Nortel Networks P0919439 manual Wallboard Alarms

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Sending Wallboard Messages

A Message can be sent manually to a Wallboard at any time.

1.From the Message tab, click and highlight the Message you want to send.

2.Click Send.

Note: If the Message is sent from the System level, then after clicking Send, a dialog box will open with the option to send the Message to either the System Wallboard only, or to All Wallboards. Click the option required.

3.Click OK to sent the Message.

Wallboard Alarms

A Wallboard Alarm can be set up so that when a specific Parameter reaches a critical threshold either a Message is sent to the Wallboard or, if no Message is required, the alarmed Parameter on the Wallboard will flash. Wallboard Alarms can be used to alert your staff of a critical condition such as too many calls in the Skillset call queue or too many Agents in the not ready state. An audible Buzzer accompanies Wallboard Alarms if this option is configured in the Wallboard Settings tab.

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If the alarm condition is still true following an alarm from Norstar Call Center Reporting being sent to the wallboards, a new alarm is sent. If you have configured the alarm to send a scrolling message then you will not be able to see the actual parameter values on the wallboard as these are cleared before the message is scrolled. Repeated alarm messages will obscure the parameter values for the duration of their scrolling. If this is happening on your site and you do not wish it happen then you can configure static alarms. These are ‘blinking’ alarms without messages. Remember: if the alarm sends a wallboard message, once the configured alarm threshold has been met, the wallboard will not display stats until the alarm condition is no longer met and the alarm message disappears.

Creating a Wallboard Alarm

1.From the main menu, click Management-Info.

2.From the drop down menu select Wallboard. The Wallboard window will open.

3.Click the Alarm tab. This will show any Alarms that have been previously created.

4.Click New.

5.From the drop down menu option titled Parameter, select the Parameter that you want to use as the alarm trigger.

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 WallboardsGlossary 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 Window ViewSystem System Manager level only Management-InfoHelp 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 Average tab Real Time tabTraffic Analysis tab Peak 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