HiPath ProCenter Installation Guide - Siemens HiPath Knowledge ...

Installation Guide 

HiPath ProCenter 

Version 5.1 SMR C 

August 2004 

A31003-S2251-S100-4-7620

Warning 

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we do 

not know of any telecommunications system that is immune to this type of criminal activity. Siemens AG will 

not accept liability for any damages, including long distance charges, which result from unauthorized use. 

Although Siemens has designed security features into its products, it is your sole responsibility to use the 

security features and to establish security practices within your company, including training, security 

awareness, and call auditing. 

Siemens sales and service personnel, as well as Siemens business partners, are available to work with you 

to help you guard against this unauthorized use of your telecommunications system. 

August 2004 

Job No. 5231 

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by 

any means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission of 

Siemens. The software described in this publication is furnished under a license agreement and may be used 

only in accordance with the terms of that agreement. 

Request Siemens publications from your Siemens representative or the Siemens branch serving you. 

CallBridge, PhoneMail, RésuméRouting and ProCenter are registered trademarks, and Prompt Response is 

a trademark of Siemens Information and Communication Networks, Inc. 

Hicom and Siemens are registered trademarks, and HiPath is a trademark of Siemens AG. 

All other trademarks and company names are the property of their respective owners. 

Copyright © Siemens AG 1999–2004. All rights reserved.

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Nur für den internen Gebrauch History of Changes 

History of Changes 0 

Revision Number Date Summary 

A31003-S2251-S100-4-7620 August 2004 Updated for Version 5.1 SMR C. 

G281-0806-02 October 2003 Updated for Version 5.1 SMR B. 

G281-0806-01 March 2003 Updated for Version 5.1 SMR A. 

G281-0806-00 December 2002 Original publication. 

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Nur für den internen Gebrauch Contents 

Contents 0 

1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.1 Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.2 How To Use This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 

1.3 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 

1.4 Formatting Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 

1.5 Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4 

2 Upgrading HiPath ProCenter on a Server Machine . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 

2.1 Preparing to Migrate MX Email Data to a HiPath ProCenter Server . . . . . . . . . . . . . . 2-1 

2.1.1 Configuring MX Email Accounts to Forward New Messages . . . . . . . . . . . . . . . . 2-2 

2.1.2 Stopping the MX Email Integration Server and Watchdog Service. . . . . . . . . . . . 2-4 

2.1.3 Manually Recording MX Email Routing Table Entries. . . . . . . . . . . . . . . . . . . . . . 2-5 

2.2 Preparing to Upgrade HiPath ProCenter Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 

2.2.1 Removing Replication From Your Existing Server Machine . . . . . . . . . . . . . . . . . 2-6 

2.2.2 Backing Up Your Existing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 

2.2.3 Backing Up Your Call Director Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 

2.2.4 Backing Up Your Existing Database to Tape . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9 

2.2.5 Validating Informix Database Space Requirements . . . . . . . . . . . . . . . . . . . . . . 2-10 

2.3 Upgrading HiPath ProCenter Software on a Server Machine . . . . . . . . . . . . . . . . . . 2-11 

2.4 Upgrading From Version 4.0.70. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12 

2.4.1 Backing Up Your Existing Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12 

2.4.2 Restoring the Database Structure on the Server Machine . . . . . . . . . . . . . . . . . 2-14 

2.4.3 Restoring Your Database on the New Server Machine. . . . . . . . . . . . . . . . . . . . 2-15 

2.4.4 Upgrading the Databases on the Server Machine . . . . . . . . . . . . . . . . . . . . . . . 2-16 

2.5 Upgrading From Version 5.01 or Later . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16 

2.6 Resuming the HiPath ProCenter Upgrade Process. . . . . . . . . . . . . . . . . . . . . . . . . . 2-17 

2.7 Upgrading Your IVR Module File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17 

2.8 Migrating Your MX Email Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 

2.8.1 Migrating Default Routing Table Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 

2.8.2 Migrating Content-based Routing Information. . . . . . . . . . . . . . . . . . . . . . . . . . . 2-21 

2.8.3 Running the MX Email Migration Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22 

2.8.4 Deleting Unused Email Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22 

2.8.5 Configuring the Time-out Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-23 

2.9 Upgrading to Standard or Advanced Level Packaging . . . . . . . . . . . . . . . . . . . . . . . 2-23 

2.9.1 Features Available with Package Levels. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24 

2.9.2 Upgrading to the Standard or Advanced Level . . . . . . . . . . . . . . . . . . . . . . . . . . 2-25 

3 Preparing to Install HiPath ProCenter on a Server Machine. . . . . . . . . . . . . . . . . . . 3-1 

3.1 Planning the Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 

3.2 Planning Contact Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 

3.3 Installation Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 

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3.4 Installation and Configuration Worksheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 

3.5 System Requirements for Server Machines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5 

3.6 Installing and Configuring the Windows Operating System . . . . . . . . . . . . . . . . . . . . . 3-6 

3.7 Configuring the Server Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 

3.7.1 Partitioning and Formatting the Drives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 

3.7.2 Updating Your Display Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9 

3.7.3 Installing and Configuring a Second Network Adapter Card . . . . . . . . . . . . . . . . 3-10 

3.7.4 Installing and Configuring a Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 

3.7.5 Installing the pcAnywhere Remote Connectivity Software . . . . . . . . . . . . . . . . . . 3-14 

3.7.6 Configuring the Paging File Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-14 

3.7.7 Configuring the SNMP Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 

3.7.8 Configuring TAPI for Callbacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16 

3.7.9 Configuring RAS for Client Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-17 

3.7.10 Configuring the Time Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18 

3.7.11 Adding Administrator User Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19 

3.8 Installing and Configuring the Informix Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 

3.8.1 Installing the Informix Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-20 

3.8.2 Verifying the Informix Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23 

3.8.3 Upgrading the Administrator ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-24 

3.8.4 Creating a Service ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-25 

3.8.5 Creating an Installation ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26 

3.8.6 Creating an rrclientinstallation ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-27 

3.9 Configuring the Connection to the Switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-27 

3.9.1 Configuring the Connection to the Hicom 300 E Switch. . . . . . . . . . . . . . . . . . . . 3-28 

3.9.2 Configuring the Connection to the HiPath 4000 Switch . . . . . . . . . . . . . . . . . . . . 3-29 

3.9.3 Installing and Configuring the CallBridge Software (Hicom 300 E) . . . . . . . . . . . 3-30 

3.9.4 Installing and Configuring the CallBridge Software (HiPath 4000). . . . . . . . . . . . 3-31 

3.10 Preparing the server machine to connect to a HiPath 5000 switch. . . . . . . . . . . . . . 3-32 

3.10.1 Installing HiPath 5000 RSM Software on the Server Machine . . . . . . . . . . . . . . 3-32 

3.10.2 Configuring the HiPath 5000 Real-Time Services Manager (RSM) . . . . . . . . . . 3-34 

3.10.3 Configuring the connection to the Survivable Media Gateway. . . . . . . . . . . . . . 3-35 

3.11 Preparing for Blue Pumpkin Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36 

3.12 Installing the Workforce Planner and Schedule API . . . . . . . . . . . . . . . . . . . . . . . . . 3-37 

3.13 Installing and Configuring the Dialogic System Software . . . . . . . . . . . . . . . . . . . . . 3-38 

3.13.1 Installing the Dialogic System Software (Windows 2000 Server). . . . . . . . . . . . 3-38 

3.13.2 Installing the Dialogic System Software (Windows Server 2003). . . . . . . . . . . . 3-40 

3.14 Installing and Configuring Dialogic Boards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-41 

3.14.1 Installing the Dialogic Four-Port Analog Board(s) . . . . . . . . . . . . . . . . . . . . . . . 3-41 

3.14.2 Installing the Dialogic 24-Port Digital Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43 

4 Installing HiPath ProCenter on a Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 

4.1 Installing on a HiPath ProCenter Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 

4.1.1 Creating Databases on a HiPath ProCenter Server Machine . . . . . . . . . . . . . . . . 4-5 

4.2 Installing on a Central Reporting Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 

4.2.1 Creating Databases on a Central Reporting Server Machine . . . . . . . . . . . . . . . . 4-8 

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4.3 Installing on a Real-Time Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 

4.3.1 Configuring the Real-Time Server Machine for Automatic Startup . . . . . . . . . . . 4-11 

4.4 Installing the Browser Based Desktop Application. . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12 

4.4.1 System Requirements for the Browser Based Desktop . . . . . . . . . . . . . . . . . . . 4-12 

4.4.2 Installing the Internet Information Services (IIS) . . . . . . . . . . . . . . . . . . . . . . . . . 4-13 

4.4.3 Installing Microsoft Virtual Machine on a Windows XP Machine. . . . . . . . . . . . . 4-13 

4.4.4 Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14 

4.4.5 Configuring Netscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16 

4.4.6 Installing the Browser Based Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16 

4.4.7 Configuring the Browser Based Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17 

4.4.8 Creating a Virtual Directory for the Browser Based Desktop . . . . . . . . . . . . . . . 4-19 

4.4.9 Configuring the Browser Based Desktop for Automatic Startup . . . . . . . . . . . . . 4-20 

4.4.10 Testing the Browser Based Desktop Application . . . . . . . . . . . . . . . . . . . . . . . 4-21 

5 Configuring HiPath ProCenter on a Server Machine. . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.1 Licensed Features Available with Switch Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 

5.2 Other Features Available with Switch Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.3 Verifying the FlexRouting IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 

5.4 Activating the HiPath ProCenter Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 

5.5 Activating Features Without Connecting to the Switch . . . . . . . . . . . . . . . . . . . . . . . . 5-5 

5.6 Specifying the Switch Type and Heartbeat Values . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 

5.7 Putting the Administration Database into Production. . . . . . . . . . . . . . . . . . . . . . . . . . 5-7 

5.8 Configuring the Central Reporting and Remote Server Machines. . . . . . . . . . . . . . . . 5-9 

5.8.1 Preparing for Replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10 

5.8.2 Configuring the Central Reporting Server Machine. . . . . . . . . . . . . . . . . . . . . . . 5-12 

5.8.3 Configuring the HiPath ProCenter Server Machine. . . . . . . . . . . . . . . . . . . . . . . 5-13 

5.8.4 Copying the Administration Database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15 

5.8.5 Verifying that Replication is Established . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16 

5.8.6 Configuring the Managing Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17 

5.9 Setting Share Permissions and Security Properties . . . . . . . . . . . . . . . . . . . . . . . . . 5-18 

5.10 Configuring DCOM on a Windows 2000 Server Machine . . . . . . . . . . . . . . . . . . . . 5-21 

5.11 Configuring the Automatic Patch (AutoPA) Service. . . . . . . . . . . . . . . . . . . . . . . . . 5-22 

5.12 Configuring the Siemens Prompt Response Connection. . . . . . . . . . . . . . . . . . . . . 5-24 

5.13 Configuring the Switch to Support HiPath ProCenter Features. . . . . . . . . . . . . . . . 5-24 

5.13.1 Enabling the Generation of Digits for Desktop Users . . . . . . . . . . . . . . . . . . . . 5-24 

5.13.2 Enabling the Ring No Answer Feature (HiPath 4000 Switch Only). . . . . . . . . . 5-24 

6 Preparing to Install HiPath ProCenter on a Client Machine . . . . . . . . . . . . . . . . . . . 6-1 

6.1 System Requirements for HiPath ProCenter Client Applications. . . . . . . . . . . . . . . . . 6-1 

6.2 Installing the DCOM Software on a Windows 95 Client Machine . . . . . . . . . . . . . . . . 6-2 

6.3 Installing the MDAC Data Source Administrator Software. . . . . . . . . . . . . . . . . . . . . . 6-2 

6.4 Preparing to Install the Reporter Application on a Client Machine. . . . . . . . . . . . . . . . 6-3 

6.4.1 Installing the Informix-Connect Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 

6.4.2 Setting the Informix Environment Variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 

6.4.3 Setting the Informix Default Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 

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7 Installing HiPath ProCenter on a Client Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 

7.1 Upgrading HiPath ProCenter Software on a Client Machine . . . . . . . . . . . . . . . . . . . . 7-1 

7.1.1 Upgrading From Version 5.01 or Earlier. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 

7.1.2 Upgrading From an Earlier Version of 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 

7.2 Installing HiPath ProCenter Software on a Client Machine. . . . . . . . . . . . . . . . . . . . . . 7-2 

7.3 Configuring DCOM Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4 

7.3.1 Configuring DCOM on a Windows 2000 or NT Client Machine . . . . . . . . . . . . . . . 7-4 

7.3.2 Configuring DCOM on a Windows 95 or 98 Client Machine. . . . . . . . . . . . . . . . . . 7-4 

7.3.3 Configuring DCOM on a Windows XP Client Machine. . . . . . . . . . . . . . . . . . . . . . 7-5 

7.4 Verifying the Reporter Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 

7.5 Verifying User Extensions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7 

8 Installing HiPath ProCenter CRM Ready Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 

8.1 Installing CRM Ready Kit for SAP CIC Components . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1 

8.1.1 Installing CRM Ready Kit for SAP CIC Server Components . . . . . . . . . . . . . . . . . 8-2 

8.1.2 Installing CRM Ready Kit for SAP CIC Client Components . . . . . . . . . . . . . . . . . . 8-4 

8.2 Installing CRM Ready Kit for SAP ICI server components . . . . . . . . . . . . . . . . . . . . . . 8-6 

8.3 Installing CRM Ready Kit for Siebel 7 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-8 

8.3.1 Installing CRM Ready Kit for Siebel 7 Server Components . . . . . . . . . . . . . . . . . . 8-8 

8.3.2 Installing CRM Ready Kit for Siebel 7 Client Components. . . . . . . . . . . . . . . . . . 8-10 

8.4 Installing CRM Ready Kit for Siebel 2000 Client Components . . . . . . . . . . . . . . . . . . 8-11 

8.5 Installing CRM Ready for Clarify, Goldmine, or Remedy . . . . . . . . . . . . . . . . . . . . . . 8-13 

A Configuring Web Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 

A.1 System Requirements for Web Collaboration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 

A.2 Configuring Web Collaboration on an IIS Server Machine . . . . . . . . . . . . . . . . . . . . . . A-2 

A.2.1 Creating a Virtual Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 

A.2.2 Copying the Web Collaboration Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-3 

A.2.3 Configuring the HPWC.ini File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-4 

A.3 Configuring Web Collaboration on a Tomcat Server Machine . . . . . . . . . . . . . . . . . . . A-4 

A.3.1 Creating a Virtual Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-5 


A.3.3 Configuring the config.properties File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7 

A.3.4 Configuring the page.config.properties File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-7 

A.3.5 Configuring the web.xml File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-8 

A.4 Configuring Web Collaboration on an iPlanet Server Machine. . . . . . . . . . . . . . . . . . . A-8 

A.4.1 Creating a New Server Instance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-9 


A.4.3 Configuring Servlet Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11 

A.4.4 Configuring the Servlet Virtual Path. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-11 

A.4.5 Configuring the Contents Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-12 

A.5 Configuring the Web Collaboration Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-12 

A.5.1 Configuring the NeedHelp.htm File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-12 

A.5.2 Configuring the CaptureCallData.htm File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-13 

A.5.3 Configuring the AppletChatPage.htm File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-14 

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A.6 Testing Web Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-14 

A.6.1 Testing Web Collaboration on an IIS Server Machine . . . . . . . . . . . . . . . . . . . . A-14 

A.6.2 Testing Web Collaboration on a Tomcat Server Machine . . . . . . . . . . . . . . . . . A-15 

A.6.3 Testing Web Collaboration on an iPlanet Server Machine . . . . . . . . . . . . . . . . . A-15 

A.7 Troubleshooting Web Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16 

A.7.1 Web Server Configuration Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-16 

A.7.2 General Connection Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-17 

A.7.3 Secure Connection Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-18 

A.7.4 Applet or Image File Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-20 

A.7.5 Web Browser Issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-20 

A.7.6 General Error Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-21 

B Configuring the Call Director Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1 

B.1 Configuration Overview and Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1 

B.2 Preparing to Configure the Call Director Application. . . . . . . . . . . . . . . . . . . . . . . . . . B-2 

B.3 Configuring the Extensions in the Switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2 

B.3.1 Configuring the Extensions in a HiPath 5000 RSM . . . . . . . . . . . . . . . . . . . . . . . B-7 

B.3.2 Configuring the Analog Extensions in a HiPath 4000 Switch . . . . . . . . . . . . . . . . B-8 

B.3.3 Configuring the Analog Extensions in a Hicom 300 E Switch. . . . . . . . . . . . . . . . B-9 

B.3.4 Configuring the Digital T1 Connection in a Hicom 300 E Switch . . . . . . . . . . . . . B-9 

B.3.5 Configuring the Digital T1 Connection in a HiPath 4000 Switch. . . . . . . . . . . . . B-10 

B.4 Enabling Transfer Call Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-11 

B.5 Verifying the Port Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-12 

C Installing the Online Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .C-1 

C.1 Installing the Acrobat Reader Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1 

C.2 Installing the Online Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2 

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1 

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Nur für den internen Gebrauch About This Guide 

Who Should Use This Guide 

1 About This Guide 

HiPath ProCenter consists of an integrated set of call center applications that use intelligent, 

skills-based call routing to direct calls to the best available agents. 

1.1 Who Should Use This Guide 

This guide is intended for HiPath ProCenter administrators. It provides information on installing 

and configuring the HiPath ProCenter software, and discusses various topics relating to system 

setup and operation. 

1.2 How To Use This Guide 

This guide contains the following chapters and appendixes, as well as an index: 

Chapter 1, “About This Guide” describes the intended audience, formatting conventions, and 

provides a brief description of the other guides in the HiPath ProCenter documentation set. 

Chapter 2, “Upgrading HiPath ProCenter on a Server Machine” provides detailed 

instructions on how to upgrade your server machine to HiPath ProCenter 5.1 from a previous 

version of RésuméRouting or HiPath ProCenter. 

Chapter 3, “Preparing to Install HiPath ProCenter on a Server Machine” describes the 

software and hardware requirements for installing the HiPath ProCenter software on a server 

machine, and provides guidelines for planning the installation. 

Chapter 4, “Installing HiPath ProCenter on a Server Machine” provides detailed 

instructions on how to install HiPath ProCenter software on a server machine. 

Chapter 5, “Configuring HiPath ProCenter on a Server Machine” provides detailed 

instructions on how to configure the various components of HiPath ProCenter on a server 

machine. 

Chapter 6, “Preparing to Install HiPath ProCenter on a Client Machine” - describes the 

software and hardware requirements for installing the HiPath ProCenter software on a client 

machine, and provides guidelines for planning the installation. 

Chapter 7, “Installing HiPath ProCenter on a Client Machine” provides detailed instructions 

on how to install HiPath ProCenter software on a client machine. 

Chapter 8, “Installing HiPath ProCenter CRM Ready Software” provides detailed 

instructions on how to install the HiPath ProCenter CRM Ready software components. 

Chapter A, “Configuring Web Collaboration” provides detailed instructions on how to install 

and configure Web Collaboration on the supported Web server machines. 

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About This Guide Nur für den internen Gebrauch 

Related Information 

Appendix B, “Configuring the Call Director Application” provides detailed instructions on 

how to configure the extensions in the switch for the Call Director application. 

Appendix C, “Installing the Online Documentation” provides instructions on how to install 

the Acrobat Reader software and the online version of the HiPath ProCenter documentation. 

1.3 Related Information 

The following guides contain more information about HiPath ProCenter. 

HiPath ProCenter ACD Administrator User Guide, Version 5.1 SMR C, A31003-S2251- 

S200-3-7620 

This guide describes the ACD Administrator application, and provides information on 

configuring HiPath 4000 switch resources. 

HiPath ProCenter Administrator, Entry Suite, Version 5.1 SMR C, A31003-G7351-A400-4- 

76A9 

This guide describes the Administrator application. It provides information on configuring the 

HiPath ProCenter Entry Suite and includes a glossary of HiPath ProCenter terminology. 

HiPath ProCenter Administrator User Guide, Standard and Advanced Suites, Version 5.1 

SMR C, A31003-S2251-A400-4-76A9 

This guide describes the Administrator application. It provides information on configuring the 

HiPath ProCenter Standard and Advanced Suites and includes a glossary of HiPath ProCenter 

terminology. 

HiPath ProCenter Desktop User Guide, Entry Suite, Version 5.1 SMR C, A31003-G7351- 

B871-4-7619 

This guide describes the HiPath ProCenter Supervisor application. 

HiPath ProCenter Desktop User Guide, Standard and Advanced Suites, Version 5.1 

SMR C, A31003-S2251-B871-4-7619 

This guide describes the HiPath ProCenter Desktop applications—the Agent, Supervisor, and 

Enterprise Manager applications. 

HiPath ProCenter Browser Based Desktop User Guide, Version 5.1 SMR C, A31003- 

S2251-A600-4-76A9 

This guide describes the Browser Based Desktop application. 

HiPath ProCenter Call Director User Guide, Version 5.1 SMR C, A31003-S2251-E400-4- 

76A9 

This guide describes how to configure and use the Call Director application. 

HiPath ProCenter Operations Guide, Version 5.1 SMR C, A31003-S2251-A500-4-76A9 

This guide describes how to use the IT Monitor application and the Watchdog Server, to start 

and stop the HiPath ProCenter servers, and to back up and restore the HiPath ProCenter 

databases. A troubleshooting section provides information on resolving problems and 

identifying error codes in HiPath ProCenter. 

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Nur für den internen Gebrauch About This Guide 

Formatting Conventions 

HiPath ProCenter Overview Guide, Version 5.1 SMR C, A31003-S2251-A100-4-76A9 

This guide provides an overview of HiPath ProCenter — an integrated set of call center 

applications that apply intelligent, skills-based call routing to optimize productivity, increase 

customer satisfaction and improve employee morale in your call center. 

HiPath ProCenter Programming Guide, Version 5.1 SMR C, A31003-S2251-X100-4-7618 

This guide describes how to customize the Desktop applications by writing IVR scripts, custom 

routing functions, and Dynamic Data Exchange applications. 

HiPath ProCenter Reporter User Guide, Version 5.1 SMR C, A31003-S2251-A200-4-76A9 

This guide describes the Reporter application. It contains conceptual information about the 

default report templates, step-by-step procedures for customizing the templates, and 

information on generating, printing, and exporting your reports. 

HiPath ProCenter Simulator User Guide, Version 5.1 SMR A, A31003-S2251-A300-4-76A9 

This guide describes how to use the Simulator application to prepare and run simulations, and 

how to analyze the results of your simulations. 

HiPath ProCenter Routing and Telephony Gateways and Ehandler Administrator and 

User Guide, Version 5.1 SMR A, G281-0837 

This guide describes how to configure and use the SAP CIC CRM Integration components. 

CRM Ready Kit for SAP ICI Version 5.1 SMR C, A31003-S2251-E100-4-76A9 

This guide describes how to configure and use the SAP ICI CRM Integration components. 

CRM Ready Kit for Siebel 2000, Version 5.1 SMR C, A31003-S2251-E300-4-76A9 

This guide describes how to configure and use the CRM Ready Kit that integrates HiPath 

ProCenter with Siebel 2000. 

CRM Ready Kit for Siebel 7, Version 5.1 SMR A, A31003-S2251-E500-4-76A9 

This guide describes how to configure and use the CRM Ready Kit that integrates HiPath 

ProCenter with Siebel 7. 

1.4 Formatting Conventions 

The following formatting conventions are used in this guide: 

Bold 

This font identifies HiPath ProCenter components, window and dialog box titles, and item 

names. 

Italics 

This font identifies terms or phrases that are explained in the online Help glossary. 

Monospace Font 

This font distinguishes text that you should type, or that the computer displays in a message. 

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About This Guide Nur für den internen Gebrauch 

Documentation Feedback 

1.5 Documentation Feedback 

To report an issue with this document, call your next level of support: 

● Customers should call the Siemens Customer Support Center. 

● Siemens employees should call the Interactive Customer Engagement Team (i-Cet). 

When you call, be sure to include the following information. This will help identify which 

document you are having issues with. 

● Title: Installation Guide 

● Order Number: A31003-S2251-S100-4-7620 

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Nur für den internen Gebrauch Upgrading HiPath ProCenter on a Server Machine 

Preparing to Migrate MX Email Data to a HiPath ProCenter Server 

2 Upgrading HiPath ProCenter on a Server Machine 

This chapter provides detailed instructions on how to upgrade your server machine to the latest 

version of HiPath ProCenter 5.1 from a previous version of RésuméRouting or HiPath 

ProCenter. 

> If you are not performing an upgrade, you can skip this chapter and proceed to 

2.1 Preparing to Migrate MX Email Data to a HiPath ProCenter Server 

> If you do not intend to migrate MX Email data to a new HiPath ProCenter server 

Chapter 3, “Preparing to Install HiPath ProCenter on a Server Machine”. 

machine, you can skip this section and proceed to Section 2.2, “Preparing to 

Upgrade HiPath ProCenter Software”, on page 2-5. 

To migrate your existing MX Email data to the new HiPath ProCenter server machine, you must 

complete the following tasks: 

● Create a new corporate email server account. For detailed instructions, see the HiPath 

ProCenter Administrator Guide. 

● Configure any existing MX Email "customer accounts" to forward new email messages to 

the new corporate email server account. 

● Stop the MX Email Integration Server and Watchdog service on the MX Email Server 

machine. 

● Manually record your existing MX Email routing table entries. 

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Upgrading HiPath ProCenter on a Server Machine Nur für den internen Gebrauch 


2.1.1 Configuring MX Email Accounts to Forward New Messages 

The procedure for configuring your MX Email accounts to forward new email messages differs 

slightly depending on your corporate email server. 

7 

2.1.1.1 Configuring Microsoft Exchange 5.5 

If you are using Microsoft Exchange 5.5 as your corporate email server, do the following: 

1. Open the Properties dialog box for the email user account you want to configure. 

2. Click the Delivery Options tab. 

3. Under Alternate recipient, type the default email address of the new corporate email 

server account. 

7 

You must perform this procedure, otherwise any new email messages routed to 

existing MX Email "customer accounts" will be lost. 

Do not select the Deliver messages to both recipient and alternate recipient 

check box, as this may result in duplicate email messages being sent to the HiPath 

ProCenter Email Server. 

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2.1.1.2 Configuring Microsoft Exchange 2000 

If you are using Microsoft Exchange 2000 as your corporate email server, do the following: 

1. Open the Properties dialog box for the email user account you want to configure. 

2. Click the General tab. 

3. Click Delivery Options. 

4. Under Forwarding address, select the Forward to option, and then type the Default 

Email Address of the new corporate email server account. 

7 

Do not select the Deliver messages to both forwarding address and mailbox 

check box, as this may result in duplicate email messages being sent to the HiPath 


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2.1.1.3 Configuring Lotus Domino R5 

If you are using Lotus Domino R5 as your corporate email server, do the following: 

1. Open the Lotus Domino Administrator application. 

2. In the person document for the email user account you want to configure, click the Mail 

page. 

3. In the Forwarding address field, type the Default Email Address of the new corporate 

email server account. 

2.1.2 Stopping the MX Email Integration Server and Watchdog Service 

You must stop the MX Email Integration Server and Watchdog service on the MX Email Server 

machine and configure it so that it does not automatically restart. 

To stop the MX Email Integration Server and Watchdog service: 

1. Open the Services window. 

2. In the right pane of the Services window, double-click ProCenter. The ProCenter 

Properties dialog box appears. 

3. In the Startup type list, select Manual, and then click OK. 

4. On the Action menu, click Stop. 

5. Close the Services window. 

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Preparing to Upgrade HiPath ProCenter Software 

2.1.3 Manually Recording MX Email Routing Table Entries 

Prior to running the MX Email migration utility, you must manually record your existing MX Email 

routing table entries so that you can configure the HiPath ProCenter Email Server on the new 

machine. 

> For detailed information on how to record your existing MX Email routing table 

entries, see the HiPath ProCenter Administrator Help. 

2.2 Preparing to Upgrade HiPath ProCenter Software 

Before you can upgrade from a previous version of RésuméRouting or HiPath ProCenter to the 

latest version of HiPath ProCenter 5.1, you must perform the following tasks: 

● Remove replication from your existing server machine 

● Back up any existing reports 

● Back up your Call Director database 

● Back up your existing database to tape 

● Validate your Informix database space requirements 

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2.2.1 Removing Replication From Your Existing Server Machine 

Before you can upgrade to the latest version of HiPath ProCenter 5.1, you must first remove 

replication from the individual HiPath ProCenter server machines and then the Central 

Reporting server machine. 

7 

If you do not remove replication, you may have problems adding the HiPath 

ProCenter site back into the system, and re-establishing replication. 

2.2.1.1 Removing Replication from a HiPath ProCenter Server Machine 

You should only perform this procedure if you want to remove replication from one or more 

HiPath ProCenter server machines. 

To remove replication from a HiPath ProCenter server machine: 


2. In the right pane of the Services window, select ProCenter. 

3. On the Action menu, click Stop. Ensure that all the HiPath ProCenter servers are shut 

down before continuing. 


5. On the Start menu, click Run, then type: 

D:\informix\bin\trcdbins 

and then click OK. The Database Replication dialog box appears. 

6. Select the Remove Replication From One Site (HiPath ProCenter Site Only) option, 

and then click OK. A message box appears, indicating that you can only remove replication 

from one site if you are on a HiPath ProCenter server machine. 

7. Click OK. The Database Replication Configuration dialog box appears. 

8. Under Central Reporting Server, type your Central Reporting server information in the 

provided fields: 

● Local Server Machine Name 

● TCP/IP Domain 

● Database Server Name 

● Database Password 

9. Under ProCenter Server, type your HiPath ProCenter server information in the following 

fields: 

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10. Click Remove. 

> To re-establish replication on the HiPath ProCenter server machine after you have 

2.2.1.2 Removing Replication from a Central Reporting Server Machine 

7 

upgraded to version 5.1, see Section 5.8.3, “Configuring the HiPath ProCenter 

Server Machine”. 

Ensure that there is an operational network connection between the Central 

Reporting server machine and all HiPath ProCenter server machines before 

removing replication. 

To remove replication from a Central Reporting server machine: 








and then click OK. The Database Replication dialog box appears. 

3. Select the Remove Replication From All Sites option (Central Site Only), and then click 

OK. A message box appears, indicating that you can only remove replication from all sites 

if you are on the Central Reporting machine. 

4. Click OK. The Database Replication Configuration dialog box appears. 

5. Type your Central Reporting server information in the following fields: 




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6. Click Remove. The amount of time it takes to remove replication, depends on the number 

of HiPath ProCenter server machines that are participating in replication. 

> To re-establish replication on the Central Reporting server machine after you have 

2.2.2 Backing Up Your Existing Reports 

> If you do not intend to upgrade the Reporter application, you can skip this section 

Before upgrading the Reporter application, you should save all reports, scheduled and 

otherwise, in the Saved Reports folder, along with any previously saved Life of Call SQL 

Queries. 

> To save your Reporter application settings, such as the window size and the last 

To back up your existing reports: 

1. On the Start menu, point to Programs, then HiPath ProCenter, and then click Reporter. 

2. On the Tools menu, click Backup/Restore Data. 

3. In the Backup/Restore Data dialog box, click Backup. 

> After you have upgraded to version 5.1, you can restore your saved data by clicking 

upgraded to version 5.1, see Section 5.8.3, “Configuring the HiPath ProCenter 

Server Machine”. 

2.2.3 Backing Up Your Call Director Database 

> If you do not intend to upgrade the Call Director application, you can skip this section 

and proceed to Section 2.2.3, “Backing Up Your Call Director Database”. 

database to which you connected, you must have Administrator rights. 

Restore in the Backup/Restore Data dialog box. 

and proceed to Section 2.3, “Upgrading HiPath ProCenter Software on a Server 

Machine”. 

Before upgrading to the latest version of HiPath ProCenter 5.1 from version 4.0 or later, you 

must back up the following files to a directory that will be unaffected by the upgrade process. 

● Call Director database file, which is typically located in the following directory: 

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D:\rrserver\database 

● Call Director script files, which are typically located in the following directory: 

D:\rrserver\database\scripts 

● Call Director wave files, which are typically located in the following directory: 

D:\rrserver\database\wavefiles 

After you have upgraded to the latest version of HiPath ProCenter 5.1, copy the backed up files 

into the appropriate directories on the HiPath ProCenter server machine. 

When you start Call Director for the first time on the new HiPath ProCenter server machine, Call 

Director checks if the database is out-of-date and automatically performs an upgrade. 

> Upgrading from Call Director version 3.0 to Call Director version 5.1 is not officially 

2.2.4 Backing Up Your Existing Database to Tape 

Before you can upgrade to the latest version of HiPath ProCenter 5.1 you must back up your 

existing database to tape. 

7 

To back up your existing database: 

1. Insert a new 4-8GB DAT tape into the DAT tape drive of the server. 

2. Open a Command Prompt window, type the following on the command line: 

ontape -s -L 0 

and then press ENTER. This starts a level 0 archive of the entire Informix environment. 

3. When prompted to insert a tape, press ENTER. 

> If there is not enough space on the current tape, the system prompts you to 

supported. 

Failure to back up your existing database to tape before upgrading to the latest 

version of HiPath ProCenter 5.1 may result in the loss of your data. 

insert another tape. If prompted, remove the tape in the drive and label it with 

the date, time, level, and number of the tape in the sequence. Insert another 

tape, and then press ENTER. Repeat this process for as many tapes as are 

required. 

4. After you have removed the last tape and labelled it accordingly, insert a floppy disk into 

the floppy disk drive. 

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> To prevent issues during the database restoration process, the name of the new 

2.2.5 Validating Informix Database Space Requirements 

Before you can upgrade to the latest version of HiPath ProCenter 5.1, you must ensure that 

your machine contains enough free space in your database to accommodate the latest version 

of Informix as part of the upgrade process. 

> You must be a member of the Informix-Admin group to validate the Informix 

HiPath ProCenter server machine must be the same as the server machine from 

which you are upgrading. For example, if you named your original server machine 

rrserver, you must also name the new 5.1 server machine rrserver. 

database space requirements. 

To validate your Informix database space requirements: 


oncheck -ce > oncheckce.txt 

and then press ENTER. This writes the current database space information to the specified 

oncheckce.txt file so you can validate that you have enough free space in your database 

to upgrade to the latest version of Informix. 

2. Analyze the results to ensure that at least 10 percent of the total size of the root database 

chunk is available to successfully perform the upgrade process. In the following example, 

there is approximately 78% free space available so the upgrade process could proceed. 

Chunk Pathname Size Used Free 

1 G:\IFMXDATA\ol_server\rootdbs_dat.000 192000 41888 150112 

3. Analyze the results to ensure that the free space available for the other database chunks 

is greater than 500. In the following example, there 21604 is greater than 500 so the 

upgrade process could proceed. 

Chunk Pathname Size Used Free 

2 G:\ADMINDB\admin_chunk1 225000 3396 21604 

> If you do not have enough free space in your database to upgrade to the latest 

version of Informix, you must add space before starting the upgrade process. For 

detailed instructions on how to add space, see your Informix documentation. 

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Upgrading HiPath ProCenter Software on a Server Machine 

2.3 Upgrading HiPath ProCenter Software on a Server Machine 

If you are currently using an earlier version of RésuméRouting or HiPath ProCenter, you may 

need to upgrade to version 4.0.70 (SMR C) prior to upgrading to the latest version of HiPath 

ProCenter 5.1. Consult the following flowchart before you proceed: 

> When upgrading from version 3.0.15, the data in the Administration database tables, 

with the exception of the data in the "User" table", is not imported to the Reporting 

database. However, the first time you start the HiPath ProCenter servers, the data is 

sent from the Administration Server to the Statistics Server and the tables are 

populated with the correct information. 

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Upgrading From Version 4.0.70 

2.4 Upgrading From Version 4.0.70 

If you are upgrading from version 4.0.70, you must perform a new installation on either a 

Windows 2000 Server or Windows Server 2003 machine. 

If you are upgrading from version 4.0.70, you must perform the following steps: 

1. Back up your existing database using the rrexport utility. 

2. Perform a new installation of HiPath ProCenter 5.1 on the new server machine. 

3. Restore the database structure on the new server machine. 

4. Restore your database on the new server machine using the rrimport utility. 

5. Upgrade the databases on the new server machine. 

2.4.1 Backing Up Your Existing Database 

Before you can upgrade to the latest version of HiPath ProCenter from version 4.0.70 you must 

back up your existing database by running the rrexport utility. 

The rrexport utility exports your existing database to text files so that you can later import them 

into another database on the new server machine. 

> To back up your database you must run the rrexport script under the Informix 

To back up your existing database: 

1. Manually shut down the ProCenter service on your existing server machine. Please wait 

for the service to completely shut down before starting the upgrade process. 

2. Insert the HiPath ProCenter Suite Master Kit CD-ROM into the CD-ROM drive. 

3. Create a folder on your existing machine where you want to export the data files and 

schema files for the databases. 

4. Open a Command Prompt window on your existing machine, type the following on the 

command line: 

x:\utilities\rrexport {d | t} { | } 

where: 

account. 

– x is your CD-ROM drive letter 

– d specifies you are exporting to disk 

– t specifies you are exporting to tape 

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– specifies the path of the directory where you want to export the data 

– specifies the tape device 

– specifies the block size of the tape device in kilobytes 

– specifies the amount of data you can store on the tape in kilobytes. The tape 

size can be between 1 and 2097151 kilobytes. 

5. Press ENTER. 

6. To save the database structure to the floppy disk, do one of the following: 

● If you are saving the database structure for a HiPath ProCenter server machine, type 

the following on the command line: 

onstat -d > a:\DBConfig.txt 

● If you are saving the database structure for a Central Reporting server machine, type 

the following on the command line: 

onstat -d > a:\CTDBConfig.txt 

and then press ENTER. After you have removed the floppy disk from the floppy disk drive, 

label it accordingly. 

7. To close the Command Prompt window, type exit and then press ENTER. 

> After you have backed up your database, you must perform a new installation of the 

> If you are exporting your data to tape, you will be prompted to mount the tape 

and press return to continue. A different tape is required for each database. 

latest version of HiPath ProCenter 5.1 on the new server machine. For detailed 

instructions, see Chapter 3, “Preparing to Install HiPath ProCenter on a Server 

Machine” and Chapter 4, “Installing HiPath ProCenter on a Server Machine”. 

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2.4.2 Restoring the Database Structure on the Server Machine 

After you have upgraded to the latest version of HiPath ProCenter 5.1, you must restore the 

database structure on the new server machine. 

To restore the database structure on the new server machine: 

1. Manually shut down the ProCenter and ProCenter AutoPA services (if applicable) on the 

new server machine. Please wait for the services to completely shut down before resuming 

the upgrade process. 

2. On the Start menu, click Run, then do one of the following: 

● If you are restoring the database structure on a HiPath ProCenter server machine, 

type: 

D:\rrserver\tindbins -upgrade 

and then click OK. The Database Installation dialog box appears. 

● If you are restoring the database structure on a Central Reporting server machine, 

type: 

D:\rrserver\tctdbins -upgrade 

and then click OK. The Central Reporting Database Installation dialog box appears. 

3. Select the Restore DB Structure option, and then click OK. 

4. Insert the disk containing your database configuration file into the floppy disk drive, and 

then click Restore. The old database structure is restored on the new server machine. 

> This process may take up to 30 minutes to complete. 

5. When you see the Success message, click Close to close the Database Upgrade 

window. 

6. Click Yes to confirm that you want to exit the Database Upgrade program. 

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2.4.3 Restoring Your Database on the New Server Machine 

After you have restored the database structure on the new server machine, you must restore 

your database on the new server machine by running the rrimport utility. This ensures that the 

data you saved is restored to the correct databases. 

> To restore your database on the new server machine you must run the rrimport utility 

To restore your database on the new server machine: 


2. Open a Command Prompt window on your new server machine, type the following on the 

command line: 

x:\utilities\rrimport {d | t} { | } 

where: 

– x is your CD-ROM drive letter 

– d specifies you are importing from disk 

– t specifies you are importing from tape 

– specifies the path of the directory from which you want to to import the 

data 

– specifies the tape device from which you want to import the data 

– specifies the block size of the tape device in kilobytes 

– specifies the amount of data you can store on the tape in kilobytes. The tape 

size can be between 1 and 2097151 kilobytes. 

3. Press ENTER. 

> If you are importing your data from tape, you will be prompted to mount each 

under the Informix account. 

tape and press return to continue. A different tape is required for each database. 

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Upgrading From Version 5.01 or Later 

2.4.4 Upgrading the Databases on the Server Machine 

After you have restored your database on the new server machine, you must upgrade the 

databases on the new server machine. 

To upgrade the databases on the new server machine: 

1. On the Start menu, click Run, then do one of the following: 

● If you are upgrading the databases on a HiPath ProCenter server machine, type: 

D:\rrserver\tindbins -upgrade 

and then click OK. The Database Installation dialog box appears. 

● If you are upgrading the databases on a Central Reporting server machine, type: 

D:\rrserver\tctdbins -upgrade 

and then click OK. The Central Reporting Database Installation dialog box appears. 

2. Select the version of RésuméRouting or HiPath ProCenter from which you are upgrading, 

and then click OK. The Database Upgrade window appears. 

3. Click Upgrade Databases to upgrade your old databases. This may take several minutes, 

depending on the size of your databases. 

4. Click Close to close the Database Upgrade window. 

5. Click Yes to confirm that you want to exit the Database Upgrade program. 

2.5 Upgrading From Version 5.01 or Later 

Before attempting to upgrade from HiPath ProCenter 5.01 or later, you must do the following: 

1. Manually shut down the ProCenter and ProCenter AutoPA services (if applicable). Please 

wait for the services to completely shut down before starting the upgrade process. 

2. Upgrade to the latest version of the Informix software. For detailed instructions, see Section 

3.8, “Installing and Configuring the Informix Software”, on page 3-20. 

3. Upgrade to the latest version of HiPath ProCenter 5.1. When upgrading from version 5.01 

or later, the HiPath ProCenter Setup Wizard automatically detects the previous version of 

the software, prompts you to upgrade, and then uninstalls the previous version. 

> If you receive a warning indicating that the Setup Program is unable to automatically 

remove the previous version of the HiPath ProCenter software. You must manually 

uninstall the HiPath ProCenter software, using the Add/Remove Programs feature, 

before proceeding with the new install. 

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Resuming the HiPath ProCenter Upgrade Process 

At this point, proceed exactly as if you are performing a new HiPath ProCenter installation. For 

detailed instructions on how to install the HiPath ProCenter 5.1 software on a server machine, 

see Chapter 4, “Installing HiPath ProCenter on a Server Machine”. 

2.6 Resuming the HiPath ProCenter Upgrade Process 

7 

After you have upgraded to HiPath ProCenter 5.1 from a previous version, you must complete 

the following tasks: 

● Upgrading your IVR module file 

● Migrate your MX Email data to the new server machine 

● Upgrade to Standard or Advanced Suites 

> When you have completed the upgrade process, proceed to Chapter 5, “Configuring 

2.7 Upgrading Your IVR Module File 

> If you are not running customized IVR scripts, you can skip this section and proceed 

This procedure assumes that you have already upgraded to the latest version of 

HiPath ProCenter 5.1, as described in Section 2.3, “Upgrading HiPath ProCenter 

Software on a Server Machine”. 

HiPath ProCenter on a Server Machine” for detailed instructions on how to configure 

the HiPath ProCenter software. 

to Section 2.8, “Migrating Your MX Email Data”, on page 2-18. 

When you upgrade to a newer version of HiPath ProCenter, you must copy the latest version of 

the IVR module file, located in the D:\rrserver directory on the HiPath ProCenter server 

machine, to your IVR machine. 

Depending on which version of the IVR APIs you are using, this will either be the 

HPPCIVR.DLL or RRNT32.DLL module file. For detailed information, see the HiPath ProCenter 

Programming Guide. 

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Migrating Your MX Email Data 

2.8 Migrating Your MX Email Data 

> If you do not intend to migrate MX Email data to a new HiPath ProCenter server 

This procedure assumes that you have already installed HiPath ProCenter 5.1 and upgraded 

the databases on the HiPath ProCenter server machine. 

To successfully migrate your MX Email data, you must complete the following tasks: 

● Use IT Monitor to shut down the HiPath ProCenter Email Server. For detailed instructions, 

see the HiPath ProCenter Operations Guide. 

● Use the Administrator application to manually migrate your MX Email routing table entries 

into categories on the new HiPath ProCenter server machine. 

● Configure the email server settings for HiPath ProCenter 5.1. For detailed instructions, see 

the HiPath ProCenter Administrator Guide. 

● Run the MX Email migration utility on the new HiPath ProCenter server machine. 

● Stop the IMC Server on the MX Email Server machine. 

● Use IT Monitor to start the HiPath ProCenter Email Server. For detailed instructions, see 

the HiPath ProCenter Operations Guide. 

● Delete any unused MX Email email tables. 

● Configure the time-out information for email messages 

2.8.1 Migrating Default Routing Table Entries 

> Before you attempt to migrate your default routing table entries, you must shut down 

machine, you can skip this section and proceed to Section 2.9, “Upgrading to 

Standard or Advanced Level Packaging”, on page 2-23. 

the HiPath ProCenter Email Server using IT Monitor. For detailed instructions, see 


The default routing table stores information about email messages that do not match a specific 

routing entry. MX Email messages that were configured for default routing in a previous version, 

must be updated to match default routing in version 5.1 of HiPath ProCenter. 

To ensure that the HiPath ProCenter Email Server correctly handles email messages that were 

originally configured for default routing: 

● Create email aliases for the MX Email "customer accounts" in the Administrator application 

● Create call types corresponding to the MX Email "customer accounts" 

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● Create new categories to handle the MX Email "customer accounts" 

● Create new routing entries for the MX Email "customer accounts" 

2.8.1.1 Creating New Email Aliases 

The HiPath ProCenter Email Server has an anti-spam feature that validates the destination of 

email messages to ensure that they are routed correctly. 

To ensure that this feature functions properly, you must use the Administrator application to 

create email aliases for existing MX Email "customer accounts". For detailed information on 

creating email aliases, see the HiPath ProCenter Administrator Guide. 

For example, if a fictional company called "yourcompany" has two accounts to handle incoming 

inquiries from customers: 

● sales@yourcompany.com 

● support@yourcompany.com 

You would need to create aliases for these accounts to route email to the HiPath ProCenter 

Email Server account. 

> The MX Email migration utility automatically creates aliases for "customer accounts" 

that it locates while accessing the MX Email Server. 

2.8.1.2 Creating New Email Call Types 

Although the call types you created for MX Email are successfully migrated during the upgrade 

process, you must still use the Administrator application to define the following options for each 

migrated call type: 

● Determine if you want to override certain global settings for email messages, such as 

templates or time-out behavior. 

● Determine if you need to create auto acknowledgement, auto response, prolog, or 

signature templates. 

● Modify the call steps if required. It is acceptable for email messages to take a longer 

amount of time for routing than calls. 

● Verify that the Routing Entries tab (which only appears after a routing entry is created) 

displays the categories associated with the call type. 

● Verify that the Templates tab displays the response templates used by the call type. 

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> Ensure that you enter the appropriate caption, agent reservation, call data, and/or 

DDE information for your routing entries. 

2.8.1.3 Creating New Categories and Routing Entries 

The following scenarios assume that your company has two email addresses to which 

customers can send email messages: sales@yourcompany.com and support@yourcompany. 

Example 1–To Address 

To ensure that email messages are routed correctly, you would do the following: 

1. In the first category, select To Address as the search area, and enter sales as the criteria. 

Name this category Sales. 

2. In the second category, select To Address as the search area, and enter support as the 

criteria. Name this category Support. 

3. Create a Sales call type. 

4. Create a Support call type. 

5. In the first email routing entry, select the Sales call type, and the Sales category. Name 

this routing entry To Sales. 

6. In the second email routing entry, select the Support call type, and the Support category. 

Name this routing entry To Support. 

When an email message is sent to either sales@yourcompany.com or support@yourcompany, 

the message is routed using the appropriate email routing entry. 

Example 2–From Address 

Many employees from OtherCompany frequently send email messages asking for technical 

support. To ensure that email messages sent from employees with an @othercompany.com 

address are sent to Support, you would do the following: 

1. Select From Address as the search area, and enter @othercompany.com as the criteria. 

Name this category From OtherCompany. 

2. Create a FromOtherCompany call type. 

3. Create an email routing entry named From OtherCompany, and select the 

FromOtherCompany call type, and FromOtherCompany category. 

Now, when an email message arrives from user@othercompany.com, it is routed to Support, 

using the appropriate email routing entry. 

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2.8.2 Migrating Content-based Routing Information 

In the integrated email implementation provided with HiPath ProCenter version 5.1, the default 

categorizer is capable of searching incoming email messages for occurrences of administratordefined 

keywords. 

Each email is then assigned a list of categories based on the set of keywords that appear in the 

message. The resulting list of categories is checked against the category list of each routing 

entry that has been defined, and the closest match is selected. 

> Since the keyword recognition process is not as powerful as a scripting language, 

some MX Email configurations may not be reproduced exactly in the HiPath 


The following example illustrates how to migrate content-based routing information. 

Assume that your company has only one SMTP address, info@yourcompany.com, defined on 

the MX Email Server, and that two MX Email pools were created to distribute incoming email 

messages to sales agents (SALES_POOL) and support agents (SUPPORT_POOL). 

Now assume that a script was created to search incoming email messages for the words ‘sales’ 

and ‘support’. Depending on the words found, the email messages are then forwarded to the 

appropriate pool. 

The MX Email routing entries would appears as follows: 

● Email messages from SALES_POOL are assigned to the SALES call type. 

● Email messages from SUPPORT_POOL are assigned to the SUPPORT call type. 

To migrate the content-based routing information to the HiPath ProCenter Email Server, you 

must do the following: 

1. Set up categories for HiPath ProCenter routing. 

2. Ensure that you have created a new corporate email server account, the address of which 

appears in the default email address in the Email Settings dialog box of the Administrator 

application. 

3. Define sales and support categories for sales and support calls: 

● Sales category–Search in the Subject and Body for the word ‘sales’ 

● Support category–Search in the Subject and Body for the word ‘support’ 

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2.8.3 Running the MX Email Migration Utility 

> This procedure must be performed on the HiPath ProCenter 5.1 server machine, not 

To run the MX Email migration utility: 

1. On the Start menu, click Run, then type 

D:\rrserver\tetmxmig 

and then click OK. This launches the MX Email Migration Utility, which will guide you 

through the rest of the migration process. 

2. In the Administration Server box, type the port number and machine name of the HiPath 

ProCenter Administration Server. 

3. In the Server Hostname box, type the hostname for the MX Email Server. 

4. In the Administrator Password box, type the MX Email Administrator password. 

5. In the Transfer Agent Password box, type the MX Email Transfer Agent password. 

6. Click OK. 

7. In the Migration Interval dialog box, type the number of day’s worth of data you want to 

migrate, and then click OK. 

8. When the MX Email migration process is complete and the results are displayed, click OK. 

> After you have migrated your MX Email data, stop the IMC Server on the MX Email 

2.8.4 Deleting Unused Email Tables 

> To delete unused email tables, you must run the dropEmailTables.bat file under the 

on the MX Email Server machine. 

Server machine, and then restart the HiPath ProCenter Email Server using the IT 

Monitor application. 

Informix account. 

After you have completed the migration process, you can delete any email tables that are no 

longer usable in HiPath ProCenter version 5.1. To delete unused email tables: 

On the Start menu, click Run, then type: 

D:\rrserver\dropEmailTables.bat 

and then click OK. Informix executes dropEmailTables.sql, which deletes the unused tables. 

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Upgrading to Standard or Advanced Level Packaging 

> Any errors resulting from the deletion of the unused email tables are displayed in the 

2.8.5 Configuring the Time-out Information 

The HiPath ProCenter Email Server does not use time-out pools. Instead, you must configure 

the routing of your email messages in one of the following ways: 

● Discard timed-out email messages without sending a reply. 

● Redirect email messages to a specified time-out call type. Select the default time-out call 

type in the Email Settings dialog box in the Administrator application. You can override the 

time-out call type on a call type by call type basis. 

To ensure that email messages are not timed out or discarded before they have a chance to be 

answered, ensure that the call step times are adequate. You can even specify that the final call 

step be ‘infinite’ to ensure that the email message does not ever time out. 

> For more information on time-out options, see the HiPath ProCenter Administrator 

2.9 Upgrading to Standard or Advanced Level Packaging 

When you upgrade to HiPath ProCenter version 5.1, your system will be enabled based on the 

features you were licensed for in the previous version. 

This section describes how to upgrade your level of HiPath ProCenter from one of the following: 

● Entry level to Standard 

● Entry level to Advanced 

● Standard level to Advanced 

> You cannot upgrade from Entry level to the Advanced level if you are using a Base 

dropEmtables.out file. 

Guide. 

server machine. The Base server machine does not support the Networked Call 

Center feature. 

Upgrading to another level involves the activation of SID-enabled features for that level. You 

must have purchased the features related to that level before you can upgrade. 

To upgrade from Entry level to Standard or Advanced levels, or from Standard to Advanced 

level, obtain the SID disk, which contains the Standard or Advanced level features that you want 

to enable, from your Siemens contact person. 

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Follow the procedures in the Standard/Advanced level HiPath ProCenter Administrator Guide 

and the Standard/Advanced level Administrator Help to configure the Administrator application 

accordingly. 

> ● 

Upgrading from the Standard/Advanced level of features in Version 3.0 or 4.0 of 

RésuméRouting or HiPath ProCenter to the Entry level of Version 5.1 is not 

supported. 

● Upgrading from the Standard level of features in Version 3.0 or 4.0 of 

RésuméRouting or HiPath ProCenter to the Standard level of Version 5.1 is not 

supported. 

2.9.1 Features Available with Package Levels 

The following table lists the features that are available with the different HiPath ProCenter 

package levels. 

Feature Entry Standard Advanced 

Supervisor Desktops ✔ ✔ ✔ 

Telephony Agents ✔ ✔ ✔ 

Call-by-Call Reporting Agents ✔ ✔ ✔ 

Graphical Reports ✔ ✔ ✔ 

Restricted Reporting Level ✔ ✔ ✔ 

Agent Desktops ✔ ✔ 

Enterprise Manager Desktops ✔ ✔ 

Email Agents ✔ ✔ 

Network Call Center Agents ✔ ✔ 

Call Director ✔ ✔ 

Chat Agents ✔ 

Outbound Agents ✔ 

CRM Agents: Tier 1 ✔ 

CRM Agents: Tier 2 ✔ 

RésuméRouting Advanced ✔ 

SAP Business Rules Integration ✔ 

Siebel Campaign Management ✔ 

Table 2-1 Features Available with HiPath ProCenter Package Levels 

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2.9.2 Upgrading to the Standard or Advanced Level 

This procedure only applies if you want to upgrade from either the Entry or Standard level to 

the Advanced level. 

> The SID features are only enabled for the Standard or Advanced level if the number 

To upgrade to the Standard of Advanced level: 

1. Log on to the HiPath ProCenter Administrator application. 

2. On the Tools menu, click Activate Features. 

3. When prompted, insert the HiPath ProCenter SID disk (provided by Siemens) into drive 

a:, and then click OK to close the ProCenter Administrator dialog box. 

4. In the Feature Activation window, click OK. This verifies system settings and activates 

the listed features. 

5. Click OK to acknowledge the activation of the HiPath ProCenter features. 

6. Exit the Administrator application. 

> When upgrading a Networked Call Center configuration, each site must be 

of agent licenses being enabled for a certain feature is greater than the existing 

number of agent licenses for that feature. For example, if you currently have 15 

active telephony agent licenses, activating ten agents with the Standard or 

Advanced level SID disk will have no impact on the system. You will have to activate 

more than 15 telephony agents with the Standard or Advanced level SID disk for the 

upgrade to have any impact. 

You must find out about the existing number of licenses that you already have 

enabled before having a Standard or Advanced SID disk activated by Siemens. Your 

Siemens contact person can assist you if you are not sure what features or agent 

licenses you currently have enabled. 

upgraded to the same version of the software. 

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Nur für den internen Gebrauch Preparing to Install HiPath ProCenter on a Server Machine 

Planning the Installation 

3 Preparing to Install HiPath ProCenter on a Server 

Machine 

This chapter describes the software and hardware requirements for installing the HiPath 

ProCenter software on a server machine, and provides guidelines for planning the installation. 

3.1 Planning the Installation 

To determine the best network configuration for your site, identify the approximate number of 

agents who will be using HiPath ProCenter, and the approximate call, email, chat, and callback 

rates for your site. To prepare your site, you should: 

● Communicate any new PhoneMail or IVR prompts to your customers 

● Determine which other media types to use, and how those media will affect your call center 

● Schedule formal training for personnel who will configure and maintain HiPath ProCenter 

● If you plan on using the Networked Call Center feature, you may want to consult with the 

other networked sites to: 

● Determine which call types can be serviced across different sites, and the naming 

conventions used for these participating call types. 

● Determine which performance statistics and threshold values to use in the acceptance 

and distribution settings. 

● Determine which traffic statistics to monitor among the networked sites, and the 

participation of the sites at specific times. 

● Ensure that the existing data network shared between your networked sites does not 

have any performance issues. Since the data traffic requirement for the Networked 

Call Center feature is small, the impact on your existing network traffic is minimal. 

However, if your current network performance is unacceptable, you must upgrade the 

data network. 

● If you are using the Call Director application, you should determine who will create the Call 

Director scripts, voice prompts, schemes, and port groups. 

> A Siemens representative may be able to provide you with initial installation, design, 

and configuration services. Contact your Siemens representative for details. 

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Preparing to Install HiPath ProCenter on a Server Machine Nur für den internen Gebrauch 

Planning Contact Routing 

3.2 Planning Contact Routing 

When planning your installation, you must decide how you want HiPath ProCenter to route 

calls, email messages, and chat requests to agents. For example, you must determine how 

long a call, email message, or chat request waits in queue to meet the ideal requirements 

before it can be assigned to a less-qualified agent. 

> For detailed information on planning contact routing, see the HiPath ProCenter 

Administrator Guide. 

When planning telephony routing with HiPath ProCenter, you may want to consider the 

following: 

● Default ACD routing - Determine how you want to handle incoming calls in the event that 

HiPath ProCenter is temporarily unavailable. The best course of action is configure a 

default routing scheme. 

● User extension forwarding - Determine how you want to handle unanswered calls that 

are routed to agents. 

● IVR extension forwarding (IVR Hold Configuration only) - Determine how you want to 

proceed if an IVR extension experiences operating issues. 

● Restoring the IVR - Determine how you want to handle a situation in which no IVRs are 

operational in an IVR configuration. One suggestion is to set up default ACD routing, and 

to configure the switch so that calls can be routed to default ACD queues instead of the 

IVRs. 

● Basic configuration considerations - Determine how you want to handle calls that time 

out. When a call times out in a Basic configuration, HiPath ProCenter can route the call to 

one of the following: 

● The PhoneMail system 

● A user extension (not a HiPath ProCenter agent) 

● A non-HiPath ProCenter ACD group 

● IVR Hold configuration considerations - Determine how you want to handle any error 

codes that are returned from HiPath ProCenter. For more information, see the HiPath 

ProCenter Programming Guide. 

● Agent Roles - Determine the user type and permissions for each agent at your site. For 

example, you should assign the Supervisor user type to agents who are responsible for 

monitoring call and agent performance at your site. 

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Installation Checklist 

● Reporting requirements - Determine how you want to use the Reporter application and 

reports to manage your call center and monitor historical call center data. You may also 

want to consider creating your owen reporting templates to leverage data in the Reporting 

Database. 

> A Siemens representative may be able to provide you with custom reporting 

services. Contact your Siemens representative for details. 

● Networked routing considerations - If you are using the Networked Call Center feature, 

you should decide which call types you want to use in the networked call center. You should 

also define the criteria for accepting calls from other sites, as well as criteria for distributing 

calls to other sites. Some of these decisions may require a collaborative effort among all of 

the networked sites. 

> For detailed information on the Networked Call Center feature, see the HiPath 

ProCenter Administrator Guide. 

3.3 Installation Checklist 

Before you begin, verify that you have each of the items in the following checklist: 

Item Verification 

Machine for HiPath ProCenter 

Windows 2000 Server or Windows Server 2003 CD-ROM 

Blank 3.5-inch disk for backup 

HiPath ProCenter Suite Master Kit CD-ROM 

HiPath ProCenter Suite Service Pack CD-ROM 

HiPath ProCenter Suite Additional Language Documentation CD-ROM 

HiPath ProCenter System Installation Disk (SID) 

Table 3-1 Installation Checklist 

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Installation and Configuration Worksheet 

3.4 Installation and Configuration Worksheet 

Use the following worksheet to record all the relevant information you will need to successfully 

install and configure the HiPath ProCenter software. 

> It is strongly recommended that you print off a copy of this worksheet and have it 

available during the installation and configuration of HiPath ProCenter 

Item Information 

Password 

Information 

Network 

Information 

Switch 

Connectivity 

Information 

Administrator Password:____________________ 

Service Password:____________________ 

Informix Password:____________________ 

Note: If you are installing on a Central Reporting server, ensure that the 

Informix password is the same at all other networked sites. 

HiPath ProCenter server machine: 

Server Domain Name:____________________(rrdomain) 

Server Machine Name:____________________(rrserver) 

Server IP Address:____________________ 

Subnet Mask:____________________ 

Default Gateway:____________________ 

Preferred DNS Server:____________________ 

Alternate DNS Server: ____________________ 

DNS Suffix: ____________________ 

WINS Address:____________________ 

Note: If you are using the Networked Call Center feature, each site must 

use a unique machine name. 

IP Address:192.0.2.25 

Subnet Mask:255.255.255.0 

Note: These settings apply only to the Hicom 300 E and HiPath 4000 

switches. 

Table 3-2 Installation and Configuration Worksheet 

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System Requirements for Server Machines 



Information 

Administration Server:_____________(6000) 

Telephony Server:_____________(6001) 

Routing Server:_____________(6002) 

Statistics Server:_____________(6003) 

Real-Time Server:_____________(6004) 

Watchdog Server:_____________(6005) 

Networking Server:_____________(6006) 

Callback Server:_____________(6007) 

Email Server:_____________(6008) 

Config-Sync Server:_____________(6009) 

Web Collaboration Server:_____________(6020) 

Administrator application:_____________(6050) 

IT Monitor application:_____________(6051) 

Supervisor application:_____________(6052) 

Reporter application:_____________(6053) 

Note: The Networking Server is only used for the Networked Call Center 

feature. 

Table 3-2 Installation and Configuration Worksheet 

3.5 System Requirements for Server Machines 

The following table lists the system requirements for the different types of server machines on 

which you can install the HiPath ProCenter software. 

Machine Type Operating System CPU RAM Disk Space 

Base Server Windows 2000 Server 

with Service Pack 4 or 

Windows Server 2003 

Standard Server Windows 2000 Server 



Enterprise or 

Central Reporting 

Server 

Windows 2000 Server 



Pentium 4 

1.7 GHz or 

Dual Pentium III 

800 MHz 

Dual Pentium 4 

1.7 GHz 

Dual Pentium 4 

1.7 GHz 

Table 3-3 System Requirements for HiPath ProCenter Servers 

512 MB 1 x 18 GB 

RAID 1 optional 

512 MB 2 x 18 GB 


1024 MB 3 x 36 GB 

RAID 0 required 


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Installing and Configuring the Windows Operating System 

Real-Time Server Windows 2000 Server 



HiPath 5000 RSM 

co-resident on 


server machine 

Windows 2000 Server 

with Service Pack 4 

Pentium 4 

1.7 GHz or 

Dual Pentium III 

800 MHz 

Pentium 4 

2.4 GHz 

Table 3-3 System Requirements for HiPath ProCenter Servers 

3.6 Installing and Configuring the Windows Operating System 

Before installing the HiPath ProCenter server software, you must first install and configure the 

Windows operating system on the server machine. 

The version of the Windows operating system you must install differs depending on the type of 

switch to which you are connecting. 

During the Windows installation and configuration process: 

● Ensure that the name of the server machine begins with a letter, contains only letters, 

numbers, or the underscore character, and does not exceed 12 characters. 

● Ensure that Internet Information Services (IIS) is not installed. 

● Ensure that Simple Network Management Protocol is installed. 

● Ensure that Simple TCP/IP Services is installed. 

512 MB 1 x 18 GB 

1024 MB 1 x 36 GB 


Operating System Hicom 300 HiPath 4000 HiPath 5000 Realitis DX 

Windows 2000 Server ✔ ✔ ✔ ✔ 

Windows Server 2003 ✔ 

Table 3-4 Supported Windows Operating Systems by Switch Type 

● Ensure that the Maximize data throughput for network applications option is selected. 

● Ensure that you configure at least one DNS Server, and that the server machine is included 

as a member of the Windows domain. 

> For detailed instructions on how to install the Windows operating system, see your 

Windows documentation. 

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Configuring the Server Machine 

3.7 Configuring the Server Machine 

The following sections describe how to properly configure the server machine for use with 

HiPath ProCenter. 

3.7.1 Partitioning and Formatting the Drives 

The partition size information varies depending on your machine type. Use the following table 

to set up the partitions for the different machines types: 

Drive 

Letter 

C 

Windows 

D 

Application 

E 

Share 

F 

Real-Time 

G 

Reporting 

H 

Call-by-Call 

Base 

Server 

To partition and format the drives: 

Standard 

Server 

1. Open the Computer Management window. 

Enterprise 

Server 

Central 

Reporting Server 

Real-Time 

Server 

2560 MB 2560 MB 2560 MB 2560 MB 2560 MB 

1536 MB 1536 MB 2048 MB 2048 MB ~ Remaining 

2560 MB 2560 MB 2560 MB 2560 MB N/A 

4608 MB 4608 MB 4608 MB 4608 MB N/A 

~ Remaining 6656 MB 6656 MB 20480 MB N/A 

N/A ~ Remaining ~ Remaining ~ Remaining N/A 

I CD-ROM CD-ROM CD-ROM CD-ROM CD-ROM 

Table 3-5 Partition Sizes for Machine Types 

2. In the left pane of the Computer Management window, click Disk Management. 

3. In the right pane of the Computer Management window, right-click the disk space labelled 

Unallocated, and then do one of the following: 

● If you are using Windows 2000 Server, click Create Partition on the shortcut menu. 

This launches the Create Partition Wizard, which will guide you through the rest of 

the process. 

● If you are using Windows Server 2003, click New Partition on the shortcut menu, This 

launches the New Partition Wizard, which will guide you through the rest of the 

process. 

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4. Click Next. The Select Partition Type panel appears. 

5. Click Extended partition, and then click Next. The Specify Partition Size panel appears. 

6. Leave the value in the Amount of disk space to use box unchanged, and then click Next. 

7. Click Finish. You must now reassign the drive letter for the CD-ROM drive. 

8. In the right pane, right-click the disk space labelled CD-ROM, and then do one of the 

following: 

● If you are using Windows 2000 Server, click Change Drive Letter and Path on the 

shortcut menu. Click Edit. In the Assign a drive letter box, select the appropriate 

letter from Table 3-5 on page 3-7 that you want to assign to the CD-ROM drive, and 

then click OK. 

● If you are using Windows Server 2003, click Change Drive Letter and Paths on the 

shortcut menu. Click Change. In the Assign the following drive letter box, select the 

appropriate letter from Table 3-5 on page 3-7 that you want to assign to the CD-ROM 

drive, and then click OK. 

9. When prompted to confirm the changed drive letter assignment, click Yes. You can now 

create and partition the logical drives 

10. In the right pane, right-click the disk space labelled Free Space, and then do one of the 

following: 

● If you are using Windows 2000 Server, click Create Logical Drive on the shortcut 

menu. 

● If you are using Windows Server 2003, click New Logical Drive on the shortcut menu. 

11. Click Next. The Select Partition Type panel appears. 

12. Ensure that Logical drive is selected, and then click Next. The Specify Partition Size 

panel appears. 

13. Clear the value in the Amount of disk space to use box, type the appropriate value from 

Table 3-5 on page 3-7, and then click Next. The Assign Drive Letter or Path panel 

appears. 

14. In the Assign a drive letter box, select D: and then click Next. The Format Partition panel 

appears. 

15. Select the Format this partition with the following settings option, and then do the 

following: 

a) In the File system to use box, select NTFS. 

b) In the Allocation unit size box, select Default. 

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c) In the Volume label box, type the volume label for the drive from Table 3-5 on page 

3-7. 

d) Select the Perform a Quick Format check box. 

e) Click Next. 

16. Click Finish. 

17. Repeat steps 10 to 16 for each of the logical drives you need to create in Table 3-5 on page 

3-7, except for drive c: and the CD-ROM drive. 

18. When you are finished partitioning and formatting the drives, close the Computer 

Management window. 

3.7.2 Updating Your Display Settings 

For best results, we recommend that you set your screen resolution to 1024 by 768 pixels or 

higher, and your color depth to 16-bit color or higher. 

To check your display settings do the following: 

1. Open the Display Properties dialog box. 

2. Click the Settings tab. 

3. Ensure that the color depth is set to 16-bit color or higher. 

4. Ensure that the screen area is set to 1024 by 768 pixels or higher. 

5. Click OK. 

> For detailed information on how to update your video adapter card driver, see your 


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3.7.3 Installing and Configuring a Second Network Adapter Card 

To use HiPath ProCenter with a Hicom 300 E or HiPath 4000 switch, the HiPath ProCenter 

server machine requires physical connections to both the switch and to a LAN port. As a result, 

you must install and configure a second network adapter card. 

> The second network adapter card is only required if you are connecting to a Hicom 

To install and configure a second network adapter card: 

1. On the Start menu, click Shut Down. 

2. Select the Shut down option, and than click OK. 

3. When the computer has completely shut down, insert the second network adapter card into 

the expansion slot. 

7 

300 E or HiPath 4000 switch. If you are connecting to a HiPath 5000 Real-Time IP 

System or installing HiPath ProCenter on a Central Reporting or Real-Time server, 

you can skip this section and proceed to Section 3.7.4, “Installing and Configuring a 

Modem”, on page 3-13. 

Ensure that the adapter card fits into the slot correctly. If it does not fit correctly, 

the card will not be detected during the installation procedure. 

4. Turn on the computer and log on as an Administrator. 


6. In the left pane of the Computer Management window, click Device Manager. 

7. In the right pane of the Computer Management window, double-click Network adapters. 

8. Right-click the network adapter card that you installed, and then click Properties on the 

shortcut menu. A dialog box appears with the name of the network adapter in the title bar. 

9. Click the Services tab, and then click Add. The Select Network Service dialog box 

appears. 

10. Click the Driver tab, and then complete the following steps to install the correct driver: 

a) Click Update Driver. The Upgrade Device Driver Wizard appears. 

b) Click Next. The Install Hardware Device Drivers panel appears. 

c) Ensure that the Search for a suitable driver for my device option is selected, and 

then click Next. The Locate Driver Files panel appears. 

d) If you have the driver file on a CD-ROM or a floppy disk, ensure that you insert the CD- 

ROM or floppy disk. 

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e) Ensure that the Floppy disk drives and CD-ROM drives options are selected, and 

then click Next. The Driver Files Search Results panel appears. 

f) Select the driver that you want to use, and then click Next. 

g) When the installation process is complete, click Finish. 

h) Click Close to close the properties window. 

i) Close the Control Panel window. 

j) When prompted to restart the computer, click Yes. 

k) Remove any CD-ROMs or floppies from their drives. 

7 

11. When the computer restarts, log on as an Administrator. 

12. Open the Network and Dial-up Connections window, right-click the second network 

adapter card, and then click Properties. The properties dialog box for the second network 

adapter card appears. 

13. Under Components checked are used by this connection, select File and Printer 

Sharing for Microsoft Networks, and then click Properties. The File and Printer 

Sharing for Microsoft Networks Properties dialog box appears. 

14. Select the Maximize data throughput for network applications option, and then click 

OK to close the File and Printer Sharing for Microsoft Networks Properties dialog box. 

15. Select Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol 

(TCP/IP) Properties dialog box appears. 

16. Ensure that the Use the following IP address option is selected. 

17. Type the IP address for the switch connectivity from the Installation and Configuration 

Worksheet. 

18. Type the Subnet Mask for the switch connectivity from the Installation and Configuration 

Worksheet. 

19. Click OK. 

If you installed the driver from the Windows CD-ROM, you must remove the 

CD-ROM from the drive before the computer shuts down. If you do not 

remove the CD-ROM, your computer will attempt to restart the Windows 

installation process upon rebooting. 

20. Close the properties dialog box for the network adapter card. 

21. Close the Control Panel window. 

22. Connect the network cable between the LAN port on the switch and the second network 

adapter card that was installed in the server machine. 

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23. Connect the network cable between the local LAN drop for the local network and the first 

network adapter card that was installed in the server machine. 

3.7.3.1 Verifying the TCP/IP Connectivity 

Perform the following procedure on the server machine on which you intend to install HiPath 

ProCenter: 


ping 

where is the Server Machine Name from the Installation and 

Configuration Worksheet, and then press ENTER. This verifies the connection to the 

remote computer or computers. 

The response should be similar to the following: 

Reply from : bytes = 32 time < 10ms TTL = 128 




where is the Server IP Address from the Installation and Configuration 

Worksheet. 


Troubleshooting 

If you are unable to verify the connection with the server machine: 

1. Ensure that the switch and LAN cables are connected. 

2. Ensure that the IP Address of network Card 1 is the same as that on the Installation and 

Configuration Worksheet. 

3. Check the Hosts file to ensure that the server machine name you typed is correct. 

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3.7.3.2 Verifying the Connection to the Switch (Hicom 300 and HiPath 4000 Only) 

To verify that you are able to connect to your desired Hicom 300 or HiPath 4000 switch network: 


ping 192.0.2.25 

and then press ENTER. The response should appear similar to the following: 

Reply from 192.0.2.25: bytes = 32 time < 10ms TTL = 128 






If you are unable to verify the connection to the switch: 

1. Verify that the switch and LAN cables are connected. 

2. Ensure that the IP Address of network Card 1 is the same as that on the Installation and 

Configuration Worksheet. 

3. Ensure that the IP address of the switch, as configured on the second network adapter 

card, is 192.0.2.25 or the applicable IP address for the server, if this IP address is being 

used by another server. 

4. Check that the Connectivity Adapter link status is active. 

3.7.4 Installing and Configuring a Modem 

Prior to installing and configuring your modem, you must do the following 

● Ensure that two modems are attached to the serial ports, and that they are powered from 

the same uninterruptible power supply that is attached to the computer. 

● If you are using the INSYS ONBIT INS 56K PLUS modem (this is the standard modem for 

the International Market), insert the HiPath ProCenter Suite Master Kit CD-ROM into your 

CD-ROM drive and select the MDMYPK56.INF file from the Modem directory. 

● If you plan on using the Callback feature, you must include this dialing prefix when creating 

callback call numbers in the Administrator application. 

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> For detailed information on how to install and configure your modem, see your 

3.7.5 Installing the pcAnywhere Remote Connectivity Software 

If you require remote access to a HiPath ProCenter server, you must install the pcAnywhere 

Remote Connectivity Software version 11. 

7 

3.7.6 Configuring the Paging File Size 

To configure the paging file size: 

1. Open the System Properties dialog box. 

2. Click the Advanced tab, and then do one of the following: 

● If you are using Windows 2000 Server, do the following: 

a) Click Performance Options. 

b) Under Application response, click Background services. 

● If you are using Windows Server 2003, do the following: 

a) Under Performance, click Settings. 

b) Click the Advanced tab. 

c) Under Processor scheduling, click Background services. 

3. Under Virtual memory, click Change. 

4. In the Virtual Memory dialog box, select drive c: and then type 768 in both the Initial size 

(MB) and Maximum size (MB) boxes. 

> If you intend to install the HiPath 5000 Real-Time Services Manager (RSM) on 


Siemens is not responsible for any issues that may occur if you install an earlier 

version of pcAnywhere. For detailed instructions on how to install the pcAnywhere 

Remote Connectivity Software, see your pcAnywhere documentation. 

the HiPath ProCenter server machine, you must type 1531 as the partition size. 

5. Click Set to apply the new paging size, and then click OK. 

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6. When the system informs you that you must restart the computer for the changes to take 

effect, click OK. 

7. Click OK twice to close the open dialog boxes. 

8. When prompted to restart the computer, click Yes. 

3.7.7 Configuring the SNMP Service 

Simple Network Management Protocol (SNMP) is a TCP/IP standard that is used to monitor 

network resources for error messages (severe and warning), server status, server response 

time, and database usage at your site. 

Before you can configure the Simple Network Management Protocol (SNMP) service, you must 

obtain the following information from your system administrator: 

● Contact name, and location of the contact’s computer 

● Community name 

● IP Host or IPX Address 

> The contact name and location of the contact’s computer are required so that the 

> If you receive a message indicating that the page file size may not be large 

To configure the SNMP service: 


2. In the right pane of the Services window, double-click SNMP Service. The SNMP Service 


3. Click the Agent tab. 

enough, click OK to proceed. 

person monitoring the SNMP alerts knows where the machine is located and who to 

contact concerning issues with the machine. 

4. In the Contact box, type the contact name. 

5. In the Location box, type the location of the contact computer. 

6. Under Services, select the check boxes appropriate for the computer, and then click OK. 


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3.7.8 Configuring TAPI for Callbacks 

If you are going to use the Callback feature, you must configure TAPI to handle callbacks. 

To configure TAPI for callbacks: 

1. Open the Phone and Modem Options dialog box. 

2. In the Locations list, select My Location, and then click Edit. The Edit Location dialog 

box appears. 

3. In the Location name box, type the location name. 

4. Under Country/region, select your country. 

5. In the Area Code box, type your area code. 

6. Under Dialing rules, type the numbers required for your telephone. For example, you may 

have to dial ‘9’ to access an outside line. 

7. If necessary, select the To disable call waiting, dial check box, and type the number used 

to disable call waiting. 

8. Select either the Tone or Pulse option. 

9. If you always dial an area code for telephone numbers, click the Area Code Rules tab. 

10. Set the rules for calling within your area code and calling outside your area code. 

> If an area code spans both local and long distance areas, you must configure it 

twice. 

11. If you have created a new rule, click OK to close the New Area Code Rule dialog box. 

12. On the Calling Card tab, review the settings for calling cards. 

13. Click OK to close the Phone and Modem Options dialog box. 

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3.7.9 Configuring RAS for Client Access 

Configuring RAS enables remote HiPath ProCenter client machines to have dial-in access to 

the HiPath ProCenter server machine. 

If your RAS server is a member of a Windows Active Directory domain, the domain 

administrator must add the computer account of this server to the RAS and IAS Servers 

security group in the domain for which this server is a member. 

You must also add the computer account to the RAS and IAS Servers security group by using 

Active Directory Users and Computers, or the following command: 

netsh ras add registeredserver 

where is the Server Machine Name from the Installation and Configuration 

Worksheet, as shown in the example below: 

netsh ras add registeredserver rrserver 

To configure RAS on the HiPath ProCenter server machine: 

1. Open the Routing and Remote Access window. 

2. In the left pane, right-click your local computer, and then click Configure and Enable 

Routing and Remote Access on the shortcut menu. The Routing and Remote Access 

Wizard opens. 

3. Click Next. 

4. From the list of Common Configurations, select Remote access server, and then click 

Next. The Remote Access Server Setup windows appears. 

5. Select Setup an advanced remote access server, and then click Next. The Remote 

Client Protocols dialog box appears. 

6. Ensure TCP/IP appears under the list of protocols, and then click Next. The IP Address 

Assignment dialog box appears. 

7. Click Select from a specified range of addresses, and then click Next. The Address 

Range Assignment dialog box appears. 

8. Click New. The New Address Range dialog appears. 

9. Specify the address range that you want to use for the dial-up clients, and then click OK. 

Click Next. The Managing Multiple Remote Access Services dialog box appears. 

10. Select the No, I don’t want to setup this server to use RADIUS now, and then click Next. 

11. Click Finish. A warning message appears indicating that DHCP relaying will not be 

available. Click OK. The Routing and Remote Access service is started. 

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12. In the left pane, expand your server, right click Ports, and then click Properties on the 

shortcut menu. 

13. In the Port Properties dialog box, highlight the connection device being used by 

pcAnywhere and click the configure button. The Configure Device dialog box appears. 

14. Ensure that none of the boxes are checked. Click OK. Close the Routing and Remote 

Access snap-in. 


16. In the left pane of the Computer Management window, double-click Local Users and 

Groups, and then click Users. 

17. In the right pane of the Computer Management window, double-click the first user who 

can have access to the RAS server. The properties dialog box for that user appears. 

18. Click the Dial-in tab. 

19. Select the Allow access option, and then click OK to close the properties dialog box. 

20. Repeat steps 17–19 for other users who can have access to the RAS server. 

3.7.10 Configuring the Time Service 

It is important that HiPath ProCenter receive time updates from a central location when your 

site is using one or more of the following: 

● One or more external Real-Time servers 

● Multi-site networking 

● Email integration 

● Chat feature 

● Central Reporting feature 

● Voice enabled IVR 

7 

> If you are using a Windows domain controller, and this machine is a member of 

a Windows Active Directory domain, you access the Active Directory Users 

and Computers option instead of the Local Users and Groups option. 

If you are using the email feature, ensure that your corporate email server and the 

HiPath ProCenter server machine are using the same authoritative time service. 

Failure to do so, may result in timestamp mismatches in your email statistics. 

Although the HiPath ProCenter machine is already configured for time synchronization under 

Windows, it requires the configuration of an Authoritative Time Server. 

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Administrators can configure the Time Service on the domain controller operations master at 

the root of the Active Directory forest to recognize an external Simple Network Time Protocol 

(SNTP) time server as authoritative by using the following net time command: 

net time /setsntp: | 

where is the name of the computer and is the TCP/ 

IP address of the computer. 

For example, if you wanted the Authoritative Time Server to use the ntp2.usno.navy.mil 

at 192.5.41.209 time source, then you would issue the following command: 

net time /setsntp:ntp2.usno.navy.mil 

If successful, you should see the following: 

The command completed successfully 

> SNTP defaults to User Datagram Protocol (UDP) port 123. If this port is not open to 

7 

the Internet, you cannot synchronize your server with the Internet SNTP server. 

To handle daylight savings changes correctly, ensure that the Automatically adjust 

clock for daylight saving changes check box is selected in the Date/Time 

Properties dialog box. 

3.7.11 Adding Administrator User Rights 

Before you can use the HiPath ProCenter applications, you need to add and verify certain rights 

for the Administrator. 

To add Administrator user rights: 

1. Open the Local Security Settings window. 

2. In the left pane, double-click Security Settings, then Local Policies, and then User 

Rights Assignment. 

3. To add Administrator user rights, do one of the following: 

● If you are using Windows 2000 Server: 

a) In the Policy list, double-click Replace a process level token. The Local 

Security Policy Setting dialog box appears. 

b) Click Add. The Select Users or Groups dialog box appears.In the Look in box, 

select the local computer name. 

c) In the Names list, select Administrator, and then click Add. 

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Installing and Configuring the Informix Software 

d) Click OK twice, to close the open dialog boxes. 

● If you are using Windows Server 2003: 

a) In the Policy list, double-click Replace a process level token. The Replace a 

process level token Properties dialog box appears. 

b) Click Add User or Group. The Select Users or Groups dialog box appears. 

c) Click Locations. When the Enter Network Password windows appears, click 

Cancel. In the Locations window, select the local computer name, and then click 

OK. 

d) In the Enter the object name to select box, type Administrator, and then 

click OK twice to close the open dialog boxes. 

4. In the Policy list, double-click Increase quotas (Windows 2000 Server) or Adjust 

memory quotas for a process (Windows Server 2003) and ensure that the Administrator 

user is included in the list. If the Administrator user is not included in the list, follow steps 

steps b–d in step 3 above. 

5. In the Policy list, double-click Act as part of the operating system and ensure that the 

Administrator user is included in the list. If the Administrator user is not included in the list, 

follow steps steps b–d in step 3 above. 

6. Close the Local Security Settings window. 

3.8 Installing and Configuring the Informix Software 

Before you can install the HiPath ProCenter server components, you must install and configure 

the Informix software. 

> If you are installing HiPath ProCenter software on a Real-Time server machine, you 

can skip this section and proceed to Section 4.3, “Installing on a Real-Time Server 

Machine”, on page 4-9. 

3.8.1 Installing the Informix Software 

To install the Informix software: 

1. Log on to the computer as an Administrator. Only users with administrative rights can 

install the Informix software. 



I:\rrinformix\setup 

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and then click OK. This launches the HiPath ProCenter System Setup Wizard, which 

updates your Hosts file and creates shared folders on the server machine. 

> If the Setup program detects a previous version of the Informix software, you will 

4. Click Next. The Server Address panel appears. 

5. Verify that the IP address for the server machine is correct, and then click Next. The 

CallBridge Admin Server panel appears. 

6. Verify that the IP address for the CallBridge Admin server is correct, and then click Next. 

The HiPath ProCenter System Setup Complete panel appears. 

> If you are installing Informix software on a Central Reporting server machine, 

be prompted to upgrade. Click OK and follow the remainder of the instructions 

in this section. 

type the local IP address of the Central Reporting server machine. 

7. Click Finish. This launches the Informix Software Setup Wizard, which will guide you 

through the Informix software installation. 

8. Click Next. The User Information panel appears. 

9. Type your name and the name of your organization in the provided fields, and then click 

Next. The Administrator Information panel appears. 

10. Type your user name and password in the provided fields, and then click Next to continue. 

The Informix Password panel appears. 

11. Type a password for Informix in the provided fields, and then click Next to continue. 

12. The system prompts you to specify whether you are installing Informix on a Central 

Reporting server. Do one of the following 

● If you are installing Informix on a Central Reporting server, click Yes. 

● If you are not installing Informix on a Central Reporting server, click No 

The Informix Server configuration parameters are established based on your response. 

13. When the Setup program has finished installing the Informix components, the IBM 

Informix Setnet32 dialog box appears. Do the following: 

a) Click the Environment tab. 

b) In the list of environment variables, select INFORMIXDIR. 

c) In the Edit Environment Variable box, type D:\informix, and then click Set. 

d) In the list of environment variables, select INFORMIXSQLHOSTS. 

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e) In the Edit Environment Variable box, type the name of your server as follows: 

\\ 


Configuration Worksheet 

f) Click Set. 

g) Ensure that the Use my settings check box is selected. 

h) Click the Server Information tab. 

i) In the Informix Server box, select ol_, where is the 

Server Machine Name from the Installation and Configuration Worksheet. 

j) Click Make Default Server. 

k) Click the Host Information tab. 

l) In the User Name box, type informix. 

m) In the Password Option list, select Password. 

n) In the Password box, type the Informix password you created. 

o) Click Apply. 

p) When prompted to define a new host, click OK. 

q) To close the Informix Setnet32 dialog box, click OK. 

14. When the installation process is complete, click Finish. 

15. Close any open windows, and restart the computer. 

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3.8.2 Verifying the Informix Software Installation 

Perform this procedure on the machine on which the Informix database server is installed: 


2. In the right pane of the Services window, double-click Informix Dynamic Server 

Message Service. The Informix Dynamic Server Message Service Properties dialog 

box appears. 

3. In the Startup type list, select Manual, and then click OK. 

4. On the Action menu, click Start. 

5. Close the Services window. Please wait for the Informix Dynamic Server Message Service 

to start before proceeding. 


onstat -r 

and then press ENTER. This displays information about the Informix Server environment. 

The first line indicates the Informix application mode, and should read On-Line. To stop 

the onstat process, press CTRL+C. 

7. To view the log file. type the following on the command line: 

notepad D:\informix\ol_.log 


Configuration Worksheet. This log file displays any server errors describes what happened 

when the server started. 



If the Informix Dynamic Server application cannot be initialized, do the following: 

1. Ensure that the INFORMIXDIR and INFORMIXSERVER environment variables are set 

correctly. 

2. Check the format of the Hosts file. 

3. Check that the INFORMIXSERVER value is declared to be the default server by verifying 

it through the SetNet32 utility. 

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3.8.3 Upgrading the Administrator ID 

The Administrator ID is required for the ProCenter service and must be given the proper user 

rights so that the HiPath ProCenter runs properly. 

To upgrade the Administrator ID on a Windows 2000 Server machine: 


2. In the left pane of the Computer Management window, double-click Local Users and 

Groups, and then click Groups. 

3. In the right pane of the Computer Management window, double-click Administrators. 

The Administrators Properties dialog box appears. 

4. Click the Member Of tab and ensure that your name appears in the list. If it does not, do 

one of the following: 


a) Click Add. The Select Users or Groups dialog box appears. 

b) In the Look in box, select the local computer name. 

c) Select your user name from the list, and then click Add. 

d) Click OK twice to close the open dialog boxes. 


a) Click Add. The Select Users, Computers, or Groups dialog box appears. 

b) Click Locations. When the Enter Network Password windows appears, click 


OK. 

c) In the Enter the enter object name to select box, type your user name, and then 

click OK twice to close the open dialog boxes. 

> If you change the Administrator password, remember to change the password 

in the HiPath ProCenter Startup Configuration dialog box during the 

installation. 

5. In the left pane, under Local Users and Groups, click the Users folder. 

6. In the right pane, double-click Administrator. The Administrator Properties dialog box 

appears. 

7. Click the Member Of tab and ensure that Informix-Admin appears in the list. If it does not, 

do one of the following: 


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a) Click Add. The Select Groups dialog box appears. 

b) Select Informix-Admin from the list, and then click Add. 

c) Click OK twice to close the open dialog boxes. 


a) Click Add. The Select Users, Computers, or Groups dialog box appears. 



OK. 

c) In the Enter the enter object name to select box, type Informix-Admin, and 

then click OK twice to close the open dialog boxes. 

8. Leave the Computer Management window open to perform the procedures in Section 

3.8.4, “Creating a Service ID” 

3.8.4 Creating a Service ID 

The Service ID is required for specific users who must log on to the system to perform general 

maintenance tasks. 

To create a Service ID: 

1. In the left pane, under Local Users and Groups, click the Users folder 

2. On the Action menu, click New User. The New User dialog box appears. 

3. In the User name box, type ServiceID. 

4. In the Password box, type the Service Password from the Installation and Configuration 

Worksheet, and then re-type the password in the Confirm Password box. 

> The password is case-sensitive. For security reasons, the New User window 

5. Clear the User must change password at next logon check box. 

6. Select the Password never expires check box. 

7. Click Create. 

does not display the password when you type it. This password must be 

communicated to the Siemens support personnel for service access. 

8. Click Close to close the New User dialog box. 

9. In the right pane, double-click ServiceID. The ServiceID Properties dialog box appears. 

10. Click the Member Of tab, and then do one of the following: 

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b) Select Administrators from the list, and then click Add. 

c) Select Informix-Admin from the list, and then click Add. 

d) Click OK twice to close the open dialog boxes. 





OK. 

c) In the Enter the enter object name to select box, type Administrators and 

Informix-Admin, and then click OK twice to close the open dialog boxes. 

Leave the Computer Management window open to perform the procedures in Section 3.8.5, 

“Creating an Installation ID”. 

3.8.5 Creating an Installation ID 

The Installation ID is required for specific users who must log on to the system to perform tasks 

related to the installation. 

To create an Installation ID: 

1. In the left pane of the Computer Management window, under Local Users and Groups, 

click the Users folder 

2. On the Action menu, click New User. The New User dialog box appears. 

3. In the User name box, type install. 




5. Ensure that the User must change password at next logon check box is not selected. 





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Configuring the Connection to the Switch 

Leave the New User dialog box open to perform the procedures in Section 3.8.6, “Creating an 

rrclientinstallation ID”. 

3.8.6 Creating an rrclientinstallation ID 

The rrclientinstallation ID is required for specific users who must log on to the system to perform 

tasks related to the client installation. 

To create a rrclientinstallation ID: 

1. With the New User dialog box open, type rrclientinstall in the User name box. 



3. Ensure that the User must change password at next logon check box is not selected. 



6. Click Close to close the New User dialog box. 

3.9 Configuring the Connection to the Switch 

The connections required by the server machine and the manner in which you configure the 

switch depends on the type of switch that HiPath ProCenter will be working with. 

> If you are installing HiPath ProCenter software on a Real-Time server machine, you 




can skip this section and proceed to Section 4.3, “Installing on a Real-Time Server 

Machine”, on page 4-9. 

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3.9.1 Configuring the Connection to the Hicom 300 E Switch 

If you are connecting to a Hicom 300 E switch, you must configure certain commands in the 

switch to ensure that your CallBridge configuration works correctly. 

Depending of your switch type, you must activate the AMO APC and REST to load the ACM. 

Use the RMX command line to enter the following commands. 

To assign TCP/IP addresses to logical names: 

192.0.2.25 = Fix address for CallBridge CSTA 

55 = Application number (Example) 

PROCID5 = logical name, must add in the CSTA-Appl. 

(PBX Link Number=5) 

ADD-CPTP:TYPE=DPCON,NO=55,DPPROC="PROCID5",IPNO="192.0.2.25"; 

To create a connection between the Switch-Task and Server-Application: 

ADD-CPTP:TYPE=APPL,NO=55,EMSAPPL="ACM55",DPPROC="PROCID5",DPAPPL="APPL55", 

MSGBASED=YES,LOCPORT=102,FARPORT=102,LOCTSAP="ACM55",FARTSAP="APPL55"; 

To add the ACL-Manager configuration: 

ADD-ACMSM:UNIT=A1,APPLNO=55,TYPE=ACLAPPL,ACLAPPL="APPL55",PBDAPPL="ACM55", 

PROCID="PROCID5",ACCESS=CB,PASSWD="CSTAGW",PACKAGE=Y,MAXSBYTE=1020, 

MAXRBYTE=1020; 

To add DVA-Application with AMO DAPPL: 

ADD-DAPPL:APPLNO=55,APPLDP="APPL55 ",NAME="APPLICATION_55"; 

CHANGE- 

DAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=ACCOUNT&AGASSIGN&AGENT&BLOCKED&BUSY; 

CHANGE- 

DAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=ABANDON&QUEUED&REDIRECT&CONF&CONSULT; 

CHANGE-DAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=DIAL&EXT&HOLD&IDLE&LOGON; 

CHANGE-DAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=RING&RINGBACK&RCGDISC&RCGSEL&TALK; 

CHANGE-DAPPL:CTYPE=MONCB,APPLNO=55,SUBAPPL=D25,GLOBAL=RCG; 

To save the configuration: 

EXEC-UPDAT:UNIT=BP,SUSY=ALL; 

EXEC-UPDAT:UNIT=A1,SUSY=ALL; 

To activate the ACL Manager and execute a reload, do the following: 

For switches with separated ADS- and SWU-Processors: 

ACTIVATE-APC:APPL="ACM",SERVER="ADS",MEMORY=BP; 

EXEC-REST:TYPE=UNIT,UNIT=A1,RSLEVEL=RELOAD; 

For switches with a monoprocessor: 

ACTIVATE-APC:APPL="ACM",SERVER="SWU",MEMORY=BP; 

EXEC-REST:TYPE=UNIT,UNIT=BP,RSLEVEL=RELOAD; 

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3.9.2 Configuring the Connection to the HiPath 4000 Switch 

If you are connecting to a HiPath 4000 switch, you must configure certain commands in the 

switch to ensure that your CA4000 configuration works correctly. 

Depending of your switch type, you must activate the AMO APC and REST to load the ACM. 

Use the RMX command line to enter the following commands. 

To assign TCP/IP addresses to logical names: 

192.0.2.25 = Fix address for CallBridge CSTA 

55 = Application number (Example) 

PROCID5 = logical name, must add in the CSTA-Appl. 

(PBX Link Number=5) 

ADD-CPTP:TYPE=DPCON,NO=55,DPPROC="PROCID5",IPNO="192.0.2.25"; 

To create a connection between the Switch-Task and Server-Application: 

ADD-CPTP:TYPE=APPL,NO=55,EMSAPPL="ACM55",DPPROC="PROCID5",DPAPPL="APPL55", 

MSGBASED=YES,LOCPORT=102,FARPORT=102,LOCTSAP="ACM55",FARTSAP="APPL55"; 

To add the ACL-Manager configuration: 

ADD-ACMSM:UNIT=A1,APPLNO=55,TYPE=ACLAPPL,ACLAPPL="APPL55",PBXAPPL="ACM55", 

PROCID="PROCID5",ACCESS=CB,PASSWD="CSTAGW",PACKAGE=Y,MAXSBYTE=1020, 

MAXRBYTE=1020; 

To add DVA-Application with AMO XAPPL: 

ADD-XAPPL:APPLNO=55,APPLDP="APPL55 ",NAME="APPLICATION_55"; 

CHANGE- 

XAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=ACCOUNT&AGASSIGN&AGENT&BLOCKED&BUSY; 

CHANGE- 

XAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=ABANDON&QUEUED&REDIRECT&CONF&CONSULT; 

CHANGE-XAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=DIAL&EXT&HOLD&IDLE&LOGON; 

CHANGE-XAPPL:CTYPE=SUBAPPL,APPLNO=55,SUBAPPL=D25,ADDEVT=RING&RINGBACK&RCGDISC&RCGSEL&TALK; 

CHANGE-XAPPL:CTYPE=MONCB,APPLNO=55,SUBAPPL=D25,GLOBAL=RCG; 

To save the configuration: 

EXEC-UPDAT:UNIT=BP,SUSY=ALL; 

EXEC-UPDAT:UNIT=A1,SUSY=ALL; 

To activate the ACL Manager and execute a reload, do the following: 

For switches with separated ADS- and SWU-Processors: 

ACTIVATE-APC:APPL="ACM",SERVER="ADS",MEMORY=BP; 

EXEC-REST:TYPE=UNIT,UNIT=A1,RSLEVEL=RELOAD; 

For switches with a monoprocessor: 

ACTIVATE-APC:APPL="ACM",SERVER="SWU",MEMORY=BP; 

EXEC-REST:TYPE=UNIT,UNIT=BP,RSLEVEL=RELOAD; 

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3.9.3 Installing and Configuring the CallBridge Software (Hicom 300 E) 

7 

You must uninstall any previous versions of the CallBridge software before 

proceeding with this installation. 

To install and configure the CallBridge software for the Hicom 300 E switch: 



I:\CallBridge\V41_KV015\setup 

and then click OK. This launches the CallBridge for WorkGroups Setup Program, which 

will guide you through the rest of the installation. 

3. Click Next. The Registration panel appears. 


Next. The Select Program Folder panel appears. 

5. Accept CBGateway as the default name for the program folder, and then click Next. The 

Choose Installation Drive panel appears. 

6. In the Disk Drive box, type D: as the installation drive on which to install CallBridge, and 

then click Next. The Check Setup Information panel appears. 

7. Review the list of components you have selected to install, and then click Next to begin 

copying the files. 


9. On the Start menu, point to Programs, then CBGateway, and then click CbAdmin. The 

CallBridge - CbAdmin window appears. 

10. On the Configuration menu, click CallBridge. The CallBridge Configuration dialog box 

appears. 

11. If necessary, change the PBX Link Number and PBX Sub-App Number values to the 

values you have been assigned, and then click Update. 

12. When prompted to confirm the changes, click Yes. 

13. On the Configuration menu, point to CSTA App, and then click App 1. The CSTA 

Application 1 Configuration box appears. 

14. If necessary, configure the port information for your machine, and then click Update. 


16. On the File menu, click Exit CB-Admin. 

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3.9.4 Installing and Configuring the CallBridge Software (HiPath 4000) 

7 

To install and configure the CallBridge software for the HiPath 4000 switch: 



I:\CallBridge\V6.0.1.2\setup 

and then click OK. This launches the Installation Wizard for CA4000 6.1.0.2, which will 

guide you through the rest of the installation. 

3. Click Next. The Customer Information panel appears. 


Next. The Choose Destination Location panel appears. 

5. Click Browse. In the Path box, specify D:\ as the drive on which to install the CallBridge 

software, and then click OK. 


You must uninstall any previous versions of the CallBridge software before 


7. When the installation process is complete, click Finish. The Connectivity Adapter 

Administration Startup dialog box appears. 

8. In the Name box, type the name of the PBX driver you want to create, and then click Install. 

9. When the system informs you that the installation was successful, click OK. 

10. Select the PBX driver you want to configure, and click Configure. The CA4000 - 

Connectivity Adapter Administration window appears. 

11. On the Configuration menu, click Connectivity Adapter. The Connectivity Adapter 

Configuration dialog box appears. 

12. If necessary, change the PBX Link Number, PBX Sub-App Number, and IP address of 

the PBX to the values you have been assigned, and then click Update. 



15. In the right pane of the Services window, select Connectivity Adapter. 

16. On the Action menu, click Start. The Connectivity Adapter Link Status window 

appears, displaying the status of the PBX link. 


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Preparing the server machine to connect to a HiPath 5000 switch 

18. On the Configuration menu, point to CSTA 3 App, and then click New. The CSTA 

Application 1 Configuration dialog box appears. 

19. Configure the port information for your machine, and then click Create. 


21. On the File menu, click Exit. 

3.10 Preparing the server machine to connect to a HiPath 5000 switch 

If you plan on connecting the server machine to a HiPath 5000 switch, you must: 

● Install the HiPath 5000 Real-Time Services Manager (RSM) on a server machine 

● Configure the HiPath 5000 Real-Time Services Manager (RSM) server machine 

● Configure the connection between the Real-Time Services Manager (RSM) server 

machine and the Survivable Media Gateway (SMG) 

3.10.1 Installing HiPath 5000 RSM Software on the Server Machine 

> This procedure assumes that you are installing the HiPath 5000 RSM Server 

If you are connecting to a HiPath 5000 Real-Time IP System, you must install the HiPath 5000 

RSM Server software on either the HiPath ProCenter server machine or on a dedicated server 

machine. 

> This section describes how to install the HiPath 5000 RSM Server software on the 

To install the HiPath 5000 Real-Time Services Manager (RSM) software: 

7 

software on a HiPath ProCenter server machine and that your system is running 

Windows 2000 Server and meets the co-residency system requirements as 

described in Section 3.5, “System Requirements for Server Machines”, on page 3-5. 

the same server machine on which you intend to install HiPath ProCenter. For 

instructions on how to install the software on a dedicated server machine, see your 

HiPath 5000 documentation. 

These instructions are based on the SMR 7release of the HiPath RSM 5000 

software. If you are installing a different version of the software, the installation 

procedure may differ slightly. 


install the HiPath 5000 RSM software. 

2. Insert the HiPath 5000 RSM CD-ROM into the CD-ROM drive. 

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x:\BasisPkt\isscript.msi 

where x is your CD-ROM drive letter, and then click OK. Follow the instructions in the 

wizard to install ISScript. 


x:\setup.exe 

where x is your CD-ROM drive letter, and then click OK. This launches the HiPath 5000 

RSM Server Installation Wizard, which will guide you through the HiPath 5000 RSM 

installation. 

5. Select a language for the installation. 

6. Click Install/Update Server. 

7. Click Install Subcomponents. 

> Ignore the warning advising you to Install all the Server Components 

8. Click HiPath TAPI 170. When the Setup program prompts you to confirm that you want to 

install the HiPath TAPI 170 software, click OK. This launches the TAPI 170 Setup Wizard, 

which will guide you through the HiPath TAPI 170 installation. 

a) Click Next. The Setup Type panel appears. 

b) Select Custom, and then click Next. The Custom Setup panel appears. 

c) Ensure that only the following components are selected: 

● CMD 

● CSP 

● CCMC 

and then click Next. The Ready to Install the Program panel appears. 

d) Click Install. The Setup program installs the HiPath TAPI 170 component on your 

computer. 

e) When prompted to configure the CCMC, CMD, and CSP setting, accept the defaults. 

You will configure these settings later in the guide. 

> When the Setup program informs you that the CCMCService could not be 

Including GetAccount and PCM. This step is only required if you are installing 

the HiPath 5000 RSM on a dedicated server machine. 

started, click OK. 

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f) Click Finish. 

9. Click HiPath 3000/5000 Manager I. The Setup program installs the HiPath 3000/5000 

Manager I component on your computer. 

10. Click HiPath 3000/5000 Manager E. The Setup program installs the HiPath 3000/5000 

Manager E component on your computer. 

11. Click HiPath 5000 RSM-Server. This launches the HiPath 5000 RSM-Server Wizard, 

which will guide you through the HiPath 5000 RSM Server installation. 

a) Click Next. The Customer Information panel appears. 

b) Type your name and the name of your organization, and then click Next. The Setup 

Type panel appears. 

c) Select Custom, and then click Next. The Custom Setup panel appears. 

d) Ensure that only the DB Feature Server component is selected, and then click Next. 

The Ready to Install the Program panel appears. 

e) Click Install. The Setup program installs the HiPath 5000 RSM server component on 

your computer. 

f) Click Finish. 

12. Click Previous. 

13. Click Exit. 

14. Restart the computer. 

> You must configure the switch using the HiPath 3000/5000 Manager E application. 

For detailed information, see your HiPath 5000 documentation. 

3.10.2 Configuring the HiPath 5000 Real-Time Services Manager (RSM) 

After you have installed the HiPath 5000 RSM software and restarted the server machine, you 

must configure the HiPath 5000 RSM server machine. 

1. Start the HiPath 3000/5000 Manager E application. 

2. On the File menu, point to HiPath 5000 RSM/AllServe, then Transfer, and then click 

HiPath 5000 RSM/AllServe Server. The Transfer dialog box appears. 

3. Click Find, and locate the name of the server machine on which you installed the HiPath 

5000 RSM software. 

4. Click Server -> Manager. This downloads the switch database configuration file used by 

the HiPath 5000 RSM to your computer. Click OK to close the dialog box. 

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5. On the File menu, point to HiPath 5000 RSM/AllServe, then New, and then click HiPath 

3000 Node. The Enter Source dialog box appears. 

6. Select the load from system option, and then click Finish. The Transfer dialog box 

appears. 

7. Under Access, select the IP - HiPath option, and then type the IP address of the switch. 

8. Select the Read/write database option, and then click System -> PC. This downloads the 

switch database configuration file to the HiPath 5000 RSM server machine. Click OK to 

close the dialog box. 

9. On the File menu, point to HiPath 5000 RSM/AllServe, then Transfer, and then click 

HiPath 5000 RSM/AllServe Server. The Transfer dialog box appears. 

10. Under Add/delete node, click Add node. When the system informs you that a new .kds 

has been found, click Yes. Click OK to close the dialog box. 

3.10.3 Configuring the connection to the Survivable Media Gateway 

If you are connecting to a HiPath 5000 Real-Time IP System, you must configure the CSP 

connection between the HiPath 5000 RSM server machine and the Survivable Media Gateway 

(SMG). 

To configure the connection between the HiPath 5000 RSM server machine and the SMG: 

1. Open the Control Panel window and click the first CSTA Message Dispatcher icon. The 

CMD - Configuration dialog box appears. 

2. On the General tab, ensure that HiPath 3000/5000 V4.0 is selected in the System box. 

3. On the Assignment tab, click Add. 

4. Select the node located by the CCMC service. Ensure that the Trace option is selected, 

and then click Add. 

> The communication port number used by the CMD to connect to the node or 

switch is set to 7001 by default and cannot be changed. The first monitored 

CMD IP port used by the CSP is set to 8001 and increments accordingly. 

5. Click OK to close the window. When prompted to save your changes in the database, click 

Yes. 

6. Open the Control Panel window and click the second CSTA Message Dispatcher icon. 

The CSP - Configuration dialog box appears. 

7. On the General tab, ensure that the value in the Listener port box is set to 8800. 

8. On the CSP Mode tab, ensure that only the Send device ID as dialing number option is 

selected. 

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Preparing for Blue Pumpkin Integration 

9. On the Advanced tab, change the value in the CSTA invoke timeout box to 30, and 

ensure the Trace option is selected. 

10. On the Assignment tab, click Add. 

11. Select the node you added during the CMD configuration, and then click Add. 

12. On the License tab, type in the license key required to access the CSTA Service Provider. 

13. Click OK to close the window. When prompted to save your changes in the database, click 

Yes. 

14. Restart the CMD and CSP services. 

> It is strongly recommended that you use the CSTA Browser to test the connection. 

3.11 Preparing for Blue Pumpkin Integration 

> If you do not intend to implement Blue Pumpkin integration, you can skip this section 

> For detailed information regarding the license key, see your HiPath 5000 

To prepare for Blue Pumpkin integration, you must do the following: 

● Ensure that the HiPath ProCenter server machine and the Blue Pumpkin machine belong 

to the same domain. 

● Ensure that the Blue Pumpkin machine has access to the network directory. 

● Ensure that the Blue Pumpkin machine has access to the ShareData folder on the HiPath 

ProCenter machine. This is the directory in which the XML data is stored. 

> For detailed instructions on how to set the share permissions and security 

documentation. 

For detailed instructions, see your HiPath 5000 documentation. 

and proceed to Section 3.12, “Installing the Workforce Planner and Schedule API”. 

properties for the ShareData folder, see Section 5.9, “Setting Share Permissions 

and Security Properties”, on page 5-18. 

● Ensure that you specify the exact path to the XML directory on the Blue Pumpkin machine, 

such as: 

\\BluePumpkinMachine\XMLOutput\ 

You cannot use a mapped networked drive. 

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Installing the Workforce Planner and Schedule API 

● Ensure that the HiPath ProCenter machine can write the XML data to the designated folder 

on the Blue Pumpkin machine. 

3.12 Installing the Workforce Planner and Schedule API 

> If you do not intend to use the Workforce Planner and Schedule API, you can skip 

To install the Workforce Planner and Schedule API: 



I:\BluePumpkin\WPSAPI\setup 

and then click OK. This launches the Workforce Planner and Schedule API Wizard, 

which will guide you through the rest of the installation. 


this section and proceed to Section 3.13, “Installing and Configuring the Dialogic 

System Software”. 

4. In the Setup Type panel, select Microsoft SQL Server, and then click Next. 

5. In the Enter Text panel, type the name of your Microsoft SQL Server, and then click Next. 

This is the server on which Blue Pumpkin is installed. 

6. In the Choose Destination Location panel, click Browse, and then select the drive on 

which your HiPath ProCenter applications are installed. Click OK, and then click Next. 



8. When the installation process is complete, ensure that No, I will restart my computer 

later option is selected, and then click Finish. 

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Installing and Configuring the Dialogic System Software 

3.13 Installing and Configuring the Dialogic System Software 

The version of the Dialogic system software you must install differs depending on your 

operating system. 

3.13.1 Installing the Dialogic System Software (Windows 2000 Server) 

7 

To install the Dialogic system software for Windows 2000 Server: 

> This procedure assumes you are using Windows 2000 Server, a Hicom 300 switch 

You must uninstall any previous versions of the Dialogic system software before 


or Call Director, and have not already installed the Dialogic board. If you have 

installed the Dialogic board, please remove it before proceeding. 

1. Insert the HiPath ProCenter Suite Service Pack CD-ROM into the CD-ROM drive. 

2. On the Start menu, click Run, and then type: 

I:\Dialogic 5.1.1\setup.exe 

and then click OK. This launches the Dialogic Setup program, which will guide you through 

the rest of the installation. 

3. Click Next. When prompted whether you want to view the Release Guide, click No. The 

License Agreement panel appears. 

4. After you have read the license agreement, click Yes. The Registration panel appears. 

5. Type your name and the name of your organization, and then click Next. The Setup 

Options panel appears. 

6. Select the Custom setup type. The Custom Component Selection panel appears. 

7. Ensure that only the following options are selected: 

● Drivers, Firmware & Configuration Files 

● Sample Programs 

and then click Next. The Destination Location panel appears. 

8. Click Browse. In the Path box, specify D:\ as the drive on which to install the Dialogic 

system software, and then click OK. 

9. Click Next. The Program Group Folder panel appears. 

10. Accept Intel Dialogic System Software as the default name for the program folder, and 

then click Next. The Setup Options Summary panel appears. 

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12. When the installation is complete, the Please Make Your Selection Now panel appears. 

Clear the View Release Guide check box, and then click Next. 

13. When the Setup Complete panel appears, select the Yes, I want to restart my computer 

now option, and then click OK. 

14. When the computer restarts, do the following: 

a) On the Start menu, click Run, and then type: 

I:\Dialogic 5.1.1 SP1\setup.exe 

and then click OK. This launches the Dialogic Service Pack Setup program, which will 

guide you through the rest of the installation. 

b) Click Next. The License Agreement panel appears. 

c) After you have read the license agreement, click Yes. The Customer Information 

panel appears. 

d) Type your name and the name of your organization, and then click Next. The Start 

Copying Files panel appears. 

e) To begin copying the files, click Next. When the Setup program informs you that the 

files have been backed up, click OK. 

f) When the Setup Complete panel appears, select the No, I will restart my computer 

later option, and then click Finish. 

g) If you plan on using the Call Director application or connecting to a Hicom 300 E 

switch, you must shut down the computer to install and configure the Dialogic board. 

> For detailed instructions on how to install and configure the Dialogic board, see 

Section 3.14, “Installing and Configuring Dialogic Boards”, on page 3-41. 

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3.13.2 Installing the Dialogic System Software (Windows Server 2003) 

7 

To install the Dialogic system for Windows Server 2003: 

> This procedure assumes you are using Windows Server 2003, Call Director, and 

You must uninstall any previous versions of the Dialogic system software before 


1. Insert the HiPath ProCenter Suite Service Pack CD-ROM into the CD-ROM drive. 


I:\Dialogic SR 6.0\setup 

and then click OK. This launches the Dialogic Setup program, which will guide you through 

the rest of the installation. 

3. Click Next. The Customer Information panel appears. 


Next. The Choose Destination Location panel appears. 

5. Click Browse. In the Path box, specify D:\ as the drive on which to install the Dialogic 

system software, and then click OK. 

6. Click Next. The Select Components panel appears. 

7. Select the Core Runtime Package option, and then click Next. 

8. When the system informs you that third party software will be installed and prompts you to 

continue with the installation, click Yes. 

9. Accept Intel Dialogic System Release 6.0 PCI as the default name for the program folder, 

and then click Next. The Start Copying Files panel appears. 



11. When the Setup Complete panel appears, select the No, I will restart my computer later 

option, and then click Finish. 

12. If you plan on using the Call Director application, you must shut down the computer to 

install and configure the Dialogic board. 

> For detailed instructions on how to install and configure the Dialogic board, see 

have not already installed the Dialogic board. If you have installed the Dialogic 

board, please remove it before proceeding. 

Section 3.14, “Installing and Configuring Dialogic Boards”, on page 3-41. 

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Installing and Configuring Dialogic Boards 

3.14 Installing and Configuring Dialogic Boards 

If you plan on using the Call Director application or connecting to a Hicom 300 E switch, you 

must install and configure a Dialogic board. 

> If you do not plan on using the Call Director application or connecting to a Hicom 300 

3.14.1 Installing the Dialogic Four-Port Analog Board(s) 

HiPath ProCenter supports the following Dialogic four-port analog boards: 

● D/41JCT-LS 

● D/4PCI (Windows 2000 Server Only) 

You can use an analog Dialogic board as the heartbeat card for the Hicom 300 E switch or for 

the Call Director application. 

To install the Dialogic four-port analog board(s): 

1. Set the ID settings on the analog board(s) as follows: 

● If you have one four-port analog board installed, set the board ID to one. 

> If you plan on also installing a 24-port digital board, you must set the analog 

switch, you can skip this section. 

board ID to two. 

● If you have two four-port boards installed, set the first board ID to one, and the second 

board ID to two. 

● If you have three four-port boards installed, set the IDs for the first and second boards 

as mentioned above, and set the third board ID to three. 

2. Follow the Dialogic installation instructions included with the analog board to install the 

board in the server machine. 

> If you plan on installing multiple JCT series Dialogic boards, you must daisy 

chain the boards together using a CTI bus cable and terminate the boards. For 

detailed instructions, see your Dialogic documentation. 

3. Insert the Dialogic board into PCI slot two. 

4. Connect the Dialogic board to the assigned analog board(s) in the switch. 

5. Restart the computer, and then do one of the following: 

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● If you are installing the Dialogic board on a machine that is running Windows 2000 

Server, do the following: 

a) When the Found New Hardware Wizard appears, click Cancel. 

b) On the Start menu, point to Programs, then Intel Dialogic System Software, 

and then click Configuration Manager – DCM. The Intel Dialogic 

Configuration Manager window appears. 

c) On the Service menu, point to Startup Mode, and then click Automatic. 

d) On the Service menu, click Start Service. 

e) On the File menu, click Exit. 

● If you are installing the Dialogic board on a machine that is running Windows Server 

2003: 

a) When the Found New Hardware Wizard appears, select the Install from the list 

or specific location (Advanced) option, and then click Next. The Choose your 

search and installation options panel appears. 

b) Select the Search for the best driver in these locations option and the Include 

this location in the search checkbox. Click Browse, select the driver from the 

D:\Dialogic\driver directory, and then click Next. 

c) When the Security Alert - Driver Installation message box appears, click Yes. 

d) When the driver installation is finished, click Finish. 

e) On the Start menu, point to All Programs, then Intel Dialogic System Release 

6.0 PCI, and then click Configuration Manager – DCM. The Configuration 

Manager window appears. 

f) In the Computer Name dialog box, select the local option, and then click 

Connect. This step is only applicable if this is the first Dialogic board you have 

installed in the server machine. If you have already installed a Dialogic board, you 

must stop the Dialogic service. 

g) If your Dialogic board is not already listed, click Auto detect devices on the 

System menu to install and configure the board. 

h) On the Settings menu, point to Start devices preference, and then click Start 

selective (Good devices Only). 

i) On the Settings menu, point to System/Device autostart, and then click Start 

System. If a warning message appears, click OK. 

j) On the System menu, click Start system. If the system starts successfully, the 

status bar should display the following text System Status: Running 

k) On the File menu, click Exit. 

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> For detailed information on how to configure the extensions in the switch for Call 

3.14.2 Installing the Dialogic 24-Port Digital Board 

HiPath ProCenter supports the Dialogic 24-port digital board D/240JCT-T1R2U (U.S.). You can 

only use a digital Dialogic board for the Call Director application. 

> If you are installing a D/4PCI analog board as well as the D/240JCT-T1R2U digital 

To install the Dialogic 24-port digital board: 

1. Set the board ID setting (SW100) on the 24-port digital board to one. 

2. Follow the Dialogic installation instructions included with the board to install the board in 

the server machine. 

> If you plan on installing multiple JCT series Dialogic boards, you must daisy 

3. Plug the Dialogic board into PCI slot three. 

7 

4. Connect the Dialogic board to the assigned T1 board in the switch (make the crossover 

cable). 

5. On the Start menu, point to Programs, then Intel Dialogic System Release 6.0 PCI, and 

then click Configuration Manager – DCM. The Configuration Manager window appears. 

6. In the Computer Name dialog box, select the local option, and then click Connect. 

> This step is only applicable if this is the first Dialogic board you have installed in 

Director, see Appendix B, “Configuring the Call Director Application”. 

board, the board ID for the D/4PCI board must be set to two. For more information, 

see Section 3.14.1, “Installing the Dialogic Four-Port Analog Board(s)”. 

7. If your Dialogic board is not already listed, click Auto detect devices on the System menu 

to install and configure the board. 

8. On the Device menu, click Configure device. 

9. Click the Misc tab. 

chain the boards together using a CTI bus cable and terminate the boards. For 

detailed instructions, see your Dialogic documentation. 

Do not insert a digital Dialogic board into a hot swappable PCI slot, as this may 

damage the board. 

the server machine. If you have already installed a Dialogic board, you must stop 

the Dialogic service. 

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10. Select the ParameterFile parameter. 

11. In the Value box, type: 

D:\dialogic\data\spandti.prm 

and then click OK. 

12. Open the following file in a text editor: 

D:\dialogic\data\spandti.prm 

13. Scroll through the file to 000D 01, and change 01 to 23. 

14. Delete the ; in front of 000D. 

15. On the File menu, click Save, and then click Exit. 

16. On the Settings menu, point to Start devices preference, and then click Start selective 

(Good devices Only). 

17. On the Settings menu, point to System/Device autostart, and then click Start System. 

18. On the System menu, click Start system. If the system starts successfully, the status bar 

should display the following text: 

System Status: Running 


I 

> For detailed information on how to configure the extensions in the switch for Call 

Director, see Appendix B, “Configuring the Call Director Application”. 

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Nur für den internen Gebrauch Installing HiPath ProCenter on a Server Machine 

4 Installing HiPath ProCenter on a Server Machine 

This chapter provides detailed instructions on how to install the HiPath ProCenter software on 

a server machine. Use the guidelines in this chapter to ensure a successful installation. 

> Before proceeding with the HiPath ProCenter 5.1 installation, ensure that you have 

The HiPath ProCenter installation program offers the following setup types: 

● HiPath ProCenter Server Setup - Select this setup type to install the HiPath ProCenter 

and CRM Ready software on a Base, Standard, or Enterprise server machine. 

● Central Reporting Server Setup - Select this setup type to install the HiPath ProCenter 

software on a Central Reporting server machine. 

● Real-Time Server Setup - Select this setup type to install the HiPath ProCenter software 

on a Real-Time server machine. 

● Browser Based Desktop Setup - Select this setup type to install the Browser Based 

Desktop application. 

● CRM Ready Setup - Select this setup type to install HiPath ProCenter’s CRM Ready 

software on a dedicated Gateway server machine or Siebel server. 

> For detailed instructions on installing HiPath ProCenter CRM Ready software, see 

> You can integrate with the CRM Ready component for SAP on the main HiPath 

installed and configured all of the prerequisite hardware and software components, 

as described in Chapter 3, “Preparing to Install HiPath ProCenter on a Server 

Machine”. 

ProCenter server machine. However, for performance reasons, it is strongly 

recommended that you install the SAP components on a dedicated Gateway 

server machine using the CRM Ready Setup. 

Chapter 8, “Installing HiPath ProCenter CRM Ready Software”. 

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Installing HiPath ProCenter on a Server Machine Nur für den internen Gebrauch 

The following table lists each HiPath ProCenter component, and indicates in which setup type 

the component is available: 

Server 

Components 

Administration 

Server 

ProCenter 

Server 

Central 

Reporting 

✔ ✔ 

Real-Time 

Server 

Browser Based 

Desktop 

CRM Ready 

Callback Server ✔ 

Config-Sync Server ✔ 

Email Server ✔ 

Networking Server ✔ 

Real-Time Server ✔ ✔ ✔ 

Routing Server ✔ 

Statistics Server ✔ ✔ 

Telephony Server ✔ 

Watchdog Server ✔ ✔ ✔ ✔ 

Web Collaboration 

Server 

✔ 

CRM Ready Tier 2 ✔ ✔ 

SAP Business Rules 

Integration 

✔ ✔ 

Client Components ProCenter 

Server 

Central 

Reporting 

Administrator ✔ ✔ 

Agent Desktop ✔ 

Enterprise Manager ✔ 

IT Monitor ✔ 

Simulator ✔ 

Supervisor Desktop ✔ 

Call Director 

Browser Based 

Desktop 

✔ 

Table 4-1 HiPath ProCenter Components 

Real-Time 

Server 

Browser Based 

Desktop 

CRM 

Ready 

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4-2 HiPath ProCenter Installation Guide 

✔

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Installing on a HiPath ProCenter Server Machine 

4.1 Installing on a HiPath ProCenter Server Machine 

> If you do not intend to install HiPath ProCenter software on a Base, Standard, or 

To install HiPath ProCenter on a Base, Standard, or Enterprise server machine: 


install HiPath ProCenter software. 



I:\rrserver\setup 

and then click OK. The Choose Setup Language dialog box appears. 

4. Select a language for the installation, and then click OK. This launches the HiPath 

ProCenter Setup Wizard, which will guide you through the rest of the installation. 

5. Click Next. The License Agreement panel appears. 

6. Read and accept (Yes) the license agreement. If you reject (No) the license agreement, 

you will be unable to install HiPath ProCenter. 

7. In the Release Type panel, specify whether you want to install the North American 

Release or the International Market Release, and then click Next. 

> To install languages other than English, you must select International Market 

8. In the Destination Location panel, accept D:\rrserver as the destination folder in 

which to install the HiPath ProCenter software, and then click Next. 

7 

Enterprise server machine, you can skip this section and proceed to Section 4.2, 

“Installing on a Central Reporting Server Machine”, on page 4-6. 

Release. You can choose the language(s) you want to install when you reach 

the Select Components panel. 

Do not change the default destination folder unless advised to do so by Siemens 

personnel. 

9. In the Setup Type panel, select HiPath ProCenter Server Setup, and then click Next. 

10. If you chose to install the International Market Release, the Select Components panel 

appears. Select the language(s) you want to install, and then click Next. 

11. In the Dialogic Board Type panel, specify whether you are using a Digital or an Analog 

Dialogic board for Call Director, and then click Next. 

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12. In the Switch Type panel, select the switch type that HiPath ProCenter will be working with, 

and then click Next. 

13. When prompted to specify whether you are migrating a database from another machine, 


● If you are migrating a database from another machine, click Yes. 

● If you are not migrating a database from another machine, click No. 

14. In the Program Folder panel, accept HiPath ProCenter as the default name for the 

program folder, and then click Next. 

15. This launches the Microsoft XML Parser Setup Wizard. To install the Microsoft XML 

Parser, do the following: 

a) Click Next. The Microsoft XML Parser License Agreement panel appears. 

b) After you have read the license agreement, click I accept the terms in the License 

Agreement, and then click Next. The Customer Information panel appears. 

c) Type your name and the name of your organization in the provided fields, and then 

click Next. The Ready to Install panel appears. 

d) Click Install. 

e) When the installation process is complete, click Finish. 



17. When the installation process is complete, the HiPath ProCenter Startup Configuration 

panel appears. Verify that the information is correct, click Update, and then click OK. 

18. Ensure that Yes, I want to restart my computer now is selected, and then click Finish. 

> ● 

> If you do not have a Dialogic board installed on your system, it is recommended 

> If you are connecting to a HiPath 5000 Real-Time IP System (RSM), do not 

that you select the Analog option. 

update the FlexRouting information on the Config-Sync tab. This information is 

only relevant if you are connecting to a Hicom 300 E or HiPath 4000 switch. 

If you are performing an upgrade, proceed to Section 2.6, “Resuming the HiPath 

ProCenter Upgrade Process”, on page 2-17. 

● If you are performing a new installation, the HiPath ProCenter Database Setup 

Wizard will automatically launch when your system restarts. See Section 4.1.1, 

“Creating Databases on a HiPath ProCenter Server Machine”. 

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4.1.1 Creating Databases on a HiPath ProCenter Server Machine 

To create the databases on a HiPath ProCenter server machine: 

1. When the HiPath ProCenter server machine restarts, log on as an Administrator. This 

launches the HiPath ProCenter Database Setup Wizard, which will guide you through 

the database creation process. 

2. Click Next. The Informix Password panel appears. 

3. Type the Informix user ID and password in the provided fields, and then click Next. 

4. The Database Installation window appears and begins creating the databases in the 

following order: 

● Administration Database 

● Real-Time Database 

● Callback Database 

● Reporting Database 

● Config-Sync Database 

● Media Database 

Each database takes approximately 15-20 minutes to create, depending on the size of your 

hard drive. 

5. When the database creation process is complete, click Finish. 

> If you are performing a new HiPath ProCenter installation, proceed to Chapter 5, 

> If the HiPath ProCenter Database Setup Wizard does not automatically launch 

when your machine restarts, run tindbins.exe from the D:\rrserver folder. 

“Configuring HiPath ProCenter on a Server Machine”. 

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Installing on a Central Reporting Server Machine 

4.2 Installing on a Central Reporting Server Machine 

> If you do not intend to install HiPath ProCenter software on a Central Reporting 

The Central Reporting server machine stores report data from multiple HiPath ProCenter sites, 

and assists in the creation of multi-site reports. 

These reports are generated from templates in the Reporter application, and can be 

customized using Crystal Reports or another report creation application. Multi-site reports can: 

● Display performance and traffic statistics for multiple sites within a single report 

● Display configuration data for each remote HiPath ProCenter site (on agents, switch 

resources, call types, messages, routing, servers, system settings, agent résumés, 

departments, networked criteria, networked sites, and networked call types) 

To install HiPath ProCenter on a Central Reporting server machine: 















server machine, you can skip this section and proceed to Section 4.3, “Installing on 

a Real-Time Server Machine”, on page 4-9. 





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9. In the Setup Type panel, select Central Reporting Server Setup, and then click Next. 



11. When prompted to specify whether you are migrating a database from another machine, 


● If you are migrating a database from another machine, click Yes. 

● If you are not migrating a database from another machine, click No. 








> ● 

7 


personnel. 

If you are performing an upgrade, proceed to Section 2.6, “Resuming the HiPath 

ProCenter Upgrade Process”, on page 2-17. 

● If you are performing a new installation, the Central Reporting Database 

Installation dialog box will automatically appear when your system restarts. 

See Section 4.2.1, “Creating Databases on a Central Reporting Server 

Machine”. 

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4.2.1 Creating Databases on a Central Reporting Server Machine 

To create the databases on a Central Reporting server machine: 

1. When the Central Reporting server machine restarts, log on as an Administrator. The 

Central Reporting Database Installation dialog box appears. 

> If the Central Reporting Database Installation does not automatically appear 

2. Select the New Installation option, and then click OK. 

3. In the Informix Server Password box, type the Informix password. This password is casesensitive. 

4. Click the following buttons in order to create the databases and logical log files: 

● Create Administration Database 

● Create Real-Time Database 

● Create Logical File 

> Each database takes approximately 15-20 minutes to create, depending on the 

5. Click Create Reporting Database. The Central Reporting Database Capacity dialog 

box appears. 

6. Select either Low Capacity or High Capacity, and then click OK. 

> If the total call volume for all replicated sites is less than 10,000 calls per hour, 

when your machine restarts, run tctdbins.exe from the D:\rrserver folder. 

7. When prompted, insert a tape into the drive, and then press ENTER. 

8. When prompted, remove the tape from the drive and label it with the date, time, level, and 

tape number. Insert another tape, and then press ENTER. 

> If you selected Low Capacity, you must insert and copy data to two tapes. If 

size of your hard drive. The Reporting Database takes approximately three to 

four hours to create, and must be the last database that you create. 

you should select Low Capacity. If the total call volume for all replicated sites 

is more than 10,000 calls per hour, or if you are not sure of your call volume, you 

should select High Capacity. 

you selected High Capacity, you must insert and copy data to three tapes. 

9. When the database creation process is complete, click Close. 

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Installing on a Real-Time Server Machine 

10. When prompted to confirm that you want to exit the Database Installation program, click 

Yes. 


D:\informix\etc\onconfig.%INFORMIXSERVER% 

12. Locate the LOGFILES value and ensure that it is greater than 90. 


> If you are performing a new HiPath ProCenter installation, proceed to Chapter 5, 

4.3 Installing on a Real-Time Server Machine 

> If you do not intend to install HiPath ProCenter software on a Real-Time server 

“Configuring HiPath ProCenter on a Server Machine”. 

machine, you can skip this section and proceed to Section 4.4, “Installing the 

Browser Based Desktop Application”, on page 4-12. 

If you plan on using one or more Real-Time server machines, you must install the HiPath 

ProCenter software on each machine. 

A Real-Time server machine must reside on the same LAN segment as the client machines 

that it supports. In this case, the Real-Time server machine LAN segment should be different 

from the LAN segment used for the main HiPath ProCenter server machine. 

To install HiPath ProCenter on a Real-Time server machine: 












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7 




personnel. 

9. In the Setup Type panel, select Real-Time Server Setup, and then click Next. 







13. When the installation is complete, the HiPath ProCenter Startup Configuration panel 

appears. Verify that the information is correct, click Update, and then click OK. 

14. Ensure that No, I will restart my computer later option is selected, and then click Finish. 

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4.3.1 Configuring the Real-Time Server Machine for Automatic Startup 

You must configure the Real-Time server machine to start automatically every time your the 

machine restarts. 

To configure the Real-Time server machine for automatic restart: 




3. In the Startup type list, select Automatic. 

4. Click the Log On tab, select the This account option, and then type the local 

administrator’s user ID and password in the provided fields. 

5. Click OK to close the ProCenter Properties dialog box. 

6. On the Action menu, click Start. 



9. Select the Restart option, and then click OK. 

10. When the computer restarts log on as an Administrator. The Real-Time server should start 

automatically. 

> After you have installed and configured the Real-Time server machine, you must 

configure the Automatic Patch (AutoPA) Service. For more information, see Section 

5.11, “Configuring the Automatic Patch (AutoPA) Service”, on page 5-22. 

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Installing the Browser Based Desktop Application 

4.4 Installing the Browser Based Desktop Application 

> If you do not intend to install the Browser Based Desktop application, you can skip 

this section and proceed to Chapter 5, “Configuring HiPath ProCenter on a Server 

Machine”. 

The Browser Based Desktop application enables agents to handle calls and callbacks, perform 

online telephone functions, and display a summary of current call queue activity in a browser 

environment. Before you install the Browser Based Desktop, you must do the following: 

● Install the Internet Information Services (IIS) 

● Install the Microsoft Virtual Machine (Windows XP Professional only) 

● Configure your Web browser settings 

4.4.1 System Requirements for the Browser Based Desktop 

Ensure that the machine on which you are installing the Browser Based Desktop application 

meets the following system requirements: 

Operating System CPU RAM Disk Space Web Browser 

● Windows 95 OSR2 with 

Microsoft DUN 1.3 and Winsock2 

Year 2000 Update 

● Windows 98 Second Edition 

● Windows XP Professional 

● Windows 2000 Professional or 

Server with Service Pack 2 or later 

● Windows NT Workstation 4.0 with 

Service Pack 5 or later 

Pentium-class 

computer 

Table 4-2 System requirements for the Browser Based Desktop 

128 MB 10 MB Internet 

Explorer 5.0, 

5.5, or 6.0 

Netscape 4.76 

or later 

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4.4.2 Installing the Internet Information Services (IIS) 

To use the Browser Based Desktop application, you must install and configure the Microsoft 

Internet Information Services (IIS). 

> Consult with your Web Administrator before installing and configuring the Internet 

Information Services (IIS) on the Web server machine. You only need to install the 

minimum components required for the Web services. 

To install the Internet Information Services (IIS): 

1. Open the Add or Remove Programs window. 

2. Click Add/Remove Window Components. The Windows Components Wizard 

appears. 

3. Do one of the following: 


a) Select the Internet Information Services (IIS) option. 

b) Click Next. 


a) Select Application Server, and then click Details. 

b) Select the Internet Information Services (IIS) option. 

c) Click Next. 


4.4.3 Installing Microsoft Virtual Machine on a Windows XP Machine 

To use the Browser Based Desktop application on a Windows XP Professional machine, you 

must first install the Microsoft Virtual Machine. 

To install the Microsoft Virtual Machine: 



I:\msjavx86\msjav86 

and then click OK. 

3. When the Setup program prompts you to specify whether you want to install the Microsoft 

Virtual Machine, click Yes. 

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you will be unable to install the Microsoft Virtual Machine. 

5. The Setup program extracts the required files and installs the Microsoft Virtual Machine on 


6. When the installation process is complete, click OK. 

7. When prompted to restart the computer, click No. 

4.4.4 Configuring Internet Explorer 

The process for configuring your Internet Explorer settings will vary, depending on if you select 

a preset security level, or if you want to define your own custom security level. 

4.4.4.1 Setting a Preset Security Level 

To set a preset security level: 

1. Open the Internet Options dialog box. 

2. Click the Security tab. 

3. Select the Local intranet icon, and then click Custom Level. The Security Settings 

dialog box appears. 

4. In the Reset to list, select one of the following: 

● Medium 

● Medium-low 

● Low 

You cannot select High because it limits the functionality of the Browser Based Desktop. 

5. Click Reset. 

6. When prompted to specify whether you want to reset the security settings, click Yes. 


4.4.4.2 Setting a Custom Security Level 

To set a custom security level: 

1. Open the Internet Options dialog box. 


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3. Select the Local intranet icon, and then click Custom Level. The Security Settings 


4. In the Security Settings list, do the following: 

● Under Allow cookies that are stored on your computer, click Enable. 

> If you are using Internet Explorer 6.0, click the Privacy tab, then move the slider 

● Under Submit nonencrypted form data, click Enable. 

● Under Active scripting, click Enable. 

5. In the Security Settings list, under Java permissions, click Custom, and then do the 

following: 

a) Click Java Custom Settings. The Local intranet dialog box appears. 

b) Click the Edit Permissions tab. 

c) Under Run Unsigned Content, click Enable. This enables the following permissions: 

● Access to all Files 

● Access to all Network Addresses 

● Execute 

● Dialogs 

● System Information 

● Printing 

● Protect Scratch Space 

● User Selected File Access 

> If you need to disable these permissions for any reason, select Disable under 

to Medium. 

Run Unsigned Content. 


7. Click OK to close the Internet Options dialog box. 

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4.4.5 Configuring Netscape 

To configure your Netscape settings: 

1. Open your Netscape browser. 

2. On the Edit menu, click Preferences. The Preferences dialog box appears. 

3. Under Category, click Advanced, and then select the following options: 

● Enable Java 

● Enable JavaScript 

● Enable style sheets 

● Accept all cookies 

You can disable the Warn me before accepting a cookie option. 

4. Click OK to close the Preferences dialog box. 

4.4.6 Installing the Browser Based Desktop 

To install the Browser Based Desktop: 

















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7 

9. In the Setup Type panel, select Browser Based Desktop Setup, and then click Next. 










4.4.7 Configuring the Browser Based Desktop 

To configure the Browser Based Desktop: 

1. Open the Component Services window. 

2. In the left pane of the Component Services window, double-click Component Services, 

then Computers, and then My Computer. 

3. Right-click COM + Applications, point to New, and then click Application on the shortcut 

menu. The Welcome to the COM Application Installation Wizard appears. 

4. Click Next. The Install or Create a New Application panel appears. 

5. Click Create an empty application. The Create Empty Application panel appears. 

6. In the Enter a name for the new application box, type a name for the application. The 

application name should be something like HiPath ProCenter Browser Based 

Desktop. 

7. Under Activation Type, click Server application, and then click Next. The Set 

Application Identity panel appears. 

8. Under Account, click Interactive user - the current logged on user, and then click Next. 



personnel. 

10. In the left pane of the Component Services window, double-click the new application you 

created. 

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11. Right-click the Components folder, point to New, and then select Component on the 

shortcut menu. The Welcome to the COM Component Installation Wizard opens. 

12. Click Next. The Import or Install a Component panel appears. 

13. Click Install new component(s). The Select files to install dialog box appears. 

14. In the Look in box, locate the directory in which you installed the Browser Based Desktop, 

select the tbdpgeng.dll file, and then click Open. 



17. Close the Component Services window. 


D:\rrserver\tbdrrsrc 

and then click OK. The Data Source Server dialog box appears. 

19. Confirm that the Data Source Server is running, and then close the Data Source Server 

dialog box. 


dcomcnfg 

and then click OK. The Distributed COM Configuration Properties dialog box appears. 

21. To change the properties of the applications associated with the HiPath ProCenter data 

source, do the following for each application: 

a) In the Applications list, select the application that begins with HPPCDataSource, 

and then click Properties. The Properties dialog box for that application appears. 

b) Click the Identity tab, and select the The interactive user option. 

c) Click the Security tab, select the Use custom access permissions option, and then 

click Edit. The Registry Value Permissions dialog box appears. 

d) Ensure that the following items appear in the Name list: 

● INTERACTIVE–Allow access 

● IUSR_ 

If these items do not appear: 

● Click Add to add the items. The Add Users and Groups dialog box appears. 

● In the List Names From list, ensure that your machine name is selected. 

● In the Names list, click the Interactive or IUSR item, and then click Add. 

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● Click OK twice to close the open dialog boxes. 

e) On the Security tab in the Properties dialog box, select the Use custom launch 

permissions option, and then click Edit. The Registry Value Permissions dialog 

box opens. 

f) Repeat step d) above to ensure that the appropriate items appear in the Registry 

Value Permissions dialog box. 


4.4.8 Creating a Virtual Directory for the Browser Based Desktop 

To create a virtual directory for the Browser Based Desktop application: 


2. In the left pane of the Computer Management window, double-click Services and 

Applications, and then open the Internet Information Services folder. 

3. Right-click Default Web Site, point to New on the shortcut menu, and then click Virtual 

Directory. This launches the Virtual Directory Creation Wizard, which will guide you 

through the rest of the process. 

4. Click Next. The Virtual Directory Alias panel appears. 

5. In the Alias box, type the alias name you want to use for the virtual directory, and then click 

Next. The Web Site Content Directory panel appears. 

6. Specify the path to the directory in which you installed the Browser Based Desktop files, 

and then click Next. The Access Permission panel appears. 

7. Under Access Permissions, select the following check boxes: 

● Read 

● Run Scripts 

● Execute (such as ISAPI application or CGI) 

8. Click Next. and then click Finish. 

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4.4.9 Configuring the Browser Based Desktop for Automatic Startup 

You must configure the server machine on which you installed the Browser Based Desktop to 

automatically log you on as an Administrator every time the machine restarts. 

To configure the Browser Based Desktop for automatic restart: 


regedit 

and then click OK. The Registry Editor window appears. 

2. In the left pane of the Registry Editor window, open the following folders: 

● HKEY_LOCAL_MACHINE 

● SOFTWARE 

● Microsoft 

● Windows NT 

● CurrentVersion 

3. Select the Winlogon folder. 

4. On the Edit menu, point to New, and then click String Value on the shortcut menu. 

5. Type AutoAdminLogon, and then press ENTER. 

6. In the right pane of the Registry Editor window, double-click AutoAdminLogon. The Edit 

String dialog box appears. 

7. In the Value data box, type 1, and then click OK. 

8. On the Edit menu, point to New, and then click String Value on the shortcut menu. 

9. Type DefaultPassword, and then press ENTER. 

10. In the right pane of the Registry Editor window, double-click DefaultPassword. The Edit 

String dialog box appears. 

11. In the Value data box, type the Administrator Password from the Installation and 

Configuration Worksheet, and then click OK. 

12. On the Registry menu, click Exit. 

> After you have installed and configured the Browser Based Desktop, you must 

configure the Automatic Patch (AutoPA) Service. For more information, see Section 

5.11, “Configuring the Automatic Patch (AutoPA) Service”, on page 5-22. 

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4.4.10 Testing the Browser Based Desktop Application 

To ensure that you can connect to the Browser Based Desktop application: 

1. Open a Web browser on one of your client machines and type the URL for the Browser 

Based Desktop. The format of the URL is typically in the following format: 

http:////default.asp. 

where is the name of the IIS machine, and is 

the path to the virtual directory in which the Browser Based Desktop is installed 

The Logon Welcome page for the Browser Based Desktop appears. 

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Nur für den internen Gebrauch Configuring HiPath ProCenter on a Server Machine 

Licensed Features Available with Switch Types 

5 Configuring HiPath ProCenter on a Server 

Machine 

After completing the installation, you must perform several tasks to make the HiPath ProCenter 

software functional. This chapter provides detailed instructions on how to configure the various 

components of HiPath ProCenter on a server machine. 

5.1 Licensed Features Available with Switch Types 

The following table lists the licensed features that are available with the different switch types. 

Feature HiPath 5000 

V4.0 

Hicom 300 E 

V3.0/3.1/6.6 

HiPath 4000 

V1.0/2.0 

Entry/Standard/Advanced Packages ✔ ✔ ✔ 

Agent Desktops ✔ ✔ ✔ 

Supervisor Desktops ✔ ✔ ✔ 

Browser Based Desktops ✔ ✔ ✔ 

Telephony Agents ✔ ✔ ✔ 

Callback Agents ✔ ✔ ✔ 

Email Agents ✔ ✔ ✔ 

Chat Agents ✔ ✔ ✔ 

Call-by-Call Reporting Agents ✔ ✔ ✔ 

MessageStream ✔ ✔ ✔ 

Graphical Reports ✔ ✔ ✔ 

Restricted Reporting Level ✔ ✔ ✔ 

RésuméRouting Advanced ✔ ✔ ✔ 

Call Director (Interactive) ✔ ✔ ✔ 

Call Director (Announcement) ✔ 

CRM Ready (Clarify, Goldmine, Remedy) ✔ ✔ ✔ 

CRM Ready (SAP and Siebel) ✔ ✔ 

SAP Business Rules Integration ✔ ✔ 

Enterprise Manager Desktops ✔ ✔ 

Network Call Center Agents ✔ ✔ 

Table 5-1 Licensed Features Available with Switch Types 

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Configuring HiPath ProCenter on a Server Machine Nur für den internen Gebrauch 

Other Features Available with Switch Types 

5.2 Other Features Available with Switch Types 

The following table lists some of the other features that are available with the different switch 

types. 

Feature HiPath 5000 

V4.0 

5.3 Verifying the FlexRouting IP Address 

To use the Configuration Synchronization Server, you must create a user ID and password in 

the HiPath 4000 Assistant, and set the user’s password to ‘never expire’. You must also assign 

the “All features of Call Center Management Application” right to this user. 

To confirm your FlexRouting IP address (also referred to as the ACDAPP FlexRouting address), 

you must do the following: 

1. Log in to Unixware, either from a console or through Telnet. 

2. To specify the IP address that is to be used by FlexRouting, type the following: 

./opt/pal/bin/lan 

Hicom 300 E 

V3.0/3.1/6.6 

HiPath 4000 

V1.0/2.0 

Central Reporting ✔ ✔ 

Configuration-Synchronization ✔ ✔ 

IVR Hold ✔ ✔ 

ACD Hold ✔ ✔ 

FMNQ ✔ 

Trunk Group Statistics ✔ 

HiPath ProCenter Ring-No-Answer ✔ 

Table 5-2 Other Features Available with Switch Types 

> This section is only relevant if you are connecting to a Hicom 300 E or HiPath 4000 

7 

switch. If you are connecting to a HiPath 5000 RSM, you can skip this section and 

proceed to Section 5.4, “Activating the HiPath ProCenter Features”, on page 5-3. 

If you do not perform this procedure, the resource domain ranges cannot 

synchronize with the switch at startup, and the Domain Configuration Tool in the 

Administrator application cannot retrieve synchronized switch resources. For 

detailed information on the resource domain ranges, see the HiPath ProCenter 


3. When the FlexRouting IP address has been configured, open a Web browser window. 

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Activating the HiPath ProCenter Features 

4. In the address box, type the following: 

http:// 

and then press ENTER to access the HiPath 4000 Assistant. 

5. To configure a FlexRouting user account and password, do the following: 

a) Click Base Administration, and then Application Control. 

b) Under Application Control, click Call Center Management Application, and then 

click Submit. 

c) Assign the All features of Call Center Management application right to the user. 

d) Set the user account password to Never Expire. 

> Ensure that this IP address is configured correctly in the HiPath ProCenter Startup 

5.4 Activating the HiPath ProCenter Features 

The HiPath ProCenter features you can activate depend on whether you have purchased Entry, 

Standard, or Advanced level features. For more information on the features available for the 

different levels, see Section 2.9.1, “Features Available with Package Levels”, on page 2-24. 

To activate the HiPath ProCenter features: 




3. Click the Log On tab, select the This account option, and then type the local 

administrator’s user ID and password in the provided fields. 

4. Click the General tab. 

5. In the Start parameters box, type -WorkingWithDatabases, click Start, and then click 

OK. This starts the Administration and Config-Sync servers only. 

> You cannot start the Administrator application until the Administration and 

Configuration dialog box for the Config-Sync Server. You can run tcfmain.exe from 

the command line at any time, to change the FlexRouting IP address. 

Config-Sync servers have started. 


7. On the Start menu, point to Programs, then HiPath ProCenter, and then click 

Administrator. One of the following appears: 

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Activating the HiPath ProCenter Features 

● An error message indicating that the previously saved defaults for the appearance of 

the Administrator application are either out of date or missing. Click OK to continue. 

● The ProCenter Administrator - Logon dialog box. Click Change to continue. 

8. In the Open Database dialog box, select Connect to the Production Database. 

9. In the Administration Server Address box, type the Administration Server address. 

This is the Administration Server port number, followed by the Server Machine Name, and 

separated by an @ sign (for example, 6000@rrserver). 

10. In the Local Address box, type the local server port number. 

This is the Administrator application port number, followed by the Server Machine Name 

from the Installation and Configuration Worksheet, separated by an @ sign (for example, 

6050@rrserver). You cannot edit the Server Machine Name. 

11. Click OK to continue. 

12. In the Password box, type password to gain access to the Production Database, and then 

click OK to log on as the Master Administrator. 

13. On the Tools menu, click Activate Features. 

> All HiPath ProCenter server machines participating in Central Reporting must 

have unique site IDs. You enter this ID in the System ID box of the Feature 

Activation window before clicking OK to activate the features. 

14. When prompted, insert the HiPath ProCenter SID disk (provided by Siemens) into drive 

a:, and click OK to close the ProCenter Administrator dialog box. 

15. Click OK in the Feature Activation window. This verifies system settings and activates the 

listed features. 

16. Click OK to acknowledge the activation of the HiPath ProCenter features. 

17. To configure your CSTA Server connection between HiPath ProCenter and the switch, do 

the following: 

a) In the left pane of the Administrator window, double-click Call Center, then System, 

and then Servers. 

b) In the right pane of the Administrator window, double-click CSTA Server. The Server 


c) In the Port Number and Machine Name boxes, type the port number and machine 

name of the CSTA Server to which you want to connect. 

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Activating Features Without Connecting to the Switch 

d) Click OK. 





21. In the Startup type list, select Automatic, and then click Apply. 

22. Stop and then restart the ProCenter service. 


7 

5.5 Activating Features Without Connecting to the Switch 

> This section is only relevant if you are connecting to a Hicom 300 E or HiPath 4000 

> For the Hicom 300 and HiPath 4000 switches, this information pertains to the 

Although it is recommended that you activate HiPath ProCenter features as described in 

Section 5.4, it is possible to activate HiPath ProCenter features without having first properly 

configured the Config-Sync Server’s connection to the switch. 

To activate HiPath ProCenter features without connecting to the switch: 

1. Open a Command Prompt window, proceed to the directory in which you installed HiPath 

ProCenter (D:\rrserver), type the following on the command line: 

tsmsrvr 

CallBridge server machine. For the SMG, this information pertains to the HiPath 

5000 RSM Server machine. 

You must activate features for both the Design Database that you are using for 

configuration, and the Production Database. If the Design Database has not already 

been configured, you must open the Design Database, and follow steps 13 to 16, in 

this section. 

switch. If you are connecting to a HiPath 5000 RSM, you can skip this section and 

proceed to Section 5.7, “Putting the Administration Database into Production”, on 

page 5-7. 

and then press ENTER. This starts the Administration Server. 

2. When the Administration Server has started, type: 

tagmain -activatefeatures 

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Specifying the Switch Type and Heartbeat Values 

and then press ENTER. The ProCenter Administrator - Logon dialog box appears. 

3. Select the Connect to a Production Database option. 

4. In the Administration Server Address box, type the Administration Server address. 

5. In the Local Address box, type the local server port number. 

6. Click OK. 

7. In the Password box, type the password used to gain access to the Production Database, 

and then click OK to log on as the Master Administrator. 

8. The HiPath ProCenter Administrator window opens, and the Feature Activation dialog 

box appears. 

9. When prompted, insert the HiPath ProCenter SID disk (provided by Siemens) into drive a: 

and then click OK to close the ProCenter Administrator dialog box. 

10. In the Feature Activation window, click OK. This verifies system settings and activates the 

listed features. 

11. To acknowledge the activation of HiPath ProCenter features, click OK. The Administrator 

application closes automatically. 


5.6 Specifying the Switch Type and Heartbeat Values 

The switch resource settings you must specify in HiPath ProCenter depend on the type of 

switch that HiPath ProCenter will be working with. 

> Depending on the Dialogic board and corresponding driver that you installed, you 

must use either the D/41JCT-LS (U.S.) or D/4PCI (European) as the Heartbeat card. 

To specify the switch type and enter the heartbeat values: 

1. In the right pane of the HiPath ProCenter Administrator window, open the Telephony 

folder, and then the Settings folder. 

2. In the right pane, double-click Settings. The Telephony Settings dialog box appears. 

3. In the Switch Type box, select the specific model number of your switch, and then do one 

of the following: 

● If you chose Hicom 300 E as the switch type, do the following: 

a) In the ACD Number box, type the ACD number. 

b) In the ACD Group box, type the ACD group number. 

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Putting the Administration Database into Production 

c) In the Route Control Group box, type the route control group number. 

● If you chose HiPath 4000 as the switch type, do the following: 

a) In the Fallback Number box, type the fallback number. 

b) In the Application Name box, type the application name. 

c) In the Pulse Interval box, specify the pulse interval. You should consult with 

trained service personnel before entering information in this box. An incorrect 

entry may adversely affect the performance of HiPath ProCenter. 

4. Click OK to close the Telephony Settings dialog box. 

> For detailed information on how to configure your telephony settings, see the HiPath 

> If you are using the HiPath 5000, you do not need to specify heartbeat values. 

5.7 Putting the Administration Database into Production 

Complete these steps only after you have completely configured the Design Database. For 

more information about configuring the Administration Database, see the HiPath ProCenter 


To upload the design copy of the Administration Database to the Production Database: 

1. Open the Administrator application. 

2. On the File menu, click Open Database. The Open Database dialog box appears. 

3. In the Design Database File Name box, type the file name of the Design Database you 

created in the pre-installation planning phase. 

4. In the Local Address box, type the local server address. 

This is the Administrator application port number, followed by the Server Machine Name 

from the Installation and Configuration Worksheet, separated by an @ sign (for example, 

6050@rrserver). You cannot edit the Server Machine Name. 

5. Click OK to continue. 

ProCenter Administrator Help. 

6. Click OK to log on as the Master Administrator. 

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Putting the Administration Database into Production 

7 

7. Change the machine names of the HiPath ProCenter servers in the database to match the 

server machine names recorded on the Installation and Configuration Worksheet. 

8. On the File menu, click Save Database. 

9. Select the Save to the Production Database option. 

For example, open the Server Properties dialog box for the Administrator application, and 

edit the Machine Name box. For step-by-step instructions, see the online Help. 

> If you are planning to install a secondary Real-Time server on another machine, 

Before uploading the Design Database to the Production Database, you must 

verify that features in the Design Database have been activated, and change the 

database values for the machine names of the HiPath ProCenter servers. For 

more information on the Design Database, see the HiPath ProCenter 


ensure that you create an entry for this machine in the servers folder, using the 

Server Properties dialog box. 

10. In the Password box, click password to gain access to the Production Database, and then 

click OK. 

11. Click OK to acknowledge the message that the system is saving the database. 

12. Click Yes to proceed with uploading the database. 

13. Click Yes to answer the question about uploading the Design Database. 

14. Click Yes to stay connected to the Production Database. 


16. Remove the HiPath ProCenter SID disk from the a: drive. 

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Configuring the Central Reporting and Remote Server Machines 

5.8 Configuring the Central Reporting and Remote Server Machines 

Before data on the remote HiPath ProCenter server machines can be replicated on the Central 

Reporting server machine, you must complete the following tasks: 

● Configure the Central Reporting server machine for replication 

● Configure the remote HiPath ProCenter server machine for replication 

● Copy the Administration Database to the Central Reporting server machine 

● Verify that replication is established 

● Configure the managing site 

Before you begin the replication process, you should record your configuration choices for the 

Central Reporting and HiPath ProCenter server machines in the following worksheet: 


Hosts File Information for the Central 

Reporting Server Machine 

Hosts File Information for the HiPath 

ProCenter Server Machine 

Network Information for the Central 

Reporting Server Machine 

Network Information for the HiPath 

ProCenter Server Machine 

> All HiPath ProCenter server machines participating in central reporting must have 

TCP/IP Address: __________________________ 

TCP/IP Address: __________________________ 

Local Server Machine Name: ________________ 

TCP/IP Domain: _________________________ 

Database Server Name: ____________________ 

Database Password: ______________________ 

Local Server Machine Name: ________________ 

TCP/IP Domain: _________________________ 

Database Server Name: ____________________ 

Database Password: ______________________ 

You must complete all of the above tasks, with the exception of configuring the managing site, 

for every remote HiPath ProCenter machine on which you want to enable central reporting. 

7 

unique site IDs. When you activated features for a server machine participating in 

Central Reporting, you should have entered the ID in the System ID box. 

Do not attempt to copy the databases when your call center is busy. This can 

increase the risk of data being missed when the replication process begins. 

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5.8.1 Preparing for Replication 

> This procedure assumes that you have already created an Informix account on the 

To prepare the Central Reporting server machine and remote HiPath ProCenter server 

machine for replication: 


2. In the left pane of the Computer Management window, double-click System Tools, then 

Local Users and Groups, and then Groups. 

3. In the right pane of the Computer Management window, double click Administrators or 

Inform-Admin. 

4. In the Administrator Properties or Informix-Admin Properties dialog box, click Add. 

> You must add the Informix domain account to both the local Administrators and 

domain on which all your computers are members. You must then add the new 

domain account to both the local Administrators and Informix-Admin groups, and 

assign Informix to run under that domain account as a service. For detailed 

information on how to create a new account on a domain server, see the HiPath 

ProCenter Operations Guide. 

Informix-Admin groups. 



a) In the Look in box, select the domain name. 

b) In the list of users and groups, select the Informix account you created on the 

domain, and then click Add. 

c) Click OK twice to close the open dialog boxes. 

● In the you are using Windows Server 2003: 

a) Click Locations. When the Enter Network Password dialog box appears, click 

Cancel. In the Locations window, select the domain on which the Informix 

account exists, and then click OK. 

b) In the Enter the enter object name to select box, type the name of the Informix 

account you created on the domain, and then click OK twice to close the open 

dialog boxes. 

6. Open the Services window, and do one of the following: 


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a) Select Informix IDS 2000 - ol_ in the right pane, where 

is the Server Machine Name from the Installation and 

Configuration Worksheet, and then click Stop on the Action menu. 

b) In the right pane of the Services window, double-click Informix IDS 2000 - 

ol_. 

c) Click the Log On tab, select the This account option, and then click Browse. 

d) In the Look in box, select the domain name. 

e) In the list of users and groups, select the Informix domain account you want 

Informix to use, and then click OK. 

f) Type the password in the provided fields, and then click OK. 


a) Select Informix IDS - ol_ in the right pane, where 

is the Server Machine Name from the Installation and Configuration Worksheet, 

and then and then click Stop on the Action menu. 

b) In the right pane of the Services window, double-click Informix IDS - 

ol_. 

c) Click the Log On tab, select the This account option, and then click Browse. 

d) Click Locations. When the Enter Network Password windows appears, click 

Cancel. In the Locations window, select the domain name, and then click OK. 

e) In the Enter the enter object name to select box, type the name of the Informix 

domain account you want Informix to use, and then click OK. 

f) Type the password in the provided fields, and then click OK. 

7. Open a Command Prompt window, proceed to the directory in which you installed HiPath 

ProCenter (D:\rrserver), type the following on the command line: 

tcfmain 

and then press ENTER. The ProCenter Startup Configuration windows appears. 

8. Click the Administration Server tab, and update the password in the Database Server 

Password box to be the same as the password for the Informix domain account. 

9. In the Command Prompt window, type the following on the command line: 

notepad D:\informix\etc\onconfig.ol_ 


Configuration Worksheet, and then press ENTER. 

10. Locate the CDR_QDATA_SBSPACE parameter, and set the value to sblobdbs 

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Save your changes, and then close both Notepad and the Command Prompt window. 

11. In the Services window, and do one of the following: 

● If you are using Windows 2000 Server, select Informix IDS 2000 - ol_ 

in the right pane, where is the Server Machine Name from the 

Installation and Configuration Worksheet, and then click Start on the Action menu. 

● If you are using Windows Server 2003, select Informix IDS - ol_ in the 

right pane, where is the Server Machine Name from the Installation 

and Configuration Worksheet, and then click Start on the Action menu. 


5.8.2 Configuring the Central Reporting Server Machine 

To configure the Central Reporting server machine for replication: 

1. Ensure that you are within the D:\informix\bin directory. 

2. Type trcdbins.exe, and then click OK. The Database Replication dialog box 

appears. 

3. Select the Establish Replication option, and then click OK. The Database Replication 


You are now going to enter the information for the Central Reporting server machine. 

4. In the first Local Server Machine Name box, type the local server machine name. 

5. In the first TCP/IP Domain box, type the domain name. 

> If you are using a Windows NT 4.0 domain controller, do not enter the domain 

6. In the first Database Server Name box, type the database server name. 

7. In the first Database Password box, type the database password. 

You are now going to enter the information for the HiPath ProCenter server machine. 

8. In the second Local Server Machine Name box, type the local server machine name. 

9. In the second TCP/IP Domain box, type the domain name. 


name in the TCP/IP Domain box. 


10. In the second Database Server Name box, type the database server name. 

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11. In the second Database Password box, type the database password. 

12. Click OK. A dialog box appears, warning you that this procedure will override the replication 

configuration. 

13. Click OK. 

14. When the replication procedure is complete, a message box appears informing you that 

the procedure completed successfully. Click OK. 

15. Click Close to close the Database Replication Configuration dialog box. 

5.8.3 Configuring the HiPath ProCenter Server Machine 

You must configure the Central Reporting server machine before you can configure the remote 

HiPath ProCenter server machine for replication. 

> The first HiPath ProCenter machine that you configure for replication must be the 

To configure the HiPath ProCenter server machine for replication: 








and then click OK. The Central Database Installation 5.1 dialog box appears 

7 

managing site for the Central Reporting server machine. 

Ensure that the time on the Central Reporting machine is synchronized with the 

time on the HiPath ProCenter server machine before running trcdbins.exe. For 

more information, see Section 3.7.10, “Configuring the Time Service”, on page 

3-18. 

6. Select the Establish Replication option and click OK. The Database Replication 


You are now going to update information for the Central Reporting server machine. 

7. In the first Local Server Machine Name box, type the local server machine name. 

8. In the first TCP/IP Domain box, type the domain name. 

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9. In the first Database Server Name box, type the database server name. 

10. In the first Database Password box, type the database password. 

You are now going to update information for the HiPath ProCenter server machine. 

11. In the second Local Server Machine Name box, type the local server machine name. 

12. In the second TCP/IP Domain box, type the domain name. 


13. In the second Database Server Name box, type the database server name. 

14. In the second Database Password box, Enter the database password. 

15. Click OK. A dialog box appears, warning you that this procedure will override the replication 

configuration. 

16. Click OK. 

> The configuration procedure will take a significantly longer amount of time on 



this machine. 

17. During the configuration process, a Command Prompt window appears and the following 

message is displayed: 

Please mount tape 1 on \\.\ TAPE0 and press Return to continue... 

18. Enter the first tape in the backup drive, and then press ENTER to continue. You may be 

prompted to insert additional backup tapes, depending on the amount of data in the 

database. 

19. When the replication procedure is complete, a message box appears informing you that 

the procedure completed successfully. Click OK. 

20. Click Close to close the Database Replication Configuration dialog box. 


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5.8.4 Copying the Administration Database 

To complete the configuration procedure for the HiPath ProCenter server machine, you must 

copy the Administration Database from the HiPath ProCenter server machine to the Central 

Reporting server machine. 

This procedure involves the following: 

1. Saving the Production Database as a Design Database. 

2. Opening this Design Database on the HiPath ProCenter server machine. 

3. Saving this Design Database again as the Production Database, on the HiPath ProCenter 

server machine. 

7 

This procedure must take place on the HiPath ProCenter server machine. The 

information in the Production Database is then replicated to the corresponding 

Administration Database on the Central Reporting server machine. 

To copy the Production Database on the HiPath ProCenter server machine to the 

corresponding Administration tables in the Reporting Database on the Central Reporting 

server machine: 




3. In the Start parameters box, type -WorkingWithDatabases, click Start, and then click 

OK. This starts the Administration Server and the Config-Sync servers only. These servers 

must be running so that you can start the Administrator application. 


5. On the Start menu, point to Programs, then HiPath ProCenter, and then click ProCenter 

Administrator. The ProCenter Administrator - Logon dialog box appears. 

If an error message appears, indicating that the previously saved defaults for the 

appearance of the HiPath ProCenter Administrator are either out of date or missing, click 

OK to continue. 

6. Log on as the Master Administrator. 

7. In the Password box, type the Administrator password to gain access to the Production 

Database, and then click OK. The ProCenter Administrator window opens. 

8. On the File menu, click Save Database As. 

9. In the Design Database File Name box, type e:\sharedata\design.mdb, and then 

click OK. 

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10. A dialog box appears, informing you that it might take a while to save the database. Click 

OK. 

11. After the database has finished uploading, click Open Database on the File menu. 

12. Select the Connect to a Design Database option. 

13. Ensure that e:\sharedata\design.mdb is entered in the Design Database File 

Name box, and then click OK. 

14. Ensure that you are logging on as the Master Administrator, and click OK. 

15. On the File menu, click Save Database As. 

16. Select the Save to the Production Database option. Ensure that the database address is 

correct, and click OK. 

17. In the Password box, type the password and then click OK. 

18. Click OK or Yes in the next four message or warning dialog boxes that appear. 

19. Click No when asked if you would like to stay connected to the Production Database. 

20. When you have finished copying the databases, shut down the Administrator application. 

21. Shut down the Administration Server. Ensure that the server no longer appears on the 

Windows taskbar before continuing. Replication is now fully established. 



24. On the Action menu, click Start. This restarts the HiPath ProCenter servers. 


5.8.5 Verifying that Replication is Established 

You can only verify that replication of data was established correctly by generating reports using 

the Reporter application on a HiPath ProCenter site workstation that is connected to the Central 

Reporting Database. 

Wait at least twenty minutes after copying the Administration Database to the Central Reporting 

server machine before performing this procedure. 

To verify that replication was established: 


Reporter. 

2. Log on to the Central Reporting Database. 

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3. Run a Call Type Configuration Data report and a Networked Sites Configuration Data 

report to verify that your call type and site data appear on these reports. 

For more information on generating reports, and the type of data to include in the reports, see 

the HiPath ProCenter Reporter User Guide. 

7 

5.8.6 Configuring the Managing Site 

Configuring the managing site enables the IT Monitor application on the HiPath ProCenter 

machine to monitor the Central Reporting Machine servers. 

7 

7 

To verify that all of your information has replicated correctly on the Central 

Reporting server machine, it is recommended that you run all of the 

Configuration Data reports. 

Remember that you must complete the replication procedure for each HiPath 

ProCenter site where you want central reporting. If you want to configure another 

HiPath ProCenter site at this time, return to Section 5.8.3, “Configuring the HiPath 

ProCenter Server Machine”, on page 5-13. 

Ensure that you are on the first machine that you configured for replication. You 

configured this machine in Section 5.8.3, “Configuring the HiPath ProCenter Server 

Machine”, on page 5-13. This should also be the same site for which you entered 

managing site information. 

To configure the managing site on the HiPath ProCenter machine: 


Administrator. 

2. Log on to the Administrator application. 

3. Double-click the System folder. 

4. Right-click the Servers subfolder, and then click New on the shortcut menu. The Server 


5. In the Name box, type Central Admin. 

6. In the Machine Name box, type the server machine name. 

7. In the Port Number box, type the port number. 

8. Ensure that Central Administration Server is selected in the Type list. 

9. Click OK to create the new server. 

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Setting Share Permissions and Security Properties 

The new server appears in the Contents of Servers folder list in the right panel. A Central 

Statistics Server and a Watchdog Server are automatically created along with the Central 

Administration Server. 

10. Double-click the Central Statistics Server in the Contents of Servers folder list in the right 

panel. The Server Properties dialog box appears. 

11. Replace the text in the Name box with Central Stats. Do not change the default server 

machine name, port number, or server type. 

12. Click OK to update the settings for the new server. A warning message appears, informing 

you that the servers should be shut down so that the changes can take effect. 

13. Click Yes. 

7 

14. The new server appears in the Contents of Servers folder list in the right panel. 

7 

Despite the contents of the warning message, do not restart any servers. 

You must now start HiPath ProCenter on the Central Reporting server machine. 

After starting HiPath ProCenter, you can use the IT Monitor application to 

monitor the Central Administration Server and the Central Statistics Server. For 

more information about monitoring servers using the IT Monitor application, see 


5.9 Setting Share Permissions and Security Properties 

You must set the share permissions and security properties for both the NetSetup and the 

ShareData folders. 

To set the share permissions and security properties for folders: 

1. Using Windows Explorer, right-click the NetSetup or ShareData folder, and then do one of 


● If you are using Windows 2000 Server, click Sharing on the shortcut menu. 

● If you are using Windows Server 2003, click Sharing and Security on the shortcut 

menu. 

2. On the Sharing tab, click Permissions. 

3. In the Name list, select Everyone. 

4. In the Permissions list, allow Read permission only. 

5. Click Add. The Select Users, Computers, or Groups dialog box appears. 


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a) In the Look in box, select the local computer name. 

b) In the list of users, computer, and groups, select the local Administrator group, and 

then click Add. 

c) Click OK to close the Select Users, Computers, or Groups dialog box. 


a) Click Locations. When the Enter Network Password windows appears, click 


OK. 

b) In the Enter the enter object name to select box, type Administrators, and 

then click OK. 

7. In the Permissions list, ensure that Full Control is selected for the local Administrator 

group. 

8. Click OK to close the Permissions dialog box. 

9. Click the Security tab, and then do one of the following: 


a) Ensure that the Allow inheritable permissions from parent to propagate to 

this object option is not selected. A Security warning dialog box appears. 

b) Click Remove to remove the inherited permissions. 

c) Click Add. The Select Users, Computers, or Groups dialog box appears. 

d) In the Look in box, select the local computer name. 

e) In the list of users, computers, and groups, select the local Administrator group, 

and then click Add. 

f) In the list of users, computers, and groups, select the Everyone group, and then 

click Add. 


a) Click Advanced. 

a) Ensure that the Allow inheritable permissions from parent to propagate to 

this object and all child objects. Include these with entries explicitly defined 

here option is not selected. A Security warning dialog box appears. 

b) Click Remove to remove the inherited permissions, and then click OK. 

c) Click Add. The Select Users, Computers, or Groups dialog box appears. 

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a) Click Locations. When the Enter Network Password windows appears, click 


OK. 

b) In the Enter the enter object name to select box, type Everyone, and then click 

OK. 

10. Click OK to close the Select Users and Groups dialog box. 

11. On the Security tab, do one of the following: 

● For the NetSetup folder, ensure that Full Control permission is selected for the 

Administrator group and that only the Read & Execute permission is selected for the 

Everyone group. 

● For the ShareData folder, ensure that Full Control permission is selected for both the 

Administrator and the Everyone group. 

12. Click OK to close the Permissions dialog box. 

13. Double-click the ShareData folder. 

14. Right-click the Transfer folder, and then select Properties from the shortcut menu. The 

Transfer Properties dialog box appears. 


16. Click Add, and select those users that need to upload/download databases. Click Add 

after selecting each user, and then click OK after you have finished adding all the users. 

17. Ensure that those users have Full Control permission. 

18. Click OK to close the Transfer Properties dialog box. 

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Configuring DCOM on a Windows 2000 Server Machine 

5.10 Configuring DCOM on a Windows 2000 Server Machine 

To configure DCOM security on a Windows 2000 Server machine: 


dcomcnfg 


2. Click the Applications tab. 

3. In the Applications list, select PbxSrvr, and then click Properties. The Properties dialog 

box appears. 

4. Click the General tab, and set the Authentication Level to None. 

5. Click the Location tab, and ensure that the Run application on this computer option is 

selected. 

6. Click the Identity tab, and then do the following: 

a) Select This user, and then click Browse. 

b) In the List Names From box, select the machine name of the server. 

c) In the Names box, click Administrator. 

d) Click Add, and then click OK. 

e) In the Password box, type the password for the local administrator account, and then 

retype the password in the Confirm Password box. 

f) Click OK to return to the Distributed COM Configuration Properties dialog box. 

7. Click the Default Properties tab, and then do the following: 

● Ensure that the Enable Distributed COM on this computer option is selected. 

● In the Default Authentication Level box, click None. 

● In the Default Impersonation Level box, click Identify. 

8. Click OK. 


10. Select the Restart option, and click OK. 


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Configuring the Automatic Patch (AutoPA) Service 

5.11 Configuring the Automatic Patch (AutoPA) Service 

Before you can schedule and apply patches to your HiPath ProCenter server machines, you 

must configure the AutoPA service on each computer on which HiPath ProCenter server 

software has been installed. 

> Ensure that the account you use to log on to the AutoPA service is a member of the 

Administrators group so that you have full control over the local computer. If this 

account does not already exist, you must create the account on the domain on which 

all your computers are members. You must then add the new domain account to the 

Local Administrators group on each computer running AutoPA, and assign AutoPA 

to run under that domain account as a service. For detailed information on how to 

create a new account on a domain server, see the HiPath ProCenter Operations 

Guide. 

To configure the AutoPA service: 

1. Open the Local Security Settings window. 

2. In the left pane of the Local Security Settings window, double-click Security Settings, 

then Local Policies, and then User Rights Assignment. 

3. To grant the necessary logon rights to all local administrators, do one of the following: 


a) In the Policy list, double-click Log on as a service. The Local 

Security Policy Setting dialog box appears. 

b) Click Add. The Select Users or Groups dialog box appears. 

c) In the Look in box, select the local computer name. 

d) In the list of users and groups, select the local Administrators group, and then 

click Add. 

e) Click OK twice, to close the open dialog boxes. 


a) In the Policy list, double-click Log on as a service. The Log on as a service 


b) Click Add User or Group. The Select Users, Computers, or Groups dialog box 

appears. 

c) Click Locations. When the Enter Network Password windows appears, click 


OK. 

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Configuring the Automatic Patch (AutoPA) Service 

d) In the Enter the enter object name to select box, type Administrators, and 

then click OK twice to close the open dialog boxes. 

4. Close the Local Security Settings window. 


6. In the right pane of the Services window, double-click ProCenter AutoPA. The ProCenter 

AutoPA Properties dialog box appears. 

7. To assign a log on account to the AutoPA service, click the Log On tab, select the This 

account option, and then do one of the following: 

● If you are using Windows 2000 Server, do the following: 

a) Click Browse. 

b) In the Look in box, select the local computer name for workgroups or the domain 

name if the computer is a member of a domain. 

c) In the list of users and groups, select the account whose rights and permissions 

you want AutoPA to use, and then click OK. 

d) Type the password in the provided fields, and then click OK. 

● If you are using Windows Server 2003, do the following: 

a) Click Browse. 


Cancel. In the Locations window, select the local computer name for workgroups 

or the domain name if the computer is a member of a domain, and then click OK. 

c) In the Enter the enter object name to select box, type the name of the account 

whose rights and permissions you want AutoPA to use, and then click OK. 

d) Type the password in the provided fields, and then click OK. 


> To disable the AutoPA service, double-click ProCenter AutoPA in the Services 

> If the computer is a member of a workgroup, the account name and password 

you specify must be the same on every computer participating in the workgroup. 

window, select Disabled in the Startup type box, and then click OK. 

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Configuring the Siemens Prompt Response Connection 

5.12 Configuring the Siemens Prompt Response Connection 

The Prompt Response system interacts with callers to obtain additional information about their 

requirements. It can also provide information to callers while they are waiting in queue for the 

appropriate agent to handle their calls. You can only use an Interactive Voice Response (IVR) 

system with the HPRI configurations, or the Basic configuration with IVR call processing. 

> ● 

To use InterSoft for Windows 2000 or NT, you must copy the HPPCIVR.DLL file from the 

D:\rrserver directory on the HiPath ProCenter server machine to the x:\intv\dll 

directory on the Prompt Response machine, where X is the drive on which the IVR 

applications reside. 

> If you are still running IVR scripts created in an earlier version of HiPath ProCenter 

For information on how to install the Siemens Prompt Response system, see the 

InterVoice Installation Guide. 

● For information on the IVR Application Programming Interfaces (APIs), see the 

HiPath ProCenter Programming Guide. 

5.13 Configuring the Switch to Support HiPath ProCenter Features 

This section describes some of the issues you may want to consider when configuring the 

switch to support HiPath ProCenter features. 

5.13.1 Enabling the Generation of Digits for Desktop Users 

To use the Dialpad to send individual digits (including the * and # characters) while connected 

to a Hicom 300 E or HiPath 4000 switch, Desktop users must be connected to an IVR. 

5.13.2 Enabling the Ring No Answer Feature (HiPath 4000 Switch Only) 

The HiPath ProCenter Ring No Answer feature requeues calls, using the same call type, after 

the maximum pending time is reached. 

To use the Ring No Answer feature in a HiPath 4000 multi-node switching environment, you 

must disable the FNAN (forwarding no-answer networkside) parameter in the COTs (Class of 

Trunks) that are associated with the incoming trunks directing calls to HiPath ProCenter. 

> Disabling the FNAN parameter in one or more COTs in a HiPath 4000 multi-node 

(5.01 or earlier), use the RRNT32.DLL module file located in the same directory. 

configuration can lead to inefficient trunk usage. 

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Nur für den internen Gebrauch Preparing to Install HiPath ProCenter on a Client Machine 

System Requirements for HiPath ProCenter Client Applications 

6 Preparing to Install HiPath ProCenter on a Client 

Machine 

This chapter describes the software and hardware requirements for installing the HiPath 

ProCenter software on a client machine, and provides guidelines for planning the installation. 

6.1 System Requirements for HiPath ProCenter Client Applications 

The following table lists the system requirements for the main HiPath ProCenter client 

applications. 

Application Operating System CPU RAM Disk Space 

Agent Desktop 

or Reporter 

Supervisor or 

Enterprise 

Manager 

Desktop 



















Pentium III 

300 MHz 

Pentium III 

400 MHz 

Table 6-1 System Requirements for HiPath ProCenter Client Applications 

> If you plan to install HiPath ProCenter client applications on a Windows 95 OSR2 or 

128 MB 100 MB 

256 MB 100 MB 

Windows NT 4.0 machine, you must install Internet Explorer 4.01 or later. 

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Preparing to Install HiPath ProCenter on a Client Machine Nur für den internen Gebrauch 

Installing the DCOM Software on a Windows 95 Client Machine 

6.2 Installing the DCOM Software on a Windows 95 Client Machine 

Before you install the HiPath ProCenter client applications on a Windows 95 machine, you must 

install the DCOM software. 

To install the DCOM software: 



x:\DCOM\dcom95 

where x is your CD-ROM drive letter, and then click OK. The DCOM95 for Windows 95 

message box appears. 

3. Click Yes. The DCOM95 for Windows 95 license agreement appears. 

4. Click Yes to accept the license agreement. The relevant files are copied to your system. 


6.3 Installing the MDAC Data Source Administrator Software 

Before you install the HiPath ProCenter client applications, you must install the MDAC Data 

Source Administrator software. 

7 

This procedure assumes that you have already installed the DCOM software on your 

Windows 95 OSR2 machine. You do not need to install MDAC on a Windows 2000 

machine, as it is already installed. 

To install the MDAC Data Source Administrator software: 



x:\MDAC\\mdac_typ 

where x is your CD-ROM drive letter, and is the language used on 

your computer, and then click OK. The Microsoft Data Access Components Setup 

window appears. 

3. Select the Yes, I accept all the terms of the preceding license agreement check box 

and then click Next. 

4. Click Next to begin the installation. The relevant files are copied to your system. 


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Preparing to Install the Reporter Application on a Client Machine 

6.4 Preparing to Install the Reporter Application on a Client Machine 

> If you do not intend to install the Reporter application on a client machine, you can 

Before you install the Reporter application on a client machine, you must do the following: 

● Install the Informix-Connect software 

● Set the Informix environment variable 

● Set the Informix default server 

7 

6.4.1 Installing the Informix-Connect Software 

7 

skip this section and proceed to Chapter 7, “Installing HiPath ProCenter on a Client 

Machine”. 

Do not install the Reporter application on a HiPath ProCenter server machine, as 

this may adversely affect system performance. 

You must uninstall any previous versions of the Informix-Connect software before 


Before you install the Reporter application, you must install the Informix-Connect software. 

To install the Informix-Connect software: 


On the Start menu, click Run, then type: 

x:\informix\iconnect\setup 

where x is your CD-ROM drive letter, and then click OK. This launches the IBM Informix- 

Connect Setup Wizard, which will guide you through the rest of the installation. 


3. After you have read the license agreement, click I accept the terms in the license 

agreement, and then click Next. The Customer Information panel appears. 


Next. The Setup Type panel appears. 

5. Select the Complete installation option, and then click Next. The Ready to Install the 

Program panel appears. 

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> You can ignore the warning pertaining to the Microsoft .NET Framework, as this 

6. Click Install. 


6.4.2 Setting the Informix Environment Variable 

Before you install the Reporter application, you must set the Informix environment variable on 

your machine. This procedure differs slightly depending on your operating system. 

6.4.2.1 Setting the Informix Environment Variable on a Windows 95 or 98 Machine 

To set the Informix environment variable on a Windows 95 or 98 machine: 


sysedit 

and then click OK. The System Configuration Editor window opens. 

2. On a new line in the C:\AUTOEXEC.BAT window, type: 

SET INFORMIXDIR=x:\Program Files\Informix\Connect 

where x is the drive on which you installed the Informix software. 

3. On the File menu, click Save. 



component is not being installed. 

6.4.2.2 Setting the Informix Environment Variable on a Windows NT Machine 

To set the Informix environment variable on a Windows NT machine: 

1. Open the System Properties dialog box. 

2. Click the Environment tab. 

3. In the System Variables list, click any variable. If you do not have Administrator rights on 

your system, select a variable from the User Variable list. 

4. Set the variable name to INFORMIXDIR, and the variable value to: 

x:\Program Files\Informix\Connect 

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5. Click Set, and then click OK. 


6.4.2.3 Setting the Informix Environment Variable on a Windows 2000 Machine 

To set the Informix environment variable on a Windows 2000 machine: 


2. In the left pane of the Computer Management window, right-click Computer 

Management (Local), and then click Properties. 

3. Click the Advanced tab. 

4. Click Environment Variable. 

5. In the System Variables list, click NEW. If you do not have Administrator rights on your 

system, use the User Variables list instead of the System Variables. 




7. Click OK to accept the new variable. 

8. Click OK until you exit Administrative Tools. 


6.4.2.4 Setting the Informix Environment Variable on a Windows XP Machine 

To set the Informix environment variable on a Windows XP machine: 


2. In the left pane of the Computer Management window, right-click Computer 

Management (Local), and then click Properties. 

3. Click the Advanced tab. 

4. Under Environment Variables, click Settings. 

5. In the System Variables list, select NEW. If you do not have Administrator rights on your 

system, use the User Variables list instead of the System Variables. 



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7. Click OK to accept the new variable. 

8. Click OK until you exit Administrative Tools. 


6.4.3 Setting the Informix Default Server 

Before you install the Reporter application, you must set the Informix default server. 

To set the Informix default server: 

1. On the Start menu, point to Programs, then IBM NFORMIX Connect 2.81, and then click 

Setnet32. The IBM Informix Setnet32 window appears. 

2. Click the Environment tab. 

3. In the list of environment variables, select INFORMIXDIR. 

4. In the Edit Environment Variable box, type: 


where x is the drive on which you installed the Informix software, and then click Set. 

5. In the list of environment variables, click INFORMIXSERVER. 

6. In the Edit Environment Variable box, type or select ol_, where 

is the Server Machine Name from the Installation and Configuration 

Worksheet, and then click Set. 

7. Ensure that the Use my settings check box is selected. 

8. Click the Server Information tab. 

9. In the IBM Informix Server box, type or select ol_, where 

is the Server Machine Name from the Installation and Configuration Worksheet. 

10. In the HostName box, specify the machine name of the HiPath ProCenter server. 

11. In the Protocolname box, select olsoctcp. 

12. In the Service Name box, type turbo. 

13. Click Make Default Server. 

14. Click Apply. 

15. To close the IBM Informix Setnet32 dialog box, click OK. 


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Nur für den internen Gebrauch Installing HiPath ProCenter on a Client Machine 

Upgrading HiPath ProCenter Software on a Client Machine 

7 Installing HiPath ProCenter on a Client Machine 

This chapter provides detailed instructions on how to install and configure HiPath ProCenter 

software on a client machine. Use the guidelines in this chapter to ensure a successful 

installation. 

> For detailed instructions on how to install HiPath ProCenter CRM Ready software, 

7.1 Upgrading HiPath ProCenter Software on a Client Machine 

The upgrade process differs slightly depending on the version of the software from which you 

are upgrading. 

> If you are upgrading a client machine on which the Reporter application is installed, 

7.1.1 Upgrading From Version 5.01 or Earlier 

If you are upgrading from version 5.01 or earlier, you can install from the CD-ROM or from the 

NetSetup folder. The HiPath ProCenter Client Setup Wizard automatically detects the previous 

version of the software, prompts you to upgrade, and then uninstalls the previous version. 

7 

see Chapter 8, “Installing HiPath ProCenter CRM Ready Software”. 

you must uninstall the existing version of the Informix-Connect software and install 

the latest version. For detailed instructions on how to install the Informix-Connect 

software, see Section 6.4.1, “Installing the Informix-Connect Software”, on page 6-3. 

Do not connect to the 5.1 server machine until after you have upgraded the client 

machine. If receive a warning message indicating that there has been a version 

mismatch, click Cancel. The ability to upgrade client software while connected to the 

server machine is only supported when upgrading from an earlier version of 5.1 to a 

5.1 SMR release. 

At this point, proceed exactly as if you are performing a new HiPath ProCenter client 

installation, as described in Section 7.2, “Installing HiPath ProCenter Software on a Client 

Machine”. 

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Installing HiPath ProCenter on a Client Machine Nur für den internen Gebrauch 

Installing HiPath ProCenter Software on a Client Machine 

7.1.2 Upgrading From an Earlier Version of 5.1 

If you are upgrading from an earlier version of 5.1 to a 5.1 SMR release, you can install from 

the CD-ROM, from the NetSetup folder, or by connecting to the HiPath ProCenter server 

machine. 

The HiPath ProCenter Client Setup Wizard automatically detects the previous version of the 

software, prompts you to upgrade, and then uninstalls the previous version. 

> If you receive a warning message indicating that there has been a version mismatch, 

At this point, proceed exactly as if you are performing a new HiPath ProCenter client 

installation, as described in Section 7.2, “Installing HiPath ProCenter Software on a Client 

Machine”. 

7.2 Installing HiPath ProCenter Software on a Client Machine 

> For detailed instructions on how to install HiPath ProCenter CRM Ready software, 

To install the HiPath ProCenter client applications: 




> To install the HiPath ProCenter client applications remotely from a network drive 

click Continue. 

see Chapter 8, “Installing HiPath ProCenter CRM Ready Software”. 

without using the CD-ROM, run the Setup program from the NetSetup folder on 

the network. 


x:\rrclient\setup 

where x is your CD-ROM drive letter, and then click OK. The Choose Setup Language 



ProCenter Client Setup Wizard, which will guide you through the rest of the installation. 




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Installing HiPath ProCenter Software on a Client Machine 



8. In the Destination Location panel, accept c:\rrclient as the destination folder in 

which to install the HiPath ProCenter client applications, and then click Next. 

9. In the Select Components panel, select the client components you want to install, and 

then click Next. 





12. When the installation process is complete, ensure that Yes, I want to restart my 

computer now is selected, and then click Finish. 

> To add or remove a client component after the initial installation, you must rerun the 

> After upgrading the Reporter application on a client machine, you must remove and 


7 

> If you chose to install the International Market Release, you must also select 




personnel. 

the language(s) you want to install. 

rrclient setup program and select the Modify option. 

reinstall the default printer before using the Reporter application to print your reports. 

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Configuring DCOM Security 

7.3 Configuring DCOM Security 

The configuration process for configuring DCOM security on your client machine differs slightly 

depending on your operating system. 

7.3.1 Configuring DCOM on a Windows 2000 or NT Client Machine 

To configure DCOM on a Windows 2000 Professional or Windows NT machine: 


dcomcnfg 


2. Click the Default Properties tab, and then select the Enable Distributed COM on this 

computer option. 

3. Set the Default Authentication Level to None 

4. Set the Default Impersonation Level to Identify. 

5. Click OK to exit the Distributed COM Configuration Properties dialog box. 




7.3.2 Configuring DCOM on a Windows 95 or 98 Client Machine 

To configure DCOM on a Windows 95 or 98 machine: 


x:\DCOM\dcm95cfg 

where x is your CD-ROM drive letter, and then click OK. The DCOMCNFG for Windows 

95 and Windows 98 message box appears. 

2. Click Yes. The DCOMCNFG for Windows 95 and Windows 98 license agreement panel 

appears. 

3. Click Yes to accept the license agreement. The relevant files are copied to your system. 


dcomcnfg 


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Configuring DCOM Security 

5. Click the Default Properties tab, and then select the Enable Distributed COM on this 

computer option. 

6. Set the Default Authentication Level to None 

7. Set the Default Impersonation Level to Identify. 

8. Click the Security tab, and then select the Enable remote connection option. 

9. Click OK to exit the Distributed COM Configuration Properties dialog box. 




7.3.3 Configuring DCOM on a Windows XP Client Machine 

To configure DCOM on a Windows XP machine: 


dcomcnfg 

and then click OK. The Components Services dialog box appears. 

2. In the left pane of the Components Services window, double-click Components 

Services, and then Computers. 

3. Right-click My Computer, and then click Properties on the shortcut menu. 

4. Click the Default Properties tab, and then do the following: 

● Ensure that the Enable Distributed COM on this computer option is selected. 

● In the Default Authentication Level box, click None. 

● In the Default Impersonation Level box, click Identify. 

5. Click OK. 




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Verifying the Reporter Installation 

7.4 Verifying the Reporter Installation 

> If you did not install the Reporter application, you can skip this section and proceed 

Perform this procedure on the machine on which the Reporter application is installed: 

1. On the Start menu, point to Programs, then HiPath ProCenter, and then click Reporter. 

2. Click Connect to the Production Database. 

3. In the Administration Server Address box, type the address of the Administration Server 

from the Installation and Configuration Worksheet, such as 6000@rrserver. 

4. In the Local Address box, type the port number on your workstation that is used to identify 

the Reporter application to the database, and then click OK. The default port number is 

6070. 

5. Enter the necessary logon information and then click OK. The Reporter window should 

appear. 

> For detailed information on the Reporter application, see the HiPath ProCenter 


to Section 7.5, “Verifying User Extensions”, on page 7-7. 

Reporter User Guide and the Reporter online Help. 

If you receive the message “Invalid Logon Information”, this indicates that a connection cannot 

be made to the HiPath ProCenter server. The possible causes are: 

● The server is off line. Contact your system administrator to have it brought on line. 

● One or more of the logon fields (Host Name, Server Name, User ID, or Password) are 

incorrect. Ensure that the names in all the fields are correct and try again. This is the most 

common cause of this logon problem. 

● Windows is not setting the PATH variable properly at boot up time. This tends to occur 

mainly on Windows 95 and 98 machines. 

To determine if this is happening, do the following: 

1. Open a Command Prompt window, type the following: 

PATH 

and then press ENTER. The system should display the path to the Informix bin 

directory. A correct path would be similar to: 

c:\windows; x:\Informix\bin. 

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Verifying User Extensions 



> The path should point to the directory in which you installed Informix. If you do not 

7.5 Verifying User Extensions 

1. Log on each agent at the agent’s telephone. 

2. On the Start menu, point to Programs, then HiPath ProCenter, and then click 

Supervisor. 

3. In the Administration Server Address box, type the address of the Administration Server 

from the Installation and Configuration Worksheet, such as 6000@rrserver. 

4. In the Local Address box, type the port number on your workstation that is used to identify 

the Reporter application to the database, and then click OK. 

5. Enter the necessary logon information and then click OK. The Supervisor Launchpad 

should appear. 

6. On the Phone tab, verify that the agent’s state is reflected correctly. 

7. If the agent’s state is not reflected correctly, change the agent’s state and verify that the 

state is reflected correctly. 

> For detailed information on the Supervisor application, see the HiPath ProCenter 

> If you receive a message indicating that the Administration Server was not 


see the path, the PATH variable is not being set in autoexec.bat (Windows 95/98), 

or is not properly set in the environment variables (Windows NT/2000). 

How this PATH variable is set will vary depending upon your site's configuration and 

practices, so you may have to contact your system administrator for assistance. 

found, click OK. 

Desktop User Guide and the Desktop online Help. 

If the agent’s state is not reflected correctly in the Supervisor application, do the following: 

1. Check that the agent’s extension is configured as a switch resource. 

2. Check that the Agent ID is configured in the list of agents. 

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Verifying User Extensions 

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Nur für den internen Gebrauch Installing HiPath ProCenter CRM Ready Software 

Installing CRM Ready Kit for SAP CIC Components 

8 Installing HiPath ProCenter CRM Ready Software 

This chapter provides detailed instructions on how to install the HiPath ProCenter CRM Ready 

software components. CRM Ready is HiPath ProCenter’s Customer Relationship Management 

(CRM) integration solution. It provides the following levels of support for CRM products from 

other vendors: 

Tier 1 Provides CRM integration support for the Clarify, Goldmine, and Remedy 

CRM products by supplementing customer information displayed to agents 

with information collected by HiPath ProCenter. 

Tier 2 Provides CRM integration support for the SAP Customer Interaction Center 

(CIC), the SAP Integrated Communication Interface (ICI), and Siebel 7 and 

Siebel 2000 products, including full integration of stand-alone and Web-based 

client software with HiPath ProCenter-routed telephony and email contacts. 

Tier 3 Provides CRM integration support for SAP Customer Interaction Center (CIC) 

CRM products at the configuration level, enabling you to import and export 

HiPath ProCenter configurations from SAP. 

To install the relevant CRM Ready Kit software components corresponding to the CRM product 

used at your site, refer to one of the following sections: 

● Section 8.1, “Installing CRM Ready Kit for SAP CIC Components”, on page 8-1 

● Section 8.2, “Installing CRM Ready Kit for SAP ICI server components”, on page 8-6 

● Section 8.3, “Installing CRM Ready Kit for Siebel 7 Components”, on page 8-8 

● Section 8.4, “Installing CRM Ready Kit for Siebel 2000 Client Components”, on page 8-11 

● Section 8.5, “Installing CRM Ready for Clarify, Goldmine, or Remedy”, on page 8-13 

8.1 Installing CRM Ready Kit for SAP CIC Components 

HiPath ProCenter’s CRM Ready Kit for SAP CIC has both server and client components. There 

are two server side components, both of which are optional: 

● Telephony Gateway — a communication bridge between the SAPphone Telephony 

Interface and the HiPath ProCenter Telephony and Email Servers that enables HiPath 

ProCenter to route calls to agents using the SAP GUI. 

● Routing Gateway — a communication bridge between the SAP Business Communication 

Business Routing and the HiPath ProCenter Administration Server that enables you to 

download SAP Business Routing scenarios to HiPath ProCenter. 

There is a single client component that only has to be installed if SAP agents are to be able to 

handle email messages routed by HiPath ProCenter. 

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Installing HiPath ProCenter CRM Ready Software Nur für den internen Gebrauch 


● EHandler (SAP Desktop) — a desktop application that enables agents using the 

Customer Interaction Center (CIC) to handle email routed from HiPath ProCenter. 

> The SAP Router Server is shared between different applications and can service up 

to 1000 Telephony Gateway SAP connections. As a result it is recommended that 

you dedicate an SAP Router Server machine for the Telephony Gateway. 

For detailed information on the limitations of the Telephony and Routing Gateways, 

see the Special Issues and Traps of HiPath ProCenter Standard and Advanced 

integrated within an SAP CRM environment document on the Siemens Intranet at: 

http://netinfo.icn.siemens.de/es/products/ 

product_hipath_procenter_advanced_sap/misc/ 

specialities_of_HPPC_with_SAP.doc 

8.1.1 Installing CRM Ready Kit for SAP CIC Server Components 

Before you begin, ensure that the server machine on which you are installing the CRM Ready 

Kit for SAP CIC server components meets the following system requirements: 

CPU RAM Disk Space Ethernet Card CD-ROM 

Pentium III 600 MHZ 256 MB 50 MB 100 MB IDE 4X 

Table 8-1 System requirements for CRM Ready Kit for SAP CIC server components 

> Before you install the SAP server components, it is recommended that you also test 

the SAP RFC connection. For detailed instructions on how to test the SAP RFC 

connection, see your SAP documentation. 

To install the CRM Ready SAP components on a dedicated Gateway server machine: 










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you will be unable to install the CRM Ready software. 




which to install the CRM Ready software, and then click Next. 

9. In the Setup Type panel, select CRM Ready Setup, and then click Next. 

10. In the Select Components panel, choose one or both of the following options: 

● If you intend to work with the SAP CIC integration, select only the SAP Telephony 

Gateway component, and then click Next. 

● If you intend to work with the SAP Business Routing interface, select only the SAP 

Routing Gateway (Business Rules Integration) component, and then click Next. 


program folder by clicking Next. 





> For detailed instructions on how to configure the SAP components, see the CRM 


7 

> If you chose to install the International Market Release, you must also select the 




personnel. 

language(s) you want to install. 

Ready Kit for SAP CIC guide. 

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8.1.2 Installing CRM Ready Kit for SAP CIC Client Components 

HiPath ProCenter’s CRM Ready client software for SAP consists of the EHandler (SAP GUI) 

component, which enables agents using the Customer Interaction Center (CIC) to handle email 

routed from HiPath ProCenter. You must install the EHandler (SAP GUI) component on every 

agent workstation that is intended to provide HiPath ProCenter email support. 

7 

Prior to installing the EHandler (SAP GUI) component on a SAP desktop client machine, you 

must do the following: 

● Ensure that the SAP client machine on which you are installing the EHandler component 

meets the recommended system requirements. 

> For detailed information on the recommended system requirements for the SAP 

● Install the SAP Software release 6.2 or later on the agent desktop machines. 

> To verify that the SAP software is installed correctly, use the application to log 

● Test whether HiPath ProCenter is properly routing calls and email messages. To perform 

this test, you must install the HiPath ProCenter Agent Desktop application on at least one 

agent workstation. The Desktop application can be removed after testing. 

> For instructions on how to perform this test, see the CRM Ready Kit for SAP CIC 

It is strongly recommended that you do not install HiPath ProCenter client software 

and the EHandler (SAP GUI) component on the same agent desktop machine. 

client machine, see your SAP documentation. 

on to the SAP R/3 Server from the agent desktop. For more information, see 

your SAP documentation. 

guide. 

To install the EHandler (SAP GUI) component on a client machine: 





I:\rrclient\setup 




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9. In the Components panel, select the SAP Desktop Integration option, and then click 

Next. 








> If you select International Market Release, you must select the language(s) 

7 

> If an SAP agent is not required to handle email messages routed from HiPath 

you want to install when you reach the Select Components panel. 


personnel. 

ProCenter, the EHandler (SAP GUI) component does not need to be installed 

on that agent’s machine. The agent can still handle telephony calls routed from 

HiPath ProCenter using the SAP Customer Interaction Center (CIC). 

Ready Kit for SAP CIC guide. 

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Installing CRM Ready Kit for SAP ICI server components 

8.2 Installing CRM Ready Kit for SAP ICI server components 

Since HiPath Procenter provides support for the SAP ICI Web-based client, the only CRM 

Ready Kit for SAP ICI component is a server component: 

● Interaction Gateway — a Tier 2 communication bridge between the SAP Integrated 

Communication Interface (ICI) and the HiPath ProCenter Telephony and Email Servers 

that enables HiPath ProCenter to route calls to agents using the SAP Interaction Center 

Web Client (ICWC). 

The Interaction Gateway can be installed on a dedicated machine or on the main HiPath 

ProCenter server machine. Before you begin, ensure that the server machine on which you are 

installing the CRM Ready SAP Gateway components meets the following system 

requirements: 

CPU RAM Disk Space Ethernet Card CD-ROM 

Pentium III 600 MHZ 256 MB 50 MB 100 MB 

recommended 

on a dedicated 

machine 

IDE 4X 

Table 8-2 System requirements for SAP Gateway Components 

To install the CRM Ready Kit for SAP ICI server components: 

















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Installing CRM Ready Kit for SAP ICI server components 




10. In the Select Components panel, select the SAP Interaction Gateway component, and 









7 



personnel. 


Ready Kit for SAP ICI guide. 

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Installing CRM Ready Kit for Siebel 7 Components 

8.3 Installing CRM Ready Kit for Siebel 7 Components 

The CRM Ready Kit for Siebel 7 has both server and client components. In addition, the CRM 

Ready Kit for Siebel 7 components you must install, differ according to whether you are working 

with Siebel 7.0 or Siebel 7.5. 

8.3.1 Installing CRM Ready Kit for Siebel 7 Server Components 

HiPath ProCenter’s CRM Ready server software for Siebel enables you to integrate with the 

Siebel Web Client so you can handle telephony and email contacts routed by HiPath ProCenter. 

You install the CRM Ready Kit for Siebel 7 server component on the Siebel server machine. 

Before you begin, ensure that the Siebel server machine on which you are installing the Siebel 

Integration components meets the recommended system requirements. 

> For detailed information on the recommended system requirements for the Siebel 

To install the CRM Ready Siebel components on a Siebel server machine: 















server, see your Siebel documentation. 




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10. In the Components panel, do one of the following: 

● If you intend to integrate with Siebel 7.0 Web-based clients, select only the Siebel 7.0 

Integration component, and then click Next. 









> For detailed instructions on how to configure the Siebel 7 components, see the 

7 



personnel. 


HiPath ProCenter CRM Ready Kit for Siebel 7 guide. 

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8.3.2 Installing CRM Ready Kit for Siebel 7 Client Components 

HiPath ProCenter’s CRM Ready client software for Siebel enables agent using Siebel client 

software to handle telephony and email contacts routed by HiPath ProCenter. You must install 

the Siebel 7.0 or Siebel 7.5 Desktop components on every agent workstation that is running 

the Siebel Mobile Web Client, or Dedicated Web Client. 

Before you begin, ensure that the Siebel client machines on which you are installing the Siebel 

Desktop components meet the recommended system requirements. 

> For detailed information on the recommended system requirements, see your Siebel 

To install the CRM Ready Siebel Desktop component on a client machine: 


















7 




personnel. 

9. In the Select Components panel, do one of the following: 

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Installing CRM Ready Kit for Siebel 2000 Client Components 












8.4 Installing CRM Ready Kit for Siebel 2000 Client Components 

The CRM Ready Kit for Siebel 2000 has only a client component. The client component should 

be installed on all agent workstations running the Siebel 2000 client software. 

Before you begin, ensure that the Siebel client machines on which you are installing the Siebel 

Desktop components meet the recommended system requirements. You must also install the 

Siebel 2000 Desktop component prior to installing the CRM Ready Kit for Siebel 2000 

component. 

> For detailed information on the recommended system requirements, see your Siebel 



HiPath ProCenter CRM Ready Kit for Siebel 7. 


To install the CRM Ready Siebel Desktop component on a client machine: 






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Installing CRM Ready Kit for Siebel 2000 Client Components 












9. In the Select Components panel, select the Siebel 2000 Integration component, and 










7 




personnel. 


HiPath ProCenter CRM Ready Kit for Siebel 2000 guide. 

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Installing CRM Ready for Clarify, Goldmine, or Remedy 

8.5 Installing CRM Ready for Clarify, Goldmine, or Remedy 

HiPath ProCenter’s enables contact center agents using Clarify eFrontOffice 7.0, Goldmine 

FrontOffice 2000, or Remedy Action Request Version 4.0 CRM products to track and record 

information about calls and customers, as well as perform time-saving tasks using information 

collected and routed by HiPath ProCenter. 

You must install the CRM Ready software for Clarify, Goldmine, and Remedy on every agent 

workstation that is intended to integrate with HiPath ProCenter. 

> Ensure that the client machine on which you are installing the CRM Ready software 

To install the CRM Ready software for the Clarify, Goldmine, and Remedy CRM products: 
















meets the recommended system requirements for Clarify, Goldmine or Remedy. 



7 



personnel. 

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Installing CRM Ready for Clarify, Goldmine, or Remedy 

9. In the Components panel, select the CRM Ready Tier 1 components option, and then 

click Next. 







> For more information, see the CRM Ready information in the HiPath ProCenter 




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Nur für den internen Gebrauch Configuring Web Collaboration 

System Requirements for Web Collaboration 

A Configuring Web Collaboration 

This chapter provides detailed instructions on how to install and configure Web Collaboration 

on the supported Web server machines so that you can initiate a chat session. 

> If you do not intend to use Web Collaboration feature, you can skip this chapter and 

proceed to Appendix B, “Configuring the Call Director Application”. 

A.1 System Requirements for Web Collaboration 

Ensure that the server machine on which you are installing Web Collaboration meets the 

following system requirements: 

Operating System Web Servers Web Browser 

● Windows 2000 Professional 

or Server with Service Pack 2 

or later 

● Windows NT Workstation 4.0 

with Service Pack 5 or later 

● Sun Solaris 8 

● Microsoft Internet Information 

Server (IIS) 

● Apache HTTP Server version 

1.3 and Tomcat version 3.2.3 

or later 

● iPlanet Application Server 4.1 

with Service Pack 7 or iPlanet 

Application Server 6.0 with 

Service Pack 1 

Table A-1 System requirements for Web Collaboration 

7 

● Internet Explorer 

4.x or 5.x 

● Netscape 4.x, 

6.01, or 6.2 

Web Collaboration is configured to use SSL communication between the Web server 

and the HiPath ProCenter server. Before you proceed, you must either install an SSL 

certificate on the HiPath ProCenter machine or turn off SSL for Web Collaboration 

in the HiPath ProCenter Administrator application. 

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HiPath ProCenter Installation Guide A-1

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Configuring Web Collaboration Nur für den internen Gebrauch 

Configuring Web Collaboration on an IIS Server Machine 

A.2 Configuring Web Collaboration on an IIS Server Machine 

Before you proceed, ensure that Internet Information Services (IIS) is properly installed and 

configured on your machine. For more information on how to install and configure IIS, see your 


> After you have configured Web Collaboration on an IIS server machine, proceed to 

A.2.1 Creating a Virtual Directory 

To create a virtual directory on an IIS server machine: 

1. Create a directory structure on the IIS server machine for the Web Collaboration files, such 

as \hppc\iis\ 


3. In the left pane of the Computer Management window, double-click Services and 

Applications, and then open the Internet Information Services folder. 

4. Right-click Default Web Site, point to New on the shortcut menu, and then click Virtual 

Directory. This launches the Virtual Directory Creation Wizard, which will guide you 

through the rest of the process. 

5. Click Next. The Virtual Directory Alias panel appears. 

6. In the Alias box, type the alias name you want to use for the virtual directory, such as iis, 

and then click Next. The Web Site Content Directory panel appears. 

7. Specify the path to the virtual directory you created in step 1, and then click Next. The 

Access Permission panel appears. 

8. Under Access Permissions, select the following check boxes: 

● Read 

Section A.5, “Configuring the Web Collaboration Files” and Section A.6, “Testing 

Web Collaboration”. 

● Run Scripts 

● Execute (such as ISAPI application or CGI) 

9. Click Next, and then click Finish to close the wizard. 

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A-2 HiPath ProCenter Installation Guide

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Configuring Web Collaboration on an IIS Server Machine 

A.2.2 Copying the Web Collaboration Files 

To copy the Web Collaboration files to the IIS server machine: 

1. Insert the HiPath ProCenter Suite Master Kit CD-ROM into the CD-ROM drive. All the 

necessary Web Collaboration files can be found in the html\iis directory. 

2. Create the following folders on the IIS server machine for the Web Collaboration files: 

● \hppc\iis\html 

● \hppc\iis\images 

● \hppc\iis\html\deutsch 

● \hppc\iis\html\deutsch\images 

● \hppc\iis\html\usenglish 

● \hppc\iis\html\usenglish\images 

3. Copy the following files from the html\iis folder on the CD-ROM: 

● HPWC.ini 

● thppc.dll 

● urldecode.txt 

to the \hppc\iis\ folder you created on the IIS server machine. 

4. Copy the AppletChat.jar file from the \html\iis folder on the CD-ROM to the 

\hppc\iis\html\ folder you created on the Web server machine. 

5. Copy all of the files from the \html\iis\images folder on the CD-ROM to the 

\hppc\iis\images folder you created on the Web server machine. 

6. Copy all of the files from the \html\iis\usenglish folder on the CD-ROM to the 

\hppc\iis\html\usenglish folder you created on the Web server machine. 

7. Copy all of the files from the \html\iis\usenglish\images folder on the CD-ROM to 

the \hppc\iis\html\usenglish\images folder you created on the Web server 

machine. 

8. Copy all of the files from the \html\iis\deutsch folder on the CD-ROM to the 

\hppc\iis\html\deutsch folder you created on the Web server machine. 

9. Copy all of the files from the \html\iis\deutsch\images folder on the CD-ROM to the 

\hppc\iis\html\deutsch\images folder you created on the Web server machine. 

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Configuring Web Collaboration on a Tomcat Server Machine 

A.2.3 Configuring the HPWC.ini File 

1. Open the HPWC.ini file in a text editor. 

2. Under [WEBSETTINGS], change the DefaultPath setting so that it specifies the path to 

the virtual directory you created on the Web server machine, such as: 

c:\hppc\iis\html\\ 

3. Under [HPPCSETTINGS], change the Address setting so that it specifies the IP address 

of the computer that has the HiPath ProCenter server running on it, and then verify that the 

default port is set to 6021. 

4. If the connection to HiPath ProCenter is SSL-based (secure connection), set the value of 

the SocketServerConnection variable to ssl, otherwise set it to nossl 


> You must restart your Web server machine after you modify the HPWC.ini file. 

A.3 Configuring Web Collaboration on a Tomcat Server Machine 

> After you have configured Web Collaboration on a Tomcat server machine, proceed 

> Do not replace the tag with another language. For example, 

> Ensure that port 6021 is opened in the firewall between the Web server and the 

c:\hppc\iis\html\ is incorrect and should not be used. 

HiPath ProCenter server. Do not use port 6020 as the inbound port between the 

Web server and the HiPath ProCenter server, as this port is used to 

communicate with HiPath ProCenter servers and agents. 

Before you proceed, ensure that Apache is installed as your Web server, Apache’s Jakarta- 

Tomcat is installed as your Java servlet engine, and that you are using the Java Secure Socket 

Extension (JSSE) version 1.0.2 for your connection. 

> ● 

to Section A.5, “Configuring the Web Collaboration Files” and Section A.6, “Testing 


For information on how to connect Tomcat to the Apache server, please visit: 

http://jakarta.apache.org/tomcat/tomcat-3.2-doc/tomcat-apache-howto.html 

● For information on the Java Secure Socket Extension (JSSE), please visit: 

http://java.sun.com/products/jsse/install.html 

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A.3.1 Creating a Virtual Directory 

> Different versions of Apache’s Tomcat server may require different directory 

To create a virtual directory on a Tomcat server machine: 


[tomcat-root]/conf/server.xml 

2. Under , type the following: 

 

 


4. To verify that the virtual directory was created successfully, restart the Web server. You 

should see the line ContextManager: Adding context Ctx(/servlet) in the top 

portion of the server window. 


To copy the Web Collaboration files to the Tomcat machine: 

> Windows and Solaris use different path name separators. Ensure that you use the 

structures. For detailed information on how to configure the Tomcat server, please 

visit http://jakarta.apache.org/ 

appropriate one for your environment. 

1. Create the following folders on the Tomcat server machine for the Web Collaboration files: 

● [tomcat-root]/bin/hpwcapp 

● [tomcat-root]/webapps/servlet 

● [tomcat-root]/webapps/servlet/images 

● [tomcat-root]/webapps/servlet/html 

● [tomcat-root]/webapps/servlet/html/deutsch 

● [tomcat-root]/webapps/servlet/html/deutsch/images 

● [tomcat-root]/webapps/servlet/html/usenglish 

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● [tomcat-root]/webapps/servlet/html/usenglish/images 

● [tomcat-root]/webapps/servlet/web-inf 

● [tomcat-root]/webapps/servlet/web-inf/classes 


necessary Web Collaboration files can be found in the \html\apache directory. 

3. Copy the config.properties and page.config.properties files from the \html\apache 

folder on the CD-ROM to the [tomcat-root]/bin/hpwcapp folder you created on the 


4. Copy the WcServlet.jar file from the \html\apache folder on the CD-ROM to the 

[tomcat-root]/webapps/servlet/web-inf/classes folder you created on the 


5. On the Web server machine, open a command prompt window, proceed to the directory 

containing the WcServlet.jar file, type the following on the command line: 

jar -xvf WcServlet.jar 

or 

> If you cannot mount the CD-ROM on your Solaris machine, copy the files using 

an FTP program. 


and then press ENTER. This creates additional subfolders under the classes folder. 

6. Copy the AppletChat.jar file from the \html\apache folder on the CD-ROM to the 

[tomcat-root]/webapps/servlet/html folder you created on the server machine. 

7. Copy all of the files from the \html\apache\images folder on the CD-ROM to the 

[tomcat-root]/webapps/servlet/images folder you created on the server 

machine. 

8. Copy all of the files from the \html\apache\usenglish folder on the CD-ROM to the 

[tomcat-root]/webapps/servlet/html/usenglish folder you created on the 


9. Copy all of the files from the \html\apache\usenglish\images folder on the CD- 

ROM to the [tomcat-root]/webapps/servlet/html/usenglish/images folder 

you created on the server machine. 

10. Copy all of the files from the \html\apache\deutsch folder on the CD-ROM to the 

[tomcat-root]/webapps/servlet/html/deutsch folder you created on the server 

machine. 

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11. Copy all of the files from the \html\apache\deutsch\images folder on the CD-ROM 

to the [tomcat-root]/webapps/servlet/html/deutsch/images folder you 

created on the server machine. 

> If you need to configure server security constraints, consult with your Web server 

A.3.3 Configuring the config.properties File 

1. In the [tomcat-root]/bin/hpwcapp folder, open the config.properties file in a text 

editor. 

2. Change the socket.server.name value to the IP address of the Web Collaboration 



> You must restart your Web server machine after modifying this file. 

administrator. 

A.3.4 Configuring the page.config.properties File 

1. In the [tomcat-root]/bin/hpwcapp folder, open the page. config.properties file in a 

text editor. 

2. Change the html.root.dir value to the full path of the directory in which the Tomcat server 

was installed. 



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Configuring Web Collaboration on an iPlanet Server Machine 

A.3.5 Configuring the web.xml File 

1. In the webapps/servlet/web-inf folder, create a web.xml file. To view a sample file, 

look in webapps/examples/web-inf/web.xml 

2. Under , type the following: 

 

 

thppc 

 

 

com.siemenscom.hppc.wc.servlet.web.RequestProcessor 

 

 

press ENTER twice, and then type the following: 

 

thppc 

/thppc 

 



A.4 Configuring Web Collaboration on an iPlanet Server Machine 

> After you have configured Web Collaboration on an iPlanet server machine, proceed 

This procedure assumes that you have already installed and configured iPlanet as your Web 

server and the Java Secure Socket Extension (JSSE) version 1.0.2 for your SSL connection. 

> For information on the Java Secure Socket Extension (JSSE), please visit 

to Section A.5, “Configuring the Web Collaboration Files” and Section A.6, “Testing 



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A.4.1 Creating a New Server Instance 

Using iPlanet’s Web Server Administration Server application, create a new server instance for 

Web Collaboration on the server machine. 

> Ensure that the user name you specify as the "server user" is the same person who 

iPlanet automatically creates a folder based on the name you specify as the server identifier. 

For example, if you type the word webchat as the server identifier, iPlanet creates a folder 

called /https-webchat/ 

If your server is set to Never attempt to resolve IP addresses into host names, you must be 

consistent with your configuration. This means either using IP addresses or host names, but 

not both. 

> The steps for creating a new server instance may differ depending on the version of 


To copy the Web Collaboration files to the iPlanet machine: 

> Windows and Solaris use different path separators. Ensure you use the appropriate 

will create the file directories on the iPlanet machine for the Web Collaboration files. 

1. Create the following folders on the iPlanet server machine for the Web Collaboration files: 

● .../hppc/iplanet/webchat 

● .../hppc/iplanet/webchat/html 

● .../hppc/iplanet/webchat/images 

● [iplanet-root]/servers/https-webchat/config/hpwcapp 

> With the exception of the hpwcapp folder, you can create the folders anywhere 

iPlanet you are using. For detailed information on how to create a server instance, 

see the iPlanet documentation. 

one for your environment. 

on the server machine. 


necessary Web Collaboration files can be found in the \html\iplanet directory. 

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3. Copy the config.properties and page.config.properties files from the \html\iplanet 

folder on the CD-ROM to the hpwcapp folder you created in step 1. 

4. Copy the WcServlet.jar file from the \html\iplanet folder on the CD-ROM to the .../ 

hppc/iplanet/webchat folder you created on the server machine. 

5. On the iPlanet server machine, open a command prompt window, proceed to the directory 

containing the WcServlet.jar file, type the following on the command line: 


or 

> If you cannot mount the CD-ROM on your Solaris machine, copy the files using 

an FTP program. 


and then press ENTER. This creates additional subfolders under the webchat folder. 

6. Copy the AppletChat.jar file from the \html\iplanet folder on the CD-ROM to the 

.../hppc/iplanet/webchat/html folder you created on the server machine. 

7. Copy all of the files from the \html\iplanet\images folder on the CD-ROM to the 

.../hppc/iplanet/webchat/images folder you created on the server machine. 

8. Copy all of the files from the \html\iplanet\usenglish folder on the CD-ROM to the 

.../hppc/iplanet/webchat/html/usenglish folder you created on the server 

machine. 

9. Copy all of the files from the \html\iplanet\usenglish\images folder on the CD- 

ROM to the .../hppc/iplanet/webchat/html/usenglish/images folder you 

created on the server machine. 

10. Copy all of the files from the \html\iplanet\deutsch folder on the CD-ROM to the 

.../hppc/iplanet/webchat/html/deutsch folder you created on the server 

machine. 

11. Copy all of the files from the \html\iplanet\deutsch\images folder on the CD-ROM 

to the .../hppc/iplanet/webchat/html/deutsch/images folder you created on 

the server machine. 

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A.4.3 Configuring Servlet Attributes 

To configure the servlet attributes: 

1. Open iPlanet’s Web Server Administration Server application. 

2. Click the Servlets tab. 

3. In the left pane, click Configure Servlet Attributes. 

4. On the Configure Servlet Attributes page, do the following: 

a) In the Servlet Name box, type thppc. 

b) In the Servlet Code (class name) box, type: 

com.siemenscom.hppc.wc.servlet.web.RequestProcessor 

c) In the Servlet Classpath box, type the path to the servlet root. In our example, this 

would be: 

5. Click OK. 

.../hppc/iplanet/webchat/ 

A.4.4 Configuring the Servlet Virtual Path 

To configure the servlet virtual path: 


2. Click the Servlets tab. 

3. In the left pane, click Configure Servlet Virtual Path Translation. 

4. In the Virtual Path box, type /servlet/thppc 

5. In the Servlet Name box, type thppc 

6. Click OK. 

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Configuring the Web Collaboration Files 

A.4.5 Configuring the Contents Files 

To configure the contents file: 


2. Click the Content Mgmt tab. 

> If you are using the iPlanet Application Server version 6.0, you must click the 

3. In the left pane, click Additional Document Directories. 

4. Map the URL prefixes, such as /servlet/html and /servlet/images, to their 

physical directories on the Web server machine, and then click OK. 

A.5 Configuring the Web Collaboration Files 

The following sections describe how to properly configure the following Web Collaboration files: 

● NeedHelp.htm 

● CaptureCallData.htm 

● AppletChatPage.htm 

Class Manager button to access the Content Mgmt tab. 

A.5.1 Configuring the NeedHelp.htm File 

1. Open the NeedHelp.htm file in a text editor. 

2. Change the href setting to the URL of your Web server machine. For example: 

● On an IIS server machine: 

href=http:////... 

● On a Tomcat or iPlanet server machine: 

href=http:///... 

where is the name of your host machine and is the 

path to the virtual directory you created on the Web server machine 

3. Consult with the person responsible for the HiPath ProCenter installation to verify that the 

varCallType, varUserLanguage, and varInitialURL settings are correct. 

4. To specify a call type for the chat request, type the following: 

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Configuring the Web Collaboration Files 

 

where is the name of your host machine, is the path 

to the virtual directory you created on the Web server machine, and DefaultChatCType 

is the name of the default call type. 

If you have defined another chat call type, such as SalesCallType, then simply replace 

DefaultChatCType with SalesCallType as follows: 

varCallType=SalesCallType 

> ● 


A.5.2 Configuring the CaptureCallData.htm File 

1. Open the CaptureCallData.htm file in a text editor. 

2. Consult with the person responsible for the HiPath ProCenter installation to verify that the 

varSessionPriority, varUserLanguageId, and varSiteKey settings are correct. 

> You can configure the varUserLanguageId by using either a numeric value or 

If you do not specify a call type for the chat request, the initial URL is used 

in the chat routing entries. 

● The varCallType setting is case-sensitive. Since the call type is specified in 

a URL, it limits the use of allowable characters to a limited subset of the US- 

ASCII character set. As a result, you should avoid using special characters, 

such as "#", "$", "@", in the call type. 

● The varInitialURL setting is case-insensitive and is converted to lowercase 

when mapped to the appropriate Chat routing table entry for DNIS. 

the language name defined in the Administrator application. For example, the 

settings for English and German are as follows: 

● For English: 

="hidden name"="varUserLanguageId" value="1"> 

● For German: 

="hidden name"="varUserLanguageId" value="2"> 

3. If you have not specified a call type for your chat request in the NeedHelp.htm file, the chat 

type defined in the routing entry will be used. You can define the priority of the chat type as 

follows: 

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Testing Web Collaboration 

> Do not change the varCallType, varUserLanguage, or varInitialURL settings in the 

CaptureCallData.htm file, as these settings are automatically matched to the 

settings specified in the NeedHelp.htm file. 

A.5.3 Configuring the AppletChatPage.htm File 

1. Open the AppletChatPage.htm file in a text editor. 

2. If necessary for the IIS server, change the ServletLocation setting so that it specifies the 

path to the virtual directory you created on the Web server machine, such as: 

\iis\ 

> If you are using an https connection for your Web Collaboration sessions, you 

must set the following parameter: 

 


A.6 Testing Web Collaboration 

The process for testing Web Collaboration differs slightly depending on the type of Web server 

machine you are using. 

A.6.1 Testing Web Collaboration on an IIS Server Machine 

To test Web Collaboration on an IIS server machine: 

1. Start the HiPath ProCenter server machine. 

2. Start the IIS Web server machine. 

3. Open a Web browser and type in the URL of your IIS server, such as 

http:////thppc.dll 

where is the name of your host machine and is the path to the 

virtual directory you created on the Web server machine. 

You should see the NeedHelp.htm page. If HiPath ProCenter is running and there is an agent 

with chat skills available, you may attempt to chat with the agent. 

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Testing Web Collaboration 

A.6.2 Testing Web Collaboration on a Tomcat Server Machine 

> If you are running Tomcat on the Windows platform, you must run it as a standalone 

application, and not as a Windows Service. 

To test Web Collaboration on a Tomcat server machine: 


2. To start the Tomcat server machine, proceed to the [tomcat-root]/bin directory and 

then type the following: 

./startup.sh 

3. Open a Web browser and type in the URL of your Tomcat server, such as: 

http:///servlet/thppc 

where is the name of your host machine. 



A.6.3 Testing Web Collaboration on an iPlanet Server Machine 

To test Web Collaboration on an iPlanet server machine: 


2. Start the iPlanet Web server machine. 

3. Start the server instance you created for Web Collaboration. 

4. Open a Web browser and type in the URL of your iPlanet server, such as: 

http:///servlet/thppc 

where is the name of your host machine. 



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Troubleshooting Web Collaboration 

A.7 Troubleshooting Web Collaboration 

This section provides solutions to some of the more common issues you may encounter while 

using Web Collaboration. 

A.7.1 Web Server Configuration Issues 

It is recommended that you consider the following issues when configuring Web Collaboration 

on your Web server machine. 

● In each language subdirectory, ensure that the Web server IP address and port number 

specified in the NeedHelp.htm and the virtual path specified in the AppletChatPage.htm 

files are the same as the Web server that hosts your servlet. 

● If you plan to use the default language setting, you must modify the URL-request for the 

no-default language. To specify the language, type the following into your browser’s 

address field: 

● On an IIS machine: 

http:////thppc.dll?varUserLanguage=deutsch 

● On a Tomcat or iPlanet machine: 

http:///servlet/thppc?varUserLanguage=deutsch 

where is the name of your host machine and is the 

virtual directory you created on the IIS server machine. 

● Verify that references to the email and callback servers are correct in the following pages: 

● CancelEnqueueResponse.htm 

● CenterIsClosed.htm 

● EnqueueError.htm 

● GeneralError.htm 

● TimeoutOne.htm 

If you have not configured the Web Callback interface on the Callback Server, remove the 

following line from these pages: 

have one of our agents call 

you by phone at a mutually convenient time 

● Each language directory contains an error.txt file, that includes language-specific error 

messages. You can change these messages as required. 

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A.7.2 General Connection Issues 

Issue: 

You cannot load the start page or you receive a 404 error message. 

Solution: 

Ensure that the hostname can be mapped to its IP address correctly. If it can, ensure that the 

Web server is running, that the URL you are using is correct, and that the HostMachine name 

specified in the NeedHelp.htm page is correct. 

If your Web server listens to a specific port, such as 8181, you must add the port number to the 

HostMachine name in your URL request and in the NeedHelp.htm page. 

> If you are using a Tomcat server machine and receive this error, proceed to the 

Issue: 

You are receiving a connection error (error code 1003). 

Solution: 

Ensure that the Web Collaboration server is running properly, and that the IP and port number 

in your configuration file (HPWC.ini on the IIS server or config.properties on the Tomcat 

or iPlanet server) is correct. 

You should also ensure that the hostname of the Web Collaboration server can be resolved 

properly on the Web server machine. 

A connection error may also occur if you do not have an SSL certificate installed on the Web 

Collaboration server on the HiPath ProCenter machine and the secure setting is turned on. If 

this is the case, you must either install a server certificate or use the Administrator application 

to turn off the secure setting. 

> On Tomcat or iPlanet, the installation of the JSSE library is mandatory regardless of 

[tomcat-root]/bin directory and then type ./startup.sh to restart the Web 

server. 

whether you use a secure or plain connection. Since there may be more than one 

Java Runtime Engine (JRE) installed on your Web server machine, you must ensure 

that the JSSE library is installed in the same JRE directory that your Web server is 

using. For example, iPlanet allows you to configure the path to your Java Runtime 

Engine (JRE) in the start-jvm file located in iPlanet's https-admserv directory. 

For more information, see http://java.sun.com/products/jsse/install.html 

Issue: 

The applet file loads successfully, but you cannot establish a chat session. 

Solution: 

Ensure that the ServletLocation setting in the AppletChatPage.htm file specifies the path to 

the virtual directory you created on the Web server machine, such as: 

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\iis\ 

Issue: 

When you attempt to use the Send This Page feature on the Agent Desktop application to send 

a URL to a linked Web page you found, the URL for the original page is pushed to the customer 

instead of the linked URL. 

Solution: 

The Send This Page feature is designed to send the URL that appears in the address bar. Since 

some linked Web pages have hidden variables that do not change the URL that appears in the 

address bar, only the original page is sent to the customer. In this instance, it is recommended 

that you use the Escorted Browsing feature. 

Issue: 

You are using the Escorted Browsing feature and receive an "Access denied" error. 

Solution: 

The Escorted Browsing feature will push a URL to a customer as an agent browses the site. 

However, if the customer does not have sufficient authority, the page will not render. This is 

expected behavior. 

A.7.3 Secure Connection Issues 

If you plan to use a secure connection to the HiPath ProCenter server, you should carefully read 

the following information provided by the vendor about Java Secure Socket Extension (JSSE) 

before you set up a secure connection to HiPath ProCenter using SSL: 


http://java.sun.com/products/jsse/doc/guide/API_users_guide.html 

To register the SSL service provider, you must add the following line to the java.security file 

under /jre/lib/security: 

security.provider.2=com.sun.net.ssl.internal.ssl.Provider 

> The provider number that you enter may vary. This is "provider.2" in the sample 

After you have registered the SSL service provider, import the certificate that you have 

exported from the HiPath ProCenter server into the cacerts file at /lib/ 

security/ and ensure that the certificate is still valid. 

> Ensure that the directory you specify is the same as the one your Web 

above. 

server is using, as there may be more than one Java Runtime Engine installed on 

your Web server machine. 

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Issue: 

You don’t know how to install a certificate on the HiPath ProCenter server machine. 

Solution: 

> This solution assumes that you have already obtained a certificate that meets your 

Once you have the certificate, you can use Internet Explorer to import the certificate into the 

certificate store of the HiPath ProCenter machine. 

1. Open Internet Explorer. 

2. On the Tools menu, click Internet Options. 

3. Click the Content tab. 

4. Click Certificates. 

5. Click the Personal tab, and then click Import. This launches the Certificate Import 

Wizard. 


7. Browse for the file you want to import, and then click Next. 

The certificate is imported into the certificate store of the HiPath ProCenter machine. 

Issue: 

The https connection does not work on your Tomcat Web server machine. 

Solution: 

security requirements. For detailed information on any security questions you may 

have, visit http://www.verisign.com/freeguides/index.html 

It is recommended that you read the documentation at http://jakarta.apache.org/tomcat/ prior 

to performing the following verifications: 

● Ensure that you have a valid server certificate and that the certificate uses the RSA key 

algorithm. You must have RSA to work with Internet Explorer and Netscape. By default, the 

server certificate can be imported to ".keystore" in the corresponding user directory. 

● Ensure that the keystore is placed in the correct user directory. If you put the keystore in 

another location, it must be specified in the /conf/server.xml file as 

follows: 

 

 

 

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On Solaris, if the default port 443 is used for secure connection, you need to ensure that the 

Solaris user who starts up the Tomcat server has the socket permission of 443. 

> For more information on how to setup the https connection on a Tomcat server 

A.7.4 Applet or Image File Issues 

Issue: 

There are no image buttons in the chat window. 

Solution: 

Ensure that the images files are in the correct directory on the Web server, and that the servlet 

location specified in the AppletChatPage.htm is correct. 

Issue: 

The applet file is not loading properly. 

Solution: 

Verify that the applet is installed in the correct directory on the Web server, and that the servlet 

location specified in the AppletChatPage.htm is correct. 

A.7.5 Web Browser Issues 

Netscape 4.x and Internet Explorer 4.x and 5.0 are fully supported for Web collaboration, with 

the following exceptions: 

● Closing the chat window does not automatically end the chat session. You must click the 

"hang up" button to end a chat session. 

After a specified interval (60 seconds by default), the HiPath ProCenter server will exceed 

the maximum heartbeat interval, determine that the customer has lost their Web 

connection, and end the session. 

● Once a chat session is over, the chat summary page will be displayed in the entire window, 

instead of in a frame. 

> Escorted Browsing on the agent side is only supported by Internet Explorer version 

machine, see the SSL section of the /conf/server.xml file. 

5.0 or later. 

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Issue: 

A "pushed" Web page occupies the entire chat window and disconnects the chat session. 

Solution: 

Web pages that do not run properly in an HTML frame cannot be pushed by the Push URL or 

Escorted Browsing functions. Some pages attempt to destroy frames and render themselves 

in the entire browser window. This will terminate the session. To avoid this scenario, pretest all 

Web pages you want to push to the end user. 

Issue: 

The Escorted Browsing and Send This Page buttons do not appear on your browser toolbar. 

Solution: 

The Escorted Browsing and Send This Page functions are only supported by Internet Explorer 

version 5.0 or later. However, you can still send URLs using the Agent Desktop application. 

A.7.6 General Error Codes 

This section describes the various error codes that you may encounter while using the Web 

Collaboration feature. 

Error Code Description 

1000 An error has occurred in the system. 

1001 The HiPath ProCenter server is unavailable. 

1002 The HiPath ProCenter server has timed out. 

1003 The connection to the HiPath ProCenter server has failed. 

1004 An invalid message format has been detected from the Web server applet. 

1005 An invalid message format has been detected from the HiPath ProCenter 

server. 

1006 The Web page cannot be accessed. 

1007 An invalid session ID has been detected. 

Table A-2 Web Collaboration Error Codes and Descriptions 

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Nur für den internen Gebrauch Configuring the Call Director Application 

Configuration Overview and Considerations 

B Configuring the Call Director Application 

This chapter provides detailed instructions on how to configure the extensions in the switch for 

the Call Director application. To perform the procedures described in this chapter, you must be 

familiar with switch configuration. 

> If you do not intend to use the Call Director application, you can skip this chapter and 

proceed to Appendix C, “Installing the Online Documentation”. 

B.1 Configuration Overview and Considerations 

All calls are routed to the Call Director application through an IVR ACD group. Calls are routed 

to the Call Director application by configuring the extensions connected to the Dialogic board 

as autologon ACD agents in the switch. Based on the information the caller enters, Call Director 

assigns a call type to the call, and transfers the call to an IVR ACD group for all Call Director 

scripts for processing. The Call Director application can transfer the call to: 

● HiPath ProCenter 

● An internal extension 

After you create a script, you associate it with a DNIS number, or multiple DNIS numbers—this 

is called a scheme. In turn, these DNIS numbers correspond to port extensions which will 

receive incoming calls. The port extensions are then placed into port groups and assigned a 

scheme. If port extensions are not assigned a scheme, they will not be able to receive incoming 

calls. 

The number of ports in a group reflects the number of concurrent calls that the Call Director 

application can handle. Once the call is transferred to HiPath ProCenter or an extension 

number it is no longer on a Call Director port. 

You can either have one error extension for each Call Director script, or one error extension for 

all scripts. Calls are transferred to the error extension when: 

● The customer does not enter any information at a prompt. 

● The customer is using a rotary phone. 

● The system encounters an error. 

When creating an error extension, you should configure a DNIT number for an IVR ACD group, 

instead of using an actual extension. 

Assign an ACD DNIT (Dialed Number Identification Table) as ring-no-answer forward on the 

Call Director error extension using the AMO-DEST command. If a call is sent to the Call Director 

application and is not answered, the call will follow the ring-no-answer forwarding. 

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HiPath ProCenter Installation Guide B-1

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Configuring the Call Director Application Nur für den internen Gebrauch 

Preparing to Configure the Call Director Application 

Siemens recommends the RésuméRouting Heartbeat Queue be checked (in an ART step), 

and that you configure one of the following options: 

● Check the RésuméRouting Heartbeat Queue in the ARTs that process calls sent to the Call 

Director application and send the calls to a default routing if HiPath ProCenter is down. 

If most calls are routed to the RésuméRouting Heartbeat Queue, and HiPath ProCenter 

shuts down, the Call Director application will not function properly. 

● Send the calls to the Call Director application and do not check the RésuméRouting 

Heartbeat Queue, knowing that the Call Director application will answer and process calls, 

but will not be able to enqueue a call to the HiPath ProCenter call type. The ring-no-answer 

forwarding will process the call. 

If the Call Director application transfers calls to DNIT numbers (not the RésuméRouting 

Heartbeat queue), then this is an option to process calls if HiPath ProCenter is down. 

● Send the calls to a Call Director group allocated to handle calls when HiPath ProCenter is 

down. Design the script to send calls to ACD DNITs for default routing. 

> Call Director port extensions can have 100 percent utilization. 

B.2 Preparing to Configure the Call Director Application 

Before you configure the Call Director application, or install the Dialogic board(s), you must do 


● Install the Dialogic System Software. For detailed instructions, see Section 3.13, “Installing 

and Configuring the Dialogic System Software”, on page 3-38. 

● Stop the Dialogic service if it is running—use the Dialogic Configuration Manager. 

● Stop the ProCenter service if it is running, and change the startup to manual. You will 

change the startup back to automatic after you install the Dialogic board(s). 

B.3 Configuring the Extensions in the Switch 

The Call Director application handles calls using the ports on the Dialogic board. Each port on 

the Dialogic board should correspond to an extension defined in the switch. 

Regardless of the type of Dialogic board you are using (analog or digital), the same general 

configuration applies. 

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B-2 HiPath ProCenter Installation Guide

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Configuring the Extensions in the Switch 

Single Scheme 

When a call arrives in the Call Director IVR ACD group, it will be routed to a port extension, 

depending on the port group and scheme assigned to the extension. The usual configuration 

of Call Director consists of one scheme and one port group. Each of these port extensions 

utilizes one port of a four-port analog board. 

Figure B-1 Configuring the Extensions—Single Scheme 

However, the Administrator can reserve certain ports for certain incoming calls. In the following 

figure, ports 21–24 are reserved for Sales calls only. 

Marketing 

ACD Group #1 

Port Group: All Calls 

Ports 1 - 24 

General Scheme 

Sales Info Support Marketing 

ACD Group #1 ACD Group #2 

Port Group 

General 

Ports 1 - 20 Ports 21 - 24 

General Scheme 

Info Support 

Port Group 

Sales Only 

Sales 

Sales Scheme 

Special 

Sales 

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1. List the ACD DNIT numbers and the ACD Group Numbers that calls are routed to if the 

Call Director application is down (PhoneMail or HiPath ProCenter default routing). You can 

have more than one ACD DNIT number if multiple scripts are used. 

Ring-no-answer forward the Call Director port extensions to the ACD DNIT that will perform 

the routing if the Call Director application is down. If multiple scripts are used, the ring-noanswer 

forward extension could be more than one target. 

Call Director 

Channels 

2. Configure the IVR ACD groups for the Call Director application, and one additional group 

to allow for testing of the Call Director scripts. 

3. Configure agents in the Call Director IVR ACD groups with autologon to the Call Director 

extensions (autowork=no). 

4. Configure the ACD routing tables (ARTs) to process calls to the Call Director IVR ACD 

groups. 

5. Make a list of the ARTs, or a description of the each ART, used to route calls to the Call 

Director application. 

For example: 

ACD DNIT ACD Group Number 

Table B-1 Call Director Channels, ACD DNIT, and ACD Group Numbers 

a) This ART checks the RésuméRouting Heartbeat Queue. 

b) If HiPath ProCenter is running, the call is routed to the Call Director application and 

waits for 30 seconds for the application to assign the call to a port. 

c) The call is then sent to a recording, and music is played while the call is being placed 

into queue for the Call Director application. 

d) If the RésuméRouting Heartbeat Queue is down, route calls to PhoneMail default 

routing DNIT ______ ACD group number _______. 

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6. Configure a dialable ACD DNIT that each Call Director IVR ACD group uses for testing 

purposes. Configure one additional ACD DNIT to allow for testing of Call Director scripts. 

To configure this, ensure all the associated ACD configuration is complete. For example, 

ACDRS. 

7. List the Call Director configuration information. For example: 

Port Ext # Agent# PEN DNIT 

Number 

1 2101 02101 1-1-115-01 2001 301 

2 2102 02102 1-1-115-02 2001 301 

3 2103 02103 1-1-115-03 2001 301 

4 2104 02104 1-1-115-04 2001 301 

5 2105 02105 1-1-115-05 2002 302 

6 2106 02106 1-1-115-06 2002 302 

7 2107 02107 1-1-115-07 2002 302 

8 2108 02108 1-1-115-08 2002 302 

9 2109 02109 1-1-115-09 2003 303 

10 2110 02110 1-1-115-10 2003 303 

11 2111 02111 1-1-115-11 2003 303 

12 2112 02112 1-1-115-12 2003 303 

Table B-2 Sample Call Director Configuration Information 

ACD Group 

Number 

8. List the T1 board PEN. If extension numbers and agent numbers are consecutive, list the 

range. 

9. List the error extension DNIT numbers and the IVR ACD group number for Call Director 

error extensions. These extensions are used if HiPath ProCenter is down, or if the caller is 

using a rotary phone. Assign each script one error extension. 

Error Extension DNIT IVR ACD Group Number 

Table B-3 Error Extension DNIT and IVR ACD Group Number Error Extensions 

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10. List PhoneMail DNIT numbers and IVR ACD Group numbers to which the Call Director 

application transfers calls, so that a caller can leave a message. 

PhoneMail DNIT IVR ACD Group Number 

Table B-4 PhoneMail DNIT and IVR ACD Group Numbers 

11. List the operator extension number or DNIT number and the ACD Group number. 

Number: ________ 

12. List the IVR ACD Group number and DNIT number all calls will transfer to. This will be one 

number for all Call Director scripts. 

DNIT: _____ IVR ACD Group number: ____ 

> When entering an extension to which a call will be transferred (Operator 

extension, Error extension, etc.), you should use a DNIT number for the IVR 

ACD group, so that if multiple calls arrive at the extension, they are placed into 

a queue. 

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B.3.1 Configuring the Extensions in a HiPath 5000 RSM 

To configure the extensions in a HiPath 5000 RSM to be used as announcement devices in 

Call Director: 

1. Start the HiPath 3000/5000 Manager E application. 

2. On the File menu, point to HiPath 5000 RSM, then Transfer, and then click HiPath 5000 

RSM Server. The Transfer dialog box appears. 

3. Under Server, ensure that the HiPath 5000 RSM Server is selected. If it is not, click Find 

to locate it. 

4. Click Server -> Manager. This downloads the switch database configuration file used by 

the HiPath 5000 RSM Server to your computer. Click OK. 

5. On the Settings menu, click Set up station, and then click the Station tab. 

6. Configure the extensions you want to use as announcement devices. For each extension 

you configure, double-click the associated row in the Param column, and then do the 

following: 

a) In the Set up station: Parameter dialog box, click the Station type tab. 

b) Under Extension type, select Answer machine, and then click OK. 

7. On the Settings menu, click Auxiliary Equipment, and then click the Announcement 

tab. 

8. Under Announcement equipment, specify the extensions you configured as 

announcement devices, and then click OK. You can configure a maximum of 16 

announcement devices. 

9. On the Settings menu, click System parameters, and then click the Tones and ring 

types tab. Ensure that the External call and Internal call ring tone settings are as follows: 

● Pulse 1 - Pulse = 1000 and Pause = 3000 



10. On the File menu, point to HiPath 5000 RSM, then Transfer, and then click HiPath 5000 

RSM Server. 

11. Select the Delta mode check box, and then click Manager -> Server. This uploads your 

database configuration file changes to the HiPath 5000 RSM Server, and ultimately the 

SMG. 


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B.3.2 Configuring the Analog Extensions in a HiPath 4000 Switch 

To configure the analog extensions in a HiPath 4000 switch: 

1. Add an analog board to the switch. 

ADD-BCSU:PER,,,,,,,,,,,,; 

For example: 

ADD-BCSU:PER,1,1,67,"Q2246-x",0,0,,,,,,,A; 

2. Assign the dialing numbers in the AMO WABE. 

ADD-WABE:,,,,,,,; 

For example: 

ADD-WABE:6824,,,,,,STN,N; 

3. Add an analog extension for each analog port that you want to connect to the Call Director 

application. 

ADD-SCSU:,,,,,,,, 

,,,,,,,,,,,, 

,,,,,,,,,,; 

For example: 

ADD-SCSU:6824,1-1-67-0,ANATE,0,0,50,50,1,1,1,1,,,0,0,0,,,SUFDIAL, 

VAR,DTMFST,,,YES,NO,0,,,DIR,YES,NO; 

4. Add agents to the extensions and ensure that they are auto-logged on. 

ADD-AGENT:,,,,,; 

For example: 

ADD-AGENT:18000,18,1,NORMAL,0,6824 

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B.3.3 Configuring the Analog Extensions in a Hicom 300 E Switch 

> You must complete this procedure if you are installing the Call Director application 

To configure the analog extensions in a Hicom 300 E switch: 

1. Add an analog board to the switch. For example: 

ADD-BCSU:PER,,,,”Q2246-X “,0,0,,,,,,A; 

2. Assign the dialing numbers in the AMO WABE. For example: 

ADD-WABE:,,,STN,N; 

3. Add an analog extension for each analog port that you want to connect to the Call Director 

application. For example: 

ADD-SCSU:,,,,,,, , 

,,,,,,,,,,,,,,,... 

Remember that the SPEC parameter uses the SUFDIAL value, and the DHPAR parameter 

uses the DTMFST value. For example: 

ADD-SCSU:4711,1-1-25-0,ANATE,0,0,1,1,1,1,1,1,,,,,,,,,,, 

SUFDIAL,VAR,DTMFST,,,,,,; 

> To configure the analog SLMA connection, set the Call Director extensions in the 

in Europe. 

switch as OPSLMA and SPECL=SSTN (this sets wink off). Ensure that you distribute 

the ports. Do not put all of the extensions on one SMLA board or one shelf. 

B.3.4 Configuring the Digital T1 Connection in a Hicom 300 E Switch 

To configure the digital T1 connection in a Hicom 300 E switch: 

1. Configure TMD as CAS with FRAME=STD and BI8SUB=NO. For example: 

ADD-BCSU:TMD,,,, 

"Q2474-X100",1,K,3,SYST,30,4,10,10,CAS,STD,NO,NO; 

2. Configure Call Director extensions as OPST1 and SPECL=SSTN. For example: 

ADD-SCSU:,,,0,0,,,0,, 

UNDEFINED,0000.N,,0,OPST1N,SSTN,DTMF,N; 

ADD-SCSU:36272,,1-6-115-1,0,0,6,0,36272, 

UNDEFINE,00000,N,,0,OPST1,N,,DTMF,Y,,,10,,,1,1,N,,,N,N 

3. Configure agents and autologon using a COS. 

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B.3.5 Configuring the Digital T1 Connection in a HiPath 4000 Switch 

To configure the digital T1 connection in a HiPath 4000 switch: 

1. Add a T1 board to the switch. 

ADD-BCSU:TMD,,,,,,,, 

,; 

For example: 

ADD-BCSU:TMD,1,2,67,"Q2192-x",1,K,1,1,,,,,,A; 

2. Ensure that the Loadware parameters are entered. 

CHANGE-LWPAR:TMD,,,,,, 

,; 

For example: 

CHANGE-LWPAR:TMD,TMDBOS,1,1,30,4,10,10; 

3. Add the extensions that you want to connect to the Call Director application. 

ADD-SCSU:,,,,,,,, 

,,,,,,,,,,,, 

,,,,,,,,,,; 

For example: 

ADD-SCSU:571800,1-2-67-1,ANATE,0,0,28,28,1,1,1,1,,,0,0,0,,,SUFDIAL, 

VAR,DTMFST,,,YES,NO,0,,,OPST1,YES,NO; 

4. Add a reference clock. 

ADD-REFTA:CIRCUIT,,,,; 

For example: 

ADD-REFTA:CIRCUIT,1- 2- 67- 0,0,N,N; 

5. Add agents to the extensions and ensure that they are auto-logged on. 

ADD-AGENT:,,,,,; 

For example: 

ADD-AGENT:28000,28,1,NORMAL,5,571800 

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Enabling Transfer Call Functionality 

B.4 Enabling Transfer Call Functionality 

In order for Transfer Call functionality to work properly, you must update the vvoice32.ini 

file. Before proceeding, you must know the value of your hook-flash switch setting. 

To enable Transfer Call functionality: 


C:\WINNT\vvoice32.ini 

2. Locate the flashtm item as in the following example: 

[Visual Voice] 

VisualVoicePath=C:\WINNT\SYSTEM32 

SystemFilesPath=D:\RRSERVER\SYSVOICE 

InterDigitStart=0 

PhoneLineType=0 

Aculab=0 

[Control Block] 

r_on=3 

r_off=5 

r_ird=80 

redge=2 

flashtm=20 

[T1] 

VVT1Config=1,1,1 

[Trace Override] 

All=4 

3. Set the flashtm value to x, where x is your hook-flash value in milliseconds divided by 10. 

For example, if your hook-flash switch setting is 100 milliseconds, your flashtm value 

should be 10. The default flashtm value is 20 milliseconds. 

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Verifying the Port Extensions 

B.5 Verifying the Port Extensions 

To verify the assigned port extensions you configured for a specific call type. 

1. Ensure the port extensions have been configured in the switch. 

2. On the Start menu, point to Programs, then Dialogic System Software, then Dialogic 

Sample Programs, and then click Multi-Threaded Voice. The Sample Dialogic Voice 

Application window appears. 

3. On the File menu, click Open. 

4. Select the channel you want to configure to a port extension, and then click OK. 

5. On the Function menu, click Dial. 

6. In the Enter Digits box, type the extension number of the agent you want to test, and then 

click OK. 

7. From a telephone, dial the extension number of the port. 

8. Repeat for all ports. 

9. To turn off the ringing of the telephone, click On-Hook on the Function menu. 


● If there is a problem with call handling and you are using a digital board, ensure that the 

value in the Spandti.prm file is updated, as described Section 3.14.2, “Installing the 

Dialogic 24-Port Digital Board”, on page 3-43. 

● If there is a problem with enqueuing a call, verify that the HiPath ProCenter Pilot Number 

is correct by calling the number and seeing if the number enqueues the call. 

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Nur für den internen Gebrauch Installing the Online Documentation 

Installing the Acrobat Reader Software 

C Installing the Online Documentation 

This chapter provides detailed instructions on how to install the Acrobat Reader software and 

the online version (PDF) of the HiPath ProCenter documentation. 

C.1 Installing the Acrobat Reader Software 

To read the online documentation, you must have the Acrobat Reader software installed on 


To install the Acrobat Reader software: 



x:\acrobat\rp500enu 

where x is your CD-ROM drive letter, and then click OK. This launches the Acrobat 

Reader 5.0 Setup Program, which will guide you through the rest of the installation. 

3. Click Next. The Choose Destination Location panel appears. 


● To select a different folder in which to install the Acrobat Reader software, click 

Browse. 

● To accept the default destination folder for the Acrobat Reader software, click Next. 

5. When the installation process is complete, a message box appears informing you that the 

setup is complete. Click OK. 

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HiPath ProCenter Installation Guide C-1

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Installing the Online Documentation Nur für den internen Gebrauch 

Installing the Online Documentation 

C.2 Installing the Online Documentation 

> To install the online documentation for any language other than English, insert the 

HiPath ProCenter Suite Additional Language Documentation CD-ROM into the CD- 

ROM drive and copy the documentation files from the relevant language folder to 

your machine. 

To install the online documentation: 

1. Insert the HiPath ProCenter Suite Master Kit CD-ROM in the CD-ROM drive. 


x:\rrdocs\setup 

where x is your CD-ROM drive letter, and then click OK. This launches the HiPath 

ProCenter Documentation Setup Wizard, which will guide you through the rest of the 

installation. 

3. Click Next. The Destination Location panel appears. 

4. Accept c:\rrdocs as the destination folder in which to install the HiPath ProCenter 

documentation, and then click Next. The Documentation panel appears. 

5. Select the documents you want to install, and then click Next. It is recommended that you 

install all of the documentation. The Program Folder panel appears. 

6. Accept HiPath ProCenter Documents as the default name for the program folder, and 


7. Review the list of documents you have selected to install, and then click Next to begin 



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C-2 HiPath ProCenter Installation Guide

MISbookIX.fm 

Nur für den internen Gebrauch Index 

Index Z 

A 

Acrobat Reader software, installing C-1 

activating features 5-3, 5-5 

adding Administrator user rights 3-19 

Administration Database 

copying 5-15 

putting into production 5-7 

Administrator ID, upgrading 3-24 

Administrator user rights, adding 3-19 

Agent Desktop, requirements 6-1 

analog configuration, Call Director 

Hicom 300 E switch B-9 

HiPath 4000 switch B-8 

automatic startup configuration 

Browser Based Desktop 4-20 

Real-Time server machine 4-11 

AutoPA, configuring 5-22 

B 

backing up 

Call Director database 2-8 

database to tape 2-9 

existing database (4.0.70) 2-12 

reports 2-8 

Base server machine 

configuring for replication 5-13 

creating databases 4-5 

installing HiPath ProCenter 4-3 

partitioning and formatting 3-7 

removing replication 2-6 

system requirements 3-5 

Blue Pumpkin 

installing Workforce Planner 3-37 

preparing for integration 3-36 

Browser Based Desktop 

automatic startup 4-20 

configuring 4-17 

creating a virtual directory 4-19 

installing 4-12 


testing 4-21 

C 

CA4000 link, configuring 3-28, 3-29 

Call Director 

analog configuration, Hicom 300 E B-9 

analog configuration, HiPath 4000 B-8 

announcement devices, HiPath 3000 B-7 

backing up the database 2-8 

configuration overview B-1 

configuring extensions in the switch B-2 

digital configuration, Hicom 300 E B-9 

digital configuration, HiPath 4000 B-10 

installing 24-port digital boards 3-43 

installing four-port analog boards 3-41 

preparing to configure B-2 

verifying port extensions B-12 

CallBridge software 

installing on Hicom 300 E switch 3-30 

installing on HiPath 4000 switch 3-31 

Central Reporting server machine 


copying Administration Database 5-15 






Clarify, installing CRM Ready 8-13 

client software 



components, HiPath ProCenter 4-2 

configuring 

Automatic Patch (AutoPA) 5-22 


CA4000 link in the switch 3-28, 3-29 

Central Reporting server machine 5-9 

DCOM on a client machine 7-4 

DCOM on a server machine 5-21 

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HiPath ProCenter Installation Guide Z-1

MISbookIX.fm 

Index Nur für den internen Gebrauch 

extensions in the switch B-2 

Internet Explorer security 4-14 

Lotus Domino R5 2-4 

managing site 5-17 

Microsoft Exchange 2000 2-3 

Microsoft Exchange 5.5 2-2 

modems 3-13 

MX Email accounts 2-2 

Netscape security 4-16 

paging file size 3-14 

Prompt Response Connection 5-24 

RAS for client access 3-17 

second network adapter card 3-10 

server machine 5-1 

server machine for replication 5-13 

SNMP service 3-15 

switch type and heartbeat values 5-6 

TAPI for callbacks 3-16 

time service 3-18 

Web Collaboration on IIS A-2 

Web Collaboration on iPlanet A-8 

Web Collaboration on Tomcat A-4 

Windows operating system 3-7 

connecting to 

HiPath 3000 switch 5-3 

contact routing, planning 3-2 

copying 

Administration Database 5-15 

Web Collaboration files on IIS A-3 

Web Collaboration files on iPlanet A-9 

Web Collaboration files on Tomcat A-5 

creating 

categories for MX Email 2-20 

email aliases for MX Email 2-19 

email call types for MX Email 2-19 

Installation ID 3-26 

rrclientinstallation ID 3-27 

Service ID 3-25 

CRM Ready software 

installing Clarify, Goldmine, Remedy 8-13 

installing SAP components 8-1 

installing Siebel components 8-8 

D 

databases 

backing up (4.0.70) 2-12 

backing up to tape 2-9 

creating on Central Reporting server 4-8 

creating on HiPath ProCenter server 4-5 

restoring (4.0.70) 2-15 

restoring structure (4.0.70) 2-14 

upgrading (4.0.70) 2-16 

validating space requirements 2-10 

DCOM software 

configuring on a client machine 7-4 

configuring on a server machine 5-21 

installing on a Windows 95 machine 6-2 

Dialogic hardware and software 

installing 24-port digital boards 3-43 

installing four-port analog boards 3-41 

installing on Hicom 300 3-38 

installing on HiPath 4000 3-40 

digital configuration, Call Director 

Hicom 300 E switch B-9 

HiPath 4000 switch B-10 

display settings, updating 3-9 

documentation 

feedback 1-4 

formatting conventions 1-3 

installing C-2 

E 

Enterprise Manager, requirements 6-1 

Enterprise server machine 







F 

FlexRouting IP address, verifying 5-2 

G 

Goldmine, installing CRM Ready 8-13 

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Z-2 HiPath ProCenter Installation Guide

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H 

heartbeat card, installing 3-41 

Hicom 300 E switch 

configuring analog extensions B-9 

configuring digital connection B-9 

installing Dialogic system software 3-38 

verifying the connection 3-13 

HiPath 3000 switch 

configuring extensions B-7 

connecting to 5-3 


configuring analog extensions B-8 

configuring digital connection B-10 

installing Dialogic system software 3-40 



configuring connection to SMG 3-35 

installing HiPath 5000 RSM 3-32 


activating features 5-3, 5-5 

components 4-2 

configuring a server machine 5-1 

installation checklist 3-3 

installation worksheet 3-4 

installing on a server machine 4-1 

preparing a client machine 6-1 

preparing a server machine 3-1 

preparing to upgrade 2-1 

resuming the upgrade process 2-17 

setup types 4-2 

upgrade flowchart 2-11 

upgrading on a client machine 7-1 

upgrading on a server machine 2-11 

upgrading package levels 2-23 

I 

IIS server machine 

configuring AppletChatPage.htm A-14 

configuring CaptureCallData.htm A-13 

configuring HPWC.ini A-4 

configuring NeedHelp.htm A-12 

configuring Web Collaboration A-2 

copying Web Collaboration files A-3 

creating a virtual directory A-2 

testing Web Collaboration A-14 

troubleshooting Web Collaboration A-16 

Informix software 


verifying the installation 3-23 

Informix-Connect, installing for Reporter 6-3 

Installation and Configuration Worksheet 3-4 

installation checklist 3-3 

Installation ID, creating 3-26 

installing 

24-port digital boards 3-43 

Acrobat Reader software C-1 


CallBridge on Hicom 300 E 3-30 

CallBridge on HiPath 4000 3-31 

CRM Ready software 8-1 

DCOM software on Windows 95 6-2 

Dialogic system software (Hicom 300) 3- 

38 

Dialogic system software (HiPath 4000) 

3-40 

four-port analog boards 3-41 

heartbeat card (Hicom 300) 3-41 

HiPath ProCenter client software 7-2 

HiPath ProCenter server software 4-1 

Informix software 3-20 

Informix-Connect for Reporter 6-3 

Internet Information Services 4-13 

MDAC software 6-2 

Microsoft Virtual Machine 4-13 

modems 3-13 

online documentation C-2 

pcAnywhere software 3-14 

second network adapter card 3-10 

Windows operating system 3-7 

Workforce Planner 3-37 

Internet Explorer security, configuring 4-14 

Internet Information Services, installing 4-13 

iPlanet server machine 



configuring Contents file A-12 


configuring servlet attributes A-11 

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configuring the servlet virtual path A-11 



creating a server instance A-9 



M 

managing site, configuring 5-17 

MDAC software, installing 6-2 

Microsoft Virtual Machine, installing 4-13 

modems, configuring 3-13 

MX Email 

configuring accounts 2-2 

configuring Lotus Domino R5 2-4 

configuring Microsoft Exchange 2000 2-3 

configuring Microsoft Exchange 5.5 2-2 

configuring time-out information 2-23 

creating categories 2-20 

creating email aliases 2-19 

creating email call types 2-19 

deleting unused email tables 2-22 

migrating content-based entries 2-21 

migrating routing table entries 2-18 

migrating the data 2-18 

preparing for migration 2-1 

recording routing table entries 2-5 

running the migration utility 2-22 

stopping the Integration Server 2-4 

N 

Netscape security, configuring 4-16 

NetSetup Folder, permissions 5-18 

P 

package levels 

available features 2-24 

upgrading 2-23 

paging file size, configuring 3-14 

partitioning and formatting drives 3-7 

pcAnywhere software 


planning 

contact routing 3-2 

the installation 3-1 

preparing for Blue Pumpkin integration 3-36 

preparing for replication 5-10 

preparing the network for installation 3-6 

preparing to install on a server machine 3-1 

preparing to upgrade a server machine 2-1 

Prompt Response Connection 5-24 

R 

RAS, configuring for client access 3-17 

Real-Time server machine 

configuring for automatic startup 4-11 




Remedy, installing CRM Ready 8-13 

replication 

Central Reporting server machine 5-9 

HiPath ProCenter server machines 5-13 

preparation 5-10 

removing from Central Reporting server 

2-7 

removing from HiPath ProCenter server 

2-6 

verifying 5-16 

Reporter application 

backing up reports 2-8 

installing Informix-Connect software 6-3 

preparing to install 6-3 

setting Informix default server 6-6 

setting Informix environment variable 6-4 


verifying the installation 7-6 

rrclientinstallation ID, creating 3-27 

RSM Server, connecting to HiPath 3000 5-3 

S 

SAP components 

preparing to install on client 8-4 

preparing to install on server 8-2 

second network adapter card, installing 3-10 

Service ID, creating 3-25 

setting 

Informix default server for Reporter 6-6 

Informix variable for Reporter 6-4 

share permissions for folders 5-18 

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setup types for HiPath ProCenter 4-2 

share permissions, setting 5-18 

ShareData folder, permissions 5-18 

Siebel components 

preparing to install on client 8-10 

preparing to install on server 8-8 

SNMP service, configuring 3-15 

Standard server machine 







Supervisor Desktop, requirements 6-1 

switch types, available features 5-1, 5-2 

switches 

configuring CA4000 link 3-28, 3-29 

connecting to HiPath 3000 5-3 


system requirements 


client machines 6-1 

server machines 3-5 

Web Collaboration A-1 

T 

TAPI, configuring for callbacks 3-16 

TCP/IP connectivity, verifying 3-12 

testing 


Web Collaboration on IIS A-14 

Web Collaboration on iPlanet A-15 

Web Collaboration on Tomcat A-15 

time service, configuring 3-18 

Tomcat server machine 



configuring config.properties A-7 


configuring page.config.properties A-7 


configuring web.xml A-8 


creating a virtual directory A-5 



troubleshooting Web Collaboration 

applet or image file issues A-20 

general connection issues A-17 

general error codes A-21 

secure connection issues A-18 

Web browser issues A-20 

Web server configuration issues A-16 

U 

updating display settings 3-9 

upgrade flowchart 2-11 

upgrading 

Administrator ID 3-24 

backing up database (4.0.70) 2-12 

client machine 7-1 

databases (4.0.70) 2-16 

from version 4.070 2-12 

from version 5.01 or later 2-16 

package levels 2-23 

preparation 2-5 

restoring database (4.0.70) 2-15 

restoring database structure (4.0.70) 2-14 

server machine 2-11 

uploading the Administration Database 5-7 

user extensions, verifying 7-7 

V 

verifying 

connection to the switch 3-13 

FlexRouting IP address 5-2 

Informix software installation 3-23 

port extensions B-12 

replication 5-16 

Reporter installation 7-6 

TCP/IP connectivity 3-12 

user extensions 7-7 

virtual directory 


ISS server machine A-2 

Tomcat server machine A-5 

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W 

Web Collaboration 

configuring on IIS server A-2 

configuring on iPlanet server A-8 

configuring on Tomcat server A-4 

system requirements A-1 

testing on IIS server A-14 

testing on iPlanet server A-15 

testing on Tomcat server A-15 

troubleshooting A-16 

Windows operating system 

configuring 3-7 


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