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Realtime Online

Installation Guide

Realtime Online - Installation Guide

RTOLv5 Installation Guide (inc Pre Post Installation System Configuration)docx

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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

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Document Version History

Date Change(s) Document Version

Software Version

22092009 Created 10 500



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


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








234 For Cisco Presence Display 60







2345 Create an IP Phone Service 64




235 For Cisco Agent Status 75








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



42 For Broadcast Message Manager 134

421 Realtime Online Cisco Integration Server Settings 134






451 Define a Realtime Online Query to retrieve Agent Status Details 137


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



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



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



Appendix D ndash Quick Start for Avaya 171

Configure the Existing AvayaCMS Historic Data Connection 177

Configure the Existing AvayaCMS Realtime Data Connection 179






RTOLv5 Installation Guide (inc Pre Post Installation System Configuration)docx 7 of 181

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





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



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


One of the following operating systems a fully service packed version of Microsoftreg Windowsreg XP Windows Vistareg and Windowsreg 7 are currently not supported


Prerequisite Client Software


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



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‟



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



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



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


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



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


2) Select User Group from the User Management menu


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



2323 Assign Roles to the User Group

Roles need to be assigned to the bdquoCheckmateGroup‟ created in section 2322 Create a User Group



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




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



3) Use the search functionality to locate the CheckmateTapi application user created in the first step

4) Click the CheckmateTapi application user


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)




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



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



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



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


12) An Installing Cisco Unified Communications Manager TSP dialog is displayed

Allow the installation to complete



13) An InstallShield Wizard Completed dialog is displayed

Click the Finish button to continue



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



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 Verify Password field as bdquoAbridge‟



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



6) Select the Trace tab

Ensure that the On checkbox does not contain a tick



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



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


2) Double-click Add Hardware to launch the Add Hardware Wizard

3) A Welcome to the Add Hardware Wizard dialog is displayed




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



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



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



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




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



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


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



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


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



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


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






- Specify the User ID field as bdquoCheckmateTapi2‟






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


2) Double-click Phone and Modem Options to select phone and modem configuration options






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‟










6) Select the Wave tab

Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked








- 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




23293 Recording Port Configuration

The final step is to create a recording port to enable recording of the audio messages



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‟‟



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


14) Reset the device to complete configuration



23294 Assign the Recording Port to the CheckmateTapi2 Application User

The newly created CTI port needs to be assigned to the CheckmateTapi2 application user



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


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)


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



233 For Cisco Screen Pop

Only complete the following configuration steps if you want to install the Cisco Screen Pop functional component



To enable Cisco Screen Pop to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created













The new application user has to be added to a new user group




























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







- 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)






































































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



234 For Cisco Presence Display

Only complete the following configuration steps if you want to install the Cisco Presence Display functional component



To enable Cisco Presence Display to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created









































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







- Receive Cisco Agent Status updates





2345 Create an IP Phone Service

An IP Phone Service has to be created on the Cisco Unified Communications Manager (formerly Cisco Call Manager)


2) Select Phone Services from the Device Settings sub-menu of the Device menu



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



- 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






































































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



235 For Cisco Agent Status

Only complete the following configuration steps if you want to install the Cisco Agent Status functional component



To enable Cisco Agent Status to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created









































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














































































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



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



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



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



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



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



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



8) Finally the prerequisite analysis and installation tool continues by launching the Realtime Online installer



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



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



11) An Installing RTOL dialog is displayed detailing the progress made with the installation




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



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



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



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



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



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



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



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


















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



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



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














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



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






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





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










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



3) The Checkmate Control Panel refreshes to display details of the applied licence

Your installation of Realtime Online has been licensed



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


Click the Save Request button



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



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



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



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



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



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








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


2) Type the following URL into the address bar httpxxxxxxxxxxxxrtolrtoldesktopexe


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



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



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



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



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



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





4 System Configuration Post Installation



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



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


































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


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



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



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


2) Select the Schedule Data sub-menu from the Data Connections menu


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


















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)



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


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



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



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



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


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



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



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



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‟)



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



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



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



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



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



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



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


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



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




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



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


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)


Now return to your device and restart the Realtime Online desktop client the preconfigured wallboards of pages should now be displayed



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



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)



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


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)




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


10) Once the connection test can be successfully completed click the Apply button to save the changes you have made to the IPCC connection




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










3) Ensure that the Set 1 set is assigned (ie move them to the Sets Assigned To This Device list)


Now return to the device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed





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



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)





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


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



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



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




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








With the device licensed assign the set of pages to the device



3) Ensure that the SCCS Everything set is assigned (ie move them to the Sets Assigned To This Device list)


Now return to your device and restart the Realtime Online desktop client the preconfigured wallboard of pages should now be displayed



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)‟)



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


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‟)



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)‟)



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)‟)



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)‟)



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



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





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






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





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

















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)





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



Table of Contents

1 Introduction 7

2 Prerequisites 9














































































































1 Introduction


















2 Prerequisites























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Click the OK button

















































Online is installed















Online is installed







































































































































To define the query









declare days int

set days = 0

select


name

DN




when 3 then Ready


when 5 then Talking

when 6 then Work


else Other end

sdEventType

sdreasonCode







from

resource r

left join

(

select







from

resource r1

inner join



where


days

group by

r1resourceLoginID

r1resourceName

r1extension


left join


left join

(

select

LoginID

TalkTime

yendDateTime

from

(

select




from




where


GetDate()) lt= days

group by

resourceLoginID

) y

left join


= acd2sessionID


group by

rresourceLoginID

Name

DN

LastEvent

TalkTime

sdeventType

sdreasonCode

endDateTime



























































51 Troubleshooting


























































ndash







































Workstation

























Create Data Lookups







Value Result Value

5234 Sales

5235 Finance






























































CRSSQL part



















































Create a Schedule






















































































































Table of Contents

1 Introduction 7

2 Prerequisites 9














































































































1 Introduction


















2 Prerequisites























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Click the OK button

















































Online is installed















Online is installed







































































































































To define the query









declare days int

set days = 0

select


name

DN




when 3 then Ready


when 5 then Talking

when 6 then Work


else Other end

sdEventType

sdreasonCode







from

resource r

left join

(

select







from

resource r1

inner join



where


days

group by

r1resourceLoginID

r1resourceName

r1extension


left join


left join

(

select

LoginID

TalkTime

yendDateTime

from

(

select




from




where


GetDate()) lt= days

group by

resourceLoginID

) y

left join


= acd2sessionID


group by

rresourceLoginID

Name

DN

LastEvent

TalkTime

sdeventType

sdreasonCode

endDateTime



























































51 Troubleshooting


























































ndash







































Workstation

























Create Data Lookups







Value Result Value

5234 Sales

5235 Finance






























































CRSSQL part



















































Create a Schedule






























































































































































































1 Introduction


















2 Prerequisites























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Click the OK button

















































Online is installed















Online is installed







































































































































To define the query









declare days int

set days = 0

select


name

DN




when 3 then Ready


when 5 then Talking

when 6 then Work


else Other end

sdEventType

sdreasonCode







from

resource r

left join

(

select







from

resource r1

inner join



where


days

group by

r1resourceLoginID

r1resourceName

r1extension


left join


left join

(

select

LoginID

TalkTime

yendDateTime

from

(

select




from




where


GetDate()) lt= days

group by

resourceLoginID

) y

left join


= acd2sessionID


group by

rresourceLoginID

Name

DN

LastEvent

TalkTime

sdeventType

sdreasonCode

endDateTime



























































51 Troubleshooting


























































ndash







































Workstation

























Create Data Lookups







Value Result Value

5234 Sales

5235 Finance






























































CRSSQL part



















































Create a Schedule
























































































































2 Prerequisites























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Click the OK button

















































Online is installed















Online is installed







































































































































To define the query









declare days int

set days = 0

select


name

DN




when 3 then Ready


when 5 then Talking

when 6 then Work


else Other end

sdEventType

sdreasonCode







from

resource r

left join

(

select







from

resource r1

inner join



where


days

group by

r1resourceLoginID

r1resourceName

r1extension


left join


left join

(

select

LoginID

TalkTime

yendDateTime

from

(

select




from




where


GetDate()) lt= days

group by

resourceLoginID

) y

left join


= acd2sessionID


group by

rresourceLoginID

Name

DN

LastEvent

TalkTime

sdeventType

sdreasonCode

endDateTime



























































51 Troubleshooting


























































ndash







































Workstation

























Create Data Lookups







Value Result Value

5234 Sales

5235 Finance






























































CRSSQL part



















































Create a Schedule























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Click the OK button

















































Online is installed















Online is installed







































































































































To define the query









declare days int

set days = 0

select


name

DN




when 3 then Ready


when 5 then Talking

when 6 then Work


else Other end

sdEventType

sdreasonCode







from

resource r

left join

(

select







from

resource r1

inner join



where


days

group by

r1resourceLoginID

r1resourceName

r1extension


left join


left join

(

select

LoginID

TalkTime

yendDateTime

from

(

select




from




where


GetDate()) lt= days

group by

resourceLoginID

) y

left join


= acd2sessionID


group by

rresourceLoginID

Name

DN

LastEvent

TalkTime

sdeventType

sdreasonCode

endDateTime



























































51 Troubleshooting


























































ndash







































Workstation

























Create Data Lookups







Value Result Value

5234 Sales

5235 Finance






























































CRSSQL part



















































Create a Schedule




















































































































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