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The Contact Center Solutions, IVR Routing, Call Accounting, and Intelligent Queue Download Center contains the following sections:
· Important Simplified Licensing changes · Installing prerequisite software · Installing Contact Center Solutions and Call Accounting software · Verifying the installation was successful · Installing optional applications (Remote Server, Webchat Server, and foreign documentation) · Installing Contact Center Solutions and Call Accounting hotfixes · Contact Center Solutions and Call Accounting Software Development Kit (SDK)
Full details on the installation of Contact Center Management, Call Accounting, and Intelligent Queue can be found in the Contact Center Management Installation Guide, Call Accounting Installation Guide, and Intelligent Queue Installation Guide.
If you have already reviewed all the changes that apply to the latest release of Contact Center Solutions and Call Accounting and are confident that your server meets all of the requirements detailed in the Before you begin and Installing prerequisite software, browse to Installing Contact Center Solutions and Call Accounting software. |
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Important Simplified Licensing changes
Obtaining new license files: With Contact Center Solutions and Call Accounting Version 5.8+, if your server has an Internet connection, you are not required to contact Customer Support to obtain new license files. When you upgrade, the server automatically communicates with the prairieFyre licensing servers to obtain the license files. In addition, an email is sent to prairieFyre Customer Support, notifying them of your current software version.
If an offline registration is required, this can be done through our new Dealer Portal. To request access to the prairieFyre Dealer Portal, follow this link: http://www.prairiefyre.com/wp-content/rscs/mitelfactssheets/PartnerPortal_DataSheet_Mitel.pdf . Alternatively, you can contact Customer Support at 613-599-0045, Option 3, or support@prairiefyre.com to manually obtain your new license files.
Simplified Licensing was introduced in
Contact Center and Call Accounting Version 5.8 and focuses primarily
on Enterprise Edition, Call Accounting, and
Intelligent Queue. Small bundling changes were made to Contact Center Business Edition, but for the most part,
it remains the same. · Four Contact Center Starter Packs · Four levels of agents · Two levels of supervisors · Three levels of IVR Routing Starter Packs · Three levels of IVR Routing Ports · Three base Intelligent Queue Routing Starter Packs · Three levels of Intelligent Queue Routing Ports · Upgrade parts · A subset of A La Carte parts
Functionality increments from Basic, to Standard, to Advanced, to Premium, with Premium being the most feature-rich option in the suite.
Call Accounting licensing now includes all features and functionality of the Call Accounting suite of products and no longer offers Subscriber Services, Resiliency, or Traffic Analysis as add-on products. Call Accounting extensions now include Call Costing, Subscriber Services, Resiliency, and unlimited Traffic Analysis on T1s and E1s. Call Accounting is supported only in North America, Latin America, Mexico, the United Kingdom, and the Netherlands.
Contact Center Management Business Edition Licensing now consists of: · A base package with five Reporting Agents, five Desktop Agents, and one Desktop Supervisor · Upgrade parts · A subset of A La Carte parts For complete details on the new Simplified Licensing model, browse to www.mitel.com, log into your MOL account, click Corporate=>Bulletins, and search for Bulletin numbers PA20100551 (part 1) and PA20100553 (part 2). A Contact Center Solutions – FAQ is also available on the Mitel Solutions Discussion Forum at http://domino1.mitel.com/internal/SolutionsForum.nsf?OpenDatabase&login. |
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You can install Contact Center Solutions, Call Accounting, and Intelligent Queue software on Windows Server 2003 or Windows Server 2008. Windows 7 is supported as an Enterprise Server operating system for Contact Center Business Edition and Call Accounting only. Ensure your operating system has the latest Microsoft Service Pack installed (right-click Computer or My Computer to determine which version of your operating system you are running). A list of the most recent Windows releases is available from Microsoft. Windows Vista and Windows 7 are supported as client operating systems.
We recommend the server on which you install Contact Center Solutions, Call Accounting, and Intelligent Queue is assigned a static IP address. Please contact your system administrator to assign your server a static IP address before continuing with the installation.
IVR Routing, available as of Contact Center Solutions Version 6.0, is included with the Contact Center Solutions installation.
NOTE: Windows 2000 and Windows Vista are not supported server operating systems.
Before you begin installing any of the prerequisites for Contact Center Management, Call Accounting, or Intelligent Queue, please ensure you have performed and reviewed the following: 1. Install the latest version of Adobe Reader. See Installing Adobe Reader. 2. Review all technology changes related to the most recent release of Contact Center Management, Call Accounting, and Intelligent Queue. See Important technology changes in this release. We also highly recommend you review all server hardware and software requirements in the Contact Center Solutions and Call Accounting System Engineering Guide. 3. Run Windows Update on the server that will become the Contact Center Management, Call Accounting, and/or Intelligent Queue Enterprise Server. See Running Windows Update. 4. Ensure .NET Framework 3.5 SP1 and .NET Framework 4.0 are installed on all server and desktop computers, including Enterprise Node remote servers that will use Contact Center Management, Call Accounting, and/or Intelligent Queue applications. See Installing .NET Framework 3.5 SP1 and Installing .NET Framework 4.0. 5. If you are running Windows Server 2008, disable User Account Control. See Disabling User Account Control, 6. Disable Data Execution Prevention. See Disabling Data Execution Prevention. 7. Review the Contact Detailed Release Notes for the latest release. See Browser-based downloads. 8. Review the prairieFyre Knowledge Base for recent information or hot fixes pertinent to the version of Contact Center Solutions and/or Call Accounting and Microsoft software you are about to install. See prairieFyre Knowledge Base. 9. Register your software with prairieFyre Software. See Registering your software with prairieFyre Software.
Adobe Reader is required to view all Contact Center Solutions and Call Accounting documentation.
If you do not have Adobe Reader installed, you can download it from Adobe.
Important technology changes in this release
There have been several key technology changes for Contact Center Solutions and Call Accounting in Version 6.0. We highly recommend you review all of the following technology changes before installing or upgrading Contact Center Solutions or Call Accounting Version 6.0.
The following technology changes have been made for Version 6.0 · Contact Center Enterprise and Business Edition and Call Accounting now support o Mitel MCD 5.0 (required for several key Version 6.0 features) o Windows 7 (as an Enterprise Server for Contact Center Business Edition and Call Accounting) o SQL Server 2008 R2 and SQL Server 2005 SP4 o 64-bit servers o Internet Explorer 9 (for all Contact Center Solutions and Call Accounting web-based applications) o Microsoft Windows Small Business Server 2011 (as a Contact Center Solutions and Call Accounting Enterprise Server) o Mitel OAI 10.20 for Mitel 5000 and Axxess telephone systems o Multi-port MultiModem iSMS modems (for use with Multimedia Contact Center) o CRM 2011 (for the CRM Connector)
In addition: o .NET Framework 4.0 is now required for all Contact Center Solutions and Call Accounting applications o The Salesforce.com Connector now uses Salesforce.com CTI Toolkit Version 3.02 to integrate Contact Center Solutions with Salesforce.com
· Contact Center Enterprise and Business Edition and Call Accounting no longer support o Contact Center Solutions High Availability o Mitel SX-2000 o Mitel SX-200 support for Interactive Contact Center, Intelligent Queue, Workforce Scheduling, and Multimedia Contact Center o Verint call recording o Sun Ray Solutions o Windows Small Business Server 2003 o Windows XP Pro o Microsoft Office 97 o Microsoft Office 2000 o MSDE o Windows Server 2000
Contact Center Enterprise and Business Edition and Call Accounting now require .NET Framework 3.5 SP1 and .NET Framework 4.0 installed on all servers, remote servers, and client computers.
Please review the full details for hardware and software requirements in the Contact Center Solutions and Call Accounting System Engineering Guide before you proceed with the installation.
The steps to run Windows Update vary based on your operating system:
To run Windows Update on Windows Server 2008 1. Click Start=>Windows Update. 2. Click Install updates. 3. When the installation is complete, click Restart Now.
To run Windows Update on Windows Server 2003 1. Click Start. 2. Right-click My Computer and click Properties. 3. Click the Automatic Updates tab. 4. After Install updates from the, click Windows Update Web site. The Microsoft Windows Update Web site will open. 5. Click Express. The Microsoft Windows Update Web site will display a list of high-priority updates. 6. Click Install Updates. 7. When the installation is complete, click Restart Now.
Installing .NET Framework 3.5 SP1
NOTE: Installing .NET Framework 3.5 SP1 may take a considerable amount of time. Ensure you give yourself sufficient time to complete this installation before proceeding.
.NET Framework 3.5 SP1 should be automatically installed when you run Windows Update. You can verify that .NET Framework 3.5 SP1 is installed from Control Panel=>Add or Remove Programs (Windows Server 2003) or Control Panel=>Programs and Features (Windows Server 2008).
If you do not have .NET Framework 3.5 SP1 installed, you can download it from Microsoft, prairieFyre (web), or the prairieFyre (FTP).
You must manually install .NET Framework 4.0 on all client computers, remote servers, and WebChat servers. If you are installing Contact Center Management on a server that is connected to the Internet, .NET Framework 4.0 will be automatically downloaded and installed on the Enterprise Server. Otherwise, it must be manually installed. You can download and install the .NET Framework 4.0 Installer from http://www.microsoft.com/download/en/details.aspx?id=17851.
Disabling User Account Control
To disable User Account Control in Windows Server 2008 1. Click Start=>Control Panel. 2. Click User Accounts. 3. Click Turn User Account Control on or off. 4. If you are prompted with a User Account Control security warning, click Continue. 5. Deselect the Use User Account Control (UAC) to help protect your computer check box and click OK. 6. Click Restart Now.
Disabling Data Execution (DEP) Prevention
The steps to disable Data Execution Prevention vary based on your operating system:
To disable Data Execution Prevention on Windows Server 2008 1. Click Start=>Run. 2. Type cmd and click OK. 3. In the command prompt, type bcdedit.exe /set {current} nx AlwaysOff and click Enter. If Data Execution Prevention is successfully disabled, you will receive a The operation completed successfully message. 4. Restart the computer.
To verify the status of Data Execution Prevention on Windows Server 2008 1. Click Start=>Run. 2. Type cmd and click OK. 3. In the command prompt, type wmic OS Get DataExecutionPrevention_SupportPolicy and click Enter. The command prompt will return a number that maps to the status of Data Execution Prevention, as defined by the following table.
To disable Data Execution Prevention on Windows Server 2003 1. Click Start=>Control Panel=>System. 2. Click the Advanced tab. 3. Under Startup and Recovery, click Settings. 4. Under System Startup, click Edit. The Boot.ini file opens in Notepad. Depending on the computer configuration, you will have a /’NoExecute=OptIn or /’NoExecute=OptOut entry in the file. 5. Change the /’NoExecute=OptIn or /’NoExecute=OptOut entry to /NoExecute=AlwaysOff. 6. Click File=>Save and close Notepad. 7. Click OK. 8. Click OK. 9. Restart the computer.
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Installing prerequisite software
Before you can install Contact Center Solutions and Call Accounting software, the following prerequisite software and Windows components must be installed and configured in the following order: 3. Windows Powershell (required only if you will use any variant of SQL Server 2008) 4. Windows Installer 4.5 (required only if you will use any variant of SQL Server 2008) 5. SQL Server 2005 or 2008 (Express Edition or greater) 6. MSMQ 7. IIS
.NET Framework 3.5 SP1 should be automatically installed when you run Windows Update. You can verify that .NET Framework 3.5 SP1 is installed from Control Panel=>Add or Remove Programs (Windows Server 2003 and XP) or Control Panel=>Programs and Features (Windows Server 2008). If .NET Framework 3.5 SP1 is in the list of installed programs or features, there is no need to install it again.
If you do not have .NET Framework 3.5 SP1 installed, you can download it from Microsoft, prairieFyre (web), or the prairieFyre (FTP).
You must manually install .NET Framework 4.0 on all client computers, remote servers, and WebChat servers. If you are installing Contact Center Management on a server that is connected to the Internet, .NET Framework 4.0 will be automatically downloaded and installed on the Enterprise Server. Otherwise, it must be manually installed. You can download and install the .NET Framework 4.0 Installer from http://www.microsoft.com/download/en/details.aspx?id=17851.
If you use any variant of SQL Server 2008, you must install Windows Powershell. Windows Powershell is included on Windows Server 2008 by default, but it must be enabled before you can use it. For Windows Server 2003, you must download and install Windows Powershell manually. The steps to install Windows Powershell vary based on your operating system:
To enable Windows Powershell on Windows Server 2008 1. Click Start=>Administrative Tools=>Server Manager. 2. In the left pane, click Features. 3. Click Add Features. 4. Under Features, select Windows PowerShell and click Next. 5. Click Install. When the installation is complete, click Close.
To install Windows Powershell on Windows Server 2003 1. Browse to Microsoft. 2. Click Download. 3. Click Run. 4. Follow the instructions in the installation wizard to complete the installation.
If you use a variant of SQL Server 2008, you must install Windows Installer 4.5. To install Windows Installer 4.5 1. Browse to Microsoft. 2. If you are running Windows Server 2008, after Windows6.0-KB942288-v2-x86, click Download. If you are running Windows Server 2003, after WindowsServer2003-KB942288-v4-x86, click Download 3. Click Run. Follow the instructions in the installation wizard to complete the installation.
Before you install Contact Center Management, Call Accounting, and/or Intelligent Queue, you must install SQL Server 2005 or 2008 Express Edition or greater.
NOTE: SQL Server 2005 and 2008 Express Edition can store 4 GB of data. You must run SQL Server 2005 or 2008 Standard Edition or greater if you need to store more than 4 GB of data. For data storage examples and SQL Server guidelines, see “Determining your SQL Server requirements” in the Contact Center Solutions and Call Accounting System Engineering Guide.
You can download SQL Server 2005 or 2008 Express Edition for free from the links below: · SQL Server 2008 Express Edition Download from
o
Microsoft
·
SQL Server 2005 Express Edition
If you are installing SQL Server 2008, ensure you adhere to the following best practices: · When the SQL Server Installation Center Dialog opens, click Installation to begin installing SQL Server 2008. If this is the first time you are installing SQL Server 2008, click New SQL Server stand-alone installation or add features to an existing installation. If you are upgrading from SQL Server 2000 or 2005, click Upgrade from SQL: Server 2000 or SQL Server 2005. · Once the installation wizard opens, on the Feature Selection window, ensure you click Select All to select all features. · On the Instance Configuration window, ensure you give the SQL Server instance a unique name that is not already in use. If you use the Default instance name and receive an error saying the instance name is already in use, try renaming the SQL Server instance. · On the Server Configuration window, ensure you provide a local server administrator account name in the Account Name fields and have the service Startup Type fields set to Automatic. · On the Database Engine Configuration window, on the Account Provisioning tab, ensure you specify a local server administrator in the Specify SQL Server administrators pane. If the current user has local administrator privileges on the server, click Add Current User.
Microsoft Message Queuing (MSMQ)
NOTE: You may require your Windows operating system installation CD or i385 file in order to proceed with this section of the installation.
The steps to install MSMQ vary based on your operating system:
To install MSMQ on Windows Server 2008 1. Click Start=>Administrative Tools=>Server Manager. 2. In the left pane, click Features. 3. Click Add Features. 4. Under Features, select Message Queuing and click Next. 5. Click Install. 6. When the installation is complete, click Close.
To install MSMQ on Windows Server 2003 1. Click Start=>Control Panel=>Add or Remove Programs. 2. Click Add/Remove Windows Components. 3. Select the check box for Application Server. 4. Click Details. The Application Server window opens. 5. Select the check box for Message Queuing. 6. Click Details. The Message Queuing window opens. 7. Clear the check box for Active Directory. 8. Click Ok. 9. Click Ok. 10. Click Next. The Windows Component Wizard opens and installs MSMQ. 11. Click Finish.
NOTE: Windows 7 is supported as an Enterprise Server operating system when used in conjunction with Business Edition or Call Accounting only. 1. Click Start=>Control Panel=>Programs and Features. 2. Click Turn Windows features on or off. 3. Expand Microsoft Message Queue (MSMQ) Server, expand Microsoft Message Queue (MSMQ) Server Core, and then select the check boxes for the Message Queuing features that you want to install. 4. Click OK. 5. If you are prompted to restart your computer, click OK to complete the installation.
To verify that the MSMQ is installed on Windows Server 2008 1. Click Start=>Administrative Tools=>Server Manager. 2. In the left pane, click Features. If Message Queuing is installed, it will appear under Features Summary in the list.
To verify that the MSMQ is installed on Windows Server 2003 and Windows 7 1. Click Start=>Control Panel=>Administrative Tools=>Computer Management. 2. Expand Services and Applications. If Message Queuing is installed, it will appear in the list.
NOTE: You may require your Windows operating system installation CD or i385 file in order to proceed with this section of the installation. The steps to install IIS vary based on your operating system:
To install IIS on Windows Server 2008 1. Click Start=>Administrative Tools=>Server Manager. 2. In the left pane, under Server Manager, click Roles. 3. Under Roles Summary, click Add Roles. 4. Under Roles, select Web Server (IIS). 5. Click Next. 6. Click Next. 7. Ensure the following role services are selected and click Next. o Static Content o Default Document o Directory Browsing o HTTP Errors o HTTP Logging o Request Monitor o Request Filtering o Static Content Compression o Security
o Application Development
o Management Tools
o IIS 6 Management Compatibility
8.
Click
Install. To install IIS on Windows Server 2003 1. Click Start=>Control Panel=>Add or remove programs. 2. Click Add/Remove Windows Components. 3. Select the Application Server check box. 4. Click Details. The Application Server window opens. 5. Select the check box for Internet Information Services (IIS). 6. Click Ok. 7. Click Next. 8. Click Finish.
NOTE: Windows 7 is supported as an Enterprise Server operating system when used in conjunction with Business Edition or Call Accounting only. 1. Click Start=>Control Panel=>Programs and Features. 2. Click Turn Windows features on or off. 3. In the Windows Features dialog box, click Internet information Services and click OK. 4. If you are prompted to restart your computer, click OK to complete the installation.
Once you have satisfied all of the prerequisites detailed on this web page, continue to Installing Contact Center Solutions and Call Accounting Software. |
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Installing Contact Center Solutions and Call Accounting software
This section is divided into the following subsections: |
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Follow the links provided in the tables below to install the latest version of Contact Center Solutions, Call Accounting, and Intelligent Queue software. Historical releases that are still covered by software assurance agreements can be downloaded from the Release archive
Clicking Web Download will download Contact Center Solutions, Call Accounting, and/or Intelligent Queue using hypertext transfer protocol (http). Clicking FTP Download will download Contact Center Solutions, Call Accounting, and/or Intelligent Queue using web browser-based file transfer protocol (ftp).
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The following table contains historical versions of Contact Center Solutions, Call Accounting, Intelligent Queue, and vApps (Virtual Appliances) software that are still covered by software assurance agreements and available for download.
Clicking Web Download will download Contact Center Solutions, Call Accounting, Intelligent Queue, and/or vApps using hypertext transfer protocol (http). Clicking FTP Download will download Contact Center Solutions, Call Accounting, Intelligent Queue, and/or vApps using web browser-based file transfer protocol (ftp).
NOTE: Only install a service pack if it applies to the main version of Contact Center Solutions, Call Accounting, and/or Intelligent Queue that you are running. For example, do not install Version 5.4 SP2 on a server running Version 5.6.
Once you have downloaded Contact Center Management, Call Accounting, Intelligent Queue, and/or vApps, proceed to Installation overview. |
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Full details on the installation of Contact Center Management, Call Accounting, and Intelligent Queue can be found in the Contact Center Management Installation Guide, Call Accounting Installation Guide, and Intelligent Queue Installation Guide.
There are two installation scenarios: first-time installation or upgrade. · If you are installing Contact Center Solutions or Call Accounting software for the first time, see “Installation overview” in the Contact Center Management Installation Guide, Call Accounting Installation Guide, and Intelligent Queue Installation Guide. · If you are upgrading from a previous version of Contact Center Solutions or Call Accounting software, see “Upgrading to Contact Center Management/Call Accounting/Intelligent Queue” in the Contact Center Management Installation Guide, Call Accounting Installation Guide, and Intelligent Queue Installation Guide. Client computers are automatically sent updates after the Enterprise Server has been updated.
Before you install Contact Center Management, Call Accounting, and/or Intelligent Queue and supporting applications, ensure you have enough available space on the Enterprise Server hard drive for the installation, the data files, and the database. To ensure adequate space for installing and subsequent running of the application, we recommend 10 GB of free disk space if you install on the system (C:\) drive. If you install on a drive other than the system drive, you require approximately 1 GB on the System (C:\) drive and 9 GB on the installation drive. You should plan for the growth of data files and the database accordingly. For detailed specifications, see the Contact Center Solutions and Call Accounting System Engineering Guide.
Contact Center Management, Call Accounting, and Intelligent Queue software is packaged inside self-extracting executable files. When a file is extracted, it will save to a default location. It is highly recommended that you do not change the default extraction location.
The Contact Center Management / Call Accounting install wizard installs the following prerequisites and supporting applications before it begins the installation: · Visual C++ Redist 2010 RTM Runtime Libraries (x86) · Visual C++ 2010 RTM Runtime Libraries (x86) · Microsoft Visual Studio 2008 Report Viewer · Microsoft SQL Server System CLR Types · Microsoft SQL Server 2008 Management Objects · Microsoft WSE 3.0 Runtime · MiXML Server Edition · Mitel Contact Center Solutions Watch Dog Service · Microsoft Component Checker
Once you have successfully completed the installation wizard, we recommend you verify the installation was successful. See Verifying the installation was successful. |
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Verifying the installation was successful
Full details on how to verify the installation of Contact Center Management, Call Accounting, and Intelligent Queue was successful can be found in the “Verifying the installation was successful” section of the Contact Center Management Installation Guide, Call Accounting Installation Guide, and Intelligent Queue Installation Guide.
To verify the Contact Center Management / Call Accounting installation was successful 1. Start Contact Center Management / Call Accounting, using the default username _admin and password _password. 2. Verify that your Enterprise Server IP address and IP port numbers are correct. 3. Start Contact Center Client. The Network Monitor will be running. Verify that ACD/Agent Shift and SMDR data is streaming (SMDR only for Call Accounting). 4. If you want Network Monitor to be open and running whenever you open Contact Center Client, enable the Remember my credentials check box. NOTE: After you install the Contact Center Management software, by default only administrators and power users can access and make changes to Network Monitor. They can change security restrictions to permit additional users to access Network Monitor.
To verify the Intelligent Queue installation was successful 1. Ensure all services required for Intelligent Queue are running. 2. Ensure ports have been configured on the telephone system using the Port Configuration Tool. 3. Ensure ports are assigned to port groups. See "Managing port groups: updated position in queue, messaging, callback, and recording ports" in the Mitel Contact Center Solutions User Guide. 4. Run the Intelligent Queue Port Tool.
Once you have verified the installation was successful, you can begin configuring your Contact Center Management / Call Accounting Enterprise Server and/or your Intelligent Queue Server. For complete details on how to configure and manage Contact Center Management, Call Accounting, and Intelligent Queue components, see the Contact Center Solutions User Guide and Call Accounting User Guide or help files, available from www.mitel.com, www.prairiefyre.com, or the Help=>Documentation menu of the Contact Center Management / Call Accounting website, or the Intelligent Queue help menu.
If you need to install optional applications, such as Remote or Webchat Server software, proceed to Installing optional applications. If you require access to Contact Center Solutions and Call Accounting Stored Procedures or SQL Views, proceed to Contact Center Solutions and Call Accounting SDK
Installing optional applications
The following tables contain the following Contact Center Solutions and Call Accounting optional applications: · Remote Server · Remote Server x64 · Webchat Server · Foreign Language Pack (for translated documentation) · Mitel Bootstrapper Self Extractor
Clicking Web Download will download Contact Center Solutions, Call Accounting, and/or Intelligent Queue using hypertext transfer protocol (http). Clicking FTP Download will download Contact Center Solutions, Call Accounting, and/or Intelligent Queue using web browser-based file transfer protocol (ftp).
Remote Collector, Remote Multimedia Contact Center Services, Remote IVR Service, Updater Service, and Wallboard Service are included with the Remote Server installation.
NOTE: Only install an optional application if it applies to the main version of Contact Center Solutions, Call Accounting, and/or Intelligent Queue that you are running. For example, do not install Version 5.6 Remote Server if your Enterprise Server is running Version 5.8.
Installing Contact Center Solutions and Call Accounting hotfixes
The following table contains links to Contact Center Solutions, IVR Routing (Version 6.0+), and Call Accounting hotfixes that contain encrypted Mitel software and are not available from the prairieFyre Software Knowledge Base.
Contact Center Solutions and Call Accounting SDK
The following table contains links to the latest versions of the Contact Center Solutions and Call Accounting Software Development Kit tools: CTI Developer Toolkit, Stored Procedures, and SQL Views.
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