ACD SMR User's Guide
Contents
1. Call statistics Calls Duration Avg Queue Wait Calls Rejected Rejected Calls Abandoned Wait Answered hh mm ss hh mm ss Received Overflow Timeout Abandoned hh mm ss ACD 110 00 00 46 00 00 15 197 0 18 69 00 00 03 G300 4105 12 00 03 16 00 00 49 106 21 00 01 15 00 00 27 A109 9 00 02 50 00 00 16 G300 110 00 01 31 00 00 16 196 0 17 69 00 00 07 G301 A103 4111105 G301 0 00 00 00 00 00 15 1 0 1 0 00 00 00 Call Statistics Detailed Information 197 records Date Time Grou Caller ID Called ID Time on Hold Time on Live Call Close Reason May 05 14 10 23 33 11 6300 103 PBX A106 00 00 04 Abandoned 05 07 10 19 48 55 6300 102 PBX A106 00 00 10 00 00 03 Closed Caller Agent May 05 07 10 19 48 52 G300 419 0 192 168 70 151 SIP A108 00 00 07 00 00 08 Closed By Caller Agent May 05 07 10 19 48 40 6300 102 PBX A108 00 00 07 Closed By Caller Agent 05 07 10 19 48 35 G300 419 0 192 168 70 151 SIP A105 00 00 07 Abandoned May 05 07 10 19 48 07 5300 TES A105 00 00 08 Abandoned May 05 07 10 19 03 36 G300 A105 00 00 47 Abandoned May 05 07 10 17 09 09 G300 419 0 192 168 70 151 A108 00 00 08 00 00 55 Closed By Caller Agent 05 07 10 16 59 55 G300 419 0 192 168 70 151 A108 00 00 08 00 01 14 Closed Caller Agent May 05 07 10 16 57 19 6300 102 A105 00 00 02 Abandoned 05 07 10 15 58 48 G300 102 A105 00 00 04 Abandoned May 05 06 10 12 46 45 G3002. ACD Statistics Monitoring and Reporting Statistics Monitoring Reporting ACD SMR User s Guide Table of Contents Table of Contents Overview of ACD 5 2 2 40 1 4 4 2 22 2 4 4490 3 setup and Gorg lacie ee dea GER NERA qe cene a dna or de cet 4 RY SO Meli T c castes 4 Installing MySQL Server cciam dca OG ER Dans REC rcc EAE a De ka E Pt rd 4 COnmlgurid SEL CF REPRE 5 ACD SOI Ce c 9 Fairs demi SE E 9 conor MO ACD OVCE qe TE c HH 9 n PRU Sells 11 ME ACD SMR er FM 11 Configuring the ACD SMR Client 11 ACD SMR Client User 2 12 27 444 4 00 0 nn nn nnn nnn 13 os cert aces E r P m 13 TOG at BUON MEE mm 14 Navigation VINO OW NU Ed fd 14 laste Cee 14 CUNT GNU r adea tusrcti da AP STEEP E Pau UE 15
3. 0000000090 001853 149 000000095 000000 102 I 141326 9744 0080000 0009 00190826 0090000 0 0000000090 111707 665 080000 0 0 054103 83 96 0000000050 050000 0090 sss erea 000000009 001905 249 05000096 000000 104 125105 976 000000 0096 001545 245 000000095 000000 102 iome 0000000050 055718 05190 0000000096 000000 Om 12580909777 000000 0090 001838 02370 080000094 000000 0096 125650774 000000 0090 00182702390 05000096 000000 104 iisa gesa 000000 0 0 054439 0570 0000000080 _ 000000 0090 125740760 0000000099 001900 2499 0000000096 090000 8092 12553909767 0000000096 00184002490 080000094 000000 0096 L0807 5555 000000 0 0 055135 84596 0000000050 000000 0 0 190196097 67 0000000096 001930 1499 0500006 000000 104 130639 97 6 0000000096 001922240 000000094 000000 102 12 13 52 005 7 00 00 00 00 088 02221043 00 00 00 0 0 00 00 00 0 0 0425 06 864 00 00 00 0 0 0154 50 36 00 00 00 0 0 00 00 00 0 0 1203330446 00 00 00 0 0 022837054 00 00 00 0 0 000000 0 0 1135 25 83 1 00 00 00 000 02 37 16 069 00 00 00 0 0 00 00 00 00 12 10 28 958 00 00 00 00 35 07 4 2 00 00 00 0 0 00 00 00 0 0 12 02 20 037 00 00 00 0 0 00 48 02 6 3 00 00 00 0
4. Monitoring Reporting ACD SMR User s Guide Setup and Configuration Setup and Configuration MySQL Server MySQL server is used for storing the status and statistical data obtained from Quadros The following are the requirements on MySQL server e MySQL server version 5 0 45 or higher Basic configuration with the default port of 3306 for TCP connection Adatabase user that is privileged to execute Create Insert Update Select Drop and Delete commands If the root user is to be used ensure that the remote access for the root is enabled in MySQL configuration I nstalling MySQL Server The following step by step instructions describe how to install the MySQL Server Please Note The instructions below are not meant to be used as a comprehensive guide for the MySQL server They describe the minimum installation required for the operation of SMR For more information on the MySQL server setup please refer to MySQL documentation 1 Run the setup exe for MySQL server The Setup Wizard will start Click Next Welcome to the Setup Wizard for MySQL 5 0 The Setup Wizard will allow you to modify repair or remove MySQL Server 5 0 To continue click Next Back Cancel Figure 2 Startup Page 2 Choose Typical when prompted for the setup type Ub EAL ET SES 0007 E x Click Next then Install The installation process Setup Type E starts Choose the setup type that best suits your
5. 0 0 00 00 0 0 306 03 18 20 80 2 00 00 00 0 0 03 22 18 19 8 00 00 00 0 0 00 00 00 0 0 Figure 30 Status Statistics Page ACD Statistics Monitoring Reporting ACD SMR User s Guide ACD SMR User Interface Call Statistics The Call Statistics displays the following information Figure 31 Applicable to both for Agents and Agent Groups Calls Answered the total number of calls answered by an Agent Agent Group within the selected timeframe Duration Avg the average duration of calls answered within the selected timeframe Avg Queue Wait Time the average time calls stayed in the queue before the Agent answered the call Applicable to Agents groups only Calls Received the total number of calls received by an Agent Group within the selected timeframe Rejected Overflow the total number of calls received by the group after the maximum Call Queue size has been reached Rejected Timeout the total number of calls received by the group and not answered within the ringing timeout Group Ring Timeout Calls Abandoned the total number of calls received by the group and closed by the user before being answered Avg Abandon Wait Time the average duration of calls wait time in the queue filtered for abandoned calls only For the ACD row the corresponding values are totals for all the groups
6. 00 02 13 d lt 71 000502 00 04 33 00414 ELI _ SS 2 00 03 35 G300 aa a mers G301 Eu 1 aS Ss 2a 302 atre ae po gestes mp va G303 s o G304 tr esto eese es e trs eme G305 14 M SS CON 06 Lm 1 EM s 0 Figure 29 Current Status Page ACD Statistics Monitoring Reporting A ACD SMR User s Guide ACD SMR User Interface Status Statistics page The Status Statistics page shows how long Agents have been in each of the five states for a selected timeframe Options Timeframe The value is expressed both in time units and as a percentage of total time The filled rectangles in cells are used to visualize the percentage The cell values in blue indicate that the value has changed during the last database poll For Agent Groups cell values indicate the average values of Agent statuses for the Agent Group For ACD cell values indicate the average value of statuses for all Agent Groups Figure 30 shows a screenshot of the Status Statistics page Onlme Offline Busy Away DND hh mm 55 hh mm ss hh mm ss hh mm ss hh mm ss 09 43 02 87 1 02 00 56 12 9 Status statistics ACD cana 75025 4 190 0 050 091124 4 07 000000000 00000 0 0 125505 97 6
7. Rate opens the Poll Rate window Figure 26 enabling the user to seta new E value for the Rate parameter This parameter specifies the rate ms at which the oc CUm active table data is updated from information in the database Lem Figure 26 Setting the Poll Rate Timeframe opens a drop down list enabling the user to choose the timeframe for generating statistical data The possible values for the timeframe are Daily Weekly Monthly and Custom The Custom option opens the Customize Periods xj dialog box where the user can specify the desired start Feriod Start Period End and end date time values for the timeframe Start Time End Ti i icc qmd 6 55 18 PM IU 6 55 18 Start Date 6 11 2009 End Date 511212009 Figure 27 Customize Periods Dialog Box Help SMR Help invokes the SMR Help System About SMR displays the current version of SMR and copyright details Toolbar Buttons You can use the following toolbar buttons to easily access these menu items EJ File Connect File Disconnect f File Change ACD Server Options Poll Rate Navigation Window The Navigation Window displays the list of Agents and Agent Groups that are available on the selected Quadro It also allows switching between two table views data in tables can be viewed either by ACD Agents or 028010 ACD groups Figure 28 When viewed by Agents the navigation
8. Status SEHEISCICS DOS ine en m TEC ORDRE TE 16 e 17 ACD SMR User s Guide Overview of the ACD SMR Overview of ACD SMR The SMH system is a monitoring tool used along with the Quadro Automatic Call Distribution ACD feature to monitor the current statuses of the Agents on one or many QuadroM32x The status values are stored in the database and are used for generating the statistical reports for Agents and Agent Groups The SMR system includes the following components Figure 1 Database is a MySQL database used for storing the status data he ACD service is a Windows service application that continuously monitors Quadro units retrieves the status and statistics data and stores them into the MySQL database The default TCP port of the ACD Service is 4660 The SMR client application is a Windows application that retrieves data from the database for display The default TCP port for communication with the database server is 3306 One or more SMR clients can connect to the database Quadros are QuadroM32x units with the properly configured ACD feature Figure 1 SMR components All components may be installed and run on the same PC Alternatively any or all of them can be installed on a separate PC The installation of each component is described below ACD Statistics
9. create a new connection follow the steps below 1 Click the New button specify for the connection and click Yes Figure 22 The connection will appear the Saved Connections Coonectin to ACDDB SS drop down list mm Figure 22 Creating new connections 2 n the Host Address text box enter the IP Connect to MySQL Server x address or host name of the PC where the l M 5 Delet MySQL server is running Saved Connections Coonection to ACD Hast Adress localhost LIserMarme rook Password a 3 In UserName and Password text boxes enter the user settings specified in step 10 of the section on Configuring MySQL Server 4 Click the Connect button You ll be prompted to save the connection settings Click Save Figure 23 Connect to MySQL Server Dialog Box On clicking the Connect button the application tries to connect to the MySQL database server If connected successfully SMR will download the list of Quadro units that are currently monitored Figure 24 ACD SMR User s Guide Setup and Configuration 5 From this list choose the Quadro and click the OK button ACD servers The SMR client will start downloading the initial status and statistics information for the selected Quadro from the database and populate its tables with that data 192 168 70 7D see below Depending on the network condition and database
10. load this may puit take several minutes Active 92 30 34 cancel Figure 24 Selecting Quadro ACD Statistics Monitoring Reporting ACD SMR User s Guide ACD SMR User Interface ACD SMR Client User nterface After all the components of the ACD SMR system have been successfully installed and configured launch SMR by selecting Epygi Technologies SMR SMH from the Start menu or if you have chosen to create a desktop icon in the SMR Setup wizard simply double click on the SMR icon This opens SMR s main window Figure 25 E rool af 132 180 70 10 ALD SMA I deleri mI ume M pay m Mn MN B3 1 33 21 0 00 00 57 0 GU S6 00 00 54 141 531 00 00 52 000020 00 00 49 BO 32320 s sm 1001 12 0027 00 00827 000027 00 00 26 00 00 25 00 0023 00 00 22 L alas Q300 00 20 50 22 32 50 00 00 49 00 00 51 00 00 14 00 00 20 ra 7 00 00 55 00 00 54 00 00 53 0 om 1 0 stanstics Connecbsd MySOL database arwar TOL 18 Istud update Fireshesd Start reca Soe PM End 2009 5 52 42 PIS Figure 25 The Main Window of ACD SMR The main window of SMR client application is divided into the following areas Main menu The Main Menu is used for accomplishing common tasks such as opening closing a connection w
11. running You may also choose to Hide the application in which case it will be minimized to system tray and will indicate the connection state with the MySQL server and the highlighted Quadro ACD Statistics Monitoring Reporting ACD SMR User s Guide Setup and Configuration ACD SMR Client The ACD SMR client is used to retrieve the data from the database and display it to the user I nstalling the ACD SMR Client To install the ACD SMR Client application run the acdsmrsetup exe executable file and follow the instructions of the Setup Wizard until the last page is reached Figure 21 On this page ensure that the Run SMR checkbox is SERES suu Eas ES selected and click the Finish button Selecting the checkbox will launch the SMR client application The application can later be launched by selecting Epygi Technologies SMR SMR from the Start menu which is the default installation path Completing the Statistics Monitoring and Reporting setup Wizard Setup has finished installing Statistics Monitoring and Reporting on your computer The application may be launched by selecting the installed icons Click Finish to exit Setup Run SMA Figure 21 The Last Page of the Setup Wizard Configuring the ACD SMR Client On launching the ACD SMR Client application the Connect to MySQL Server Figure 23 dialog box pops up The dialog box is used for creating new connections and managing the existing ones To
12. tree on 3 a pan Ros the left shows the Agents as main nodes and the groups they belong toas 2 aia amp A105 sub nodes When viewed by Agent Groups the tree displays the groups i as main nodes and the Agents they comprise as sub nodes To switch a between these views click the respective button in the navigation window Figure 28 Selecting views Tab Windows All the data retrieved from the database is displayed in three tables in ACD SMR Current Status Status Statistics and Call Statistics The tables are located on different tab pages and can be accessed by clicking the appropriate tab page at the bottom of the form The information on the currently active window is updated at a default poll rate of 5000 ms that can be modified from the Options menu The detailed description of each of these tables is given below Statistics Monitoring Reporting TE ACD SMR User s Guide ACD SMR User Interface Current Status The Current Status table shows the current status of Agents in a selected group The table is organized in the following way table columns represent possible statuses an Agent may have and the rows represent Agents or Agent Groups For an Agent a non empty cell indicates the current status of the Agent and the time h mm ss since the Agent is in that state For Agent Groups a cell indicates the number of its Agents that currently have the corresponding status An Agent can have a
13. 419 0 192 168 70 151 SIP A105 00 00 06 Abandoned May 05 06 10 12 46 24 G300 418 0 192 168 70 151 SIP 105 00 00 09 Abandoned 05 06 10 12 46 20 G300 419 2 192 168 70 151 SIP A105 00 00 08 Abandoned Figure 31 Call Statistics Page The table under the splitter includes the calls related information The details are presented below Date Time call start time Group ACD group of agent answered the call Caller IP caller number PBX SIP or PSTN Called ID agent number answered the call Time in Hold time the call stayed in queue before being answered rejected or canceled the call Time in Live call time of call duration with current agent Close Reason call s closed reason Closed by Agent Caller Abandoned Rejected Timeout ACD Statistics Monitoring Reporting AT lt 0 4 1 Bl T EI 21 Bil ID DM naaa Technologies Ltd Copyright 2003 2010 Epygi Technologies Ltd All rights reserved
14. Quadro IP 2 may leave the default value of 4660 Server The IP address or hostname of the MySQL server If the ACD service is running on the same PC as the MySQL server leave the Server setting to localhost Port 4660 MySQL Server localhost e User and Password The root user on the MySQL server with appropriate privileges and the password specified in step 10 of root the section on Configuring MySQL Server The Reset DB button this dialog box removes all entries for the Su select Quadro from the database Once the required settings are entered click OK The specified Quadro will appear in the Configurations box Figure 19 Reset DB ce this step for Quadro units should be monitored To edit the settings of the added Quadro select the Quadro in the Configurations box and click the Edit button To remove the Quadro and thus stop monitoring it select the Quadro in the Configurations box and click Remove Once you completed specifying the list of Quadros click the Apply button The message informing that the ACD service restarted will pop up Click OK If the ACD service successfully connects both to a Quadro and the MySQL server it will show two linked triangles filled with green at the end of the entry line The left triangle shows the connection state with the Quadro and the right triangle indicates the connection with MySQL In cas
15. e of a connection failure the triangles will be filled with red Please check your network settings and ensure you have specified the correct connection settings Figure 18 Specifying the Connection Settings Dacdservicemanager x Configurations ACD 172 30 3 1 4660 gt MYSQL localhost 3306 3 ACD 172 30 0 1 4660 gt MYSQL localhost 3306 ACD 172 30 70 70 4660 MYSQL 192 158 70 18 3306 3 lt gt ii Selected connection status Quadra connected Database connected Add Edit Remove Apply Hide Figure 19 The Configurations Box acdservicemanager X Configurations ACD 172 30 3 1 4660 gt MYSQL localhost 3306 1 acdservicemanege Service reskarked x ACD 172 30 0 1 4660 gt ACD 172 30 70 70 4660 s Selected connection status Quadro connected Database connected Add Edit Remove Apply Hide Figure 20 Restarting the Service Please Note If ACD service is running on a PC outside the Quadro LAN then an appropriate port forwarding configuration is required on the Quadro This can be done by selecting Internet Uplink Filtering Rules Incoming Traffic Port Forwarding on the Quadro and adding a record for MySQL service pool For more information on the adding a service pool please refer to Quadro s Online help To close the ACD Service application click the Exit button Note that the service continues
16. ional InnoDB storage engine and the high speed MyISAM storage engine Transactional Database Only Optimized For application servers and transactional web applications This will make InnoDB the main storage engine Mote that the MyISAM engine can still be used Non Transactional Database Only Suited For simple web applications monitoring or logging applications as Well as analysis programs Only the non transactional MyISAM storage engine will be activated oes cma Figure 9 Choosing the Database Usage ACD Statistics Monitoring Reporting ACD SMR User s Guide Setup and Configuration 5 Choose the drive and installation path for table MEEME space Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the drive For the InnoDB datafile if you not want to use the default settings InnoDB Tablespace Settings Please choose the drive and directory where the InnoDB tablespace should be placed c Installation Path m rive Info Volume Name File System 7 D EN 8 3 GB Diskspace Used 20 4 GB Free Diskspace 6 Choose Decision Support 055 OLAP when g prompted for the number of concurrent MySQL Server Instance Configuration connections to the server Click Next Configure the MySQL Server 5 0 server instance Please set the approximate number of concurrenck connections to the se
17. ith the MySQL database selecting the timeframe for displaying statistical data Toolbar buttons The toolbar buttons are shortcuts to the most frequently used menu items Navigation window This window displays the navigation tree and allows the user to change the table views Tab windows The tab windows contain the tables with the data retrieved from the database Status bar The status bar displays useful information on the application and the connection state It also displays the currently selected timeframe on the right Main menu The main menu includes the following menus with their respective menu items File Connect opens the Connect to MySQL Server dialog box enabling the user to change set connection settings See the section on Configuring the ACD SMH Client Disconnect closes an established connection with the MySQL server The menu item is active only if the connection with the MySQL server has successfully been set up Change ACD Server opens the ACD server from the list dialog box enabling the user to choose the Quadro whose Agents Agent Groups should be monitored See the section on Configuring the ACD SMR Client Exit closes the SMR client application ACD Statistics Monitoring Reporting AB ACD SMR User s Guide ACD SMR User Interface View e Toolbar shows or hides the toolbar e Status Bar shows or hides the status bar Show Graphics allows to show hide the graphical bars in cells Options x e Poll
18. needs Please select a setup type Typical _ 4 Common program Features will be installed Recommended for general use C Complete 4 All program Features will be installed Requires the most disk f space 4 C Custom Choose which program Features vou want installed and where they y i Ll will be installed Recommended For advanced users lt Back Cancel Figure 3 Choosing the Setup ACD Statistics Monitoring Reporting A ACD SMR User s Guide 3 the installation is completed the page similar to the one shown in Figure 4 is displayed Click the Next button twice 4 On the next page of the wizard select the Configure the MySQL Server now checkbox to start the Configuration Wizard after the Setup Wizard Click the Finish button Note If you skip the configuration you can later launch the wizard by selecting MySQL MySQL Server 5 0 MySQL Server Instance Configuration Wizard from the Start menu Configuring MySQL Server Setup and Configuration MySOL Enterprise i x MySQL Enterprise subscription is the most comprehensive offering of MySQL database software services and support to ensure your business achieves the highest levels of reliability security and uptime pu An Enterprise Subscription includes MySQL Enterprise 1 The MySQL Enterprise Server The most reliable secur e and up to date versi
19. ny of the following statuses e Online The Agent is logged in and is idle It is available to accept calls e Offline The Agent is not logged in and cannot accept calls e Busy The Agent is currently on call e Away The Agent is logged in but not available to accept the calls for a short time To accept the calls the Agent s status needs to be changed to Online either from the phone or from Quadro GUI The Agent is logged in but not available to accept the calls for a specified timeframe When that timeframe expires ACD automatically changes the status of that Agent to Online Except for the Busy status all other statuses can be changed from the phone or Quadro GUI The same Agent may be included in different groups and thus it may have different statuses in different groups For Agent Groups the table also shows the number of calls that are in the group s call queue the Calls in the Queue Column Note that this parameter is not applicable to Agents The ACD row at the top of the table indicates the total number of Agents in all groups that have the corresponding Status Figure 29 shows a screenshot of the Current Status window with the 2300 Agent Group expanded Fourteen Agents in that group are currently online and the A110 Agent is in the Busy state Current status dM Offline m Calls QM con E Em 300255 TEES 00 02 42
20. on of the worlds most popular open source database D M 2 The MySQL Monitoring and Advi y Servici database assistant 3 MySQL Production you need it along with sen Wizard Completed Setup has Finished installing MySQL Server 5 0 Click Finish to exit the wizard Configure the MySQL Server now Use this option to generate an optimized MySQL config File setup a Windows service running an a dedicated port and to set Ehe password For the rook account lt Figure 5 Last Page of the Setup Wizard The following step by step instructions describe how to configure the MySQL Server 1 On the startup page of the Configuration Wizard click Next ACD Statistics Monitoring Reporting MySQL Server Instance Configuration Wizard Welcome to the MySQL Server Instance Configuration Wizard 1 0 8 The Configuration Wizard will allow vou to configure Ehe MySQL Server 5 0 server instance To Continue click Next Figure 6 Startup Page ACD SMR User s Guide Setup and Configuration 2 Choose Detailed Configuration when prompted CAE for the configuration type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select a configuration type Detailed Configuration B Choose this configuration type to create Ehe optimal server setup this machine Standard Config
21. r instance Please set the Windows options Install As Windows Service P e This is the recommended way En run Ehe MySQL server 3 on Windows Service Mame MySQL Launch the MySQL Server automatically Include Bin Directory in Windows PATH Check this option to include the directory containing the pes server client executables in the Windows PATH variable Mm so can be called From Ehe command line c cm Figure 14 Choosing the Windows Options MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please set the security options Modify Security Settings 8 Mew rook password TER roO Confirm EEF Enable root access From remote machines Enter the root password Retype the password Create Anonymous Account This option will create anonymous account this server Please nate that this can lead to an insecure system Ces Figure 15 Specifying the Password ACD SMR User s Guide ACD Service Setup and Configuration The ACD service retrieves the status and statistics data from the Quadro and stores them into the MySQL database The successful configuration of the service should allow it to connect to the database and Quadro units I nstalling ACD Service To install the Service run the acdservicesetup exe executable file and follow the ins
22. rver Decision Support D55 OLAF Select this option Far database applications thak will not require a high number of concurrent connections number af 20 connections will be assumed Online Transaction Processing OLTP Choose this option For highly concurrent applications that may have at any one time up to 500 active connections such as heavily loaded web servers 1 Concurrent connections 15 Figure 11 Choosing the Number Concurrent Users 7 Ensure that both Enable TCP IP Networking and MEAS Enable Strict Mode checkboxes are selected DO ADUSEENEI Instance Canfig ron Leave the Port Number setting to its default Configure the MySQL Server 5 0 server instance values 3306 Click Next Please set the networking options Enable TCP IP Networking Enable this to allow TEPIP connections When disabled only local connections through named pipes are allowed Pork Number Please set Ehe server SOL mode Enable Strict Mode This option Forces the server to behave more like a traditional database server It is recommended to enable this option Ces Figure 12 Choosing the Network Options ACD Statistics Monitoring Reporting OT ACD SMR User s Guide 8 10 11 12 Choose the Standard Character Set option when prompted for the default character set Click Next Ensure that both the Install As Windows Se
23. rvice and Launch the MySQL Server automatically checkboxes are selected and the Service Name is set to MySQL Click Next On this page of the wizard enter the password for the root user Please Note Write down the specified password on a piece of paper and have it handy when configuring the ACD service and the SMR client applications Select the Enable root access from remote machines if the ACD service is to be installed on a separate machine Click Next then Execute Once the specified configuration is created click Finish The MySQL server is now ready for use ACD Statistics Monitoring Reporting Setup and Configuration MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the default character set Standard Character Set 1 Makes Latini the default charset This character set is suited For English and other West European languages Best Support For Multilingualism Make the default character set This is the recommended we character set For storing text in many different languages Manual Selected Default Character Set Collation Please specify the character set to use Character Set latini a WS cm Figure 13 Choosing the Default Character Set MySQL Server Instance Configuration Wizard MySQL Server Instance Configuration Configure the MySQL Server 5 0 serve
24. tructions of the ACD Service Setup Wizard until the last page is reached On this page ensure that the Configure ACD Service checkbox is selected and click the Finish button Selecting the checkbox will launch the ACD Service Manager which is used for configuring the ACD service The Manager can later be launched by selecting Epygi Technologies ACD Service ACD Service Manager from the Start menu Click the Finish button to launch the ACD Service Manager Configuring ACD Service Once the ACD Service Manager Epygi Technologies ACD Service ACD Service Manager is run it opens the dialog box shown is Figure 17 ACD Statistics Monitoring Reporting 11 el Setup ACD Service Completing the ACD Service Setup Wizard Setup has finished installing ACD Service on your computer The application may be launched selecting installed icons Click Finish to exit Setup Configure ACD Service Figure 16 Completing the Setup Wizard Ix Configurations Selected connection status O ad Edit Remove Hide Figure 17 The ACD Service Manager ACD SMR User s Guide Setup and Configuration To configure the service click the Add button and specify the following Add Edit configurations X settings ACD e Quadro and port The IP address of the Quadro whose TUE Agents should be monitored and the communication port You
25. uration Use this only an machines that do not already have a MySQL server installation This will use general purpose configuration Far the server that can be tuned manually cook Figure 7 Choosing the Configuration Type 3 Choose Developer Machine when prompted for l the server type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select a server type This will influence memory disk and CPU usage Developer Machine This is a development machine and many other applications will be run on MySQL Server should only use a minimal amount of memory Server Machine Several server applications will be running this machine Choose this option Far websapplication servers MySQL will have medium memory usage Dedicated MySQL Server Machine This machine is dedicated to run the MySQL Database Server other servers such as a web or mail server will be run MySQL will utilize up to all available memory x Ces Figure 8 Choosing the Server Type 4 Choose Multifunctional Database when prompted for the database usage type Click Next MySQL Server Instance Configuration Configure the MySQL Server 5 0 server instance Please select the database usage Multifunctional Database General purpose databases This will optimize the server for the use of the Fast transact
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