Nortel Networks P0919439 manual Lines

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4.Enter the new password in the New Password field. The Password must be a 3 digit number between 100 and 999.

5.You must re-enter the Password in the Confirm Password field.

6.Click OK.

Lines

Select this tab to upload or view the details of your Call Center lines.

Note: Nortel Networks Call Center Reporting only gathers data from the Call Center system. The configuration does not affect the operation of the Call Center system. Line details changed at this point are for reporting purposes only.

Uploading the Line information from the Call Center platform

1.Click the Lines tab.

2.Click the Upload button.

3.The Config Update dialog appears, and the Line configuration information is transferred from the Call Center platform to the Nortel Networks Call Center Reporting application, and added to the configuration database of the Master Client PC. The name of the line currently being added to the configuration database is displayed as a means of tracking the upload progress (the Config Update dialog is shown on page 36).

4.The transfer of information to the Nortel Networks Call Center Reporting is practically instantaneous. The progress indicator is actually showing the information being written into the configuration database. During this period the Nortel Networks Call Center Reporting application is operating as normal; it is still tracking Agent and Line activity and recording these activities into the statistical database, and doing so using the newly transferred information.

5.When the upload is completed, the word Finished appears in the Config Update dialog, and the OK button becomes available (non-greyed out). (See page 58.)

6.Click OK.

Note: Target Lines which are programmed into the Call Center do not need to be transferred to Nortel Networks Call Center Reporting. If you perform an Upload action when you have some Target Lines programmed into the Call Center, you will see that only the non-Target Lines are transferred to Nortel Networks Call Center Reporting. This is normal.

Issue 07

Nortel Networks Call Center Reporting Set Up and Operation Guide

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Contents Return Page Table of contents Statistical Settings Configuring Nortel Networks Call Center ReportingWallboards Real Time InformationStatistical Data into Microsoft Excel Upgrading from version 2.5 GA to 2.5 Feature PackGlossary of Terms Index Page Introduction How to use this guideHow 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 Starting Nortel Networks Call Center Reporting Using Nortel Networks Call Center ReportingEntering Nortel Networks Call Center Reporting Log Select Level and click Log-Out & Exit… Closing the RDB Server on the Master Client PC Call Center Reporting Main WindowLevel System System Manager level only ViewManagement-Info WindowHelp Page Configuring Nortel Networks Call Center Reporting Company Configure window tabsSkillsets Lines Agents Stat Time Bin PasswordWallboard Wallboards Wallboard configuration Wallboard installationWallboards 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 Set Up Statistical SettingsSelect Statistical Set Up Traffic Analysis tab Real Time tabPeak tab Average tabReal Time screens Real Time InformationSystem 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 Historical Reports Accessing Current ReportsSelect Current Reports Management Reports File Report Manager windowReport 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