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Avaya Reporting for Contact Center User's Manual

1. Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data OOOUOOOOOOSOSBHSOO0 LE internet Figure 141 Edit Weekly Schedule page NN40040 304 Using Reporting for Contact Center 163 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 135 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 135 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 135 Your Weekly Schedules page appears Monthly Schedules On the Print Schedules page shown in Figure 127 Reports and Schedules page select Monthly Schedules to view the Your Monthly Schedules page See Figure 142 Your Monthly Schedules page Initially the page does not show any schedules The Add Monthly Schedule page allows you to speci
2. Nortel Reporting for Contact Center Windows Internet Explorer ey E http localhost rcc2 5 admin_pages assign_skillsets asp userID 8 a Ww dr Nortel Reporting for Contact Center a Ga 7 me se i Page d e Tools ZS Mam 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 8 e SE System Admin Settings User Admin Skillset Assignment System Configuration Maintenance Company Details Reporting Ei l V Local intranet 100 4 Figure 72 Assigned Skillsets page Note The Skillset names shown in Figure 72 Assigned Skillsets page are intended as examples only Your copy of Nortel Reporting for Contact Center displays the Skillset names you have set up in the Contact Center using CallPilot Manager Note The Skillset names are obtained automatically from the Contact Center Your copy of Nortel Reporting for Contact Center must be connected to the Contact Center for a few moments in order for the Skillset names to 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
3. Reporting for Contact Center Setup and Operations Guide 80 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 68 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 67 User Admin page If you removed a User that User name no longer appears in the list of configured Users Reset Password Use the Reset Password option when a User has changed their password and forgotten what the password is This option allows you to reset the User password to 0000 When the User next logs on they use the password 0000 and they must then select a new password Select the User name from the list of configured users and click Reset Password You are prompted to confirm that you wish to reset the 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 67 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
4. Nortel Reporting for Contact Center Windows Internet Explorer go http localhost rec2 5 wallboard_pages wallboard_alarms _list asp skillsets 0 1 2 3 w dr nNnortel Reporting for Contact Center NORTEL Main Logout Help Admin v 2 5 412 0 61 Assigned Alarms Your alarms appear below RealTime E s You do not have any alarms configured for this Skillset Add Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules RH Ben ll ll 1 Killer 100 e A Figure 115 Assigned Alarms page The Assigned Alarms list is empty initially To create an Alarm click Add The Add Alarm page shown in Figure 116 Add Alarm page appears NN40040 304 Using Reporting for Contact Center 129 Nortel Reporting for Contact Center Windows Internet Explorer mef EJ 7 http localhost rcc wallboard_pages add_alarm asp skillsets 0 1 E KE Pir File Edit Weu Favorites Tools Help B 3 gt gt EB me i Page Tools w 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 RealTime Wallboard Skillset System Agent Alarms Parameter name QL Wallboard Se
5. 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 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
6. Note This action can not be reversed RCC will no longer be able to report System Administration on any Contact Center data prior to the date selected and may no longer be available to download from the Contact Center d The maximum duration of data that may be purged at one time is 90 days Maintenance System Status A L ergegs Purge Contact Center Calls from database prior to Purge Database yyyylmmidd i 207m0 E Comper SC Purge Database sees Contact Center Calls in the database 2007 10 11 To 2008 05 02 Figure 77 Purge Database page Reporting for Contact Center Setup and Operations Guide 88 Administration The Purge Database page allows a user to permanently delete all data from the database prior to a selected date Note After the database has been purged Reporting for Contact Center cannot report on data prior to the date selected Moreover the purged data may not be available to download from the Contact Center Note The maximum duration of data that may be purged at a time is 90 days To aid the user the Purge Database page displays the beginning and end dates for which Contact Center calls are present in the database To purge data from the Reporting for Contact Center database perform the following 1 Click the calender icon next to the date field A pop up calender will be displayed 2 Select a date that you would like to permanently delete Contact Center call data prior to Not
7. Print Caller Service running C Run as Windows Service Figure 46 RCC Print Caller Service window NN40040 304 Installation 59 2 Click Stop to stop the PCS running 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 47 RCC Print Caller Service window PCS stopped 2 RCC Print Caller Service Status Print Caller Service stopped successfully C Run as Windows Service Figure 47 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 48 Print Caller Service warning balloon A RCC Print Caller Service x RCC Print Caller service is stopped and can no longer print reports Click here to start BCC print caller services Figure 48 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 49 Print Caller Service menu Start function Start Print Caller 5 Run as Windows Service Exit Figure 49 Print Caller Service menu Start function Reporting for Contact Center Set
8. Reporting for Contact Center Setup and Operations Guide BCM Contact Center Document Number NN40040 304 Document Status Standard Document Version 01 01 Date August 2008 N RTEL Copyright 2008 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 Kola FRCS sc race re ac rene a mone temewone ene woue tunewauetemewenctomeweue teaewaneteaaiweseadss 6 Listof TAOS eege Eeer ees 9 How to Use this Gudde 11 aligove Blo ol EREET AE EEA reer creer tre E 11 How this Quide iS organzed aeons eai EEA EA ETE AEEA 11 FIOW 10 Gebel DEE 12 Getting Help from the Nortel Web Site ecccececeeeeseeeeeeeeeeeeeeeeaeeeeeeeeceaeeesaaeeseaeeseeeesaeeeeaeeneeees
9. 90 98 102 103 105 107 110 113 115 149 158 166 181 182 185 Contact Center Connection 13 67 68 69 72 113 Contact Center Reporting Server 55 56 69 Control key Ctrl 65 83 93 151 179 181 Control Panel 17 20 21 24 26 29 33 37 63 64 D Daily Schedules 145 146 147 148 149 150 151 153 154 155 156 Danish 13 Direct Call 100 184 185 Dutch 13 E Edit Parameters 121 122 Edit User 79 Edit Wallboard 120 121 Element Manager 38 F Favorites 14 65 93 97 111 139 151 152 160 167 178 French 13 G German 13 H Help Request by Supervisor report 173 I IBM 15 Incoming Call by Skillset report 177 Indirect Call 184 Installation 11 17 20 22 23 24 30 36 37 38 51 52 53 54 55 56 57 187 InstallShield 17 18 20 40 42 45 46 47 48 49 51 Instant Messages 115 116 138 139 140 Intel 15 Internet Explorer 13 15 16 17 18 19 24 38 65 93 Internet Information Services 16 20 21 22 23 24 25 26 28 29 30 31 32 33 34 35 36 54 55 71 Introduction 11 13 17 171 IP Address 38 55 56 65 69 93 118 ip View Softboard 36 113 114 118 186 187 Italian 13 NN40040 304 Index 189 J Java Runtime Environment 13 18 55 85 97 L Language Support 13 Latin American Spanish 13 License Agreement 43 48 49 Log on 93 Logging Menu 86 87 88 Login 38 42 61 65 66 93 127 136
10. 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 RCC Print Caller Services settings changed message DOX cescssssscessseeseceseeecesecseesecneeseceaeeeceaeceseeeaeeateaeeneeaee 61 Print Caller Service menu for Windows service eceeecesesccsseeeeesecseesccueesecsseeecuecsaeenessecseesecnerseenseesesaecateaeeneaes 62 RCC Print Caller Service mode change to background application message DOX eceseeesesseeeeeseceeeeeeeeeeens 62 RCC Print Caller Service window Windows service mode sceeecseseceseeeeesecseeecsecaeesecnerseesaeeeeeaecateaeeneeaes 63 RCC Print Caller Service window PCS stopped as a Windows service 63 Print Caller Service shut down warning message eceeeceseeseesecseeeceeeccsseeecesecasecesaecseesecneceaecatesecnesatenaesneeas 64 Login Pages esst Eege a oes deride nei ailion sale oa tata oni EE EAR 66 EE Ee 67 Contact Center OT rh 68 Download Contact Center Data Options cccesesesscseesecsseeecesecaeesesecseesecsecsccnacencsaecasssecseesecneeeesaseneeaecaeeseeners 70 Download Status te E 70 AdmunistratiOnsMenu Dag e EES Ee 72 System Administration Menu page ss sccis0i ovecsssusesehes sapespeas
11. Goo w di Nortel Reporting for Contact Center e veer page O Tools 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 jadmin System Administration Please enter old password System Admin Settings PI t oy E eer Ai ease enter new password Skillset Assignmen Please confirm new password System Confiquration p J Cancel Contact Centre Connection Maintenance Company Details Reporting H E Local intranet 100 5 Figure 66 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 304 Administration 75 To change the password provide the new password in the Please enter new password field and confirm the password by entering the same password in the Please confirm new password field After you make the necessary changes click Submit The System Administration Menu page shown in Figure 65 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
12. Real Time From Date From Time To Date To Time Ala yyyy mnvdd 24 Hour Format yyyy mmv dd 24 Hour Format Agent rms 2006 10 30 amp ooo 2006 10 30 Si 22 Wallboard Setup Report Names DT Open Reports Explained Help Index Agent Activity by Agent Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Time Bins Setup 4 Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 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 a a ele a E Do a tect intranict 100 7 Figure 127 Reports and Schedules page Daily Schedules Select Daily Schedules to view the Your Daily Schedules page shown in Figure 128 Your Daily Schedules page Initially the page does not display any schedules NN40040 304 Using Reporting for Contact Center 147 Nortel Reporting for Contact Center Windows Internet Explorer Oo x g9 Ne Je http flocalhost rcc2 5 schedule_pages daily_schedules asp delete 37 z Zr x A3 B we dr Nortel Reporting for Contact Center a v gt Page Tools Si 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
13. Windows Internet Explorer DER E GY http 30 30 30 11 rec schedule_pages add_weekly_schedule asp 4 X de Pr i 4 E Ei Nortel Reporting for Contact Center E Fa lt me v i Page Tools v 2 5 424 0 61 Add Weekly Schedule Schedule Name Please select the day on which you wish to have your Real Time WeeklyCalls weekly scheduled reports printed s Reports SE Agent Alarms C Agent Activity by Agent Select printer D CT Agent Audit by Agent No printers available Wallboard Setup O ae a a Report period start time Agent Capacity by Skillset mp wl o E Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 23 59 x Answered Calls by Skillset Print time Answered CLID DNIS 07 00 Call Average by Skillset Submit Cancel Stoen Submit 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 Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data OOOUOOOOOOUSODRAAO Figure 138 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 re
14. 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 71 Skillset Assignment page appears Reporting for Contact Center Setup and Operations Guide 84 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 74 Maintenance Menu page Nortel Reporting for Contact Center Windows Internet Explorer Go F je http localhost rec2 5 admin_pages maintenance_index asp z 4 X Google w amp nNnortel Reporting For Contact Center E veer Page O Tools be NORTEL Main Logout Help Admin v 2 5 412 0 61 Maintenance Menu Please select an option from the maintenance menu on the left hand side to S continue Contact Centre Connection System Administration Maintenance System Status Logging Company Details Reporting CCC CMe ioe gt Figure 74 Maintenance Menu page The Maintenance Menu provides the following options System Status Logging Purge Database System Status Select System Status to view the System Status page shown in Figure 75 System Status page This page provides a va
15. m IS Management Service World Wide Web Services SW Microsoft NET Framework 3 0 Si IK Microsoft Message Queue MSMQ Server AE Figure 13 IIS 7 install selection in Windows Features dialog box 4 Click OK to install the IIS 7 0 Management Console 5 Ifa Microsoft Windows message box prompts the user to restart their PC to apply the change made as shown in Figure 14 Window restart PC message box close any other applications that are open and click OK to restart the PC Microsoft Windows You must restart your computer to apply these changes Before restarting save any open files and close all programs Figure 14 Window restart PC message box NN40040 304 Installation 33 Settings required for Windows Vista and Windows Server 2008 with IIS 7 0 In order to install Reporting for Contact Center on a Windows Vista or a Windows Server 2008 operating system some Windows Internet Information Services IIS features have to be turned on Perform the following steps to enable Windows features using IIS 7 0 that are required for a Reporting for Contact Center installation 1 Click on the Start menu and select Program Files gt Control Panel 2 Double click on Programs and Features 3 From the left panel click on the Turn Windows features on or off option See Figure 15 Windows features option in Programs and Features window Tasks View installed updates Get ne
16. 1 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 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 4 Follow the InstallShield Wizard instructions to uninstall the program NN40040 304 Installation 21 Installing Microsoft Internet Information Services on Windows XP Professional 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 F Add or Remove Programs 5 x Ka IS Da Currently installed programs Show updates Sort by Frequency of Use x Change or pele WD Adobe Acrobat Reader 6 0 2 Update Programs Click here For support information 5 64MB amp To change this program or remove it from your computer click Change or Remove Remove Add New ne A C
17. 75 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 86 Administration Logging Select Logging to view the Logging Menu page shown in Figure 76 Logging Menu page Nortel Reporting for Contact Center Windows Internet Explorer DAR 6 vu e E http 30 30 30 51 rec admin_pages logging asp w EY e Nortel Reporting For Contact Center Logout v 2 5 455 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 int
18. 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 RH bo fp Loca intranet 100 7 Figure 128 Your Daily Schedules page Follow the steps in this section to add a Daily Schedule 1 Click Add The Add Daily Schedules page shown in Figure 129 Add Daily Schedule page appears Reporting for Contact Center Setup and Operations Guide 148 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Go X le http 30 30 30 11 rcc schedule_pages add_daily_schedule asp x tr x f a we dr Nortel Reporting for Contact Center En ge Page Gf 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 J 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 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 M 00 M A
19. E Eet eet deeg T T 134 Instant Messages EE 138 TIME BINS2 SOUP EE 141 Answer TIM BINS eng tee stent ege ete Egeter Eeer EE 141 Abandon TMe BINS tiee ea e E LAE EEEER 141 Eeler AE AEE E E L a ee E EE E A L ger 145 REI EE 146 skillset List Selection Methods 4 c s0 cssaceeysdeetsresesheeivteeedleuveeien dagheleniedsnevidiee cb raahe iaaii 151 Adding Selections to the Favorites lei 151 Saving your Daily Gchedule AA 153 Weekly Schedules eiiiai nearer eceen site agutiey cncesasditcdetngoccazelne dey sen ncasbadann ENEE Ed eer 156 Weekly Schedules Skillsets AAA 159 Saving Your Weekly Schedule cccecceeceeeeeeeeeeeeeeeeeseaeeecaaeeeeaeeseeeeecaeeesaaeeseeeeseeeeessaeeeeneeee 160 Monthly Schedules EE 163 Monthly Schedule SkillS ts AA 167 Saving your Monthly Schedule ssesseseeenesirssiresirssirssrrsstrsstisstrnssrnssrnnsnnsstnnstnastnnsnnnstnnnnnnnn nnne 168 NN40040 304 Table of Contents 5 SET Uu evs ceiecciewciecciiweieeetewenewiiewsiewitewenewstiwetiinnsvinadseniinaisniiendseiindsninndsninnnisennnaenin 171 Repons JOE sieges Aas oa edits eisen SSES EE eege dee ak ad eege ech lat casket le 171 EE E 171 Reports Explained ariarian dace A etal eT awl odie deed end EE 171 Using the Reports 20 eer ete dee i ane ae T a een Ageia dite avin 171 Generating TeportS eege 4 iceland ohne Al cerned ene EE 173 View a r port OM CT noensinne an a aana a Eai Aa iA N 174 Send a report directly to the printer c
20. Goo Ww dr Nortel Reporting for Contact Center a ba L Page d e Tools ZS NORTEL Main Logout Help v 2 5 412 0 61 Main Menu Welcome Mary RealTime a 3 4 3 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 H WJ Local intranet 100 E Figure 84 User Main Menu page The page shown in Figure 84 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 Reporting 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 96 Using Reporting for Contact Center Real Time From the User Main Menu page shown in Figure 84 User Main Menu page select Real Time to view the Real Time pag
21. Launcher Launch Yerification Utility Status Creating Table helptest hm Figure 38 RCC Database Installer Utility Reporting for Contact Center Setup and Operations Guide 54 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 due to its large size Note For Windows Vista SP1 and Windows Server 2008 SP1 operating systems if an error occurs in the Configure Report Server step the IIS settings may be preventing the Reporting folder from being created Refer to the Reporting for Contact Center Troubleshooting and Maintenance Guide NN40040 400 on how to troubleshoot this issue 28 When the RCC DBI has completed it will launch the Install Verification Utility IVU refer to Install Verification Utility on page 54 and also the Print Caller Service PCS refer to Print Caller Service on page 56 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 39 RCC Install Verification Utility Lo Install erification Utility IYU TIE Repo mt Sery ice Po Se s 1 BCM of Checking Verifying CCRDB and ACCReports databases CCRDB Co
22. Longest Waiting Time 99 104 M Maintenance 20 54 71 72 84 187 Microprocessor 15 Microsoft 14 16 18 20 21 26 29 30 32 36 42 44 45 46 55 57 71 Microsoft SQL Server 14 18 45 Minimum PC Requirements 15 Monitoring 107 185 Monthly Schedules 145 163 164 165 166 167 168 169 170 Mouse 16 Multimedia Call 102 112 184 N Network Name 55 118 Nortel Call Center Reporting 17 187 Nortel Multimedia Contact Center 107 184 Nortel Networks Call Center Reporting 17 Nortel Reporting for Contact Center 11 13 14 15 16 17 18 20 22 26 33 36 37 38 39 40 41 42 45 48 50 51 52 54 55 57 65 66 67 69 70 71 73 74 75 76 77 78 82 84 85 86 88 89 90 91 93 95 101 109 110 111 113 114 115 118 119 131 141 143 145 152 171 181 183 186 187 North American English 13 Norwegian 13 Not Available 101 108 184 Not Ready 101 108 112 113 115 119 126 130 132 185 O On Contact Center Calls 101 On Internal Calls 102 On Non Contact Center Calls 102 On Outgoing Calls 102 Operating System 16 Overflow 98 103 184 P Parameters 121 122 131 Password 55 66 67 79 80 93 94 186 Port Number 36 55 69 85 118 Primary Alert 98 103 Print Schedules 57 61 64 95 145 156 163 Printer 174 Purge Utility 84 87 88 89 R Real Time screens 13 14 15 17 36 55 56 69 70 75 80 86 91 95 96 97 9
23. Not Ready Pleae Agent Alarms return to Available zl Cancel Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules WJ Local intranet 100 4 Figure 113 Add Message page example text In the example User Mary Smith entered the following message in the Add Message text field There are AN Agents Not Ready please return to available The parameter abbreviation AN represents Agents Not Ready When this message is displayed on a wallboard the current numerical value of AN is inserted in the message instead of the AN symbol If 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 114 Assigned Messages list example messages appears NN40040 304 Using Reporting for Contact Center 127 To leave the Add Messages page without saving any changes click Cancel The Assigned Messages page shown in Figure 114 Assigned Messages list example messages appears Nortel Reporting for Contact Center Windows Internet Explorer K http localhost rec2 5 wallboard_pages wallboard_messages_list asp skillsets 0 1 2 3 w dr nNnortel Reporting for Contact Center CR gt BY h ps G
24. Reporting for Contact Center Windows Internet Explorer Bisi x Oo Je http localhostjrce2 Sfwallboard_pages walboard_index asp z 44 x ccoa e P CR gt BY Gb EY aoe Grok w EX Nortel Reporting for Contact Center NORTEL Logout Help Admin Wallboard Menu Please select an option from the left hand side v 2 5 412 0 61 Main RealTime Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules E BF ill 100 Figure 105 Wallboard Menu page The Wallboard Setup options are as follows Wallboard Assignment Messages Alarms Schedules Instant Messages NN40040 304 Using Reporting for Contact Center 117 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 106 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 es gt JE http Hlocalhost rcc2 5 wallboard_pages wallboard_list asp skillsets 0 1 2 3 CR gt BY ah ps ek w dr e Nortel
25. The time now is 16 56 Your reports will print from this time plus the Print Delay time View Cancel print jobs Y Local intranet Qio Figure 148 Reports and Schedules page NN40040 304 Reports Explained 173 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 Next to the From Date and To Date fields click the calendar icon and specify a date See Figure 149 Selecting a date range A maximum date range of one year can be selected Use the arrows buttons su
26. Toos Help Admin v 2 5 412 0 61 Messages Your messages appear below RealTime Agent Alarms There are AN Agents Not Ready Pleae return to z Del Available Edit Delete Wallboard Setup Morning Shift Logout Afternoon shift Login Edit Delete Wallboard Assignment Messages Alarms Add Schedules Instant Messages Time Bins Setup Reports and Schedules a WJ Local intranet R10 4 Figure 114 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 Reporting for Contact Center Setup and Operations Guide 128 Using Reporting for Contact Center 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 115 Assigned Alarms page O x b 5 x Google ps A A e d h paoe G Toos
27. Windows Feature dialog box For a Windows Server 2008 operating system click Next in the Select Role Services page of the Add Role Services dialog box The Confirm Installation Selections page will be displayed Click Install The Windows features and tools will be installed IIS 7 0 will now allow Reporting for Contact Center to be installed on the Windows Vista or the Windows Server 2008 operating system Port Numbers used by Nortel Reporting for Contact Center The list below gives all the port numbers used by Nortel Reporting for Contact Center on the Web Host PC Port 80 this is the standard port used by the Web Server the Web Host PC for Internet Information Services Port 8088 used for the Reporting Server in the Business Communications Manager Port 3500 used by ipView SoftBoard to listen for incoming data and to echo to other wallboards For more information on the ip View SoftBoard refer to ip View 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 W
28. 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 61 Contact Center Connection page Nortel Reporting for Contact Center Windows Internet Explorer go SE Je http flocalhost rcc2 5 admin_pages security_settings asp sl 44 X Google CH ei Ww ae nNnortel Reporting for Contact Center Ze EA ee Page 7 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 D System Administration Port bes CHE EE CCRS Password Beer Confirm CCRS Password ay Company Details Make historical data requests every is Minutes gt Select an IP Address uP Address Not Selected D Reporting Wallboard and Real Time Refresh Interval fi x Second s Download Contact Center Data All Data Only Data starting from 2006 10 20 Lancet Contact Centre Connection Maintenance E E Local intranet 100 4 Figure 61 Contact Center Connection page NN40040 304 Administration 69 Perform the following steps to configure the Contact Center Connecti
29. boxes NN40040 304 Installation 35 o ASP o ASP Net o ISAPI Extensions o ISAPI Filters For a Vista operating system Internet Information Services gt World Wide Web Services gt Common Http Features and for a Windows Server 2008 operating system Web Server gt Common HTTP Features Select the following check boxes o Default Document o Directory Browsing o HTTP Errors o HTTP Redirection o Static Content For a Vista operating system Internet Information Services gt World Wide Web Services gt Security and for a Windows Server 2008 operating system Web Server gt Security Select the following check boxes o Request Filtering o Windows Authentication urn Windows features on or off To turn a feature on select its check box To turn a feature off clear its check box A filled box means that only part of the feature is turned on a Vli Games E Indexing Service IW A Internet Information Services 1 FTP Publishing Service E Web Management Tools ii IS 6 Management Compatibility J IS6 Management Console dii 0S6 Scripting Tools di IS6 WMI Compatibility d A IS Metabase and IS 6 configuration compatibility A IS Management Console m Figure 17 Turn Windows features on or off dialog box Reporting for Contact Center Setup and Operations Guide 36 Installation 5 Fora Vista operating system click OK on the
30. changes RCC Print Caller will need to restart your system at later stage Are you sure to change the run mode of RCC Print Caller Service Figure 51 RCC Print Caller Service mode change message box Click Yes to proceed with the mode change NN40040 304 Installation 61 3 The Set Service Login dialog box will appear as shown in Figure 52 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 a 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 en Figure 52 Set Service Login dialog box 4 Click OK to install RCC Print Caller Services Windows service and to 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 53 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 53 RCC Print Caller Services settings changed message box Click OK After
31. 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 statistical database and the Nortel Reporting for Contact Center user interface which is configured as a Web site Users of other network PCs can use Internet Explorer to access the Nortel Reporting for Contact Center Web site on the Web Host PC From the Web site Users can access the software features and can obtain Real Time displays and Reports Upgrading to Reporting for Contact Center This section describes the installation of Nortel Reporting for Contact Center from Nortel Networks Call Center Reporting on a Web Host PC If you are upgrading from Call Center Reporting 2 5 3 0 or 3 5 refer to the Upgrading from Call Center Reporting to Reporting for Contact Center 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
32. is the minimum 3 Click Print to send the report to the selected printer The Print Status page will open as shown in Figure 150 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 177 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 176 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer A fx http 30 30 30 152 rcc report_pages report_print asp 727dd41 1 9c57 b6f9 920e 0c86db4c 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 LE internet Figure 150 Print Status page 4 If you click on the Close bu
33. 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 67 User Admin page Nortel Reporting for Contact Center Windows Internet Explorer go SA je http localhost rcc2 5 admin_pages user _list asp delete 2 D Zi coogle w i Nortel Reporting for Contact Center ep A meer Page O Tools a 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 User Admin Skillset Assignment System Configuration Maintenance Company Details Reporting K Local intranet Figure 67 User Admin page Reporting for Contact Center Setup and Operations Guide 76 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 68 Add User page appears Nortel Reporting for Contact Center Windows Internet Explorer el x Go 2 J
34. 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 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 182 Agent reports 182 Activity Code by Skillset 182 Activity Code by Agents and 182 Activity Code by Pegs From the User Main Menu page shown in Figure 84 User Main Menu page select Reports and Schedule to view the Report s page shown in Figure 127 Reports and Schedules page As shown in Figure 127 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 146 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer GO Nd Je http flocalhost rcc2 5 report_pages report_index asp z EI x Ki EX Nortel Reporting for Contact Center Fa kd d me 2 gt Page SS SA SN Help Admin v 2 5 412 0 61 Reports and Schedules Please select the report you wish to view from the list below
35. refer to page 114 NN40040 304 Using Reporting for Contact Center 141 Time Bins Setup The Time Bins option allows you to specify the settings for the Answer and Abandon Time Bins for the Skillsets that are assigned to you Answer and Abandon Time Bins are collectively known as the Time Bins Answer Time Bins The Answered Time Bins are a series of six time steps used in the statistical analysis of Answered Calls Nortel Reporting for Contact Center provides statistical reports on the 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 i
36. scan Gi a tease Age eis Piedad Gace Seed 73 System Admin Settings peiiini anaiai iaoi iaasa aed we alee neve 74 User AAMIN iain teenie ait eel E Ee 75 Ee EE 80 MaINtO MAN CO ares ceccuces cauctece fade A lagenvet AA E EAA E E Ea ESAE 84 ET 84 LOQ QING BET 86 IN Tt CR 87 Company Detail Geen i Sik Bites ee A ee ae ee A ae 90 FROPOMMING DEET 91 Using Reporting for Contact Center ccccccseseeesseeeeeeeeeeeseseeeeneeeeeeeeeeeeeeeeeneeees 93 Beete ue En WEE 93 SE UE Tu 96 Using the Real Time Options eee eeeeaaeeeeeeeeeeeeeeeaeeseaaeseeeeeesaeeeeaaeseeeeeseaeess 96 Real Time Call Summary ccccccecceeneceeeeeceeeeeeaaeceeneeecaaeeesaaeseeaeeceaeeesaaeeseaaeseeeeeseaeeeseaeeeneees 97 Real Time Agent Summary ccecceeececeeececeeeeeeeneeceaeeecaaeeeeaaeseeeeeseaeeeseaaeseeeeeseeeesiaeeseaeeseaes 100 Real Time Call Details fn eani ESA deed 102 Real Time Agent Detail ue Sivageeeeeschtee devie ee E a TEN nis 104 Agent later ate Ee ee edel ed Nii a 110 VE Here RE EE 113 Message Formals EE 113 Parameter Messages ccceecccceecesecceeeeeeceeeenseceeeeeeeeceeeesaaeeesaaaaeeesaseaeeesneaaeeeseeedeeeteeeeeeetenees 113 Scrolling MCSSAGES tvesseuh EE 114 SuUMMary MESSAGES EE 115 Using the Wallboard Options ccccecccceceeeceseeeeeeeeceeeeceaeeeeeaeeseaeeecaaeeeeaaeseeeeeseaeeesaeeeseneeseeeeaes 116 Wallboard Assignment ciaeo iiia Mhiiri tii ENEE AEA NEE gi 117 Messages EEN 123 TEE 128 SCNECUICS EE AEAEE EAE
37. that has occurred since the last Report Data update is included in the reports When you click Get Latest Contact Center Data the window shown in Figure 154 Get Latest Contact Center Data countdown appears This window 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 NORTEL E Get Latest Contact Center Data 7 Figure 154 Get Latest Contact Center Data countdown Reporting for Contact Center Setup and Operations Guide 182 Reports Explained To reset the timer click Get Latest Contact Center Data again while the window is open By having the data request timer reset in the same window prevents the User from making multiple repeated and rapid data requests from the Contact Center NN40040 304 Glossary 183 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
38. 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 54 Print Caller Service menu for Windows service Reporting for Contact Center Setup and Operations Guide 62 Installation Open Run as background application Exit Figure 54 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 55 RCC Print Caller Service mode change to background application message box RCC Print Caller Service 5 You are about to change RCC Print Caller to run from Windows service mode to background application mode re you sure to change the run mode of RCC Print Caller Service Figure 55 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 perfo
39. 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 83 Change Password page appears Reporting for Contact Center Setup and Operations Guide 94 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer 0 x J9 4 Je http flocalhost rcc2 5 main change_login asp Ki X cooale Dis we di Nortel Reporting for Contact Center Der deb b Page Gp Tools v 2 5 412 0 61 Change Password Please input a new password below New password l Confirm password Submit l D es V Local intranet 4 100 E Figure 83 Change Password page In the New password field enter a new password The password can be from 1 to 10 characters including upper and lowercase letters and digits It can be anything other than 0000 4 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 84 User Main Menu page appears NN40040 304 Using Reporting for Contact Center 95 Nortel Reporting for Contact Center Windows Internet Explorer Go Je http flocalhost rcc2 5 main main_index asp sl 4
40. 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 4 Click Submit to save your settings Reporting for Contact Center Setup and Operations Guide 144 Using Reporting for Contact Center To close the Time Bins page without saving your changes click Cancel The Time Bin Setup page shown in Figure 125 Time Bin Setup Skillset selection page appears NN40040 304 Using Reporting for Contact Center 145 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
41. 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 ees Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Multi Monitoring oo o0 02 a lo oin ol Figure 97 Monitoring state Reporting for Contact Center Setup and Operations Guide 108 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 98 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 oo 03 a ln un ol Figure 98 Not Available state Not Ready An agent who is in the Not Ready state is represented by dark grey See Figure 99 Not Ready state The wording Not Ready is d
42. their own settings however apart from resetting their own password If the Wallboard check box was selected when their own account was created they can assign and work with Wallboards User Administrators have access only to the Skillsets that were assigned to them by the System Administrator You should designate a User as an Administrator only if the designation is required so that the User can specify and change fundamental configuration settings within Nortel Reporting for Contact Center System Administrator This is the default Administrator account that is created when Nortel Reporting for Contact Center is installed This User has full access to the system and to all configuration options They can create edit and delete Users and they can assign Skillsets to Users They can also reset User passwords including the System Administrator s password Note that they are the only user who can do this The System Administrator has access to any Skillset Reporting for Contact Center Setup and Operations Guide 78 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 69 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 wallboar
43. to install Reporting for Contact Center on your computer This may take a few moments Reading contents of package e Installshield Cancel Figure 19 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 20 RCC Compatibility Check dialog box with an exception of a Windows 2000 operating system where the minimum memory or Random Access Memory and processor speed are not verified RCC Compatibility Check Checking system configuration Please wait Figure 20 RCC Compatibility Check dialog box 9 Ifthe Web Host PC is compatible with Nortel Reporting for Contact Center a RCC backup dialog box will be displayed as shown in Figure 21 RCC Compatibility Check creating backup files NN40040 304 Installation 41 10 11 12 RCC Compatibility Check Creating backup files Please wait Figure 21 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 Minimum PC Specification 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 22 R
44. within each of the periods specified in the Abandoned Time Bins A seventh period is also used in the reports which gathers information on all calls which abandoned after the period specified by the sixth Abandoned Time Bin A Nortel Reporting for Contact Center User who has been awarded Administration rights These Users can configure core elements of Nortel Reporting for Contact Center that 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 an
45. 08 30 gt 5 Si Edit Delete Add E Done EE PPP M Locaintranet 100 Z Figure 118 Assigned Alarms page with an alarm configured Reporting for Contact Center Setup and Operations Guide 134 Using Reporting for Contact Center Schedules Schedules allow you to automatically send a message to the wallboards of a Skillset or the System at a pre defined time on a specified day or range of days Select the Wallboard Setup Schedule option to view the Assigned Schedules page shown in Figure 119 Assigned Schedules page Nortel Reporting for Contact Center Windows Internet Explorer ligii http localhost rec2 5 wallboard_pages wallboard_schedules_list asp skillsets 0 1 2 3 p zil D er w EN nNnortel Reporting for Contact Center ei R ee Page Tools e Main Logout Help Admin v 2 5 412 0 61 Assigned Schedules Your wallboard schedules appear below Real Time 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 a EES See ea ee Figure 119 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 120 Add Schedule page appears NN40040 304 U
46. 12 Getting Help over the phone from a Nortel Solutions Center 12 Getting Help through a Nortel distributor or reseller ecccceeeeeseeeeeeeeeeaeeeeeeeseeeeeteaeeeeaeeeeaees 12 Intr d CtON Ieee eae ieee Bs Beer neh ane Be a ea re iiaia 13 Web Based User liiteraGes ii feccivecess cadidecs ea iiadecsuvaceadeceladestavacdscestuac cet vastexeeadaeds catduadeasasacveteawualsetwiads 13 Bleu 13 en af e e Elle RRE 14 ASSIGN OG SKINSEtS EE 14 SQL Historical Databaee senese sttest tt rettttttesttt tnnt tt tnnt EA ASEE EA ESAE EAANEE EEEN SEEEESSEEEEAS EEEE En EEEE EEEE 14 System SOMWANC a Sne a a E E A a A 15 FC RegurementS are aa EE 15 Minimum PC Specification cccccccecsceceeecececeeeeeeeceeeeeceaeeseaaeeeeeeeseeeeecaaeeesaaesseeeeseaeeesaeeeeaeeeneees 15 Operating System Compatibility 2 0 0 ceccceccceeeeeeeeeeee cee eeeaaeeeeeeeseaaeeesaaeseeeeeseaeeesaeeeeaaeeeeaees 16 DEEE ON E E ET 17 lui getel Lett E 17 Upgrading to Reporting for Contact Center ecccccceeeeeseeeeeeeeceeeeeeaeeeceeeeceaeeseaaeseceeescaeeesaeeeeneeees 17 Uninstalling Reporting for Contact Center 17 Upgrading a Previous Version of Reporting for Contact Center 18 Deleting Temporary Internet Files 0 ccceccececeeeeeeeeeceeeeeeeaeeeeaaeseeeeeecaaeseeaaeseeeeeseaeeesaeeneaeeessaeeess 18 Installation PrerequiSites cceceeececeseeeceeeeeeeeeeeeeeeneeseseaeeeeseaanseeeaaeeeesaaaesesdeaaeeeeeeeaeeeeseeeeeseeeeeeeees 20 Installing Micro
47. 25 126 127 Add User 76 78 79 80 113 Add Wallboard 117 118 119 121 Administration Menu 71 72 73 75 80 91 Administrator 11 13 14 36 38 42 65 67 68 69 72 73 74 76 77 78 91 93 95 113 115 119 138 142 183 186 Agent 75 95 100 101 104 105 106 107 108 109 110 111 112 118 145 153 161 168 173 177 178 179 180 183 184 185 Agent Activity by Agent report 145 153 161 168 178 Agent Alarms 95 109 110 111 112 Agent Audit by Agent report 145 153 161 168 178 Agent Average by Agent report 145 153 161 168 178 Agent Capacity by Skillset report 177 Agent Detail 104 109 185 Agent Profile by Agent report 145 153 161 168 178 Alarm Messages 114 Alarm Periods 130 131 133 Alarm Thresholds 115 Answer Time Bins 141 Answered Call 109 115 141 150 159 166 177 183 Answered Calls by Skillset report 150 159 166 177 Answered CLID DNIS report 177 Assigned Skillsets 14 81 82 83 Available 101 105 108 112 113 183 184 B Brazilian Portuguese 13 Break Time 101 105 183 Business Communications Manager 13 36 38 55 56 69 85 Buzzer 119 C Call Average by Skillset report 159 166 177 Call Detail 100 102 Call Profile report 177 Call Routing 184 CallPilot 13 55 69 82 11 Canadian French 13 Company Details 72 90 91 Contact Center 13 15 17 20 36 37 38 55 67 68 69 70 71 72 75 82 85 88
48. 33 Assigned Schedules page sirine inspan Ea E ier E TE T EEE E a a a E KA EE EE RE E 134 Add Schedule page spierien sapr a o EEE E e AEE EER eE EE EE EEEE EEE EERE EEEE EEES 135 Assigned Schedules page with schedule added 136 Edit Sch d l page eege eiee aenar nise EEEE E EA EET EE EEE E EEE EA E E E ATE 137 Instant Messages page eet neniarn e E e E EE EE e e TEE E EEES EEEa pE ESEE 138 Composing an Instant Message 139 Time Bin Setup Skillset selection page 142 Time AE 143 Reports and Schedules page ssccsccseiiseis neon vn ch EE aoe E aes 146 Your Daily e EE 147 Add Daily Sched l pagene irasi Kai he bie ain AEN 148 Add Daily Schedule page example settings ccesssesscsesssceseeeceecseeeccsseceesecseesecseesecsaseeesaecaeesecsesarenaesneeas 149 Daily Schedule Skillsets page 01 150 Save Favorites EE 152 Your Daily Schedules with a Schedule in the List 153 Edit Daily Schedules page ts cccieeet il sieste ia de EELER dE 155 Your Weekly Schedules page si sescsnte sean wi bakin Walia eae ihe acd whee ares 156 Add Weekly Schedule page ssscsceire ts sevens avian enable Wain dee 157 Calendar for October Etage EE 158 Add Weekly Schedule page example schedule eee ec eceeccesscesecesecsseceecaeecseesaeeeeeeseeesesseeesecaeenaecsaeenes 159 Weekly Schedules Skallsets eet 160 Your Weekly Schedule page with a Print Schedule in the fat 161 Edit Weekly Schedule page eege ie Mee 162 Your Monthly Schedules pager enine peeso re
49. 4 you would use AN gt 4 NN40040 304 Using Reporting for Contact Center 131 5 In the Threshold field enter a numerical threshold against which the parameter value is compared Nortel Reporting for Contact Center automatically understands whether the figure you supply represents Agents for parameters such as AN and AO Calls for parameters such as ID and OD Seconds for parameters such as QT Percentages for parameters such as SD 6 In the Message list select the message that is sent when the alarm is triggered Note A Static Alarm does not have an alarm message In the case of a Static Alarm the parameter value is displayed in flashing red on the wallboard For this type of Alarm to be effective the parameter must be one of the parameters you chose to have displayed on your wallboard see Parameters button on page 121 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 Pe
50. 9 100 101 102 104 105 106 109 110 183 184 185 Report Viewer 13 45 46 Reset Password 79 80 Ringing 101 108 185 S Scheduled Messages 115 Scrolling Messages 113 114 Secondary Alert 98 100 103 185 Service Level 99 100 104 113 116 130 185 Skillset Assignment 73 77 80 81 83 Skillset selection 14 97 111 118 138 141 142 144 160 167 178 Spanish 13 Statistical Data 14 16 Summary Messages 113 115 Supervisor 107 173 185 Supervisor Monitor 185 SVGA 15 Swedish 13 System Admin Settings 73 74 System Administration Menu 73 75 80 System Status 84 85 T TCP IP 15 37 38 185 186 Time Bins 95 141 142 143 144 183 185 Time Bins Setup 95 141 Title 119 186 Troubleshooting 20 54 71 187 U Unanswered Help Request by Agent report 173 United Kingdom English 13 Unread Skillset Messages 99 Upgrading 17 18 187 URL 65 93 User 11 13 14 15 17 31 42 43 70 73 74 75 76 77 78 79 80 81 82 83 91 93 94 95 96 99 110 111 113 114 115 116 117 119 126 127 131 136 138 139 141 142 145 149 158 160 166 167 171 182 183 186 User Admin 73 74 75 77 78 79 80 NV Voice PSTN Call 102 106 184 185 Reporting for Contact Center Setup and Operations Guide 190 Index W Wallboard 36 70 77 95 113 115 116 117 118 119 120 121 122 123 128 129 134 135 138 186 187 Wallbo
51. 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 34 Setup Status dialog box appears NN40040 304 Installation 51 Reporting for Contact Center Setup Status Reporting for Contact Center is configuring your new software installation C 4 Nortel Reporting for Contact Center DBMS SGLEXPR EXE InstallShield Cancel Figure 34 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 35 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 35 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 Java on the target hard drive 25 When installation is complete the InstallShield Wizard Complete dialog box shown in Figure 36 Installation Complete dialog box appears Reporting for Contact Center Setup and Operations Guide 52 Installation Reporting for Contact Center InstallShield Wizard Complete The InstallShield Wizard has successfully installed Reporting for Contact Center Before you can use the program
52. CC Compatibility Check insufficient memory error message Reporting for Contact Center xi X 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 22 RCC Compatibility Check insufficient memory error message 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 If the 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 Reporting for Contact Center download page go back to step 1 The Choose Setup Language dialog box will be displayed as shown in Figure 23 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 42 Installation Choose Setup Language x ES Select the language for this installation fro
53. End User License Agreement dialog box 43 Figure 26 MDAC installation dialog bon 44 Figure 27 Microsoft Data Access Components system restart dialog bon 45 Figure 28 InstallShield RCC requirements for SQL Server and Report Viewer dialog box 46 Figure 29 InstallShield RCC requirements dialog box 47 Figure 30 Figure 31 Figure 32 Figure 33 Figure 34 Figure 35 Figure 36 Figure 37 Figure 38 InstallShield Wizard RCC Welcome dialog bon 48 License Apreement dialog boR vacsie iei eoero e Abs tease Saha ai bani aca 49 Exit Setup Warning message DOX niinen eet ei ee dE EE donload 49 Choose Destination Location dialog bOX s ssesessesesssesessestesessesestteretssesestettetstsseststetentserstttntstssesesteerstsessesrerretse 50 Setup Status dialog Dee EE EE EE 51 Java installation dialog BOX ss e he a cee ES hee Si ee fe heeds eae hese wie ale 51 Installation Complete dialog BOX sn coen neron e eo E ETEEN E EAEE EOE E EEE EEA E EEEE 52 RCG Monitorsplash ser en 22 s t 53 RCC Database Installer Ulty en hee ee e EE ENEE 53 Fig re 39 RCC Install Verification UY kasie eepto een aae ergeet ea EEES soped sap Ea eege e ASEA Epa NEEE Eees 54 Figure 40 BCM Connection Data dialog box 55 Figure 41 RCC Install Verification Utility verifying BCM connection eesesseseesesesrsesreersresesertsrerretssstererstssesesterreeserseseeee 56 Figure 42 Save BCM connection settings message box 56 Figure 43 RCC Install Verif
54. Help ay Q Back Q x E A 4 Search Se Favorites 4 B e w a Address ei http localhost localstart asp e EI 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 lisstart asp exists To add documents to your default Web site save files in c inetpub wwwroot Welcome to IIS 5 1 Be Integrated Management Internet Information Services IIS 5 1 for Microsoft Windows XP Professional brings the power of Web computing to Windows With IIS you can easily share files and printers or you can create applications to securely publish information on the Web to improve the way your organization shares information IIS is a secure platform for building and deploying e commerce solutions and mission critical applications to the Web You can manage IIS through the Windows XP Computer Management console or by using scripting Using the console you can also share the contents of your sites and servers that are managed with Internet Information Services to other people via the Web Accessing the IIS snap in from the console you can configure the mas
55. IS 7 0 Management Console on Windows Vista SP1 perform the following steps NN40040 304 Installation 31 1 Click on the Windows Start button to display the Start menu 2 In the desktop search enter optionalfeatures exe as shown in Figure 12 Vista desktop search entry and press Enter Programs optionalfeatures exe developer Documents Pictures Music Games Recent Items Computer Network Connect To Control Panel Default Programs P Search Everywhere P Search the Internet Help and Support 3 Se optionalfeatures exe x CO 5 v Figure 12 Vista desktop search entry If the User Account Control dialog box opens to confirm this action click Continue The Windows Features dialog box will load up 3 In the Windows Features dialog box expand the nodes Internet Information Services gt Web Management Tools Select IIS Management Console as shown in Figure 13 IIS 7 install selection in Windows Features dialog box Reporting for Contact Center Setup and Operations Guide 32 Installation CH Windows Features Turn Windows features on or off To turn a feature on select its check box To turn a feature off clear its check box A filled box means that only part of the feature is turned on a ii Games a E Indexing Service E 5 BL Internet Information Services m FIP Publishing Service 5 il Web Management Tools Bi 1S6 Management Compatibility mdi EE IS Management Scripts and Tools
56. Reporting for Contact Center 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 i rf h Kltocdtraet 100 7 Figure 106 Wallboard Assignment page You can delete wallboards or edit their settings In the example shown above in Figure 106 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 107 Add Wallboard page appears Reporting for Contact Center Setup and Operations Guide 118 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer y E http flocalhost rcc2 5 wallboard_pages add_wallboard asp skillsets 0 1 2 3 EY w d i Nortel Reporting for Contact Center Ze de ipag O Toos NORTEL Main Logout Help Admin v 2 5 412 0 61 Add Wallboard Please input the values for the wallboar
57. Reporting for Contact Center Setup and Operations Guide 130 Using Reporting for Contact Center message but they are separate and distinct alarms and they operate independently with no interaction 3 In the Period Start Time list specify the start time for the period of the day in which the Alarm is operational For more information refer to Alarm Periods Note Alarm Periods allow you to specify different Thresholds Comparisons and Messages for different periods of the day for a single Alarm An Alarm period is in operation after its start time has passed and before the start time of the next period has been reached You can specify different Alarm conditions for a single Alarm for up to six Alarm Periods throughout a single day To define an Alarm Period specify the start time for 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
58. SKILLZ Connection Status Figure 87 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 85 Real Time page NN40040 304 Using Reporting for Contact Center 101 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 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 be
59. 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 74 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 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 66 System Administrator details page Nortel Reporting for Contact Center Windows Internet Explorer S Je http localhost rcc2 5 admin_pages system_manager_settings asp gt Ze X
60. Tei Go to Web Server IIS Messages None System Services 4 Running 2 Stopped Events None in the last 24 hours Role Services 23 installed E Add Role Services ee Web Server Installed Common HTTP Features Installed Static Content Installed Default Document Installed Directory Browsing Installed HTTP Errors Installed HTTP Redirection Installed Application Development Installed ASP NET Installed MET Extensibility Installed Qa Last Refresh 24 04 2008 09 42 29 Configure refresh DeO O 0 0 0 0 0 0 0 Figure 16 Server Manager window In the Server Manager main window under Role Services click Add Role Services The Add Roles Services dialog box will open to add the required Windows features and tools 4 Expand the following e Fora Vista operating system Internet Information Services gt Web Management Tools gt IIS 6 Management Compatibility and for a Windows Server 2008 operating system Management Tools gt IIS 6 Management Compatibility Select the following check boxes as shown in Figure 17 Turn Windows features on or off dialog box o IIS 6 Management Console o IIS 6 Scripting Tools o IS 6 WMI Compatibility o IS Metabase and HS 6 configuration compatibility e Fora Vista operating system Internet Information Services gt World Wide Web Services gt Application Development Features and for a Windows Server 2008 operating system Web Server gt Application Development Select the following check
61. 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 site ena
62. Wizard 5 Select the Remove option and click Next 6 Follow the on screen instructions of InstallShield Wizard to complete the un installation 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 a
63. a total for both types of call NN40040 304 Using Reporting for Contact Center 103 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 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
64. age Please input your new wallboard message below Insert XX to display a Rotine o parameter in the message Agent Alarms EI Submit _Cancet Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules H CE T TI Kitenge O Ro 7 Figure 112 Add Message page Type your message text in the blank field Note that if you include a parameter abbreviation in round brackets and in the text of the message the appropriate numerical value of that Contact Center statistic replaces the parameter abbreviation when the message is displayed See the list of available parameters on page 119 and the discussion of parameter abbreviations being replaced with numerical values on page 114 Figure 113 Add Message page example text shows an Add Message page with a message example Reporting for Contact Center Setup and Operations Guide 126 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 wallboard_pages add_message asp skillsets 0 1 2 3 Gay D I hee Gi Tools w dr Mortel 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 RealTime There are AN Agents
65. ages Select the Wallboard Setup Messages option to view the Assigned Messages page shown in Figure 111 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 111 Assigned Messages page Reporting for Contact Center Setup and Operations Guide 124 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer ll x A http localhost rcc2 5S wallboard_pages wallboard_messages_list asp skillsets 0 1 2 3 b Ei x Ecoe e w d r nNnortel Reporting for Contact Center ay e X is Page X I Tools 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 Figure 111 Assigned Messages page Click Add to view the Add Messages page shown in Figure 112 Add Message page NN40040 304 Using Reporting for Contact Center 125 Nortel Reporting for Contact Center Windows Internet Explorer ey Y http localhost rcec2 S wallboard_pages add_message asp skillsets 0 1 2 3 we i Nortel Reporting for Contact Center a me b page Toos NORTEL Main Logout Help Admin v 2 5 412 0 61 Add Mess
66. allboard Setup option is unavailable on the User Main Menu page See Figure 84 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 ip View 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 68 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 curren
67. allows you to specify which six or three if you specified that the wallboard is going to have a title as described on page 119 parameters are displayed on the wallboard The list of available parameters is shown on page 119 Select the parameters from the lists on the page Note If the wallboard for which you are specifying parameters is a hardware wallboard some parameters appear only in positions 3 and 6 The lists for positions 1 2 4 and 5 do not show those parameters because the parameters that are restricted to positions 3 and 6 are capable of displaying up to 4 digits Positions 3 and 6 on the hardware wallboard are larger than positions 1 2 4 and 5 Any parameter can occupy any position on a software wallboard When you have selected your parameters click Submit The Wallboard Setup page appears See Figure 105 Wallboard Menu page NN40040 304 Using Reporting for Contact Center 123 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 105 Wallboard Menu page Messages The Messages option allows you to create and store messages that can be used as Alarm or Scheduled mess
68. 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 65 System Administration Menu page The Skillset Assignment page shown in Figure 71 Skillset Assignment page appears NN40040 304 Administration 81 Nortel Reporting for Contact Center Windows Internet Explorer _ 5 x g9 x je http localhost rec2 5 admin_pages skillset_assignment asp z hes x Google we dr Nortel Reporting for Contact Center a dh i Page Gi Tools z Help Admin 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 E vest System Admin Settings User Admin Skillset Assignment System Configuration Maintenance Company Details Reporting RH bo fp Loca intranet 100 7 Figure 71 Skillset Assignment page The Skillset Assignment page lists each configured User In Figure 71 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 72 Assigned Skillsets page Reporting for Contact Center Setup and Operations Guide 82 Administration
69. any Details Postcode Country E apena seg TI Submit Cancel Contact Centre Connection Maintenance http localhost rec2 Sfadmin _pages company_details asp Figure 81 Company Details page Completing this page is not a requirement for the correct operation of Nortel Reporting for Contact Center The page provides a means of recording where the software is installed After the company details are entered click Submit to save the details The company details will be available in the System Configuration report and the company name will be displayed on all report headers From the Company Details page the user will be returned back to the Administration Menu page Reporting Click Reporting to view the Main Menu page shown in Figure 82 Main Menu page This is the page all regular Users that is non Administrative Users view when they log on This option allows an Administrator to use the Nortel Reporting for Contact Center as though they were a User to view Real Time screens and to access the Historical Reports For more information refer to Using Reporting for Contact Center Reporting for Contact Center Setup and Operations Guide 92 Administration 5 x Nortel Reporting for Contact Center Windows Internet Explorer GO GE Je http flocalhost rcc2 5 main main_index asp gt EN x ecce P EI D C e O Took Ki d Nortel Reporting for Contact Cent
70. arameter 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 ip View SoftBoard otherwise the full message can not display the full message if it is a long string of characters without any spaces Scrolling messages are displayed on the wallboards under the following three circumstances A Contact Center statistic has entered an Alarm state generating an Alarm message A predefined time has arrived generating a scheduled message A User has generated and dispatched a message Instant manual message Nortel Reporting for Contact Center can be configured to provide an audible alert for any of these scrolling messages A scrolling message can be up to 64 characters in length and can contain parameter 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 NN40040 304 Using Reporting for Contact Center 115 A profile of six different Alarm Threshol
71. ard Assignment 77 116 117 Web Host 13 15 17 18 20 23 25 36 37 40 41 52 55 61 62 65 68 69 71 85 88 93 145 149 158 165 171 175 Web Host PC 13 15 17 18 20 23 25 36 37 40 41 52 55 61 62 65 68 69 71 85 88 93 145 149 158 165 171 175 Web page 76 78 184 Weekly Schedules 145 156 157 158 159 160 161 162 163 Windows 16 17 18 21 22 23 24 26 28 29 30 31 32 33 34 35 36 37 38 40 41 54 55 57 60 61 62 63 64 87 Windows 2000 16 37 38 40 Windows 95 106 108 110 117 118 121 134 157 Windows Networking Component 37 Windows Server 2003 16 26 29 Windows Server 2003 Enterprise 16 Windows Server 2008 16 29 33 34 35 36 54 Windows Vista 16 30 31 33 34 35 36 54 57 Windows XP 16 21 37 38 87 With All Calls Held 102 X XML 84 NN40040 304
72. as 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 page 110 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 Alarms to update any Agent Alarms that had been set through Reporting for Contact Center after the Agent Detail Real Time screen had been opened Reporting for Contact Center Setup and Operations Guide 110 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 84 User Main Menu page select Agent Alarm
73. ases a E E EEEE REEE R EE E TEES 73 System Administrator details Dages gie Eege EE ES AEE EE Ee EEE EE AE REE TEE ES 74 User Admin E 75 Add USER EE 76 Details fornew User Mary Smithy ee sinen ederi iii SiE E AiE e eR EEVEE A a eet 78 Edit User D ge seet 79 Skills t Assignment EE 81 Assigned Skillsets pafen nroa ensinei ria ea iin cise iio nada eevee ates ates 82 Skillsets Assigned to User Mary Smith ce ccssesssesecsessecsessecsseeeessccseesecsessccsaeecesaecaessecaeesesnaeeecsaseeesaesaeeaeenees 83 Maintenance Menu EE 84 System Status E 85 Logging Menu pases icigacveeiinccciediahiveiiie inh aati dase A EA EEE E AE a E EE E VATA T 86 Purse Database pagere eer EE AAEE AERO 87 Purge database data confirmation box 88 Purging data e le searre neen eraa Eia akie Ea EEN AE aaa EEEa Eaa Ee AIEEE tevereateedepuaeetes 89 New database date after database purge oo eee ecseescsseseceseeeeesecseesecneesecsseeecsuecasesecsessecneceecsaeceeaecatesesnerseenaeeess 90 C mpany Details pilean eee oeei a eE E eee Er steele ie cl ite neil adele 91 Man Menu page srmo e n e iol iio eee el E ee Ee 92 Change Password pageone e euroo aeeie EEEE EEEE NEE EE OE SEEE E NEEE EEE ESEE E E EEEE EEEE 94 User Mam Men pager uie iii A E EE ieee elise en Sie E E EA NEES 95 Real Time pase einne eeben Ee 96 Call Summary R al Time screen a E it cis aii eee i EECHER 97 Agent Summary Real Time Sereen en itore ge er EEE AE E EEEE E EEEE EES erence ee 100 Real Time Cal
74. assign all the Skillsets you wish to assign to this User In the example shown in Figure 73 Skillsets Assigned to User Mary Smith the User Mary Smith is assigned two Skillsets SKILL1 and SKILL3 NN40040 304 Administration 83 Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 admin_pages assign_skillsets asp userID 8 Ww Ww dr Nortel Reporting for Contact Center a N7 me se i Page d e Tools ZS 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 i l l V Local intranet 100 E Figure 73 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
75. ate range 3 Use the From Time and To Time fields to specify the time range for the report Click each field and enter the time in the 24 hour format For example enter 08 00 for 8 00 a m and 14 00 for 2 00 p m 4 To view your reports on screen refer to View a report on screen on page 174 To send the reports directly to a printer refer to Send a report directly to the printer on page 174 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 148 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 304 Reports Explained 175 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
76. ation Menu Welcome Contact Centre Connection g s S Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting PT TTT ranae Ro gt A Figure 64 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 68 The following sections describe the System Administration Maintenance Company Details and Reporting options NN40040 304 Administration 73 System Administration Select System Administration to view the System Administration Menu page shown in Figure 65 System Administration Menu page Nortel Reporting for Contact Center Windows Internet Explorer ey Y Je http flocalhost rcc2 5fadmin_pages security_index asp 44 X Google e gt we i Nortel Reporting for Contact Center D gt Bl gt ey pb Page v 7 Tools Main Logout 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 65
77. bles 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 304 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 Time wind
78. by Agent Agent Capacity by Skillset Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 23 59 x Answered Calls by Skillset Print time pis Answered CLID DNIS 07 00 w REESEN beid 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 Report period start time mj o0 Time Bins Setup Reports and Schedules o OOOOOO0O000 Ia Ka Internet Figure 136 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 158 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 create
79. cause 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 are in Break Time following clear down of an Incoming Contact Center Call Reporting for Contact Center Setup and Operations Guide 102 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 Ou
80. ccceececeeeeeeeeeeeeeaeeeeeeeceeeeeeaaeeseaeeseeeeesaeeesaaesteneeseeaeeess 174 Cancel reports to be porinted nt 177 Selecting SkillSets mnsan Weir ls a ela Ba aaau 177 Selecting Agents neiniau ae eee a ee Wa hae ee 178 Selecting Activity Codes tic succulent ii EENS Mie ai aa edENENEEE NEEN 180 Get Latest Contact Center Data tem 181 Glossary E 183 References eeegueseeeeu ege eeeu euch eege ERC eeeNEReENgN ERC eReNEReENgNERCEgNeEeCNh EES SES 187 Late l gt goen 188 Reporting for Contact Center Setup and Operations Guide 6 List of Figures List of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Figure 18 Internet Properties dialog BOX cesseseeivecesseceau gereegelt deeg 19 Delete Files dialog EE 19 Sdt REMOVE Pro SPAMS ses tes enk EES Eege EEGEN dee 21 Windows Components Wizard sechste eegen SEENEN Ment tomer ree ES de Eege 22 Windows Components Wizard Installation cee seseseessesececseesecseesecseesecsaeeeeaecaeesecseesecsaecessecnaseeeeaecaseaesneeeeens 23 Windows Components Wizard Installation Completed 0 cceeeseesceseeceeseeseeeeeseceeesecneesecsseeecsaecaeesecaeeseeneeeeeaees 24 Internet Information Services test Dag 25 Configure Your Serv r Wizard ege ege Eer DEER ee 27 Configure Your Server Wizard Application Server Options c escseescse
81. ce EI Internet Explorer 0 0 MB 13 5 MB 23 Management and Monitoring Tools 2 0 MB SP Messane Queuing NMR xl S Internet Information Services IIS Description Includes Web and FTP support along with support for FrontPage transactions Active Server Pages and database connections Total disk space required 22 1 MB Detail Space available on disk 26583 5 MB Deas 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 304 Installation 23 Windows Components Wizard x Configuring Components Setup is making the configuration changes you requested Lk 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 Informat
82. cess 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 28 InstallShield RCC requirements for SQL Server and Report Viewer dialog box Reporting for Contact Center Setup and Operations Guide 46 Installation InstallShield Wizard i 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 28 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 29 InstallShield RCC requirements dialog box NN40040 304 Installation 47 InstallShield Wizard 44 E Installing Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer Figure 29 InstallShi
83. ch as lt lt Year to change the year and month of the calendar Reporting for Contact Center Setup and Operations Guide 174 Reports Explained Nortel Reporting for Contact Center Windows Internet Explorer JS id je http localhost rcc2 5 report_pages report_index asp Ki K r E dr dr Mortel Reporting for Contact Center ay z y E Si is Page se Tools wa 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 mnvdd 24 Hour Format Agent Al agg 2006 10 30 Jm 2006 10 30 fas Select a Date Oct 2006 z lt Year lt Mon Mon gt Year gt gt aaen Soe Report Names BB All Reports Open Reports Explair Sun I Agent Activity by Agent I Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent z Tue S Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data Ich loo ISIgIEIIg i leE B R e elelee Abandoned Calls by Skillset Abandoned CLID DNIS Answered Calls by Skillset Answered CLID DNIS TER TER TRA IIE Call Average by Skillset Latatatatata Leister I Call Profile H Select a Date rf P L PT i tocat intranet Rio 7 Figure 149 Selecting a d
84. cted Status Copying files Please insert the Compact Disc labeled Service Pack 2 CD ROM into your CD ROM drive E 1 and then click OK A Lem si Cancel You can also click OK if you want files to be copied from an alternate location such as a floppy disk or a network server Figure 10 Windows Components Wizard Insert the Windows Server 2003 operating system s disk and click OK After IS is installed and configured click on Finish in the Server Configuration Wizard Installing Microsoft Internet Information Services on Windows Server 2008 To install Microsoft Internet Information Services IIS 7 0 Management Console on Windows Server 2008 perform the following steps 1 2 Click on the Start menu and select Program Files gt Control Panel Double click on Programs and Features From the left pane click on the Turn Windows features on or off option See Figure 15 Windows features option in Programs and Features window In the Server Manager window from the left hand pane select Roles In the main window under Roles Summary click Add Roles as shown in Figure 16 Server Manager window The Add Roles Wizard dialog box will open displaying the Before You Begin page Click Next The Select Server Roles page will be displayed Reporting for Contact Center Setup and Operations Guide 30 Installation 7 Select the Web Server IIS check box as shown in Figure 11 Add Roles W
85. ctivity 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 00 v Report period end time 23 59 0 c c c c a c a ca a c a a a c c ca Figure 129 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 304 Using Reporting for Contact Center 149 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 th
86. ctly like the Add Wallboard page shown in Figure 107 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 105 Wallboard Menu page To leave the Add Wallboard page without saving any changes click Cancel The Wallboard Setup page appears See Figure 105 Wallboard Menu page Click Parameters to view the Edit Parameters page shown in Figure 110 Edit Parameters page Reporting for Contact Center Setup and Operations Guide 122 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer X http localhost rec2 5 wallboard_pages wallboard_parameters asp skillsets 0 1 2 3 amp sWallboardID 38type 084itle 0 we w dr e Nortel Reporting for Contact Center Ch A h hee Gi Tools 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 plot ZJeslap z P3 DR Agent Alarms p4 QT z Ps SH z Pe AH D 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 H Figure 110 Edit Parameters page WJ Local intranet 100 4 The Edit Parameters page
87. d For more information on RCC logs refer to Logging on page 86 Reporting for Contact Center Setup and Operations Guide 58 Installation 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 44 Print Caller Service information balloon indicating that PCS has successfully started up and is serving print requests i RCC Print Caller Service x RCC Print Caller service is running to serve print requests Figure 44 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 45 Print Caller Service menu Open Stop Print Caller Services Run as Windows Service Exit Figure 45 Print Caller Service 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 45 Print Caller Service menu You can also click the Print Caller Service information balloon as shown in Figure 44 Print Caller Service information balloon The RCC Print Caller Service window will open as shown in Figure 46 RCC Print Caller Service window 2 RCC Print Caller Service Status
88. d Post Call Completion Break Time 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 184 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 alles 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 ti
89. d below RealTime IP Network Name l Agent Alarms Port 3500 Wallboard Skillset System DI EE gt Language United Kingdom English D Wallboard Assignment Messages Type Software Hardware C Alarms Title r Schedules Instant Messages Instant Messages Title Text ees Time Bins Setup Buzzer E Summary O Reports and Schedules Cancel Figure 107 Add Wallboard page 2 In the IP Network Name field enter the IP Address or Network Name If the wallboard is an ip View SoftBoard enter the IP Address or the Network Name of the PC on which the SoftBoard will be running The value in the Port is usually left at the default value of 3500 This value might be changed for an ipView SoftBoard if an Agent wishes to have several copies of ip View SoftBoard running on the same PC to for example display different Skillset statistics to a multi Skillset Agent Each copy of ip View SoftBoard would be installed on the Agent s PC with a different Port number In that case the corresponding wallboard entry in Nortel Reporting for Contact Center must be configured with the appropriate port number 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 NN40040 304 Us
90. d on pages 182 Agent Reports 182 Activity Code by Skillset 182 Activity Code by Agents and 182 Activity Code by Pegs Nortel Reporting for Contact Center Windows Internet Explorer Go Je http flocalhost rcc2 5 schedule_pages weekly_schedules asp 41 Google Ri EN Nortel Reporting for Contact Center Zo veer Page 7 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 RealTime Agent Alarms o Name Skillset Created Print TEETE WeekiyCalls 20 oct2006 08 30 V Deactivate Sol Delete Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 3 Local intranet Figure 140 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 162 Using Reporting for Contact Center Activa
91. dded to them Deleting Temporary Internet Files To prevent Internet Explorer from caching old versions of the Nortel Reporting for Contact Center Web pages delete the temporary Internet files on your computer Follow these steps to delete temporary Internet files 1 Click Start then right click the Internet Explorer icon and select Internet Properties See Figure 1 Internet Properties dialog box NN40040 304 Installation 19 Internet Properties General Security Privacy Content Connections Programs Advanced L Home page A You can change which page to use for your home page Address http www google com a a 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 e ec 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
92. ds can be set across a day for a single Alarm For example a 24 hour Contact Center that has 25 Agents active during the day might have an Alarm Message set to be triggered if 6 Agents are Not Ready concurrently At Night however the Contact Center has a staff of 4 Agents and they want to have the same Alarm Message triggered when only 2 Agents make themselves Not Ready Alarm messages scroll at least twice on the wallboards If the alarm is still valid when the message has scrolled at least twice the normal numerical display is shown for 5 seconds before the alarm message is re scrolled If several alarms are triggered at once they are scrolled to the wallboard as follows 1 Assume three alarms are triggered concurrently The first alarm message is scrolled at least twice and then the normal numerical display is shown for 5 seconds The second alarm message is then scrolled at least twice and the 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 If itis not valid then the third alarm is checked to see whether it is valid In this way all alarms are rotated and displayed with a
93. ds for her assigned Skillsets she is not a full Administrator Nortel Reporting for Contact Center Windows Internet Explorer go Se Je http flocalhost rcc2 5 admin_pages add_users asp D 41 X Google we d i Nortel Reporting for Contact Center ei veer Page 7 Tools ESS 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 Meng Geer Ainii gt RCC Username MaryS Skillset Assignment eege geet Language United Kingdom English D Assign Wallboards JM Maintenance Administrator O Submit Cancel Company Details Reporting 3 Local intranet Figure 69 Details for new User Mary Smith 6 Click Submit to save the details of the newly entered User 7 A dialog box asks whether you wish to add more Users If you choose to add more users click on the OK button otherwise click on Cancel If you had clicked on OK the Add User fields are cleared and you 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 67 User Admin page NN40040 304 Administration 79 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 t
94. dule page This Edit Schedule page is set up exactly like the Add Schedule page shown in Figure 120 Add Schedule page Click Submit to save your edits The Assigned Schedule page shown in Figure 121 Assigned Schedules page with schedule added appears Click Cancel to leave the Edit Schedules page without saving any edits The Assigned Schedule page shown in Figure 121 Assigned Schedules page with schedule added appears Reporting for Contact Center Setup and Operations Guide 138 Using Reporting for Contact Center 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 123 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 123 Instant Messages page Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 wallboard_pages wallboard_instant_message_setup asp skillsets 0 1 2 3 3 w dr nNnortel Reporting for Contact Center CR gt BY Gb ps me Logout Help Admin v 2 5 412 0 61 Instant Messages Please select a Skillset to send an
95. e Ensure that any Contact Center call data that will be purged is not required as this data will be permanently removed from the Web Host PC 3 Click Purge Database 4 A confirmation box is displayed An example confirmation box is shown in Figure 78 Purge database data confirmation box Windows Internet Explorer 9 Please note that by clicking OK RCC will no longer be able to report on any Contact Center data prior to 2007 10 13 Purge Contact Center Calls from database prior to 2007 10 13 j Cancel Figure 78 Purge database data confirmation box If you are sure you want to permanently delete call data prior to the selected date click OK otherwise click Cancel The Purge utility will begin removing the selected call data from the Reporting for Contact Center database as shown in Figure 79 Purging data countdown NN40040 304 Administration 89 Nortel Reporting for Contact Center Windows Internet Explorer DEAR Ge dr http 30 30 30 130 r25 admin_pages purge_database asp i Zell Google Pi ate we dr Porte Reporting for Contact Center En N me i Page Tools Logout Help v 2 5 449 0 61 Purge Database This section allows you to remove Contact Center Calls from the database c tc c that you no longer need to report on Note This action can not be reversed RCC will no longer be able to report System Administration on any Contact Center data p
96. e http flocalhost rcc2 5 fadmin_pages add_users asp sl 44 X Google Pr dr di nNnortel Reporting for Contact Center a N gt oF i Page z 7 Tools Se 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 Language United Kingdom English z Assign Wallboards Maintenance Administrator D Submit Cancel Contact Centre Connection Company Details Reporting E E Local intranet R10 7 Figure 68 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 Inthe RCC Username field enter the RCC Username which is the name the User will use to log on to Nortel Reporting for Contact Center 3 From the Language list specify the User language preference which dictates the language used to display the Nortel Reporting for Contact Center Web page 4 If the User is able to configure wallboards for their assigned Skillsets select the Assign Wallboards check box See Table 1 Administrator and User Permissions NN40040 304 Administration 77 5 Ifthe User is also an Administrator select the Administrator check box whether the User is a regular User or an Administrator
97. e shown in Figure 85 Real Time page Nortel Reporting for Contact Center Windows Internet Explorer ll Sl go X je http localhost rcc2 5 realtime_pages realtime_index asp DI Ze SS H code w dir 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 I Agent Summary I Call Summary a a I Agent Detail I Call Detail Wallboard Setup Favourites Time Bins Setup Reports and Schedules amp Java Runtime Installed v 1 5 0_07 applet RealtimeSubmit started EJ Local intranet Rim 7 Figure 85 Real Time page Using the Real Time Options To view the Real Time screens the minimum screen resolution should be at least 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 304 Using Reporting for Contact Center 97 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 151 For information about using Favorites see page 151 2 Click Submit to view your Real Time
98. e me ei Adobe Acrobat and Reader 6 0 3 Update rarely Adobe Download Manager 1 2 Remove Only rarely Ly Adobe Reader 6 0 1 rarely Add Remove Windows SU G ClarifyCRM Configurator 12i5R1 05 rarely CA eTrust Antivirus rarely f 5 ClarifyCRM12i5R1 05 Client for Oracle rarely Set Program DivX Codec rarely Access and z Defaults De Divx Player rarely EPSON CardMonitor rarely BBG EPSON PhotoStarter3 1 rarely Gi EPSON Print CD rarely Gei EPSON PRINT Image Framer Tool2 1 rarely Sh ESPR300 Reference Guide rarely Sy ESPR300 Software Guide rarely Bh FSPR300 Standalone Guide zarak 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 ou can add or remove components of Windows xP To add or remove a component click the checkbox A shaded box means that only part of the component will be installed To see what s included in a component click Details Components GP Indexing Servi
99. e reports are generated 5 To specify which printer generates the reports select a printer name from the Select printer list This list includes all the printers that are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC 6 The Report Period Start Time and Report Period End Time lists allow you to specify the period within each day for which the reports are generated For example if your Contact Center has a working day that starts at 08 30 and finishes at 17 30 you may wish to specify the Start Time as 08 00 to see if you have early calls that you are missing by not having the Contact Center open and 18 00 to see if a late surge of calls occurs Figure 130 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 6 ey le http 30 30 30 11 rcc schedule_pages add_daily_schedule asp 41 xX E EY e Nortel Reporting for Contact Center En e rh Pag Gp Tools gt v 2 5 424 0 61 RealTime Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Add Daily Schedule Schedule Name AnswAband Reports O JOO ION ANNO Get Latest Contact Center Data JO DO Agen
100. e user that the PCS has stopped running and that print schedules can no longer print reports See Figure 48 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 64 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 62 where step 3 will display the Start button to restart the PCS Or Option 2 e Restart 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 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 di
101. eb Host PC These patches and service packs are available free of charge by Microsoft Contact your network administrator for further advice You are now ready to install the Nortel Reporting for Contact Center software from the Contact Center platform See Installing Nortel Reporting for Contact Center software Installing Nortel Reporting for Contact Center software Note You must have Administrator rights for the installation to be successful If you do not have Administrator rights for the PC on which you wish to install Nortel Reporting for Contact Center the installation is halted and you are requested to log out and log back in with Administrator rights NN40040 304 Installation 37 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 betwe
102. econd Wallboard and Real Time Refresh Interval d Second s Download Contact Center Data All Data Only Data starting from 2004 03 01 S Cuhmit Cansa I Figure 62 Download Contact Center Data options 8 On first installation of Reporting for Contact Center the Download Contact Center Data options are given see Figure 62 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 63 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 63 Download Status window 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 304 Administration 71 Note After Reporting for Contact Center is installed it queries the Contact Center for any Contact Center data that the Contact Center has accu
103. ected that are used to generate your reports By selecting a Skillset and clicking the gt arrow box you will automatically highlight all agents who have logged into that Skillset by selecting Reporting for Contact Center Setup and Operations Guide 180 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 153 Select Activity Codes page appears Nortel Reporting for Contact Center Windows Internet Explorer Go e Je http flocalhost rcc2 5 report_pages activitycode_select asp z 44 X Google we di Nortel Reporting for Contact Center gt Bl gt By pb Page 7 Tools ZS Main Logout Help v 2 5 412 0 61 Select Activity Codes Please select Activity Codes to report on RealTime s Aen Code Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules SelectAll Submit Cancel Weekly Schedules Monthly Schedules Get Latest Contact Center Data RH WJ Local i
104. eld RCC requirements dialog box 18 After the RCC prerequisite software have been installed the InstallShield RCC Welcome dialog box appears as shown in Figure 30 InstallShield Wizard RCC Welcome dialog box Reporting for Contact Center Setup and Operations Guide 48 Installation InstallShield Wizard x Welcome to the InstallShield Wizard for Reporting for Contact Center The InstallShield Wizard will install Reporting for Contact Center on your computer To continue click Next lt Back Cancel Figure 30 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 31 License Agreement dialog box NN40040 304 Installation 49 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 8 Grant of Licence Grant of Licence from Nortel Corporation Nortel This document Agreement is the sl Do you accept all the terms of the preceding License Agreement If you select No the setup will close To install Reporting for Contact Cente
105. elp button above Agent Alarms Name Skillset Created Dien AnswAband 30 oct 2006 08 30 V Deactivate Edit Delete Wallboard Setup Time Bins Setup Add Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data H E3 Local intranet 100 4 Figure 133 Your Daily Schedules with a Schedule in the List Reporting for Contact Center Setup and Operations Guide 154 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 134 Edit Daily Schedules page appears NN40040 304 Using Reporting for Contact Center 155 Nortel Reporting fo
106. en the Contact Center and the Nortel Reporting for Contact Center Web Host PC The Windows Network component is required for the Nortel Reporting for Contact Center Web Host PC Refer to Checking Installation of the Windows Networking Component The Nortel Reporting for Contact Center installation process does not install the Windows Network component For instructions about installing the Windows Networking component refer to your network or Windows documentation Checking Installation of the Windows Networking Component 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 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 Re
107. ent Alarms C Agent Activity by Agent 00 sel D I v O Agent Audit by Agent Report period end time Wallboard Setup LPSeereereeboeesg 23 v 59 TT Agent Capacity by Skillset CT Agent Profile by Agent Print time Time Bins Se ee Abandoned Calls by Skillset 07 M4 00 v Abandoned CLID DNIS Submit Cancel eae ees Answered Calls by Skillset Daily Schedules Weekly Schedules C Answered CLID DNIS Monthly Schedules Call Average by Skillset Get Latest Contact Center Data CT Call Profile O Incoming Call by Skillset TT Summary O Activity Code by Agent TT Activity Code by Pegs O Activity Code by Skillset TT Help Request by Supervisor O System Configuration C Unanswered Help Request by Agent D inn Figure 144 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 iR5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day NN40040 304 Using Reporting for Contact Center 167 6 To save your Monthly Schedule click Submit The Monthly Schedules Skillsets page shown in Figure 145 Monthly Schedule Skillsets page appears To leave the Add Monthly Schedule page without saving any changes cl
108. er Main Menu Welcome System Manager From this screen you can navigate to the various areas of Reporting for Contact Center 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 Figure 82 Main Menu page NN40040 304 Using Reporting for Contact Center 93 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 1 Use Internet Explorer to go to the URL of your Nortel Reporting for Contact Center Web pages Login page The URL is http NameOfWebHostPC rcc Where NameOfWebHostPC is the network name or IP Address of the Web Host PC The Login page appears See Figure 59 Login page Note If you are using the browser on the Web Host PC you can replace NameOfWebHostPC with localhost Note You can add the Login page 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
109. 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 requirements for the PC designated as the Nortel Reporting for Contact Center Web Host PC are as follows Minimum PC Specification IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 1 7 GHz minimum Memor 512 MB minimum Network Interface Card TCP IP protoc
110. erflow 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 Abandoned Hour Day indicates the number of calls that were abandoned in the Skillsets in the current hour and in the current day NN40040 304 Using Reporting for Contact Center 99 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 waitin
111. esents a single Skillset The Skillsets that you see are the skillsets you selected on the Real Time page shown in Figure 85 Real Time page Reporting for Contact Center Setup and Operations Guide 98 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 forwarded to a skillset Primary Alert Primary indicates the number of currently waiting Calls that have waited in excess of the Contact Center Primary Alert Note that this is mutually exclusive with the Secondary Alert If any calls have waited in excess of the Primary Alert the background to this cell changes to yellow Secondary Alert Secondary Alert indicates the number of currently waiting Calls that have waited in excess of the Contact Center Secondary Alert Note that this is mutually exclusive with the Primary Alert If any calls have waited in excess of the Secondary Alert the background to this cell changes to red Overflow Ov
112. essceseceeeseceeesecneeecsaececeecsaeeeeeaesaeeeeens 28 Windows Components Wiz rd siicsccccic ncn pssisttune Eed EENS Ee 29 Add Roles Wizard dialog box eren seteegg eg e sees ise daca ee dnd aida anda easels 30 Vista desktop search entry es ch enger Eu tan ENEE EC 31 IIS 7 install selection in Windows Features dialog bon 32 Window restart PC message BOX rsin neern oa asthe a aa EE A EE EN E A eE EEES 32 Windows features option in Programs and Features Window ccssscsssccsseeeeesecseesecseeseceecsessccsaeeeeaecaseaeeneeats 33 Server Manager window s see ere eelE AE eebe Ee EE eege EEN 34 Turn Windows features on or Off dialog DOX ee eeessesecseeeecsseeecsseceeesecsecaeesecsessecnaeeesaecaeesaeseesaecaessesaeeseenaeseeegs 35 Download the Reporting for Contact Center Software cccsescseescsseeecescssesecssececesecsevsecnaeeecsaenaeeeceaecaseseeneeaes 39 Figure 19 InstallShield Initialization dialog bon 40 Figure 20 RCC Compatibility Check dialog box oo eeceeecssssccsseeeessecseesecneeecsaececsecseeseeeeesecaeesecneeseesecnesaeeeaseeeaecaeeaeenees 40 Figure 21 RCC Compatibility Check creating backup Dies 41 Figure 22 RCC Compatibility Check insufficient memory error message 41 Figure 23 Choose Setup Language dialog Dos 42 Figure 24 InstallShield Requirements dialog DOX ecececcsseessssecseeseceesecsseeeesecseesecseesecsaeceeaecseesecnecaessecnevseeeaeeeesaecaeeaeenees 42 Figure 25 MDAC 2 8
113. ettings for a Multi Alarm Period Alarm The Alarm is triggered when the parameter AN number of Agents Not Ready passes beyond the thresholds The Skillset applies to three shifts of Agents a morning shift the evening shift and the late shift which consists of a smaller number of Agents Because the Skillset has a different number of Agents Logged in during each shift an Alarm based on Agents Not ready must have different thresholds to allow for the different numbers of Agents Logged in at the various periods throughout the 24 hour cycle In the example shown in Figure 117 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 NN40040 304 Using Reporting for Contact Center 133 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
114. f 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 Guide 70 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 s
115. fy which reports you wish to include in the Schedule and when to print the scheduled reports You can also specify which period of the day the reports contain You must specify a name for your Schedule and the printer on which you wish to generate the reports Reporting for Contact Center Setup and Operations Guide 164 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer ll x Go o Je http localhost rcc2 5 schedule_pages monthly_schedules asp delete 29 D tr x gle we dr nNnortel Reporting for Contact Center a e Li Page Tools Se 2 Help Admin v 2 5 412 0 61 Real Time Agent Alarms Wallboard Setup Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data 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 Add E3 Local intranet Figure 142 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 143 Add Monthly Schedule Page appears NN40040 304 Using Reporting for Contact Center 165 http 30 30 30 11 frec schedule_pages add_monthly_schedule asp KE d e EI No
116. g 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 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 avera
117. ge for the skillsets it is calculated as a single figure Service Level for the System Reporting for Contact Center Setup and Operations Guide 100 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 183 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 ole ll Service Level Presented Abandoned gt Secondary x 100 Presented Real Time Agent Summary Figure 87 Agent Summary Real Time screen shows the Agent Summary Real Time screen Nortel Reporting for Contact Center Windows Internet Explorer ioj xj NORTEL 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 Skillset logged Supervising Available Ler Ringing Contact Break Coed t t Ready Available Centre Time Centre On On Non Calls Calls Grouping ERE ahs ease ae eee eee ee E O oo o E Dosku CA RR CHA CDA RSC CHA RIED CH A poof o EE ES ESCH ECKE ED REECH EE o of 0 3
118. gt Report SW SQL DB Java Net Ports Ils Service BCM o ee oo eo e 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 Getting BCM historical data Please Wait of a wf A gt Verification Success Click Here to launch RCC Refresh Figure 43 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 desktop 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 60 to allow Print Caller Service logs to be create
119. he 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 70 Edit User page appears Nortel Reporting for Contact Center Windows Internet Explorer SI Ill Go Je http localhost rcc2 5 admin_pages edit_users asp userID 8 WA 51 X coge w amp Motel Reporting For Contact Center Ze veer Page O Tools K 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 Admin RCC Username Manz amoan Language United Kingdom English System Configuration Assign Wallboards MV Maintenance Administrator O Cance Company Details Reporting Ei l V Local intranet 100 4 Figure 70 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
120. he 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 Skillse
121. ication Utility verification success 57 Figure 44 Print Caller Service information balloon 0 0 cece sesesecssesecneeseceseeeeesecseesccseesecsaececaecseesecseeseesaeeeesaecaeesesnererseaeeess 58 Figur 45 Print Caller Service Menis Sege de cea aces span tie See ett DEEG Eeer Seed eet gege Ed dE 58 Figure 46 RCC Print Caller Service Window scssscssssscsseeecesecseesecneescesseeesscessccecssecaeesecnevscesaeeecseeseesaeecesaecasesecneseeenaesees 58 Figure 47 RCC Print Caller Service window PCS stoppe 59 Figure 48 Print Caller Service warning balloon eescsssessesecseeseceesecsseeecsecseesessecaeesecseesecsaseeecnesseesaeeeesaecateaecnereeeaeeees 59 Figure 49 Print Caller Service menu Start function occ eeeecseeeecseeseceseeeessecaeesecnersecsecneesecsaeeeesaecseesecneeseseaeeeesaecateaeeners 59 Figure 50 RCC Print Caller Service window Windows service mode 60 Figure 51 RCC Print Caller Service mode change message bo 60 Fig re 52 Set Service Login dial BOX sa secessscaeese reei enre tdese opaeseh supine e ar ee desestlacssepidede sup tle Eai ess 61 NN40040 303 List of Figures 7 Figure 53 Figure 54 Figure 55 Figure 56 Figure 57 Figure 58 Figure 59 Figure 60 Figure 61 Figure 62 Figure 63 Figure 64 Figure 65 Figure 66 Figure 67 Figure 68 Figure 69 Figure 70 Figure 71 Figure 72 Figure 73 Figure 74 Figure 75 Figure 76 Figure 77 Figure 78 Figure 79 Figure 80
122. ick Cancel The Your Monthly Schedules page shown in Figure 142 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 fo Bl de ep Page v G Tools 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 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 H III e ranae Tam 7 Figure 145 Monthly Schedule Skillsets page e For information about using Skillset selection lists see page 151 e For information about using Favorites see page 151 In the example shown in Figure 145 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 168 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 Acti
123. ill be enabled NN40040 304 Administration 87 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 eh 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 Purge Database Select Purge Database to view the Purge Database page as shown in Figure 77 Purge Database page Nortel Reporting for Contact Center Windows Internet Explorer GO E mto s30 50 30 130 r25 adnin_pagesipurge_database asp ltcllsl 5009 Fie Edit View Favorites Tools Help Google Ce ze aog RS Sr E U Bookmarksy PaseRank e D 45 blocked ZS Check S4 Autolink Let Send tow QO setting Ve di PSniortel Reporting For Contact Center A Ao e i ae gt G Tools Main Logout Help Admn v 2 5 449 0 61 Purge Database This section allows you to remove Contact Center Calls from the database ci tairi tons that you no longer need to report on
124. illsets For your agent reports please 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 _SelectAll MWWWWWWWW WWW M 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 152 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 sel
125. ing Reporting for Contact Center 119 10 11 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 example User Mary Smith was assigned by the Administrator 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 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 Select Title if the wallboard is to be configured with a title A t
126. ing Skillset selection lists see page 151 e For information about using Favorites see page 151 In the example shown in Figure 139 Weekly Schedules 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 140 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 304 Using Reporting for Contact Center 161 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 135 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 describe
127. 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 SJ Local intranet 100 4 Figure 123 Instant Messages page From the Instant Messages page you can select the Skillsets to which you wish to dispatch the instant message The available Skillsets are those that your Administrator assigned to you e For more information about using Skillset selection lists see page 151 NN40040 304 Using Reporting for Contact Center 139 e For more information about using Favorites see page 151 In the example shown in Figure 123 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 124 Composing an Instant Message Nortel Reporting for Contact Center Windows Internet Explorer Gay has Ww EN nNnortel Reporting for Contact Center Ee ee page Tock 2 http flocalhost rcc2 5 wallboard_pages instant_message asp skillsets 0 1 2 3 Main Logout Help Admin v 2 5 412 0 61 Instant Messages Please select a message from your existing messages or type a new RealTime message if required Exis
128. ion Services component You may be prompted for additional installation files typically from a CD If you are prompted for additional files insert the Windows operating system installation disk that was used to install the Windows operating system of the Web Host PC and click OK If you do not use the same disk you cannot complete the installation 6 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 304 Installation 25 Welcome to Windows XP Server Internet Services Microsoft Internet Explorer wy iol xi File Edit View Favorites Tools
129. isplayed in the Status column Non Contact Answered Contact ay Status Duration Centre Calls Outgoing Calls Centre Calls in Hour Day Hour Day Hour Day Figure 99 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 100 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 100 Outgoing Call state Ringing These are agents who currently have a call ringing at their handset Purple represents the agent s Ringing state as shown in Figure 101 Ringing state The word Ringing is displayed in the Status column Non Contact Answered Contact ID Agent ee Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Multi Ringing oxoo o3 o ilo oalo ol Figure 101 Ringing state NN40040 304 Using Reporting for Contact Center 109 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 h
130. itle 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 If you selected Title in the previous step enter the title in the Title Text field Select Buzzer if you want the wallboard to emit a short buzzing sound when a Summary Message or a Scrolling message is sent to it If Buzzer is selected you will also hear a buzzing sound when a parameter goes into alarm even if no Alarm Message is associated with the alarm a static alarm 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 To save the changes click Submit The Wallboard Setup page appears see Figure 108 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 Reporting for Contact Center Setup and Operations Guide 120 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer ll x go http localhost rcc2 5S wallboard_pages wallboard_list asp skillsets 0 1 2 3 ha Ei x Lie P w he norte Reporting for C
131. izard dialog box Add Roles Wizard xj ic Select Server Roles Before You Begin Select one or more roles to install on this server Server Roles Roles Description Web Server IIS Active Directory Certificate Services Web Server IIS provides a reliable manageable and scalable Web Role Services Active Directory Domain Services application infrastructure a _ Active Directory Federation Services Confirmation C Active Directory Lightweight Directory Services Progress C Active Directory Rights Management Services GE C Application Server _ DHCP Server _ DNS Server 1 Fax Server C File Services C Hyper v C Network Policy and Access Services C Print Services C Terminal Services C UDDI Services G C Windows Deployment Services More about server roles Figure 11 Add Roles Wizard dialog box 8 Click Next to go to the Web Server IIS page 9 Click Next again which will display the Select Role Services page 10 Click Next to display the Confirm Installation Selections page 11 From here click Install to install IIS 12 After installation of IIS is complete the Installation Results page is displayed Click Close to close the Add Roles Wizard dialog box You may be asked to reboot the system If so save any unsaved data before clicking on Restart Installing Microsoft Internet Information Services on Windows Vista SP1 To install Microsoft Internet Information Services I
132. l Detail Screen ii e neor re PE EE EAEE EEE EENS RE 102 Agent Detail Real Ke EE 104 VANATI EEI DIAS e T A AE SE SR E he ee et eta 105 Break Time state eege ged DEE Ed a EE EENEG eTEN ETC 105 All Calls TONG RE 105 Incoming PSTN State EE 106 Micon e Noms RE 106 Titer Conn Stfg been EE eege GENEE Ee eege deeg ett ek Eed die E 106 Multimedia state mea tie ohesdes vaya sepvopsseky EE ege Ed Ee Ed dee Edge begleede eR 107 MO iiitorin 8 State sca evs gros axcesdee bitte eege EE Dee vip Ed ee eege atin dE Aren 107 Not Available EE 108 NOUR GACY State ONERE NEEE EE EE Eege ed ES DEE SEENEN ENER ales 108 Outgoing Call States aoeeoe aese dote dire copes eyes ed EE space tyes AEEA EN EES PIESE EEEE sS 108 LEE 108 A Sent Alarms MENU Page eege dee de ee ee deed dd sek EAE AEE ages he ckitenieres meee E Mantes ot 110 Agent Alarms Setup Page s ssc siisscecessscsexisestavnsssssssndsignshassbedeasdecueeescs ovcebeessussspsnsetsdesvysssssasedssgessesseensensoeiastysss 111 Agent Alarms V allies pagers icscisscivsssisssnasssescyschessenesteiveussissctissageesesd E 112 Wallboard Menu page ii cscscssuscesissesssssbisstistesvetescdpeceiscaseesusssansecsuscapsbsovedasspassia sssvieasesseeescs rSn pT EESE EEEE REESE Eeen 116 Wallboard Assignment Dages SEENEN EENS 117 Add Wallboard page iscssce sesscessecseedseesiscseuts adessusdscsssnsesgiveessbashestsapacseacassoapsbaadseustbsssaseavbedss sssnesaadesa shes EEEE Eiis Ee 118 Wallboard Setup page with a wallboa
133. le click Submit The Daily Schedule Skillsets page shown in Figure 131 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 128 Your Daily Schedules page appears Nortel Reporting for Contact Center Windows Internet Explorer P oj xj 4 ey Y http localhost rcec2 5 schedule_pages get_schedule_skillsets asp delete 1 18favtype skillset amp sSelectedReports 2 3 1 8 4 we i Nortel Reporting for Contact Center A Gl gt deh Eege Gi Toos 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 e Get Latest Contact Center Data Submit Cancel WJ Local intranet 100 4 Figure 131 Daily Schedule Skillsets page NN40040 304 Using Reporting for Contact Center 151 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
134. ll connect to the BCM to get some Real Time and Historical Report data as shown in Figure 41 RCC Install Verification Utility verifying BCM connection RCC Install erification Utility ON Cl P lt Fa a r m KH ET ee OI 231 et CD ae a Sg Report SQL DB Java Net Ports 1S Uzerdeell BCM eo eo e 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 41 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 42 Save BCM connection settings message box Save BCM connection settings Both realtime and historical requests were successful YD IP Address Network Name 30 30 30 6 Port 8088 Do you want to save your chosen BCM connection settings into the database Figure 42 Save BCM connection settings message box NN40040 304 Installation 57 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 43 RCC Install Verification Utility verification success RCC Install erification Utility IYU Felge net v i a
135. ll separate and distinct Schedules and they must be created separately Reporting for Contact Center Setup and Operations Guide 136 Using Reporting for Contact Center 2 From the Day list select the day on which the Schedule operates You can set a Schedule to operate on a specific day of the week every day from Monday to Friday every day from Monday to Saturday or Daily every day 3 From the Time list select the time in hours and minutes that the Schedule is triggered Note The Time list uses the 24 hour clock Our example User Mary Smith has created a schedule which will operate on each day of the working week Monday to Friday 4 From the Message list 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 121 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 BR oj sl Dis a y E http localhost rcc2 5 wallboard_pages wallboard_schedules_list asp skillsets 0 1 2 3 w E Nortel Reporting For Contact Center ai A 7 me os is Page i Tools Se NORTEL Main Logout Help Admin v 2 5 412 0 61 Assigned Schedules Your wallboard schedules appear below RealTime Skill
136. m the choices below Figure 23 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 When 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 24 InstallShield Requirements dialog box InstallShield Wizard 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 Requirement Pending Microsoft Data Access Components MDAC 2 8 Pending Microsoft SQL Server 2005 Express with Advanced Services Pending Microsoft Report Viewer a Cancel Figure 24 InstallShield Requirements dialog box NN40040 304 Installation 43 Click OK to install MDAC 2 8 14 The MDAC 2 8 End User License Agreement dialog box appears See Figure 25 MDAC 2 8 End User License Agreement dialog box Microsoft Data Access C
137. mer will be displayed against a red 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 EE 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 304 Glossary 185 Not Ready State Outgoing State PSTN Call gontietee Real me Kegel Service Level Either the Agent has invoked t
138. monitor a parameter against an exact figure That is you wish to be informed if the parameter value ever exactly matches a figure perhaps a target Note that in this type of comparison if the parameter value is higher than the threshold the alarm condition is not triggered The parameter must exactly match the threshold in order to trigger the alarm For example you may wish to have a congratulatory message sent to the wallboards if you exceed your highest number of incoming calls for the day If your highest number of incoming calls for the day was 1200 you could set an Alarm for the parameter ID However if you use gt the Alarm would be triggered for each and every call from 1200 on Instead you would use the format ID 1201 This means that the alarm message will be sent only 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
139. mulated 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 NN40040 400 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 progress 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 amoun
140. n Figure 125 Time Bin Setup Skillset selection page Reporting for Contact Center Setup and Operations Guide 142 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Go X je http localhost rec2 5 configuration_pages configuration_index asp t X c w di Mortel Reporting for Contact Center Ze 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 l4 ORA ea ee Figure 125 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 125 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 126 Time Bins page appears NN40040 304 Using Reporting for Contact Center 143 Nortel Reporting for Contact Center Windows Internet Explorer http localh
141. n 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 oo 00 25 3 ajo oo Ci Figure 93 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 94 Incoming 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 SE Status Duration Hour Day Hour Day Hour Day oo oo 2zijo ojo Figure 94 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 95 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 H
142. n lists see page 151 e For a discussion on using Favorites see page 151 Nortel Reporting For Comtact Center Windows Internet Explorer Ge L htto Mocahostirecc2 Sreshime_setupirest_time_sgert_setup asp We SE Sne Reporting for Contact Center NORTEL Main Logout Help Admin x 2 5 412 0 61 Agent Alarms Setup Please select the Skillset for which you wish to configure Real Tine agent thresholds Resi Time Agent Alarms Agent Alarms Setup Wallboard Setup Time Bins Setup Reports and Schedules Des mammal Sd Local intranet Kioks Figure 103 Agent Alarms Setup page When you select your Skillset click Assign values to view the Agent Alarms Values page shown in Figure 104 Agent Alarms Values page Reporting for Contact Center Setup and Operations Guide 112 Using Reporting for Contact Center 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 Sorted Reporting For Com
143. njlogin asp sell 41 X Google w d Nortel Reporting for Contact Center gt gt Bly de rh Bag Gi Tools gt 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 59 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 or 2 4 to 2 6 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 or 2 4 to 2 6 See Changing Default Password Changing Default Password Perform the following steps to change the default password 1 When you first log on the Change Password dialog box appears See Figure 60 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 NN40040 304 Administration 67 Nortel Reporting for Contact Center Windows Internet Explorer Go bi je http localhost rcc2 5 main change_login_admin asp z 41 X Google e EI w dr Nortel Reporting For Contact Center CD gt Bl gt wy Page OG Tools v 2 5 412 0 61 Change Password Please in
144. nnection OK Refresh Figure 39 RCC Install Verification Utility NN40040 304 Installation 55 The IVU checks the following e SQL Server installation e Database Status e Java Runtime Environment 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 40 BCM Connection Data dialog box BCM Connection Data M Enter BCH Connection Data IP Address Network Name Port om CCRS Password Figure 40 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 BCM 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 Reporting for Contact Center Setup and Operations Guide 56 Installation 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 wi
145. nswered Contact Logged Status Duration Centre Calls Outgoing Calls Centre Calls ID Agent in SS Hour Day Hour Day Hour Day EE MET ooroo 2 0 ob 0 Figure 90 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 91 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 SS Status Duration going Hour Day Hour Day Hour Day Figure 91 Break Time state All Calls Held All Calls Held is the state when an agent has placed all of their calls on hold All Calls Held is represented by pink as shown in Figure 92 All Calls Held state The wording Calls Held is displayed in the Status column Non Contact Answered Contact ID Agent Reeg Status Duration Centre Calls Outgoing Calls Centre Calls Hour Day Hour Day Hour Day Calls Held oo 00 24 a ln of Figure 92 All Calls Held state Reporting for Contact Center Setup and Operations Guide 106 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 93 Incoming PSTN state The informatio
146. ntranet 100 4 Figure 153 Select Activity Codes page Use the following techniques to select Activity Codes from the Activity Codes list NN40040 304 Reports Explained 181 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 148 Reports and Schedules page page 172 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
147. numerical display of 5 seconds in between them Scheduled Messages Wallboard Messages that need to go out at the same time every day or on a particular day can be associated with a schedule For example weekly fire alarm tests or a start of shift greeting or an end of shift message could be configured so that they automatically trigger at the specified time Schedules can be configured to trigger on single days groups of days or every day Scheduled messages take priority over Alarm messages Instant Messages System Administrators or Users can manually enter and dispatch an Instant Message to the wallboards Instant messages take priority over Alarm messages Summary Messages Nortel Reporting for Contact Center can be configured to provide predefined hourly summaries on the wallboards 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 Reporting for Contact Center Setup and Operations Guide 116 Using Reporting for Contact Center 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 84 User Main Menu page The Wallboard Menu page shown in Figure 105 Wallboard Menu page appears Nortel
148. o 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 Purge Database T Download Logs C Detail G deeg Download Logs Reporting Download Logs Download Logs zoosioane 15 27 11 Download Logs Contact Center Connection K Local intranet 100 Figure 76 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 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 w
149. ol 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 See Note 1 Windows 2000 Professional SP4 Windows XP Professional SP2 Windows Server 2003 Standard Edition SP1 Windows Server 2008 Standard Edition SP1 32 bit and 64 bit with WOW64 Windows Vista Business and Ultimate Editions 32 bit and 64 bit with WOW64 Note 1 32 bit version operating systems are only supported unless stated otherwise NN40040 304 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
150. ol Panel 2 Double click on Administrative Tools gt Configure Your Server Wizard 3 4 From the Server Role select Application Server IIS ASP NET and click Next as shown In the Configure Your Server Wizard dialog box click Next and then Next again in Figure 8 Configure Your Server Wizard NN40040 304 Installation 27 Configure Your Server Wizard EN Server Role You can set up this server to perform one or more specific roles IF you want to add more than one role to this server you can run this wizard again Select a role If the role has not been added you can add it If it has already been added you can remove it If the role you want to add or remove is not listed open Add or Remove Programs File server Print server Application server IIS ASP NET Mail server POP3 SMTP Terminal server Remote access VPN server Domain Controller Active Directory DNS server DHCP server Streaming media server WINS server Application server IIS ASP NET Application servers provide the core technologies required to build deploy and operate XML Web Services Web applications and distributed applications Application server technologies include ASP NET COM and Internet Information Services IIS Read about application servers view the Configure Your Server log en Jm Figure 8 Configure Your Server Wizard In the Application Server Options window of Configure Your Ser
151. omponents 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 individual 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 25 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 26 MDAC installation dialog box Reporting for Contact Center Setup and Operations Guide 44 Installation Microsoft Data Access Components 2 8 Setup Figure 26 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 27 Microsoft Data Access Components system restart dialog box NN40040 304 Installation 45 Microsoft Data Access Components 2 8 Setup Figure 27 Microsoft Data Ac
152. on 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 That is the network IP address of the BCM The Port field will be defaulted automatically to the correct port number of 8088 for connection to the BCM 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 password is not accepted the password might have been changed in the Contact Center from within CallPilot Manager In the Confirm CCRS password field re enter the set password In the Make data requests every list specify how frequently the Web Host PC communicates with the Contact Center in order to obtain reporting data The typical 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 I
153. ontact Center E s 7 X L Page X GO Tools SCH Wallboard Setup Your assigned wallboards appear below RealTime You are currently viewing Skillsets System 1 2 3 S EEN Wallboard Setup Wallboard Assignment System 10 1 1 16 3500 Software Edit Parameters Delete Messages Alarms Schedules Add Instant Messages Time Bins Setup Reports and Schedules H Do Ellalrpengt aae A Figure 108 Wallboard Setup page with a wallboard listed Click Edit to view the Edit Wallboard page shown in Figure 109 Edit Wallboard page NN40040 304 Using Reporting for Contact Center 121 Nortel Reporting for Contact Center Windows Internet Explorer http localhost rcc2 5 wallboard_pages edit_wallboard asp skillsets 0 1 2 3 amp sWallboardID 3 GA E NS KEES w dr Mortel 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 ben Wallboard Skillset System zl Wallboard Setup E nted Kingdom Engien E Wallboard Assignment Messages Type Software Hardware Alarms Title r Schedules Instant Messages Title Text ey Time Bins Setup Buzzer i Summary D RealTime Reports and Schedules l OAE eaa ee Figure 109 Edit Wallboard page The Edit Wallboard page is set up exa
154. or Contact Center Nortel Reporting for Contact Center Windows Internet Explorer go http localhost rcc2 5 schedule_pages save_Favourites asp url get_schedule_skillsets asp amp favskillsets 1 3 amp s5electedRe_ Y 44 X Google 2 0 ene Page 9 Tools w a 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 E Local intranet 100 4 Figure 132 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 132 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 Favori
155. ost rec2 5 configuration_pages time_bin_setup asp single true skillsets 1 Ww dr Motel Reporting for Contact Center gt me v me s is Page id e Tools a NORTEL Main Logout Help Admin v 2 5 412 0 61 Time Bins Please enter Time Bin values below mm zs Real Time S MM SS MM SS Time Bin 1 00 si Time Bin 1 00 Jos Wallboard Setup Time Bin 2 00 7 Time Bin 2100 zi Time Bin 2100 el Time Bin 2100 sl Time Bins Setup Time Bin 4 00 sl Time Bin 4 00 zl Time Bin 5 00 ei Time Bin 5 00 7 Time Bin 6 01 7 Time Bin 6 01 Cancel Agent Alarms Reports and Schedules Figure 126 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
156. our Monthly Schedules page appears See Figure 142 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 142 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 142 Your Monthly Schedules page NN40040 304 Reports Explained 171 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 NN40040 601 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 84 User Main Menu page select Reports and Schedules to view the Repor
157. our Day Hour Day Figure 95 Intercom state NN40040 304 Using Reporting for Contact Center 107 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 96 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 Aphone and a globe icon accompanying the skillset number represents a Multimedia 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 KEE oan ue als a Figure 96 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 97 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
158. ows showing current Contact Center activity for calls and for agents Real Time information through hardware and software P 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 BCM 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 68 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
159. plications list click Reporting for Contact Center Information about the Nortel Reporting for Contact Center application appears See Figure 18 Download the Reporting for Contact Center Software NN40040 304 Installation 39 NORTEL D Home Contact Business Applications Reporter Applications Activity Reporter Basic Activity Reporter Contact Center Applications Reporting for Contact Center Multimedia Contact Center 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 Ai application which requires a keycode Click here to connect to the Nortel Keycode Retrieval System Reporting for Contact Center packagetc theweb Download Reporting for Contact Center 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 thatis the number of calls waiting to be answered by your Skill set e Agent status Nortel Reporting for Contact Center p
160. porting for Contact Center Setup and Operations Guide 38 Installation 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 for 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 Ap
161. ports to be printed at 08 30 on Mondays Her schedule is called WeeklyCalls The reports start generating at 08 30 on the Canon 1R5000 6000 PCLSe printer The reports cover the period from midnight to midnight for each day 7 Click Submit to save your Weekly Schedule The Weekly Schedules Skillsets page shown in Figure 139 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 160 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Ha y E http flocalhost rec2 5 schedule_pages get_w_schedule_skillsets asp sSelectedReports 2 3 1 6 8sReportTime 08 308sRe w di Nortel Reporting for Contact Center ei veer page 7 Tools Se 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 139 Weekly Schedules Skillsets For information about us
162. put a new password below New password Confirm password z S Tee Figure 60 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 61 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 or version 2 4 to 2 6 Reporting for Contact Center Setup and Operations Guide 68 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
163. r Windows Internet Explorer Oo X Je http flocalhost rcc2 5 schedule_pages weekly_schedules asp delete 30 sl Zeil Google Ww ae nNnortel Reporting for Contact Center Ze ee Page 7 Tools 2 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 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 Local intranet 100 4 Figure 135 Your Weekly Schedules page Follow the steps in this section to add a Weekly Schedule NN40040 304 Using Reporting for Contact Center 157 1 Click Add The Add Weekly Schedules page shown in Figure 136 Add Weekly Schedule page appears Nortel Reporting for Contact Center Windows Internet Explorer Ge ayy le http 30 30 30 11 rec schedule_pages add_weekly_schedule asp Ei E e Nortel Reporting for Contact Center Help v 2 5 424 0 61 Add Weekly Schedule Schedule Name i 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
164. r you must accept this agreement InstallShield lt Back Figure 31 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 32 Exit Setup warning message box 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 32 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 50 Installation 21 The Choose Destination Location dialog box shown in Figure 33 Choose Destination Location dialog box appears Reporting for Contact Center Choose Destination Location Select folder where setup will install files e Installshield Figure 33 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
165. r Contact Center Windows Internet Explorer 6 lt gt le http 30 30 30 11 recfschedule_pages edit_daily_schedule asp scheduleID 1 x kKAE E A A o F on EI we a Nortel Reporting for Contact Center En D d i Page Qf Tools Help Admin v 2 5 424 0 61 Edit Daily Schedule Schedule Name i Please select the days for which you wish to have RealTime AnswAband reports generated Reports O Sunday es kl Monda Agent Alarms C Agent Activity by Agent Seet O Agent Audit by Agent GI Wednesd Inesda Wallboard Setup Li ieee Sens by ee Thursday S CT Agent Capacity by Skillset GI Frid riday L Agent Profile by Agent Time Bins Set ee Z Abandoned Calls by Skillset O Saturday Abandoned CLID DNIS Select printer Hepar and Schams o Answered Calls by Skillset No printers available ze Daily Schedules a2 co ies Weekly Schedules LI Answered CLID DNIS Report period start time Monthly Schedules O Call Average by Skillset 00 vlico Get Latest Contact Center Data o Call Profile LL d O Incoming Call by Skillset Sarii petri Srii O Summary 23 B59 S O Activity Code by Agent Print time CT Activity Code by Pegs 07 4 00 i O Activity Code by Skillset Submit Cancel C Help Request by Supervisor O System Configuration CO Unanswered Help Request by Agent Dane al EN interner Binna Figure 134 Edit Daily Schedules page This page is set
166. rd listed A 120 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 Figure 143 Figure 144 Figure 145 Figure 146 Figure 147 Figure 148 Figure 149 Figure 150 Figure 151 Figure 152 Figure 153 Figure 154 Edit Wallboard e 121 Edit Param ters pagesor E a A E R A R tetas A RRE 122 Assiened Messages pateren a a e a a e R ERE a ea S a E S EE 124 Add Me ssage pa Serani ue ea aere E seb E E E Ee E S E A A E EREE 125 Add Message page example texts aina p r EE E E Eed A E E SS EN 126 Assigned Messages list example messages cscccsseesseeseeeseesecesecseceaeceaecsaecaeecaeeeaeeseecaeeeneeeceeeneeeeeeeeneenas 127 Assigned Alarms p g sonin ien nity aas EEEE ENEA E EEEE E ee E EARE EE RESE EE 128 Add Alarm page ies eeno sesta r a EE E EE ER EE EE EEEE E EE EE E E REEERE EES 129 Example Settings for a Multi Alarm Period Alarm 132 Assigned Alarms page with an alarm configured s ssssesesseeeseeseesesssesterertssetsstststetsssssstsrsrreretstetreretsessesrererst 1
167. riety of information relating to the current status of Nortel Reporting for Contact Center NN40040 304 Administration 85 Nortel Reporting for Contact Center Windows Internet Explorer DER 6 K r e http 30 30 30 132 rcc admin_pages system_status asp w i Nortel Reporting for Contact Center v 2 5 455 0 61 System Status Web Server Details Contact Centre Connection SERVER_NAME 30 30 30 132 SERVER_PORT 80 SERVER_PROTOCOL HTTP 1 1 System Administration SERVER_SOFTWARE Microsoft IIS 7 0 Mozilla 4 0 compatible MSIE 7 0 Windows NT 5 1 HTTP_USER_AGENT MET CLR 1 1 4322 MET CLR 2 0 50727 NET CLR 3 0 04506 30 NET CLR 3 0 04506 648 System Status C Program Files Nortel Reporting for Contact CS oe S Gel Meee EU EE EE EES eine SES REMOTE_ADDR 30 30 30 32 REMOTE_HOST 30 30 30 32 Maintenance Company Details RCC Database connection status Reporting Status Connection successful Click Here to open the Download Status window Current RCC Network Port Status Web Server 80 OK RealTime 6010 OK Report 6011 OK d System Info A gt Java Runtime Installed Schema Version 2 1 9 0 v1 6 0_05 App Server Platform Unix java App Server Version 2 2 0 0 Contact Centre Platform M_50 Contact Centre Version CallCenter_30 00 11 16 06 25 2007 Contact Center Status OK Applet ClientInstall erifyMsg started J Local intranet 100 ef Figure
168. riod is in operation 24 hours a day In the example shown in Figure 117 Example Settings for a Multi Alarm Period Alarm User Mary Smith configured an Alarm with three time periods for one of her Skillsets Reporting for Contact Center Setup and Operations Guide 132 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer Je http flocalhost rcc2 5 wallboard_pages add_alarm asp skillsets 0 1 2 3 we we dir Mortel Reporting for Contact Center e veer Page yO Tools a 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 Nomber of Agents in the Not Ready state Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages fos 30 x gt DI B deeg e EE Message Time Bins Setup There are AN Agents Not Ready Please return to Available Reports and Schedules Period Start Time Comparison Threshold 17 z 30 DI gt D fs Message No Message z Period Start Time Comparison Threshold 22 z 20 DI gt gt f2 Message l There are AN Agents Not Ready Please return to Available Period Start Time Comparison Threshold foo foo z lt gt H EJ Local intranet R10 4 Figure 117 Example S
169. rior to the date selected and may no longer be available to download from the Contact Center The maximum duration of data that may be purged at one time is 90 days Maintenance EEN Purge Contact Center Calls from database prior to Logging Purge Database yyyy mnvdd 2007 10 12 Gal Purge Database Company Details Reporting Removing Contact Center Calls from database please wait 18 100 Figure 79 Purging data countdown After the Purge utility has removed the call data successfully a message box is displayed to confirm this Click OK The Purge Database page will now show the new earliest date for Contact Center data in the Reporting for Contact Center database as shown in Figure 80 New database date after database purge Reporting for Contact Center Setup and Operations Guide 90 Administration Nortel Reporting for Contact Center Windows Internet Explorer DEAR Ge yy E http 30 30 30 130 r25jadmin_pages purge_database asp E E e Nortel Reporting for Contact Center d Logout Help v 2 5 449 0 61 Purge Database This section allows you to remove Contact Center Calls from the database EE gege a that you no longer need to report on Note This action can not be reversed RCC will no longer be able to report on any Contact Center data prior to the date selected and may no longer be available to download from the Contact Cen
170. rm 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 54 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 44 Print Caller Service information balloon 2 The RCC Print Caller Service window will open as shown in Figure 56 RCC Print Caller Service window Windows service mode NN40040 304 Installation 63 Li RCC Print Caller Service Status Print Caller Service running Run as Windows Service Figure 56 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 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 57 RCC Print Caller Service window PCS stopped as a Windows service Li RCC Print Caller Service Status Print Caller Service stopped successfully Run as Windows Service Figure 57 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 th
171. rovides 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 18 Download 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 40 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 19 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
172. rtel Reporting for Contact Center i E me i Page 2 Tools 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 KEE Agent Audit by Agent Agent Average by Agent Agent Capacity by Skillset Agent Profile by Agent Print time Abandoned Calls by Skillset 07 Mi 00 Gei 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 mi 59 v Time Bins Setup Reports and Schedules Daily Schedules Weekly Schedules Monthly Schedules Get Latest Contact Center Data OOUOOOOOODOOOOODOO0O LE internet 100 gt Figure 143 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 prin
173. 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 Brazilian Portuguese Canadian French Danish Dutch French German Italian Latin American Spanish Norwegian Spanish 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
174. s a Weekly Schedule to print on a Saturday They create this Schedule on October 10 2007 See Figure 137 Calendar for October 2007 On Saturday October 13 the Weekly Schedule generates Weekly reports These Reports contain information relating to the week October 1 October e Reports containing the information relating to the week October 8 October 14 are printed on Saturday 20 October and so on October 2007 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 31 Figure 137 Calendar for October 2007 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 Inthe 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 138 Add Weekly Schedule page example schedule shows how User Mary Smith configured her Weekly Schedule NN40040 304 Using Reporting for Contact Center 159 Nortel Reporting for Contact Center
175. s to view the Agent Alarms page shown in Figure 102 Agent Alarms menu page Nortel Reporting for Contact Center Windows Internet Explorer Go je http localhost rec2 S realtime_setup realtime_setup_index asp w dr 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 H CETT i Kitenge 100 gt A Figure 102 Agent Alarms menu page NN40040 304 Using Reporting for Contact Center 111 Select Agent Alarm Setup to view the Agent Alarm Setup Skillset selection page shown in Figure 103 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 103 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 132 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 Fora discussion of using Skillset selectio
176. schedule_pages edit_monthly_schedule asp scheduleID 3 i J 44 A D dh i Page G Tc w E 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 MonthlyCalls No printers available vi Edit Monthly Schedule Report period start time Agent Alarms C Agent Activity by Agent 00 o v O Agent Audit by Agent EE eport period end time Wallboard Setup LI Agent Average by Agent EIERE O Agent Capacity by Skillset O Agent Profile by Agent Printtime Time Bins Se ER EI Abandoned Calls by Skillset 07 00 m LI Abandoned CLID DNIS Reports ant Sea a E Answered Calls by Skillset Daily Schedules Weekly Schedules 0 Answered CLID DNIS Monthly Schedules M Call Average by Skillset Get Latest Contact Center Data e Call Profile CO Incoming Call by Skillset O Summary CT Activity Code by Agent CT Activity Code by Pegs CT Activity Code by Skillset CO Help Request by Supervisor O System Configuration CO Unanswered Help Request by Agent Cal ep internet Sann Figure 147 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 Y
177. 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 86 Call Summary Real Time screens shows the Call Summary Real Time screen Nortel Reporting for Contact 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 DE ER Answered Abandoned Disconnected wating SN Service Skillset Alert Alert Ho Day Hour pay ice oarl ass Ko Level Mode Grouping ee Oe Oe 00 00 00 100 1 SKILL 00 00 00 100 Day S Skillset Waiting Delayed i 0 100 0 Connection Status Figure 86 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 repr
178. set Day Time 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 Figure 121 Assigned Schedules page with schedule added The example Assigned Schedules page shows the newly created Schedule As shown in the example Mary Smith wants the Morning Shift Log Out Afternoon Shift Login message sent to NN40040 304 Using Reporting for Contact Center 137 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 122 Edit Schedule page appears Nortel Reporting for Contact Center Windows Internet Explorer K http localhost rcc2 5 wallboard_pages edit_schedule asp skillsets 0 1 2 3 amp sScheduleID 4 we di nNnortel Reporting for Contact Center ei veer Page 7 Tools a Logout Help v 2 5 412 0 61 Edit Schedule Please input the details of the schedule below Real Time Wallboard Skillset ISKILL3 S Agentalarms 1 Day MonFa E Wallboard Setup Time sH oo EE EE Message l Morning Shift Logout Afternoon shift Login z Messages Alarms Schedules Cancel Instant Messages Time Bins Setup Reports and Schedules E Local intranet 10 7 Done AEE Figure 122 Edit Sche
179. sing Reporting for Contact Center 135 Nortel Reporting for Contact Center Windows Internet Explorer ll x A v bttp flocalhost rcc2 5 wallboard_pages add_schedule asp skillsets 0 1 2 3 kas w dr Mortel Reporting for Contact Center fh BY h x ssp Page GTools Main Logout Help Admin v 2 5 412 0 61 Add Schedule Please input the details of the schedule below Wallboard Skilset System Z Agent Alarms Day Day H Wallboard Setup Time o foo Message There are AN Agents Not Ready Please return to Available D Wallboard Assignment Messages RealTime Alarms Schedules Cancel Instant Messages Time Bins Setup Reports and Schedules l4 CE ea ee Figure 120 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 a
180. soft Internet Information Services on Windows XP Professional 21 Installing Microsoft Internet Information Services on Windows Server 2007 26 Installing Microsoft Internet Information Services on Windows Server 2008 29 Installing Microsoft Internet Information Services on Windows Vista GP 30 Settings required for Windows Vista and Windows Server 2008 with IIS 0 33 Port Numbers used by Nortel Reporting for Contact Center 36 Installing Nortel Reporting for Contact Center software ececcceeceeeeeeeeeeeceeeeeeaeeeeeeeeseaeeeeaaeeneneeees 36 TOPAIR Eet 37 Checking Installation of the Windows Networking Component seesseesseesseessseesseseeseensreesreeee 37 Installing Nortel Reporting for Contact Center for a Business Communications Manager Installation ege ebe A ebe eebe eege 38 Install Verification Llglttv ecceecceeecceeeeeeeeeeeeeeceeeeeeeaeseeaaeeeaeeeseaeeseaaesseeeeseeeesaaesseneeeeeeeee 54 Pint Te 57 Reto It 64 Reporting for Contact Center Setup and Operations Guide 4 Table of Contents Administrati N ssinininnnaninanananananananananananananana nananana nananana nananana nananana nananana nananana nanana 65 Reie e lato ln EE 65 Changing Default Password 66 Contact Center Connection ccccccceeecseceeeeeceneeeeenaeeeeeeeceaeeeeaaesdneeseaeeeseaeedeaaeseaeeeseaeeesaaeseeneeesaees 68 Administration Men seipsa a eea iania NA AA becca dvt bdacedevbigoevendieces EECHER 72 System Administration s tsi
181. splayed to confirm quitting the PCS program as shown in Figure 58 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 58 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 304 Administration 65 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 NameOfWebHostPC rec Where NameOfWebHostPC is the network name or IP Address of the Web Host PC The Login page appears See Figure 59 Login page Note If you are using the browser on the Web Host PC you can replace NameOfWebHostPC with localhost Note You can add the Login page to your Internet Favorites To add this page to your favorites in Internet Explorer press Ctrl D when you are at the Login page or from the menu bar select Favorites gt Add to favorites Reporting for Contact Center Setup and Operations Guide 66 Administration Nortel Reporting for Contact Center Windows Internet Explorer go h le http localhost rcc2 5 mai
182. ssed Thad Wallboard Setup MonthlyCalls 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 3 Local intranet Figure 146 Your Monthly Schedules page with a Print Schedule in the list NN40040 304 Using Reporting for Contact Center 169 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 147 Edit Monthly Schedule page Reporting for Contact Center Setup and Operations Guide 170 Using Reporting for Contact Center Nortel Reporting for Contact Center Windows Internet Explorer er bh http 30 30 30 11 frec
183. t Calls which Abandoned Calls transactions answered after th Secondary Alert o 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 186 Glossary TOPA P 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 Administrator Calls that
184. t common IIS settings and properties After site and application development these settings and properties can be used in a production environment running Using Windows XP Professional with IIS more powerful versions of Windows installed provides a personal and servers development operating system that 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 Installing Microsoft Internet Information Services on Windows Server 2003 To install Microsoft Internet Information Services IIS 6 0 Management Console on Windows Server 2003 perform the following steps 1 From the taskbar select Start gt Program Files gt Contr
185. t 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 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 C System Configuration CO Unanswered Help Request by Agent Please select the days for which you wish to have reports generated Sunday Monday Tuesday Wednesday Thursday Friday Saturday gogogo Select printer No printers available Report period start time 00 00 x Report period end time 23 m 59 M Print time GC Figure 130 Add Daily Schedule page example settings Reporting for Contact Center Setup and Operations Guide 150 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 Schedu
186. t Day SH Service Level offered in the current Hour AO Number of Agents on Outgoing calls Al 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 Reporting for Contact Center Setup and Operations Guide 114 Using Reporting for Contact Center QL Current Queue Length number of calls queuing for this Skillset QT Current Queue Time for the longest waiting Call for this Skillset measured in seconds On the wallboards the numerical values are displayed in yellow and the abbreviations are displayed in green If one of the parameter values has an associated Alarm threshold configured for it it appears in red when the threshold is broached An audible alert for alarms is optional see page 119 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 p
187. t 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 100 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 72 Reporting for Contact Center Setup and Operations Guide 72 Administration Administration Menu When an Administrator logs in unless they are logging in with the default password of 0000 they view the Administration Menu page See Figure 64 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 e Je http flocalhost rcc2 5 admin_pages admin_index asp sl 4 X Google we i Nortel Reporting for Contact Center A D deh ch Eege GTools Main Logout Help Admin v 2 5 412 0 61 Administr
188. tact Center Winders Internet Explorer TE SE Steed Reporting for Contact Center KSE e s GT 2 5 412 0 62 Resi Time MM SS Available TERREA Agent Alarms intemal Call oo 75 Acsotalnms setup Outgoing Call oo sz Viallboard Setup Incoming CC oo zl 655 Incoming MMCC TR Time Bins Setup Incoming non CC GERS el Net Ready foo fs Reports and Schedules Cancel Note 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 zj C O E Rine iow 2 Figure 104 Agent Alarms Values page Select the value for each Agent State To save the Agent Alarms Values settings click Submit The Agent Alarms Setup page appears See Figure 103 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 103 Agent Alarms Setup page NN40040 304 Using Reporting for Contact Center 113 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 W
189. 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 304 Introduction 15 System Software The software that sends data to Nortel Reporting for Contact Cent
190. te Activate Click Activate to enable the Print Schedule so that the schedule prints when the schedule is due to run When a schedule is enabled the Activate button changes from Activate to Deactivate and a green check replaces the red cross similar to the following illustration TA Deactivate Edit Click Edit to view the Edit Weekly Schedule page shown in Figure 141 Edit Weekly Schedule page Nortel Reporting for Contact Center Windows Internet Explorer Go e le http 30 30 30 11 rec schedule_pages edit_weekly_schedule asp scheduleID 2 E Ki x Google rmm k dr Nortel Reporting for Contact Center S 2 E dh ir 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 xi Reports S Agent Alarms C Agent Activity by Agent Select printer O Agent Audit by Agent No printers available v SCH 9 by Ag Report period start time Agent Capacity by Skillset 00 Vlo Y Agent Profile by Agent Abandoned Calls by Skillset Report period end time Abandoned CLID DNIS 23 59 Answered Calls by Skillset Print time Answered CLID DNIS 07 00 Call Average by Skillset iii 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
191. ter The maximum duration of data that may be purged at one time is 90 days System Administration Maintenance System Status Sesen siaus Purge Contact Center Calls from database prior to Logging Purge Database yyyy mnvdd 2007 10 12 Sa Purge Database Contact Center Calls in the database 2007 10 12 To 2008 05 02 Company Details Reporting Si Local intranet Figure 80 New database date after database purge Note The Reporting for Contact Center SQL Server database folder and tables will not reduce in file size as the free space is reserved for new call data to be downloaded from the Contact Center Note If a user accesses the Download Status window after purging the Reporting for Contact Center database the Total Contact Center Calls in the Database value will have decreased Company Details The Company Details page allows you to enter details about your company or site See Figure 81 Company Details page To view the page select Company Details NN40040 304 Administration 91 Nortel Reporting for Contact Center Windows Internet Explorer Go a je http localhost rec2 5S admin_pages company_details asp Zell X Gooale o we d Nortel Reporting for Contact Center Zeite Page e O Tools v 2 5 412 0 61 Company Details Please enter the details of your company below Name System Administration Stet City County ees Comp
192. ter list The list includes all the printers that are accessible from the Web Host PC The reports are generated from the databases held in the Web Host PC 5 The reports are generated for a calendar month You must specify the time you wish to have the Monthly Schedule reports generated They are generated on the first day of each Month at the specified time Reporting for Contact Center Setup and Operations Guide 166 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 144 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 6 EJ e e http 20 20 20 11 rec schedule _pages add_monthly_schedule asp ei Zo lt g we di Nortel Reporting for Contact Center En B me i Page OF Tc Add Monthly Schedule Schedule Name Select printer RealTime MonthlyCalls No printers available Please select a report Report period start time Ag
193. tes Mary Smith clicked Select beside her new Favorite Skill1 amp 3 and the two associated Skillsets are selected for her NN40040 304 Using Reporting for Contact Center 153 Saving your Daily Schedule 1 To save your Daily Schedule click Submit The Your Daily Schedules page shown in Figure 133 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 128 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 182 Agent Reports 182 Activity Code by Skillset 182 Activity Code by Agents and 182 Activity Code by Pegs Nortel Reporting for Contact Center Windows Internet Explorer Go j e http flocalhost rcc2 5 schedule_pages daily_schedules asp D 41 X Google CR gt BY e page G Toos w dr 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 h
194. tgoing 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 88 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 bie Mailbox Level Hour Day Hour Day Hour Day Msgs vois o o oO o o o jojojo f o o 0 00 00 o 100 Mupmeds Lola o A mp 0 0 0 0 0 0 0 0 0 0 0 100 Connection Status Media T i Answered Abandoned Disconnected On Hold ome tree Waiting Delayed pi Een Overflow abv Figure 88 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
195. the Temporary Internet Files You can also delete all your offline content stored locally Delete all offline content Figure 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 NN40040 400 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 As the Nortel Reporting for Contact Center installation includes Microsoft NET Framework 2 0 ensure Microsoft NET Framework
196. this Alarm Period operates until the next Alarm Period starts which in this example is Alarm Period One at 08 30 the following morning Because of the smaller staff in Mary Smith s Skillset during the late shift the Threshold is lowered to 2 In all cases the same Alarm Message is used Because the AN symbol is replaced by the appropriate value of the AN parameter when the message is displayed which is when the Alarm is triggered a single message can be flexible enough to be used in different situations However if Mary Smith wants to she can use a different message for each Alarm Period or she can configure any of the Alarm Periods to use a Static Alarm 7 Click Submit to save your settings The Assigned Alarms page shown in Figure 118 Assigned Alarms page with an alarm configured appears Click Cancel to view the Assigned Alarms page without saving your changes Nortel Reporting for Contact Center Windows Internet Explorer ey http localhost rec2 5 wallboard_pages wallboard_alarms_list asp skillsets 0 1 2 3 w a Nortel Reporting for Contact Center Assigned Alarms Your alarms appear below RealTime Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules Alarm Period Additional Skillset Parameter Period One Periods One Details Configured System AN
197. ting messages Agent Alarms There are AN Agents Not Ready Please return to Available 7 Wallboard Setup How massage i EES Martin you have left your car lights on Messages Alarms Send Schedules Send Cancel Instant Messages Time Bins Setup Reports and Schedules H E Local intranet R10 4 Figure 124 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 1 To send an existing message select the stored message from the Existing messages list To create a new message type the new message in the New Message field 2 Click Send to send the message to the wallboards Reporting for Contact Center Setup and Operations Guide 140 Using Reporting for Contact Center e Ifthe New message field does not contain any text the displayed message in the Existing messages list is sent to the wallboards e Ifthe New message field contains text that text is sent to the wallboards In either case the Instant Messages page appears after you click Send 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
198. to select it it will be highlighted and remove the highlight from any other currently selected Skillsets Click a selected highlighted Skillset name once to unselect it Note that if other Skillsets are selected and you click a Skillset name you unselect all the other Skillsets To select multiple Skillsets press Ctrl and click on multiple Skillsets Press and hold down the Shift key then click a Skillset to select all the Skillsets between the currently highlighted Skillset and the Skillset you clicked You can use Select All to select all the Skillsets at once Adding Selections to the Favorites List If there are collections of the assigned Skillset for which you frequently need to review the Daily Schedules you can add the selection of Skillsets to the Favorites list When you add the selection to the Favorites list instead of having to select a particular collection of Skillsets each time you wish to use them you can click 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 132 Save Favorites page Reporting for Contact Center Setup and Operations Guide 152 Using Reporting f
199. 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 center in the current hour and in the current day Reporting for Contact Center Setup and Operations Guide 104 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 ser
200. ts and Schedules page see Figure 148 Reports and Schedules page Reporting for Contact Center Setup and Operations Guide 172 Reports Explained ke d norte Reporting For Contact Center ei EE 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 ap yyyy mnvdd 24 Hour Format yyyy mnvdd 24 Hour Format Agent Alarms 2007 05 14 Gil 00 00 2007 05 14 Gi 17 02 Wallboard Setup Report Names UL RW All Reports Open Reports Explained Help Index Time Bins Setup 1 Agent Actity by Agent Reports and Schedules E Agent Audit by Agent Daily Schedules C Agent Average by Agent Weekly Schedules Monthly Schedules ET Agent Capacity by Skillset Get Latest Contact Center Data C Agent Profile by Agent ET Call Breakdown by Agent C Abandoned Calls by Skillset ET Abandoned CLID DNIS C Answered Calls by Skillset ET Answered CLID DNIS a CT Call Average by Skilset ET CallProfile C incoming Call by Skillset C Summary 1 Activity Code by Agent UI Activity Code by Pegs C Activity Code by Skillset C Help Request by Supervisor C Supervisor Monitor by Agent C System Configuration C 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
201. tton to close this window you can re open the Print Status page to view print jobs by clicking on View Cancel print jobs from the Reports and Schedules page NN40040 304 Reports Explained 177 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 151 Select Skillsets page appears Reporting for Contact Center Setup and Operations Guide 178 Reports Explained Nortel Reporting for Contact Center Windo
202. tup S Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules 7 E RRRA 00 selon m ek Instant Messages Message No Message x Time Bins Setup PE Period Start Time Comparison Threshold Reports and Schedules 00 viloo v E E Message He Message Period Start Time Comparison Threshold oo el op zez ri lt ski E lt Done A Trusted sites Qio Figure 116 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 119 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
203. up and Operations Guide 60 Installation Or Option 2 e Follow the steps in the section Stopping the PCS desktop application on page 58 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 45 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 50 RCC Print Caller Service window Windows service mode 2 RCC Print Caller Service Status Print Caller Service running Run as Windows Service Se Figure 50 RCC Print Caller Service window Windows service mode To cancel the PCS Windows service mode selection click Close 2 A confirmation message box will be displayed informing the user that the PCS operation mode will be changed from a background application to a Windows service See Figure 51 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
204. 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 133 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 133 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 156 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 127 Reports and Schedules page select Weekly Schedules to view the Your Weekly Schedules page See Figure 135 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 Cente
205. us sevo nsa VEKE EE EE EEN EEE EENE EEE SEEE 164 Add Monthly Schedule Tage eene NEESS cvents EESE EE EEE EES 165 Add Monthly Schedule page with example schedule sesessesseeiesessseseeesressssststsetersrssrstststreretssrsreretsersesrereerse 166 Monthly Schedule Skillsets Pale enr eeen ae ee R e eaae E eE a AAEE EES SE AOSE Ee EEE ENESES PENE A 167 Your Monthly Schedules page with a Print Schedule in the jet 168 Edit Monthly Schedule pagerino enr delen SEN Aeee Ee AAEE en EE AEE EEE Es aiee eriei ee Ee Seyen 170 Reportsand Schedules pager e r rarna eere r N EE OTOES ESEE EE sess EE TO PEASE Ee E eaten EE 172 Selectinigsea date ran Sia ebor as paea ea E ea Eaa Ae Teea EEE TARS e TeS OE EASE EE SEA 174 e GER EE 176 Select Skillsets pag recess esses sj aeceves Assesses pa aa E eE E E E E a A EEEE e EE Ee a Ee ease ares a 178 Select Agents Or Skill sets E 179 EE E 180 Get Latest Contact Center Data Countdown 181 NN40040 304 List of Tables 9 List of Tables Table 1 Administrator and User Permissions 0 ccccccccccccessessscssccccecsessscescsccecseessessescessssesssescessssssesscesseessnsseseeseees 71 Reporting for Contact Center Setup and Operations Guide 10 List of Tables NN40040 304 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 organized
206. ver wizard select the Enable ASP NET check box and click Next See Figure 9 Configure Your Server Wizard Application Server Options Reporting for Contact Center Setup and Operations Guide 28 Installation Configure Your Server Wizard EN Application Server Options IIS COM ASP NET and Microsoft NET Framework are installed automatically For this role Select the additional tools that you want to install on this server IT FrontPage Server Extensions FrontPage Server Extensions are a set of Web server extensions that you can use to publish content with FrontPage Visual Studio and Web Folders This selection also turns on the Indexing Service ASP NET is a powerful programming framework for building Web based applications and services that can target any browser or device lt Back Cancel Help Figure 9 Configure Your Server Wizard Application Server Options 6 Review the Summary of your chosen configuration and click Next 7 The wizard will start configuring IIS During the configuration it will ask you for the operating system s installation disk as shown in Figure 10 Windows Components Wizard NN40040 304 Installation 29 8 9 Windows Components Wizard x Configuring Components pae Setup is making the configuration changes you requested wi T Please wait while Setup configures the components This may take o several minutes depending on the components sele
207. vice Real Time Agent Detail Figure 89 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 GEN 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 89 Agent Detail Real Time Each line of the Agent Detail Real Time screen represents a single Agent NN40040 304 Using Reporting for Contact Center 105 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 90 Available state The word Available is displayed in the Status column Non Contact A
208. vity 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 have included within these Reports These steps are described on pages 182 Agent Reports 182 Activity Code by Skillset 182 Activity Code by Agents and 182 Activity Code by Pegs To save your Monthly Schedule Skillsets click Submit The Your Monthly Schedules page shown in Figure 146 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 142 Your Monthly Schedules page Saving your Monthly Schedule To save your Monthly Schedule click Submit The Your Monthly Schedules page shown in Figure 146 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 flocalhost rcc2 5 schedule_pages monthly_schedules asp sl t X Google we dir Mortel Reporting for Contact Center Za E ee page O Tools Si 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 hos tian help button above Agent Alarms Name salient Cro
209. w programs online at Windows Marketplace View purchased software digital locker Q Turn W s features on or off Uninstall or change a program To uninstall a program select it from the list and then click Uninstall Change or Repair Organize v 33 Views D Name Publisher Installed On de DEE Runtime Environment 5 0 Update 4 Sun Microsystems Inc 11 01 200 MySQL Connector ODBC 3 51 MySQL AB 11 01 200 MySQL Server 4 1 MySQL AB 11 01 200 Q Reporting for Contact Center Nortel 11 01 200 Figure 15 Windows features option in Programs and Features window On a Windows Vista operating system the Windows Features window will open On a Windows Server 2008 operating system the Server Manager window will open From the left hand pane select Roles as shown in Figure 16 Server Manager window Reporting for Contact Center Setup and Operations Guide 34 Installation E Server Manager ox Ele Action View Help e9 AmlHB Server Manager TESTPC X64 E Roles al Features E Diagnostics View the health of the roles installed on your server and add or remove roles and features al Configuration ES Storage Roles Summary Roles Summary Help Roles 1 of 17 installed F Add Roles SC Remove Roles Web Server IIS Web Server IIS Web Server IIS Help Provides a reliable manageable and scalable Web application infrastructure N Role Status
210. 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 ip View range of wallboards NN40040 304 References 187 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 NN40040 601 Reporting for Contact Center Troubleshooting and Maintenance Guide NN40040 400 Upgrading from Call Center Reporting to Reporting for Contact Center NN40010 400 Ch LD P GO H ra Reporting for Contact Center Setup and Operations Guide 188 Index Index A Abandon Time Bins 141 183 Abandoned 98 100 103 113 141 143 150 159 166 177 183 185 Abandoned Call 141 150 159 166 177 183 Abandoned Calls by Skillset report 150 166 177 Abandoned CLID DNIS report 150 159 166 177 Abandoned Time Bins 141 143 183 185 Activity Code 145 153 161 168 173 177 180 181 Activity Code by Agent report 145 153 161 168 177 180 Activity Code by Pegs report 145 153 161 168 177 Activity Code by Skillset report 145 153 161 168 177 180 Add Alarm 128 129 Add Message 124 1
211. ws Internet Explorer Co x je http flocalhost rcc2 5 report_pages skillset_select asp z Ki x Google Ki E Motel Reporting for Contact Center D gt a deb sc Page Tools SE Logout Help Admin v 2 5 412 0 61 Select Skillsets Please select the Skillsets you wish to report on RealTime 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_ RH EE EE E E EE EE Figure 151 Select Skillsets page e For information about using Skillset selection lists see page 151 e For information about using Favorites see page 151 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 152 Select Agents or Skillsets page appears NN40040 304 Reports Explained 179 Nortel Reporting for Contact Center Windows Internet Explorer 5 x Go e Je http flocalhost rcc2 5 report_pages agent_select asp sl t X Google Pir Ww dr Motel Reporting for Contact Center Za Ga 7 bai 1 gt Page d e Tools ZS Main Logout Help Admin v 2 5 412 0 61 Select Agents or Sk
212. you must restart pour computer ege e een Dante ege 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 Gan Figure 36 Installation Complete dialog box Note Before Nortel Reporting for Contact Center can operate correctly you must restart your Web Host PC For the installation 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 37 RCC Monitor splash screen NN40040 304 Installation 53 p gt REPORTING FOR CONTACT CENTER RCC MONITOR Copyright 2007 Nortel Networks NORTEL Figure 37 RCC Monitor splash screen 27 The RCC Database Installer Utility DBI will then be launched See Figure 38 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 d Stop RCC Launcher Create Databases Create Tables Migrate Data Create Primary Keys Create Indexes Create RCC User Configure Report Server Configure IIS Restart RCC

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