This document is meant to give ARCS® users assistance in selecting the hardware, network and phone lines to be used with the ARCS system.  There are many ways to configure an ARCS system so please contact us if you have any questions or special requirements.  It should be noted that not all users will require all the components listed.

Computers:

• ARCS Client – All ARCS users will have at least one ARCS Client Workstation.  This machine must run Windows XP.  One ARCS Client Workstation at each location will be designated the Master ARCS Workstation and needs to have a full version of MS Access 2003 installed.  The Master ARCS Workstation also needs to have PCAnywhere (or other acceptable remote control software) installed so that we can access the machine for support and upgrades.  The performance of ARCS is highly dependent on the processor speed and amount of memory installed in the ARCS Client Workstation.
• SQL Server – For installations with more than 24 telephone lines you should have a separate SQL Server.  Even for smaller systems you should consider a separate machine for SQL  Server.  This machine will typically have MS SQL Server 2005 and COM+ packages installed.  The size and capacity of this machine will vary greatly from user to user and we would expect to be consulted when configuring this machine.  Once again, performance is directly related to the speed of the processor and the amount of memory installed.  We also recommend that the disks on this machine be mirrored or in a Disk Raid Array and that an adequate backup system be installed.
• ARM Line Client – This is the machine that manages the phone lines for the IVR component of the ARCS System.  For installations of less than 24 lines, SQL Server and COM Server can be installed on this machine.  Since this machine will have Dialogic telephony cards installed (to manage the phone lines), some care must be used in selecting the actual machine to make sure that it has the correct type of PCI slots and that there is adequate room for the types of Dialogic cards that are to used.  This machine must run XP Pro or more recent versions of Windows. 
• ARCS Web Server – This machine typically runs Windows 2003 server or a more recent version of Windows with MS IIS installed.  At some customer sites IIS may be loaded on the SQL Server or ARM Line Client machine.  This is based on anticipated usage of the ARCS Web option and Real-Time Study Info.
• Recording Studio – This is the machine where you make IVR recordings.  It requires Windows XP or a more recent version of Windows.  Although this machine does not require a lot of processing speed or memory, it may require a significant amount of disk space (assuming it is where you store your recording files).  The ARCS Recording Kit will be installed on this machine.  The ARCS Recording Kit includes the VfEdit software, a 4 line Dialogic card and a line simulator.  This machine must have a PCI slot available for the Dialogic card. 
• ARM Alert – ARM Alert can share a machine with the Recording Studio.  If that is not possible or desirable then a machine with a similar configuration to the Recording Studio machine must be provided.
• Fax/Email – Depending on the number of faxes and/or emails anticipated, this software can also share a computer with the Recording Studio and ARM Alert.  This machine will require an email client it you want to send emails and a fax modem(s) to send faxes.  It is best to consult with us in order to get this machine configured correctly.

Network:

• We recommend a MS Windows based network but we do have installations using Novell.
• All the above mentioned machines must be accessible to each other via your network.  There are certain shares that must be established so that ARCS can automatically copy files between the various machines.
• We highly recommend that the ARCS machines be physically connected to the same network switch.  Since ARCS works in a Client-Server environment the performance for the entire system is dependent on the performance and configuration of your network.
• We need remote access, typically using PCAnywhere, to the Master ARCS Workstation, the SQL Server and the ARM Line Client machines.  It is best for both the customer and MSG if this can be done high-speed via the internet instead of a modem.  We can provide assistance in setting up PCAnywhere via the internet and make recommendation to secure the connection.

Phone Lines:

• All phone lines should be typically set up in an ascending hunt group.  This means that when your main number is dialed the first available line, starting at line one, will be the one that answers.  For instance if a call is received and line one of the hunt group is busy, line two will ring.  When the next call comes in, if line one is available it will ring.
• If you are getting an analog system we suggest that you use POTS lines, directly from the phone company central office.  If you want you can use analog extensions (they MUST be analog, not regular PBX extensions) off your PBX.  In most cases this works fine.  In some cases it may require us to “tune” the system to recognized tones from your PBX.  In some cases we may not be able to recognize tones used by your PBX and you will have to get POTS lines from the telephone company.
• If you are using T1 (digital) lines these must be configured for DTMF, E&M wink start, and D4 AMI line coding.  We currently support 10 digit ANI and 4 digit DNIS but this can be easily changed.
• We do support SOME ISDN line protocols but do not recommend them if you will be using IVR outbound.  If you are thinking about using ISDN you should call us to discuss.