Installation Guide: July 17, 2006 For Version 5.1

Installation Guide
July 17, 2006

for Version 5.1
NOTICE
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Contents
About Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Who this guide is written for . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Where you can find more information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Locating the latest version of the Customer Interaction Solutions User Guide . . . . . . . .
Technical training materials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Release notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Technical bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Platform requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3300 ICP requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SX-2000 requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Server processor and memory requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Client PC requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Client PC hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Client PC software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1
1
1
1
1
1
2
2
2
2
3
3
3
3
4
4
4
4
5
5
5
Installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Installation overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Before installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Installing Intelligent Queue and Contact Center Management on the same server . . . . . 8
Installing Intelligent Queue and Contact Center Management . . . . . . . . . . . . . . . . . . 8
File structure overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Configuring port types on the switch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3300 ICP port configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Configuring IP ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3300 ICP gateway to SX-2000 configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Installing an NSU/PRI card on the 3300 ICP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Installing an NSU/PRI card on an NSU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Installing an NSU/PRI card for Embedded E1/T1 . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Programming Class of Service on the Trunk and Intelligent Queue IP Ports. . . . . . . . . 12
Programming 3300 ICP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Programming T1/D4 Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Programming MSDN/DPNSS Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Programming Embedded PRI or QSIG Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Installing Microsoft .NET, Web Services, IIS, MSDE, and MiAudio . . . . . . . . . . . . . . . . . 16
ii
Installing Microsoft Windows Installer 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Installing the Microsoft .NET Framework 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing Microsoft Web Services 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing Internet Information Server (IIS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing Microsoft SQL Server Desktop Engine (MSDE). . . . . . . . . . . . . . . . . . . . . . . .
Installing MiAUDIO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling IP devices in the Mitel TAPI Service Provider Configuration window . . . . .
Installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding or removing ports after initial installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Installing Microsoft Internet Explorer WebControls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running Configuration Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Licensing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Applying the license . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Registering online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Registering offline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Registering a seven-day demo license. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Upgrading an existing license. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
16
16
17
17
18
19
24
26
28
28
31
32
32
32
33
33
33
Appendix A: Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Intelligent Queue options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Appendix B: Internet Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Installing Microsoft Internet Explorer 6 and Internet tools . . . . . . . . . . . . . . . . . . . . . . . . . 37
About Intelligent Queue

Mitel Intelligent Queue is an all-in-one, scalable, web-based, integrated voice processing solution
providing static messaging, intelligent messaging, voice and web callbacks, call recording , enhanced
routing, reporting capabilities, and caller-entered digit screen pop when integrated with Mitel Agent
Portal. Intelligent Queue uses Mitel Contact Center Management for real-time statistics (required for
queue conditional messaging) and for historical reporting of Intelligent Queue activity.
Getting started
This section provides general information about this document. It also lists resources for further
technical information.
Who this guide is written for

This guide outlines system capabilities and installation procedures.
Intelligent Queue installation/maintenance personnel are typically technicians (channel

partner or Mitel) who program and maintain the telephone system.
Intelligent Queue administrators are high-level users who are responsible for assigning
permissions, allocating ports and performing actions that affect the entire system.
Where you can find more information

NOTE: Please note that you must be a registered user to access Mitel OnLine. First time users will be
prompted to register and create a username and password which can be used on all subsequent visits.
The following guides provide information related to Intelligent Queue:
Intelligent Queue Start Here Guide provides a list of steps that must be performed to install
Intelligent Queue.
Intelligent Queue User Guide outlines procedures to follow when using Intelligent Queue.
Intelligent Queue online help guides online users through the installation, programming,
maintenance, and troubleshooting procedures required for Intelligent Queue.
Locating the latest version of the Customer Interaction Solutions

User Guide
To view the latest version of the Mitel Customer Interaction Solutions User Guide
Start Internet Explorer and type http://www.prairiefyre.com/pfweb/files/

6110_userguide_en.pdf
Technical training materials

Intelligent Queue installation and maintenance
Web-based
Paper-based
Release notes
Every software release is accompanied by a Release Note (RN), which is included on the application software
CD-ROM. The RN describes software changes, bug fixes, outstanding issues, and hardware compatibility
considerations for the new software release.
NOTE: Read the RN before you begin a software upgrade.
You can also obtain the latest RNs from Mitel OnLine at www.mitel.com.
Technical bulletins
Technical Bulletins (TBs) are issued by Mitel Technical Support to address frequently asked questions
regarding software and hardware problems. Obtain the latest TBs from Mitel OnLine at www.mitel.com.
Accessing technical documentation

NOTE: Please note that you must be a registered user to access Mitel OnLine. First time users will be
prompted to register and create a username and password which can be used on all subsequent visits.
To access technical documentation from the Intelligent Queue software CD-ROM
1.
2.
3.
4.
Insert the Intelligent Queue CD into the CD-ROM drive of your computer.
From your desktop, click My Computer and right-click the CD-ROM drive.
Click Explore.
Navigate to the Documentation folder and open it.
To access help from the Mitel website

1.
2.
After initial installation, launch your browser and navigate to http://www.mitel.com.

Click Help.
To access technical documentation from Mitel OnLine:

1.
2.
3.
4.
5.
Navigate to http://www.mitel.com.
Access Mitel OnLine from the Partners and Resellers selection menu.
Log on to Mitel OnLine by entering your username and password.
To access product documentation, excluding the ACD 2000 Application Reference, click
Technical=>Product documentation.
To access the ACD 2000 Application Reference, login to Mitel OnLine and click Training=>Technical
training. Click the Technicians Toolbox hyperlink and then ACD2000.zip hyperlink.
Before You Begin

The installation procedures in Chapter 2 explain how to install Intelligent Queue software on a networkconnected PC that is running Windows 2000 Server or Windows Server 2003.
To use the time in queue (queue conditional messaging) or call detail recording features of Intelligent Queue,
you require Contact Center Management version 5. Contact Center Management is a browser-based
application that provides historical reporting, real-time monitoring, and agent forecasting.
Before You Begin
Intelligent Queue supports collocation with Contact Center Management version 4 or greater.
However, installation on a dedicated server is recommended. Please follow the instructional steps in
order to install both applications on the same server. Intelligent Queue must first be running and then
pointed to the Contact Center Management server using the Contact Center Management settings.
You install Intelligent Queue on the server only, not on the client computer. Maintenance and
installation personnel use the client computer to browse to the Intelligent Queue server.
NOTE: Intelligent Queue will only work with Contact Center Management version 4 or greater.
Network requirements
Your server can connect to a LAN through a standard network interface connector. The LAN must
have the following characteristics:
an Ethernet LAN adapter

be TCP/IP protocol-enabled
Platform requirements
Intelligent Queue Version 5 replaces TAPI/WAVE integration with the MiTAI API from Mitel for
call processing.
3300 ICP - IP connection through MiTAI integration (MiAUDIO included)
3300 ICP requirements

If you have the 3300 ICP, you will need the following to run Intelligent Queue:
For IP ports
Release 5.2.5.4 or greater for MiTAI integration

MiAUDIO (included)
One 3300 device license per Intelligent Queue Version 3 port
One 3300 ICP user license per Intelligent Queue Version 3 port
SX-2000 requirements
If you have the SX-2000, you will need the following to run Intelligent Queue. For detailed
information on how the SX-2000 integrates with Intelligent Queue, refer to the Mitel Product Bulletin
# PB20050109.
For IP ports
Digital Gateway Release 5.2.5.4 or greater for TAPI/WAVE integration

MiAUDIO (included)
For RAD deployment, use LS Trunks on the 3300 ICP Digital Gateway. This integration
requires a dedicated available ONS port on the SX-2000 for each LS trunk. The number of LS
trunks required is determined by the number of distinct RAD messaging sequences.
To connect the SX-2000 to the 3300 ICP Digital Gateway use TI/QSIG or MSDN.
Server requirements
Server hardware requirements
The server is housed in a standard computer chassis. For optimum performance, the server should be equipped
with the following hardware (or better):
Intel Pentium 4 - 2.8 GHz

NOTE: Intelligent Queue does not support dual, hyper-threaded, or dual-core processors.
512 MB, 1 GB, or 1.5 GB RAM depending on the number of ports used
See Server processor and memory requirements on page 4.
SCSI or IDE controller with 40 GB hard disk
CD-ROM drive
sound card with speakers
microphone (to record custom voice prompts)
PS2/USB mouse and keyboard
internal MODEM card (optional)
integrated video
Network Interface Card (100BaseT)
Server software requirements

The following third-party software is required for use with the server:
Operating Systems
Windows 2000 Server with SP4 and IIS 5
Windows 2003 Server with SP1 and IIS 6
Microsoft Internet Explorer 6 or greater with Service Pack 1
Microsoft Networking (TCP/IP)
Adobe Reader (can be downloaded from www.adobe.com and is included on the Intelligent Queue
Installation CD)
Microsoft .NET Framework 2.0 (included on the Intelligent Queue Installation CD)
Microsoft Data Engine 2000 SP3a (included on the Intelligent Queue Installation CD)
Optional software
SQL 2000 server

Client Component Pack
NOTE: If you have Contact Center Management version 4.x and you want to use time in queue
messaging in Intelligent Queue, you must have the Client Component Pack installed before you
install Intelligent Queue. If you have version 5, you do not need Client Component Pack.
Server processor and memory requirements

The server processor and memory requirements will increase as ports are added to the Intelligent Queue
program (See Tables 1 and 2).
Before You Begin
NOTE: Intelligent Queue does not support dual, hyper-threaded, or dual-core processors.
Table 1: Memory and Processor Requirements for standalone Intelligent Queue
Ports
Memory
(Stand Alone
Intelligent Queue)
Processor
4-16
512 MB
2.8 GHz
20-60
1 GB
2.8 GHz
Table 2: Memory and Processor Requirements for Contact Center Management/Interactive

Contact Center/Intelligent Queue
Ports
Memory
Processor
4-16
1 GB
2.8 GHz
20-60
1.5 GB
2.8 GHz
Client PC requirements
For optimum performance, each customer-supplied client PC should be equipped with the following hardware
(or better):
Client PC hardware requirements
Intel Pentium 4 - 1.8 GHz

256 MB RAM
1 GB free disk space
SVGA graphics supporting a resolution of at least 800 x 600 pixels (optimum resolution is 1024x768)
Network Interface Card (10/100BaseT)
sound card with speakers
microphone (to record custom voice prompts)
keyboard and mouse
Client PC software requirements

The following software (or later versions) must be installed and configured on each client PC prior to
installing the Intelligent Queue software:
Operating Systems
Windows XP with SP2
Windows 2000 Professional with SP4 and Internet Information Server 5
Windows 2000 Server with SP2 and Internet Information Server 5
Windows 2003 Server with SP1 and Internet Information Server 6
Internet Explorer 6 with Service Pack 1
TCP/IP protocol-enabled
Installing Intelligent Queue

This chapter contains instructions on installing Intelligent Queue.
For general troubleshooting information and specific information about troubleshooting installation
and platform issues, see the Intelligent Queue User Guide.
For information on upgrading Intelligent Queue and backing up and restoring the Intelligent Queue
database, see the Intelligent Queue User Guide.
Installation overview
This section provides overviews for installing
Intelligent Queue
Intelligent Queue and Contact Center Management on the same server

These are the steps to follow when installing Intelligent Queue:
Before installing Intelligent Queue

1.
2.
3.
4.
5.
6.
Print and read the Intelligent Queue Installation Guide.

Configure the port types on the switch.
See Configuring port types on the switch on page 10.
Install Microsoft .NET Framework.
See Installing the Microsoft .NET Framework 2.0 on page 16.
Install Microsoft SQL Server or Microsoft SQL Server Desktop Engine (MSDE).
See Installing Microsoft SQL Server Desktop Engine (MSDE) on page 18.
Install Internet Information Server (IIS).
See Installing Internet Information Server (IIS) on page 17.
Install MiAUDIO Server Edition (with 3300 ICP).
See Installing MiAUDIO on page 19.

7.
Begin Intelligent Queue installation.

See Installing Intelligent Queue on page 26.
8. Install Microsoft Internet Explorer WebControls.
See Installing Microsoft Internet Explorer WebControls on page 28.
9. Wait while the Intelligent Queue installation is finalized.
10. Run the Configuration Wizard.
11. Reboot the system.
Installing Intelligent Queue and Contact Center Management on the

same server
These are the steps to follow when installing Intelligent Queue and Contact Center Management on
the same server:
Installing Intelligent Queue and Contact Center Management

1.
2.
3.
4.
5.
Install Contact Center Management. See the Contact Center Management Installation Guide.
Begin Intelligent Queue installation.
a.
Ignore the warning about conflicting versions of MiTAI and MiAUDIO.
b.
Add the proper IP address.
c.
Add the ports in the first MiAUDIO configuration dialog and start the phone emulation
services
d.
Add the existing ports in the second MiAUDIO configuration dialog
e.
Reboot.
Install Client Component Pack and configure Client Component Pack Manager.
Add an Intelligent Queue media server in Contact Center Management.
Reboot the system.
File structure overview

Besides its normal role of storing the binaries for Intelligent Queue, the file system will act as a data
store for the voice prompts, agent recordings, and "real-time" event files for the Service Controller
program.
Unless the user changes the default installation folder, the application installs in the directory
C:\Program Files\Mitel\6160
NOTE: If your system drive is on a drive other than C:\, the installation will default to that drive.
Performing the installation procedures outlined below will create the following folders (See Table 11):
Callbacks
Data
Music
Recordings
Services
Tools
Utilities
Voice
Webroot
XML
File structure overview
The following three debugging tools are stored in the Tools folder and are installed with the Intelligent Queue
application:
DBWin32.exe
View some of the application traces
FileWatcherApp.exe
View log files in real time
TB20.exe
Interactively call into the Microsoft Telephony Application Programming Interface and inspect all
returned information
Table 3: Installation File Structure

Folder
Sub folders
Contents
Callbacks
WAV recordings for Callback requests
Data
1 database file: IQR3.ldf and IQR3.mdf
Music
MP3 and WAV files
Recordings
Agent Monitor files
Services
Services\Telephony
Telephony engine files
Services\Music
Music engine files
Services\WatchDog
IQWatchDog Service files
Tools
Utilities
DBWIN32.EXE
TB20.exe
FileWatcherApp.exe
Utilities\Configuration
Manager
Configuration Wizard application files
Utilities\License Client
License files
Utilities\SupportPackage
SupportPackage Wizard files
Voice
There can be many different language directories

(UK English, French, Spanish, etc.). The
supervisor will be able to create the appropriate
directory into which the files can be loaded.
Voice\Inbox\"sub-dir entered
by agent"\
.WAV files recorded by management plans
Voice\US English\
custom recordings and default prompts
Voice\US English\System\
system prompts (1, 2, 3, 4, for example)
Webroot
All aspx pages, web config files, .dll files, etc.

Webroot\Help\
HTML help files
10
Table 3: Installation File Structure

Folder
XML
Sub folders
Contents
XML\Config\
Configuration files
XML\Tables
XML files for Support Package Configuration
XML\Treeplans\
Treeplan files
Configuring port types on the switch

3300 ICP port configuration
Configuring IP ports
To configure IP Ports from ESM:
1.
2.
3.
4.
5.
6.
In the MultiLine IP Set Configuration Form, select App Server Port as the device type. Within a
Telnet session, you will need to enter IP Application as the device type.
Assign an extension number to each port.
Assign an appropriate interconnect number to each port.
Do not enter a MAC Address.
In the Class of Service Options Assignment Form, set the following options:
Message Waiting = No
Message Waiting - Audible Tone Notification = No
Recorded Announcement Device = No (unless the port will be used for RAD messages)
ANSWER PLUS Message Length Timer equal to the longest message duration
ANSWER PLUS Expected Offhook Timer equal to the Message Length cycle time plus an
allowance of five seconds of guard time.
HCI/CTI/TAPI Call Control Allowed = Yes
HCI/CTI/TAPI Monitor Allowed = Yes
Do Not Disturb = No
Do Not Disturb Permanent = No
Public Network Access via DPNSS = Yes
Suppress Simulated CCM after ISDN Progress = Yes (if you want to allow callbacks)
NOTE: To allow call ID and DNIS information to be passed between paths/ports, set all ANI/DNIS/
ISDN options to Yes and Display Held Call ID on Transfer to Yes.
In the Feature Access Code Assignment Form, create a Do Not Disturb - Cancel primary code.
3300 ICP gateway to SX-2000 configuration
11

You can use a 3300 ICP as a gateway between an SX-2000 and Intelligent Queue. Follow the procedures
outlined below to set up the 3300 ICP as a gateway.
To set up the 3300 ICP as a gateway:
1.
2.
3.
4.
Install an NSU/PRI card on the 3300 ICP.

See Installing an NSU/PRI card on an NSU on page 11.
See Installing an NSU/PRI card for Embedded E1/T1 on page 11.
Program the Class of Service on the Trunk and Intelligent Queue IP Ports.
See Programming Class of Service on the Trunk and Intelligent Queue IP Ports on page 12.
Program the trunk of the 3300 ICP.
See Programming T1/D4 Trunks on page 13.
See Programming MSDN/DPNSS Trunks on page 14.
See Programming Embedded PRI or QSIG Trunks on page 14.
Install Intelligent Queue.
Installing an NSU/PRI card on the 3300 ICP

Installing an NSU/PRI card on an NSU
1.
2.
3.
4.
5.
Ensure that the NSU is connected as shown in the Technicians Handbook.

Ensure that the correct digital licenses are programmed in the License and Option Selection form.
If you are connecting through a Dual Fiber Interface Module (Dual FIM), you must ensure the Dual
FIM is programmed in the Controller Module Configuration form.
Program the NSU using the Network Services Unit Configuration form.
Set the type of NSU and the protocol to be used as either Universal E1 or Universal T1.
Installing an NSU/PRI card for Embedded E1/T1

1.
2.
3.
4.
5.
6.
7.
8.
Ensure that the Dual E1/T1 Framer or Quad BRI Module is installed as shown in the Technicians
Handbook.
Program the Controller Module using the Controller Module Configuration form.
Select one of the following from the Programmed Type field:
Dual FIM for a Dual Fiber Interface Module.
Dual Framer for a Dual E1/T1 Framer (Proceed to the Programming the COS for Intelligent
Queue IP Ports and Trunks procedure. See Programming Class of Service on the Trunk and
Intelligent Queue IP Ports on page 12.)
Quad BRI for a Quad BRI module (Proceed to the 3300 ICP Trunk programming section
entitled, Programming Embedded PRI or QSIG Trunks on page 14.
Complete the Dual E1/T1 Framer Configuration form (for Dual E1/T1 Framer only).
Click Change and assign a Unit number and an optional 30-character comment.
Click Change Member and assign the interface type (T1 or E1) for each port on the module.
For embedded T1/D4, select T1
For embedded PRI or QSIG, select T1 or E1 as required.
Complete the Quad BRI Framer Configuration form (for Quad BRI only).
Click Change and assign a Unit number and an optional 30-character comment. By default, the BRI
interface type is assigned to each port on the module.
12
Programming Class of Service on the Trunk and Intelligent Queue IP

Ports
You can use the same Class of Service (COS) for the Trunk and for Intelligent Queue IP Ports.
To program the COS for the Trunk and for Intelligent Queue IP Ports
1.
2.
Open the default COS.

Verify the following options are set to Yes:
ANI/DNIS/ISDN Number Delivery Trunk
Call Forwarding - Accept
Call Forwarding (External Destination)
Call Forwarding (Internal Destination)
Call Hold
Call Hold - Remote Retrieve
Conference Call
Display ANI/DNIS/ISDN Calling/Called Number
Display Caller ID on Multicall/Keylines
Display Held Call ID on Transfer
Display DNIS/Called Number Before Digit Modification
Display Dialed Digits During Outgoing Calls
Do Not Disturb - Access to Remote Phones
Do Not Disturb - Permanent
Individual Trunk Access
Message Waiting
Message Waiting - Deactivate on Off-Hook
Message Waiting - Inquire
Multiline Set Message Center Remote Read Allowed
Multiline Set Music
Non-Verified Account Code
ONS CLASS/CLIP: Visual Call Waiting
Public Network Access via DPNSS
Public Network Identity Provided
Public Network to Public Network Connection Allowed
Public Trunk
Redial Facilities
SMDR External
SMDR Internal
Timed Reminder Allowed
Trunk Calling Party Identification
Use Held Party Device for Call Rerouting
13
Programming 3300 ICP Trunks

Programming T1/D4 Trunks
To program T1/D4 Trunks
1.
Ensure that you have installed the NSU/PRI Card properly on the 3300 ICP.
See Installing an NSU/PRI card on the 3300 ICP on page 11.
A Universal Network Services Unit or Dual E1/T1 Framer Module is programmed.
Interconnect Restriction and Intercept Handling is programmed for each trunk.
2. Complete the Link Descriptor Assignment form.
In the Integrated Digital Access field, enter T1D4.
In the Voice Encoding field, enter Invert.
In the B8ZS field, enter Yes.
3. Complete the Digital Link Assignment form.
Enter the Digital Link Descriptor Number (programmed in the Link Descriptor Assignment
form in step 2 of this procedure).
4. Complete the Class of Service Options Assignment form.
Program Class of Service. See Programming Class of Service on the Trunk and Intelligent
Queue IP Ports on page 12.
5. Complete the Digital E&M Trunk Circuit Descriptor Assignment form.
6. Complete the Trunk Service Assignment form.
Enter the COS Number as programmed in the Class of Service Options Assignment form. See
Programming Class of Service on the Trunk and Intelligent Queue IP Ports on page 12.
Complete the Non-dial-in Trunks Answer Point fields (CO and E&M).
Complete the Dial-in Trunks Incoming Digit Modification fields (DID).
7. Complete the Digital Trunk Assignment form. Enter the following numbers:
Trunk Number,
Trunk Service Number (programmed in the Trunk Service Assignment form in step 6 of this
procedure),
Circuit Descriptor Number (programmed in the Digital E&M Trunk Circuit Descriptor
Assignment form in step 5 of this procedure),
Interconnect Number.
8. Complete the Network Synchronization form, if required.
Assign a source connection to a Network Source Clock.
9. Complete the Trunk Group Assignment form.
For outgoing trunks, assign the Trunk Number (programmed in the Digital Trunk Assignment
form in step 7) to a trunk group.
10. In the Feature Access Codes program, enter the following:
For Non-Verified Account Code, enter **3, for example.
For Trunk Calling Party Identification, enter **8, for example.
11. In the Digit Modification Table enter the following:
For Insert Digits, enter **3<E>#**2<N><E>#
Ensure that Route is using this Digit Modification.
14
Programming MSDN/DPNSS Trunks

To program MSDN/DPNSS Trunks:
1.
2.
3.
4.
5.
6.
7.
8.
Ensure that the following have been programmed correctly:

Universal Network Services Unit is programmed on the 3300 ICP.
DS1 Formatter/CEPT Formatter is programmed on the SX-2000.
Interconnect Restriction and Intercept Handling are programmed for each trunk.
Complete the Link Descriptor Assignment form.
In the Address for Message Control field, enter A or B.
In the Integrated Digital Access field, enter DPNSS.
Ensure that the Inverted D Channel is set to Yes.
Complete the Digital Link Assignment form.
Enter the Digital Link Descriptor Number programmed in the Link Descriptor Assignment
form (step 2 of this procedure).
Complete the Class of Service Options Assignment form.
See Programming Class of Service on the Trunk and Intelligent Queue IP Ports on page 12.
Complete the MSDN-DPNSS-DASS II Trunk Circuit Descriptor Assignment form.
In the Card Type field, select Universal T1.
In the Dual Seizure Priority field, enable Incoming or Outgoing.
In the Far End Connection field, select MAIN PBX.
In the Signaling Protocol field, enable MSDN-DPNSS.
Complete the Trunk Service Assignment form.
Enter the COS Number programmed in the Class of Service Options Assignment form. See
Programming Class of Service on the Trunk and Intelligent Queue IP Ports on page 12.
Complete the Dial-in Trunks Incoming Digit Modification fields.
Complete the Digital Trunk Assignment form. Enter the following numbers:
Trunk Number,
Trunk Service Number (programmed in the Trunk Service Assignment form in step 6 of this
procedure),
Circuit Descriptor Number (programmed in the MSDN-DPNSS-DASS II Trunk Circuit
Descriptor Assignment form in step 5 of this procedure),
Complete the Network Synchronization form, if required.
Programming Embedded PRI or QSIG Trunks

To program Embedded PRI or QSIG Trunks:
1.
2.
Ensure that the following installations and programming have been done correctly:
The Dual E1/T1 Framer Module is installed and programmed on the 3300 ICP.
The T1 PRI/E1 BRI Card is installed and programmed on the SX-2000.
The Interconnect Restriction and Intercept Handling are programmed for each trunk.
Complete the Link Descriptor Assignment form.
Enter a number (1 through 16) to uniquely identify the Descriptor.
In the Address for Message Control field, enter A or B.
In the Integrated Digital Access field, enter ISDN NODE.
Select NT for Network Termination or LT for Line Termination.
For T1, set Extended Super Frame to Yes and Inverted D-Channel to No.
For E1, set CRC-4 enabled to Yes.
For T1 in NA and E1 in Europe, accept the default Nil for Voice Encoding. E1 in NA or T1 in
Europe must have Voice Encoding set to ADI.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15
Complete the Digital Link Assignment form.

Enter the Digital Link Descriptor Number programmed in the Link Descriptor
Assignment form in step 2 of this procedure.
Complete the MSDN-DPNSS-DASS II Trunk Circuit Descriptor Assignment form.
Enter a unique number (1-32) to identify the Trunk Circuit Descriptor Number that is
used in the Digital Trunk Assignment form.
In the Card Type field, select UNIVERSAL E1 or UNIVERSAL T1.
In the Far End Connection field, select Toll Office or Local Office for PRI or Local
Office for QSIG.
Complete the Trunk Service Assignment form.
Enter the COS Number programmed in the Class of Service Options Assignment form.
See Programming Class of Service on the Trunk and Intelligent Queue IP Ports on
page 12.
Complete the Non-Dial-in Trunks Answer Point fields.
Complete the Dial-in Trunks Incoming Digit Modification fields.
Complete the Digital Trunk Assignment form. Enter the following numbers:
Trunk Number,
Trunk Service Number (programmed in the Trunk Service Assignment form in step 5
of this procedure),
Circuit Descriptor Number (programmed in the MSDN-DPNSS-DASS II Trunk Circuit
Descriptor Assignment form in step 4 of this procedure),
Complete the Network Synchronization form.
Complete the Protocol Assignment form.
Select the Protocol and Protocol Variant.
Complete the Advice of Charge form, if required (applies to Euro ISDN only).
Select ETSI, Italy, Spain, or Holland.
Complete the Inward Dialing Configuration form, if required (applies to Euro ISDN only).
Complete the Bearer Capabilities form, if required.
Define bearer capabilities on either a Fixed or Call-by-Call basis. If you choose Fixed,
you need to specify bearer capability for voice and data.
For Voice, choose Speech (default) or 3.1 kHz.
For Data, choose UDI (default), RDI, UDI (7 kHz) (E1 only), or Video (E1 only).
Complete the Network Specific Facilities form or High Layer Compatibility form.
You can define network specific facilities (applies to T1 only) and High Layer
Compatibility (applies to Euro-ISDN) on a Fixed or Call-by-Call basis.
Complete the Calling Line ID Restriction form, if required.
You can define Calling Line ID Restriction (CLIR) on a Fixed or Call-by-Call basis.
Enable QSIG in the following forms:
Link Descriptor Assignment form
For the Integrated Digital Access option, select ISDN Node.
For the QSIG Private Network Access option, select Yes.
System Options Assignment form
For the DPNSS/QSIG Diversion Enabled option, select Yes.
MSDN-DPNSS-DASSII Trunk Circuit Descriptor form
For the Far End Connection option, select Local Office.
CPN Substitution form
The outgoing CPN feature delivers the calling partys DID number to the network.
16
DID Ranges for CPN Substitution form, if required.

To set up the CPN Substitution table, first, enter a DID number or a range of DID
numbers assigned in the system. Next, enter the corresponding CPN substitution
number that will be delivered for that range.
Outgoing Number Assignment form, if required (Euro ISDN Standard trunk variants only).
This form allows you to select the outgoing numbering plans for Euro ISDN Standard
trunk variants. To meet the specific ISDN requirements of a European region, you can
select the Calling Number and Called Number parameters.
Installing Microsoft .NET, Web Services, IIS, MSDE, and

MiAudio
There are launch conditions or prerequisites which have to be met before you install Intelligent
Queue. The launch conditions are as follows:
Microsoft Windows Installer 3.1

Microsoft .NET Framework version 2.0
Microsoft Web Services 3.0
Internet Information Services (IIS) version 5.0 or later
Microsoft SQL Server Desktop Engine (MSDE)
MiAudio
The system will search for the first of these launch conditions. If a launch condition is found, the
portion of the CD relating to that launch condition will not be accessed. However, if a launch
condition is not found, Windows Installer will stop searching and access that portion of the CD which
satisfies that particular launch condition.
NOTE: It is strongly recommended that you run Microsoft Windows Update before installing
Intelligent Queue. Windows Update will ensure you have the most current version of each of the
Microsoft products required to run Intelligent Queue.
Installing Microsoft Windows Installer 3.1

InstallShield Intelligent Queue Installation Wizard will search for the existence of the Microsoft
Windows Installer 3.1. If you dont have the Microsoft Windows Installer 3.1 already installed on
your system, the installation wizard will install it now.
If the installation wizard installs Microsoft Windows Installer 3.1, you will prompted to reboot the
server. You should do this now. After you reboot, the installation wizard will continue where it left
off.
Installing the Microsoft .NET Framework 2.0

Windows Installer will search for the existence of Microsoft .NET Framework 2.0. If you dont have
the Microsoft .NET Framework already installed on your system, the Intelligent Queue Installation
Wizard will install it now.
Installing Microsoft .NET, Web Services, IIS, MSDE, and MiAudio
17
Installing Microsoft Web Services 3.0

Windows Installer will search for the existence of Microsoft Web Services 3.0. If you dont have
Microsoft Web Services already installed on your system, the Intelligent Queue Installation Wizard
will install it now.
Installing Internet Information Server (IIS)

Once the Microsoft.NET Framework has been installed, Windows Installer will search for the
remaining launch conditions. If you already have Internet Information Services (IIS) installed on your
system, Windows Installer will skip to the next over this installation and begin installing Intelligent
Queue.
The Internet Information Server (IIS) Requirement window is displayed. (See Figure 1.)
Figure 1 Internet Information Server (IIS) Requirement window
To install IIS:
1.
2.
Verify whether you have IIS installed. Click Start\ Settings\ Control Panel. Select Add\
Remove Programs\ Add\ Remove Windows Components.
See Figure 2.
Scroll down to see whether Internet Information Services (IIS) is checked. If you do not have
IIS installed, click the check box to install it now.
Figure 2 Windows Components window
3.
Click Next.
See Figure 3.
18
Figure 3 Windows Components Wizard configuration window
4.
5.
6.
7.
Click Next. Please wait while Windows configures the IIS components.
Insert your operating system (Windows 2000 Server/2003 Server) CD into your CD-ROM (D:) drive
and then click OK. If you have saved your operating system files in an alternate location, click OK
and navigate to that location.
Click Next. Please wait while Windows configures the IIS components.
The Windows Components Wizard completion window appears.
To close the Windows Components Wizard, click Finish.
Installing Microsoft SQL Server Desktop Engine (MSDE)

Once the Microsoft .NET Framework has been installed, the system will search for Microsoft SQL Server
Desktop Engine (MSDE).
Microsoft SQL Server Desktop Engine (MSDE) is launched automatically.
The Microsoft SQL Server Desktop Engine (MSDE) Requirement window appears. (See Figure 4.)
Figure 4 Microsoft SQL Server Desktop Engine (MSDE) Requirement window
1.
19
Click Yes.
See Figure 5.
Figure 5 DOS Command Prompt window
The Microsoft SQL Server Desktop Engine configuration window appears. (See Figure 6.)
Figure 6 Microsoft SQL Server Desktop Engine (MSDE) configuration window
2.
3.
Please wait while Windows configures MSDE.

See Figure 7.
You must restart your system for the configuration changes to take effect. Click Yes to restart
now or click No if you choose to restart manually later.
Figure 7 Microsoft SQL Server Desktop Engine (MSDE) restart window
If you do not have Internet Information Services (IIS) already installed on your system, you will be
directed to install it now.
Installing MiAUDIO
On a 3300 ICP system, MiAUDIO Server Edition will be installed.
Once ASP.NET has been installed, the InstallShield Wizard will guide you through the steps required
to install MiAUDIO Server Edition on your computer.
The MiAUDIO Welcome window appears. (See Figure 8.)
20
Figure 8 MiAUDIO Welcome window
To install MiAUDIO Server Edition:

1.
2.
From the MiAUDIO Welcome window, click Next to begin the file extraction process.
See Figure 9.
The Destination folder is selected by default. This destination can be changed, but it is
recommended that the default setting be used. If you wish to install to a different location,
click Browse to select another folder.
Figure 9 Destination Selection window
3.
4.
Click Next.
See Figure 10.
Choose the type of setup you prefer. Select Typical (recommended for most users). Select
Compact to install minimum required options. Select Custom (recommended for advanced
users).
21
Figure 10 Setup Type window
5.
6.
7.
Click Next.
See Figure 11.
Enter the IP Address of your 3300 ICP or its DNS Name. This is the address with which MiAUDIO will
communicate.
NOTE: The 3300 ICP information screen allows you to specify only one 3300 ICP even though
several 3300 ICPs can be accessed with the MiAUDIO Server Edition. The MiTAI application is
responsible for controlling which 3300 ICP is accessed and what DNs are monitored.
The Registration Feature Access Code (FAC) is selected by default. Change the FAC if it is not the
same as the one provided.
Figure 11 3300 ICP Information window
8.
Click Next.
See Figure 12.
22
Figure 12 Start Copying Files window
9.
Verify the current settings. Click Next to begin copying files if you agree with the settings. To change
the settings, click Back.
See Figure 13.
Figure 13 Setup Status window
10.
Please wait while InstallShield installs MiAUDIO on your computer.

See Figure 14.
Figure 14 View Configuration Dialogs window (optional)
11.
You have the option to view the Configuration Dialogs. Click Yes to view the Configuration Dialogs. If
you click No, you will need to navigate to the following windows manually once the installation is
complete:
To navigate to the Mitel IP Phone Emulation Settings window, click Start\ Settings\ Control
Panel\ IP Phone Emulation. (See Figure 15.)
To navigate to the Mitel TAPI Service Provider Configuration window, click Start\ Settings\
Control Panel\ Phone and Modem Options\ Advanced\ Mitel TAPI Service Provider\
Configure\ Select from IP Phone List. (See Figure 16.)
Figure 15 Mitel IP Phone Emulation Settings window
12.
13.
14.
23
For either window, modify the settings as required.

If you have multiple PBXs and want to add a switch, click Add New Switch.
A new switch tab appears.
On the new tab, type the switch name and IP address.
Right-click the list box, click Insert, and select ports to associate with the switch.
Once you have made your changes, click OK to continue, Apply to commit your changes to the
Windows Registry without exiting the GUI, or Cancel to exit.
See Figure 16.
24
Figure 16 TAPI Service Provider Configuration window
The MiAUDIO Desktop Edition TAPI option integrates with the IP Phone Emulation program that
manages the Softphone device on the 3300 ICP. If the IP Phone Emulation Program is detected, then
the 3300 ICP settings and Softphone extension number are automatically provided and can not be
altered from this screen.
Enabling IP devices in the Mitel TAPI Service Provider Configuration window

1.
Right click on the Mitel Device Properties page.

See Figure 17.
25
Figure 17 Mitel Device Properties window
2.
3.
Choose Select from IP Phone List.

See Figure 18.
Select all of the devices to add from the list. Use Shift Click and Control Click for multiple selections.
Figure 18 Select IP Devices to Add window
26
4.
5.
Select OK.
See Figure 19.
Click Apply to confirm all the devices. If properly configured, the Telephone Directory entry
from the PBX will appear for each line.
Figure 19 Mitel Device Properties window
6.
7.
Click OK to finish.
Click Finish to complete the MiAUDIO installation.

To install Intelligent Queue:
1.
2.
3.
4.
Insert the Intelligent Queue CD into the drive and run the setup.exe file.
The Welcome to the InstallShield Wizard for Intelligent Queue window appears.
Click Next.
The License Agreement window appears.
Please read the License Agreement and, if you agree with the terms, select I accept the
terms of the license agreement.
Click Next.
See Figure 20.
5.
27
By default, your Intelligent Queue folder will be copied to your C: drive. To change the location of the
folder, click Change, browse to the desired location and select it, and then click OK.
NOTE: If your System Drive is on another drive, the installation will default to that drive.
Figure 20 Installation Folder Selection window
6.
Click Next.
See Figure 21.
Figure 21 Confirm Installation window
7.
Click Install to start the installation. Please wait while Intelligent Queue is installed. The installation
will take a few minutes to complete.
See Figure 22.
The DOS Command Prompt window appears.
28
Figure 22 Installing Intelligent Queue window
8.
Please wait while the installation wizard installs ASP.NET.
Once you have Microsoft Internet Explorer Web Controls installed, the installation will be complete. You
must restart your PC before the configuration changes take effect.
Adding or removing ports after initial installation

If you add or remove ports after the initial installation, you must restart the services for Intelligent Queue to
recognize the ports. You do not need to restart the services if this is the initial installation of Intelligent Queue.
To restart the services
1.
2.
Open Intelligent Queue.

On the System Status Screen, click Restart systems.
Installing Microsoft Internet Explorer WebControls

As part of the Intelligent Queue Installation Wizard, the WebControls Setup Wizard Welcome window
appears. (See Figure 23.)
Installing Microsoft Internet Explorer WebControls
29
To install Microsoft Internet Explorer WebControls

1.
From the WebControls Welcome window, click Next to begin the file extraction process.
Figure 23 WebControls Setup Wizard Welcome window
2.
The License Agreement window appears.

Please read the License Agreement, and if you agree with the terms, select I agree, and then click
Next.
See Figure 24.
Figure 24 Confirm Installation window
3.
Click Next to start the installation.

See Figure 25.
30
Figure 25 Installing Microsoft Internet Explorer WebControls window
4.
Please wait while Microsoft Internet Explorer WebControls is installed.

See Figure 26.
Figure 26 Installation Complete window
5.
Click Close to exit the Microsoft Internet Explorer WebControls installation.

See Figure 27.
Running Configuration Wizard
31
Figure 27 Installation Complete window
6.
7.
Click Close to exit the installation.

See Figure 28.
If the System Reboot window appears, click Yes to restart the system.
Figure 28 System Reboot window
Running Configuration Wizard

The Configuration Wizard ensures the Intelligent Queue components are configured correctly. It starts
automatically after the Intelligent Queue Installation Wizard. However, you can start it manually by clicking
Start\Programs\Mitel\Intelligent Queue\Intelligent Queue Configuration Manager.
To run the Configuration Wizard
Follow the wizard instructions.
You can specify the location of the database files on the Database configuration window. Click Show
Advanced and specify the location. (See Figure 29.)
32
Figure 29 Database configuration window
Licensing Intelligent Queue

Applying the license
Before you register Intelligent Queue, ensure you have your Site Key handy. The Site Key is the five-digit
number located on your Intelligent Queue CD folder.
Registering online
To register Intelligent Queue online
1.
2.
3.
4.
5.
6.
7.
8.
9.
Ensure your computer is connected to the internet.

Launch the Intelligent Queue License Utility, click Start\Programs\Mitel\Intelligent
Queue\Intelligent Queue License Utility.
The Registration window appears.
Click the Register Online button.
Call prairieFyre Software Inc. Technical Support (dial 613-599-0045 and choose option 3, Technical
Support).
Provide the Technical Support agent with your five-digit Site Key.
The Technical Support agent will give you your Product Key and your MOS password.
The Product Key is based on the options you have purchased. You will use the MOS password to
unlock your Intelligent Queue options.
Type the Product Key in the Online Registry form and click OK.
Your Intelligent Queue software is registered automatically. When complete, the "Online Registration:
Successfully Licensed" message appears.
Click OK and close the Registration window.
Start Intelligent Queue (Start\Programs\Mitel\Intelligent Queue\Intelligent Queue) and use the
MOS password to unlock your Intelligent Queue options.
The default user name and password are
Username: mitel
Password: setup
Licensing Intelligent Queue
33
Registering offline
If you cannot connect to the internet, you can register offline. After you register offline, the License
Client application will also register a seven-day demo license while you wait for your license file
from prairieFyre Software. With the seven-day demo license you receive 24 ports, callbacks, and
CDR so you can continue using Intelligent Queue. However, you should replace the demo licence file
before the seven days expire to ensure you have continuous access. After you replace the demo
licence with your license the only the purchased options will be enabled.
To register Intelligent Queue offline
1.

The Registration window appears.
2. Click the Register Offline button.
3. Call prairieFyre Software Inc. Technical Support (dial 613-599-0045 and choose option 3,
Technical Support).
4. Provide the Technical Support agent with your five-digit Site Key.
5. The Technical Support agent will give you your Product Key and your MOS password.
The Product Key is based on the options you have purchased. You will use the MOS
password to unlock your Intelligent Queue options.
6. Type the Product Key in the Offline Registry form and click OK.
The Offline Registration engine generates the IQ.dlsc file in your Intelligent Queue install
folder.
7. Locate the IQ.dlsc file and email it to the Technical Support agent you are communicating
with.
8. He will sign the IQ.dlsc file electronically and send it back to you.
9. Replace the existing IQ.dlsc file with the signed copy.
10. Start Intelligent Queue (Start\Programs\Mitel\Intelligent Queue\Intelligent Queue) and
use the MOS password to unlock your Intelligent Queue options.
Registering a seven-day demo license

To register Intelligent Queue offline
1.
2.
3.

The Registration window appears
Click the Install Demo button.
Start Intelligent Queue (Start\Programs\Mitel\Intelligent Queue\Intelligent Queue).
Upgrading an existing license

If you are upgrading from Intelligent Queue version 3.2 to version 5, you must upgrade your license.
Before you start the license upgrade, you will need a new MOS password. If you do not have it,
contact prairieFyre Software Inc.Technical Support (dial 613-599-0045 and choose option 3,
Technical Support).
To upgrade an existing Intelligent Queue license
1.
2.
3.
Log on to Intelligent Queue with the default user name and password:
Username: mitel
Password: setup
Click Administration=>Purchased options.
The Purchased options window appears.
Verify your Mitel Product Key matches the MOSS Options sheet.
34
4.
5.
6.
After Enter the Mitel Options Password, type the MOS password you received for the license
upgrade.
Enter your system options.
Click Save.
If the information you entered is correct, menu items will appear. The menu items correspond to your
purchased options. If you entered incorrect information, the Incorrect select window appears and you
will need to correct your system options entries.
Intelligent Queue options
Appendix A: Options
Intelligent Queue options
1.
2.
3.
4.
5.
Intelligent Call Processing (Basic Model)

Static RADs
Intelligent Messaging
Time in Queue
Interactive Tree
Intelligent Routing
4 ports
Voice/Web Callback Option includes:
Voice Callbacks
Web Callbacks
Agent Recording Option
Call Detail Reporting Option
4-port Upgrade
35
36
Appendices
Table 4: Intelligent Queue Option Part Numbers

Intelligent Queue
Option
Intelligent Call Processing
(version 3 or greater)
Mitel
Part
Number
Application
Description
51008503
Intelligent Queue
Intelligent Call Processing Base

Software
51008508
Intelligent Queue
Additional 4-Port License
51008507
Intelligent Queue
Collect Caller-entered Digits
51008509
Intelligent Queue
Intelligent Queue The Works
Callback Option (version 3

or greater)
51008504
Intelligent Queue
Voice/ Web Callback Option
Agent Recording (version 3

or greater)
51008505
Intelligent Queue
Agent Recording Option
Call Detail Reporting

Option (version 3 or
greater)
51008506
Intelligent Queue
Call Detail Reporting Option
Intelligent Call Processing

(version 2 to version 3
upgrade)
51008510
Intelligent Queue
Intelligent Call Processing version 2

to version 3 upgrade
51008513
Intelligent Queue
Additional 4-Port License
51008514
Intelligent Queue
Intelligent Call Processing "The

Works"
Callback Option (version 2

to version 3 upgrade)
51008511
Intelligent Queue
Version 2 to version 3 upgrade

Callback Option
Call Detail Reporting

Option (version 2 to version
3 upgrade)
51008512
Intelligent Queue
Version 2 to version 3 upgrade Call

Detail Reporting Option
Installing Microsoft Internet Explorer 6 and Internet tools
37
Appendix B: Internet Tools

Installing Microsoft Internet Explorer 6 and Internet tools
To install Microsoft Internet Explorer 6 with Service Pack 1 and Internet tools:
1.
2.
Insert the Intelligent Queue CD-ROM.

Upon insertion of the CD-ROM, your computer may start the Install Wizard. If so, jump to step 4. If it
does not, click the Start button in the lower left corner of your screen, click Settings, click Control
Panel and then double-click the Add/Remove Programs icon.
3. When the Add/Remove Programs Properties window appears, click the Install button on the Install/
Uninstall tab.
4. When the Install Program from Floppy Disk or CD-ROM window appears, click Next.
5. When the Run Installation Program window appears, accept the default setting and click Finish. If
Windows is unable to locate your installation program, click Browse in the Run Installation Program
window.
6. Click the arrow beside the Look in: dialog box to access the drop-down menu, then click your CDROM drive.
7. Double-click the Internet Explorer 6 folder.
8. Double-click the Ie6setup.exe icon.
9. In the Run Installation Program window, click Finish.
10. When the Welcome window appears, read its contents, click the circle beside I accept the
agreement if you agree to its terms, and click Next.
11. In the Windows Update: Internet Explorer and Internet Tools window, accept the default Install Now Typical set of components, and click Next. The install should take a few minutes.
12. In the Restart Computer window, click Finish. Your computer will reboot to complete the Internet
Explorer 6 installation.
38
Appendices

Installation Guide: July 17, 2006 For Version 5.1

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Installation Guide: July 17, 2006 For Version 5.1

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Installation Guide

July 17, 2006

Installing Intelligent Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Installing Microsoft Windows Installer 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

About Intelligent Queue

Who this guide is written for

Intelligent Queue installation/maintenance personnel are typically technicians (channel

Where you can find more information

Locating the latest version of the Customer Interaction Solutions

Start Internet Explorer and type http://www.prairiefyre.com/pfweb/files/

Technical training materials

About Intelligent Queue

Accessing technical documentation

To access help from the Mitel website

After initial installation, launch your browser and navigate to http://www.mitel.com.

To access technical documentation from Mitel OnLine:

Before You Begin

Before You Begin

an Ethernet LAN adapter

3300 ICP - IP connection through MiTAI integration (MiAUDIO included)

3300 ICP requirements

Release 5.2.5.4 or greater for MiTAI integration

Digital Gateway Release 5.2.5.4 or greater for TAPI/WAVE integration

About Intelligent Queue

Intel Pentium 4 - 2.8 GHz

Server software requirements

SQL 2000 server

Server processor and memory requirements

Before You Begin

Table 2: Memory and Processor Requirements for Contact Center Management/Interactive

Client PC hardware requirements

Intel Pentium 4 - 1.8 GHz

Client PC software requirements

About Intelligent Queue

Installing Intelligent Queue

Installing Intelligent Queue

Before installing Intelligent Queue

Print and read the Intelligent Queue Installation Guide.

Installing Intelligent Queue

Begin Intelligent Queue installation.

Installing Intelligent Queue

Installing Intelligent Queue and Contact Center Management on the

Installing Intelligent Queue and Contact Center Management

Ignore the warning about conflicting versions of MiTAI and MiAUDIO.

Add the proper IP address.

Add the existing ports in the second MiAUDIO configuration dialog

File structure overview

File structure overview

Table 3: Installation File Structure

WAV recordings for Callback requests

1 database file: IQR3.ldf and IQR3.mdf

MP3 and WAV files

Agent Monitor files

Telephony engine files

Music engine files

IQWatchDog Service files

Configuration Wizard application files

SupportPackage Wizard files

There can be many different language directories

.WAV files recorded by management plans

custom recordings and default prompts

system prompts (1, 2, 3, 4, for example)

All aspx pages, web config files, .dll files, etc.