CallAttendant Office ReadMe Release 3.2 ----------------------------------------- Contents -------- 1. Introduction 2. Brief Product Description 3. Contacting Objectworld Communications Corp. 4. Minimum System Requirements 5. New Features and Enhancements 6. Prior to Installation 7. Installation 8. CallAttendant Office Setup 9. CallAttendant Office Database Backup 10. Known Problems 1. Introduction --------------- This document contains installation instructions, last minute notes about the product, and contact information for Objectworld Communications Corp. 2. Brief Product Description ---------------------------- CallAttendant Office(TM) is the Intelligent Unified Communications solution from Objectworld Communications. The solution integrates with MS Exchange, Lotus Notes and IMAP4 compliant e-mail systems to deliver the full functionality of voicemail and unified messaging while differentiating itself with a sophisticated, object-oriented auto-attendant empowering users at each extension to manage their daily call flow requirements with easy-to-use desktop tools - eliminating the need for assistance from a telephony expert. The CallAttendant Office interface features a simple graphical user interface with drag and drop capabilities and visual prompts allowing non-technical users to configure, customize, and change their call flow based on such queues as time of day, Caller ID, contact, or contact groups. At the system level, administrators use the same intuitive GUI to configure trunk line call flow, manage ports, and to add/ delete users on the system - making it an easy-to-maintain communications solution with low cost of ownership. 3. Contacting Objectworld Communications Corp. ---------------------------------------------- Please visit our web site or that of our resellers for up-to-date information about products, support, phone numbers, and e-mail addresses. On the web : http://www.objectworld.com/ By E-mail: For technical support: : caosupport@objectworld.com For sales and purchasing information: : sales@objectworld.com 4. Minimum System Requirements ------------------------------ CallAttendant Office Client: ============================ Operating System : Windows 98, Windows ME, Windows 2000 and Windows XP Applications : Microsoft Outlook 2003, 2002 or Outlook 2000 System Requirements : Processor >Pentium III 600 or higher : RAM >256 MB (Depends on operating system requirements) : Disk Space >500 MB CallAttendant Office Server: ============================ Operating System(s) : Windows XP/2000 Professional : Windows 2000/2003 Server Outlook : Microsoft Outlook 2003 : Microsoft Outlook 2002/XP with Service Pack1 and Service Pack2 (Mandatory) : Microsoft Outlook 2000 with Service Pack1 System Requirements : Processor >Pentium III 850 or higher : RAM >512 MB (Depends on operating system requirements) : Disk Space >2500 MB IBM Lotus Notes (Optional) =============== - Lotus Notes Release 6.0 or higher Microsoft Exchange Server (Optional) ========================= Exchange Server must be either: - Microsoft Exchange 2003 - Microsoft Exchange 2000 - Microsoft Exchange 5.5 SP3 or higher PBX Integration =============== 1) Avaya Definity/Multivantage software Release 6.3 or higher - Intel Dialogic D/82JCT-U hardware (to support CLID) - D/120JCT-LS, D/41JCT-LS for analog integration using Mode Code 2) Avaya IP Office Release 2.0 and greater - Intel Dialogic D/120JCT-LS, D/41JCT-LS, VFX/PCI and D4PCIUF for analog integration for voice and fax connectivity - Requires CTI Link Pro (3rd Party TAPI) right to use. 3) Avaya Merlin Magix Release 2.0 or higher - Release 2.01 Merlin Magix PBX Software or higher using Mode Code - Intel Dialogic D/120JCT-LS, D/41JCT-LS, VFX/PCI and D4PCIUF for analog integration for voice and fax connectivity External Caller ID requirements - Merlin Magix CTI link - Eicon Diva 2.0.2 PCI ISDN and Diva software - CenterVu release 9.1 or greater - MMDP Release 2.1 or greater - MLX port required for CTI link hardware 4) Avaya Merlin Legend Release 3.1 and greater - Intel Dialogic D/120JCT-LS, D/41JCT-LS, VFX/PCI and D4PCIUF using Mode Code interface - No Calling Line ID capability 5) Avaya Partner Release 3.0 and above - Intel Dialogic D/120JCT-LS, D/41JCT-LS, VFX/PCI and D4PCIUF using Mode Code interface - No Calling Line ID capability 6) Nortel Norstar MICS/CICS 4.1 and greater - Intel Dialogic D/82JCT-U hardware 7) Mitel SX-200 L/ML/EL/D family of PBXs - Dialogic D/120JCT-LS, D/41JCT-LS, VFX/PCI and D4PCIUF using inband DTMF 5- New Features and Enhancements -------------------------------- Release 3.2 ----------- Feature release CAO 3.2 software summary: 1- IVR Integration 2- Simplified Service Elements 3- Fax Transmission Reports 4- TUI - Playback Speed 5- Administrative Alerts 6- Personal Operator 7- Personal DID fax Detailed Description -------------------- 1- CallAttendant Office’s multimedia IVR satisfies the needs of both individuals who desire simple access to information to create their personal self-service portals as well as security conscious network administrators who value the security and integrity of the databases deployed throughout your organization. CallAttendant Office supports two styles of database integration: Personal tables and ODBC compliant databases: a) With personal tables you can manage your own information and use them in your personal automated-attendant (PAA) service – all without knowing database technologies. b) ODBC Database integration allows you to leverage the information from your company databases, CRM applications, and any ODBC compliant database to provide your customers with self service applications. Benefits can be realized by allowing CallAttendant Office system administrators to create company wide auto-attendant services and individual Personal Auto-attendant users who want to offer caller self service applications from own mailbox. 2- The already simple to use service elements have been made even simpler. Any element that requires selection of data now has a common look and feel which makes it more consistent and easy to use. The new data selector only selects information that is required for that element. 3- CallAttendant Office now offers comprehensive fax transmission reports suitable for brokerage and financial firms. Fax confirmation and fax failure reports now include the fax confirmation summary information as well as a scaled down image of the first page of the fax. The fax confirmation page can be either be saved for future use or printed directly to a printer. 4- CallAttendant Office now includes support for speeding up and slowing voice messages when reviewing messages over the telephone. The ability to alter the speed of voice message playback allows you to listen to voice messages in less time or allow you to slow down the message in order to listen to information that was spoken too quickly. 5- The CallAttendant Office administrator will get notified of an item requiring attention on the CallAttendant Office server. The administrative alerts will both be shown in the CallAttendant Office administrator application as soon as they log in or e-mailed to designated e-mail addresses. In addition, port auditing capability has been added which continually monitors each CallAttendant Office port. This allows early detection of hardware failures or incorrect wiring and ensures that service technicians can diagnose system faults as soon as they occur. 6- The CallAttendant Office administrator can now define personal operators for each user. Defining personal operators ensure that callers who require urgent assistance get directed to a number that can immediately provide assistance when the caller presses ‘0’. 7- The CallAttendant Office administrator can add a DID fax extension for users who wish to receive personal DID faxes to their mailbox Enhancements and general improvements in CAO 3.2: 1- Handset detection enhancements 2- Voiceform persistence enhancements 3- Error log detail improvements 4- New Help menus and documentation Previously released in 3.1 -------------------------- Previous feature release CAO 3.1 software summary: 1- Assisted transfer 2- Forward e-mail message 3- Transfer from voicemail and Contact Search 4- Enhanced Greeting Support -Out of Office greeting -Multiple greetings -Enhanced TUI support 5- Create Log Entry Element 6- Send E-mail Element 7- Service Editor (enhanced insert elements) 8- Import/Export User Logs 9- Message waiting light options Detailed Description -------------------- 1- The new Assisted Transfer feature gives call transfer recipients control over whether to accept or deny a call. Optional call prompting is also now supported. 2- You can now use CallAttendant Office to forward any type of message - voice, fax, or e-mail to another CallAttendant Office user, as well as any external e-mail address in your personal contacts list. 3- A new mailbox menu option allows users who are managing their messages over the telephone to transfer to, or hear information about, a personal contact. 4- Users can now record an “Out of office” greeting, configure multiple greetings, and enjoy an enhanced ability to record greetings over the telephone. 5- User log enhancements which details the call transaction have been improved for the Administrator and client UI. 6- The new Send E-mail Element notifies the user by e-mail every time a caller passes through this element in a call flow. Choosing a custom notification allows users to specify the type of information that they want to receive about the caller, such as the caller’s name or number, or the port or trunk name. 7- The new Create Log Entry Element creates user logs. Logs can provide important information about system behavior, such as a caller’s name or number, or the port or trunk name. 8- Users can now export user and administrator logs to an external file. Open the exported file in other applications, such as Microsoft Excel, Microsoft Access, or Crystal Reports. 9- System administrators now have message waiting light options that allow them to configure behavior either based on e-mail messages, or based on traditional voicemail Enhancements and general improvements in CAO 3.1: 1- Column sorting enhancements 2- Skip to End of message menu enhancements 3- General log detail improvements 4- New Help menus and documentation 6. Prior to Installation ------------------------ a) Ensure that the minimum recommended Dialogic software is installed. Dialogic SR 6.0 Service Update (22) is latest minimum supported Dialogic software revisions for support in CAO 3.2. The software either is accompanied with the installation CD but is also available from the Intel/Dialogic web site at the following URL: http://resource.intel.com/telecom/support/releases/index.html. b) For Definity Digital integration 8438D, 7434ND, and 7434D The CAO software installation provides a DefinityPbxDefinition.cfg file located in the c:\Program Files\ObjectWorld\CallAttendant Office Server\Data\System dir. By default the configuration is set to support 7434 handset emulation. If the 8434D handset emulation is required, changes to this configuration file will be required as indicated in the file itself. Changes or modification to this configuration file will not take place until the CAO Server service has been restarted from the service control panel. 7. Installation --------------- a) To install new or upgrade Dialogic System Software SR6.0 SU39 New installation (no previous version of Intel dialogic is installed) ===================================================================== Install SR6.0-SU39 If downloading from Objectworld website, ensure that you unzip the contents to a temporary directory. Run SETUP.EXE When prompted to select features, select "Core Runtime Package"; click next When advised that the installation will install 3rd party software, select yes The installation will detect and remove any old dialogic software The 1st stage of the installation will require a reboot Select Yes to restart the system After reboot Verify through Hardware device manager that all of the Intel Dialogic cards reside in the "Dialogic Springware Devices section". If any of your cards appear to be improperly configured (i.e. Caution symbol or otherwise) then you will have to update the driver To update the driver: - Open the Dialogic card from Device Manager - Select Driver tab and select "Update Driver" - Choose the "Search for suitable driver for my device (recommended)" and click next - The driver update will locate the Intel Dialogic Card, click next --> Repeat for if any dialogic cards appear improperly installed. Run Dialogic Configuration Manager (Start > Programs > Intel Dialogic System Release > Configuration Manager - DCM DCM will detect any dialogic hardware for your system Ensure that the board settings match your PBX type For digital set emulation, open each card and ensure the MISC tab > PBXSwitch parameter is configured according to your integration Set the Intel Dialogic service automatically select Settings> System Device Autostart to "Start System". It is normal to encounter the error message "Failed to set the Device Autostart setting. Requested data not found in NCM data storage." Proceed with CAO installation instructions Upgrade installation (previous version of Intel dialogic SR 5.1.1 is installed) =============================================================================== On the Service control panel, stop CallAttendant Office service On the Service control panel Stop the Dialogic service Control Panel > Add/Remove programs > Dialogic 5.1.1 Software Reboot system as indicated Install SR6.0-SU39 If downloading from Objectworld website, ensure that you unzip the contents to a temporary directory From this temporary directory run SETUP.EXE When prompted to select features, select "Core Runtime Package"; click next When advised that the installation will install 3rd party software, select yes The installation will detect and remove any old software The 1st stage of the installation will require a reboot Select Yes to restart the system After reboot Verify through Hardware device manager that all of the Intel Dialogic cards reside in the "Dialogic Springware Devices section". If any of your cards appear to be improperly configured (i.e. Caution symbol or otherwise) then you will have to update the driver To update the driver: - Open the Dialogic card from Device Manager - Select Driver tab and select "Update Driver" - Choose the "Search for suitable driver for my device (recommended)" and click next - The driver update will locate the Intel Dialogic Card, click next --> repeat for if any dialogic cards appear improperly installed. Run Dialogic Configuration Manager (Start > Programs > Intel Dialogic System Release > Configuration Manager - DCM DCM will detect any dialogic hardware for your system Ensure that the board settings match your PBX type For digital set emulation, open each card and ensure the MISC tab > PBXSwitch parameter is configured according to your integration Set the Intel Dialogic service automatically select Settings> System Device Autostart to "Start System". It is normal to encounter the error message "Failed to set the Device Autostart setting. Requested data not found in NCM data storage." Proceed with CAO installation instructions b) To upgrade CallAttendant Office: 1) Stop the CallAttendant Office NT Service - In the Control Panel > Services, select CallAttendant Office service - Stop the service (Note: CallAttendant Office will not answer calls when the Service is stopped) 2) Select Autorun.exe to start the installation 3) Select "Install CallAttendant Server" 4) Follow the instructions provided 5) When the installation has finished, Restart the CallAttendant Office Server from the Control Panel > Services and set the service to start automatically 8. CallAttendant Office Setup ----------------------------- To install the software, insert the CallAttendant Office software into the CD tray. If autorun is configured, the Setup window will appear and the installer can select which components to install. 9. CallAttendant Office Database Backup ---------------------------------------- CallAttendant Office stores user configuration data on the CallAttendant Office server. These include: - Users (Greetings, services, announcements) - Port configuration - Trunk configuration - System integration data To ensure data integrity in the event of system failure it is advised that you backup the CallAttendant Office database, copy the \program files\objectworld\CallAttendant Office Server\Data directory. If you are using enterprise backup software, ensure that you include the CallAttendant Office server and above path as part of your corporate backup procedure. 10. Known Issues and Problems ----------------------------- a) Calling Line ID may not be presented to CallAttendant Office if the Norstar KSU power is recycled while the CallAttendant Office server is still powered. This is a limitation of the Dialogic firmware for the D/82JCT-U. - To work-around this problem, stop and restart the dialogic service in the services control panel. - This problem only occurs on the D/82JCT-U PBX Integration card. b) On the Nortel Norstar, if busy call forwarding is configured for a user and the user has at least 2 intercom keys programmed for their telephone phantom voice messages will be left for the caller. - This is part of the Norstar behaviour, where in the case of busy call forwarding the call is presented to both the user's telephone and to CallAttendant Office at the same time. If the user answers the call, the call is still answered by CallAttendant Office. - The work-around for this problem is not to use busy call forwarding on the Nortel Norstar. c) Incoming faxes do not get recognized in a user's greeting. - Ensure that the greeting or announcement is at least 12 seconds in length. The CNG tone (Fax tone) detection algorithm on dialogic is unreliable and as such CallAttendant Office ensures that two CNG tones in succession are received before acknowledging the incoming fax. This restriction does not apply to the "Receive Fax" element. d) System configured for DCS networking (Avaya specific PBX) require changes in the callinfooverrides.cfg file located in ..\Program Files\Objectworld\System folder (see file note for configuration details) e) Merlin Magix integration may experience an issue whereby the system answers calls but no audio feedback is presented to the user. The PBX switch will require a system recycling. f) CallAttendant mailbox access encounters excessive delay on Exchange Server integrations. Verify your Exchange server for connectivity and operation g) Installation or upgrades of Dialogic software SR6.0 SU22 can switch card positions (multiple Dialogic cards) in device manager. Ensure extension matches you wiring configuration by calling the ports directly. h) Sending or forwarding to large Distribution Lists may cause the user to experience delay in the audio feedback over the handset until all messages have been delivered to the members of the list. i) Rates of calls and messages left to the CAO server when excessive and sustained cause delay in performing the number of requests to set the Message Waiting Light for the extensions called. j) Dialogic samples applications once provided by SR 5.1.1 are now not included in the latest SR6.0 SU39 software revision. CallAttendant Office Copyright (c) 1997-2005, Objectworld Communications Corp... All rights reserved. All other products or services mentioned herein are covered by the trademarks, service marks, or product names as designated by the companies who market those products.