Nortel Networks P0919439 manual How to use this guide, Introduction, How this guide is organized

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How to use this guide

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Introduction

This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks Call Center Reporting.

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Nortel Networks Call Center Reporting is common to both the Business Communications Manager 2.5 and the CallPilot 100/150 Call Center systems. On these platforms the software is simply referred to as Nortel Networks Call Center Reporting, and this is how it is referenced within this document.

Use this guide as an ongoing reference. This chapter tells you what to expect as you read this guide and how information in this guide is presented.

How this guide is organized

The Nortel Networks Call Center Reporting Set Up and Operation Guide is organized according to the following chapters:

How to use this guide — provides a brief overview identifying the organization of this guide.

System Overview — describes the overall functionality of Nortel Networks Call Center Reporting, provides a package checklist and explains the software involved.

Installing Nortel Networks Call Center Reporting — describes installation prerequisites and how to install the Nortel Networks Call Center Reporting Master Client and the Nortel Networks Call Center Reporting Multiple Client software. This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Nortel Networks Call Center Reporting.

Using Nortel Networks Call Center Reporting — describes starting to use Nortel Networks Call Center Reporting, including Logging In and Out, and the use of the RDB Server. This chapter also explains the menu options that appear on the PC screen.

Configuring Nortel Networks Call Center Reporting — describes how to enter company details, how to view, upload and change Line, Skillset and Agent information, and how to assign Passwords for the Skillsets. This chapter also explains how to set the statistical time bins (for use in the management reports) and how to change your password.

Wallboards — describes how to configure Nortel Networks Call Center Reporting to drive Wallboard displays. This chapter also explains the use of Wallboard messages, Wallboard alarms and Wallboard schedules.

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