Nortel Networks P0919439 manual Using Nortel Networks Call Center Reporting

Page 29

Using Nortel Networks Call Center Reporting

4

Starting Nortel Networks Call Center Reporting

1.To start the Nortel Networks Call Center Reporting Master Client, double-click on the Call Center Reporting icon on the desktop of the Master Client PC.

Note: At the same time, the RDB Server will automatically open and start to collect data from the Call Center. When the RDB Server is operational an icon in the form of a bar graph will be shown on the Windows taskbar on the Master Client PC Desktop.

RDB Server taskbar icon

Note: The first time Nortel Networks Call Center Reporting is started on the Master Client it will create Configuration Database, which is required for the RDBServer to operate correctly. Because of this, ensure that the first time you start Nortel Networks Call Center Reporting on the Master Client you start it by double-clicking on the Call Center Reporting icon on the desktop of the Master Client PC.

2.To start a Nortel Networks Call Center Reporting Multiple Client, double-click on the Call Center Reporting Client icon on the desktop of the Multiple Client PC.

Remember, for the Multiple Client(s) to operate correctly, the RDB Server on the Master Client must already be running.

Entering Nortel Networks Call Center Reporting (Log In)

Before you can access the configuration or management information you have to Log In to the system. For security, this process requires a User ID and a Password.

1.From the menu bar select Level and then click Log-In…, or

2.Click the Log In icon on the toolbar.

3.You must now enter a User ID number and Password. The ID number entered indicates which Skillsets you wish to view or administer.

To be able to access all of the Skillsets you must enter the System Manager User ID and Password. The User ID for the System Manager is 900. To restrict your

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

Image 29

Contents Return Page Table of contents Statistical Settings Configuring Nortel Networks Call Center ReportingWallboards 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 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 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 System System Manager level only ViewManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Skillsets Configure window tabsCompany Lines Agents Wallboard PasswordStat Time Bin Wallboards Wallboards Wallboard installationWallboard configuration 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 Select Statistical Set Up Statistical SettingsStatistical Set Up Traffic Analysis tab Real Time tabPeak tab Average tabSystem level Real Time InformationReal Time screens 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 ReportsSelect Current Reports Accessing Current ReportsAccessing Historical Reports Management Reports Report Report Manager windowFile 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