Nortel Networks P0919439 manual Table of contents

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Table of contents

How to use this guide	5
Introduction	5
How this guide is organized	5
Other documents	6
System Overview	7
Introduction	7
System software	7
PC requirements	8
Operating System Compatibility	9
Installing Nortel Networks Call Center Reporting	11
Introduction	11
Installation prerequisites	11
Installing Nortel Networks Call Center Reporting Master Client software	12
TCP/IP Protocol	12
Checking whether The Windows Networking Component Is Installed	12
Installing Nortel Networks Call Center Reporting Master Client from a Business
Communications Manager 2.5	13
Installing Nortel Networks Call Center Reporting Master Client
for a CallPilot 100/150 Installation	14
Master Client PC File Sharing	15
Installing Nortel Networks Call Center Reporting software onto
additional PCs	17
Installing Nortel Networks Call Center Reporting Multiple Client from a
Business Communications Manager 2.5	17
Installing Nortel Networks Call Center Reporting Multiple Client for a
CallPilot 100/150 Installation	18
Applying Security to the Call Center Reporting Shared Folder	19
Troubleshooting Nortel Networks Call Center Reporting Installation	21
Troubleshooting Nortel Networks Call Center Reporting	22
Folders created on the Call Center Reporting Multiple Client PCs	25
Using Nortel Networks Call Center Reporting	27
Starting Nortel Networks Call Center Reporting	27
Entering Nortel Networks Call Center Reporting (Log In)	27
Exiting Nortel Networks Call Center Reporting Master Client (Log Out)	28
Closing the RDB Server (on the Master Client PC)	29
Call Center Reporting Main Window	29
Level	29
View	30
System (System Manager level only)	30
Management-Info	30
Window	30

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Real Time Information Configuring Nortel Networks Call Center ReportingStatistical Settings WallboardsUpgrading 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 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 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 Window ViewSystem System Manager level only Management-InfoHelp Page Configuring Nortel Networks Call Center Reporting Configure window tabs CompanySkillsets Lines Agents Password Stat Time BinWallboard Wallboards Wallboard installation Wallboard configurationWallboards 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 Settings Statistical Set UpSelect Statistical Set Up Average tab Real Time tabTraffic Analysis tab Peak tabReal Time Information Real Time screensSystem 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 Current Reports Accessing Historical ReportsSelect Current Reports Management Reports Report Manager window FileReport 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