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Avaya Reporting for Contact Center User's Manual

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1. fd Local intranet 100 7 Figure 93 Wallboard Menu page The Wallboard Setup options are as follows Wallboard Assignment Messages Alarms Schedules Instant Messages Reporting for Contact Center Setup and Operations Guide 106 Using Reporting for Contact Center The following sections describe the Wallboard Setup options Wallboard Assignment From the Wallboard Setup menu select Wallboard Assignment option to view the Wallboard Assignment page shown in Figure 94 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 Nortel Reporting for Contact Center Windows Internet Explorer vv JE http Hlocalhost rcc2 5 wallboard_pages wallboard_list asp skillsets 0 1 2 3 c we ou Nortel Reporting for Contact Center Th E gage Gi Tools NORTEL Main Logout Help Admin Wallboard Setup Your assigned wallboards appear below v 2 5 412 0 61 RealTime f You are currently viewing Skillsets System 1 2 3 Agent Alarms You do not have any wallboards configured for the selected Skillsets Please click add to begin configuring wallboards Add Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules
2. Report period end time 23 59 L1CI ET EI ET CI ET CI EJ I P3 OI 1 CI EIL DI ET D EJ Figure 117 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 name 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 NN40040 303 Using Reporting for Contact Center 139 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 Ti
3. il EF OE OF K3toinranet 109 7 Figure 94 Wallboard Assignment page You can delete wallboards or edit their settings In the example shown above in Figure 94 Wallboard Assignment page there are no wallboards assigned to the selected Skillsets In the example User Mary Smith can only add wallboards Perform the following to add a wallboard 1 Click Add to assign wallboards The Add Wallboard page shown in Figure 95 Add Wallboard page appears NN40040 303 Using Reporting for Contact Center 107 Nortel Reporting for Contact Center Windows Internet Explorer La y E http localhost rcc2 5 wallboard pages add wallboard asp skillsets 0 1 2 3 uou Nortel Reporting for Contact Center ThE ipag e Gi Tools v 2 5 412 0 61 Add Wallboard Please input the values for the wallboard below IP Network Name cor aaa Agent Alarms Port Beo Wallboard Skillset System v Wallboard Setup Ium United Kingdom Engien El Wallboard Assignment Messages Type Software Hardware C RealTime Alarms Title r Schedules Instant Messages Instant Messages Title Text rl Time Bins Setup Buzzer L Summary ri Reports and Schedules Cancel Figure 95 Add Wallboard page 2 In the IP Network Name field enter the IP Address or Network Name If the wallboard is an ipView SoftBoard enter the IP Address or the Network Name of the PC on which
4. v 2 5 424 0 61 Add Monthly Schedule Schedule Name Select printer Real Time No printers available v Please select a report Report period start time Agent Alarms L Agent Activity by Agent 00 o0 iv Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Print time Abandoned Calls by Skillset 07 Mj 00 Mj Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Report period end time Wallboard Setup 23 j 59 v Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data L1DI EJ CI ET CI CI DI EJ CI ET PD CT DI ET D E31 CI LE internet 100 gt Figure 131 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 incl
5. J Local intranet 10095 y Figure 65 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 Click 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 63 Skillset Assignment page appears Reporting for Contact Center Setup and Operations Guide 76 Administration Maintenance The Maintenance option allows you to check the System Status and to start or stop the XML data feed logging Select Maintenance to view the Maintenance Menu page shown in Figure 66 Maintenance Menu page Nortel Reporting for Contact Center Windows Internet Explorer Gc m e http lacalhost rcc2 5 admin pages maintenance index asp z 4 X Gooale ve od Nortel Reporting For Contact Center t gt E oomh Page 0 Tools NORTEL Main Logout Help Admin v 2 5 412 0 61 Maintenance Menu Please select
6. 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 ette Re n o RD e eate ies 19 Delete Files dialog box ner eee ea rapti m RM eire pee rim ie SS 19 Add or Remoye Prosramis eerte eere eie eee ee tn ete e x eee e tunt e A N ES 21 Windows Components Wizard 2 2 nre de metre ette iic ture ten te aperi eee te e 22 Windows Components Wizard Installation eese entente enne enne nen trennen seen trennen 23 Windows Components Wizard Installation Completed esses eese nennen nnne 24 Internet Information Services test page nete nennen nennen ne a EEEE Aa nee enne nn enne 25 Windows features option in Programs and Features window essere enne 27 Turn Windows features on or off dialog box eese neret nennen trennen teen nr enne trennen enne 28 Download the Reporting for Contact Center Software esses ener trennen 31 InstallShield Initialization dialog box s essesseseesssesesoneseeveesscscnetevesosenonsesosesssvssssesssonenbapsssuoeonensespeosanessieenee 32 RCC C mpatbihty Check di log box 5 ahi D tg eU era E i Doe ELE aeons 32 RCC Compatibility Check creating backup files essent ennemi nennen 33 RCC Compatibil
7. Checking Installation of the Windows Networking Component Follow the steps in this section 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 parameters 1 Start the Windows system on the PC where the Nortel Reporting for Contact Center application is installed Reporting for Contact Center Setup and Operations Guide 30 Installation 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 Installing Nortel Reporting f
8. Real Time Agent Summary Figure 75 Agent Summary Real Time screen shows the Agent Summary Real Time screen Nortel Reporting for Contact Center Windows Internet Explorer ioj xj Agent Summary You are currently viewing Skillsets SKILL1 SKILL2 SKILL3 v 2 5 412 0 61 On On With all Outgoing Internal Calls Call Call Held On On Non Supervising Available Skillset Logged Not Not Ris Contact Break Contact In Ready Available aNG Centre Time Centre Calls Calls Grouping ERE ahs ease ae eee eee ee isdi 0 2 0 12 j 0j o0 o0Jjo0 0 0 0 0 0 Dosku A A oj o f of aftofoafoaft of of o of 0 3 SKILLS Connection Status Figure 75 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 displayed are the skillsets selected on the Real Time page as shown in Figure 73 Real Time page NN40040 303 Using Reporting for Contact Center 89 This Real Time screen indicates the numbers and states current activities of the logged in Agents for each of the selected Skillsets Note 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
9. Reporting for Contact Center Setup and Operations Guide 18 Installation Note The Reporting for Contact Center directory will be left behind along with folders and files required for log information for any saved Log files from activity in the uninstalled version of Reporting for Contact Center To remove these files the user must manually delete them using Windows Explorer Upgrading a Previous Version of Reporting for Contact Center To upgrade a previous version of Nortel Reporting for Contact Center perform the following steps 1 Uninstall the current version of Nortel Reporting for Contact Center from the Web Host PC refer to Uninstalling Reporting for Contact Center on page 17 2 Install the latest version of Nortel Reporting for Contact Center from the location that this resides and double click on the Reporting for Contact Center exe file 3 InstallShield Wizard will open up Follow the on screen instructions to be guided through the installation process Note You DO NOT need to uninstall Microsoft SQL Server 2005 Microsoft NET Framework 2 0 or Java SE Runtime Environment 6 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
10. A109 A Figure 92 Agent Alarms Values page NN40040 303 Using Reporting for Contact Center 101 Select the value for each Agent State To save the Agent Alarms Values settings click Submit The Agent Alarms Setup page appears See Figure 91 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 91 Agent Alarms Setup page Reporting for Contact Center Setup and Operations Guide 102 Using Reporting for Contact Center 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 72 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 They are updated approximately every 1 default or 3 seconds depending on the settings on the Contact Center Connection page see Contact Center Connection on page 60
11. Logging Select Logging to view the Logging Menu page shown in Figure 68 Logging Menu page Nortel Reporting for Contact Center Windows Internet Explorer B iol x Go m e http lacalhost rcc2 5 admin pages logaing asp z 4 X fco pie Ww ae nNnortel Reporting for Contact Center teh gt E ooh Page 7 Tools i NORTEL Main Logout Help Admin v 2 5 415 0 61 Logging Menu This section allows log files relating to Reporting for Contact Center to be collected From this screen you may compact the current log files into a single zip archive and download log files System Administration Archive Logs Stamp Real Time Log Maintenance Log files location System Status C Program Files Nortel Reporting for Contact Center Logs Logging Company Details Ee Download Logs pad Download Logs Download Logs 2006 1102 04 09 43 __ Download Logs Contact Centre Connection Ei E Local intranet R10 7 Figure 68 Logging Menu page Various diagnostic logs are always running when Nortel Reporting for Contact Center is operational The Logging Menu allows you to Archive the current log files and download any previously archived log files To Archive the current log files click the Archive Logs button This will create a single zip archive file of the current log files A new entry will appear in the list of archived files table following the Log files
12. Reporting for Contact Center Setup and Operations Guide BCM50 3 0 Contact Center Document Number NN40040 303 Document Status Standard Document Version 01 01 Date August 2007 NCRTEL Copyright 2006 2007 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 IaS POE FRCS sc race re ac rene a mone temewone ene woue tunewauetemewenctomeweue teaewaneteaaiweseadss 6 UK EON CI eee Let 9 How to Use this Guide 5 5 ao rieece eere a serus aai asso asa a ase asus ase ariaa 11 aligove Blo ol ECC IET ERUDITI TULIP ID Ir 11 How this guide is organized sinsin idii einai a diei aa iai eaa i iiaii adii 11 How toget HeD saa a a e eR QU eria aE
13. 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 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 NN40040 303 Using Reporting for Contact Center 105 Service Level 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 72 User Main Menu page The Wallboard Menu page shown in Figure 93 Wallboard Menu page appears Nortel Reporting for Contact Center Windows Internet Explorer limi xi Oc X je http flocalhost rcc2 5 wallboard_pages wallboard_index asp z gt X Google w abe nNnortel Reporting for Contact Center t m 7 i Page E C Tools Main Logout Help Admin v 2 5 412 0 61 Wallboard Menu Please select an option from the left hand side RealTime Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules il
14. w d nortel Reporting for Contact Center NORTEL Main Logout Help Admin v 2 5 412 0 61 Save Favourites Please give the favourite a name by entering it below Favourite name Skii183 Agent Alarms Cancel Wallboard Setup RealTime Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data il E Local intranet 100 4 Figure 120 Save Favorites 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 120 Save Favorites page Mary Smith created a favorite that contains the Skillsets SKILL1 and SKILL3 called Skill1 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 All 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 NN40040 303 Using Reporting for Contact Center 143 Saving your Daily Schedule 1 To save your Daily Schedule click Submit The Your
15. 74 77 86 90 91 93 95 98 104 139 148 156 171 172 175 Contact Center Connection 13 59 60 61 64 102 Contact Center Reporting Server 47 61 Control key Ctrl 57 75 81 141 169 171 Control Panel 17 20 21 24 26 30 55 56 D Daily Schedules 135 136 137 138 139 140 141 143 144 145 146 Danish 13 Direct Call 88 174 175 Dutch 13 Edit Parameters 110 111 Edit User 71 Edit Wallboard 109 110 Element Manager 30 F Favorites 14 57 81 85 99 129 141 142 150 157 168 French 13 G German 13 H Help Request by Supervisor report 163 I IBM 15 Incoming Call by Skillset report 167 Indirect Call 174 Installation 11 17 20 22 23 24 29 30 43 44 45 46 47 48 49 177 InstallShield 17 18 21 32 34 37 38 39 40 41 43 Instant Messages 104 105 128 129 130 Intel 15 Internet Explorer 13 15 16 17 18 19 24 30 57 81 Internet Information Services 16 20 21 22 23 24 25 26 277 28 47 63 Introduction 11 13 17 161 IP Address 30 57 61 81 107 ipView Softboard 26 102 103 107 176 Italian 13 NN40040 303 Index 179 J Java Runtime Environment 18 46 77 85 L Language Support 13 Latin American Spanish 13 License Agreement 35 40 41 Log on 81 Logging Menu 78 Login 30 34 53 57 58 81 116 127 Longest Waiting Time 87 92 M Maintenance 20 63 64 76 177 Microproces
16. Click OK on the error message displayed The Nortel Reporting for Contact Center setup will stop and be rolled back To install Nortel Reporting for Contact Center increase the Web Host PC specification as requested in step 9 Run the Nortel Reporting for Contact Center setup again as follows e Ifthe Reporting for Contact Center executable was saved to the Web Host PC close any Windows programs and double click on the executable file to run Nortel Reporting for Contact Center Go to step 7 e Ifthe Nortel Reporting for Contact Center download was run directly from the BCM50 3 0 Reporting for Contact Center download page go back to step 1 The Choose Setup Language dialog box will be displayed as shown in Figure 15 Choose Setup Language dialog box which allows you to select the default language for your installation of Nortel Reporting for Contact Center Reporting for Contact Center Setup and Operations Guide 34 Installation Choose Setup Language x ge Select the language for this installation from the choices below Figure 15 Choose Setup Language dialog box Note 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 W
17. Morte Reporting for Contact Center DBMS SGLEXPR EXE InstallShield Cancel Figure 26 Setup Status dialog box The Setup Status dialog box shows the progress of the installation To cancel the installation at this stage click Cancel 24 The message shown in Figure 27 Java installation dialog box appears Wait for the installation to complete ey Please wait while the Java Runtime is installed This may take a few minutes Figure 27 Java installation dialog box Note The Java Runtime is not installed into the same folders as Nortel Reporting for Contact Center it is installed into ava on the target hard drive 25 When installation is complete the InstallShield Wizard Complete dialog box shown in Figure 28 Installation Complete dialog box appears Reporting for Contact Center Setup and Operations Guide 44 Installation Reporting for Contact Center InstallShield Wizard Complete The InstallShield Wizard has successfully installed Reporting for Contact Center Before you can use the program you must restart pour computer E A a A C No will restart my computer later Installation is not yet complete After the reboot a user with local administration rights must log in to continue with the installation ET Figure 28 Installation Complete dialog box Note Before Nortel Reporting for Contact Center can operate correctly you must restart your Web Host PC For the installat
18. NORTEL Main Logout Help Admin v 2 5 424 0 61 Add Weekly Schedule Schedule Name Please select the day on which you wish to have your WeeklyCalls weekly scheduled reports printed CIES Agent Alarms ivi Select printer O Agent Audit by Agent No printers available v Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 23 w 59 v Answered Calls by Skillset Print time Answered CLID DNIS 07 w 00 v Call Average by Skillset Cancel Forais uomit Cancel Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Real Time Wallboard Setup Report period start time 00 v 00 v Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data L1 EI E CJ ET CJ E31 ISI ET EST SE ST ET DJ E O Figure 126 Add Weekly Schedule page example schedule Mary Smith selected the Answered Calls by Skillset Abandoned Call by Skillset Abandoned CLID DNIS and Call Average by Skillset 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 c
19. Your reports will print from this time plus the Print Delay time View Cancel print jobs Y Local intranet Qio Figure 136 Reports and Schedules page NN40040 303 Reports Explained 163 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 Single only reports reports that can only be generated on their own Generating reports Perform the following steps to obtain a report 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 by Supervisor Unanswered Help Request by Agent and System Configuration For information about selecting Skillsets refer to Selecting Skillsets For information about selecting Agents refer to Selecting Agents For information about selecting Activity Codes refer to Selecting Activity Codes 2 Nextto the From Date and To Date fields click the calendar icon and specify a date See Figure 137 Selecting a Date Range A maximum date range of one year can be selected Use the arrows buttons such as Year to change
20. Z Figure 141 Select Activity Codes page Use the following techniques to select Activity Codes from the Activity Codes list NN40040 303 Reports Explained 171 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 Latest Contact Center Data item see Figure 136 Reports and Schedules page page 162 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 occur
21. and confirm the password by entering the same password in the Please confirm new password field After you make the necessary changes click Submit The System Administration Menu page shown in Figure 57 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 59 User Admin page Nortel Reporting for Contact Center Windows Internet Explorer Gc je http localhost rcc2 5 admin pages user _list asp delete 2 j LX Google wood Nortel Reporting for Contact Center pc E mh Page 0 Tools x v 2 5 412 0 61 User Admin A list of configured users appears below help is available by clicking the help button above Contact Centre Connection There are currently no users in the system System Administration Add System Admin Settings Us
22. and they cannot change their own settings They can assign and work with Wallboards Wallboard Users have access only to the Skillsets that were assigned 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
23. eh pee ee Weekly Schedules LI Answered CLID DNIS Report period start time Monthly Schedules Call Average by Skillset Get Latest Contact Center Data m Call cde y zx A 00 z eport period end time Incoming Call by Skillset oq mim 23 59 Activity Code by Agent Print time C Activity Code by Pegs 07 v 00 Activity Code by Skillset Submit Cun ET Ri Rost ty Sepa Submit Cancel System Configuration Unanswered Help Request by Agent Figure 118 Add Daily Schedule page example settings Reporting for Contact Center Setup and Operations Guide 140 Using Reporting for Contact Center Mary Smith selected the Answered Calls by Skillset Abandoned Calls by Skillset and Abandoned CLID DNIS 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 AnswAband and the reports start to be generated at 08 30 on the Cannon iT5000 6000 PCLS5e 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 119 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 116 Your Daily Schedules page appear
24. flocalhost rcc2 5 report_pages skillset_select asp z it x Google w P1 Nortel Reporting For Contact Center tm E dh v Page 3 Tools ze Logout Help Admin v 2 5 412 0 61 Select Skillsets Please select the Skillsets you wish to report on Real Time Favourites Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data SelectAll Create Favourite Submit Cancel il pne UP TT TD use Aa 7 Figure 139 Select Skillsets page e For information about using Skillset selection lists see page 141 e For information about using Favorites see page 141 Selecting Agents If you select to generate any of the following reports you must choose the Skillsets for which you want the reports generated Agent Activity by Agent Agent Audit by Agent Agent Average by Agent Agent Profile by Agent The Select Agents page shown in Figure 140 Select Agents or Skillsets page appears NN40040 303 Reports Explained 169 Nortel Reporting for Contact Center Windows Internet Explorer lolx Gc Y e http localhost rcc2 5 report pages agent select asp X Google Pir Ww d Nortel Reporting for Contact Center te x 4 E 1 gt Page E gG Tools ii Main Logout Help Admin v 2 5 412 0 61 Select Agents or Skillsets For your agent reports p
25. 121 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 121 Your Daily Schedules with a Schedule in the List Delete Click Delete to remove the Schedule from the system and to remove its listing from the Your Daily Schedules page Reporting for Contact Center Setup and Operations Guide 146 Using Reporting for Contact Center 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 115 Reports and Schedules page select Weekly Schedules to view the Your Weekly Schedules page See Figure 123 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 Nortel Reporting for Contact Center Windows Internet Explorer Oc m e http flocalhost rcc2 5 schedule_pages weekly_schedules asp delete 30 z 441 X Google Ww ae nNnortel Reporting for Contact Center t E ood o Page 07 Tools e NORTEL Main Logout Help Admin v 2 5 412 0 61 Your Weekly
26. 175 Service Level 87 88 92 102 105 119 175 Skillset Assignment 65 69 72 73 75 Skillset selection 14 85 99 107 129 131 132 134 150 157 168 Spanish 13 Statistical Data 14 16 Summary Messages 102 104 Supervisor 95 163 175 Supervisor Monitor 175 SVGA 15 Swedish 13 System Admin Settings 65 66 System Administration Menu 65 67 72 System Status 76 77 T TCP IP 15 29 30 175 176 Time Bins 83 131 132 133 134 173 175 Time Bins Setup 83 131 Title 108 176 Troubleshooting 20 63 177 U Unanswered Help Request by Agent report 163 United Kingdom English 13 Unread Skillset Messages 87 Upgrading 17 18 177 URL 57 81 User 11 13 14 15 17 34 35 62 65 66 67 68 69 70 71 72 73 74 75 80 81 82 83 84 87 98 99 102 103 104 105 106 108 115 116 120 126 128 129 131 132 135 139 148 150 156 157 161 172 173 176 User Admin 65 66 67 69 70 71 72 V Voice PSTN Call 90 94 174 175 W Wallboard 62 69 83 102 104 105 106 107 108 109 110 111 112 117 118 123 125 128 176 Wallboard Assignment 69 105 106 Reporting for Contact Center Setup and Operations Guide 180 Index Web Host 13 15 17 18 20 23 25 26 29 32 44 53 54 Windows 95 98 123 124 147 57 60 61 63 77 81 135 139 148 155 161 165 Windows Networking Component 29 Web Host PC 13 15 17 18 20 23 25 26
27. 24 Exit Setup warning message box Erit Setup hl Setup is not complete If you quit the setup program now the features you requested to add remove will not be installed uninstalled You may run the setup program at a later time to complete the operations 4re you sure you want to quit the setup Yes Figure 24 Exit Setup warning message box Click Yes to quit the installation The InstallShield Wizard Completed dialog box appears Click Finish to exit the Wizard Reporting for Contact Center Setup and Operations Guide 42 Installation 21 The Choose Destination Location dialog box shown in Figure 25 Choose Destination Location dialog box appears Reporting for Contact Center Choose Destination Location Select folder where setup will install files nee Installshield Figure 25 Choose Destination Location dialog box 22 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 destination To proceed with the installation click Next To cancel the installation click Cancel 23 The Setup Status dialog box shown in Figure 26 Setup Status dialog box appears NN40040 303 Installation 43 Reporting for Contact Center Setup Status Reporting for Contact Center is configuring your new software installation C 5
28. Administration Menu page See Figure 56 Administration Menu page Note To remind you that you logged in as an Administrator Administration appears in the blue bar at the top of each Administration page Nortel Reporting for Contact Center Windows Internet Explorer Go Y e http localhost rcc2 5 admin pages admin index asp z 4 X Google we te Nortel Reporting For Contact Center Tp E deh page Tools Main Logout Help Admin v 2 5 412 0 61 Administration Menu Welcome Contact Centre Connection B Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting il f ranae A109 7 Figure 56 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 60 The following sections describe the System Administration Maintenance Company Details and Reporting options NN40040 303 Administration 65 System Administration Select System Administration to view the System Administration Menu page shown in Figure 57 System Administration Menu page Nortel Reporting for Contact Center Windows Internet Explorer ey Y e http localhost rcc2 5 admin pages security index asp 44 X Google r we k Nortel Reporting
29. 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 106 Assigned Alarms page with an alarm configured appears Click Cancel to view the Assigned Alarms page without saving your changes NN40040 303 Using Reporting for Contact Center 123 inl xi l x coo0 e fh ED eh gt pease Tons Nortel Reporting for Contact Center Windows Internet Explorer ey I http localhost rcc2 5 wallboard_pages wallboard_alarms_list asp skillsets 0 1 2 3 D d Nortel Reporting for Contact Center NORTEL Logout v 2 5 412 0 61 Help Admin Main Assigned Alarms Your alarms appear below RealTime System 08 30 5 Wallboard Setup Wallboard Assignment Messages Add Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules E oT treat intranet 0 A08 7 Figure 106 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 pa
30. Contact Center Windows Internet Explorer Gc http flocalhost rcc2 5 schedule_pages weekly_schedules asp 41 Google w ae Nortel Reporting for Contact Center th gt E odo Page 07 Tools ES NORTEL Main Logout Help Admin v 2 5 412 0 61 Your Weekly Schedules Your Weekly Print Schedules appear below Help is available by clicking the help button above Real Time Agent Alarms e Name Skillset Created Print Welboerd Sui WeeklyCals 300ct2006 08 30 V Deactivate Edi Delete Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data i3 Local intranet Figure 128 Your Weekly Schedule page with a Print 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 Reporting for Contact Center Setup and Operations Guide 152 Using Reporting for Contact Center Activate Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedule is due to run When
31. Daily Schedules page shown in Figure 121 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 116 Your Daily Schedules page Note If you included the Agent Audit by Agent Agent Profile by Agent Agent Activity by Agent Agent Average by Agent Activity Code by Skillset Activity Code by Agent or the Activity Code Report by 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 172 Agent Reports 172 Activity Code by Skillset 172 Activity Code by Agents and 172 Activity Code by Pegs Nortel Reporting for Contact Center Windows Internet Explorer Oo http localhost rcc2 5 schedule pages daily schedules asp z t X Googe CR gt A h E aoe Toe w d Nortel Reporting for Contact Center Logout v 2 5 412 0 61 Your Daily Schedules Your Daily Print Schedules appear below Help is available by clicking the RealTime o help button above Agent Alarms Name Skillset Created ee AnswAband 30 Oct2006 08 30 v1 Deactivate Edit Delete Wallboard Setup Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contac
32. Five parameters are provided in the Download Status window as follows i Data download progress this indicates the percentage of data download completion by way of a progress bar and a percentage When 100 download completion is reached the progress bar will display the text RCC Database Update Complete NN40040 303 Administration 63 Note After Reporting for Contact Center is installed it queries the Contact Center for any Contact Center data that the Contact Center has accumulated ii Status an indicator light will be displayed A green indicator light shows 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 403 on the type of error messages that can be displayed and how to troubleshoot them iii Time this is the time in hours minutes and seconds that the current download has been running This data is updated every 9 10 seconds iv Processing Calls From this 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 Data download pro
33. For Contact Center fpc Bl gt ey pb Page v 0 Tools Help Admin v 2 5 412 0 61 System Administration Menu Please select an option from the administration menu on the left hand side f to continue Contact Centre Connection System Administration System Admin Settings User Admin Skillset Assignment System Configuration Maintenance Company Details Reporting B Local intranet 100 4 Figure 57 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 Reporting for Contact Center Setup and Operations Guide 66 Administration 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 Note Do not use System Admin Settings to
34. From the Language list specify the User language preference which dictates the language 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 NN40040 303 Administration 69 5 Ifthe User is also an Administrator select the Administrator check box whether the User is a regular User or an Administrator 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 Table 1 Administrator and User Permissions Permission Level Capabilities Regular Users 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 Regular 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
35. 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 Rise Figure 7 Internet Information Services test page This window also contains useful 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 Reporting for Contact Center Setup and Operations Guide 26 Installation 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 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 Int
36. J xXx A D dh i Page G Tc d e Nortel Reporting For Contact Center NORTEL Main Logout Help Admin v 2 5 424 0 Edit Monthly Schedule Schedule Name Select printer RealTime e lMonhyCals j No printers available M Edit Monthly Schedule Report period start time Agent Alarms C Agent Activity by Agent 00 v 00 v O Agent Audit by Agent Sony eport period end time Wallboard Setup LI Agent Average by Agent 23 w 59 v O Agent Capacity by Skillset O Agent Profile by Agent Printtime Time Bins Se n V Abandoned Calls by Skillset 07 v 00 vj v Abandoned CLID DNIS Reports ond Schedules a 7 Answered Calls by Skillset Daily Schedules Weekly Schedules 0 Answered CLID DNIS Monthly Schedules v Call Average by Skillset Get Latest Contact Center Data oO Call Profile CO Incoming Call by Skillset O Summary Activity Code by Agent C Activity Code by Pegs O Activity Code by Skillset CO Help Request by Supervisor System Configuration Unanswered Help Request by Agent Lal B Interner amp 100 Figure 135 Edit Monthly Schedule page 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 S
37. MB minimum Network Interface Card TCP IP protocol SVGA display Reporting for Contact Center Setup and Operations Guide 16 Introduction Mouse or other Windows compatible pointing device Microsoft Internet Explorer version 6 0 Service Pack SP 1 or later Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 5 0 or later 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 and operation of application on Web Server 1 4 GB Recommended storage space for Historical Data 4 GB Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows 2000 5 00 2195 SP4 Windows XP Professional Version 2002 SP2 Windows Server 2003 Standard Edition SP1 Windows Vista Business or Ultimate Edition NN40040 303 Installation 17 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 the Nortel Contact Center The Web Host PC also stores the Contact Center statisti
38. ODE EE PORTER ue cec rte EROR ER ERES 71 Skills t Assignment page 3 1 tam eiae par EO ERR DO RR Db p n E EO RHET ERRORS 73 Assigned Skills ts page n gene S ERR COP eR OD ke bi ERR OR LIRE P SESS 74 Skills ts Assigned to User Mary Smith ince e Reiter rhet E CERE ERE eR D Pe E EEES 75 Maintenance Menu page n ero pL E D RUE EO EEE a DORUM EDO re nes 76 System Status page ir err DR OREL Ree D tpa ee tee he bi sass REEL ertet bet pet tati E E TI Logging Men pase EE 78 Company Details page a Rea e aeree eee e De EE RO Rr eret e ip ate TERR E ge nte le ue e re ee PEE ET 79 Maiti Menu page MEE dahon atin ska en inlaid aaa 80 Change Password page o eet teh tereti EIS te x Ug pto ede e E Mg repre ie op ee Vie e HR EYES 82 User Main Menu page eerie ea etis inten ete e es ea iecit te tee Vete eap ot 83 Real Time pate CER 84 Call Summary Real Time screens sneri nenoaia eaii a aiaei K a SEa CEEA Ea TEE EE e e E coe does p Deu dep eee 85 Agent Summary Real Time Screen nuran EE E RER a Ee E A EEA E TERE 88 Real Time Call Detail Screen iei ec p er eee tee er E EAEE E ee te de Pea Me Ee apne nets 90 Agent Detail Real Tire ee our ean Re ingen P ete Me oce ro Up ep ena 92 Available state 54st te e ie a ree iet t caet genet e Ue tio ee eae aes 93 Br ak bcm M 93 All Calls Held state esee eret e ten cede Ee RH e de ce ea e ra eei erias 93 coming PSTN State e 94 Incoming Nom CCE state m 9
39. Rea LT Ed SRL Rada 153 Monthly Schedule Skillsets ssssssssssssssseseesee eee enne 157 Saving your Monthly Schedule ssssssssssssssssseeeee ener en nennen nnn enne ens 158 PRS OES uud aoa caddie LG dba tub deben adver ubdts ad PAR Adr de Edda 161 Reports Introduction itse i erede ape or p a Rp o t e e e Reda 161 General niii i adel dpi tug Ed sev Ed aa a adda du e adel 161 NN40040 303 Table of Contents 5 Reports Explained ia iP epe Cep ELE ede 161 Using he Repone MERE 161 Generating reports tein et tee ete ee tabe da e i DC DRE Ree Oe E dpt Peces 163 View a report orn SrO A 164 Send a report directly to the printer cccccceececeeeeeceeeeeeeaeeeeeeeeeeeeeeeaaeeeeaeeeeeeeesaeeesaeeseneeseeaeeeas 164 Cancel reports to be printed eene enne enne nnns 167 Selecting Skillsets ineat inn aiana ieta aaia sense estne nne nsa tn tain nnne en nsi natat nnn nnns 167 Selecting Agents uiri ime Pe dee De IR Ee eere aT p ro annaua nakoa ir a nugae 168 Selecting Activity Codes essssssssssssseseeseeeene entren en tnne enn nnns nentes tn nsns 170 Get Latest Contact Center Data item eee nenne 171 cnl 173 Referentes m 177 NGO K docere RT 178 Reporting for Contact Center Setup and Operations Guide 6 List of Figures
40. Schedules Your Weekly Print Schedules appear below Help is available by clicking the help button above RealTime You do not have any schedules defined Click add to begin adding Agent Alarms schedules Add Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data amp J Local intranet 100 4 Figure 123 Your Weekly Schedules page Follow the steps in this section to add a Weekly Schedule NN40040 303 Using Reporting for Contact Center 147 1 Click Add The Add Weekly Schedules page shown in Figure 124 Add Weekly Schedule page appears Nortel Reporting for Contact Center Windows Internet Explorer Gc ayy le http 30 30 30 11 rcc schedule pages add weekly schedule asp d e Nortel Reporting For Contact Center Help v 2 5 424 0 61 Add Weekly Schedule Schedule Name Please select the day on which you wish to have your weekly scheduled reports printed Sunday xj Real Time Agent Alarms ivi Select printer Agent Audit by Agent No printers available x Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 23 w 59 w Answered Calls by Skillset Print time aiit Schedules Answered CLID DNIS 07 o0 iv iid CE E eis Ren Incoming Call by
41. Setup Reports and Schedules il amp J Local intranet 100 4 Figure 102 Assigned Messages list example messages User Mary Smith clicked Submit to save her new message Her Assigned Messages List now includes the 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 303 Using Reporting for Contact Center 117 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 103 Assigned Alarms page Nortel Reporting for Contact Center Windows Internet Explorer lO xi 14t X aooge felz CR gt BY h EY aoe es Go http localhost rcc2 5 wallboard pages wallboard alarms list asp skillsets 0 1 2 3 w d Nortel Reporting for Contact Center NORTEL Main Logout Help Admin v 2 5 412 0 61 Assigned Alarms Your alarms appear below RealTime s You do not have any alarms configured for this Skillset Add Agent Al
42. Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Wallboard Setup Report period start time w o0 v Time Bins Setup Reports and Schedules L1 D ET OI EJ C EJ D EJ 9 Internet Figure 124 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 Selected reports have a check mark in the check box beside their name You can select multiple reports 4 The reports are generated for a calendar week From the list select the day on which the Weekly Schedule reports are generated Reporting for Contact Center Setup and Operations Guide 148 Using Reporting for Contact Center 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 125 Calendar for September 2003 On Saturday September 13 the Weekly Schedule generates Weekly reports These Reports contain information
43. Skiser System e Agent Alarms Day Day H Wallboard Setup Time o foo Message There are AN Agents Not Ready Please return to Available Wallboard Assignment Messages Real Time Alarms Schedules Cancel Instant Messages Time Bins Setup Reports and Schedules il SE Se SS ee Figure 108 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 126 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 T
44. 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 NN40040 303 Installation 19 Internet Properties General Security Privacy Content Connections Programs Advanced L Home page 5E You can change which page to use for your home page Address http www google com Use Curt Use Dena Temporary Intemet files A 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 Ean Figure 1 Internet Properties dialog box Note If you do not see the dialog box shown in Figure 1 Internet Properties dialog box 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 Internet Properties dialog box click Delete Files The Delete Files dialog box shown in Figure 2 Delete Files dialog box appears 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 Figu
45. a schedule is enabled the Activate button changes from Activate to Deactivate and a green check replaces the red cross similar to the following illustration v1 Deactivate Edit Click Edit to view the Edit Weekly Schedule page shown in Figure 129 Edit Weekly Schedule page Nortel Reporting for Contact Center Windows Internet Explorer Go Y le http 30 30 30 11 rcc schedule pages edit weekly schedule asp scheduleID 2 x 4 x Google xod f Nortel Reporting for Contact Center te D deh v fp Page Oi Tools v 2 5 424 0 61 Edit Weekly Schedule Schedule Name Please select the day on which you wish to have your Real Time WeeklyCalls weekly scheduled reports printed vj Reports Agent Alarms C Agent Activity by Agent Select printer O Agent Audit by Agent No printers available v att 9 by Ag Report period start time Agent Capacity by Skillset 00 vll00 v Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 25 59 um Answered Calls by Skillset Printtime Answered CLID DNIS 07 v o0 vj Call Average by Skillset Fall Pic Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Wallboard Setup Time Bins Setup Reports and Schedules Da
46. aa 1 v J Trusted sites 100 Done Figure 104 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 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 108 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 alarm conditions for different Skillsets and these different alarms can use the same Alarm NN40040 303 Using Reporting for Contact Center 119 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 an
47. any Skillset Reporting for Contact Center Setup and Operations Guide 70 Administration Note The default password for all new Users is 0000 The first time they login to Nortel Reporting for Contact Center they are prompted to change their password In the example shown in Figure 61 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 Windows Internet Explorer Oc i e http lacalhost rcc2 5 admin pages add users asp z 41 X Google Da Nortel Reporting for Contact Center ai E ood Page GO Tools E Main Logout Help v 2 5 412 0 61 Add User Please input the details of the user below Contact Centre Connection First name Mary System Administration Surname Smith System Admin Settings Mays User Admin RCC Username MaryS Skillset Assignment United Kingdom English gt Sustem Cunficuralione Language United Kingdom English Assign Wallboards V Maintenance Administrator O Submit Cancel Company Details Reporting 3 Local intranet Figure 61 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
48. 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 percentage 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 113 Time Bin Setup Skillset selection page Reporting for Contact Center Setup and Operations Guide 132 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Gc X e http lacalhost rcc2 5 configuration pages configuration index asp t X aoog Ww oe f Nortel Reporting for Con
49. change the username and password of other Users who are configured as Administrators To change the details of those Administrators use the User Admin Edit feature described in User Admin Select System Admin Settings to view the System Administrator details page shown in Figure 58 System Administrator details page Nortel Reporting for Contact Center Windows Internet Explorer Gc http localhost rcc2 5 admin pages system manager settings asp 1 X Goo uox norte Reporting for Contact Center i E v eh Page O Tools 2 NORTEL Main Logout Help Admin v 2 5 412 0 61 System Administrator Please enter the new details for the system manager below Please enter new username admin System Administration Please enter old password System Admin Settings PI t ee z eer Adm c lease enter new password Skillset Assignmen Please confirm new password System Confiquration p 2 Cancel Contact Centre Connection Maintenance Company Details Reporting E Local intranet 100 7 Figure 58 System Administrator details page 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 NN40040 303 Administration 67 To change the password provide the new password in the Please enter new password field
50. due to its large size 28 When the RCC DBI has completed it will launch the Install Verification Utility IVU refer to Install Verification Utility on page 46 and also the Print Caller Service PCS refer to Print Caller Service on page 48 Install Verification Utility The Install Verification Utility also known as IVU checks all the components of RCC to ensure they have been installed and configured correctly See Figure 31 RCC Install Verification Utility RCC Install Verification Utility IYU Checking Verifying CCRDB and RCCReports databases CCRDB Connection OK Refresh Figure 31 RCC Install Verification Utility The IVU checks the following e SQL Server installation e Database Status e Java Runtime Environment NN40040 303 Installation 47 e Microsoft Net Framework e RCC Ports and Firewalls e Internet Information Services IIS e Report Service e BCM connection The last check in the IVU is to verify a BCM connection from the Web Host PC The IVU will request BCM connection data A BCM Connection Data dialog box will open as shown in Figure 32 BCM Connection Data dialog box BCM Connection Data r Enter BCH Connection Data IP Address Network N ame Port 8088 CCRS Password Figure 32 BCM Connection Data dialog box The BCM connection details requested by IVU are as follows 1 IP Address Network Name enter the IP Address or the Network name of the B
51. for the different numbers of Agents Logged in at the various periods throughout the 24 hour cycle In the example shown in Figure 105 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 selected message is sent to the wallboards that are assigned to this Skillset Reporting for Contact Center Setup and Operations Guide 122 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
52. including upper and lowercase letters and digits It can be anything other than 0000 4 In the Confirm password field re enter your password 5 Click Submit 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 72 User Main Menu page appears NN40040 303 Using Reporting for Contact Center 83 Nortel Reporting for Contact Center Windows Internet Explorer Go m e http localhost rcc2 5 main main index asp x 4 X Goo Ww d Nortel Reporting for Contact Center th E E i Page E gG Tools ii NORTEL Main Logout Help v 2 5 412 0 61 Main Menu Welcome Mary Real Time a 1 From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules zl amp J Local intranet 10095 y Figure 72 User Main Menu page The page shown in Figure 72 User Main Menu page is the Main Menu for all regular non Administrator Users Note that the word Administrator is not displayed in the blue bar at the top of each page Also note that Nortel Re
53. location on the Logging Menu page Recently created log file archives are indicated by a yellow star To stamp the Real Time log click the Stamp Real Time Log button This will stamp the Real Time log constantly for 15 seconds As the Real Time log can be quite large this option is useful for tracking down a problem to a specific time Clicking the Stamp Real Time Log button will disable the button for 15 seconds Stamping cannot be initiated again in this time until 15 seconds have passed After this time has elapsed the button will be enabled NN40040 303 Administration 79 To download a log file archive click the Download Logs button next to the desired archive and save it to a location on your computer Note The maximum number of archives you can create is 5 When a 6 archive is created it will automatically delete the oldest archive The file naming convention includes in the same order the year month day hour minute and second that the archive was created this can be used to determine how old the log file archive is To view the contents of the archive you will need to have either WinZip WinRAR or any other compatible zip file viewer installed The default compressed folder viewer that comes with Windows XP and above will not work with these archives Company Details The Company Details page allows you to enter details about your company or site See Figure 69 Company Details page To view the page select Company D
54. open the Print Status page to view print jobs by clicking on View Cancel print jobs from the Reports and Schedules page NN40040 303 Reports Explained 167 Cancel reports to be printed Perform one of the following to cancel report print jobs before they are due to print e From the Print Status page click Cancel Print next to each report print job To cancel all print jobs click Cancel All or e Ifthe Print Status page is already closed re open the Print Status page to view all ad hoc print requests by clicking on View Cancel print jobs from the Reports and Schedules page Click Cancel Print next to each report print job to cancel or click Cancel All to cancel all print jobs Selecting Skillsets If you select to generate any of the following reports you must choose the Skillsets for which you want the reports generated Agent Capacity by Skillset Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Activity Code by Pegs Activity Code by Skillset If you select to generate one of the reports in the list the Select Skillsets page shown in Figure 139 Select Skillsets page appears Reporting for Contact Center Setup and Operations Guide 168 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer Co M e http
55. the year and month of the calendar Reporting for Contact Center Setup and Operations Guide 164 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer JS id e http lacalhost rcc2 5 report pages report index asp EUER w d f Nortel Reporting for Contact Center ta E M y Page m Tools En v 2 5 412 0 61 Reports and Schedules Please select the report you wish to view from the list below Real Time From Date From Time To Date To Time yyyy mmidd 24 Hour Format yyyy mm dd 24 Hour Format Agent Al 2006 10 30 00 00 2006 10 30 3 Select a Date Oct 2006 z lt Year lt Mon Mon gt Year gt gt Weltoen Soe Report Names All Reports Open Reports Explair Sun Agent Activity by Agent I Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent f Tue z E Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Ich loo TRllelel JEHA B R e i i is e Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS ORBORBORBORI Call Average by Skillset L E E E E E Leister Call Profile isl Select a Date LET FT FF i tocat intranet Rio 7 Figure 137 Selecting a Date Range 3 Use the From
56. 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 can occupy any position on a software wallboard When you have selected your parameters click Submit The Wallboard Setup page appears See Figure 93 Wallboard Menu page Reporting for Contact Center Setup and Operations Guide 112 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 93 Wallboard Menu page Messages The Messages option allows you to create and store messages that can be used as Alarm or Scheduled messages Select the Wallboard Setup Messages option to view the Assigned Messages page shown in Figure 99 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 Figure 99 Assigned Messages page NN40040 303 Using Reporting for Contact Center 113 Nortel Reporting for Contact Center Windows Internet Explorer PE xl 2 ng w du nNnortel Repor
57. 0 10 F Time Bin 2 00 v Time Bin 200 v Time Bin 3 00 v Time Bin 3 00 v Time Bins Setup Time Bin 4 00 v Time Bin 4 00 v Time Bin 5 00 v Time Bin 5 00 v Time Bin 6 01 v Time Bin 6 01 7 Wallboard Setup Reports and Schedules amp J Local intranet 100 Figure 114 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 134 Using Reporting for Contact C
58. 0 0 0 100 Connection Status Media T i Answered Abandoned Disconnected e Waiting Delayed pi panadey Overflow DH Figure 76 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 Public Switched Telephone Network PSTN Calls and a total for both types of calls The following sections describe the available information 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 NN40040 303 Using Reporting for Contact Center 91 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 Alert indicates the number of currently
59. 2 or later are uninstalled from the Web Host PC before installing Nortel Reporting for Contact Center This is because Microsoft NET Framework 1 2 or later are not compatible with SQL Server 2005 Express which is included in the BCM50 3 0 Nortel Reporting for Contact Center installation Note Microsoft NET Framework versions 1 0 1 1 and 2 0 do not have to be uninstalled To check and uninstall the incompatible versions of NET Framework installed on the Web Host PC perform the following 1 From the Start menu select Settings gt Control Panel 2 Double click on Add or Remove Programs 3 View the list of programs installed on the PC If Microsoft NET Framework 1 2 or a later version is listed click on the Remove button NN40040 303 Installation 21 4 Follow the InstallShield Wizard instructions to uninstall the program Installing Microsoft Internet Information Services You can install Microsoft Internet Information Services through the Add or Remove Programs dialog box using the Add Remove Windows Components icon See Figure 3 Add or Remove Programs 5 Add or Remove Programs E 15 xl Ed t fi Currently installed programs Show updates Sort by Frequency of Use Change or yea Adobe Acrobat Reader 6 0 2 Update DIES Click here For support information Size Rd c g To change this program or remove it From your computer click Change or Remove Add New If Adobe Acrobat and Reader 6 0
60. 29 32 44 53 Windows Vista 16 26 29 54 57 60 61 63 77 81 135 139 148 155 161 165 Windows XP 16 30 79 Web page 68 70 174 With All Calls Held 90 Weekly Schedules 135 146 147 148 149 150 151 152 153 X Windows 16 17 18 21 22 23 24 26 27 28 29 30 47 49 52 53 54 55 56 79 XML 76 Windows 2000 16 30 Windows 2003 16 148 NN40040 303
61. 3 Update Programs f am ES Adobe Reader 6 0 1 rarely Add Remove Windows Components z Adobe Download Manager 1 2 Remove Only rarely CA eTrust Antivirus rarely T ClarifyCRM Configurator 12i5R1 05 rarely A B ClarifyCRM12i5R1 05 Client For Oracle rarely Set Program DivX Codec rarely Access and A Defaults Ell Divx Player rarely EPSON CardMonitor rarely BB EPSON PhotoStarter3 1 rarely ES EPSON Print CD rarely ped EPSON PRINT Image Framer Tool2 1 rarely fa ESPR300 Reference Guide rarely fa ESPR300 Software Guide rarely 8 FSPR3N0 Standalone Guide varaly Figure 3 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 4 Windows Components Wizard Reporting for Contact Center Setup and Operations Guide 22 Installation Windows Components Wizard Windows Components You 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 P Indexing Service e Internet
62. 4 Intercom S PI CH 94 Multimedia Sta Er MR NIRE RR ERR ERRORI EE ees 95 onini dM E e e Eare E EEA E chee in ee eet E T EEA E E E 95 Not Available stat REIR RORIS 96 N t Ready Stale lt lt sitesi 96 Siria CallstatE P esoe eee ese ished eee toed eet dee i eel at E 96 Hali at ACIE cU 96 Agent Alarms menu page oio a qoi edes er RE EN esto bs ERR ER e as toate 98 Agent Alarms Setup pape eene etie tte ee tt e e EP cvpae e o REPRE ER RD EEUU EXE RE teg eiie rene 99 Agent Alarms Values page caseo iced rt ERE RURPIRO He EE REA EE eves REA HRS RE Peer dante 100 Wallboard Men page rse eee ete aep ii oponen io tp e e etes 105 Wallboard Assignment page eter etr ope tee eee HE RI the e Er to p ti eere teca 106 Add Wall board page et eed efti re o ee RE epee eei on eee 107 Wallboard Setup page with a wallboard listed seen enne 109 Edit Wallbo rd pagez 5 entere ie eot eee o fo n ent eiecti ato e d tec enim 110 Edit Parameters page 4o reete ced etre eoa de EE Hd et ed ret yt aede epe 111 Assigned Messages page 5i etis pbi oret fe pe pet e Poets Ete tede tr pre dre et 113 Add Mess re PAE meere eoe 114 Add Message page example text eene eet nete ate tee demi rrt erre EE greet 115 Assigned Messages list example messages
63. 40 303 Using Reporting for Contact Center 129 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 e For more information about using Skillset selection lists see page 141 e For more information about using Favorites see page 141 In the example shown in Figure 111 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 112 Composing an Instant Message Nortel Reporting for Contact Center Windows Internet Explorer Gc http localhost rcc2 5 wallboard pages instant message asp skillsets 0 1 2 3 w de Nortel Reporting for Contact Center ta E ch si is Page z T Tools z Main Logout Help v 2 5 412 0 61 Instant Messages Please select a message from your existing messages or type a new Real Time message if required Existing messages Agent Alarms There are AN Agents Not Ready Please return to Available 7 Wallboard Setup New message Wallboard Assianment Martin you have left your car lights on Messages Alarms homie _Send Cancel Instant Messages Time Bins Setup Reports and Schedules u E Local intranet R10 7
64. CM also known as Contact Center platform 2 Port this should be defaulted to the correct port number of 8088 3 CCRS Password when Nortel Reporting for Contact Center requests Real Time or Historical Report data from the Contact Center a password is included in the data request This password is set within the Contact Center using CallPilot Manager The default CCRS password is CCRS Click OK to submit the BCM Connection data To verify the BCM IP Address and CCRS password entered the IVU will connect to the BCM to get some Real Time and Historical Report data as shown in Figure 33 RCC Install Verification Utility verifying BCM connection Reporting for Contact Center Setup and Operations Guide 48 Installation RCC Install Verification Utility IVU iol x SQL DB Java Net Ports Service BCM 2 Checking Requesting BCM connection data from user BCM IP Address Network Name 30 30 30 6 Port number 8088 Getting BCM realtime data Please Wait Refresh Figure 33 RCC Install Verification Utility verifying BCM connection After successful connection to the BCM a message box will be displayed to confirm whether you want to save the BCM connection settings See Figure 34 Save BCM connection settings message box Save BCM connection settings 9 Both realtime and historical requests were successful EJ P IP Address Network Name 30 30 30 6 Port 8088 Do
65. 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 answer it and Nortel Reporting for Contact Center automatically took the call back to the Skillset queue and made them Not Ready Not Available Not Available indicates the number of Agents who are in the Not Available State An agent may enter the Not Available state through actions like F981 voice mail lifting the receiver while not answering a call and any other action that removes their ability to receive a call Ringing Ringing indicates the number of Agents who have calls currently ringing on their handset On Contact Center Calls On Contact 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 a
66. Deleting Temporary Internet Files sssessssssseseseeeneeeene enne nre 18 Installation prerequisites eisino a nesa eaa E eet nennen nennen nenne rennen nennen nnne 20 Installing Microsoft Internet Information Services sssssssssssseeeeeneneenn 21 Port Numbers used by Nortel Reporting for Contact Center sss 26 Settings required for Windows Vista with IIS 7 0 26 Installing Nortel Reporting for Contact Center software sssssssssseee eee 29 TOGP IPBIOIDGOI e tttetet itn a re t E EB Ete ee Creta d ede terre saute 29 Checking Installation of the Windows Networking Component sesseeeeeee 29 Installing Nortel Reporting for Contact Center for a Business Communications Manager Installation od PE DeL MN e ULM M e a a het E E oer 30 Install Verification Utility enne nennen nennen 46 Print Caller ServiGe 1 e curte nei eirca ea ies Lea a ase e e eR Ya Ea OV udo UN add enda 49 OPUS GS tsi Oe a te eL MC ate cssuedasa ST M LITE D Um dos un 56 Reporting for Contact Center Setup and Operations Guide 4 Table of Contents AdminisiratilOn sce sek rn nii nnccionconnon noc OO OC O OCCORRE CE 57 Eogging lp s estate hte nner E cer rer ec ere eer csset at dtt distet atur 57 Changing Default Password sssssssssssssseseese enne nter sn trnn inrer nnne nennen 58 Contact Center Connection sesssssssssesssessss esee en nnnnennn
67. Explorer 0 0 MB 13 5 MB aJ Management and Monitoring Tools 2 0 MB SZ Messane Queuing f1fl MR xl Internet Information Services II5 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 Deis lt Back Cancel Figure 4 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 5 Windows Components Wizard Installation NN40040 303 Installation 23 Windows Components Wizard x 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 5 Windows Components Wizard Installation Windows now installs your Internet Information Servic
68. Figure 112 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 Reporting for Contact Center Setup and Operations Guide 130 Using Reporting for Contact Center 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 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 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 103 NN40040 303 Using Reporting for Contact Center 131 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
69. Figure 98 Edit Parameters page NN40040 303 Using Reporting for Contact Center 111 Nortel Reporting for Contact Center Windows Internet Explorer http flocalhost rcc2 5 wallboard_pages wallboard_parameters asp skillsets 0 1 2 3 amp sWallboardID 3atype O8title 0 w d e Nortel Reporting for Contact Center B bee res v 2 5 412 0 61 Main Logout Help Admin Edit Parameters Please select the parameters you wish to have displayed on your wallboard Real Time pa foL z P2 4b Er ID E Agent Alarms p4 QT gt Ps SH p6 AH z Queue Length number of calls queuing for this Skillset Wallboard Setup Wallboard Assignment Messages Submit Cancel Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules Figure 98 Edit Parameters page i resale d er Se 8T PRESE 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 108 parameters are displayed on the wallboard The list of available parameters is shown on page 108 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
70. 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 regular display messages sent to the wallboard 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 Service Level offered in the current Day 96 SH Service Level offered in the current Hour 96 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 NN40040 303 Using Reporting for Contact Center 103 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 v
71. Non CC state The wording Incoming non CC is displayed in the Status column Non Contact Center Calls Answered Contact Logged Center Calls Outgoing Calls in SS ue Status Duration Hour Day Hour Day Hour Day oo oo 2zijo ojo Figure 82 Incoming Non CC state Intercom An Intercom call also known as an Internal call is where another agent dials to the agent The Intercom state is represented by grey as shown in Figure 83 Intercom state A phone icon in the Status column is displayed next to the word Intercom to represent the voice call Non Contact Answered Contact ID Agent Loggad Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Figure 83 Intercom state NN40040 303 Using Reporting for Contact Center 95 Multimedia A Multimedia voice or browser call is when an agent has received a Multimedia Contact Center call This is represented by bright green as shown in Figure 84 Multimedia state Different icons are displayed in the Status column along with the skillset number to represent different Multimedia calls as follows o A globe icon accompanying the skillset number this represents a Multimedia browser only call The skillset number is in the format SS n where n is the number of the skillset For example SS 2 which represents Skillset 2 o A phone and a globe icon accompanying the skillset number represents a Multimed
72. Print Caller Service window will change and the Start button will be displayed in order for the user to restart the PCS as shown in Figure 49 RCC Print Caller Service window PCS stopped as a Windows service 2 RCC Print Caller Service Status Print Caller Service stopped successfully Run as Windows Service Figure 49 RCC Print Caller Service window PCS stopped as a Windows service The RCC Print Caller Service system tray icon will have a red line across it and a warning balloon informing the user that the PCS has stopped running and that print schedules can no longer print reports See Figure 40 Print Caller Service warning balloon Or Option 2 e Stop the PCS Windows service through the Services window as follows 1 From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services 2 Right click RCC Print Caller Services and choose Stop or in the Extended window select RCC Print Caller Services and click Stop Reporting for Contact Center Setup and Operations Guide 56 Installation 3 Close the Services Administrative Tools and Control Panel windows Restarting the PCS Windows service To restart the PCS Windows service perform either option as follows Option 1 e Follow the steps in the section Stopping the PCS Windows service on page 54 where step 3 will display the Start button to restart the PCS Or Option 2 e Restart the PCS Windows service throug
73. Skillset Calls which Abandoned Calls transactions answered after th Secondary Alert 9 Service Level Presented Abandoned gt Secondary x 100 Presented Stat Time Bins Supervisor Monitoring 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 Agent Detail Real Time screen with an orange background and the Status column displaying Monitoring Reporting for Contact Center Setup and Operations Guide 176 Glossary TGP ID keirin Unstaffed Calls Wallboard 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 3 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 Ad
74. 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 4 To view your reports on screen refer to View a report on screen on page 164 To send the reports directly to a printer refer to Send a report directly to the printer on page 164 5 To reset all the fields back to the default settings click Reset View a report on screen To view reports on screen click View in the Reports and Schedules page see Figure 136 Reports and Schedules page After you select skillsets agents and activity codes where applicable each report will open in its own window Send a report directly to the printer Perform the following steps to send reports directly to a printer 1 Select a printer from the Send to Printer list NN40040 303 Reports Explained 165 Note You can only print to printers that are configured and connected to the Web Host PC 2 Enter a print delay time in the Print Delay field in the format hh mm The print delay time can be 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 print at 16 00 that day If you specify 23 00 your reports will print at 11 30 the following day Note 23 59 is the maximum print delay time you can enter in the Print Delay field and 00 01 is the minimum 3 Click Print to
75. aaa a A 12 Getting Help from the Nortel Web site ssessssessseeeeeenenneen nnne 12 Getting Help over the phone from a Nortel Solutions Center 12 Getting Help through a Nortel distributor or reseller ssseseeeeennene 12 Tape Tel 1o p Ieee qam dumque dau ane Be a ea d takarina iiaia 13 Web Based User lliterfaCe coii deo dte neta nae cet vastexeeadaeds FA RET NAR ARTES ARRA TERMED 13 Language SUppolt deett eoe erii dii ete tete wid iren esce a eet d tre eee aera dS RE nee Ra Cadeau eed ER eua 13 Administrators andi LJSers eoi nocet ten ne EA E Y REA Ga ku De Y HERRERA EA HER SR ME SEES SA EDEN RATE 14 Assigned SkIllsets 5 e ect eh nta d eto Mana irata hc cci eos Teese c teas 14 SQL Historical Database ssssssssssssssseseeee eene ener ener nnne nnns inttr sinister sienten seins 14 RETE TIONIS a EE E E A ANA A 15 PO REGUITEMEMIS o rt reete EA AA AE E AEA ga da pae EEEE 15 Recommended Minimum PC Specification for BCM50 3 0 15 Operating System Compatibility sess enne 16 DEEE me M 17 I itEOCH CLIOTI cc oio ooi testes rettet Ho teta eid Pesto NL a eaaa io in thei Mea eta scite 17 Upgrading to Reporting for Contact Center sesssssssssessssseeeeee enne 17 Uninstalling Reporting for Contact Center eene nnns 17 Upgrading a Previous Version of Reporting for Contact Center sssssssseeeene 18
76. ad the Reporting for Contact Center Software Click Download Reporting for Contact Center on the right side of the window The File Download dialog box appears to disk Select either Run to run this program from its current location or Save to save this program Reporting for Contact Center Setup and Operations Guide 32 Installation 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 and double click the file to run it 7 The Install Wizard shown in Figure 11 InstallShield Initialization dialog box 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 lt 4j 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 e Installshield Cancel Figure 11 InstallShield Initialization dialog box 8 The installation will perform a compatibility check for minimum PC requirements to install Nortel Reporting for Contact Center as shown in Figure 12 RCC Compatibility Check dialog box with an exception of a Windows 2000 operating system wh
77. age shown in Figure 91 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 91 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 Skill1 amp 3 See Figure 120 Save Favorites 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 For a discussion of using Skillset selection lists see page 141 e For a discussion on using Favorites see page 141 Nortel Reporting for Contact Center Windows Internet Explorer Gc http localhost rcc2 5 realtime setup real time agent setup asp 41 X Google w d f Nortel Reporting for Contact Center ta E ha ie Page m T Tools Logout Help v 2 5 412 0 61 Agent Alarms Setup Please select the Skillset for which you wish to configure Real Time agent thresholds Real Time Agent Alarms Agent Alarms Setup Wallboard Setup Time Bins Setup Reports and Schedules se Nam Ai 7 7 Figure 91 Agent Alarms Setup page Reporting for Contact Center Setup and Operations Guide 100 Using Reporting for Contact Cen
78. 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 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 96 Wallboard Setup page with a 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 303 Using Reporting for Contact Center 109 Nortel Reporting for Contact Center Windows Internet Explorer 151 xi http flocalhost rcc2 5 wallboard_pages wallboard_list asp skillsets 0 1 2 3 Alexe Tek IE Pee Tos w he Nortel Reporting for Contact Center Help v 2 5 412 0 61 Wallboard Setup Your assigned wallboards appear below Real Time You are currently viewing Skillsets System 1 2 3 Agent Alarms Wallboard Setup sue wk Pe me Wallboard Assignment System 10 1 1 16 3500 Software Edit Parameters Delete Messages Alarms Schedules Add Instant Messages Time Bins Setup Reports and Schedules nu Do a tecstintranet aae 7 Figure 96 Wallboard Setup page with a wallboard listed Click Edit to view the Edit Wallboard page shown in Figure 97 Edi
79. alues 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 108 Scrolling Messages The wallboards also support Scrolling Messages also known as rolling 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 parameter display is removed from ipView SoftBoard s 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 ipView 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
80. an option from the maintenance menu on the left hand side to continue Contact Centre Connection System Administration Maintenance System Status Logging Company Details Reporting il ee WRe 7 Z Figure 66 Maintenance Menu page The Maintenance Menu provides the following options System Status Logging System Status Select System Status to view the System Status page shown in Figure 67 System Status page This page provides a variety of information relating to the current status of Nortel Reporting for Contact Center NN40040 303 Administration 77 Nortel Reporting for Contact Center Windows Internet Explorer Go je http flocalhost rcc2 5 admin_pages system_status asp X Goo w od Nortel Reporting For Contact Center tc E dh v Page Tools i Main Logout Help Admin v 2 5 412 0 61 System Status Web Server Details Contact Curtio ConapiboR a SERVER NAME localhost SERVER PORT 80 SERVER PROTOCOL HTTP 1 1 System Administration SERVER SOFTWARE Microsoft IIS 5 1 Mozilla 4 0 compatible MSIE 7 0 Windows NT 5 1 Muneeco DDR a NET CLR 1 1 4322 PATH TRANSLATED C Projects Reporting For Call Center RCC2 5 System Status ASPSource admin_pages system_status asp Logaing REMOTE_ADDR 127 0 0 1 REMOTE HOST 127 0 0 1 Company Details RCC Database connection status Reporting Status Connection s
81. arded 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 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 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 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 Aban
82. arms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules gl Bones S U T LI EEENLUINA Figure 103 Assigned Alarms page The Assigned Alarms list is empty initially To create an Alarm click Add The Add Alarm page shown in Figure 104 Add Alarm page appears Reporting for Contact Center Setup and Operations Guide 118 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer mef G e 7 http localhost rcc wallboard pages add alarm asp skillsets 0 1 MI r lt p File Edit View Favorites Tools Help t B deh Page 7 Tools e E e Nortel Reporting for Contact Center v 2 5 449 0 61 Add Alarm Please input the details of the alarm below An alarm will only be saved if a threshold value has been entered Real Time Wallboard Skillset System v Agent Alarms Parameter name QL Wallboard Setup r Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules m Instant Messages 00 x 00 x lt v Message No Message Time Bins Setup i a Period Start Time Comparison Threshold Reports and Schedules 00 viloo v eq 3 Message No Message Period Start Time Comparison Threshold 00 v 00 v m
83. assword 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 setting 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 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 Note 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 detected and presented in the Select An IP Address list Reporting for Contact Center Setup and Operations Gui
84. 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 there 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 102 Assigned Messages list example messages appears Reporting for Contact Center Setup and Operations Guide 116 Using Reporting for Contact Center To leave the Add Messages page without saving any changes click Cancel The Assigned Messages page shown in Figure 102 Assigned Messages list example messages appears Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 wallboard pages wallboard messages list asp skillsets 0 1 2 3 EJT we od Nortel Reporting for Contact Center t gt E ood v Page 07 Tools Main Logout Help v 2 5 412 0 61 Messages Your messages appear below RealTime m m AgentAlarms There are AN Agents Not Ready Pleae return to peer Edt Delete Wallboard Setup Morning Shift Logout Afternoon shift Login Edit Delete Wallboard Assignment Messages Alarms Add Schedules Instant Messages Time Bins
85. balloon sese enne nennen ener enne trente nnne trennen innen 51 Figure 41 Print Caller Service menu Start function eese ener nete nr enntnre nennen nete nenne 51 Figure 42 RCC Print Caller Service window Windows service mode esee enne 52 Figure 43 RCC Print Caller Service mode change message box sss eene ener enne ener enne 52 Figure 44 Set Service Login dialog Box oerte ee eee re a rere rer ibi deiode reti Pe Pede eere aede ees 53 Figure 45 RCC Print Caller Services settings changed message box essere eene ener enne 53 Figure 46 Print Caller Service menu for Windows service esee eren eene nennen enne tenerent ennt 54 Figure 47 RCC Print Caller Service mode change to background application message box eee 54 Figure 48 RCC Print Caller Service window Windows service mode essere 55 Figure 49 RCC Print Caller Service window PCS stopped as a Windows service seen 55 Figure 50 Print Caller Service shut down warning message sssceesscesesecesecseesccseesccsseceeaecaeesecueeseeseceeesaecateseenevseenaeeess 56 Eigur 51 Len page s onouotete TAN er EREPUTEU ERREUR DRE TRE tech Re ES 58 Eig re 52 Change Password p ge 5 2 viet dede p ede tile de eid ire tete donde 59 NN40040 303 List of Figures 7 Figure 53 Figure 54 Figure 55 Figure 56 Fig
86. cal 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 NN40010 400 document If you are upgrading from a previous version of Nortel Reporting for Contact Center to a newer version of Nortel Reporting for Contact Center refer to the following section Upgrading a Previous Version of Reporting for Contact Center Uninstalling Reporting for Contact Center Perform the following steps to uninstall Nortel Reporting for Contact Center 1 From the Start menu select Settings gt Control Panel to open the Control Panel window 2 Double click Add or Remove Programs 3 From the list of programs select Reporting for Contact Center 4 Click the Change Remove button to open InstallShield Wizard 5 Select the Remove option and click Next 6 Follow the on screen instructions of InstallShield Wizard to complete the un installation
87. ce menu Alternatively stop the PCS through the RCC Print Caller Service window by the following 1 Double click the RCC Print Caller Service system tray icon or right click over the icon and choose Open see Figure 37 Print Caller Service menu You can also click the Print Caller Service information balloon as shown in Figure 36 Print Caller Service information balloon The RCC Print Caller Service window will open as shown in Figure 38 RCC Print Caller Service window 2 RCC Print Caller Service Status Print Caller Service running C Run as Windows Service Figure 38 RCC Print Caller Service window 2 Click Stop to stop the PCS running NN40040 303 Installation 51 3 The Status in the RCC Print Caller Service window will change and the Start button will be displayed in order for the user to restart the PCS as shown in Figure 39 RCC Print Caller Service window PCS stopped 2 RCC Print Caller Service Status Print Caller Service stopped successfully C Run as Windows Service Figure 39 RCC Print Caller Service window PCS stopped The RCC Print Caller Service system tray icon will have a red line across it and a warning balloon informing the user that the PCS has stopped running and that print schedules can no longer print reports See Figure 40 Print Caller Service warning balloon A RCC Print Caller Service x RCC Print Caller service is stopped and can no longer print re
88. chedule 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 Edit Schedule page shown in Figure 110 Edit Schedule page appears Nortel Reporting for Contact Center Windows Internet Explorer ey http localhost rcc2 5 wallboard_pages edit_schedule asp skillsets 0 1 2 3 amp sScheduleID 4 we te Nortel Reporting for Contact Center Th E Pag Gi Tools NORTEL Main Logout Help Admin v 2 5 412 0 61 Edit Schedule Please input the details of the schedule below Real Time Wallboard Skillset SKILL3 gemere Day Mon Fri 7 wemoardseup 13 foo Hond Assiunment s Message l Morning Shift Logout Afternoon shift Login Messages Alarms Schedules Cancel Instant Messages Time Bins Setup Reports and Schedules 3 Local intranet Figure 110 Edit Schedule page This Edit Schedule page is set up exactly like the Add Schedule page shown in Figure 108 Add Schedule page Click Submit to save your edits The Assigned Schedule page shown in Figure 109 Assigned Schedules page with schedule added appears Reporting for Contact Center Setup and Operations Guide 128 Using Reporting for Contact Center Click Cancel to leave the Ed
89. chedules page appears See Figure 130 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 130 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 130 Your Monthly Schedules page NN40040 303 Reports Explained 161 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 626 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 From the Main Menu shown in Figure 72 User Main Menu page select Reports and Schedules to view the Reports and Schedul
90. 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 can 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 59 User Admin page NN40040 303 Administration 71 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 to 0000 if they have forgotten their password click on the Reset Password button see Reset Password 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 62 Edit User page appears Nortel Reporting for Contact Center Windows Internet Explorer a 5 xj Gc http localhost rcc2 5 admin pages edit users asp userID 8 vel X coge w amp Nortel Reporting For Contact Center t E ey eb Page 0 Tools m Main Logout Help Admin v 2 5 412 0 61 Edit User The details of the user appear below Contact Centre Connection First name Mary System Administration Surname Smith System Admin Settings mas User Ad
91. cluding upper and lowercase letters and digits The password can be anything other than 0000 Enter your new password in the New password field NN40040 303 Administration 59 Nortel Reporting for Contact Center Windows Internet Explorer Go bi je http localhost rcc2 5 main change login admin asp z 41 X Google a w od Nortel Reporting For Contact Center fc Bl gt mh Page OG Tools v 2 5 412 0 61 Change Password Please input a new password below New password Confirm password E S Ri Figure 52 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 the same you are informed that the password and confirmation do not match and you must re enter the password in both fields Click Submit If you successfully entered the new password the Contact Center Connection page as shown in Figure 53 Contact Center Connection page appears Note The Administrator will be re directed to the Contact Center Connection page on first log on after a fresh installation of Nortel Reporting for Contact Center or after an upgrade from Nortel Reporting for Contact Center version 2 4 to 2 5 Reporting for Contact Center Setup and Operat
92. ct 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 password 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 59 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 57 System Administration Menu page The Skillset Assignment page shown in Figure 63 Skillset Assignment page appears NN40040 303 Administration 73 Nortel Reporting for Contact Center Windows Internet Explorer _ 5 xl Go M Je http localhost rcc2 5 admin_pages skillset_assignment asp z hes x Google we k Nortel Reporting for Contact Center a dh i Page Gi Tools 2 v 2 5 412 0 61 Skillset Assignment Below is a list of users please click Assign to edit the Skillsets they have access to Contact Centre Connection System Administration Username First name Lastname 00 Fam a System Admin Settings User Admin Skillset Assignment Syste
93. d 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 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 Service Level 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 y
94. de 62 Administration 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 Note This setting applies only to the refresh rate of the display Wallboard and Real Time information is always calculated to the second If for example you select 3 seconds as your refresh interval your display updates every 3 seconds but your data is calculated to the second Wallboard and Real Time Refresh Interval il Second s Download Contact Center Data All Data Only Data starting from 2004 03 01 Es Cuhmit Cansa I Figure 54 Download Contact Center Data options 8 On first installation of Reporting for Contact Center the Download Contact Center Data options are given see Figure 54 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 The Download Status window appears This displays the progress of the Contact Center download See Figure 55 Download Status window Status Time 00 00 11 Processing Calls From 04 Apr 2007 09 00 00 Total Contact Center Calls in the Database 5 Figure 55 Download Status window
95. dex Agent Activity by Agent Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent 4 Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS Call Average by Skillset w fmf m faf m faf u faf ua fm Call Profile E E E EE EE E EE RE rie ne e v 2 5 412 0 61 E Do a tecatintranct 0 sm 7 Figure 115 Reports and Schedules page Select Daily Schedules to view the Your Daily Schedules page shown in Figure 116 Your Daily Schedules page Initially the page does not display any schedules NN40040 303 Using Reporting for Contact Center 137 Nortel Reporting for Contact Center Windows Internet Explorer Oo xl Go Ne Je http flocalhost rcc2 5 schedule_pages daily_schedules asp delete 37 z 4 x P B we k Nortel Reporting for Contact Center a d es Page C Tools 2 Help Admin v 2 5 412 0 61 Your Daily Schedules Your Daily Print Schedules appear below Help is available by clicking the help button above RealTime You do not have any schedules defined Click add to begin adding Agent Alarms schedules Add Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data il pre FF F FUE E Raieaitanet A10 v 7 Figure 116 Your Daily Schedules page Follow the steps in this s
96. doned Hour Day indicates the number of calls that were abandoned in the Skillsets in the current hour and in the current day NN40040 303 Using Reporting for Contact Center 87 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 If any messages have not been listened to the cell background is red Service Level Indicates the level of service currently offered to incoming callers Skillset Mode Indicates whether the mode of operation of the Skillset Grouping 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 all the skillsets or they may be viewing only a selection of their assigned skillsets The Service Level figure in the Grouping
97. e is displayed in the Real Time screens as green Answered means the Call was not abandoned and it did not require the involvement of another Skillset in the handling of the call Reporting for Contact Center Setup and Operations Guide 174 Glossary Calls Handled In Another Skillset 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 these calls is then recorded in the reports for the Skillset they have moved to not in the Skillset they leave Calls Presented The counts all of the calls that were presented to a Skillset both Direct a regular Contact Center call delivered straight into the Skillset and Indirect which means the call arrived in the Skillset in some other way Direct Call 2 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 Incoming State The Agent is engaged on an Incoming Contact Center Call either a PSTN or a Multimedia call The Incoming State is shown as light green for a PSTN call or bright green for a Multimedia call 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 r
98. e windows showing current Contact Center activity for calls and for agents Real Time information through hardware and software IP enabled wallboards A comprehensive Historical Reporting package Note 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 see Contact Center Connection on page 60 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 PC
99. ection to add a Daily Schedule Click Add The Add Daily Schedules page shown in Figure 117 Add Daily Schedule page appears Reporting for Contact Center Setup and Operations Guide 138 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Go X e http 30 30 30 11 rcc schedule pages add daily schedule asp x 5 x a we od Nortel Reporting for Contact Center m d v Page jJ Tools Main Logout Help Admin v 2 5 424 0 61 Add Daily Schedule Schedule Name Please select the days for which you wish to have reports generated Sunday Monday Tuesday Wednesday Thursday Friday Saturday Real Time L Reports Agent Activity by Agent Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Abandoned CLID DNIS Select printer Answered Calls by Skillset No printers available v Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Print time Activity Code by Pegs 07 v 00 M Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Report period start time 00 vj 00 v
100. ed background Indirect Call From the point of view of any given Skillset Indirect Calls arrived in the Skillset after being handled by the Call Routing or Agents of another Skillset For example they may have overflowing from another Skillset or may have been manually transferred to the Skillset queue by an Agent from another Skillset Any way a Call can arrive into a Skillset other than being a regular Contact Center Call presented directly to the Skillset as described above 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 Multimedia Call A call generated and conducted through the use of Nortel Multimedia Contact Center This call would be initiated by a caller clicking a button on a Web page Non Contact Center Call State conet Dark green is used for non Contact Center calls Not Available State Agents who are Not Available may enter this state through actions like F981 voice mail lifting the receiver while not answering a call and any other action that removes their ability to receive a call NN40040 303 Glossary 175 Not Ready State Outgoing State PSTN Calle Real Time Ringing Service Level Either the Agent has in
101. eese ener enne nne tnnn nee 116 Assigned Al rms page i sese ra ep n e eR RR RR GUYS 117 Add Alarm page ence ore R E ee C eerie e e e ie EHE See EPOR RS 118 Example Settings for a Multi Alarm Period Alarm sees ennenenn ne 121 Assigned Alarms page with an alarm configured esee nennen enne eerte 123 Assigned Schedules pagesi ne oe eer ei pen mee REO eS 124 Add Schedule page 2 eee reet re e RE ree rp er eret 125 Reporting for Contact Center Setup and Operations Guide 8 List of Figures Figure 109 Figure 110 Figure 111 Figure 112 Figure 113 Figure 114 Figure 115 Figure 116 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 Figure 130 Figure 131 Figure 132 Figure 133 Figure 134 Figure 135 Figure 136 Figure 137 Figure 138 Figure 139 Figure 140 Figure 141 Figure 142 Assigned Schedules page with schedule added sees enne ener 126 Edit Schedule pa tE tnana a a te teste ste Hester etes iere te seman S es dancer 127 Instant Messages page eee oiv etie e rena en e d stem eee AE HR 128 Composing an Instant Message oec e ie eoe teet e oim a t emer beta e lente eee nana ad being 129 Time Bin Setup Skillset selection page ccssescsesssesesescsorensesesosesensesenencnsncusenonesencnsoesbenencnorsesenesonesseneves
102. enee 132 Time Bins pase i 2o etaed den ta puis a enr EO ERE re leti A a S Sa 133 Reports and Schedules page n tO rtr hei be p rre o Reti ERR EE MR CREE 136 Your Daly Schedules page sit 1 natn e e p e Ae eere d e eei RO ES 137 Add Daily Schedule page 5 3 tegi rto pastebin mE e EE De a e E E pon raid 138 Add Daily Schedule page example settings eeeeeeeeseeeeeeeeen eene ennemi nre 139 Daily Schedule Skillsets pase td ren ni eta eO pP 140 Save Favorites page x t amiet ERE DEO ERI RUE Pea p e ARTT one an eri Ea 142 Your Daily Schedules with a Schedule in the List essent 143 Edit Daily Schedules pase 2321 eto Seer E Deren OD p ale oan ain ee En ER Roter Ea 145 Your Weekly Schedules page 3 5 nee ttr te er pre TE EEEE Ep EEEE ESS 146 Add Weekly Schedule p ge ire een tae alia rn n RU ER Ee NAE US 147 Calendar for September 2003 ni ede eite te ic havarn Sidious nice alana 148 Add Weekly Schedule page example schedule eee eceeccesecesecesecesecececaeecseeeseseeeeseeeseneesecsaeenaeesaeeaee 149 Weekly Schedules Skillsets 5 re ear reda ertet ee Rte ele ainda nade ret nere een 150 Your Weekly Schedule page with a Print Schedule in the list eese 151 Edit Weekly Schedule page notati ins nae Per tati le ple een eet ae dee deed LR o eee een a e esa 152 Your Monthly Schedules p le morae os ent recette eie e te tee e ett eed eite 154 Add Monthly Schedule Page or
103. enter 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 113 Time Bin Setup Skillset selection page appears NN40040 303 Using Reporting for Contact Center 135 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 by Agent Agent Average by Agent Agent Profile by Agent Agent Activity by Agent Activity Code by Skillset the Activity Code by Agent or the Activity Code by Pegs Reports to be included in y
104. enter in the current hour and in the current day Reporting for Contact Center Setup and Operations Guide 92 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 Service Level Service Level indicates the level of service being offered to incoming callers The higher the value the better the service Real Time Agent Detail Figure 77 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 Windows Internet Explorer v 2 5 412 0 61 Agent Detail You are currently viewing Skillsets SKILL1 SKILL2 SKILL3 Non Contact Answered Contact ID Agent Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Multi Available o116 35 0 lo ojo oA Connection Status Check Agent Alarms Figure 77 Agent Detail Real Time Each line of the Agent Detail Real Time screen repres
105. ents a single Agent NN40040 303 Using Reporting for Contact Center 93 The following sections describe the available information ID Indicates the Contact Center ID of the Agent Agent and Status The Agent column displays the agent name 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 is provided in the Status column as follows Available These are agents who are available to answer incoming Contact Center calls Blue represents Available agents as shown in Figure 78 Available state The word Available is displayed in the Status column Non Contact Answered Contact Logged Status Duration Centre Calls Outgoing Calls Centre Calls ID Agent in SS Hour Day Hour Day Hour Day EE O nn nene ooroo z a oo 0 Figure 78 Available state 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 as shown in Figure 79 Break Time The wording Break Time is displayed in the Status column Non Contact Center Calls Answered Contact Logged Center Calls i Outgoing Calls Agent in S8 Status Duration going Hour Day Hour Day Hour Day Figure 79 Break Time state All Calls Held All Calls Held is the sta
106. ents for SQL Server and Report Viewer dialog box Reporting for Contact Center Setup and Operations Guide 38 Installation InstallShield Wizard 1 Reporting for Contact Center requires that the following requirements be installed on your computer prior to installing this application Click OK to begin installing these requirements Status Requirement Pending Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer Figure 20 InstallShield RCC requirements for SQL Server and Report Viewer dialog box Click OK to install both SQL Server 2005 Express with Advanced Services and Report Viewer automatically Note This process can take several minutes and will also install Microsoft Net Framework 2 0 if required See Figure 21 InstallShield RCC requirements dialog box NN40040 303 Installation 39 InstallShield Wizard 44 E Installing Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer Figure 21 InstallShield RCC requirements dialog box 18 After the RCC prerequisite software have been installed the InstallShield RCC Welcome dialog box appears as shown in Figure 22 InstallShield Wizard RCC Welcome dialog box Reporting for Contact Center Setup and Operations Guide 40 Installation InstallShield Wizard x Welcome to the InstallShield Wizard for Reporting for Contact Center The InstallShield wizard wi
107. er Admin Skillset Assignment System Configuration Maintenance Company Details Reporting i3 Local intranet Figure 59 User Admin page Reporting for Contact Center Setup and Operations Guide 68 Administration 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 60 Add User page appears Nortel Reporting for Contact Center Windows Internet Explorer ol x Go e http localhost rcc2 5 admin pages add users asp X Google Pr w abe Nortel Reporting for Contact Center t Ee x i Page 3 Tools d NORTEL Main Logout Help Admin v 2 5 412 0 61 Add User Please input the details of the user below First name System Administration Surname l System Admin Settings E DEAR RCC Username Skillset Assignment EE a Language United Kingdom English Assign Wallboards Maintenance Administrator r Submit Cancel Contact Centre Connection Company Details Reporting E E Local intranet R10 7 Figure 60 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
108. er is integral to the Nortel Contact Center 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 Users 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 Note One PC on your network should be designated as the Web Host PC Install the Nortel Reporting for Contact Center application software onto this designated PC only If there are multiple Contact Centers on the network multiple Web Host PCs are required A single Web Host PC with a particular version of Reporting for Contact Center installed can only connect to a single Contact Center 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 BCM50 3 0 are as follows Recommended Minimum PC Specification for BCM50 3 0 IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 1 7 GHz minimum Memor 512
109. ere the minimum memory or Random Access Memory and processor speed are not verified RCC Compatibility Check Checking system configuration Please wait Figure 12 RCC Compatibility Check dialog box 9 If the Web Host PC is compatible with Nortel Reporting for Contact Center a RCC backup dialog box will be displayed as shown in Figure 13 RCC Compatibility Check creating backup files NN40040 303 Installation 33 10 11 12 RCC Compatibility Check Creating backup files Please wait Figure 13 RCC Compatibility Check creating backup files Go to step 12 If the Web Host PC is below the recommended minimum specification to install Nortel Reporting for Contact Center for minimum specification requirements refer to Recommended Minimum PC Specification for BCM50 3 0 on page 15 an error message will be displayed An example error message for when there is insufficient memory on the Web Host PC to install Nortel Reporting for Contact Center is shown in Figure 14 RCC Compatibility Check insufficient memory error message Reporting for Contact Center xi e System does not have enough RAM to run Reporting For Contact Center Please upgrade your RAM and run the setup again Please consult RCC Setup and Operation Guide RCC SUOG For more details on system requirements For installing Reporting For Contact Center Figure 14 RCC Compatibility Check insufficient memory error message
110. ernet Information Services Port 8088 used for the Reporting Server in the Business Communications Manager Port 3500 used by ipView SoftBoard to listen for incoming data and to echo to other wallboards For more information on the ipView SoftBoard refer to ipView Software Wallboard Setup and Operation Guide NN40010 500 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 Note 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 Settings required for Windows Vista with IIS 7 0 In order to install Reporting for Contact Center on a Windows Vista operating system some Windows Internet Information Services IIS features have to be turned on Perform the following steps to enable Windows features on a Windows Vista operating system using IIS 7 0 that are required for a Reporting for Contact Cen
111. es 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 When Internet Information Services installation is complete you receive a message that confirms successful completion See Figure 6 Windows Components Wizard Installation Completed Reporting for Contact Center Setup and Operations Guide 24 Installation Windows Components Wizard Completing the Windows Components Wizard You have successfully completed the Windows Components Wizard To close this wizard click Finish Figure 6 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 in the Address bar enter http localhost If the installation is successful a window similar to the window in Figure 7 Internet Information Services test page appears NN40040 303 Installation 25 Welcome to Windows XP Server Internet Services Microsoft Internet Explorer 0 xl File Edit View Favorites Tools Help a
112. es page see Figure 136 Reports and Schedules page Reporting for Contact Center Setup and Operations Guide 162 Reports Explained ke k norte Reporting For Contact Center A Eo NORTEL v 2 5 441 0 61 Reports and Schedules Please select the report you wish to view from the list below Real Time From Date From Time To Date To Time yyyy mnvdd 24 Hour Format yyyy mm dd 24 Hour Format Agent Alarms 2007 05 14 BS 00 00 2007 05 14 Ea 17 02 Wallboard Setup Report Names at L All Reports Open Reports Explained Help Index Time Bins Setup Agent Activity by Agent Reports and Schedules E Agent Audi by Agent Daily Schedules C Agent Average by Agent Weekly Schedules Monthly Schedules C Agent Capacity by Skillset Get Latest Contact Center Data C AgentProfie by Agent C Cal Breakdown by Agent C Abandoned Calls by Skillset C Abandoned CLID DNIS C Answered Calls by Skillset C Answered CLID DNIS a 7 Cal Average by Skilset C Cal Profie C incoming Call by Skilset C Summary 1 Activity Code by Agent C Activity Code by Pegs 7 Activity Code by Skillset C Help Request by Supervisor C Supervisor Monitor by Agent C System Configuration 7 Unanswered Help Request by Agent C call Audit View Reports will open in new window Send to Printer Print Delay grahamilaptop HP Deskjet 5400 Serie 00 01 The time now is 16 56
113. esktop application or a Windows service By default the PCS will run as a desktop application and a user must be logged on to the PC for it to operate normally The user can change the settings of the PCS to allow it to run as a Windows service and consequently are not required to log on to the PC for their ad hoc reports and Print Schedules to be served Note For Microsoft Windows Vista users PCS must be set as a Windows service refer to PCS as a Windows service on page 52 to allow Print Caller Service logs to be created For more information on RCC logs refer to Logging on page 78 PCS as a desktop application When PCS is running as a desktop application it will run in the background and display a system tray icon An information bubble will be displayed as shown in Figure 36 Print Caller Service information balloon indicating that PCS has successfully started up and is serving print requests Reporting for Contact Center Setup and Operations Guide 50 Installation RCC Print Caller Service x RCC Print Caller service is running to serve print requests Figure 36 Print Caller Service information balloon Stopping the PCS desktop application To stop the Print Caller Service right click the RCC Print Caller Service icon from the system tray and choose Stop Print Caller Services see Figure 37 Print Caller Service menu Open Stop Print Caller Services Run as Windows Service Exit Figure 37 Print Caller Servi
114. essage 113 114 115 116 Add User 68 70 71 72 102 Add Wallboard 106 107 108 110 Administration Menu 64 65 67 72 80 Administrator 11 13 14 29 30 34 57 60 61 64 65 66 68 69 70 80 81 83 102 104 108 129 132 173 176 Agent 67 83 88 89 92 93 94 95 96 97 98 99 100 101 107 135 143 151 158 163 167 168 169 170 173 174 175 Agent Activity by Agent report 135 143 151 158 168 Agent Alarms 83 97 98 99 100 101 Agent Audit by Agent report 135 143 151 158 168 Agent Average by Agent report 135 143 151 158 168 Agent Capacity by Skillset report 167 Agent Detail 92 97 175 Agent Profile by Agent report 135 143 151 158 168 Alarm Messages 103 Alarm Periods 119 120 122 Alarm Thresholds 104 Answer Time Bins 131 Answered Call 97 104 131 140 149 156 167 173 Answered Calls by Skillset report 140 149 156 167 Answered CLID DNIS report 167 Assigned Skillsets 14 73 74 75 Available 89 93 96 100 102 173 174 B BCM 4 0 61 BCM50 3 0 15 20 61 Brazilian Portuguese 13 Break Time 89 93 173 Business Communications Manager 13 26 30 Buzzer 108 C Call Average by Skillset report 149 156 167 Call Detail 88 90 Call Profile report 167 Call Routing 174 CallPilot 13 47 61 74 11 Canadian French 13 Company Details 64 79 80 Contact Center 13 15 17 20 26 29 30 47 59 60 61 62 63 64 67
115. et e ee e RC RC WR PRETI RES 155 Add Monthly Schedule page with example schedule eese enne rennen 156 Monthly Schedule Skillsets page nennen eene nennen reisi eN TE serene trennen innen 157 Your Monthly Schedules page with a Print Schedule in the list eene 158 Edit Monthly Schedule p g 5 oce ede dee teer t dee etes eir bro eed den qe nde esa oa 160 Reports and Schedules p ge 5 2 eere a eee tees tte eT reete eoe E ie ede Tete cede eps 162 Selecting a Date Range tete D te cette Pico eve ee ah en re FE e ERR E e bdo suopte abes 164 Print S tatus page s C ED 166 Select Skillsets page jst E ooi eeu ike EE etapa eee eta ees oneness 168 Select Agents or Skillsets page aii eed i ee ae a ee eee 169 Select Activity Codes page 2 oC ecient atheist een A E E a E es 170 Get Latest Contact Center Data dtr tices EEA E E EEE EN EEE EIEEE EE EE E EEE 171 NN40040 303 List of Tables 9 List of Tables Table 1 Administrator and User Permissions cccccccccccccesesssccscccceesessscssccccecsesssssesceessesessssscessesssesscsssecsessseseeseens 69 Reporting for Contact Center Setup and Operations Guide 10 List of Tables NN40040 303 How to Use this Guide 11 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 organ
116. etails Nortel Reporting for Contact Center Windows Internet Explorer Gc j v je http localhost rcc2 5 admin pages company details asp 91 X Googe D d Nortel Reporting for Contact Center Id gt B di Page G Tools Logout v 2 5 412 0 61 Company Details Please enter the details of your company below Name C E a A System Administration Street E cty Cony Company Details Postcode Country 22 Ril oe Site nc n1 Submit Cancel Contact Centre Connection Maintenance http j localhost rcc2 5 admin pages company details asp Figure 69 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 Reporting for Contact Center Setup and Operations Guide 80 Administration 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 Click Reporting to view the Main Menu page shown in Figure 70 Main Menu page This is the page all regular Users that is non Administrative Users view when they log on This option allows an Adm
117. ge shown in Figure 107 Assigned Schedules page Reporting for Contact Center Setup and Operations Guide 124 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer oO xl 5 x Google http localhost rcc2 5 wallboard pages wallboard schedules list asp skillsets 0 1 2 3 w a Nortel Reporting for Contact Center a dh v i gt Page Tools x Help v 2 5 412 0 61 Assigned Schedules Your wallboard schedules appear below RealTime You do not have any wallboard schedules configured Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules H ET fees Re 7 Figure 107 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 108 Add Schedule page appears NN40040 303 Using Reporting for Contact Center 125 Nortel Reporting for Contact Center Windows Internet Explorer Ani xi A v http lacalhost rcc2 5 wallboard pages add schedule asp skillsets 0 1 2 3 kas w d f Nortel Reporting for Contact Center fh E d4b Pee v Toos Main Logout Help Admin v 2 5 412 0 61 Add Schedule Please input the details of the schedule below Wallboard
118. gin 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 from the menu bar select Favorites gt Add to favorites Reporting for Contact Center Setup and Operations Guide 58 Administration Nortel Reporting for Contact Center Windows Internet Explorer Gc m je http localhost rcc2 5 main login asp v t X Google D oe Nortel Reporting For Contact Center a E Page g Tools 5 v 2 5 412 0 61 Login Welcome to Nortel Reporting for Contact Center Please login using your username and password below Username Password E Local intranet Figure 51 Login page 2 Enter the username admin and the default password 0000 and click Login Note After an upgrade from Nortel Reporting for Contact Center version 2 4 to 2 5 the password is defaulted back to 0000 You must change the default password the first time you log on including after an upgrade from Nortel Reporting for Contact Center version 2 4 to 2 5 See Changing Default Password Changing Default Password Perform the following steps to change the default password When you first log on the Change Password dialog box appears See Figure 52 Change Password page Your password can be from 1 to 10 characters in
119. ging state as shown in Figure 89 Ringing state The word Ringing is displayed in the Status column Non Contact Answered Contact ID Agent Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Multi 0x0003 0 ilo ojo X Figure 89 Ringing state NN40040 303 Using Reporting for Contact Center 97 Logged In SS Indicates the Skillsets the Agent is currently logged in to Either the skillset number is provided if the agent is logged in to one skillset or Multi is displayed if the agent is logged in to more than one skillset 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 This does not include internal calls Non Contact Center Calls Hour Day Non Contact Center Calls Hour Day indicates the number of Non Contact Center Calls that this Agent has conducted in the current hour and in the current day Check Agent Alarms Click Check Agent Ala
120. gress indicates how far through the download period the download process is in terms of time not in terms of calls v Total Contact Center Calls in the Database this indicates the total amount of calls stored in the Web Host PC database 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 to download 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 Data download progress field shows a 10096 complete status 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 appears refer to Administration Menu on page 64 Reporting for Contact Center Setup and Operations Guide 64 Administration Administration Menu When an Administrator logs in unless they are logging in with the default password of 0000 they view the
121. h the Services window as follows 1 From the Start menu click on Settings gt Control Panel gt Administrative Tools gt Services 2 Right click RCC Print Caller Services and choose Start or in the Extended window select RCC Print Caller Services and click Start 3 Close the Services Administrative Tools and Control Panel windows To quit the PCS Perform the following steps to quit the PCS 1 Right click the RCC Print Caller Service system tray icon and choose Exit 2 A message prompt will be displayed to confirm quitting the PCS program as shown in Figure 50 Print Caller Service shut down warning message RCC Print Caller Service A RCC Print Caller Service is running to serve all of your print requests By terminating it you won t be able to print scheduled reports 4re you sure you want to terminate it Figure 50 Print Caller Service shut down warning message Click Yes The PCS program will shut down and ad hoc reports and Print Schedules will no longer print reports NN40040 303 Administration 57 Administration 4 Logging In Follow the steps in this section 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 Name of Web Host PCV RCC Where NameOfWebHostPC is the network name or IP Address of the Web Host PC The Login page appears See Figure 51 Lo
122. hange RCC Print Caller to run from Windows service mode to background application mode Are you sure to change the run mode of RCC Print Caller Service Figure 47 RCC Print Caller Service mode change to background application message box Click Yes The user does not have to restart their PC for PCS to run as a background application Ensure that the Web Host PC is logged on for ad hoc and scheduled reports to print Stopping the PCS Windows service To stop the Print Caller Service Windows service perform either option as follows Option 1 e Using the RCC Print Caller Service window as follows 1 Right click the RCC Print Caller Service system tray and choose Open See Figure 46 Print Caller Service menu for Windows service Alternatively double click the RCC Print Caller Service system tray icon or click the Print Caller Service information balloon see Figure 36 Print Caller Service information balloon 2 The RCC Print Caller Service window will open as shown in Figure 48 RCC Print Caller Service window Windows service mode NN40040 303 Installation 55 e RCC Print Caller Service Status Print Caller Service running Run as Windows Service Figure 48 RCC Print Caller Service window Windows service mode Note The Run as Windows Service check box will be selected to indicate that the PCS is running as a Windows service 3 Click Stop to stop the PCS running 4 The Status in the RCC
123. hat if you include a parameter abbreviation in round brackets and Y in the text of the message the appropriate numerical value of that Contact Center statistic replaces the parameter abbreviation when the message is displayed See the list of available parameters on page 108 and the discussion of parameter abbreviations being replaced with numerical values on page 103 Figure 101 Add Message page example text shows an Add Message page with a message example NN40040 303 Using Reporting for Contact Center 115 Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 wallboard_pages add_message asp skillsets 0 1 2 3 Gay ft E d4h ssh Pane v Gi Tools w d f Nortel Reporting for Contact Center Main Logout Help Admin v 2 5 412 0 61 Add Message Please input your new wallboard message below Insert XX to display a parameter in the message Real Time Ihere are AN Agents Not Ready Pleae Agent Alarms return to Available zi Cancel Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules amp J Local intranet A100 4 Figure 101 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
124. hen you have selected your language click OK To stop the installation click Cancel 13 If MDAC 2 8 is already installed on your PC go to step 15 If you do not have Microsoft Data Access Components MDAC 2 8 already installed on your PC you will be prompted to install it as a prerequisite for RCC see Figure 16 InstallShield Requirements dialog box InstallShield Wizard Reporting for Contact Center requires that the following requirements be installed on your 1 computer prior to installing this application Click OK to begin installing these requirements Requirement Pending Microsoft Data amp ccess Components MDAC 2 8 Pending Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer a Cancel Figure 16 InstallShield Requirements dialog box NN40040 303 Installation 35 Click OK to install MDAC 2 8 14 The MDAC 2 8 End User License Agreement dialog box appears See Figure 17 MDAC 2 8 End User License Agreement dialog box Microsoft Data Access Components 2 8 Setup x End User License greement Please read the following license agreement Press the PAGE DOWN key to see the rest of the agreement You must accept this agreement to install this software MICROSOFT CORPORATION END USER LICENSE AGREEMENT Microsoft Data Access Components 2 8 IMPORTANT READ CAREFULLY This End User License Agreement EULA is a legal agreement between you either an ind
125. ia voice and browser call Non Contact Answered Contact ID Agent jLooged Status Duration Center Calls Outgoing Calls Center Calls Hour Day Hour Day Hour Day ss 0 0031 0 ojo oe 2 Figure 84 Multimedia state 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 by orange See Figure 85 Monitoring state A Supervisor can be in different Agent Status in a Supervisory Monitoring session The words displayed in the Status column are as follows o Asked when an agent presses F906 to request help from the supervisor o Helping from Asked the supervisor presses YES on the handset to accept the agent request for help The supervisor begins monitoring the agent and can either e view the agent details of the call state they are in or e join the call o Monitoring pressing F905 o Observing from Viewing enter the Agent ID of the agent to monitor In the Observing state the supervisor can select different options on the handset to e view the agent details of the call state they are in e start to monitor the agent or e join the call o Viewing from Monitoring selecting the skillset of the agent to monitor Non Contact Answered Contact ID Agent Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Multi Monitoring o000 02 3 to olo ol Figure 85 Mo
126. ical 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 normal numerical display is shown again for 5 seconds 2 Ifthe 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 Ifthe 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 4 fitis 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
127. ied 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 regular 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 pink 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 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 Tim
128. ily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data L1 D EJ CI ET PD CI DI EJ SI ET ISI EST ET C1 EJ LE internet Figure 129 Edit Weekly Schedule page NN40040 303 Using Reporting for Contact Center 153 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 123 Your Weekly Schedules page appears To leave the Edit Weekly Schedule page without saving any changes click Cancel The Your Weekly Schedules page shown in Figure 123 Your Weekly Schedules page appears 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 123 Your Weekly Schedules page appears Monthly Schedules On the Print Schedules page shown in Figure 115 Reports and Schedules page select Monthly Schedules to view the Your Monthly Schedules page See Figure 130 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 pri
129. ime 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 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 109 Assigned Schedules page with schedule added appears Click Cancel to leave the Add Schedules page without saving your changes Nortel Reporting for Contact Center Windows Internet Explorer w d e Nortel Reporting For Contact Center NORTEL Main Logout Help Admin Assigned Schedules Your wallboard schedules appear below http flocalhost rcc2 5 wallboard_pages wallboard_schedules_list asp skillsets 0 1 2 3 M A o Ry a Page Gi Toos v 2 5 412 0 61 RealTime Agent Alarms 3 Mon Fri 13 00 Edit Delete Wallboard Setup Add Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules E Local intranet R0 7 Figure 109 Assigned Schedules page with schedule added NN40040 303 Using Reporting for Contact Center 127 The example Assigned Schedules page shows the newly created S
130. inistrator 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 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Go m e http lacalhost rcc2 5 main main index asp X Google w amp Nortel Reporting For Contact Center th E Page 07 Tools y4 Help Admin v 2 5 412 0 61 Main Menu Welcome System Manager Real Time X E From this screen you can navigate to the various areas of Reporting for Contact Center Agent Alarms Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules Ei J Local intranet 10095 Z Figure 70 Main Menu page NN40040 303 Using Reporting for Contact Center 81 Using Reporting for Contact Center 5 Logging On Follow the steps in this section to log on to Nortel Reporting for Contact Center for all Users 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 51 Login page Note If you are using the brow
131. ion to restart the PC select Yes I want to restart my computer now and then click Finish To complete the installation without restarting your PC at this time select No I will restart my computer later and then click Finish 26 After you have rebooted your PC and logged back on the Reporting for Contact Center RCC Monitor splash screen will automatically appear as shown in Figure 29 RCC Monitor splash screen NN40040 303 Installation 45 gt REPORTING FOR CONTACT CENTER RCC MONITOR Copyright amp 2007 Nortel Networks NORTEL Figure 29 RCC Monitor splash screen 27 The RCC Database Installer Utility DBI will then be launched See Figure 30 RCC Database Installer Utility The DBI launches and configures the database It performs several steps and displays its status during each step RCC Database Installer Utility DBI dJ Stop RCC Launcher v Create Databases Create Tables Migrate Data Create Primary Keys Create Indexes Create RCC User Configure Report Server Configure IIS Restart RCC Launcher Launch Verification Utility Status Creating T able helptext EE Figure 30 RCC Database Installer Utility Reporting for Contact Center Setup and Operations Guide 46 Installation Note This utility can take several minutes to execute During the Create Tables step there will be a long pause of approximately five minutes while the strings sql table is created This is normal and is
132. ions Guide 60 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 53 Contact Center Connection page Nortel Reporting for Contact Center Windows Internet Explorer Go Y e http localhost rcc2 5 admin pages security settings asp X Google rj 7 D d Nortel Reporting for Contact Center a Ej i Page C Tools v 2 5 412 0 61 Contact Centre Connection Please enter the IP Address or Network name and CCRS Password below IP Address Network name 1 System Administration Port os DEEST CCRS Password R Confirm CCRS Password Hd Company Details Make historical data requests every 15 Minutes gt Selec
133. it Schedules page without saving any edits The Assigned Schedule page shown in Figure 109 Assigned Schedules page with schedule added appears Instant Messages Instant messages allow Users to manually select any one of the stored 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 112 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 111 Instant Messages page Nortel Reporting for Contact Center Windows Internet Explorer ey http localhost rcc2 5 wallboard pages wallboard instant message setup asp skillsets 0 1 2 3 we od Nortel Reporting for Contact Center te gt E od Page 0 Tools NORTEL Main Logout Help Admin v 2 5 412 0 61 Instant Messages Please select a Skillset to send an instant message to Real Time Favourites Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules SelectAll Create Favourite Instant Messages amp J Local intranet 100 4 Figure 111 Instant Messages page NN400
134. ity Check insufficient memory error message nennen ener 33 Choos Setup Language dialog box iibri a OU b iO DR ET ee Er rin 34 InstallShield Requirements dialog box vissiin einga hesien e eene rennen nein EAA EE 34 MDAC 2 8 End User License Agreement dialog box eeseseeeeeeeeeeeeeeen nennen nennen enne nenne nre nne nenne 35 MDAC installation dial g box 3 2 Bietatte nee ben a depre e Re t per RUP Pb Rn 36 Figure 19 Microsoft Data Access Components system restart dialog box eese ener 37 Figure 20 InstallShield RCC requirements for SQL Server and Report Viewer dialog box see 38 Figure 21 InstallShield RCC requirements dialog box eese ener ennen nennen nete trennen enne 39 Figure 22 InstallShield Wizard RCC Welcome dialog box eese ener ener ener ene nnen nennen enne 40 Figure 23 License Agreement dialog box scsi ienris iiie i depre E tete aee tla ede eed e pesce e ve acaso Ede se AVE ee eda sed 41 Figure 24 Exit Setup warning message box cc eesessscssesecsseeesesecseesecneesccsaeccesecseesecneesecsaeceesaecaeeseaecaeesecnesseeeaseeeeaecateseenees 41 Figure 25 Choose Destination Location dialog box eeeeseeseeeeeeeeeeeeeee nennen eene nre trennen ete nnen nenne nenne 42 Figure 26 Setup Status dialog box eo tee treo de ple Roten intet debe eh Deed ande baie ee ga Sraa E ds ebore e pda siad 43 Figure 27 Java in
135. ividual or a single entity and Microsoft Corporation for the Microsoft software product identified above which includes computer software and may include associated media printed ha lt Back Cancel Figure 17 MDAC 2 8 End User License Agreement dialog box Select the I accept all of the terms of the preceding license agreement check box and click Next 15 The setup will check for disk space then display the MDAC installation dialog box as shown in Figure 18 MDAC installation dialog box Reporting for Contact Center Setup and Operations Guide 36 Installation Microsoft Data Access Components 2 8 Setup Figure 18 MDAC installation dialog box Click Finish to begin the MDAC 2 8 installation 16 After MDAC 2 8 is installed you will be asked to restart your PC for MDAC to operate correctly see Figure 19 Microsoft Data Access Components system restart dialog box NN40040 303 Installation 37 Microsoft Data Access Components 2 8 Setup Figure 19 Microsoft Data Access Components system restart dialog box Click Finish to restart your PC Note After the PC has rebooted the Nortel Reporting for Contact Center installation will continue 17 If you do not have Microsoft SQL Server 2005 Express with Advanced Services and Microsoft Report Viewer already installed on your PC you will be prompted to install them both as a prerequisite for RCC See Figure 20 InstallShield RCC requirem
136. ized 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 Details also given on how to get 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 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 si
137. l be displayed informing the user that the PCS operation mode will be changed from a background application to a Windows service See Figure 43 RCC Print Caller Service mode change message box RCC Print Caller Service You are about to change RCC Print Caller to run from background application mode to Windows service mode You will be asked to provide username and password to gain access to the network printers This information will be used in the Future startup of the Print Caller Service To reflect these changes RCC Print Caller will need to restart your system at later stage 4re you sure to change the run mode of RCC Print Caller Service Figure 43 RCC Print Caller Service mode change message box Click Yes to proceed with the mode change NN40040 303 Installation 53 3 The Set Service Login dialog box will appear as shown in Figure 44 Set Service Login dialog box Enter the username and password used to access networked printers configured on the Web Host PC Set Service Login Username Developer Password lt Confirm password 99 Please enter your Windows username and password These are required in order to startup the Print Caller Service and to it allow to access network printers and print schedules This username will be used for future startups of the Print Caller Service cnet Figure 44 Set Service Login dialog box 4 Click OK to install RCC Print Caller Services Windows service and t
138. lation 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 Web Host PC This folder contains the application files used by Nortel Reporting for Contact 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 Software Keycode Installation Guide 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
139. lease select either skillsets or agents RealTime Skillset Favorites Agent Favorites Agent Alarms z 3 Name Name l Wallboard Setup skil1 amp 3_ _ Delete Select 1234 Delete Select all Delete Select Agents SelectAl MWWWWNWWNWWNWWNWM WMMMMMMMMMMMW Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Create Favourite Create Favourite Submit Cancel Figure 140 Select Agents or Skillsets page Use the following techniques to select items from the Agents and Skillsets lists Click an unselected item name once to select it it will be highlighted and remove the highlight from any other currently selected items in the list box Click a selected highlighted item once to unselect it Note that if other items are selected and you click an item you unselect all the other items except the item you clicked in the same list box To select multiple items press Ctrl and select multiple items in the list box To select a range of items click an item at the beginning or end of the range press the Shift key and click the item at the end or beginning of the range You can also click Select All to select all the items in the list box above at once Although you can select Skillsets on this page when you submit the page it is the Agents you ve selected that are used to generate you
140. les Skillsets User Mary Smith used her Skill1 amp 3 Favorite to select the Development and Training Skillsets 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 128 Your Weekly Schedule page with a Print Schedule in the list appears The page shows the schedule you created In the example the schedule name is Weekly Calls NN40040 303 Using Reporting for Contact Center 151 To leave the 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 123 Your Weekly Schedules page Note If you include the Agent Audit by Agent Agent Profile by Agent Agent Average by Agent Agent Activity by Agent Activity Code by Skillset Activity Code by Agent or the Activity Code by 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 172 Agent Reports 172 Activity Code by Skillset 172 Activity Code by Agents and 172 Activity Code by Pegs Nortel Reporting for
141. ll install Reporting for Contact Center on your computer To continue click Next Back Cancel Figure 22 InstallShield Wizard RCC Welcome dialog box To begin the RCC installation click Next To cancel the installation procedure click Cancel 19 The License Agreement for Nortel Reporting for Contact Center dialog box appears as shown in Figure 23 License Agreement dialog box NN40040 303 Installation 41 Reporting for Contact Center 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 Do you accept all the terms of the preceding License Agreement If you select No the setup will close To install Reporting for Contact Center you must accept this agreement InstallShield lt Back Figure 23 License Agreement dialog box 20 Read the Software License Agreement before proceeding To proceed with the installation click Yes To return to the Welcome dialog box click Back To cancel the installation click No A warning message will be displayed asking the user for confirmation to quit the RCC installation as shown in Figure
142. lsets 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 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 120 Save Favorites page Reporting for Contact Center Setup and Operations Guide 142 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Gc http localhost rcc2 5 schedule pages save Favourites asp url get schedule skillsets asp amp favskillsets 1 3 amp sSelectedRe Y 441 X Google 2 0 deb v Page 9 Tools
143. m Configuration Maintenance Company Details Reporting il pref F oanret A10 v 7 Figure 63 Skillset Assignment page The Skillset Assignment page lists each configured User In Figure 63 Skillset Assignment page Mary Smith is the only configured User Follow the steps in this section to assign Skillsets 1 Click Assign to view the Assigned Skillsets page shown in Figure 64 Assigned Skillsets page Reporting for Contact Center Setup and Operations Guide 74 Administration Nortel Reporting for Contact Center Windows Internet Explorer ey E http localhost rcc2 5 admin pages assign skillsets asp userID 8 a Ww d Nortel Reporting for Contact Center th i 4 E i Page E gG Tools ii Main Logout Help Admin v 2 5 412 0 61 Assigned Skillsets Skillset assignment for Mary Smith Contact Centre Connection e Skillsets appear in the list below Assign skillsets by selecting them and using the appropriate arrow key System Administration e ee System Admin Settings User Admin Skillset Assignment System Configuration Maintenance Company Details Reporting Ei J Local intranet 100 7 Figure 64 Assigned Skillsets page Note The Skillset names shown in Figure 64 Assigned Skillsets page are intended as examples only Your copy of Nortel Reporting for Contact Center displays the Skillset names you ha
144. me 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 118 Add Daily Schedule page example settings shows example settings that User Mary Smith configured for her Daily Schedule Nortel Reporting for Contact Center Windows Internet Explorer oo x le http 30 30 30 11 rcc schedule pages add daily schedule asp v ts x A z Xx od Nortel Reporting For Contact Center A D deh v i Page Of Tools v 2 5 424 0 61 Add Daily Schedule Schedule Name Please select the days for which you wish to have Real Time e AnswAband reports generated Sunday Reports x v Monday Agent Alarms C Agent Activity by Agent 5 v Tuesday Agent Audit by Agent A v Wednesday Wallboard Setup LI Agent Average by Agent Thursday Agent Capacity by Skillset A Frid lv Friday T Agent Profile by Agent Ti Bins Setu M9 V Abandoned Calls by Skillset LJ Saturday 7 Abandoned CLID DNIS Select printer e S v Answered Calls by Skillset No printers available Daily Schedules
145. 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 values 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 Reporting for Contact Center Setup and Operations Guide 104 Using Reporting for Contact Center 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 numer
146. meters 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 must be one of the parameters you chose to have displayed on your wallboard see Parameters button on page 110 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 105 Example Settings for a Multi Alarm Period Alarm User Mary Smith configured an Alarm with three time periods for one of her Skillsets NN40040 303 Using Reporting for Contact Center 121 Nortel Reporting for Contact Center Windows Internet Explorer Gc http localhost rcc2 5 wallboard pages add alarm asp skillset
147. min RCC Username MaryS amoan Language United Kingdom English System Configuration Assign Wallboards MV Maintenance Administrator r Cane Company Details Reporting Ei J Local intranet 100 7 Figure 62 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 Reporting for Contact Center Setup and Operations Guide 72 Administration 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 60 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 In either case the User Admin page appears See Figure 59 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 sele
148. ministrator Calls that were presented to the Skillset when there were no Agents logged in to handle those calls 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 s from the ipView range of wallboards NN40040 303 References 177 References 10 Contact Center Set Up and Operation Guide NN40040 301 Keycode Installation Guide NN40010 301 ipView Software Wallboard Setup and Operation Guide NN40010 500 Reporting for Contact Center Reports Explained NN40010 626 Reporting for Contact Center Troubleshooting and Maintenance Guide NN40020 403 Upgrading from Call Center Reporting to Reporting for Contact Center NN40010 400 NnNBWN FR Reporting for Contact Center Setup and Operations Guide 178 Index Index A Abandon Time Bins 131 173 Abandoned 86 88 91 102 131 133 140 149 156 167 173 175 Abandoned Call 131 140 149 156 167 173 Abandoned Calls by Skillset report 140 156 167 Abandoned CLID DNIS report 140 149 156 167 Abandoned Time Bins 131 133 173 175 Activity Code 135 143 151 158 163 167 170 171 Activity Code by Agent report 135 143 151 158 167 170 Activity Code by Pegs report 135 143 151 158 167 Activity Code by Skillset report 135 143 151 158 167 170 Add Alarm 117 118 Add M
149. nitoring state Reporting for Contact Center Setup and Operations Guide 96 Using Reporting for Contact Center Not Available Agents who are unavailable to answer Incoming calls are in the Not Available state Gold represents Not Available agents as shown in Figure 86 Not Available state The wording Not Available is displayed in the Status column Non Contact Answered Contact ID Agent Logged Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Not Available oo 00 03 a foo Figure 86 Not Available state Not Ready An agent who is in the Not Ready state is represented by dark grey See Figure 87 Not Ready state The wording Not Ready is displayed in the Status column Non Contact Answered Contact Status Duration Centre Calls Outgoing Calls Centre Calls in Hour Day Hour Day Hour Day Figure 87 Not Ready state Outgoing Call When an agent makes an Outgoing call the agent is in the Outgoing Call state The Outgoing Call state is represented by yellow See Figure 88 Outgoing Call state A phone icon in the Status column accompanies the wording Outgoing Call to represent this voice call Non Contact Answered Contact ID Agent Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Figure 88 Outgoing Call state Ringing These are agents who currently have a call ringing at their handset Purple represents the agent s Rin
150. nne nns nnt sentent enne nn ns snnt nennen 60 Administration Menu cape aet eed ul peu dto AA a a eode en becca epu e 64 System Administration ici eret a ce edet re EL EAE be d eR e red vob eaten 65 System Admin Settings cimi dee e d e d Hd eu edo re deco dlc t de e dz 66 User Arimini gt et en ae Hed quee NEUE E OR d EE Dg dec es 67 Skillset Assignment ooo Ei pde qe ee Ho Caput ed ded lea Hoe de 72 Ma INtO MAN CE RD 76 System Stallls 2 u2 i HC eate an qe ERR edu ee le 76 LOQQING IEEE 78 Company Details ct 80 22 Cerea tu e e EHE I UE ee Erde Ld Rede 79 FROPOMING TS 80 Using Reporting for Contact Center eeeeeeeeeeeeeeeeeeeeeeeeee nennt 81 Eogding Ortes x5 vereor toic rtp rudis MeL etc tci s ET CUAL E rrr 81 Beal LIme ic eet EROR E uM itn hu uu uis miim IO EUER 84 Using the Real Time Options eene enne en rhet sn tris internen nn 84 Real Time Call Summary sssssssssssssssseeeee enne teer en nennen nrnr innert ennt enne 85 Real Time Agent Summary sss eene entere enses en nent en reset en renis 88 Real Time Call Detail ssrin an aeiaai nennen trn en nennen sinn tren nennen nn 90 Real Time Agent Detall 2 ace m d dee esee a aee canne anke metre adea iaaa ge dn 92 Agen Alarms 98 Wallboard Setup neue eine a iis tae are eae ave Aneel eee 102 Message Forrmats disc disc da deci eve agite uev glo re ote dace deve 102 Parame
151. nt 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 154 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer o x Go m Je http localhost rcc2 5 schedule_pages monthly_schedules asp delete 29 z tr x gle we a nNnortel Reporting for Contact Center a gt me Li Page Tools ig Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 2 Help Admin v 2 5 412 0 61 Your Monthly Schedules Your Monthly Print schedules appear below Help is available by clicking the help button above You do not have any schedules defined Click add to begin adding schedules aal E3 Local intranet Figure 130 Your Monthly Schedules page Follow the steps in this section to add a Monthly Schedule 1 Click Add The Add Monthly Schedules page shown in Figure 131 Add Monthly Schedule Page appears NN40040 303 Using Reporting for Contact Center 155 http 30 30 30 11 rcc schedule pages add monthly schedule asp x Y zx Nortel Reporting for Contact Center i gt dh v i Page Tools
152. o save the log on settings 5 The user will be prompted to reboot their PC to enable the RCC Print Caller Services Windows service settings as shown in Figure 45 RCC Print Caller Services settings changed message box RCC Print Caller Settings changed These changes will take effect after you restart the PC Please save any unsaved data and close all running programs Click Restart Now when ready Restart later Figure 45 RCC Print Caller Services settings changed message box Click OK After the PC has restarted the user is not required to log on to the PC again for RCC Print Caller Services to run as a Windows service and for ad hoc reports and Print Schedules to be served To uninstall the PCS as a Windows service and run it again as a desktop application perform the following steps 1 Right click the RCC Print Caller Service system tray icon and choose Run as background application See Figure 46 Print Caller Service menu for Windows service Reporting for Contact Center Setup and Operations Guide 54 Installation Open Run as background application Exit Figure 46 Print Caller Service menu for Windows service 2 A confirmation message box will be displayed to verify the run mode change of the PCS from a Windows service to a background application as shown in Figure 47 RCC Print Caller Service mode change to background application message box RCC Print Caller Service M You are about to c
153. or Contact Center for a Business Communications Manager Installation Follow the steps in this section 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 browser 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 Business Applications The Business Applications page appears 4 From the Contact Center Applications list click Reporting for Contact Center Information about the Nortel Reporting for Contact Center application appears See Figure 10 Download the Reporting for Contact Center Software NN40040 303 Installation 31 NORTEL p Home Contact Business Applications Reporter Applications Activity Reporter Basic Activity Reporter Contact Center Applications Reporting for Contact Center Multimedia Contact Cen
154. our 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 172 Agent reports 172 Activity Code by Skillset 172 Activity Code by Agents and 172 Activity Code by Pegs From the User Main Menu page shown in Figure 72 User Main Menu page select Reports and Schedule to view the Report s page shown in Figure 115 Reports and Schedules page As shown in Figure 115 Reports and Schedules page the Print Schedules options are as follows Daily Schedules see Daily Schedules Weekly Schedules see Weekly Schedules Monthly Schedules see Monthly Schedules Reporting for Contact Center Setup and Operations Guide 136 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer GO Je http flocalhost rcc2 5 report_pages report_index asp z we d Nortel Reporting for Contact Center Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Daily Schedules Help Admin Reports and Schedules Please select the report you wish to view from the list below From Date From Time To Date To Time yyyy mm dd 24 Hour Format yyyy mm dd 24 Hour Format 2006 10 30 ES ooo 2006 10 30 Ey 22 Report Names AlReports Open Reports Explained Help In
155. our 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 when 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 120 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 para
156. over the period from midnight to midnight for each day 7 Click Submit to save your Weekly Schedule The Weekly Schedules Skillsets page shown in Figure 127 Weekly Schedules Skillsets appears 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 Reporting for Contact Center Setup and Operations Guide 150 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Ha y E http jlocalhost rcc2 5 schedule pages get w schedule skillsets asp sSelectedReports 2 3 1 6 amp sReportTime 08 30 amp sRe eod f Nortel Reporting For Contact Center te gt E ib page 0 Tools S Main Logout Help v 2 5 412 0 61 Weekly Schedule Skillsets Please highlight the Skillsets you wish to include in the print schedule Real Time Favourites Name Skil1 amp 3 Delete Select Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Select All Create Favourite Submit Cancel Figure 127 Weekly Schedules Skillsets For information about using Skillset selection lists see page 141 e For information about using Favorites see page 141 In the example shown in Figure 127 Weekly Schedu
157. porting for Contact Center recognizes who logs on and greets the User accordingly In the example shown in the figure User Mary Smith logged on and the page displays the Welcome Mary message The options available to Users appear in the navigation pane on the left of the Main Menu page The options are as follows Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Reporting for Contact Center Setup and Operations Guide 84 Using Reporting for Contact Center Real Time From the User Main Menu page shown in Figure 72 User Main Menu page select Real Time to view the Real Time page shown in Figure 73 Real Time page Nortel Reporting for Contact Center Windows Internet Explorer ini xi Gc X je http localhost rcc2 5 realtime_pages realtime_index asp j x cooale we te Nortel Reporting for Contact Center pe d Page Gi Tools v 2 5 412 0 61 Real Time Please select the type of Real Time screens and skillsets you wish to view from the list below Real Time Agent Summary F Call Summary aem a Agent Detail Call Detail Wallboard Setup Favourites Time Bins Setup Reports and Schedules S Java Runtime Installed v D 1 5 0 07 applet RealtimeSubmit started EJ Local intranet Rim 7 Figure 73 Real Time page Using the Real Time Options To view the Real Time screens the minimum screen resolution should be at leas
158. ports Click here to start RCC print caller services Figure 40 Print Caller Service warning balloon Restarting the PCS desktop application Perform either option to restart the PCS Option 1 e Right click the RCC Print Caller Service system tray icon and choose Start Print Caller Services as shown in Figure 41 Print Caller Service menu Start function Start Print Caller S Run as Windows Service Exit Figure 41 Print Caller Service menu Start function Reporting for Contact Center Setup and Operations Guide 52 Installation Or Option 2 e Follow the steps in the section Stopping the PCS desktop application on page 50 where step 2 will display the Start button to restart the PCS PCS as a Windows service Perform the following steps to set the PCS operational mode to run as a Windows service 1 Right click the RCC Print Caller Service system tray icon and choose Run as Windows Service from the menu see Figure 37 Print Caller Service menu Alternatively open the RCC Print Caller Service window and select the Run as Windows Service check box and click Apply as shown in Figure 42 RCC Print Caller Service window Windows service mode 2 RCC Print Caller Service Status Print Caller Service running Run as Windows Service Figure 42 RCC Print Caller Service window Windows service mode To cancel the PCS Windows service mode selection click Close 2 A confirmation message box wil
159. r reports By selecting a Skillset and clicking the arrow box you will automatically highlight all agents who have logged into that Skillset by selecting Reporting for Contact Center Setup and Operations Guide 170 Reports Explained an Agent and clicking the lt arrow box you will automatically highlight any skillsets that the agent has logged into In cases where you want to view only the agents who logged into a particular skillset you can use the technique above 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 by Skillset Activity Code by Agent The Select Activity Codes page shown in Figure 141 Select Activity Codes page appears Nortel Reporting for Contact Center Windows Internet Explorer Go Y e http flocalhost rcc2 5 report_pages activitycode_select asp z 44 X Google we w Nortel Reporting For Contact Center gt Bl gt By pb Page 0 Tools a Main Logout Help v 2 5 412 0 61 Select Activity Codes Please select Activity Codes to report on RealTime ims o AcdiviyCodes 00 Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Select All Submit Cancel Weekly Schedules Monthly Schedules Get Latest Contact Center Data il amp J Local intranet 100
160. re 2 Delete Files dialog box 3 Select Delete all offline content and then click OK Reporting for Contact Center Setup and Operations Guide 20 Installation 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 Nortel Reporting for Contact Center 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 403 Installation prerequisites Before you install Nortel Reporting for Contact Center software you must 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 BCM50 3 0 as the Nortel Reporting for Contact Center installation includes Microsoft NET Framework 2 0 ensure Microsoft NET Framework 1
161. re in Break Time following clear down of an Incoming Contact Center Call Reporting for Contact Center Setup and Operations Guide 90 Using Reporting for Contact Center 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 76 Real Time Call Detail Screen shows the Call Detail screen Nortel Reporting for Contact Center Windows Internet Explorer E oj xj v 2 5 412 0 61 You are currently viewing Skillsets SKILL1 SKILL2 SKILL3 Incoming Contact Center Calls Unread Longest Ski liset Service n Mailbox Level Hour Day Hour Day Hour Day Msgs vie o o oO o o o jojojo f o f o o 0 00 00 o 100 _ Multimedia o o o o o o Jo o og opop o poooooo o 100 0 0 0 0 0 0 0
162. red since the last Report Data update is included in the reports When you click Get Latest Contact Center Data the screen shown in Figure 142 Get Latest Contact Center Data appears This screen shows the number of seconds remaining until the latest data is obtained from the Contact Center Nortel Reporting for Contact Center Windows Inte Nortel Reporting For Contact Center X NORTEL E Get Latest Contact Center Data 7 Figure 142 Get Latest Contact Center Data Reporting for Contact Center Setup and Operations Guide 172 Reports Explained 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 303 Glossary 173 Abandoned Calls Abandon Time Bins Alarm Threshold All Calls Held Answered Time Bins Available State Calls Answered 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 specif
163. relating to the week September 1 September 7 Reports containing the information relating to the week September gus September 14 are printed on Saturday 20 September and so on September 2003 Mon Tue Wed Thu Fri Sat Sun 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Figure 125 Calendar for September 2003 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 period 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 126 Add Weekly Schedule page example schedule shows how User Mary Smith configured her Weekly Schedule NN40040 303 Using Reporting for Contact Center 149 Nortel Reporting for Contact Center Windows Internet Explorer 6 y le http 30 30 30 11 rcc schedule pages add weekly schedule asp X jle Pe r w od Nortel Reporting for Contact Center tec B dh v i Page OG Tools
164. rms to update any Agent Alarms that had been set through Reporting for Contact Center after the Agent Detail Real Time screen had been opened Reporting for Contact Center Setup and Operations Guide 98 Using Reporting for Contact Center 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 Reporting 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 72 User Main Menu page select Agent Alarms to view the Agent Alarms page shown in Figure 90 Agent Alarms menu page Nortel Reporting for Contact Center Windows Internet Explorer Gc v e http localhost rcc2 5 realtime setup realtime setup index asp w abe e Nortel Reporting for Contact Center Main Logout Help Admin v 2 5 412 0 61 Agent Alarms Please select an option from the Agent Alarms Setup menu on the left hand side to continue RealTime Agent Alarms Agent Alarms Setup Wallboard Setup Time Bins Setup Reports and Schedules uH f ranae A109 A Figure 90 Agent Alarms menu page NN40040 303 Using Reporting for Contact Center 99 Select Agent Alarm Setup to view the Agent Alarm Setup Skillset selection p
165. row is a means average of the Service Level 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 Service Level 0 Skill 2 Service Level 100 Skill 3 Service Level 100 The Grouping row shows a Service Level of 66 calculated as follows Service Level 0 100 100 3 66 This value shows the User what their average Service Level is over all the selected skillsets This figure is different from the Service Level for the System which includes all the skillsets The System Service Level is not calculated as an average for the skillsets it is calculated as a single figure Service Level for the System Reporting for Contact Center Setup and Operations Guide 88 Using Reporting for Contact Center This is the calculation that is 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 Service Level is calculated using the following formula This formula is also described in the Glossary on page 173 Presented Total Number of Direct Call transactions Presented to the Skillset s Abandoned Calls which Abandoned gt Secondary Calls transactions answered after the Secondary Alert has elapsed oe ll Service Level Presented Abandoned gt Secondary x 100 Presented
166. s Nortel Reporting for Contact Center Windows Internet Explorer E ni x ey Y http localhost rcc2 5 schedule pages get schedule skillsets asp delete 118favtype skillset amp sSelectedReports 2 3 1 8 4 we ae Nortel Reporting For Contact Center Tp E gt page Gi Tools Main Logout Help Admin v 2 5 412 0 61 Daily Schedule Skillsets Please highlight the Skillsets you wish to include in the print schedule Real Time Skillsets Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules SelectAll Create Favourite Weekly Schedules Monthly Schedules z Get Latest Contact Center Data Submit Cancel amp J Local intranet 100 4 Figure 119 Daily Schedule Skillsets page NN40040 303 Using Reporting for Contact Center 141 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 Skil
167. s The Java Runtime Environment if required and the ActiveX Report Viewer are automatically downloaded to the client the first time they are required Language Support Each 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 Reporting for Contact Center Setup and Operations Guide 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 Con
168. s 0 1 2 3 Goog Ww ae f Nortel Reporting for Contact Center Id gt E dh Page G Tools v 2 5 412 0 61 Add Alarm Please input the details of the alarm below An alarm will only be saved if a threshold value has been entered Wallboard Skillset System z RealTime Agent Alarms Parameter name AN x oad SoS Number of Agents in the Not Ready state Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages os 30 gt j s foe TT AUD Message Time Bins Setup There are AN Agents Not Ready Please return to Available Reports and Schedules Period Start Time Comparison Threshold v gt 30 gt B Message No Message z Period Start Time Comparison Threshold Message There are AN Agents Not Ready Please return to Available Period Start Time Comparison Threshold foo z foo z zl zl amp J Local intranet R10 4 Figure 105 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
169. s features on or off dialog box Select the following check boxes o ASP Reporting for Contact Center Setup and Operations Guide 28 Installation o ASP Net o ISAPI Extensions o ISAPI Filters e Internet Information Services gt World Wide Web Services gt Common Http Features Select the following check boxes o Default Document o HTTP Redirection o Directory Browsing o Static Content e Internet Information Services gt World Wide Web Services gt Security Select the following check boxes o Request Filtering o Windows Authentication FX Windows Features Turn Windows features on or off Eg Indexing Service V Internet Explorer Access Eg Th Internet Information Services m FTP Publishing Service aj lll Web Management Tools ci i World Wide Web Services a IB Application Development Features Ji NET Extensibility T ASP jo ASP NET mM ca V ISAPI Extensions 1 ISAPI Filters d Server Side Includes l Common Http Features lly Health and Diagnostics Figure 9 Turn Windows features on or off dialog box NN40040 303 Installation 29 5 Click OK on the Windows Feature dialog box IIS 7 0 will now allow Reporting for Contact Center to be installed on the Windows Vista operating system Installing Nortel Reporting for Contact Center software Note You must have Administrator rights for the instal
170. send the report to the selected printer The Print Status page will open as shown in Figure 138 Print Status page This page lists all the ad hoc report print requests the date and time they are due to be printed and a link called Cancel Print to cancel each report print job For more information on cancelling report print jobs refer to Cancel reports to be printed on page 167 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 Reporting for Contact Center Setup and Operations Guide 166 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer m x http 30 30 30 152 rcc report_pages report_print asp 727dd41 1 9c57 b6f9 920e OcB6db4c V NORTEL ee The selected report s will be printed at Fri Jun 15 15 04 58 Answered Calls by Skillset 2007 06 15 15 05 Cancel Print Help Request by Supervisor 2007 06 15 15 05 Cancel Print Agent Average by Agent 2007 06 15 15 05 Cancel Print Agent Activity by Agent 2007 06 15 15 05 Cancel Print System Configuration 2007 06 15 15 05 Cancel Print Call Breakdown by Agent 2007 06 15 15 05 Cancel Print Cancel All Warning Your reports will still print if you close this window If you refesh this screen your reports will print twice dg internet Figure 138 Print Status page 4 If you click on the Close button to close this window you can re
171. ser on the Web Host PC you can replace NameOfWebHostPC with localhost Note You can add 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 71 Change Password page appears Reporting for Contact Center Setup and Operations Guide 82 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer 0 x Le 1 Y e http lacalhost rcc2 5 main change login asp X aoogle Pi DE Nortel Reporting for Contact Center Der dh Page Gp Tools v 2 5 412 0 61 Change Password Please input a new password below New password l Confirm password Submit il jz J Local intranet A100 p Figure 71 Change Password page In the New password field enter a new password The password can be from 1 to 10 characters
172. sor 15 Microsoft 14 16 18 20 21 26 34 36 37 38 46 63 Microsoft SQL Server 14 18 37 Minimum PC Requirements 15 Monitoring 95 175 Monthly Schedules 135 153 154 155 156 157 158 159 160 Mouse 16 Multimedia Call 90 100 174 N Network Name 107 Nortel Call Center Reporting 17 177 Nortel Multimedia Contact Center 95 174 Nortel Networks Call Center Reporting 17 Nortel Reporting for Contact Center 11 13 14 15 16 17 18 20 22 26 29 30 31 32 33 34 37 40 42 43 44 57 61 62 63 65 66 67 68 69 70 74 76 77 78 79 80 81 83 89 97 98 99 102 103 104 107 108 120 131 133 135 142 161 171 173 176 177 North American English 13 Norwegian 13 Not Available 89 96 174 Not Ready 89 96 100 102 104 108 115 119 121 175 O On Contact Center Calls 89 On Internal Calls 90 On Non Contact Center Calls 90 On Outgoing Calls 90 Operating System 16 Overflow 86 91 174 P Parameters 110 111 120 Password 58 59 71 72 81 82 176 Port Number 26 61 77 107 Primary Alert 86 91 Print Schedules 49 53 56 83 135 146 153 Printer 164 R Real Time screens 13 14 15 17 26 61 62 67 72 78 80 83 84 85 87 88 89 90 92 93 94 97 98 173 174 175 Report Viewer 37 38 Reset Password 71 72 Ringing 89 96 175 S Scheduled Messages 104 Scrolling Messages 102 103 Secondary Alert 86 88 91
173. stallation dialog box e depre te eetde de eheu E E aree pde de ebd do eda siad 43 Figure 28 Installation Complete dialog box eese eene enne enne nennen reete trennt trennen enne tn enne 44 Figure 29 RCE Monitor splash screen rte dene e dope E Reip de se bea ele Ease De ee at raodo sie eben ee epa sued 45 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Figure 36 Figure 37 Figure 38 RCC Database Installer Utihty 5 2 93 205 neo D tee e tre Re eo ee dele abana Doe i cese 45 RCC Install Verification Utility 3 e tbe ial eels nail eter de Proceres eve MG dk 46 BCM Connection Data dialog box eee ek eset ie ene roe Pe pa eu etae ceo eroe na eos po eee A edad 47 RCC Install Verification Utility verifying BCM connection esee enne ener enne 48 Save BCM connection settings message box eene nennen ennetnenetenn ne enne trennen enne tn enne 48 RCC Install Verification Utility verification success rennen eene nennen nennen nein nre nne nnnne 49 Print Caller Service information balloon eeeeeeeeseeeeeneeennenne nennen nete enne enne neen nennen nee innen 50 Print Caller Seryice men 12e UU eet db dee heer ite er tee p reste dt eios 50 RCC Prnt Caller Service widow erbe ODER Pe trt tre ise repe desi uet ei ces 50 Figure 39 RCC Print Caller Service window PCS stopped essent nre trennen 51 Figure 40 Print Caller Service warning
174. t 1024 x 768 pixels Note The maximum recommended number of Client PC connections that can view all four Real Time screens concurrently at a one second refresh rate are 4 PCs At a three second refresh rate up to 12 PC s can view all four Real Time screens concurrently Perform the following steps to use the Real Time options NN40040 303 Using Reporting for Contact Center 85 1 To select the Real Time screens you want to view select a Real Time screen name For information about using Skillset selection lists see page 141 For information about using Favorites see page 141 2 Click Submit to view your Real Time selections in a new window To reset your selections click Cancel at any time Note A Java coffee cup icon will appear in the bottom left hand side of the screen beneath the menu displaying the version of the Java Runtime Environment JRE installed on the PC or the version being should there be multiple JRE installations If this is not displayed you will automatically be presented with an option to download and install the JRE in addition the submit button will also not be displayed and you wont be able to launch any Real Time screens Please follow the instructions on screen to successfully install the JRE The following sections describe the available Real Time screens Real Time Call Summary Figure 74 Call Summary Real Time screens shows the Call Summary Real Time screen Nortel Reporting for Contac
175. t Center Windows Internet Explorer oj xj v 2 5 412 0 61 You are currently viewing Skillsets SKILL1 SKILL2 SKILL3 Incoming Contact Center Calls nre Primary Secondary Pe E ER Answered Abandoned Disconnected wating Sliset Service Skillset Alert Alert Ho Day Hour bay loue oarl m Level Mode Grouping Lm dp wg dp 00 00 00 10096 1 SKILL1 00 00 00 100 Day i Skillset Waiting Delayed i 100 0 9 Connection Status Figure 74 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 Skillsets that you see are the skillsets you selected on the Real Time page shown in Figure 73 Real Time page Reporting for Contact Center Setup and Operations Guide 86 Using Reporting for Contact Center 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 Delayed indicates the number of calls that are currently in a delayed state that is having reached the contact center but have not been forw
176. t Center Data zu E3 Local intranet 100 7 Figure 121 Your Daily Schedules with a Schedule in the List Reporting for Contact Center Setup and Operations Guide 144 Using Reporting for Contact Center 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 Activate Activate Click Activate to enable the Print Schedule so that the schedule is printed when the schedule is 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 122 Edit Daily Schedules page appears NN40040 303 Using Reporting for Contact Center 145 Nortel Reporting for Contact Center Windows Internet Explorer Go X e http 30 30 30 11 rcc schedule pages edit daily schedule asp scheduleID 1 x 5 X x x w od Nortel Reporting for Contact Center te 5 d v Page jJ Tools Help Admin v 2 5 424 0 61 Edi
177. t Daily Schedule Schedule Name Please select the days for which you wish to have Real Time AnswAband reports generated Sunday Monday Tuesday Wednesday Thursday Friday Saturday Reports Agent Activity by Agent Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Abandoned CLID DNIS Select printer Answered Calls by Skillset No printers available v Answered CLID DNIS Call Average by Skillset Call Profile Incoming Call by Skillset Summary Activity Code by Agent Print time Activity Code by Pegs 07 v 00 M Activity Code by Skillset Help Request by Supervisor System Configuration Unanswered Help Request by Agent Agent Alarms Wallboard Setup L1 ISI S SI S S C Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Report period start time 00 v 00 v Report period end time 23 59 E E ET EI ET CI ET CJ EJ 3 E ES S IS CT C1 ET E31 E 3 Figure 122 Edit Daily Schedules 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
178. t Wallboard page Reporting for Contact Center Setup and Operations Guide 110 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer e Y http localhost rcc2 5 wallboard pages edit wallboard asp skillsets 0 1 2 3 amp sWallboardID 3 Kp E d Page Gi Toos w d Nortel Reporting for Contact Center Main Logout Help Admin v 2 5 412 0 61 Edit Wallboard Please input the values for the wallboard below IP Network Name foie Agent Alarms Port Bs 0 7 Wallboard Skillset System gt Wallboard Setup ERES United Kingdom Engien E Wallboard Assignment Messages Type Software Hardware C Alarms Title r Schedules Instant Messages Title Text o Time Bins Setup Buzzer L Summary ri Real Time Reports and Schedules il Se SRS See ee Figure 97 Edit Wallboard page The Edit Wallboard page is set up exactly like the Add Wallboard page shown in Figure 95 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 93 Wallboard Menu page To leave the Add Wallboard page without saving any changes click Cancel The Wallboard Setup page appears See Figure 93 Wallboard Menu page Click Parameters to view the Edit Parameters page shown in
179. t an IP Address IP Address Not Selected 7 Reporting Wallboard and Real Time Refresh Interval h Second s Download Contact Center Data All Data C Only Data starting from 2006 10 20 Lancet Contact Centre Connection Maintenance E E Local intranet 100 4 Figure 53 Contact Center Connection page NN40040 303 Administration 61 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 Note Check that Reporting for Contact Center is configured to point at the IP Address of the Contact Center For BCM50 3 0 system this will be the network IP address of the BCM The Port field will be defaulted automatically to the correct port number of 8088 for connection to a BCM50 3 0 system 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 p
180. tact Center Id gt dah Page G Tools Main Logout Help Admin v 2 5 412 0 61 Time Bins Setup Please select the Skillset for which you wish to assign time bins Real Time Skillset list Wallboard Setup Time Bins Setup Reports and Schedules Assign Time Bins il rmn d ea ee Figure 113 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 113 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 114 Time Bins page appears NN40040 303 Using Reporting for Contact Center 133 Nortel Reporting for Contact Center Windows Internet Explorer vv E http localhost rcc2 5 configuration pages time bin setup asp single true amp skillsets 1 c Ve BP Nortel Reporting For Contact Center Tb E od ipag Gols NORTEL Main Logout Help Admin v 2 5 412 0 61 Time Bins Please enter Time Bin values below mm ss Real Time M MM SS MM SS Time Bin 1 00 7 Time Bin 1 0
181. tact 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 Nortel 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 Microsoft SQL Server 2005 Express 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 NN40040 303 Introduction 15 System Software The software that sends data to Nortel Reporting for Contact Cent
182. te enables customers to e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notification 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 303 Introduction 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 Tim
183. te when an agent has placed all of their calls on hold All Calls Held is represented by pink as shown in Figure 80 All Calls Held state The wording Calls Held is displayed in the Status column Non Contact Answered Contact ID Agent P Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Calls Held 0000 24 1 zlo of Figure 80 All Calls Held state Reporting for Contact Center Setup and Operations Guide 94 Using Reporting for Contact Center Incoming An agent is in the Incoming state when they have answered an Incoming Contact Center call The Incoming state is represented by light green as shown in Figure 81 Incoming PSTN state The information in the Status column indicates the type of call this is that is a voice PSTN call A phone icon in the Status column represents the voice call This is accompanied with the skillset associated with the call in the format SS n where n is the number of the skillset For example SS 2 which represents Skillset 2 Non Contact Answered Contact ID Agent oases Status Duration Centre Calls Outgoing Calls Centre Calls in gt Hour Day Hour Day Hour Day 00 005 1 ajo oo Ci Figure 81 Incoming PSTN state Incoming Non Contact Center If an agent answers a non Contact Center call that is where the agent s DN is dialled directly they are represented by dark green The Incoming non CC state is shown in Figure 82 Incoming
184. ter When you select your Skillset click Assign values to view the Agent Alarms Values page shown in Figure 92 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 party Incoming Contact Center Agent has answered a Contact Center Call Call Incoming Multimedia Call Agent has answered a Multimedia Call Center Call 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 Nortel Reporting for Contact Center Windows Internet Explorer ey i http localhost rec2 Sfrealtime_setup real_time_agent_settings asp skillsets 1 Ve BP Gnortel Reporting for Contact Center Th E dh Page GTools Help Admin v 2 5 412 0 61 Agent Alarms Values RealTime Available Agent Alarms Internal Call Agent Alarms Setup Outgoing Call Wallboard Setup Incoming CC Incoming MMCC Time Bins Setup Incoming non CC 15 8 Not Ready SEES Reports and Schedules Cancel Note If you change your Agent Alarm settings you will need to click the Check Agent Alarms button on the Agent Detail Screen if it is currently open for the new thresholds to take effect f Ranra
185. ter ipView Softboard Business Documentation Business Documentation PDF Format GetAdobe PDF Reader opens new window Nortel Partner Program Partner Program This application is dependent on another P application which requires a keycode Click here to connect to the Nortel Keycode Retrieval System Reporting for Contact Center packagefc theweb Download Reporting for Contact Center i See Important Notes Below Nortel Reporting for Contact 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 Contact Center system Nortel Reporting for Contact Center helps you manage the peaks and troughs in call traffic Monitored information includes e Call waiting times e Queue lengths that is the number of calls waiting to be answered by your Skill set e Agentstatus Nortel Reporting for Contact Center provides a comprehensive range of management reports that have information critical for accurate business planning Nortel Reporting for Contact Center has the ability to support multiple wallboards which can be individually configured to display the information that the agents require The Nortel Reporting for Contact Center is supported on the following operating systems e Windows Vista Business Ultimate e Windows XP Professional SP2 Figure 10 Downlo
186. ter Messages eed tene ace bar A ence aceto de bte a dace dada 102 Scrolling Messages adito decade ttc aie doge date Pg eina a een 103 Summary Messages ee ave ad ava ali el ee aa ena 104 Using the Wallboard Options ssessssssessssees ener enn nnne nennen enn 105 Wallboard Assignment covariance celia cases nate iadi eiae deep eere edad cet etu dace 106 ECL 112 ICD Em 117 Segue 123 Instant Messages ius tede te irte us v eere oer n ete nv ed Va ee RUE Ov Le ceu Lu ds 128 Time Bins Seltup zentrale hee etm esce deae ater e e Paride aad dueds 131 Answer Time BINS acters o den e ere b P va ege creto run Magee ae orb e d eua 131 AbandorrTirme BIns i dt tec e Tet b t e e ie e ap s eee c euo futs 131 sei elo U E TA M TR 135 Daily Schedul s uttter eet tt et d ded eo de rel v EE Ehe dadas 136 skillset List Selection Methods siir rine rc ea ree ke teet ed ea ba ter e RE Miser 141 Adding Selections to the Favorites List ccccccssseeeeeeeceeeeeeeeeeeeeeeeseaeeeseaeeseaeeseeeeeseaeeesaeessenees 141 Saving your Daily Schedule 2 nette e erri ett to e et o cies 143 Weekly Schedules ee t c t Rd etat e ale 146 Weekly Schedules Skillsets seesessssssssssesssesse ener 149 Saving Your Weekly Schedule sse enne nennen nennt nnne en 150 MonthlySchedul6s z rnnt ioc Gee i etant tti bebe E
187. ter installation 1 Click on the Start menu and select Program Files gt Control Panel NN40040 303 Installation 27 2 Double click on Programs and Features 3 From the left panel click on the Turn Windows features on or off option See Figure 8 Windows features option in Programs and Features window s off Tasks View purchased software G6 Us A gt Control Panel gt Programs and Features s Vimar S Uninstall or change a program View installed updates To uninstall a program select it from the list and then click Uninstall Change or Repair Get new programs online at Windows Marketplace Organize 13i Views e digital locker Name Publisher Installed On 9 Tum Windows features on or sp J2SE Runtime Environment 5 0 Update 4 Sun Microsystems Inc 11 01 200 MySQL Connector ODBC 3 51 MySQL AB 11 01 200 C MySQL Server 4 1 MySQL AB 11 01 200 Q Reporting for Contact Center Nortel 11 01 200 Figure 8 Windows features option in Programs and Features window The Windows Features window will open 4 Expand the following Internet Information Services gt Web Management Tools gt IIS 6 Management Compatibility Select the following check boxes o IIS6 WMI Compatibility o IIS Metabase and IIS 6 configuration compatibility Internet Information Services gt World Wide Web Services gt Application Development Features See Figure 9 Turn Window
188. 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 ipView SoftBoard running on the same PC to for example display different Skillset statistics to a multi Skillset Agent Each copy of ipView 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 Reporting for Contact Center Setup and Operations Guide 108 Using Reporting for Contact Center that is to have the information displayed represent totals derived from all Skillsets select System from the list 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 e
189. thly Schedules page shown in Figure 130 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 Nortel Reporting for Contact Center Windows Internet Explorer f E Pa Tos Logout Help v 2 5 412 0 61 Monthly Schedule Skillsets Please highlight the Skillsets you wish to include in the print schedule RealTime Favourites Name Agent Alarms SS N Delete Select Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data SelectAll Create Favourite Submit Cancel ixl LT T ranae 00 7 Figure 133 Monthly Schedule Skillsets page e For information about using Skillset selection lists see page 141 e For information about using Favorites see page 141 In the example shown in Figure 133 Monthly Schedule Skillsets page User Mary Smith used her Skill1 amp 3 Favorite to select the Development and Training Skillsets Reporting for Contact Center Setup and Operations Guide 158 Using Reporting for Contact Center Note If you include the Agent Audit by Agent Agent Profile by Agent Agent Average by Agent Agent Activity by Agent Activity Code by Skillset Activity Code by Agent or the Activit
190. thlyCalls 20 oct2006 07 00 V Deactivate Edit Delete Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Figure 134 Your Monthly Schedules page with a Print Schedule in the list NN40040 303 Using Reporting for Contact Center 159 Note 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 button changes from Deactivate to Activate and a red cross replaces the green check mark similar to the following illustration 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 button changes from Activated 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 monthly Schedule page shown in Figure 135 Edit Monthly Schedule page Reporting for Contact Center Setup and Operations Guide 160 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer G gt bd http 30 30 30 11 rcc schedule pages edit monthly schedule asp scheduleID 3 i
191. ting for Contact Center ta T m zy Page X I Tools o Gc http localhost rcc2 5 walloard pages wallboard messages list asp skillsets 0 1 2 3 Er lix G Help v 2 5 412 0 61 Messages Your messages appear below Real Time You do not have any messages configured for these Skillsets Add AgentAlarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules Figure 99 Assigned Messages page Click Add to view the Add Messages page shown in Figure 100 Add Message page Reporting for Contact Center Setup and Operations Guide 114 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer ey Y http localhost rcec2 S wallboard_pages add_message asp skillsets 0 1 2 3 D d Nortel Reporting For Contact Center em T T X LE Page X Tools 2 NORTEL Main Logout Help Admin v 2 5 412 0 61 Add Message Please input your new wallboard message below Insert XX to display a Fon Timo o parameter in the message Agent Alarms zi Submit _Cancet Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules E Ranra O A109 7 Figure 100 Add Message page Type your message text in the blank field Note t
192. tivity by Agent 00 v 00 v O Agent Audit by Agent Report period end time Wallboard Setup Ls Ny Averna PAGE 23 v 59 v Agent Capacity by Skillset C Agent Profile by Agent Print time Time Bins Se 2 Abandoned Calls by Skillset 07 wj 00 Mj Abandoned CLID DNIS Submit Cancel eae ees Answered Calls by Skillset Daily Schedules Weekly Schedules Answered CLID DNIS Monthly Schedules Call Average by Skillset Get Latest Contact Center Data Call Profile Incoming Call by Skillset J Summary O Activity Code by Agent Activity Code by Pegs O Activity Code by Skillset L Help Request by Supervisor O System Configuration Unanswered Help Request by Agent D inn Figure 132 Add Monthly Schedule page with example schedule Mary Smith selected the Answered Calls by Skillset Abandoned Calls by Skillset Abandoned CLID DNIS and Call Average by Skillset reports to be printed at 08 30 on the first day of each new month Her schedule is called MonthlyCalls The reports start to generate at 08 30 on the Cannon 1R5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day NN40040 303 Using Reporting for Contact Center 157 6 To save your Monthly Schedule click Submit The Monthly Schedules Skillsets page shown in Figure 133 Monthly Schedule Skillsets page appears To leave the Add Monthly Schedule page without saving any changes click Cancel The Your Mon
193. uccessfull Click Here to open the Download Status window Current RCC Network Port Status Web Server 80 OK Realtime 6010 OK Report 6011 OK System Info Schema Version 2 1 3 0 lt gt Java Runtime Installed App Server Platform Unix Java v1 5 0_07 App Server Version 1 1 2459 27180 Contact Centre Platform Unix Contact Centre Version CallCenter 30 00 50 16 09 07 2006 Contact Center Status OK Applet ClientInstall erifyMsg started Figure 67 System Status page From this page you can see the Web Host PC s Web Server details RCC Database connection status and BCM System Information including version numbers and the Contact Center Status which refers to the connection status between Reporting for Contact Center and the BCM You can also open the Download Status window from the link Click Here to open the Download Status window The Current RCC Network Port Status information determines whether the current PC viewing this page can establish a connection to the ports listed If any of the ports are blocked to the Web Host PC it will identify which ones and the next steps to take to resolve this The Java coffee cup and status message indicate that the Java Runtime Environment is installed on this PC and what version is currently active Under normal operation you need only to refer to this page upon instruction of Support Personnel Reporting for Contact Center Setup and Operations Guide 78 Administration
194. udes 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 156 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 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 132 Add Monthly Schedule page with example schedule shows an example Monthly Schedule that User Mary Smith configured Nortel Reporting for Contact Center Windows Internet Explorer G 7 le http 30 30 30 1 1 rcc schedule pages add monthly schedule asp w x c g we k Nortel Reporting for Contact Center th B dmh i Page Tc Add Monthly Schedule Schedule Name Select printer Real Time MonthlyCalls No printers available Please select a report Report period start time AgentAlarms C Agent Ac
195. ure 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 Figure 105 Figure 106 Figure 107 Figure 108 Contact Center Connection page seit teet pe eei ie btt tec teuer peus i dee 60 Download Contact Center Data options eene eee neen eene trennen enne nne nennen trennen ennt 62 Download Status WIDdOW ice eec tete teet ED HERE ae E ee tu tdt ese eme sce e Uit Pe Ute ee 62 Administration Menu pages eet enne esteem ee etse tees apre E feed Teneo ie eade dete de 64 System Administration Menu page ee eee Henn Desc etes e bte nt reet dete tere maid eii desee tates 65 System Admmnistrator details page 2 2 pee ttp n DRE bet b ERE en EEE E 66 User Admin pages s ne denen eiiam a etat ER DERE EDO EIL AUT EE 67 Add User page cscs eot reete tee e Rr e choi EORR Pe ERE Na erede Mb EEEE casks aoe cid 68 Details for new User Mary Smithy 2 9 cnncta tu Do Ha ERR DO DAT te LOUP ER ELE PRESE ECHOS a 70 Edit User page po Sin mn
196. ve 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 appear 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 65 Skillsets Assigned to User Mary Smith the User Mary Smith is assigned two Skillsets SKILL1 and SKILL3 NN40040 303 Administration 75 Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 admin_pages assign_skillsets asp userID 8 Ww Ww d Nortel Reporting for Contact Center th E E i Page E gG Tools ii Logout Help Admin v 2 5 412 0 61 Assigned Skillsets Skillset assignment for Mary Smith Contact Centre Connection e Skillsets appear in the list below Assign skillsets by selecting them and using the appropriate arrow key System Administration System Admin Settings User Admin Skillset Assignment SKILL2 SKILL1 System Configuration SKILL3 Ea RIBI Company Details gt Maintenance Reporting il
197. voked the Make Not Ready feature Feature 908 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 ccreens 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 regular voice call Information is available that displays the current states of Skillset Calls and Agents This information is refreshed 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 Agents who have calls currently ringing on their handset The Service Level 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 Abandoned gt Secondary Total Number of Direct Call transactions Presented to the
198. w Q Back Q x E A 4 Search Se Favorites B e wi i Address g http localhost localstart asp v g Go Links gt 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 Construction 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 rs 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
199. 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 calls that were disconnected by the call c
200. xample 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 6 Select a Type option Hardware or Software to indicate whether the wallboard is a hardware wallboard or software 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 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 Ifyou 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
201. y Code by 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 pages 172 Agent Reports 172 Activity Code by Skillset 172 Activity Code by Agents and 172 Activity Code by Pegs To save your Monthly Schedule Skillsets click Submit The Your Monthly Schedules page shown in Figure 134 Your Monthly Schedules page with a Print 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 130 Your Monthly Schedules page Saving your Monthly Schedule To save your Monthly Schedule click Submit The Your Monthly Schedules page shown in Figure 134 Your Monthly Schedules page with a Print Schedule in the list appears The page shows the schedule you created In the example the schedule name is Monthly Calls Nortel Reporting for Contact Center Windows Internet Explorer Co j v http lacalhost rcc2 5 schedule pages monthly schedules asp t X Google we i Nortel Reporting for Contact Center th gt E od Page 0 Tools e NORTEL Main Logout Help Admin v 2 5 412 0 61 Your Monthly Schedules Your Monthly Print schedules appear below Help is available by clicking the Rost EEA help button above AgentAlarms Name salient Crossed Thad Wallboard Setup Mon
202. you want to save your chosen BCM connection settings into the database Figure 34 Save BCM connection settings message box Click Yes to save the settings to the RCC database The IVU window will display a successful verification message and links at the bottom of the window as shown in Figure 35 RCC Install Verification Utility verification success NN40040 303 Installation 49 RCC Install Verification Utility IYU o o ne 4 3 zo net a A Wu Report ta sat oB Java Net Pots IS servicel Bem Oooo Checking Verifying BCM connection Requesting BCM connection data from user BCM IP Address Network Name 30 30 30 6 Port number 8088 Getting BCM realtime data Please Wait After 10 realtime connections to the BCM 10 successful connections 0 failures longest time 2 30s shortest time 1 03s and average time 1 46s TT Getting BCM historical data Please Wait a 2 E ol gt Verification Success Click Here to launch RCC Refresh Figure 35 RCC Install Verification Utility verification success Click Click Here to launch RCC to launch Nortel Reporting for Contact Center To re run the IVU click Refresh Otherwise to close IVU click the Close button on the top right hand corner of the VU window Print Caller Service The Print Caller Service also known as PCS can run as a d

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