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Nortel Networks P0919439 manual Configuring Nortel Networks Call Center Reporting, Introduction

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Configuring Nortel Networks Call Center Reporting

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Introduction

Nortel Networks Call Center Reporting gathers data on events that occur within your Call Center system. For meaningful and accurate information to be collated, Nortel Networks Call Center Reporting must be suitably configured.

The configuration options can be accessed from the System Manager menu by selecting System and then Configure….

The Configure window consists of a set of named tabs which can be selected to enter, view or change the configuration. The Skillset information, Line information and Agent information is transferred to Nortel Networks Call Center Reporting from the Call Center platform, when you request to Upload these sets of information. You do not manually enter these sets of information. This is discussed below in the Skillsets, Lines and Agents sections.

Configure window

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Nortel Networks Call Center Reporting Set Up and Operation Guide

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Nortel Networks P0919439 manual Configuring Nortel Networks Call Center Reporting, Introduction

Contents

Return Page Table of contents Real Time Information Configuring Nortel Networks Call Center ReportingStatistical Settings Wallboards Glossary of Terms Index Upgrading from version 2.5 GA to 2.5 Feature PackStatistical Data into Microsoft Excel Page How this guide is organized How to use this guideIntroduction Other documents System software System Overview Operational at all times PC requirements Operating System Version Operating System CompatibilityPage Installation prerequisites Installing Nortel Networks Call Center Reporting TCP/IP Protocol Connection icon Configuration tab displayed Choose Destination Location window appears Master Client PC File Sharing Want to be able to give others access to my files Installing 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 Panel Agent or Line State Colour Click the Environment Variables button Installing Nortel Networks Call Center Reporting Page Entering Nortel Networks Call Center Reporting Log Using Nortel Networks Call Center ReportingStarting Nortel Networks Call Center Reporting Select Level and click Log-Out & Exit… Level Call Center Reporting Main WindowClosing the RDB Server on the Master Client PC Window ViewSystem System Manager level only Management-Info Help Page Configuring Nortel Networks Call Center Reporting Skillsets Configure window tabsCompany Lines Agents Wallboard PasswordStat Time Bin Wallboards Wallboards Wallboard installationWallboard configuration Select Properties Wallboard Settings Abbreviation Description Wallboard Parameters Wallboard Parameter window Wallboard Messages Wallboard Messages, Alarms and Schedules Creating a Wallboard Message Wallboard Alarms Wallboard Schedules Editing a Wallboard Schedule Page Select Statistical Set Up Statistical SettingsStatistical Set Up Average tab Real Time tabTraffic Analysis tab Peak tab System level Real Time InformationReal Time screens Real Time information System Graphical Real Time Lines System Numerical Real Time Agents Skillset level Skillset Real Time Chart General Notes on the Real Time Displays Service Status General Notes on the Report Statistics Management Reports Select Current Reports Accessing Current ReportsAccessing Historical Reports Management Reports Report Report Manager windowFile Viewing Reports Answered Call Report Types Answered Call Report Numerical View System level Incoming Call Report Abandoned Call Report Title Description Agent Activity Report Agent information includes Average 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 Report Abandoned Caller ID Report Information displayed includes Click Configuration Report Configuration Report Print 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 Pack Management Reports Glossary of Terms Time data from TCP/IP Alarm Threshold Index Index Index