Avaya ipView SoftBoard BCM Rls 6.0 User's Manual
Contents
1. Installing Multiple ipView SoftBoards on one PC The installation of more than one ipView SoftBoard on a single PC follows the same installation procedure as documented in the previous section The only difference relating to the actual software installation is setting a different port number for the PC to receive data from the Web Host PC Later in this document the Web Host PC will be configured to send data through a specific port We are now setting the software on the PC to expect to receive the data on that port 1 Follow steps 1 to 18 in the previous section to start the install of the second pView SoftBoard 2 For this example we are going to set this joView SoftBoard to display data relating to the first Skillset in the Contact Center Skill 3 When you reach step 19 enter the name of the first Skillset Click Next Skillset Name X Please enter the name of the Skillset which ipview will display data from ask vour Administrator For all Skillets enter System Skill lt Back Heb f Cancel NN40011 025 Issue 1 2 BCM Rls 6 0 17 joView SoftBoard 4 At the next screen enter a port number This number can be anything over 3500 and must not be the same as any ipView SoftBoards that are already installed on this PC In this example the port number has been incremented by one For each subsequent pView SoftBoard that is installed it is recommended that the port numbers should increase by 1 Port2. Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules 32 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 3 Certain parameters now need to be configured 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 ar da Ayeye Lengin number of calls queuing tarthis Skillset Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages 00 00 lt Message No Message RealTime Agent Alarms Time Bins Setup e Period Start Time Comparison Threshold Reports and Schedules o0 Message No Message Period Start Time Comparison Threshold 00 foo lt Message Mo Message a Select the System or the appropriate Skillset to which the alarms apply to and will be sent to Wallboard Skillset Syste Customer service Sales b Select the Parameter name that you wish to monitor and set the alarm against Parameter name AA NN40011 025 Issue 1 2 BCM Rls 6 0 33 ipView SoftBoard 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 messag
3. Hardware C Title Tick for a Title As with previous builds of the pView ooftBoards three of the displaying parameters will be lost if a title is shown Title E Title Text The title that will be shown Title Text Buzzer For alerts Buzzer Summary Ticking the summary box will display the flowing information in graphical format every hour on the hour Summary 9 Once the settings have been completed click Submit 24 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 10 A list of assigned and configured wallboards is now available Main Logout Help Admin Wallboard Setup Your assigned wallboards appear below Heal Time You are currently viewing Skillsets System 1 2 M Iri Wallboard Setup Name fi Wallboard Assignment system 10 1 1 241 3500 Software Edit Farameters Delete Messages Alarms Schedules Add Instant Messages Time Bins Setup Reports and Schedules 11 Repeat Steps 4 to 10 any other SoftBoards Remember to enter the appropriate port number entered during the installation of the SoftBoard 12 The edit the parameters that are to be displayed on the Wallboard click on Parameters Main Logout Help Admin Wallboard Setup Your assigned wallboards appear below Real Time mE You are currently viewing Skillsets System 1 2 Agent Alarms Wallboard Setup Wallboard Assignment system 10 1
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5. 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 Assigned Schedules Your wallboard schedules appear below Real Time You do not have any wallboard schedules configured Add Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages 36 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 3 he Add Schedule screen will be displayed Add Schedule Please input the details of the schedule below Wallboard System Hl Skillset Y Day Daily Agent Alarms e Time foo foo Print Schedules Real Time e Message Please dan tfargetto logout when you finish your shiftl Thankyou Wallboard Setup Wallboard Assignment cubmit Cancel Messages Alarms Schedules Instant Messages Time Bins Setup Reports 4 There are four settings required for a Wallboard schedule a Select either System or the desired Skillset Wallboard System H Skillset Lo Customer service Sales b Select the recurrence of the schedule Day Daily c Select the time at which you wish the message to display on the set recurrence Time o5 28 NN4001 1 025 Issue 1
6. 0 ipView SoftBoard 2 To close the Parameter View window click once more on the selected parameter value Note You do not have to close the Parameter View to change the displayed parameter With the Parameter View displayed to display a different parameter within the Parameter View window click with the left mouse button on the new parameter value History View 1 Click with the left mouse button on one of the parameter abbreviations or descriptions the History View window will be activated Abandoned calls in the current Day 0 Recent History Minutes 2 To close the History View window click once more on the selected parameter abbreviation or description History View will display a histogram representing the chosen parameter showing a column representing the minimum and maximum values for each minute for up to 15 minutes This allows the Agent to see the current trend for a selected parameter Note You do not have to close the History View to change the displayed parameter trend With the History View displayed to display a different parameter trend within the History View window click with the left mouse button on the new parameter abbreviation or description NN40011 025 Issue 1 2 BCM RIs 6 0 43 ipView SoftBoard Summary View When the Reporting for Contact Center application sends a summary to the wallboards it sends the daily and hourly totals for the following parameters Incoming
7. 1 21 3500 Software Edit Parameters Delete Messages Alarms Schedules Add Instant Messages Time Bins Setup Reports and Schedules NN4001 1 025 Issue 1 2 BCM RIs 6 0 25 ipView SoftBoard 13 Select from the drop down boxes the parameters which are to be displayed on the Wallboard 4 Edit Parameters Company X12 Please select the parameters you wish to have displayed an your wallboard Parameters in positions 1 2 and 3 are not available as a title has been selected for this wallboard FANE ps ar PEISH Number of Agents inthe Not Ready state Cancel In this example only 3 parameters are displayed as this softboard has a title Softboards without a title will have 6 configurable parameters 14 When a parameter is selected from a drop down box its concise description in displayed in the lower text box e g 1 prot v r2 4D v ea iD v pa OT v P5 SH Ps AH v Jueue Length number of calls queuing for this Skillset e g 2 p aL vi E vies v pa OT iv ps SH MPs AH m Number of Agents on Incoming calls 26 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard Below is a complete description of each parameter ID lH 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 c
8. Calls Outgoing Calls Abandoned Calls Grade of Service When a summary is received by pView it stores the hourly values so that when subsequent summaries are displayed by ipView it can show a series of four graphs showing the trend of the daily values of each of these parameters in turn The diagram below shows a montage of the various graphs that are displayed Only one graph is displayed at a time After a short duration the displayed graph is replaced by the next one The Summary View window will display itself whenever a summary is received from the Reporting for Contact Center application whether joView SoftBoard is in Long View or Short View SON of Incorning calls ip i xj EE y of Outgoing calls ee of Abandoned calls Grade of service Daily 60 Hourly 77 Montage of Summary Graphs with joView in Short View There is no need to manually close the Summary View Once the final graph has been displayed for a short period the Summary View will be closed automatically 44 0000000000000 NNA40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard Shutting Down ipView 1 To shut down pView left click with the mouse on the button top right in the joView window 2 You will be presented with a small dialog box asking you to confirm that you wish to close down your copy of joView as shown ipView EE o En x 99 ok to dose down ipview OK Cancel 3 Click on O
9. Favourite gt Instant Messaqes 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 a new message if required Existing messages AN agents are not ready and calls are waiting to be answered New message We have last D calls today send Cancel xj Company TZ NN4001 1 025 Issue 1 2 BCM Rls 6 0 31 ipView SoftBoard 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 2 When the messages are complete click on the Alarms heading under Wallboard Setup Click Add Logout Help amp dmin Assigned Alarms Your alarms appear below Real Time l You do not have any alarms configured for this Skillset Add lt
10. NEU MP 46 Congal ora rentas uei esu meatu DM UMP MM EM MN MO MES ERU EU EOM E 46 ADOUUIDVIOW iei teu tum aba sc pM EMEN MN DM UU IUE aes 46 Close IPVIOW scatto du date eines aston MEN NUMEN UI I MU 47 COngurire JOVIQW cedo stud Doe pd LEHRER ERE ERN ELE SEE RE 47 PIS AE PC 48 Graphing Misco eceeeneha Se 50 FS NO MN A anes hat cette TTE TOT OUR enact 52 Avaya Documentation Links 54 4 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard ipView Softboard Overview Avaya s joView Software WallBoard is often referred to as the ipView SoftBoard The joView SoftBoard is a Windows software application that provides software based IP enabled wallboards on the PC desktop of Contact Center Agents Contact Center Statistics and Messages from the Avaya Reporting for Contact Center application are displayed in Real Time on the joView SoftBoard Audible Alerts can be associated with certain events and histograms can be displayed to graphically show the changes in a particular Contact Center parameter over a rolling period of 15 minutes Configuring Reporting for Contact Center to operate with oView is exactly the same as configuring Reporting for Contact Center to operate with a hardware wallboard The joView SoftBoard is completely compatible with the jpView Hardware wallboard and a mixture of ipView hardware wallboards and jipView ooftBoards can be configur
11. to a new value overtype the old value and click the Apply button Note You must close down and restart joView SoftBoard before the new setting will take place Data Echoing IP Address List This is used to hold the list of IP addresses that you want joView SoftBoard to echo to a To add a new entry to the list type it into the dotted edit field above the Add and Remove buttons and then click the Add button b To remove an entry from the list highlight it in the list and then click the Remove button Note If you want to turn echoing off you do not need to remove all of the entries from the list All you have to do is to un check the Send to other wallboards checkbox NN4001 1 025 Issue 1 2 BCM RIs 6 0 53 ipView SoftBoard Avaya Documentation Links e PView SoftBoard Set Up and Operation guide e Reporting for Contact Center Setup and Operations guide e Reporting for Contact Center Troubleshooting and Maintenance guide 54 NN4001 1 025 Issue 1 2 BCM RIs 6 0
12. 2 BCM Rls 6 0 3 ipView SoftBoard d Select which message you wish to display at the scheduled time Message 4Ni agents are notreacy and calls are waiting to be answered AM agents are nat ready and calls are waiting to be answered A 5 Once all of the settings are complete click Submit 6 The schedule has now been configured Main Logout 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 Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules 7 Start the joView SoftBoard by double click on the ipView icon on the PC desktop m p y n SoftBoar 38 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 8 The joView window will appear The first time you start joView ooftBoard it will open in its default view which is the Short View Note When pView SoftBoard is first opened it may be necessary to populate the fields on the soft wallboard for example making an Agent Not Ready to reflect activity in the Contact Center The wallboard should then display data If the IP address of your copy of joView SoftBoard has been configured in the Wallboards Setup of Reporting for Contact Center Configuration and Reporting for Contact Center application is operational presently j
13. 6 0 41 ipView SoftBoard Message View If Reporting for Contact Center sends a message to the pView SoftBoard it is displayed in the Message View window Message View windows will appear whether oView is currently in Short View or Long View ip ie A Company lt T Message j J m Messages may be sent from the Reporting for Contact Center if Agents in the Not Ready State Queue Time for the oldest call secs Grade of Service Far the current Hour e A parameter goes into the alarm state and has a message associated with it e A scheduled message has been set to go at a certain time and that time has been reached e A user in Reporting for Contact Center decides to send an instant message All of these messages will be displayed in a Message View window The Message View window will be automatically removed when the message has been displayed for a short period Parameter View 1 Click with the left mouse button on one of the parameter values that is on the digits not the abbreviation or description the Parameter View window will be activated N umber of calls in the Abandoned calls in the current Day Agents in the Not ReadyState Queue Time forthe oldest call secs Grade of Service for the current Hour Agents Available to receive calls 42 NN40011 025 Issue 1 2 BCM RIs 6
14. AVAYA BCM Ris 6 0 ipView SoftBoard Task Based Guide ipView SoftBoard 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
15. Agent desktop go to the Agent PC and perform the following steps 1 Exit any Windows applications that are running 2 Open Internet Explorer In the address field type replacing the relevant part with your BCM IP address http lt bcm ip address gt Navigation Canceled Windows Internet Explorer Note You can also use the Web Page button in Element Manager to launch a web broswer session The BCM you wish to access must be selected in the Element Navigation Panel to do this Ey Network Elements Connection Information ly 10 1 12 10 1 1 66 IP Address 200 30 30 80 m Rid dics i Ej 200 30 30 30 73 UserID nnadmin L5 200 30 30 51 iy BCM Chester Password ttt S 200 30 30 77 s i TEST BCM50 R6 Inventory Information 1 30 80 SI EDO 360 LN ul L Na L System Name BCM50b 4 f you are presented with the Certificate Error window click on Continue to this website not recommended We recommend that you close this webpage and do not continue to this website Click here to close this webpage 9 More information 8 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 5 Accept any further security messages that you may get presented with Security Information X This page contains both secure and nonsecure items Do you want to display the nonsecure items 6 You will now see the login screen enter your BCM User name and Password By default these are set to Us
16. K to close ipView or click on Cancel to leave joView running Tooltray Icon When pView is running a small joView icon is placed in the Tooltray at the bottom right hand corner of the PC desktop S mE ue jene ren Hight clicking with the mouse on the pView Tooltray icon will cause the menu to appear Re play Summary gt Configuration About ipView A Close ipView NN4001 1 025 Issue 1 2 BCM RIs 6 0 45 ipView SoftBoard Re play Summary selecting this option causes the Re play Summary sub menu to appear All Re play Summary Incoming Configuration Outgoing About ipView Abandon Grade of Service Close ipView These options allow you to re play the most recently received summary You can choose to view All of the graphs again or just select to re play a single graph of interest either Incoming Outgoing and Abandoned or Grade of Service Note If the joView SoftBoard was not active at the time of the last Summary it will show no data Configuration Selecting this option allows you to have access to the joView Configuration Property Pages Refer to the Configuring joView section for these options About ipView selecting this option causes the dialog shown to appear The details of your version of joView may differ slightly than those shown here x loWiew TOPVIP enabled software wallboard Version Details Ipview Version 20 003 Compile Stamp 10 59 26 Feb 24 Network Informati
17. Number X Please specify the Port Number for this Skillset Back Cancel 5 Continue the installation from step 16 of the previous section 6 When all of the desired joView SoftBoards have been installed on the appropriate PC there will be an icon on the desktop relating to each separate board ipView ipView SoftBoard SoftBoard System Skill 1 7 Each ipView SoftBoard can now be opened simultaneously on the desktop 18 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard Configuring oView SoftBoard in Reporting for Contact Center 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 the Contact Center Connection link Administration Menu Welcome Contact Centre Connection l l Please select an option from the left hand side to continue system Administration Maintenance e Company Details Reporting NN4001 1 025 Issue 1 2 BCM RIs 6 0 19 ipView SoftBoard 3 hen the Select an IP Address drop down box 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 the Network Interface Card that is to be used to communicate with wallboards Select the IP address tha
18. are Such license ts limited to use in accordance with the terms of this Agreement ssl Do you accept all the terms of the preceding License Agreement If you choose Ma Setup Will clase To install pview SoftBoard you must accept this agreement lt Back E Tes b No 19 You will now be requested for the name of the Skillset that this wallboard will be used to display once it is running Type the name of the Skillset or type System for all Skillsets Skillset Name x Please enter the name of the Skillset which ipview will display data from ask your Administrator For all Skillets enter 5vstem Cancel 20 Click Next 140 0 0 0 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 21 You will now be requested for a port number This number is 3500 by default and remains at this setting Subsequent installations of the joView SoftBoard on this PC would require a different port number It is recommended that with each subsequent installation on each PC the port number should be incremented by 1 Click Next when the port number has been entered Port Number Please specify the Port Number for this Skillset For additional SoftBoards Port Number 1 i e 3501 3502 Cancel 22 The destination of the installation will now be displayed The default location can be used Click Next Choose Destination Location Setup will install pview SoftBaard in the following folder To install to this
19. e to be associated with this alarm should also be selected Period Start Time Comparison Threshold foo foo lt B Message No Messaqe 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 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 AA Humber oi Agents valable to receive calls RealTime Agent Alarms Wallboard Setup Wallboard Assignment Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages fos 30 f a Message No Message Period Start Time Comparison Threshold Reports and Schedules 12 12 oo 6 Message No Message Period Start Time Comparison Threshold 18 ao Message No Message Time Bins Setup Note If no time is selected left at 00 00 then the alarm will apply 24 hours per day 34 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 5 Click Submit Messages Alarms Period Start Time Comparison Threshold Schedules Instant Messages 08 30 lt s re Messa
20. ed within the Avaya Reporting for Contact Center application Additionally joView SoftBoards can relay their input to any number of other IP enabled wallboards either pView hardware wallboards or ipView ooftBoards joView SoftBoards on BCM when working in conjunction with Reporting for Contact Center will allow multiple installations on one PC This allows an Agent or Supervisor to view statistics on one or more Skillset Earlier versions allowed one or all of the Skillset statistics to be viewed This version allows a selection from the Skillsets and will display one or more joView SoftBoards on each PC Desktop Note joView SoftBoard can operate in 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 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 1 025 Issue 1 2 BCM RIs 6 0 5 ipView SoftBoard PC Requirements Display Graphics Card Operating System Compatibility joView has been verified for correct operation on the following Operating systems Operating System Windows XP Professional SP3 Windows Vista Business Ultimate 32 64 bit Professio
21. er 3500 Add Remove Data Echoing Options The joView SoftBoard running on one computer can be configured to send any information it receives to other copies of joView SoftBoard running on other computers or to joView SoftBoard physical hardware wallboards This is called echoing There is no limit to the number of copies of joView SoftBoard or joView physical WallBoards that can be echoed to To configure joView SoftBoard to echo to other wallboards click the Send to other wallboards option checkbox to place a tick in the checkbox When this option is checked the Data Echoing IP Address List and its Add and Hemove buttons become active 52 NN4001 1 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard Port Number You will not normally need to change this value This is the Port number on which the ipView SoftBoard software will listen for incoming data and which it uses to echo to other wallboards It may require changing if you wish to address wallboards that are on the other side of a firewall and your network administrators have decided on a particular range of Port numbers which software must use in order to communicate through the firewall lt is generally good practice to keep the same port number to echo data as you have set to receive data This means that the port number that is already entered in this field can usually be left as is If your network administrator advises you to change your Port number
22. er ID nnadmin Password PlsChgMe Click on OK A Please Enter Credentials nnadmin GLELDIDNDIDMDDNLD 7 In the Welcome to BCM window ensure the Main tab has been selected and the BCM button clicked Welcome to BCM CDon Mailbox Manager No update required Callpilot Manager No update required User Applications No update required Activity Reporter Basic No update required Business Applications No update required Business Element Manager No update required currently a Download Locations Run NN40011 025 Issue 1 2 BCM Rls 6 0 9 ipView SoftBoard 8 In the Applications area select User Applications and click on Run Applications wm us Mailbox Manager Callpilot Manager User Applications Activity Reporter Basic No update required Business Applications No update required Business Element Manager No update required currently a 9 Again accept any security messages that appear and if prompted enter any login details 10 The Business Applications page will appear Click on the ipView Softboard link AVAYA Home Contact Business Applications Reporter Applications Activity Reporter Basic Activity Reporter Contact Center Applications Reporting for Contact Center Multimedia Contact Center ipView Softboard Sp Additional Solutions Avaya DevConnect Program Documentation NN4001 1 025 Issue 1 2 BCM Rls 6 0 right section of the scree
23. 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 AVAY A 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 AS
24. folder click Next To install to a different folder click Browse and select another folder au can choose nat to install pview SotBoard by clicking Cancel to exit Setup Destination Folder Cs AITEL Inc Sipviews System Browse Back d Net f Cancel NN40011 025 Issue 1 2 BCM RIs 6 0 15 16 ipView SoftBoard 23 he default folder for the installation files will be displayed The default name can be used Click Next Select Program Folder Setup will add program icons to the Program Folder listed below You may toe a new folder name or select one fram the existing Folders list Click Nest to continue Program Folders E istinig Folders Administrative Tools Adobe Camtasia Studio 3 Canon Printer Uninstaller Computer Associates Games Google Earth HP Inv ew Call anagement Office i z Back T Neo Cancel 24 The installation will complete in a couple of seconds and the final screen will be displayed to inform you that the installation is complete Setup Complete You can launch ipyiew by double clicking on the ipyiew icon which has been added to your desktop On line Help is available within py ey cack Qf Fr D NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 25 A new icon will now be present on the PC desktop The name of the joView SoftBoard will relate to the name of the Skillset that this joView ooftBoard is to display statistics for ipview SoftBoar
25. from the Re play Duration drop list Sound Options When a parameter enters an alarm state or a Summary is received or replayed joView SoftBoard will provide an audible alert Note It is dependant on the user setup specifying in the Configuration of Reporting Contact Center that your joView SoftBoard should receive audible alerts The audible alert can be configured to be a simple default bleep or a sound file WAV can be specified Different or the same sound files can be played for Alarm alerts and Summary alerts To specify whether to play the default bleep or a sound file click on either the Default Bleep option radio button or the Sound File option radio button The audible alert can also be turned off To turn off the audible alert click the radio button beside the crossed speaker icon C EK If you select the Sound File option the Alarm File and Summary File Browse buttons become active They become inactive if the Default Bleep option is selected When the Sound File option is selected the Browse buttons can be used to browse your hard disk to select a sound file WAV that you wish to use as the Alarm or Summary audible alert NN4001 1 025 Issue 1 2 BCM RIs 6 0 91 ipView SoftBoard Echoing Tab The Echoing Tab is shown below Configuration XI View Graphing Echoing Data Echoing IP Address List Data Echoing Options 10 1 1 101 I Send to other wallboards Port Numb
26. ge No Massage Period Start Time Comparison Threshold Reports and Schedules Ba IP foo E Message No Message Time Bins Setup Period Start Time Comparison Threshold 18 o0 e Message No Message Period Start Time Comparison Threshold fog foo Meseage No Message Period Start Time Comparison Threshold fon foo Message No Message Period Start Time Comparison Threshold foo foo k aw Message No Messaqe Cancel 6 The Alarms configured will display on the Assigned Alarms screen Logout Help Admin Assigned Alarms Your alarms appear below Real Time Alarm Period Additional Skillset Parameter Period One Periods Agent Alarms One Details Configured System AA 08 30 lt 6 2 Edit Delete Wallboard Setup e Wallboard Assignment Messages Add Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules Note That the Alarm above has been configured with 2 additional alarm periods NN4001 1 025 Issue 1 2 BCM Rls 6 0 35 ipView SoftBoard In this example the alarm has been configured against System softboards Sma 4 Company XYz 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
27. he IP Address or Network name and CCERS Password below IP Address Netwark name 200 30 30 98 System Administration For ange CCRS Password Maint E Confirm CCRS Password Company Details Make historical data requests every 15 Minutes Select an IP Address 200 30 30 45 Reporting Wallboard and Real Time Refresh Interval 1 Second s Cancel 7 Enter the Reports and Schedules section of RCC ontact Centre Connection 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 fram the help tab at the top of screen and you may log aut at any time by pressing the log out button Wallboard Setup Time Bins Setup Reports and Schedules NN4001 1 025 Issue 1 2 BCM Rls 6 0 21 ipView SoftBoard 8 Click on Wallboard Setup Logout Help Admin Main Menu Welcome System Manager Real Time l l l l 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 If the user does not have any Skillsets assigned then you will not be able to go any further If this is the case logout and l
28. iew SoftBoard 4 When the message is complete click Submit In this example the message will appear on System wallboards that are open on PC s 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 x Company XYz 5 his message can be instantly sent to one or more wallboards hardware or software by clicking on the Instant Messages heading Instant Messages Please select a Skillset ta send an instant message to Heal Time 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 Messages 30 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 6 Select either System for the entire Contact Center or 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 ta send an instant message ta Real Time e 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
29. ileges 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 28 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 2 Click on Messages and then click Add Main gout Help Admin Messages Your messages appear below RealTime Y ou do not have any messages configured for these Skillsets Add Agent Alarms Wallboard Setup e Wallboard Assignment Messages lt Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules e 3 Type your message into the text box To make use of parameters in the message enter the abbreviation in brackets e g 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 4x to display a Real Time parameter in the message AM agents are not ready and calls are Agent Alarms waiting to be answered ml Cancel Wallboard Setup Wallboard Assignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules NN40011 025 Issue 1 2 BCM RIs 6 0 29 ipV
30. ion 3 37 MB From 10 1 1 66 Hun potentially harm your computer IF you da nat trust the source do nat QJ While Files from the Internet can be useful this file type can run ar save this software wv hat s the risk NN4001 1 025 Issue 1 2 BCM Rls 6 0 11 joView SoftBoard 13 The progress bars appear as the installation routine prepares itself 72 of ip iewSoftwareWallboard exe Completed Ioj x Opening JO pview software wallboard exe From 10 1 1 66 TTT TTT Estimated time left 27 sec 336 KB of 3 37 MB copied Download Eo Temporary Folder Transfer rate 112 KB sec Close this dialog box when download completes pen pen Folder 14 The files will be extracted In the Security Warning window click Run Internet Explorer Security Warning a X software Mame ipViewSoftwareWallboard exe This file does not have a valid digital signature that verifies its publisher You should only run software from publishers you trust How can I decide what software to run Choose Setup Language Select the language for this installation from 1 the choices below C p cone 12 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 16 Choose which dialect of English you wish to perform the installation in and click Next Language Dialect Selection X Please Choose English Dialect C English North Americal 17 The joView Splash Screen and the Welc
31. ithout the prior written permission of a duly authorised representative of IT EL NN4001 1 025 Issue 1 2 BCM Rls 6 0 3 ipView SoftBoard Table of Contents ipView SOTITDOGEGO iieri oos egi desc vauuveusey vue veut ooo dass 5 ew mo m 5 PO nedulrerelblls sessosekussetiivent ke vereda benc dad dated ci baci tx a evadat 6 Operating System Compatibility 6 Reguiked IntortmatlODenutsosoecte roti IDEE EE 6 miel b S ITO 7 Installing the ipView SoftBoard eeeeseeeeeeeeeeeeeeee 8 Installing Multiple jpView SoftBoards on one PC 17 Configuring joView SoftBoard in Reporting for Contact Center 19 Configuring Messages Alarms and Schedules 28 Asi isrs 8 rct E O 28 A 6 Ko ne en dst Gt atn Caput d tt Latus Eu edic C iiL arr 32 SCHECTER Message S ticiescut oett a is mulo ak eei eee ees 36 BI ODUN mc 41 LONG VIEW NR eC EL 41 Message VICW cccccccesecccceeseeccseseeeceeuseecceuseeessugeeecseaseeeseaueeetsageeessaaseessseseeeess 42 Parameter View cccccssscccceeseecceesececcesececseseeecsausceeseseeessaseeeeseaseessseseeessaeees 42 History VISW mE E 43 Wu camis TTT 44 Shutting Down ipView ssssseeseeeeeeeen nennen nnne nnne nnne nnn nnn 45 TOOMIPAY ICON per E 45 Replay SUMAN y sss ed duisi lets acai detec So MM MM UU
32. 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 NN4001 1 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 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 w
33. n Business Applications Reporter Applications Activity Reporter Basic Activity Reporter Contact Center Applications Reporting for Contact Center Multimedia Contact Center ipView Softboard Additional Solutions Avaya DevConnect Program Documentation This application is dependent on another application which requires a keycode Click here to connectto the Avaya Keycode Retrieval System 12 Click the Run button ipView SoftBoard 11 Then select the Download Wallboard IP View Client link from the ipView Softboard package for theweb Download Wallboard IP View Client ZA amp See Important Notes Below ipView is a software wallboard that works in conjunction with the Reporting for Contact Center Software This Windows program allows wallboard statistics to be viewed from aPC screen Agents will benefit from the real time Contact Center statistics alarms messages and summary reports provided on their desktop by joView Softboard Audible alerts can be associated with certain events and histograms can be displayed to graphically show the changes in a particular Contact Center parameter over a rolling period of 15 minutes ipView is included as part of Reporting for Call Center Configuring ioView is an intuitive logical extension of confiaurina the IP hard File Download Security Warning X Do you want to run or save this file r Mame ipViewSafEwareWallbaard exe Type Applicat
34. nal Ultimate 32 64 bit Windows Server 2008 Standard Edition R2 32 64 bit Required Information e Logon information for the PC running Reporting Contact Center e Parameters Alarms and Messages that are to be displayed e he language that each software pView SoftBoard will display it s parameters in e he name of the PC s on which the jpView SoftBoard will reside 6 NN4001 1 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard Flow Chart This flowchart depicts the relevant steps required to install and configure the PView Softboard application on a desk top PC Install the PView Softboard refer to the Installing the ipView SoftBoard section of this guide Configure the PView Softboard in Reporting for Contact Centre refer to the Configuring ipView SoftBoard in Reporting for Contact Center section of this guide Configure the display information refer to the Configuring Messages Alarms and Schedules section of this guide Configure User Settings on the PView ooftboard refer to the Configuring ipView section of this guide Configure Echoing for any Slave Boards refer to the Echoing Tab section of this guide NN4001 1 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard Installing the ipView SoftBoard You can install the jpView SoftBoard onto any PC Desktop that is connected via the network to the Reporting for Contact Center Web Host PC with the TCP IP protocol To install the joView SoftBoard onto an
35. ng Wiew Options f Short View abbreviations t Long View descriptions Always On Top Options t Always On Top t Never On Top f On Top For Alerting Last Position Options f Open at last location t Open at default location View Tab View Options joView SoftBoard can be viewed either in Short View or Long View In Short View abbreviations are used to display the parameter identity and in Long View more complete text descriptions are used to display the parameter identity Most users start by using Long View for a few days until they get to know which parameters are being sent to them Then they change to Short View as this takes up less screen area You can choose which view you prefer joView SoftBoard to start up in each time joView SoftBoard is launched a To have joView SoftBoard start up in the Short View click the Short View option radio button b To have joView SoftBoard start up in the Long View click the Long View option radio button 48 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard Always On Top Options When you have several programs running on your desktop their windows will overlap so that only a portion of some windows will be visible because other windows are in front or on top of them some smaller programs may be completely obscured by other larger windows The way in which joView SoftBoard positions itself with respect to the windows of other programs can be s
36. oView ooftBoard will start to display information The information it receives will depend on what has been configured by the user of the Reporting for Contact Center application A typical joView ooftBoard display in the alternative Long view is shown below NN4001 1 025 Issue 1 2 BCM Rls 6 0 39 ipView SoftBoard To better understand what the abbreviations represent point to one of the abbreviations using your mouse pointer and you will see a tip A Grade of Service Far the current Hour lf the user of the Reporting for Contact Center has set a threshold for any of the parameters which are being displayed on your copy of joView SoftBoard and one of those parameters exceeds that threshold the parameter value will be displayed in blinking red The Parameter is said to be in the alarm state If the user has configured it there may be an associated audible alert 40 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard Display Options The joView SoftBoard can be viewed in a variety of displays Long View You can set pView to operate in Long View In Long View the two letter abbreviations for the parameters are replaced by longer descriptions To select Long View right click in the joView window and a small menu will appear The first option is Set Long View Selecting this will cause oView to adjust its view to the Long View ipView System NN4001 1 025 Issue 1 2 BCM Rls
37. oView SoftBoard resides on In this example the PC s address of 10 1 1 21 has been entered IP Metwark Mame fi 0 1 1 21 b Port The port number which we configured for the PC to receive RCC data through Unless you are running several copies of ipView SoftBoard on the same Agent desktop you can leave this at the default of 3500 Fort 3500 Note For multiple instances of ipView SoftBoard on a single PC desktop you must use a different port number for each copy of ipView ooftBoard Use 3500 for the first installation of ipView SoftBoard 3501 for the second 3502 for the third and so on You can re use these numbers on another Agent s PC s desktop but the Port numbers used on a single PC desktop must be different from one another NN4001 1 025 Issue 1 2 BCM RIs 6 0 23 ipView SoftBoard C Wallboard Skillset The Skillset or System for the entire Contact Center For this example we will set it to System for port 3500 Skil1 would be chosen if we were configuring the ipView ooftBoard for Skill1 the port number would then be 3501 Wallboard skillset System Customer service Sales Language The language that we wish our ipView SoftBoard to display in The language would make a difference on a SoftBoard by altering the letters in the abbreviations and the long view would display in the desired language Language United Kingdom English Type Software for the joView SoftBoard Type Software
38. og in with a username that has the appropriate rights For further information on creating users and assigning Skillsets see the ITEL Reporting for Contact Center Guide 9 Click Wallboard Assignment Click Add Main Admin Wallboard Setup Your assigned wallboards appear below Real Time mE l 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 Azzignment Messages Alarms Schedules Instant Messages Time Bins Setup Reports and Schedules e 22 NN40011 025 Issue 1 2 BCM RIs 6 0 ipView SoftBoard 10 On the following screen the ipView SoftBoard will be configured For this you will need to know the IP Address or Network Name of the PC s has an ipView SoftBoard installed Help Admin Add Wallboard Please input the values for the wallboard below IP Network Mame Agent Alarms e Port 3500 Wallboard Skillset System Heal lime Wallboard Set qu i Language United Kingdom English Wallboard Assignment Messages Type Software Hardware C Alarms Schedules Title E Instant Messages m END Time Bins Setup Buzzer Summary a Reports and Schedules Cancel 11 Enter the following parameters a IP Network Name The IP Address or Network Name of the PC which the j
39. ome screens appear Click on Next Welcome l X Welcome to the ipview SoftBoard Setup program This program will install ipview SoftE oard on your a computer It i strongly recommended that you exit all Windows programs before running this Setup program Click Cancel to quit Setup and then close any programs you have running Click Nest to continue with the Setup program WARNING This program rs protected by copyright law and international treaties Unauthorized repraduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and Will be prosecuted to the maximum extent possible under law Cancel NN40011 025 Issue 1 2 BCM RIs 6 0 13 ipView SoftBoard 18 The license agreement appears Select Yes Software License Agreement x Please read the following License Agreement Press the PAGE DOWN kep to see the rest of the agreement I iew SOFTWARE LICENSE AGREEMENT CAUTION READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE 1 Grant of License Grant of License from Itel This document Agreement is the legal Agreement which will govern use of the tel distributed product called ipview software and its associated documentation That product and documentation is called Software in the Agreement Itel hereby grants bo any user which has acquired the Software fram tel or from a Ital Authorized Distributor you a license to use the Softw
40. on Local IP Address 10 1 1 26 Copyright C 2003 ITEL Ine joView About Box Note In order for the Reporting for Contact Center user to configure your copy of joView within Reporting for Contact Center they will need to know the IP Address of your PC The joView About box provides a simple and quick way of discovering your IP Address 46 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard Close ipView Selecting this option starts the shut down process in exactly the same fashion as if the button top right on the joView window had been clicked Configuring ipView To access the Configuration Property Pages right click in the joView window and a small menu will appear ipView x N E AN Set Long View The second option is Configuration The joView SoftBoard Configuration Property Pages appear There are three tabs within the joView SoftBoard Configuration Property Pages The options which can be selected and set are grouped together under these headings e View The View Tab groups together options which relate to the ipView appearance and position on the PC desktop e Graphing The Graphing Tab groups together options which relate to the ipView graphs and sounds e Echoing The Echoing Tab groups together the options that control the echoing of the received data to other wallboards NN4001 1 025 Issue 1 2 BCM Rls 6 0 47 ipView SoftBoard Configuration System VIEW Graphing Echoi
41. pecified The options are a Always On Top The joView SoftBoard window is always visible it stays in front of all other application windows even when the other applications are the currently active window This allows you to be using a full screen application and still see the joView SoftBoard window b Never On Top The joView SoftBoard window is only visible when there are no other applications or windows opened on top or in front of it c On Top For Alerting This option behaves like the Never On Top option except that if joView SoftBoard receives either a text message or a summary or a parameter goes into the Alarm state the joView SoftBoard window will move to the front so that you can see it Using any of the windows of the other applications causes them to move in front of the joView SoftBoard window once again Last Position Options joView SoftBoard can be configured to start up at either its default location top right on the desktop or the screen position at which joView SoftBoard was previously closed down a To have joView SoftBoard start up at its last screen location click the Open at last location option radio button b To have ipView SoftBoard start up in the default location click the Open at default location option radio button NN4001 1 025 Issue 1 2 BCM RIs 6 0 49 ipView SoftBoard Graphing Tab Configuration ELLE x View Graphing Echoing M Trend Graph Colours E Minim
42. t 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 below Contact Centre Connection IP Address Network name 200 30 30 98 System Administration Part gg EE CCRS Password PO a Confirm CCRS Password PO Make historical data requests every 15 Minutes select an IP Address 200 30 30 45 m Reporting Wallboard and Real Time Refresh Interval fi Second s Cancel Company Details 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 To see the Contact Center Connection Screen you must be logged in as an administrator of RCC 4 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 Wallboard and Real Time Refresh Interval 1 Seconds 5 Click Submit 20 NN40011 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard 6 Click on the Reporting link Main Logout Help Admin Contact Centre Connection Please enter t
43. um Colour Change Maximum Colour Change Summary Options Display Range a EN Replay duration 15sec v r Sound Options C aK Default Bleep Sound File Alarm File IC WINNT Media chord wav Browse Summary File C AWINNT Media notify wav Browse Cancel Trend Graph Colours The colours used in the History View trend graph for the Maximum and Minimum portions of the histograms can be defined The colours currently being used are displayed a To specify the colour used for the Minimum portion of the trend graph columns click on the Change button beside the Minimum Colour option b To specify the colour used for the Maximum portion of the trend graph columns click on the Change button beside the Maximum Colour option Summary Options a Display Range Summaries can be configured to show the previous 12 hours or the previous 24 hours Select either 12 Hour or 24 Hour from the Display Range drop list b Re play Duration The most recent summary can be replayed by right clicking on the jpView SoftBoard icon in the Tooltray and selecting the Re play Summary option When you select to Replay All the Incoming Summary Outgoing Abandoned and Grade of Service summaries are displayed in turn 50 NN4001 1 025 Issue 1 2 BCM Rls 6 0 ipView SoftBoard You can specify the period each of these summaries is displayed for by selecting 10 sec 15 sec 20 sec 25 sec or 30 sec
44. urrent 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 96 Grade of Service offered in the current Day 96 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 Agents 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 15 When the choices are complete click Submit NN4001 1 025 Issue 1 2 BCM Rls 6 0 21 ipView SoftBoard 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 SoftBoard for approximately 40 seconds 1 Access Reporting for Contact Center and go into the Wallboard Setup section You must log into RCC as a user who has Wallboard priv
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