lNDeX Wallboard Manager User Manual
Contents
1. ae Select Message If there are more than seven messages the vertical scroll bar appears Click ll or on the scroll bar or drag along the scroll bar to display the messages Select the required message M a Preview Message Preview shows the entire message so you can adjust the message s layout prior to it being displayed on the wallboard device It also shows the selected colour of the text Click 4 or drag sl along the scroll bar to view the whole message err i A LV INDeX Wallboard Manager Page 47 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Messages Edit Alarm Message Modify Message Once you have selected your message click Next to move to the following screen i Wallboard Messages Wizard Prior to typing a message you must select the format of the characters as well as the colour of the message on the wallboard device A message can either be an ordinary text or a text incorporating variable data To edit an alarm message follow the procedures explained in Format Text on page 21 Display Zero Values on page 23 Pause Message on page 23 Message Display Setup on page 24 Variable Data on page 25 and Update Message on page 25 w M MN E Page 48 INDeX Wallboard Manager User Manual 38HBK00001SCA Issue 2 07 99 Alarm Messages Delete Alarm Message Delete Alarm Message Thi2. 5 Click No to remain in the INDeX Wallboard Server 6 Click Yes to exit from the INDeX Wallboard Server rer eth A n INDeX Wallboard Manager Page 13 User Manual 38HBK00001SCA issue 2 07 99 Starting INDeX Wallboard Client General Starting INDeX Wallboard Client General Before starting the INDeX Wallboard Client ensure that both the Delta Server and INDeX Wallboard Server are running otherwise see the System Administrator of your site Also ensure you have logged on to the INDeX Taskbar with your User name and Password You can launch INDeX Wallboard Server in two ways 1 From the INDeX Taskbar click the Wallboard Client icon EJ Alternatively 1 Click the Start button on the Windows 95 taskbar point to the Programs menu and click INDeX Wallboard Client from the INDeX CCM command the following screen appears If you are NOT using the INDeX Wallboard Client for the first time and the Reconnect to last known Delta Server option is then it will automatically connect to the last Delta Server and the INDeX Wallboard Server However if you are using the INDeX Wallboard Client for the first time and also when the Reconnect to last known Delta Server option is not selected then the search screen appears to indicate the INDeX Wallboard Client is searching for the Delta Server s Click Exit to stop the Wallboard Client running INDeX Wallboard Manager Page 14
3. 7 This screen list the available Wallboard Servers on the network Double click the required Wallboard Server The INDeX Wallboard Client Main Screen appears which enables you to Add Messages to the database Schedule Messages Delete Scheduled Messages Refresh Scheduled Messages and if required connect to a different INDeX Wallboard Server Page 16 38HBK00001SCA issue 2 07 99 Starting INDeX Wallboard Client Managing INDeX Wallboard Client Managing INDeX Wallboard Client Using the INDeX Wallboard Client you can Add Message on page 20 Scheduling Messages on page 30 Delete Scheduled Messages on page 18 Refresh Schedule on page 18 Find Server on page 18 The Scheduled messages are listed on the main INDeX Wallboard Client screen It displays the number of Scheduled Messages their individual status and settings Receives an update listing of the Scheduled messages from the INDeX Wallboard Server It is automatically refreshed every 30 seconds Finds and lists all available INDeX Wallboard Servers to which the INDeX Wallboard Client may connect Schedule List The scheduled messages are listed on this screen A total number of 100 messages can be scheduled To display the messages click Li or L d along the scroll bar To display the fields for each message click scroll bar or drag Li along the scroll bar Status Active indicates the Scheduled Message is being displayed on
4. This screen enables you to specify whether to display the message on the top line bottom line single height or double height of a wallboard device It is possible to s display two single height messages at once INDeX Wallboard Manager Page 51 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Setting INDeX Wallboard Manager User Manual Alarm Message You can apply character formats to the text e g bold flashing or inverse You can also change the colour of the text to be displayed on the wallboard device Preview and Colour Preview show the format and colour of the Alarm Message to be displayed on the selected wallboard device 1 To alter the display line of text click E Top line lal Bottom line and Al Double Height By default LAY Double Height is selected To change the colour of the characters on the wallboard device click the Edpull down arrow associated with Colour Select from the listed options To save the settings click Finish The wizard is rotated to the first Remote Message Properties screen Page 52 38HBK00001SCA Issue 2 07 99 Alarm Setting Standard Message ERREUR CEU ee ERR cc co EO O5w N FNFFF wF h s qm te Rc 00 mA Standard Message eee ERREUR RR cc When a Standard Alarm message is received from another app
5. To complete and save your message Finish To end the wizard Wizard screen toolbar buttons are provided with ToolTips To learn the function of a toolbar button move the cursor over it A message appears describing the button s function et a t INDeX Wallboard Manager Page 19 User Manual 38HBK00001SCA issue 2 07 99 Message Administration Add Message ee Add Message This section enables you to write message s and include them in the Library Messages database 1 From the INDeX Wallboard Server main screen click Wallboard Messages Wizard appears im Wallboard Messages Wizard diii 09 0 ESPERE RETRO 6 5 HN EEG ST When you are using the INDeX Wallboard Server Client for the first time then only Add Message option is available as there are no messages in the library database Also if all the messages in the library database are deleted then only Add Message option Will be available 2 By default Schedule Message is selected Click Add and then Next to proceed to the following screen MITTTPET H Prior to typing a message you must select the format of the characters and the colour of the message on the wallboard device message can either be ordinary text or text incorporating Variable Data INDeX Wallboard Manager Page 20 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Add Message ee Preview Message Message Preview displays the entire messa
6. Status Inactive indicates the Scheduled Message is not currently displayed on the wallboard device mc OOO eV INDeX Wallboard Manager User Manual Page 12 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Server Change Language Delete Scheduled Messages Any User may delete messages from the Schedule List where those messages have been scheduled by the respective User or lower Access Level A User may Not delete messages scheduled by peers or Users of a higher Access Level The Delete S4 button is enabled once you have selected a Scheduled Message To delete Scheduled Message s select the message then click i EZ mIUINSIOETUT aa E 1 Click Yes to Delete the selected scheduled message 2 Click Noto close the dialog box Change Language H MH P From the Setup menu select Language and then select the required language the Wallboard Server will automatically change to the selected language Exit INDeX Wallboard Server From the File menu select Exit the following screen appears IND X Wallboard Server 3 Click No to remain in the INDeX Wallboard Server 4 If you select Yes the INDeX Wallboard Server will automatically terminate the operation of the INDeX Wallboard Clients as well as the Wallboard devices and the following screen appears
7. Double Height By default LAY Double Height is selected To change the colour of the characters on the wallboard device click the pull down arrow associated with Colour Select from the listed options To save the settings click Finish The wizard is rotated to the first Remote Message Properties screen Page 54 38HBK00001SCA Issue 2 07 99 Index A M M M SS S BS S BG 6 6 97 Index A Add Devices 40 43 Add Message 4 19 20 Alarm Message 4 51 52 Add 46 Delete 46 50 Edit 46 48 B Bold 21 28 47 52 54 Buzzer 21 28 47 D Delete Message 4 19 29 Delete Scheduled Message 10 12 17 Device Properties 40 42 43 Display Zero Values 23 pe cdit Message 4 19 27 28 Emergency Message 51 F Find Server 14 18 Flashing 21 28 47 52 54 INDeX Access Manager 3 INDeX Call Centre Manager 3 INDeX Call Centre View 3 INDeX Delta Server 3 10 14 INDeX Report Manager 3 INDeX Taskbar 6 Add Users 8 Log Off 7 Log On 6 INDeX Wallboard Client 4 14 Exit 17 18 _ lt DeX Wallboard Manager 3 INDeX Wallboard Server 4 10 12 14 Exit 10 13 Inverse 21 28 47 52 54 M Message Display 24 28 47 52 54 p Pause Message 23 28 47 R Refresh Schedule 17 18 Relay 21 28 47 Remove Devices 40 42 Repeat Message 33 Reset Devices 40 43 S Schedule Message 4 10 12 17 30 elect Directory Number 35 Select Message 31 Send Message 3
8. Add Configure Wallboard Device s Add Edit Delete Alarm messages Configure the text format of the Alarm messages received from the INDeX Call Centre View application The INDeX Wallboard Manager Server amp Client application uses a wizard A wizard is a series of presentations displayed in a secondary window which guides you through the application Simply follow the instructions on each screen selecting the options you require The Wallboard Manager uses standard Windows controls symbols clicks and keystrokes Though this manual focuses on using the Wallboard Manager with a mouse you can still use the standard Windows keyboard short cuts INDeX Wallboard Manager Page 5 User Manual 38HBK00001SCA Issue 2 07 99 INDeX Taskbar General INDeX Taskbar General INDeX Taskbar provides the ability to launch the INDeX CCM applications The INDeX Taskbar also provides a built in security through a logon procedure i e you must log on to the INDeX Taskbar before launching the INDeX CCM applications Log on to the INDeX Taskbar INDeX Wallboard Manager User Manual 1 From the INDeX Taskbar click the following screen appears 2 Enter your Name and Password If known enter the name of the Delta Server and then click OK 3 However if you do not know the name of the Delta Server click Discover the Search screen appears followed by the Find Server screen which indicates the INDeX Taskb
9. User Manual 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Client General omn OO a IIR IHR B Y i nM n nnnm 2 Onceithas located the Delta Server s the following screen appears Find Server 3 The above screen lists the available Delta Server s Select the required Delta Server then click Connect 4 f your required Delta Server is not listed then click Advanced the following screen appears MLB 3 2 a PLATTE Pe A e XP PAD Ox KD MC eus RO de ESAE x Les gt A M y MON is aS sel Te BOSNAE 3 8 X AN ra 6 5 Select one of these options then click Search C Search Local Machine Domain or Workgroup C Search All Domains and Workgroups C Search Specific Machine Domain or Workgroup then type the name of the Access Manager EEEEEEEENENNMUNMETENIUR AURA E E Y PHr P M J n r INDeX Wallboard Manager User Manual Page 15 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Client INDeX Wallboard Manager User Manual General 6 From the listed Delta Server s select the required one then click Connect then the following screen appears which enables you to connect to an INDeX Wallboard Server os ae m ARCHIVERSQL
10. value will always be displayed on the wallboard device s eee Pause Message E This option creates a delay of 2 seconds between scrolling messages If you wish for a delay between scrolling messages then click Ivi associated with Pause IV Pause indicates 2 seconds delay between scrolling messages Pause indicates No delay between scrolling messages Default setting Note This is only valid for messages whose Appear Disappear features are set to scrolling MEE M NR RR D F DT a n v J d J J rm INDeX Wallboard Manager Page 23 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Add Message Re PE SS e Message Display Setup You can also specify the colour as well as the display features i e how the message appears and disappears from the wallboard device of the characters on the wallboard device These features must also be selected prior to typing the text 1 To change the colour as well as the display features of the characters on the wallboard device click ai The following screen appears i Select Colour S ITI A 2 P M RRES 4 2 By default Green is selected To change the colour click any of the colour options 3 To change the visual effect of the characters i e Display Features as they Appear on
11. DN x and select the required Group number E a INDeX Wallboard Manager Page 37 User Manual 38HBK00001SCA Issue 2 07 99 Scheduling Messages General Step 6 of 6 Select Wallboard Devices Click Next to move to the following screen i Wallboard Messages Wizard 99kr Ry at Pe b P Be PPAG E 4 PRTI IAL TETE IIASA This indicates the wallboard device the scheduled messages will be displayed on llb To display the scheduled message on a different wallboard device click Change the following screen appears E INDeX Wallboard 22 UNIT 1 E21 INDeX Wallboard 22 UNIT 2 The screen displays the Wallboard devices connected to the PC that the INDeX Wallboard Server is running INDeX Wallboard Manager Page 38 User Manual 38HBK00001SCA Issue 2 07 99 Scheduling Messages General E E t n MM HB IMMUNE E 1 symbol adjacent to a wallboard device hides the available configured devices 2 Click to see the list of available options 3 symbol adjacent to a wallboard device shows the list of available wallboard devices 4 Click the required device 5 Once you have selected the Wallboard Device click Select the following screen appears 6 Click Yes or No as required Finish Scheduling M When you have finished programming your message click Finish th
12. Wallboard Manager main screen click Wallboard Messages Wizard is displayed TRITT ATE ERE LEI II Parte m HI UP Ur PM APRIRE I LIN THU II Hte vn H SO HD 2 To alter a message select Edit Message Click Next to proceed to the following screen See ese Name Name Current Status State PCA PCA Welcome to Lucent Technologies NameitNametGroup Calls oncweredi troup Calls amp nswere Name Name Group Calls Average Duration Group Calls Average Dura Name NamelAnswered Answered 2 ABA INI TENTI neta tEHPPESE Select Message If there are more than six messages in the message list box then the vertical scroll bar appears Click tJ or L21 on the scroll bar or drag LJ along the scroll bar to display the messages Select the required message Page 27 INDeX Wallboard Manager 38HBK00001SCA Issue 2 07 99 User Manual Message Administration Edit Message Preview Message Preview shows the entire message so you can adjust the message s layout prior to it being displayed on the wallboard device It also shows the selected colour of the text If the message is longer than the width of the Preview text box then a horizontal scroll bar appears Click or drag LJ along the scroll bar to view the whole message Modify Message 1 Once you have selected your message click Next to move to the following screen Wizard VANS PIE AS ANA HTHF ACTIVO EIER RE acces naa A tReet hnologi
13. d M 55 INDeX Wallboard Manager Page 2 User Manual 38HBK00001SCA Issue 2 07 99 Introduction General Introduction General INDeX Call Centre Manager CCM provides the user with the necessary tools to facilitate the management of call traffic The diagram shows the concept of this call centre INDeX Call Centre View uice ADORE INDeX Report Manager Manager This call centre consists of the following components NDeX Telephone System The telephone system must be an INDeX system with Level 8 software NDeX Access Manager This is the only application connected to the INDeX Telephone System using a serial cable or if present via the CT Server cassette by the means of a bi directional CTI link The Access Manager acts as the gateway to the INDeX Telephone System INDeX Delta Server This application communicates with the Access Manager to enable the INDeX CCM Modules have access to the INDeX Telephone System s database in real Time INDeX Call Centre View INDeX CCV This application communicates with the Delta Server to enable the user to monitor in real time all aspects of call centre activity INDeX Wallboard Manager This application communicates with the Delta Server enabling the user to display selected call centre activity on wallboard device s INDeX Report Manager This application communicates with the Delta Server to enabl
14. of Wallboard Messages Wizard INDeX Wallboard Manager Page 29 User Manual 38HBK00001SCA Issue 2 07 99 Scheduling Messages General Scheduling Messages General This section enables you to schedule your required message s using the wizard screens provided There are 6 screens related with this wizard provided your message incorporates Variable Data If your message does not incorporate Variable Data then there are only 5 screens Step 1 of 6 Start Schedule Messages From the INDeX Wallboard Server main screen click Wallboard Messages Wizard is displayed a SSS M ym M Q S INDeX Wallboard Manager User Manual Page 30 38HBK00001SCA Issue 2 07 99 Scheduling Messages General Omm n d HP a ae Step 2 of 6 Select Message Select Schedule Message Click Next to proceed to the following screen wm Wallboard Messages Wizard SE Name Name Group Calls jones roup Calls Answered Ee E Name Name Group Calls Average Duration Group Calls Average Durat E Fe NamelNametnswerediinsweredi l or l on the scroll bar or drag 4 along the scroll bar to display the messages Select the required message Preview Message Preview shows the entire message so you can adjust the message s layout prior to it being displayed on the wall
15. the pull down arrow and select the appropriate Access Level for the User Click Ok the following screen appears Verify Password 5 Enter the Password again click OK 6 Repeat the above for all the Users individually INDeX Wallboard Manager Page 8 User Manual 38HBK00001SCA Issue 2 07 99 INDeX Wallboard Manager User s Access Level restrictions INDeX Taskbar INDeX Wallboard Manager User s Access Level restrictions The availability of INDeX Wallboard Manager features for each User depends upon the Access Level of the User specified from the INDeX Taskbar The following table illustrates these features for every Access Level Delete M Messages _ INDeX Wallboard Manager Page 9 User Manual 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Server General hup c E EE E El LiLLAA AitA C EEE starting INDeX Wallboard Server General Before starting the INDeX Wallboard Manager Server ensure that you have logged on with your User name and also the Delta Server is running otherwise see the System Administrator You can launch INDeX Wallboard Server in two ways 1 From the INDeX Taskbar click the Wallboard Server icon Alternatively 1 Click the Start button on the Windows NT 95 taskbar point to the Programs menu and click INDeX Wallboard Server from the INDeX CCM command the following screen appears Every time you start and or exit the INDeX Wallboard Sever the interna
16. 2 Standard Message 51 54 U Update Message 25 28 47 V Variable Data 4 25 28 47 W Wallboard Devices 32 38 40 42 E E EE a M M INDeX Wallboard Manager User Manual Page 55 38HBK00001SCA Issue 2 07 99 INDeX Wallboard Manager User Manual Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Lucent Technologies before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Lucent Technologies or others All trademarks acknowledged SDX and INDeX are registered trademarks of Lucent Technologies Lucent Technologies 1999 Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Email contact Q sdxplc com Web http www sdxplc com Page 56 38HBK00001SCA Issue 2 07 99
17. Chained Message Page 33 38HBK00001SCA Issue 2 07 99 INDeX Wallboard Manager User Manual Scheduling Messages General By default Scheduled Message s with Priority Level 10 will always be displayed continuously on the wallboard device s You have the option of setting this feature for Scheduled Message s with Priority Level 1 9 If you want to display the message only once on the wallboard device select the No option click Next to move to Step 5 of 6 Select Directory Numbers on page 35 If you wish to repeat the message on a wallboard device select the Yes option then the following appears in the screen Wallboard Messages ard gt 4 1 To display the message on the wallboard device repeatedly click Iv Repeat the message Forever 2 To display the message on the wallboard device only a few times click the spin to obtain the required number min 0 max 999 This option provides a pause between each message click one of fields Hour Minute Second and then click the spin button Usd to obtain the required number By default the Delay is set to 10 second Click Next to move to the following screen INDeX Wallboard Manager User Manual Page 34 38HBK00001SCA Issue 2 07 99 Scheduling Messages General Step 5 of 6 Select Directory Numbers INDeX Wallboard Manager User Manual This screen appears only if your selected a message tha
18. Group Group Call Answered Number of calls answered by respective agent on behalf of respective group Average Answer Time Calls Waiting 5 e ale o Q o c o H 1 S e D gt E x 5 Q ap mo at 2 gt ES 9 a D eL emm o 3 o a ce fo o 5 gt e D 4 gt C Cc lt D o aO CD 2 lt D beh a D mp o 5 T D m a of respective group ime of longest waiting call umber of calls lost irectory number Name umber of outgoing calls including failed calls ercentage Call Answered presented umber of new incoming calls presented hows the current status of the directory number j ongest Waiting Call r o 2 Wiz D jo wo gt ke D ZO zZ Update Message Click Update to add the message to the list of Messages The wizard is rotated to the first screen of Wallboard Messages Wizard INDeX Wallboard Manager Page 25 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Add Message eee UOC Message An illustration of a Message The following screen demonstrates an example when writing a message Current Status LE Variable Data 2 INDeX Wallboard Manager Page 26 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Edit Message Edit Message This section enables you to alter the selected message from the list of Messages 1 From the
19. Lucent Technologies Bell Labs Innovations INDeX Wallboard Manager User Manual Lucent Technologies 38HBK00001SCA Issue 2 07 99 Contents Contents Introduction eere M CEPR 3 t lur I PM 3 INDeX Wallboard Manager c cscssssssssesssssessssssssesssssssscssseccnssarsstecessessssssessucsussussesssssssassssstssssssassasesesseceeseseseescccecce 4 INDEX TASKON C 6 trac e h 6 INDeX Wallboard Manager User s Access Level restrictions cescccssscsssscssssssssessesseessecsessesssessscsesssecsssecsecescseccesccesece 9 Starting INDeX Wallboard Server c cccccscsccscscscsssssssesscessecesseseceserssessrassssasecauarerestesesesereresessssosesees 10 toc C EAA EE ee ee Ta H 10 INDeX Wallboard Server Main Screen I 12 Change EAN GWG E a 13 Exit INDeX Wallboard Server uenn arna 13 Starting INDeX Wallboard Client cccssssssscsscscsscescscessssessesecsesessssesorsecarssseserscsessesssessssessseveeseees 14 Cc ates 14 Managing INDeX Wallboard Client c ccsssssssssssscssessesssssecsscessesssssssssssesessessesessesessessesessssssssesssessestusscsesessucsesseseece 17 Message Administratio
20. X Wallboard Server click Refresh Schedule Find Server This option enables you to connect to a different INDeX Wallboard Server 1 Click Find Server the following screen appears ITE Wallboard Client ming M 2 Click Noto remain connected to the current Server 3 To connect to a different Server click Yes and follow steps 6 and 7 detailed in Starting INDeX Wallboard Client on page 14 Exit INDeX Wallboard Client From the File menu select Exit the following screen appears INDex Wallboard Chent 1 Click No to remain in the INDeX Wallboard Client application 2 Click Yes to terminate the application INDeX Wallboard Manager Page 18 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration General Message Administration General This section details the Message options within the INDeX Wallboard Manager application The options are Add Message Edit Message Delete Message Schedule MesSage Note The INDeX Wallboard Client does not support the Edit and Delete Message options EEUU eer Wizards When you select a command button a wizard screen appears so that you can set your options Follow the instructions on the screen selecting your required options Command buttons on each wizard screen are Back To redefine any of your setup options Next To proceed to the next step Cancel To close the screen without making any changes Update
21. ar has located the available Delta Server s Find Server IVICE AccMgr32 4 Select the required Delta Server then click Connect Note There will be only one Delta Server per INDeX Telephone System Page 6 38HBK00001SCA Issue 2 07 99 INDeX Taskbar General 5 Ifthe required Delta Server is not listed then click Advanced the following screen appears Find Server EISELE SKK a 6 Select one of these options then click Search Search Local Machine Domain or Workgroup Search All Domains and Workgroups Specific Machine Domain or Workgroup then type the name of the Delta Server 7 From the listed Delta Server s select the required one then click Connect 9 x ave E Log off from the INDeX Taskbar 1 From the INDeX Taskbar click the following screen appears Confirm 2 Click Yes No as required Page 7 INDeX Wallboard Manager 38HBK00001SCA Issue 2 07 99 User Manual INDeX Taskbar General Add Users from the INDeX Taskbar To Add Users from the INDeX Taskbar you must log on as a User with Access Level of Administrator 1 Using the right hand button of the mouse click on the INDeX Taskbar and select User Set Up the following screen appears User Setup Graeme James kieran Administrator iz Administrator Tim Team Leader Tom System Supervisor Vida Administrator 3 Enter a User s Name and specify a Password 4 Click
22. board device It also shows the selected colour of the or E or drag E along the scroll bar to view the whole message INDeX Wallboard Manager Page 31 User Manual 38HBK00001SCA Issue 2 07 99 Scheduling Messages General OAM A A H Step 3 of 6 Send Message Once you have selected your message click Next to move to the following screen Send Message Immediately Send the message immediately is selected then click Next to move to the next screen Otherwise adjust the date and time of the message as explained below To set the date and time for the selected message to appear on the wallboard device click I Send the message immediately which enables the Start Date and Time fields Set Start Date 1 Tochange Start Date either Highlight the fields individually i e Day or Month or Year then type the numbers or Highlight all the fields then type the date as DayMonthYear e g 220898 2 Press TAB on keyboard or use mouse cursor to move to the next field Set Start Time 1 To change Start Time highlight the fields individually Hour Minute then click the spin button xd to obtain the required time 2 Press TAB on keyboard or use mouse cursor to move to the next field Set Duration Time This field enables you to set the length of time for the message to be displaye
23. ch message has to be Scheduled accordingly to be displayed on to a wallboard device When you are scheduling a message you need to consider the following a when to send the message immediately or preset day and time b the duration of the message to be displayed c how important the message is i e its priority level d how often to display the message i e only once or repeatedly e if message incorporates variable data then which directory number f which wallboard device The INDeX Wallboard Manager application also enables you to write alarm messages which can be accessible from other applications e g INDeX Call Centre View The Alarm Messages received from INDeX Call Centre View are classified as Emergency Alarm and Standard alarms Their individual priority level is already set within the Wallboard Manager application Up to 32 different wallboard devices can be connected to the PC that is running the INDeX Wallboard Server application These devices are added and configured individually INDeX Wallboard Manager Page 4 User Manual 38HBK00001SCA Issue 2 07 99 Introduction INDeX Wallboard Manager ESA PES ABO ES TDNURDACU URS SS Using This Manual This manual is divided into the following sections Starting INDeX Wallboard Server application NDeX Wallboard Server Main screen NDeX Wallboard Client Main screen Starting Wallboard Client Add Edit Delete messages Schedule message
24. d on a wallboard device To change Duration highlight the fields individually p3 Hour Minute Second then click the spin button Lf to obtain the required time By default the Duration is set to 10 second INDeX Wallboard Manager Page 32 User Manual 38HBK00001SCA Issue 2 07 99 Scheduling Messages General Step 4 of 6 Repeat Scheduled Message Click Next to move to the following screen ard Messages Wizard H T v o PCL Sree us rd tee Cis xd uic iEenant tfe haute natem Priority Level This option enables you to priorities your message as it is scheduled to be displayed on the wallboard device To change the Priority Level click spin button ll to obtain the required number The default level is set to 10 Level 1 is the Highest Scheduled Messages with priority level 10 will be chained Chaining allows you to display messages on a wallboard device in sequence This allows a series of messages to be displayed one after the other When a message is chained the Start Date Start Time and Delay are adjusted automatically such that the message can be displayed in the correct sequence Note The Schedule List displays the order of when a message was scheduled so chained messages may not be displayed on the Scheduled List in the correct order The 0 zero value will always be displayed on the wallboard device s for a Scheduled Message with Priority Level 10 i e
25. e the user to schedule the available standard reports INDeX Wallboard Manager Page 3 User Manual 38HBK00001SCA Issue 2 07 99 Introduction INDeX Wallboard Manager INDeX Wallboard Manager INDeX Wallboard Manager provides the ability to monitor in real time the service being provided to customers and display information on customer service metrics such as number of calls waiting waiting call queue length and Service levels The INDeX Wallboard Manager application comprises of two elements INDeX Wallboard Server INDeX Wallboard Client max 9 This provides a maximum of 10 users accessing the Wallboard Manager for adding editing deleting database messages and scheduling them Access to the full operation of the INDeX Wallboard Manager application depends upon the User Level you have logged on within the INDeX Taskbar INDeX Wallboard Client does not support the following features a Edit Message b Delete Message c Add Edit and Delete Alarm Messages d Format Alarm Messages e Add and configure Wallboard Devices The INDeX Wallboard Manager application is used in conjunction with the INDeX Access Manager enabling you to display messages on to a wallboard device A message can be written in two formats text only message e g Welcome to Lucent Technologies or text incorporating variable data Variable Data is information received from INDeX via Access Manager e g No of Calls Waiting Ea
26. e wizard is rotated to the first screen of Wallboard Messages Wizard UE E t m __ a INDeX Wallboard Manager User Manual Page 39 38HBK00001SCA Issue 2 07 99 Devices General Devices General This section enables you to install and configure wallboard devices using the wizards provided The features explained are Add remove Device Device Properties Set Default Device Reset Device Diagnostics Self Test Note This option is disabled within the INDeX Wallboard Client Install New Wallboard This section enables you to add wallboard devices using the wizards provided Maximum of 32 wallboard devices can be connected to the INDeX Wallboard Server PC 1 From the Devices menu select Install New Wallboard the following wizard appears The screen lists the available Wallboard Manufacturer s and Model s Installing New Wallboards OA dx Bee UDIN INDex Wallboard 10 IHDex wallboard 22 2 Click your required wallboard manufacturer and model nM Q Q MM4s M MM 5 nt JT N EST e INDeX Wallboard Manager Page 40 User Manual 38HBK00001SCA Issue 2 07 99 Devices Install New Wallboard 3 Click Nextto move to the following screen Installing New Ww allboards eeadeaet cane LL 2 ANM This screen indicates the wallboard Driver and the De
27. ed from other applications are classified as Emergency Alarm and Standard alarm types Their priority level is set within the INDeX Wallboard Sever application This section enables you to select the text format for each type of received alarm message s to be displayed on the device s The Alarm categories are Emergency Priority Level 1 Currently not implemented Alarm Priority Level 2 Scripted Alarms received from the INDeX Call Centre View application Standard Priority Level 3 Send Message received from the INDeX Call Centre View application Note To display Scripted Alarms you must ensure Forward Alarms has been checked within the INDeX Call Centre View application INDeX Wallboard Client does not support this feature Page 50 38HBK00001SCA Issue 2 07 99 Alarm Setting Alarm Message Alarm Message When an Alarm message is received from another application it will be displayed on the selected wallboard device with priority level set to 2 From the File menu select Alarm Setting then from the Remote Message Properties select Alarm Click Next to proceed to the following screen xn ii Remote M essage Properties g Wallboard 22 INDeX Wallboard 22 2 gt 4 This screen enables you to select the wallboard device destination Click the required device and then click Next to proceed to the following screen Remote Message Properties ORE y I ewes
28. ers and the colour of the message on the wallboard device A message can either be ordinary text or text incorporating variable data Preview Message Message Preview shows the entire message so you can adjust the message s layout prior to being displayed on the wallboard device It also shows the selected colour of the text If the message is longer than the width of the Message Preview text box then a horizontal scroll bar appears Click Bl or K or drag L4 along the scroll bar to view the whole message To write an alarm message follow the procedures explained in Format Text on page 21 Display Zero Values on page 23 Pause Message on page 23 Message Display Setup on page 24 Variable Data on page 25 and Update Message on page 25 INDeX Wallboard Manager User Manual Page 46 38HBK00001SCA Issue 2 07 99 Alarm Messages Edit Alarm Message qe mht EEUU cm U i LL Edit Alarm Message This section enables you to make changes to the selected alarm message from the list of Alarm Messages From the File menu select Alarm Message the Wallboard Alarms Wizard screen To edit an alarm message select Edit Alarm Message Click Next to proceed to the following screen fy seem Hetto Name Name Calis Waiting Calls Waiting Name Name Group Activity Name LostHLongest Waiting Call Name Name Please report to the Supervisor Name Name PCA threshold exceeded PCA
29. ers that it is possible to display on wallboard device s Line Bold Inverse Flashing Characters J Tp ot fo 22Characers Off 22 Characters Bottom ot ot ot 22Charactes 11 Characters 11 Characters On tt Characters 2 Characters 2 Characters On 22Characters 22 Characters 1 Characters 1 Characters 1 Characters 1 Characters 2 Characters l 2 Characters Double ot o fot fott 11 Characters Characters Characters Characters 1 Characters 1 Characters 1 Characters n5 al UJ 3 L If a message can not fully be displayed on a wallboard device it is automatically scrolled off the wallboard which supersedes the Appear and Disappear features Page 22 38HBK00001SCA Issue 2 07 99 Message Administration Add Message n M mM XJ Display Zero Values If you do not wish to display a Variable Data when its value is zero then click associated with Display Zero Values vi device IZ Display Zero Values indicates 0 zero values will not be displayed on the wallboard device Note This option has no effect on a Scheduled Message with Priority Level 10 i e Chained Messages as the 0 zero
30. es d To edit the message follow the procedures explained in Format Text on page 21 Display Zero Values on page 23 Pause Message on page 23 Message Display Setup on page 24 Variable Data on page 25 and Update Message on page 25 INDeX Wallboard Manager Page 28 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Delete Message Delete Message This section enables you to delete messages from the Library Messages From the Wallboard Manager main screen click Messages Wizard is displayed i the Wallboard Vim t ie s ahha EEE NRI EM A UMP XC ERIT xem ia Wallboard Messages Wizard E D gt set t EEE Dain To delete a message select Delete Message Click Next to proceed to the following screen s Wizard AARIIN SAPE MOV 1 d EEEE Ea Welcome to Lucent Technologies Name Name Group Calls Answered Group Calls Answered Name Name Group Calls Average Duration Group Calls Average Dura Name N ame Answered Answered E T Select Message If there are more than six messages in the message list box the vertical scroll bar appears Click H or L4 on the scroll bar or drag LJ along the scroll bar to display the messages Select the required message Delete Message To delete the selected message click Delete Once you have completed deleting the required messages click Finish or Back and the wizard rotates to the first screen
31. et the Directory Number Order The Available Dns can be in three different order Dn Directory Number 0 1999 or Name Directory Number name alphabetically or Type Directory Number type alphabetically Click C associated with the required order c Select Directory number Click the required Directory Number then click OK or Double click the directory number Page 36 INDeX Wallboard Manager 38HBK00001SCA Issue 2 07 99 User Manual Scheduling Messages General Message containing Group Calls Answered and or Group Calls Average Duration Variable Data If the selected message contains Group Calls Answered and or Group Calls Average Duration Variable Data select the Agent directory number and then click Next the following screen appears VS PAM UN RAIN RTI BM AT OON I RUP COE IIS VRAT RO REET ET HER ne TOTP nne mtr n PUTET THE TY TPIT PAPEETE ATH T PET en t ARTI ETE COT IETS FO het Pr toner en mpm Group DN x i e 1 3 is associated with the respective Variable Data x i e 1 3 when group Calls Answered or Group Calls Average Duration data are present in a message Group DN x lists the Group s if any to which the Agent Directory Number selected in Variable Data x belongs None will be displayed either If the selected Agent Directory Number is not a member of any group or No calls have been answered by the Agent To select a group click the pull down arrow associated with Group
32. ge so you can adjust the message s layout prior to it being displayed on the wallboard device It also shows the selected colour of the text If the message is longer than the width of the Message Preview text box then a horizontal scroll bar appears Click LGl or i or drag G3 along the scroll bar to view the whole message Format Text When writing a message Max 100 characters you can apply character formats to the text e g bold or top line etc by using the buttons You can specify whether to display text on the top line or bottom line single height or double height of a wallboard device It is possible to display two single height messages at once 1 To format the characters click the option s as required i e i 28 Inverse E Ad 2 To alter the display line of text click L Top tine L Bottom fine and LAL Double Height By default Top line is selected 3 To delete a character use the Delete or Backspace button on the keyboard Note It is not possible to format a single word with Bold as this feature affects the whole message Relay This will trigger the external device s e g light whilst the message is being displayed on wallboard device s i INDeX Wallboard Manager Page 21 User Manual 38HBK00001SCA Issue 2 07 99 Message Administration INDeX Wallboard Manager User Manual Add Message The following table details the text format for the number of charact
33. he Access Manager 7 From the listed Access Manager s select the required one then click Connect rere itn a ERREUR n INDeX Wallboard Manager Page 11 User Manual 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Server INDeX Wallboard Server Main Screen INDeX Wallboard Server Main Screen POET oard SPEED AR AN PIA IRAE IIIT ODP ROLE DNL NAL STORES NINE PRION ONE The Scheduled messages are listed on the main INDeX Wallboard Server screen It displays the number of Scheduled Messages their individual status and settings E 3 i 1 i 1 MEI HARNTINS NRI NN DASS AAAA AAAA A RAN PARENT NNI HAM pr ATI NIIS ION TEM thet Bbc DISPCBATATAT REANO H i H R E n H f WAHRE ETO BAR ARE NA ARERR SENE NS SEE NE ONE MARC CABS RIMES LESTE PHOS Ne ASTA NS TESTA tic PPS TREE DOT EN For Add Edit Delete and Schedule Messages Delete Scheduled Messages Schedule List The scheduled messages are listed on this screen A total number of 100 messages can be scheduled To display the messages click E or E of the scroll bar or drag along the scroll bar To display the fields for each message click of the scroll bar or drag B along the scroll bar Status Active indicates the Scheduled Message is being displayed on the wallboard device however this depends upon the priority level of the message
34. l buzzer within the wallboard device s is triggered whilst resetting the wallboard device s If you are NOT using the INDeX Wallboard Server for the first time and the Reconnect to last known Delta Server option is selected then it will automatically connect to the last Delta Server However if you are using the INDeX Wallboard Server for the first time and also if the Reconnect to last known Delta Server option is not selected then the Search screen appears to indicate the INDeX Wallboard Server is searching for the Delta Server s Click Exit to stop the Wallboard Server running INDeX Wallboard Manager Page 10 User Manual 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Server General 2 Onceithas located the Delta Server s the following screen appears creas Find Server ic AR S RR 0 te 606 yt a oot teo S0 05 ORE ORES KR Kei KS lt SRS x S x o QS e ERS oy OS 9 Y 0 A E A A nO S X SX t PPI XO s x EEEE 8 ODN S UAM GRE SMI o d MASSEN NG 4 The above screen lists the available Delta Server s Select the required Delta Server then click Connect 5 If your required Delta Server is not listed then click Advanced the following screen appears 254 5 DelS vr32 6 Select one of these options then click Search C Search Local Machine Domain or Workgroup C Search All Domains and Workgroups C Search Specific Machine Domain or Workgroup then type the name of t
35. lication it will be displayed on the selected wallboard device with priority level set to 3 From the File menu select Alarm Setting then from the Remote Message Properties select Standard Click Next to proceed to the following screen Remote Message P operties INDeX wallboard 22 INDeX Wallboard 22 gt 4 4 This screen enables you to select the wallboard device destination Click the required device and then click Next to proceed to the following screen im Remote Message Properties SH beens This screen enables you to specify whether to display the message on the top line bottom line single height or double height of a wallboard device It is possible to display two single height messages at once MERE ee a aaa a INDeX Wallboard Manager Page 53 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Setting INDeX Wallboard Manager User Manual Standard Message You can apply character formats to the text e g bold flashing or inverse You can also change the colour of the text to be displayed on the wallboard device Preview and Colour Preview show the format and colour of the Standard Message as it will be displayed on the selected wallboard device 1 To BOSE format the characters click any of the option s as required i e oR j A za 2 21 Bold a Flashing and E Inverse To alter the display line of text click Top line 4 Bottom line and lA FT
36. n cccscssscscsssssscssssscssorsecsresssseseusesssaccusacesasssessesacacseesesserersesersetesceracsusacane 19 ECC coca ace TH 19 PUG IVES NG fT n E 20 Edr IMSS e 27 Briss iei MEINEN ID DE EP INR 29 Scheduling Messatjes inches ribei Dedi Ca yv LR nna F alae deed eeu croce o ve Ul Ce TA 30 fric P 30 Bldg KT 40 B JC 40 Install Now Wallboard cccssscscsssssssssssssssocescscessecersessessececsesessssesersesersecassssssesssacneseseotsceseseuescescecsecasescecesescserscsecess 40 NV GINO ASCE PEODOITIOS ette ton iren ite ertet tdeo tac Ltda fuent oe Ato ente a LS d EM ue 42 Alarm MESSAGES scri duisi nt Dei LO na os intei E AE 45 crc C PG 45 POG PLATE CSSA 9 icr Ui UN eei ni eara tech invece t dbus P chose RURAL ED HM AN LUE E DEL dona ene TePU 45 EIC Alain MOS SATE cnini ed mre bri oborta iot iege pa drei Giessen newest neem tc Nd 47 Delete Alarmi Message vien dan re deieis eeu E EL east M DEM E CE ET untae 49 Alarm SEIN e 50 r M EE 50 MANES Sa er T Mt 51 Standard MeSSale usse reise ai TP OO oe AMI ARE P E ee 53 i
37. operties Add Wallboard Devices Click Add the following screen appears Installing New Wallboards INDex Wallboard 22 Follow Install New Wallboard procedures on page 40 ne KK Properties To check the configuration of a wallboard device select the wallboard click Properties the following screen appears INDeX INDeX Wallboard 22 PAPO YE TS IT Oy INDeX Wallboard Manager Page 43 User Manual 38HBK00001SCA Issue 2 07 99 Devices Wallboard Properties General Tab 1 To change the Comm Ports select a port from the Available Ports and then click Change Port Note The COM Port that is being used for the PC mouse will not be listed 2 Enterthe required Network Number and then click Change Network Number There are 32 numbers available By default Network Number 0 selects all the available wallboard devices Note The Network Number is the number on the back of the selected wallboard device 3 To save the changes click Close Hard Tal Click the Hardware Tab the following screen appears Reset To clear messages on the selected wallboard device click Reset Use this feature under the following conditions No Scheduled Message is displayed on the device or Messages are not displayed properly on the device If This feature must be used under extreme conditions only for diagnostics purposes To start a self test on the wallboard device click Self Tes
38. s section enables you to delete messages from the Library Messages From the File menu bar select Alarm Message the Wallboard Alarms Wizard is displayed To delete a message select Delete Alarm Message Click Nextto proceed to the following screen x em ame Calls Waiting Calls Waiting BE Name N ame Group Activity i Name Lost Longest Waiting Call Name Name Please report to the Supervisor I Name Name PCA threshold exceeded PCA Select Message If there are more than seven messages the vertical scroll bar appears Click i or ts on the scroll bar or drag ld along the scroll bar to display the messages Select the required message T M D nms d P m pmutP TP Preview Message Preview shows the entire message so you can adjust the message s layout prior to it being displayed on the wallboard device It also shows the selected colour of the text Click Ld or Le 4 along the scroll bar to view the whole message Delete Message To delete the selected message click Delete Once you have completed deleting the required messages click Finish or Back and the wizard rotates to the first screen of Wallboard Alarms Wizard INDeX Wallboard Manager Page 49 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Setting General Alarm Setting General INDeX Wallboard Manager User Manual Alarms receiv
39. t Off which will toggle to Self Test ON to indicate that a self test is being performed During this test the wallboard device settings e g Version number baud rate etc will be displayed The test message is repeated continuously until you click Self Test OFF INDeX Wallboard Manager Page 44 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Messages General Alarm Messages eneral Wallboard Manager application provides a list of alarm messages which can be accessible from other applications e g INDeX Call Centre View This section enables you to add edit and delete alarm message s using the wizard screens provided The features explained are Add Alarm Messages Edit Alarm Messages Delete Alarm Messages INDeX Wallboard Client does not support this feature H U WM UT B H Add Alarm Message This section enables you to write your alarm message and include it to the list of alarm messages From the File menu and select Alarm Messages the following screen appears iw Wallboard Alarms Wizard E E d 4 A INDeX Wallboard Manager Page 45 User Manual 38HBK00001SCA Issue 2 07 99 Alarm Messages Add Alarm Message By default Add Alarm Message is selected Click Next to proceed to the next screen Prior to typing a message you must select the format of the charact
40. t contains Variable Data Aon MEIST P The selected Variable Data is displayed against each directory number The number of entry boxes depends upon the number of Variable Data 1 2 or 3 incorporated in the message i e if a message contains only one Variable Data then one entry box will appear in this screen Il Variabl To monitor the call status of only one directory number for the selected message then enter the required directory number in this text box The same number is entered automatically in the selected variable s To monitor two or three different directory numbers for the selected message then enter the required directory number in each Variable Data entry box Page 35 38HBK00001SCA Issue 2 07 99 Scheduling Messages General 0090 All Lines Tnk Gp 0095 TEST VCC Tnk Gp 0096 T nk Gp 96 T nk Gp 10113 VCC Output Group T nk Gp 80114 VM4 ACD Agent 210115 VM5 ACD Agent 0116 VM6 ACD Agent a Dn Selection By default the Available Dns list box contains all the directory numbers within the INDeX Telephone System associated with the selected Dn Selection categories i e Group Agent etc lf only one category has been selected then only the directory numbers associated with that category will be displayed in the Available Dns list box 1 To deselect any of the categories click a associated with that category 2 To select any of the categories click a I associated with that category b S
41. the wallboard device however this depends upon the priority level of the message Status Inactive indicates the Scheduled Message Is currently not displayed on the wallboard device een INDeX Wallboard Manager Page 17 User Manual 38HBK00001SCA Issue 2 07 99 Starting INDeX Wallboard Client Managing INDeX Wallboard Client M munaging INNER Wallboard Vvilent a a CE gs EM Delete Scheduled Messages Any User may delete messages from the Schedule List where those messages have been scheduled by the respective User or lower Access Level A User may Not delete messages scheduled by peers or Users of a higher Access Level The Delete 9 button is enabled once you have selected a Scheduled Message To delete Scheduled Message s select the ind i then click L INDeX Wallboard Server B vete METRO Y ASOIIEY PD EE NY e Y INI eh NP PE CODCUOHE 1 Click Yesto Delete the selected scheduled message 2 Click Noto close the dialog box ee E Refresh Schedule By default the Scheduled Messages are updated every 30 seconds However if there are more than one INDeX Wallboard Client connected or there are several Scheduled Messages then this delays the process of updating the Scheduled Messages of every INDeX Wallboard Client on the network To receive an up to date list of the Scheduled Messages from the INDe
42. the wallboard device click the pull down arrow for the available options Select the required feature 4 To change the visual effect of the characters i e Display Features as they Disappear from the wallboard device click the pull down arrow for the available options Select the required feature Note Some of the Appear Features will not be displayed on the wallboard devices correctly due to text formatting e g Uppercase letters Bold Double Height etc i 5 When finished click OK 6 To close the screen without making any changes click Cancel as eee a eee Page 24 INDeX Wallboard Manager User Manual 38HBK00001SCA Issue 2 07 99 Message Administration Add Message Variable Data Each message can contain text incorporating Variable Data Variable Data is directory number information received from INDeX Up to 3 Variable Data can be associated with a message In the Message text box and Message Preview the text between indicates you have selected Variable Data c 1 To include the first Variable Data click Lil associated with Variable Data 1 2 Repeat step 1 for Variable Data 2 and 3 The Variable Data options are ee JL Number of calls answered Average time taken to answer a call Number of calls waiting to be answered Grade of Service Group Activity Status Shows the current group status of the Directory Number i e In Group or Out of
43. vice 4 Select the required Communications Port Note Only available Com Ports will be displayed i e not already in use such as mouse 5 Enter the Network Number There are 32 numbers available By default Network Number 0 selects all the available wallboard devices Note The Network Number is the number on the back of the selected wallboard device 6 To save the settings click Finish n E O EI ns H B H J aam n INDeX Wallboard Manager Page 41 User Manual 38HBK00001SCA Issue 2 07 99 Devices Wallboard Properties Wallboard Properties This section enables you to configure as well as add the wallboard devices using the wizards provided 1 From the Devices menu select Wallboard Properties the following wizard appears The screen lists the installed wallboard devices Wallboard Properties cope Be o Wallboard 22 COM3 INDeX Wallboard 22 COM3 To set the selected waliboard as the default device click Set as Default Remove Device If you wish to remove the selected wallboard device click Remove the following screen appears INDeX Wallboard Serv j 2 Click your required option SSS SSS SSS SSS SSS eh ete INDeX Wallboard Manager Page 42 User Manual 38HBK00001SCA Issue 2 07 99 Devices Wallboard Pr
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