Mitel Interactive Queue Server Installation Training

1
Mitel Interactive QueueServer Installation
Training

• prairieFyre Software Inc.

2
Required reading

• Read and review the following documents before
  you continue
• Intelligent Queue Installation Guide
• Customer Interaction Solutions System Engineering
  Guide
• Click the hypertext links to gain access to these
  documents

3
Pre-installation and server installation training
overview

• This module covers the following topics
• Training objective
• Before you begin
• Installing Intelligent Queue
• Registering Intelligent Queue
• Training Summary
• Intelligent queue installation certification
• Contacting prairieFyre

4
Training objective

• After you complete this module, you will
  understand how to
• Register Intelligent Queue
• Install Intelligent Queue

5
Before you begin

• File structure overview
• Besides its normal role of storing the binaries
  for Intelligent Queue, the file system acts as a
  data store for the voice prompts, agent
  recordings, and real-time event files for the
  Service Controller program
• Unless the user changes the default installation
  folder, the application installs in the directory
  C\Program Files\Mitel\6160. For best practice,
  install the application in the default folder
• NOTE
• You must install Intelligent Queue software on a
  network-connected PC that is running Windows
  2000/2003 Server
• If your system drive is on a drive other than
  C\, the installation will default to that drive

6
Before you begin

• Installing and configuring Intelligent Queue
  components
• If you do not have the following software
  installed, Intelligent Queue will install it in
  the following order prior to installing
  Intelligent Queue software. If the software is
  already installed, Intelligent Queue will not
  re-install it
• Microsoft .NET Framework 2.0
• Microsoft Windows Installer 3.1
• Microsoft Web Services Enhancements 3.0 Runtime
• Microsoft SQL Server 2005 Express Edition
• MiAudio Server Edition
• Microsoft Component Checker

7
Installing Intelligent Queue

• Installing Intelligent Queue on the server
• To install Intelligent Queue on the server, see
  Installing Intelligent Queue on the server in
  the Intelligent Queue Installation Guide
• If you need to navigate to the following windows
  manually once the installation is complete
• To navigate to the Mitel IP Phone Emulation
  Settings window, click StartgtSettingsgtControl
  PanelgtIP Phone Emulation
• To navigate to the Mitel TAPI Service Provider
  Configuration window, click StartgtSettingsgtContr
  ol PanelgtPhone and Modem OptionsgtAdvancedgtMitel
  TAPI Service ProvidergtConfiguregtSelect from IP
  Phone List

8
Installing Intelligent Queue

• Accessing Intelligent Queue from a client
  computer
• There is no installation required for the client
  computer, but you can access Intelligent Queue
  from a client computer
• To access Intelligent Queue from a client
  computer
• Start Internet Explorer and type http//your IP
  address/6160
• NOTE If you cannot open Intelligent Queue on a
  client computer, it may be because of a pop-up
  blocker. Disable Block Pop-ups in order to access
  Intelligent Queue

9
Installing Intelligent Queue

• Verifying the installation was successful
• To check that MiAUDIO Server Edition can
  communicate with the telephone system
• Click StartgtControl PanelgtIP Phone Emulation
• If the ports are green, MiAUDIO Server Edition
  can communicate with the phone system. If the
  phone icons are red, either MiAudio Server
  Edition cannot communicate with the phone system,
  or you are using Remote Desktop
• If you are not using Remote Desktop, you must
  restart the Intelligent Queue Server. Check the
  ports again after you have restarted the server.
  They should be green. If they are still not
  green, the port configuration or the telephone
  system status could be incorrect

10
Installing Intelligent Queue

• Restarting services
• If you add or remove ports after the initial
  installation, you must restart the services for
  Intelligent Queue to recognize the ports. You do
  not need to restart the services if this is the
  initial installation of Intelligent Queue
• To restart the services
• Open Intelligent Queue
• On the System Status Screen, click Restart systems

11
Registering Intelligent Queue

• Before you register Intelligent Queue, ensure you
  have your Site Key handy. The Site Key is the
  five-digit number located on your Intelligent
  Queue installation folder
• When registering Intelligent Queue, you can
• Register online
• Register offline
• Register a seven-day demo license

12
Registering Intelligent Queue

• Registering Intelligent Queue online
• If an active Internet connection is available and
  you can access the license server, you must
  register online. Registering online is fast and
  easy!
• To register Intelligent Queue online
• Ensure that the computer is connected to the
  Internet
• Launch the Intelligent Queue License Utility
• Call prairieFyre Software Inc. Technical Support
• Provide the Technical Support agent with your
  five-digit Site Key
• The Technical Support agent will give you your
  Product Key and your MOS password. The Product
  Key is based on the options you have purchased.
  You will use the MOS password to unlock your
  Intelligent Queue options

13
Registering Intelligent Queue

• Registering Intelligent Queue online
• When complete, the Online Registration
  Successfully Licensed message opens
• Start Intelligent Queue and use the MOS password
  to unlock your Intelligent Queue options

14
Registering Intelligent Queue

• Registering Intelligent Queue offline
• If you do not have access to the Internet or if
  you cannot access our license server, you can
  register offline. After you register offline, the
  License Client application will register a
  seven-day demo license while you wait for your
  license file from prairieFyre Software
• To register Intelligent Queue offline
• Launch the Intelligent Queue License Utility
• Call prairieFyre Software Inc. Technical Support
• Provide the Technical Support agent with your
  five-digit Site Key
• The Technical Support agent will give you your
  Product Key and your MOS password. The Product
  Key is based on the options you have purchased.
  You will use the MOS password to unlock your
  Intelligent Queue options

15
Registering Intelligent Queue

• Registering Intelligent Queue offline
• Type the Product Key in the Offline Registry form
  and click OK.
• The Offline Registration engine will generate the
  IQ.dlsc file in your Intelligent Queue install
  folder
• Locate the IQ.dlsc file and email it to the
  Technical Support agent with whom you are
  communicating. The agent will sign the IQ.dlsc
  file electronically and send it back to you
• Replace the existing IQ.dlsc file with the signed
  copy
• Start Intelligent Queue and use the MOS password
  to unlock your Intelligent Queue options

16
Registering Intelligent Queue

• Registering a seven-day demo license
• With the seven-day demo license you receive 24
  ports, callbacks, and call detail reporting (CDR)
  so you can continue using Intelligent Queue. You
  should replace the demo license file before the
  seven days expire to ensure you have continuous
  access.
• To register Intelligent Queue offline
• Launch the Intelligent Queue License Utility
• The Registration window opens
• Click the Install Demo button
• Start Intelligent Queue

17
Registering Intelligent Queue

• Upgrading an existing license
• If you are upgrading from Intelligent Queue
  Version 3.1.x to Version 5.x, you must upgrade
  your license. Before you start the license
  upgrade, you will need a new MOS password. If you
  do not have it, contact prairieFyre Software Inc.
  Technical Support
• To upgrade an existing Intelligent Queue license
• Log on to Intelligent Queue
• Click AdministrationgtPurchased options
• Verify your Mitel Product Key matches the MOS
  Options sheet

18
Registering Intelligent Queue

• Upgrading an existing license
• After Enter the Mitel Options Password, type the
  MOS password you received for the license upgrade
• Enter your system options
• Click Save
• If the information you entered is correct, menu
  items will open. The menu items correspond to
  your purchased options. If you entered incorrect
  information, the Incorrect select window opens
  and you will need to correct your system options
  entries

19
Training Summary

• To complete the online test for this module, you
  require a Mitel OnLine (MOL) account
• If you do not have a MOL account
• Go to the Mitel website
• Click RegistergtRegister for Mitel OnLine
• Submit your application
• After you obtain a MOL account
• Log on to your MOL account
• Take the course
• Register for the test

20
Intelligent Queue installation certification

• After you complete this module (curriculum and
  test), become Intelligent Queue Installation
  Certified by completing the following modules
• Intelligent Queue Pre-Installation
• Intelligent Queue Configuration
• Visit Mitel OnLine to register for additional
  contact center installation courses
• Contact Center Management Installation and
  Maintenance
• Interactive Contact Center Installation
• Call Accounting Installation and Maintenance

21
Contacting prairieFyre

• Technical Support
• 730-555 Legget Dr., Tower B
• Kanata ON K2B 2X3
• CANADA
• Tel [phone]
• Sales Marketing Press 5
• Technical Support Press 3
• Training Press 6
• Fax [phone]
• Email support_at_prairiefyre.com

22
Thank you
The information conveyed in this presentation,
including oral comments and written materials, is
confidential and proprietary to Mitel and is
intended solely for Mitel employees and members
of Mitels reseller channel. If you are not a
Mitel employee or a Mitel reseller, you are not
the intended recipient of this information and
are not invited to the conference, and cannot
participate in or listen to and/or view the
presentation. Please delete or return any related
material. Mitel will enforce its rights to
protect its confidential and proprietary
information, and failure to comply with the
foregoing may result in legal action against you
or your company.