Nortel Networks P0919439 manual System Overview, System software

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System Overview 7

System Overview

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Introduction

Nortel Networks Call Center Reporting is a Windows® software application that provides Real Time statistics and comprehensive management information on the day-to-day performance of your Business Communications Manager 2.5 or CallPilot 100/150 Call Center system.

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Within this document the phrase ‘the Call Center platform’ is used to refer to either the Business Communications Manager 2.5 or the CallPilot 100/150 hardware, and the phrase ‘the Call Center’ is used to refer to the Call Center application running on that platform. The platforms are only referenced specifically by name in areas of this document describing the installation of the Call Center Reporting application software, on Pages 13, 14, 17 & 18.

Nortel Networks Call Center Reporting helps you manage the peaks and troughs in call traffic. The following Real Time information is available:

•Call waiting times

•Queue length (that is, the length of the queue of calls waiting to be answered in your Skillset).

•Agent status

Nortel Networks Call Center Reporting:

•Provides a comprehensive range of management reports that has information critical for accurate business planning

•Has the ability to support multiple Wallboards which can be individually configured to display the information that the agents require

System software

The software that sends data to Nortel Networks Call Center Reporting is integral to the Call Center and the Call Center platform. The Nortel Networks Call Center Reporting software has two separate components: the user interface (known as the Graphical User Interface or GUI) and the RDB Server.

The user interface is used to configure Nortel Networks Call Center Reporting and to view the management information.

One PC on your network must be running the Nortel Networks Call Center Reporting Master Client software (known as the Master Client). This is the PC which communicates with the Call Center application. The Master Client PC gathers information (called event data) from the Call

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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 InformationUpgrading 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 System System Manager level only ViewManagement-Info WindowHelp 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 Traffic Analysis tab Real Time tabPeak tab Average 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