Avaya CCR Installation

Written by andrea sigust
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Avaya CCR Installation
Avaya CCR is a management tool for small to mid-sized call centres. (Jupiterimages/Pixland/Getty Images)

Avaya is a telecommunications company that specialises in systems geared for businesses of all sizes. The Customer Call Reporter--or CCR--is an application within Avaya's Internet protocol (IP) product line that supports up to 30 supervisors and 150 agents in a call/contact centre environment. It offers real-time and historical reporting on call activity for groups (queues) or individuals (agents), such as providing the number of calls answered and the average talk time. CCR's numerous reporting options are available in standard or customisable formats.

Skill level:
Moderate

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Instructions

    Preliminaries

  1. 1

    Confirm that you've met the IP Office CCR Server PC requirements. The Windows operating systems that are supported include Microsoft Windows Server 2003 SP2, Microsoft Windows Small Business Server 2003 R2 and Microsoft Windows Server 2003 R2. Hardware requirements include an Intel Pentium D945 Dual Core or AMD Athlon 64 4000+ processor, 2 GB of RAM, 30 GB of free hard disk space and a CD or DVD drive to install the software.

  2. 2

    Verify that you've obtained your software requirements. The following software items will be needed to complete the CCR installation: IP Office Administrator Applications CD or DVD, IP Office Manager, IP Office System Status Application, IP Office System Monitor, NET 3.5 Service Pack 1 (minimum), Microsoft .NET Framework 3.5 Family Updates (minimum), Visual J# 2.0 Runtime (minimum), MS-SQL 2005 (minimum) and IP Office Customer Call Reporter Application Software.

  3. 3

    Check the IP Office connection and confirm the IIS Setup. You must first configure an IP Office service user account for CCR. Then you will need to test the IIS Connection and install or enable it as needed.

  4. 4

    Install your Windows .NET Updates and MS-SQL 2005 edition (minimum).

  5. 5

    Install the CCR licenses for CCR Sup, CCR Agent and CCR CCC UPG.

  6. 6

    Configure at least one agent in one queue in the IP Office Manager within a "User Rights" entry to prepare for the CCR software installation.

  7. 7

    Confirm that an SMTP server is available on the default port (25) for SMTP e-mail.

    CCR Software

  1. 1

    Install CCR software by first logging in to the server PC. Insert the CCR software disk. After the InstallShield Wizard confirms that you've met the software and hardware requirements, click "Next."

  2. 2

    Click "Next" to leave the setting at its system default, when the "Choose Destination Location" window appears.

  3. 3

    Select the type of installation that is being conducted when the "Select Features" window opens and click on "Next."

  4. 4

    Enter a password and name of an administrator rights account when the "Logon Information" window opens and click "Next."

  5. 5

    Click "OK" to agree that the designated IP Office system showing is the one that you will be using, when the "Select IP Office" window appears.

  6. 6

    Click on "Back" to make any necessary changes before installation, or click on "Next" to agree with the components shown on the screen when the "Start IPOCCR Installation" window opens.

  7. 7

    Make a "Yes," "No" or "Cancel" (skip) selection when the following system pop-up appears: "It is recommended to enable Avaya CCR Manager Database Login. Would you like to enable it now?"

  8. 8

    Click "Finish" when the "InstallShield Wizard Complete" window opens.

  9. 9

    Update the final system components when the CCR menu appears for creating a CCR Administrator account, enabling the SQL Server Configuration Manager and establishing firewall settings and network printers.

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