Stat-VU™ Version 3.2 User's Guide
Contents
1. essen 7 1 2 2 Display Configuratign enne 8 Section 2 Operation 2 0 Introduction eed io He Eee e Mee 9 2 1 Open Stat VU Window iii 10 2 2 Stat VU Program Information pp 11 2 3 On line Help Re a dai a e RR 12 2 4 Network Configuration 13 2 4 1 Stat VU Manager Name Or IP Address 13 2 42 P EE 14 2 4 3 Active Message Display Group S ppp 14 2 5 Display Configuration nennen 16 2 5 1 Scroll Fixed Text 16 2 5 2 AlWays On Re EE 18 2 5 3 Pop Up On Receive ite eR ce m ee need 18 2 5 4 Font Settings 19 2 6 Hide Border EE EE 21 2 7 Close Window Exit Program 21 2 7 1 Close Open Stat VU Window Ne 21 2 7 2 Exit Stat VU Program msrenannvnnenvvnrerrvnvnrrvnnnrnnnnnnnrerressnrresnnrnsenneernnn 21 Stat VU User s Guide Table of Contents List of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Figure 18 Figure 19 Stat VU Data Display Windows Windows Desktop 2 Stat VU Interconnectivity nes 3 Stat VU Welcome Screen ii 5 Stat VU Destination Screen ss 5 Stat VU Setup Complete Screen pp 6 Stat VU Network Configuration Window sees 7 Stat VU Display Configuration Window pp 8 St t VU MONU ti iet si i enti deed sth ea ott eee 9 Open Stat VU Window sse 10 About Stat2. x Stat VU Manager name Pittsfield or IP address IP Port 4005 Usually 4005 ctive Message Display Group s FIGURE 13 STAT VU NETWORK CONFIGURATION DiALOG BOX A StatwU Display Menu Help 5409 Answered 1345 Abandoned GOS 55 ASA 22 seconds 1 Calls in Queue 6756 Calls Presented BR D Statvu Display Menu Help Staff Meeting 2 00 p m Reminder NO PARKING IN FIRE LANE FIGURE 14 MESSAGE DISPLAY GROUPS Stat VU User s Guide Operation 16 2 5 2 5 1 Display Configuration Stat VU includes a Display Configuration dialog box for setting display parameters see Figure 15 Open the dialog box by clicking on Display Configuration or right clicking anywhere inside a Stat VU Display window to open a pop up menu The Display Configuration Window can be accessed from any Stat VU Display Window Changes made using Display Configuration only affect the Stat VU Display window from which the Display Configuration Dialog Box was opened Each Stat VU Display window must be configured individually Display Configuration r Window Options Scrollf Fixed v Always on Top M Pop up on Receive r Font Settings RED Font M Background Color YELLOW Font Change Font Background Color GREEN Font Change Font Background Calor OK Cancel FIGURE 15 STAT VU DISPLAY CONFIGURATION DIALOG BOX Scroll Fixed Text Enabling and disabling Scroll t
3. VU Dialog Box 11 Stat VU Help Table of contents pp 12 Connection Error ss 13 Stat VU Network Configuration Dialog Box 15 Message Display Groups Ne 15 Stat VU Display Configuration Dialog Box pp 16 Stat VU Display Window With Scroll Bar ppp 17 Stat VU Display Window No Scroll Bar 17 Stat VU Font Settings Window 20 Stat VU Display Window No Border nsere nnne 21 Table of Contents Stat VU User s Guide OVERVIEW 1 0 Introduction Stat VUTM is a software product which displays inbound Call Center performance statistics on any Window 98 Me 2000 XP personal computer connected via Local Area Network LAN to a VU ACD 100 Stat VU Manager Terminal The Stat VU message window emulates a VU ACD 100 Automatic Call Distributor Management Information System ACD MIS External Display see Figure 1 The VU ACD 100 ACD MIS receives call event messages from a Centrex ACD switch telephone switch processes the data and sends formatted messages to a VU ACD 100 For Windows Terminal serving as the Stat VU Manager see Figure 2 The Manager terminal sends the Stat VU messages over the corporate LAN using TCP IP protocol Stat VU Agent Displays running the application software described in this guide read and display the messages Stat VU messages may display a wide range of statistics limited only by the data con tained in the switch data stream Typical messages might include the number of calls in queue the ave
4. amp B Stat VU Agent Display Display Groups A B amp C FIGURE 2 SrAT VU INTERCONNECTIVITY Overview Stat VU User s Guide 1 1 Installation Stat VU software must be installed on each Windows 98 Me 2000 XP computer on the network designated to receive messages Before the Stat VU software is installed on any computer the Network Administrator should have already designated a PC on the network as a Stat VU Manager installed the VU ACD 100 For Windows Software and configured it as a Stat VU Manager To install Stat VU Agent Display Step E RR GEESE From the Windows Desktop click on the Start button in the task bar Click on the option labeled Run to open the Run window Insert the Stat VU diskette into the floppy disk drive Click on the Open field in the Run window and type a setup Click on OK to begin the installation process The program displays a Welcome window see Figure 3 Click on Next to proceed with the installation The program displays a Destination window see Figure 4 Click on Next to accept the default directory or click on Browse to select a different directory and then click on Next The program displays a window labeled Setup Complete see Figure 5 Click on Finish to exit the installation program The installation process puts the program icon in the Start Menu Click on the Start button Click on Programs and look for Stat VU Double click on Stat VU to start the prog
5. double click on the Stat VU icon on the desktop to start up the program Lei Adobe Acrobat America Onine Lei Broderbund Software La Chex Quest Lei Crystal Reports Professional 5 0 gs Disney Interactive gj Dr Solomon s AVTK Lei Hilaak PRO Lei HP DeskJet Utities d Internet Explorer d lomega Tools La Knowledge Adventure Lei Lotus Applications gj Microsoft Access 2 0 icrosoft Visual SourceSafe uickBooks Pro Trial tap he Learning Company VU ACD 100 for Windows Lei WinHelp Office SE Microsoft Excel D Microsoft Exchange EF Microsoft Word S D0S Prompt D Visual SourceSafe 5 0 vu atb 328it Terminal LA Windows Explorer ZB Windows Messaging SA Oed 0 29AM FicURE 9 OPEN STAT VU WINDOW Operation Stat VU User s Guide 11 2 2 Stat VU Program Information If you click on About Stat VU or type A with the Stat VU menu displayed the About Stat VU dialog box appears see Figure 10 This box displays information about the developer program version and copyright date Click on OK or press Enter to close the box Perimeter Technology 540 North Commercial St Manchester MH 03101 603 645 1616 Statt Version V3 1 Feb 1338 Copyright 1338 3 FIGURE 10 ABOUT STAT VU DIALOG Box Stat VU User s Guide Operation 12 2 3 On line Help Stat VU includes on line help information which can be selected from the menu or accessed by pressing F1 with the Stat VU
6. window selected To select Help from the menu bar click on Help or type AIt H The Stat VU Help Table of Contents appears on the screen see Figure 11 The Stat VU Help Table of Contents and Help windows comply with Windows conventions for navigating and printing topics Click on the X in the upper right corner of the window or click on the Cancel button to close Help Help Topics Stat VU Contents index Find Click a topic and then click Display Or click another tab such as Index Navigating Through 5tatwU 7 Product S upport e Network Configuration Display Setup FIGURE 11 Stat VU HELP TABLE OF CONTENTS Operation Stat VU User s Guide 13 2 4 2 4 1 Network Configuration Stat VU includes a network setup dialog box for configuring the connection to the Stat VU Manager Display the dialog box by selecting Network Configuration from the menu or right clicking inside the Stat VU Display Window to open a pop up menu The Network Configuration Window can be accessed from any Stat VU Display Window as well as the Stat VU icon on the Start bar After the Network Configuration window has been updated and closed Stat VU tries to connect to the Stat VU Manager terminal If the connection is successful the message Connection Established is displayed If the connection is not successful the message Connection Refused not ready is displayed The Stat VU Agent Display tries to
7. Stat VU Version 3 2 User s Guide Part No 40310 03 540 North Commercial Street PERIMETER Manchester NH 03101 1146 Tel 603 645 1616 TECHNOLOGY Fax 603 645 1424 Web www IP ACD com REVISION HISTORY 06 13 97 40310 01 Initial Draft 07 23 07 40310 01 Released 03 06 98 40310 02 Released 05 28 03 40310 03 Released COPYRIGHT Copyright 1997 2003 by Perimeter Technology All rights reserved No part of this publication may be reproduced transmitted transcribed stored in a retrieval system or translated into any language or computer language in any form or by means electronic electrical mechanical optical chemical manual or otherwise without prior written permission from Perimeter Technology 540 North Commercial Street Manchester NH 03101 1146 U S A As enhancements to products are made on a continuing basis the material in this document is subject to change without notice at the sole discretion of Perimeter Technology TRADEMARKS Stat VU and VU ACD are trademarks of Perimeter Technology all rights are reserved Microsoft Windows is a registered trademark of Microsoft Corporation Other product names mentioned herein are used for identification purposes only and may be trademarks and or registered trademarks of their respective companies TABLE OF CONTENTS Section 1 Overview M tele ee 1 4 1 2 Stat VU Agent Display Configuration Ne 7 1 2 1 Network Configuration
8. VU ACD 100 For Windows Software that advises the Stat VU Manager to search for this number This number should not be changed unless you are directed to do so by Perimeter Technology Product Support Active Message Display Group s The Active Message Display Group s section allows the user to select a letter or letters A Z associated with a Stat VU Display Group that has been established under the Device Configuration screen of the VU ACD 100 Host Software Up to 10 Display Groups can be selected For each Message Display Group selected an additional Stat VU window is created allowing the user to receive several messages at once see Figure 14 Click in the box next to a Display Group to mark it with a check mark see Figure 13 Each Display Group with a check mark will display an individual Stat VU window on the Agent terminal To stop receiving a Display Group Message click on the box next to the appropriate letter to remove the check mark Each window can be separately positioned resized and has its own Display Configuration 1 Stat VU windows cannot be closed individually If you close any window all a Stat VU windows close and the connection to the Stat VU manager is terminated Use the Network Configuration window to remove individual Stat VU Display windows from the Desktop oa For additional information on Message Groups see Section 2 5 of this document Operation Stat VU User s Guide 15 Network Configuration
9. connect to a Stat VU Manager three times If it is unsuccessful a message box is displayed stating that it cannot connect to the Stat VU Manager Click on Configure to change your settings Retry to try again or Exit to quit Stat U Network Error e Cannot Connect to Staty U Manager Pittsfield Configure FIGURE 12 CONNECTION ERROR Stat VU Manager Name Or IP Address In the first field on the Network Configuration window the user must enter the name or the IP Address of the Stat VU Manager to allow the Stat VU Agent Display to connect to the Stat VU Manager see Figure 12 To use the name of the Stat VU Manager either the appropriate look up table must exist in the hosts or Imhosts file as required by the Windows operating system or the appropriate DNS Configuration must exist on the network host If using the name does not work use the IP address of the Stat VU Manager instead To enter the Stat VU Manager name or IP address e With a mouse click on the Stat VU Manager name or IP address field and type the appropriate information e From the keyboard press Tab until the cursor is displayed in the Stat VU Manager name or IP address field and enter the appropriate information Stat VU User s Guide Operation 14 2 4 2 2 4 3 IP Port The IP Port field on the Network Configuration window should always contain the number 4005 There is a corresponding field on the Stat VU Manager in the
10. e configurable colors sent from the VU ACD 100 host To change font settings for incoming messages Step 5 E EET RH RH RB RH Click the Change Font button for the color message you would like to modify The program displays the Font dialog box see Figure 18 In the Font field click on the up and down arrows to scroll through the possible fonts Click on the appropriate font to select it In the Font Style field click on the desired font style i e Bold Click in the Size field and type in the point size of the font 10 point is the standard for Stat VU Enable or disable the Strikeeut effect by clicking in the box next to that option A in the Strikeout box enables the effect Enable or disable the Underline effect by clicking in the box next to that option A in the Underline box enables the effect Click on the arrow in the Color field to display a list of possible colors Click on the appropriate color to select it Click on the arrow in the Script field to display a list of available language scripts Select the script for the language your computer is using The Sample field displays a text sample based on the selections made in the Font dialog box Click OK to save your selections and return to the Display Configuration dialog box Stat VU User s Guide Operation 20 Use the Restore Defaults button on the Display Configuration window to return to the original Stat VU Agent Displa
11. ext controls two different ways of writing ACD MIS data in the Stat VU window A dot next to Scroll means that the feature has been enabled A dot next to Fixed means that the Scroll feature has been disabled The Scroll Fixed setting affects only the Stat VU Display Group window from which you opened Display Configuration To enable disable Scroll e With a mouse click on Scroll to mark it with a dot Click on Fixed to move the dot and enable Fixed Enabling Fixed disables Scroll From the keyboard press Tab until either Scroll or Fixed is highlighted Use the arrow keys to move the selection dot from one option to the other When Fixed is selected Scroll is disabled Operation Stat VU User s Guide 17 Scroll Enabled With Scroll enabled a scroll bar appears along the right edge of the Stat VU window when the window becomes full of messages see Figure 16 Messages are continuously written until the entire window is filled The next message appearing at the bottom of the display pushes the top most message out of view To view messages no longer in view use the scroll bar to slide the window upward or downward Stat VU stores the last 200 messages for display Subsequent messages overwrite the oldest message available for display If you scroll upward to view messages you will be bumped to the bottom of the message window when the most current message is displayed A Stat U Display Menu Help 5409 Answered 1345 Abando
12. indow Exit Program Close Open Stat VU Window A Stat VU window can be minimized removed from the desktop by clicking on the bar in the upper right corner of the window A Stat VU Display Group can be reopened by clicking on the appropriate Stat VU icon on the Start Bar If any Stat VU Display Group is closed using the X in the upper right corner all Stat VU Display Groups are closed and the connection to the Stat VU Manager is terminated Exit Stat VU Program Terminate the Stat VU program by clicking on the X in the upper right corner or selecting Exit from the Stat VU menu or typing E with the Stat VU menu displayed To restart Stat VU double click on the Stat VU shortcut icon or launch the program from the Start Programs task bar Stat VU User s Guide Operation 22 Operation Stat VU User s Guide
13. ned GOS 55 ASA 22 seconds 1 Calls in Queue 6756 Calls Presented FIGURE 16 SrAT VU DisPLAY WINDOW WITH SCROLL BAR Fixed Enabled With Fixed enabled Scroll disabled the Stat VU window will not have a scroll bar at the right of the window see Figure 17 Messages are continuously written from the top down in the window When the window is full the next message overwrites the topmost message in the window Successive messages sequentially overwrite the next message until the bottom most message is overwritten The height of the window determines the total number of messages to be displayed at any time RI D StatvU Display Me EI Menu Help Staff Meeting 2 00 p m Reminder NO PARKING IN FIRE LANE FIGURE 17 STAT VU DisPLAY WiNDOW No SCROLL BAR Stat VU User s Guide Operation 18 2 5 2 Always on Top 2 5 3 Enabling and disabling Always on Top controls whether or not the Stat VU window is constantly visible or is hidden behind another application A in the Always on Top Box means that the feature has been enabled and the Stat VU window will be constantly visible The Always on Top setting affects only the Display Group window from which you opened Display Configuration Each Display Group window must be configured individually To enable disable Always on Top With a mouse click on the Always on Top box to add or remove a v From the keyboard press Tab until Always on Top is highlighted Pres
14. rage speed of answer total calls for the day grade of service or the number of calls that were abandoned Text can be incorporated with the data Up to three different colors may be used for message characters with color changes controlled by conditional thresholds Stat VU User s Guide Overview A StatVU Display Menu Help 5173 Answered 1288 Abandoned GOS 55 ASA 22 seconds 1 Calls in Queue 6462 Calls Presented S 1D Statvu Display AmE Menu Help Reminder NO PARKING IN FIRE LANE Staff Meeting 2 00 p m Reminder NO PARKING IN FIRE LANE Start 5 Hack Capture 9 YU ACD 100 32 Bit Temi tat VU A StatVU Display D Stat vL Display SA FOT 9 08 AM FIGURE 1 STAT VU DATA DISPLAY WINDOWS WINDOWS DESKTOP Overview Stat VU User s Guide VU ACD 100 For Windows Terminal I ACD MIS Host Display Groups A B C LAN Service No 50133 LI Stat VU Manager LAN Service No 50133 mun LAN Network Server Local Area Network Windows 98 Me 2000 XP TCP IP Protocol Ethernet or Token Ring Media prm E 7 C Stat VU Agent Display Display Group A d C p a ee d z i Stat VU Agent Display Display Groups A
15. ram To create a Stat VU shortcut on the Windows desktop Step Use Windows Explorer to locate the C Statvu folder Open the folder and locate the file Statvu exe Click on Statvu exe and hold down the left mouse button Drag the file to the desktop and the shortcut is created automatically To start Stat VU double click on the Shortcut to Statvu exe icon Overview Stat VU User s Guide Welcome to the Stat VU Setup program This program will install Stat wU on your computer It is strongly recommended that you exit all Windows programs before running this Setup program Click Cancel to quit Setup and then close any programs you have running Click Next to continue with the Setup program WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law Cancel FIGURE 3 STAT VU WELCOME SCREEN Choose Destination Loc Setup will install Stat YU in the following folder To install to this folder click Next To install to a different folder click Browse and select another folder You can choose not to install Stat VU by clicking Cancel to exit Setup CASTATYU Browse Cancel Destination Folder FIGURE 4 SrAT VU DESTINATION SCREEN Sta
16. rnal Display to an existing Message Display Group s the messages already entered for the group s will begin to appear in the Stat VU window as soon as the Network Configuration window is closed If you assigned the Stat VU External Display to a Message Display Group s that does not yet exist the VU ACD 100 administrator must create the messages and assign them to the appropriate Display Group s Overview Stat VU User s Guide OPERATION 2 0 Introduction This section briefly describes the features and functions available for the Stat VU program These include Open Stat VU Window e Stat VU program information OnLine Help Network Configuration Display Configuration Hide Border e Close Window Exit Program The menu options described in this section appear when you do any of the following e Click on Menu e Press Alt M on the keyboard with the Stat VU window on the screen e Right click anywhere inside the Stat VU window IA Stat U Display Help About Stat Metwork Configuration Display Configuration Hide Border Exit FIGURE 8 STAT VU MENU Stat VU User s Guide Operation 10 2 1 Open Stat VU Window The Stat VU Window is opened in the same manner other Windows programs are opened Click on the Start button Select Programs and from the list of programs select Stat VU by double clicking on it to open the application see Figure 9 If a shortcut has been created for Stat VU
17. rt 4005 Usually 4005 Active Message Display Group s Raf ET UI MI of ur FEEL FR y E gel ER FSP w Mor HP PE Cancel JI N KI a DI e FIGURE 6 STAT VU NETWORK CONFIGURATION WINDOW For additional information on configuring Stat VU refer to sections 2 4 and 2 5 of this guide Stat VU User s Guide Overview 1 2 2 Display Configuration The Display Configuration window can be accessed from the menu of any of the Stat VU Display windows or by right clicking in any of the Display windows The Display Configuration window does not provide global settings Each Stat VU Display must have its Display Configuration set individually For each Stat VU Display the user can enable the Scroll Fixed Text Always On Top and Pop up on Receive features and select Font parameters for the messages received see Figure 7 All features are enabled when the Display Configuration window is closed Display Configuration EN gt Window Options Scroll Fixed A M Pop up on Receive r Font Settings RED Font Change Font Background Calor YELLOW Font Change Font Background Calor GREEN Font Change Font Background Calor Restore Defaults Cancel FIGURE 7 STAT VU DisPLAY CONFIGURATION WINDOW For additional information on configuring Stat VU refer to sections 2 4 and 2 5 of this document 2 At this point Stat VU should be fully configured and operational If you assigned the Stat VU Exte
18. s the Space Bar to toggle a y in or out of the box Pop Up On Receive Enabling and disabling Pop up on Receive controls what a Stat VU window does when it is minimized With the Pop up on Receive option enabled Stat VU Display windows that have been minimized open automatically as soon as a new message is received from the Stat VU Manager A in the Pop up on Receive Box means that the feature has been enabled and the Stat VU window will remain minimized until it receives a message at which time it will open to display the message The Pop up on Receive setting affects only the Display Group window from which you opened Display Configuration Each Display Group window must be configured individually To enable disable Pop up on Receive With a mouse click on the Pop up on Receive box to add or remove a y From the keyboard press Tab until Pop up on Receive is highlighted Press the Space Bar to toggle a y in or out of the box Operation Stat VU User s Guide 19 2 5 4 Font Settings Stat VU allows the user to control the font and color settings of the messages received in the Display Group windows External Display messages may include toggle codes for changing the color in which to display text Supported colors are red yellow and green In the Font Settings section of the Stat VU Display Configuration dialog box the user can assign a new color or style and a new background color for any of th
19. t VU User s Guide Overview Setup Complete Setup has finished installing 5tabwU on your computer Click Finish to complete Setup FIGURE 5 SrAT VU SETUP COMPLETE SCREEN Overview Stat VU User s Guide 1 2 1 2 1 Stat VU Agent Display Configuration Network Configuration Once the Stat VU software has been installed it must be configured to communicate with the Stat VU Manager and receive the appropriate messages To attach to the Stat VU Manager select Network Configuration from the Stat VU menu and enter the Stat VU Manager name or IP address into the Network Configuration window Letters representing possible Display Groups A Z are shown on the Network Configuration window Click in the box next to each Display Group to be shown on the agent s computer to mark it with a check mark see Figure 6 The Network Configuration window can be accessed from the menu of any of the Display windows by right clicking in any of the Display windows or by clicking on the first Stat VU icon on the task bar Io To use the name of the Stat VU Manager either the appropriate look up table J must exist in the hosts or Imhosts file as required by the Windows operating system or the appropriate DNS Configuration must exist on the network host If using the name does not work use the IP address of the Stat VU Manager instead Network Configuration x Stat LI Manager name Pittsfield or IP address IP Po
20. y font settings Font RH Font style ize TektoMM Bold Italic TekloMM 100 LT 250 TekloMM 100 LT 564 TektoMM 100 LT 850 TektoMM 240 AG 251 TektoMM 240 AG 56 v Bile Strikeout Underline Color white FIGURE 18 SrAT VU FONT SETTINGS WINDOW To change background settings for incoming messages Step ER Click on the Background Color button The program displays a color palette ER Click on the new background color for incoming messages EN Click on OK to save the new background color and return to the Display Configuration dialog box Once the display has been configured using the Display Configuration dialog box Click OK to close the Display Configuration dialog box and return to the Display Group window Operation Stat VU User s Guide 21 2 6 2 7 2 7 1 2 7 2 Hide Border This feature allows the user to hide the title and menu bars on the selected Stat VU Display window The Hide Border feature can be accessed from the Stat VU menu or by right clicking within the Stat VU Display window and selecting the option from the pop up menu To redisplay the title and menu bars double click inside the appropriate Stat VU Display window or right click within the window and select Hide Border from the pop up menu 1 Calls in Queue 7526 Calls Presented 6030 Answered 1500 Abandoned GOS 55 ASA 22 seconds FIGURE 19 STAT VU DisPLAY WINDOW No BORDER Close W
Download Pdf Manuals
Related Search