Nortel Networks P0919439 manual Installing Nortel Networks Call Center Reporting

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Installing Nortel Networks Call Center Reporting

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Introduction

This chapter describes installation prerequisites, how to install the Nortel Networks Call Center Reporting Master and Multiple Client software, troubleshooting tips and the folders created on the Nortel Networks Call Center Reporting Master and Multiple Client PCs.

Installation prerequisites

Before you install Nortel Networks Call Center Reporting Master Client software, you must:

1.Be familiar with the Call Center and the Windows TM operating system used by your PC.

2.Ensure that the Call Center is installed and configured.

3.Ensure that the Call Center platform is connected to, and is operational on, the Network to which the Nortel Networks Call Center Reporting Master Client PC is connected.

4.The Master Client Address has been set in the Call Center Platform, and the Call Center Reporting Software Authorization Code has been entered. (The Master Client Address is found in CallPilot Manager under Call Center, General Properties.)

The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered. You must enter either the host name or the IP address of the computer that is running the Call Center Reporting Master Client.

The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 2.5 system, or if you have purchased and enabled the Call Center Reporting Software Authorization Code. Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code.

Now you are ready to install the Nortel Networks Call Center Reporting Master Client software from the Call Center platform.

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For Windows 2000 and Windows NT PCs, you must have Administrator’s rights for the installation to be successful. If you do not have Administrator’s rights for the PC on which you wish to install Nortel Networks Call Center Reporting, contact your network or PC Administrator, and request that they install the software for you.

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Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Statistical Settings Configuring Nortel Networks Call Center ReportingWallboards Real Time InformationStatistical Data into Microsoft Excel Upgrading from version 2.5 GA to 2.5 Feature PackGlossary of Terms Index Page Introduction How to use this guideHow this guide is organized Other documents System software System OverviewOperational at all times PC requirementsOperating System Version Operating System CompatibilityPage Installation prerequisites Installing Nortel Networks Call Center ReportingTCP/IP Protocol Connection icon Configuration tab displayedChoose Destination Location window appears Master Client PC File Sharing Want to be able to give others access to my filesInstalling Nortel Networks Call Center Reporting Installing Nortel Networks Call Center Reporting Choose Destination Location window appears Applying Security to the Call Center Reporting Shared Folder Connecting to a Protected Shared Folder from a Client PC Installing Nortel Networks Call Center Reporting Troubleshooting Nortel Networks Call Center Reporting Click System Select the Environment Tab Click Control PanelAgent or Line State Colour Click the Environment Variables buttonInstalling Nortel Networks Call Center Reporting Page Starting Nortel Networks Call Center Reporting Using Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Closing the RDB Server on the Master Client PC Call Center Reporting Main WindowLevel System System Manager level only ViewManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards Select Properties Wallboard SettingsAbbreviation Description Wallboard ParametersWallboard Parameter window Wallboard Messages Wallboard Messages, Alarms and SchedulesCreating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Statistical Set Up Statistical SettingsSelect Statistical Set Up Traffic Analysis tab Real Time tabPeak tab Average tabReal Time screens Real Time InformationSystem level Real Time information System Graphical Real Time Lines System Numerical Real Time Agents Skillset levelSkillset Real Time Chart General Notes on the Real Time Displays Service StatusGeneral Notes on the Report Statistics Management ReportsAccessing Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport Viewing Reports Answered Call Report TypesAnswered Call Report Numerical View System level Incoming Call Report Abandoned Call ReportTitle Description Agent Activity Report Agent information includesAverage Time Report System Capacity Report Management Reports ALL Lines Busy Call Profile Report Agent Profile Report Summary Report Printing reports Click on Abandoned Caller ID Report… Abandoned Caller ID ReportAbandoned Caller ID Report Information displayed includes Click Configuration Report Configuration ReportPrint Schedule Management Reports Management Reports Statistical Database File Naming Conventions Location of the Statistical Database FilesLooking at the Statistical Data with Microsoft Excel Management Reports Page Upgrade Process Upgrading from version 2.5 GA to 2.5 Feature PackManagement Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index