Pre-installation

Arrange a POP3 capable email account.  Without this account ConsolQ will only be able to send emails.  Emails will not be received.

Installation Date

Installed by

Server location/ details

Back up data base      " IMPORTANT"

Back up ConsolQ web folder     "IMPORTANT"

Install the email server:
Note if you do not have all your email settings you will not be able to run the email services.

From the email server directory on the CD run "set up"

Click OK

use default directory and click the large button

Click continue

Click OK

After set up you will find a ConsolQ Email Server shortcut in Start Programs.  If you want the server to start automatically make a copy of the shortcut and place in the Start programs/ Start up directory. 

Unfortunately we do not run the email as a service at this time.  If this is an issue for management of your server you can run the email client on as PC but you then need to map drives.

BUT DO NOT RUN THE EMAIL SERVER AT THIS TIME!!

Run ConsolQ DB Updater from the DB Updater directory

This program will modify the tables of the existing data base for ConsolQ. 

For versions  prior to 3.2 it will also migrate the legacy SCR data to the new custom forms structure.

Complete details – IP/DNS or machine Name, Data Base name, Data base User ID and Data Base Password.
Click Save.
Click UPDATE. Wait while process runs – time depends on size of data base.

One of our clients had this error situation:

"Setup cannot continue because some of the system files are out of date on your system". It stalls on the file "MSVBVM60.DLL" then states click OK if you want setup to update these files. We clicked OK then the server reboots (screen shots are attached). Then we run the setup.exe again and still receive the same error. 

Note you need VB6 Runtime for the latest version of ConsolQ updater  to run.

Once this has completed Close the window.

Copy in new pages

After DB update process has been run copy the new pages into the appropriate directory.  Copy the contents of the ConsolQ directory from the CD to the existing ConsolQ directory:

eg. c:\inetpub\wwwroot\consolq

Right click My computer

Choose Manage

Expand Services and Applications

Click “Services”

Sroll to World Wide Web publishing service and click the STOP Service button on the tool bar.

Browse to the ConsolQ Components directory.

Delete consolq.dll

Then copy the new consolq.dll from the CD folder Components Update into that directory and register the new dll (You may have previously installed register dll right click.  If you have, right click on consolq.dll and choose “register library”.

Restart the World Wide Web publishing service by clicking the PLAY button on the tool bar in the management screen.

Copy the file aspsmartupload.dll to the ConsolQ components directory and register as per above.

Copy the aspsmartuploadutil.dll to the C:\windows directory. (Note DO NOT need to register this .dll)

Add these two lines to the "params.inc" in the ConsolQ web folder.
(Ensure that the paths specified reflect the actual directories and locations on your system)



FileSavePath="c:\inetpub\wwwroot\ConsolQ\upload\filestorage\"
DataDumpFolder="c:\inetpub\wwwroot\ConsolQ\DataDump"
---------------------------------

place the above lines between the tags as illustrated below...
<%

Other params here
Other params here

Other params here
Other params here

FileSavePath="c:\inetpub\wwwroot\ConsolQ\upload\filestorage\"
DataDumpFolder="c:\inetpub\wwwroot\ConsolQ\DataDump"

%>

NOTE YOU MUST INCLUDE THE BACKSLASH at the end of filestorage\ otherwise directories will not be created.

Login to ConsolQ – it will look a bit different

Click SYSTEM on the ConsolQ web browser and choose ConsolQ settings.  Here you need to complete all email configuration items as per the on-screen instructions. Click UPDATE.

Run the ConsolQ email server. Click the short cut that was created in the installation previously.Settings must be completed as follows:

Click "Tools" then "Settings"

Type in “data base server address, IP or DNS”

“Data base name”

userid

Password

Modify “check interval to suit requirements” eg 60 sec.  This is the polling interval for emails.

Check allow auto updates if desired (recommended). This will allow bug fixes and new functionality to be automatically pushed to your system via email from wheresmary.  Note firewall restrictions may need to be modified to allow this to occur.

File save path note this is the same file path used to originally  configure consolq C:\inetpub\wwwroot\consolq\upload\filestorage\

This path can be found in your ConsolQ directory within the params.inc file. 

Check "auto start".  When checked the email server will start checking for emails as soon as the email server is started.  if you do not check this box when the email service is started it will not check for emails until you select "Start".

Click Save.

Then START

RED to GREEN INDICATOR MEANS IT IS WORKING.

A timeout error will occur if there is no POP3 account configured. Multiple instances of ConsolQ can occur off the one installation.  There must be a configured POP for each. 

or phone 0433 833 775

Infrastructure

Connection to data base

Active X controls

Write permissions for nominated directories 

FrontPage Server extensions 

ConsolQ application – at a client workstation

Web services through browser
Type URL into Web Browser

Verify Login Page
 

Login as Call Centre Admin 

Configure SMTP

Create a Call No Device
 

Create a Custom Form
 

Print Custom Form
 

Go back to call and create a New Task No Device
 

Open a task and create a new service note
 

Attach a file (eg. Word document, .pdf, image) to a Task
 

Verify access to file

If you cannot access the filw check that there is a backslash at the end of the file save path per below:

FileSavePath="c:\inetpub\wwwroot\ConsolQ\upload\filestorage\"
 

Create a solution from a service note” (within a task)
 

Verify Viewing and update of solution into knowledgebase.
 

Check View - Call Summary
 

Check View - Audit Trail
 

Check View - Close/Edit
 

Create a Device
(eg. Printer or other item used by the supported system)

Modify Device details 

Create a Call with Device
 

Check Ping/Traceroute
 

Create New Task with Device for same call
 

Check Ping/Traceroute
 

Create New Call/ Add a New User
(Creates a new user and a call at the same time)

Add a New User
 

Add a New Staff Member
***Ensure a password is set***

Re-allocate a task and SCR from existing staff member to a newly created staff member.

Check that task removed from original staff member
 

Check that task appears for new staff member
 

Create new Phone Call
(Records general phone calls that do not generate a call/ task)

Check Search Calls

( Enables staff to find a call from a call status enquiry)

Create a broadcast message – type message and set ‘selected’ to YES  (Notifies all ConsolQ users of a supplied message – eg system down time)

View broadcast message from My Tasks 
 

Edit broadcast message and set ‘selected’ to NO
 

View absence of broadcast message from My Tasks
 

Create a new Event in System Status

Type message, Show event = Yes

(Events are a way of giving detailed system status updates particularly during system downtime – it saves calls to the help Desk)

Change Status by clicking “All Events”, select the event, and select “Yes or No” in the Show or Hide field.

Check event still showing in All events/System status
 

Check event not showing in System status.
 

Close a task.  Should disappear from MY TASKS.

Close a call. Status should of call.

Verify call is closed using Search, type in caller or call number or user ID and choose “Closed”
Click on entry to verify call details

Browse Phone List for user details/ email etc.
 

Staff Whereabouts
(Shows call centre staff availability)

From My Tasks Type info re: whereabouts and click I am out and type in a location

Verify Staff Whereabouts  List status
 

From My Tasks Type click I am in
 

Verify Staff Whereabouts List status
 

Test client Call Progress

(available to all staff in organisation)

From login page click Customer Name

Type in details and find call

Click to view call summary

View Last 5 events

View “Last 20 Calls (Still Open)'
(This screen is available to your clients and may prevent some calls when there are major service problems)

Search the knowledge base

(Some users might help themselves)

Email

Email Functionality
Create a group

Remove a member from a Group
 

Remove a Group
 

To check CONSOLQ Receives an email

Send ConsolQ an email from Outlook, Groupwise etc. Also attach a file to the email.  (use POP3 email address) configured for ConsolQ

Users with access privilege level 5 and above should see an email arrive in the top menu box.

Click the email box – you will go to a review screen of incoming emails.  From this screen you can directly review a file attachment if present. Test complete.  To process the email click on the desired message and follow instructions in the user guide for email.

 AUTOREPSOND:
If autorepsond has been configured after creating a call from the received email check that the response is received by the sender.  The returned email will include call details, and the response configured in ConsolQ.

To check consolQ can send an email from a task

Using the call created above. – go to the task.

Go to the attachment and click email – send to desired recipient – check received.

Go back to the task: click “email new service note” Type in some text, click send, select desired recipient and send. Check to see email received.

To ConsolQ can send a custom form

Back in the task: Change the category to SCR. Click “update”.  A new option at the right will appear “Activate SCR Custom Form”. Click that link” type in some text in some of the boxes. Click submit. Then click SCR Custom Form. Click link “email this document” Select recipient and send.  Check to see that custom form is received.

Delete functionality

From the call created above go to the task and at bottom of page check delete task.

To delete the call – copy the call number  - go to System – Delete Call. Paste call number into field and click delete. Confirm. Check call is no longer in system.

Reports

Run preconfigured reports from menu. Note will need some calls, tasks etc to be meaningful. 

Finalisation and handover

Client workstations have Internet Explorer v 4.0 or above and access to network

Create hyperlink short cut for distribution to nominated staff
 

Distribute short cut to users or put link to ConsolQ on intranet.

Test back ups

Remove test data from DB

Hand over to administrator

Support

Email:
Contact@wheresmary.com.au
 

User training material – see http://www.wheresmary.com.au/ConsolQManual/ConsolQ_user_guide_front.htm
 

Installation Date
  

Installed by
  

Server location/ details
  

Pre-installation

Web Server and DB server

(if different, check both machines)

Server/s available
 

512 MB RAM recommended (each)
 

Storage (An initial 500 MB disk space is recommended)
 

Web services (IIS 3 or above) installed
 

Retrieve and note IP address(s).
Ensure IP = static

SQL Server installed
 Version =

FrontPage extensions installed
 Version =

Check and record OS Service Pk level
 

Backup available eg. Tape
 

Nominated management workstation for data base management.  This machine will have the ConsolQ data base management tool installed.  It can be the same as the ConsolQ machine.

Optional – create a DNS entry for target server
 

Supply desired logo for printed forms eg. logo or other
 

Configuration items for data base configuration –
(See User Guide Administration)

Check pre-installation steps complete
Nb. No reboot should be necessary for software installation.

Pre-installation
Check and log CPU/ Memory utilisation

 CPU              %  

 RAM             %

Data Base

Restore Data Base to SQL Server.
 

From SQL Server Enterprise manager create user help with the password help.
Select the target data base server from the security folder. Right click on logins
Choose new login
In the name field type help
In the centre of the form select SQL Server Authentication and type help into the password field.
Click OK
You will be asked to confirm the password.
Type help into the confirm password field
Click OK

(This username/password is also used for ConsolQ administrator tool)

Right click data bases,
All tasks,
Restore Database
Select From device
Restore as Data Base = Help
Select Devices
Add
Browse to Data Base back up file
Click OK (4 times)

Click Users of the Help Data Base. If there is a user called help already there left click and hit Delete
Then Right click on Users
Select new data base user
Select help from the Login name dropdown
Set that user as DB Owner by clicking the check box.
Click OK
 

Licenses - All new installations come preconfigured with initial licenses.
 

Create First Call Centre Admin.  Username and password Supplied by email.
 

Set DB Growth to 2%
 

Create DB Maintenance Plan
 

Advise backup Methodology (recommend to Tape, delete older than 7 days) 

Install Register Right Click.
Browse to ConsolQ directory.
Open the components folder
Open the register dll right click folder
Right click on dllocxreg.inf
Select install

Go back to the Components directory
To register all components
Right click on each dll and choose Register Library
Click OK for each registration
4 .dll in total to register as follows
ConsolQ.dll

Fileupload.dll

Jmail.dll

Voltotre.dll

Open IIS management consol.

1. In your Web site, right-click the folder or virtual folder containing your web site.
2. Choose Properties from the pop-up menu, and then click the Home Directory or Virtual Directory tab.
3. Click Configuration, and then click the Options tab.
4. Select Enable Parent Paths, and then click OK. 

Web Site/Page Config

Configure DB server address to reflect data source in
Params.inc &
Nologinparams.inc 
Open Params.inc with Notepad. In the line beginning with mydsn replace the word "yourserver" with the name or IP address of your data base server.

Repeat this for the file nologinparams.inc

Using My Computer browse to ConsolQ Directory and set:
 

Right Click components, select Properties, select Security

Add button and type or select “Everyone"

click OK.  With "Everyone" selected click "Full Control"
Click OK

Repeat for "DataDump" Directory " to “Everyone Full Control”
 

Repeat for "Upload\FileStorage" Directory to "Everyone Full Control” 

Set directories in "upload\attachfiledo.asp" and Reports\CallsByCallType.asp
Please note this only needs to be done if non standard drive and directories are used (c:\inetpub\wwwroot\consolq)

Go to System/Call Centre Settings.
Configure all mail system settings. Refer to User Guide Administration.
 

Install Client Admin Tool

In the Client App directory double click setup.exe
Click OK
You will be presented with an install dialog - click the large square button to install.
Click continue
installation will proceed.
Click OK on completion.
A shortcut will appear in Start Programs = ConsolQ Client Admin Tool
Run the program.

Click Tools, Settings
Type server name
Database

UserID/Password (help/help)

Click save

On the main screen you will see a login box. This is your ConsolQ Username/Password (initial supplied by email).

You can change this from ConsolQ web application.

When you login you will see 2 buttons:
Address book import (for Novell Groupwise only)
List management - select list tab and follow instructions on screen.  See Administration in ConsolQ User Guide for examples.
 

Click the short cut to run the program.

click the settings button.

Type in the server name, User ID/password (help/help)

In the file save path C:\inetpub\wwwroot\consolq\upload\filestorage\

Post installation
Check and log CPU/ Memory utilisation

CPU              %    

RAM             %