Index 91
Index
A
Abandon Time Bins, 64 Abandoned Call Report, 64 Abandoned Caller ID Report, 75 Abandoned calls, 37, 41, 43, 54, 73, 75, 87 Accessing Current Reports, 58
Adding a Wallboard, 39 Adding lines, 34, 35, 36 Agent Activity Report, 66 Agent Profile Report, 72 Agent Status, 7, 50, 56
Agents, 7, 22, 36, 41, 43, 44, 45, 46, 50, 51, 53, 54, 55, 64, 66, 68, 70, 72
Alarm conditions, 39 Alarm Threshold, 46 Answer Time Bins, 62 Answered Call Report, 62, 63 Assigning Wallboard, 40 Average tab, 50
Average Time Report, 67
B
Break Time, 54, 56, 67, 68, 72
Business Communications Manager Call Center, 5, 6, 7, 12, 88
Buzzer, 40, 41, 43, 45, 46
C
Calendar, 24, 58, 59
Call Center performance, 41, 51, 57, 71, 73 Call Center platform, 7, 8, 11, 12, 22, 23,
33, 34, 35, 36
Call Center, the, 7, 11, 27, 29, 35, 39, 50, 57, 66
Call Profile Report, 50, 71 Call queue, 7, 37, 43, 45, 50, 52 Call Waiting Alarm, 50
CallPilot 10/150, 5, 6, 7, 14, 18, 85, 86 Changing configuration, 28, 33 Changing Wallboard Schedule, 47 Changing Wallboard settings, 39 Closing the RDB Server, 29
Closing the user interface, 30 Configuration of lines, 35, 36 Configuration Report, 77 Configuration window, 30 Connecting Wallboard, 39 Creating Wallboard alarm, 45 Creating Wallboard message, 44 Creating Wallboard Schedule, 46 Critical threshold, 45
Current Reports, 58
D
Daily reports, 60
Default Log In password, 37 Deleting Wallboard Alarm, 46 Deleting Wallboard messages, 44 Deleting Wallboard schedule, 47 DHCP, 40
Documentation, 6, 39
E
Editing Wallboard alarm, 46 Editing Wallboard messages, 44 Editing Wallboard Schedule, 47 Erasing Wallboard messages, 44 Exiting, 28, 30
F
Feature card, 7
Feature Pack 1, 85
File sharing, 15
Folders on PC, 12, 14, 15, 16
Forgotten password, 37
G
Grade of Service, 41, 43, 50, 54, 56, 65, 73 Graphical format, 51, 60, 62, 75
H
Hardware, 5
Help Topics, 31, 61
Historical reports, 58
Issue 07 | Nortel Networks Call Center Reporting Set Up and Operation Guide |