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Avaya Reporting for Contact Center User's Manual

1. Calls Presented 9 Abandoned Calls are calls that ring in to the system and the incoming caller clears down the call because they do not wish to wait any longer before they are answered These calls have not been handled by humans or by voice mail A series of six time steps used in the statistical analysis of Abandoned Calls Nortel Reporting for Contact Center will provide statistical reports on the percentage of incoming calls abandoned within each of the periods specified in the Abandoned Time Bins A seventh period is also used in the reports which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin A Nortel Reporting for Contact Center User who has been awarded Administration rights These Users can configure core elements of Nortel Reporting for Contact Center that standard Users can not and they can perform such actions as creating other Users Alarms may be set to trigger an alert on the wallboards to inform your Agents of some event or circumstance The value that a parameter must reach match or exceed to trigger an Alarm is the Alarm Threshold If an Agent has placed all of their calls on hold so that they have no active calls they will be shown in magenta in the Real Time screens A series of six time steps used in the statistical analysis of Answered Calls Nortel Reporting for Contact Center will provide statistical reports on the percentage of
2. pce zc EE Administrator rH Company Details e Submit Cancel Reporting e ei Done E i IS 5j i Local intranet p Figure 58 Edit User page To edit User details make any necessary changes and then click Submit For more information about the fields on the Edit User page refer to Add Users Delete Users To delete a User select the User from the list of configured users and click Delete Note After you delete a User you cannot retrieve the deleted User for later use For any subsequent inclusion of that User later you must use the Add User page see Figure 56 Add User page and re enter User details When you click Delete you are prompted to confirm that you wish to remove the User If you do not wish to remove the User click Cancel if you are certain you wish to remove the User click OK NN40040 302 Administration 73 In either case the User Admin page appears See Figure 55 User Admin page If you removed a User that User name no longer appears in the list of configured Users Reset Password Use the Reset Password option when a User has changed their password and forgotten what the password is This option allows you to reset the User password to 0000 When the User next logs on they use the password 0000 and they must then select a new password Select the User name from the list of configured users and click Reset Password You are prompted to confirm that you wish to reset the passwor
3. 6 Select a Type option Hardware or Software to indicate whether the wallboard is a hardware wallboard or software wallboard SoftBoard Any of the available parameters can be used on either the hardware or the software wallboards The parameter spacing on the hardware wallboard allows for the display of two 3 digit and one 4 digit parameter per line giving six parameters in total The two parameters at the right hand end of the wallboard can display up to 4 digits at a time Those parameters that are able to reach 4 digits cannot be configured for the positions that can display only 3 digits See Wallboard Parameters on page 140 7 Select Title if the wallboard is to be configured with a title A title is a string of text up to 16 characters in length which is displayed on the top line of a hardware wallboard and above the parameter list on a SoftBoard In both cases the title reduces the number of parameters that can be displayed by the wallboard to 3 8 If you selected Title in the previous step enter the title in the Title Text field 9 Select Buzzer if you want the wallboard to emit a short buzzing sound when a Summary Message or a Scrolling message is sent to it If Buzzer is selected you will also hear a buzzing sound when a parameter goes into alarm even if no Alarm Message is associated with the alarm a static alarm 10 Select Summary to send Hourly Summaries to the wallboard when each hour passes and when the Skillset
4. Parameter Messages show six statistical parameters each of which appears beside a two letter mnemonic abbreviation If the wallboard is configured to have a title then only three parameters can be displayed The following parameters are available for display on the wallboards ID Number of Incoming calls received in the current Day IH Number of Incoming calls received in the current Hour AD Number of Abandoned calls in the current Day AH Number of Abandoned calls in the current Hour OD Number of Outgoing calls made in the current Day OH Number of Outgoing calls made in the current Hour SD Grade of Service offered in the current Day 96 SH Grade of Service offered in the current Hour 46 AO Number of Agents on Outgoing calls AI Number of Agents on Incoming calls AA Number of Agents Available to receive calls AN Number of Agents in the Not Ready state AL Number of Agents Logged in QL Current Queue Length number of calls queuing for this Skillset QT Current Queue Time for the longest waiting Call for this Skillset measured in seconds On the wallboards the numerical values are displayed in yellow and the abbreviations are displayed in green If one of the parameter values has an associated Alarm threshold configured for it it appears in red when the threshold is broached An audible alert for alarms is optional see page 138 Scrolling Messages The wallboards also support Scrolling Messages also known as rolli
5. lt Back Cancel Figure 16 Windows Components Wizard 4 Select Internet Information Services IIS The background of the check box turns grey indicating that only the basic components of Internet Information Services will be installed You do not need to install any additional components for Reporting for Contact Center to work properly Installing additional components is optional and additional components do not affect the operation of Reporting for Contact Center 5 Click Next The Configuring Components dialog box appears See Figure 17 Windows Components Wizard Installation Reporting for Contact Center Setup and Operations Guide 32 Installation Windows Components Wizard xj Configuring Components Setup is making the configuration changes you requested i Please wait while Setup configures the components This may take several minutes depending on the components selected Status Configuring Internet Information Services IIS Figure 17 Windows Components Wizard Installation Windows now installs your Internet Information Services component You may be prompted for additional installation files typically from a CD If you are prompted for additional files insert the Windows operating system installation disk that was used to install the Windows operating system of the Web Host PC and click OK If you do not use the same disk you cannot complete the installation 6
6. t X Address e http localhost rcc2 4 main login asp D Go NORTEL Login Welcome to Nortel Reporting for Contact Center Please login using your username and password below Username Password Figure 47 Login page 2 Enter the username admin and the default password 0000 and click Login You must change the default password the first time you log on See Changing Default Password Changing Default Password You must change the default password the first time you log on Perform the following steps to change the default password 1 When you first log on the Change Password dialog box appears See Figure 48 Change Password page NN40040 302 Administration 57 Nortel Reporting for Contact Center Microsoft Internet Explorer loj x File Edt View Favorites Tools Help av Qe O ix EN 7p JO Search Se Favorites E R O el 3 Address e http localhost rcc2 4 main change login admin asp D Go NORTEL Change Password Please input a new password below New password Confirm password Submit RH gjpne TTT ed Local intranet Z Figure 48 Change Password page Your password can be from 1 to 10 characters including upper and lowercase letters and digits The password can be anything other than 0000 Enter your new password in the New password field 2 Re enter your password in the Confirm password field If the passwords you entered are not
7. 4 Click Submit to save your settings To close the Time Bins page without saving your changes click Cancel The Time Bin Setup page shown in Figure 119 Time Bin Setup Skillset selection page appears NN40040 302 Reports 165 Reports 6 Reports Introduction General Nortel Reporting for Contact Center provides a set of flexible and easy to understand reports The reports contain information about the call traffic in and out of your Contact Center and about the activities of your Contact Center Agents Reports Explained Detailed information on the Reports within Reporting for Contact Center can be found in the Reporting for Contact Center Reports Explained NN40010 600 guide installed along with this guide on the Web Host PC This guide details how to use the report viewer the terms used within Reporting for Contact Center reports what statistics and formulas are used to calculate each field in the reports where applicable and frequently asked questions Using the Reports Ensure that the PC with CCRS installed for a BCM50 2 0 system is switched on at all times when the Contact Center is running so that all statistics are collected If it is not switched on this will result in a loss of call data that is required for the reports eo 9 To access the reports in Reporting for Contact Center from the Main Menu page as shown in Figure 69 User Main Menu page select Reports to view the Report Menu page
8. If the two passwords do not match you receive a message that the password and confirmation do not match Re enter your password in both fields If you entered the new password correctly in both fields the Main Menu page shown in Figure 69 User Main Menu page appears NN40040 302 Using Reporting for Contact Center 85 ortel Reporting for Contact Cente osoft Internet Explore l0 x File Edit Weu Favorites Tools Help ay Q O sl 5 A search Se Favorites OZ JOGA Address Je http localhost rcc2 4 main main index asp D Go Links gt Welcome Mary Print Schedules e From this screen you can navigate to the various areas of Reporting for S Contact Center RealTime Help is available within each section from the help tab at the top of screen Agent Alarms and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports S Done 1 K iocdrtranet Z Figure 69 User Main Menu page The page shown in Figure 69 User Main Menu page is the Main Menu for all non Administrative Users Note that the word Administration is not displayed in the blue bar at the top of each page Also note that Nortel Reporting for Contact Center recognizes who logs on and greets the User accordingly In the example shown in Figure 69 User Main Menu page User Mary Smith logged on and the page displays the message Welcome Mary The options available to Users a
9. Reporting for Contact Center Setup and Operations Guide 88 Using Reporting for Contact Center ortel Reporting for Contact Cente oso erne plore E nl x File Edit view Favorites Tools Help ay Q O x EI GD mg Servos EI BR OOS Address e http localhost rcc2 4 schedule pages daily schedules asp D Go Links Your Daily Schedules Your daily print schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules You do not have any schedules defined Click add to begin adding Monthly Schedules schedules Add RealTime Agent Alarms Wallboard Setup e Time Bins Setup Reports H Yum esi WETS y Figure 71 Your Daily Schedules page Perform the following steps to add a Daily Schedule 1 Click Add The Add Daily Schedules page shown in Figure 72 Add Daily Schedule page appears NN40040 302 Using Reporting for Contact Center 89 ortel Reporting for Contact Cente osoft Internet Explore olx File Edit View Favorites Tools Help ay Q O ix E Tp J search f Favorites OZ A JOGA Address Je http localhost rcc2 4 schedule pages add daily schedule asp D Go Links Add Daily Schedule Schedule Name Please select the days for which you wish to Print Schedules e have reports generated Daix Schedules pa arte Sunday Weekly Schedules AN Monday Monthly Sch
10. The InstallShield Wizard window will open up Select the Remove option and click the Next button Follow the on screen instructions of InstallShield Wizard to complete the un installation 7 To install the latest version of Nortel Reporting for Contact Center double click on the Reporting for Contact Center exe file 8 InstallShield Wizard will open up Follow the on screen instructions to be guided through the installation process et ES S qa D NN40040 302 20 Installation Note You DO NOT need to uninstall MySQL Servers and Clients 4 1 14 or the Java 2 Runtime Environment SE v 1 5 0 If required the Nortel Reporting for Contact Center databases are modified during the installation There is no loss of statistical data but new data tables columns and or indexes may be added to them Deleting Temporary Internet Files To prevent Internet Explorer from caching old versions of the Nortel Reporting for Contact Center web pages delete the temporary Internet files on your computer Follow these steps to delete temporary Internet files 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 1 Internet Properties Dialog Box Internet Properties General Security Privacy Content Connections Programs Advanced Home page A You can change which page to use for your home page Address http ww google com Use Defaut Temporary
11. eoi tp ded ie ee Ho Rut ed ded eet Ede a d de Hoe qo 73 Maint MAN Ce RD 76 System e icc i RC rtp ad n qu AR e ee A ele 77 LOGGING CTI 78 Company Details sh tiir peo eee dare Ce ape e De i edet tides 81 FREPOMMING LETT 82 Using Reporting for Contact Center eeeeeeseeeeeeeeeeeeeeee eene 83 eet Wale ke WE EE 83 PIMP Schedules EE 86 BEIER 87 Skillset List Selection Methods AA 92 Adding Selections to the Favorites lei 92 Saving your Daily Gchedule sese eene enne enne 94 Weekly Schedules e lect ee ate ed eae ee 98 Weekly Schedules Skillsets AAA 102 Saving Your Weekly Schedule sse ener innen nnne en 103 Monthly Schedules lec ai ee ata dan ode oet dave a Ade eval 107 Monthly Schedule Skillsets AA 111 Saving your Monthly Schedule ener inneren snnt nnne 113 MI 117 Using the Real Time Opttons enne entree nnn nnn entren nsns 117 Real Time Call Summary esses estne entente nnne a idae 118 Real Time Agent Summary teen aiibi ap ede hes b eter exta ter teer dade 121 R al Time Gall Detall 2 ted eis dte e e tte ped ads 122 Real Tame Agent Detail etne ee te reete t Feet e tede ET 124 e nl EE 127 WallbO ard Setup WEE 131 Message eu CET 132 Parameter Messages EE 132 Scrolling Messages EE 132 Summary Ee EE 134 Using the Wallboard Options EE 134 Wallboard Assignimoert eiecti e eter eese ete E EERE ed echa Per he arce ke eng 135 MIEL rc 142 ACIE ULP 147
12. used for MySQL Server 4 1 14 Port 3500 used by ipView SoftBoard to listen for incoming data and to echo to other wallboards Port 6010 used for the Reporting for Contact Center Real Time RCCRT Server Port 6011 used for the Reporting for Contact Center Reporting RCCRPT Server e 9 Nortel recommends that you ensure your Web Host PC Internet Information Services installation is as secure as possible Generally a secure installation involves loading security patches and or service packs for Internet Information Services and for the operating system of the Web Host PC These patches and service packs are available free of charge by Microsoft Contact your network administrator for further advice You are now ready to install the Nortel Reporting for Contact Center software from the Contact Center platform See Installing Nortel Reporting for Contact Center software Installing Nortel Reporting for Contact Center software You must have Administrator rights for the installation to be successful If you do not have Administrator rights for the PC on which you wish to install Nortel Reporting for Contact Center the installation is halted and you are requested to log out and log back in with Administrator rights By default Nortel Reporting for Contact Center software creates a folder in the location Program Files Nortel Nortel Reporting for Contact Center on the installation drive of the We
13. 1 To send an existing message select the stored message from the Existing messages list To create a new message type the new message in the New Message field 2 Click Send to send the message to the wallboards Reporting for Contact Center Setup and Operations Guide 160 Using Reporting for Contact Center e Ifthe New message field does not contain any text the displayed message in the Existing messages list is sent to the wallboards e Ifthe New message field contains text that text is sent to the wallboards In either case the Instant Messages page appears after you click Send 3 Click Cancel to return to the Instant Messages page without sending an Instant Message Note You can include parameter abbreviations in brackets in the text of the new message When the message is displayed the abbreviations are replaced with the correct numerical value for the parameter For more information about parameter substitution refer to page 133 NN40040 302 Using Reporting for Contact Center 161 Time Bins Setup The Time Bins option allows you to specify the settings for the Answer and Abandon Time Bins for the Skillsets that are assigned to you Answer and Abandon Time Bins are collectively known as the Time Bins Answer Time Bins The Answered Time Bins are a series of six time steps used in the statistical analysis of Answered Calls Nortel Reporting for Contact Center provides statistical reports on the percent
14. 30 Time Bin 3 00 sl fan 7 Wallboard Setup Time Bin 4 00 la zl Time Bin 4 00 7 40 gt Time Bins Setup mine ane vo E Je y TER Bin 5 ac EI Ja al Timo fine sdm Time Bin amp 01 z 00 D Time Bin 6 m o0 ks e Submit Cancel amp Done 1 K locdrtranet Ai Figure 120 Time Bins page 3 In the Answered Time Bins and Abandoned Time Bins lists enter the time required to define the periods into which you wish to have calls that are answered or abandoned in these Skillsets categorized The steps in the Time Bin periods need not be the same but you must set the Time Bin periods in ascending order For example if you want to have Nortel Reporting for Contact Center report on Answered calls grouping together the calls that were answered within 10 seconds the calls that were answered between 10 and 20 seconds the calls that were answered between 20 and 30 seconds the calls that were answered between 30 and 40 seconds the calls that were answered between 40 and 50 seconds the calls that were answered between 50 seconds and one minute you would set the Time Bins as 00 10 00 20 00 30 00 40 00 50 and 01 00 Note that Nortel Reporting for Contact Center also includes a category for anything greater than the last time period which in this example would be anything answered after 01 00 Reporting for Contact Center Setup and Operations Guide 164 Using Reporting for Contact Center
15. Iv cH M EN Ell pell ET y Figure 83 Your Weekly Schedules page with a Schedule in the list Note that each Schedule can be identified by the Schedule Name that was provided earlier when the Schedule was created Deactivate Click Deactivate to disable the Print Schedule so that the schedule no longer prints when the schedule is due to run When a schedule is disabled the Deactivate button changes from Deactivate to Activate and a red cross replaces the green check mark similar to the following illustration NN40040 302 Using Reporting for Contact Center 105 Activate Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedule is due to run When a schedule is enabled the Activate button changes from Activate to Deactivate and a green check mark replaces the red cross similar to the following illustration v Deactivate Edit Click Edit to view the Edit Weekly Schedule page shown in Figure 84 Edit Weekly Schedule page Reporting for Contact Center Setup and Operations Guide 106 Using Reporting for Contact Center a Nortel Reporting for Contact Center Microsoft Internet Explorer p File Edit View Favorites Tools Help Q O ix 2 JO sexe Se Favorites Q JAGAB EE a Address e http localhost rcc2 4 schedule pages edit weekly schedule asp scheduleID 2 DI Go inks m Edit Weekly Schedule Print Schedules e Daily S
16. NN40040 302 Using Reporting for Contact Center 117 Real Time From the User Main Menu page shown in Figure 69 User Main Menu page select Real Time to view the Real Time page shown in Figure 91 Real Time page Nortel Reporting for Contact Center Microsoft Internet Explorer iol xj File Edit View Favorites Tools Help ae GEZ z T ix E TN JO Search I Favorites Ol GZ E LJ CG a Si X Address e http localhost rcc2 4 realtime pages realtime index asp DI Go Real Time Welcome Mary Print Schedules Please select the type of Real Time screens and skillsets you wish to view i Real Time from the list below Agent Summary Call Summary Agent Alarms Agent Detail F Call Detail Wallboard Setup Favourites Ski amp 3 Delete Select Skillsets Time Bins Setup Reports SKILL1 SKILL3 Select All Create Favourite Submit Cancel 8 Bee ES EE FREE y Figure 91 Real Time page Using the Real Time Options Perform the following steps to use the Real Time options 1 To select the Real Time screens you want to view select a real time screen name Reporting for Contact Center Setup and Operations Guide 118 Using Reporting for Contact Center For information about using Skillset selection lists see page 92 For information about using Favorites see page 92 2 Click Submit to view your Real Time selections in a new window To reset your selections click Cancel at
17. Reporting for Contact Center Setup and Operations Guide BCM Contact Center Document Number NN40040 302 Document Status Standard Document Version 05 01 Date September 2006 N RTEL Copyright 2005 2006 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation Java is a trademark of Sun Microsystems Incorporated All other trademarks and registered trademarks are the property of their respective owners Table of Contents 3 Table of Contents Eq HII 6 List Of Vales 9 How to Use this Guide een 11 INMKOGUCTION RE 11 How this guide is organized nennen ia EANTA nennen nnn nenne nnns 11 Howto get a lo DLE 12 Getting Help from the Nortel Web site ssssssssssssssseeenee eene nennen nnne nenas 12 Getting Help over the phone from a Norte
18. To create an Alarm click Add The Add Alarm page shown in Figure 110 Add Alarm page appears Reporting for Contact Center Setup and Operations Guide 148 Using Reporting for Contact Center Nortel Reporting for Contact Center Microsoft Internet Explorer e nj x File Edt view Favorites Tools Help ay Qe T r x B FN JO search Se Favorites Ol Ze X ind Gov Address ET http localhost rec2 4 wallboard _pages add_alarm asp skillsets 0 1 2 3 Eco Links E Add Alarm Please input the details of the alarm below An alarm will only be saved if a Print Schedules e threshold value has been entered RealTime e Wallboard Skillset System z Agent Alarms Parameter name QL D augue Length numberof calls queuing forthis skillset Wallboard Setup Period Start Time Comparison Threshold Wallboard Assignment 3 En E S Alarms Schedules Message Instant Messages No Message m Time Bars Setups Period Start Time Comparison Threshold roots RECONOCEN NENNEN N Message No Message Period Start Time Comparison Threshold Message No Message D E Done a E 53 EZ L Local intranet Ui Figure 110 Add Alarm page Follow these steps to specify an alarm 1 In the Wallboard Skillset list select a skillset that is specific to the alarm Note When you assign an Alarm the alarm is specific to a particular Skillset or the System if you select the System list item An
19. of Pegs To save your Monthly Schedule Skillsets click Submit The Your Monthly Schedules page shown in Figure 89 Your Monthly Schedules page with a Schedule in the list appears To leave the Monthly Schedule Skillsets page without saving any changes click Cancel The Your Monthly Schedules page appears as shown in Figure 85 Your Monthly Schedules page Saving your Monthly Schedule To save your Monthly Schedule click Submit The Your Monthly Schedules page shown in Figure 89 Your Monthly Schedules page with a Schedule in the list appears The page shows the schedule you created In the example the schedule name is Monthly Calls Reporting for Contact Center Setup and Operations Guide 114 Using Reporting for Contact Center Z Nortel Reporting for Contact Center Microsoft Internet Explorer lol xl File Edit View Favorites Tools Help a Your Monthly Schedules Your monthly print schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules Print Monthly Schedules Name Skillset Created Time Home MonthlyCalls s4u2005 0830 V Deactivate Edit Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports zu CM Ell Ell gel Est 7 Figure 89 Your Monthly Schedules page with a Schedule in the list Note that each Schedule can be identified by the Schedule Name that was provided earlier when the Schedule
20. z eaa M EES Reesen y Figure 74 Daily Schedule Skillsets page Reporting for Contact Center Setup and Operations Guide 92 Using Reporting for Contact Center The Daily Schedule Skillsets page allows you to select which Skillsets you wish to include in the generated reports that are produced by the Daily Schedule Skillset List Selection Methods You can use the following techniques to select Skillsets from the Skillset List Click an unselected Skillset name once to select it it will be highlighted and remove the highlight from any other currently selected Skillsets Click a selected highlighted Skillset name once to unselect it Note that if other Skillsets are selected and you click a Skillset name you unselect all the other Skillsets To select multiple Skillsets press Ctrl and click on multiple Skillsets Press and hold down the Shift key then click a Skillset to select all the Skillsets between the currently highlighted Skillset and the Skillset you clicked You can use Select All to select all the Skillsets at once Adding Selections to the Favorites List If there are collections of the assigned Skillset for which you frequently need to review the Daily Schedules you can add the selection of Skillsets to the Favorites list When you add the selection to the Favorites list instead of having to select a particular collection of Skillsets each time you wish to use them you can click
21. 14 If you do not have Microsoft NET Framework installed a message appears informing the user that Microsoft NET Framework will be installed See Figure 10 Microsoft NET Framework installation message Follow the information on the next six screens to install it or If you have Microsoft NET Framework go to step 15 Installing Contact Center Reporting Database Setup will install the database in the folder indicated below To install to a different folder click the Browse button and select another folder M Information Destination Folder C Data Browse lt Back Cancel Figure 10 Microsoft NET Framework installation message 15 A message appears that says the Contact Center Reporting Server configuration tool will now launch see Figure 11 CCRS configuration tool launch message Click OK Information Li 1 Setup will now launch the Contact Center Reporting Server configuration tool so you can customize your settings Figure 11 CCRS configuration tool launch message The Contact Center Reporting Server Config screen appears See Figure 12 Contact Center Reporting Server Config screen NN40040 302 Installation 27 C Contact Center Reporting Serve m m Reporting Client Communication Information HTTP Listen Port EME Contact Center Communication Information Contact Center Address 127 0 0 1 Control Port 2222 non modifiable Real Time Port 2223 Histrorical Port 222
22. Agent Profile Report Cancel ee V Abandoned Calling Line ID Report EST MESE Time Bins Setup M Abandoned Calls Report V Answered Calls Report M Call Average Report I Call Profile Report I Incoming Call Report Summary Report Activity Code Report By of Pegs I Activity Code Report By Agent I Activity Code Report By Skillset Help Request Report I System Configuration IT Unanswered Help Request Report Report period end time 23 v 59 DI Reports H IT Local intranet PA Figure 90 Edit Monthly Schedule page Reporting for Contact Center Setup and Operations Guide 116 Using Reporting for Contact Center This page is set up exactly like the Add Monthly Schedule page except the fields and check boxes are populated with the settings of the Schedule you are editing In the example you are editing the Monthly Calls schedule Make any necessary changes and click Submit The Your Monthly Schedules page appears See Figure 85 Your Monthly Schedules page To leave the Edit Monthly Schedule page without saving any changes click Cancel The Your Monthly Schedules page appears See Figure 85 Your Monthly Schedules page Delete Click Delete to remove the Schedule from the system and to remove its listing from the Your Monthly Schedules page You are prompted to confirm the deletion After you confirm the deletion the Your Monthly Schedules page appears See Figure 85 Your Monthly Schedules page
23. Dae eree O 2m OG Q sxx ix B A P Search Favorites 8 Va LJ Si 2x Address ei http localhost rcc2 4 report pages activitycode select asp Go Links Select Activity Codes Please select Activity Codes to report on Print Schedules Activity Codes Real Time NON AGENT Agent Alarms Wallboard Setup Time Bins Setup Reports SelectAll Submit Cancel Get latest Contact Center Data A n a ES Figure 128 Select Activity Codes page Reporting for Contact Center Setup and Operations Guide 176 Reports Use the following techniques to select Activity Codes from the Activity Code List Click an unselected Activity Code once to select it it will be highlighted and remove the highlight from any other currently selected Activity Code Click a selected highlighted Activity Code once to unselect it Note If any other Activity Codes are selected and you click an Activity Code you unselect all the other Activity Codes except the Activity Code you clicked To select multiple Activity Codes press Ctrl while you select multiple Activity Codes To select a range of Activity Codes click an Activity Code at the beginning or end of the range hold down the Shift key and click the Activity Code at the end or beginning of the range You can also click Select All to select all the Activity Codes at once Get Latest Contact Center Data item From the Reports menu choose the Get Late
24. Instant Messages Time Bins Setup Reports H bons ll 1 Rire 07 Figure 114 Add Schedule page Follow these steps to configure the Schedule 1 In the Wallboard Skillset list select a skillset that is specific to the schedule Note When you add a schedule the alarm is specific to a particular Skillset or the System if you select the System list item A Schedule Message can be used by many Skillsets but a Schedule is specific to a single Skillset Note If you configure a Schedule to be a System Schedule that Schedule appears on all wallboards that are configured as System wallboards Note You can specify the same Schedule settings for different Skillsets and these different Schedules can use the same Schedule message but they are all separate and distinct Schedules and they must be created separately Reporting for Contact Center Setup and Operations Guide 156 Using Reporting for Contact Center 2 From the Day list select the day on which the Schedule operates You can set a Schedule to operate on a specific day of the week every day from Monday to Friday every day from Monday to Saturday or Daily every day 3 From the Time list select the time in hours and minutes that the Schedule is triggered Note The Time list uses the 24 hour clock Our example User Mary Smith has created a schedule which will operate on each day of the working week Monday to Friday 4 From the Message list
25. M ix B A Search Se Favorites O GZ T kend o CG Si Address e http localhost rcc2 4 admin pages company details asp D Go Links z NORTEL Administration Company Details Please enter the details of your company below a SS E m Name System Administration Street Maintenance City State Province Contact Center Connection Company Details ZplPostalCode E Country Site eer Submit Cancel Reporting iii H Localintranet A Figure 66 Company Details page Completing this page is not a requirement for the correct operation of Nortel Reporting for Contact Center The page provides a means of recording where the software is installed After the company details are entered click Submit to save the details The company details will be available in the System Configuration report and the company name will be displayed on all report headers From the Company Details page the user will be returned back to the Administration Menu page Reporting for Contact Center Setup and Operations Guide 82 Administration Reporting Click Reporting to view the Main Menu page shown in Figure 67 Main Menu page BEE File Edit View Favorites Tools Help E Q ee z Y ix B A Search TY Favorites Ol s d z LJ e wa Si 33 Address hitp flocahostjrc2 4jmainjmainindexasp G0 we FS Main Menu Welcome System Manager Print Schedules From thi
26. SCHECUIOS since adi H TUN 153 Instant UE ELE 158 Mime Bins Setup 2 rci et ieget c aa aaa e t deka Y aaa AN a ere Rn ba a ER Rhen Et E 2a a 161 ANSWER Us EE 161 Abandon Time BIris s 3 nr cae edi etai eate feta etae ee INA erae ee eda egy eed ug 161 PRG OLS uuo dba addidi A ten NK ILI V INE 165 Reports IntrodUctlOr 224 cedet eR tania nating a e T repr e n dus 165 General tot dt cdit Ta e ree Ee Me E reote a E 165 Reports Explained odor dede i EE tet D EP a aati 165 Using the Reports cnin ee eod re ER ce ER data D rd e og a fae etae 165 Selecting EE ITT 172 Selecting Re E 174 NN40040 302 Table of Contents 5 Selecting Activity Codes AA 175 Get Latest Contact Center Data em 176 Le io 15 e EE EE 177 Beleeg t 181 ING LC E T E 182 Reporting for Contact Center Setup and Operations Guide 6 Lis t of Figures 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 Internet Properties Dialog BOX Hetero te tee Eege tae ae 20 Delete Files Dialog eec Rr ce e b Rr RR RE RELAX Ru e dave OL ERE rie PORE e deae 21 BCM50 Welcome page ere tet eu entro aee eame nee re e xem eins 22 BCM50 Administrator Applications page 00 0 ccesssesscssesecssseeceseeseeeesecseesecneeseesaeeeeae
27. Summaries can be configured to have an audible alert The values displayed in the summary messages are as follows Incoming Calls for previous Hour and Day so far Outgoing Calls for previous Hour and Day so far Answered Calls for previous Hour and Day so far Grade of Service for previous Hour and Day so far Using the Wallboard Options To use the Wallboard Options select Wallboard Setup from the User Main Menu page see Figure 69 User Main Menu page The Wallboard Menu page shown in Figure 99 Wallboard Menu page appears NN40040 302 Using Reporting for Contact Center 135 Z Nortel Reporting for Contact Center Microsoft Internet Explorer lol xi File Edit View Favorites Tools Help a Qe z M ix EN eech Se Favorites amp GZ v LJ GG K 3 Address e http localhost rcc2 4 wallboard pages wallboard index asp DI Go inks m Wallboard Menu Please select an option from the left hand side Print Schedules e Real Time e Agent Alarms e Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports kl Moe 0 1 0 10 1 ll T 1 Rie 7 Figure 99 Wallboard Menu page The Wallboard Setup options are as follows Wallboard Assignment Messages Alarms Schedules Instant Messages The following sections describe the Wallboard Setup options Wallboard Assignment Select the Wallboa
28. When Internet Information Services installation is complete you receive a message that confirms successful completion See Figure 18 Windows Components Wizard Installation Completed NN40040 302 Installation 33 Completing the Windows Components Wizard You have successfully completed the Windows Components Wizard To close this wizard click Finish Figure 18 Windows Components Wizard Installation Completed Click Finish to return to the Add or Remove Programs dialog box You can close the Add or Remove Programs dialog box and the Control Panel window 7 To test that the Internet Information Service is properly installed open Internet Explorer and point to http localhost If the installation is successful a window similar to the window shown in Figure 19 Internet Information Services test page appears Reporting for Contact Center Setup and Operations Guide 34 Installation Welcome to Windows XP Server Internet Services Microsoft Internet Explorer 2 Bl x File Edit View Favorites Tools Help aw Q Back Q x E A 4 Search Se Favorites B e wi i Address ei http localhost localstart asp e EI Go Links M Windows Professional Your Web service is now running You do not currently have a default Web page established for your users Any users attempting to connect to your Web site from another machine are currently receiving an Under Constr
29. you must restart your computer es want to restart my computer now No will restart my computer later Remove any disks from their drives and then click Finish to complete setup Back Cancel Figure 33 Installation Complete Dialog Box NN40040 302 Installation 45 Note Before Nortel Reporting for Contact Center can operate correctly you must restart your Web Host PC To have the installation restart the PC click Yes I want to restart my computer now and then click Finish To complete the installation without restarting your PC at this time click No I will restart my computer later and then click Finish Settings Required for Windows XP Service Pack 2 Perform the following steps to configure the settings on a Web Host PC that has Windows XP Service Pack 2 installed 1 From the Windows task bar select Start gt Control Panel gt Security Center The window shown in Figure 34 Windows Security Center Window appears y Windows Security Center DER Security Center Help protect your PC Security Essentials The security settings on this computer are managed by a network administrator because it is part of a domain a group of computers on a network To help protect your computer Get the latest i d vi pc the administrator of this computer should do the following information from Microsoft Install and use a firewall such as Windows Firewall in Microsoft Windows XP or a
30. 13 License Agreement 24 40 41 Logging Menu 78 79 80 Login 22 37 39 55 56 83 146 157 Longest Waiting Time 119 124 M Maintenance 21 61 63 76 77 181 Microprocessor 15 16 17 Microsoft 15 16 17 18 21 25 26 29 30 35 62 Minimum PC Requirements 15 Monitoring 125 126 179 Monthly Schedules 86 107 108 109 110 111 112 113 114 115 116 Mouse 15 16 17 Multimedia Call 122 123 129 178 MySQL database 14 20 35 42 43 44 N Network Name 58 59 137 Nortel Call Center Reporting 19 Nortel Contact Center Reporting Server 15 23 26 27 29 59 Nortel Multimedia Contact Center 178 Nortel Networks Call Center Reporting 19 Nortel Networks Reporting for Call Center 35 59 Nortel Reporting for Contact Center 11 13 14 15 16 17 18 19 20 21 31 35 36 37 38 39 42 43 44 45 48 53 55 59 60 61 64 65 66 68 69 75 77 79 80 81 82 83 85 86 93 122 126 127 128 131 133 134 137 138 150 161 163 165 176 177 179 180 181 North American English 13 Norwegian 13 39 Not Ready 121 125 126 130 132 133 138 145 149 179 O ODBC 42 On Contact Center Calls 122 On Internal Calls 122 On Non Contact Center Calls 122 On Outgoing Calls 122 Operating System 15 16 17 18 Overflow 119 123 178 P Parameters 138 140 141 150 Password 56 57 71 73 83 84 179 Port Number 43 47 Port Number 22 27
31. Allow IIS 6 to see the Path to the RCC Folder Perform the following steps to allow IIS 6 to see the path to the RCC folder l Open IIS Manager NN40040 302 Installation 49 2 Double click Web Sites 3 Double click Default Web Site See Figure 39 IIS Manager with the RCC Folder Selected E Internet Information Services IIS Manager 4 2 Ini xi Fg Ele Action View Window Help 218124 e em xe i g g m 3 Internet Information Services E A ITEL 99IMRQTGDN local computer L admin pages J Application Pools J configuration pages EJ Web Sites B3 css Efl Default web Site Bl ccc pats J help images J help pages javadist viewer J images B images J private Dis E _vti_cnf J login images 2 Mti log J main c _vti_pyt J realtime pages iL wl script J realtime setup Di _vti_txt J report pages J Web Service Extensions J schedule pages scripts J wallboard pages default asp nets zeen zeen ak Figure 39 IIS Manager with the RCC Folder Selected 4 Right click RCC and select Properties The Properties dialog box appears See Figure 40 RCC Properties Dialog Box LT ai Virtual Directory Documents Directory Security HTTP Headers Custom Errors The content for this resource should come from another computer A redirection to a URL Local path C Program Files Nortel Networks Repo Browse Script source access I Log visits IV Read IV I
32. Answered Calls Report IT Call Average Report I Call Profile Report I Incoming Call Report IT Summary Report Activity Code Report By of Pegs I Activity Code Report By Agent Activity Code Report By Skillset IT Help Request Report I System Configuration IT Unanswered Help Request Report Time Bins Setup Reports EE 53 I a a EZ Local intranet Figure 86 Add Monthly Schedule page 2 To set a name for your Schedule enter the name in the Schedule Name field This name helps you identify and distinguish between the different Schedules you create 3 To select a report to include in the Schedule select the check box beside the report name You can select multiple reports 4 To specify the printer on which the reports are generated select a printer from the Select printer list The list includes all the printers that are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC 5 The reports are generated for a calendar month You must specify the time you wish to have the Monthly Schedule reports generated They are generated on the first day of each Month at the specified time Reporting for Contact Center Setup and Operations Guide 110 Using Reporting for Contact Center In the Report period start time and Report period end time lists specify the period in each day for which the reports are generated For example if your Contact Center has a worki
33. Back InstallShield Wizard Choose Destination Location Select folder where Setup will install files Setup will install Reporting for Contact Center in the following folder To install to this folder click Next To install to a different folder click Browse and select another folder Destination Folder C Nortel Reporting for Contact Centers Browse InstallShield lt Back Cancel Figure 26 Choose Destination Location Dialog Box Reporting for Contact Center Setup and Operations Guide 42 Installation 13 Nortel recommends that you accept the location specified in the dialog box If you do not wish to install Nortel Reporting for Contact Center on the default drive C click Browse to choose a new location To proceed with the installation click Next The Setup Status dialog box shown in Figure 27 Setup Status Dialog Box appears To cancel the installation click Cancel To return to the Customer Information dialog box click Back InstallShield Wizard Setup Status Reporting for Contact Center Setup is performing the requested operations C 5 Norte Reporting for Coa Center Javalnstall data2 cab InstallShield Figure 27 Setup Status Dialog Box The Setup Status dialog box shows the progress of the installation To cancel the installation click Cancel 14 During installation the message shown in Figure 28 ODBC Driver Installation Dialog appears Wait for the installati
34. Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Digital Mobility Service Tool Templates Startup Profile Template Factory Default Programming Record Blank Programming Record Template User Applications Desktop Assistant Desktop Assistant Pro CallNilot Lnifind Maccarine package for theweb Download Reporting for Contact Center see Important Notes Below Nortel Networks Reporting for Call Center is a Windows based software application that provides Real Time screens and comprehensive historical management information on the day to day performance of your Business Communications Manager 3 6 Call Center system Nortel Networks Reporting for Call Center helps you manage the peaks and troughs in call traffic Amongstthe information available are e Call waiting times e Queue lengths that is the number of calls waiting to be answered by your Skillset e Agent status Nortel Networks Reporting for Call Center provides a comprehensive range of management reports that have information critical for accurate business planning Nortel Networks Reporting for Call Center has the ability to support multiple wallboards which can be individually configured to display the information that the agents require System Software el Downloading picture https 172 17 3 95 apps privatej Figure 20 Downlo
35. Edit Schedule page shown in Figure 116 Edit Schedule page appears Nortel Reporting for Contact Center Microsoft Internet Explorer ol x Ele Edit View Favorites Tools Help Ar Oa O x EN T O search Sg Favorites E Q i 100 3 Address E http localhost rcc2 4 wallboard pages edit schedule asp skillsets 0 1 2 3 amp sScheduleID 1 Edit Schedule Please input the details of the schedule below Print Schedules Wallboard RealTime e Skillset LECL I Day Mon Fri Agent Alarms e Time 13 z no E Message Moming Shift Logout Afternoon shift Login D Wallboard Setup Wallboard Assignment Submit Cancel Messages Alarms Schedules Instant Messages Time Bins Setup Reports H Done EZ Ia Imi V Local intranet Ui Figure 116 Edit Schedule page This Edit Schedule page is set up exactly like the Add Schedule page shown in Figure 114 Add Schedule page Click Submit to save your edits The Assigned Schedule page shown in Figure 115 Assigned Schedules page with Schedule added appears Reporting for Contact Center Setup and Operations Guide 158 Using Reporting for Contact Center Click Cancel to leave the Edit Schedules page without saving any edits The Assigned Schedule page shown in Figure 115 Assigned Schedules page with Schedule added appears Instant Messages Instant messages allow Users to manually select any one of the s
36. Figure 105 Figure 106 Figure 107 Figure 108 Figure 109 Figure 110 Figure 111 Figure 112 Figure 113 Figure 114 Figure 115 Figure 116 Details tor new User Mary Smith one ee ete ba ab lap dee eege 70 Edit User pages oe teu e t stude Eeer heres nee eg 72 Slallset Ass1enm nt page s 2 me rea PE eren OO ter ED ipe e EE ennai 74 Assigned Skillsets p ge o noyer PEE ER Paalatu pa D m C eer RR ebat 75 Skillsets Assigned to User Mary Smith crece etie reel t e ERR Le D PLE 76 Maintenance Menu page meiner a OD EORR ric EOD mdr bar cater TI KEEN 78 Logging Menu pages eiit rA DEO URINE P REIR dena Mat oem ete 79 Logging Menu page with logging stoppe 80 Company Details page tton In ERROR RR eet a m EA REED Pte da 81 Main Menu page isin i A ena ecd EE EES 82 Change Password page ne nete e Den OU nbi DR Re hi n etie ire i ORE b Pr p a pts 84 User Main Menu page 3 7 nno C EP EL Ee OA AI RR ORE RUP 85 Print Schedules page oie ed et ec ert arte e oe eo Ales wien CHEESE 87 Your Daly Schedules page siete ed reri poi ie ie ote ei Roe de E a P Er ear ey 88 Add Daily Schedule page need ec tet taret etra Le rer ie nore be OE LP eye ee crass 89 Add Daily Schedule page example settings sese enne enne nne rennen innen enne 90 Daily Schedule Skallsets page deed 91 Save Favourites EE 93 Your Daily Schedules with a Schedule in the List 95 Edit Daily Schedule p ge 4 on eerie De dete ee eee nie deb an s
37. Help Ar Q sak M ix E FN JO Search S Favorites E s M LJ R 2 Print Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Daily Schedules Weekly Schedules Monthly Schedules Address e http localhost rcc2 4 schedule pages add daily schedule asp gt Go Links gt Add Daily Schedule Schedule Name AnswAban Reports Agent Activity Report Agent Activity Report By Skillset I Agent Audit Report Agent Average Report Agent Average Report By Agent Agent Capacity Report T Agent Profile Report M Abandoned Calling Line ID Report M Abandoned Calls Report M Answered Calls Report IT Call Average Report Call Profile Report I Incoming Call Report IT Summary Report Activity Code Report By of Pegs Activity Code Report By Agent Activity Code Report By Skillset IT Help Request Report I System Configuration I Unanswered Help Request Report Please select the days for which you wish to have reports generated Sunday M Monday M Tuesday Iv Wednesday Thursday M Friday I Saturday Select printer Canon iR5000 6000 PCL5e D Report period start time o0 DI o0 Report period end time 23 DI 59 D Print time o8 DI 30 Cancel E Done Figure 73 Add Daily Schedule page example settings NN40040 302 Using Reporting for Contact Center 91 Mary Smith selected the Answe
38. Log Window does not affect the current state of logging The default log files location is set to the drive which Nortel Reporting for Contact Center was installed to along with the location path If the installation was on the C drive the default location path would be C Program Files Nortel Reporting For Contact Center Logs The User is able to change the log files location in the Log files location field Clicking the Submit button will reset the log files location To reset the log files location to the default path perform the following 1 On the Windows taskbar select Start gt Run and enter the pathway to the file called ModifyDatabase bat in the RunOnce folder The RunOnce folder is in the Reporting for Contact Center folder If you installed Reporting for Contact Center in the default location the path to this file will be Program Files Nortel Reporting for Contact Center RunOnce ModifyDatabase bat on the drive on which you installed Reporting for Contact Center NN40040 302 Administration 81 2 Click OK to launch the ModifyDatabase bat file You will see a Command Prompt window DOS Window open and then close The logging path will be reset to the default location Company Details The Company Details page allows you to enter details about your company or site See Figure 66 Company Details page To view the page select Company Details a loi xi File Edit View Favorites Tools Help ay GE v
39. NN40040 302 Using Reporting for Contact Center 131 Wallboard Setup If your supervisor has assigned you the rights to the Wallboard Setup option see Add Users you can use the Wallboards option to assign wallboards to your assigned Skillsets You can also configure the wallboards with features such as wallboard alarms and messages schedules and summaries If your Administrator has not assigned you the rights to assign wallboards the Wallboard Setup option is unavailable on the user Main Menu page See Figure 69 User Main Menu page Nortel Reporting for Contact Center can support both hardware and software IP enabled wallboards The wallboards that are supported are the ipView Wallboards hardware tri color wallboards and the ipView SoftBoard software based personal wallboard refer to the ipView Software Wallboard Setup and Operation Guide NN40010 500 for more information on ipView SoftBoards They are updated approximately every 1 default or 3 seconds depending on the settings in the Reporting for Contact Center Setup and Operations Guide 132 Using Reporting for Contact Center Contact Center Connection page page 58 Message Formats The information sent to the wallboards is in one of three different formats Parameter Messages Scrolling Messages or Summary Messages The following sections describe these message formats Parameter Messages Parameter Messages are the display messages sent to the wallboard
40. Reporting package In this document the phrase the Contact Center platform is used to refer to either the Business Communications Manager or the CallPilot hardware and the phrase the Contact Center is used to refer to the Contact Center application running on that platform The platforms are referenced specifically by name in areas of this document such as those that describe the information concerning the configuration of the Contact Center Connection page page 58 o 9 Web Based User Interface All the administrative and user interactions with Nortel Reporting for Contact Center are conducted through a series of Web pages that are accessed through Internet Explorer browser sessions The Web pages are hosted on a designated PC referred to as the Web Host PC on which the Nortel Reporting for Contact Center software is installed The Web Host PC communicates directly with the Contact Center to retrieve Real Time updates for the Real Time screens and wallboards and Historical information for the reports Other PCs that have network access to the Web Host PC can access these Web pages Multiple users can therefore use Nortel Reporting for Contact Center without having any software other than Internet Explorer installed on their PCs The Java runtime environment if required and the Crystal Reports ActiveX report viewer are automatically downloaded to the client the first time they are required Language Support Ea
41. System z Agent Alarms e Parameter name AN D Number of Agents inthe Not Ready state Wallboard Setup Wallboard Assi Za Period Start Time Comparison Threshold Wallboard Assignment Be eee SA Messages i j wes fogo P Schedules Instant Messages Ime Bars Setups Period Start Time Comparison Threshold Message There are AN Agents Not Ready Please return to Available Period Start Time Comparison Threshold Message There are AN Agents Not Ready Please return to Available E Done mi m In m EZ L Local intranet Ui Figure 111 Example Settings for a Multi Alarm Period Alarm The Alarm is triggered when the parameter AN number of Agents Not ready passes beyond the thresholds The Skillset applies to three shifts of Agents a morning shift the evening shift and the late shift which consists of a smaller number of Agents Because the Skillset has a different number of Agents Logged in during each shift an Alarm based on Agents Not ready must have different thresholds to allow for the different numbers of Agents Logged in at the various periods throughout the 24 hour cycle In the example shown in Figure 111 Example Settings for a Multi Alarm Period Alarm the first Alarm Period begins at 08 30 in the morning The comparison is gt so the Alarm is triggered when the AN parameter meets or exceeds the threshold The threshold is 5 When the AN parameter reaches 5 or above the select
42. enters Out Mode that is there are no Agents Logged In to the Skillset 11 To save the changes click Submit The Wallboard Setup page appears see Figure 102 Wallboard Setup page with wallboard listed As shown in the figure after you assign a wallboard the wallboard appears on the page To leave the Add Wallboard page without saving any changes click Cancel The Wallboard Setup page appears NN40040 302 Using Reporting for Contact Center 139 EE File Edit View Favorites Tools Help ay Qa x 2 JO search Se Favorites e9 8 3 JOZI Address E http localhost rec2 4 wallboard _pages wallboard_list asp skillsets 0 1 2 3 EI Go Links Wallboard Setup Your assigned wallboards appear below Print Schedules You are currently viewing Skillsets System 1 2 3 Real Time IP Skillset Network Port Type Agent Alarms Name System 10 1 1 16 3500 Software Edit Parameters Delete Wallboard Setup Wallboard Assignment Messages Add Alarms Schedules Instant Messages Time Bins Setup Reports BT ll 1 Rire 07 Figure 102 Wallboard Setup page with wallboard listed Click Edit to view the Edit Wallboard page shown in Figure 103 Edit Wallboard page Reporting for Contact Center Setup and Operations Guide 140 Using Reporting for Contact Center sl File Edit view Favorites Tools Help ay Qa O 9 g GD Pln Jers O 2 2m 0093 Address E h
43. ge Select the language for this installation from the choices below H Figure 22 Language Selection Dialog Note that each User of Nortel Reporting for Contact Center is assigned a language You can have different languages in use by various Users at the same time This dialog box allows you to define the default language for the Login page and for the default Administrator Click on the down arrow to the right of the dropdown box to display a list of languages The languages to choose from are Danish Dutch Netherlands English United Kingdom English United States French Canada French France German Germany Italian Italy Norwegian Bokmal Portuguese Brazil Spanish Traditional Sort and Swedish When you have selected your language click OK To stop the installation click Cancel Reporting for Contact Center Setup and Operations Guide 40 Installation 10 The InstallShield Windows Installer Configuration dialog box shown in Figure 23 InstallShield Windows Installer Configuration Dialog Box appears InstallShield Wizard Reporting for Call Center Setup is preparing the InstallShield Wizard which will quide you through the program setup process Please wait Checking Operating System Version a Figure 23 InstallShield Windows Installer Configuration Dialog Box When prompted click OK The dialog box shown in Figure 24 InstallShield Wizard Start Dialog Box appears InstallShiel
44. if you intend to send your reports directly to the printer or save to file 5 To send the reports directly to a printer select a printer from the Send to Printer list and click Print to send the report to that printer Enter a print delay time in hours and minutes in the Print Delay field to print those reports up to 24 hours in the future for example if the current time is 12 30 and you specify 3 30 in the Print Delay field your reports will in fact print at 16 00 that day If you specify 23 00 your reports will print at 11 30 the following day Note that 23 59 is the maximum you can enter in this field and 00 01 is the minimum Reporting for Contact Center Setup and Operations Guide 170 Reports E Nortel Reporting for Contact Center M 15 x NORTEL The selected report s will be printed at Tue May 9 16 49 34 Answered Calls Report Abandoned Calls Report Abandoned Calling Line ID Report Call Average Report Cancel Print Warning Your reports will still print if you close this window If you refesh this screen your reports will print twice Figure 123 Print Status page Note You can print only to printers that are configured and attached to the Web Host PC 6 To cancel printing click Cancel before the reports are due to print Note If you close the Print Status screen your reports will still print unless you clicked Cancel 7 Ifyou have closed the print status page and wish to cancel the print
45. information is always calculated to the second If for example you select 3 seconds as your refresh interval your display updates every 3 o seconds but your data is calculated to the second Wallboard and Real Time Refresh Interval 1 Second s Download Contact Center Data All Data Only Data starting from 2004 03 01 E Cuhmit Caneal Figure 50 Download Contact Center Data options 8 On first installation of Reporting for Contact Center the Download Contact Center Data options are given see Figure 50 Download Contact Center Data options The User can select whether to download all data from the Contact Center by selecting All Data or the User can select Only Data starting from and click on the calendar icon to the right to select a start date from when data should be downloaded from the Contact Center 9 Click Submit A download status field appears to display the progress of the Contact Center download See Figure 51 Download Status Window NN40040 302 Administration 61 3 Nortel Reporting for Contact Center Microsoft T Status s Time 00 25 44 Processing Calls From 03 Jul 2006 11 44 10 Calls Extracted from Received Data 12 Total Contact Center Calls in the Database 12 Figure 51 Download Status Window The RCC Database Update Complete field indicates the percentage of download completion When Reporting for Contact Center is installed it queries the Contact Center for
46. normal numerical display is shown again for 5 seconds 2 If the third alarm is still valid then the third alarm message is scrolled at least twice and the display then returns to the usual numerical display for 5 seconds 3 If the first alarm is valid it is scrolled again If it is not valid then the second alarm is checked to see whether it is valid If the second alarm is valid it is scrolled again Reporting for Contact Center Setup and Operations Guide 134 Using Reporting for Contact Center 4 If itis not valid then the third alarm is checked to see whether it is valid In this way all alarms are rotated and displayed with a numerical display of 5 seconds in between them Scheduled Messages Wallboard Messages that need to go out at the same time every day or on a particular day can be associated with a schedule For example weekly fire alarm tests or a start of shift greeting or an end of shift message could be configured so that they automatically trigger at the specified time Schedules can be configured to trigger on single days groups of days or every day Scheduled messages take priority over Alarm messages Instant Messages System Administrators or Users can manually enter and dispatch an Instant Message to the wallboards Instant messages take priority over Alarm messages Summary Messages Nortel Reporting for Contact Center can be configured to provide predefined hourly summaries on the wallboards
47. not have a firewall blocking the following ports used for the CCRS O O O O Port 8088 HTTP listening port Port 2222 Control port Port 2223 Real Time port Port 2224 Historical port Perform the following steps to install the CCRS 1 Exit any Windows programs that are running Start a browser session and connect to the BCM50 Web page The BCM50 Login dialog box appears 3 Enter your username and password and click OK The Welcome to the BCM50 page appears see Figure 3 BCM50 Welcome page Home Contact Welcome BCM User Applications User Documentation Administrator Applications Administrator Documentation Figure 3 BCM50 Welcome page 4 Click the Administrator Applications link The Administrator Applications page appears see Figure 4 BCM50 Administrator Applications page NN40040 302 Installation 23 Home Contact Administrator Applications Administrator Management Tools Business Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs RADIUS Dictionary SSH Client PuTTY Retrieve Log Files CallPilot Manager Contact Center Applications Reporting for Contact Center Contact Center Reporting Server Muttimedia Contact Center Figure 4 BCM50 Administrator Applications page 5 Click the Contact Center Reporting Server link The Contact Center Reporting Server download page appears see Figure 5 BCM50
48. o foo oo cof 2o 100 0 0 0 1 0 0 0 0 0 00 00 00 0 100 Connection Status Waiting Delayed p rimary Secondary Answered Abandoned Disconnected On Hold Wang Mailbox GOS ime M Figure 94 Real Time Call Detail Screen The Call Detail Real Time screen presents a detailed display of the status of waiting calls together with statistics relating to completed calls These statistics update in real time The screen displays a separate line of information for Multimedia Calls and for Voice PSTN Calls and a total for both types of calls The following sections describe the available information NN40040 302 Using Reporting for Contact Center 123 Media Type Media Type indicates whether the line of statistics relates to Multimedia Call or Voice PSTN Calls or a total for both types of call Waiting Waiting indicates the number of calls that are currently waiting in the Skillset queues to be answered Delayed Delayed indicates the number of calls that are currently in a delayed state that is having reached the contact center but have not been forwarded to a skillset Primary Alert Primary Alert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Primary Alert Note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell changes to yellow Secondary Alert Secondary A
49. petentes ee lenit ees DE tee 159 Time Bin Setup Skillset selection page eth tree be AR epi Peces 162 Time Bins EE 163 Reports menu p ge p rre eO REO nrbe e EUR a ORE ERE ER e eS 166 Selecting Date R nge et reca ODER ERE REEL REEL HE EEN EES 168 Print Status page 2 oae nto dr aloe p ER E i ER eir ED en RT RE Red 170 Cancel Print EE 171 Opening Report S WIBdOW ege ees EEN E t ho pes OR EAE ED IER CREER ONSE E eed 172 Select Skillsets pages cis iare ten aco P E REPRE EES 173 Select Agents page oce oro e REGE tr tee iae te eo ci e i OE e here E Ep 174 Select Activity Codes page eins sees ene REID HER E P RR ER bi Co ORT E DET 175 Get Latest Contact Center Data tee taret e CREER Gere Sette sbonaeas pe apap ces 176 NN40040 302 List of Tables 9 List of Tables Table 1 Administrator and User Permissions ccccccccccccesssssccsecccecssssscesecccscseessssscsceessessessscsceesssssesssescessesees 69 Reporting for Contact Center Setup and Operations Guide 10 List of Tables NN40040 302 How to Use this Guide 1 Introduction This guide is designed to allow an Administrator or User to set up and operate Nortel Reporting for Contact Center How this guide is organized The Reporting for Contact Center Setup and Operations Guide is organized as follows How to Use this Document Provides a brief overview identifying the organization of this guide This also details how to ge
50. schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules You do not have any schedules defined Click add to begin adding Monthly Schedules schedules Add Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports zd B sss Messi s el elas Ge 7 Figure 85 Your Monthly Schedules page Perform the following steps to add a Monthly Schedule 1 Click Add The Add Monthly Schedules page shown in Figure 86 Add Monthly Schedule page appears NN40040 302 Using Reporting for Contact Center 109 Z Nortel Reporting for Contact Center Microsoft Internet Explorer I ni xj File Edit View Favorites Tools Help a Qw O A Pee dre OE 2 m L 09 9 3 Address e http localhost rcc2 4 schedule pages add monthly schedule asp gt Go inks by Add Monthly Schedule Schedule Name Select printer Print Schedules e Nortel Fax Daily Schedules Weekly Schedules Please select a report Report period start time Monthly Schedules Agent Activity Report oo o I Agent Activity Report By Skillset EESTI Real Time Agent Audit Report GR eg I Agent Average Report Agent Alarms e I Agent Average Report By Agent Print time EE Agent Capacity Report o7 d oz Wallboard Setup Agent Profile Report Cancel Abandoned Calling Line ID Report E I Abandoned Calls Report I
51. see Figure 121 Reports menu page Reporting for Contact Center Setup and Operations Guide 166 Reports BER File Edit View Favorites Tools Help ay Om 0 A d Gl seo drm O12 2 m L1OQ s Address e http lacalhost rcc2 4 report pages report index asp D Go Links ll e L Reports Please select the report you wish to view from the list below Print Schedules Report Names From Date From Time Real Time Agent Activity Report yyyyinmidd 24 Hour Format Agent Activity Report By Skillset 2006 05 1 0 Si 00 00 Agent Audit Report To Date To Time Agent Average Report yyyyimmdd 24 Hour Format Agent Average Report By Agent 2006 0571 d gl f 0 43 Select your paper size Agent C ity Report ee a4 210x297 mm Agent Profile Report Agent Alarms Wallboard Setup Time Bins Setup Abandoned Calling Line ID Report Enable Reports Explained Help Reports Open Reports Explained Help Index Get Latest Contact Center Data Abandoned Calls Report Answered Calls Report Call Average Report Call Profile Report Incoming Call Report Summary Report Activity Code Report By of Pegs Activity Code Report By Agent Activity Code Report By Skillset Help Request Report System Configuration m r F z m Unanswered Help Request Report Send to Printer Print Delay No printers available oo 01 Print Cancel Print The time now is 13 50
52. select the message to send at the specified time on the specified range of days The list includes all messages that are assigned to this skillset 5 Click Submit to save your changes The Assigned Schedules page shown in Figure 115 Assigned Schedules page with Schedule added appears Click Cancel to leave the Add Schedules page without saving your changes E Nortel Reporting for Contact Center Microsoft Internet Explorer Ele Edit View Favorites Tools Help Av Oa O EN E QD Yo Search Se Favorites E 2 1069093 Address E http localhost rcc2 4 wallboard pages wallboard schedules list asp skillsets 0 1 2 3 Assigned Schedules Your wallboard schedules appear below Print Schedules e Skillset Day Time 3 Mon Fri 13 00 Edit Delete Add RealTime Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms e Schedules Instant Messages Time Bins Setup Reports d OT T f E Rire 07 Figure 115 Assigned Schedules page with Schedule added NN40040 302 Using Reporting for Contact Center 157 The example Assigned Schedules page shows the newly created Schedule As shown in the example Mary Smith wants the Morning Shift Log Out Afternoon Shift Login message sent to the Skillset 3 wallboards at 13 00 each day of her working week which runs from Monday to Friday Click Edit to change any details of a Schedule The
53. shown as green in the Real Time Screens If an Agent has been on an Incoming Call in excess of the Incoming Call Duration Threshold their timer will be displayed against a red background A call generated and conducted through the use of Nortel Multimedia Contact Center This call may involve a Follow me browser session a Chat session or was initiated by a caller clicking a button on a Web page NN40040 302 Glossary 179 Non Contact Center Not Ready State Outgoing State Stat Time Bins Supervisor Monitoring Grey is used for non Contact Center calls Either the Agent has invoked the Make Not Ready feature to indicate they are not available to take calls or the Contact Center has placed them in the Not Ready state because a call was unanswered at their handset or the Agent is active on an internal call The Not Ready State is shown as dark grey in the Real Time Screens If an Agent has been Not Ready in excess of the Not Ready Duration Threshold their timer will be displayed against a red background The Agent is engaged on an Outgoing Call The Outgoing State is shown as yellow in the Real Time Screens If an Agent has been on an Outgoing Call in excess of the Outgoing Call Duration Threshold their timer will be displayed against a red background Public Switched Telephone Network Call a voice call Information is available that displays the current states of Skillset Calls and Agents This information is re
54. that period If only one Alarm Period is configured that Alarm Period is in operation 24 hours a day 4 In the Comparison list select the type of comparison that determines if the alarm condition is triggered The types of comparisons are as follows lt Less than or equal to Use this type of comparison to monitor a parameter against some lower limit That is you wish to be informed if the parameter value ever drops to or decreases below the Threshold you supply For example if you wish an alarm to be triggered if the Grade of Service for the Current Hour SH falls below 50 you would use SH lt 50 Equals Use this type of comparison to monitor a parameter against an exact figure That is you wish to be informed if the parameter value ever exactly matches a figure perhaps a target Note that in this type of comparison if the parameter value is higher than the threshold the alarm condition is not triggered The parameter must exactly match the threshold in order to trigger the alarm For example you may wish to have a congratulatory message sent to the wallboards if you exceed your highest number of incoming calls for the day If your highest number of incoming calls for the day was 1200 you could set an Alarm for the parameter ID However if you use gt the Alarm would be triggered for each and every call from 1200 on Instead you would use the format ID 1201 This means that the alarm message will be sent only whe
55. the details of those Administrators use the User Admin Edit feature o described in User Admin Select System Admin Settings to view the System Administrator details page shown in Figure 54 System Administrator details page E Nortel Reporting for Contact Center Microsoft Internet Explorer ci ni x File Edit view Favorites Tools Help ay ES e i Wie eee Ci Q O 3 6 drm OC RB Oe 3 Address e http localhost rcc2 4 admin pages system manager settings asp Go Links e NORTEL Administration System Administrator Please enter the new details for the Administrator below Please enter new username admin System Administration e Please enter old password System Admin Settings User Admin Please enter new password Skillset Assignment Please confirm new password Maintenance Submit Cancel Company Details e Contact Center Connection Reporting z Ea 7 Figure 54 System Administrator details page Reporting for Contact Center Setup and Operations Guide 66 Administration To change the name of the System Administrator provide a new name in the Please enter new username field and the current Administrator password in the Please enter old password field To change the password provide the new password in the Please enter new password field and confirm the password by entering the same password in the Please confirm new passwo
56. the User must enter the port number as configured in the CCRS by default this is 8088 but may have been changed during setup CCRS is installed separately from BCM50 2 0 and the CCRS configuration tool launches as part of the CCRS installation where the User can change the port settings The configuration tool can also be launched separately by clicking the Start menu then All Programs Nortel Contact Center Reporting Server Config If the User has upgraded from Nortel Networks Reporting for Call Center 2 1 or 2 2 to Nortel Reporting for Contact Center the Port field will be blank Enter the correct port to re establish connection When Nortel Reporting for Contact Center communicates with the Contact Center to request Real Time or Historical Report data it includes a password in the data request This allows the Contact Center to verify that the application requesting the data is authorized to receive it This password is set within the Contact Center using CallPilot Manager In the CCRS password field enter the set password Note The default CCRS password is CCRS If the default password is not accepted the password might have been changed in the Contact Center from within CallPilot Manager In the Confirm CCRS password field re enter the set password In the Make data requests every list specify how frequently the Web Host PC communicates with the Contact Center in order to obtain reporting data The typical se
57. the same you are informed that the password and confirmation do not match and you must re enter the password in both fields 3 Click Submit If you successfully entered the new password the Contact Center Connection page shown in Figure 49 Contact Center Connection page appears Reporting for Contact Center Setup and Operations Guide 58 Administration Contact Center Connection The Contact Center Connection page allows you to specify the network identifier IP address or Network name of the Contact Center platform Typically the Contact Center Connection page appears only once after you first log on as an Administrator If the Contact Center Connection information is incomplete or incorrect the Contact Center Connection page appears each time you log on as an Administrator For example if you add a new Network Card to the Web Host PC you must select an IP address for the Web Host PC to communicate with the wallboards In this case the Contact Center Connection page appears so that you can select the IP address If you do not select the Contact Center Connection option from the menu the page automatically appears after you log on as shown in Figure 49 Contact Center Connection page E Nortel Reporting for Contact Center Microsoft Internet Explorer 7 lol sl File Edit view Favorites Tools Help ay i O 8 Em iQm O 4 8 Down Serve BR 0993 Address e http localhost rcc2 4 admin pages
58. 0 302 Using Reporting for Contact Center 159 e For more information about using Skillset selection lists see page 92 e For more information about using Favorites see page 92 In the example shown in Figure 117 Instant Messages page User Mary Smith used her Skill1 amp 3 Favorite to select the Development and Training Skillsets Click Instant Messages to view the Instant messages page that allows you to compose an instant message See Figure 118 Composing an Instant Message A Nortel Reporting for Contact Center Microsoft Internet Explorer ni x File Edit View Favorites Tools Help ay Dm 28 008 Qe ix B A P Search Favorites E OS Kea aa Si Ki Address e http localhost rcc2 4 wallboard pages instant message asp skillsets 1 3 Go inks Instant Messages Please select a message from your existing messages ortype a new Print Schedules message if required Real Time e Existing messages There are AN Agents Not Ready Please return to Available D Agent Alarms e New message Martin you have left your car lights on Wallboard Setup Wallboard Assignment Send Cancel Messages Alarms Schedules Instant Messages Time Bins Setup Reports H Doe i O 1 1 anat 7 Figure 118 Composing an Instant Message You can send an existing stored message or create a new message Follow these steps to create and send an Instant Message
59. 1 2 and 3 In the example User Mary Smith can only add wallboards Perform the following steps to add a wallboard 1 Click Add to assign wallboards The Add Wallboard page shown in Figure 101 Add Wallboard page appears NN40040 302 Using Reporting for Contact Center 137 Nortel Reporting for Contact Center Microsoft Internet Explorer nj x File Edit View Favorites Tools Help ay Om dd em iem OLS BOOTS Address e http flocalhost rcc2 4 wallboard_pages add_wallboard asp skillsets 0 1 2 3 Add Wallboard Please input the values for the wallboard below IP Network Name Real Time Port m 3500 KEE Agent Alarms Wallboard Skillset System D Language North American English D Wallboard Setup e Type Software Hardware C Print Schedules mem Wallboard Assiqnment Title m Messages 3 Alarms Title Text Schedules SH Instant Messages Buzzer L Summary O Time Bins Setup Submit Cancel Reports Figure 101 Add Wallboard page 2 In the IP Network Name field enter the IP Address or Network Name If the wallboard is an ip View SoftBoard enter the IP Address or the Network Name of the PC on which the SoftBoard will be running 3 The value in the Port is usually left at the default value of 3500 This value might be changed for an ipView SoftBoard if an Agent wishes to have several copies of ip View SoftBoard running on the s
60. 22 123 125 178 179 Reporting for Contact Center Setup and Operations Guide 184 Index W Wallboard 60 69 85 131 134 135 136 137 138 139 140 141 142 147 148 153 155 158 180 Wallboard Assignment 69 135 136 Web Based User Interface 13 Web Host 13 15 16 17 19 21 32 34 35 36 38 42 43 45 55 58 59 60 61 83 86 90 100 109 165 170 Web Host PC 13 15 16 17 19 21 32 34 35 36 38 42 43 45 55 58 59 60 61 83 86 90 100 109 165 170 Web page 13 15 68 70 178 Weekly Schedules 86 98 99 100 101 102 103 104 105 106 107 113 Windows 15 16 17 18 19 21 22 30 31 32 33 34 36 37 40 45 46 48 53 80 Windows 2000 15 16 17 18 36 Windows 2003 16 17 18 48 53 100 Windows 95 124 140 141 143 144 150 152 153 Windows Networking Component 36 Windows NT 4 15 Windows Security Center 45 48 Windows XP 15 16 17 18 36 45 With AII Calls Held 122 X XML 76 NN40040 302
61. 35 42 43 47 59 137 Primary Alert 119 123 Print Schedules 85 86 87 98 107 117 Printer 169 R Real Time Agent Detail 124 Real Time Agent Summary 121 Real Time Call Detail 122 Real Time Call Summary 118 121 Real Time screens 13 14 15 19 22 35 59 60 66 73 82 83 85 117 118 120 121 122 124 125 126 127 177 178 179 Reset Password 71 73 Scheduled Messages 134 Scrolling Messages 132 Secondary Alert 119 120 123 178 Select a Date 168 Skillset Assignment 64 69 73 74 76 Skillset selection 14 93 102 112 118 128 137 159 161 162 164 172 173 Spanish 13 39 Statistical Data 14 16 17 Summary Messages 132 134 Summary Report 173 SVGA 15 16 17 Swedish 13 39 System Admin Settings 64 65 System Administration Menu 64 66 73 77 System Status 76 77 78 T TCP IP 15 16 17 36 179 180 Time Bins 85 161 162 163 164 177 179 Time Bins Setup 85 161 Title 138 179 Troubleshooting 21 61 181 U United Kingdom English 13 Unread Skillset Messages 119 Upgrading 19 53 URL 55 83 User 11 13 14 15 19 21 39 59 60 64 65 66 67 68 69 70 72 73 74 75 76 80 82 83 84 85 86 90 100 102 110 112 117 118 120 127 128 131 133 134 136 138 145 146 150 156 158 159 161 162 165 176 177 179 User Admin 64 65 66 67 69 70 73 V Voice PSTN Call 122 123 178 179 Voice PSTN Call 1
62. 4 Test Config Cancel N ORTEL Figure 12 Contact Center Reporting Server Config screen 16 On the Contact Center Reporting Server Config screen a In the Contact Center Address box your local host address automatically appears Change the Contact Center Address to the IP address or the Fully Qualified Domain Name FQDN of your BCM50 2 0 system b The HTTP Listen Port default value is 8088 The Control Port default value is 2222 Nortel recommends you do not change the Listen Port value The Control Port value cannot be modified Nortel recommends you do not change the values for the Real Time or Historical Ports c If you want to test your configuration settings click Test Config The Test Complete dialog box appears to show the test results When the tests are complete a Success message box appears See Figure 13 Test Complete with results and Success message box Reporting for Contact Center Setup and Operations Guide 28 Installation og Test Complete Connection Test In Progress Attempting to register with Contact Center at 192 168 249 130 Testing HTTP pott HTTP test App Server inbound port 8088 passed Testing Registration port Registration test Contact Center inbound port 2222 passed Testing Realtime port Realtime test Contact Center inbound port 2223 passed Testing Historical port Historical test Contact Center inbound port 2224 passed Connection
63. 5 Selecting ROC 2 fs dere edd eege ette ecd dete eee itudin iet e dede 52 Eig re 46 RCC PIODperties edere eee dehet eddie eed ie ede 53 Figure A7 BEE 56 Fig re 48 Change Password pagesos s ene ees ette e cdi dide iet eet oi ede ete iei e Pe pete dee 57 Figure 49 Contact Center Connection page 58 Figure 50 Download Contact Center Data option 60 Figur 51 Download Status WindOw inet ta e t ps egre re FEHLER ERE Henne KEREN 61 Figure 52 Administration Menu Dages citt prope ERU t eese Eg eg RECO EES ENEE EERTSE e 63 Figure 53 System Administration Menu page 64 Figure 54 System Administrator details page eese nennen nennen eneenren nennen nennen entrent trennen enne 65 Figure sS User Admin page PR e Te bee e pde p REOR e Ee 67 Figure SG Add Userp ge 5 oe aon etel be obf i E Uude i e RHET RR REED ET 68 NN40040 302 List of Figures 7 Figure 57 Figure 58 Figure 59 Figure 60 Figure 61 Figure 62 Figure 63 Figure 64 Figure 65 Figure 66 Figure 67 Figure 68 Figure 69 Figure 70 Figure 71 Figure 72 Figure 73 Figure 74 Figure 75 Figure 76 Figure 77 Figure 78 Figure 79 Figure 80 Figure 81 Figure 82 Figure 83 Figure 84 Figure 85 Figure 86 Figure 87 Figure 88 Figure 89 Figure 90 Figure 91 Figure 92 Figure 93 Figure 94 Figure 95 Figure 96 Figure 97 Figure 98 Figure 99 Figure 100 Figure 101 Figure 102 Figure 103 Figure 104
64. 6 Activity Code report by of Pegs NN40040 302 Using Reporting for Contact Center 95 Z Nortel Reporting for Contact Center Microsoft Internet Explorer ni x Fie Edit View Favorites Tools Help Av Q O ix ei JO search Se Favorites ZE Q JBZ X Address e http localhost rcc2 4 schedule pages daily schedules asp DI Go Your Daily Schedules Your daily print schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules Print Monthly Schedules Name Skillset Created Time RealTime AnswAban 8442005 0830 V Deactivate Edit Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports H gjom CSF Kiloglrgeg 7 Figure 76 Your Daily Schedules with a Schedule in the List Note that each Schedule can be identified by the Schedule Name that was provided when the Schedule was created Deactivate Click Deactivate to disable the Print Schedule so that the schedule is no longer printed when the schedule is due to run When a schedule is disabled the button changes from Deactivate to Activate and a red cross replaces the green check mark similar to the following illustration x Activate Reporting for Contact Center Setup and Operations Guide 96 Using Reporting for Contact Center Activate Click Activate to enable the Print Schedule so that the schedule is printed when the schedule is
65. 9 122 123 124 125 127 133 165 176 179 Contact Center Connection 13 57 58 59 132 Contact Center platform 13 Contact Center Reporting Server 15 16 17 18 21 22 24 26 29 59 165 Contact Center the 13 Control key Ctrl 55 76 83 92 174 176 Control Panel 19 30 33 36 45 169 D Daily Schedules 86 87 88 89 90 91 92 94 95 96 97 98 106 116 Danish 13 39 Direct Call 120 178 Dutch 13 39 E Edit Parameters 140 141 Edit User 70 72 Edit Wallboard 139 140 Element Manager 37 F Favorite 93 94 102 128 159 Favorites 14 55 83 92 93 94 102 112 118 128 159 173 Follow me 126 178 French 13 39 G German 13 39 Grade of Service 120 124 132 134 149 178 H Help Request Report 167 IBM 15 16 17 Incoming Call Report 173 Indirect Call 178 Installation 43 Installation 11 19 21 24 31 32 33 36 37 42 43 44 181 InstallShield 19 38 39 40 Instant Messages 134 135 158 159 160 Intel 15 16 17 Internet Explorer 13 15 16 17 19 20 33 37 55 83 NN40040 302 Index 183 Internet Information Services 16 17 18 21 29 30 31 32 33 34 48 62 Introduction 11 13 19 165 IP Address 37 55 58 59 60 83 137 ip View Softboard 35 131 132 133 137 180 ip View SoftBoard 35 131 132 133 137 180 Italian 13 39 Java Cache 21 L Language Support 13 Latin American Spanish
66. Add Weekly Schedule page without saving any changes click Cancel You are prompted to confirm that you do not wish to save your changes After you confirm the deletion the Your Weekly Schedules page appears See Figure 78 Your Weekly Schedules page Note If you include the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports in your Print Schedule you are prompted for the Agents and or the Activity Codes you wish to include with these Reports These steps are described on pages 176 Agent Audit Report 176 Activity Code Report by Skillset 176 Activity Code Report by Agents and 176 Activity Code report by of Pegs Reporting for Contact Center Setup and Operations Guide 104 Using Reporting for Contact Center a Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help a Q O ix B T JO search Se Favorites amp ST JAGAB Address e http localhost rcc2 4 schedule pages weekly schedules asp DI Go Links Your Weekly Schedules Your weekly print schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules Print Monthly Schedules Name Skillset Created Time costars WeeklyCalls sJu2005 08 30 V Deactivate Edit Delete Agent Alarms Add Wallboard Setup Time Bins Setup Reports za
67. Alarm Message can be used by many Skillsets but an Alarm is specific to a single Skillset 2 Inthe Parameter name list select the alarm parameter that triggers the alarm Refer to the list of available parameters on page 138 Note You can specify the same alarm conditions for different Skillsets and these different alarms can use the same Alarm message but they are separate and distinct alarms and they must be created separately Note If you configure an Alarm to be a System Alarm the Alarm appears on all wallboards that have been configured as System wallboards You can specify the same NN40040 302 Using Reporting for Contact Center 149 alarm conditions for different Skillsets and these different alarms can use the same Alarm message but they are separate and distinct alarms and they operate independently with no interaction 3 In the Period Start Time list specify the start time for the period of the day in which the Alarm is operational For more information refer to Alarm Periods Note Alarm Periods allow you to specify different Thresholds Comparisons and Messages for different periods of the day for a single Alarm An Alarm period is in operation after its start time has passed and before the start time of the next period has been reached You can specify different Alarm conditions for a single Alarm for up to six Alarm Periods throughout a single day To define an Alarm Period specify the start time for
68. Available 9 047 0 oco o lu oh Mul Available 021645 0 olo an al Connection Status Check Agent Alarms Figure 95 Agent Detail Real Time Each line of the Agent Detail Real Time screen represents a single Agent The following sections describe the available information ID Indicates the Contact Center ID of the Agent NN40040 302 Using Reporting for Contact Center 125 Agent Indicates the name of the Agent and indicates the state the Agent is in by coloring the cell background The state of the Agent depends on their current activity Further detail on the Agent state can be seen in the Status column as follows Incoming An Agent is in the Incoming State when they have answered an Incoming Contact Center Call The information in the Status column indicates the type of call The Incoming State is represented by light green Break Time Break Time is the term used to describe the period of time allocated to each Agent to allow post call completion work also called wrap up Break Time is represented by dark green Outgoing When an Agent makes an Outgoing Call the Agent is in the Outgoing State The Outgoing State is represented by yellow Supervisory Monitoring When an Agent who is created in the Contact Center as a Supervisor undertakes a monitoring session with another Agent they are represented in the Real Time screen using gold The Status column displays Monitoring Non Call Conta
69. Contact Center Reporting Server page Home Contact Administrator Contact Center Applications Reporting Server EE NCM For BCM Download Contact Center Reporting Server BCM Monitor See Important Notes Below CDR Clients BCM MIBs A Nortel Contact Center Reporting Server is a Windows amp based RADIUS Dictionary software application that gathers Real Time and historical SSH Client PuT statistics from the Contact Center on your Business Eur Communications Manager This information is then provided to the Retrieve Log Files Reporting for Contact Center software SU ETS The Nortel Reporting for Contact Center is supported on the Contact Center Applications following operating systems Reporting for Contact Center e Windows XP Professional SP2 Contact Center Reporting Server e Windows 2000 Professional SP4 Multimedia Contact Center Installing the Software Figure 5 BCM50 Contact Center Reporting Server page 6 Click the Download Contact Center Reporting Server link A File Download dialog box appears 7 Click Save and save the application to the location from which you want to install it Reporting for Contact Center Setup and Operations Guide 24 Installation 8 After the application downloads double click the application to launch the installation The Welcome screen appears as shown in Figure 6 CCRS Installation Welcome screen Welcome Welcome to the Contact Center Reporting Server Setup prog
70. EE TU RE rt TR Re eere 130 Wallboard Men pages oed etse eiae te e e e foenore Pei eee EH teen 135 Wallboard Assignment page etie Hep nn REED e HIRED e E ERI rH E THERE es 136 Add Wallboard page tete ee ee tei eU EO RUE HP REESE ege 137 Wallboard Setup page with wallboard listed nnne nennen 139 Edit Wallboard pae ie etn te te een eo oa ee ide dte tete etes 140 Edit Parameters page siete eee deeg ode de tee a ty etre e d pe dite 141 Assigned Messages E 143 Add Messas e EE 144 Add Message page example text dette tere ster t ge ei SURE eire EEN 145 Assigned Messages List Example Messages 146 Assigned Alarms T t etta e rU PUER ee C n ric s 147 Add Alarm page rene eer ree RHET REESE et b e ERE rte ci 148 Example Settings for a Multi Alarm Period Alarm 151 Assigned Alarms page with an Alarm configured eese nennen rennen ene 153 Assigned Schedules E 154 Add Schedule page 0 ineo eet UD E ERROR RE REC RU E RE EEG Seres 155 Assigned Schedules page with Schedule added 156 Edit Schedule page atentos mie eer cat Debate eet 157 Reporting for Contact Center Setup and Operations Guide 8 List of Figures Figure 117 Figure 118 Figure 119 Figure 120 Figure 121 Figure 122 Figure 123 Figure 124 Figure 125 Figure 126 Figure 127 Figure 128 Figure 129 Instant Messages Dages ee pte Eh e oerte En 158 Composing an Instant Message i ede tide e t
71. Enter Nortel in the Application pool ID field and select the Use existing application pool as template option In the Application pool name list select DefaultAppPool Add New Application Pool 1 X Application pool ID Nortel m Application pool settings C Use default settings For new application pool Application pool name DeFaulkAppPool HE Figure 43 Add New Application Pool Dialog Box Click OK Right click the newly created application pool Nortel and select Properties Click the Identity tab The Identity tab appears See Figure 44 Application Pool Identity Tab If the Predefined option is not selected select it and select Local System in the list beside the Predefined option Reporting for Contact Center Setup and Operations Guide 52 Installation Nortel Properties 21x Recycling Performance Health Identity Application pool identity Select a security account For this application pool Local System Predefined C Configurable User name IWAM PVPIGI Browse 0e Password Cancel Apply Help Figure 44 Application Pool Identity Tab 9 Click OK and then click Yes in the confirmation dialog box that appears 10 In the IIS Manager window select Web Sites and double click Default Web Site See Figure 45 Selecting RCC E Internet Information Services IIS Manager H ni x File Action Yiew Window Help e am xrar SE m 2 Intern
72. Favorites La ex sl OG Ka gl 33 Address E http localhost rcc2 4 schedule pages get m schedule skilleets asp sSelectedReports 3 2 1 6 amp sReportTime 08 30 amp sRe Monthly Schedule Skillsets Please highlight the Skillets you wish to include in the print schedule Print Schedules e Daily Schedules Weekly Schedules Name Monthly Schedules Ski 23 Delete Select Skillsets Favourites Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Select All Create Favourite Submit Cancel l Cl Gal asf fal El Et 7 Figure 88 Monthly Schedule Skillsets page e For information about using Skillset selection lists see page 92 e For information about using Favorites see page 92 In the example shown in Figure 88 Monthly Schedule Skillsets page User Mary Smith used her Skill1 amp 3 Favorite to select the Development and Training Skillsets Note If you include the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports in your Print Schedule you are prompted for the Agents and or the Activity Codes you wish to have included within these Reports These steps are described on NN40040 302 Using Reporting for Contact Center 113 pages 176 Agent Audit Report 176 Activity Code Report by Skillset 176 Activity Code Report by Agents and 176 Activity Code Report by
73. If any messages have not been listened to the cell background is red Reporting for Contact Center Setup and Operations Guide 120 Using Reporting for Contact Center GOS Indicates the grade of service currently offered to incoming callers Skillset Mode Indicates whether the mode of operation of the Skillset Grade of Service The first row in the Call Summary Real Time screen is labeled Grouping This row shows values generated from the data presented for each of the included skillsets Note that the values might not include all the skillsets in the System because the User viewing the Call Summary screen might not be assigned to all the skillsets or they may be viewing only a selection of their assigned skillsets The Grade of Service figure in the Grouping row is a means average of the GOS values of the skillset rows displayed below the Grouping row For example three skillsets are in the view and they had the following individual skillset values Skill 1 GOS 0 Skill 2 GOS 100 Skill 3 GOS 100 The Grouping row shows a GOS of 66 calculated as follows GOS 0 100 100 3 66 This value shows the User what their average GOS is over all the selected skillsets This figure is different from the GOS for the System which includes all the skillsets The System GOS is not calculated as an average for the skillsets it is calculated as a single figure GOS for the System This is the calculation that is
74. Intemet files VF Pages you view on the Intemet are stored in a special folder for quick viewing later Delete Cookies Delete Files History The History folder contains links to pages you ve visited for quick access to recently viewed pages Days to keep pages in history 20 Figure 1 Internet Properties Dialog Box Note If you do not see the dialog box shown in Figure 1 you have clicked a shortcut to Internet Explorer You must click the Internet Explorer icon in the Start menu 2 When you see the window shown in Figure 1 click Delete Files The Delete Files dialog shown in Figure 2 Delete Files Dialog appears NN40040 302 Installation 21 Delete Files A Delete all files in the Temporary Internet Files You can also delete all your offline content stored locally Delete all offline content Figure 2 Delete Files Dialog 3 Select Delete all offline content and then click OK 4 Click OK to close the Internet Properties window Proceed with the installation of Nortel Reporting for Contact Center as described in Installation prerequisites It may also be necessary to clear your Java Cache when upgrading RCC This is not strictly necessary but should any problems be seen after the upgrade consult the Reporting for Contact Center Troubleshooting and Maintenance Guide NN40020 402 Installation prerequisites Before you install Nortel Reporting for Contact Center software you mus
75. Print Schedules Real Time Agent Alarms e Wallboard Setup Time Bins Setup Reports SelectAll Submit Cancel Get latest Contact Center Data z ee bel pd bel pl E EST aa Figure 127 Select Agents page Use the following techniques to select Agents from the Agent List Click an unselected Agent name once to select it it will be highlighted and remove the highlight from any other currently selected Agents Click a selected highlighted Agent name once to unselect it Note that if other Agents are selected and you click an Agent name you unselect all the other Agents except the Agent name you clicked To select multiple Agents press Ctrl and select multiple Agents NN40040 302 Reports 175 To select a range of Agents click an Agent at the beginning or end of the range press the Shift key and click the Agent at the end or beginning of the range You can also click Select All to select all the Agents at once Selecting Activity Codes If you select to generate any of the following reports you must choose the Activity Codes for which you want the reports generated Activity Code Report by Skillset Activity Code Report by Agent The Select Activity Codes page shown in Figure 128 Select Activity Codes page appears a Nortel Reporting for Contact Center Microsoft Internet Explorer m jol x File Edit view Favorites Tools Help ay
76. Select beside the appropriate Favorite and the collection of Skillsets is highlighted at once You do not need to select a particular collection of Skillsets each time you wish to use them Follow these steps to add a Favorite to the Favorite List 1 Select the Skillsets you wish to include in the Favorite List and then click Create Favorite The Save Favorites page appears as shown in Figure 75 Save Favourites page NN40040 302 Using Reporting for Contact Center 93 E Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help ay Qe X r ix B T JO search Se Favorites K GZ LJ CG wa X Address http J localhost rcc2 4 schedule pages save favourites asp returnPage get schedule skillsets asp amp skillsets 1 3 amp sSelect Y Go inks Save Favourites Please give the favourite a name by entering it below Print Schedules e Daily Schedules Favourite name skin amp 3 Weekly Schedules Monthly Schedules Cancel RealTime e Agent Alarms Wallboard Setup Time Bins Setup Reports za lorum c al mol pad nr Ie T7777 7 Figure 75 Save Favourites page 2 Enter a name in the Favorite Name field and then click Submit to save the name Click Cancel to return without saving the Favorite In the example shown in Figure 75 Save Favourites page Mary Smith created a favorite that contains the Skillsets SKILL1 and SKILL3 called Sk
77. Your reports will print from this time plus the Print Delay time View on Screen View Reset za Je Done rest mi e IS Local intranet Figure 121 Reports menu page Under Report Names each report is grouped according to its type these are in order Agents reports related to Agent activity and traffic Calls reports related to calls Activity Codes reports related to activity codes Miscellaneous all other reports such as the System Configuration report NN40040 302 Reports 167 Follow these steps to obtain a report Note Due to licensing restrictions only 2 Client PCs can view the reports concurrently and a maximum number of 5 reports can be generated at a time 1 From the Report Names list of reports select the appropriate check box for each report you wish to generate Note Most reports require selecting Skillsets Agents Activity Codes or any combination of these The only reports that do not require these selections are Help Request Report Unanswered Help Request Report and System Configuration For information about selecting Skillsets refer to Selecting Skillsets For information about selecting Agents refer to Reporting for Contact Center Setup and Operations Guide 168 Reports Selecting Agents For information about selecting Activity Codes refer to Selecting Activity Codes 2 Next to the From Date and To Date fields click the calendar icon and specify a date See Fig
78. ad the Reporting for Contact Center Software 5 Click Download Reporting for Contact Center on the right side of the window The File Download dialog box appears program to disk Select either Run to run this program from its current location or Save to save this If you select Save the Reporting for Contact Center executable file is downloaded to your PC go to the location where you downloaded the file Double click the file to run it 7 The Install Wizard shown in Figure 21 InstallShield Initialization Dialog appears The wizard extracts the installation files required to install the Nortel Reporting for Contact Center files on the Web Host PC Wait until the files are extracted NN40040 302 Installation 39 cA Reporting for Contact Center InstallShield Wizard Extracting Files The contents of this package are being extracted Please wait while the InstallShield Wizard extracts the files needed to install Reporting for Contact Center on your computer This may take a few moments Reading contents of package SSS Installshield Cancel Figure 21 InstallShield Initialization Dialog 8 Once the files are extracted click the Next button 9 The Choose Setup Language dialog box will be displayed as shown in Figure 22 Language Selection Dialog which allows you to select the default language for your installation of Nortel Reporting for Contact Center Choose Setup Language x
79. age of incoming calls answered within each of the periods specified in the chosen Answered Time Bins A seventh Answer period is also used in the reports The seventh period gathers information about all calls that are answered after the period specified by the sixth Answered Time Bin Abandon Time Bins The Abandon Time Bins are a series of six time steps used in the statistical analysis of Abandoned Calls Nortel Reporting for Contact Center provides statistical reports about the percentage of incoming calls abandoned within each of the periods specified in the chosen Abandoned Time Bins A seventh abandoned period is also used in the reports The seventh period gathers information about all calls that are abandoned after the period specified by the sixth Abandoned Time Bin Note If other Users have been assigned these Skillsets they can change these settings Select the Time Bins Setup option to view the Time Bin Setup page shown in Figure 119 Time Bin Setup Skillset selection page Reporting for Contact Center Setup and Operations Guide 162 Using Reporting for Contact Center ortel Reporting for Conta ente oso lol x File Edit view Favorites Tools Help ay Q O ix 2 GA seach vemm icm Qus Address e http localhost rcc2 4 configuration pages configuration index asp D Go Links Time Bin Setup Please select the Skillsets for which you wish to assign time bins Print Schedules Skill
80. aintenance Company Details Reporting e Figure 55 User Admin page Add Users The first time you see this page no Users are defined To add users click Add The Add User page as shown in Figure 56 Add User page appears Reporting for Contact Center Setup and Operations Guide 68 Administration E Nortel Reporting for Contact Center Microsoft Internet Explorer ni xi File Edit view Favorites Tools Help ay Q sak X ix EN Tp JO Search Se Favorites Lea B kel CS 33 Address e http localhost rcc2 4 admin pages add users asp DI Go Links NORTEL Administration Add User Please input the details of the user below First name System Administration Last Name System Admin Settings User Admin RCC Username Skillset Assignment Language North American English D Maintenance Assign Wallboards Contact Center Connection Administrator eg Oo Company Details Submit Cancel Reporting H ien LL Local intranet E Figure 56 Add User page This page allows you to enter the details of the new User Follow these steps 1 In the First name and Last name fields enter the User s first and last names 2 In the RCC Username field enter the RCC Username which is the name the User will use to log on to Nortel Reporting for Contact Center 3 From the Language list specify the User language preference which dictates the language
81. al Time page as shown in Figure 91 Real Time page This Real Time screen indicates the numbers and states current activities of the logged in Agents for each of the selected Skillsets Note that the state of an Agent who has multiple calls on their handset is taken from their active call For example if an Agent has an Incoming Contact Center Call on hold and they are active on an Outgoing Call then the Agent is shown to be in the Outgoing Call state The following sections describe the available information Skillset Indicates which Skillset the information in this row represents Logged In Logged In indicates the number of Agents who are logged into this Skillset Supervising Supervising indicates the number of Agents Supervisors who are currently supervising other Agents Available Available indicates the number of Agents who are Available to take Incoming Contact Center Calls Not Ready Not Ready indicates the number of Agents who are in the Not Ready State They might have invoked the Make Not Ready feature Or they might have been placed in the Not Ready state because a Contact Center Call was presented ringing to their handset but the Agent did not Reporting for Contact Center Setup and Operations Guide 122 Using Reporting for Contact Center answer it and Nortel Reporting for Contact Center automatically took the call back to the Skillset queue and made them Not Ready On Contact Center Calls On Contac
82. alls stored in the Web Host PC database which includes the Calls Extracted from Received Data figure Note The time to download the historical data from the Contact Center and to store it in the Web Host PC database depends on the amount of time the Contact Center has been recording historical data prior to being connected to the Web Host PC and the amount of call traffic that your Contact Center handles As a general guide 30 000 calls take between 6 and 18 hours depending on the level of network traffic and the speed of your Web Host PC Note You can use your PC as normal during the download but do not reset it or power it off When the download is complete the download status field shows a 100 complete status Reporting for Contact Center Setup and Operations Guide 62 Administration Your browser page may time out before the download is complete This is not an error Microsoft Internet Information Services has a setting that dictates how long it waits before closing a web page As the download completes you are informed of the status in the Download Status field The Administration Menu page appears see Figure 52 Administration Menu page NN40040 302 Administration 63 Administration Menu When an Administrator logs in unless they are logging in with the default password of 0000 they view the Administration Menu page See Figure 52 Administration Menu page Note To remind you that you logged in as a
83. alues that are automatically replaced by the numerical equivalent when they are displayed For example if a message contained the text There are QL calls waiting The Contact Center statistic QL currently has a value of 4 the following message would be displayed There are 4 calls waiting Alarm Messages Nortel Reporting for Contact Center can be configured to automatically provide a scrolling text message when a parameter enters an Alarm condition by passing a defined Alarm Threshold A profile of six different Alarm Thresholds can be set across a day for a single Alarm For example a 24 hour Contact Center that has 25 Agents active during the day might have an Alarm Message set to be triggered if 6 Agents are Not Ready concurrently At Night however the Contact Center has a staff of 4 Agents and they want to have the same Alarm Message triggered when only 2 Agents make themselves Not Ready Alarm messages scroll at least twice on the wallboards If the alarm is still valid when the message has scrolled at least twice the normal numerical display is shown for 5 seconds before the alarm message is re scrolled If several alarms are triggered at once they are scrolled to the wallboard as follows 1 Assume three alarms are triggered concurrently The first alarm message is scrolled at least twice and then the normal numerical display is shown for 5 seconds The second alarm message is then scrolled at least twice and the
84. ame PC to for example display different Skillset statistics to a multi Skillset Agent Each copy of ip View SoftBoard would be installed on the Agent s PC with a different Port number In that case the corresponding wallboard entry in Nortel Reporting for Contact Center must be configured with the appropriate port number 4 The Wallboard Skillset selection specifies the Skillset the wallboard is to report on That is the named Skillset is the Skillset from which Nortel Reporting for Contact Center extracts the statistical information to display on the wallboard If you wish to display system wide totals that is to have the information displayed represent totals derived from all Skillsets select System from the list Reporting for Contact Center Setup and Operations Guide 138 Using Reporting for Contact Center In other words assigning a wallboard to be a System wallboard causes Nortel Reporting for Contact Center to send statistics to that wallboard which represent the system totals For example the parameter AN Agents Not Ready on a System wallboard shows the total figure for the AN values of all Skillsets added together Notice that the only Skillsets available in this list are the ones that our example User Mary Smith was assigned by the Administrator 5 In the Language list select the language in which wallboard should be driven Individual wallboards can be driven in any of the supported languages that appear in the list
85. ameters 1 Start the Windows system on the PC where the Nortel Reporting for Contact Center application is installed 2 On the Windows taskbar select Start gt Settings and then click Control Panel The Control Panel window appears If you are using the Windows 2000 operating system double click Networking and Dial up Connections The Networking and Dial up Connections window appears If you are using the Windows XP operating system select Start gt Connect to and then click Show All Connections The Networking Connections window appears 3 Double click the Network icon The Network window appears with the Configuration tab displayed If you are using the Windows 2000 or Windows XP operating system right click the Local Area Connection icon and then click Properties 4 Check that TCP IP appears on the list of installed network components If TCP IP is not on the list click Add to install this protocol using the Windows installation instructions or refer to your network administrator NN40040 302 Installation 37 Installing Nortel Reporting for Contact Center for a Business Communications Manager Installation Perform the following steps to install Nortel Reporting for Contact Center for a Business Communications Manager installation 1 Close any Windows programs that are open 2 Start your Internet browser such as Internet Explorer or Netscape and connect to the Business Communications Manager In the brows
86. ance Menu provides the following options System Status Logging System Status Select System Status to view the System Status page shown in Figure 63 System Status page This page provides a variety of information relating to the current status of Nortel Reporting for Contact Center Reporting for Contact Center Setup and Operations Guide 78 Administration File Edit View Favorites Tools Help ay Q O l aA 57 m J VS3 Address e http localhost rcc2 4 admin pages system status asp sl E EI Go em NORTEL Administration System Status Web Server Details Contact Center Connection SERVER_NAME localhost SERVER_PORT 80 System Administration SERVER PROTOCOL HTTP 1 1 SERVER SOFTWARE Microsoft IIS 5 1 Maintenance e Mozilla 4 0 compatible MSIE 6 0 Windows NT System Status Wel 5 1 SV1 NET CLR 1 0 3705 NET CLR 1 1 4322 Logging C Projects Reporting For Call CenteRCC2 4 a Ls ital ile ASPSource admin_pages system_status asp Company Details REMOTE_ADDR 127 0 0 1 REMOTE_HOST 127 0 0 1 Reporting e RCC Database connection status Status Connection successful Click Here to open the Download Status window Current RCC Network Port Status Report 6011 OK Realtime 6010 OK Web Server 60 OK System Info Schema Version 1 2 1697 1 App Server Platform Windows App Server Version 0 0 99 16 Contact Ce
87. any Contact Center data that the Contact Center has accumulated A green Status field indicates the successful downloading of data from the Contact Center The Status indicator will turn red if Reporting for Contact Center encounters problems downloading Contact Center data An error message will be displayed directly below the Status field indicating the problem Refer to the Reporting for Contact Center Troubleshooting and Maintenance Guide NN40020 402 on the type of error messages that can be displayed and how to troubleshoot them Time is the time in hours minutes and seconds that the current download has been running This data is updated every 9 10 seconds Processing Calls From displays the start date and time of the current data being processed Reporting for Contact Center will request data from the Contact Center from this date to the latest call data in the Contact Center This is the download period The RCC Database Update Complete field indicates how far through the download period the download process is in terms of time not in terms of calls For example if the percentage completed figure is 50 and the Calls Extracted from Received Data is 125 this does not mean the download will be complete when the Calls Extracted from Received Data reaches 250 Rather it means that the download has processed 50 of the download period and has extracted 125 calls Total Contact Center Calls in the Database indicates the total amount of c
88. any time Note If a Client PC does not have Java installed on launching more than one Real Time screen Java will try to be installed that many times on the Client PC It is recommended that the first time the User on a Client PC views a Real Time screen only one Real Time screen is launched if the User is not sure that Java is installed on their PC This is to prevent multiple Java installations taking place on the Client PC The following sections describe the available Real Time screens Real Time Call Summary Figure 92 Real Time Call Summary Real Time Screens shows the Call Summary Real Time screen 3 Nortel Reporting for Contact Center Microsoft Internet Explorer zl xi NORTEL Call Summary You are currently viewing Skillsets SKILL1 SKILL3 Incoming Contact Center Calls Unread Answered Abandoned Disconnected Longest spice Skillset Skillset Waiting Delayed Primary Seconda Overflo eos Se Waitin i Alert ry Alert w Hour Day Hour Day Hour Day Hu t Mailbox Tim sgs Grouping 0 o PoP oo D 1 0 o j o o Joooooo o 100 fel isdui o 0 o 1 o o o o pomo o 100 Day 3sd3 9 5 o o o o 9 ooooo 9 100 bar Connection Status Figure 92 Real Time Call Summary Real Time Screens The information in the Call Summary screen updates as call activity changes in your Contact Center Each row in each screen represents a single Skillset The Skil
89. ardMonitor rarely ES EPSON PhotoStarter3 1 rarely Gel EPSON Print CD rarely Ki EPSON PRINT Image Framer Tool2 1 rarely E ESPR300 Reference Guide rarely E ESPR300 Software Guide rarely 8 FSPR3NN Standalone Guide Figure 15 Add or Remove Programs Follow these steps to install Microsoft Internet Information Services 1 On the Windows taskbar select Start gt Settings and then click Control Panel The Control Panel window appears 2 Double click the Add or Remove Programs icon The Add or Remove Programs dialog box appears 3 Click Add Remove Windows Components The Windows Components Wizard appears as shown in Figure 16 Windows Components Wizard NN40040 302 Installation 31 Windows Components Wizard xj Windows Components N ou can add or remove components of Windows XP To add or remove a component click the checkbox amp shaded box means that only part of the component will be installed To see what s included in a component click Details Components GP Indexing Service E Intemet Explorer 0 0 MB 13 5 MB 2t Management and Monitoring Tools 2 0 MB SZ Messane Queuing ffl MR z Internet Information Services IIS Description Includes Web and FTP support along with support for FrontPage transactions Active Server Pages and database connections Total disk space required 22 1 MB Detail Space available on disk 26583 5 MB Desi
90. ation of CCRS click on Test Config 4 Click OK to save your settings and close the Contact Center Reporting Server Config screen pa Reinstalling or updating the CCRS To reinstall or update the CCRS you are not required to uninstall your current CCRS You can run the install package of the new CCRS and the install script will read your configuration files and prompt you to keep the existing database Installing Microsoft Internet Information Services Reporting for Contact Center Setup and Operations Guide 30 Installation You can install Microsoft Internet Information Services through the Add or Remove Programs dialog box using the Add Remove Windows Components icon See Figure 15 Add or Remove Programs i Add or Remove Programs O xl Ed T t fi Currently installed programs Show updates Sort by Frequency of Use D Change or nas WD Adobe Acrobat Reader 6 0 2 Update Programs Click here For support information Ld 8 To change this program or remove it From your computer click Change or Remove Change Add New TO Dsg aie H Adobe Acrobat and Reader 6 0 3 Update rarely ge am I Adobe Reader 6 0 1 rarely Add Remove Windows Components 5 64MB Adobe Download Manager 1 2 Remove Only rarely d CA eTrust Antivirus rarely S ClarifyCRM Configurator 12iSR1 05 rarely f B ClarifyCRM12i5R1 05 Client For Oracle rarely Set Program Divx Codec rarely Access and Defa ks E DivX Player rarely EPSON C
91. b Host PC This folder contains the application files used by Nortel Reporting for Contact Reporting for Contact Center Setup and Operations Guide 36 Installation Center The folder also contains the Nortel Reporting for Contact Center configuration and statistical database Note Before Nortel Reporting for Contact Center will operate correctly you must enable the Contact Center Reporting Software Keycode For Software Keycode information refer to the Keycode Installation Guide NN40010 301 TCP IP Protocol The Contact Center platform and Nortel Reporting for Contact Center use the industry standard TCP IP protocol for communication between the Contact Center and the Nortel Reporting for Contact Center Web Host PC The Windows Network component is required for the Nortel Reporting for Contact Center Web Host PC Refer to Checking Installation of the Windows Networking Component The Nortel Reporting for Contact Center installation process does not install the Windows Network component For instructions about installing the Windows Networking component refer to your network or Windows documentation Checking Installation of the Windows Networking Component Perform the following steps to check that the Windows Networking component is set up properly on the PC that will operate as the Web Host PC Note If your company has a network administrator check with your administrator before changing any network configuration par
92. ble PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 2 0 GHz minimum Memory 512 MB minimum Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible pointing device Microsoft Internet Explorer version 5 or higher Operating System NN40040 302 Introduction 17 Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For the CCRS application on Web Server 1 GB minimum For installation of application on Web Server 109 MB Storage space required for Historical Data 4 GB minimum Note that the database will grow through time and if the diagnostic logging option is turned on the log files will require extra disk space Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows 2000 Professional Windows XP Professional 2002 The minimum recommended requirements for a PC that is not the Web Host PC for BCM50 2 0 with the CCRS installed are as follows Recommended Minimu
93. c admin pages security index asp NORTEL Administration System Administration Menu Please select an option from the administration menu on the left hand side to Contact Center Connection continue System Administration System Admin Settings User Admin Skillset Assignment System Configuration Report Maintenance Company Details Reporting VI Local intranet Figure 53 System Administration Menu page The System Administration Menu provides the following options System Admin Settings change the username and the password for the default Nortel Reporting for Contact Center Administrator User Admin create Users Skillset Assignment assign Skillsets to Users System Configuration Report view and print the System Configuration report NN40040 302 Administration 65 System Admin Settings System Admin Settings is a special utility that allows you to change the settings for the single pre defined Administrator that is supplied ready defined with Nortel Reporting for Contact Center You can use System Admin Settings to change the name of the System Administrator or change their password or both In either case you must enter the current System Administrator password to confirm that you have authority to make these changes Do not use System Admin Settings to change the username and password of other Users who are configured as Administrators To change
94. caeesecneeseenaeeeesaeeateseenees 23 BCM50 Contact Center Reporting Server page 23 CCRS Installation Welcome screen 3 a eal reo RO DO p A ER E pei e o aep rere 24 CCRS Installation destination folder screen essent nennen nennen nere nennen nenne 24 Installing Contact Center Reporting Database screen 25 MSDE installation message sists 5 9 osten E a p eit d beer 25 Microsoft NET Framework installation message nennen nennen trennen 26 CCRS configuration tool launch message 26 Contact Center Reporting Server Config screen 27 Test Complete with results and Success message bo 28 CCRS Setup Complete screen oto er ee e i te dr t eec ete ibt ete s 29 Add or Remove Programs 3 2 ee te eet b re dro pr OR a e EPA ech 30 Windows Components Wizard isressn ionisoi oi ian a aae esee eene EEE EERE trennen eterne rennen entrent R i 31 Windows Components Wizard Installation eese eene enne enne nee nein 32 Windows Components Wizard Installation Completed eene 33 Figure 19 Internet Information Services test D ge eene ener nnen eene trennen ene teen eene nein 34 Figure 20 Download the Reporting for Contact Center Software 38 Figure 21 InstallShield Initialization Dialog 39 Figure 22 Language Selection Dialogs enrenar n det tete fep lore EES arde Eeen 39 Figure 23 InstallShield Windows Installer Configuration Dialog Box 40 Figure 24 InstallShield Wizard Start Dialog Bo
95. can occupy any position on a software wallboard When you have selected your parameters click Submit The Wallboard Setup page appears See Figure 99 Wallboard Menu page Reporting for Contact Center Setup and Operations Guide 142 Using Reporting for Contact Center To return to the Wallboard Setup page without saving any changes click Cancel You are prompted to confirm that you do not wish to save your changes Click Delete to remove the wallboard definition from the system and to remove its listing from the Wallboard Setup page You are prompted to confirm the deletion After you confirm the deletion the Wallboard Setup page appears See Figure 99 Wallboard Menu page Messages The Messages option allows you to create and store messages that can be used as Alarm or Scheduled messages From the Wallboard Setup menu select Messages to view the Assigned Messages page shown in Figure 105 Assigned Messages page This page lists all the messages that are configured Any message can be used by any Skillset Initially the list of Assigned Messages is empty as shown in the figure NN40040 302 Using Reporting for Contact Center 143 Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help Gr O d awe Seem e 9 0993 e http localhost rcc2 4 wallboard pages wallboard messages list asp skillsets 0 1 2 3 Messages Your messages appear below Print Sched
96. ch Administrator or User of Nortel Reporting for Contact Center can specify to view their Web user interface pages in one of the following 13 languages North American English United Kingdom English Canadian French Latin American Spanish Brazilian Portuguese Spanish Dutch French German Italian Norwegian Danish and Swedish Each Administrator or User can also view individual wallboards in any of these languages NN40040 302 14 Introduction Administrators and Users The two types of Nortel Reporting for Contact Center users are Administrators and Users In addition to having access to all the features of Nortel Reporting for Contact Center Administrators can specify and change fundamental configuration settings within Nortel Reporting for Contact Center For security purposes and to maintain system stability only Users with Administrator capabilities can change the fundamental configuration settings User interactions with Nortel Reporting for Contact Center are limited to using the features that it provides While Users cannot modify the core setup of Nortel Reporting for Contact Center they can specify and change some personal preferences Users can also configure any aspects of Nortel Reporting for Contact Center that affect only themselves Administrators and Users view different menus when they log in Assigned Skillsets Administrators create Users by providing details such as User Name and language to No
97. chedules Weekly Schedules Monthly Schedules Real Time e Agent Alarms Wallboard Setup Time Bins Setup Reports Schedule Name WeeklyCalls Reports Agent Activity Report I Agent Activity Report By Skillset IT Agent Audit Report Agent Average Report Agent Average Report By Agent I Agent Capacity Report Agent Profile Report M Abandoned Calling Line ID Report M Abandoned Calls Report M Answered Calls Report M Call Average Report I Call Profile Report I Incoming Call Report IT Summary Report Activity Code Report By of Pegs Activity Code Report By Agent Activity Code Report By Skillset Help Request Report I System Configuration IT Unanswered Help Request Report Please select the day on which you wish to have your weekly scheduled reports printed Monday DI Select printer Canon iR5000 6000 PCL5e Report period start time oo DI oo gt Report period end time 23 D 59 D Print time o6 Jan Submit Cancel nu 2 Local intranet A Mie ITLTLLT Figure 84 Edit Weekly Schedule page This page is set up exactly like the Add Weekly Schedule page except the fields and check boxes are populated with the settings of the Schedule you are editing In the example you are editing the Weekly Calls schedule Make any necessary changes and click Submit The Your Weekly Schedules page shown in Figure 78 Your Weekly Schedules page appears To
98. click on the Cancel Print button this will open a new window containing a list of reports waiting to be printed the date and time they are due to be printed and a link to cancel the report Each report can be canceled in turn but to cancel all reports click the Cancel All button at the bottom of the page If there are more reports than can be displayed in this window a scroll bar will appear on the right hand side use this to scroll through all reports waiting to print NN40040 302 Reports 171 E Nortel Reporting for Contact Center Microsoft Internet Exp NORTEL The selected report s will be printed at Call Average Report 11 05 2006 18 57 Cancel Print Abandoned Calls Report 11 05 2006 18 57 Cancel Print Call Profile Report 11 05 2006 18 57 Cancel Print Abandoned Calling Line ID Report 11 05 2006 18 57 Cancel Print Answered Calls Report 11 05 2006 18 57 Cancel Print Cancel All Warning Your reports will still print if you close this window Figure 124 Cancel Print page 8 To view reports on screen click View in the Reports menu page see Figure 121 Reports menu page 9 After you select skillsets and where applicable agents and activity codes the Opening Report s window appears This displays the status of your report generation see Figure 125 Opening Report s window Each report is launched sequentially and as each report is successfully generated the Opening Report s window shows the current progr
99. ct Center Call If the Agent answers a non Contact Center Call they are represented using grey Available Blue represents Available Agents These are Agents who are available to answer Incoming Contact Center Calls All Calls Held Magenta indicates an Agent who has placed all of their calls on hold Not Ready Dark grey represents Agents who are in the Not Ready state Logged In SS Indicates the Skillsets the Agent is currently logged in to Status This column provides additional detail about the Agent state as follows A phone icon with the wording Multimedia represents a Multimedia voice call A phone icon with the wording Voice represents a normal voice call A phone icon with the wording Outgoing represents an outgoing call A phone icon with the wording Intercom represents an internal call The word Available represents an Available Agent Reporting for Contact Center Setup and Operations Guide 126 Using Reporting for Contact Center The wording Break Time represents an Agent in Break Time The wording Calls Held represents an Agent with all of their current calls on hold The wording Not Ready represents an Agent who is in the Not Ready state The word Monitoring represents an Agent who is a Supervisor engaged in a Supervisory Monitoring session with another Agent or in a Help Session A smiley icon represents a Multimedia Chat session A globe icon represents a Multimedia Follow me browsing s
100. d Alarms page without saving your changes NN40040 302 Using Reporting for Contact Center 153 Sl Nortel Reporting for Contact Center Microsoft Internet Explorer S nj x File Edit View Favorites Tools Help iv Qa O x DEE Se Favorites K Q A De SB 3 Address E http localhostjrcc2 4 wallboard pages wallboard alarms list asp skillsets 0 1 2 3 Eco Links Eas Assigned Alarms Your alarms appear below Print Schedules Alarm Period Additional RealTime Skillset Parameter Period One Periods One Details Configured Agent Alarms System AN 08 30 gt 5 2 Edit Delete Wallboard Setup Add Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports H Boe 1 Kilodntag 7 Figure 112 Assigned Alarms page with an Alarm configured Schedules Schedules allow you to automatically send a message to the wallboards of a Skillset or the System at a pre defined time on a specified day or range of days Select the Wallboard Setup Schedule option to view the Assigned Schedules page shown in Figure 113 Assigned Schedules page Reporting for Contact Center Setup and Operations Guide 154 Using Reporting for Contact Center Nortel Reporting for Contact Center Microsoft Internet Explorer loj x Ele Edit View Favorites Tools Help iv Qe E x DEE Se Favorites lc A 1009 3 A
101. d Wizard x Welcome to the InstallShield Wizard for Reporting for Contact Center The InstallShield Wizard will install Reporting for Contact Center on your computer To continue click Next lt Back Cancel Figure 24 InstallShield Wizard Start Dialog Box 11 To proceed click Next The License Agreement dialog box shown in Figure 25 License Agreement Dialog Box appears To cancel the installation procedure click Cancel NN40040 302 Installation 41 InstallShield Wizard License Agreement Please read the following license agreement carefully Press the PAGE DOWN key to see the rest of the agreement Nortel Corporation Nortel Reporting for Contact Center SOFTWARE LICENCE AGREEMENT CAUTION PLEASE READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE Grant of Licence Grant of Licence from Nortel Corporation Nortel This document Agreement is the E Do you accept all the terms of the preceding License Agreement If you choose No the setup will close To install Reporting for Contact Center you must accept this agreement InstallShield Figure 25 License Agreement Dialog Box 12 Read the Software License Agreement before proceeding To proceed with the installation click Yes The Choose Destination Location dialog box shown in Figure 26 Choose Destination Location Dialog Box appears To cancel the installation click No To return to the Welcome dialog box click
102. d for the User If you do not wish to reset the password click Cancel To reset the password click OK In either case the User Admin page appears See Figure 55 User Admin page Skillset Assignment The Skillset Assignment option allows you to assign Skillsets to Users Assigning Skillsets to a User allows the User to view those Skillsets in the Real Time screens and to obtain Historical Reports on those Skillsets You can assign multiple Skillsets to a User and a Skillset can be assigned to multiple Users Select Skillset Assignment from System Administration Menu shown in Figure 53 System Administration Menu page The Skillset Assignment page shown in Figure 59 Skillset Assignment page appears Reporting for Contact Center Setup and Operations Guide 74 Administration File Edit View Favorites Tools Help ay Qe x i 5 JO sexe S f Favorites OZ d JO Gg el 3 Address e http localhost rcc2 4 admin pages skillset assignment asp D Go Links 2 NORTEL Administration Skillset Assignment Below is a list of users please click Assign to edit the Skillsets they have Contact Center Connection access to System Administration e Username Firstname Last name System Admin Settings 5 User Admin Ae Mary Smith _Assign Skillset Assignment Maintenance Company Details e Reporting e d ae EZE RE 7 Figure 59 Skillset Assignment page The Skillet Assignment pag
103. d in each day for which the reports are generated For example if your Contact Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Contact Center open and 18 00 to see if there is a late surge of calls Figure 81 Add Weekly Schedule page example schedule shows how User Mary Smith configured her Weekly Schedule NN40040 302 Using Reporting for Contact Center 101 Eg o 0 1 1 2 p 16X1X149Dp TTTT 7 Z Nortel Reporting for Contact Center Microsoft Internet Explorer lol xl File Edit View Favorites Tools Help ay Qe o M x D eech Se Favorites Ol GZ RH JOSS Address e http localhost rcc2 4 schedule pages add weekly schedule asp gt Go Links Print Schedules e Daily Schedules Weekly Schedules Monthly Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Add Weekly Schedule Schedule Name WeeklyCalls Reports Agent Activity Report I Agent Activity Report By Skillset IT Agent Audit Report I Agent Average Report Agent Average Report By Agent I Agent Capacity Report Agent Profile Report M Abandoned Calling Line ID Report Iv Abandoned Calls Report M Answered Calls Report M Call Average Report I Call Profile Report I Incoming Call Report IT Summary Report Activity Code Re
104. ddress E http localhostjrcc2 4 wallboard pages wallboard schedules list asp skillsets 0 1 2 3 Assigned Schedules Your wallboard schedules appear below Print Schedules You do not have any wallboard schedules configured Real Time Add Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports xi one E EF P Eo I Local intranet E Figure 113 Assigned Schedules page The Assigned Schedules page displays a list of the assigned Schedules Initially this list is empty Click Add to create a new Schedule The Add Schedule page shown in Figure 114 Add Schedule page appears NN40040 302 Using Reporting for Contact Center 155 A Nortel Reporting for Contact Center Microsoft Internet Explorer ini xi Ele Edt View Favortes Tools Help iv Qs e Y ix B FN JO search Se Favorites Lea s d ce ind OG os 2 Address E http localhostjrcc2 4 wallboard pages add schedule asp skillsets 0 1 2 3 EJ co Links gt Add Schedule Please input the details of the schedule below Print Schedules e Wallboard RealTime Skillset Day Sunday D Agent Alarms e Time oo o0 D Message There are AN Agents Not Ready Please return to Available D System v Wallboard Setup Wallboard Assignment Submit Cancel Messages Alarms Schedules
105. due to run Once a schedule is enabled the button changes from Activate to Deactivate and a green check mark replaces the red cross similar to the following illustration v Deactivate Edit Click Edit to change the settings for a Schedule The Edit Daily Schedule page shown in Figure 77 Edit Daily Schedule page appears NN40040 302 Using Reporting for Contact Center 97 Z Nortel Reporting for Contact Center Microsoft Internet Explorer E ni x File Edit View Favorites Tools Help ay Q sxx o ix B TN eech Se Favorites GC Address E http localhost rcc2 4 schedule pages edit daily schedule asp scheduleID 1 E RH J OGYI Eco ue Print Schedules e Daily Schedules Weekly Schedules Monthly Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Wi n OO Edit Daily Schedule Schedule Name AnswAban Reports Agent Activity Report I Agent Activity Report By Skillset Agent Audit Report Agent Average Report I Agent Average Report By Agent I Agent Capacity Report T Agent Profile Report MV Abandoned Calling Line ID Report M Abandoned Calls Report M Answered Calls Report I Call Average Report I Call Profile Report Incoming Call Report IT Summary Report Activity Code Report By of Pegs I Activity Code Report By Agent Activity Code Report By Skillset IT Help Request Report I System Configuration U
106. e lists each configured User In Figure 59 Skillset Assignment page Mary Smith is the only configured User Perform the following steps to assign Skillsets 1 Click Assign to view the Assigned Skillsets page shown in Figure 60 Assigned Skillsets page NN40040 302 Administration 75 z BEE File Edit View Favorites Tools Help ay Q e O de i e 8 0993 Address e http localhost rcc2 4 admin pages assign skillsets asp userID 63 D Go Links NORTEL Administration Assigned Skillsets Skillset assignment for Mary Smith Contact Center Connection e Skillsets appear in the list below Assign Skillsets by selecting thern and using the appropriate arrow key System Administration e System Admin Settings Unassigned Skillsets Assigned Skillsets User Admin Skillset Assignment Maintenance e Company Details Reporting e Submit Cancel zl PN Done ES 51 EZ Local intranet Ai Figure 60 Assigned Skillsets page Note The Skillset names shown in Figure 60 Assigned Skillsets page are intended as examples only Your copy of Nortel Reporting for Contact Center displays the Skillset names you have set up in the Contact Center using CallPilot Manager Note The Skillset names are obtained automatically from the Contact Center Your copy of Nortel Reporting for Contact Center must be connected to the Contact Center for a few moments in order for the Skillset names to app
107. ear 2 To assign a single Skillset select the Skillset in the Unassigned Skillsets list then click the right arrow button gt The assigned Skillset appears in the Assigned Skillsets list 3 Continue assigning Skillsets until you assign all the Skillsets you wish to assign to this User In the example shown in Figure 61 Skillsets Assigned to User Mary Smith the User Mary Smith is assigned two Skillsets SKILL1 and SKILL3 Reporting for Contact Center Setup and Operations Guide 76 Administration z BEE File Edit Weu Favorites Tools Help ay Q O x EI QD mg Feres EI BR TOO S Address ey http localhost rcc2 4 admin pages assign skillsets asp userID 63 D Go Links 2 NORTEL Administration Assigned Skillsets Skillset assignment for Mary Smith Contact Center Connection e Skillsets appear in the list below Assign Skillsets by selecting thern and using the appropriate arrow key System Administration e System Admin Settings Unassigned Skillsets Assigned Skillsets User Admin Skillset Assignment SKILL SKILL1 SKILL3 Maintenance Company Details EE gt gt Reporting e Submit Cancel ei Done a a E P 53 L Local intranet Ai Figure 61 Skillsets Assigned to User Mary Smith 4 To move a Skillset to the Unassigned Skillsets list select the Skillset name in the Assigned Skillsets list and click the left arrow button lt Note Cl
108. ed message is sent to the wallboards that are assigned to this Skillset Reporting for Contact Center Setup and Operations Guide 152 Using Reporting for Contact Center The second Alarm Period begins at 17 30 in the evening The comparison is gt so the Alarm is triggered when the AN parameter meets or exceeds the threshold The threshold is 3 When the AN parameter reaches 3 or above the selected message is sent to the wallboards that are assigned to this Skillset Because there are fewer Agents in the Afternoon Shift the threshold is lowered to 3 The third Alarm Period begins at 22 30 Note that this Alarm Period operates until the next Alarm Period starts which in this example is Alarm Period One at 08 30 the following morning Because of the smaller staff in Mary Smith s Skillset during the late shift the Threshold is lowered to 2 In all cases the same Alarm Message is used Because the AN symbol is replaced by the appropriate value of the AN parameter when the message is displayed which is when the Alarm is triggered a single message can be flexible enough to be used in different situations However if Mary Smith wants to she can use a different message for each Alarm Period or she can configure any of the Alarm Periods to use a Static Alarm 7 Click Submit to save your settings The Assigned Alarms page shown in Figure 112 Assigned Alarms page with an Alarm configured appears Click Cancel to view the Assigne
109. edules Agent Activity Report Tuesda Agent Activity Report By Skillset CO Wed e z a Real Time Agent Audit Report d Thursday Agent Average Report C Frid Agent Alarms I Agent Average Report By Agent E o Agent Capacity Report ged Wallboard Setup e Agent Profile Report Select printer Abandoned Calling Line ID Report No printers available Time Bins Setup e Abandoned Calls Report Report period start time Answered Calls Report o d joox IT Call Average Report Reports Report period end time Call Profile Report 25 s ss D vv I Incoming Call Report l Summary Report Print time Activity Code Report By of Pegs o7 x o0 x Activity Code Report By Agent Submit anal Activity Code Report By Skillset ES meg Help Request Report I System Configuration Unanswered Help Request Report ei Done e cj 3 m Local intranet Figure 72 Add Daily Schedule page The Add Daily Schedule page allows you to specify which reports you wish to have included in the Schedule which days are to be included in the Schedule and when to print the reports 2 To set a name for your Schedule type the name in the Schedule Name field This is to help you identify and distinguish between the different Schedules you create 3 To select a report to be included in the Schedule select the check box beside the report name Each selected report has a check mark in the check box beside its na
110. elect Skillsets page appears li Nortel Reporting for Contact Center Microsoft Internet Explorer nml x File Edit view Favorites Tools Help ay Qs Me ix B Tp JO Search Se Favorites E e3 bad amp Si 8 Address ei http localhost rcc2 4 report_pages skillset_select asp Go inks the A Select Skillsets Please select the Skillsets you wish to report on Print Schedules Favourites Real Time Name Agent Alarms Ski 83 Delete Select Wallboard Setup SKILL1 S SKILL3 Time Bins Setup Reports Get latest Contact Center Data SelectAll Create Favourite Submit Cancel zl En Z Figure 126 Select Skillsets page e For information about using Skillset selection lists see page 92 e For information about using Favorites see page 92 Reporting for Contact Center Setup and Operations Guide 174 Reports Selecting Agents If you select to generate the Agent Audit Report you must select the Agents for which you want to generate the report The Select Agents page shown in Figure 127 Select Agents page appears e Nortel Reporting for Contact Center Microsoft Internet Explorer E ni x File Edit view Favorites Tools Help ay il e BR Lei S O O A A Dl Dawe rr TR 0993 Address ei http localhost rcc2 4 report pages agent select asp Go Links Select Agents Please select Agents to report on Select Agents
111. er Address Bar enter the IP Address of the Business Communications Manager in the following format https 10 10 10 1 Remember to substitute the IP Address of your Business Communications Manager for the 10 10 10 1 shown in the example Enter the username nnadmin and password in the BCM Login window Consult your network administrator for the password as this would have been changed from the default password of PlsChgMe On first installation of Nortel Element Manager The Welcome to BCM page appears 3 Click Administrator Applications The Administrator Applications page appears 4 From the Contact Center Applications list click Nortel Reporting for Contact Center Information about the Nortel Reporting for Contact Center application appears See Figure 20 Download the Reporting for Contact Center Software Reporting for Contact Center Setup and Operations Guide 38 Installation ortel BCM50 Ad ator Applicatio _ ini x File Edit View Favorites Tools Help ay Ou O HAG J gt Search Se Favorites Get LJ 17 m Si b 4 NORTEL Address fire C Documents and Settings grahami Local Settings Temporary Internet Files OLK28 ReportingforContactCenter mht Go Links gt a Home Contact Administrator Applications Administrator Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs SSH Client PuTTY Retrieve Logs Contact
112. ese Eee bae ca En ete Ua Peer eCa 97 Yo Weekly Schedules p age oerte rtt n avian at eee te E ep ne esi Doe RE 98 Add Weekly Schedule page bea eite o ur phe ee cie e et t ete e tet beet 99 Calendar for September 2003 nones tec te edet ite Hp eerie e Deiode eee e oed cip fee e upon 100 Add Weekly Schedule page example schedule essere eene 101 Weekly Schedules Skallsets eet eet rre b EES 102 Your Weekly Schedules page with a Schedule in the et 104 Edit Weekly Schedule p ge uisa geret Ee aree n te ene a eae 106 Your Monthly Sched les page oi 51e te te tte eerte e onere sa baee EEN 108 Add Monthly Schedule pages et e batnr ehe ERR E EEEE o ee ete crabe e Eee PO eo voee eng 109 Add Monthly Schedule page with a schedule example seen nennen 110 Monthly Schedule Skillsets page 112 Your Monthly Schedules page with a Schedule in the Det 114 Edit Monthly Schedule page s acce oet ep ED IE EE tenet dette ected 115 Real Time oE 1A AE DLP 117 Real Time Call Summary Real Time Sereens enne nennen nennen ene 118 Real Time Agent Summary Real Time Screen eese en etre 121 Real Time Call Detail Screen celi eti aE ai item e tet pere deed ete te oes 122 Agent Detail Real Time iret tete tr cate eee eei e o n Pet ope Eee ae ee oce rev 124 Agent Alarms Menu page sis decretos petis eet EE PN EE Ue Eee ERE NEP ERE de eee Feed Peste xe PE ex 127 Agent Alarms Setup EE 129 Agent Alarms Values page ege ste etti ete i E REPRISE Heo
113. ese calls is then recorded in the reports for the Skillset they have moved to not in the Skillset they leave From the point of view of any given Skillset Indirect Calls arrive in the Skillset after being handled by the Call Routing or Agents of another Skillet For example they may have overflowed from another Skillset or may have been manually transferred to the Skillset queue by an Agent from another Skillset Therefore a Call arriving into a Skillset that is not a normal Contact Center Call presented directly to the Skillset as described in the definition of a Direct Call is counted as an Indirect Call Whether the call overflowed to the Skillset in question or was moved to the Skillset by the Move to Queue Call Routing step or whether it was manually transferred to the Skillset Control DN it is counted as an Indirect Call The Grade of Service is a figure that is used to represent the level of service provided to incoming callers based upon Contact Center response times It is calculated as follows Presented Total Number of Direct Call transactions Presented to the Skillset Abandoned Calls which Abandoned gt Secondary Calls transactions answered after th Secondary Alert G of S Presented Abandoned gt Secondary x 100 Presented Incoming State Multimedia Call The Agent is engaged on an Incoming Contact Center Call either a PSTN or a Multimedia call The Incoming State is
114. ess See Figure 125 Opening Report s window Note If you close the Opening Report s window your remaining reports with the status Pending will not be generated Reporting for Contact Center Setup and Operations Guide 172 Reports _ 15 x NORTEL Opening Report s Answered Calls Report Done Abandoned Calls Report Done Abandoned Calling Line ID Report Pending Call Average Report Pending E Nortel Reporting for Contact Center Warning If you close this window your reports will not be launched Aso wait for the report to be fully launched before closing its window Click here and press F5 to refresh this page Figure 125 Opening Report s window Selecting Skillsets If you select to generate any of the following reports you must choose the Skillsets for which you want the reports generated Answered Calls Report Abandoned Calls Report Abandoned Calling Line ID Report Agent Capacity Report Call Average Report Agent Average Report Agent Profile Report Agent Activity Report Agent Audit Report NN40040 302 Reports 173 Activity Code Report by Skillset Activity Code Report by Agent Activity Code Report by of Pegs Summary Report Call Profile Report Incoming Call Report Agent Activity Report By Skillset Agent Average Report By Agent If you select to generate one of the reports in the list the Select Skillsets page shown in Figure 126 S
115. ession A number accompanies the status description in the form of SSx This indicates the Skillset associated with the call For example SS2 indicates Skillset 2 Duration Displays a timer that represents the time the Agent has spent in the current state If the Agent has been in the current state for a period in excess of the associated Agent Alarm the background of this cell turns red See Agent Alarms Answered Call Center Calls Hour Day Answered Call Center Calls Hour Day indicates the number of Contact Center Calls that this Agent has answered in the current hour and in the current day Outgoing Calls Hour Day Outgoing Calls Hour Day indicates the number of Outgoing Calls that this Agent has made in the current hour and in the current day Answered Non Contact Center Calls Hour Day Answered Non Contact Center Calls Hour Day indicates the number of Non Contact Center Calls that this Agent has answered in the current hour and in the current day Check Agent Alarms Click Check Agent Alarms to update any Agent Alarms that had been set through Reporting for Contact Center after the Agent Detail Real Time screen had been opened NN40040 302 Using Reporting for Contact Center 127 Agent Alarms The Agent Alarms option allows you to set Real Time thresholds that operate with reference to the Contact Center activity of the Agents For example you can specify average durations of Incoming or Outgoing calls and Nortel Reporti
116. et Information Services E EI ITEL 99IMRQTGDN local computer _J admin pages _J Application Pools B Web Sites Efl Default web Site javadist Zei Viewer J images _J private J _vti_cnf _J wt log J wti pvt _J ol script J vi txt _J Web Service Extensions _ configuration pages _J css _J error pages _J help images _J help pages _J images is _J login images _J main _J realtime_pages _J realtime setup _J report pages _J schedule pages _J scripts _J wallboard pages B default asp Default sn ene dak Figure 45 Selecting RCC NN40040 302 Installation 53 11 Right click RCC and select Properties The RCC Properties dialog box appears See Figure 46 RCC Properties 12 In the Application pool list select Nortel Virtual Directory Documents Directory Security HTTP Headers Custom Errors The content For this re ei C A share located on another computer C A redirection to a URL Local path C Program Files Nortel Networks Repo Browse IT Script source access I Log visits IV Read IV Index this resource Jh write Directory browsing Application settings Application name Remove Starting point Default Web Ste zc Configuration S Execute permissions Scripts and Executables Application pool DeFaultAppPoo Unload Figure 46 RCC Properties 13 Click OK Upgrading Reporting for Contact Ce
117. freshed approximately every 3 seconds These displays are called the Real Time Screens Information can also be displayed on hardware and software TCP IP enabled wallboards to provide Real Time information to the Contact Center Agents A collective term for the Abandoned Time Bins and the Answered Time Bins If a Supervisor is monitoring an Agent the Supervisor is displayed in the Real Time screen The Status column will display Monitoring with a gold background Transmission Control Protocol Internet Protocol a protocol developed by the US Department of Defense for communications between computers It has become the de facto standard for data transmission over networks including the Internet TCP and IP are transport and address protocols TCP is used to establish a connection for data transmission and IP defines the method for sending the data in packets A string of text displayed on the top line of a wallboard This restricts the wallboard to being able to display three parameters only A User is a person who has been allocated a Username and Password to allow them to use Nortel Reporting for Contact Center Users can configure some elements of their usage of Nortel Reporting for Contact Center but they do not have the same scope for configuration as an Administrator Reporting for Contact Center Setup and Operations Guide 180 Glossary Unstaffed Calls Calls that were presented to the Skillset when there were
118. ges get_w_schedule_skillsets asp sSelectedReports 3 2 1 6 amp sReportTime 08 30 amp sRe EI Go Links Weekly Schedule Skillsets Please highlight the Skillets you wish to include in the print schedule Print Schedules e Daily Schedules Weekly Schedules Name Monthly Schedules Skill amp 3 Delete Select Skillsets Favourites Real Time e Agent Alarms Wallboard Setup Time Bins Setup Reports Select All Create Favourite Submit Cancel e 0 0 0 0 5 5 T LTT Bee 7 Figure 82 Weekly Schedules Skillsets For information about using Skillset selection lists see page 92 For information about using Favorites see page 92 In the example shown in Figure 82 Weekly Schedules Skillsets User Mary Smith used her Skill1 amp 3 Favorite to select the Development and Training Skillsets NN40040 302 Using Reporting for Contact Center 103 To save your Weekly Schedule Skillsets selections click Submit The Your Weekly Schedules page appears To leave the Weekly Schedule Skillsets page without saving any changes click Cancel The Your Weekly Schedules page appears Saving Your Weekly Schedule To save your Weekly Schedule click Submit The Your Weekly Schedules page shown in Figure 83 Your Weekly Schedules page with a Schedule in the list appears The page shows the schedule you created In the example the schedule name is Weekly Calls To leave the
119. hedule you are prompted for the Agents and or the Activity Codes you wish to include in these Reports These steps are described on pages 176 Agent Audit Report 176 Activity Code Report by Skillset 176 Activity Code Report by Agents and 176 Activity Code report by of Pegs From the User Main Menu page shown in Figure 69 User Main Menu page select Print Schedules to view the Print Schedules page shown in Figure 70 Print Schedules page As shown in the figure the Print Schedules options are as follows Daily Schedules see Daily Schedules Weekly Schedules see Weekly Schedules Monthly Schedules see Monthly Schedules NN40040 302 Using Reporting for Contact Center 87 ortel Reporting for Contact Cente oso erne plore lol x File Edit view Favorites Tools Help ay Q O ix EN C3 JO Search Se Favorites Lat er JOGA Address e http localhost rcc2 4 schedule pages schedule index asp D Go Links Print Schedules Mary please select the print schedules you wish to view from the menu on Print Schedules e the left Daily Schedules Weekly Schedules Monthly Schedules RealTime Agent Alarms Wallboard Setup Time Bins Setup Reports H DIE e 7 Figure 70 Print Schedules page Daily Schedules Select Daily Schedules to view the Your Daily Schedules page shown in Figure 71 Your Daily Schedules page Initially the page does not display any schedules
120. ick the double right arrow button gt gt or the double left arrow button gt gt to assign or un assign all the Skillsets Note To assign or un assign more than one Skillset name in the Assigned Skillsets or Unassigned Skillsets list hold down the Control Ctrl key and click different Skillset names in the list Click the gt or lt button to assign or un assign those selected Skillsets in one step 5 When you have assigned or unassigned the Skillsets for a User click Submit The Skillset Assignment page shown in Figure 59 Skillset Assignment page appears Maintenance The Maintenance option allows you to check the System Status and to start or stop the XML data feed logging NN40040 302 Administration 77 Select Maintenance to view the Maintenance Menu page shown in Figure 62 Maintenance Menu page E Nortel Reporting for Contact Center Microsoft Internet Explorer m Dj x File Edit View Favorites Tools Help ay EN CH le M Qm O d BO ace Zosen OC R G A Address e http localhost rcc2 4 admin pages maintenance index asp D Go Links m NORTEL Administration Maintenance Menu Please select an option from the maintenance menu on the left hand side to Contact Center Connection e continue System Administration e Maintenance System Status Logging Company Details Reporting e za El pel dl pl pl el SIE 7 Figure 62 Maintenance Menu page The Mainten
121. ill1 amp 3 When a Favorite is created it appears in the Favorite List at the top of the page Note Many pages within Nortel Reporting for Contact Center allow you to use S lists and Favorites and the techniques described here apply also to all those other pages AII Reporting for Contact Center Setup and Operations Guide 94 Using Reporting for Contact Center the Favorites you create are accessible from any point within Nortel Reporting for Contact Center that allows you to use Favorites Mary Smith clicked Select beside her new Favorite Skill1 amp 3 and the two associated Skillsets are selected for her Saving your Daily Schedule 1 To save your Daily Schedule click Submit The Your Daily Schedules page shown in Figure 76 Your Daily Schedules with a Schedule in the List appears The page shows the Daily Schedule that you created To leave the Daily Schedule Skillsets page without saving any changes click Cancel The Your Daily Schedules page appears See Figure 71 Your Daily Schedules page Note If you included the Agent Audit Report the Activity Code Report by Skillset Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports in your Print Schedule you are prompted for the Agents and or the Activity Codes you wish to include in these Reports These steps are described on pages 176 Agent Audit Report 176 Activity Code Report by Skillset 176 Activity Code Report by Agents and 17
122. ill1 amp 3 See Figure 75 Save Favourites page To select these skillsets for Agent Alarms Setup she selected Skill1 amp 3 from her favorites list and Nortel Reporting for Contact Center automatically selected the Skilll and Skill3 e Foradiscussion of using Skillset selection lists see page 92 e For a discussion on using Favorites see page 92 NN40040 302 Using Reporting for Contact Center 129 Z Nortel Reporting for Contact Center Microsoft Internet Explorer lol xl File Edit View Favorites Tools Help a Q ax X r ix B T JO search Sie Favorites Ol GZ z m Gi wa X Address e http localhost rcc2 4 realtime setup real time agent setup asp gt Go Agent Alarms Setup Please select the Skillsets for which you wish to configure Real Time agent Print Schedules e thresholds RealTime Skillset list SKILL1 Agent Alarms e SKILL3 Agent Alarms Setup Wallboard Setup Time Bins Setup e Reports Assign values CM ell asf fal ast Eee 7 Figure 97 Agent Alarms Setup page When you select your Skillset click Assign values to view the Agent Alarms Values page shown in Figure 98 Agent Alarms Values page The Agent Alarms Values page allows you to specify threshold values for the following Agent activities also called Agent states Available Agent is free to take a call Internal Call Agent is on an intercom call Outgoing Call Agent has placed a call to an external pa
123. incoming calls answered within each of the periods specified in the Answered Time Bins A seventh period is also used in the reports which gathers information on all calls that were answered after the period specified by the sixth Answered Time Bin The Agent is ready to take Incoming Calls The Available State is shown as blue in the Real Time Screens The period allocated to Agents following clear down of an Incoming Contact Center Call also known as Wrap Up and Post Call Completion Break Time is displayed in the Real Time Screens as dark green Answered means the Call was not abandoned and it did not require the involvement of another Skillset in the handling of the call The count of all the calls presented to a Skillset both Direct a normal Contact Center call delivered straight into the Skillset and Indirect the Call arrived in the Skillset in some other way NN40040 302 178 Glossary Direct Call Calls Handled In Another Skillset Indirect Call Grade of Service From the point of view of any given Skillset Direct Calls are calls that were presented directly to that Skillset That is the incoming caller was handled by the Call Routing and was presented by the Call Routing directly to the Skillset in question Calls that have left a Skillset and entered another Skillset because of an Overflow Rule or any other Routing Condition or Step The fate of th
124. isplayed See the list of available parameters on page 138 and the discussion of parameter abbreviations being replaced with numerical values on page 133 Figure 107 Add Message page example text shows an Add Message page with a message example NN40040 302 Using Reporting for Contact Center 145 Zi Nortel Reporting for Contact Center Microsoft Internet Explorer M 10 x File Edit View Favorites Tools Help iv Qs X r x B Tp Yo Search Se Favorites La s d os 3 Address E http localhostjrcc2 4 wallboard pages add message asp skillsets 0 1 2 3 Eco Links Si Add Message Please input your new wallboard message below Insert XX to display a Print Schedules parameter in the message There are AN Agents Not Ready Please return to Available zi Cancel Real Time Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports TTT TT Kitenge 7 Figure 107 Add Message page example text In the example User Mary Smith entered the following message in the Add Message text field There are AN Agents Not Ready please return to available The parameter abbreviation AN represents Agents Not Ready When this message is displayed on a wallboard the current numerical value of AN is inserted in the message instead of the AN symbol If the
125. l Solutions Center 12 Getting Help through a Nortel distributor or reseller ssssseeeeenne 12 Introduction io iio222222 5222222252222222522322225253 222552322525253 022 52 02550 90 050255025255 13 Web Based User Interface 13 Language Tele 13 Administrators and HRC 14 Assigned SKINS6ts EE 14 SQL Historical EE 14 Eu EE 14 PG Requirements ee dE ae et adieedi eva Au ea aaa Wn eel 15 Recommended Minimum PC Specification for BCM 4 0 and BCMBO 30 15 Operating System Compatibility esses eene nnne 16 Recommended Minimum PC Specification for BCM50 2 0 with CCRS Installed 16 Operating System Compatibility sessssssssssesesees eere nennen nnns 17 Recommended Minimum PC Specification for BCM50 2 0 on a PC with only CCRS installed 17 Operating System Compatibility sessssssssseseseees eene 18 oC ATION eebe ee 19 Introd ctor athens deb E cu LN Nc tx bs dtp A ste LA LUI 19 Upgrading to Reporting for Contact Center 19 Upgrading a Previous Version of Reporting for Contact Center 19 Deleting Temporary Internet Files sseseeeenenee nennen nnne 20 Installation prerequisites eleeeesseeeesisseeeeeseseeeneneeennnnn nnne nnt nn nnns n etre nnne 21 Installing the CCRS for BCMS50 20 21 Testing and changing the configuration of CHE 29 Reinstalling or updating the CCRA 29 Installing Microsoft In
126. l information regarding your Internet Information Services You can see the current version number and additional information about where to find extended help for Internet Information Services If you see a Page Cannot be Displayed screen re install the Internet Information Services and reboot the Web Host PC Note On Windows NT you must upgrade Internet Information Services to Version 4 This version is available on the Windows NT Options pack CD NN40040 302 Installation 35 To ensure correct operation of Nortel Reporting for Contact Center observe the following points The IP address setting for the default web site should be All Unassigned or the IP address setting for the default web site should be 127 0 0 1 and the host header should be localhost The port should be set to 80 Ports 3309 3500 6010 and 6011 must not be blocked by local firewalls Port Numbers used by Nortel Reporting for Contact Center The list below gives all the port numbers used by Nortel Reporting for Contact Center on the Web Host PC Port 80 this is the standard port used by the Web Server the Web Host PC for Internet Information Services Port 8088 used for the Reporting Server in the Business Communications Manager Port 3306 used for MySQL Server 3 23 53 this will be present if Reporting for Contact Center was installed as an upgrade to a previous version of Reporting for Call Center from BCM 3 6 or BCM 3 7 Port 3309
127. leave the Edit Weekly Schedule page without saving any changes click Cancel The Your Weekly Schedules page shown in Figure 78 Your Weekly Schedules page appears NN40040 302 Using Reporting for Contact Center 107 Delete Click Delete to remove the Schedule from the system and remove its listing from the Your Weekly Schedules page You are prompted to confirm the deletion When you confirm the deletion the Your Weekly Schedules page shown in Figure 78 Your Weekly Schedules page appears Monthly Schedules On the Print Schedules page shown in Figure 70 Print Schedules page select Monthly Schedules to view the Your Monthly Schedules page See Figure 85 Your Monthly Schedules page Initially the page does not show any schedules The Add Monthly Schedule page allows you to specify which reports you wish to include in the Schedule and when to print the scheduled reports You can also specify which period of the day the reports contain You must specify a name for your Schedule and the printer on which you wish to generate the reports Reporting for Contact Center Setup and Operations Guide 108 Using Reporting for Contact Center a Nortel Reporting for Contact Center Microsoft Internet Explorer lol xl File Edit View Favorites Tools Help a Qx O 1X 2 serch ye 2m JOSS Address e http localhost rcc2 4 schedule pages monthly schedules asp gt Go Your Monthly Schedules Your monthly print
128. lert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Secondary Alert Note that this is mutually exclusive with the Primary Alert If any calls have waited in excess of the Secondary Alert the background to this cell changes to red Overflow Overflow indicates the number of currently waiting Calls that have waited in excess of the Contact Center Overflow Threshold Note that this does not mean the call has overflowed but the Contact Center is actively looking through the overflow rules that were defined for this Skillset to find a means of answering the call That is this call is likely to overflow shortly If any calls have waited in excess of the Overflow Threshold the background to this cell changes to red Note that if a call had passed the overflow threshold in one Skillset and was then moved to another Skillset due to the call routing that was configured the call appears in the new Skillset and the cell background is red because this call has already passed the overflow threshold of the original Skillset Abandoned Hour Day Abandoned Hour Day indicates the number of calls that were abandoned in the Skillsets in the current hour and in the current day Answered Hour Day Answered Hour Day indicates the number of calls that were answered by the Agents in the Skillsets in the current hour and in the current day Disconnected Hour Day Disconnected Hour Day indicates the number of cal
129. llboard 136 137 138 140 Administration Menu 62 63 64 66 73 77 81 Administrator 11 13 14 22 23 35 37 39 55 58 59 63 64 65 66 68 69 70 82 83 120 131 134 138 158 162 177 179 Administrator Clients page 37 Agent 66 85 86 94 103 112 121 124 125 126 127 128 129 130 137 166 172 173 174 175 177 178 179 Agent Activity Report 172 173 Agent Activity Report By Skillset 173 Agent Alarms 85 126 127 128 129 130 Agent Audit Report 86 94 103 112 172 174 Agent Average Report 172 173 Agent Average Report By Agent 173 Agent Capacity Report 172 Agent Detail 124 126 Agent Profile Report 172 Agent Selection 174 175 Alarm Messages 133 Alarm Periods 149 150 152 Alarm Thresholds 133 Answer Time Bins 161 Answered Call 91 101 110 126 134 161 172 177 Answered Calls Report 172 Assigned Skillsets 14 74 75 76 Available 121 125 129 132 177 179 B Brazilian Portuguese 13 Break Time 122 125 126 177 Browser 37 62 Business Communications Manager 13 35 37 59 Buzzer 138 C Call Average Report 172 Call Detail 120 122 Call Profile Report 173 11 Call Routing 178 CallPilot 13 59 75 Canadian French 13 CCRS 15 16 17 59 Chat session 126 178 Client PC 118 167 Company Details 63 81 Contact Center 11 13 15 19 21 23 26 27 28 29 35 36 37 57 58 59 60 61 63 66 75 90 100 110 11
130. ls that were disconnected by the call center in the current hour and in the current day Reporting for Contact Center Setup and Operations Guide 124 Using Reporting for Contact Center On Hold Indicates how many calls are placed on hold Longest Waiting Time Longest Waiting Time indicates the waiting time of the call that has waited the longest of the list of currently waiting calls Unread Skillset Mailbox Msgs Indicates the number of voice mail messages in the Skillset Mailbox that have not be listened to If any messages have not been listened to the cell background is red GOS GOS indicates the Grade of Service being offered to incoming callers Real Time Agent Detail Figure 95 Agent Detail Real Time shows a detailed display of the individual status of the logged in Agents together with statistics relating to calls answered and made by the Agents These statistics update in real time Nortel Reporting for Contact Center Microsoft Internet Explorer provided by BTopenworld NORTEL Agent Detail are currently viewing Skillsets skill1 skill2 skill6 skill8 skill7 skill9 skill 10 skill3 skill4 skill5 skill11 skill20 skill19 skill18 skill 17 skill 16 skill 15 skill 14 skill 13 skill 12 Answered Non Contact Centre Logged Answered Contact in ss Status Duration Centre Calls Outgoing Calls Calls Hour Day Hour Day Hour Day Not Read 951753 n lo ojo ol ulti
131. lsets that you see are the skillsets you selected on the Real Time page shown in Figure 91 Real Time page The summary provides information about calls that are in the Skillset queues waiting to be answered together with some statistics regarding calls that are completed These statistics update in real time The following sections describe the available information for each of the selected Skillsets Waiting Waiting indicates the number of calls that are currently waiting in the Skillset queues to be answered Delayed NN40040 302 Using Reporting for Contact Center 119 Delayed indicates the number of calls that are currently in a delayed state that is having reached the contact center but have not been forwarded to a skillset Primary Alert Primary indicates the number of currently waiting Calls that have waited in excess of the Contact Center Primary Alert Note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell changes to yellow Secondary Alert Secondary Alert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Secondary Alert Note that this is mutually exclusive with the Primary Alert If any calls have waited in excess of the Secondary Alert the background to this cell changes to red Overflow Overflow indicates the number of currently waiting Calls that have waited in e
132. m PC Specification for BCM50 2 0 on a PC with only CCRS installed IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 1 5 GHz minimum Memor 256 MB minimum Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible pointing device Microsoft Internet Explorer version 5 or higher Reporting for Contact Center Setup and Operations Guide 18 Introduction Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For the CCRS application 1 GB minimum Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows 2000 Professional Windows XP Professional 2002 NN40040 302 19 Installation 3 Introduction This chapter describes the installation prerequisites and the procedure for installing the Nortel Reporting for Contact Center software on the Windows Personal Computer that is designated as the Web Host PC The Web Host PC communicates with
133. me You can select multiple reports 4 To include the reports from a particular day in the Schedule select the check box beside that day You can select multiple days Reporting for Contact Center Setup and Operations Guide 90 Using Reporting for Contact Center Note Daily Reports print on the day following the day which is being reported That is if you select a Daily Report Schedule for Monday it prints on Tuesday This ensures that the report day has completely elapsed when the reports are generated 5 To specify which printer generates the reports select a printer name from the Select printer list This list includes all the printers that are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC 6 The Report period start time and Report period end time lists allow you to specify the period within each day for which the reports are generated For example if your Contact Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Contact Center open and 18 00 to see if a late surge of calls occurs Figure 73 Add Daily Schedule page example settings shows example settings that User Mary Smith configured for her Daily Schedule e Nortel Reporting for Contact Center Microsoft Internet Explorer 5 xi File Edit view Favorites Tools
134. message she saved as shown in the example Mary Smith also entered a message that will be used in a schedule This message is a text message only and does not include any parameter abbreviations This message will be use later in a Schedule The text of the other message is Morning Shift Logout Afternoon shift Login After messages are assigned to these Skillsets they can be used in Alarms or Schedules NN40040 302 Using Reporting for Contact Center 147 You can use the Edit button to edit the details of a Message and you can use the Delete button to remove a message from the list Alarms Select the Wallboard Setup Alarm option to view the Assigned Alarms page shown in Figure 109 Assigned Alarms page Nortel Reporting for Contact Center Microsoft Internet Explorer ini x File Edit View Favorites Tools Help ay Oa O x 2 5 JO sex S f Favorites lc A Ga el 3 Address E http localhostjrcc2 4 wallboard pages wallboard alarms list asp skillsets 0 1 2 3 EI Go Links Assigned Alarms Your alarms appear below Print Schedules You do not have any alarms configured for this Skillset RealTime o B Agent Alarms e Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports zi Df a 77 Figure 109 Assigned Alarms page The Assigned Alarms list is empty initially
135. must be one of the parameters you chose to have displayed on your wallboard see Parameters Button on page 140 To specify a Static Alarm select No Message from the Message list Alarm Periods You can specify different Alarm conditions for a single Alarm for up to six Alarm Periods throughout a single day You define the Alarm Periods by specifying start times for each period Alarm Periods allow you to specify different Thresholds Comparisons and Messages for different periods of the day for a single Alarm An Alarm period is in operation when its start time has passed and before the start time of the next period has been reached Note If only one Alarm Period is configured then that Alarm Period is in operation 24 hours a day In the example shown in Figure 111 Example Settings for a Multi Alarm Period Alarm User Mary Smith configured an Alarm with three time periods for one of her Skillsets NN40040 302 Using Reporting for Contact Center 151 Sl Nortel Reporting for Contact Center Microsoft Internet Explorer e nj x File Edit View Favorites Tools Help a Qa x B FN JO search Se Favorites Ol Qr A JOGI Address ET http localhost rec2 4 wallboard _pages add_alarm asp skillsets 0 1 2 3 Eco Links gt Add Alarm Please input the details of the alarm below An alarm will only be saved if a Print Schedules e threshold value has been entered RealTime e Wallboard Skillset
136. n 40 Figure 25 License Agreement Dialog Box 41 Figure 26 Choose Destination Location Dialog Box 41 Figure 27 Setup Status Dialog BOX oreet EENEG sir ee aor epp ds 42 Figure 28 ODBC Driver Installation Dialog 42 Eigure 29 MySQL 3 Port Setter Dialog enner sa deepest Soa siete bete deci a ee EEN 43 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Figure 36 Figure 37 Figure 38 MySQL 4 Port Setter Dialog iie deri aoi pest rct Re RU TE o A 43 Database Installation Dialog ui tete teret rere t e E E EE Ee ee 44 Java Installation Dialog e iii Reprod eta ee eld e agunt 44 Installation Complete Dialog Box 20 tenete rte ete reste E SE SEEKER e Tp He e x eae Ek aede ee ont 44 Windows Security Center Wipdouw esee eee Ee Ea E E enne tne ae EEEE RO nennen nnne 45 Windows Firewall Dialog Box AE 46 Advanced Settings Dialog Box nre IRR Det EE 47 Add a Port Dialog Box tna eene ed AE 47 IIS Main Window with Web Service Extensions Selected seen 48 Figure 39 IIS Manager with the RCC Folder Selected eese eene nnne nennen ener 49 Eig re 40 RCC Properties Dialog BOX eii eee diede iei ee Rb e pedido te iei e Pe peius 49 Figure 41 Application Configuration Dialog Bon 50 Figure 42 Options Tab eerte dre heit oa t ecd dede eR eie ie e meds 50 Figure 43 Add New Application Pool Dialog Bos 51 Figure 44 Application Pool Identity Tab 52 Figtire 4
137. n the number of incoming calls in the day equals 1201 one higher than your previous highest total This avoids the message being repeatedly sent as calls continue to come in and the ID figure rise At the end of that day you would then note your n highest ID figure and edit the Alarm to reflect your new record Incoming Calls in the Day total Greater than or equals to Use this type of comparison to monitor a parameter against some upper limit That is you wish to be informed if the parameter value ever meets the Threshold you supply For example if you wish an alarm to be triggered if the number of Agents who have made themselves Not Ready rises above 4 you would use AN gt 4 Reporting for Contact Center Setup and Operations Guide 150 Using Reporting for Contact Center 5 In the Threshold field enter a numerical threshold against which the parameter value is compared Nortel Reporting for Contact Center automatically understands whether the figure you supply represents Agents for parameters such as AN and AO Calls for parameters such as ID and OD Seconds for parameters such as QT Percentages for parameters such as SD 6 In the Message list select the message that is sent when the alarm is triggered Note A Static Alarm does not have an alarm message In the case of a Static Alarm the parameter value is displayed in flashing red on the wallboard For this type of Alarm to be effective the parameter
138. n Administrator Administration appears in the blue bar at the top of each Administration page E Nortel Reporting for Contact Center Microsoft Internet Explorer z ni xi File Edit View Favorites Tools Help a Q sxx KH v x B T Jj Search Se Favorites E 2 X Q Si X Address e http localhost rcc2 4 admin pages admin index asp Go Links NORTEL Administration Administration Menu Welcome Contact Center Connection Please select an option from the left hand side to continue System Administration Maintenance e Company Details Reporting e RH Lf Local intranet Ui Figure 52 Administration Menu page The available Administrator options appear in the navigation pane on the left side of the page For information about the Contact Center Connection refer to Contact Center Connection on page 58 The following sections describe the System Administration Maintenance Company Details and Reporting options Reporting for Contact Center Setup and Operations Guide 64 Administration System Administration Select System Administration to view the System Administration Menu page shown in Figure 53 System Administration Menu page Nortel Reporting for Contact Center Microsoft Internet Explorer provided by BTopenworld File Edit View Favorites Tools Help Qe X x a A Search Sf Favorites amp B d n 3 Address al http localhost rc
139. n enter the details of your next new User If you decide not to add more Users at this time you are returned to the User Admin page shown in Figure 55 User Admin page The newly added User now appears in the list of configured users on the User Admin page To view details about a specific User select the User s name from the list Click the Edit button next to selected User to Edit the details of the user see Edit Users To Delete the User from the system click on the Delete button see Delete Users To reset their password NN40040 302 Administration 71 to 0000 if they have forgotten their password click on the Reset Password button see Reset Password Reporting for Contact Center Setup and Operations Guide 72 Administration Edit Users To edit User details select the User from the list of configured users and click Edit The Edit user page shown in Figure 58 Edit User page appears File Edit View Favorites Tools Help ay Q O x 2 75 JO search S f Favorites OZ A JAGA Address Je http localhost rcc2 4 admin_pages edit_users asp userID 63 D Go Links si NORTEL Administration Edit User The details of the user appear below Contact Center Connection e First name Mary System Administration e tase Name mh 1 System Admin Settings User Admin RCC Username MaryS Skillset Assignment Language United Kingdom English Maintenance Assign Wallboards M
140. nanswered Help Request Report Please select the days for which you wish to have reports generated IT Sunday Iv Monday M Tuesday M Wednesday IT Thursday Iv Friday I Saturday Select printer Canon iR5000 6000 PCL5e x Report period start time o0 DI oo Report period end time 23 D 59 D Print time o6 D 30 Submit Cancel H m Local intranet A Figure 77 Edit Daily Schedule page This page is set up exactly like the Add Daily Schedule page except the fields and check boxes are populated with the settings of the Schedule you are editing In the example you are editing the AnswAban schedule Make any necessary changes and click Submit Your Daily Schedules page appears See Figure 76 Your Daily Schedules with a Schedule in the List To leave the Edit Daily Schedule page without saving any changes click Cancel The Your Daily Schedules page appears See Figure 76 Your Daily Schedules with a Schedule in the List Reporting for Contact Center Setup and Operations Guide 98 Using Reporting for Contact Center Delete Click Delete to remove the Schedule from the system and to remove its listing from the Your Daily Schedules page You are prompted to confirm the deletion When you confirm the deletion the Your Daily Schedules page appears Weekly Schedules On the Print Schedules page shown in Figure 70 Print Schedules page select Weekly Schedules to view the Your Weekly Schedules
141. ndex this resource Iv write Directory browsing Application settings Application name Remove Starting point Default Web Site gt rcc Configuration Yv Execute permissions Scripts and Executables Application pool DeFaultAppPoo Unload Figure 40 RCC Properties Dialog Box 2 Click Configuration The Application Configuration dialog box appears See Figure 41 Application Configuration Dialog Box Reporting for Contact Center Setup and Operations Guide 50 Installation Application Configuration JV cache ISAPI extensions CAWINDOWSAsystem p dll C WINDOWS system32 inetsrv asp dll C WINDOWS system32 inetsrv asp dll CAWINDOWSIsystem32linetsrvihttp Figure 41 Application Configuration Dialog Box 3 Click the Options tab to view configuration options See Figure 42 Options Tab Application Configuration Figure 42 Options Tab 4 Ensure the Enable parent paths option is selected NN40040 302 Installation 51 5 Click OK From the Properties dialog box click OK Change 3 Create a new Application pool and add RCC to it Perform the following steps to create a new application pool and to add RCC to the application pool 1 2 Open the IIS Manager Right click Application Pools and select New gt Application Pool The Add New Application Pool dialog box appears See Figure 43 Add New Application Pool Dialog Box
142. ned to them by the System Administrator Users with the Administration Box Checked User Administrators These are Users who were created with the Administrator check box selected These Users can perform configuration and editing activities on other Users including creating Users and assigning Skillsets to them They cannot change their own settings however apart from resetting their own password If the Wallboard check box was selected when their own account was created they can assign and work with Wallboards User Administrators have access only to the Skillsets that were assigned to them by the System Administrator You should designate a User as an Administrator only if the designation is required so that the User can specify and change fundamental configuration settings within Nortel Reporting for Contact Center System Administrator This is the default Administrator account that is created when Nortel Reporting for Contact Center is installed This User has full access to the system and to all configuration options They can create edit and delete Users and they can assign Skillsets to Users They can also reset User passwords including the System Administrator s password Note that they are the only user who can do this The System Administrator has access to any Skillset Table 1 Administrator and User Permissions Note The default password for all new Users is 0000 The first time they login to Nor
143. ng day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Contact Center open and 18 00 to see if there is a late surge of calls Figure 87 Add Monthly Schedule page with a schedule shows an example Monthly Schedule that User Mary Smith configured Nortel Reporting for Contact Center Microsoft Internet Explorer iol x File Edit View Favorites Tools Help ae Q sxx 7 x el FN JO search Ty Favorites Ol B X kend Li wa Si 33 Address e http localhost rcc2 4 schedule pages add monthly schedule asp DI Go Links sl Add Monthly Schedule Schedule Name Select printer Print Schedules MonthlyCalls Canon iR5000 6000 PCL5e D Daily Schedules e Weekly Schedules Please select a report Report period start time Monthly Schedules Agent Activity Report o0 D 00 D Agent Activity Report By Skillset Real Time Agent Audit Report I Agent Average Report Agent Alarms I Agent Average Report By Agent Print time _ Agent Capacity Report 06 d 30 Wallboard Setup e Agent Profile Report Cancel EE M Abandoned Calling Line ID Report es ee Time Bins Setup Iv Abandoned Calls Report M Answered Calls Report M Call Average Report I Call Profile Report IT Incoming Call Report IT Summary Report Activity Code Report By of Pegs Acti
144. ng for Contact Center will highlight Agents who have been on a call longer than the specified threshold From the User Main Menu page shown in Figure 69 User Main Menu page select Agent Alarms to view the Agent Alarms page shown in Figure 96 Agent Alarms Menu page Sli Nortel Reporting for Contact Center Microsoft Internet Explorer d ni xi File Edit View Favorites Tools Help E Ge X r sl EN AD JO search Se Favorites Ol Get m X L e wa Si 3 Address e http localhost rcc2 4 realtime setup realtime setup index asp gt Go Links 2 Agent Alarms Please select an option from the Agent Alarms Setup menu on the left hand Print Schedules e side to continue Real Time e Agent Alarms Agent Alarms Setup Wallboard Setup e Time Bins Setup Reports e H E El d EH gl ET 7 Figure 96 Agent Alarms Menu page Reporting for Contact Center Setup and Operations Guide 128 Using Reporting for Contact Center Select Agent Alarm Setup to view the Agent Alarm Setup Skillset selection page shown in Figure 97 Agent Alarms Setup page This page allows the User to select their assigned Skillsets for which they wish to establish the Agent Alarms settings In the example shown in Figure 97 Agent Alarms Setup page the Skillset list shows the Skillsets that User Mary Smith selected In a previous example User Mary Smith saved SKILL1 and SKILL3 to her favorites list and named the favorite Sk
145. ng is on you see a Deactivate Logging button instead of the Activate Logging button Click Deactivate Logging to stop logging as shown in Figure 65 Logging Menu page with logging stopped Note You normally stop this log only upon the instruction of Support Personnel Reporting for Contact Center Setup and Operations Guide 80 Administration Nortel Reporting for Contact Center Microsoft Internet Explorer ni x File Edit View Favorites Tools Help ay Qa O 9 A 5 vemm Ei BM OOD 3 Address e http localhost rce2 4 admin_pages logging asp all gt EI Go Links gt NORTEL Administration Logging Menu This section allows logging to be activated to allow diagnostic output relating Contact Center Connection to reporting for call center to be collected From this screen you may activated logging or view details about existing logs System Administration e Logging is deactivated please click the button to activate Maintenance Activate logging Clear Log Window System Status Logging Log data appears below Log Stopped Company Details Reporting H Log files location C Program Files Nortel Reporting For Conta Submit Figure 65 Logging Menu page with logging stopped When logging stops you again see the Activate Logging button Click Activate Logging to again start logging Click Clear Log Window to clear any text from the Log Data Window Clearing the
146. ng messages Scrolling Messages are either manually dispatched messages Alarm messages or Scheduled messages Scrolling messages move from right to left across the wallboard until the whole message has been displayed at least two times An audible alert for scrolling messages is optional Note On the ipView SoftBoard the scrolling messages do not scroll they are displayed in their entirety in a window for the duration that it would take for that message to scroll at least two times on the hardware wallboard Also note that the numerical NN40040 302 Using Reporting for Contact Center 133 parameter display is removed from ipView SoftBoard for the duration of the message display Note The User must ensure that spaces are placed at the end of each word when creating messages for the ip View SoftBoard otherwise the full message can not display the full message if it is a long string of characters without any spaces Scrolling messages are displayed on the wallboards under the following three circumstances A Contact Center statistic has entered an Alarm state generating an Alarm message A predefined time has arrived generating a scheduled message A User has generated and dispatched a message Instant manual message Nortel Reporting for Contact Center can be configured to provide an audible alert for any of these scrolling messages A scrolling message can be up to 64 characters in length and can contain parameter v
147. no Agents logged in to handle those calls Wallboard This is a device that is used to display Contact Center statistics and messages to the Agents and other Contact Center staff Nortel Reporting for Contact Center TCP IP enabled Hardware Wallboards and SoftBoard from the ipView range of wallboards NN40040 302 181 References 10 Keycode Installation Guide NN40010 301 Document Version 02 01 September 2006 Reporting for Contact Center Reports Explained NN40010 600 Document Version 03 01 September 2006 3 Contact Center Set Up and Operation Guide NN40040 301 Document Version 01 01 September 2006 4 Reporting for Contact Center Troubleshooting and Maintenance Guide NN40020 402 Document Version 02 01 September 2006 N e NN40040 302 182 Index Index A Abandon Time Bins 161 177 Abandoned 91 101 110 119 120 123 132 161 163 172 177 178 179 Abandoned Call 91 101 110 161 172 177 Abandoned Calling Line ID Report 172 Abandoned Calls Report 172 Abandoned Time Bins 161 163 177 179 ActiveX Report Viewer 13 Activity Code 86 94 103 112 166 167 168 173 175 176 Activity Code Report by of Pegs 86 94 103 112 173 Activity Code Report by Agent 86 94 103 112 173 175 Activity Code Report by Skillset 86 94 103 112 173 175 Activity Code Selection 175 Add Alarm 147 148 Add Message 143 144 145 146 Add User 67 68 70 72 131 Add Wa
148. nother Check for the latest updates from firewall Windows Update Setup Automatic Updates to download and install critical updates automatically Get support for security related issues Install antivirus software and keep it turned on and up to date Get help about Security Center What s new in Windows to help protect my computer Manage security settings for o Automatic Updates At Microsoft we care about your privacy Please read our privacy statement Figure 34 Windows Security Center Window Reporting for Contact Center Setup and Operations Guide 46 Installation 2 Click Windows Firewall The Windows Firewall dialog box appears See Figure 35 Windows Firewall Dialog Box Windows Firewall General Exceptions Advanced Network Connection Settings Windows Firewall is enabled for the connections selected below To add exceptions for an individual connection select it and then click Settings SES Local Area Connection UTV Intemet Wireless Network Connection Security Logging You can create a log file for troubleshooting purposes ICMP With Intemet Control Message Protocol ICMP the computers on a network can share error and status information Default Settings To restore all Windows Firewall settings to a default state click Restore Defaults Gees eege Figure 35 Windows Firewall Dialog Box 3 Select the Advanced tab and select Local Area C
149. nter Following an upgrade from one release of Reporting for Contact Center to another you must repeat the steps in Change 2 Allow IIS 6 to see the Path to the RCC Folder You do not need to repeat other changes in this section Settings Required for Windows 2003 Server IIS 6 Reporting for Contact Center Setup and Operations Guide 54 Installation NN40040 302 55 Administration 4 This chapter describes the Nortel Reporting for Contact Center features for an Administrator user only This includes connecting to the Contact Center as well as creating new Users and assigning Skillsets to them Logging In Perform the following steps to log on to Nortel Reporting for Contact Center as an Administrator 1 Using Internet Explorer go to your Nortel Reporting for Contact Center Web pages Login page The URL is http NameOfWebHostPC RCC Where NameOfWebHostPC is the network name or IP Address of the Web Host PC The Login page appears See Figure 47 Login page Note If you are using the browser on the Web Host PC you can replace NameOfWebHostPC with localhost Note You can add the Login page to your Internet Favorites To add this page to your favorites in Internet Explorer press Ctrl D when you are at the Login page or click Favorites Add to favorites NN40040 302 56 Administration BEE File Edit View Favorites Tools Help tock k k ix EN FN JO Search Se Favorites EI R bad
150. nter Platform BCM Contact Center Version BCM CC 37 00 99 16 04 22 2005 PRIVATE FOR ITEL Contact Center Status Wl CO T TT T Riese 7 Figure 63 System Status page You normally need to refer to this page only upon instruction of Support Personnel Logging Select Logging to view the Logging Menu page shown in Figure 64 Logging Menu page NN40040 302 Administration 79 File Edit view Favorites Tools Help ay Qa O sl E Tp J search Favorites OZ i JO Z3 Address e http localhost rcc2 4 admin pages logging asp D Go Links E Logging Menu This section allows logging to be activated to allow diagnostic output relating Contact Center Connection e to reporting for call center to be collected From this screen you may activated logging or view details about existing logs System Administration e Logging is deactivated please click the button to activate Maintenance e Activate logging Clear Log Window System Status Logging Log data appears below Company Details Reporting Log files location CH ei Done E ISS E E L Local intranet di Figure 64 Logging Menu page Various diagnostic logs are always running when Nortel Reporting for Contact Center is operational The Logging Menu allows you to start or stop one of the diagnostic logs Logging is deactivated by default To activate logging click Activate Logging If loggi
151. on to complete A Please wait while the ODBC Drivers are installed This might take a few minutes Figure 28 ODBC Driver Installation Dialog 15 If MySQL 3 is installed on the Web Host PC the MySQL Port Setter dialog box is displayed the first time the user installs Reporting for Contact Center using the MySQL NN40040 302 Installation 43 4 1 Server see Figure 29 MySQL 3 Port Setter Dialog The port number to be used by MySQL 4 can be entered or selected from the drop down list box or left at the default port number of 3309 TE MySQL Port Setter version of MySQL 3 already exists on this PC This installation will place a copy of MySQL 4 on this PC Please specify the port you wish to use with MYSQL 4 This must be different to the port in use with your existing copy of MySQL When you click OK the displayed port number will be saved and the installation will continue Port Number 2309 v Figure 29 MySQL 3 Port Setter Dialog On first installation of Reporting for Contact Center on a Web Host PC with MySQL 4 already installed the MySQL Port Setter dialog box appears as shown in Figure 30 MySQL 4 Port Setter Dialog Select the port number to be used by the MySQL 4 1 Server from the drop down list box or enter a new port number otherwise the port number is set to the defaulted value of 3309 TO MySQL Port Setter MySQL 4 already exists on this PC Please specify the port that is being used with y
152. onnection 4 Click Settings The Advanced Settings dialog box appears with the Services tab displayed See Figure 36 Advanced Settings Dialog Box NN40040 302 Installation 47 Advanced Settings Services Select the services running on your network that Intemet users can access Services O FTP Server O Intemet Mail Access Protocol Version 3 IMAP3 CO Intemet Mail Access Protocol Version 4 IMAP4 O Intemet Mail Server SMTP O Post Office Protocol Version 3 POP3 L Remote Desktop C Secure Web Server HTTPS O Telnet Server Web Server HTTP Figure 36 Advanced Settings Dialog Box 5 Select Web Server HTTP and click OK 6 Click the Exceptions tab and click Add The Add a Port dialog box appears See Figure 37 Add a Port Dialog Box Add a Port Use these settings to open a port through Windows Firewall To find the port number and protocol consult the documentation for the program or service you want to use None ROCHET Port number 6010 TcP UDP What are the risks of opening a port Figure 37 Add a Port Dialog Box Reporting for Contact Center Setup and Operations Guide 48 Installation Enter RCCRPT as the name for the new port and enter 6011 for the port number Leave the connection type as TCP and click OK Repeat step 6 to add another new port Enter RCCRT as the name for the new port and enter 6010 for the port number Leave
153. osoft Internet Explorer version 5 or higher Operating System Microsoft Windows NT 4 Service Pack 6a Microsoft Windows 2000 SP2 Microsoft Windows XP Professional Reporting for Contact Center Setup and Operations Guide 16 Introduction Microsoft Windows Server 2003 Standard Edition Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For installation of application on Web Server 109 MB Storage space required for Historical Data 4 GB minimum Note that the database will grow through time and if the diagnostic logging option is turned on the log files will require extra disk space Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows NT 4 00 1381 Windows 2000 5 00 2195 Windows XP Professional Version 2002 Windows Server 2003 Standard Edition The minimum recommended requirements for the PC designated as the Nortel Reporting for Contact Center Web Host PC for BCM50 2 0 with the CCRS installed on the Web Host PC are as follows Recommended Minimum PC Specification for BCM50 2 0 with CCRS Installed IBM Compati
154. our copy of MYSQL 4 When you click OK the displayed port number will be saved and the installation will continue Port Number EEE X Figure 30 MySQL 4 Port Setter Dialog 16 Click OK to set the port number for MySQL 4 17 The message shown in Figure 31 Database Installation Dialog appears Wait for the installation to complete Reporting for Contact Center Setup and Operations Guide 44 Installation Eg Please wait while the MySQL Database is installed This may take a few minutes Figure 31 Database Installation Dialog Note The MySQL database is not installed in the same folders as Nortel Reporting for Contact Center it is installed in Program Files MySQL MySQL Server 4 I data mysql on the target hard drive 18 The message shown in Figure 32 Java Installation Dialog appears Wait for the installation to complete EY Please wait while the Java Runtime is installed This may take a few minutes Figure 32 Java Installation Dialog Note The Java Runtime is not installed into the same folders as Nortel Reporting for Contact Center it is installed into Program Files Java on the target hard drive 19 When installation is complete the Installation Complete dialog box shown in Figure 33 Installation Complete Dialog Box appears InstallShield Wizard InstallShield Wizard Complete The InstallShield Wizard has successfully installed Reporting for Contact Center Before you can use the program
155. page See Figure 78 Your Weekly Schedules page Initially the page does not show any schedules The Add Weekly Schedule page allows you to specify which reports you wish to include in the Schedule and when to print the scheduled reports You can also specify which period of the day the reports contain You must specify a name for your Schedule and the printer on which you wish to generate the reports 4 Nortel Reporting for Contact Center Microsoft Internet Explorer i lol xj File Edit View Favorites Tools Help ay Qe z Y ix B A JO search Se Favorites O Get d X LJ Gi wa Si 33 Address e http localhost rce2 4 schedule_pages weekly_schedules asp gt Go Links n Your Weekly Schedules Your weekly print schedules appear below help is available by clicking the Print Schedules e help button above Daily Schedules Weekly Schedules You do not have any schedules defined Click add to begin adding Monthly Schedules e schedules Real Time e Emi Agent Alarms Wallboard Setup e Time Bins Setup e Reports g pne Local intranet z Figure 78 Your Weekly Schedules page NN40040 302 Using Reporting for Contact Center 99 Perform the following steps to add a Weekly Schedule 1 Click Add The Add Weekly Schedules page shown in Figure 79 Add Weekly Schedule page appears BER File Edit View Favorites Tools Help ay Om O 9 e 5 Down er OC P E OOBS Address e http localhos
156. port By of Pegs I Activity Code Report By Agent Activity Code Report By Skillset Help Request Report I System Configuration IT Unanswered Help Request Report Please select the day on which you wish to have your weekly scheduled reports printed Monday D Select printer Canon iR5000 6000 PCL5e D Report period start time oo DI oo Report period end time 23 59 D Print time o8 30 Cancel H v Local intranet A Figure 81 Add Weekly Schedule page example schedule Mary Smith selected the Answered Calls Abandoned Calls CLID and Call Average reports to be printed at 08 30 on Mondays Her schedule is called WeeklyCalls The reports start generating at 08 30 on the Canon 1R5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day Click Submit to save your Weekly Schedule The Weekly Schedules Skillsets page shown in Figure 82 Weekly Schedules Skillsets appears Reporting for Contact Center Setup and Operations Guide 102 Using Reporting for Contact Center Weekly Schedules Skillsets The Weekly Schedule Skillsets page allows you to select which Skillsets you wish to include in the generated reports that the Weekly Schedule produces Nortel Reporting for Contact Center Microsoft Internet Explorer lol x File Edit View Favorites Tools Help a Q O ix 2 D Psat rege e RO ki El S E http flocalhostjrcc2 4 schedule_pa
157. ppear in the navigation pane on the left of the Main Menu page The options are as follows Print Schedules Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports Reporting for Contact Center Setup and Operations Guide 86 Using Reporting for Contact Center Print Schedules You can configure Print Schedules so that Nortel Reporting for Contact Center automatically prints a set of requested reports at a specified time You can specify Print Schedules to print Daily Weekly or Monthly reports You can configure multiple Daily Weekly and Monthly Schedules For example you may wish to print a set of reports each day before you arrive at your desk In this case you configure a Daily Schedule which prints at for example 08 00 You can also have a different Daily Schedule report that refers to Agent Activity You can configure Nortel Reporting for Contact Center to print these reports at for example 16 30 so that you can review the reports before the end of the day Note If the Web Host PC is powered off over the period in which the Schedule print is due to take place the Schedule Print not produced You can obtain the same reports by using the Reports options For more information refer to Reports Note If you select the Agent Audit Report the Activity Code Report by Skillset the Agent Activity Code Report by Agent or the Activity Code Report by of Pegs Reports to be included in your Print Sc
158. ram This program will install Contact Center Reporting Server 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 6 CCRS Installation Welcome screen 9 Click Next The License Agreement appears 10 Click Yes to accept the license agreement The folder selection screen appears see Figure 7 CCRS Installation destination folder screen Nortel recommends you install the CCRS in the default folder Installing Contact Center Reporting Application Server Setup will install Contact Center Reporting Server in the folder indicated below To install to a different folder click the Browse button and select another folder r Destination Folder C Contact Center Reporting Server Browse lt Back Cancel Figure 7 CCRS Installation destination folder screen NN40040 302 Installation 25 11 Click Next The Installing Contact Center Reporting Database screen appears to select the database folder destination See Figu
159. rd Setup Wallboard Assignment option to view the Wallboard Assignment page shown in Figure 100 Wallboard Assignment page This page displays a list of the configured wallboards It displays the configured wallboards for each of the Skillsets you are assigned and any Skillsets that are configured as System wallboards Reporting for Contact Center Setup and Operations Guide 136 Using Reporting for Contact Center Zi Nortel Reporting for Contact Center Microsoft Internet Explorer gt loj x File Edit View Favorites Tools Help amp Qa E x EN Tp JO search Se Favorites OR A Ga el 3 Address E http localhost rce2 4Jwallboard _pages wallboard_list asp skillsets 0 1 2 3 Eco Links gt E Wallboard Setup Your assigned wallboards appear below Print Schedules You are currently viewing Skillsets System 1 2 3 RealTime is You do not have any wallboards configured for the selected Skillsets Please click add to begin configuring wallboards Agent Alarms Add Wallboard Setup Wallboard Assignment Schedules Instant Messages Time Bins Setup Reports u Boe 1 Kilodntag 7 Figure 100 Wallboard Assignment page You can delete wallboards or edit their settings In the example shown in Figure 100 Wallboard Assignment page no wallboards are assigned to the selected Skillsets in this example System wallboards and wallboards for Skillsets
160. rd field After you make the necessary changes click Submit The System Administration Menu page shown in Figure 53 System Administration Menu page appears User Admin The User Admin option allows you to add delete edit the settings for or reset the password for a User Note A User is not an Agent A User is someone you wish to have access to the Nortel Reporting for Contact Center system to monitor Skillsets through the Real Time screens and to be able to obtain Historical Reports on those Skillsets You do not need to enter all your Contact Center Agents into Nortel Reporting for Contact Center although you can if you wish Typically you enter Skillset Supervisors and other Management personnel who need information about the performance of the Contact Center Select User Admin to view the User Admin page shown in Figure 55 User Admin page NN40040 302 Administration 67 File Edit view Favorites Tools Help Qe E x e 5 JO seach Se Favorites lc 5 H RGQoSjs Address e http localhost rcc2 4 admin pages user list asp D Go NORTEL Administration Nortel Reporting for Contact Center Microsoft Internet Explorer loj x User Admin A list of configured users appears below help is available by clicking the Contact Center Connection help button above There are currently no users in the system System Administration e Ad a System Admin Settings User Admin Skillset Assignment M
161. re 8 Installing Contact Center Reporting Database screen Installing Contact Center Reporting Database Setup will install the database in the folder indicated below To install to a different folder click the Browse button and select another folder Destination Folder D Data Browse lt Back Cancel Figure 8 Installing Contact Center Reporting Database screen Nortel recommends you install the database in the default folder shown 12 Click Next to install the database If you do not have the Microsoft SQL Desktop Engine MSDE installed on your computer a message appears informing the user that MSDE will be installed See Figure 9 MSDE installation message Installing Contact Center Reporting Database Setup will install the database in the folder indicated below To install to a different folder click the Browse button and select Em another folder m Information Le e x 1 The Microsoft SQL Desktop Engine MSDE will now be installed J Destination Folder CA Data Browse lt Back Cancel Figure 9 MSDE installation message Reporting for Contact Center Setup and Operations Guide 26 Installation 13 If you have MSDE installed go to step 14 or If you do not have MSDE installed click OK to install MSDE Once MSDE is installed a message will appear informing the user to restart their PC for the MSDE configuration changes to take effect
162. re are 6 Agents Not Ready at the time the message was displayed on the wallboard the following text is displayed There are 6 Agents Not Ready please return to available Click Submit to save the message text you typed The Assigned Messages page shown in Figure 108 Assigned Messages List Example Messages appears Reporting for Contact Center Setup and Operations Guide 146 Using Reporting for Contact Center To leave the Add Messages page without saving any changes click Cancel The Assigned Messages page shown in Figure 108 Assigned Messages List Example Messages appears A Nortel Reporting for Contact Center Microsoft Internet Explorer ini x File Edit View Favorites Tools Help ay Qa ix EN Tp JO search Se Favorites E Ze Ga SB 3 Address ET http localhost rec2 4 wallboard pages wallboard messages list asp skillsets 0 1 2 3 Eco us gt z Messages Your messages appear below Print Schedules Messages Real Time e There are AN Agents Not Ready Please return to x Available Edit Delete Agent Alarms Edt Delete Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Add Time Bins Setup Reports H Poe TT Rive Figure 108 Assigned Messages List Example Messages User Mary Smith clicked Submit to save her new message Her Assigned Messages List now includes the
163. red Calls Abandoned Calls and CLID reports to be printed at 08 30 each morning for Monday through Friday Her printouts will be generated on Tuesday for Monday on Wednesday for Tuesday and so on until Friday s reports are printed on Saturday morning Her schedule is called AnswAban and the reports start to be generated at 08 30 on the Cannon iR5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day 7 To save your Daily Schedule click Submit The Daily Schedule Skillsets page shown in Figure 74 Daily Schedule Skillsets page appears To close the Add Daily Schedule page without saving your changes click Cancel The Your Daily Schedules page shown in Figure 71 Your Daily Schedules page appears 4 Nortel Reporting for Contact Center Microsoft Internet Explorer E lol x File Edit View Favorites Tools Help Sp Qe z T ix E A Search Se Favorites O B z kend o El XN Address e http localhost rcc2 4 schedule pages get schedule skillsets asp delete 858 amp sSelectedReports 9 20 10 amp sReportTime 08 30 amp sReportNe Eco uus Daily Schedule Skillsets Please highlight the Skillets you wish to include in the print schedule Skillsets Print Schedules e Daily Schedules Weekly Schedules Monthly Schedules RealTime Agent Alarms Wallboard Setup Time Bins Setup Select All Create Favourite Submit Cancel Reports
164. rtel Reporting for Contact Center The Administrator must then assign Skillsets to Users The process of assigning Skillsets defines the Skillsets that each User can view in the Real Time screens and for which the User can request Historical Reports Skillsets can be assigned to more than one User Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets assigned to them any combination of the allocated Skillsets or all the assigned Skillsets Users including the Administrator can save frequently used Selections of Skillsets as Favorites and assign names to the Favorites The User can then with a single mouse click quickly locate a Skillset selection Favorites are unique to each User Users can create modify or delete their Favorites without affecting the Favorites of other Users SQL Historical Database Historical Report information is stored in a standard MySQL database If Users have reporting requirements that are not available through Nortel Reporting for Contact Center they can analyze the data using third party reporting packages System Software The software that sends data to Nortel Reporting for Contact Center is integral to the Nortel Contact Center NN40040 302 Introduction 15 Nortel Reporting for Contact Center software on the Web Host PC communicates directly with the Contact Center to request Contact Center Historical Report statistical data and Real Time data User
165. rty Incoming Contact Center Agent has answered a Contact Center Call Call Incoming Multimedia Call Agent has answered a Multimedia Call Center Call Reporting for Contact Center Setup and Operations Guide 130 Using Reporting for Contact Center Incoming Non Contact Agent has answered a non Contact Center Call from an external Center party Not Ready The Agent is in the Not Ready state Sli Nortel Reporting for Contact Center Microsoft Internet Explorer nl x File Edit View Favorites Tools Help OQ O x B Tp JO Search Se Favorites O Q d JOGAI Address e http localhost rcc2 4 realtime setup real time agent settings asp skillsets 1 Agent Alarms Values Agent State Threshold Print Schedules e MM SS Available oo DI 15 D RealTime Internal Call foo fre Outgoing Call oo DI IR Incoming CC EI 00 z is DI Incoming MMCC oo DI S 19 D Wallboard Setup i omina noncC oo 20 v Not Ready oo D Io Agent Alarms e Agent Alarms Setup Time Bins Setup e Reports n joe 0 1 tt Riwsmwe 7 Figure 98 Agent Alarms Values page Select the value for each Agent State To save the Agent Alarms Values settings click Submit The Agent Alarms Setup page appears See Figure 97 Agent Alarms Setup page To leave the Agent Alarms Values page without saving any changes click Cancel The Agent Alarms Setup page appears See Figure 97 Agent Alarms Setup page
166. s on other PCs can access the Real Time and Historical Report data by pointing their Internet browsers to the Nortel Reporting for Contact Center Web pages on the Web Host PC Only the Web Host PC needs to communicate with the Contact Center One PC on your network should be designated as the Web Host PC Install the Nortel Reporting for Contact Center application software onto the designated PC only Ensure that the PC with CCRS installed for BCM50 2 0 is switched on at all times when the Contact Center is running so that all statistics are collected If it is not switched on this will result in a loss of call data o All other network PCs from which Users access the Real Time screens Historical Reports or the Nortel Reporting for Contact Center user interface must be equipped with Internet Explorer No other software is required on these PCs PC Requirements The minimum recommended requirements for the PC designated as the Nortel Reporting for Contact Center Web Host PC for BCM 4 0 and for BCM50 2 0 without the Contact Center Reporting Server CCRS installed on the Web Host PC are as follows Recommended Minimum PC Specification for BCM 4 0 and BCM50 2 0 IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 1 7 GHz minimum Memor 512 MB minimum Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible pointing device Micr
167. s screen you can navigate to the various areas of Reporting for S Contact Center Real Time Help is available within each section from the help tab at the top of screen Agent Alarms and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports H joe ll 1 llselmmeneg Figure 67 Main Menu page This is the page all standard Users that is non Administrative Users view when they log on This option allows an Administrator to use the Nortel Reporting for Contact Center as though they were a User to view Real Time screens and to access the Historical Reports For more information refer to the following chapter Using Reporting for Contact Center NN40040 302 Using Reporting for Contact Center 83 Using Reporting for Contact Center 5 This chapter describes how to use Nortel Reporting for Contact Center for all Users to view Real Time screens and access Historical Reports Logging On Perform the following steps to log on to Nortel Reporting for Contact Center for all Users 1 Use Internet Explorer to go to the URL of your Nortel Reporting for Contact Center Web pages Login page The URL is http NameOfWebHostPC RCC Where NameOfWebHostPC is the network name or IP Address of the Web Host PC The Login page appears See Figure 47 Login page Note If you are using the browser on the Web Host PC you can replace NameOfWebHostPC with localhost Note You can add
168. security settings asp gt Go Links oe X NORTEL Administration Contact Center Connection Please enter the IP Address or Network name and CCRS Password below IP Address Network name System Administration Por S088 Maintenance CCRS Password Confirm CCRS Password Company Details Make data requests every 15 Minutes D Select an IP Address iNo IP Addresses DI Wallboard and Real Time Refresh Interval fi DI Second s Download Contact Center Data GG All Data C Only Data starting from 2004 03 01 a coat Contact Center Connection Reporting za IEEE 7 Figure 49 Contact Center Connection page NN40040 302 Administration 59 Perform the following steps to configure the Contact Center Connection page 1 In the IP Address Network name field enter the IP Address or the Network name of the Contact Center platform If you do not know what information to enter consult the Local Area Network Administrator for your site Check that Reporting for Contact Center is configured to point at the IP Address of the Contact Center For BCM 4 0 systems this will be the e network IP address of the BCM For BCM50 2 0 systems this will be the network IP address of the PC running the CCRS not the BCM IP address The Port field will be defaulted automatically to the correct port number of 8088 for connection to a BCM 4 0 system If the Contact Center is a BCM50 2 0 system
169. set list RealTime e SKILL1 SKILL3 Agent Alarms e Wallboard Setup Time Bins Setup e eos as Assign Time Bins H ei nr IT TF TFT ep Locat intranet a Figure 119 Time Bin Setup Skillset selection page The Time Bin Setup Skillset selection page allows you to select a Skillset for which you wish to set Time Bin values Note that the list of available Skillsets in Figure 119 Time Bin Setup Skillset selection page contains only those Skillsets that the Administrator assigned to the User Follow these steps to set Time Bin values for Skillsets 1 In the Skillsets list click any Skillsets to select the Skillset for which you wish to set the Time Bin values 2 Click Assign Time Bins The Time Bins values page shown in Figure 120 Time Bins page appears NN40040 302 Using Reporting for Contact Center 163 Nortel Reporting for Contact Center Microsoft Internet Explorer ni x File Edit View Favorites Tools Help ay Qe x x 5 A search Se Favorites s sl eost 3 Address E http j localhost rcc2 4jconfiguration pages time bin setup asp single true amp skillsets 1 Eco Links Time Bins Please enter Time Bin values below mm ss Print Schedules e E Answered Time Bins Abandoned Time Bins RealTime MM SS MM SS Ee Time Bin 1 00 sl fio Time Bin 1 00 sl fio DI Agent Alarms e Tin Bin 2 00 20 v Time Bin 2 oo 20 Se Time Bin 3 00 z
170. st Contact Center Data item see Figure 121 Reports menu page page 166 to request the most recent report data from the Contact Center For example if you specified that Nortel Reporting for Contact Center should poll the Contact Center every 30 minutes for report data clicking Get Latest Contact Center Data ensures that the most recent data is received from the Contact Center before the reports are generated Any Contact Center activity that has occurred since the last Report Data update is included in the reports When you click Get Latest Contact Center Data the screen shown in Figure 129 Get Latest Contact Center Data appears This screen shows the number of seconds remaining until the latest data is obtained from the Contact Center E Nortel Reporting for Contact Center lol xl NORTEL Get latest Contact Center Data 7 in M tocalintranet 7 Figure 129 Get Latest Contact Center Data To reset the timer click Get Latest Contact Center Data again while the screen is open By having the data request timer reset in the same screen prevents the User from making multiple repeated and rapid data requests from the Contact Center NN40040 302 177 Glossary Abandoned Calls Abandon Time Bins Administrator Alarm Threshold All Calls Held Answered Time Bins Available State Break Time Calls Answered
171. t Be familiar with the Contact Center and the Windows operating system used by your Web Host PC Ensure that the Contact Center is installed and configured Ensure that the Contact Center platform is connected to and is operational on the network to which the Nortel Reporting for Contact Center Web Host PC is connected Ensure that the full suite of Microsoft Internet Information Services is installed and operational on the Web Host PC and that the Default Web Site is enabled To install Microsoft Internet Information Services refer to Installing Microsoft Internet Information Services For the BCM50 2 0 platform ensure that CCRS is downloaded from the Contact Center and installed and configured onto the Web Host PC or any other PC on the network to which Nortel Reporting for Contact Center Web Host PC is connected to To install CCRS see Installing the CCRS for BCM50 2 0 on page 21 Installing the CCRS for BCM50 2 0 If the Contact Center platform is a BCM50 2 0 system the User must install the CCRS separately onto a PC CCRS should be installed before installing Reporting for Contact Center Check the following points prior to installing CCRS e f yourun the CCRS and the RCC reporting client on the same PC ensure that you configure them to use different ports By default RCC uses port 80 and the CCRS uses port 8088 Reporting for Contact Center Setup and Operations Guide 22 Installation e Ensure you do
172. t Center Calls indicates the number of Agents who are currently handling Incoming Contact Center Calls Break Time Break Time indicates the number of Agents who are in Break Time following clear down of an Incoming Contact Center Call On Non Contact Center Calls On Non Contact Center Calls indicates the number of Agents who are currently handling calls that have not arrived through the Contact Center These calls could be calls that arrived directly at their handset because someone rang their Direct Inward Dialing DID line for example or a non Contact Center Call was transferred to them from another handset On Outgoing Calls On Outgoing Calls indicates the number of Agents who are currently on Outgoing Calls On Internal Calls On Internal Calls indicates the number of Agents who have placed or answered internal intercom calls With All Calls Held With All Calls Held indicates the number of Agents who have all of their current calls on hold Real Time Call Detail Figure 94 Real Time Call Detail Screen shows the Call Detail screen 3 Nortel Reporting for Contact Center Microsoft Internet Explorer E ll xl NORTEL Call Detail You are currently viewing Skillsets SKILL1 SKILL3 Incoming Contact Center Calls Unread Longest et Skillset Media Type Alert Alert Overflow Fe e e Hour Day Hour Day Hour Day sgs vwe o o 9 o o 9 3 9 9 9 9 0 pooo o 100 _Mutimedia o o o o o Jo o o ogpo o
173. t help from Nortel Introduction Provides an overview of the conceptual organization of the Nortel Reporting for Contact Center product Installation Describes the minimum specification for the Personal Computer PC required that hosts the Nortel Reporting for Contact Center software It also describes how to install Nortel Reporting for Contact Center and the Contact Center Reporting Server for BCM50 2 0 Administration Describes the required administration duties and configuration to ensure that Nortel Reporting for Contact Center operates correctly Using Reporting for Describes the use and configuration of Contact Center Nortel Reporting for Contact Center from a user s perspective Reports Describes the reports that are available within Nortel Reporting for Contact Center Glossary Describes the terms used in this guide References Lists documents referenced in this guide Index Provides a cross reference of topics in this guide Reporting for Contact Center Setup and Operations Guide 12 Howto Use this Guide How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site http www nortel com support This site enables customers to e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notifica
174. t rcc2 4 schedule pages add weekly schedule asp DI Go Links sl Add Weekly Schedule Schedule Name Please select the day on which you wish to Print Schedules e have your weekly scheduled reports printed Daily Schedules Daily Schedules Reports Weekly Schedules Sunday D Monthly Schedules Agent Activity Report Agent Activity Report By Skillset Select printer RealTime Agent Audit Report Nortel Fax D Agent Average Report Report period start time Agent Alarms Agent Average Report By Agent o0 DI oo Agent Capacity Report Wallboard Setup Agent Profile Report Abandoned Calling Line ID Report Time Bins Setup Abandoned Calls Report Print time Answered Calls Report 07 E oo E Reports a Call Average Report Caneel I Call Profile Report I Incoming Call Report IT Summary Report Activity Code Report By of Pegs Activity Code Report By Agent Activity Code Report By Skillset I Help Request Report I System Configuration I Unanswered Help Request Report Report period end time 23 v 59 D H Mone ll 1 Rte 7 Figure 79 Add Weekly Schedule page 2 To set a name for your Schedule enter the name in the Schedule Name field The name helps you identify and distinguish between the different Schedules you create 3 To select a report to include in the Schedule click the check box beside the report name Selec
175. ted reports have a check mark in the check box beside their name You can select multiple reports Reporting for Contact Center Setup and Operations Guide 100 Using Reporting for Contact Center 4 The reports are generated for a calendar week From the list select the day on which the Weekly Schedule reports are generated Note Weekly Schedules generate reports on the specified day at the specified time However the generated reports contain information from the previous calendar week For example a User creates a Weekly Schedule to print on a Saturday They create this Schedule on September 10 2003 See Figure 80 Calendar for September 2003 On Saturday September 13 the Weekly Schedule generates Weekly reports These Reports contain information relating to the week September 1 September qu Reports containing the information relating to the week September as September 14 are printed on Saturday 20 September and so on September 2003 Mon Tue Wed Thu Fri 1 2 3 4 5 8 9 10 11 12 15 16 17 18 19 22 23 24 25 26 29 30 Figure 80 Calendar for September 2003 Sat 6 13 20 27 Sun 7 14 21 28 5 In the Select printer list select the printer on which the reports will be generated This list includes all the printers that are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC 6 In the Report period start time and Report period end time fields specify the perio
176. tel Reporting for Contact Center they are prompted to change their password Reporting for Contact Center Setup and Operations Guide 70 Administration In the example shown in Figure 57 Details for new User Mary Smith the new user Mary Smith has been added with the RCC Username of MaryS she is going to receive the Web pages in English and while she can configure wallboards for her assigned Skillsets she is not a full Administrator Nortel Reporting for Contact Center Microsoft Internet Explorer E ni xl File Edit View Favorites Tools Help ay Qe T ii x B Tp JO Search S f Favorites a z LJ r7 o ei 3 BS heeten det ene enen D NORTEL Administration Add User Please input the details of the user below Contact Center Connection e First name Mary System Administration back Name mh U System Admin Settings e User Admin RCC Username MarS Skillset Assignment Language United Kingdom English D Maintenance Assign Wallboards IV Administrator eee a Dr Company Details Cancel Reporting H OF Nimm 7 Figure 57 Details for new User Mary Smith 6 Click Submit to save the details of the newly entered User 7 A dialog box asks whether you wish to add more Users If you choose to add more users click on the OK button otherwise click on Cancel If you had clicked on OK the Add User fields are cleared and you ca
177. ternet Information Services enne 29 Port Numbers used by Nortel Reporting for Contact Center 35 Installing Nortel Reporting for Contact Center software sssssssseeessssrssrrssriesrisssrrssinssrrssrnssrnssrn 35 TOPP reise 36 Checking Installation of the Windows Networking Component seesseesseesseessseesseeeeserseressreeee 36 Installing Nortel Reporting for Contact Center for a Business Communications Manager Installation wie taba ceni op aet qu ett diet et Gein val dee acu I o de rdg Veta Pas ten ee uenia ra 37 Settings Required for Windows XP Service Pack 2 sse 45 Settings Required for Windows 2003 Server Ip 48 Change 1 Enable Active Server Pages ener 48 Change 2 Allow UGGioseethebathtotebCcCFolder 48 Change 3 Create a new Application pool and add RCC mon 51 Upgrading Reporting for Contact Center 53 Reporting for Contact Center Setup and Operations Guide 4 Table of Contents AdminislratiOn cce vcn kenn enininononnencononnoncoonnonc ooooonOnoononOoonn oc Ood coc Ooon OO nnn 55 Morelos 55 Changing Default Password 56 Contact Center Connection sessssssssssssseesss esent enne nsns nnns entente ness intr nenne 58 Administration Men iiie taedet tee aget dee iue credi a odo edu ode epu ue 63 System Administration ocio eere Hee edere aid biel red o teins 64 System Admin Settings c imei dee e Aiea Aisle rev deco dlc E de e dina 65 User Atilio get nae EE 66 Skillset Assignment
178. test completed successfully Please remember to press OK on the main configuration screen to ensure that these settings are saved Success Connection test completed successfully Please remember to press OK on the main configuration screen to ensure that these settings are saved Figure 13 Test Complete with results and Success message box In the Success message box click OK In the Test Complete dialog box click Close f Onthe Contact Center Reporting Server Config screen click OK to save your settings The Setup Complete screen appears NN40040 302 Installation 29 Setup Complete Installation complete Click Finish to complete Setup Figure 14 CCRS Setup Complete screen 17 Click Finish Testing and changing the configuration of CCRS Once the installation of CCRS is complete the port settings of the CCRS can be changed or tested using the Contact Center Reporting Server Configuration Utility Ensure that the Contact Center Reporting Server service is stopped This is done automatically during installations and upgrades To launch the configuration utility perform the following steps 1 Click on the Start menu then click All Programs gt Nortel gt Contact Center Reporting Server Config The Contact Center Reporting Server Config screen will open See Figure 12 Contact Center Reporting Server Config screen 2 Amend the configuration of CCRS as necessary To test the new or old configur
179. the Login page URL to your Internet Favorites To add this page to your favorites in Internet Explorer press Ctrl D when you are at the Login page or click Favorites Add to favorites 2 You must provide a valid username and a password to gain access to the features of Nortel Reporting for Contact Center Before you attempt to log on ensure that an Administrator has created a username for you The first time you log on your password is set to the default of 0000 3 In the Username field enter the Username you have been assigned In the Password field enter the default password of 0000 You must change your password after you first log on The Change Password page shown in Figure 68 Change Password page appears Reporting for Contact Center Setup and Operations Guide 84 Using Reporting for Contact Center File Edit Yiew Favorites Tools Help ay Q O ix i 5 JO sexe f Favorites lc d JOZI Address e http localhost rcc2 4 main change login asp D Go Links E NORTEL Change Password Please input a new password below New password Confirm password Submit ei Done E m I J Local intranet Figure 68 Change Password page In the New password field enter a new password The password can be from 1 to 10 characters including upper and lowercase letters and digits It can be anything other than 0000 4 Inthe Confirm password field re enter your password 5 Click Submit
180. the Nortel Contact Center The Web Host PC also stores the Contact Center statistical database and the Nortel Reporting for Contact Center user interface which is configured as a web site Users of other network PCs can use Internet Explorer to access the Nortel Reporting for Contact Center web site on the Web Host PC From the web site Users can access the software features and can obtain Real Time displays and Reports Upgrading to Reporting for Contact Center This section describes the installation of Nortel Reporting for Contact Center from Nortel Networks Call Center Reporting on a Web Host PC If you are upgrading from Call Center Reporting 2 5 3 0 or 3 5 refer to the Upgrading from Call Center Reporting to Reporting for Contact Center document If you are upgrading from a previous version of Nortel Reporting for Contact Center to a later version of Nortel Reporting for Contact Center refer to the following section Upgrading a Previous Version of Reporting for Contact Center Upgrading a Previous Version of Reporting for Contact Center Follow these steps to perform an upgrade of a previous installation of Nortel Reporting for Contact Center 1 On the Windows taskbar select Start gt Settings and then click Control Panel The Control Panel window appears Double click the Add or Remove Programs icon From the list of programs select Reporting for Contact Center Click the Change Remove button to start InstallShield Wizard
181. the connection type as TCP and click OK Click OK to close the Windows Firewall dialog box and then close the Security Center Window Settings Required for Windows 2003 Server IIS 6 This section describes the changes that are required for Reporting for Contact Center to operate on Internet Information Services 6 Change 1 Enable Active Server Pages Perform the following steps to enable Active Server Pages l 2 Open IIS Manager Select Web Service Extensions See Figure 38 IIS Main Window with Web Service Extensions Selected E Internet Information Services 11S Manager ol sl Ys Fie Action View Window Help 8 xl e eme Ei eZl a0 3 Internet Information Services E ITEL 99IMRQTGDN local computer Web Service Extensions ER Application Pools H Web Service Extension status HJ Web Sites sl f All Unknown CGI Extensions Prohibited J Web Service Extensions wn ISAPI Extensions Prohibited Active Server Pag ls Internet Data Connector Prohibited s Server Side Includes Prohibited e webbAv Prohibited Prohibit Properties Tasks El Add a new Web service extension Allow all Web service extensions for a specific application Prohibit all Web service extensions el X Extended A Standard Figure 38 IIS Main Window with Web Service Extensions Selected In the Web Service Extension list select Active Server Pages Click Allow Change 2
182. tion of new software and documentation e Search the Support Web site and Nortel Knowledge Base e Open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the information you require on the Nortel Support Web site you can get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site and look up the phone number that applies to your region http www nortel com callus When you speak to the phone agent you can reference an Express Routing Code ERC to route your call more quickly to the appropriate support specialist To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller NN40040 302 13 Introduction 2 Nortel Reporting for Contact Center is a browser based Real Time information and Historical Reporting tool for the Nortel Contact Center Nortel Reporting for Contact Center provides Real Time windows showing current Contact Center activity for calls and for agents Real Time information through hardware and software IP enabled wallboards A comprehensive Historical
183. tored wallboard messages and to send them to the wallboards at will Users can also type any text and have it sent to the wallboards for one off requirements These messages are sent to the wallboards and then discarded They are not saved If you wish to save a message use the Wallboard Message options on page 142 to add the message to the list of stored messages Select Wallboard Setup Instant Messages option to view the Instant Messages page shown in Figure 117 Instant Messages page A Nortel Reporting for Contact Center Microsoft Internet Explorer ni x Ele Edit View Favorites Tools Help Av Qs T o M ix B TN JO Search Sp Favorites e S GG ci El 33 Address DA http localhost rcc2 4 wallboard pages wallboard instant message setup asp skillsets 0 1 3 Ee us Instant Messages Please select a Skillset to send an instant message to Print Schedules e Name Real Time Skill amp 3 Delete ioglect Agent Alarms Skillset list Wallboard Setup Syster Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup e Reports g Select All Create Favourite Instant Messaqes one p FE E E E ocal intranet Z Figure 117 Instant Messages page From the Instant Messages page you can select the Skillsets to which you wish to dispatch the instant message The available Skillsets are those that your Administrator assigned to you NN4004
184. tting is 15 minutes In the Select an IP Address list select the IP address Network Interface Card with which you wish to communicate with the wallboards If the Web Host PC has more than one IP Address because it has more than one Network Interface Card configured the list is populated with the IP addresses configured for the Web Host PC Select which Reporting for Contact Center Setup and Operations Guide 60 Administration Network Interface Card to use for communication with the wallboards The Network Interface Cards are identified in the list by their configured IP Addresses Select the IP Address that is configured on the Network Interface Card connected to the same network as the wallboards Note that this IP Address is not the IP Address of the wallboard This address is the IP Address configured for the Network Interface Card in the Web Host PC If you add a new Network Interface Card or other network device such as a USB Bluetooth device or if you enable a disabled Network Interface Card then you must reboot your Web Host PC so that the new device is o detected and presented in the Select An IP Address list 7 From the Wallboard and Refresh Real Time Interval list select your refresh interval for the Wallboard and Real Time displays The two available options are 1 second default and 3 seconds This setting applies only to the refresh rate of the display Wallboard and Real Time
185. ttp localhost rec2 4 wallboard _pages edit_wallboard asp skillsets 0 1 2 3 amp sWallboardID 7 B Go Links Edit Wallboard Please input the values for the wallboard below IP Network Name fi 0 1 1 16 Port 3500 Agent Alarms Wallboard Skillset System gt Language North American English D Software Hardware C Print Schedules RealTime Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Summary O Reports n RE Mr EREE Figure 103 Edit Wallboard page The Edit Wallboard page is set up exactly like the Add Wallboard page shown in Figure 101 Add Wallboard page except the data fields are populated with the values of the wallboard you selected to edit To save the changes click Submit The Wallboard Setup page appears See Figure 99 Wallboard Menu page To leave the Add Wallboard page without saving any changes click Cancel The Wallboard Setup page appears See Figure 99 Wallboard Menu page Wallboard Parameters To edit the parameters for a particular wallboard click the Parameters button in the Wallboard Setup page as shown in Figure 102 Wallboard Setup page with wallboard listed The Edit Parameters page will be displayed see Figure 104 Edit Parameters page NN40040 302 Using Reporting for Contact Center 141 Nortel Reporting for Contact Center Microsoft Internet E
186. uction page Your Web server lists the following files as possible default Web pages default htm default asp index htm iisstart asp default aspx Currently only iisstart asp exists To add documents to your default Web site save files in c inetpub wwwroot Welcome to IIS 5 1 Be Integrated Management Internet Information Services IIS 5 1 for Microsoft Windows XP Professional brings the power of Web computing to Windows With IIS you can easily share files and printers or you can create applications to securely publish information on the Web to improve the way your organization shares information IIS is a secure platform for building and deploying e commerce solutions and mission critical applications to the Web You can manage IIS through the Windows XP Computer Management console or by using scripting Using the console you can also share the contents of your sites and servers that are managed with Internet Information Services to other people via the Web Accessing the IIS snap in from the console you can configure the mast common IIS settings and properties After site and application development these settings and properties can be used in a production environment running Using Windows XP Professional with IIS more powerful versions of Windows installed provides a personal and servers development operating system that ere Figure 19 Internet Information Services test page This window also contains usefu
187. ules You do not have any messages configured for these Skillsets RealTime Ada Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports Figure 105 Assigned Messages page Click Add to view the Add Messages page shown in Figure 106 Add Message page Reporting for Contact Center Setup and Operations Guide 144 Using Reporting for Contact Center Nortel Reporting for Contact Center Microsoft Internet Explorer gt 10 x Ele Edit View Favorites Tools Help amp Qa E x EN Tp JO search Se Favorites Ol Q A JGZ Address ET http localhost rec2 4 wallboard pages add message asp skillsets 0 1 2 3 Eye Links E Add Message Please input your new wallboard message below Insert XX to display a Print Schedules parameter in the message Real Time g Submit Cancel Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports u Boe 1 tecalintranet 2 Figure 106 Add Message page Type your message text in the blank field Note that if you include a parameter abbreviation in round brackets and in the text of the message the appropriate numerical value of that Contact Center statistic replaces the parameter abbreviation when the message is d
188. ummary Report Activity Code Report By of Pegs Activity Code Report By Agent Activity Code Report By Skillset Help Request Report System Configuration Unanswered Help Request Report Send to Printer Print Time Microsoft Office Document Image Write sl Jm Print Cancel Print View on Screen View Reset El L Done fs FE E ees KJ Local intranet steet Im 2 Ap e IS al x V Ve SBS Nortel Reporting for C wol OO 18 23 Figure 122 Selecting a Date Range 3 Use the From Time and To Time fields to specify the time range for the report Click each field and enter the time in the 24 hour format For example enter 08 00 for 8 00 a m and 14 00 for 2 00 p m NN40040 302 Reports 169 4 If you intend to view your reports on screen select the paper size of your printer from the Select your paper size list The two available settings are A4 and Letter You can determine which paper size is applicable by viewing the properties of your printer as most printer properties are different consult your printer documentation or manufacturer for further assistance Typically you can locate information about your printer from Control Panel Select Printers and Faxes locate your printer right click and select Properties Note Even if you do not have a printer attached to your PC you must select a paper size if this is the case you can select either paper size Note You do not need to select a paper size
189. ure 122 Selecting a Date Range A maximum date range of one year can be selected Use the arrows buttons such as lt lt Year to change the year and month of the calendar E Nortel Reporting for Contact Center Microsoft Internet Explorer E e xi File Edit View Favorites Tools Help ay Q Back x iz ze Favorites Address http localhost rcc2 4 report _pages report_index asp nd Go Reports Please select the report you wish to view from the list below Print Schedules Report Names From Date From Time RealTime Agent Activity Report yyyymmidd 24 Hour Format Agent Activity Report By Skillset 2006 04 1 2 5 00 00 Agent Alarms e Agent Audit Report To Date To Time Agent Average Report yryvimmedd B PIS t 2006 04 12 NM Wallboard Setup Agent Average Report By Agent May 2006 DI Agen Cagacty Report Select your paper si lt lt Year Mon Mon Year Letter 8 1 2x 11 in v Time Bins Setu SCH Agent Profile Report Sun Mon Tue Wed Thu Fri Sat 2 3 5 Abandoned Calling Line ID Report IV Enable Reports Exp 1 j2 Bg jg jj Reports melz jla Ja pu Iowa ml Ee ED Open Reports Explaine II E Get Latest Contact Center Data a arene 16 hz 18 ua on Answered Calls Report 23 Ju Ge Ge e Cal Average Report 30 a GI Call Profile Report Incoming Call Report S
190. used in the System wallboard parameters SH and SD and in the Call Detail real time In the Call Detail real time screens and in the System SH and SD wallboard fields the GOS is calculated using the following formula This formula is also described in the Glossary Presented Total Number of Direct Call transactions Presented to the Skillset s Abandoned Calls which Abandoned gt Secondary Calls transactions answered after th Secondary Alert has elapsed G of S Presented Abandoned gt Secondary x 100 Presented NN40040 302 Using Reporting for Contact Center 121 Real Time Agent Summary Figure 93 Real Time Agent Summary Real Time Screen shows the Agent Summary Real Time screen E Nortel Reporting for Contact Center Microsoft Internet Explorer Agent Summary You are currently viewing Skillsets SKILL1 SKILL3 On Non On On With all Break Available Time Call Outgoing Internal Calls Center Call Call Call Held emwing GO elo M a DE ES ER a RUND ESTO OS NT DER EE a ae ae E E A SS RE EST RES ENT ES ER TR RT ERE ER DIT TRES EST RI ER Connection Status Skillset Logged In Supervis ing Figure 93 Real Time Agent Summary Real Time Screen The information shown in the Agent Summary screen updates as Agent activity changes in your Contact Center Each row in each screen represents a single Skillset The Skillsets that you see are the skillsets you selected on the Re
191. used to display the Nortel Reporting for Contact Center Web page 4 Ifthe User is able to configure wallboards for their assigned Skillsets select the Assign Wallboards check box See Table 1 Administrator and User Permissions 5 If the User is also an Administrator select the Administrator check box whether the User is a standard User or an Administrator NN40040 302 Administration 69 Note The System Administrator Users created as Administrators Users who can Assign Wallboard and Standard Users have different administration capabilities regarding other Users Skillset Assignment and Wallboard Assignment See Table 1 Administrator and User Permissions Permission Level Capabilities Standard Users These are Users who were created without either the Administrator or the Assign Wallboards check boxes selected These Users cannot perform configuration of other Users and they cannot change their own settings They also cannot assign or work with Wallboards Standard Users have access only to the Skillsets that were assigned to them by the System Administrator Users with the Assign Wallboard Box Checked Wallboard Users These are Users who were created without the Administrator check box selected These Users cannot perform configuration of other Users and they cannot change their own settings They can assign and work with Wallboards Wallboard Users have access only to the Skillsets that were assig
192. vity Code Report By Agent Activity Code Report By Skillset Help Request Report I System Configuration I Unanswered Help Request Report Report period end time 23 DI 59 DI Reports e n a Figure 87 Add Monthly Schedule page with a schedule example Mary Smith selected the Answered Calls Abandoned Calls CLID and Call Average reports to be printed at 08 30 on the first day of each new month NN40040 302 Using Reporting for Contact Center 111 Her schedule is called MonthlyCalls The reports start to generate at 08 30 on the Cannon iR5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day 6 To save your Monthly Schedule click Submit The Monthly Schedules Skillsets page shown in Figure 88 Monthly Schedule Skillsets page appears To leave the Add Monthly Schedule page without saving any changes click Cancel The Your Monthly Schedules page shown in Figure 85 Your Monthly Schedules page appears Monthly Schedule Skillsets The Monthly Schedule Skillsets page allows you to select which Skillsets you wish to include in the generated reports that the Monthly Schedule produces Reporting for Contact Center Setup and Operations Guide 112 Using Reporting for Contact Center ki Nortel Reporting for Contact Center Microsoft Internet Explorer E mj x File Edit View Favorites Tools Help a GEZ X r ix EN T 1 search Se
193. was created Deactivate Click Deactivate to disable the Print Schedule so that the schedule no longer prints when the schedule is due to run When a schedule is disabled the button changes from Deactivate to Activate and a red cross replaces the green check mark similar to the following illustration x Activate NN40040 302 Using Reporting for Contact Center 115 Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedule is due to run When a schedule is enabled the button changes from Activated to Deactivate and a green check mark replaces the red cross similar to the following illustration v1 Deactivate Edit Click Edit to view the Edit monthly Schedule page shown in Figure 90 Edit Monthly Schedule page Z Nortel Reporting for Contact Center Microsoft Internet Explorer iol x File Edit View Favorites Tools Help Ax Qe r x EN TN JO search Se Favorites E Su JOZ Edit Monthly Schedule Schedule Name Select printer Print Schedules MonthlyCalls Canon iR5000 6000 PCL5e DI Daily Schedules e e Weekly Schedules Edit Monthly Schedule Report period start time Monthly Schedules Agent Activity Report oo Joo Agent Activity Report By Skillset Real Time Agent Audit Report Agent Average Report Agent Alarms Agent Average Report By Agent Print time I Agent Capacity Report o8 Ja Wallboard Setup
194. xcess of the Contact Center Overflow Threshold Note that this does not mean the call has overflowed but the Contact Center is actively looking through the overflow rules that have been defined for this Skillset to find a means of answering the call That is this call is liable to overflow shortly If any calls have waited in excess of the Overflow Threshold the background to this cell changes to red Note that if a call had passed the overflow threshold in one Skillset and was then moved to another Skillset due to the call routing that was configured the call appears in the new Skillset the cell background will be red because this call has already passed the overflow threshold of its original Skillset Abandoned Hour Day Abandoned Hour Day indicates the number of calls that were abandoned in the Skillsets in the current hour and in the current day Answered Hour Day Answered Hour Day indicates the number of calls that were answered by the Agents in the Skillsets in the current hour and in the current day Disconnected Hour Day Disconnected Hour Day indicates the number of calls that were disconnected by the call center in the current hour and in the current day Longest Waiting Time Longest Waiting Time indicates the waiting time of the call that has waited the longest of the list of currently waiting calls Unread Skillset Messages Indicates the number of voice mail messages in the Skillset Mailbox which have not be listened to
195. xplorer Jj 10 x File Edit View Favorites Tools Help ay Qs r x B Tp YO Search Se Favorites Lea ex eS X LJ os e Address E http localhostjrcc2 4 wallboard _pages wallboard_parameters asp skillsets 0 1 2 3 amp sWallboardID 7 amp type 08title 0 Edit Parameters Please select the parameters you wish to have displayed on your wallboard P1 far D p2 AD gt P3 ID E RealTime p4 ar es sH Pe 4H d Agent Alarms Queue Length number of q uing for this Skillset Wallboard Setup Cancel Wallboard Assignment Messages Print Schedules e Alarms Schedules Instant Messages Time Bins Setup Reports L Local intranet Figure 104 Edit Parameters page The Edit Parameters page allows you to specify which six or three if you specified that the wallboard is going to have a title as described on page 138 parameters are displayed on the wallboard The list of available parameters is shown on page 138 Select the parameters from the lists on the page Note If the wallboard for which you are specifying parameters is a hardware wallboard some parameters appear only in positions 3 and 6 The lists for positions 1 2 4 and 5 do not show those parameters because the parameters that are restricted to positions 3 and 6 are capable of displaying up to 4 digits Positions 3 and 6 on the hardware wallboard are larger than positions 1 2 4 and 5 Any parameter

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