Main
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Contents
Contact Center Solutions
Contact Center Concepts
Contact Center Planning and Management
Getting Started
Services and Database Administration
Configuration
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Real-time Monitors
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Reports
Forecasting
Data-mining
Data Collection
Interactive Contact Center
Interactive Visual Queue
Contact Center PhoneSet Manager and Contact Center Softphone
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Contact Center Screen Pop
Flexible Reporting
Intelligent Queue
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Workforce Scheduling, Schedule Adherence, and Employee Portal
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Traffic Analysis
Multimedia Contact Center
Contact Center Management Enterprise Node
CTI Developer Toolkit
Salesforce.com Integration
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Contact Center Solutions
Whats new in Version 5.7 SP1?
Interactive Contact CenterAgent group presence enhancements
ACD license violation notifications
Support for Personal Identification Number (PIN) protection
Reporting enhancements
Email alarm enhancements
Soft phone enhancements
Workforce Scheduling enhancements
Employee Portal enhancements
Contact Center Enterprise Edition and Contact Center Business Edition
Licensing
About this user guide
Chapter 1 Contact Center Solutions
Chapter 2 Contact Center Concepts
Chapter 3 Contact Center Planning and Management
Chapter 5 Services and Database Administration
Chapter 6 Configuration
Chapter 7 Real-time Monitors and device control
Chapter 8 Reports
Chapter 9 Forecasting
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Chapter 21 Enterprise Node
Chapter 22 CTI Developer Toolkit
Chapter 23 Salesforce.com Integration
Locating the latest versions of our guides
Document conventions
UI syntax
Italics
Bold
Required and optional software components
Required components
Optional components
Client Component Pack
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Contact Center Concepts
Automatic Call Distribution (ACD)
Understanding ACD call flow
Figure 2-1 Call flow
Monitoring the call flow process
Routing calls
Figure 2-2 Call routing
Dialing an agents extension
Dialing a queue
Overflowing calls
Figure 2-3 Multiple queue routing
Interflowing calls
The inbound call environment
Predicting call arrivals
Understanding caller tolerance
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Contact Center Planning and Management
Figure 3-1 Planning cycle
Step #1 Establish a corporate service objective
Understanding the Service Level
Understanding why the Service Level is the most meaningful statistic
Figure 3-2 Service criteria
ASA
Abandonment
Choosing a Service Level goal
Understanding Quality of Service
Monitoring call handling techniques
Defining scoring parameters
Setting performance standards and goals
Monitoring systems and tools
Silent monitoring systems
IT support systems
CTI
ANI
DNIS
Automating help desk workflow
Step #2 Collect data
Collecting data on call handling
Step #3 Forecast the Call Load
Forecasting accurately
Conducting forecasts
Step #4 Calculate the resources required
Predicting agent requirements
Understanding Erlang C
Limitations of Erlang C
Considerations when predicting resource requirements
Performing what-if scenarios
Understanding the relationship between agents and trunks
Delay
Agent Load
Trunk Load
Understanding Erlang B
BHT
GOS
Predicting trunk requirements
Figure 3-3 Estimating the trunk requirement
Step #5 Schedule agents
Understanding the Shrinkage Factor
Calculating the Shrinkage Factor
Figure 3-4 Calculating the Shrinkage Factor
Optimizing schedules
Scheduling split shifts
Staggering shifts
Staggering breaks
Routing calls to optimize coverage
Employing ACD enterprise call routing
Scheduling considerations
Measuring scheduling accuracy
Scheduling agents with workforce management tools
Step #6 Determine contact center costs
Breaking down expenses
Anticipating growth
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Getting Started
Registering Contact Center Management
Activating Contact Center Management
Updating license files on the Enterprise Server
Setting up Contact Center Management on the Enterprise Server
Setting up Contact Center Management on client computers
Starting Contact Center Management
Viewing multiple Contact Center Management sessions
Installing the latest version of Client Component Pack
Installing Client Component Pack using an administrative procedure
Installing the prerequisite software
Locating the client_setup.exe and extracting Client Component Pack.msi
Performing the MSI procedure for the administrative installation
Running the silent installation
Using Client Role Selector to select your Contact Center Client role
Running client role selector
Disabling the IE security warning
Setting up user preferences
Specifying your language preference
Specifying the number of records displayed on a page
Changing your password
Viewing security role properties
Configuring email contacts
Adding email contacts
Adding contact groups
Setting up the SMTP Mail Server for report distribution
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Services and Database Administration
Specifying enterprise maintenance functions
Backing up data
Backing up .xml files
Backing up SQL Server data files
Understanding SQL Server recovery models
Backing up Enterprise Server configuration data
Backing up raw telephone system data files
Management Console
Opening Management Console
Figure 5-1 Management Console
Configuration
Updating server IP addresses
Importing configuration data
Converting SX-2000 assignment forms to .txt files
Figure 5-2 Hyperterminal-Path Assignments Form
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Figure 5-5 Text file
Importing configuration data into the YourSite database
Maintenance
Running the maintenance routine immediately
Summarizing data
Support
Creating an Enterprise Server support package
Creating a client support package
Viewing contact information
System
Controlling services
Converting data files
Converting Callview and Contact Center Suite data
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Chapter 6 Configuration
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Configuration
Table 6-1 Configuration outline Item
Contact Center Management website
YourSite Explorer
YourSite database application areas
Enterprise setup
Figure 6-1 Enterprise structure
Starting Contact Center Management
Configuring enterprise settings
Configuring the Enterprise Server IP address
Configuring enterprise maintenance functions
Configuring email alarms
Adding sites
Configuring the SMTP Mail Server
Configuring smart algorithms for sites
YourSite Explorer
Starting YourSite Explorer
Searching
Paging
Filtering
Customizing the user interface
Minimizing aspects of the user interface
Selecting the first record of each list
Changing the order of the columns
Changing column options
Grouping device criteria by column headers
Making multiple changes
Changing the YourSite Explorer view
Adding media servers
3300 IP Communications Platform (ICP)
SX-200 ACD (for 17 Release 4.0 and greater with real-time option enabled)
Mitel 5000/Axxess
SX-2000 UCD (Uniform Call Distributor)
Adding a 3300 ICP media server
Adding a 3300 ICP media server in YourSite Explorer
Configuring location settings for a 3300 ICP in YourSite Explorer
Configuring data collection settings for a 3300 ICP in YourSite Explorer
Configuring data summary options for a 3300 ICP in YourSite Explorer
Configuring MiTAI options for a 3300 ICP in YourSite Explorer
Configuring Network Monitor settings for a 3300 ICP in YourSite Explorer
Configuring call recording
Adding a 3300 ICP media server in the Contact Center Management website
Configuring data collection settings for a 3300 ICP in the Contact Center
Configuring data summary options for a 3300 ICP in the Contact Center
Configuring MiTAI options for a 3300 ICP in the Contact Center
Configuring Network Monitor settings for a 3300 ICP in the Contact
Adding an SX-200 ACD media server
Configuring data collection settings for an SX-200 ACD
Configuring data summary options for an SX-200 ACD
Configuring Network Monitor settings for an SX-200 ACD
Adding a 5000/Axxess media server
Configuring location settings for a 5000/Axxess
Configuring data summary options for a 5000/Axxess
Configuring data collection settings for a 5000/Axxess
Configuring Network Monitor settings for a 5000/Axxess
Adding an SX-2000 UCD media server
Configuring data collection settings for an SX-2000 UCD
Configuring Com port traffic data collection settings
Configuring FTP traffic data collection settings
Configuring data summary options for an SX-2000 UCD
Configuring Network Monitor settings for an SX-2000 UCD
Adding an SX-2000 ACD media server
Configuring data collection settings for an SX-2000 ACD
Configuring data summary options for an SX-2000 ACD
Configuring Network Monitor settings for an SX-2000 ACD
Adding a Multimedia Contact Center Email media server
Adding a Multimedia Contact Center Email media server in YourSite
Configuring options for a Multimedia Contact Center Email media server in YourSite Explorer
Adding a Multimedia Contact Center Email media server in the Contact
Adding a Multimedia Contact Center WebChat media server
Adding a Multimedia Contact Center WebChat media server in YourSite
Configuring options for a Multimedia Contact Center WebChat media server in YourSite Explorer
Adding a Multimedia Contact Center WebChat media server in the Contact Center Management website
Configuring Multimedia Contact Center WebChat media server options
Adding a Multimedia Contact Center Fax media server
Adding a Multimedia Contact Center Fax media server in YourSite
Configuring options for a Multimedia Contact Center Fax media server in YourSite Explorer
Adding a Multimedia Contact Center Fax media server in the Contact
Configuring Multimedia Contact Center Fax media server options in the
Contact Center Management website
Adding an Intelligent Queue media server
Configuring data collection settings for an Intelligent Queue media server
Deleting media servers
Network Monitor alarms
Configuring data alarms for media servers
YourSite database configuration
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Determining your contact center configuration needs
Configuration scenario 1
Figure 6-3 Configuration scenario 1
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Figure 6-5 Configuration scenario 2
Figure 6-6 Creating employee IDs for agents with multiple agent IDs
Configuring YourSite database devices
Configuring devices and device groups
Configuring the YourSite database using synchronization
Synchronization for the 3300 ICP
Classic mode synchronization
SDS Directory synchronization mode
Synchronization for the 5000 and Axxess
Preparing for synchronization
Specifying synchronization settings
Performing synchronization
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Scheduling Synchronization during the nightly maintenance routine
Viewing Synchronization reports
Understanding Synchronization reports
Table 6-2 Synchronization report overview Contents Description
Subscribing to the Synchronization report RSS feed
Table 6-2 Synchronization report overview Contents Description
Editing telephone system assignment forms
Editing System options
Editing SMDR options
Editing Class of Service options
Editing Class of Restriction options
Adding resilient and/or Network ACD hot desking agents
Invalid ACD cluster programming
Scenario 1
Configuring devices and device groups using Quick Setup
Employee Quick Setup
Agent Quick Setup
Queue Quick Setup
Extension Quick Setup
Trunk Quick Setup
Trunk group Quick Setup
DNIS Quick Setup
Account Code Quick Setup
Make Busy Reason Codes Quick Setup
Team Quick Setup
Device group Quick Setup
Configuring devices using .csv files
Figure 6-7 Microsoft Excel .csv formatting example
Figure 6-8 Notepad .csv formatting example
Fields required for successful .csv imports
Table 6-5 Mandatory device fields for .csv imports Device Mandatory fields Optional fields
Importing a range of devices using a .csv file
Device Mandatory fields Optional fields
Configuring devices manually
Adding employees
Configuring general information and licensing information (in YourSite Explorer)
Configuring user account information (in YourSite Explorer)
Associating employees with agent IDs, extensions, and Account Codes (in YourSite Explorer)
Configuring multimedia user settings (in YourSite Explorer)
Configuring employee personal information (in YourSite Explorer)
Configuring general information and licensing information (in the Contact Center Management website
Configuring user account information (in the Contact Center Management
Configuring multimedia user settings (in the Contact Center Management
Adding employee groups
Adding employee groups (in YourSite Explorer)
Associating employees with employee groups (in YourSite Explorer)
Adding employee groups (in the Contact Center Management website)
Associating employees with employee groups (in the Contact Center
Adding employee divisions
Adding agents
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Specifying 3300 ICP options for agents
Adding additional agent login IDs
Adding agent groups
Adding agent groups (in YourSite Explorer)
Associating agents with agent groups (in YourSite Explorer)
Specifying 3300 ICP options for agent groups (in YourSite Explorer)
Adding agent groups (in the Contact Center Management website)
Associating agents with agent groups (in the Contact Center Management
Adding teams
Adding teams (in YourSite Explorer)
Associating agent groups to teams (in YourSite Explorer)
Adding teams (in the Contact Center Management website)
Associating agent groups to teams (in the Contact Center Management
Adding queues
Configuring general information for queues (in Your Site Explorer)
Associating agent groups with queues (in YourSite Explorer)
Specifying 3300 ICP options for queues (in YourSite Explorer)
Configuring general information for queues (in the Contact Center
Associating agent groups with queues (in the Contact Center Management
Configuring business hours for queues (in the Contact Center Management
Configuring Interactive Contact Center Queue control
Managing a queue control plan (3300 ICP)
Figure 6-9 Interactive Contact Center Queue control plan
Managing a queue control plan (5000/Axxess)
Configuring reporting intervals (SX-200 and SX-2000)
Configuring Multimedia Contact Center Email options
Configuring Multimedia Contact Center Email routing options
Configuring Multimedia Contact Center WebChat routing options
Configuring Multimedia Contact Center WebChat transcript options
Configuring Multimedia Contact Center Fax options
Configuring Multimedia Contact Center Fax routing options
Adding queue groups
Adding queue groups (in YourSite Explorer)
Associating queues with queue groups (in YourSite Explorer)
Adding queue groups (in the Contact Center Management website)
Associating queues with queue groups (in the Contact Center Management
Adding extensions
Adding extensions (in YourSite Explorer)
Adding extensions (in the Contact Center Management website)
Adding extension groups
Adding extension groups (in YourSite Explorer)
Associating extensions with extension groups (in YourSite Explorer)
Adding extension groups (in the Contact Center Management website)
Associating extensions with extension groups (in the Contact Center
Adding trunks
Adding trunks (in YourSite Explorer)
Adding trunks (in the Contact Center Management website)
Adding trunk groups
Adding trunk groups (in YourSite Explorer)
Associating trunks with trunk groups (in YourSite Explorer)
Adding trunk groups (in the Contact Center Management website)
Associating trunks with trunk groups (in the Contact Center Management
Adding DNIS
Adding DNIS (in YourSite Explorer)
Adding DNIS (in the Contact Center Management website)
Adding DNIS groups
Adding DNIS groups (in YourSite Explorer)
Associating DNIS to DNIS groups (in YourSite Explorer)
Adding DNIS groups (in the Contact Center Management website)
Associating DNIS to DNIS groups (in the Contact Center Management website)
Adding Account Codes
Adding Account Codes (in YourSite Explorer)
Adding Account Codes (in the Contact Center Management website)
Adding Account Code groups
Associating Account Codes with Account Code groups
Adding ANI
Adding Make Busy Reason Codes
Adding Make Busy Reason Codes (in YourSite Explorer)
Adding Make Busy Reason Codes (in the Contact Center Management
Adding Do Not Disturb Reason Codes
Adding phone numbers
Adding phone number groups
Adding auto-acknowledgement messages and associating them with queues
Configuring Intelligent Queue devices
Viewing Smart Choice layers
Adding Smart Choice layer groups
Adding Smart Choice layers to a Smart Choice layer group
Viewing Intelligent Queue ports
Adding Intelligent Queue port groups
Adding Intelligent Queue ports to an Intelligent Queue port group
Configuring employee scheduling preferences
Configuring employee roles
Configuring employee work hours
Configuring employment status
Configuring employee payroll information
Configuring employee availability
Configuring employee time off
Overriding employee time off
Configuring employee skills
Configuring scheduling options
Configuring holidays
Configuring overtime types
Configuring time off types
Configuring skills
Business hour schedules
Creating schedules
Managing schedule exclusion lists
Applying schedules
Security roles
Creating and applying security roles
Figure 6-10 Security flow chart
Creating security lists
Configuring security
Figure 6-11 Basic security tab
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Verifying security role properties
Assigning security roles to employees
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Real-time Monitors
Contact Center Client
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Agent states
Table 7-1 Agent states Voice Email WebChat Fax Term Meaning
Extension states
Table 7-1 Agent states
Table 7-2 Extension states
Understanding Contact Center Client features
Table 7-2 Extension states
Contact Center Client options
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Always on top
View
Viewing agent availability
Figure 7-1 Agent State by Position - viewing agent availability and online presence
Figure 7-2 Agent State by Position - viewing agent availability and enhanced presence
Agent, Employee, and Extension State by Position
Viewing the activities of agents who can log on to multiple voice queues
Figure 7-3 Agent State by Position - viewing multiple agent IDs
Viewing the current logged on states of agents who log on to multiple queues
Figure 7-4 Employee State by Position - viewing the ID to which the agent is logged on
Figure 7-5 Employee State by Position
Viewing extensions
Extension Inbound
Extension Outbound
General business active extension
General business inactive extension
Figure 7-6 Extension State by Position
General business, traditional extensions who sit at the same desks each day
Figure 7-7 Extension State by Position
General business hot desking employees who sit at different desks each day
Agent State and Employee State by Time
Figure 7-8 Agent State by Time
Agent State by Time for Queue
Figure 7-9 Agent State by Time for Queue
Table 7-4 Agent State by Time for Queue column headings Category Associated agent states
Agent Shift
Figure 7-10 Agent Shift
Agent Shift column heading definitions
Table 7-5 Agent Shift column headings
Viewing queue statistics
Queue by Period
Table 7-5 Agent Shift column headings
Figure 7-11 Queue by Period
Queue by Period column heading definitions
Table 7-6 Queue by Period column headings
Queue Now and Queue Group Now
Table 7-6 Queue by Period column headings
Figure 7-12 Queue Now
Queue Now and Queue Group Now column heading definitions
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Viewing queue chart statistics
Queue Now and Queue Group Now
Figure 7-13 Queue Now (Integer) chart
Queue Performance by Period and Queue Group Performance by Period
Figure 7-14 Queue Performance by Period chart
Viewing web pages
Viewing and customizing real-time monitors
Opening monitors
Figure 7-15 Add/Remove devices
Docking monitors
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Adding and removing devices
Sorting monitor devices
Rearranging cells
Setting monitor dimensions
Hiding monitor columns
Filtering device variables
Setting alarms
Adding performance thresholds
Specifying performance threshold colors
Specifying threshold sound notification
Figure 7-18 Set alarms window
Customizing the information displayed on position and time monitors
Selecting and customizing card designs
Figure 7-19 Card Design Window
Adding text to card designs
Defining monitor styles
Grouping data
Figure 7-20 Enable grouping
Building marquee monitors
Configuring marquee monitor styles
Configuring marquee text and variables
Configuring charts characteristics
Defining queue chart properties
Selecting call statistics to display
Figure 7-21 Queue Now (Integer) chart
Specifying the queue chart title
Specifying x and y axis titles
Enabling the x axis to scroll on queue charts
Highlighting statistics
Specifying the angle of the text label for the queue chart
Using Contact Center Chat
Sending an initial Contact Center Chat message
Figure 7-22 Contact Center Chat
Adding someone to a conversation
Responding to a Contact Center Chat message
Using Contact Center Client with Office Communicator
Table 7-8 Presence indicators Presence Icon Status Text Description
Sending an initial message in Office Communicator
Presence Icon Status Text Description
Figure 7-23 Office Communicator
Configuring business extensions in Office Communicator
Adding someone to a conversation
Responding to a message in Office Communicator
Hot desking
Providing Contact Center Client functionality to teleworkers
Setting up phones for teleworkers
Registering phones for use with Teleworker Solution
Setting up soft phones to support Teleworker Solution
Approving the Teleworker Solution certificate
Using Teleworker Solution with Contact Center Client
WallBoarder
WallBoarder parameters
Site
Edit WallBoarder Service for tab
Priority message tab
Database load log tab
Query signs tab
Edit sign group tab
Advanced tab
Reinitialize all of the wall signs in this sign group
Apply to all of the sign groups at this site
Signs
Add sign tab
Name
Sign address
Sign group
Sign variables
Add sign variable tab
Advanced tab
Sign messages
Add sign message tab
Variables
Position
Color
Sign plans
Add sign plan tab
Business hours tab
Connecting Spectrum wall signs
Figure 7-24 Setting up Spectrum wall signs
Configuring wall signs and wall sign messages
Selecting the computer on which the WallBoarder Service is installed
Figure 7-25 Edit WallBoarder Service for prairieFyre Demo tab
Creating sign groups
Figure 7-26 Add sign group tab
Adding signs to sign groups
Figure 7-27 Diagnostics tab
Configuring sign variables
Figure 7-28 Add sign variable tab
Configuring sign messages
Figure 7-29 Add Sign Message tab
Creating sign plans
Figure 7-30 Add sign plan tab
Creating sign plans for daisy-chained signs
Figure 7-31 Add sign plan tab
Activating priority messages
Figure 7-32 Priority message tab
Scheduling messages
Figure 7-33 Scheduled messages tab
Troubleshooting real-time issues
Configuring ACD resiliency and ACD hot desking
Interactive Contact Center and resiliency
Enabling Enterprise Presence / Chat Integration
Ensuring Contact Center Client recognizes Office Communicator users
Employee and agent monitors display instant message presence as Unknown
Extension monitor displays instant message presence as Unknown
Connect using Teleworker option does not appear on log on window
Contact Center Client could not connect to Teleworker Solution
Contact Center Client could not send the certificate request
Your logon failed when you tried to log on remotely
You entered your IP address incorrectly
You selected Remember my credentials from the office and tried to work remotely
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Reports
Understanding reports
Offered
Handled
Abandoned
Interflowed
Service Level time
Service Level Count
Service Level percent
Setting the Service Level objective
Voice queue Service Level objective
Email queue service level objective
Chat queue service level objective
Fax queue service level objective
Report types
Administrative reports
Voice reports
Lifecycle reports
Email reports
Recommended top-five reports
Using reports to identify problems
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Reporter
Reporter options
Table 8-2: Solving problems with agent reports What do I watch for in the agent reports?
How do I find the source of the problem and resolve it?
Setting up contacts and contact groups
Setting up email contacts for emailing reports
Setting up email contact groups for emailing reports
Generating on-demand reports
Generating reports
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Figure 8-2 Reporter: Basic tab
Emailing reports
Printing reports
Scheduled Reports
Scheduled reports options
Generating scheduled reports
Creating report schedules
Creating Contact Center Management Report schedules
Figure 8-3 Scheduled Reports: Properties tab
Creating Contact Center Management User report schedules
Creating Workforce Scheduling report schedules
Adding reports to schedules
Adding Contact Center Management reports to schedules
Adding agent and employee reports to Contact Center Management User report schedules
Adding work schedules to Workforce Scheduling Schedules
Generating scheduled reports immediately
Report Inbox
Reporter Inbox options
Viewing reports
Viewing call recordings
Figure 8-4 Lifecycle report call recording hyperlink
Editing reports in Excel
Deleting reports
Configuring user printer settings
Troubleshooting reporting issues
Troubleshooting missing data
Configuring reports to exclude Junk Mail from completed email statistics
Troubleshooting Reporting Service
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Forecasting
Forecasting terms
Forecasting tool
Loading historical data
Modifying historical data
Modifying Average Talk time
Figure 9-1 Average Talk Time window
Modifying Calls Offered
Figure 9-2 Calls Offered window
Modifying the weekly total for Calls Offered
Figure 9-3 Calls Offered window
Performing forecasts
Printing forecasts
Saving forecasts as Excel files
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Data Mining
ACD Inspector
Running searches in ACD Inspector
Select dates/Delete dates
Select media servers
Agent events criteria for searches
Figure 10-1 ACD Inspector main window - Agent events tab
Agent information
Agent events
Idle event modifiers
ACD queue
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Queue events criteria for searches
Queue information
Queue event
Agent information
Option events criteria for searches
Exception records
Output record count
Figure 10-3 ACD search criteria - Option events tab
Running agent events searches
Agent events search results
Figure 10-4 ACD search results - Agent events tab
Narrowing an Agent events search
Table 10-2 Agent events result information Column heading Description
Figure 10-5 ACD search results - Agent events tab
Running queue events searches
Queue events search results
Figure 10-6 ACD search results - Queue events tab
Narrowing a Queue events search
Table 10-3 Queue events result information Column heading Description
Figure 10-7 ACD search results - Queue events tab
Running wild card queue events searches
Figure 10-8 ACD Wild card search results - Queue events tab
Wild card queue events search results
Running searches for error and information records
Exception events search results
SMDR Inspector
Table 10-4 Exception event result information Column Heading Description
Starting SMDR Inspector
Running searches in SMDR Inspector
Select dates/Delete dates
Select media servers
Call parties criteria for searches
Call types criteria for searches
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Options criteria for searches
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SMDR search results information
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SMDR record boxes
Table 10-6 Summary of boxes in SMDR records Name Format Definition Notes
Running call parties searches
Call parties search results
Figure 10-12 SMDR search results tab - Call parties search
Running call types searches
Call types search results
Figure 10-13 SMDR search results - Call types search
Running option searches
Options search results
Figure 10-14 SMDR Search result - Options search
Running searches for error and information records
Exception search results
Media server
Record
Figure 10-15 SMDR search results - Exception results tab
Wild card searches
Exporting search results
Auditor
Figure 10-16 Auditor
Auditor icons
Table 10-7 Auditor Icons
Viewing historical real-time events
Starting Contact Center Client
Opening monitors
Starting Auditor
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Data Collection
Network Monitor
Viewing Network Monitor
Opening the Network Monitor
Viewing alarms
Figure 11-1 Network Monitor
Verifying media servers are receiving telephone system data
Figure 11-2 Data link for the Intelligent Queue Server
Configuring enterprise and media server alarm notifications
Adding alarm thresholds
Specifying threshold colors
Specifying threshold notification
Troubleshooting data collection issues
SMDR data is not streaming
ACD data is not streaming
Viewing the data collection TCP/IP ports with Hyperterminal
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Interactive Contact Center
Using Interactive Contact Center
Supervisors and Interactive Contact Center
Agents and Interactive Contact Center
Agent control
Hiding the Monitor control option
Logging on an agent
Logging off an agent
Logging off all of the agents on a monitor
Logging an agent out of one queue and into another queue
Figure 12-1 Logging an agent into another queue
Using agent group presence
Agent group presence best practices
Adding agents to and removing agents from agent groups
Placing agents in Make Busy
Removing agents from Make Busy
Placing agents in Do Not Disturb
Removing agents from Do Not Disturb
Cancelling agents in Work Timer
Queue Control
Manually controlling queues
Hiding the Monitor control option
Placing queues in Do Not Disturb
Figure 12-2 Placing a queue in Do Not Disturb
Controlling queues using a schedule
Scheduling queues to enter or leave Do Not Disturb
Controlling queues using Queue control plans
Creating Queue control plans
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Interactive Visual Queue
Using Interactive Visual Queue
Configuring options in Contact Center Management
Opening Interactive Visual Queue
Figure 13-1 Interactive Visual Queue monitor
Interactive Visual Queue monitor grids
Redirecting calls
Interflow
Redirection
Redirecting calls between queues
Redirecting calls to specific numbers
Figure 13-2 Redirecting a call to an extension
Removing calls
Calling back abandoned callers
Configuring alarms
Understanding call priority
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Contact Center PhoneSet Manager and Contact Center Softphone
Using Contact Center PhoneSet Manager and Contact Center Softphone
Supported phone sets
Tested headsets
USB-to-headset adaptors
Table 14-1 GN 8120 button functions Button State Action
Integrating the GN 8120 with Contact Center Softphone
Setting up the soft phone
Table 14-2 GN 8120 LED displays What you are doing GN 8120 LED displays
Configuring sound and audio device properties
Configuring sound and audio device properties for Windows Vista
Configuring sound and audio device properties for Windows XP
Opening the soft phone
Figure 14-1 Soft phone configuration window
Figure 14-2 Soft phone toolbars
Logging on to the ACD
Phone and Functions toolbars
Phone functions
Table 14-3 Agent actions Icon Meaning
Customizing the soft phone
Table 14-3 Agent actions
Configuring soft phone settings
Specifying the address book source for contacts
Resizing toolbar buttons
Displaying, hiding, and retiring toolbar buttons
Repositioning toolbar buttons
Configuring sounds and notifications
Making calls ring through your computer speakers
Adjusting the volume of your speakers and microphone
Configuring call forward destinations
Configuring speed dial numbers
Configuring shortcut keys
Configuring pre-announcement messages
Making and terminating calls using Contact Center Phoneset Manager
Making calls
Figure 14-3 Making a call
Making calls to your contacts
Making calls using speed dial
Forwarding and answering calls using Contact Center Phoneset Manager
Forwarding calls
Answering calls
Figure 14-4 Contact Center PhoneSet Manager display
Handling calls using Contact Center PhoneSet Manager
Placing calls on hold
Retrieving calls
Adding call notes to a call
Conferencing calls
Consulting with people while on calls
Requesting help while on calls
Using Camp on
Leaving and retrieving messages
Using Call me back
Making and terminating calls using Contact Center Softphone
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Terminating calls
Forwarding and answering calls using Contact Center Softphone
Forwarding calls
Answering calls
Figure 14-6 Contact Center Softphone display
Handling calls using Contact Center Softphone
Placing calls on hold
Retrieving calls
Using Mute
Conferencing calls
Consulting with people while on calls
Requesting help while on calls
Using Camp on
Leaving and retrieving messages
Using Call me back
Tagging calls with Account Codes
Controlling your availability
Making and handling calls using Contact Center Client
Recording calls
Silent monitoring calls
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Contact Center Screen Pop
Using Contact Center Screen Pop
Configuring options in Contact Center Management
Enabling Contact Center Screen Pop
Configuring Contact Center Screen Pop options
Figure 15-1 Inbound Customer Trace Report
Configuring Contact Center Screen Pop display variables
Table 15-1 Contact Center Screen Pop display variables
To launch an application
To launch a Web page
Configuring Contact Center Screen Pop Outlook options for journal entries
Configuring Contact Center Screen Pop to display Outlook contacts
Configuring Contact Center Screen Pop to display Goldmine contacts
Testing Contact Center Screen Pop search functions
Disabling Contact Center Screen Pop
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Flexible Reporting
Using Flexible Reporting
Starting Flexible Reporting
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Report Designer wizard
Layout designer window
Flexible Reporting button
Ribbon
Toolbox window
Creating new reports
Modifying standard Contact Center Management report templates
Table 16-1: Standard Contact Center Management report templates
Modifying existing Flexible Reporting report templates
Table 16-1: Standard Contact Center Management report templates
Designing reports
Adding images to report headers
Deleting images on report headers
Editing report header titles
Moving report header titles and values
Removing report header titles and values
Adding report header titles and values
Adding existing columns
Adding custom columns
Moving columns
Deleting columns
Editing column heading names
Specifying column width
Specifying row height
Specifying row colors
Freezing columns
Managing your Flexible Reporting reports
Changing access properties
Renaming reports
Deleting reports
Running reports
Running reports in the Contact Center Management website
Running reports in Flexible Reporting
Saving templates and reports
Printing reports
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Chapter 17 Intelligent Queue
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Intelligent Queue
Using Intelligent Queue
Licensing Intelligent Queue
Table 17-1: Overview of Intelligent Queue functionality
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Registering and Activating Intelligent Queue
Registering your Intelligent Queue software
Registering online
Registering offline
Registering a seven-day demo license
Activating your Intelligent Queue software
Upgrading an existing license
Intelligent Queue functionality
Optional functionality
Core functionality
Incoming call handling
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Offer voice callback
Collect digits
Manage the system
Music on hold
System administration
Starting/stopping the engines
Event logging
Optional functionality
Callback processing
Agent call recording
Call detail reporting
Caller-entered digits
Planning the number of ports you require
Types of ports
Messaging ports
Management ports
Callback ports
Recording ports
RAD port conditions
Intelligent call processing ports
Callback processing ports
Recording ports
Updated position in queue ports
Types of messages
Interactive tree messages
RAD messages
Time in queue messages
Updated position in queue messages
Number of ports purchased
Understanding the call flow process
Creating call flows
The ACD queue
Queue priority
Agent groups
Setting up Intelligent Queue
Administration procedures
Logging on and off for the first time (Administrator)
Logging off
Logging on as an administrator after initial setup
Entering your purchased options
Setting up administrator and user permissions
Creating an administrator account
Creating a user account
Changing system modes
Changing passwords
Setting up the automatic database backup
Enabling the automatic backup
Disabling the automatic backup
Assigning the interval of the automatic backups
Assigning the time of day of the automatic backup
Configuring ports
Configuring PBX settings
Manually configuring PBX settings
Configuring Contact Center Management settings
Configuring Music Manager
Disabling Windows sounds
Preventing CDs from starting automatically
Removing a music file from the play list
Adjusting music volume
Configuring Updated position in queue
Available queues
Monitored queues
Disabled
Do not inform callers if their positions in queue drop
Before you configure Updated position in queue messages
Configuring Updated position in queue for all queue positions
Configuring Updated position in queue for specific queue positions
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Creating action plans
Creating unverified collected digits plans
Creating verified collected digits plans
Digit read back
Digit read back for verification
Database value read back
Previously collected digits
Creating ODBC connections
Creating an ODBC connection for SQL Server
Creating an ODBC connection for Microsoft Access
Creating an ODBC connection for Microsoft Excel
To create an ODBC connection for Microsoft Excel
Selecting the type of collected digits
Readback parameters
Configuring ODBC database parameters
Configuring a simple query
Configuring an advanced query
Read back a value returned by the database query
Selecting an action to take
Writing advanced queries
Query that dials the customers phone number
Query, within more than one table, with only one possible return value and Collected Information
Creating interactive tree plans
DTMF options
Queue Condition
Redirection Condition
Schedule Condition
Emergency Condition
Creating interactive trees
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Setting up messaging plans
Table 17-2: DTMF options Option Action Taken
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Configuring emergency messaging
Setting up an emergency message plan
Setting up an emergency call flow
Applying the call flow to your port group
Setting up management plans
Defining the messages within your management plan
Table 17-3: Sample management plan configuration To do the following... Press this digit
Activating emergency messaging over the phone
Setting up routing plans
Managing Conditions: Assigning conditions to call flows
Creating ANI conditions
Table 17-4: Wildcard examples Digits Entered Would match the following digits ...
Creating DNIS conditions
Table 17-4: Wildcard examples Digits Entered Would match the following digits ...
Creating emergency conditions
Creating queue conditions
Creating redirection conditions
Creating schedule conditions
If a condition is true
If a condition is not matched
Overview of schedule plan creation
Managing call flows
Overview of creating a call flow
Managing port groups: updated position in queue, messaging, callback, and recording ports
Table 17-5: Call flow condition legend Symbol Meaning Meaning of Text Color
Configuring an updated position in queue port group
Configuring a messaging port group
Configuring a callback port group
Configuring a recording port group
Viewing system, port, and callback queue status
Viewing system status
Viewing port status
Viewing callback queue status
Callback and recording plans
Managing outgoing calls: Voice and Web Callbacks
Overview of voice and web callbacks
Callback call processing
Voice callback requests
Web callback requests
Campaign callback requests
Configuring web callbacks in Windows Server 2003
Configuring web callbacks in Windows Server 2008
Setting up callback plans
Assigning caller messages to callback plans
Assigning agent messages to callback plans
Assigning agent options to callback plans
Setting callback plan parameters
Managing recording plans
Maintaining Intelligent Queue and Contact Center Management
Adding an Intelligent Queue media server to Contact Center Management
Using Network Monitor with Intelligent Queue
Configuring data collection settings for Intelligent Queue media servers
Configuring Contact Center Management settings in Intelligent Queue
Configuring Intelligent Queue devices
Intelligent Queue Smart Choice layers
Viewing Intelligent Queue Smart Choice layers in the YourSite database
Adding Intelligent Queue Smart Choice layer groups to the YourSite database
Adding Intelligent Queue Smart Choice layers to a Intelligent Queue Smart Choice layer group
Intelligent Queue ports
Viewing Intelligent Queue ports in the YourSite database
Adding Intelligent Queue port groups to the YourSite database
Adding Intelligent Queue ports to an Intelligent Queue port group
Intelligent Queue exit codes
Creating reports
Before you can produce a report
Report types
Smart Choice reports
Smart Choice Layer Group by Layer
Smart Choice Layer Group by Exit Code
Table 17-6: Smart Choice Layer Group by Layer Report Field Description
Table 17-7: Smart Choice Layer Group by Exit Report Field Description
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Recording voice prompts
You can record unique messages, use the provided messages (in US English, UK English, NA French, EU
Recording messages
Recording messages with a microphone
Recording messages with a phone, using Intelligent Queue
Converting .wav files
Readback .wav file names
Table 17-10: Smart Choice Port Group Performance by Port .wav files Example
Recorded phrases
Table 17-11: Included .wav files File
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Web Callback
Viewing the Web Callback example page
Customizing your Web Callback page
Figure 17-2 Web Callback
Customizing the header
Customizing the footer
Figure 17-3 Web Callback example.
Customizing the Cascading Style Sheet
Customizing the Web configuration
Customizing the content of the Web Callback page
Table 17-12: Critical elements that must not be changed or removed
Troubleshooting Intelligent Queue issues
Table 17-13: Troubleshooting Problem Reason Possible Solution
Table 17-12: Critical elements that must not be changed or removed
Troubleshooting using the configuration wizard
Table 17-14: Troubleshooting using the configuration wizard Action Reason
Table 17-13: Troubleshooting Problem Reason Possible Solution
Establishing a connection to the database
Figure 17-4 Database Error window
Scenario 1: Using Control Panel to verify SQL Server has started
Figure 17-5 Services window with MSSQLSERVER started
Scenario 2: Viewing the tray icon to verify SQL Server has started
Viewing event logs
Logging events
Call Received
Action Plan Selected
System Action
Gaining Web access to Intelligent Queue
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Figure 17-8 Internet Information Services window with Intelligent Queue folder expanded
Troubleshooting the login
Using the aspnet_regiis.exe tool
Verifying the ASP.NET State Service
Setting the Intelligent Queue Web session timer
Using the Services tool
Figure 17-10 Services window with Music and Telephony services started
Installing Intelligent Queue from a shared or local drive
Scenario 1: Receiving a System IO Error
Scenario 2: Being unable to install Microsoft .Net Framework
Receiving an Updated position in queue message
There are too many Updated position in queue messages
Removing Internet Explorer WebControls from a workstation
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Workforce Scheduling
Before installing Workforce Scheduling
Enabling remote SQL Server connections
Granting SQL Server permissions
Upgrading from Contact Center Scheduling to Workforce Scheduling
Installing Workforce Scheduling
Using Workforce Scheduling
Viewing the Workforce Scheduling user interface
Figure 18-1 Scheduler window
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Schedule details pane
Figure 18-5 Schedule details pane
Understanding forecasting concepts
Understanding the Workforce Scheduling process
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Workforce Scheduling and your contact center needs
Assigned shift-based scheduling configuration scenario
Contact centers ideal for assigned shift scheduling
Availability-based scheduling configuration scenario
Contact centers ideal for availability scheduling
Rotational-based scheduling configuration scenario
Contact centers ideal for rotational scheduling
Forecast-based scheduling configuration scenario
Contact centers ideal for forecast scheduling
Before you start scheduling
Selecting a scheduling method
Scheduling using forecast data
Scheduling manually
Schedule setup and customization
Starting Workforce Scheduling on a client computer
Configuring schedule options
Configuring scheduling options using the Schedule wizard
Creating schedules
Adding employees to schedules
Configuring business hours for schedules
Renaming schedules
Deleting schedules
Configuring shifts
Adding fixed shifts
Adding variable shifts
Renaming shifts
Deleting shifts
Configuring breaks
Adding fixed breaks
Adding variable breaks
Renaming breaks
Deleting breaks
Configuring jobs
Adding fixed jobs
Adding variable jobs
Renaming jobs
Deleting jobs
Adding breaks or jobs to shifts
Assigning shifts to schedules
Assigning shifts to employees
Configuring event display preferences
Configuring the time bar display
Configuring the smallest scheduling time interval
To prevent users from manually making changes that trigger warnings
Configuring the default colors on the time bar
Configuring the time format
Configuring tool tip display
Configuring warnings
Table 18-1 Warnings Warning Description
Schedule creation
Building schedules with Schedule Builder
Table 18-1 Warnings Warning Description
Configuring the date and time range
Scheduling shifts
Scheduling breaks
Generating schedules with forecast data
Generating schedules without forecast data
Generating schedules for your entire workforce
Selecting employees
Creating and adjusting schedules manually
Loading schedules
Populating schedules with events
Drop inserting events
Drag inserting events
Recurring events
Mass recurring events
Mass deleting events
Mass applying time off
Modifying forecast totals in the event totals pane
Modifying event times and notes in the schedule details pane
Schedule distribution
Viewing schedules
Viewing scheduled events
Changing the time interval of the time bar pane
Viewing event totals
Viewing schedule details
Synchronizing views
Running schedule reports
Running on-demand reports
Running scheduled reports
Creating report schedules
Modifying report schedules
Schedule Adherence
Configuring adherence preference
Configuring adherence parameters
Configuring state groups
Viewing adherence monitors in Contact Center Client
Adherence Detail Grid monitor
Table 18-3 Adherence Detail Grid monitor headings
Heading Definition
Figure 18-7 Adherence Detail Grid monitor
Adherence Timebars monitor
Figure 18-8 Adherence Timebars monitor
Employee State by Position/Time monitors
Running adherence reports
Employee Portal
Employee functionality
Starting Employee Portal
Creating a desktop shortcut to Employee Portal
Viewing currently scheduled shifts
Offering shifts for other employees to take or trade
Removing shifts from the bulletin board
Proposing to trade shifts
Accept or reject an employee proposal to take or trade your shift
Requesting time off
Requesting availability changes
Supervisor functionality
Handling employee scheduling requests
Employee Portal reports
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Traffic Analysis
Using Traffic Analysis
Setting up telephone systems to collect traffic data
Setting up the SX-2000 without datasets
Figure 19-1 SX-2000 architecture without datasets
Setting up the 3300 ICP
Programming the Traffic Options Assignment form
Table 19-1 3300 ICP Traffic Options Assignment form Option Value
Assigning ports
Verifying the traffic output
Table 19-1 3300 ICP Traffic Options Assignment form Option Value
Configuring media servers in YourSite
3300 ICP
SX-2000
Verifying traffic data is saved on the Enterprise Server
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Multimedia Contact Center
Using Multimedia Contact Center
Multimedia Contact Center options in Contact Center Management
Disassociating email addresses
Starting Multimedia Contact Center on a client computer
Multimedia Contact Center options in Outlook
Verifying real-time server connection parameters
Figure 20-3 Multimedia Contact Center tab
Configuring Multimedia Contact Center startup options
Displaying shortcuts
Displaying the agent login window
Configuring which inbox opens when you start Outlook
Displaying real-time queue statistics
Configuring Multimedia Contact Center arrival options
Displaying Outlook as your top window when contacts arrive
Directing ACD contacts to your Agent Inbox
Configuring contact arrival sounds
Checking spelling
Customizing the Agent Inbox columns
Agent actions
Performing agent actions
Employee Control
Voice, Email/SMS, Chat, and Fax Actions
Force Forward
Setting Make Busy Reason Codes
Setting Make Busy Reason Codes for multiple media types
Figure 20-5 Setting Make Busy
Setting Make Busy Reason Codes for one media type at a time
Requeuing contacts
Contact management
Replying to contacts
Applying Account Codes
Placing contacts on Hold
Transferring contacts
Creating and using Multimedia Contact Center templates
Creating templates
Using templates
Replying to emails/SMS messages
Replying to chats
Figure 20-6 Chat reply
Viewing faxes
Replying to faxes
Tagging contacts with Account Codes
Placing contacts on hold
Figure 20-7 Hold
Transferring contacts
Setting No Reply Needed
Viewing client history
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Contact Center Management Enterprise Node
Enterprise Node software
Enterprise Node license
Enterprise reporting
Enterprise Node versus Enterprise Server
Enterprise Node configuration
Setting up Enterprise Node examples
Scenario 1 - With a dedicated server at the remote site
Contact center 1 - Kanata (prairieFyre Collector Service) with one media server (SX-2000 ACD)
Contact center 2 - Boston (Enterprise Node) with one media server (3300 ICP)
Scenario 2 - No dedicated server at the remote site
Contact center 1 - Miami (prairieFyre Collector Service) with one media server (SX-2000 ACD)
Contact center 2 - Houston (Enterprise Node) with one media server (3300 ICP)
Figure 21-3 Enterprise Node scenario 2 connectivity
Enterprise Node Installation
Installing Enterprise Node software
Viewing the status of the data collection
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CTI Developer Toolkit
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Functional Area Version 5.4
Version 5.5
Version 5.6
Version 5.7 SP1
Table 22-2 Primary object classes
CTI Developer Toolkit sample applications
Device Monitor
Class Description
Figure 22-1 Device Monitor sample application
Queue Monitor
Figure 22-2 Queue monitor sample application
Console Call Monitor
Console Queue Monitor
Best practices for custom development
Common user scenarios and source code examples
Click to dial
Call received notification
Add call detail (using a third-party IVR)
Troubleshooting CTI Developer Toolkit issues
Troubleshooting specific issues
Retrieve All commands does not display any devices
GetDevice method fails or returns null unexpectedly
Agent control actions succeed while call control actions fail
Unable to set monitor on agent device
Web service errors occurring in log files
"Softphone proxy did not respond after 30 seconds" error
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Salesforce.com Integration
Installing Salesforce.com Integration
Using Salesforce.com Integration
Creating your first call center
Adding users to a call center
Configuring soft phone layouts
Using the soft phone with Salesforce
Logging into your soft phone
Salesforce.com Integration functionality
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Contact center terms and definitions
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Multimedia Contact Center terms and definitions
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Mitel 5000/Axxess terminology compared