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How to Run Active Call Center as a Service

Active Call Center can be run as a service for answering inbound calls under Windows NT, Windows 2000, and Windows XP. Running Active Call Center as a service provides several layers of fault tolerance for improved reliability:

  1. The primary layer of fault tolerance is built into the Active Call Center call processor. It prevents many types of errors that can occur during calls from stopping the system. This layer is active regardless of whether Active Call Center is run as a service or not.
  2. A secondary layer of fault tolerance is provided by the operating system when Active Call Center is run as a service. The operating system can monitor the Active Call Center service for errors, and in the event of a fatal crash, it can reboot the system and restart the service.
  3. The final layer of fault tolerance is provided by the ACCService application. It actively monitors the call processor and will reboot the system if detects that the call processor has locked up and a fatal error has not been generated.

The presence of multiple layers of fault tolerance should not lead to the conclusion that Active Call Center is a fault-tolerant application. We have made Active Call Center the most reliable application that we can, but we provide absolutely no guarantees as to its performance. Read the license agreement for more details.

Setting up Active Call Center to Run as a Service

Step 1. Select a Call Tree and Call Log to use with the ACCService.

A Call Tree and Call Log to use with the service must be selected in order for the service to work. To set these values, choose Tools ... Voice Telephony Settings ... Service Settings from Active Call Center.

Step 2. Configure Service Settings in Windows Control Panel.

From the Windows Taskbar, choose Start ... Settings ... Control Panel ... Administrative Tools ... Services. Right-click Active Call Center Call Monitor and choose properties. If necessary, get help from a system administrator to set the appropriate service properties. For best results, we suggest using the Local System account with the Interact with Desktop setting selected. We also recommend using automatic startup, however this may fail on some systems and will require a workaround as detailed below.

Running the service with automatic startup and reboot on error will maximize uptime. Unfortunately, we have found that some systems will not answer the line properly in automatic startup mode. In this case, the following workaround must be applied to have automatic startup of the service:

Workaround When Active Call Center Fails to Run Correctly as a Service

Step 1. Set the Service to Manual Startup.

From the Windows Taskbar, choose Start ... Settings ... Control Panel ... Administrative Tools ... Services. Right-click Active Call Center Call Monitor and choose properties. Change the startup type to Manual.

Step 2. Setup System for Auto Logon.

Refer to Microsoft support document Q234562 for instructions: http://support.microsoft.com/default.aspx?scid=kb;EN-US;q234562.

Step 3. Insert the the Service in Startup Group.

Add the following command to the startup group:

net start ACCService

See Also

Auto Start/Stop and Scheduling Topics

How to Start Monitoring Automatically on Power-Up

How to Schedule Monitoring and Dialing Tasks

How to Close the Call Monitor from an Inbound Call

How to do a Timed Delay During a Call