Nortel Networks P0919439 manual Upgrading from version 2.5 GA to 2.5 Feature Pack, Upgrade Process

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Upgrading from version 2.5 GA to 2.5 Feature Pack 1

Introduction

These instructions outline the procedure required to successfully upgrade from version 2.5 GA of Nortel Networks Call Center Reporting to version 2.5 Feature Pack 1 (known as FP1).

•These instructions cover both the Nortel Networks Call Center Reporting Master Client (commonly known as the ‘Master’) and Nortel Networks Call Center Reporting Multiple Client (commonly known as the ‘Client’).

•These instructions apply to Nortel Networks Call Center Reporting whether used in conjunction with the CallPilot 100/150 platform or the Business Communications Manager platform.

When it is uninstalled Nortel Networks Call Center Reporting purposely leaves some files behind. These files contain the statistical data which has been gathered by the system as it has been used, and the configuration data files, which contain the settings and preferences that have been supplied by the user and which are used to determine the behaviour of the application.

These files are left on the hard disk to make it easy to uninstall and re-install the same version of Nortel Networks Call Center Reporting. (You may wish to do this if some application files have been deleted in error, or if a patch version is being installed). The statistical files can either be removed, or they can remain. Note that only the Master PC will contain statistical files. Client PCs do not collect statistical data.

Upgrade Process

In broad terms the upgrade process is:

1.Close down Nortel Networks Call Center Reporting MIS and the RDBServer.

2.Uninstall the Nortel Networks Call Center Reporting version 2.5 GA.

3.Install Nortel Networks Call Center Reporting version 2.5 FP1.

!

Make sure that the Nortel Networks Call Center Reporting application (and, on the Master PC, the RDBServer) have been closed down before you start the upgrade process.

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 Files Looking 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