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1. rr 73 Chapter 15 System Maintenance occoocccococonoconoccncocncococanocanonanonnnnnnonaninanenono 75 ONIL AE AA A E ene eee Oe 75 Backi T oe a O H 75 Dele Los Tile e TT T TUR 75 EX CCD OM REPO ue eiecit A a 75 ACCESS Database ae ee ee wm er Ee ae e A A An 75 Appendix A DNIS Call Tracking CoralCenter JET Pro Plus Only Tf OV CL VAC W TT a P Cee TI DNIS Dialed Number Identification Service 00000sseseessncnnncnnnennensencenncnnnsansesensenacenas dd Coral JONES ROUN i etait eee eG oh tet uf tasto aot teet hae E ut bat eet Dd dl CoralC enter JB T TDUINTS ODLUOTI ooi essa eae A ita estet ded dieta tns 78 NO A O A II II O a a 79 TINTS CAUSA e c 79 Coral Programming and Call Flow For CoralCenter JET Pro Plus DNIS Tracking 81 CoralCenter JET Pro Plus o O idas 81 CC Pro Plus LLO A as 81 Appendix Gs TTOUDIESACO MN a 83 OVN EW ains 83 ABO ie Sc cse n ee ne ee E A ETON 83 BOGE UP PrODIEM saian a T 83 Database Validation or Backup Failed esses 83 INoByents Bromste Ss WII S sitas tono Ipsam ix ten E M ae PU IDE El LE 83 Client Cannot Connect to the Database Server oooococcccccnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnss 84 LOO RUSSE A 84 Ibo Soria eee oH re 84 Report Fields All Sar AB ico hates ks 84 NOS SAN PT EE PCIE 85 CoralCenter JET Configuratio
2. Dial Number Announcer dial number Chapter 14 Trunk Groups CoralCenter Reporting D atabase Client IDE x File Edit Records Database Reports Admin Password Window Help E 110 Repo mE Reports to do ES 113 Trunk Groups We x O Switch ol Hame Dial Humber O Business Unit Top level Business Unit Target GOS 0 01 Type Short Call Threshold Sec Traffic Threshold 5 Trunks Display Threshold No Busy Record 14 4 Record 14 4 IM nnde s oF 1 AA Figure 19 113 Trunk Groups Enter information on Trunk Groups on this window Chapter 14 Table 9 Trunk Group Fields read only Switch identifier Use the lower selector buttons to select a switch to work with Descriptive name of your choice for the trunk group Dial Number Conventionally the trunk group s dial number as known to the switch A different numbering scheme can be used as trunk group numbers are not passed as data Business unit name associated with the trunk group Target GOS Target Erlang B Grade of Service for the trunk group This field is available for your use when generating custom queries or reports Short Call Threshold Sec Maximum seizure time which defines a short call Used in Trunk Exception I series reports Traffic Threshold Upper limit of traffic considered lower than average for I series reports Display Threshold No Busy Number of busy trunks above which the field on Trunk
3. Position at first last next previous or new same as Data Entry record Refresh Reload records from the database server Quick Sort Sort records on current field ascending or descending Database This selection allows you to edit ACD objects that have Level 1 security see Security on page 22 You can only view and edit objects for which you have read write access Business Units CoralCenter Reporting D atabase Client a x File Edit Records Database Reports Admin Password Window Help ETT Reporting H g3 105 Business Units Al ES Reporte todo 0 Me BUSTS UNNS Mame AE ED ES RR Manager Hame Manager Phone Ho Parent Business Unit Record 14 4 Moo a gt ot ee of 7 AA Zz Figure 11 105 Business Units Chapter 14 Table 2 Business Unit Fields Name of the business unit Manager Name Name of the business unit manager This field currently does not appear on reports Manager Phone No Phone number of the business unit manager This field currently does not appear on reports Parent Business Unit Parent of the business unit see Foreword System Overview on p 17 Select from the list ACD Group Name of the ACD group associated with that business unit This is a display only field it 1s set while editing ACD Groups Customer name display only Set on Customer window On this window set the Business Unit parameters and define the business unit hierarchy see AC
4. Figure 4 Software Structure PME ENEMY CoralCenter JET Architecture At the heart of the Server function is the Object Model which tracks the state of all ACD objects of interest Tightly coupled to the Object Model are the Client Handler which maintains connections with real time and Readerboard Clients and the Switch Interface which communicates with the switch using either the CSTA or the APA protocol The Object Model also communicates with the Database Engine to retrieve information about ACD objects at initialization and then periodically to save statistical information for reports and queries Also communicating with the database engine are the Auto Reports Scheduler which enqueues reports for timed execution the Expiry task which removes aged database records to conserve disk space and the Remote Report Server which enqueues reports under user control from a dial in connection All Server components run in native Windows mode and are designed using multithreading techniques so that when idle little or no CPU resources are used The server host s could therefore be used by other applications but for maximum responsiveness this is recommended for low traffic ACDs only Most Server activity occurs during the periodic database save function and report generation Chapter 3 The Client function consists of the Real Time Client the Database Client and the Readerboard Client The Real Time Client is a native JAVA app
5. T adiran Telecom Coral Center JET ACD MIS Packages Reference Guide Release 3 Feb 19 2001 tFlexiCom The flexible way to communicate TADIRAN TELECOM SHALL NOT BE LIABLE FOR ANY ERROR OR OMISSION CONTAINED HEREIN OR FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING PERFORMANCE OR USE OF THIS MATERIAL Tadiran Telecom reserves the right to alter any equipment specifications and descriptions contained herein Tadiran Telecom makes no commitment to update or keep current the information herein and all information herein is subject to change at any time without notice No part of this publication shall be deemed to be a part of or imply any contract or commitment whatsoever Copyright 2004 TADIRAN TELECOM INC All Rights Reserved 447185613 All trademarks contained herein are the property of their respective holders Chapter Te Tode OR cara 1 DocutnenpoVerVIe Wesce iu toute eumd M QM MM I AE HM M MM ME 1 Documentation Conventions seron a nennen nsna rns na nnne ass s aane n anas 2 Who Should Use This Guide cccccccccssececaseeceaseeceaececeuececcucesaueeseageeeeaueeseaeeessueeasaes 2 How This Guide IS Organized essen nennen eene ener enne nne rsen entes 3 Chapter 2 CoralCenter JET Product Overview eee 6 FOR WO boi MM M M M MM M ME 6 OT aT AEE E uA M EM TUE 6 A eee MeL MM du MI a EPUM MUR AA T The CoralCenter JET
6. oooooooccccccccccccccnnnno oo 6 XX Minimum Coral SW version for CoralCenter JET Pro Plus and CTI 9 63 Cora Lita mene adam eaten dao esas wate So CE t Serial and Ethernet CC CTI Remote Cuesta via WAN Gateways Intranet or Internet Multipleswitch support OPON oio ec o E EYE O Up to 3 Corals User Technician Customer responsible for ensuring compliance with applicable software licenses Note Tadiran Telecom recommends that the LAN segment used for CoralCenter JET be separated from other LAN traffic This segregation will reduce the impact high LAN traffic will have on Real Time display of information CoralCenter JET 1s a dynamic evolving product and so its specifications are subject to change without notice Chapter 3 Chapter 3 System Details Foreword System Overview The term call center has become one of the most widely used terms in telecommunications As the service oriented approach to business has developed so has the need for keeping in frequent touch with customers or prospects To handle this task many companies have implemented their own call centers These call centers have been designed and deployed with the thought in mind of handling large volumes of in bound and out bound traffic as expeditiously and cost effectively as possible We believe the term call center will become a standard description of business units within all companies or of a company s overall operations Some examples
7. Chapter 14 Switches CoralCenter Reporting Database Client File Edit Records Database Reports Admin Password Window Help E 110 Reporting Engine Reports todo 0 Next 111 Switches ad S EE eS i Description Customer Company Record I4 4 8 a rrr of i Formview OOO T TT T T TL AZ Figure 17 111 Switches A CoralCenter JET option permits data from two or more Corals to be combined into one logical presentation Use this window to identify each switch Table 7 Switches Fields A unique numeric identifier The first switch is ID 0 It corresponds to the order in which COM ports are defined in the CORALAPI CFG file Currently there is only a single customer to choose Chapter 14 Announcers CoralCenter Reporting D atabase Client File Edit Records Database Reports Admin Password Window Help ES 110 Reporting Engine ES 103 Announcers EIN Reports to do O Next PTT Donor 0 m Dial Number Record 14 kiklikx af Record Ma i oth of i Form wiew es Figure 18 103 Announcers CoralCenter JET needs to know which dial numbers are announcers so it can process events from them properly All devices used for Announcers SLT port 4VSN port must have their dial numbers listed here Enter one or more numbers on this window then select OK Table 8 Announcers Fields Switch read only Switch identifier Use the lower selector buttons to select a switch to work with
8. File View Help Group Customer Service Filter All Calls Waiting 45 Agents Busy ACD 43 Maximum Wait Time 4 19 Agents Released 3 Average Wait Time 2 24 Last Period Ovfl 0 Agent ID Extn H State Time Call Info ALPHONSE CHERI 4127 40790 ACD 3 18 KARIM ZOBENE 4130 40620 ACD 1 13 4132 413990 Idle 3 05 LATOUCHE DURLA 4134 40590 ACD 3 13 BRUNO IRENE 4138 41510 ACD 1 32 3 14 LOMBAY JERRY 4139 40101 Idle 1 38 CLEVELAND TAMMIE 4144 41310 ACD 1 32 COLON ZAIDA 4158 4128 OGY 0 01 MEDINA GUY 4163 4026 0 ACD 1 50 PENA JUANA 4173 40500 ACD 2 05 PEREZ GRACE 4175 40180 ACD 2 315362 QUINONES EFRAIN 4180 40910 Busy 0 35 RODRIGUEZ MONICA 4195 40640 ACD 7 52 gt rr A P PP_ PHILLIP ANTHEA 4199 40540 ACD 8 00 Mi Window 2 Real Time Group Agent Detail Each user ACD Group agent Trunk and corporate level is put into a hierarchical structure made up of Business Units As each corporation s structure is different from others Tadiran Telecom designed the CoralCenter JET to structure its data to meet the corporate hierarchy The user can select from Business Units they have access to the specific ACD entities Agents Groups etc that they want displayed on their screen By selecting specific Groups agents etc the user can focus on the immediate requirements at hand without displaying extraneous information not needed When the user wants to set or change the CoralCenter JET s programming they open a MS Access applic
9. 9 14 Pl Mew m aglanyS0 File Folder 1710700 11 24 F l riex Create Shortcut Files sybtanlz i Folder 1 10 00 11 24 P Date Temp File Folder 1711700 3 08 PH p bal innt File Folder 1 11 00 12 40 A Properties Autoexec ORB MS DOS Batch File 1 5 00 3 37 PM 3 1KB Configuration Settings 16 00 6 46 PM Bl De build199 E Displays the properties of the selected items Uncheck the Read only box Then click OK boot Properties Ei x General Security boot Type Location SIZE Compressed Size MS D05 name Created Modified Accessed Attributes Configuration Settings 302 bytes 302 bytes File 12 not compressed bant ini Thursday January 06 2000 3 30 39 PM Thursday January 06 2000 8 46 36 PM Tuesday January 11 2000 10 54 17 Phi v Read onki Hidden v Archive Systeni Compressed cancel m Double click the boot ini file B boot Notepad File Edit Search Help boot loader timeout 36 default multi B disk B rdisk H partition 1 WINNT operating systems multi B disk B rdisk B partition 1 XUIHHT WHindouws HT Workstation Version 4 88 HoSerialhice Chapter 5 PSI ES multi B disk B rdisk B partition 1 XUIHHT VMindows HT Workstation Version 4 68 UGA mode baseuiden so Append first line after operating systems with NoSerialMice Save and exit the file Reverse the process in step 13 by adding the check in the Read onl
10. JET is available for version 9 63 and higher Corals Chapter 2 Software Commonality Any Client Server CoralCenter JET can have the CC Web Server option for opening up Internet access to Real Time information With the multi switch option called CC Link call center managers can see real time information and generate reports on statistics over three ACD sites No matter what the call centers requirements and growth patterns are CoralCenter JET is designed to meet their needs flexibly and completely Telephony Domain Coral ACD system s S witching Functions ACD Messages E A A A a E G M ee Internet Client n Readerboard Client Serial or Eth Client Handler ertal or ernet Real Time Client and or Web Server Interface s Real Time Client Functions API amp hardware User Interface Real time screens Object Model State machine gt Reports Schedulers Database Engine a SQL Data Retention Control located on Main Server or on peda Dab ae m gt Remote Report Server Server a Database Client MS Access Reporting Client Functions Reporting Engine Ad Hoc Queries Custom Reports n D o n n 8 n o n n n 8 n n n n n n a n n n Server Functions a 4 Computing Domain CoralCenter Client Functions Figure 2 Software Modules O c Don BU e Un VO O v wv ve n Q Sj Chapter 2 CoralCenter JET Components The CoralCenter JET is designed to be
11. PCAnywhere login ID s and passwords that you set up When requesting technical support you will need to provide this information to the Engineer Restart the machine as requested If you haven t already done so physically connect the Sentinel Software Lock Device on the Parallel Port of the Server now Chapter 7 Chapter 7 INSTALLING CORALCENTER JET SOFTWARE ON THE SERVER OR STANDALONE MODEL If you have already installed SQL 7 0 you will need to install the latest release patch This patch is included on the Coral Center CD 1 Insert CoralCenter JET CD in drive 2 Navigate to the NT MISC SQL Anywhere 7 0 1 EBF directory and double click on Setup exe 3 Follow the instructions on the CD If you receive a message saying that the patch is meant for SQL version 7 0 1 click OK If you receive an error message click IGNORE 4 RESTART If you have not yet installed SQL on the Server it is included on the Coral Center CD You WILL however need to provide a valid LICENSE CODE This will be required to be purchased from Sybase or you may use the one from your previous purchase of Sybase SQL Follow instructions on Page 42 Item 13 for installation Install CoralCenter JET 1 Insert CoralCenter JET CD in drive 2 Navigate to the NT Setup directory and double click Setup exe 3 You will receive a message that says Setup could not be completed some files need to be updated 4 Click OK 9 Restart your
12. gt CoralCenter JET Server Press CTRL C to Quit This starts the Server subsystem of CoralCenter JET This subsystem includes components that communicate with the switch the database and client tasks No Real Time or historical data are collected unless the Server is running A window reports the status of the various tasks as they start The Server will also detect and attempt to restart any tasks that terminate unexpectedly B CoralCenter Server Press Ctrl C to Quit Coral Center startup Revision 1 5 HMABSH2 14 39 14 104382 444382 104382 100382 104382 Starting G UINNT Sustem32 cmd exe C start min wait dbsrubB exe c 32M ti 1068668 tl 688 pcacd wdh Started Starting Started Starting Started Starting Started Starting Started Starting Started Starting Started Starting Started C Program gt Program C Ge G Frogram Program Program C Program Filess CC server cron exe Files CO server erlogger exe Files CC server semcreat exe Files CC server coralapi exe Files CC server objmodellexe J Files CC server c lhand exe CIANINAATAS ystem32s java exe ccjclient Jserver To stop the Server press Ctrl C Enter STOP in upper case for confirmation before the system proceeds manner by the Server The various tasks are signaled to shut down in an orderly NOTE Rarely a task may refuse to shut down If this happens try clicking on the X in the top ri
13. installed as standalone all inclusive packages on one PC or as multi PC Client Server environments CoralCenter JET consists of the following modules that can be installed in one PC or separated over a LAN or in the case of the Web Client separated over the Internet e ACD Server This Server communicates with the Coral and Clients It is typically co resident with the Database Server This is also referred to as the Server e Database Server This Server handles all data storage and retrieval functions The database is SQL Anywhere for Sybase This Server is co resident with the ACD Server except in very large installations e Web Server This Server option called CC Web enables Web connectivity for the CoralCenter JET The Java Applet used as a Client for this Server is temporarily or permanently downloaded on demand to the Web user s PC e Real Time Client This Client presents the Real Time data in easy to understand formats Several windows can be selected for viewing at any time e Readerboard Client This option allows the CoralCenter JET to support Readerboards e Reporting Client Used to generate reports and conduct database administration User Interface A functional yet simple user interface has been designed into the CoralCenter JET product Call data is presented as it takes place using Real Time displays There is a Windows based interface into the database for simplified updates personnel changes and
14. machine 6 Again navigate to the NT Setup directory on the CD and double click Setup exe f Select Standalone or Server 8 The MS Access Runtime Installation dialog will appear 9 Select Install Now 10 Your machine will restart and continue with the CoralCenter JET installation upon reboot 11 Choose Standalone or Server when the dialog box appears 12 You will then be asked Is database on a separate server Answer No in most cases Yes would ONLY apply if you have a separate DB Server IF THIS IS A STANDALONE ONLY MACHINE the installation is complete Reboot and the CoralCenter JET software will start upon bootup Be sure to have the APDL connected and programmed or you will receive errors from the CoralCenter JET software CoralCenter JET Reference Guide Page 37 of 98 Chapter 8 Chapter 8 SETUP THE SERVER FOR BROWSER BASED REALTIME CLIENT ACCESS For the client PC s to easily access the CC Java Real Time screens the Internet Service Manager must be programmed properly 1 Open Internet Service Manager and navigate to Console Root Internet Information Server CC SERVER 01 Default Website Properties 2 Go to the Home Directory Tab and set the home directory to c Program Files CC Server as show below CoralCenter JET Reference Guide Page 38 of 98 Chapter 8 H hy Computer Connect to the Internet zu Network Neighborhood m im Microsoft Management Console us Console H
15. management of the data structure Report generation is also through windows with a series of selections that step the user through generating reports There is a special class of screens for users of CC Web that present the call centers activity in easy to comprehend bar charts and a mini readerboard window The user can select what information windows they want displayed ACD Groups current and last period statistics Agents Trunks Trunk Groups and DNIS activity can be displayed using individual windows The selection of threshold highlighting colors is also under user control so that the user can select the threshold colors pertaining to each Group and agent state that appeal to them Calls Agents I In Max Avg Revd Ansd Abnd Ovfl Avg TSF Busy Avail Rlse Login Q Wait Wait Ans ACD Other 5360 Customer Service MENS 2 49 1 22 60 51 g 0 321 53 4 0 5 B2 4 5362 Spanish 0 000000 4 4 o o 11M 4 4 0 8 8 5353 Russian 0 6 00 0 00 1 1 0 0 28 100 1 e 0 1 4 5370Sales A 18 006 02 o siem io i o o hall Totals 57 5 26 1 47 83 72 11 0 338 7 65 6 6 76 Window Real Time Group Status Chapter 2 The Real Time screens display data such as calls in queue and current agent states in Release in Wrap Up etc The Group window above shows current period call and agent summary data The Group Agent Details window below provides Group data and each agent s activity and status dla El
16. of call centers are Help desks Airline reservations technical support groups customer service groups and customer contact representatives that call clients prospects to generate new business or follow up on existing accounts With the introduction of call centers into the corporate environment has come the need for strong data analysis tools to aid management in assessing the performance of the call centers These tools must be capable of assisting supervisors and managers in controlling current activity as well as planning for future business in the call centers they have responsibility for The Coral PBX ACD is a strong choice for small to medium sized call center environments The system s inherent flexibility and its design as an ACD have made it the premier choice for the call center manager To handle the reporting side of the center ECI focused its efforts on development of an MIS package that complemented the Coral The package would be for the call center manager responsible for a few up to hundreds of agents The initial result of Tadiran Telecom s efforts was the PC ACD product The initial release targeted 5 to 150 agent markets It is offered by Tadiran Telecom as an inexpensive MIS package for the growing call center As call center managers increased their responsibilities and the call center environment increased in complexity so too has the requirement for functionality beyond that offered by PC ACD Tadiran Telecom built on the
17. optionally the check box User Admin Check Box for whether user can manage other users see Security on p 22 Chapter 14 Wrap Codes r3 i e Reports to do O Next 115 WrapCodes Wrap Godes d Ooo O O emer pl e n pn Figure 21 115 Wrap Codes On this window enter textual information to accompany each numeric wrap code This information is used in the Wrap Code reports G series Table 12 Wrap Codes Fields Numeric wrap code as entered by agent Chapter 14 Stations AE JTRITOTIS Default Hold Type is Hard Dial Number Hard Hold 7 2382 38g 38b aoe 335 K 421 422 425 424 I amp 426 427 Add Hange ERE ER m E ES EN 851 al E fai En m T3 P2 TO PO PO PO a I I E n2 n2 coco cn a Es 111 4 I amp S IST IST S i Record I4 kl bee of 31 Switch O Coral II Record 14 4 1j er gt oF 1 Figure 23 116 Stations Enter Station dial numbers on this window For reporting accuracy dial numbers of all stations at which ACD agents will log in should be completely and carefull entered To add a contiguous range of numbers click on Add Range then enter the beginning and end of the range Table 13 Station Fields Switch read only Switch identifier Use the lower selector buttons to select a switch to work with Dial Number Station dial numbers Hard Hold Check if set for this
18. station in the Coral programming The check box above this column allows the system to create stations with the correct setting Permanent Group Select the group for permanently logged in devices such as IVR ports Used in conjunction with Implied Agent Logins in coralcen ini file Chapter 14 DNIS CoralCenter Reporting Database Client 2 OF x File Edit Records Database Reports Admin Password Window Help E 110 Reporting Engine n La 2a l kIc L L Reports Es 117 DNIS Ox Lll AUD Group 350 Sales DAIS Humber Name Business Unit OP ss Record 14 4 Record Jal 1 plo Form view si dT FT TT Fr Figure 24 117 DNIS In this window enter the DN S numbers associated with your ACD Groups DNIS numbers must be identified for accurate reporting to take place Table 14 DNIS Fields ACD Group read only Use the lower selector buttons to select an ACD Group to work with DNIS Number Enter a DNIS number as known to the switch for which calls are delivered to this Group This is usually a library number Name Name or description of this DNIS number Business Unit The Business Unit which owns this DNIS identifier It defaults to the Business Unit which owns the Group and usually there is no need to change it Chapter 14 Password This selection allows you to change your password for the Database Client Change Select Change from the Password drop down menu The Chan
19. success of the PC ACD and incorporating features in response to our customers requests developed the latest generation of MIS system for the Coral the CoralCenter JET Named after the environment it was designed to help manage and control CoralCenter JET is a state of the art solution to the demands for reporting and tracking in today s complex call center environment CoralCenter JET Reference Guide Page 17 of 98 Chapter 3 Design Summary Following the same design criteria as the Coral the CoralCenter JET product line is designed for flexibility in configuration in reporting and in supporting future applications The CoralCenter JET architecture is based on the Client Server model It can be installed in a standalone configuration or in a configuration consisting of a Server or Servers and several clients This design benefits the user in shared resources and common data storage facilities The use of a Client Server architecture has scalability designed into the product The call center manager has the product that meets his or her needs on installation and a platform for growth as the business grows and evolves The CoralCenter JET is designed to incorporate the latest in Coral interfaces The proprietary APA protocol which runs over an RS 232 link has a long list of ACD call event data messages This interface is designed based on international standards As call centers have evolved so have the demands for accurate and so
20. to an ACD Group The programmer tells the CC Pro Plus by way of a table that is programmed for DNIS numbers see Screen 117 page 48 DNIS numbers can be displayed for activity along with ACD Groups This selection is under the display menu DNIS Summary DNIS call activity is reported in three areas The agent activity is broken down by ACD Group and DNIS number calls the Group activity is broken down by DNIS number calls handled within the Group and DNIS numbers are reported by the Groups the calls were handled in allows for overflows and Library changes in mid period etc CoralCenter JET Programming In the CoralCenter JET Database Client the following steps must be taken in order to ensure the proper entry of the DNIS information Make sure to have all Business Units installed in the database Make sure all ACD Groups are installed in the database Each DNIS number is assigned in the database to an ACD Group Appendix A Select the DNIS item under the Admin menu choice along the menu bar Window 117 will be displayed on the screen The DNIS information is entered and displayed in this window In Window 117 select the ACD Group to be used Click on the DNIS number field if not already selected and enter the DNIS number Tab over to the name field and if you want to change the Business Unit of the DNIS number to be different from the ACD Group then select the appropriate Business Unit Select the next DNIS nu
21. to medium sized call centers up to 350 agents The software is based on the latest database technology and object oriented programming The design of the hardware and software components is to fully support the Client Server model in any size and configuration The call center manager will notice the ease and speed with which the system responds to queries and requests for information The Real Time screens were designed with end user feedback dictating the structure and presentation of information in an uncluttered fashion Every aspect of the user interface was reviewed and planned for ease of user interaction and access to data The Servers are Microsoft WindowsNT based with the Clients being Windows 95 98 NT based Standard with each system is PC Anywhere software for remote maintenance of the system NOTE The software is subject to change without notice which may create conflicts with the details put forth in this document CoralCenter JET Reference Guide Page 1 of 98 Chapter 1 Documentation Conventions Various printing and organization conventions have been used to assist the reader in comprehending the presented material The following chart provides information on the conventions used Table 1 Documentation Conventions Boldface Identifies valid field values which must be entered exactly as indicated Italics Identifies titles of manuals and is used for word emphasis Bold Italic Identifies a term defined in the Glossa
22. 4 00 4032 0 Login 5367 04 00 4032 0 Release All 04 00 4032 0 Logout 5360 04 00 4032 0 Logout 5367 04 00 4032 0 Login 5360 04 03 4035 0 Login 5367 04 03 4035 0 Release All 04 19 4035 0 Resume All 04 20 4035 0 Login 5363 05 02 4035 0 Logout 5353 05 06 4035 Coral Center Copyright 1997 Tadiran Telecommunications Inc 1 All Rights Reserved Report 1 Sample Report Chapter 2 CoralCenter JET s predefined reports are grouped by Report Type Each Report Type is denoted by a letter which indicates the type of data presented followed by a digit indicating the granularity i e the amount of data summarized in one row The meaning of each digit is 1 by ACD Group Trunk Group DNIS Agent or similar 2 by sampling interval 9 by day 4 by sampling interval averaged across the selected days to show an average over this period 5 by ACD Group Trunk Group etc averaged across the selected days to show an average day The C1V report is a special report generated for validating agent activity BY DNIS AGENT GROUP Interval Day Avg Day Avg Day System ACD or Event per per Group Report Type Trunk Interval Performance AIA 2G ACD Group A Performance Graph Call Distribution BLBIA B2 B3 B4 B5 lol al Graph Agent rmm o Agent Validation Agent Event log hc cud E TrnkGrup WrapCodes Trunk Exception a Abandoned Calls Exception log Group Performance Spe
23. ACD Groups and agents Dial Number Numeric identifier known to the switch which identifies a particular device or function station ACD Group etc Also known as Directory Number Division Within the CoralCenter JET hierarchy divisions are made up of Departments and Trunk Groups DNIS Dialed Number Identification Service DNIS delivers identifying digits that distinguish incoming calls by the called number Dongle See Security Device E Erlang B Grade of Service Probability of blockage of a call accessing a trunk group Focus GUI HEX HPFS Glossary An OS 2 term The window which is responding to mouse and keyboard events is said to have the focus Its title bar is highlighted To give a window the focus click on it Graphical User Interface A generic name for a user interface based on graphical elements windows icons such as OS 2 Workplace Shell or Microsoft Windows Numbering system used to specify addresses in computer memory The HEX Hexadecimal numbering system consists of 16 characters ten digits and six letters 0 1 9 A B C D E F High Performance File System OS 2 specific file system offering robustness disk usage performance and functionality enhancements Native DOS systems cannot read files on an HPFS partition You select FAT or HPFS when formatting a disk partition Icon An icon is a picture or symbol representing an object task or choice you can select from the CoralCent
24. D Groups ACD Groups File Edit Records Database Reports Admin Password Window Help BS 110 Repo amp 101 ACD Groups Bi ES Reports to do pal aT OUPS Hame Eales Dial Humber 350 Switch Business Unit sales TSF Target B X mn SU Sec 1 2 3 4 Answer Thresholds Sec 10 0 40 30 Abandon Thresholds Sec 10 20 40 90 0 DISPLAY HIGHLIGHT THRESHOLDS ACD Group Agents Time in State 5ec Calls Waiting 5 Busy ACD 10 Idle TSF AQ Busy Other 10 Ring Max Wait Sec 180 Available 10 ACD Average Wait 5ec 90 Released 10 Wrap Logged In 10 Inc REPORT EXCEPTION THRESHOLDS Long Call Sec 300 Short Call Sec A Record 4 1 orl of 2 ii S S SSS SS Figure 12 101 ACD Groups Chapter 14 On this window you set ACD Group parameters and thresholds are established using this window Table 3 ACD Groups Fields TSF Target Grade of Service TSF target expressed as percent of calls answered or abandoned in specified number of seconds TSF Target Sec Answer Thresholds Answered and Abandoned Call Thresholds for B series reports They divide Answer Time and Abandon Time into six categories Abandon Thresholds Display Highlight Set threshold values for Real Time screen elements in three categories ACD Thresholds Group Agents Time in State TSF TSF in current interval lt T Ma Wal Se noo Wat SE w
25. D and follow the instructions In the Select Components window UNCHECK everything except Adaptive Server Anywhere for Windows NOTE You must choose the appropriate number of purchased SQL licenses or your clients will not be able to connect to the Server DB When you arrive at the Licensing Screen choose Networked Per Seat License and enter the appropriate number of purchased SQL licenses here Restart the machine 1 Install SQL Anywhere Patch Insert CoralCenter JET CD in drive Navigate to the NI SQL 7 0 Anywhere Patch directory and double click on Setup exe Follow the instructions on the CD UNCHECK everything except Adaptive Server Anywhere for Windows RESTART CoralCenter JET Reference Guide Page 44 of 98 Chapter 11 Install CoralCenter JET Insert CoralCenter JET CD in drive Navigate to the NT Setup directory and double click Setup exe You will receive a message that says Setup could not be completed some files need to be updated Click OK Restart your machine Again navigate to the NT Setup directory on the CD and double click Setup exe Select Client and Reporting or Reporting AND Real Time The MS Access Runtime Installation dialog will appear Select Install Now Your machine will restart and continue with the CoralCenter JET installation upon reboot Again choose Client and Reporting when the
26. Family cccccceccccceeseeeceesseecceseeeseaeeecseseeessaseeessaeeessanseesseseeesess T Software Commonality s a SaL bna 8 CoralCenter JET Components ccccccsccceeeeteneecececeneeceeeeneeeeeueeteneeteueeneeeteueeseeetsneetaneess 9 User MOA CS test tea tale dts cctenn T tasses ld e ceo 9 Special APPICIMON Sit ad etant de oaa puo bulla ants pda iu 15 Toward the PUTIN om e ell a ited 15 TECHAICAl SPeciica OS iia 16 Chapter 3 system DG AUS nur 17 Foreword System OVESrVieW cccccccssececcssseecceeeeecceuseeeseaseeecsauseeeseaseessegeeessageeesseaseeseas 17 DESIG UMNMA oio hts er eet ere eet te enn ee eee Meet eat cmd ee net entre eras ee M IIR LE 18 viis ge ee een a cia 19 CoralGenter JET Architecture 2 4230 mort ona eee wh eee leeds 21 Database Tables hon a lo e tne le 22 SEU Si 22 General Description si A a 22 User Manage mentar aa 23 Secunity DEVIC PR 24 Sy Ent He Dia 24 Chapter 4 Standalone and Client Server Setup ocooccocccocconiocncocconocanincnonnnons 25 IVE GUC IOM NR T RECTE 25 System kRequire mens rt lios e a 26 A RI NR ETE m 26 ACD Server with or without Database Server and or real time client 26 Separate Database SerVer ow ii 26 Windows Realtime Reporting Database Cclient ooooccccocnconcconnnnccnononcnnonnnononnnncnnanenoss 27 Chapter 5 Server Installation for Windows NT Server Workstation 35 Chapter 6 Continued Standa
27. Group Status window will be highlighted Hint set to value of Trunks field 1 for All Trunks Busy indication Trunks read only Number of trunks in group as a convenience for setting previous field Chapter 14 Trunks CoralCenter Reporting D atabase Client B File Edit Records Database Reports Admin Password Window Help ES 110 Reporting Engine Reporte todo 0 Mest E 1 4 T runks tines Trunk Group 4 Unnamed Dial Number Switch Add Range Record 4 1 F Hl of Record 14 q 1115 i oF 1 Form View 0 T TT T T T AZ Figure 20 114 Trunks Enter trunk dial numbers per Trunk Group on this window For reporting accuracy all dial numbers should be carefully entered To add a contiguous range of numbers click on Add Range then enter the beginning and end of the range Table 10 Trunks Trunk Group read only Trunk Group Identifier Name Use the lower record selector buttons to select a trunk group Dial Number Dial numbers associated with this trunk group Chapter 14 Users CoralCenter Heporting D atabase Client File Edit Records Database Reports Admin Password Window Help EB 110 Repo ES 104 Users Op x Reports todo 0 User Name Ecadmin Business Unit Access Level White Permission C1 TE Tap level Business Unit sales 2 customer Service marketing 3 customer Support Training Iv User Admin Read Permission TE Toplevel Busine
28. N Whether delivering real time data in easy to understand statistics or reporting on past events CoralCenter JET provides a complete environment for data analysis and presentation The modularity of the CoralCenter JET s JET software allows the system to be scaled from a single PC running all of the processes to a multi Client environment dispersed over a LAN or WAN or even the Internet The Server functions are in one PC acting as the switch interface point Client handler and Database Server or the Database functions can be placed on a separate server The Server can have several real time and reporting clients attached to it The connections can be through the corporate LAN or over the Internet This scalability allows a call center manager to custom tailor the system to meet their needs without sacrificing any future expansion options There is no fork lift upgrade or replacement of any core software components The CoralCenter JET Family The CoralCenter JET system links to the Coral via an RS 232 serial connection using a more robust ACD messaging protocol than the one used by previous Coral ACD products This protocol called Computer Supported Telephony Services CSTS is based on the international standard for CTI communications the CSTA protocol The CSTS protocol provides the CoralCenter JET with a full complement of ACD event messages including DNIS and ANI information This allows for a comprehensive reporting package CoralCenter
29. S 232 connector to the base of the DKT The APA can be used as a link between a Coral and a CoralCenter JET Pro or CoralCenter JET Pro Plus APA Protocol Protocol used for RS 232 communications from APDL APA There are two modes of this protocol the PC ACD mode which is used by PC ACD and CoralCenter JET Pro and the CSTS mode which is used by CoralCenter JET Pro Plus APDL Applications Processor Data Link This device provides a low cost RS 232 data link between the Coral and an external Applications Processor This is the preferred link between Coral and a CoralCenter JET Pro or CoralCenter JET Pro Plus B Boot Up The process of starting up your computer Glossary C Call Center Manager Person who has overall responsibility of the call center that s utilizing the CoralCenter JET system The call center manager administers the CoralCenter JET system Client Handler Subsystem within CoralCenter JET that controls the communications between individual clients and the OS 2 Object Model State Machine Company Within the CoralCenter JET hierarchy a company is made up of divisions CSTA Computer Supported Telephony Application Accepted standard for linking computers to telephone systems CSTS Computer supported Telephony Services Proprietary RS 232 protocol modeled after the CSTA standard Used by ECI as the Link to CoralCenter JET Pro Plus D Departments Within the CoralCenter JET hierarchy departments are made up of
30. S AP Filters Home Directory Web Site Identification Internet Explorer El Recycle Bin Description CoralCenter IP Address 192 10 10 1 Advanced TCP Port E Connections f Unlimited C Limited To My Briefcase Connection Timeout 900 seconds W Enable Lagging Active log format Winzip Microsoft IIS Log File Format Properties Cancel Help 8 Start CC Server Press Ctrl C to z 4 Microsoft Management Co Document WordPad D Go to the Documents Tab and Add index htm and Remove Default htm Chapter 9 Chapter 9 Setup JAVA Client for Browser Based RealTime Access 1 The JAVA client works with Internet Explorer 4 0 and higher and with Netscape Navigator 4 5 and higher 2 Point the browser to the CoralCenter JET Server using a URL such as http cc server 1 applet htm After a few moments a login window should appear Login as ccadmin no password to begin using the applet J 11 3 Optionally set the browser s home page to the applet s URL If you receive the following error Sorry your browser can t run this applet Did you enable Java when trying to access the Coral Center JET web page you will need to install Java Runtime which is included on the Coral Center CD 1 Insert the Coral Center CD Navigate to NTISETUPISUPPORTI and run the following file j2rel 3 0 win exe 3 You will not need to restart your machine You
31. akes you to the topic search subsystem of the help environment Look for topics by keyword or one line description Product Information This read only window displays the Database Server and Database Client versions Technical Support may ask you for this information if you call Chapter 14 Chapter 15 Chapter 15 System Maintenance Overview Backup This section lists some routine housekeeping and other procedures CoralCenter JET makes a hot backup copy of the server database nightly in the program files cc backup directory or on alternative media if available When using a separate Database Server backup is typically across the LAN to the ACD Server Database Servers are also normally shipped with removable cartridge Jaz drives which are assigned a drive letter and may be written and read like any hard drive but procedures for doing so are the user s responsibility The backup database files pcacd wdb and pcacd log is immediately available should the live database become corrupted Routine backup of all hard drives on the server host following established local procedures is mandatory if you value your data Several tape backup devices and software packages exist The software can run at a time of low ACD activity without affecting data collection or reporting Backup of client hosts is only important in special configurations where custom versions of the MS Access database exist on the client Otherwise t
32. ant only to Groups such as Work and Release time DNIS 1000 would report on a queue wait time of 120 seconds with 60 seconds allocated to Group 5350 and 60 seconds allocated to 5351 Relevant data would be related to call activity such as Offered Abandoned and Overflowed statistics and what Groups the DNIS calls were routed to in the ACD DNIS 1000 would report on 5350 and 5351 with Talk time etc reported for Group 5351 Group 5350 would have data relative to an overflowed call The wait until overflow would be 60 seconds The same data would be reported for DNIS 1000 as a sub set of the Group s traffic Group 5351 would report similarly that it had traffic of 1 Offered call the Wait in queue was 60 seconds and the call was answered and had Talk time of 90 seconds These statistics would be in the aggregate Group numbers and the individual DNIS numbers reported that make up the Group s numbers Table 16 DNIS Information Reported Reported Information Reported Information il Agent _ Reporting DNIS Reporting ACD Group Agent By Individual Agent also Agent aggregate statistics such as Talk Hold Release etc times DNIS DNIS calls handled by NA DNIS calls handled by DNIS number DNIS i ACD Group ACD Groups logged into ACD Groups by amount of calls handled by Group offered traffic per Group which may or may not per DNIS number include DNIS calls X No predefined reports available at this time for this
33. ation used to administer the SQL Anywhere database The windows shown are a representative sample of the ones used Chapter 2 O Business Unit L 3 292 E 2 4383 295 0 1 VEDIA UnitA E WES 4642 VSD Unit B 4643 VSD Unit B Gallagher 4454 282 E 4 4452 292 E 4 4384 295 Q 2 4385 295 Q 1 4386 295 Q 2 4457 292 E 4 4017 Help Desk 4644 i 4397 295 Q 1 4413 292 E 1 4023 Help Desk a ou lt gt ooz z i Co o o 5 2 H S E T R M J V A i F Window 3 Sample Database Windows Chapter 2 Once the CoralCenter JET accumulates statistics on call center activity the user can choose from a broad selection for either automatic or manually generated reports to printer file or screen AB Cable Company 7 D2 Login Logout By Event C For A Busy Cable Company Issued 29 Jan 98 2 16 06 PM From 20 Jan 98 12 00AM to 20 Jan 98 12 00 AM Coral Center Ver 1 22 Report Ver 1 3 ACD Group All Giusto Randy ID 4085 Event ACDGroup Date Time Station Switch ID Login 5353 20 Jan 98 00 19 4035 0 Logout 5363 00 22 4035 0 Release All 00 54 4035 0 Resume All 01 07 4035 0 Release All 01 55 4035 0 Resume All 01 57 4035 0 Release All 02 04 4035 0 Resume All 02 14 4035 0 Release All 02 28 4035 0 Logout 5360 02 29 4035 0 Logout 5367 02 29 4035 0 Login 5360 02 52 4035 0 Login 5367 02 52 4035 0 Login 5360 0
34. c log acderrNN log where NN is the month number is kept by the system Technical support may ask you to go to this directory of files to help with diagnostics Debug Output Many of the CoralCenter JET executables can run in a debug mode in which they generate extra diagnostics Debugging output is turned on by editing the coralcen ini file Technical Support will advise the correct procedures Report Fields All Say ZError The database contained no data for the time and date range of the report Verify all settings in your Report Control i e be sure the report is not being run for a time in the future Glossary Glossary Protocol Protocol used for RS 232 communications from APA Named after the sign used to signal the transmission of an Op code out of the RS 232 link from the switch This name has been replaced by APA Protocol in recent documentation A Access Microsoft database program that CoralCenter JET utilizes Also know as MS Access ACD Automatic Call Distribution ACD Group Queue where ACD calls are presented Agent The person who receives an incoming ACD call from the Coral system Agents log in to an ACD Group or Groups to answer calls routed there Announcer Device or designation on the switch identified by a dial number which provides a recorded announcement to callers Also known as RAN APA Applications Processor Adapter for use with a DKT 2xxx series set This adds an R
35. ccess to data but may only change data associated with their group User Management Users are added and deleted from the Admin Users option of the Database Client Please refer to the Help screen for this option for full details Note especially how to coordinate passwords for the NT and MS Access environments Chapter 3 Security Device Another dimension to security is provided by the Security Device or Dongle This is provided to enforce Tadiran Telecom s intellectual property rights over the software t operates transparently and without inconvenience to you The device is encoded so that when attached to the parallel port it regulates e The maximum number of simultaneously logged in agents which the application will track e The maximum number of Full and Marquee clients which can connect to the server e Whether a Readerboard Client can run on the host To view the agent limit open the Object Model window while the CoralCenter JET Server is starting up The agent limit is displayed To view the Client Readerboard limits open the CC Java Server window shortly after startup The attempt fails if the host is not authorized System Help Users may access the Help System in both the NT and MS Access client environments by placing the cursor on the selected topic and pressing F1 A brief explanation of the topic is presented Chapter 4 Chapter 4 Standalone and Client Server Setup Introduction CoralCen
36. cess existing database screens and reports except those in the database administration and data migration classes e Level 2 users will have level 1 access and can access database administration functions e Level 3 users have level 1 and 2 access and can design new objects reports forms queries and view database tables directly e Admin users can manage user accounts including setting user Ids and levels Most of the advanced features are only available if you have the full Microsoft Access 2000 product The runtime as shipped provides a menu user interface supporting level 1 2 and Admin functions Certain advanced features are reserved to Tadiran Telecom This reference guide has been developed based on a Level 3 A access the highest level User access to data is based on two anchor points or nodes in the Business Unit hierarchy one for read only and one for read write access The two nodes which are set when the user is created may be the same or different A user can then report on or view if so authorized data for the specified parent Business Unit all Business Units recursively descended from the parent and all ACD objects ACD Groups Trunk Groups associated with any of the allowed Business Units Separately read write access allows the user to modify the parent or descending Business Units or associated objects By having separate nodes for Read and Read write users may be granted Departmental a
37. changed the DNIS routing pattern there is no impact on the statistics reflecting call activity The Group statistics report on calls directly to the Group no DNIS number and those calls that came to the Group that were DNIS calls reported by DNIS number The Group reports include agent related information as that is where the agents are logged in This allows the manager to develop staffing plans that meet the DNIS traffic Yet it also allows the assignment of personnel based on all calls handled by a segment of the agent population and not only by the traffic presented on one set of calls single DNIS number Figure 38 shows the call flow of a DNIS call with a narrative on the reported traffic When a manager is faced with the need to segregate specific DNIS numbers so that they route each to their own ACD Group any CoralCenter JET handles this requirement as well The manager can mix the DNIS traffic as required by their business and change it on the fly to meet evolving business needs Any DNIS Appendix A number can route to any ACD Group by itself or be combined with other DNIS traffic using the CoralCenter JET Coral combination Considerations There are some tradeoffs involved when selecting the call routing associated with a DNIS number There are many positive aspects to DNIS numbers routing to individual ACD Groups When agents are logged into several ACD Groups the statistics are individually generated for each Group and ag
38. cial Business Hierarchy Chart 1 Predefined Reports Chapter 2 CoralCenter JET offers two options for remote users For users that must see every aspect of the call center any Client can be remotely installed over a WAN Every screen report and window available to Clients on site is available to remote users ECI has just announced the addition of a Web server for those remote users that want anywhere anytime connectivity for information on Group activity Available since 1998 the Web server module CC Web enables CoralCenter JET to deliver ACD Group activity over an Intranet or the Internet For instance if a Headquarters based manger wants to see current activity or the call center s customers want to see how their traffic is being handled CoralCenter JET provides them with an easy to understand and use solution The user does not need any special software to access the information Using Java and the ability to load temporary Internet applications CoralCenter JET can enable anyone anywhere to see how a call center is performing In addition as it uses standard browsers any PC accessing the Internet can be a remote Client The data over the Internet is presented in two forms for the user s benefit The Marquee window is a small mini readerboard window automatically scrolling through Group statistics The bar graph window presents the past few minutes or hours of traffic as well as a snapshot of current activity for a Group MCC Mar
39. combination NA Not Applicable as the Agent DNIS and Group reports by definition contain information on themselves Appendix A Coral Programming and Call Flow For CoralCenter JET DNIS Tracking The Coral should be programmed in the following manner If itis a DKT amp APA disable the set display if this is a call center over 100 agents This reduces messages that the application doesn t use but has to accept process and then discard The APDL should be optioned for No Display The agent stations should be programmed into one ACD Group There may be more than one Group but one is used here for simplification Each DNIS number is a Library that calls that ACD Group The agents log into that ACD Group Calls to the DNIS numbers are routed to the ACD Group The Name Retention feature of the Coral displays the DNIS name The agents can answer the call based on this information Version 10 XX The digital device DKT amp APA APDL that the Coral Center JET is attached to must be set to PCC CSTS PCC Version 9 XX The SFE 2 entry ACD CAP must be set to Yes The digital device DKT amp APA APDL that the CoralCenter JET is attached to must be set to PCACD Yes CoralCenter JET Information The following will explain what you must do to set up the CoralCenter JET for DNIS tracking In summary the system must be told what is a DNIS number or it will not know what the messages mean when a DNIS call is presented
40. d operated on a later time Glossary 9 Scheduled Reports Reports initiated automatically at preset times Scheme Palette The OS 2 window in which you set colors for various window areas It is reached from OS 2 System gt System Setup Scheme Palette Security Device An attachment to a computer which authenticates specific software to run on that computer also known as a dongle CoralCenter JET uses a Software Sentinel security device Shadow A reference or pointer to an OS 2 Workplace Shell object When the original object changes the shadow changes as well Shadows are used to reference objects from a special or more convenient location such as the desktop or the Startup Folder The easiest way to create a shadow 1s by holding down Shift and Ctrl while dragging the object to its target location using the right mouse button Shadows are described in the OS 2 documentation SQL Structured Query language Used in conjunction with database servers for creating maintaining and viewing database information Startup Folder A Windows folder containing objects to be started when the system boots Strudel Protocol See APA protocol Early nickname for the RS 232 protocol Named after the sign used to signal the transmission of an Op code from the Coral Sybase Sybase is the manufacturer of REXX which has been utilized in the development of CoralCenter JET REXX enables development of a full featured graphical user inte
41. d selector buttons The inner set traverses the many table while the outer set traverses the one table Use both sets to navigate the entire data domain as referenced on Table 9 Trunk Group Fields page 65 To move through the records one at a time click on the ET or n button use the PgUp or PgDn buttons or use the Records menu To go to the first or last record click on the Ll Or EI button or use the Records menu To display a template for a new record click El then al or press Ctrl Ctrl and simultaneously or select Data Entry from the Records menu Chapter 14 Database Hierarchy The database is developed by the customer and programmer to reflect the customer s particular organization and ACD environments The following diagram shows an example of how a database could be arranged Figure 9 Typical Hierarchy ABC Company BU ABC Company BU Sales BU Admin i DNIS 8000 BU Direct Sales DNIS 8001 ACD Group 5350 ACD Group 5351 a l A A ume ACD Group 5360 BU Cust Service ACD Group 5361 Station 2001 Station 2002 Announcer 2059 Station 2003 Announcer 2071 Station 2004 In this example the Sales agents are shared between Direct Sales and Distributor Sales hence they logically belong to the higher Sales business unit Chapter 14 Using the Database Client When you open Access an informative panel will briefly appear then after a few
42. dialog box appears You will then be asked Is database on a separate server Answer Yes The software will now try to connect with the Server DB If the software is unable to connect be sure that you have edited the CORALCEN INI file and you chose more than 1 license when installing SQL on the Server 2 Click Start gt Settings gt Taskbar amp Start Menu gt Start Menu Programs gt Advanced gt Programs gt Startup Right click CC DB amp Reports gt Properties Change the target directory for the SYSTEM MDW file to point to the mapped drive on the server You should now be able to access the Reporting Administrative DB Chapter 12 Chapter 12 Setup Backup Parameters The CoralCenter JET setup makes the assumption that there is only one partition and will try to store backups in C PROGRAM FILES CC Backup Since we divide the disk into two partitions we can use the second partition for storing backups 1 Open Windows Notepad 2 Select C PROGRAM FILES CC SERVER dvalbak bat 3 Locate the line containing dbbackup c UID DBA PWD SQL x y Abackup Change the backup to read D backup replace with the letter D Save the file and exit Create a new folder on the D drive called Backup through NT Explorer oe CoralCenter JET Reference Guide Page 46 of 98 Chapter 13 Chapter 13 Starting CoralCenter JET CoralCenter JET Server Click on Start gt Programs gt CoralCenter JET
43. e Additional memory is helpful in intensive reporting environments Separate Database Server Pentium 120 MHz 32MB of memory Additional memory is helpful in intensive reporting environments Microsoft Windows NT 4 0 Workstation or Server Service Pack 4 or higher oybase SQL Anywhere Server 2 Gigabyte hard drive space recommended CD ROM drive Ethernet adapter 3 v floppy drive optional removable cartridge drive for backup such as lomega Jaz drive Chapter 4 Windows Realtime Reporting Database client Pentium 75 MHz 16MB of memory Windows 95 or 98 Sybase SQL Anywhere Windows 16 bit client 1 Gigabyte hard drive space recommended for all files CD ROM drive recommended Display adapter supporting 1024 x 768 x 256 resolution Ethernet adapter 3 v floppy drive Printer with Windows drivers for hard copy reports 15 or larger monitor Chapter 5 Chapter 5 Server Installation for Windows NT Server Workstation Note Please be sure to read this section before installing NT Hardware Requirements Pentium Il or Pentium Ill 200MHz or faster 64MB Minimum 128MB recommended 2GB disk space available for CC database Supported network adapter unless standalone installation Modem preferably on COMS for remote maintenance Second or removable hard drive or tape backup unit for database backup Server or Workstation An NT Workstation NTW license limits you to not more than 10 inbound connection
44. e a value that gives reasonable Real Time Sec response while allowing a display cycle to complete Chapter 14 Admin This selection allows you to edit ACD objects that have Level 2 security see Security on page 22 You can only view and edit objects for which you have read write access Customer CoralCenter Reporting D atabase Client File Edit Records Database Reports Admin Password Window Help E 110 Reporting Engine Reports to dc ESR see n al ES e terzi Archive Interval 5ec 1800 ofall benter verson 11 25 Expiry Days long bh Expiry Days short 7 Reporting Engine Timer Sec 3l Answered lt T bandoned lt T 7 Overflows TSF Calculation Answered ibandoned M Overflows Record 14 4 1 nnde oF 1 A Figure 16 106 Customer This window allows you to view and change information about the Customer the top level user of the CoralCenter JET system Currently only one customer is defined and a customer record is pre installed for you Chapter 14 Table 6 Customer Fields Name Name of the customer Archive Interval Sec Time interval between database saves CoralCenter JET Version Version of CoralCenter JET software Strictly it 1s the server database read only schema version Other components carry different version numbers Expiry Days long Maximum number of days that records except those listed below will remain in the database be
45. e list of requirements was developed and set as the basic design criteria of the CoralCenter JET Some of our customer s requirements were eT he product must be the same high quality as the Coral and associated products eScalability so that the MIS could cover from 1 to over 300 agents eT he product had to have a Client Server architecture and be able to work in a standalone as well as multi client mode eBackward compatibility between the MIS package and as many Coral software versions as possible eBase the MIS on standards and make it as open as possible for future expansion eProvide for custom report creation query statistics over the LAN as well as supply a complete portfolio of predefined reports e he product must have built in support for future call center oriented applications CoralCenter JET meets and exceeds these requirements and provides more functionality than any other comparably priced MIS system on the market today When combined with the Coral the result is an unparalleled solution to a call center s needs Chapter 2 Design Following the same design philosophy as the Coral the CoralCenter JET product line is designed for flexibility flexibility in configuration and reporting as well as supporting future applications The CoralCenter JET architecture is based on the Client Server model and can be installed in a standalone configuration or in configurations consisting of a Server or Servers and several clients T
46. e routed to the queue associated with the called 800 number This dramatically reduces the requirement for outside lines while expanding the routing options offered within the ACD Routing How does DNIS fit into the Coral s routing capabilities The use of DNIS into the Coral ACD allows the system manager to assign trunks as needed to specific functions in a pooled or non pooled capacity The routing of the DNIS calls has traditionally been to IVRs or to ACD Groups specific to the DNIS number This assignment of DNIS number per ACD Group has provided customers with the ability to track each DNIS number s traffic for all call and agent related statistics Among these are number of people needed per report period to handle the calls the average wait time in queue the average wait to abandonment etc These have all been available for tracking with each DNIS number assigned to an ACD Group The Coral supports any agent logged into any and every ACD Group in any combination by the agent This flexibility makes possible a number of choices for the call center manager Agents that specialize in specific DNIS calls are assigned those calls on a priority basis while other types of calls may only come to those agents during slack periods for their primary ACD Groups The possibilities are virtually endless for how the call answering duties can be configured using the flexibility of agent assignments with a DNIS environment Each DNIS can be separately tar
47. ent The agent s activity is tracked by each Group This allows an exact skill matching between agent and Group DNIS calls Conversely the agents log in to many Groups in a priority order using this method The allocation of calls per agent becomes very defined but is presented by the log in priority assigned to each Group The positive aspects to having the DNIS call routing and statistics de coupled from the Groups opens up more choices in routing and reporting for the call center manager There is better resource management using this scenario The agents when logged into one ACD Group that answers several DNIS numbers have a FIFO pool that they are responsible for Their levels of priority are now expanded to be multi dimensional Each priority level can be one or more DNIS numbers with fewer Groups for the agent to log in to The reporting granularity is not lost with this pooling of DNIS calls it is expanded using the enhanced reporting capabilities of the CoralCenter JET The agent DNIS and Group dynamics are separated for ease of analysis yet can be combined as each entity Agent DNIS Group can be a subset of any other The trade off of skills matching to Groups is overcome by the skills matching to Group or DNIS number with the option available by the DNIS number or Group DNIS Call Scenario Using the concept of reporting on DNIS numbers separately from Groups encourages comparison with other ACDs and their use of similar but differe
48. er JET software IP Address Internet Protocol address of an individuals computer that s connected to a LAN ISQL L Query language used to perform queries to the Sybase database Log File Everything that the database engine does is stored in the log file in the order that it occurred Glossary Manual Reports Reports initiated on request N NTFS New Technology File System Windows Proprietary Format Affords the network a higher level of security than a FAT partition O OS 2 Multitasking operating system that was the previous software platform for CoralCenter p PBX Private Branch Exchange CoralCenter JET ECI s automatic call distribution systems management information system CoralCenter JET 1s used to collect and examine the data generated by the Coral ACD Ping The act of sending an ICMP echo packet to the Coral host and waiting for a response It is used to test and debug a network Used with the CSL card R RAM Random Access Memory The primary memory in your PC It can be overwritten with new information Readerboard An external device typically wall mounted which displays ACD and other information in near Real Time Otherwise known as a wall display Real Time With CoralCenter JET you can view the data generated within the ACD as it is being collected Real Time The information is processed as it enters the CoralCenter JET as opposed to batch processing where the data is stored an
49. fore they are expired Expiry Days short Maximum number of days that the following records remain in the database before they are expired Trunk I reports Report Queue unreported support use only Abandoned Call J reports Exception K reports Reporting Engine Timer Interval at which the Reporting Engine checks for reports to run sec Decrease for faster manual reports Increase if CPU utilization stays at 100 Default 30 sec TSF Calculation The check boxes control the TSF calculation algorithm Check to include abandoned and or overflowed calls in the numerator or denominator Currently this controls reports only real time screens are hard coded to include abandoned but not overflowed calls Tab through the fields changing data at will When you are finished working with this screen select OK You are returned to the CoralCenter JET Database Client main menu NOTE Changes to the Archive Interval must be synchronized with changes to the CRONTAB DAT file which schedules the database save events Reports including data with different archive times may be misleading Call for support before changing this field NOTE The Expiry Days fields have been chosen to limit disk space requirements Carefully monitor your disk usage if you increase these fields NOTE The section Error Reference source not found on page Error Bookmark not defined explains how to save expired data permanently if you wish to do so
50. ge Password screen displays CoralCenter Heporting D atabase Client File Edi Records Database Reports Admin Password Window Help 6 110 Reporting Engine Reports todo 0 Next ES 120 Change Password EJ Old Password Hew Password repeat ome A Z Figure 25 Change Password Table 15 Password Fields Old Password Enter your current password Normally after changing your Database Client password you should change your CoralCenter JET password to the same string Then you will not have to log in again when invoking the Database Client from the CoralCenter JET main menu Window Options in this selection provide standard Windows services to arrange the windows on your desktop Select Window from the CoralCenter JET Database Client menu Chapter 14 Help bar The Window drop down menu displays Standard Access conventions pertain to this menu selection This selection invokes the Database Client Help System Context specific and general help are provided As with any Windows application you can follow links between sections by clicking on marked text search on topics and choose sections to print Some of the information in the Help system may be more detailed or up to date than this manual Context specific help is also available by pressing F1 This selection has three options Contents Displays titles of Help sections including help on each window as well as more general material Search T
51. geted This allows DNIS numbers to point at the same or individual Groups For tracking purposes PC ACD required any DNIS number that was to be tracked individually to be routed toward its own ACD Group Appendix A The drawback of this arrangement is the number of groups an individual agent may have to be logged in to at any given time The reporting of the agent s statistics can become cumbersome The Departmental tracking of many DNIS calls related to the same customer or function becomes less flexible as the number of DNIS numbers with their own dedicated ACD Groups grows A solution to this dilemma was developed using CoralCenter JET along with the routing capabilities of the Coral CoralCenter JET DNIS Option Many call center managers have voiced a need for flexibility in reporting that allows the DNIS traffic to become separated from the agent statistics and allow for more choices in call routing and queuing The answer from ECI is the DNIS development for the CoralCenter JET combined with the flexible programming of the Coral The flexibility of the Coral allows DNIS numbers to be pointed to an ACD Group separately from the Group s dynamics What this means is that each DNIS number does not have to be pointed at its own specific ACD Group This was only done in the past for DNIS specific reporting using PC ACD With CoralCenter JET Pro Plus or the ability to track DNIS traffic separate from ACD Group statistics opens up several possibili
52. ght hand corner of the window CoralCenter JET Reference Guide Page 47 of 98 Chapter 13 CoralCenter JET JAVA Client There is an icon located on the desktop called CC Java Client This starts a JAVA client application supporting Real Time screens and menu controlled access to the Database Client If this is on a Server ensure that the Server is running and then double click the Client icon to start If this is a Real Time client connected over the LAN ensure the server is running and then double click the Client icon The main menu and login window appear dm Coral Center Login 3 User ID iccadmir Password Server 192 114 94 225 Alarm Sound none d EN Please login Figure 6 02 Login Login using your assigned User ID and no password Enter the Server name or TCP IP address in the Server window If you are logging in the JAVA Client on the Server use TCP IP address 127 0 0 1 Then click OK or press Enter Usage of the Client application is described in detail in the following sections To stop the Client Click on the JAVA cup in the top left corner Close from the main menu of Window 01 or press Alt F4 while the main menu window has the focus NOTE For additional information see JAVA Client Manual Readerboard Client To start the Readerboard client Click Start Programs CoralCenter JET gt Readerboard Client which supports one or more Readerboards Readerboard setup is entirely control
53. guring the system Chapter 5 Server Installation for Windows NT Server Workstation Step by step instructions for installing Windows NT on the Standalone or Server model Chapter 6 Continued Standalone Server Software Installation Step by step instructions for installing additional required software on the Standalone or Server model Chapter 7 Installing CoralCenter JET Software on the Server or Standalone Model Step by step instructions for installing the CoralCenter JET Software on the Standalone or Server model Chapter 8 Setup the SERVER for Browser Based Realtime Client Access Required programming on the Server to allow Client access to the Realtime Screens using Internet Explorer or Netscape Navigator Chapter 9 Setup JAVA CLIENT for Browser Based Realtime Access Required programming on the Client for accessing the Realtime Screens using Internet Explorer or Netscape Navigator Chapter 10 Setup CLIENT PC for Realtime Access Without a Browser Step by step instructions for installing the CoralCenter JET Java Client used for accessing the Realtime screens without the use of a browser Chapter 1 Chapter 11 Setup CLIENT PC for DB Reporting Administration Access Step by step instructions for installing required software to allow the Client PC to access the Reporting DB Administration areas Chapter 12 Setup Backup Parameters Step by step instructions for setting up the CoralCenter JET softwa
54. he software can simply be reinstalled from the server should media failure occur Delete Log Files Log files called program files cc log acderrNN log and program files cc server capierNN log where NN is the month number are generated by the system When the files are a few months old they should be deleted to free disk space Otherwise the 12 files will grow indefinitely this year s files append to last year s rather than overwriting them Exception Report Report K1 Exception Log lists system start and stop events and other conditions of which the customer should be aware Periodically run it and review the output for anomalies Access Database The MS Access database CC MDB contains no ACD data The only updates are loading of language dependent strings on client startup and saving of per report printer setup If the file should become corrupt you can simply reinstall it from the distribution disks If you have made local changes you may wish to make backup copies of CC MDB as well as checking the file occasionally Microsoft provides database repair and compaction capabilities To use them copy the Windows Database Client icon and add options Repair and or Compact at the end of the command line Periodically double click on the new icon to run the checks Appendix A Appendix A DNIS Call Tracking Overview A detailed discussion of DNIS routing within the Coral requires a moderate amount of knowledge of DNIS call ha
55. his design benefits the user with shared resources common data storage facilities and scalability The call center manager has the product that meets their needs on installation and a platform that can grow with their business Every ACD MIS system must be either digitally linked to the ACD switch or a subset of the ACD Tadiran Telecom s analysis of the market s requirements and the best means to deliver a cost effective solution to meet those requirements was to have CoralCenter JET resident in an industry standard PC platform digitally linked to the Coral These digital links are Computer Telephony Integration CTI serial interfaces using an Application Protocol Data Link for ACD event messages The CoralCenter JET can support up to 3 Corals attached to one CoralCenter JET system This multi switch connectivity allows call center managers with more than one site to have a centralized reporting package with real time screens that can show any activity in any site As call centers have evolved so have the demands for accurate and sophisticated tools to provide and manage the call center s statistics CoralCenter JET incorporates the latest technology in ACD MIS design Using Sybase s SQL Anywhere and based on an SQL ODBC query structure CoralCenter JET is a complete reporting suite for the call center manager The open architecture of the database allows for customer access via predefined or custom reports as well as ODBC queries over a LA
56. ill m Out Non ACD Outgoing Time gt T sec Lang Cal Se ee Chapter 14 Agents Using this window to enter Agent details and define the Business Units responsible for them Table 4 Agent Fields Agent s assigned login ID number Business Unit Business unit agent is permanently associated with This does not restrict the ACD Groups an agent can log in to CoralCenter Reporting D atabase Client Aa xj File Edit Records Database Reports Admin Password Window Help 110 Reporting Engine Reporte toda 0 Mest BizAgets A LastName FirstName ID Business Unit FK Rae sales Station Studenl sales Staon2a Student AB customer Service Staion3 Studen3 4DB marketing Station Studend 4 5 custemer Support Station5 Student 407 raining C Station Student 409 Manufacturing ET O O TE Top level Business Unit Record 14 4 i n jr of 7 Datasheet View e mS ES ve Figure 14 102 Agents Multi The list can be sorted in ascending or descending order by field To do so click the cursor on the field heading name once or twice to select and then toggle between the sort type The user can change enter several agents at one time The first three fields accept text input Click on the Business Unit field for a pop up menu providing all of the Business Unit choices T
57. ing replace reference to OS 2 ACD was Engineering Project name with CoralCenter JET add Change History as separate page and include reference to latest changes with DNIS window 117 replaced 06 February 1997 JVE Release 1 0 Incorporated new report pages DNIS verbiage Agent Table Document number Product overview and changes throughout the document 17 March 1997 JVE Release 1 1 Window cleaning separate reports document and changes throughout document 24 March 1998 Release 1 2 New and updated forms revise Setup section April 1 1998 Release 1 3 Clarify some report field definitions JT updating reports John Dabnor and Java Client for Real Time Reports software build pp Chapter 1 Chapter 1 Introduction Document Overview This Reference Guide contains detailed information on Tadiran Telecom s CoralCenter JET Java Enabled Technology This WindowsNT and Java based application provides a complete ACD MIS environment for a Coral ACD system The purpose of this Guide is to provide the CoralCenter JET user with a complete reference tool in hard copy form This document complements the Help System incorporated into the product This document describes the features functions and services available in the CoralCenter JET product s Additionally step by step procedures for configuring and monitoring the system are provided The CoralCenter JET system is designed to provide ACD MIS features and functionality for small
58. le drivers Y Windows Hig WOW a E h oM I md 1 tl E y Computer HKEY LOCSL_MACHINESSOFT WARE Microsofth indows WT SCurentyersion 4 inlogon Default fae Auto dminLogon in AutoRestartS hell DebugServerCom D efaultD emainM ame DefaultUser ame Legal oticeCaption LegalMaticeT ext Powerdownfter5 HaepartBaatl lk Shell 5 hutdowriwithaut System Usernit ab Vm pplet value not set value nat set Qn OxOO000001 1 ap CC_SERVER_O1 ecadmin Ecadmin p qu Explorer exe p sass ewe userinitunddeagnt exe rundll 32 shell32 Centrel RunDLL apdr cpl Chapter 6 10 11 12 13 Chapter 6 Close the registry editor after completing the changes Format the D partition as NTFS using My Computer properties This partition will be setup later and used for Backup purposes Share both C and D Be sure the share does not have a after the share name The causes the share to be hidden Now restart the Server and observe that it boots and automatically logs in under the ccadmin account Install NT Service Pack 6a or most current version restarting if prompted to do so Install Internet Explorer 5 0 or higher restarting machine if prompted to do so Install or upgrade to Microsoft Internet Information Server version 4 0 or greater NT 4 0 includes IIS 2 0 only If upgrading using Option Pack 4 choose upgrade only Re install NT Ser
59. led from the Database client this icon simply starts and stops the application To stop the Readerboard client give the window the focus and press Ctrl C Chapter 13 This process can be set to startup automatically by placing a Shadow icon in the startup folder Real Time Screens The Real Time screens and their associated menu choices are discussed in detail in CoralCenter JET JAVA Client User Manual Chapter 14 Chapter 14 Database Administration This section provides details on how to work with the MS Access database side of the CoralCenter JET system Database Conventions As shipped the database is populated with a single top level Business Unit To edit a text field use the mouse or press Tab or Shift Tab repeatedly to set the cursor on the field then make your changes To cancel an edit press Esc To select from a combo box such as the Parent Business Unit field click on the H button to display the drop down list then click to select one item from the list To delete the current record select it either from the Records menu or by clicking on the vertical bar to the left of the record then press Del NOTE On other windows where sets of records are displayed each record has a small rectangle to its left One or more of these rectangles can be selected to mark records for deletion NOTE Some windows represent a one to many relationship using the Access main subform convention There are two sets of recor
60. lication that supports Real Time screens The Database Client is a Microsoft Access 2000 application running in Windows NT 95 98 on a separate host The Readerboard Client is a native Windows application to drive one or more Readerboards Database Tables Security Configuration and statistical data are stored in a multi user relational database on the server host Internally the database is queried and updated using Structured Query Language SQL The configuration data is loaded at installation time and is retained until changed by the user Statistical data is added at fixed time intervals by the CoralCenter JET Object Model subsystem and is automatically deleted after a configurable number of days to limit disk storage requirements This section describes CoralCenter JET security and access levels General Description CoralCenter JET is a multi user application Access to features and data may be restricted on a per user basis Users gain access to their features and data and retrieve their saved preferences by logging in with a User ID and optional password As shipped the application comes with a single user ID ccadmin with no password Sites with no security concerns may simply continue to use this ID universally otherwise the ccadmin user sets a password then creates additional users and sets their individual access levels The security environment can be rather complex but you only need to understand as much as is
61. llows for data representation in forms required by the call center management This open architecture approach is also the foundation of the CoralCenter JET s software components The Computing Domain can exist as several systems on a LAN or in one platform This Domain can be contained within the same building as the Coral or have Clients dispersed over a WAN The heart of this design is the software of the CoralCenter JET This design supports the multiple choices available with CoralCenter JET Figure 4 on the Chapter 3 following page provides a view of the software structure of CoralCenter JET that allows this flexibility of deployment The software is segmented into logical groupings The Switch Interface module is specific to the type of I O used for ACD call data from the Coral The PC ACD and the CSTS serial data from of the Coral are mapped to CSTA messages so that a common protocol is used internally between the Switch Interface and the next process the Object Model This Object Model module has common functions between all levels of CoralCenter JET These functions are to report to the Database and Client Handler changes in status for the various ACD entities and accept real time information from the Coral As the nature of the event reporting varies by interface type used the Object Model is different from level to level The Client Handler takes real time data out from the Object Model and distributes it to the attached Client
62. lone Server Software Installation 40 Chapter 7 Installing CoralCenter JET Software on Server Standalone 44 Chapter 8 Setup Server for Browser Based Client Access 45 Chapter 9 Setup JAVA Client for Browser Based Access 48 Chapter 10 Setup Client for Real Time Access without Browser 50 Chapter 11 Setup Client for Reporting DB Access eeeeeeeseeee 51 Chapter 12 Setup Backup Parameters oocooccoccoccociociocconnonconnonnonncnnonnonnonnonnonos 53 Chapter 13 Starting CoralCenter JET ocoooccccccncncoccconoconoconocononcnonconanecanenono 4T CoralCenter VETS Cry Ci seien ia 47 Coralcenter TET TAN ACC TRE e iron dono ot iso 48 to oo ke 6 epit oceewesca es ceret E De Le RE cee 48 Real Setee iSc note cies tmd t T en ae ee tem ecaedd 49 Chapter 14 Database AdministratiON occoocconcocnconioniconconoconcnnonnncancononononos 51 Database Conveni o NS cuiu d aei E see eee ee eee 51 Database Hierarchy sahe aia E rts TP rr Re ene vn Re TP re en or CD 52 tsm the Database C HO DE oen eet t meee lei 53 ine Cm 53 nce T 53 pM e 53 Gn i LU E ius E EE du MU KDE uu MeL LET 54 DataDa se aa chsh ert acta ener aM LL Mi EL A e d EC 54 A aeos Cet oa eth bei Dno MR Du occas eee bala dM RP nates pudeat A seed male pua pM IN pe 60 PassWord NR RN T m EM 72 A S E E 72 lari
63. mber field if you want to enter more numbers etc When you are finished click on the OK button To delete a DNIS number s entry select the number field and use the Edit menu commands to select and delete the record Appendix B Appendix B Troubleshooting Overview This section addresses some problems which may occur It is meant more for the experienced system operator than the casual user Information presented here is likely to be supplemented by periodic technical bulletins Anomalies If the system appears to be behaving abnormally first check each CoralCenter JET window on the ACD Server for error indications The windows are normally minimized but can be made visible by selecting from the window list Ctrl Esc Restarting the server quickly will minimize loss of data Boot Up Problem This is a Windows problem and not an application one It should be possible to recover without reinstalling the Windows software Consult your Windows user guide or a Certified Microsoft Engineer If the hard disk is full one option which will permit the system to boot is to delete files from the ICCIEXPIRED directory which contains old data which has been removed from the database Database Validation or Backup Failed The CoralCenter JET Server backs up the server database nightly lf a problem occurs your Server host may display a message like CoralCenter JET Database backup failed If this happens shut down any running comp
64. moments you will see the Access Main Menu shown here resized CoralCenter Reporting D atabase Client BEE File Edit Records Database Reports Admin Password Window Help 110 Reporting Engine Reports todo O Next Form View Le mm m n E 2 Figure 10 CoralCenter JET Database Client Help File Edit Exit A section of the Help system describes useful key and mouse actions for navigation on the edit windows The Help system is extensive and should be used as a quick reference guide in lieu of this document A section in the Help system describes the recommended order in which to populate the database For quick start purposes a minimally working configuration can be set up by entering Customer change name Business Units Announcers Stations Trunk Groups Trunks ACD Groups and Agents in this order The menu selections and pull down options are now described This menu selection has one option Close Access and return to CoralCenter JET Client or Explorer This menu selection provides some standard Windows services which are useful when editing records The exact options available vary according to the window state Chapter 14 Records This menu selection provides some standard Access services which are useful when navigating through sets of records Data Entry Display a new blank record sometimes containing default values for editing and insertion into the database Go To
65. n Guide There are a number of different ways to configure the CoralCenter JET To help in the decision process we have developed these guide lines This will give you the pieces required for each configuration Standalone Server If you have a standalone server with Real Time Reporting and Database you will need to install the following e Chapter 5 Server Installation installing NT e Chapter 6 Server Installation continued additional software e Chapter 7 Server Installation of CoralCenter JET Software Separate Database Server If you are installing a separate Database Server with no client you will need to install the following Chapter 5 Server Installation installing NT Chapter 6 Server Installation continued additional software Install SQL Anywhere Patch Call Tech Support if further instruction is needed Server with Client Access If you have a server with network client access you will need to install the following Chapter 5 Server Installation installing NT Chapter 6 Server Installation continued additional software Chapter 7 Server Installation of CoralCenter JET Software Chapter 8 Setup Server for Browser Based RT Clients JAVA Real Time Client Installation If you are installing a Windows client machine with real time reporting you will need to install the following e Chapter 9 Setup Client for Browser Based RT Access or Chapter 10 Setup Client for RT Access
66. ndling and the Coral s ACD environment The paragraphs that follow present an overview of DNIS and then build on this information to present the routing of DNIS calls within the Coral and finally the statistics reported regarding these DNIS calls DNIS Dialed Number Identification Service Coral DNIS What is DNIS This is a local Telco or Long Distance carrier offering associated with 800 type 800 888 900 service when sent over a T1 or PRI connection The acronym stands for Dialed Number Identification Service It means that the number dialed for example 800 676 8126 would have an identifier common to that number This identifier is usually a 4 digit number and many times the same as the last 4 digits dialed The identifier is sent by the Telco or carrier along with the call when it is originally presented rings into the ACD system The ACD uses the DNIS number as routing control digits to know where what queue etc to send the call to The DNIS service is analogous to the Direct Inward Dialing DID service offered by local Telcos for non 800 number service Why use DNIS Call centers that have large numbers of clients or inbound campaigns that are tracked individually but want to maximize the use of their trunk facilities select DNIS as a means of accomplishing this By having DNIS a call center can have their trunks pooled Any customer can call any 800 number and come into the ACD over any of the DNIS trunks yet b
67. nt technology and terms The terms Split and Gate are analogous to the ACD Group as defined using the de coupled DNIS routing The development of the DNIS routing with CoralCenter JET reporting offers the call center manager the flexibility needed to meet their tactical and strategic requirements These requirements can be for immediate changes to call routing in the system or long term planning on agent utilization and how to structure a specific inbound campaign The following Figure and narrative provide insight into the functionality gained by using this call routing and reporting scheme Appendix A DNIS 1000 Call Offered Call Queues to Call Queues to Agent 5678 in Group Agent 5678 Group 5350 Group 5351 5351 Answers Call Completed Terminates Figure 38 DNIS sample call time line DNIS 1000 call offered to Group 5350 overflows after a predetermined time to Group 5351 An agent 5678 in Group 5351 answers and handles the call The statistics reported are by each entity involved in this scenario Agent DNIS Number and ACD Group s What would be reported is based on the following Table Agent 5678 would report 1 call handled for DNIS 1000 and Group 5351 Each DNIS number reported would contain all relevant data in its statistics for the agent but would not report on Group related data such as Work or Released time The agent would report on Group relevant statistics that would include the DNIS statistics and those relev
68. o change several agents to a specific Business Unit copy the Business Unit name desired to the Clipboard using standard Windows conventions Ctrl C then select each agent s Business Unit to be changed one at a time and press Ctrl V to paste the desired name into the field Chapter 14 Readerboards CoralCenter Reporting Database Client ES CORALCEN 10 Sales Customer Service jn Ei AA E ese Figure 15 118 Readerboards On this window you set up information for one or more Readerboard Client on page 48 For each Readerboard move ACD Groups between the Unselected and Selected boxes to indicate which Groups are to be reported on Chapter 14 Table 5 Readerboard Fields Text of your choice such as the readerboard s location Protocol RICLONE Data output and timing identical to PC ACD version 4 003 SPECTRUM Data output is the same but with a delay between each group instead of after all groups Port Device to which data is sent typically COMI or COM2 For test purposes you may temporarily enter CON to display the data on the console Note COM port parameters baud rate are set up in the file cc client cchost bat Normally this does not need to be modified Host Name of the host to which this Readerboard is connected and on which a Readerboard client is running This can be obtained using echo COMPUTERNAME Update Interval The interval at which the data will be refreshed Choos
69. onents of CoralCenter JET and do not attempt to restart the application until the problem has been resolved If the backup failed the problem is most likely a full disk Free up some space start the database and run the program files cc server dbvalbak cmd script manually If this was successful you may proceed If validation failed it may be necessary to revert to the most recent backup or as a last resort attempt to unload and reload the database contents No Events From the Switch Does the Server database have any ACD Group Station or Trunk records f not the application will not attempt to monitor anything At an MS Dos prompt on the ACD Server run MSGWIND EXE from the program files cc server directory Events should be displayed as they are received Appendix B CoralCenter JET Pro or Pro Plus Specific If this is the CoralCenter JET system verify the APDL APA link and follow the PC ACD troubleshooting procedures for this link Verify the correct version of SKD SDT SD card the correct version of APDL APA and the correct serial cable Verify the database in the Coral related to the digital port The port must be set to PC ACD Y for version 9 XX or PCC CSTS PCC for version 10 XX Client Cannot Connect to the Database Server Either of the servers may not be running or initialization did not complete Client Handler window should display the following message Ready Log Files A log file called program files c
70. ooltXInternet Information Server cc_server_O1 CorallC _ Mie x aL fe Console Window Help inbox ilie CerlCenterPropertties e 7 lt Documents Directory Security HTTP Headers Custom Errors IL Web Site Operators Performance ISAPI Filters Home Directory When connecting to this resource the content should come from if F Internet Explorer C A share located on another computer EY C A redirection to a URL Recycle Bin Local Path C Program Filesscc server Browse Access Permissions Content Control Content Control 4 Read Iv Log access v Indes this directory D write Director browsing allowed D FrontPage iweb Application Settings Marne o efault Application Remove Starting Point CoralCenter gt E Configuration Run in separate memory space isolated process Winzip NM Permissions iia None Script f Execute including script o Z Cancel Apply Help FE Start BE CC Server Press Ctrl C to zi Microsoft Manageme Es 2 00 Pt 9 Go to the Web Site Tab and set the description to CoralCenter JET and the IP address to the same as the Server s address Chapter 8 Be hk hy Computer Connect bo the Internet a pe Network Outlook Neighborhood Express Inbax 1 Console Window Help 18 Ge CoralCenter Properties 4 Documents Directory Security HTTP Headers Custom Errors 4 Web Site Operators Performance I
71. phisticated tools to provide and manage the statistics related to the call center The CoralCenter JET represents the latest technology in ACD MIS design Based on an SQL ODBC query structure the CoralCenter JET provides a complete reporting suite to the call center manager The open architecture within the database allows for customer access via predefined or custom reports Whether delivering real time data in easy to understand statistics or reporting on past events the CoralCenter JET provides a complete environment for data analysis and presentation The modularity of the CoralCenter JET s software allows the system to be scaled from a single PC running all of the processes up to a multi PC environment with Clients dispersed over a LAN or WAN The Main Server can be the CoralCenter JET Server the switch interface point and Database Server The Database Server can be separated from the Main Server in larger systems The Main Server can have several Real Time and reporting clients attached to it as the call center requires This scalability allows a call center manager to custom tailor the system to meet his or her needs without sacrificing any future expansion options There is no fork lift upgrade or replacement of any core software components Tadiran Telecom s CoralCenter JET is designed to be used as a management control tool for ACD supervisors Tadiran Telecom s Coral provides real time information data to the CoralCenter JET eithe
72. quee Al Es sales Q 23 Maxvvaitzb 48 lar Unsigned Jawa Applet vvindow Window 4 Real Time Scrolling Marquee N Group 5370 Sales Longest VYait sec 300 Agents Available Calls In 0 Queue 29 24 19 14 Queue 5 Minutes ago Customize Wait 300 Agents Pro Calls 30 Sample sec 30 I Unsigned Java Applet Window Window 5 Real Time Bar Chart The Internet Clients are Java applets that are downloaded on demand over the Internet The applets have been tested with Internet Explorer 5 0 and higher and Netscape 4 03 Using compact packets of information the Real Time information is updated every 2 seconds to reduce network load Once a user has logged in to the CC Web Server they are given a list of the Groups they can view Each Group has options next to it for viewing as part of the scrolling Marquee and or as a Bar Chart Each Group selected for Bar Chart is assigned its own window The user can move place each of the windows brought up anywhere on their display as desired The Marquee window scrolls through several ACD Groups sequentially or scrolls continuously through snapshots regarding the same Group if only one Group was selected for the Marquee Chapter 2 Each Real Time Bar Chart window has its own four values the user can manipulate for their viewing ease One value sets the maximum time in seconds for the Longest Wait Bar Graph along the left side of the window The other three values relate to the Bar G
73. r over the industry standard CSTA Ethernet link or over proprietary RS 232 links The CoralCenter JET determines the appropriate interpretation from this data to provide Real Time information display and management reports Supervisors can request reports on archived information to screen as well as to printers The CoralCenter JET software can be customized by any supervisor for individualized displays and reports The CoralCenter JET system provides a flexible way to examine data that has been generated by the Coral ACD Because of the CoralCenter JET s architecture each CoralCenter JET user can build their individual access to the data using a common database structure The structure of the database is designed to accommodate organizations of all sizes and levels Chapter 3 CoralCenter JET introduces a new and flexible business model Instead of a fixed Company Division Department hierarchy a tree structure of Business Units is created each of which may contain other business units and in turn be contained within a parent business unit You can name business units Divisions Departments Teams or whatever best represents this segment of your organization In parallel with the business model is the switch model which represents the ACD such as Trunk Groups and other entities known to the Coral switch Static and dynamic links between the two models allow the data from the switch to be stored and presented in a way that is most convenient fo
74. r the user For example an ACD agent has a static relationship with one Business Unit the unit which is responsible for the agent and a dynamic relationship with one or more ACD Groups that changes as the agent logs in and out Each ACD Group may have one or more DNIS numbers assigned to it for tracking and reporting purposes The DNIS number routing is dynamic in the Coral and so the relationship to Groups must be dynamic These DNIS numbers are reported individually as subsets of the responsible Groups and as areas of agent activity System Architecture CoralCenter JET is based on a client server architecture with one logical Server supporting multiple Clients This architecture has the flexibility to support many clients across the LAN from a single server The real time clients use Pentium PCs running Windows NT with JAVA Client The Reporting clients can be similar PCs running MS Access under Windows NT 95 98 A hybrid architecture was chosen for cost and performance reasons with Sybase SQL Anywhere providing an efficient relational database engine while a Microsoft Access front end supports all standard user interaction including reports and database queries Figure 3 and the following description describe the logical architecture without regard to machine boundaries CoralCenter CORAL ACD Server Main Server Telephony Domain Computing Domain Figure 3 Commonality of Functions The open structure of the database a
75. raph running horizontally across the window One of these values adjusts the maximum agents value to the upper y axis Another value adjusts the maximum number of calls in queue value along the lower y axis while the last value adjusts the snapshot sample time number of seconds between snapshots Every snapshot period a calculation is made and a new set of bars added to the chart with existing bars shifted to the left Once the time for sampling is set the Minutes Ago values are assigned to the x axis to assist the user in visualizing the time span of the chart Special Applications CoralCenter JET is an open platform able to communicate with several external applications Examples of this are the CoralCenter JET s ability to send specially formatted data periodically or on demand to external applications such as the Workforce Management package from TCS called TeleCenter and to Host computers as files for inclusion in corporate reports Toward the future CoralCenter JET is designed to provide call center managers the highest level of functionality today as well as a platform for future growth and applications ECI s extensive commitment and involvement in call centers is evidenced by the well thought out features and functions available with CoralCenter JET and its ability to grow and expand in the future Chapter 2 Technical Specifications Server OS Microsoft Windows NT 2000 Server or Workstation SP4 Minimum Clien
76. re to backup to the 2 partition of the hard drive Chapter 13 Starting CoralCenter JET How to start the various CoralCenter JET components Chapter 14 Database Administration Contains information on switch vs database elements MS Access database configuration data input changing the password setting up your desktop and database administration functions Chapter 15 System Maintenance Provides procedures for performing PC maintenance and back up the database Appendix A DNIS Call Tracking Discusses DNIS routing within the Coral environment Appendix B Troubleshooting Contains insight on how to deal with possible CoralCenter JET problems that may occur Glossary Provides concise definitions on terms and acronyms used throughout this document Chapter 1 CoralCenter JET Reference Guide Page 5 of 98 Chapter 2 Chapter 2 CoralCenter JET Product Overview This document provides an overview of the CoralCenter JET product line Although intended for a reader knowledgeable in ACD this document is aimed at providing the novice as well as the experienced ACD manager with information needed to understand CoralCenter JET Foreword As the service oriented approach to business has evolved the need to facilitate contact with customers or prospects has grown To handle this task many companies have implemented their own call centers Call centers are designed and deployed with the thought in mind of handling large
77. refer to a Microsoft Certified Technician ECI accepts no responsibility for the following instructions To edit the registry click Start Run Regedit and press lt enter gt Navigate to the following HKEY LOCAL MACHINE SOFTWARE Microsoft Windows NT Y CurrentVersion Winlogon Change the key DefaultUserName to ccadmin Add string value AutoAdminLogon with a value of 1 Add string value DefaultPassword with a value of ccadmin Below you will find some screenshots to help you verify your actions CoralCenter JET Reference Guide Page 33 of 98 8 Registry Editor Registry Edit View Help E E My Computer EH HKEY CLASSES ROOT EH HKEY CLIRHEMT L ISER ES HKEY LOCAL MACHIME BM HARDWARE E SAM E SECURITY SOFTWARE H Classes H E Clients Eg Description H E JavaSoft Eg KasperskyLab H E McAfee H E Microsoft H Mico Mak Computing m ODBC 6 23 PCICardCorporation 6 23 Policies 1 Program Groups E H E Windows 3 7 Migration Status pg SYSTEM 61 423 HKEY USERS E HKEY_CURRENT_CONFIG Eg wAB Eg Windows Eg Windows Messaging Subsystem Eg windows NT 6 24 Curentyersion AeDebug a Diriverg32 Lg Embedding H E File Manager 29 Font Drivers H FontCache E GRE Initialize H E Hotfix H E Image File Execution Options i ModuleCompatibility Eg Network 0 23 NetworkCards 9 penGLDrivers 3 related dese 6 23 Terminal Server Eg Time Zones H E Type 1 Installer aa Usernstallab
78. relevant to your security concerns Direct access to the Sybase server database is controlled by user IDs and passwords We have not changed the Sybase defaults and have added user IDs to support the application Normally CoralCenter JET users do not need to access the Sybase database directly If you have acquired either the full single user product or the Sybase SQL Anywhere Server you will be able to access the database using dbisql exe and the SQL language In this case and if security is a concern we recommend physical security of the server host SQL Anywhere Server administrators must also be aware of the possibility of unauthorized network access to the server ECI will work with you if this should become a problem Access to CoralCenter JET Real Time screens is controlled by user ID and password User IDs and encrypted passwords are stored in the server database Chapter 3 Access to the Database Client uses MS Access security features User IDs and passwords are stored in a SYSTEM MDW file which in a client server configuration should be shareable across the LAN so that users created on one host can log in from any host A user when created is given one of three access levels optional Admin privileges and the ability to read or write a subset of the data A user s access level is shown in the Initializing screen while logging in 1 Level 1 2 Level 2 3 Level 3 A plus Admin level e Level 1 users can run ac
79. rface to the OS 2 database T TCP IP Transmission Control Protocol Internet program Protocol used by the Ethernet LAN that connects the Coral switch to the end users of the CoralCenter JET Trunk Groups A group of essentially like trunks that go between the same two geographical points TSF Target Service Factor A measure of target or actual grade of service defined as the percentage of calls handled within a certain time CoralCenter JET currently includes abandoned as well as answered calls in the denominator of this calculation Real Time screens currently include abandoned calls as well reports do not This will change in future releases Glossary Reports Reports The attached document has been created as an independent guide for ease of separation from this manual Once the user has become familiar with CoralCenter JET the most frequently accessed part of the guide is the reports section With this in mind we have separated it into its own document while retaining it as part of this complete reference guide
80. ry Double Quotes Identifies system messages Who Should Use This Guide The intended audience for this guide is the personnel responsible for programming CoralCenter JET and the call center manager supervisor who is responsible for the day to day operation of the call center This document is focused then for these individuals so that they can perform the following duties e Install the CoralCenter JET hardware and software e Set up the system s database hierarchy e Layout the various elements of the database into a cohesive reporting structure e Input data into the CoralCenter JET database e Comprehending reports e Review the ACD s performance e Make management decisions regarding the operation of the call center based on the reports generated Chapter 1 How This Guide Is Organized This guide consists of the following chapters 4 Chapter 1 Reference Guide Introduction Contains a brief overview of this document and its components Chapter 2 CoralCenter JET Product Overview Contains sections from the Product Overview document including summaries of several system features and the various CoralCenter JET options available Chapter 3 System Details Contains a brief overview of the CoralCenter JET product and introduces terms used throughout this document Chapter 4 Client Server Considerations Includes information regarding system requirements software installation procedures and confi
81. s This module is also common throughout the various levels and configurations of CoralCenter JET The Database Engine is an SQL database that supports remote reporting data retention control and automatic reports scheduling The database subsystem is also common throughout the product The only database options are the number of simultaneous accesses and the location of the database within the Main Server or dedicated Database Server The Real Time Client software can be located on the Server in smaller systems or connected to the Server over a LAN The Readerboard Client is a software module attached to a Real Time Client and must be resident in the Real Time Clients PC The Database Client can be located on the Server in a standalone configuration on a real time Client or on a separate Client PC The ability of these modules to be intermingled on the same PC or dispersed over a LAN provides for an environment that can be configured to meet each customer s needs Chapter 3 Coral ACD Telephony Domain Readerboard Client C gt lt Client Handler CLA or VDK APA Interface API amp hardware Real Time Client User Interface Real time screens Obiect Model State machine C gt Auto Reports Scheduler Database Engine SOL Data Retention Control located on Main Server or on dedicated Database C gt Remote Report Server Server lt Server Functions Database Client MS Access Client Functions b Computine Domain MM
82. s An elaboration of this condition may be pursued at http www microsoft com N TWorkstation Newa MktBulletins Ntlicensing asp Therefore NT Server NTS should be used if more than 10 clients are planned to be in use simultaneously It is possible that under heavy load network performance will begin to degrade on NTW with fewer clients due to its optimization for interactive rather than server use Therefore we recommend that NTS should be used for more than 5 clients NTS should also be used if You intend to set up a domain rather than a workgroup or You expect more than one Remote Access session or You wish to use features available only on NTS such as disk mirroring service Pack 4 or higher is required Choice of Workgroup or Domain is a matter for local procedures We find that a CORALCEN Domain or Workgroup administered from the ACD server is convenient TCP IP is required to support Java client even standalone IP address is a matter for local procedures CoralCenter JET Reference Guide Page 28 of 98 Chapter 5 An HTTP Web server is required to support browser based Java clients NT Server provides the Microsoft Internet Information Server and NT Workstation provides Microsoft Peer Web Server as optional installation components Follow the Microsoft instructions to install these products For a standard installation only the WWW Service is required Final step is done after installing CoralCenter JET Di
83. should now be able to access the Coral Center JET web page CoralCenter JET Reference Guide Page 41 of 98 Chapter 9 r Ed m b Briefca is Pages you view on the Internet are stored in a special folder for quick viewing later Delete Files settings History A The History folder contains links ta pages you ve visited far quick access to recently viewed pages Days to keep pages in history 20 Clear History Colors Fonts Languages Accessibility coa J 8 Stat E 9 AE Chapter 10 Chapter 10 SETUP CLIENT PC FOR REAL TIME ACCESS WITHOUT A BROWSER Using the CoralCenter JET Java Client Software 1 Insert CoralCenter JET CD in drive 2 Navigate to the NT Setup directory and double click Setup exe 4 You will receive a message that says Setup could not be completed some files need to be updated 5 Click OK 6 Restart your machine f Again navigate to the NT Setup directory on the CD and double click Setup exe 8 Select Client and Real Time 9 The necessary components will be installed Note that a Realtime ONLY client does not require the Access 2000 runtime CoralCenter JET Reference Guide Page 43 of 98 Chapter 11 Chapter 11 SETUP CLIENT PC FOR DB REPORTING ADMINSTRATION ACCESS 1 Map a drive on the Client PC to the C drive of the Server 2 First you must install SYBASE SQL ANYWHERE version 7 0 or higher Insert the C
84. splay parameters of 1024 x 768 256 colors large fonts recommended Installation 1 Install Windows NT Server or Workstation 4 0 Be sure that you have the necessary NIC card drivers on hand You will need them during installation 2 Edit C boot ini this is a Read only file You must unlock the file before you can edit it Open Windows Explorer Click Start gt Programs gt Windows NT Explorer PX Exploring C File Edit View Tools Help E Folders Contents of E Desktop Type Modified EE My Computer bal images File Folder 1 17 00 9 53 Pr E a Floppy 4 Lj Multimedia Files File Folder 1 6 00 9 10 Phi 5 a 23 Program Files File Folder 1 10 00 3 14 Plv kJ Images LJ sglanwbll File Folder 1 10 00 11 24 F 6 3 Multimedia Files E sybtools File Folder 1 10 00 11 24 P E 3 Program Files File Folder 1 11 00 9 08 Pl h Mobi File Folder 1 11 00 12 40 A DKB MS DOS BatchFile 1 6 00 3 37 PM 1KB Configuration Settings 1 6 00 8 46 PM a E co build 99 E of Control Panel SF Printers Network Neighborhood US Recycle Bin E abject s plus 7 hidden FO 1MB Disk free space 1 6718 Chapter 5 Click on boot ini file to highlight it Click on File gt Properties 3 Exploring C MES Edit View Tools Help Open Contents of E Print Type Modified Quick View bal images File Folder 1 11 00 8 53 Pv TT uu L Multimedia Files File Falder 1 6 00 8 10 PM Frogram Files File Folder 1 10 00
85. ss Unit sales customer Service marketing customer Support Cancel Training Record 4 4 1 bf oa fe of 2 A PL P z Figure 21 104 Users This window is used to add and remove users and set their access levels see Security on page 22 and Business Unit associations While the set of user names is common to the Database Client and CoralCenter JET Real Time Client environments it is necessary to administer passwords separately Newly created users receive blank passwords for both environments The current user s Database Client password is administered from the Password gt Change menu option while the Coral Center JET User password is administered from the Real Time Client application If the password is the same in both environments the user does not need to re enter it on opening the Database Client otherwise a login panel is displayed for entry of the Database Client password Table 11 Users Fields User Name User name to be added or removed Read Write Permission List boxes of Business Units to anchor the user s read only or read write permissions to a node in the business hierarchy see General Description on p 22 Click to select one from each box Read Only Permission Chapter 14 Name Business unit name ACD Group ACD group dial number if one is associated with the business unit Access Level 1 2 or 3 User s Access Level see Security on p 22 Check one of the radio buttons and
86. t OS Microsoft Windows NT 2000 Workstation Windows 98 Windows 95 OS for Real Time Clients w o Reporting Microsoft Windows NT 98 95 JAVA Client OS for Real Time Clients with Reporting Microsoft Windows NT 98 95 JAVA Client OS for Reporting only ClientS oooooocccccccccccccccoo o Microsoft Windows NT 98 95 Database BNO uses con PEU Ie Hp Sybase SOL Anywhere V7 0 or later Database Ve a sa Relational using SQL Database front end usueueueueuuuss Microsoft Access 2000 Runtime Supplied Database Queries SuDDOF Gd tii SOL ODBC Networking Protocol op P tpe REGE ii TCP IP Maximum number of agents tracked simultaneously cc cece eee eee c cece eee eees 350 Maximum number of agents in database practical limit 0 cece eee ees 10 000 Maximum number of trunks in database practical limit ooooooocoocccccom o 600 Maximum number of Real Time Clients 00 c cee e eee e eee e cece een 32 Maximum number of Reporting Clients 0 ccc cece cece cece cece cece een e e 16 Number of predefined reports 0 ccc ccc cee e ence cece ea coso 32 Numeric 2 Graphical DNIS reported separately from Groups cvs senasche ersten c CTI ANI reported on Abandoned Call report 0 ccc cece cece cece ene e eee e eee eeaeees CTI Multiple SWEN SUPPONI rca ra as aria Yes Multrple printer Sup DOM sia AAA Yes Minimum Coral SW version for CoralCenter JET Pro
87. t on a networked host running Windows NT 95 98 Installation options permit separate installation of these packages Installation on a Windows host is across the network as described in the README TXT file CoralCenter JET Reference Guide Page 25 of 98 Chapter 4 System Requirements This section describes the hardware and software requirements for the various configurations Standalone The standalone version of the CoralCenter JET software is designed to be installed and operated on a single personal computer with the following minimum configuration Pentium 200 MHz 64MB of memory Microsoft Windows NT Server Service Pack 4 or higher Sybase SQL Anywhere Single User for Microsoft Windows 2 Gigabyte hard drive space recommended for all files CD ROM drive Display adapter supporting 1024 x 768 x 256 resolution Serial ports e one for each APDL APA link i e one per switch e one equipped with modem 14 4K or faster for remote maintenance can be an internal modem as long as there are no conflicts e one per Readerboard if required e typically this will require a multiport card to support more than two switches 3 v floppy drive Printer with Windows drivers for hard copy reports 15 or larger monitor ACD Server with or without Database Server and or real time client Same as standalone with the addition of Ethernet adapter to support clients Database Server requires SQL Anywhere Server instead of standalon
88. ter JET consists logically of five independent major subsystems 1 Database Server The Sybase SQL Anywhere database a multi platform application 2 ACD Server a group of processes which track ACD activity on the switch and communicate with client processes and the database a Windows NT application 3 Real Time client a single JAVA Client executable which manages all the Real Time windows 4 Readerboard client a single Windows executable which manages locally attached readerboards 5 Database reporting client a Microsoft Access for Windows application In principle these subsystems can be run on separate hosts or together on any platform which will support them The following host configurations have been tested e All subsystems on a single host running Windows NT Server this is the entry level standalone configuration e Database Server and ACD Server on a networked Windows NT host e Database Server ACD Server and real time client on a networked Windows NT host e ACD Server with or without real time client on a networked Windows NT host Database Server on a separate networked Windows NT host e ACD Server with or without real time client on a networked Windows NT host Database Server on a separate networked Windows NT 4 0 Workstation or Server host e Real time client on a networked Windows NT host e Real time client and database reporting client on a networked Windows NT host e Database reporting clien
89. ties The calls for several DNIS numbers can point at the same Group yet the statistics for the individual DNIS numbers are reported separately Agents can log into a Group for a particular campaign or product and answer calls from several DNIS numbers pointed at that Group using a First In First Out FIFO algorithm This type of queuing treats these calls as if there was only one ACD DNIS type of call This change of focus from ACD Group to DNIS and ACD Group has Opened up many options previously unavailable to the call center manager This combining of common DNIS traffic in one Group has eliminated the multiple log on issue discussed previously The statistics related to call handling and offered traffic are more precise as a larger sampling of call traffic is analyzed This pooling of DNIS traffic toward a single Group maximizes agent performance and reduces log in confusion when many ACD Groups are used Regarding reported data the agent s activity is reported on what DNIS calls by individual DNIS number and what ACD Groups by Group logged in to This allows the call center manager to compare each agent s performance with the other agents by DNIS and or ACD Group The DNIS traffic is reported within the realm of DNIS activity as well as a subset of the Groups the DNIS calls were handled in This allows the manager to see where their calls are being handled In the event overflows have taken place or a software change in the Coral has
90. vice Pack restarting machine if prompted to do so You should now take the time to install the internal or external modem and appropriate drivers DO NOT INSTALL PCANYWHERE AT THIS TIME Now you will install SYBASE SQL ANYWHERE version 7 0 or higher Insert the CD and follow the instructions In the Select Components window UNCHECK everything except Adaptive Server Anywhere for Windows NOTE If this is to be a STANDALONE Only machine you can choose only 1 SQL license If you plan to have ANY Reporting DB Clients or if you will be using a DB Server you must choose the appropriate number of purchased SQL licenses or your clients will not be able to connect to the Server DB When you arrive at the Licensing Screen choose Networked Per Seat License and enter the appropriate number of purchased SQL licenses here Restart the machine 14 15 16 Chapter 6 Before continuing it is imperative that you install the correct SVGA Video Adapter Driver dependent on what is in place in the PC As stated in the hardware requirements this adapter must be capable of 1024 x 768 x 256 colors Right click on a blank section of the desktop and click properties Go to the Settings Tab Proceed with requirements for installing your video adapter driver You must restart the machine for the changes to take effect You can now install PCAnywhere Host if you want remote access to the Server Be sure to note any
91. volumes of in bound and out bound traffic as expeditiously and cost effectively as possible Early call centers were quite large with several hundred agents and had reputations for poor service During the 1990 s the trend in businesses has been to focus on customer service and smaller call centers Now many firms large and small have started their own call centers With the introduction of call centers has come the need for strong data analysis tools that aid management in assessing the performance of the call center and its staff These tools Management Information Systems MIS are used by supervisors and managers in controlling current call traffic as well as in planning for future activity The Coral ISBX Multimedia Switching Platform is a strong choice for small to moderate sized call center environments From the small Coral SL through the Coral family up to the large Coral Ill all of the Coral platforms are ACD ready The Coral system s inherent flexibility and its design as an ACD have made it the premier choice for call center managers Tadiran Telecom has developed a companion MIS package for the Coral ACD called CoralCenter JET Named after the environment it was designed to manage and help control CoralCenter JET is a state of the art solution to the demands for managing and tracking today s complex call center environment Overview CoralCenter JET was developed to the requirements voiced by call center managers An extensiv
92. without a Browser NOTE For browser based access use Chapter 10 Reporting Database Client If you are installing a Windows client machine with reporting database client you will need to install the following e Chapter 9 Setup Client for Browser Based RT Access or Chapter 10 Setup Client for RT Access without a Browser e Chapter 11 Setup Client for Reporting DB Access Marquee Only If you are installing a Windows client machine with Marquee only you will need to install the following e Chapter 10 Setup Client for RT Access without a Browser NOTE This is the same installation as the Real Time Client The important step is the client will be logging in with their Extension With this in mind it is important not to make real time ID available Reporting Database and JAVA Real Time Client Installation If you are installing a full Windows client you will need to install the following e Chapter 11 Setup Client for Reporting DB Access Change History The reasons for changes are listed below along with the initials of the person making the change and the date of the change if a revision of software or of the manual takes place along with the change it is also detailed Change bars have been added to the document to show where specific changes have taken place These are removed when a new full version of the document is released Reason for change 18 October 1996 JVE Pre Release 1 1 Prepare for Beta site train
93. y box Note This will prevent Windows NT from detecting the APDL as a serial mouse at boot time Chapter 5 Note By now you should have your NIC card installed and functioning with the proper drivers Do not continue until you have done so Chapter 6 Chapter 6 Continued Standalone Server Software Installation Now that the NT installation is complete let s move on to the other required software 1 CoralCenter JET uses the default printer driver to format the reports even if you are only printing them to the screen You must install a default printer driver For lack of knowing what printer will actually be used install an HP Deskjet 1200C This driver is easy to access since it is included on the NT 4 0 CD Add the printer now otart Settings Printers Add Printers etc etc 2 Create a user account ccadmin User Manager or User Manager for Domains The password should be also ccadmin Be sure to uncheck User Must Change Password at Next Logon and check Password Never Expires Add the account to the Administrators Group of the local machine Be careful that all references to ccadmin are made in lower case 3 Now we have to edit the registry to enable ccadmin to login automatically when the Server is booted CAUTION Editing the registry can have disastrous effects on your Server If you are unsure of your ability to complete the following section please

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