NN44400-316 3.0 Installation Client Install

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Nortel Contact Center

CPS Enterprise EditionClient Installation Guide

NN44400-316


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Copyright 2004-2008 by SER Solutions, Inc. ("SER"). All rights reserved. This information includesconfidential and trade secret information of SER and may not be distributed or disclosed

without the prior written consent of SER. All information in this document is subject to change

without notice and does not represent a commitment on the part of SER. No part of this pub-lication may be reproduced, transmitted, transcribed, stored in a retrieval system, or trans-

lated into any language in any form by any means without the written permission of SER.

Trademarks SER Solutions, Inc, and its logos are trademarks of SER Solutions, Inc. Additional trade-

marks include Call Processing System, CPS Enterprise Edition, CPS E2, ScriptVision, Query

Manager, TaskFlow Strategy Tables, Predictive Dialing, SmartPace 6, Enterprise Manager,

Smart Agent Manager, Precision Answering Machine Detection, SaleCheckerValidation,

QuickPrint, Announcer, Encore, Quota Control, Record Select, Stat Builder, Goal Tracker,

Data Finder, Script Exchange, ScriptDoc, LAN Connection, Smart UPS, Safe Landing,

Match/Point, Smart Monitor, ScriptMaker, Datahooks, Jcode, Jstat, and Inbound Control.

Microsoft and MS-DOS are registered trademarks of Microsoft Corporation. Windows is a

trademark of Microsoft Corporation.

Java and all Java-based marks are trademarks or registered trademarks of Sun

Microsystems, Inc. in the US and other countries. Any third party trademarks areproperty of their respective owners.

Product names mentioned herein are for identification purposes only, and may be trade-

marks and/or registered trademarks of their respective companies.

Warranties The customer acknowledges that:SER Solutions has given no assurance, nor made any representations or warranties of any

kind with respect to the product, the results of its use, or otherwise.

SER Solutions makes no warranty regarding the applicable software package, its merchant-

ability or fitness for a particular purpose; and all other warranties, express or implied, are

excluded.

Compliance

with Laws and

Regulations

Use of CPS Enterprise Edition System and CPS Enterprise Edition Client Installation Guide

may be subject to Federal or State laws, administrative rules or regulations, such as, but not

limited to, regulations of the Federal Trade Commission regarding telemarketing (collectively

"Laws"). SER Solutions assumes no liability and makes no representations that the user's

use of the CPS Enterprise Edition System and CPS Enterprise Edition Client Installation

Guide complies with any such Laws. The user is advised to consult with legal counsel

regarding its compliance with such Laws.

Software

License Notice

Your license agreement with SER Solutions, Inc. specifies the permitted and prohibited uses

of the product. Any unauthorized duplication or use of the SER Solutions software in whole

or in part, in print, or in any other storage and retrieval system, is forbidden.

Version

Contact

May 2008

Version 3.0 FPV

SER Solutions, Inc.

45925 Horseshoe Drive, Suite 150

Dulles, VA 20166

Technical Support: 800-950-4626


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Table of Contents

CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Contents-i

Table of Contents

Chapter 1 Overview ........................................................................... 1-1Introduction to This Guide............................................................................ 1-2

Intended Audience ....................................................................................... 1-3

Document Conventions................................................................................ 1-4

Introduction to CPS Enterprise Edition......................................................... 1-5

Install Process.............................................................................................. 1-6

Chapter 2 Software Requirements .................................................. 2-1

Software Requirements................................................................................ 2-2

All Stations ...................................................................................................2-2

System Administrator ...................................................................................2-2

Scriptwriter Station .......................................................................................2-2

Chapter 3 Installing Client Software ................................................3-1

Installation Process...................................................................................... 3-2

Mapping a Network Drive............................................................................. 3-3

Installing the Client....................................................................................... 3-5

Starting the CPS Enterprise Edition Client ................................................ 3-10

Troubleshooting The Client Installation...................................................... 3-11

Chapter 4 Installing Unicenter Remote Control .............................. 4-1

Introduction .................................................................................................. 4-2

Sample Host File ..........................................................................................4-2

Installing on an Agent Station ...................................................................... 4-3

Installing an Administrators Station............................................................. 4-8

Setting User Preferences........................................................................... 4-12

Tab Descriptions ........................................................................................4-12

Chapter 5 ClientUpdate Application................................................. 5-1Introduction .................................................................................................. 5-2

Using ClientUpdate ...................................................................................... 5-3

Using the Command Line ............................................................................5-4

Appendix A IP Address/License Key Chart.....................................A-1

Introduction ..................................................................................................A-2


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Table of Contents

CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Contents ii

Client Worksheet..........................................................................................A-3

Index........................................................................................................ i


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CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Page 1-1

Chapter 1 Overview

This chapter provides an overview of this manual and of CPS Enterprise Edi-

tion. It contains the following sections:

Introduction to This Guide

Intended Audience

Organization of This Guide

Document Conventions

Introduction to CPS Enterprise Edition


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Chapter 1 Overview

Page 1-2 Version 3.0 FPV CPS Enterprise Edition Client Installation

Guide

Introduction to This GuideThe CPS Enterprise Edition Client Installation Guideprovides information toassist you in the installation of CPS Enterprise Edition on a client worksta-

tion. It outlines the steps that will occur during system installation.

You will be supplied with all the requirements you need to ready your site forinstallation including a set of forms and checklists to help you identify techni-

cal specifications needed to configure your system.

This guide is dedicated to your rapid startup and continued use of CPS Enter-

prise Edition.


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Chapter 1 Overview


Intended Audience

This guide is intended for the following audience:

Customer Technicians

Service Field Engineers Installation Field Engineers

Technical Support Engineers

Application Engineers


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Chapter 1 Overview


Guide

Document ConventionsThis guide uses the following conventions.

Any screen fields, buttons, tabs, or other controls that you can manipulate are

printed in bold type. Keys that you press on the keyboard are also printed in

bold type. For example:

Press the Exit button.

Press the Enter key.

Keyboard keys that you must press simultaneously are printed in bold type

and separated by a hyphen (-). For example:

Press Ctrl - C.

Instructions that require you to use the menu bar start with the menu name in

bold type, followed by a right arrow (>), followed by the menu option in bold

type. For example:

Select File>Exit.

Special notes, references to other sections in the guide, cautions, and warn-

ings are marked by an icon and located in the left margin. These icons are

illustrated and explained in below.

Table 1-1: Guide Icons

Icon Description

Note important information you

must be aware of to use the system

successfully.

See also a reference to information

elsewhere in the guide that is relevant

to this topic or procedure.

Caution a recommendation that

you perform or avoid particular

actions to ensure smooth operation of

the system.

Warning an indication that a signif-icant problem with the system or con-

tact center operations may be

possible under certain circumstances.


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Chapter 1 Overview


Introduction to CPS Enterprise EditionDeveloped for contact centers with complex list management or collections

requirements, CPS Enterprise Edition offers Real-Time Portfolio Manage-

ment, providing holistic, real-time management of call records, campaign

strategies, agent profiles, work sessions, and agent workflow. This next gen-

eration contact center solution makes it possible for contact center managersto focus on business strategies, not work listsdelivering unparalleled align-

ment between corporate business objectives and contact center operation.

CPS Enterprise Edition integrates voice and data to manage calls for virtually

every application in todays market, including:

Teleservice

Collections

Fund raising

Market Research

Customer Service

CPS Enterprise Edition offers

Microsoft Windows-based user interface

Modularity by separating design features of software and hardware

Scalability by distributing computer processing over a number of com-

puters

Client/Server Architecture to improve responsiveness, flexibility, and

maintainability of applications.


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Chapter 1 Overview


Guide

Install ProcessSER Solutions personnel are responsible for installing and configuring server

software, including SQL Server, and Microsoft Windows (if not factory

installed), and all software related to CPS Enterprise Edition on the server,

restoring files from backups, and performing manual configurations to the

server. SER Solutions personnel will, upon installation of CPS EnterpriseEdition, install one client station. Customers are responsible for preparing

hardware and installing software to additional client workstations as per

instructions in this guide. If you have any questions concerning installation of

client software, contact SER Solutions technical support.


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Chapter 2 Software Requirements

This section provides information on required software details for CPS Enterprise

Edition. Included are the following sections:

Software Requirements


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Chapter 2 Software Requirements


Guide

Software RequirementsSER Solutions provides all the software that is necessary to run CPS Enter-

prise Edition. The following is a list of software requirements to run CPS

Enterprise Edition according to individual needs.

All Stations Microsoft Windows XP Professional

Microsoft Windows XP latest updates

Computer Associates Unicenter Remote Control V. 6.0.77.0

System Administrator Microsoft Windows Access

.Net Framework 2.0

Computer Associates Unicenter Remote Control V. 6.0.77.0

Scriptwriter Station Visual Basic 6.0

CPS Enterprise Edition VisualScriptor 2.1.1


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Chapter 3 Installing Client Software

This chapter provides instructions for the preparation and loading of CPS Enter-

prise Edition Client software.

Installation Process

Mapping a Network Drive

Installing the Client

Starting the CPS Enterprise Edition Client

Troubleshooting The Client Installation


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Guide

Installation ProcessThe server for CPS Enterprise Edition must be set up and ready to run before

you can proceed with the client installation process. The first thing you

should do when installing client software is to map drives for each worksta-

tion. If you want to run reports, an administrator must configure the system to

feed data to the Enterprise Stats reporting package.


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Mapping a Network DriveTo work from a workstation, you must map a common drive off of the CPS

Enterprise Edition Server.

To map a network drive, do the following:

1. On the Microsoft Windows Desktop, right-click on My Computer. The

context menu appears.

2. Select Map a network drive. The Map Network Drive dialog box appears.

3. Enter the desired drive letter. The drive letter must be the same for all

workstations and match the server configuration. For more information,

consult your SER Solutions support representative.

4. Enter the folder as follows:

\\servername\u

with your server name as noted in the configuration.

Figure 3-1. My Computer context menu.

Figure 3-2. The Map Network Drive dialog box.


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Guide

5. In the Map a Network Drive dialog box, select Connect Using a Differ-

ent User Name. The Connect As dialog box appears.

6. Enter the desired user name or Browse for the desired user name and

enter a password. Press OK. You return to Map a Network Drive dialog

box.

7. Press Finish.

Figure 3-3. The Connect As dialog box.


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Installing the ClientTo install the Client, do the following:

1. In the :\u\clientsw directory, select and run setup.exe.

The Welcome screen appears in the InstallSheild program. The CPS E2

Client box appears.

2. Press Next. The Welcome box appears.

Figure 3-4. Title box.


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Guide

3. Press Next. The Select Installation Folder box appears.

4. Press Next to use the default selection, or Browse for a different loca-

tion.

5. Confirm the installation.

Figure 3-5. Welcome box.

Figure 3-6. Selecting installation folde.


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6. Press Next. The installation begins. The Parameters box appears. Enter

the NPINST Location. This is the location where the client software is

located.

7. Enter the Server IP. This is the server where you installed the server soft-

ware.

8. Check the box to Update the Host file. This will ensure that when you

update the client software, it will be able to locate the server.

9. Press Accept.

Figure 3-7. Confirm installation.


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Guide

10. Start CPS Enterprise Edition.

11. Start the Administrator and login as admin to see if the client installed

properly.

12. If CPS Enterprise Edition times out, check the EISNewt.exe about box in

the System Tray to see if the hosts are setup correctly.

13. If it is incorrect, edit the hosts file.

Figure 3-8. Parameters box.

Figure 3-9. Installation complete box.


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After you have a running CPS Enterprise Edition system, you will need to

create objects before you can use CPS Enterprise Edition.

Figure 3-10. Checking the EISNewt

box. This shows an error stating that

node 43 cannot be resolved. Edit the

hosts file to assign an IP to node 43.


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Guide

Starting the CPS Enterprise Edition ClientTo start CPS Enterprise Edition, do the following:

1. In the Microsoft Windows desktop, select Start>Programs.

2. Select CPS-EE>Supervisor to open the Supervisor application, or CPS

Enterprise Edition ScriptVision.

To exit CPS Enterprise Edition, do the following:

Select File>Exit.


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Troubleshooting The Client Installation1. Request times out when logging in for the first time.

Solution: Check EISNewt about box to make sure hosts match. Modify hosts

file if needed.

2. Invalid Request error appears when logging in.Solution: Put a valid license file in drEIStmp. Restart CPS Enterprise Edition.

3. The AutoAdmin tab in the Administrator doesnt load correctly

Solution: Install the .NET framework on the client machine.

4. Admin crashes when you try to import records

Solution: Check you dbcnf dosp values. The slashes could be wrong or there

could be a typo in the value somewhere.

5. Side-by-side error in client installation.

Solution: In Admin client installation, if you get "side-by-side" error, it usu-ally means that the computer is missing some required Visuaul C++ 2005

files. You may need to install them using vcredisp.exe.


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Guide


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Chapter 4 Installing Unicenter Remote Control

This section includes installation instructions for Unicenter Remote Control,

including the following topics:

Introduction

Installing on an Agent Station

Installing an Administrators Station

Setting User Preferences


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Guide

IntroductionUnicenter Remote Control is a secure application for controlling and sup-

porting Windows systems. Administrators can access, control, view, manage,

and modify remote systems from a centralized location.

Unicenter Remote Control is compatible with Microsoft Windows 2000 andWindows XP operating systems.

Sample Host FileThe following is a sample copy of the host file which requires that you define

the station name. The station name will be passed to the command string

when the Monitor agent selects a user to monitor.

Station Name

10.3.xx.xx CPSEE30 station30

10.3 yy.yy CPSEE28 station28

10.3.zz.zz CPSEE27 station27


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Installing an Administrators StationTo install the Unicenter Remote Control for Administrators stations, do the

following:

1. Run the CAsetup.exe file from the CD to launch the Unicenter Remote

Control installer. The application will open if the CD drive has autorunenabled. If not, select Start>Run from the Windows Desktop and find

the file and select it.

2. Select Install Products. This will present the product installation

options.3. Select InstallLocally Managed Configuration.


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Guide

The install Wizard will appear, indicating that a reboot will be required

upon completion.

4. Select I Agree for both licensing pages.

5. Press Next. Enter the user information on the User Registration Informa-

tion screen.

6. Select Anyone who uses this computer (all users) for Install the appli-

cation for.


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7. Choose the destination folder or accept the default path.

8. Press Next.

9. Press Install to begin the installation.


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Guide

10. Once the files have all been put in place the Installsheild Wizard Com-

pleted screen will pop up.

11. Press Finish to complete the installation process.

12. After completing the installation, proceed with setting up the user

preferences/properties.


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Setting User PreferencesAfter the installation, each station will have to have the preferences modified,

we are going to display the basic options required for CPS Enterprise Edition.

Right click on the URC icon in the Windows task bar, or select the Host Prop-

erties from the Unicenter Remote Control program in the Start, Programs list.

Tab Descriptions

General tab

The General tab displays the version information, computer name, domain

and the assigned IP address, including the default URC port number.

Host tab

The Host tab contains options for viewing and remote control. For CPS

Enterprise Edition purposes we will only be enabling the Stealth View and

Shared Control modes. Any other options that the customer may wish to

implement will not be executed from the Monitor selection menu. The cus-

tomer may however wish to use the Unicenter Remote Control application

independent of the CPS Enterprise Edition application.

Note: To hide the URC icon from the agent, select the Miscellaneous option:

and apply the Hide host from desktop setting.


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Guide

Users tab

The Users tab contains the list of authorized users that have access to connect.

Once the domain EISADMIN user account has been added to the station as an

administrator, you will need to modify the user permissions to define what

options are available. Select the Administrator from the list of users, theselect the Permissions button to set the privileges.


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Event Log tab

The Event Log tab has options for each host to record events to the Windows

Event Log as defined in the Advanced tab. By default this will be left on.

TCP tab

This tab provides configuration information on how TCP functions during a

remote connection. The default setting will be used.


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Guide

SPX, HTTP protocols will be disabled and are installed by with the defaultconfiguration.

Advanced Tab

The advanced tab is used to display and modify the host settings related to the

Event Log messages, host network configuration and functionality. The

default settings have not been modified.


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Chapter 5 ClientUpdate Application

This section includes information on ClientUpdate for updating the Client appli-

cation. It includes the following topics:

Introduction

Using ClientUpdate


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Guide

IntroductionClientUpdate is an application that automatically looks for and updates client

applications. In CPS Enterprise Edition, ClientUpdate is the replacement for

NPINST. It is similar to NPINST since it also uses the .inf files in the clientsw

directory on the server to get file update information. ClientUpdate runs on

the client PC in the system tray located in the bottom right of the screen.


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Using ClientUpdateThe ClientUpdate is a separate application that you must install on the Client

PC. When installed, it automatically appears in the startup list in the system

registry. After installing it and rebooting the PC, the ClientUpdate application

will run.

An icon for the ClientUpdate appears in the system tray.

If the ClientUpdate application is checking for updates, in the process of

updating, or is showing that updates are ready, the icon changes.

If you click on the inactive icon, a menu appears.

Figure 5-1. ClientUpdate icon in

dormant state.

Figure 5-2. ClientUpdate icon in

active state.

Figure 5-3. ClientUpdate menu.


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Guide

The menu items include several optional items that you can select and dese-

lect, according to your preferences. It also inclues a scheduling option and run

now option.

Using the Command LineYou can remotely install, run, and configure the ClientUpdate on a client PC

using command lines. This makes it possible to perform installations from a

single central location. You can also use command lines instead of running

the ClientUpdate application from the system tray.

Table 5-1: ClientUpdate Menu.

Option Description

Run Update Now Runs the applications selected in the menu list

once and immediately.

Schedule Update Schedules an update at a later time. You can

schedule an update in the middle of the night, if

desired, to avoid work interuptions.

Launch at Startup Adds or removes ClientUpdate from running during

Startup. Check to add to the Startup.

Backup on Update Creates a backup copy of any updated files after

running an update. This is a single backup that will

replace any previouosly created backup files.

Check for Updates Runs periodic checks for updates on the server.

Turn this feature off if you elect to schedule a Clien-

tUpdate.

Update Admin Displays a list of applications that you can update

from the server. The list is located in the config.inf

file in the CKT_NPINST directory.

\\\\u\clientsw List of configured CKT_NPINST directory paths.

This list will only appear if you have multiple nodes

running. The path must contain a MASTERID file,

and at least one other valid path. You can only

select one of these paths at a time.

Selected paths become the source for the updates.ClientUpdate will initially upon installation deter-

mine the path for the update based on the most

current MASTERID file. After that, the user can

change the selection.

Table 5-2: Command Line options.

Command Description

-R Runs the ClientUpdate, immediately runs the

update process, and exits the application


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-I Installs the ClientUpdate application to run at Star-

tup. It also creates a desktop shortcut, starts a new

instance of the application, and exits. This com-

mand is used by the installer.

-U Removes shortcuts and startup settings, then exits

the application.

Table 5-2: Command Line options.

Command Description


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Guide


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CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Page A-1

This document is proprietary and confidential to SER Solutions and is not for external distribution.

Appendix A IP Address/License Key Chart

This section includes a chart for IP addresses and License keys for CPS Enterprise

Edition client workstations. It includes the following:

IntroductionClient Worksheet


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Page A-2 Version 3.0 FPV CPS Enterprise Edition Client Installation

Guide

IntroductionTable A-1 on the following page may be used as a worksheet to document the

IP Addresses and software license numbers of each workstation.

The Clientcontains the following fields (Fields used for each client worksta-

tion will depend upon the client workstation type):

Station Type: Ad - Administrator, Sp - SuperVisor, Sc - ScriptWriter,

or Mon - Monitor.

Ext/Sta #: Extension/Station number.

IP Address

Control IT5

Visual Basic License #


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CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Page A-3

This document is proprietary and confidential to SER Solutions and is not for external distribution.

Client Worksheet

Table A-1: Client Workstations

NodeNumber

StationType

Ext/Sta.# IP Address Control ITHost

Control ITViewer

VisualBasic


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Page A-4 Version 3.0 FPV CPS Enterprise Edition Client Installation

Guide


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Index

CPS Enterprise Edition Client Installation GuideVersion 3.0 FPV Index-i

Index

A

Administrators StationInstalling

Unicenter Remote 4-8

C

ClientInstalling 3-5Starting 3-10Stopping 3-10Troubleshooting 3-11

Client/Server Architecture 1-5ClientUpdate

Command lines 5-4Introduction 5-2Using 5-3

D

Database software 2-2

G

Graphical User Interface 1-5

I

Install process 1-6

Intended Audience 1-3IP Address A-2

L

License key chart A-2

M

MappingNetwork Drive 3-3

March 2008 1-iiModularity 1-5

P

ProcessInstall 3-2

S

Sample Host FileUnicenter Remote Control 4-2

Scalability 1-5Software components 2-2

U

Unicenter Remote ControlUser Preferences 4-12

Updating the clientClientUpdate 5-3Command lines 5-4

W

WorksheetsServer and Client A-3


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Nortel Contact Center

CPS Enterprise Edition Client Installation GuideDocument issue: Version 3.0

Document date: 15 May 2008

Product release: 7.0

Job function: Installation

Type: Technical Document

Language type: English

Except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT AS IS WITHOUT

WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products

described in this document are subject to change without notice, and any notices or terms of use that may

accompany it.

Nortel, the Nortel logo, the Globemark, DMS, and Meridian are trademarks of Nortel Networks.

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