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CCC Call Center View

1. 000 30 Page 59 40DHB0002USBB Issue 2 07 17 2001 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2001 Avaya ECS Ltd All rights reserved Avaya Global SME Solutions Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Email contact avaya com Web http www avaya com CCC Call Center View Page 60 User Manual 40DHB0002USBB Issue 2 07 17 2001
2. For a supervisor to effectively manage staff who spends a significant amount of their time on the telephone the availability of real time information is essential The CCV allows the supervisor to balance their resources i e staff against the traffic level of incoming calls and therefore improve customer service and reduce cost When CCV is launched the user is presented with a registration screen at which they enter their profile name The telephone switch database the user s configuration as well as the call statistics for that day is loaded on to the CCV The real time screens contained within the CCV are as follows e General Screens Alarm Handling DN Activity BLF Details Callback Request e Agent Based screens Group Monitor Individual Agent Details Agent Group Details Percentage Time in State Real Time Status Individual Agent Group Details Group Status Percentage Group Performance Monitor e Queue Based Screens Queue Monitor Individual DID Details e Trunk Related Screens Trunk Group Monitor Group Status Percentage Individual Trunk Group Details Individual Trunk Details Real Time Status CCV Users Access Level If you have logged on with the user name Admin you are able to delete schedules All other user names entered have full functionality except being unable to delete schedules CCC Call Center View Page 4 User Manual 40DHB0002USBB Issue 2 07 17 2001 Launching Call Center View Starting Call Center V
3. e g groups agents or trunks etc This is a real time screen and displays the status of the selected directory numbers as well as their status 1 From the View menu select BLF Details or click 2 The BLF Details screen appears You can resize the BLF Details screen by using moves the screen to the left by one column moves the screen to the right by one column Using LiT you can move the position of the selected directory number up or down the screen Individual Summary screens To find out detailed information about any of the above selected directory number s i e group agent trunk DID click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual summary screens are e Individual Group Details on page 48 e Individual Agent Details on page 48 e Individual Trunk Group Details on page 49 Monitor To display a different state click ail the Monitor Display Selection screen appears 1 To change the State Color click the pull down arrow and select from the listed options Click El At present there is only State option implemented future versions of this application will support further options 2 To change the Display click the pull down arrow and select from the listed options Click US 3 To close the screen without making any changes click LX BLF Dn
4. CCC Call Center View Page 2 User Manual 40DHB0002USBB Issue 2 07 17 2001 Introduction General Introduction General Compact Contact Center Modules CCC provides the user with the necessary tools to facilitate the management of call traffic They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform The product consists of a set of fully integrated modules sharing a common database utilizing Interactive Directory and Database IDD technology The suite of modules consists of the following applications CCC Call Center View User Manual Call Center View CCV Provides a management package for telephone based staff and supports any size Customer Facing Department CFD or call center To effectively control customer service levels real time human resource management is essential and the Call Center View has been specially designed to manage the CFD s or call center s most valuable and expensive asset its people Call Center View Alarm Reporter Provides information for each Call Center Profile about alarms that have occurred within the Contact Center The detailed alarm information for each directory number is presented in report format which can then be printed Wallboard Manager Wallboards allow managers and staff to monitor the service being provided and respond immediately Wallboards provide current in
5. This section details the CCV View screens To open any of the screens select View from the Menu bar and select the required item from the list or click an enabled button on the tool bar If you are logged on as a New Profile as each option under Set Up menu is configured its associated View button on the tool bar will be enabled You will also be able to select the option from the View menu bar Every time you start the CCV as an existing Profile Undefined is displayed on the View screen s until the directory number database is downloaded Change State Colors The color of the status of the directory numbers changes as their state changes To select different state colors see State Details on page 32 If you have set an alarm for any of the selected directory numbers see page 23 then when an alarm occurs the background color changes to red To find out about the alarm see Alarm Details on page 31 Change Update Periods For the following View screens you can alter the frequency at which the current information is being updated as detailed in Update Periods on page 33 Group Monitor Trunk Group Monitor Individual Agent Group Details Individual Trunk Group Details Individual Agent Details Individual Trunk Details Group Status Percentage Modify Configuration CCC Call Center View User Manual View screens have a Set Up option This option allows you to alter the configuration without exiting the View sc
6. Connected Caller Displays the Caller ID of last call the agent was connected Internal and External It also contains a drop down list of the last 9 Caller ID s delivered including external Caller ID and internal id Last Number Dialed Displays the LND by the agent and which was connected successful It also contains a drop down list of the last 9 numbers dialed Internal and External by the Agent Call Totals Incoming The total number of incoming calls this agent has answered today Internal To The total number of internal calls received by the agent today Internal From The total number of internal calls made by the agent toda Outgoing The total number of outgoing calls made by this agent today have not been answered by this agent Transferred To The total number of calls that have been transferred to this agent today Page 41 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Note Any metric with a indicates that a breakdown of internal or external call Statistics can be derived by pausing the cursor over these particular fields of information Agent Picture To obtain an agent picture you will need to know the directory number for the agent You must save the picture in C SDX CallCenterViewWMUGSHOTS directory The file must be in BMP Bitmap form 256 colors and 130x120 Pels with the file name as agent s directory number bmp For example if an agent s directory number is 2222 then you
7. Move Down To Remove a Group CCC Call Center View User Manual To remove a group from the Display Groups list either e double click on the required group or e select a group then click Remove To move a trunk group up or down the Display Groups list click the required group and then click Move Up or Move Down Page 14 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Trunk Group List Trunk Group List The Trunk Group Monitor screen allows the supervisor to quickly and easily monitor the state of their groups to view traffic levels ensure that they have enough lines to cope with call volumes control call costs and identify any faults The supervisor may view 6 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 10 screens From the Set Up menu select Trunk Group List the Trunk Group Monitor screen appears This option allows you to select trunk groups to be displayed on the Trunk Monitor view screen Trunk Monitor View Button Fa To Add a Trunk Group The information regarding all the trunk groups within the telephone switch are listed in the Available Trunks list box Up to a maximum of 18 trunk groups can be added to the Display Trunks To add a trunk group to the Display Trunks list from the Available Trunks list either e double click a required trunk group or e select a trunk group and then click the Add button To move a trunk group up or do
8. PC hosting the CCV application To Create New Profile 1 Select the profile name New Profile and click the Logon button 2 Enter a Profile Name and then click the Create button 3 Click Yes to create the New Profile name and then the Loading Setup Details screen appears CCC Call Center View Page 5 User Manual 40DHB0002USBB Issue 2 07 17 2001 Launching Call Center View Undefined Directory Numbers Undefined Directory Numbers Once CCV is running the directory numbers information from the Telephone switch are downloaded automatically via Delta Server As a New Profile the Set Up screens provide only the information received from the telephone switch The View options are enabled once the Set Up screens are configured As an existing Profile Undefined will be displayed in the configured Set Up and View screen s until all the directory number information is downloaded from the telephone switch Administering CCV Configuring Call Center View for a User s Profile 1 Ensure you are logged onto CCC User 2 Start Call Center View application create the User s Profile and configure the CCV according to the User s requirements See Set Up Call Center View on page 12 3 Ensure you Save the configuration in each Set Up screen 4 Exit the CCV application Function Keys Some functions may be selected by pressing the shortcut function keys listed on the menu to the right of the command e F1 Help e F2 Pri
9. detailed on page 24 Alternatively use the spin button L 1 until the required time appears in the left hand box Set PCA Target Time PCA Target Time sets the time in seconds and is used to calculate the directory number s PCA service level By default PCA Target Time is set to 45 seconds The range is 1 360 seconds CCC Call Center View User Manual 1 To change the PCA Target Time click and hold the mouse on the spin button El until the required time appears in the left hand box Once you have selected your time for the selected directory number click Set Click Yes to confirm your request Click No to close the confirmation screen Page 57 40DHB0002USBB Issue 2 07 17 2001 System Admin Answer Time Each DID must be directed to a unique group to use thus functionality The Answer Time Secs reflects a successive cumulative sequence of answer time bandwidth It indicates the number of DID calls were answered within the time bandwidth From the System Admin menu select Answer Time the Set Answer Time screen appears Select Directory Number Reset Time CCC Call Center View User Manual To select the directory numbers double click Dn Name text box and follow the instructions detailed on page 24 Alternatively use the spin button El until the required time appears in the left hand box Set Answer Time The left hand column allows you to change the bandwidths A to F individually The right hand c
10. e from the keyboard press F2 Save Callback Request Network Details CCC Call Center View User Manual When the Call Back Request List is saved a file is created called callback dat The data is saved as comma separated text To open the Network Details screen from the File menu select network Details The Network Details screen displays the following information e Connection The PC hosting Delta Server that the CCV is connected e Dn Activity The download of the directory number information Page 10 40DHB0002USBB Issue 2 07 17 2001 File Menu Options Group Membership Analysis Group Membership Analysis The telephone switch Analysis option analyses the configuration of the programming It displays any problems therefore ensuring inconsistencies are eradicated throughout which will prevent issues that may cause incorrect data input into the historical database The telephone switch Analysis highlights the following inconsistencies e Un named Agent devices e Mixed device types i e Agent and Trunk devices within the same group e Click telephone switch Analysis icon e Click Refresh to ensure the displayed information is up to date e Click L to display a description of the icons ES and Y for both the Agent and Trunk groups e Click again to remove the description Agent Groups e This indicates that group members are of the same device type and all members are named e amp on lef
11. enables the supervisor to instantaneously analyze by a summary breakdown the performance of the top 50 agent groups This enables Call Centers who have incentive schemes running to target their top performers Supervisors could also project this screen onto a wall mounted monitor to encourage competition between agent groups Alternatively it enables supervisors to have a real time understanding of what campaigns are the most or least successful From the View menu select Group Performance the Group Performance Monitor screen appears The number of incoming calls answered by each individual agent group categorizes the top 50 performing agent groups or campaigns Note XXXX within the screen represents the Group Number CCC Call Center View Page 54 User Manual 40DHB0002USBB Issue 2 07 17 2001 Profile Profile General General This section details the Profile options within the CCV The options are Log on a different Profile Create a new Profile Remove a Profile Logon Profile This option allows you to change the CCV Profile without having to exit the application 1 2 From the Profile menu select Logon Profile the Logon Profile screen appears Click the pull down arrow to display a drop down list of the existing Profiles Click the required name then click Logon The CCV loads the new Profile s configuration and the call statistics for that day Create New Profile This option allows you to cr
12. number s response Statistics in real time This screen is used to monitor trunks trunk groups agents and agent groups From the View menu select Queue Monitor or click E Queue Monitor screen displays the name of the selected directory number s as well as the selected display information that is being monitored The statistics for all the selected directory number s are represented at the bottom of the screen These represent the total statistics information of the selected directory number s within the Queue Monitor screen s lf an alarm has been defined for any of the selected statistics see page 23 for the applicable alarm types when the alarm is triggered then the background color of the selected statistics changes to Red To find out about alarms see Alarm List on page 52 The number of Calls Waiting and the ring time of the Longest Waiting call are also represented with an Alarm Warning Meter lf you have specified alarms for Calls Waiting and Longest Waiting Call categories see page 23 as the real time value increases the Alarm Warning Meter reflects the change by illuminating green amber and red segments If you have defined alarm for Calls Waiting Longest Waiting Lost and PCA see page 23 the background color of the numerical indicators change s to red Next Previous Queue Monitor List The next and previous buttons are always enabled since it is possible to rotate the Queue Lists total of 20
13. return agent s position s to their last saved position To save the new position of the agents click Group Status Percentage This screen displays the percentage of the selected group s trunks within the five selected states all other states being represented by the Other s category From the View menu select Group Status Percentage or from the tool bar click Ai the following screen appears This is a real time screen that shows a summary of the percentage of trunks in each state The statistics along the status bar of the screen represents the information of the trunks within the group Percentage Graph Format The vertical axis of the graph represents percentage of agents in each state and the horizontal axis represents time The graph shows historical state percentages between Start Time and End Time There are two formats that the graph can be displayed Double click on the graph to toggle between Bar and Area formats Individual Trunk Details From the Real Time Status screen detailed information about a trunk may be obtained by click using the right hand mouse button the trunk the Individual Trunk Details screen appears This screen provides information about the trunk status within the group as well as call statistics and costs CCC Call Center View Page 47 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Queue Monitor Queue Monitor This screen allows you to monitor the selected directory
14. the group GOS Grade Of Service The number of calls answered by the group within the target answer time expressed as a percentage of calls Page 36 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor answered and lost by the group Longest wait The length of the current longest waiting call for this group Longest Waiting The longest waiting call before answer today Answered Longest Waiting Lost Overflowed To The number of calls which originally rang another directory number then rang this group and were answered Overflow From Calls that originally rang this group and then rang a subsequent group Agent Status Members The number of members in this group ringing Holding The number of agents currently holding calls Busy Wrap up The number of agents currently in busy wrap up Busy NA The number of agents currently in busy not available Logged off Call Totals Today Incoming Outgoing Lost Refused The total number of calls which rang the group and were not answered by members of the group today Transferred To The total number of calls transferred to the group toda Transferred From The total number of calls transferred from the group today Average Duration s The average duration of incoming calls today Outgoing The average duration of outgoing calls today bk Note Any metric with a indicates that a breakdown of internal or external call Statistics can be derived by pau
15. to be displayed on the Queue Monitor View screen Queue Monitor View Button There are twenty queue lists 1 20 available Within each queue list you can monitor up to nine directory numbers To identify a Queue List click the spin button El until the required Queue List Id appears To identify each Queue List place the mouse cursor in the Queue Name text box and then type a name CCC Call Center View Page 18 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Queue Monitor Select Directory Numbers You can select directory numbers in 2 ways Spin Buttons To select a directory number 0000 9999 click and hold the mouse on the spin button El until the required directory number appears in the left hand Dox Dn Search Double click a directory number entry box the Dn Search screen appears a Dn Selection By default the Available Dns list box contains all the directory numbers within the Telephone switch associated with the selected Dn Selection categories i e Group and Agent If only one category has been selected then only the directory numbers associated with that category will be displayed in the Available Dns list Dox 1 To deselect any of the categories click fi associated with that category 2 To select any of the categories click L associated with that category b Set the Directory Number Order The Available Dns can be in three different orders Dn Directory Number
16. today this shift Group Calls Avg The average duration of incoming answered calls Duration answered by agents for a particular agent group campaign or the average duration of all calls answered for all agent groups for today this shift Outgoing Ext Internal To Page 39 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Agent Display Position When you are viewing Real Time Status screen for the first time the agents within the group are cascaded Rearrange them by either selecting the Auto Format Columns option or using the drag and drop option By default there are three preset positions Click the Layout button ES to view the Layout Display Selection screen Select one of the items on the list then click OK If there are more than 12 agents in the group then Display Checkerboard option can not be selected Resize the Real Time Status screen by using moves the screen to the left by one column or moves the screen to the right by one column If the Agent s position s have been altered manually i e using the drag and drop method within the Real Time Status View screen then click to return agent s r last saved position To save the new position of the agents click L Group Status Percentage This screen displays the percentage of the selected group s agents within the five selected states all other states being represented by the Other s category From the View menu select Perc
17. 0000 9999 or Name Directory Number name alphabetically or Type Directory Number type alphabetically Click associated with the required order c Select Directory number Click the required Directory Number then click El or Double click the directory number Delete Directory Number To remove the selected directory number from the Queue Monitor Set Up screen double click a directory number entry box the Dn Search screen appears Click IF associated with Delete Entry Click El Not Initialized will be displayed in the directory number entry box CCC Call Center View Page 19 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View BLF Details BLF Details The BLF screen has been implemented to provide an overview of up to 240 directory numbers on the system in real time This screen allows agents groups trunks and DID s to be displayed on a completely free format basis in order to gain a perspective on all elements of the system From the Set Up menu select BLF Details The BLF Details screen allows you to select directory numbers to be displayed on the BLF Details View screen BLF View Button 9 There are 240 entries available They are divided into 4 tabs each containing 60 entries Tabs are from 1 60 61 120 121 108 and 181 240 The Available Dns contained in the top list box can either be in number or in alphabetic order By default the order is in Dn directory
18. AVAYA CCC Call Center View User Manual Introduction General Contents Ile Le ei dn BEE 3 A A A A A A ee meee 3 Cal CCL vieWiCE Vania ooo cias 4 Launching Gall e ne 5 Starting Call Center TEE 5 Undefimed Directory NUM Se los 6 A ie A erro ee Oe ee ee eee ey ee ee eee ee 6 FUNCION INC YS ataca blocs a a 6 o eene PP O 6 call Center View Maln creci cis T Fie Ment OPINAS ta 8 Send WICS e E 8 DUDEIVISO MESSAGES A a O e a de 8 CallBack Request id 9 NEIWOIK Detalla a A ica 10 Group Membership AIA SS ria a bete dec ues 11 Del UD EE VW ee 12 Generals a o eee se as oes ins 12 PANU le 12 Walboara Ms Dalabas Ciutat a aa 12 User Dala ratas 13 Snow Network Details On Star UD sica id 13 Er AAA ON 14 Tr nk Group St aa 15 E EE 15 Real TIMES tatus RTS POISON AY ii ta 18 Group Status e E e Sy musico aaa 18 QUES MONO ollo dias 18 SI RT UE 20 A A E AN 22 AN 23 A reer et heel een ca ne peste ae death a 29 Walboard Destinatario oi dida 30 Alarm Detalla A A E 31 A A eeler 32 Bleu Lee ubican ib ti dora ii 33 RISCH dn te EE 33 Va 34 SS a sea Paste ee ee ee 34 A A EE 35 PONK Group MONIO EE 44 A A ee eT RR Ra eee ee 48 AAA ee 50 DTAC AY ari dcir en eee Tee See ene here te eee Te 51 Ala EIS lee EE EE ee 52 FOUR TON AN Co ee 54 A AAA O A O 55 APP 55 SVS lU Ee lan Un EE 56 PN ie ess ett hee Sect aie cea he aster E 56 Ee EE ly 1 eee enor ee EOS ete ney tier Ee 57 ANSWEF TIME ita asis 58 Sen Run oo rial a 58 O a O 59
19. Activity BLF To view the status of the selected directory numbers within the BLF Details screen in greater detail click The Dn Activity screen appears You can change column widths by dragging the column boundaries in the table itself and then click Ell Using the Dn Activity Set Up option Gel you can select the fields to be displayed together with the order in which they appear on the screen Note The minimum Update Period settings for this screen is 5 seconds CCC Call Center View Page 50 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Dn Activity Dn Activity To view the status of directory numbers in greater detail click also available from the following View screens Which is Agent Real Time Status see Agent Dn Activity on page 40 BLF Details see BLF Dn Activity on page 50 Individual Summary screens CCC Call Center View User Manual To find out detailed information about any of the selected directory number s i e group agent trunk DID click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual summary screens are e Individual Group Details on page 48 e Individual Agent Details on page 48 e Individual Trunk Group Details on page 49 Page 51 40DHB0002USBB Issue 2 07 17 2001 View Alarm List Alarm List This screen allows y
20. C Wallboards and then L for individual active PC Wallboard Once you have selected the required device s click Done 2 From the Alarm Wallboard Destination screen click Save List Remove Wallboard Device To remove a wallboard device from the Wallboard Destination List double click the device Wallboard Probe Time This sets the time interval at which the CCV checks the selected wallboard device s to ensure the connection to the device s is still intact The default Time is set to 05 00 minutes To change the Time click and hold the spin button El until the required time appears CCC Call Center View Page 30 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Details Alarm Details From the Set Up menu select Alarmable Details The Alarm Details screen allows you to administer the alarm configurations based on the following conditions 1 Alarm enables disables an alarm field for all the specified directory numbers This means that if you do not wish to monitor an alarm field for the directory numbers you can disable it without changing its configuration for individual directory number 2 Forward forwards alarm messages to the wallboard device s select the required alarm field to be displayed on the wallboard device s 3 Default Display Time the duration of time of the alarm messages displayed on the Scheduled Messages List of the Wallboard Server Note In this manual Wallboard
21. Group Monitor and BLF Details Set Up SCreens Note The minimum refresh time of this screen is 5 seconds Select fields By default all the fields are selected as indicated by M field 1 To de select any of the fields click M 2 To select any of the fields click Fl associated with a field The fields available for selection are shown in the table below associated with a associated with a field Agent Group Internal To Overflowed From Average Abandoned Last Account Code A To Last Calling Line ID PC Duration Duration Call Rate Logged On At Time On Duty today Calls Waiting Longest Wait Total I C Call Duration Cost Today Longest Waiting Transferred From Answered Longest Waiting Lost Transferred To Lost Calls A Internal From Outgoing IN Background color This option allows you to change the background color of the Dn Activity View screen 1 From the Dn Activity screen click Back Color the color selection screen appears 2 Click a color and then click the OK button 3 Click Cancel to close the screen without selecting a color CCC Call Center View Page 22 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Trip Points Alarm Trip Points CCC Call Center View User Manual Three different alarm tiers may be set for each device enabling the administrator to set alarm conditions with an increasing degree of severity the three different tiers of alarms are clas
22. ID directory number s click using the right mouse button the summary screen for the selected DID directory number appears This screen provides information about the status of the directory number Find PUES IY Number CCC Call Center View User Manual If you have configured two or more Queue e screens to search for a directory number in one of the screens click L EI The Find Dn screen appears 2 If you know the directory number s name then place the mouse cursor in the Dn Name text box and type the first letter of the name You will notice all the selected directory numbers within the Queue Monitor screens beginning with that letter are automatically listed in the Results box 3 The above procedure is also applicable for the Dn Number Place the mouse cursor in the Dn Number box and type the first digit You will notice all the directory numbers beginning with that number are automatically listed in the Results box 4 To select the required directory number double click it from the Results box However if there is only one directory number listed within the Results box Go to is enabled Select the directory number and then click Go to Queue Monitor incorporating the selected directory number will now be displayed 5 To close the screen click Exit Page 49 40DHB0002USBB Issue 2 07 17 2001 View BLF Details BLF Details This screen allows you to monitor the status of the selected directory number s
23. In this manual Wallboard devices are comprised of Wallboard 10 22 as well as any active PC Wallboard s e Generic Alarm Alarm types available in the Alarm Trip Points Set Up option e Alarm Script Alarm messages accessible from the Wallboard Server The Alarm messages can either be displayed in generic or scripted format which are obtained from the Wallboard Server See Alarm Messages section in the Wallboard Manager Manual 1 Ensure you have selected the wallboard device s as detailed in Wallboard Destination on page 30 2 From the Set Up menu bar select Alarm Scripts Preview shows the format of the alarm message being displayed on the wallboard device s Scripted Alarm Messages CCC Call Center View User Manual To display Scripted Alarm Messages you need to associate the alarm messages with the Alarm Type Alarm Type is the alarm threshold settings configured for a directory number as detailed on page 23 1 Click the pull down arrow and select from the listed alarm Type options 2 Click the pull down arrow and select an alarm Cat Category either Low or High 3 Click Change the following screen appears Click Script Preview shows the layout of the message as will be displayed on the wallboard device s 6 Click the required message Click the OK button 7 To close the screen without making any changes click Cancel 8 Tochange from Script format to Generic format click Change 9 Ensure Ge
24. Numbers Undead 6 12 F File Network Deals 10 et EE 10 send Messate x aceite 8 A EE 5 Forward Alarmms 2 G Group Monitor TD ACI 40 CHOU tics o O 36 Group Status Percentage 40 Individual Group Details 36 H e EE 6 N Network Details 10 P Pt da acotada 10 Profile CC Abe eebe 55 LOS A a ore eer trerneres 55 Reny ici 55 Q Queue Monitor Find Directory Number 49 Individual DID Details 48 49 CCC Call Center View User Manual S Send Message aia 8 Set Up Alarm Scrmts 29 Alarmable Details 31 BED sisas 20 Be a eee eta 12 Default Settings ooooommmmmmm 33 Di ACUVILY do 22 31 Generic Alsa 29 Group Displanw 15 Group Litas 14 Group Status Percentage 18 A nesre rins 12 Next PreviOus cicl n 12 EIERE ee 12 Queue Monitor 18 Real Time Status Display 18 Referenced Alarm 28 EE 12 Stato Detail 32 Update Period oia 33 User Data Path 13 Wallboard Destination 29 Wallboard Devicee eee 30 System Admin Answer mme 58 PCA Target Time 57 FRESE E E 56 Reset KEE 58 T Trunk Group Monitor TOUR 45 Group Status Percentage 47 V View Akar A eR Settee eee 52 BER Dela enact 50 o A A 34 DO ACUVIY susi a 51 Group Monitor 35 36 Queue Monitor 48 Screen Default Size 34 State Details 34 Trunk Group Monitor 0000000 44 Update Periods cmo 34 W Wallboard Destination
25. SBB Issue 2 07 17 2001 Set Up Call Center View Alarm Trip Points Example for Calls Waiting Longest Waiting Call and Average Answer The flowchart and the table illustrate this example lf Alarm threshold clear is set to 20 and the Normal Alarm value is set to 10 The alarm occurs when the value is greater than 10 the specified value When it reaches 80 of 10 it will automatically be cleared i e High Alarm 10 hence High Alarm Clear 10 x 80 8 Queue Wait Value Alarm No Alarm High Alarm High Alarm High Alarm Clear No Alarm Queue Narra Y High Ab ear CCC Call Center View Page 26 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Trip Points Example for PCA The flowchart and the table illustrate this example lf Alarm threshold clear is set to 20 and PCA Normal Alarm value is set to 80 The alarm occurs when the value is less than 80 the specified value When it reaches 120 of 80 it will automatically be cleared i e Low Alarm 80 hence Low Alarm Clear 80 x 120 96 PCA Value Alarm No Alarm q ia Low Alarm Low Alarm Low Alarm Clear No Alarm Is PCA N lt or 79 No Alarm Y Low Alarm ls PCA N oy gt 0r 96 Y Low Alarm Clear Restore the Alarm Value If you make an error while specifying the alarm values Restore allows you to return the values to their previous number providing you have not App
26. Schedule List The message is displayed on the relevant wallboard s with respect to the Priority Level of the Scheduled Messages To alter the Duration in seconds of your message on the Schedule List click the El spin button until the required time is achieved Select Standard Message and then click Send The message is displayed on all active PC Wallboards as well as all the selected Wallboard 10 22 within the Alarm Settings option of the Wallboard Server Select Supervisor Message option to send the message to a specific active PC Wallboard e Audible Alert enables causes the selected active PC Wallboard to provide an audible warning e Agent ID allows you to select an active PC Wallboard click Agent ID Wallboard Server Browser screen appears listing all the active PC Wallboards Select the required one and then click Done Click Send to display the message on the selected the active PC Wallboard Supervisor Messages This option is not currently supported CCC Call Center View User Manual Page 8 40DHB0002USBB Issue 2 07 17 2001 File Menu Options Call Back Request Call Back Request The Call Back Request feature when used in conjunction with the Voice Manager Pro allows the supervisor to view a list of incoming callers who have selected the option of call back from the Voice Manager Further details are available in the Call Flow Manager Manual for the setup of this feature Call Back Request feature
27. Trunk If only one category has been selected then only the directory numbers associated with that category will be displayed in the Available Dns list Dox To select any of the categories click IF associated with that category To deselect any of the categories click associated with that category b Set the Directory Number Order The Available Dns can be displayed in one of the three different orders Dn Directory Number 0000 9999 or Name Directory Number name alphabetically or Type Directory Number type alphabetically Click associated with the required order c Select Directory number Click the required Directory Number then click El or Double click the directory number Page 24 CCC Call Center View 40DHB0002USBB Issue 2 07 17 2001 User Manual Set Up Call Center View Alarm Trip Points Specify Alarm Values 1 Click using the right hand mouse button an alarm field e g Incoming to enable the alarm e g from to Each alarm field is divided into 4 segments No Alarm White e Normal Alarm threshold Green e Caution Alarm threshold Amber e Critical Alarm threshold Red 2 Highlight the digits on the right hand box and type a number that is divisible by 4 This value sets the full scale of the alarm 3 Place the mouse pointer on the a slider e g Normal Alarm the pointer changes to click and drag left or right increase or decrease until the
28. agent PCA Ext The number of external calls answered by the agent within the target answer time as a expressed percentage of calls answered by the agent GOS All Grade of Service The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls presented to the Lost Calls Ext Answered Ext Refused Calls Ext agent GOS Grade Of The number of external calls answered by the agent within Service Ext the target answer time as a expressed percentage of calls presented to the agent Outgoing All The total number of all outgoing calls internal and external made by the agent today The total number of external outgoing calls made by the agent today The total number of internal calls received by the agent today nternal From The total number of internal calls made by the agent today Longest Wait The longest waiting current call L Wait Ans All The longest waiting of all calls internal and external before answer today L Wait Ans Ext The longest waiting external call before answer today L Wait Lost All The longest waiting of all calls internal and external which was lost today by the agent L Wait Lost Ext The longest waiting external call which was lost today by the agent Group Calls Answered The total number of incoming answered calls answered by agents for a particular agent group campaign or total calls answered for all agent groups for
29. al Trunk Details The above diagram shows the levels for monitoring trunks Using the left mouse button you can move down a level Using the right mouse button you can obtain a summary of individual directory numbers i e Group and Real Time Status screens CCC Call Center View Page 44 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Trunk Groups Trunk Group Monitor From the View menu select Trunk Group Monitor or click Trunk Group Monitor View screen appears Trunk Group A trunk group is represented by ALOG LINES 90 PLA All 96 6 GOS All 953 0 Lost All 4 Calls Waiting 2 Answered All 126 Individual Trunk Group Details Real Time CCC Call Center View User Manual From Trunk Group Monitor screen to find out detailed information about a group click using the right hand mouse button the group the following screen appears This screen provides information about the trunk group s activity for today or shift as well as the current status Status From a Trunk Group click using the left hand button of the mouse the group the Real Time Status screen appears This screen shows the number of trunks in the group their individual status and the length of time each trunk has been in that state The Dn Activity option is disabled when viewing this screen from a trunk Group in this version of the CCV application Real Time Status screen displays the name of the group as well as the selected dis
30. at i e the agent group or voice manager group e Status e Waiting Callback Request message waiting to be assigned to an agent e Actioned Callback Request message that has been assigned to an agent e Cleared The agent has dealt with the Callback Request Assign a Callback Request message to an Agent CCC Call Center View User Manual 1 To assign a Callback Request message to an agent right click the item and then select Action from the list of the popup menu See example above If Action is greyed out this Callback cannot be forwarded to an agent since it contains non numerical characters 2 From the Wallboard Server Browser screen which displays a list of active PC Wallboard s click the required PC Wallboard Click Done Page 9 40DHB0002USBB Issue 2 07 17 2001 File Menu Options Network Details Remove Callback Request Message To remove an item from the list click using right mouse button the item and then select Remove from the list of the popup menu Print a Screen Ensure a printer is available either locally i e connected to the PC hosting the CCV or remotely i e connected within the network By default the print buttons on toolbar and on Set Up and View screens will be enabled when you open a screen incorporating the Print option To print a current screen either e from the screen click Print or e from the toolbar click el Or e from the File menu select Print or
31. by the agent today Answered All The total number of all calls internal and external answered by the agent today Answered Ext The total number of external calls answered by the agent today Last Call Cost The cost of the last call made by the agent Total Call Cost The total of outgoing call costs incurred by the agent today Refused Calls All The total number of all calls internal and external which rang the agent today which they did not answer Refused Calls The total number of external calls which rang the agent today which they did not answer Calls Waiting The total number of calls waiting for the agent PCA All The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls answered by the agent answer time as a expressed percentage of calls answered by the agent GOS All Grade Of Service The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls presented to the agent GOS Ext Grade Of Service The number of external calls answered by the agent within the target answer time as a expressed percentage of calls presented to the agent Outgoing All The total number of all outgoing calls internal and external made by the agent today Outgoing Ext Internal To nternal From Longest Wait L Wait Ans All The longest waiting of all calls internal and external before answer today L Wa
32. can also be utilized in conjunction with the PC Wallboard to allow the supervisor to assign callback messages to the agents that are logged on to the PC Wallboard application Further details are available in the Wallboard Manager Manual for the administration of the callback messages This option allows you to administer a list of callback messages received from the Voice Manager as well as to assign call back messages to the agents via the PC Wallboard Create a Call Back Request message 1 From the File menu select Call Back Request 2 Right click anywhere on the pane and select Add from the list of the popup menu When you select Add the dialogue box expands to give a bottom section allowing you to add a callback request 3 Use the spin buttons to select the Dn Name or double click in the text box to access the DN Search screen and then select the required directory number 4 Enter the incoming Caller ID number for the agent to call back the client in the Add Caller ID section 5 Click Add to include it to the Call Back Request list and then click Close The Callback Request List displays the following information e Date The date when the callback request arrived e Time The time when the callback request arrived e Caller ID The Calling Line Identity i e the telephone number of the caller requesting the callback option e Original Target The Directory Number Name that the incoming call was originally targeted
33. devices are comprised of Wallboard 10 22 as well as any active PC Wallboard s For all the alarm configurations specify the following options 1 Audio Alarm Set Clear This causes the PC to beep every time an alarm has been triggered and also when the alarm is cleared 2 Pop Up Alarms When an alarm field reaches its threshold setting this option will cause the First Alarm screen together with the Individual Detail screen for the directory number to pop up 3 Generate Alarm Log File Any alarm that is generated can be saved to the CCV Alarm Reporter to provide an historic representation of exceeded alarm conditions See CCV Alarm Reporter manual for further information CCC Call Center View Page 31 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View State Details State Details This option allows you to select a set of preferred colors for the states 1 From the Set Up menu select State Details 2 To change the Text color of a State click Back which changes to Text Then click the state a Color Selection box appears 3 Click the required color Click the OK button 4 To change the Background color of a State click Text which changes to Back Then click the state a Color Selection box appears 5 Click the required color Click the OK button 6 To close the Color Selection box without selecting a color click Cancel Note If you select Red color an error message will appear preventing you
34. eate a new Profile However you need to have logged onto CCC User Access with the user name of Admin 1 2 3 4 From the Profile menu select Create Profile the Create Profile screen appears Type in a user name click Create From the confirmation screen click Yes to create the Profile From the confirmation screen click No to return to Create Profile screen to modify the name Remove Profile This option allows you to remove a Profile However you need to have logged onto CCC User Access with the user name of Admin 1 2 CCC Call Center View User Manual From the Profile menu select Remove Profile and the Remove Profile screen appears Click the pull down arrow to display a drop down list of the existing Profiles Click the required name then click Remove From the confirmation screen click Yes to remove the Profile From the confirmation screen click No to cancel the confirmation screen Page 55 40DHB0002USBB Issue 2 07 17 2001 System Admin System Admin Reset Stats This option allows you to reset the statistics for a selected directory number From the System Admin menu select Reset Stats the Reset Stats screen appears Select Directory Number You can either reset the call statistics for all the directory numbers or an individual one Reset All DNs This allows you to reset the call statistics for all the directory numbers within the telephone switch This is the default
35. entage or from the Real Time Status screen tool bar click al the Group Status Percentage screen appears This is a real time screen that shows a summary of the percentage of agents in each state The statistics along the status bar of the screen represents the information of the agents within the group Percentage Graph Format The vertical axis of the graph represents percentage of agents in each state and the horizontal axis represents time The graph shows historical state percentages between Start Time and End Time There are two formats that the graph can be displayed Double click on the graph to toggle between Bar and Area formats Agent Dn Activity CCC Call Center View User Manual To view the status of the Agents within the Group in greater detail from the Real Time Status screen click 1 The Dn Activity screen appears You can change column widths by dragging the column boundaries in the table itself and then click J Using the Dn Activity Set Up option you can select the fields to be displayed together with the order in which they appear on the screen Click using the right mouse button an agent the Individual Agent Details screen for the selected Agent will appear Page 40 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Individual Agent Details CCC Call Center View User Manual The Individual Agent Detail screen allows the supervisor to focus in on a particular agent and view thei
36. erflow to Maximum The inter to maximum alarm threshold triggers when the number of calls answered by another group and transferred to a member of this group exceeds any of the specified thresholds Overflow from Maximum The inter from maximum alarm threshold triggers when the number of calls answered by this group and transferred to another group exceeds any of the specified thresholds From the Set Up menu select Alarm Trip Points You can reference alarms to any directory number s alarm variable as explained in Define Referenced Alarm on page 28 A referenced alarm is indicated with a blue cyan background Page 23 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Trip Points lf you do not wish to monitor any alarm category disable the alarm without setting its value to zero 0 For further details see Alarm Details on page 31 Note Use the right mouse click to enable an alarm and double click the left mouse button to disable an alarm Select Directory Numbers You can select directory numbers in 2 ways 1 Spin Buttons To select a directory number click and hold the mouse on the spin button until the required directory number appears in the left hand box 2 Dn Search Double click a directory number entry box a Dn Selection By default the Available Dns list box contains all the directory numbers within the Telephone System associated with the selected Dn Selection categories i e Group Agent and
37. ew User Manual This option is used to display the Network Details screen every time you start the Call Center View To set this option e From the Set Up menu Select the Show details on Start Up Option A check placed next to this option in the Set Up menu indicates that this has already been selected Page 13 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Group List Group List The group monitoring screen puts the supervisor in control of their agent skill groups or campaigns allowing them to monitor the status of these The supervisor may view 6 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 10 screens thus enabling the supervisor to monitor large numbers of groups simultaneously From the Setup menu select Group List the Group List Selection screen appears This option allows you to select groups excluding Trunk Groups to be displayed on the Group Monitor View screen Group Monitor View Button L i To Add a Group The information regarding all the groups within the Telephone switch are listed in the Available Groups list box Up to a maximum of 60 groups can be added to the Display Group To add a required group to the Display Groups from the Available Groups either e double click a required group or e select a group then click the Add button TO move a group up or down the Display Groups list click the required group and then click Move Up or
38. formation on the number of calls waiting response times and service levels PC Wallboards The PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalized view of the contact center The PC Wallboard also allows agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests Report Manager Provides in depth historical reporting on CFD or call center activity In addition to call information the Report Manager also reports agent activity This powerful package allows individual call records to be stored and reported upon months later Report Designer The Report Designer is a software tool used for querying and reporting It enables the user to create reports that contain data from their call center database and schedule reports to be updated and printed CCC User Access This allows the user to have security and store their personal view of the call center activity Page 3 40DHB0002USBB Issue 2 07 17 2001 Introduction Call Center View CCV Call Center View CCV CCV provides the customer with the combination of real time service monitoring and resource management A supervisor can manage and improve the service they provide with full real time visibility of all of their resources whether the resources are equipment or people
39. he fields listed in the table below The Group List statistics can either be set to the same statistics as the selected groups or be a different setting To alter the Group Display Selection for a group select the group Click the pull down arrow associated with a selection and select from the listed options e PCA All The number of all calls internal and external answered within the target answer time expressed as a percentage of internal and external answered calls PCA Percentage of calls answered e PCA Ext The number of external calls answered within the target answer time expressed as a percentage of external answered calls PCA Percentage of calls answered e GOS All The number of all calls internal and external answered within the target answer time expressed as a percentage of internal and external calls presented GOS Grade of service e GOS Ext The number of external calls answered within the target answer time expressed as a percentage of external calls presented GOS Grade of service e Lost All The total number of all incoming internal and external unanswered Calls today e Lost Ext The total number of external incoming unanswered calls today e Calls Waiting The total number of calls waiting for the group e Answer All The total number of all calls internal and external answered by members of the group e Answer Ext The total number of external calls answered by members of the grou
40. iew Launching Call Center View Starting Call Center View Before starting Call Center View CCV you must ensure the Delta Server is running Call Center View is started by 1 Click the Start button on the Windows taskbar 2 Point to Programs 3 Point to CCC 4 Click Call Center View from the sub menu When you start Call Center View the Login Profile to Call Center View screen will show From the screen you can logon using an existing profile or create a new profile To Connect Using an Existing Profile Click the pull down arrow to display a drop down list of the existing profiles Select the required name and then click the Logon button The Loading Setup Details screen appears If in the splash screen the Reconnect to last known Delta Server option is selected then the Call Center View will automatically connect to the last connected Delta Server Note 1 If in the splash screen the Reconnect to last known Delta Server option is NOT selected then the Search screen appears indicating the Call Center View is searching for the Delta Server s Once the Delta Server s has been located the Find Server screen appears listing the available server s Select the required server and then click the Connect button If your required Server is not listed click the Advanced button Select one of the search options and then click the Search button Note 2 Profile Names and their individual configuration are only saved in the
41. is set by default to PCA All GOS All Lost All Calls Waiting and Answered All Each Selection contains the following the fields as listed in the table below 1 To alter the RTS Display Selection for a group select the group Click the pull down arrow associated with a selection and select from the listed options 2 Repeat for the required selections Note For details of the parameters refer to page 16 Group Status Percentage An instant graphical presentation of the percentage of agents as well as trunks is available for each group This option allows you to select the required states which are monitored on the Percentage View screen Percentage View Button L From the Set Up menu select Group Status Percentage the Group Status Percentage screen appears By default all the states are selected for the Agent Group and only 5 states are available for the Trunk Group Click M1 to deselect a state for either Agent Group or Trunk Group State Details on page 32 details the procedures required to change the color of the states the text as well as the background Queue Monitor Queue Monitor has been designed to monitor the call traffic by allowing the supervisor to display up to 180 queues in real time via 20 screens each containing 9 queues These queues may represent trunks trunk groups agents and agent groups From the Set Up menu select Queue Monitor This option allows you to select the directory numbers
42. it Ans Ext L Wait Lost All The longest waiting of all calls internal and external which was lost today by the agent L Wait Lost Ext Group Calls The total number of incoming answered calls answered by agents for a Answered particular agent group campaign or total calls answered for all agent groups for today this shift Group Calls Avg The average duration of incoming answered calls answered by agents Duration for a particular agent group campaign or the average duration of all calls answered for all agent groups for today this shift x CCC Call Center View Page 46 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Trunk Group Monitor Trunk Display Position When viewing Real Time Status screen for the first time the agents within the group are cascaded Rearrange them by either selecting the Auto Format Columns option or using the drag and drop option By default there are three preset positions Click the Layout button E to view the Layout Display Selection screen Select one of the items on the list then click OK If there are more than 12 agents in the group then Display Checkerboard option can not be selected Resize the Real Time Status screen by using moves the screen to the left by one column or moves the screen to the right by one column If the Agent s position s have been altered manually i e using the drag and drop method within the Real Time Status View screen then click El to
43. lied the alarm settings to the directory number Click Restore to return the alarms to their previous values Apply Alarms to Directory Numbers CCC Call Center View User Manual Once you have selected the directory number and set its appropriate alarm categories you MUST apply the alarm setting s to the selected directory number type If the selected directory number is a group then you have a choice of whether to apply the alarm settings to the group and or to its members A group contains agents or trunks Note If you click Save prior to applying the alarm settings to the selected directory number then the alarm settings have NO EFFECT on the directory number Page 27 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Trip Points Define Referenced Alarm It is possible to set referenced alarms to assist the Contact Center Supervisor in identifying exceptions These alarms provide a real time comparison of alarm fields e g Incoming against other devices performance For example e Member referenced to its group e Member referenced to another member within the group e Group referenced to another group For example an alarm may be set to compare one agent group s call answering total against another When you alter the alarm value of the target directory number and then the other directory number s referenced alarm value will automatically change accordingly 1 Select a target directory number Specif
44. list screens In the first screen the button allows you to view the last Queue list screen In the last screen the button allows you to view the first Queue list screen Click D D to view previous next screen Individual Group Details To find out detailed information about group directory number s click using the right mouse button the summary screen for the selected group directory number appears This screen provides information about the status of the selected directory number Further details are available in Group Details on page 36 Individual Agent Details CCC Call Center View User Manual To find out detailed information about agent directory number s click using the right mouse button the summary screen for the selected agent directory number appears This screen provides information about the status of the selected directory number Further details are available in Individual Agent Details on page 41 Page 48 40DHB0002USBB Issue 2 07 17 2001 View Queue Monitor Individual Trunk Group Details To find out detailed information about trunk group directory number s click using the right mouse button the summary screen for the selected trunk group directory number appears This screen provides information about the status of the selected directory number Further details are available in Trunk Groups on page 45 Individual DID Details To find out detailed information about D
45. neric is selected and then click the OK button oS Note It is recommended to set the PCA Alarm Type to Low Category Set all the other Alarm Types to High Page 29 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Wallboard Destination Wallboard Destination From the Set Up menu select Alarm WB Destination This option allows you to select specific Wallboard device s within the network to display alarm messages generated from the CCV application By clicking the Modify List button you will stop sending the Alarm messages if Forward has been checked to the wallboard device s You are then able to select wallboard device s as well as any active PC Wallboard s Note Whilst in this screen the Forward Alarm option is disabled To display the Alarm Messages on the selected wallboard devices ensure you have checked the Forward Alarms option in the Alarm Details setup screen In this manual Wallboard device comprises of Wallboard 10 22 as well as any active PC Wallboard s Add Wallboard Device 1 Click the Add to List button The Wallboard Manager Browser screen appears which lists the Wallboard Servers as well as the Wallboard Devices within the network To select all wallboard devices double click m Click Done To select individual wallboard devices click z Wallboard Server then type of the Wallboard 10 22 devices and then double click gg for individual Wallboard 10 22 device or for P
46. nt current screen e F3 Next screen e Shift F3 Previous screen e F4 First Alarm Help The Call Center View Help File uses a context sensitive help format This means that you can obtain detailed information about any of the CCV screens You can access Help in two ways With the screen displayed press F1 or From the menu bar click Help and select the required information The Help topic for the selected option will be displayed CCC Call Center View Page 6 User Manual 40DHB0002USBB Issue 2 07 17 2001 Launching Call Center View Call Center View Main Screen Call Center View Main Screen This section provides an overview of all elements on the CCV screen such as menus toolbar buttons and the information bar Descriptions of the toolbar buttons are displayed on screen when the mouse pointer pauses on them The buttons on the toolbar are as follows Send Message on page 8 Send a message to Wallboard Device Print a Screen on page 10 Print the current screen Group Monitor on page 35 Monitor the selected agent groups Trunk Group Monitor on page 44 Monitor selected trunk groups Group Status Percentage on page 40 Monitor a summary of the percentage of agents as well as trunks in each state Queue Monitor on page 48 Monitor directory number s Groups Trunks or Agents response statistics in real time BLF Details on page 50 Monitor the real time status
47. ntion to the exception Itis possible to select five parameters for each group to be displayed on the group icon In addition five fields may be selected from the list to be displayed at the bottom of the screen as totals for the selected Agent groups Group Details A group is represented by TSG EHG GROUP 4525 Mo on Ready O Grp Calls Ans All d Crp Calle Ans Ext 3 Answered All 43 Answered Ext 26 Busy Individual Agent Group Details CCC Call Center View User Manual To display summary information for a group click using the right hand mouse button the group the Individual Agent Group Details screen appears It is particularly useful as it provides a single screen summary of group information in terms of call volumes status of group members and average call duration s If an alarm has been set for any of the Calls Waiting Longest Wait PCA Lost alarm fields see page 23 for the applicable Setup when the alarm is triggered then the background color of the alarm field changes to red To find out about alarms see Alarm List on page 52 The background color of the Group Status changes to red if the alarm has been triggered The following information is available on Individual Agent Group Details screen Group Status Group s Members Calls Waiting PCA Percentage Calls The number of calls answered by the group within the Answered target answer time expressed as a percentage of calls answered by
48. number The number is placed in the first blank slot To move a directory number from one entry box to another click the directory number and then drag and drop to one of the entry boxes Not Initialized in an entry box indicates you have not selected a directory number To remove a directory number from an entry box double click the directory number Not Initialized is displayed to indicate no directory number is selected Compact Directory Numbers To display the selected directory numbers without blank spaces i e Not Initialized between entries click Compact CCC Call Center View User Manual Page 21 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Dn Activity Dn Activity The Dn Activity screen has been designed to allow the supervisor to drill down in fine detail to the activities of agents groups trunks and DID s in real time by allowing the selection of information from 33 parameters to be displayed The information displayed can be tailored to the supervisor s requirements by adding and removing the required information fields From the Set Up menu select Dn Activity This screen allows you to select the fields and the order in which they appear on the Dn Activity View screen Dn Activity View Button LX As there is no option to select directory numbers within the Dn Activity Set Er Up screen the Dn Activity button L is enabled once you have selected the required directory numbers in
49. number which lists the Available Dns in numeric order Name lists the directory numbers in alphabetic order To change the order click E associated with either Dn or Name Dn Selection CCC Call Center View User Manual By default the Available Dns list box contains all the directory numbers within the telephone switch associated with the selected Dn Selection categories i e Agent Group and Agent If only one category has been selected then only the directory numbers associated with that category will be displayed in the Available Dns list box 1 To deselect any of the categories click Wl associated with that category 2 To select any of the categories click IN associated with that category Page 20 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View BLF Details Select Directory Number There are 240 entries available They are divided into 4 tabs each containing 60 entries Tabs are from 1 60 61 120 121 180 and 181 240 1 2 From the Available Dns list box click l or EJ of the scroll bar or drag LJ along the scroll bar to display the required number If the directory numbers are in alphabetic order click a directory number and then type the first letter of the required name The cursor will be placed on the first name beginning with that letter From the Available Dns list box either click a directory number drag and drop to one of the entry boxes or double click the required directory
50. of directory numbers Dn Activity on page 51 Monitor the status of the directory numbers in greater detail Alarm List on page 52 See the chronologically listed alarms afe Prev Details Next Details Select the next or previous screen e Set Up Configure edit the configuration for a particular screen as detailed in Set Up Call Center View on page 12 Group Membership Analysis on page 11 Analyzes the configuration of the telephone system ensuring consistencies throughout and preventing issues that may cause incorrect data input into the historical database un named members or duplicate entries in groups O Alarm indicator status Indicates the alarm status as detailed in Alarm List on page 52 The information on the status bar displays the following User Name Access Level and Profile Name Site Name from License file and Time and date CCC Call Center View Page 7 User Manual 40DHB0002USBB Issue 2 07 17 2001 File Menu Options Send Message File Menu Options Send Message This option allows you to send a message to the Default Wallboard 10 22 device as well as any active PC Wallboard s See the Wallboard Manager User Manual for setting a wallboard device as default 1 2 3 From File menu select Send Message the Send Message screen appears Place the cursor in the Message text box type message Duration is the length of time your message is listed on the
51. olumn displays the cumulative answer time boundaries as monitored on Dn Activity as well as Individual DID Details View screens 1 To change the Ans Time A F click and hold the mouse on the spin button B until the required time appears in the left hand box The time changes in 1 second intervals The range is 1 120 seconds Note When you alter one of the Answer Times e g Ans Time C the others down from the selected one i e Ans Times D E and F also change by the same value 2 Once you have selected your time for the selected directory number click Set 3 Click Yes to confirm your request 4 Click No to close the confirmation screen This option allows you to define the reset time for Today Stats and ISDN Shift Info fields These fields are reset daily 1 From the System Admin menu select Reset Time the Set Reset Time screen appears 2 To change the time highlight the fields individually Hour Minute then click the spin button Li to obtain the required time Click Set 3 Click Yes to confirm your request 4 Click No to close the confirmation screen Page 58 40DHB0002USBB Issue 2 07 17 2001 Index Index A Alarm Indicator eonim eian 52 Alarm List Acknowledged ooooonnnnnnnnnncnncos 53 FS AlAT EE 52 Unacknowledged ooooonnnnnnnonnnnoooo 53 Nat cda 34 B BLF Details DRACU A AN 50 MONO EE 50 C CCV Ee EE 5 New de TEE 12 A e 55 A 12 34 Users Pro ac cede 6 KEE 34 D Directory
52. ou to monitor the alarms as they occur This is a real time screen that displays the alarm status of the directory numbers The screen displays both the Unacknowledged Alarms in red and Acknowledged Active Alarms in Blue When an alarm occurs the directory number s status background color changes to red The O green Alarm indicator on the top right of the CCV main screen flashes _ red yellow enabling the First Alarm button ES The First Alarm button stays enabled until all the alarms have been acknowledged Alarm indicator status O green No active alarm O O red yellow Unacknowledged alarm O red Acknowledged active alarm There are two ways of finding out the alarm information Method 1 Click the O O red yellow flashing indicator Click a directory number using the right mouse button Individual Dn Details screen for the selected directory number appears Method 2 CCC Call Center View User Manual From the toolbar click ES the Alarm List screen together with the Individual Directory Number Details screen appear The Individual Directory Number Details screen is the first entry in the Alarm List Page 52 40DHB0002USBB Issue 2 07 17 2001 View Alarm List Unacknowledged Alarms Unacknowledged Alarms list box displays in red the alarms as well as the accumulative number of the alarms currently active The Alarm indicator will be flashing 2 O red yellow The Alarms are li
53. p Grp Calls Ans Ext The total number of external incoming answered calls answered by agents for this group No on Incoming The number of agents and trunks currently engaged on incoming calls No on Outgoing The number of agents and trunks currently engaged on outgoing calls No on Ready The number of agents and trunks currently ready to take incoming calls No on Hold The number of agents currently holding calls No on BWU The number of agents currently in busy wrap up No on BNA The number of agents currently in busy not available No on Busy The number of agents currently busy No on L Off The number of agents currently logged off No on Ringing The number of agents whose extension is currently ringing No on Int Made The number of agents currently making internal calls No on Int Revd The number of agents currently receiving internal calls Page 17 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Real Time Status RTS Display Real Time Status RTS Display This option allows you to select statistics for members within a group trunk and Trunk Group Monitor Button Ly From the Set Up menu select RTS Display The RTS Display Selection screen appears This screen allows you to set the required statistics for agents and trunks Select a Group Statistic There is a maximum of five different Display Selections for every group As shown in the diagram above each statistic display selection
54. p e New Incoming Pres The total number of incoming calls presented to members of the group e Outgoing All The total number of all outgoing calls internal and external made by members of the group e Outgoing Ext The total number of all external outgoing calls made by members of the group e Refused All The total number of internal and external incoming calls presented to members of the group not answered by a particular agent e Refused Ext The total number of external incoming calls presented to members of the group not answered by a particular agent e L Wait Ans All The longest wait of any internal and external answered call today e L Wait Ans Ext The longest wait of any external answered call today e L Wait Lost All The longest wait of any lost call internal and external today e L Wait Lost Ext The longest wait of any external lost call today e Call Rate The hourly answered call rate for calls which are originally targeted to the selected group CCC Call Center View Page 16 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View CCC Call Center View User Manual Group Display Avg Ans All The average answer time of all internal and external incoming answered calls Avg Ans Ext The average answer time of all external incoming answered calls Grp Calls Ans All The total number of all internal and external incoming answered calls answered by agents for this grou
55. play information that is being monitored The statistics for the group are represented at the bottom of the screen These represent the total statistics information of the trunks within the group If an alarm has been set for any of the selected statistics see page 23 for the applicable alarm types when the alarm is triggered then the background color of the selected statistics changes to Red To find out about alarms see Alarm List on page 52 To find out which Trunks are set up in a higher numbered trunk group than the group on display click Show members in higher Group which changes the trunks background color to red Page 45 40DHB0002USBB Issue 2 07 17 2001 View Trunk Group Monitor Monitor To alter the Display Selection click aal the Monitor Display Selection screen appears 1 To change a state Color click the pull down arrow and select from the listed options Click Ell At present there is only the State option implemented future versions of the application will support further options 2 To change the Display click the pull down arrow and select from the listed options Click E 3 To close the screen without making any changes click LX The available options are Time in State The time spent in the current state Lost Calls All The total number of all incoming internal and external unanswered calls by the agent today Lost Calls Ext The total number of external incoming unanswered calls
56. r activity per day or per shift The screen also provides a list of the groups that the agent is a member of plus a breakdown of the number of calls answered by the agent for each of these group memberships including the average duration of those calls Summary information for the agent s activity for the day or their shift is also available From the Real Time Status screen more detailed information about an agent may be obtained by click using the right mouse button an agent the Individual Agent Details screen appears This screen contains real time summary information for the day or shift Connected Device is displayed only when the directory number is engaged in an incoming or outgoing call The number in the box indicates the device the directory number is connected to When the directory number is in a state other than Incoming and Outgoing the Connected Device is not displayed The fields available on the Individual Agent Detail screen are as follows Name Agent s group list Current status Time in state The amount of time that the agent has spent in their current state Time on duty this The total time that this agent has spent on duty this login login Total time on duty The total time that the agent has spent logged on today today Group Calls Answered Breakdown of calls answered by the agent by group for by agent which they are a member of including the average duration of those calls Outgoing Call Rate Last
57. red details are lost for the current Profile Set Up screens have Next and Previous options These allow you to move forward to the next or back to the previous screen without exiting the current screen Language This option allows you to select a different language if the Call Center View incorporates multi language facility By default the Language is set to English From the Set Up menu select Language Click the required language Wallboard Msg Database When you choose this option from the Set up menu you need to select the wallboard database from the dialogue box Wallbrd mdb Once selected click on the open button CCC Call Center View Page 12 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View User Data Path User Data Path This option allows you to access the Call Center View Profiles across the network Once the Network path has been established every User regardless of their Access Level need to perform the following instructions from their own PC to gain access to their individual Profile 1 Start CCV Log on as New Profile From the Set Up menu select User Data Path the Setting User Data Path screen appears 2 Select the created network drive and path e g N Users Click Save Exit CCV application 4 Restart Call Center View Log on with your Profile Name and use the CCV according to your Profile configuration Ge Show Network Details on Start up CCC Call Center Vi
58. reen To change the configuration either click Bi or click from the tool bar or from the Set Up menu select your required option View screens provide the following features on the View screen 1 Close LX option that allows you to exit the current screen 2 Minimize and Maximize E screen options 3 Resizing option which allows you to change the size of a window by using the mouse to drag a corner or side of a window in any direction 4 The ability to telephone switching between windows by clicking its button on the taskbar Telephone switching does not close the window you were working in it just changes the view on your screen 5 Default Size Ea that restores the windows to their original size Page 34 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Group Monitor This screen allows you to monitor the status of the selected groups within the CCV Group List This real time screen displays the status of the selected groups This screen also displays each group s selected statistics The features explained within the Group Monitor are e Group List on page 36 e Individual Group Details on page 50 e Group Details on page 36 e Individual Group Details on page 45 e Real Time Status on page 38 e Monitor on page 39 e Agent Display Positionon page 40 e Group Status Percentage on page 40 e Individual Agent Details on page 41 e Force Agent Stat
59. required number value is displayed within the box 4 Ensure to perform Step 3 for all alarm settings i e Normal Caution and Critical 5 Click using the right hand mouse button an alarm field e g Incoming to reference the alarm see Define Referenced Alarm on page 28 for further details 6 To disable any of the alarm fields for a specific directory number double click the alarm field Queue Details Alarm Threshold Clear The Alarm threshold clear sets the automatic low and high alarm clear limits of a directory number for the Queue Details categories The categories are e Calls Waiting No Number of calls Waiting e Longest Wait Sec Longest Waiting call e PCA Percentage of Calls Answered e Average Answer Sec Average call Answer Time By default the Alarm threshold clear is set to 20 The range is 5 40 To increase decrease the Alarm threshold clear click and hold the spin button B until the required value appears in the left hand box This will automatically set the Clear Low and Clear High Note The Alarm Threshold Clear is applicable individually for all the alarm criteria i e Normal Caution and Critical Clear High is associated with Calls Waiting Longest Waiting and Average Answer alarm categories Clear Low is associated with PCA alarm category To alter any of the Queue Details Alarm fields see page 25 CCC Call Center View Page 25 User Manual 40DHB0002U
60. roup which changes the agents background color to red Page 38 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Monitor CCC Call Center View User Manual To display a different statistics for the agents click aal the Monitor Display Selection screen appears 1 To change the Color click the pull down arrow and select from the listed options At present there is only State option implemented future versions of the application will support further options 2 To change the Display click the pull down arrow and select from the listed options Click F The available options are Description Time in State The time spent in the current state Lost Calls All The total number of all incoming internal and external unanswered calls by the agent today The total number of external incoming unanswered calls by the agent today Answered All The total number of all calls internal and external answered by the agent today The total number of external calls answered by the agent today Refused Calls All The total number of all calls internal and external which rang the agent today which they did not answer The total number of external calls which rang the agent today which they did not answer Calls Waiting The total number of calls waiting for the agent PCA All The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls answered by the
61. save the picture as 2222 bmp within the C SDX CallCenterViewWMMUGSHOTS directory CCC Call Center View Page 42 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Force Agent Status Force option is only enabled if you are logged on with Access Level of Administrator From the Individual Agent Details screen click S the Force Agent Status screen appears The Force Agent Feature allows the supervisor to act on the information being received about the running of the Call Center For example should an alarm appear showing an agent in Busy WrapUp for longer than a defined threshold for that agent the supervisor can by simply clicking on an agent force them back into group This is a real time screen and shows the name and current status of the selected agent in the group It allows you to change the agent s status Force Current Status 1 Click associated with any of the status then click S The options are Ch Force into Ready Ch Force into Busy WrapUp OC Force into Busy NA Force Agent Status This feature is not currently supported PTS Percentage Time Summary From the Individual Agent Details screen click 6 the Percentage Time in State screen appears The Percentage Time Summary screen provides information via a real time pie chart showing at a glance the percentage of time an agent has spent in each state today or for the shift and the amount of time an agent has spent in each state Di
62. sed as Normal Caution and Critical These three alarm parameters may be set for individual agents groups or trunks on the criteria shown in the following table The point at which the alarm will clear may be set as a percentage of the alarm trigger time Queue Details Call Waiting Number The calls waiting alarm will be triggered when the number of calls waiting exceeds any of the specified thresholds Longest Waiting The longest waiting alarm will be triggered when the Seconds length of the longest waiting call exceeds any of the specified thresholds PCA Percentage of The PCA alarm will be triggered when the Percentage of Calls Answered Calls Answered drops below any of the specified thresholds Average Answer The average answer alarm is triggered when the Seconds average answer time exceeds any of the specified thresholds the specified thresholds is exceeded specified thresholds is exceeded specified thresholds is exceeded the specified thresholds is exceeded of the specified thresholds is exceeded the specified thresholds is exceeded specified thresholds is exceeded any of the specified thresholds is exceeded Ringing The ringing time in state alarm triggers when any of the specified thresholds is exceeded of the specified thresholds is exceeded any of the specified thresholds is exceeded Lost Calls Maximum The lost calls maximum alarm triggers when the number of lost calls exceeds any of the specified thresholds Ov
63. selecting it By default red background indicates an alarm has occurred View logged off Agents To display all the logged off agents when monitoring directory numbers in the following View screens from State Details screen click Display Logged Off Agents Real Time Status BLF Details CCC Call Center View Page 32 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Update Periods Update Periods From the Set Up menu select Update Periods This option allows you to set the time for obtaining the current information from the telephone switch To increase decrease the Update Period for each field click and hold the mouse on the spin button until the required time appears in the left hand box By default the Update Periods are set to 5 seconds except for Group Status Percentage which is set to 60 seconds The range is 1 25 seconds with the exception of Group Status Percentage which is 1 1440 seconds Note Dn activity cannot be set below 5 seconds Default Settings This option allows you to reset the configured Set Up screens back to default values 1 From the Set Up menu select Default Settings Click IE associated with a field Click the Default button Click the Yes button to confirm default setting Click the No button to close the confirmation screen ON ae TS CCC Call Center View Page 33 User Manual 40DHB0002USBB Issue 2 07 17 2001 View View General General
64. setting Reset Single DNs This allows you to reset the call statistics for an individual directory number within the telephone switch To select an individual directory numbers double click Dn Name text box and follow the instructions detailed on page 24 Alternatively use the spin button El until the required time appears in the left hand box Select Stats There are three Reset Statistics options Oe ee e Today Stats Resets all the statistics of the day e g Lost calls excluding ISDN information ISDN Shift Info Resets all the ISDN related information of the day e g Last Call Cost ISDN Total Info Resets the total ISDN information since the last reset e g Total Lost Records To select any of the options click I associated with that option To deselect any of the options click a M associated with that option Once you have selected your option s click Reset Click Yes to confirm your request Click No to close the confirmation screen CCC Call Center View User Manual Page 56 40DHB0002USBB Issue 2 07 17 2001 System Admin PCA Target Time This option allows you to set PCA Percentage of Calls Answered Target Time for any directory number within the Telephone switch From the System Admin menu select Set PCA Target Time the Set PCA Target Time screen appears Select Directory Number To select an individual directory numbers double click Dn Name text box and follow the instructions
65. sing the cursor over these particular fields of information CCC Call Center View Page 37 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Real Time Status CCC Call Center View User Manual Real Time Agent Status screen allowing the supervisor to view a number of agents in real time An icon showing the agent s name and current state represents each agent in addition the supervisor may select one field to be displayed within the agent icon From the Group Monitor screen click using left hand mouse button a group the Real Time Status screen appears This screen displays the number of agents in the group their individual status Real Time Status screen displays the name of the group as well as the selected display information that is being monitored Using drag and drop the screen may be laid out to represent the office layout from the supervisor s perspective The statistics for the group are represented at the bottom of the screen These represent the total statistics information for the agents within the group If an alarm has been set for any of the selected statistics see page 23 for the applicable categories when the alarm is triggered then the background color of the selected statistics changes to Red To find out about alarms see Alarm List on page 52 To find out which Agents are set up in a higher numbered agent group than the group on display click Show members in higher G
66. splay Labels The Percentage is represented in a pie chart format The colors on the pie chart indicate which state has been selected The number associated with each color indicates the length of time in percentage the agent has been in each state If you do not wish to see this information click Kl associated with Display Labels Select a different State By default some of the states have been selected 1 To select any of the states click a I associated with that state 2 To deselect any of the states click a M1 associated with that state Save the selected States Once you have selected the required states click i This will save the selected states for of all the agents within that group CCC Call Center View Page 43 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Trunk Group Monitor Trunk Group Monitor This screen allows you to monitor the status of the Trunk Group List This is a real time screen and displays the status of the selected trunk groups You can monitor only six trunk groups at a time This screen also displays each group s selected statistics The features explained within the Trunk Monitor are e Trunk Groups on page 45 e Individual Trunk Group Details on page 45 e Real Time Status on page 45 e Monitor on page 46 e Trunk Display Position on page 47 Group Status Percentage on page 47 Individual Trunk Details on page 47 Trunk Group Individual Trunk Group Details Real Time Status Individu
67. sted chronologically Top is the oldest Once an alarm has been cleared within the telephone system it remains in this list until it is acknowledged Each alarm is displayed in the following format Name Dn and Alarm Details 1 To Acknowledge an individual directory number alarm double click the required directory number 2 To Acknowledge all the alarms within the list click a Acknowledged Active Alarms If an alarm is still active once it is acknowledged it will be displayed in blue in the Acknowledged Active Alarms list box The Alarm indicator red will be displayed When a directory number alarm is cleared it will automatically be removed from the list box CCC Call Center View Page 53 User Manual 40DHB0002USBB Issue 2 07 17 2001 View Group Performance Individual Summary screens To find out detailed information about any of the directory number s in the Alarm List screen i e group agent trunk DID click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual Summary screens are e Individual Group Details on page 48 e Individual Agent Details on page 48 e Individual Trunk Group Details on page 49 Group Performance Agent group and campaign performances monitoring are an essential element of the supervisor s daily activity The group performance monitor
68. t hand column One or more group members are of differing device types Trunk Agent etc e amp on right hand column Either the group is unnamed or any one of its members is unnamed Further telephone switch Analysis is provided within the Real Time Status on page 38 for Agent Group Membership Trunk Groups e This indicates that group members are of the same device type and all members are named e Q on left hand column One or more group members are of differing device types Trunk Agent etc Note x on the right hand column will always be ticked as Trunks are not normally named CCC Call Center View Page 11 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View General set Up Call Center View General This section explains the Call Center View Set Up screens and the necessary steps for configuring the program On startup the directory numbers database is automatically downloaded from the Telephone switch via the Delta Server to the Call Center View All the Set Up screens have a Print option This allows you to print the current Set Up screen Each Set Up screen has a Save option When selected the configured information for the logged on Profile is saved in the hard drive of the PC C or in the Network drive and will override the previous configuration However if Save is not selected when exiting Call Center View application or logging on a different Profile then the configu
69. us on page 43 e PTS Percentage Time Summary on page 43 Group List Group BE Group gt Individual Agent Group l Monitor Force Real Time gt Individual Agent ka Dn Activity Group E CCC Call Center View User Manual Percentage The above diagram shows the levels within the Group Monitor View screens Using the left hand mouse button you move down a level Group gt Real Time Status gt Layout Monitor Group Status Percentage Using the right hand mouse button you obtain a summary of individual directory number i e Group and Agents within the Real Time Status screen Page 35 40DHB0002USBB Issue 2 07 17 2001 View Group Monitor Group List The Group Monitor allows high level monitoring of groups The Group List is a conceptual top level group that comprises all the selected groups From the View menu select Group Monitor or from the toolbar click Fal The Group List screen appears The supervisor can view 6 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 10 screens thus enabling the supervisor to monitor large numbers of groups simultaneously At a glance the supervisor can see the status of a group or if any alarms have triggered on that group The group icon shows the current state of the group if an alarm is triggered the group icon will change to red to draw atte
70. wn the Display Trunks list click the required group and then click Move Up or Move Down To Remove a Trunk Group Group Display CCC Call Center View User Manual To remove a trunk group from the Display Trunks list either e double click a selected trunk or e select a trunk then click the Remove button To move a trunk group up or down the Display Trunks list click the required group and then click Move Up or Move Down This option allows you to select a group statistics to be monitored on the Group Monitor and Trunk Group Monitor View screens Group Monitor l l View Button Land Trunk Group Monitor Button Li Dy It is possible to select 5 parameters for each group to be displayed on the group icon In addition a number of fields may be selected to be shown at the bottom of the screen as totals for the groups on display From the Set Up menu select Group Display The Group Display Selection screen appears This screen allows you to set the required Group Statistics for agent and trunk groups as well as directory numbers selected within the Queue Monitor Page 15 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Group Display Change Display Selection There is a maximum of five different Statistic Display Selections for every group As shown in the diagram below each statistic display selection is set by default to PCA All GOS All Lost All Calls Waiting and Answered All Each Selection contains t
71. y and apply the alarm fields for the target directory number 2 Select another directory number Click using the right button of the mouse one of the alarm categories 3 Click associated with Referenced Alarm To select the required Target Dn see page 24 5 Click and hold the mouse on the spin button until the required Target Alarm appears in the left hand box 6 Click and hold the mouse on the spin button until the required Target Percentage 10 200 appears in the left hand box 7 Click Apply Alarm value background will change to blue cyan which indicates the directory number alarm setting have been referenced to a target directory number 8 Repeat the above steps for the other directory numbers and alarm fields 9 If you wish to disable a Referenced Alarm click associated with Normal Then click Apply gt CCC Call Center View Page 28 User Manual 40DHB0002USBB Issue 2 07 17 2001 Set Up Call Center View Alarm Scripts Alarm Scripts The CCV Alarm Handling is tightly integrated with the Wallboard Server software Alarms may optionally be forwarded to the Wallboard Server for display on the wallboards By default once you have specified alarm thresholds for the directory numbers as detailed on page 23 and have also checked the Forward option in Alarm Details on page 31 then when an alarm occurs the alarm details in generic format are displayed on the selected wallboard device s Note

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