Ipocc Addressbook En

IP Office Contact Center Address Book Administration

Edition: 1.0 01/29/2014

COMPAS ID: 163719

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COMPAS

This document is also available in the COMPAS database. The

COMPAS ID for this document is 163719.

IP Office Contact Center Address Book Administration Contents 3

Contents About this manual 5

Questions about this manual ...................................................................................................... 5 Who is part of the target group? .................................................................................. 5 What information is provided here? ............................................................................ 5 What kind of information is not provided? .................................................................. 5

How is this manual organized? .................................................................................................. 6 Which edition of the manual are you reading? ............................................................ 6

Meet the module 8

Meet the module 8 What is Address Book Administration? .................................................................................... 8

Functions ..................................................................................................................... 8 Limitations................................................................................................................... 8

Starting the module .................................................................................................................... 9 Prerequisites ................................................................................................................ 9 Opening the module .................................................................................................... 9

Structure of the module............................................................................................................ 10 Areas .......................................................................................................................... 10 Icons and buttons ....................................................................................................... 11

Settings 12 Address books .......................................................................................................................... 12

Note: call numbers ..................................................................................................... 12 Possible address books .............................................................................................. 12 Settings: Common ..................................................................................................... 13 Settings: Attribute Mapping ...................................................................................... 14 Settings: LDAP connection ....................................................................................... 16 Settings: ODBC connection ...................................................................................... 18 Settings: JDBC connection ........................................................................................ 20 Settings: Import Schedule .......................................................................................... 23

Address book profiles .............................................................................................................. 24 Profile ........................................................................................................................ 24 Agent default profile.................................................................................................. 24

Address book server ................................................................................................................ 25 Settings ...................................................................................................................... 25 Example of merge keys ............................................................................................. 25

Import log ................................................................................................................................ 26 View option ............................................................................................................... 26 Refresh ...................................................................................................................... 26

Glossary 27

Index 29

IP Office Contact Center Address Book Administration About this manual 5

About this manual

Questions about this manual Before you start reading you might have questions regarding this document. We will answer some questions to start with.

Who is part of the target group? These instructions are intended for people wanting to work with the Address Book Administration module. It makes no difference whether you are using this document in printed or online form.

What information is provided here? This guide contains information for operating the Address Book Administration module.

What kind of information is not provided? This document does not provide information on the installation, configuration and administration of a IP Office Contact Center system with Unified Media. This document does not provide information on the installation and commissioning of the Address Book Administration module.

6 About this manual IP Office Contact Center Address Book Administration

How is this manual organized? This document provides a systematic introduction to the use of the Address Book Administration module. Once you have read a few pages you will notice that the chapters are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, followed by instructions. Illustrations or examples further clarify the topic.

Which edition of the manual are you reading? The following table lists information about this edition:

Information Explanation Compiled on January 29, 2014

Based on: Address Book Administration

IP Office Contact Center 9.0.2

IP Office Contact Center Address Book Administration Meet the module 7

8 Meet the module IP Office Contact Center Address Book Administration

Meet the module

What is Address Book Administration? An address book functionality is integrated in the IP Office Contact Center User Interface. The address books shown in the IP Office Contact Center UI module are provided by the address book server.

Which address books an agent is able to use in the IP Office Contact Center UI module is set in the configuration of the address book server. Use the Address Book Administration module to edit the configuration of the address book server.

Functions You can use the following functions with the Address Book Administration module:

Add, modify, and delete address books

Add, modify, and delete address book profiles

Edit settings of the address book server

View import log

Limitations You cannot use the following function in the Address Book Administration module:

Drag and Drop


Starting the module You have to log in before you can use the Address Book Administration module.

Prerequisites The following conditions must be met in order to use the Address Book Administration module:

You must be using Internet Explorer 6.0 or higher.

You must turn off your pop-up blocker.

You are configured as a user in the Configuration application with a user name and password.

You must have the privilege of UMR administrator.

Opening the module 1. In the user interface, click Administration on the taskbar.

2. In the task bar, click (Address book admin).

3. The Address Book Administrator module appears in the user interface.

10 Meet the module IP Office Contact Center Address Book Administration

Structure of the module In the Address Book Administration module, you use buttons to perform functions. You make settings in input fields, options, or drop-down list boxes.

Areas The Address Book Administration module is divided into three areas.

Area: Title bar

The title bar appears at the top over the entire area. The title bar shows the name of the Address Book Administration module and the version.

Area: Navigation

The middle part displays the following navigation elements:

Functions Explanation Address books

Lists the configured address books. You can add an address book, modify the settings of an address book, and delete an address book.

Address book profile Shows the configured address book profiles. You can add, modify, or delete address book profiles.

Address book server Shows the properties of the address book server. You can edit the properties.

Import log Shows import information. You can refresh this display.

Area: Settings

The bottom area of the display shows the settings selected in the navigation.


Icons and buttons In the address book administration module, you use buttons to perform functions. The function of a button is identified with a name or an icon.

Icons

You will find the following icons in the Address Book Administration module. The following table shows these icons and explains their functions:

Icon Explanation

Edit

Opens the settings of the selected entries for editing.

Delete

Deletes the selected entry or setting.

Buttons

You will find the following buttons in the Address Book Administration module. The following table shows these buttons and explains their functions:

Button Explanation Add Adds a new address book or address book profile.

Save Saves the current settings.

Back Returns to the previous view.

Refresh Refreshes the display.

12 Settings IP Office Contact Center Address Book Administration

Settings

Address books You can add, edit, or delete an address book. You can edit or modify the settings of an address book.

Note: call numbers Please ensure the call numbers you want to import into the address books are in canonic format.

Possible address books You can configure the following address books:

Private address book

You can configure address books that are imported by a user via the Corba interface of the address book server rather than being imported automatically from an external source by the address book server. With the E mail module, you can import the content of a CSV file into this type of address book.

A private address book has an instance for each user. Each user uses this instance to import his private address book.

Shared address book

You can configure address books that are imported by a user via the Corba interface of the address book server rather than being imported automatically from an external source by the address book server. With the E mail module, you can import the content of a CSV file into this type of address book.

A shared address book has one instance. If two users have write-access to this type of address book and they import addresses, they are modifying the address book.

External address book via LDAP, ODBC, or JDBC

You can use an import scheduler to import an address book from an external source. You can connect an address book using LDAP, ODBC or JDBC. You can customize the attributes.

IP Office Contact Center Address Book Administration Settings 13

Settings for address books

Different settings are required based on the type of address book. The following table shows the possible types and the required settings. Further information on the settings can be found in the corresponding user manuals.

Type Setting/Tab Private address book Common

Attribute Mapping

Shared address book Common

Attribute Mapping

External address book (LDAP)

Common

LDAP connection

Attribute Mapping

Import Schedule

External address book (ODBC)

Common

ODBC connection

Attribute Mapping

Import Schedule

External address book (JDBC)

Common

JDBC connection

Attribute Mapping

Import Schedule

Settings: Common Each address book has general settings.

You must enter the following settings on the Common tab:

Setting Explanation Address book name Specifies the name of the address book.

Results limit Specifies the maximum number of data records for queries to the address book server.

We recommend a default setting of 250.

Internationalized address book names

You can also configure internationalized address book names. This enables you to display the address book names in the IP Office Contact Center UI module in the logon language of the user.

If an internationalized address book name is not configured in the language, the name entered in the address book name field is displayed.

German Address book name if the agent logs on in German.

English Address book name if the agent logs on in English.


Setting Explanation Spanish Address book name if the agent logs on in Spanish.

French Address book name if the agent logs on in French.

Italian Address book name if the agent logs on in Italian.

Portuguese Address book name if the agent logs on in Portuguese.

Settings: Attribute Mapping You must configure the appropriate attributes for each address book.

Application

These attributes are used for the attributes to be imported from LDAP and for private and shared address books if they are imported in the WebClient via a CSV file. The attributes are specified in the CSV file.

A default attribute mapping is provided when you create new LDAP, private, and shared address books.

Which attributes of the address book server are used for send requests?

The following attributes are used in the WebClient for send requests:

Attribute Send in WebClient EmailAddress A message (email) is sent to the corresponding

recipient (email address).

Fax A message (fax) is sent to the corresponding fax number.

MobilePhone A message (SMS text message) is sent to the corresponding number.

Table

A table shows the assigned attributes. The first column shows the attributes in the address book server. The second column shows the attributes of the database to be connected. You can change the assignments, delete attributes, or add new attributes in the table.

Attributes

You can add, change, or delete the following attributes on the Attribute Mapping tab.

Attribute Explanation LastName Shows the last name.

FirstName Shows the first name.

Gender Specifies the title (Mr. or Ms.).

State Shows the state.

Province Shows the province.

PostalCode Shows the ZIP code.

City Shows the city.

Company Shows the company.

Street Shows the street address.


Attribute Explanation

Department Shows the department.

Title Shows the job title.

HomePage Shows the Internet address.

PhoneNumber Shows the business telephone number.

MobilePhone Shows the mobile telephone number.

PrivatePhone Shows the home telephone number.

Fax Shows the fax number.

EmailAddress Shows the email address.

Country Shows the country.

Connecting

If you have successfully established an ODBC connection or a JDBC connection using the Connect button, the corresponding columns of the table will appear in a selection list box in the Attribute Mapping.

This function is not supported for an LDAP connection.

Button Explanation

If the connection was successful, the available columns are shown in a selection list.

You can select a column from the list and apply it to the database field.


Settings: LDAP connection When you are connecting an address book using LDAP, you must enter the following settings:

Setting Explanation

Server Shows the host name of the LDAP server.

Port Shows the port of the LDAP server. Port 389 is the default.

User Shows the name of the LDAP user. The LDAP user must have read access.

Password Specifies the password of the LDAP User.

Base DN Specifies the base DN where the search or import operation will begin. DN stands for distinguished name.

Example:

DC=xxx,DC=yyy,DC=zzz

Condition Specifies a condition (LDAP search filter). This specification is optional.

Example:

objectClass=user

Button

You can check the connection to the LDAP server.

Note that additional attribute connection functions such as those for ODBC and JDBC connections are not supported.

Button Explanation Connect You can check your settings by establishing a

connection to the LDAP server. To do so, click Connect.

If the connection is successful, the following message will appear: Successfully connected to LDAP-Server!.

If the connection is not successful, the following message will appear: Connection to LDAP server could not be established. Check your settings and the network connection.


Example LDAP filter Variant to import all users of the LDAP (including system accounts without phone number are imported) (objectCategory=CN=Person,CN=schema,CN=configuration,DC=corp,DC=lan)

Variant to import all users that have an entry in phone number in the ADS. (& (objectCategory=CN=Person,CN=schema,CN=configuration,DC=corp,DC=lan)(telephoneNumber=*))

Variant to import all users that have an entry in the phone number or mobile number in the ADS. (& (objectCategory=CN=Person,CN=schema,CN=configuration,DC=corp,DC=lan) (| (telephoneNumber=*)(mobile=*)) )

(& (objectCategory=person) (objectClass=user) (telephoneNumber=*))

Please note that the entry under Base DN allows to access the appropriate entries.


Settings: ODBC connection You can connect an external address book using ODBC. Please note the requirements.

Restrictions password

You can only use databases where the password is stored in the ODBC DSN For the following database systems the password is stored in the ODBC DSN.

Microsoft SQL Server

Microsoft Access

Restrictions for Microsoft Excel, Microsoft Access, Microsoft SQL Server

Column names (identifiers) can not contain spaces or special characters, because quoting [,] is not supported by the addressbook server. Column names with spaces or special characters can be assigned in the mapping, but the import fails.

Prerequisites

To connect an address book via ODBC, the address book to be imported must be available as a database table or a view. In this case, all of the attributes being imported are in the data records of the table or the view (e.g., Email, FirstName, LastName).

Settings

When you are connecting an address book via ODBC, you must enter the following settings: Setting Explanation

Data Source name Specifies the name of the data source. To find the data source name, select Start Control Panel Administrative Tools Data Sources (ODBC).

DB table Shows the name of the database table or view.

Note

The ODBC data source (Data Source Name) must be created on the following computers.

Address book server

Address book admin (Tomcat)

Buttons

You can check the connection to the ODBC server.


connection to the ODBC server. To do so, click Connect.

If the connection is successful, the following message will appear: Connection established successfully.

If the connection is not successful, the following message will appear: Connection to ODBC server could not be established. Check your settings and the network connection.. Check your settings and the network connection.

If the connection was successful, the available tables


Button Explanation are shown in a selection list.

In addition, the relevant columns of the table appear in a selection list in the Attribute Mapping.

You can select a table from the list and apply it to the database table.

Error message in TTrace: Disk or Network Error

Error: During an import with a 64-bit operating system the following error message appears in TTrace.

java.sql.SQLException: [Microsoft][ODBC Microsoft Access Driver] Disk or network error

Cause: Temporary files JET *. tmp will be created in the Temp folder.

Solution: Create a Temp folder in the directory. The directory structure have to be.

C:\Windows\SysWOW64\config\SystemProfile\AppData\Local\Temp


Settings: JDBC connection You can connect an external address book via JDBC. Please note the requirements.

Prerequisites

To connect an address book using JDBC, the address book to be imported must be available as a database table or a view. In this case, all of the attributes being imported are in the data records of the table or the view (e.g., Email, FirstName, LastName).

Restrictions for Microsoft Excel, Microsoft Access, Microsoft SQL Server

Column names (identifiers) can not contain spaces or special characters, because quoting [,] is not supported by the addressbook server. Column names with spaces or special characters can be assigned in the mapping, but the import fails.

Settings

When you are connecting an address book via JDBC, you must enter the following settings:

Setting Explanation

JDBC driver Specifies the JDBC driver.

Sybase

The address book server installation provides a JDBC driver for the Sybase ASE (jconn4.jar). For this reason, it is sufficient to specify the Sybase ASE driver for a JDBC import via Sybase ASE.

com.sybase.jdbc4.jdbc.SybDriver

DB URL Specifies the database URL (AccountURL).

A default setting is shown for the Sybase ASE driver. You must change the HOST, DATABASE and port (5000) settings accordingly.

For other database the structure of the URL can be found in the documentation of the JDBC driver.

Example for Oracle Thin Driver

jdbc:oracle:thin:@[:]

DB user Shows the users name. The user must have read access.

DB password Indicates the user's password.

DB table Shows the database table name.


Settings JDBC connectivity with other databases For a JDBC import from other database products, you must specify the appropriate JDBC driver (see documentation of the JDBC driver).

The following example is for an Oracle Thin Driver

oracle.jdbc.driver.OracleDriver

The JAR file with the drivers in the system must be known. Use the following steps.

1. Copy the appropriate JAR file (example: odbc6.jar for OracleThin Driver) in the installation folder of the address book server (c:\Program Files\Avaya\IP Office Contact Center\Address Book Server Database).

2. Change the file wrapper.conf in this folder. You must enter the JAR file of the JDBC driver. Complete wrapper.java.classpath. The numbering in the list must be continuous. Example: wrapper.java.classpath.21=./odbc6.jar

3. For the address book-admin, you must copy the JAR file in the corresponding installation folder. Example: c:\Programme\Avaya\IP Office Contact Center\Tomcat\webapps\dbadmin\WEB-INF\lib This folder must not be on the same machine as the server address book. The Address Book administrator can also work on another computer.


Buttons

You can check the connection to the JDBC server.


connection to the JDBC server. To do so, click Connect.

If the connection is successful, the following message will appear: Successfully connected to JDBC -Server!.

If the connection is not successful, the following message will appear: Connection to JDBC server could not be established. Check your settings and the network connection.

If the connection was successful, the available tables are shown in a selection list.

In addition, the relevant columns of the table appear in a selection list in the Attribute Mapping.

You can select a table from the list and apply it to the database table.


Settings: Import Schedule You can create an import scheduler for each address book. The relevant data records will be imported at the specified times.

Setting Explanation

Enabled Activates the import scheduler.

First import time Specifies the first time the data records of the address book are to be imported. You can specify a date and a

time of day. A calendar appears when you click .

Once If you select this option, the data records are imported only once.

Repeat import every x days

If you select this option, the data records are imported every x number of days.

Repeat import every x weeks

If you select this option, the data records are imported every x number of weeks.

Import now If you select this option, the data records are imported every x number of weeks.

Selecting a date

To select a date for the first import, follow these steps.

1. In the address book, click the Import Schedule tab.

2. Select Activated.

3. Click . A calendar appears. The current day is highlighted in green. You can change the month with the arrow keys.

4. Click the required day.

5. You can also specify a time of day.

6. Click Save to save your settings.


Address book profiles With address book profiles, you specify which agents can read which address books and which agents can import which address books.

Address book profiles are assigned to agents during agent configuration in the Configuration module.

Profile The configured address book profiles are listed. You can add, modify, or delete address book profiles.

Settings for an address book profile

You enter the following properties for an address book profile.

Setting Explanation

Profile name Shows the profile name.

Address book Specifies the name of the address book. You modify these settings under Address books.

Read access Specifies that the address book can only be read by the agent.

Write access Specifies that an agent has write access to a private or shared address book. Read rights are not necessary for LDAP, ODBC, or JDBC address books because the content is automatically imported on a schedule.

Agent default profile You can select one of the configured address book profiles as a default profile. This default profile is used when a new agent is configured in the Configuration module.


Address book server You will find the general settings of the address book server under Address book server.

Note

If you have changed the settings, you must save them.

Settings You enter the following general settings for the address book server.

Setting Explanation

Merge keys Specifies merge keys. Merge keys are separated by semicolons. All attributes of the address book server can be entered as merge keys.

Cache location Specifies the folder in which the address book server temporarily stores data.

The address book server temporarily saves frequent queries in a buffer (cache) to enable faster access.

Default:

C:/temp/adb_srv_favorites)

Maximum cache entries Specifies the maximum number of entries in the cache.

The default setting is 1000.

Size Import Event-log Specifies the maximum number of entries in the import event log. The import events are logged in the import event log. When the maximum number is exceeded, the oldest entries are overwritten.

The default setting is 100.

Example of merge keys A person with the same last name (e.g. Smith), first name (John) and email address exists in two different address books.

If a user performs a search using both address books, the search result will show two entries for John Smith.

If the user only wants one John Smith as a result, you must enter the appropriate merge keys. If several results from several address books match in all merge keys, then only one result (one person) is displayed.

Example

If you enter FirstName;LastName under merge keys, then only one John Smith entry is displayed in this example.


Import log A table shows information about the address book imports that have occurred.

View option The table shows the following entries. The most recent entries appear first in the table. The end of the table shows earlier imports.

Setting Explanation

Address book Shows the name of the address book.

Start time Shows the start time of the import. The date and time of day are displayed.

End time Shows when the import was completed. The date and time of day are displayed.

State Shows the state of the import. The following states are possible.

Success means that the import was successful.

Failed means that the import failed.

Queued means that the import will take place soon.

Initializing means that the import is being initialized.

Result Shows the number of successfully imported data records.

Refresh To refresh the display of address book imports, proceed as follows:

1. Click Import log. The list is displayed.

2. Click Refresh. The list is refreshed.

IP Office Contact Center Address Book Administration Glossary 27

Glossary

CSV CSV stands for Character Separated Values. Data columns are separated by commas; all data lines end with a carriage return. If a cell contains a comma, the cell contents are enclosed in quotation marks.

HTTPS HTTPS stands for Hypertext Transfer Protocol Secure and is a network protocol that enables a secure HTTP connection between computers. The data are encoded via SSL to make them tap-proof.

JDBC JDBC stands for Java DataBase Connectivity. JDBC is comparable to ODBC in its function as a universal database interface.

LDAP LDAP stands for Lightweight Directory Access Protocol. LDAP is a network protocol that is used for so-called directories. It ensures communication between the LDAP client and the directory (directory server) from which user-related data are read.

ODBC ODBC stands for Open DataBase Connectivity. ODBC is a standardized database interface that uses the SQL database language.

SQL SQL stands for Structured Query Language.

SSL SSL stands for Secure Socket Layer and is a technology that allows a Web server and client to exchange data via a secure connection.

IP Office Contact Center Address Book Administration Index 29

Index

A Add 11 Address book profile 10, 24 Address book server 10, 25 Address books 10 Attribute Mapping 14

B Back 11 Base DN 16

C City 14 Company 14 Condition 16 Connect 15 Country 15 CSV 14

D Data Source name 18 Date 23 DB password 20 DB table 20 DB URL 20 DB user 20 Delete 11 Department 15

E Edit 11 Edition of manual 6 EmailAddress 15 End time 26 Event log 25

F First name 14 FirstName 14 Functions 8

G Gender 14

H HomePage 15

I Icon 11 Import 23, 26 Import log 10

J JDBC 12, 13, 15 JDBC driver 20 Job title 15

L Last name 14 LastName 14 LDAP 12, 13, 14, 16 Limitations 8

M Merge keys 25 MobilePhone 15

O ODBC 12, 13, 15, 18

P Password 16 Persistent cache location 25 PhoneNumber 15 Port 16 PostalCode 14 Private address book 12 PrivatePhone 15 Profile name 24 Profiles 10 Province 14

R Read access 24 Refresh 11, 26 Result 26

S Save 11 Server 16 Shared address book 12 Start time 26

30 Index IP Office Contact Center Address Book Administration

State 14, 26 Street 14

T Telephone number 15 Title 15

U User 16

W Write access 24

Z ZIP code 14

About this manualQuestions about this manualWho is part of the target group?What information is provided here?What kind of information is not provided?

How is this manual organized?Which edition of the manual are you reading?

Meet the moduleWhat is Address Book Administration?FunctionsLimitations

Starting the modulePrerequisitesOpening the module

Structure of the moduleAreasIcons and buttons

SettingsAddress booksNote: call numbersPossible address booksSettings: CommonSettings: Attribute MappingSettings: LDAP connectionSettings: ODBC connectionSettings: JDBC connectionSettings: Import Schedule

Address book profilesProfileAgent default profile

Address book serverSettingsExample of merge keys

Import logView optionRefresh

GlossaryCSVHTTPSJDBCLDAPODBCSQLSSL

Index

Documents

Ipocc Addressbook En