Installation Manual

Xtend Call Center Solutions

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Copyright Notice

The information given in this document is the property of Xtend Technologies. We take every care

in preparing this document, but no guarantee is given to the matter present in the guide. Our

products are under continual improvement and we reserve the right to change the content

without any notice.

Copyright © 2014 Xtend Technologies. All Rights Reserved.

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Welcome

Congratulations on your choice of a world-class product. This will give you the capability to

provide higher levels of customer service and increase the operational efficiency. The product is a

full featured call answering and dialing system and also comprises of campaigning capabilities to

meet individual organisational needs. With the use of this product, we are sure that you will find

an effective customer service in place. Read this installation manual before installing the call

center system and save this manual for your future reference.

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Contents

1.

2.

3.

3.1.

3.2.

3.3.

4.

5.

5.1.

5.2.

5.3.

5.4.

6.

Introduction ........................................................................5

Unpacking ...........................................................................6

System Requirements and Recommendations ........................6

Server System Configuration ........................................6

Client System Configuration..........................................7

Storage Plan Overview..................................................7

Connection Diagram.............................................................8

Steps to Perform ................................................................9

PIKA HMP Driver Installation .........................................9

Configuring PIKA HMP SDK .........................................15

Installation of DB 2 .....................................................24

Installation of Xtend Call Center Solutions....................34

Contact Us .......................................................................46

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1. Introduction

Xtend Call Center Solutions is a powerful and advanced computer-based application program

designed to automate the inbound and outbound calls in an organisation. The cost-effective

communication toolkit manages the call center peak loads through efficient call handling,

Interactive Voice Response System (IVRS), Automatic Call Distribution (ACD), Screen Popups,

Voice Recording, Conferencing and much more. Implementation of the automated telephony

application leverages the contact center capabilities and thereby enhances customer

satisfaction resulting in increased revenue opportunities.

The inbound call center solutions provides all the features to completely control the routing of

incoming calls and ensures that the calls are managed effectively and efficiently to provide the

best customer interaction, based on their specific needs. The software with support for IVR

System functions as an automatic call distributor to queue and distribute the calls to the

available agents over the network. Xtend Call Center serves as a powerful telemarketing tool to

promote the company products, brands and offers in different languages. The product comprises

of full-fledged outbound call management capabilities ensuring smooth delivery of information to

an immense group of members within fraction of seconds.

Salient Features

Web-based Administration Interface

IVR & Automatic Call Distribution

Call Routing, Queuing Status & Auto-callback

Real-time Agent Status with Live Monitoring

Average Handling Times, Occupancy, Service History

Live Monitoring of Total/Answered/Abandoned Calls

Queue Position, Voice Mail & Call Recording

Hot Desking with Agent Session Reports

Proportional Routing & Auto-logout for Unavailable Agents

Popup Screen for Client Information & CRM Updation

Advanced Call Reports with Export to CSV Format

Extensive Search Options for Retrieving Information

Integration with Existing CRM Applications

Multiple Outbound & Auto-dialer Campaigns

Multilingual Campaign Management

Full-fledged Campaign Activity Reports

Robust Contact Filtering with DND Management

Auto-upload Data in CSV/XLS Format

Queue Position, Voice Mail & Call Recording

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2. Unpacking

The package for Xtend Call Center consists of the following items

Installation CD

Digital PIKA Voice Card

HASP

3. System Requirements and Recommendations

To use Xtend Call Center on a Windows PC, you must have at least the following:

3.1. Server System Configuration

Minimum:

Operating System (32 bit) : Windows Server 2008/Windows 7

Browser : Internet Explorer 8.0 or above

Processor Type & Speed : Intel Quad Core, 2.5 GHz or more

Memory : 4 GB or more

Hard Disk Space : Maintain Primary and Secondary Hard Disk

Primary Hard Disk >= 500GB

Secondary Hard Disk >= 500GB

LAN : Gigabit Ethernet Controller

Recommended:

Operating System (32 bit) : Windows Server 2008/Windows 7

Browser : Internet Explorer 8.0 or above

Processor Type & Speed : Intel Quad Core/Intel Xeon Processor, 2.5 GHz or more

Memory : 4 GB or more

Hard Disk Space : Maintain Primary and Secondary Hard Disk

: Primary Hard Disk = 1 TB

: Secondary Hard Disk = 1 TB

LAN : Gigabit Ethernet Controller

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3.2. Client System Configuration

Operating System : Windows XP or above

Browser : Internet Explorer 8.0 or above

Processor Type & Speed : Intel Pentium or AMD Processor, 2.0 GHz or more

Memory : 1 GB or more

LAN : Ethernet Controller

Headset : Any standard headset with microphone

Sound : Mother board Integrated or separate PCI sound card

IMPORTANT: Server system and Client systems should be on a local network. If the network

connectivity is VPN, then the speed of the network connection towards each Agent PC should

be 256 Kbps or above. Agents should use a normal headset and USB headset is not

preferred.

Note: The minimum system requirements mentioned here shall vary based on the actual user

requirements.

3.3. Storage Plan Overview

HARD DISK ONE (1 TB)

PARTITION 1300 GB APPROX.

PARTITION 2300 GB APPROX.

PARTITION 3400 GB APPROX.

Xtend Call Center

Storage PlanOverveiw

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HARD DISK TWO (1 TB)

dinr g o Sc te oR r all ga eC

EVA SW

Xtend Call Center

Storage PlanOverveiw

4. Connection Diagram

Xtend Call Center Solution software uses digital PIKA voice card for its functioning; the E1 line of

the PRI should be connected to the PCI Express voice card. The network card NIC-1 must be

connected to the network switch and from the switch different SIP phones needs to be

connected.

Xtend Call Center

Network Switch

NIC-1

Agent PC s

NIC-2E1

VoIP

Voice Card

Agent PC s

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The PRI line will be connected to the PIKA Voice Card in the Xtend Call Center Server as shown

below.

5. Steps to Perform

Insert the PIKA board on the PCI Express slot of the computer

Install PIKA HMP Driver

Configure PIKA HMP SDK

Ensure working of PIKA using GP test

Install the database DB2

Install Xtend Call Center software application

5.1. PIKA HMP Driver Installation

Step 1: Shutdown the PC and disconnect it from the power before connecting the PIKA card.

Now insert the PIKA card in the PCI slot of the computer and fix it tightly. Restart the PC and

cancel the automatic device driver installation and proceed to the next step.

Step 2: Insert the installation CD into the CD drive. Go to the location Xtend CallCenter

Support Files → Drivers → Pika Setup. Right click pikahmp-3.0.1-windows-installer.exe and

select 'Run as administrator'.

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Step 3: The welcome wizard window appears. Click Next.

Step 4: You will now get a License Agreement Setup. Read the complete agreement carefully,

choose the option “I accept the agreement”, and then click Next.

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Step 5: A default path “C:\Program Files\PIKA\hmp” is already given. If change of path is not

required, click Next to continue.

Step 6: Setup is now ready to install. Click Next to continue.

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Step 7: Setup has now started installation.

Step 8: A security window appears as shown below. Click Install.

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Step 9: Wait for the installation to get completed.

Step 10: The setup has now finished installing PIKA HMP SDK Setup. Click Finish.

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Step 11: You will now get a README file. Click Ok to continue.

Step 12: Your computer will now restart to complete installation. Click Yes.

After the computer gets restarted, open the folder Drivers from the installation CD. Locate the

Pika Channel License folder and copy the file License.KEYS.

Now, go to Start → Programs → PIKA HMP SDK → PIKA Data. A window appears, open the

folder conf and paste the License.KEYS to this folder.

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5.2. Configuring PIKA HMP SDK

Step 1: To configure PIKA HMP SDK, open GP Config from Start → Programs → PIKA HMP

SDK. Right click GP Config and select 'Run as administrator'.

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Step 2: The window will display message that hardware and number of licensed channels

detected. Enter the country code as required.

Step 3: Here you can type 'C' to customize individual parameters.

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Step 4: The default Line Interface Type is 'E1'. Press Enter to continue.

Step 5: The default Protocol type is 'ISDN'. Press Enter to continue.

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Step 6: Enter the required command mode. Press Enter to continue with the default parameter.

Step 7: The number of SIP channels will appear. Click Enter to continue.

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Step 8: A list of IP addresses will appear.

Step 9: Select the Server IP from the list.

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Step 10: Enter the SIP port to be used. Press Enter to continue with the default parameter.

Step 11: Enter the SIP RTP port to be used. Press Enter to continue with the default parameter.

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Step 12: Enter “Yes/No” to specify whether SIP is used for peer-to-peer connections. Press

Enter to continue with the default parameter (Yes).

Step 13: The configuration file will be created. Press any key to continue.

Now, select Start → Programs → PIKA HMP SDK → PIKA Data and make necessary

modifications if needed, in the configuration file.

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Ensure Working of PIKA using GP test

The next step is confirming the PRI status using GP test. Goto Start → Programs → PIKA HMP

SDK → GP Test.

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A command prompt appears as shown below.

Wait for the channels to get loaded as shown below.

Once the channels are loaded successfully, proceed to dial test calls to ensure proper working of

the connected E1 line.

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5.3. Installation of DB 2

Step 1: From the installation CD, open the folder Xtend CallCenter Support files → Database.

You will find the setup.exe.

Step 2: Right click setup.exe and select 'Run as administrator'.

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Step 3: DB2 Setup Launchpad window is opened on the screen.

Step 4: Select the option “Install a Product” from the left panel of the window. Then click

Install New to begin the installation.

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Step 5: Please wait for few moments while DB2 Express-C Setup prepares the InstallShield

Wizard.

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Step 6: Click Next to continue with the installation.

Step 7: Read the License Agreement carefully and select "I accept the agreement". Now, click

Next button.

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Step 8: The default installation type will be “Typical”, click Next to continue.

Step 9: Select the option "Install DB2 Express-C on this computer and save my settings in a

response file" and type/browse the path within “Response file name” for saving the settings.

Click Next to continue.

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Step 10: The default installation folder is "C:\Program Files\IBM\SQLLIB", click Next to continue.

Step 11: Provide the user information for the DB2 Administration Server. By default “Local user

or Domain user account” option will be enabled. Enter the user name and password. You may

enable the option “Use the same account for the remaining DB2 services” and click Next to

continue.

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Step 12: Configure DB2 instances window appears as below, click Next to continue.

Step 13: Click Finish to begin the copying of files.

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Step 14: Wait for the installation process to get completed.

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Step 15: The setup completion window appears as shown below.

Step 16: Run the validation tool from the highlighted path.

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Step 17: A command prompt window appears and executes the validation prompt.

Step 18: Click Finish in the below given window.

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A window appears after successful installation of DB 2.

5.4. Installation of Xtend Call Center Solutions

Step 1: From the installation CD, locate XtendCC_11741.exe (the version number 11741

mentioned here may vary depending on the latest version).

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Step 2: Right click on the setup and select 'Run as administrator'.

Step 3: Welcome window of Xtend Call Center setup wizard appears. Click Next to continue.

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Step 4: You will now get a License Agreement Setup. Read the complete agreement carefully,

choose the option “I accept the agreement”, and then click Next.

Step 5: The setup will install Xtend Call Center Solutions into the default folder D:\XtendCC. Click

Next to continue.

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Step 6: The setup will create the program shortcut as Xtend Call Center 3.0 in the Start Menu

folder. Click Next to continue.

Step 7: The setup is now ready to install Xtend Call Center Solutions, click Install to continue

with the installation.

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Step 8: The installation process proceeds by copying all the related files and programs into

specified location. It will take few seconds for the process to get over, as the time taken will vary

from system to system. An illustration is shown below.

Step 9: You will be prompted about the installation of HASP device driver. Please wait to complete

the installation and click OK to continue.

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Step 10: A command prompt appears as shown below. Enter the utility password and press

Enter.

Step 11: The user will be prompted about the Database creation.

Enter 'y' to continue.

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Step 12: The user will be asked to select the database creation utility from the given list. Enter

the value and press Enter.

Step 13: The user will be prompted to enter the database name.

Enter the database name and press Enter .

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Step 14: The user will be prompted to enter the database path.

Enter the database path and press Enter.

Step 15: Wait for the database creation process to get completed.

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Step 16: The user will be prompted to enter the database password. Enter the password and

press Enter.

Step 17: When the database connection is success, a window appears as shown below.

Enter 'y' to continue with the database operations.

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Step 18: Wait for the execution to get completed.

Step 19: A prompt appears as shown below, click OK.

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Step 20: After the successful execution of code, click OK.

After the successful creation of database, press any key.

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Step 21: After completing the installation of Xtend Call Center software, the below window

appears, click Finish.

The login page for Xtend Call Center appears as shown below.

This concludes the installation of Xtend Call Center Solutions. For further details regarding the configuration and user interface, please refer the user manual.

For technical support, write to us at support@xtendtech.com

Regional Office for South East Asia:

Xtend Technologies Pte Ltd., 71, Ayer Rajah Crescent, #02-14, Ayer Rajah Industrial Estate, Singapore 139951,

Phone: +65-67797972, E-mail: sales@xtendtech.com.sg, Web: www.xtendtech.com.sg

Regional Office for Middle East:

Xtend Technologies LLCP.O. Box No. 83939, Suite #124, Hor Al Anz Plaza, Hor Al Anz, Dubai, UAE,

Phone: +971-4-2545081, E-mail: sales@xtendtech.ae, Web: www.xtendtech.ae

Xtend Technologies (P) Ltd.,Blue Hill, Kalathiparambil Cross Road, Ernakulam South, Kochi-682016, Kerala, India,

Phone: +91-484-2378008/3291008, +91-9388686080, E-mail: sales@xtendtech.com, Web: www.xtendtech.com

Regional Office for South Central Asia:

6. Contact Us