Nortel Networks P0919439 manual Click the Environment Variables button, Agent or Line State Colour

Page 26

24Installing Nortel Networks Call Center Reporting

In Windows 2000 the environment variables can be accessed as follows

1.Click Start

2.Point to Settings

3.Click Control Panel

4.Click System

5.Select the Advanced Tab

6.Click the Environment Variables button

Statistical Calendar showing in a different Language than the rest of Call Center Reporting

If you see the calendar within Call Center Reporting in a different language to the rest of Call Center Reporting (for example, you might have selected German at installation time, and the calendar is showing in English), this section will help you to correct the problem.

The calendar is a Microsoft supplied component, held in a file called MSCAL.OCX.

It is available in various languages. If Call Center Reporting has been installed once in a given language, subsequent installs of other languages might not overwrite this file with the version required for your language.

To install a different language on top of a previous language version of Call Center Reporting, it might be necessary to delete or (rename to something like OLDMSCAL.OCX) the previous MSCAL.OCX file from the Windows\System32 (or WINNT\System32) folder, before performing the installation.

Also note that Microsoft Office loads a version of the MSCAL.OCX file into \Program Files\Microsoft Office\Office. If you have Office in one language and Call Center Reporting in another, Windows will use the Office version of the MSCAL.OCX in favour of the Call Center Reporting supplied one.

Windows Socket Upgrade for Windows 95 PCs

If you are using a PC running Windows 95 (version B or later) and you have difficulties connecting to the Call Center Platform or see sporadic or slow updates to the Nortel Networks Call Center Reporting Real Time screens, you may require an upgrade for the Windows Sockets components for your PC.

Download the W95ws2Setup.exe file from the following Microsoft World Wide Web site: http://www.microsoft.com/windows95/downloads/contents/wuadmintools/s_wunetworkingtools/ w95sockets2/default.asp.

Graphical Real Time colours not displaying in their default colours

The Real Time screens use the following colours to represent the various Line and Agent states:

Agent or Line State	Colour
Incoming	Green
Outgoing	Yellow

Nortel Networks Call Center Reporting Set Up and Operation Guide

Issue 07

Image 26

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