1. Welcome to the… Today’s one hour Solution: Avaya ® What’s new with CCR and One-X Portal in R6.0

2. Presenters Bill Hammond-aka Mr. Technician Technical Services Specialist 15 Years Telecommunications experience 4 years with Jenne Certified on all Avaya SMBS Products

3. Agenda CCR and One-X Portal hardware requirements CCR and the “New” Edition One-X Portal “Enhanced” Surprise addition to the line up (don’t get excited it is no big revelation) Wrap up

4. Before we Begin All information from this presentation can be obtained from: http://marketingtools.av aya.com/knowledgebas e CCR Installation and One-X Portal installation guides Tech Bulletin 115

5. Hardware Requirements - CCR Server Requirements – All 32 bit…unless noted otherwise - Microsoft Windows 2003 SP2 - Microsoft Windows 2003 R2 - Microsoft Small Business Server 2003 SP2 - Microsoft Window Server 2008 (32 and 64 bit) IIS Requirements - IIS V6.0 or higher - Must be installed and running before.NET software installed - Must use the IIS server default web site Port 80 - IIS server uses web.config files from CCR virtual directory problems will occur if another file is installed PC Requirements - Intel Pentium D945 Dual Core Processor or AMD Athlon 64 4000+ - 2 GB RAM (4 GB recommended) - 30GB Hard drive (obviously larger would be beneficial) - DVD or CD drive for software installation

6. Hardware Requirements- One-X Server - Microsoft Windows 2003 Server - Microsoft Windows 2008 Server (32 and 64 bit) - 2GB RAM - 10GB available hard drive space -TCP/IP port 8080 can be changed - Firewall TCP port 50814 given outgoing rule Essential Edition (Voicemail Pro) server guidelines must be met as well

7. Customer Call Reporter: New Edition Browser based PC Wallboard Schedule Enhancements Historical Reporting Installation Changes CCR Licensing Core Software Support

8. CCR – PC Wallboard Jenne Distributors Tell Jim what a great job Bill is doing as Mr. Technician

9. CCR- PC Wallboard 30 wallboards at one time Each instance of wallboard will require a CCR Supervisors license (229442) Wallboard is customizable,add logo’s, company name! In order to use Wallboard “Silverlight” must installed manually on the PC wanting to use Wallboard. http://www.microsoft.com/silverlight http://www.microsoft.com/silverlight For smooth scrolling of Messages on the wallboard a dedicated graphics card is recommended (DirectX 9.0c with DirectDraw with 1GB of video memory minimum) Turn off the PC Screen saver and Monitor power saving modes.

10. CCR- Wallboard First Access Wallboard it will be in design mode, using the regular login http:// /CCRWebClient

11. CCR – Wallboard

12. CCR - Wallboard Drop down menu will give you the options available to customize. –Queues –Queue Statistics –League Table Statistics –Graphs –Extras (including Message bar, custom title and logo)

13. CCR - Wallboard To edit logo for instance click on the “extras” and it will open and then drag and drop “Company Logo” onto the table.

14. CCR - Wallboard Sending Wallboard messages is just as easy as to program. Login as a Supervisor click on the “Scheduler” tab There are 4 schedule types all vary in required information

15. CCR - Wallboard Basic Daily

16. CCR - Wallboard Weekly Monthly

17. CCR – “Scheduler” “Report Schedule” tab named changed to “Scheduler” a little more generic term –Reports: When a report is created and scheduled as Automatic, its details appear in the Scheduled Tasks list. The Scheduler tab is then used to set the reports schedule. –Wallboard messages: Messages to appear on IP Office Customer Call Reporter wallboards can be added from the Scheduler tab.

18. CCR - Scheduler Housekeeping: Various IP Office Customer Call Reporter housekeeping tasks can be scheduled through the Scheduler tab, these are as follows –Reset Real time Statistics: Reset the statistics shown in all supervisor, agent and wallboard views –Reset Web Services: By default this task is already scheduled and occurs at 02:30. –Rebuild Database Indexes: By default this task is already scheduled and occurs at 23:00. Re-indexing the database allows reports to run faster, however during the actual re- indexing the response of IP Office Customer Call Reporter is slowed –Backup Database: The backup database is placed into the default MS-SQL backups folder with a date and time prefix to the file.

19. CCR – Historical Reporting Historical Reporting enhancements IP Office Connection loss – this disconnection will be reflected in the CCR database and any reports will display connectionless in those reports during that time.

20. CCR – Historical Reporting Call Summary Report Template – Total Column now called “Call Interactions” and “Customer Calls” has been added to reflect the total number of unique calls

21. CCR – Historical Reporting Call Details Report Summary change Include totals for “Customer Calls” and “Call Interactions”

22. CCR – Installation Changes IP Office Switch discovery is not part of the installation and requires manual entry of the IP Office switch information. NOTE: This applies to upgrades as well as new installations. Once the upgrade is complete the Administrator will need to log in and enter the IP Office information

23. CCR - Licensing Must have for R6.0 IP Office Preferred and Advanced editions. CCC - CCR Upgrade license (217658) - Changes existing CCC license for CCR: - CCC Server – 1 Supervisor, 5 Agents, 1 Wallboard - CCC Supervisor – Enables the equivalent of existing CCC Supervisor to CCR Supervisor - CCC Agents – Enables the existing CCC agents to CCR Agents

24. CCR - License Customer Service Supervisor (229442) - 30 Max Supervisors - Login for Supervisor and Wallboard - Must have 1 Supervisor for CCR to operate Customer Service Agent License (150 agents Max) - 1 User (217650) - 5 User (217651) - 20 User (217653)

25. CCR – Software Compatibility This version of Customer Call Reporter 1.2 is supported with IP Office Release 5 and Release 6.0 core software Previous Version of Customer Call Reporter 1.1 is not compatible to Release 6.0 Core Software Basically you can go back but not forward.

26. One-X Portal - Changes User Profiles Telecommuter Mode Call Pickup Improved Integration with Preferred Edition Instant Messaging Audio Conferencing Personal Conference Bridge Personal Directory Groups Language Support Concurrent User upgrade Minimum Supported Version

27. One-X Portal – User Profiles Create, edit and delete profiles 3 Standard Profiles Office, Mobile and home (Office is default) Create up to 4!

28. One-X Portal – User Profile Change between Profiles without logging out and back in. “Detected” Profile will be created when the phone settings don’t match a Profile

29. One-X Portal – Telecommuter Mode Uses One-X Portal to create and make calls from a standard remote phone Includes One-X Portal Server

30. One-X Portal – Telecommuter Mode Telecommuter Mode is selected via the “Profile” settings under the “Mobility” section

31. One-X Portal – Telecommuter Mode “Hold the Line” Selected = In this mode, once you make the profile active, the phone system will make a call to the telecommuter number. When you answer you should leave the connection open (off-hook). You should then use the one-X Portal to make, answer and control calls without replacing the handset between calls. Not Selected = In this mode, the phone system only calls the telecommuter number when required, that is when making or receiving a call for you. For example, when you make a call using one-X Portal, the phone system will call the telecommuter number and only when answered will it connect and make a call to the number you dialed in the one-X Portal. You can end the call through either using the one-X Portal or simply replacing the handset.

32. One-X Portal – Call Pickup Active profile can have “Call Pickup” enabled Other One-X Portal Users can see you have a call on your profile and pick it up

33. One-X Portal – Call Pickup The directory displays the users with a red background to designate “Call Pickup” is enabled

34. One-X Portal – Call Pickup Click once to view information including the caller ID! Click on the blue link (telephone number) to pickup the call!

35. One-X Portal – Preferred Edition Currently no Integration with Preferred Edition is available, all changes are made via the IP Office Release 6.0 allows for direct integration via One-X Portal interface for Administration and User level changes to Manage and personalize voicemail boxes.

36. One-X Portal – Preferred Edition Voicemail playback through One-X Portal via Handset or Browser To listen via Browser the Client PC must be able to resolve FQDN to connect and play the voicemail.wav recordings

37. One-X Portal – Preferred Edition The Voicemail Gadget on One-X Portal will indicate the choice made for listening to voicemail messages

38. One-X Portal – Preferred Edition Personalized Greetings can be recorded maintained and changed through One-X Portal Up to 9 personalized greetings that can be named and saved and one can be labeled as default for you “go to” greeting

39. One-X Portal – Preferred Edition Outcalling made simple by using the One-X interface. Once Outcalling is selected enter the telephone number, with the dial out code. Number of retries is still controlled via preferred edition client.

40. One-X Portal – Instant Messaging Able to chose from the directory a user and call…Or Instant message! Open the “Directory Gadget” of One-X Portal and Click once on the user and then click on the “chat with” link!

41. One-X Portal – Instant Message A chat window will open and the user can initiate the chat. Click on the “call” box in the Instant Messaging gadget window and turn the IM into a phone call!

42. One-X Portal – Audio Conferencing Create ad-hoc audio conferences in the One-X Portal allowing: - Viewing of Participates - Add/Drop participates on the fly - Mute/Un-mute of participates by conference initiator - Mute all again only by Initiator - Self muting by individuals on the conference - Record Conferences in Preferred Edition only and announcements will be supported for legal requirements.

43. One-X Portal – Audio Conferencing Mute and Drop control from the Conference Gadget for individual participants.

44. One-X Portal – Audio Conferencing For “Mute All” simply press the “Mute All” button which will then change to “Unmute all” to allow voice from the participants.

45. One-X Portal – Audio Conferencing To drop a participant simply select the participant and drop them, and if they drop themselves the participant will still be displayed but not active.

46. One-X Portal – Personal Directory Create Personal Directory Groups for ease of locating individuals for calling or Instant Messaging Right click on the arrow on the “Personal” tab in the Directory Gadget and then click add. Once you have more than one Group you can click on any of the tabs with arrows to create a new tab Tabs can be renamed or deleted as desired.

47. One-X Portal - Languages More languages are now supported in One-X Portal such as –English –Spanish –German –French –Italian –Dutch –Portuguese –Russian

48. One-X Portal – Sessions & Versions Improved the concurrent One-X Portal sessions from 100 to a whopping 500 concurrent One-X Portal sessions at one time! one-X Portal 5.0 GA version (5.0.25) will not work with release 6.0. The minimum installed version of one-X Portal must be either the 4Q09 GA build (5.0.30) or the current Release 6.0 version

49. The BIG SURPRISE!!!

50. Operating Software and Server Info Virtual Server is now supported!!! IP Office server applications have been tested with: - VMware Server (free version), - Microsoft Virtual Server 2005 R2 - Microsoft Windows Server Hyper-V Customers can run there own apps together with Avaya IP Office servers.

51. Operating Software & Server Info

52. Browser levels required for AVAYA applications.

53. Wrap Up –CCR is now capable of wallboard –Changes to CCR in historical, Scheduler and Housekeeping –One-X Portal is more user friendly with numerous additions for the user level –6.0 allows for 500 concurrent One-X users –9 personal greeting all control via the One-X portal –What you can and cannot use on what operating systems, servers and browser

54. In summary we discussed… Hardware requirements for CCR and One-Portal CCR and the New Edition changes and benefits One-X Portal Enhancements with more features and user level administration Just a nice little chart for the server and operating systems supported Have a Nice Day!

55. Email topic suggestions to ebutler@jenne.com for future Email topic suggestions to ebutler@jenne.com for future Mr. Technician webinars and, if selected you’ll receive Jenne’s Promo Package. Topic suggestions?

56. Thank You! Jenne appreciates you taking the time to participate in today's Mr. Technician webinar