Avaya ipView WallBoard BCM Rls 6.0 User's Manual
Contents
1. SH Alarms Alarms can be configured to alert Agents to conditions within the Contact Center e g Less than 2 Agents are available to take calls An excessive amount of calls are in the queue Calls are waiting excessive times in the queue 1000 calls have been answered during the day today A result of meeting these conditions is to display a message to alert the agents on their individual desktops To Create an Alarm In this example a skillset alarm will be configured that will be displayed when 3 or less agents are available to take a call 1 Follow steps 1 to 4 of the Messages subsection earlier in this section to configure one or more messages relating to the parameters to which you wish to alert the Agents 24 NN40011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard 2 When the messages are complete click on the Alarms heading under Wallboard Setup Click Add Main Logout Help Admin Assigned Alarms Your alarms appear below Real Time e You do not have any alarms configured for this Skillset Add lt Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules 3 Certain parameters now need to be set 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 System2. Please note the new Subnet Mask will take effect until the Wallboard ix reset 16 Enter the new Subnet Mask for the wallboard and click OK 17 Power down the wallboard 18 Reset dipswitch 6 to Off to prevent the IP address of the wallboard from falling back to default when it is next powered up 19 Reset dipswitch 7 to Off to save the new values 011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard 20 Connect the wallboard to the network and power up with the new settings Configuring Wallboards in Reporting for Contact Center This part of the configuration is to be done on any PC that has access to the Web Host PC or on the Web Host PC itself 1 Access Reporting for Contact Center refer to the Reporting for Contact Center Guide for instructions on accessing RCC You must log into RCC with a username that has been configured to allow configuration of wallboards and also has Skillsets assigned to them 2 select Contact Center Connection then the Select an IP Address link if there is more than one network card installed on the Web Host PC from the Select an IP Address drop down list select the IP address of Network Interface Card that is to be used to communicate with wallboards Select the IP address that has been configured on the Network Interface Card connected to the same network as the wallboards Contact Centre Connection Please enter the IP Address or Network name and CCRS Password
3. You can choose not to install ipviewContig by clicking Cancel to exit Setup Destination Directory CA pv iew allboardipviewLontig Browse InstallShield 8 NN40011 026 Issue 1 2 BCM RIs 6 0 ipView WallBoard 6 The Program folders screen will appear Click Next ipViewConfig InstallShield Wizard Setup will add program icons to the Program Folder listed below rau may new folder name or select one fram the existing Folders list Click M ext to continue Program Folders inv ew Contig Existing Folders Administrative Tools Adobe Camtasia Studia 3 Canon Printer Uninstaller Computer Associates Games Google Earth Back Cancel ipViewConfig InstallShield Wizard Setup has enough information to start copying the program files IF You want to review change any settings click Back IF you satisfied with the settings click Nest to begin copying files Curent Settings Setup Type Complete Target Folder C Program Files ipy ew allboardipViewLontig User Information Mame Drew Company ITEL Back Cancel InstallShield NN40011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard 8 When the Configuration Tool has loaded click the Finish button ipViewConfig InstallShield Wizard Setup has finished copying Files to your computer Setup will now launch the program Select your option below Yes Launch the program file Click Finish ta complete Se
4. NN40011 026 Issue 1 2 BCM Rls 6 0 13 joView WallBoard 12 Select Commands Program Sign Default Gateway Program ipView Wallboard Default Gateway Sele Flease enter new Detault Gateway New Wallboard Default Gateway 10 1 1 Please nate the new Default Gateway will take effect until the Wallboard is reset 13 Enter the Default Gateway for the wallboard and click OK 14 It may also be necessary to change the wallboards Subnet Mask to one that matches the customer s network requirements If a new Subnet Mask is required go to step 14 otherwise go to step 16 ipViewConfig Configuration Utility for ipView Wallboard File win Help Send Text Message to Sign F2 PC Configuration C Get Sign Info F3 C TCP IP Test LEDs F4 ommunication Type Co Clear LEDs FS PC IP Address 10 1 1 38 Pic Get Sign IP Address F6 ES ieee Get Sign Port Number F7 Get Sign MAC Address F8 Default Gateway 10 1 1 2 Get Sign Default Gateway Ctrl F6 Me Get Sign Subnet Mask Ctrl F Function Keys Program Sign IP Address F9 _ Use the following function keys or items from the command menu to Program Sign Port Number Fil configure the IPwallboard Program Sign Default Gateway Ctri F9 F2 Send ext to 55 Get Sign Information 15 Select Commands Program Sign Subnet Mask Program ipView Wallboard Subnet Mask Please enter new Subnet Mask New Wallboard Subnet Mask a a a
5. 3500 Skill would be chosen if we were configuring the Wallboard for Skill1 the port number would remain at 3500 4 Language The language that we wish our Wallboard to display in The language would make a difference on a Wallboard by altering the letters in the abbreviations and the long view to display in the desired language 5 Type Set to Hardware for a hardware Wallboard Title Tick for a Title Three of the displaying parameters will be lost if a title is shown A title will take the top line of text on the Wallboard 7 Title Text The title that will be shown Buzzer For alerts Summary Ticking the summary box will display the flowing information in graphical format every hour on the hour NN4001 1 026 Issue 1 2 BCM Rls 6 0 joView WallBoard Once the settings have been completed click Submit 9 A list of assigned and configured wallboards is now available Logout Help Admin Wallboard Setup Your assigned wallboards appear below Real Time mE You are currently viewing Skillsets System 1 2 Agent Alarms e Wallboard Setup Wallboard Assignment system 10 1 1 21 3500 Software Edit Parameters Delete Messages Alarms System 10 1 1 83 3500 Hardware Edit Parameters Delete Schedules Instant Messages Add Time Bins Setup Reports and Schedules 10 The edit the parameters that are to be displayed on the Wallboard click on Param
6. Logout Help Admin Wallboard Setup Your assigned wallboards appear below RealTime You are currently viewing Skillsets System 1 2 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 4 Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules NN40011 026 Issue 1 2 BCM RIs 6 0 17 joView WallBoard 8 On the following screen the Wallboard will be configured For this you will need to know the IP Address of the hardware Wallboard Main Logout Help Add Wallboard Please input the values for the wallboard below Real Time IP Network 10 1 1 93 Agent Alarms 2 Port 3500 3 Wallboard Skillset System Wallboard Set MAT di 4 Language United Kingdom English Wallboard Assignment Messages Type Software Hardware C 5 Title n Schedules stant Mes T 7 E instant Messages 7 Title Text Time Bins Setup 9 Buzzer 9 Summary Reports and Schedules Cancel 9 Enter the following parameters Q IP Network Name The IP Address of the Wallboard 2 Port For a hardware wallboard this should be left at 3500 3 Wallboard Skillset The Skilset or System for the entire Contact Center For this example we will set it to System for port
7. NN40011 026 Issue 1 2 BCM RIs 6 0 21 joView WallBoard 2 Click on Messages and then click Add Main Logout Help Admin Messages Your messages appear below Real Time Y ou da not have any messages configured far these Skillsets Add Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules 3 Type your message into the text box To make use of parameters in the message enter the abbreviation in brackets i e AN agents are not ready and calls are waiting to be answered Main Logout Help Admin Add Message Please input your new wallboard message below Insert to display a Real Time parameter in the message agents are not ready and calls are lt Agent Alarms waiting to be answered rl Cancel Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules 4 When the message is complete click Submit Note It would generally be advised that messages are linked against an alarm parameter that will display the message when the condition for the alarm is satisfied Refer to the Alarms section of this guide 22 NN4001 1 026 Issue 1 2 BCM RIs 6 0 ipView WallBoard 5 his message can be instantly sent to one or more wallboards hardware or software
8. WallBoard and load the configuration tool Refer to the Loading the Configuration Tool section of this guide set the WallBoard switches to enable configuration Refer to the Dipswitch Settings section of this guide Connect the WallBoard to the network and power it up Configure the WallBoard IP address using the configuration program Refer to the Setting the IP Address section of this guide set the WallBoard switches back to normal operation Refer to the Dipswitch Settings section of this guide Configure WallBoard properties Refer to the Configuring Wallboards in Reporting for Contact Centre Configuration section of this guide NN4001 1 026 Issue 1 2 BCM RIs 6 0 Configure Messages Alarms and Scheduled Messages Refer to the Configuring Alarms Messages and Schedules section of this guide O ipView WallBoard Loading the Configuration Tool The IpView Wallboard will be supplied with a CD that contains the IPView Configuration Tool for programming the wallboards IP address To Load the Configuration Tool on to a PC 1 Insert the disk into the CD drive of the PC and open the drive to view the files on the disk 2 Double Click the SETUP icon ipViewConfig R1 2 File Edit View Favorites Tools Help Q amp 2 Search Folders 132 s E ipViewConfig R1 2 Go File and Folder Tasks N N Make a new folder m E Publish this Folder to th
9. below IP Address Metwork name 00303088 System Administration Part pg _ CCRS Password PO Confirm CCRS Password Contact Centre Connection Company Details Make historical data requests every 15 Minutes Select an IP Address 200 30 30 45 m Reporting Wallboard and Real Time Refresh Interval 1 Second s Cancel Note This is not the IP address of a wallboard itself If you only have one network card installed on the Web Host PC this setting will default to the IP address of the card Note To see the Contact Center Connection Screen you must be logged in as an administrator of RCC NN40011 026 Issue 1 2 BCM RIs 6 0 15 joView WallBoard 3 Wallboard and Real Time Refresh Interval Select the refresh interval for wallboard and real time displays The default is 1 second with an option for 3 seconds This setting only applies to the refresh rate of the display not the data For example if 3 seconds is selected the display updates every 3 seconds but the data is still calculated to the second Contact Centre Connection Please enter the IP Address or Network name and CCRS Password below Contact Centre Connection IP Address Network name 200 30 30 98 System Administration Port 8088 Password Maintenance Canfirm CORS Password historical data requests every 15 Minutes Company Details 1 Select an IP Address 200 30 30 4
10. by clicking on the Instant Messages heading Main Logout Help Admin Instant Messages Please select a Skillset ta send an instant message to RealTime You have no favourites saved Agent Alarms e Skillset list Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules Select All Create Favourite Instant Messaqes 6 Select either System for the entire Contact Center one or more of the Skillsets A selection of Skillsets can be exclusively selected by holding down the ctrl key during selection Click Instant Messages Instant Messages Please select a Skillset to send an instant message tn RealTime You have no favourites saved Agent Alarms Skillset list Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules select All Create Favourite 4 Instant Messages NN40011 026 Issue 1 2 Rls 6 0 23 joView WallBoard 7 Select one of the existing messages or type a new message then click Send Instant Messages Please select a message from your existing messages or type new message if required agents are nat ready and calls are waiting ta be answered New message We have last AD calls today Send Cancel 1 Company XYz AN _
11. 00 Wallboards Different parameters can be displayed on each Wallboard Wallboards can also be configured to display text messages and alarm conditions The WallBoard can display e Up to 6 separate parameters e g number of callers in the queue e Alarms e g a caller has been in the queue for over 10 minutes e Scheduled Messages e g Remember to log off at 17 30 Alarms may be configured to have an accompanying warning buzzer The WallBoard is a fully integrated part of Reporting for Contact Center Required Information Log on information for the PC running Reporting for Contact Center IP address to be assigned to the Wallboard Parameters Alarms and Messages that are to be displayed The ipView Configuration Tool Note joView SoftBoard can operate UK English North American English French Canadian French Italian Spanish Latin American Spanish German Dutch Brazilian Portuguese Danish Norwegian and Swedish Advances in the language configuration of Reporting for Contact Center RCC means that even though RCC may be running in UK English the Wallboards connected can be a mixture of the available languages RCC can now use different languages on different wallboards connected to the same RCC Web Host PC NN4001 1 026 Issue 1 2 BCM RIs 6 0 5 joView WallBoard Flowchart This flowchart depicts the relevant steps required to install and configure an PView Wallboard Obtain an IP address for the
12. 5 Reporting Wallboard and Real Time Refresh Interval 4 Click Submit 5 Click on the Reporting link to enter the Reports section of RCC Contact Centre Connection Please enter the IP Address or Network name and CCRS Password below GE IP amp ddress Metwark name 200 30 30 98 System Administration Fort 8088 Contact Centre Connection CCRS Password eee Confirm CORS Password historical data requests every 15 Minutes Company Details 1 select an IP Address 200 30 30 45 2 Reporting Wallboard and Real Time Refresh Interval 16 NN40011 026 Issue 1 2 BCM Rls 6 0 joView WallBoard 6 Click on Wallboard Setup Main Logout Help Admin Main Menu Welcome System Manager Real Time From this screen you can navigate ta 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 Note To be able to add and administer WallBoards the logged in user MUST have Skillsets assigned If current user has no Skillsets assigned then logout and log in with a username that has the appropriate rights For further information on creating users and assigning Skillsets refer to the Reporting for Contact Center Guide 7 Click Wallboard Assignment Click Add Main
13. AVAYA BCM Ris 6 0 joView WallBoard Task Based Guide joView WallBoard Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control ov
14. Parameter name Wallboard Setup Ayeye Length number of calls queuing tarthis Skillset Wallboard Assignment Messages Real Time Agent Alarms Alarms Period Start Time Comparison Threshold Schedules Instant Messages 00 00 lt Message No Message Time Bins Setup Period Start Time Comparison Threshold Reports and Schedules 00 00 00 lt Message No Message Period Start Time Comparison Threshold 00 lt Message No Messaqe NN40011 026 Issue 1 2 BCM Rls 6 0 25 joView WallBoard 26 a Select the System or the appropriate Skillset to which the alarms apply to and will be sent to Wallboard Skillset System Customer service Sales Select the parameter name that you wish to monitor and set the alarm against Parameter name c Set the start time of the day when you wish the alarm to be used Then select the comparison for the alarm and the alarm threshold If a message is to be utilized the message to be associated with this alarm should also be selected Period Start Time Comparison Threshold foo 00 Message No Message NN40011 026 Issue 1 2 BCM Rls 6 0 joView WallBoard 4 In this example three alarms have been configured One to start at 08 30 to alarm for 5 or less Agents being Available The seconds runs from 12 00 to 17 59 for 6 or less agents being available The third
15. S YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Ter
16. Sign Information Test LEDs Clear LEDs Get Sign IP Address FB Get Default Gateway Get Sign Port Number Chl F7 Get Subnet Mask Get Sign MAC Address Program Sign IP Address Program Default Gateway F11 Program Sign Port Number Ctrl F11 Program Subnet Mask 7 If it isn t select File and Set up and change the IP address to 192 168 3 200 ipView Wallboard Setup Please note these values are used ta communicate with the Wallboard Wallboard IP Address H 168 3 1200 Wallboard Port Number 13500 OF Cancel Restore Defaults 8 Select Commands and Program sign IP Address ipViewConfig Configuration Utility for ipView Wallboard File Help IF Send Text Message to Sign PC Configuration Get Sign Info F3 Test LEDs F4 ommunication Type Clear LEDs F5 IF Address 10 1 1 38 Prd Get Sign IP Address F Safin wine Get Sign Port Number FF Get Sign MAC Address Default Gateway unknown Get Sign Default Gateway Ctrl F6 Get Sign Subnet Mask Function Keys Program Sign IP Address Program Sign Port Number Fil Program Sign Default Gateway Ctrl F9 Program Sign Subnet Mask Ckri F11 12 Use the following function keys Items from the command menu to configure the allbaard Fe Send Text ta IFP allboard F3 Get Sign Information NN40011 026 Issue 1 2 BCM Rls 6 0 joView WallBoard 9 The Prog
17. e Web Share this Folder _INST321 _SETUP _SETUP 1 SETUP DLL AUTORUN Other Places ee Removable Disk E a E My Documents Computer My Network Places DISK1 ID SETUP SETUP SETUP ISS SETUP PKG Details IPMewLontig Setup is preparing the Imstall Wizard which will quide you through the rest of the setup process Please wait 41 NN40011 026 Issue 1 2 BCM RIs 6 0 7 joView WallBoard 4 The Welcome to the ipView Config Installation screen will appear Click Next ipViewConfig InstallShield Wizard Welcome to the ipviewLontg Setup program This program will Install ip ievaCenfig on your Computer It iz strongly recommended that exit all Windows programs before running this Setup program Click Cancel to quit Setup and then close any programs you have running Click to continue with the Setup program WARNING This program i protected by copyright law and International treaties Unauthorized reproduction or distribution of this program any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law InstallShield lt Back Cancel ipViewConfig InstallShield Wizard Setup will install ipviewContig in the following directory To install to this directory click Next To install to different directory click Browse and select another directory
18. ents Logged in Current Queue Length number of calls in the call queue for this Skillset Current Queue Time for the longest waiting call for this Skillset secs 13 When the choices are complete click Submit 20 NN40011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard Configuring Messages Alarms and Schedules Messages Messages can be up to 64 characters in length The Real Time numerical value of any of the Parameters can be incorporated into a Message by inserting the two letter abbreviation for the Parameter into the Message text The Parameter must be in capitals and in brackets e g AN would insert the current value of the Agent Not Ready parameter Example There are AN agents not ready If there are five agents not ready when the Message is sent to the Wallboard the format of the Message will be There are 5 agents not ready Messages will display on the joView WallBoard for approximately 40 seconds 1 Access Reporting for Contact Center and go into the Wallboard Setup section You must log into the Contact Center as a user who has Wallboard privileges Main Menu Welcome System Manager Real Time 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
19. er the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAY A COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AV AY A AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY A
20. eters system 10 1 1 21 3500 Software Edit Farameters Delete system 10 1 1 93 3500 Hardware ccit Parameters Delete 11 Select from the drop down boxes the parameters which are to be displayed on the Wallboard Edit Parameters Please select the parameters you wish to have displayed on your wallboard as BN Length number of calls queuing for this Skillset NN40011 026 Issue 1 2 BCM RIs 6 0 19 joView WallBoard 12 When a parameter is selected from a drop down box its concise description in displayed in the lower text box Please select the parameters you wish to have displayed on your wallboard P4 oL 2 Al Number of Agents an Inco Submit Below is a complete description of each parameter IH AD AH OD OH SH SD AO Al AA AN AL QL QT Number of Incoming calls received in the current Day Number of Incoming calls received in the current Hour Number of Abandoned calls in the current Day Number of Abandoned calls in the current Hour Number of Outgoing calls made in the current Day Number of Outgoing calls made in the current Hour Grade of Service offered in the current Hour Grade of Service offered in the current Day Number of Agents on Outgoing calls Number of Agents on Incoming calls Number of Agents Available to receive calls Number of Agents in the Not Ready state Number of Ag
21. ge Messaqe Period Start Time Comparison Threshold 00 00 lt Message Messaqe Period Start Time Comparison Threshold 00 00 lt Message No Messaqe 0 Cancel 6 The Alarms configured will display on the Assigned Alarms screen Logout Help Admin Assigned Alarms Your alarms appear below Real Time e Alarm Period Additional Skillset Parameter Period One Periods Agent Alarms One Details Configured System AA 08 30 lt 5 2 Edit Delete Wallboard Setup Wallboard Assignment Messages Add Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules e Note That the Alarm above has been configured with 2 additional alarm periods 28 NN4001 1 026 Issue 1 2 BCM Rls 6 0 ipView WallBoard Scheduled Messages A Wallboard Schedule is a time and day s when a Wallboard Message is automatically displayed on the Wallboard Examples would be to schedule a Message to display as a weekly reminder of a fire alarm test or to remind agents to log in at the start of the working day To schedule a message 1 Follow steps 1 to 4 of the Messages subsection of this section 2 Once the messages are configured they can be applied to a schedule From the Wallboard Setup Menu click Schedules and then click Add Admin Assigned Schedules Your wallboard schedules appear below Real Time You do not have any wal
22. is effective from 18 00 until 08 29 the following morning to monitor for 2 or less Agents being available Logout Help Admin 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 Parameter name Sep Humber Agents Available ten reserve calls Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages 08 30 lt 5 Message No Messaqe Period Start Time Comparison Threshold Reports and Schedules 12 og Message No Message Period Start Time Comparison Threshold 18 v 00 2 Message No Message Real Time Agent Alarms Time Bins Setup Note If no time is selected left at 00 00 then the alarm will apply 24 hours per day NN40011 026 Issue 1 2 BCM RIs 6 0 27 joView WallBoard 5 Click Submit Messages Alarms Period Start Time Comparison Threshold schedules Instant Messages 30 lt f Message Message Time Bins Setup Period Start Time Comparison Threshold Reports and Schedules BA 12 amp foo lt Message No Message Period Start Time Comparison Threshold 18 foo lt 2 Message No Messaqe Period Start Time Comparison Threshold 00 foo lt Messa
23. lboard schedules configured dij Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages 3 The Add Schedule screen will be displayed Add Schedule Please input the details of the schedule below Wallboard skillset Day Day v Agent Alarms Time joo oo gt Message Please don t forgetto lagout when you finish your shift Thankyou Wallboard Setup Wallboard Assignment cubmit Cancel Messages Alarms Schedules Instant Messages Print Schedules e Real Time Time Bins Setup Reports NN40011 026 Issue 1 2 BCM Rls 6 0 29 joView WallBoard 4 There are four settings required for a Wallboard schedule a Select either System or the desired Skillset TE EIN Wallboard System Skillset o gt Customer service Sales b Select the recurrence of the schedule Day Daily Mon Sat Mon Fri Saturday Friday Thursday Wednesday Tuesday Mondes cunda c Select the time at which you wish the message to display on the set recurrence Time 05 d Select which message you wish to display at the scheduled time Message agents are not ready and calls are waiting ta be answered agents are not ready and calls are waiting to be answered agents available to take calls Please lagin 5 Once all of the settings are complete click Submi
24. mmunication Port Number 3500 Programmed Address unknown Subnet Mask Programmed Port Number unknawn Default Gateway Message Log NN40011 026 Issue 1 2 BCM RIs 6 0 PC Configuration Communication Type TCP IP PC IP Address 10 1 1 38 unknown unknown Function Keps Use the following function keps or tems from the command menu configure the IP allbaard F2 Send Text to IPwallbaard F3 Get Sign Information F4 Test LEDs F5 Clear LEDs Get Sign IP Address Chl FB Get Default Gateway Fr Get Sign Port Humber Chl Fr Get Subnet Mask F8 Get Sign MAC Address F3 Program Sign IP Address Chl F3 Program Default Gateway F11 Program Sign Port Number Ctrl F11 Program Subnet Mask 11 joView WallBoard 6 Within the IP configuration tool check the Communication IP Address of the wallboard is 192 168 3 200 Ej ipViewConfig Configuration Utility for ipView Wallboard File Commands Help allboard Configuration Communication Address 1192 168 3 200 Communication Port Number 3500 Programmed IP Address unknown Subnet Mask Programmed Port Number unknown Default Gateway Message Log unknown unknown PC Configuration Communication Type IP Address 10 1 1 38 Function Use the following function keys or items from the command menu to configure the IP allboard F2 F3 F4 F5 FF F3 Send Text to Pw allboard Get
25. ms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners 2 NN40011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Copyright 2010 ITEL All Rights Reserved The copyright in the material belongs to ITEL and no part of the material may be reproduced in any form wi
26. ram Wallboard IP Address window will be displayed Program ipView Wallboard IP Address Flease enter new address NewWWalboadlPAddess 10 i 93 Please note the new IP Address will NOT take effect until the Wallboard is reset 10 Enter the new wallboard IP address and click the OK button You will be notified that the programming is OK If you receive a message saying that the Wallboard cannot be communicated to check the communication IP address and the IP address of the PC Programming new IP Address Message sent OF reply received Reply Response ProglP OK 11 1 a Gateway is required to enable remote connection to the wallboard go to step 12 otherwise go to step 17 mn ipViewConfig Configuration Utility for ipView Wallboard File Help IFA Send Text Message to Sign PC Configuration Get Sign Info F3 Test LEDs F4 Communication Type Clear LEDs F5 PC IP Address 10 1 1 38 Pre Get Sign IP Address F eH mum Get Sign Pork Mumber F7 Get Sign MAC Address Default Gateway 10 1 1 2 Get Sign Default Gateway Ctrl F6 Sign Subnet Mask Ctrl F Function Keys Program Sign IP Address Fa eer Use the following function keys or items fram the command menu Program Sign Port Number Fil configure the IPwallboard Program Sign Default Gateway Chrl F9 Fz Send Text to allboard Program Sign Subnet Mask Ckri F11 F3 Get Sign Information
27. t 6 The schedule has now been configured Main Help Admin Assigned Schedules Your wallboard schedules appear below Real Time Skillset Day Time Agent Alarms System Daily 05 58 Edit Delete Wallboard Setup Add Wallboard Assignment Messages 30 NN40011 026 Issue 1 2 BCM Rls 6 0 joView WallBoard Avaya Documentation Links e Reporting for Contact Center Setup Set Up amp Operations guide e Reporting for Contact Center Troubleshooting and Maintenance guide NN40011 026 Issue 1 2 BCM RIs 6 0 31 joView WallBoard 32 NN40011 026 Issue 1 2 BCM RIs 6 0
28. thout the prior written permission of a duly authorised representative of ITEL NN40011 026 Issue 1 2 BCM RIs 6 0 3 joView WallBoard Table of Contents ipView Wallboard 5 eu 5 Reguired RR 5 t EE 6 Loading the Configuration 7 Setting Wie FAJA ESS s fetes du mE erase 10 10 Configuring Wallboards in Reporting for Contact Center 15 Configuring Messages Alarms and Schedules 21 ESS ACG Sct os 21 tate 8 M SLM Lu E t 24 SCMEGIIER MIESSADCS ME eI 29 Avaya Documentation Links 31 4 NN40011 026 Issue 1 2 BCM RIs 6 0 joView WallBoard ipView Wallboard Overview With the addition of Reporting for Contact Center the Contact Center system is further enhanced by the facility to tailor Wallboards to the customer s requirements Multiple Wallboards can be assigned to display information relating to any of the Skillsets or totals for the whole Contact Center system Reporting for Contact Center will support a maximum of 1
29. tup Setting the IP Address 1 Before turning on the wallboard set the dipswitches for the wallboard as outlined in the chart on the back of the wallboard This chart has been replicated below Dipswitch Settings Switch Option Switch n Serial Comms T Byte msg based Serial Data Bits Serial Parity Serial baud rate Default Font IP comms mode Default IP address Not defined Not defined Not defined Not defined 10 NN40011 026 Issue 1 2 BCM Rls 6 0 joView WallBoard a Set switch 8 to Off to enable IP use b Set switch 7 to On to allow the eeprom to be updated C Set switch 6 to On to set the IP address with the software configuration tool 2 Connect the wallboard to the PC with a cross over cable or to the network via a hub switch using a straight through cable 3 Power up the wallboard 4 The default communication IP address of the wallboard is briefly displayed on the wallboard and is normally 192 168 3 200 Note You need to change the IP address of the PC to the same network range as the wallboard Refer to the Networking Essentials Guide for details of how to change IP addresses 5 Load the configuration tool onto your PC and open the application The configuration interface will be displayed as follows n ipViewConfig Configuration Utility for ipView Wallboard File Commands Help allboard Configuration Communication Address 192 168 3 200 Co
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