GSD Training

Avaya Proactive Contact / Predictive

Dialing System (APC/PDS) Core
Course Number AST-183-I

Version 1.0

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For further information about Avaya Global Service Delivery, please contact

http://support.avaya.com

GSDTraining@avaya.com

Copyright © 2006 All rights reserved.

The information in this document is subject to change without notice and should
not be construed as a commitment by Avaya Corporation. Every effort has been
made to ensure the accuracy of this document; however, Avaya Corporation
assumes no responsibility for any error that may appear.

All trademarks mentioned herein are the property of their respective owners.

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Contents
Chapter 1 – Product Introduction
Chapter 2 – Installing PDS GUI Applications
Chapter 3 – Calling Lists
Chapter 4 – Phone Strategy
Chapter 5 – Record Selection
Chapter 6 – Job configuration
Chapter 7 – Running Jobs
Chapter 8 – Reporting Tools
Chapter 9 – Administrative Tasks
Chapter 10 – Administration Manager
Chapter 11 – Hardware
Chapter 12 – PDS Support Remote Connection
Chapter 13 – UNIX Interface
Chapter 14 – APC/PDS application
Chapter 15 – PDS Logs and General Files
Chapter 16 – CUI Job Configuration and Monitoring
Chapter 17 – Calling list from command line
Chapter 18 – PDS Features
Chapter 19 – PDS Processes (binaries)
Chapter 20 – Mid-Tier/PDS Data Services, List Sharing
& Shared Campaigns
Chapter 21 – PDS Digital Switch Hardware
Chapter 22 – PDS Switch Interface
Chapter 23 – PDS Telephony Configuration
Chapter 24 – PDS Switch utilities: driver and swit
Chapter 25 – Predictive Agent Blend (PAB)
Chapter 26 – Agent Interfaces

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Before You Begin

Course Design
This Courseware is designed to be used in a self study or small group
environment with remote access to lab systems. A course instructor will be
assigned for the student and certain sections will be facilitated with the
student and instructor over the phone.

Additional Resources Available

Avaya Support Web

Avaya provides excellent information about support services on our World

Wide Web site:

http://support.avaya.com

Documentation

Documentation relevant to this course includes (downloadable .pdf format,

instructions for access to the documents is part of the course)
• Avaya PDS User's Guide Volume 1 Doc ID 90486-02
• Avaya PDS User's Guide Volume 2 Doc ID 90486-02
• Avaya Administration Manager User Guide Doc ID 90485-01

Avaya University

Avaya University provides excellent training courses on a variety of topics.

For the latest course descriptions and schedules contact Avaya University
at:

http://www.avaya.learning.com/

GSD Training

GSD Training can be reached at:

GSDTraining@avaya.com

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Course Introduction (20070723)

Course Description
The goal of this course is to train new support staff on the “Dialer” products: Avaya
Proactive Contact (APC) Version 3.0 and Avaya Predictive Dialing System (PDS)
Versions 9.1, 11.x, and 12.0. The course will provide skills to address/resolve 50%
of the reported APC/PDS customer issues (the most common issues). The course
will focus on version 12.0, as the largest installed base is currently on that version.
Version 9.1 is no longer supported and 11.x is currently in extended support
(scheduled to end 03/31/2008, though this may be extended further to
12/31/2008). Notable differences between versions will be discussed.

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Course Objectives
After completing this course you will be able to:
• Identify the basic purpose and components of the APC/PDS system
• Install and demonstrate the use of the customer control interfaces for
APC/PDS (Campaign Director, Supervisor, Mid-Tier Configurator, Health Monitor,
CUI menus).
• Analyze and determine breakdowns in calling list life cycle
• Configure calling strategies
• Configure and break down complex record seletions
• Classify the most basic job settings
• Manage settings on an active job
• Design and run reports on calls, jobs, and agents using Campaign Analyst,
CUI reports and PC Analysis.
• Perform and explain all Customer Administration tasks such as backing up
the system, verifying list downloads, and managing agent accounts
• Illustrate customer configuration available using Administration Manager
and other tools
• Identify and describe APC/PDS Avaya manfactured hardware and
differentiate with APC/PDS third party integrated hardware and recognize likely
hardware failure points
• Use HPUX proficiently for the needs of the product, including using vi to
create and edit config files and scripts, etc
• Employ Dialing application binaries, scripts and config files and verify
system functionality
• Configure core feature set and recognize what config is done by GSD, what
can be done by the System Operator, and what is done by Avaya C&SI (installs
and upgrades not related to ongoing maintenance)
• Follow and verify correct data flow from dialing application to Mid-Tier and
database and customer interfaces
• Verify Networking and LAN configuration of APC/PDS
• Verify and change PDS Switch configuration and diagnose switch hardware
and software failures and external telephony errors/alarms
• Analyze Telephony call flow as it relates to APC/PDS
• Troubleshoot customer application issues as they relate to Unix subsystem.
• Interpret configuration of Internet monitor
• Determine agent interfaces in use on live system and determine causes of
agent connection and other problems
• Discuss Predictive Agent Blending system call flow and contrast with
Overflow/Intellegent Call Blending system call flow

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Target Audience
This course is designed for new hires to the GSD Backbone support team for the
APC/PDS products. Sections and chapters can also be used by current staff for
reference.

Prerequisites
The student will be required to take the following Avaya University Online Course
as part of the core training course:
AVA00693WEN - Proactive Contact Solutions Overview
The student should be signed up for the above course prior to starting this course

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Course Agenda
Day 1 – Introduction to Product and Avaya U overview course
Day 2 – PDS Terminology and general discussion of product, Installing Campaign
Director, System Supervisor training – Calling lists
Day 3 – System Supervisor training (cont)– Call Strategy and Call Selection
Day 4 – System Supervisor training (cont) – Configuring and Running jobs
Day 5 – Reporting tools and Administrative Tasks
Day 6 – Hardware, Unix interface
Day 7 – Dialing Application
Day 8 – Logs and configuration files
Day 9 – CUI job configuration and monitoring
Day 10 – Calling list (command line), Features
Day 11 – Features (cont), Processes, and additional core configuration
Day 12 – Multi dialer, list/job sharing, Mid-Tier and Database
Day 12 – Telephony components and switch interface
Day 13 – Telephony configuration and troubleshooting
Day 14 - Agent Interfaces, PAB
Day 15 – Overflow, questions, advanced features

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Chapter 1 –
Product Introduction (20071008)

Chapter Goal
The goal of this chapter is to familiarize the student with the Avaya Proactive
Contact 3.0 (APC 3.0) and Avaya Predictive Dialing System 12.0 (PDS 12).

Chapter Learning Objectives

After completing this section you will be able to:
• Identify the major releases of the Avaya Dialer
• Take Avaya University Dialer overview courses
• Use searches on www.avaya.com to find product documentation
• Find and download electronic copies of product manuals

Product Introduction
What is the Avaya Dialer?

At the most basic level, it is a device that places outbound calls and when a person
answers, passes that call to an agent. It filters out Busy signals, Fax/modem
tones, Answering Machines, Non answered calls, and disconnected numbers so
that agents can spend time talking to actual people.

There is much more to the product, and many features that can be added to the
system, custom configuration, and a nearly infinite variety of system variation.

Your Course Facilitator will present a Power Point presentation

“PDS_PC_Overview” which will give a technical overview of the “Dialer” and
provide you with a forum for general questions. It can be presented anytime
during your first few days with this course as it is just another basic view of the
product. The presentation will also be provided to you in electronic format for
later reference.
Some of the information presented in this overview is repeated in this chapter, the
User’s Guides, and Avaya University courses.

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1) System Naming conventions

The system is most commonly known as the Avaya Predictive Dialing System
or just PDS. Versions of PDS include 9.1, 11.0, 11.1, 11.2, and 12.0. The
newest version was re-branded in both name and number: it is named Avaya
Proactive Contact (APC) and is version 3.0. Customers and staff that have
been using the product for many years may also use the former product name
"Mosaix."

2) Product History
The Mosaix Dialer was developed in Redmond, Washington, and much of the
development, support, and knowledge base for the product is still there today.
In 1999, Lucent Technologies acquired Mosaix and added it to their portfolio of
Business Communication Systems. In Oct 2000, a parts of Lucent’s business
was spun off to form Avaya Inc. The Dialer was part of this spin off.

3) Product Release History

Avaya PDS 9.0.5, September 1997
Features included in this release were Agent Own Recall, Campaign Analyst, a
Do Not Call update, Falcon interface, manual dial enhancements and multi-
country dialing.
Avaya PDS 9.1, June 1998
This release incorporated Year 2000 upgrades along with the 10.20 Hewlett
Packard Operating System.
Avaya PDS 11.0, August 1999
This release introduced enhanced algorithms, security standards, autowrap,
automated number identification output, record specific messaging, area code
updating, Producer 2.0 and Agent API 2.0.
Avaya PDS 11.1, August 2000
Enhancements to this release include quality monitoring and recording,
campaign metrics, interactive voice response, enterprise reporting, list
management and Avaya PDS Software Development Kit (SDK).
Avaya PDS 11.2
International support and languages
Avaya PDS 12.0, March 2002
Enhancements to this release include shared calling lists, multi-dialer agent
login management, auto wrap on a per job basis, common UI for supervisor
applications, and combining Campaign Monitor and Campaign Manager,
Oracle database.
Avaya Proactive Contact 3.0 (PC3.0), October 2005
New features include Health Monitor, Cruise Control, new Windows GUI
interface, CTI Dialer (uses CTI and Avaya Switch (G3, S8700) for Telephony
connections, eliminating additional “PDS” hardware).
Avaya Proactive Contact 4.0 (PC4.0), scheduled for Beta August 2007,
Planned GA December 2007 for North America, February 2008 Internationally.

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Notes: There was no official release of version 10. The product was
renumbered and renamed after v12.0 to v3.0 to match version numbers of
many other Avaya products such as Communication Manager (CM) 3.0.

4) Supported versions (as of July 2007)

a) APC 3.0 (currently Service Pack 1 or 3.0.1)
b) PDS 12.0 (currently Service Pack 5)
c) PDS 11.2 Service Pack 2 (Tier 4 support of this version ended 3/31/2006,
extended support by GSD available until 03/31/2008)
d) Prior versions 11.0, 11.1, and 9.1 are occasionally supported, though also
with no Tier 4 support)

This course will focus on version 12.0. The main dialing application portion of the
product is not hugely different between versions. The main difference is in the
System Operator’s interface and additional features with each release. Because
the majority of the current supported systems are 12.0, the focus will be on that
version, with some discussion of APC 3.0 and some mention of prior versions
when appropriate.

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APC/PDS Terminology
Appendix 1 of this course document has terminology that is often used in working
on this product. The brief descriptions there may be useful as you go through the
course. Many of the terms in the document are industry wide (such as ACD or
Wait Queue) and many are specific to this product family (Agent Owned Recall).
Most features and terms will be introduced in the progression of the course, but
occasionally you may need or want to refer to the appendix.

For this course and when talking with current Avaya PDS Staff, there are a few
terms that are common and are defined here:
-PDS or dialer refers to the product family. Whether it is an old version of the
“dialer” or the newest APC system, it is most common to just simply call it a PDS
or dialer. For this course, we will stick with PDS and unless otherwise specified,
this will describe all versions.
-PDS Support refers to you, an Avaya Backbone Engineer who supports the PDS
product.
-“Customer” is (unfortunately) interchangeable. Current PDS Support staff will
use this often to refer to Avaya’s customer, the person who is contacting PDS
Support for help resolving an issue. When talking to these “Customers” the PDS
Support staff and they will often speak of customers as the people who are being
called by the PDS. So, for example, Avaya’s customer is XYZCompany, and
when talking to the user at XYZCompany, the person at XYZCompany says “our
customers are complaining that the dialer is calling them multiple times”. This
course will avoid using the term “customer” due to this confusion, instead using
the next two terms.
-System Operator will refer to Avaya’s customer, the one who works for
XYZCompany. These are the users of the PDS/APC product who run the system
and manage the job for XYZCompany; they supervise the agents, the jobs, etc.
They would typically be the ones who contact PDS Support for assistance.
Ideally this person has been through the Avaya University training for using the
PDS, but this is not always the case, and you will work with System Operators
with a variety of knowledge levels. PDS Support may also be contacted by
others at XYZCompany, such as their IT or Telephony department. For the sake
of simplicity, they will all be referred to as a System Operators for this course.
-Called Party will refer to the people who are being called by the PDS.
XYZCompany will have a lists of accounts that the PDS uses to call these
people.
-Agents will refer to the employees at XYZCompany who will talk to the Called
Party.
-Others such as System Administrator and Administration Manager User will
be specific for some tasks, and are often a System Operator who has more
knowledge of the system. These terms are used just for simplicity in this course
to separate a type of user on the PDS. They will be introduced as they come up.

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Product Documentation
There is a lot of documentation available at Avaya’s website for the product family.
In this section you will search for information that is available to the public and
gain a familiarity with the solution from a sales and potential/current customer
perspective. Any System Operator can go online to find information on their
system and PDS Support should be leveraging the documentation available
online when applicable.

Connect to http://www.avaya.com
The majority of the supported dialers are currently version 12.0, and to find
information on that version, do a search (top right of the main page) on
"Predictive Dialing System"
To gain a little more familiarity with the product, follow the link for "Predictive
Dialing System - Prod Overview "
Read through the information on each of the tabs. The page contains quite a bit of
information about the product and many of the features and what their names
are. Familiarize yourself with what is contained here, you will learn about the
majority of the features as you go through this Core course.
Notice in the Technical tab there are links to Support resources: Documentation,
Training, User’s Guides, etc. You will go there later in this chapter to download
some of the manuals for the product.
From the Resources tab, Download and read the brochure "Avaya Predictive
Dialing System" PDF. This is a nice sales brochure that is available for a
business looking for general information about the product.

Now search on "Proactive Contact" which is how to find information about the
newer Proactive Contact 3.0 system.
Follow the links to “Proactive Contact - Prod Overview“ and then “Efficient
Proactive Contact Management - Solution Overview”. There you will find similar
information about what is new with this release (APC 3.0). Also look at the
Brochure "Proactive Contact Management Solutions" PDF. This is a much
smaller brochure which focuses on the new features of APC 3.0 that were not
available in version 12.0

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Quiz #1_1
1. Which feature(s) are available for APC 3.0 but not for PDS 12.0
a) Health Monitor
b) Internet Monitor
c) Campaign Analyst
d) Cruise Control

2. Which is true of the Blending Capabilities of the PDS 12.0?

a) Intelligent call, Predictive Agent, and Proactive Agent Blending can all be
used with or without an ACD/PBX
b) Only Intelligent Call Blending can be used with or without an ACD/PBX
c) Only Predictive Agent Blending can be used with or without an ACD/PBX
d) Only Proactive Agent Blending can be used with or without an ACD/PBX
e) Only Predictive and Proactive Agent Blending can be used with or without
and ACD/PBX

3. Agent API is
a) an application that connects agents to customers
b) a software suite that allows customer’s to program their own custom agent
application
c) is the Answered Phone Identifier that determines which calls (answering
machines, live answers, disconnected number messages) will be connected
with live agents
d) is the agent interaction portion for an Auto-Play job, where the agent only
receives live connects and a message is played to answering machines

Please log onto www.avaya.com/learning and complete the following online

course:
Proactive Contact Solutions – Overview – AVA00693WEN – approx 4 hrs

This Avaya U course focuses on APC 3.0. This Core course focuses on PDS
version 12.0, but the differences are minimal. When finished, continue on to the
next section of this chapter.

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User Guide Library

There are many product manuals available to the public on the Avaya website. A
certain amount of your time as a support engineer will be spent training or
clarifying documentation with customers, not fixing issues with the system. It is
valuable to be familiar with the product manuals, and refer to pages from them
when working with System Operators. Many may not have copies of the
manuals printed out (they are available on the CD that the Avaya Campaign
Director software that the System Operator uses to control the PDS is installed
from, and may be installed on that Windows PC). You need to know how to
direct the System Operator in how to download the manuals themselves for
reference if they cannot find them on their workstation.

Go to www.avaya.com and search for Proactive Contact, follow the link "Avaya -
Proactive Contact (formerly Predictive Dialing Systems) Overview"

You will see that this page shows documentation for Release 3.0. There is much
documentation here, including all publicly available manuals. Go to the “Users
Guides” section and download the three Users Guides (manuals) available:

Administering Avaya Proactive Contact (UNIX-based Interface) Doc ID 07-

300488
Using Avaya Proactive Contact Analyst 07-300496
Using Avaya Proactive Contact Supervisor 07-300489

Now select release 12 and download the following guides:

Avaya Administration Manager User Guide 90485-01
Avaya PDS User's Guide Volume 1 90486-02
Avaya PDS User's Guide Volume 2 90486-02

All System Operators should have the user guides available to them when working
with the PDS (depending on their job functions). If you are working with a
System Operator who needs information available in these guides and they do
not have them, point the System Operator to the website to download them.

The main manuals that will be used in this course and a brief description of each
are as follows-
Avaya PDS User's Guide Volume 1 is the manual for the Graphical based (GUI)
System Operator interface with the PDS: Campaign Director 4.0. This will be
used for chapters 2-8.
Avaya PDS User's Guide Volume 2 is the manual for the Character based (CUI)
System Operator interface, also known as “system telnet”. This will be used
primarily in chapters 8-9.
Administration Manager User Guide is a guide for a specific application that
allows customer’s to modify configuration of the PDS. This will be used for
chapter 10. This application is only available for versions 9.1, 11.x, and 12.0
(though some of the functionality is available elsewhere for APC 3.0).

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The manuals for Proactive Contact (APC) will not be used as extensively for this
course as they are very similar and the majority of systems in the field currently
are PDS 12.0. The changes are minimal between versions and once the student
has the familiarity with the use of 12.0, 3.0 will be fairly easy to adjust to. Also,
the Avaya U course was for 3.0, so the student will have a certain amount of
exposure to 3.0.
There will be a follow up course to discuss in more detail the differences between
the versions of the Applications used by the System Operator (APC–Supporting
Proactive Contact Supervisor 3.0, GSD Training Course AST-366-O)

Many people find it helpful to have hard copies of the above manuals, and you may
want to print them out to add notes as you use them.

Read Chapter 1 of the Avaya PDS User’s Guide Volume 1. This will give
another brief system introduction to the hardware and software components and
help to answer the questions on the quiz that follows.

Quiz #1_2
1. The digital switch subrack includes:
a) The system controller and the ENBC I/O Transition Module
b) Cards such as the ENBC and EDTG.
c) Ethernet connectivity and communication to the ENBC I/O Transition
Module.
d) all of the above
e) b and c only

2. The Supervisor Workstation

a) contains software which stores system, job, and agent statistics.
b) are included in systems installed in the US and UK.
c) are used to set up and manage jobs and monitor calling activity.
d) are used to update customer records while agents are talking to customers
e) a and c

3. Match the following functions of each area of Campaign Director

a) Editor __ Monitor Agents
b) Monitor __ Filter data depending on your call center goals
c) Analyst __ View detailed agent information
__ Display a record selection report
__ Create a job

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Business uses for the PDS

The most common use of the Dialer is for collections and telemarketing of one kind
or another. Many of the systems in the field are owned by banking institutions,
and they are using the system to efficiently contact their customers who are past
due on their credit card, mortgage, or car payments.
Other common uses for the system are, but in no way limited to:
• Customer Service
• Service follow-ups
• Customer satisfaction surveys
• Welcome calls
• Requested callbacks
• Appointment scheduling
• Emergency notification
• Proactive notification
• Telesales
• Early stage collection calling
• Predictive IVR callbacks (natural language)
• Fund-raising
• Market research
• Polling
• Proactive notification

Also, it is not uncommon for the use of a PDS to be contracted out. One company
owns and manages the system, and smaller companies will come to them with a
certain campaign requirement, having them do the contacts on the accounts.
This allows smaller companies to utilize the efficiency of a Predictive Dialing
System while not having to invest the money in a full system themselves
(especially for shorter term campaigns).

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Windows applications for PDS/APC

Most of the control the System Operator has over the dialer is through the
Windows based software interfaces. Because the version numbers of both the
PDS and the applications have changed, it is useful to clarify which versions of
the Windows applications go with which version of PDS/APC.

PDS Version 11x PDS Version 12.0 APC version 3.0

Campaign Director 3.5 Campaign Director 4.0 Campaign Supervisor 3.0

Modules- Modules- Modules-
Editor Editor 4.0 Editor 3.0
Monitor Monitor 4.0 Monitor 3.0
Analyst 4.0 Analyst 3.0
Analyst 2.1.1, 2.2

Producer 2.1 Admin Manager 3.0 (limited AM functionality

built into Editor and CUI
menus)

There is a product compatibility matrix from R&D that has more details, including
which versions of Windows OS is tested with each component/application:
http://rnd.redmond.avaya.com/Projects/ProductCompatibilityMatrix.xls

Chapter Conclusion
Through this chapter, including the Avaya University course, you should have a
basic working knowledge of what the product is capable of and the common uses
of the system. If you have any questions or need clarifications on anything,
please contact your course facilitator. Over the next few chapters, you will learn
what the System Operators or “System Supervisor” does on a daily basis and
you will gain a working knowledge of how to run the PDS.

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Chapter 2
Installing PDS GUI
Applications (20070723)

Chapter Goal
The goal of this chapter is to install and configure Campaign Director 4.0 (CD 4.0)
and understand common problems with the installation. You will also get some
brief information about the differences between CD 4.0 and Campaign
Supervisor 3.0 for APC 3.0 (remember that even though the number changed
from 4.0 to 3.0, Supervisor 3.0 is the newer version of the GUI applications for
the newer PDS version)

Chapter Learning Objectives

After completing this section you will be able to:
• Install and configure Campaign Director 4.0 (For PDS 12.0)
• Identify common causes of problems with install of the software suite
• Gain a general familiarity with the applications

Introduction
Campaign Director 4.0 is the Graphical User Interface (GUI) application suite that
allows the System Operator to manage their PDS version 12.0. It consists of
three modules: Campaign Editor, Campaign Monitor, and Campaign Analyst.
There is one other application included, Middle Tier Windows Components 1.0,
which sets up the communication path between the applications and the PDS.
A very similar suite of applications is available for version 3.0. This application
suite has been re-branded as Campaign Supervisor 3.0. Supervisor includes
Editor, Monitor and Analyst, as well as the new application Health Manager
(which has the functionality of the Middle Tier Windows Components built in).
For this course, the focus is mainly on Campaign Director 4.0, as most of the
functionality is the same, and the new features introduced in Supervisor will be
discussed in a separate course.
It is very common to hear the workstation which Campaign Director is loaded onto
as the CDW, or Campaign Director Workstation. This is typically used by current
PDS Support engineers and System Operators who have been using the dialer
products for a long time.

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Exercise2_1
Install Avaya PDS Middle Tier Windows Components 1.0 and Campaign
Director 4.0 (CD 4.0)
You will be provided a copy of Campaign Director 4.0 Service Pack 5, either a CD
copy or the installation directories available on a shared drive. You will need to
install the software suite on your Avaya computer. You will be using this
interface for learning what the System Operator sees and experiences.

• This software suite includes two main parts, the PDS Middle Tier Windows
Components and Avaya Campaign Director 4.0.

The Readme1st.txt file at the root of the CD/Install Directory explains the paths of
the valid install directories. As you can see, there are a few directories with
installation files which will fail.

Installing PDS Middle Tier Windows Components 1.0

The Middle Tier Windows Components must be installed first. There is a
SP5Readme.htm in the MT1_SP5 directory. This explains the install procedure
and has a lot of other information. This should be referred to for answers to
many questions from System Operators.
As this will be a fresh install on your workstation, following section 5 of that readme
document, you will install using the “Cumulative” option. Follow the instructions
and use the SPSETUP.exe in the MT1_SP5\Cumulative folder. Let it install (it
will take some time depending on the speed of your PC) and accept all defaults.
Once it is installed, it will pop up the program “Prepare PDS Middle Tier For CD
4.0 Use”
Here you will enter the name of the PDS cpu and the IP address. Use redts35,
143.243.100.135. This is a test system in Redmond, WA that you will be using
for the majority of this course. Add this system name and ip to the Primary PDS
Details. Save this, then the Validate Settings buttons will become active.
Validate the Database first. Read through the information as you validate this
setting, and in the pop ups when you hold your mouse over the buttons. Next
run the the Registered Services and then the Multidialer Settings (you will need
to provide a user name and password, use “system” without the quotes for both
the username and password). Notice that the Multidialer settings results shows a
few features, such as Call Blending set to NO. These are features and you will
learn about them later in this course. You can exit this program now.
As noted in a popup, you can use this program again at any time to change which
dialer you are connecting the CD applications to. The path is C:\Program
Files\Avaya\PDSMiddleTier\PDSMiddleTierConfigurator.exe.

This Mid Tier program is the first thing that all System Operators must install and
configure when the Campaign Director software is installed. Also, as noted in the
readme file, anytime the software is upgraded (as in the case of a service pack),
the cpu name and IP address will need to be re-entered. Thus, System

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Operators should make sure they have that information available before
upgrading.
The failover settings are typically not used, as they would only be able to use them
if another dialer in the pod had a database and mid-tier configured, which is not
common.

Installing Campaign Director 4.0

Now install the Campaign Director Application. There is a readme.txt in the
CD4SP5 directory. Again, as this is a fresh install, follow the instructions in the
readme file. Use \CD5_SP5\setup.exe for the install and accept all defaults.
When complete, you will see three new icons on your desktop: Campaign
Analyst, Campaign Editor, and Campaign Monitor. You will use each of these
separate programs as you continue the course.
After installing the applications, check for and install all current patches for CD 4.0
based on the patch index document:
https://aok.avaya.com/document.aspx?DocID=003757183.
Your course facilitator can assist in providing any patches needed.
You are welcome to open up the three applications now if you desire, use “system”
(without the quotes) for the login and password. You will use these applications
starting in the next chapter.

Troubleshooting CD 4.0 install

Common errors during the install of MT 1.0 and CD 4.0.

1) Oracle versions
As the readme and installshield indicates, no other versions of Oracle can be
installed on the workstation. If there is another version, or even a previous install
of 8i, the Middle Tier Windows Components will not connect to the PDS.
The most common problem that System Operators face with the install is that the
workstation they are installing the software on already has Oracle software
installed. As the SP5Readme.htm file and the install of MT states, if there are
any other versions of Oracle installed, they must be removed. No other Oracle
applications can be installed, whether 8i, a prior version, or a newer version.
Though there is a warning, when System Operators install the software, they
either do not know they already have a version installed, or they ignore the
warning. Sometimes a full re-image or re-formatting of the PC is required to
remove all instances of the oracle application.

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2) Alias
If you have problems connecting using the Middle Tier Windows Components, if
the database will not validate and connection fails, it may be due to the DNS
name used as the system name.
Open a Windows Command Prompt, ping the Machine Name by name (for our
system, "ping redts35"). Verify that a ping response is returned. If an "unknown
host" message is returned, ping the ip address (example “ping
143.243.100.135”). For our example, as long as you are on the Avaya network,
you should at least be able to ping the IP address. For a System Operator
installing the software in the field, they need to be able to reach the PDS as well.
If you can ping the IP but not the Machine name (“redts35”), it means the network
does not have a DNS record of that machine name set up where you are. In this
case, add the machine name and IP in your PC's hosts file
(C:\WINDOWS\system32\drivers\etc\hosts or Winnt\system32\drivers\etc\hosts
depending what version of Windows you are using).

3) Firewall
Port 1521 must be open on any firewalls between the CDW and the PDS CPU.
This can be tested by using telnet: from the command prompt on the CDW, use
“telnet xxx.xxx.xxx.xxx 1521” If the screen does not respond, the port is open. If
you get a message that says connection refused or similar, the System
Operators IT department must open that port on the firewall

4) Administrator Rights
The applications must be installed with administrator rights on the workstation. If
the System Operator does not have administrator rights, the install will fail

5) Double Byte languages

There is a note in the readme file about additional steps required “If Campaign
Director has been installed in a double-byte language such as Korean, Chinese
or Japanese”

6) Windows compatibility
There have been reports that the software will not work with Windows XP with
service pack 2. Service pack 1 is okay, but 2 will fail. This is unconfirmed, and
there are confirmed instances of them working together. It is more than likely an
addition of an Oracle client at the same time that causes the problem.

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Campaign Supervisor 3.0 (for APC 3.0)

For APC 3.0, the GUI application Avaya Campaign Supervisor 3.0 is used. It has
many similarities to CD 4.0, and a few differences. Similar installation
procedures are used, but instead of the Mid Tier Windows Components, the
Health Monitor application is used instead.
One significant difference related to this is that Campaign Supervisor 3.0 does not
have the oracle conflict issues. Supervisor 3.0 allows other Oracle software
packages to be installed on the workstation. The version of oracle included is
packaged in such a way as to be self contained and not dependent on the OS
load.

Functionality is nearly the same, with some additional functionality built into
Supervisor (such as Editor including some of the functionality of Administration
Manager, which is a separate application for 12.0). There are still three
components in Supervisor: Editor, Monitor, and Analyst.

You cannot install both CD 4.0 and Supervisor 3.0 on the same workstation, they
are incompatible due to the Oracle versions that need to be installed as part of
the package. If a company has both a PDS and an APC system, they will need
separate workstations for running the GUI applications.
As noted, there is a separate course for learning the Supervisor application and
differences between it and CD 4.0.

Quiz #2_1
1) If you cannot validate the settings in the Mid Tier Windows Components
application but can ping the ip address of the PDS you should
a. reinstall the Mid Tier Windows Components
b. add an entry in the hosts file of your PC with the PDS ip address and
hostname
c. uninstall any versions of oracle after installing CD 4.0
d. reboot your PC and try again

2) Which should be installed first for CD 4.0?

a. Middle Tier Windows Components 1.0
b. Campaign Director 4.0
c. Campaign Monitor 4.0
d. Campaign Editor 4.0

3) Proactive Contact Supervisor 3.0 does not include which of the following
components?
a. Campaign Editor
b. Campaign Analyst
c. Health Manager
d. Middle Tier Windows Components

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