Nortel Networks P0919439 manual Tcp/Ip

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Glossary of Terms 89

	The Not Ready State is shown as Grey in the Real Time Screens. If
	an Agent has been Not Ready in excess of the Not Ready Duration
	Threshold he is displayed in Red.
Outgoing State	For a Line: The Line is in use on an Outgoing Call.
	For an Agent: The Agent is engaged on an Outgoing Call.
	The Outgoing State is shown as Yellow in the Real Time Screens. If
	an Agent has been on an Outgoing Call in excess of the Outgoing Call
	Duration Threshold he is displayed in Red.
RDBServer	The module within the Nortel Networks Call Center Reporting
	application which communicates to the Call Platform and writes Call
	Center statistics to the reports databases.
Real Time	Information is available at System Manager level and at Skillset Level
	that displays the current states of the System or Skillset Lines and
	Agents. This information is refreshed approximately every 3 seconds.
	These displays are called the Real Time Screens.
	Additionally, information can be displayed on hardware and software
	TCP/IP enabled wallboards, to provide Real Time information to the
	Call Center Agents.
Stat Time Bins	A collective term for the Abandoned Time Bins and the Answered
	Time Bins.
TCP/IP	Transmission Control Protocol/Internet Protocol:
	A protocol developed by the US Department of Defense for
	communications between computers. It has become the de facto
	standard for data transmission over networks, including the Internet.
	TCP and IP are transport and address protocols; TCP is used to
	establish a connection for data transmission, and IP defines the
	method for sending the data in packets.
Title	A string of text displayed on the top line of a wallboard. This restricts
	the wallboard to being able to display 3 parameters only.
Upload	The Skillset, Agent and Line information is not manually entered in
	the Nortel Networks Call Center Reporting configuration, it is
	Uploaded from the Call Center.
Waiting State	For Line only: The Line has a call queuing on it that cannot be
	distributed to the Agents in the Skillset.

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 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