has to be defined within Realtime Online to retrieve agent status details from the Cisco Unified Communications Manager so that the information can be displayed on device displays
Tip ndash To define a query you must have a valid and working data connection defined within Realtime Online Realtime Online installs default data connections that need to be configured to suit your environment before you are able to proceed Please refer to the quick start guide to configure the default data connections
To define the query
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Data Admin sub-menu from the Data Connections menu
3) Click the New button
4) Define the query name as CM Agent Status
5) Select the appropriate connection upon which to base this query
6) Click the Next button to continue
7) Select the SQL tab
8) Paste the following query into the SQL tab
declare days int
set days = 0
select
RTrim( rresourceLoginID) LoginID
name
DN
State = case sdeventType
when 1 then Logged In
when 2 then Not Ready
when 3 then Ready
when 4 then Reserved
when 5 then Talking
when 6 then Work
when 7 then Logged Out
else Other end
sdEventType
sdreasonCode
LastEvent as StateTime
DateDiff( s LastEvent GetDate()) as TimeInState
case when sdeventType = 2 and DateDiff( s enddateTime
LastEvent) lt 2 then 1 else 0 end as MissedCall
case when eventType = 7 then 0 when eventType is
null then 0 else 1 end as Visible
from
resource r
left join
(
select
RTrim( resourceLoginID) as LoginID
RTrim( resourceName) name
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RTrim( extension) as DN
max(eventdatetime) as LastEvent
from
resource r1
inner join
agentstatedetail asd
on r1resourceID = asdagentid
where
DateDiff( d eventdatetime GetDate()) lt=
days
group by
r1resourceLoginID
r1resourceName
r1extension
) y on RTrim(rresourceLoginID) = yLoginID
left join
agentstatedetail sd on yLastEvent = sdeventdatetime
left join
(
select
LoginID
TalkTime
yendDateTime
from
(
select
RTrim(resourceLoginID) LoginID
max( endDateTime) endDateTime
max(sessionID) sessionID
from
resource r left join
dboAgentConnectionDetail acd on
rresourceID = acdresourceID
where
DateDiff( d startDateTime
GetDate()) lt= days
group by
resourceLoginID
) y
left join
dboAgentConnectionDetail acd2 on ysessionID
= acd2sessionID
)z on yloginid = zLoginID
group by
rresourceLoginID
Name
DN
LastEvent
TalkTime
sdeventType
sdreasonCode
endDateTime
9) Click the Apply button
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The query also needs to be scheduled to run regularly to ensure that the agent status displayed on device displays is up to date How often you schedule the query to run is entirely down to your working environment and how long it will take for the scheduled query to run (there is little point scheduling a query to run every 10 seconds if the query takes an hour to complete)
To schedule the query to run
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the Schedule Data sub-menu from the Data Connections menu
3) Click the New button
4) Select the Details tab and define a name for the schedule and the frequency with which you want the query to run
5) Select the Assignment tab and ensure that the CM Agent Status query is assigned to the Sources On This Schedule list of queries
6) Click the Apply button
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452 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager)
1) Launch and log into the Realtime Online Checkmate Control Panel
2) Select the System sub-menu from the System menu
3) Select the Cisco Integration Server tab
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2351 Create an Application User
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager)
4) Click the Apply CCM And Audio Settings button to save details
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453 InfoAdmin Configuration
Finally configuration is required within the Abridge Information Server Administration Tool (a utility that is installed on the Realtime Online server when you install Realtime Online)
1) Browse to and double click the following file on the Realtime Online server Program FilesCheckmateRealtime OnlineCTI_Info_Adminexe
2) Select the General tab
3) Expand the tree view so you can select the AgentStatus node under the IPCCExpress node
4) Configure the parameters available under Agent Status as follows
Parameter Configuration
BodyPrefix Define the text that will be prefixed to the state text (for example Agent State) We advise that you leave this blank as defining text may cause the text to wrap
Debug Whilst setting up Agent Status set this $FFFFFFFF When you are satisfied that Agent Status is working as intended change to $00000000
Enabled Leave as 0 until configuration is complete Once configuration is complete set enabled to 1
ReasonCodes Define the name of the Realtime Online lookup that the system will use to automatically populate the ReasonCodes section
ReasonPrefix Define the text to prefix agent not ready code displayed at top of box We advise that you leave this blank as defining text may cause the text to wrap
RefreshRate How often should Agent Status check agent state queries (measured in seconds)
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5) Expand the tree view so you can select the Agent Status Display node under the IPCCExpress | AgentStatus | Queries node
6) Configure the parameters available under Agent Status Display as follows
Parameter Configuration
DN Define the field name that details the Agent DN
Filter Define a string that is used to filter out agents that do not need access to agent status display
ID Define the field name that details the Agent ID
MissedCall Define the field name that details the missed call flag
Name Define the name of the Realtime Online query (in this instance if you have followed the steps outlined in this section the name will be CM Agent Status)
Reason Define the field name that details the numerical reason code
State Define the field name that details the agent state
Time Define the field name that details the agent state timestamp
7) Expand the tree view so you can select the Reason Codes node under the IPCCExpress | AgentStatus node If you have not defined the name of the Realtime Online lookup for the ReasonCodes parameter as part of step 4 you can define the appropriate reason codes to be used here
8) Close the Abridge Information Server Administration Tool Once all configuration has been completed the phones that are associated to the Checkmate TAPI user will start to display the appropriate status code
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5 Troubleshooting amp Support
51 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues
511 What Firewall Ports should be Opened
A standard Realtime Online installation will make use of the following ports all will need to be opened
Port 1433 to allow Realtime Online database communication Port 2748 to allow TAPI communication Port 80 to allow IE clients and IP phones to communicate with the Realtime Online
server Port 8090 for TCP multicast
512 Statistics are not updating in Dashboard Pages
If the statistics that you have included in your dashboard pages are not updating try the following self troubleshooting to fix the issue
1) Connect to your Realtime Online server environment
2) Open a Windows Explorer and browse to Program FilesCheckmateRTOL
3) Double-click the CTI_Info_Adminexe application to launch the Abridge Information Server Administration Tool diagnostic tool
4) Click the General tab to select it
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5) Expand the Schedule node in the tree view displayed within the General tab (ie click the + to the left of the Schedule node in the tree view)
6) If there is a Mobile2049 sub-node directly beneath the Schedule node right-click on the Mobile2049 node and select Delete from the context sensitive menu There should now only be one sub-node named after your Realtime Online server Click on the sub-node named after your Realtime Online server the right hand panel populates with appropriate properties
7) The RTOLMulticastTcpPort field should be configured to have a value of 8090 If this is not the case double-click the RTOLMulticastTcpPort field to edit it An Edit Value dialog is displayed
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Ensure that the Value field is set to 8090 and then click the OK button
8) Reboot your Realtime Online server to ensure that this setting is applied
Once the Realtime Online server returns check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating double check that the Realtime Online desktop client configuration settings are correct as follows
9) Double click the RTOLDesktopexe desktop icon The desktop client will launch
10) Once the desktop client is running either use the key combination of ltCtrl + Sgt to
access the configuration dialog or right-click the system tray icon and select Settings
11) The Checkmate RTOL IE Desktop Configuration dialog is displayed Modify the configuration of the Desktop client to match the screenshot below
12) Click the OK amp Shutdown button to apply the changes
13) Double click the RTOLDesktopexe desktop icon The desktop client will launch
Check to see whether the statistics displayed within your dashboard pages are updating If they are still not updating please contact Checkmate support for assistance
513 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received This is a system wide setting so is either on or off it cannot be assigned only to certain phones
To configure an audible alert
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically Program FilesCheckmateRTOL)
2) Search for and when found double-click the file named CTI_Info_Adminexe
3) The Abridge Information Server Administration Tool launches
4) Click on the Cisco node of the tree view displayed within the General tab The right hand side of the tool populates to show Cisco configuration details
5) In the right-hand side of the tool locate the ToneOnMsg entry The Value field lists the sound that is currently played when a text message is received by a Cisco IP
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phone If the field is empty (ie blank) no sound is played at all
6) To change the value double-click the ToneOnMsg field An Edit Value Cisco dialog is displayed
Specify the file name and extension of the sound to be played or specify bdquoRing‟ which will result in a single ring occurring prior to a message being delivered
7) Once you have entered the required value click the OK button
Tip ndash All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server To see the list of available sounds browse to xxxxxxxxxxxxtftppath where xxxxxxxxxxxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server
52 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help
The support team can be reached
by telephone using the numbers 0870 220 4033 if calling from the United Kingdom or 1 866 243 1700 if calling from the United States of America
by e-mail using the address supportcheckmatecom
Our normal operating hours are 0830 to 1730 (GMT) Monday to Friday
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Appendix A ndash Quick Start for Cisco Unified Contact Center Enterprise
Using Cisco XML phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation enabling pro-active management using real time alert driven data Realtime Online connects over the LAN to Cisco Unified Contact Center Enterprise in order to operate
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The aim of this appendix is to enable you to get off the ground with configuring and displaying the following two bdquoout of the box‟ wallboards
The first wallboard named Team 1 (shown in the screenshot below) shows a variety of statistics as a summary
ndash
In the top half of the screen there are 3 summary panes total calls queuing calculated by skill (labelled bdquoTotal Calls Queuing‟) longest wait calculated by skill (labelled bdquoLongest Wait (Seconds)‟ and total calls handled calculated by call type (labelled bdquoTotal Calls Handled‟)
In the bottom half of the screen there are calls queuing (labelled bdquoQueuing‟) longest wait (labelled bdquoL Wait‟) agents logged on (labelled bdquoLogged On‟) agents ready (labelled bdquoReady‟) agents talking (labelled bdquoTalking‟) agents in a wrapwork state (labelled bdquoWrap‟) and service level as a percentage (labelled bdquoService Level ‟) All of these are broken down by skill (labelled bdquoSkill‟)
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The second wallboard named Summary Statistics (shown in the screenshot below) focuses on summary statistics for a number of skills and call types but also allows you to display the current time and add a company logo
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
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ICM Admin Workstation Local Administrator Account
Create a local administrator account on the ICM Admin Workstation
1) Connect to the ICM Admin Workstation Database
2) Create a local administrator account on the Admin Workstation that matches the local administrator account on your Realtime Online server (ie same username same password) This allows your Realtime Online server to access and communicate with the ICM Admin Workstation
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Synchronise the Local Administrator Account with the AbridgeDatabase Service
Log onto the AbridgeDatabase service using the administrator credentials that were created in the previous step
1) Log onto the Realtime Online server
2) Open the Services dialog (typically Start | All Programs | Administrative Tools | Services)
3) Scroll down to the list of services until you find AbridgeDatabase
4) Right-click on the AbridgeDatabase service and select Properties from the context sensitive menu An AbridgeDatabase Properties dialog is displayed
5) Select the Log On tab
6) Ensure that the This Account radio button is selected
7) Specify or browse to the aforementioned local administrator account
8) Use the Password field to specify the password
9) Use the Confirm Password field to confirm the password
10) Click the OK button to apply the changes
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Configure the Existing ICM Admin Workstation Data Connection
Configure the default ICM Admin Workstation data connection that is created in Realtime Online so that it represents your ICM Admin Workstation
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the ICM Admin Workstation connection followed by clicking the Edit button (alternatively double-click the ICM Admin Workstation connection) A connection configuration dialog is displayed
4) The User name and Password fields default to being blank (ie empty) Specify the appropriate username and password combination to access the ICM Administrator Workstation Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to Enter IP Address
Replace Enter IP Address with the IP address or name of the ICM Administrator
Workstation
6) Expand (ie click the downward pointing arrow head) the Initial Catalog drop-down list control You are prompted to save the connection details Click the Yes button to continue
7) Select the ICM Administrator Workstation database (ie icm_awdb) in the Initial Catalog editable drop-down list control You will be prompted to save any changes made when you select the drop-down list control
8) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
9) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Modify the Queries based on the ICM Administrator Workstation Data Connection
With the ICM Administrator Workstation connection defined you will need to edit the SQL queries that are used to retrieve the relevant skill and call type data These SQL queries already exist in your Realtime Online database but need to be modified to ensure they retrieve information that is relevant to you
You will need to edit the following SQL queries for the Team 1 wallboard
- Calls Queuing and Agents Logged On (listed by skill) - Service Level Calculation by Skill (listed by skill) - Team 1 ndash Total Calls Handled (summed by call type) - Team 1 ndash Summary Totals (summed by skill)
And the following for the Summary Statistics wallboard
- Percentage Calls Answered (summed by call type) - Summary Statistics ndash Total Calls Handled (summed by call type) - Summary Statistics ndash Total Calls Offered (summed by call type) - Summary Statistics ndash Q and LW Totals (summed by skill) - Overall Service Level (summed by skill) - Time and Date
1) Select the Data Admin sub-menu within the Data Connections menu
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To edit the SQL queries
2) Select the query named Calls Queuing and Agents Logged On from the list followed by clicking the Edit button A query configuration dialog is displayed
3) Select the SQL tab
4) The changes you have to make depend entirely upon the query but for this query you will need to enter the relevant Skill Target IDs into the brackets at the end of the WHERE clause separating each Skill Target ID with a comma ie WHERE T0SkillTargetID in (1234567890123456)
5) Select the Preview tab to ensure the query is returning the desired results
6) If you are happy with the results click the Apply button
7) Repeat for the remaining queries listed on the previous page
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Create Data Lookups
Once you have edited all the SQL queries the next step is to define the queue names that relate to each of the Skill Target IDs This is achieved by defining Data Lookups
1) Select the Data Lookups sub-menu within the Data Connections menu
2) Click the Add button
3) Specify the name of the new lookup as Skill Name followed by clicking the OK button When prompted to save changes click the Yes button
4) In the right-hand side panel click the Add button to add a row Repeat to add as many rows as you have Skill Target IDs
5) Starting with the top row that you have just added under the Value column enter the first Skill Target ID Under the Result Value column specify the verbose queue name for example
Value Result Value
5234 Sales
5235 Finance
6) Repeat until you have populated every row that you have created and have covered all Skill Target IDs included within the query
7) Click the Apply button
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Add Company Logo to Wallboards
The next stage is to add your company logo to your summary wallboard
1) Select the Pages sub-menu within the Realtime Online Dashboards menu
2) Select the page named Company Logo from the list followed by clicking the Edit button A page configuration dialog is displayed
3) Select the IE tab
4) Click the Click here to define the image placeholder in the middle of the page preview
5) A page configuration form is displayed in the right hand panel Click the Upload New Image button
6) Browse to the location of your logo image file and click the Upload button
7) Click the Apply button to save the changes made to the page
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Summary Statistics set and the Team 1 set are both assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed
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Appendix B ndash Quick Start for Cisco Unified Contact Center Express
Using Cisco XML Phone Services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients and idle Cisco IP phones around the organisation Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to Cisco Unified Contact Center Express in order to operate The diagram below provides an overview of the connections between Realtime Online Cisco Unified Contact Center Express and your corporate LAN
The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
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The right hand column of the wallboard actually consists of two pages CSQ Waiting and SL In the top half with the page CSQ Various beneath it
CSQ Waiting and SL shows statistics relating to all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of customers waiting to be answered against this CSQ (labelled bdquoWaiting‟) the length of time that the customer who has been queuing longest has had to wait (labelled bdquoLongest Wait‟) and the percentage of calls that have been answered within xx seconds for the day so far (labelled bdquoSL‟) Thresholds have been defined on bdquoWaiting‟ (if there are 0 customers waiting the bdquoWaiting‟ cell is displayed with a green background if there is 1 or more then displayed with a red background) on bdquoLongest Wait‟ (if the longest wait is greater than 20 seconds then the cell is displayed with a red background) and on bdquoSL‟ (if the service level is greater than 80 then the cell is displayed with a green background if service level is less than or equal to 80 then displayed with a red background)
Tip ndash The xx seconds figure is configured in the Service Level field against the CSDQ in Cisco Unified Contact Center Express
CSQ Various shows all CSQs that are configured within your Cisco Unified Contact Center Express The following columns of information are displayed the CSQ name (labelled bdquoTeam‟) the number of agents that are logged into the CSQ (labelled bdquoLogged In‟) the number of agents that are available to take a CSQ call (labelled bdquoReady‟) the number of agents currently not ready (labelled bdquonot ready‟) the number of calls that have been offered to each CSQ for the day so far (labelled bdquoOffered‟) and the number of CSQ calls that have been answered for the day so far (labelled bdquoHandled‟) Thresholds have been defined on bdquoLogged In‟ (if less than 1 agent is logged in then the cell is displayed with a red background) and on bdquoReady‟ (if there are no agents available the cell is displayed with a red background)
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The left hand column of the wallboard actually consists of three pages Time and Date at the top of the column Total Calls Waiting beneath it and Agent Status at the bottom of the column
Time and Date simply shows the current date and time as taken from the Realtime Online server
Total Calls Waiting shows the total number of calls queuing against all of the CSQs that are configured within your Cisco Unified Contact Center Express
Agent Status shows real time agent status information The following columns of information are displayed
All of the aforementioned bdquoout of the box‟ pages already exist within your Realtime Online database
Configure the Existing IPCC Data Connection
Configure the default IPCC data connection that is created in Realtime Online so that it represents your IPCC
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the IPCC connection followed by clicking the Edit button (alternatively double-click the IPCC connection) A connection configuration dialog is displayed
4) Ensure that the Windows Authentication Mode checkbox is ticked
5) Use the User Name and Password fields to specify the user name and password of the user account that exists on both the RTOL server and the Unified Contact Center express server Remember the user account must use the same password in both instances and that the RTOL server user must be a member of the server administrator group
6) The Select SQL Server editable drop-down control defaults to IPCCExpServerCRSSQL
Replace IPCCExpServer with the IP address or name of the server hosting the
Cisco Unified Contact Center Express system database DO NOT remove the
CRSSQL part
7) Expand the Initial Catalog drop-down list control You are prompted to save the
connection details (ie click the downward pointing arrow head) Click the Yes button to continue
8) Ensure that the Initial Catalog drop-down control remains configured as db_cra
9) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the device upon which you want to display the wallboard must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Realtime Online - Installation Guide
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Appendix C ndash Quick Start for Nortel Contact Center (formerly Symposium)
Realtime Online has been specifically designed to match the needs of contact centres enabling improved pro-active management by providing real time alert driven data
Realtime Online connects over the LAN to your Nortel Contact Center (formerly Symposium) in order to operate
The aim of this appendix is to enable you to get off the ground running with configuring a connection to the Nortel Contact Center (formerly Symposium) real time database and a schedule that opens and maintains communications between the Nortel Contact Center (formerly Symposium) and Realtime Online ensuring up to date real time statistics are displayed in Realtime Online pages
SCCS Wallboard Agent Summary
The wallboard named SCCS Wallboard Agent Summary consists of four individual pages embedded within the wallboard structure and shows a variety of agent summary statistics
The left hand column of the wallboard actually consists of two pages SCCS Hist Graph Agent Calls Today in the top half with the page SCCS RTD Agent Current Status positioned beneath it
The right hand column of the wallboard is also comprised of two pages SCCS Hist Agent Calls Per Hour in the top half with the page SCCS RTD Queue Agent Stats positioned beneath it
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Configure the Existing SCCS Data Connections
Configure the default SCCS data connections that are created in Realtime Online so that they connect to your instance of Nortel Contact Center (formerly Symposium)
1) Open the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Default real time and historic connections already exist Select the SCCS connection followed by clicking the Edit button (alternatively double-click the SCCS connection) A connection configuration dialog is displayed
4) The User name and Password fields contain default information Change this to the appropriate username and password combination to access your Nortel Contact Center (formerly Symposium) real time database Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Enter Symposium Server IP Address editable drop-down control defaults to an example IP address Replace the IP address with the IP address of your Nortel Contact Center (formerly Symposium) real time database
6) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
7) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the SCCS connection
8) Repeat steps 2-7 for the SCCS_Historic connection Tip ndash Keep in mind that the SCCS_Historic connection uses an ODBC connection to the data source The ODBC drivers should already have been installed Configure the ODBC SCCS_Historic connection as appropriate
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Create a Schedule
Once the connection has been successfully created we then need to create a schedule to open the communication channel between the two servers and to ensure up to date statistics are displayed within Realtime Online Default schedules already exist within your Realtime Online database Just ensure that they are configured to your liking
1) Select the Schedule Data sub-menu within the Data Connections menu
2) Select the SCCS_RTD connection The Assignment tab shows the queries that are assigned to this schedule
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The Details tab displays the details of the schedule
3) Check the schedule is configured appropriately If you make changes to the schedule configuration click the Apply button to save them
With the connection defined a number of out of the box dashboard pages already exist within your Realtime Online database that can be assigned to a device and displayed
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Licence the Wallboard Display Device
The pages used within the wallboard are already assigned to a set (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the set of pages needs to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the set of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed
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Appendix D ndash Quick Start for Avaya
Using Avaya CMS phone services Realtime Online pushes information such as customers queuing resource shortages and service level breaches directly to desktop clients around the organisation enabling pro-active management using real time alert driven data
Realtime Online connects over the LAN to your Avaya CMS in order to operate The aim of this document is to enable you to get off the ground with configuring and displaying the bdquoout of the box‟ wallboards that are provided immediately post installation
The first wallboard named Avaya CMS Split Statistics Wallboard (shown in the screenshot below) shows a variety of historical split statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 6 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the bottom third of the screen there are 5 summary panes the split name (labelled bdquoSplit Name‟) the split ID (labelled bdquoSplit ID‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the split that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
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The second wallboard named Avaya CMS VDN Statistics Wallboard (shown in the screenshot below) shows a variety of historical VDN statistics for the last full hour
The top third of the screen is a simple title panel
In the middle third of the screen there are 5 summary panes the VDN ID (labelled bdquoVDN ID‟) the VDN service level measured in seconds (labelled bdquoService Level (sec)‟) the average answer speed measured in seconds (labelled bdquoAvg Answer Speed (sec)‟) the average talk time measured in seconds (labelled bdquoAvg Talk Time (sec)‟) and the number of inbound calls (labelled bdquoNum Inbound Calls‟)
In the bottom third of the screen there are 6 summary panes the VDN ID (labelled bdquoVDN ID‟) the number of calls to the VDN that have been abandoned (labelled bdquoNum Abandoned Calls‟) the number of calls to the VDN that have been abandoned as a percentage (labelled bdquo Abandoned Calls‟) the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟) the number of ACD calls (labelled bdquoNum ACD Calls‟) and the number of ACD calls as a percentage (labelled bdquo ACD Calls‟)
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The third wallboard named Avaya CMS Agent Historic (Last Hour) Wallboard (shown in the screenshot below) shows a variety of historical Agent statistics for the last full hour
In the top third of the screen there are 5 summary panes the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how long the agent has been logged on for measured in seconds (labelled bdquoLogged On Time (sec)‟) how long the agent has spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and how long the agent has spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In the middle third of the screen there are 5 summary panes for inbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the bottom third of the screen there are 5 summary panes for outbound extension calls the agent name (labelled bdquoAgent Name‟) the agent ID (labelled bdquoAgentID‟) how many calls have been offered to the agent (labelled bdquoNum Calls) how long the agent has spent on calls measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time for the agent measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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The fourth wallboard named Avaya CMS Split Statistics Wallboard (Realtime) (shown in the screenshot below) shows a variety of realtime split statistics
The top quarter of the screen is a simple title panel
In second quarter of the screen there are 5 summary panes the split ID (labelled bdquoSplit ID‟) the total number of calls offered to the split (labelled bdquoNum Calls Offered‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the total caller queue time measured in seconds (labelled bdquoTotal Caller Queue Time (sec)‟) and the average caller queue time measured in seconds (labelled bdquoAvg Caller Queue Time (sec)‟)
In the third quarter of the screen there are 6 summary panes the split ID (labelled bdquoSplit ID‟) the number of calls queued to the split (labelled bdquoCalls Queued To Split‟) the split service level measured in seconds (labelled bdquoService Level (sec)‟) the number of calls that have been answered within the service level (labelled bdquoAnswered Within Service Level‟) the number of calls to the split that have been abandoned (labelled bdquoNum Abandoned Calls‟) and the average abandoned call time measured in seconds (labelled bdquoAvg Abandoned Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels the split ID (labelled bdquoSplit ID‟) the number of ACD calls to the split (labelled bdquoNum ACD Calls‟) the ACD ID (labelled bdquoACD ID‟) and the average ACD call time measured in seconds (labelled bdquoAvg ACD Call Time (sec)‟)
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The fifth wallboard named Avaya CMS Agent Statistics Realtime Wallboard (shown in the screenshot below) shows a variety of realtime agent statistics
The top quarter of the screen there are 6 summary panes the agent ID (labelled bdquoAgent ID‟) the current status of the agent (labelled bdquoStatus‟) the length of time that the agent has been in that status measured in seconds (labelled bdquoTime In Status (sec)‟) the length of time that the agent has been logged in for measured in seconds (labelled bdquoLogged On time (sec)‟) the length of time spent talking measured in seconds (labelled bdquoTime Spent Talking (sec)‟) and the length of time spent waiting measured in seconds (labelled bdquoTime Spent Waiting (sec)‟)
In second quarter of the screen there are 4 summary panes for inbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In third quarter of the screen there are 4 summary panes for outbound extension calls the agent ID (labelled bdquoAgent ID‟) the total number of calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
In the fourth quarter of the screen there are 4 summary panels for ACD calls the agent ID (labelled bdquoAgent ID‟) the total number of ACD calls offered to the agent (labelled bdquoNum Calls‟) the total call time measured in seconds (labelled bdquoTotal Call Time (sec)‟) and the average call time measured in seconds (labelled bdquoAvg Call Time (sec)‟)
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Finally two pages have been provided that act as a lookup list for both agents and splits
Avaya CMS Agent Lookup List lists the Agent ID and the Agent Name
Avaya CMS Split Lookup List Lists the Split ID and the Split Name
All of the aforementioned bdquoout of the box‟ wallboards (made up of a number of pages) already exist within your Realtime Online database immediately following installation completion
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Follow the steps outlined below to get these Avaya CMS demonstration wallboards pages up and running
Configure the Existing AvayaCMS Historic Data Connection
Configure the default AvayaCMS Historic data connection that is created in Realtime Online so that it connects using your AvayaCMS Historic ODBC data source
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Historic connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Historic connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Historic ODBC data source Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select ODBC Data Source editable drop-down control defaults to Avaya
Ensure that this corresponds to your ODBC data source connection
6) The Initial Catalog editable drop-down control defaults to CMS
Ensure that this corresponds to your ODBC data source connection
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Configure the Existing AvayaCMS Realtime Data Connection
If you have the AvayaCMS RTSocket Interface to retrieve realtime statistics configure the default AvayaCMS Realtime data connection that is created in Realtime Online so that it connects to your AvayaCMS Realtime data source
Tip ndash If you do not have the AvayaCMS RTSocket Interface the pages that report on realtime statistics will not populate
1) Launch the Checkmate Control Panel on your Realtime Online server (remember the username is admin with no password)
2) Select the Connections sub-menu within the Data Connections menu
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3) Select the AvayaCMS Realtime connection followed by clicking the Edit button (alternatively double-click the AvayaCMS Realtime connection) A connection configuration dialog is displayed
4) Use the User Name and Password fields to specify the appropriate username and password combination to access the AvayaCMS Realtime connection Tip - Use Windows authentication where appropriate by ensuring the Windows Authentication Mode checkbox is ticked
5) The Select SQL Server editable drop-down control defaults to an incorrect IP address (used as a placeholder) Ensure that the IP address corresponds to your SQL server
6) The Initial Catalog editable drop-down control defaults to an incorrect database name (used as a placeholder) Ensure that the database name corresponds to your SQL server database
7) Click the Test Connection button Wait for confirmation of successful completion of the connection test If the connection test fails double check all connection details and try again
8) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the connection
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Licence the Wallboard Display Device
The pages used within the wallboards are already assigned to sets (a set can be thought of as a grouping that can be easily assigned to devices or to users) but the sets of pages need to be assigned to the licensed device upon which you want to display the wallboard
Before you can do that the machine upon which you want to display the wallboards must be licensed
1) Download and configure the Realtime Online desktop client on the machine upon which you want to display the wallboard
2) Restart the Checkmate Control Panel
3) Select the Licensing sub-menu within the Realtime Online Dashboards menu
4) A list of unlicensed and licensed devices is displayed included in which is the device upon which you installed the desktop client Move the appropriate device from the unlicensed list to the licensed list
5) Click the Apply button
Assign Sets of Pages to the Wallboard Display Device
With the device licensed assign the sets of pages to the device
1) Select the Sets to Devices sub-menu within the Realtime Online Dashboards menu
2) Select your device in the panel on the far left hand side (immediately to the right of the menu system)
3) To view all historic realtime AND lookup wallboards pages ensure that the Avaya CMS Agent Historical Statistics Avaya CMS Agent Realtime Statistics Avaya CMS Lookups Avaya CMS Split Historical Statistics Avaya CMS Split Realtime Statistics and Avaya CMS VDN Historical Statistics sets are assigned (ie move them to the Sets Assigned To This Device list)
4) Click the Apply button
Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed