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"Setup cannot continue because some of the system files are out of date on your system".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