Nortel Networks P0919439 manual TCP/IP Protocol

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12Installing Nortel Networks Call Center Reporting

Installing Nortel Networks Call Center Reporting Master Client software

Nortel Networks Call Center Reporting Master Client software automatically creates a folder called \Program Files\Nortel Networks\Call Center Reporting on the installation drive of the Master Client PC. This folder contains the application files used by Nortel Networks Call Center Reporting Master Client. It also contains the Call Center Reporting configuration database.

Another folder is created on the hard disk drive of the Master Client PC, inside the folder mentioned above. The second folder is called \Program Files\Nortel Networks\Call Center Reporting\Stats, and contains the stored statistical data. This folder is not created on the Multiple Client PCs.

Do not rename, move or delete these folders (although you may need to change the Network Share Name of the \Program Files\Nortel Networks\Call Center Reporting folder: see page 16).

Note: Before Nortel Networks Call Center Reporting will operate correctly, you must enable the Call Center Reporting Software Keycode. For Software Keycode information, refer to the Software Keycode Installation Guide.

TCP/IP Protocol

The Call Center platform and Nortel Networks Call Center Reporting use the industry standard TCP/IP protocol for communication between the Call Center and the Nortel Networks Call Center Reporting Master Client PC, and also for communication between the Master Client PC and the Multiple Client PC(s). This means the Windows Network component is required for all Nortel Networks Call Center Reporting Client PCs, both for the Master Client and for the Multiple Clients.

The Nortel Networks Call Center Reporting installation process does not install the Windows Network component. For instructions on installing the Windows Networking component, refer to your network or Windows documentation.

Checking whether The Windows Networking Component Is Installed

To check that the Windows Network component is set up properly on a PC in order for it to operate as a Nortel Networks Call Center Reporting Master or Multiple Client PC, the following steps must be performed:

Note: If your company has a network administrator, check with your administrator before changing any network configuration parameters.

1.Start the Windows system on the PC that will have the Nortel Networks Call Center Reporting Client application installed.

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Wallboards Configuring Nortel Networks Call Center ReportingStatistical Settings Real Time InformationGlossary of Terms Index Upgrading from version 2.5 GA to 2.5 Feature PackStatistical Data into Microsoft Excel Page How this guide is organized How to use this guideIntroduction Other documents System Overview System softwarePC requirements Operational at all timesOperating System Compatibility Operating System VersionPage Installing Nortel Networks Call Center Reporting Installation prerequisitesTCP/IP Protocol Configuration tab displayed Connection iconChoose Destination Location window appears Want to be able to give others access to my files Master Client PC File SharingInstalling 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 Control Panel Click System Select the Environment TabClick the Environment Variables button Agent or Line State ColourInstalling Nortel Networks Call Center Reporting Page Entering Nortel Networks Call Center Reporting Log Using Nortel Networks Call Center ReportingStarting Nortel Networks Call Center Reporting Select Level and click Log-Out & Exit… Level Call Center Reporting Main WindowClosing the RDB Server on the Master Client PC Management-Info ViewSystem System Manager level only WindowHelp Page Configuring Nortel Networks Call Center Reporting Skillsets Configure window tabsCompany Lines Agents Wallboard PasswordStat Time Bin Wallboards Wallboards Wallboard installationWallboard configuration Wallboard Settings Select PropertiesWallboard Parameters Abbreviation DescriptionWallboard Parameter window Wallboard Messages, Alarms and Schedules Wallboard MessagesCreating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Select Statistical Set Up Statistical SettingsStatistical Set Up Peak tab Real Time tabTraffic Analysis tab Average tabSystem level Real Time InformationReal Time screens Real Time information System Graphical Real Time Lines Skillset level System Numerical Real Time AgentsSkillset Real Time Chart Service Status General Notes on the Real Time DisplaysManagement Reports General Notes on the Report StatisticsSelect Current Reports Accessing Current ReportsAccessing Historical Reports Management Reports Report Report Manager windowFile Viewing Reports Report Types Answered CallAnswered Call Report Numerical View System level Abandoned Call Report Incoming Call ReportTitle Description Agent information includes Agent Activity ReportAverage Time Report System Capacity Report Management Reports ALL Lines Busy Call Profile Report Agent Profile Report Summary Report Printing reports Abandoned Caller ID Report Click on Abandoned Caller ID Report…Abandoned Caller ID Report Information displayed includes Configuration Report Click Configuration ReportPrint Schedule Management Reports Management Reports Location of the Statistical Database Files Statistical Database File Naming ConventionsLooking at the Statistical Data with Microsoft Excel Management Reports Page Upgrading from version 2.5 GA to 2.5 Feature Pack Upgrade ProcessManagement Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index
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