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QM & Analytics
Desktop Installations
User's Guide
Document Version K
January 2010
Contents
IntelliScreen Designer
IntelliScreen Designer is used to create IntelliScreen Rules and to write them to
the Application Database and Active Application Directory Mode.
NOTE
IntelliScreen Agent
IntelliScreen Agent is installed on the agent's desktop in order to monitor activity
and trigger actions accordingly. IntelliScreen Agent collects data from the agent's
desktop to determine if a specific activity matches a rule, and to execute the
relevant action required if there is a match.
NOTE
NOTE
Form Designer
The Form Designer is used for designing evaluation and assessment forms. It is
available in two flavors: as an integrated part of the Impact 360 V10 system and
as a standalone application.
The Standalone Form Designer provides the customer with the ability to design
business forms prior to the Impact 360 V10 installation. Once Impact 360 V10 is
installed and operational, forms designed by the Standalone Form Designer can
be easily imported into the Impact 360 V10 system.
Record On-Demand
The Record On-Demand desktop application enables agents to control call
recordings (for example, start, stop or mute a recording), and perform data
tagging directly from the agent's desktop.
Function
Agent
Supervisor
System
Administrator
or
Application
Administrator
Multimedia Support
Package
Playback
Screen Acquisition
Agent
Record screens
Record On-Demand
Form Designer
IntelliScreen Designer
IntelliScreen Agent
All-in-One Server
Hub Server
When defining the Hub Data Access Services Platform Server for systems that
work with SSL (Secure Sockets Layer, also referred to as HTTPS) and/or support
encrypted audio and screen playback, you may need to provide the machine's
alias or FQDN/DNS name. In any case, this must be the parameter for which the
certificate was issued. For example, if the certificate was issued for an alias, you
need to provide the alias.
Prior to installing the Desktops, make sure you know the servers certificate.
On the machine hosting the Hub Data Access Services Platform Server, from
the Start menu, select Run and type inetmgr.The Internet Information
Services window opens.
In the Internet Information Services window, expand the server name entry
and then expand the Web Sites entry.
10
If .NET 2.0 SP1 is installed on the Windows 2000 SP4 operating system,
please ensure that the security update for Windows 2000 (KB835732)
has been installed prior to installing .NET 2.0 SP1. The update
installation file is provided as part of the Impact 360 V10 Platform QM &
Analytics Desktop Installation and System Utilities CD, and Speech
Analytics for Impact 360 v7.x Desktop CD. It can be installed by
running the Windows2000-KB835732-x86-ENU.EXE file from the
Prerequisite\EN\Dot.NET.2.0 folder on the CD. You can also
download the security update and obtain more information on it from
the Microsoft Download center.
11
Impact 360 V10 QM & Analytics supports Sun JREs only. JREs other
than Sun's are incompatible with Impact 360 V10 applications
mentioned above.
To install JRE from the Impact 360 V10 Platform QM & Analytics Desktop
Installation and System Utilities CD:
1
Browse the Impact 360 V10 Platform QM & Analytics Desktop Installation and
System Utilities CD and Speech Analytics for Impact 360 v7.x Desktop CD.
The installation of the Record On-Demand application requires WSE 2.0 SP3
to be installed in the workstation. WSE 2.0 SP3 is installed during the Record
On-Demand application installation and does not need to be installed
separately.
NOTE
The Record On-Demand settings may be changed in a bulk push for the
users after installation. For more details, refer to the Record OnDemand User guide.
In the Advanced tab, in the Language list, select the required language and
click OK.
12
Prior to running the Impact 360 V10 Desktop Installation wizard to install
IntelliScreen Designer and IntelliScreen Agent, do the following:
Ensure that your system includes VS2003 Run Time SP1 on the desktop.
Make sure you know the switch ID on which the CTI Link API is installed. The
Desktop Installation Wizard assumes that the CTI Link API, with which
13
On the computer where CTI Link is installed, from the System Tools'
Configuration tab, open IntelliLink Configuration Utility. The IntelliLink
Configuration Utility opens, with a list of switches on the left and switch
descriptions on the right.
Locate the switch on which the CTI Link API is installed. The switch type found
in the right pane of the window is IntelliLink API.
Note the switch ID, which appears in parenthesis next to the switch name. For
example, for Certification (Switch3), the switch ID is 3. You will need to
refer to the retrieved switch ID when installing IntelliScreen Agent or
IntelliScreen Designer on desktops.
14
NOTE
Before proceeding with the installation, ensure that you have read the
Special Guidelines and Prerequisites section on page 9, thoroughly.
From the Start menu, select Programs > Accessories > Command Prompt.
15
If prompted for the user name and password, provide the administrators
credentials.
For installation from the CD, refer to Installing Desktops from CD,
page 16.
Log into the computer as a user with write permissions to the destination folder
(by default, C:\Program Files\Verint) and insert the Impact 360 V10 Platform
QM & Analytics Desktop Installation and System Utilities CD into the CD-ROM
drive.
Browse to the CD, open the Desktop_Installations folder and then run the
DesktopInstallation.msi file.
Or
For installations on Windows Vista, run the command prompt as administrator,
and then run DesktopInstallation.msi from the command prompt. For more
information, refer to Running the Desktop Installation File on Windows Vista,
page 15.
The Windows Installer window briefly appears followed by the Welcome
window.
NOTE
16
Select the Thin client environment check box to confirm that you intend to
install Impact 360 V10 Desktop on a thin client.
If you want to handle this workstation as a Fat client, leave the check box clear.
17
NOTE
If Impact 360 V10 Desktops are being installed on the Windows Vista
operating system, IntelliScreen Agent and IntelliScreen Designer do not
appear in the list.
6
NOTES
18
After all the features required for this installation have been selected, click
Next.
The End-to-End Encryption Playback window appears.
19
If the system does not support encrypted audio and screen playback, proceed
to step 9. Otherwise, configure the playback of encrypted files in Window Media
Player from the user's desktop as follows:
a
Select the Encrypted Playback check box. The Hub Data Access
Services Address field appears in the window.
In the Hub Data Access Services Address field, enter the address of
the server on which the Hub Data Access Services Platform Server
resides. This defers per deployment and can be one of the following
servers: All-in-One Server, Hub Server, Hub Data Access Platform
Server, or Data Center Data Access Platform Server. Depending on the
server definition, you may need to provide its alias or FQDN/DNS name.
In any case, make sure the provided address is the one for which the
certificate was issued. See Guidelines for Systems Configured with SSL
and/or Encrypted Media Playback on page 9 for more information.
20
Click Next. If the CTI Link Agent feature was selected, the CTI Agent
Configuration window opens.
In the CTI Link DNS/IP field, leave the default or enter CTI Link's DNS
name.
If relevant, select the Enable interactive agent login check box. This
is required when agents do not have unique PC login names and the CTI
does not provide agent identification.
NOTE
For customers who use the CITRIX Published Application mode and who
installed CTI Link Agent, enable a seamless startup and logoff for this
application and if applicable, for IntelliScreen Agent. Refer to Enabling
Seamless Startup and Logoff for CTI Link Agent (with or without
IntelliScreen Agent) on page 25 for instructions.
21
11 Click Next. If you selected the Screen Acquisition Agent, the Screen
Acquisition Agent Configuration window opens.
For operating systems (other than Windows Vista) that support personal
firewall, under Personal Firewall Configuration, select the Open
ports for screen recording check box. This is strongly recommended.
If this check box is not selected, you will need to manually open port
5600 in the computer's firewall later. On Windows Vista operating
systems, this port cannot be opened during the Desktop installation and
needs to be opened manually.
22
13 Click Next. If the Record On-Demand feature and/or the Form Designer
features were selected, the DNS Details window opens.
In the Portal field, enter the portal address. This defers per deployment
and can be one of the following servers: All-in-One Server, Hub Server,
Hub Data Access Platform Server, or Data Center Data Access Platform
Server. Depending on the server definition, you may need to provide its
alias or FQDN/DNS name. For SSL systems, make sure the provided
address is the one for which the certificate was issued. See Guidelines
for Systems Configured with SSL and/or Encrypted Media Playback on
page 9 for more information.
In the Acquisition Director field, enter the Server DNS Name of the
Acquisition Director.
In multi-acquisition systems, ensure that the local site's Acquisition
Director's DNS name is entered.
NOTE
Enter caption names for the three data fields that can be updated from
the Record On-Demand application. These captions will appear in the
Record On-Demand application only. For other Impact 360 V10
applications, the field names are defined in the Caption Editor. These
three fields are mapped to Custom Data 1, 2, and 3 respectively, unless
changed during upgrade from previous versions.
23
15 Click Next. If the IntelliScreen Agent and/or the IntelliScreen Designer were
selected as features to be installed, the IntelliScreen Details window opens.
In the IntelliScreen Agent section of the window, the default Hub Server
DNS and Internal TCP Communication Port addresses appear in the
relevant fields.
16 Make changes to the fields if necessary or leave the defaults and click Next.
The Destination Folder window opens.
17 Click Next to accept the default destination, which is C:\Program
Files\Verint\.
or
Click Browse to change the destination path. Select the new path and click OK
18 At this stage, you have provided all the information that is required for the
installation. Click Next. The Ready to Install window appears.
19 Click Next. The Updating System window opens.
20 Wait while the features are installed. When the installation is complete, the
Installation Success window opens.
21 Click Finish to complete the installation.
22 The Installer Information message appears prompting you to restart the
computer. Click Yes. The computer reboots and the installation is complete.
23 After the reboot, login as the same user you used to run the installation.
24
24 From the Start menu, select Settings > Control Panel > Add/Remove
Programs. Ensure that Impact 360 Version 10 Desktop appears in the list
of programs.
25 If required, login as a different user.
26 For customers who use the CITRIX Published Application mode and who
installed CTI Link Agent, with or without IntelliScreen Agent, enable a seamless
startup and logoff for these applications, as described below.
Enabling Seamless Startup and Logoff for CTI Link Agent (with or
without IntelliScreen Agent)
Customers who use the CITRIX Published Application mode and who installed
the CTI Link Agent application with or without IntelliScreen Agent need to update
their system processes to enable CTI Link Agent (and IntelliScreen Agent if
installed) to seamlessly start and close.
The update includes changing registry keys and must be performed on each
CITRIX server after the Impact 360 V10 Desktop installation. Follow the relevant
procedure according to the installed features:
If CTI Link Agent was installed with the IntelliScreen Agent, see the
instructions below.
If CTI Link Agent was installed without the IntelliScreen Agent, refer to the
instructions on page 26.
To enable seamless startup and logoff for CTI Link Agent with
IntelliScreen Agent:
1
From the Impact 360 Version 10 Installation CD, from the Tools\Citrix folder,
open the CitrixWithIntelliscreen.zip and copy IlaApp.cmd to the
%WINDIR%\system32 folder.
Via Notepad, open UltraApp.cmd and verify that the directory path points to
the ILA installation path, and HostedApp points to the IntelliScreen Agent
installation path. If they do point to the correct location, modify the path
accordingly.
From the Impact 360 Version 10 Installation CD, from the Tools\Citrix folder,
open the CitrixWithIntelliscreen.zip and run
InstallUltraApplicationsforsharedapp.vbs to update the following registry
keys:
HKLM\SOFTWARE\Microsoft\WindowsNT\CurrentVersion\Winlogon
\AppSetup
25
HKLM\SYSTEM\CurrentControlSet\Control\Citrix\wfshell\TWI\Logo
ffCheckSysModules
These updates add RFBAgent.exe, Ilaloginapp.exe and HostedApp.exe to the
list of executables that seamlessly started upon a user's login and then
terminated upon logoff, thus ensuring the proper functioning of the CTI Link
Agent and IntelliScreen Agent applications.
On a Citrix client that does not have an open session, run one of the
published applications.
On the Citrix server, check the session information and verify that the
RFBAgent.exe, ILALoginApp, and HostedApp processes appear in
the Windows' Task Manager.
From the same Citrix client session, run a second published application.
On the Citrix server, look at the session information and verify that the
RFBAgent.exe, ILALoginApp, and HostedApp processes do not
appear twice in the Windows' Task Manager.
On the CITRIX server, verify that the session does not end on the
CITRIX server side and that ILA, RFB, and IntelliScreen Agent continue
running.
On the client side, close the first application and verify that the session
ends on the CITRIX side and ILA, RFB, and IntelliScreen Agent stop
running.
To enable seamless startup and logoff for CTI Link Agent (without
IntelliScreen Agent):
1
From the Impact 360 Version 10 Installation CD, from the Tools\Citrix folder,
open the Citrix.zip and copy IlaApp.cmd to the %WINDIR%\system32
folder.
Via Notepad, open UltraApp.cmd and verify that the directory path points to
the ILA installation path. If not, modify the path accordingly.
26
From the Impact 360 Version 10 Installation CD, from the Tools\Citrix folder,
open the Citrix.zip and run InstallILAforsharedapp.vbs to update the
following registry keys:
HKLM\SOFTWARE\Microsoft\WindowsNT\CurrentVersion\Winlogon
\AppSetup
HKLM\SYSTEM\CurrentControlSet\Control\Citrix\wfshell\TWI\Logo
ffCheckSysModules
These updates add RFBAgent.exe and Ilaloginapp.exe to the list of executables
that seamlessly start upon a user's login and terminate upon logoff, thus
ensuring the proper functioning of the CTI Link Agent.
On a Citrix client that doesn't have an open session, run one of the
published applications.
On the Citrix server, check the session information and verify that the
RFBAgent.exe and ILALoginApp, processes appear in the Windows'
Task Manager.
From the same Citrix client session, run a second published application.
On the Citrix server, look at the session information and verify that the
RFBAgent.exe, and ILALoginApp processes do not appear twice in the
Windows' Task Manager.
On the CITRIX server, verify that the session does not end on the
CITRIX server side and that ILA and RFB continue running.
On the client side, close the first application and verify that the session
ends on the CITRIX side and ILA and RFB stop running.
27
Before using the tool to create the batch file, do the following:
Create the folder to which you want to install Impact 360 V10 Desktops on
the workstations (by default, C:\Program Files\Verint).
Create a folder for saving the created batch file (SilentInst.bat) and ensure
that the workstations can access this location.
Create the network path where the Impact 360 V10 Desktop installation file
(DesktopInstallation.msi) is to be saved and ensure the workstations can
access this location.
Log in as a user with administrative rights and insert the Impact 360 V10
Platform QM & Analytics Desktop Installation and System Utilities CD into the
CD-ROM drive.
28
After all the features required for the installation have been selected, click
Next.
If the CTI Agent feature was selected as a feature to be installed, the CTI
Link Agent Parameters window appears.
Enter the CTI Link's DNS name in the CTI Link IP/DNS field.
In the Interactive Mode drop-down list, select Yes if users do not have
a unique PC login name and the CTI does not provide agent
identification.
NOTE
This option requires each agent to log into Impact 360 V10 at the
beginning of each shift and to log off at the end of their shift.
29
Enter caption names for the three data field name fields that can be
updated from the Record On-Demand application. These captions will
appear in the Record On-Demand application only. These three fields are
mapped to Custom Data 1, 2, and 3 respectively, unless changed during
upgrade from previous versions. For other Impact 360 V10 applications,
the field names are defined in the Caption Editor.
In Record On Demand mode, select 1 to enable the Record OnDemand functionality. Otherwise, select 0.
30
Select recording method (0 for Standard or 1 for Poll Full Screen), from
the Recording Mode drop-down list.
Select the default Encoding Level (1 for low, 2 for medium, 3 for high), if
required, from the Encoding Level drop-down list.
Select the appropriate option for opening the Screen Acquisition firewall
ports, from the Firewall ports drop-down list, as follows:
NOTE
31
If the system does not support encrypted audio and screen playback, in
the Enable Encrypted Playback, select 0 and click Next. Proceed to
step 12 of this procedure.
Or, if the system supports encrypted audio and screen playback, configure
the playback of encrypted files in Window Media Player from the user's
desktop:
a
In Hub Server DNS, enter the address of the server on which the Hub
Data Access Services Platform Server resides. This defers per
deployment and can be one of the following servers: All-in-One Server,
Hub Server, Hub Data Access Platform Server, or Data Center Data
Access Platform Server. Depending on the server definition, you may
need to provide its alias or FQDN/DNS name. In any case, make sure
the provided address is the one for which the certificate was issued. See
Guidelines for Systems Configured with SSL and/or Encrypted Media
Playback on page 9 for more information.
32
12 Click Next. If the Form Designer feature was selected, the Form Designer
Parameters window appears.
13 To configure the Form Designer, enter the Impact 360 V10 Portal DNS name in
the Portal IP/DNS field. Enter the address of the server on which the Hub
Data Access Services Platform Server resides. This defers per deployment and
can be one of the following servers: All-in-One Server, Hub Server, Hub Data
Access Platform Server, or Data Center Data Access Platform Server.
Depending on the server definition, you may need to provide its alias or
FQDN/DNS name. In any case, make sure the provided address is the one for
which the certificate was issued. See Guidelines for Systems Configured with
SSL and/or Encrypted Media Playback on page 9 for more information.
33
For IntelliScreen Agent, the default Hub Server DNS and Internal TCP
Communication Port addresses appear in the relevant fields.
For IntelliScreen Designer, the Data Center Server DNS and the Internal TCP
Communication Port addresses appear in the relevant fields.
15 Accept the default values or change as required. Click Next. The Creation
Type window opens.
34
16 Select Create Batch File - for silent installation and click Next. The Batch
file information window appears.
17 Enter the folder in which you want to install Impact 360 V10 Desktops on the
workstations (by default, C:\Program Files\Verint), in the Destination folder
for the desktop installation on each workstation field.
a
35
By default, the destination of the log file is the root directory of the
C drive. But because Windows Vista cannot write directly to the
root directory of its system drive (C:\), the destination needs to be
changed, for example, to any existing folder on the drive.
If the destination of the log file is not changed or the specified
destination folder does not exit, the installation will fail.
At the end of the line, locate the /l*v C:\Log.txt /qr entry. C:\Log.txt
is the destination and name of the log file that is created during the
installation.
When installing Impact 360 V10 Desktops on Windows Vista when the
User Account Control (UAC) is enabled, make sure you are running the
installation with administrative privileges.
Log into the computer as a user with write permissions to the destination folder
(by default, C:\Program Files\Verint). This user must also have permission
to read from the directory on the network from which the installation will be
run.
36
Access the location on the network where the batch file was saved and doubleclick the SilentInst.bat file. Alternatively, to install applications without
requesting reboot at the end, use the command line to run the installation and
add the following parameter to silent installation command line:
REBOOT=ReallySuppress
The installation begins.
In Quiet Installation mode, the installation runs without displaying the wizard and the
computer automatically reboots.
In Quiet Installation with Wizard mode, the wizard is displayed and indicates the
installation progress. You are then prompted to restart the computer.
3
After the computer restarts (if you suppressed the reboot, you will need to
perform this step manually before you can proceed), log in as the same user
who ran the installation to complete the installation.
For customers who use the CITRIX Published Application mode and who
installed CTI Link Agent, enable a seamless startup and logoff for this
application. For details, refer to Enabling Seamless Startup and Logoff for CTI
Link Agent (with or without IntelliScreen Agent) on page 25.
Create a special installation file called "Transform" that includes all the
customized settings for the applications you want to install.
37
Define an organizational unit in your domain that includes all the workstations
on which you want to install Impact 360 V10 software.
Define a group policy for this organizational unit that includes the Impact 360
V10 installation and the Transform file you created.
Once all workstations have been installed, you can delete the installation files
from the Domain Controller.
To install agent workstations (to include the CTI Agent and Screen
Acquisition Agent)
Select and define the features to be installed in the same way as described in
steps 1 to 15 of the procedure in Creating the Silent Installation Batch File on
page 28.
38
When you have selected and defined features to be installed and reached the
Creation Type window, select Create Transform for group policy
distribution.
39
Under Destination folder for the Transform file, enter the path
name of the folder where the Transform file created by the tool will be
saved. You can also change the default name of the file, if required
(DesktopInstallation.mst). If you are installing Impact 360 V10 Desktops
on Windows Vista, the destination must be an existing subfolder on the
C drive.
Click Next to start the creation of the batch file. The file creation begins.
The File Completion window appears, indicating that the file creation has been
completed successfully. Click Finish to exit. The Transform file is created in the
destination folder you specified.
On the Domain Controller, create a folder. Save the entire Impact 360 V10
Platform QM & Analytics Desktop Installation and System Utilities CD root in the
folder you created.
Share the folder. In Properties dialog box's > Sharing tab, click
Permissions and grant the Domain Computers group Read rights.
Click the Security tab, and grant the Domain Computers group Read, Read
and Execute, and List Folder Contents rights.
40
then be assigned to this group of workstations, and the Impact 360 V10 Desktops
will be automatically installed next time these workstations are rebooted.
To create an Organizational Unit in the domain:
1
On the Domain Controller, open the Active Directory Users and Computers
window.
In the left pane, right-click the domain and select New, Organizational Unit.
The New Object - Organizational Unit dialog box opens.
Enter a name for the unit, such as Impact 360 V10 Workstations and click OK.
The unit appears under the domain.
Under the domain, click Computers. The right pane of the window displays a
list of all the computers in the domain.
In the File name field, type the UNC path to the location of the
DesktopInstallation.msi you saved to this computer using this computer's DNS
name and press Enter. Then select the share name and finally the
DesktopInstallation.msi.
Select the Advanced Published or assigned option and click OK. The
Impact 360 Desktop Properties dialog box opens.
10 Click the Modifications tab and click Add. The Open dialog box opens.
11 Select the Transform file you created (with the *.mst extension).
12 Click OK to close the dialog box.
41
The next time the workstations in the defined organizational unit will reboot, the
Impact 360 V10 software will be installed.
Insert the Impact 360 V10 Platform QM & Analytics Desktop Installation and
System Utilities CD into the CD-ROM drive, or access the CD off the network.
Browse to the CD, open the Desktop_Installations folder and then run the
DesktopInstallation.msi file.
Or
For Windows Vista, run the command prompt as administrator, and then run
DesktopInstallation.msi from the command prompt. For more information,
refer to Running the Desktop Installation File on Windows Vista, page 15.
The Windows Installer window briefly appears followed by the Welcome
window. The installation searches for Impact 360 V10 Desktop applications
installed on this workstation, and the Application Maintenance window
opens.
To remove a component, right-click its name and select Entire feature will be
unavailable.
To add a component, right-click its name and select Entire feature will be
installed on local hard drive.
42
In the above registry keys, <hub-das> stands for the address of the server on
which the Hub Data Access Services Platform Server resides. This defers per
deployment and can be one of the following servers: All-in-One Server, Hub
Server, Hub Data Access Platform Server, or Data Center Data Access Platform
Server.
Depending on the server definition, you may need to provide its alias or
FQDN/DNS name. In any case, make sure the provided address is the one for
which the certificate was issued. See Guidelines for Systems Configured with SSL
and/or Encrypted Media Playback on page 9 for more information.
The second method does not require that the workstation be restarted and can be
used for a simultaneous update of multiple workstations.
To update Multimedia Support Package to support encrypted playback on
multiple workstations:
Create a batch file for modifying one of the above keys and distribute the file
to the appropriate workstations.
Uninstalling Desktops
There are two methods of uninstalling desktops:
Click Start > Settings > Control Panel > Add or Remove Programs.
Select the Impact 360 Version 10 Desktop program and click Remove. The
applications will be removed.
43
When prompted to restart the computer, click Yes to reboot. The computer
reboots, and the uninstall process is complete.
For customers who use the CITRIX Published Application mode and who
installed CTI Agent, restore the initial system processes as follows:
a
From
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows
NT\CurrentVersion\Winlogon\AppSetup, remove
UltraApp.cmd from the process list.
ii.
From
HKLM\SYSTEM\CurrentControlSet\Control\Citrix\wfshell\
TWI\LogoffCheckSysModules, remove ILALoginApp.exe and
RFBAgent.exe from the process list.
iii.
44
From the Impact 360 V10 Platform QM & Analytics Desktop Installation and
System Utilities CD, and Speech Analytics for Impact 360 v7.x Desktop CD
Use this method to update Desktop applications on a separate workstation.
In Silent mode
With this method, you can update multiple remote workstations at one time.
Insert the Impact 360 V10 Platform QM & Analytics Desktop Installation and
System Utilities CD, and Speech Analytics for Impact 360 v7.x Desktop CD into
the CD-ROM drive, or access the CD off the network.
Browse to the CD, open the Desktop_Installations folder and then run the
DesktopInstallation.msi file.
Or
45
For Windows Vista, run the command prompt as administrator, and then run
DesktopInstallation.msi from the command prompt. For more information,
refer to Running the Desktop Installation File on Windows Vista, page 15.
The Windows Installer window briefly appears followed by the Welcome
window. The installation searches for Impact 360 V10 Desktop applications
installed on this workstation, and the Application Maintenance window
opens.
3
Select Remove and click Next. The Impact 360 Desktop Uninstall window
opens.
Wait while the applications are uninstalled. When the process is complete, the
Installation Success window opens.
After the reboot, log in as the same user you used to uninstall the applications.
From the Start menu, select Settings > Control Panel > Add/Remove
Programs. Ensure Impact 360 Version 10 Desktop does not appear in the list
of programs.
Prepare the Silent Installation batch file as described in Creating the Silent
Installation Batch File, page 28.
46
anew the installation will detect the previous installed applications and update
them accordingly. There is no need to install the entire package you can install
only those applications that require the update.
You can perform the upgrade of all or specific Desktop applications from the CD or
in Silent mode.
NOTES
Create the silent installation batch file as described in Creating the Silent
Installation Batch File, page 28.
Right-click anywhere on the desktop and from the drop-down list select New >
Shortcut. The Create Shortcut dialog box appears.
Type a suitable name for the shortcut, for example, Management Tools 9.3.
47
CTI Link and CTI Link Agent were previously known as IntelliLink (IL)
and IntelliLink Agent (ILA). The utility which is used to configure a
desktop to work with multiple switches still refers to CTI Link by its
former name.
A new empty row appears in which you need to enter the IP or DNS name of
the server hosting the CTI Link subsystem.
Click Save.
If you want to remove a server from the list, select CTI Link server that is no
longer required and click Delete IL IP.
After closing the application, log out of Windows and login again.
48
Enter your Impact 360 V10 user name and click OK. The icon on the status bar
changes to Log in
In order to log into Impact 360 V10, the previous agent must log off. The
logged off icon should appear in the Status Bar
Enter your Impact 360 V10 user name and click OK. The login icon now
appears as follows
icon that appears in the Status Bar and select Log off
Right-click the
from Impact 360 V10.
49
For Desktop Version C00 or newer versions (released with SP3), do the
following:
Push the following command to the workstations on which you intend to remove
the desktop application, using the code specified in the following table for the
Desktop Application Symbol:
msiexec /i {60510E36-0F74-48CA-ADC3-3E93C77C1C67} REMOVE=<Desktop
Application Symbol>
ILA
Record On-Demand
ROD
SRA
PLAY_BACK
UIS
Form Designer
FRM_DSG
50
IntelliScreen Agent
ISA
IntelliScreen Designer
ISD
51
52