Nortel Networks P0919439 manual Troubleshooting Nortel Networks Call Center Reporting

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22Installing Nortel Networks Call Center Reporting

Troubleshooting Nortel Networks Call Center Reporting

If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networks Call Center Reporting will restart with no knowledge of any Agents who are still Logged In to the Call Center, nor will it have any knowledge of any Calls which are already in progress.

The system will log Agents back in automatically if they are available to answer calls. If they are not available to answer calls they will be logged back in automatically when they become available to answer calls.

Calls that were in progress when Nortel Networks Call Center Reporting was re-started will not be recorded in the statistics. All new calls which arrive into the system once Nortel Networks Call Center Reporting has been re-started will be recorded in the statistics.

The same situation will occur if the Call Center is closed down and restarted, and Agents Log In to the Call Center before the Master Client software has been restarted.

The following procedures explain how to recover from data loss between the Call Center and the Master Client PC. For each situation, perform the steps in order.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Master Client

When starting the system for the first time, or intentionally restarting the system after a controlled power down:

1.Start the Call Center platform.

2.Start the Nortel Networks Call Center Reporting Master Client.

Note: If agents are allowed to log in before step 2 is completed, their activities before the Nortel Networks Call Center Reporting has re-started will not be recorded.

To recover from an unintentional close-down of the RDB Server:

1.Shut down Nortel Networks Call Center Reporting Master Client.

2.Ensure that the Call Center is still running.

3.Restart Nortel Networks Call Center Reporting Master Client.

4.Agents who are not currently logged into the system may now log in.

Note: If agents are allowed to log in before step 3 is completed, or if there are agents who were logged into the Call Center before the RDB Server was closed down, their activities before the Nortel Networks Call Center Reporting has re-started will not be recorded.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Multiple Client

If you have Logged In to Nortel Networks Call Center Reporting on a Multiple Client PC and the Call Center platform has been restarted, you will have to Log Out and Exit from the Nortel

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Configuring Nortel Networks Call Center Reporting Statistical SettingsWallboards Real Time InformationUpgrading from version 2.5 GA to 2.5 Feature Pack Statistical Data into Microsoft ExcelGlossary of Terms Index Page How to use this guide IntroductionHow this guide is organized 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 Using Nortel Networks Call Center Reporting Starting Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Call Center Reporting Main Window Closing the RDB Server on the Master Client PCLevel View System System Manager level onlyManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Configure window tabs CompanySkillsets Lines Agents Password Stat Time BinWallboard Wallboards Wallboard installation Wallboard configurationWallboards 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 Statistical Settings Statistical Set UpSelect Statistical Set Up Real Time tab Traffic Analysis tabPeak tab Average tabReal Time Information Real Time screensSystem level 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 StatisticsAccessing Current Reports Accessing Historical ReportsSelect Current Reports Management Reports Report Manager window FileReport 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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