Avaya Call Center Reporting Upgrade Guide
Contents
1. Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Table of Contents ii References wii ein dana enna 31 Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 iii Table of Figures Table of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Figure 18 Figure 19 Figure 20 InstallShield Initialization Dialog cccceccccsseesseesceseeesecesecesecesecesecaaecscenaecsaecseeeaeseneeeaeseeseeneeenseecaeeaeeenes 10 InstallShield Windows Installer Configuration Dialog cccecccesceseceseeseeeseeseecaeeeseeeeeeeeeeeeeneenaecseeeaeeenes 10 InstallShield Wizard Start Dialog cecccesccssseesseesceeseeeeceeceseceseceaecaaecseeaeceaecseecaeeeaeeeeeseeeseenreneecaeeeeenes 11 License Agreement Dialog ccceecceescesscesecesseeseeeseesseeseensecnsecsaecssecaaecaaesaecaaecseecaeseaeeeseseeesreeseeeseeeneeeaeeenes 12 Customer Information Dialog ccceeccesccesecesseeseeeseeseeeseensecsecesecsaecaaecsaesaecaaecseecseseneeeaeseesrenareeaeceeeaeeeaes 13 Choose Destination LO catiOm aaaea re a aE cd seed sous xs e an a E pe E aan aa Raana oo tian t T EESE ana EES EEEE AARSE EREE 14 Setup Status Dial gee ss A EE E AAE E 15 Database Installation Dialog ss sesssesesseeseeeersessersessterssststestesersesstere2. Ask the Customer what they would like the new password to be set to The password can be from 1 to 4 digits and can be anything apart from 0000 Enter the new password in the New Password field and then enter the same password in the Confirm password field If there were any differences between the two entries you will be informed that the password and confirmation do not match and you will need to re enter the password in both fields once more If you have successfully entered the new password correctly in both fields you will be presented with the Administration Menu page shown below Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 21 Administration Menu E http localhost rcc admin_pages admin_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx Q x a A Search Sie Favorites media g 2 ee E http flocalhostjrcc admin_pages admin_index asp NORTEL aks Administration Administration Menu Call Center Connection Welcome System Administration Please select an option from the left hand side to continue Maintenance Company Details Reporting e Local intranet Figure 13 Administration Menu Page The options that are available to an Administrator are listed down the left hand side of the page These will be described in turn below Call Center Connection The Call Center Connections option allows you to specify the ne
3. esearchweb g2 Hrezblocked E autoril EJ Maloptions A Real Time Summary Print Schedules Please select the Skillsets you wish to view in Real Time from the list below Real Time Skillset Names Real Time Summary Real Time Detail Agent Alarms Wallboard Setup Time Bins Setup Reports SelectAll Call Summary Create Favourite Favourites You have no favourites saved m E OON Figure 19 Real Time Summary Skillset Selection page with all Skillsets Selected Click on the Call Summary button You will be presented with the Call Summary Real Time screen shown below Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 29 F http goatfish rcc realtime_pages realtime_embedded_skillset asp skillsets 10 5 1 7 8 9 2 3 4 Microsoft Internet Explorer la xj File Edt View Favorites Tools Help amp Qax O x 2 5 Search 5 Favorites media O oS 1T 3 Address http sfooatfishyrecjrealtime _pages realtime_embedded_skillset asp skillsets 10 5 1 7 8 9 2 3 4 6 z Go Links Google m amp Seachweb g2 Ghezblocked E autorii E feaoptions A NORTEL NETWORKS N Real Time Summary a Print Schedules Agent
4. Installer Configuration Dialog The dialog shown in Figure 2 prepares the Wizard which is required to install the Nortel Networks Reporting for Call Center files on the Web Host PC Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 11 InstallShield Wizard amp Welcome to the InstallShield Wizard for Reporting for Call Center 3 5 ard will install Reporting for Call Center 3 5 on your computer To continue InstallShield Figure 3 InstallShield Wizard Start Dialog The dialog shown in Figure 3 is the Welcome dialog If you wish to cancel the installation procedure click on the Cancel button To proceed click on the Next button Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 12 Installation InstallShield Wizard License Agreement Please read the following license agreement carefully Press the PAGE DOWN key to see the rest of the agreement Nortel Networks Corporation Nortel Networks Call Center Reporting 3 0 SOFTWARE LICENCE AGREEMENT CAUTION PLEASE READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE 1 Grant of Licence Grant of Licence from Nortel Networks Corporation Nortel This document Agreement is the legal Agreement which will govern use of the Nortel distributed product called Nortel Networks Reporting for Call Center 3 5and its associated documentation That product and documentation is called Software
5. Summary Hide Agent Summary RealTime Skillset Logged in Supervising Available es wee Break Kail Detar R foetal Nene Real Time Summary sent culls iiaa call Call Call Held Real Time Detail Grouping 2 o 2 o o o Q o o o JA e 1 Development 1 0 1 o o o 0 0 0 0 Agent Alarms 2 Sales 1 o o o o o o o o 3 Support o 0 0 it 0 it is it 0 it 4 Training SL o 1 0 o o 0 o o 0 Wallboard Setup 5 Admin o o o o o o o 0 o o p 6 Warehouse o o 0 o o o G ia 0 0 Time Bins Setup 7__Help Desk o o o o o o o o o o 8 Marketing is o o a o 0 0 0 0 0 9 Personnel o o o o o o o o o it Reports 0 Accounts D o o o o o 0 o o o v Call Summary Hide Skillset Call Summary Incoming Call Center Calls E 3 Answered Abandoned Unread Skillset Waiting panay fgg Overflow vatna Pal Gos SRS H y Hour Day Msgs 1 Development is o ojo 0 00 00 00 0 100 Day 2 Sales o o ojo o 3 Support in ia o o 0 4 Training 0 ia ojo 0 5_ Admin o fe ojo o 6 Warehouse o in ojo Q 7_ Help Desk ia in ojo in 8 Marketing ia in ojo ia 9 Personnel o in ojo o 00 00 10 Accounts 0 ia ojo 0 00 00 00 100 Day Grouping 0 o ojo 0 00 00 00 100 v Connection Status a E Applet MyApplet started T M Localintranet Figure 20 Real Time Summary screen Note The list of Skillset names will reflect your actual Call Center configuration The names displayed on your system will be different and there may be more or less than the example shown here The numerical
6. in the configuration and maintenance of the Nortel Networks Reporting for Call Center software Can the old Master PC be used as the Web Host PC If the PC hardware and Operating System meet the minimum specifications then the answer is Yes See the section Can the new software co reside with the old software below Do I have to remove the old Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 software No but you can if it is no longer needed See the section Can the new software co reside with the old software below Can the new software co reside with the old software None of the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software is required for the operation of the new Nortel Networks Reporting for Call Center software However the customer may wish to retain the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software in order to allow them to review the historical reports that were gathered with their old system Leaving the Nortel Networks Call Center Reporting 2 5 3 0 3 5 Master or Multiple Client software on the PC which is going to be used as the Web Host PC will not affect the operation of Nortel Networks Reporting for Call Center The two different applications can co reside on the same PC with no interaction That is installing Nortel Networks Reporting for Call Center onto a PC on which Nortel Networks Call Center Reporting 2 5 3 0 3 5 is already installed will not cause either of the applicatio
7. the Nortel Networks Reporting for Call Center configuration and statistical database TCP IP Protocol The Call Center platform and Nortel Networks Reporting for Call Center use the industry standard TCP IP protocol for communication between the Call Center and the Nortel Networks Reporting for Call Center Web Host PC This means the Windows Network component is required for the Nortel Networks Reporting for Call Center Web Host PC The Nortel Networks Reporting for Call Center installation process does not install the Windows Network component For instructions on installing the Windows Networking component refer to your network or Windows documentation Checking whether the Windows Networking Component Is Installed To check that the Windows Network component is set up properly on a PC in order for it to operate as a Web Host PC the following steps must be performed Note If your company has a network administrator check with your administrator before changing any network configuration parameters 1 Start the Windows system on the PC that will have the Nortel Networks Reporting for Call Center application installed 2 On the Windows taskbar click Start point to Settings and then click Control Panel The Control Panel window appears If you are using the Windows 2000 operating system double click instead on Networking and Dial up Connections The Networking and Dial up Connections window appears If you are using the Wind
8. 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 Figure 16 User Main Menu Click on the Real Time option You will be presented with the Real Time Menu page shown below Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 26 Accessing the Real Time Screens E http goatfish rcc realtime_pages realtime_index asp Microsoft Internet Explorer File Edt View Favorites Tools Help 7 Te Qx O x 2 A sh Serate Amea O o S i Address http goatfish rcc realtime_pages realtime_index asp z BE Links He Google search web 32 Frezblocked F autor FY Paloptions g NORTEL NETWORKS Real Time Menu Print Schedules Welcome System Manager Please select a Real Time view from the links on the left hand side of the RealTime i i screen These screens will launch in their own window Real Time Summary Real Time Detail Agent Alarms Wallboard Setup Time Bins Setup Reports Figure 17 Real Time menu page Click on the Real Time Summary option You will be presented with the real Time Summary Skillset Selection page shown below Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 27 F http goatfish rcc realtime_pages realtime_skillset asp Micros
9. NORTEL NETWORKS Upgrading from Call Center Reporting to Reporting for Call Center www nortelnetworks com 2004 Nortel Networks P1012914 Issue 01 i Table of Contents Table of Contents SANA SINS CO acs sicx gies sce odes pace eine de tetsceces pias eisbedececabscesessksiszadebeaetecends 1 How to use this guide sssssssssssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 2 ItrOGUCUON MERE AE E E A ae ee ae EE AA 2 How this Quide iS organized vesireitin ent iena EEEE EAE EET EEEREN 2 Introduction ssssssssasssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nennen nnmnnn nenna 3 Introductionis orase aa tate chat teu a a 3 New Brand New Product Architecture 0 ccccccceceeeceeceeeeeeeseneeeeeeeeeeeeeteneees 3 New Browser Based Interface ccccecceceeeeeeeeeceneceeeeeeeseneeeeeeeeeeeetenaeees 3 New Web Host PC Software cccccccceeceeceeeeeeeeececeneceeeeeeesenaeaeeeeeeeeeeeeneees 3 New There is No Multiple Client software to install ccccceeeeteeeeeeeees 3 New There is No Upload of Call Center Configuration ec cess 3 Can the old Master PC be used as the Web Host PC 00 ceceeeeeeeeetteees 4 Do have to remove the old Nortel Networks Call Center Reporting 2 5 3 0 00 325 SOMWANE a a Sasandecihsvaeiids Lame a a aL 4 Can the new software co reside with the old software seeeeeteee 4 Minimum PC and Operating System
10. Requirement 0 ccceeeeeeeeeeeteeeeteeeees 5 Operating System Compatibility 0 0 0 eeceeeee scene ee eeeeeeeeeaeeeeenaeeeeeeneeeeenaes 5 MEAS CA ATION secceccecciccs cctetesacevssdecsatehesadececcts setecesesasenceacecenacs settecsaceteneneiecs 7 WWTKOGDUCHON tasieteccsctet tbe EE E EE abba tied Abeed ddd sath vad EEEE 7 Installation prerequisites er eieaa aaa a a a aaae tedvdedes teat ide 7 Installing Nortel Networks Reporting for Call Center software ceeeeeeeee 8 TOPP Protocols n a na dated tea a sete ni a e ea eaaa aaae aaa AAL TEA 8 Checking whether the Windows Networking Component Is Installed 8 Installing Nortel Networks Reporting for Call Center ceeseeeeeeeeeeeeeeeees 9 Conng uratiO NM eeen a a teaseeseceasnenntencanteeeecensntnsssacneeccatnns 18 Quick Steps to Configure Nortel Networks Reporting for Call Center 18 Before You BeGiIN tected cet aeie dats tended edeeienedeeeiee eesti 18 LOGGING Nisis a eee ee aeie ai eiii 18 Changing Default PaSSWOrd cee eeeeceeeeeeeeeeneeeeeseneeeeseaeeeeeeeaeeeeseeaeeeteenaeeeeeaas 19 Administration Mene uis 23 ate ieertasvtea hte ugk saad Gaeta e ade sl teats 21 Call Center Connection sroine e a ai aa r a e 21 Verification e oa osa e eaa oeae e Eaa en re ete 24 Accessing the Real Time Screens 0 ceccceccccceeeeeeeceeeeeeeeeetescncaeaeeeeeeeseseaeeas 24 Reporting Option e a ra EE a ae aea aA T a ea eii 24
11. Windows 2000 Service SP2 Microsoft Windows XP Professional Web Server Microsoft Internet Information Services 4 or higher Hard Disk Space Required For installation of application on Web Server 20 MB Storage space required for Historical Data approx 256 bytes per call Operating System Compatibility Nortel Networks Reporting for Call Center has been verified for correct operation on the following Operating Systems Operating System Version Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 6 Introduction Windows NT 4 00 1381 Windows 2000 5 00 2195 Windows XP Professional Version 2002 Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 7 Installation 3 Introduction This chapter describes the installation prerequisites and how to install the Nortel Networks Reporting for Call Center software on the Windows Personal Computer you wish to use as the Web Host PC The Web Host PC is the one which will communicate with Nortel Networks Call Center The Web Host PC also stores the Call Center statistical database and the Nortel Networks Reporting for Call Center user interface which is configured as a web site Other network users can use Internet Explorer to browse to the Nortel Networks Reporting for Call Center web site on the Web Host PC to access the software features and obtain Real Time displays and Reports Installation prerequisites Befo
12. cc admin_pages admin_index asp Microsoft Internet Explorer File Edit View Favorites Tools Help QO ex X T x 2 N search Pp Favortes A meda O B t T 3 Address http goatfish recjadmin_pagesfadmin_indexasp 0 YG is gt gt Google Search web Ghezblocked Elar E Pd options A N amp RTEL os Administration Administration Menu Call Center Connection Welcome System Administration Please select an option from the left hand side to continue Maintenance Company Details Reporting j i E Local intranet Figure 15 Administration Menu page You will be presented with the Main Menu normally seen by regular non Administrative Users when they Log In to Nortel Networks Reporting for Call Center This is shown below Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 25 a E http goatfish rcc main main_index asp Microsoft Internet Explorer File Edt View Favorites Tools Help Qm O 2D swe rene e O lS Address http goatfish rcc main main_index asp gt BE Links 2 Google Psearch web 42 Ehez blocked E Autori el Ed options NORTEL NETWORKS Main Menu Print Schedules Welcome System Manager From this screen you can navigate to the various areas of Reporting for Call Real Time Center Agent Alarms Help is available within each section from
13. e Call Center in order to obtain the historical statistical information and Real Time screen information The wallboards are also driven from the Web Host PC New There is No Multiple Client software to install In the Nortel Networks Reporting for Call Center streams the customer had to install Multiple Client software onto other PCs in order to view the Real Time screens or Reports from those PCs With Nortel Networks Reporting for Call Center the users of those other PCs use Internet Explorer to browse back to the Web Host PC in order to access the Real Time screens and Reports There is no longer any Client software required for the those other PCs New There is No Upload of Call Center Configuration In the Nortel Networks Call Center Reporting 2 5 3 0 3 5 streams the customer had to upload the Call Center configuration in order to see the Agent Line and Skillset names in the Reports and Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 4 Introduction Real Time screens If they ever changed the Call Center configuration they had to remember to perform the Configuration Upload step again Nortel Networks Reporting for Call Center automatically obtains the information it needs for the Real Time screens and Reports from the Call Center and does not need to store a copy of the Call Center configuration Because of this there is no Upload Configuration step required
14. ented with the page below Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 19 E http localhost rcc main login asp Microsoft Internet Explorer File Edit View Favorites Tools Help Back x a cA ya Search Sie Favorites A Media H R ey E Address amp http localhost rec main login asp gt Go Links gt NORTEL NETWORKS Login Welcome to Nortel Networks Reporting for Call Centre Please login using your username and password below Username Password q Lv Local intranet Figure 11 Log In page Note A System Administrator is already set up for you with a default password You will be required to change this password the first time you login Enter the username admin and the password 0000 and click on the Login button You will be presented with the Change Password page shown below Changing Default Password Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 20 Configuration E http localhost rcc main change_login_admin asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx amp x a CA pe Search Ip Favorites media A B a eS Address amp http localhost rcc main change_login_admin asp NORTEL NETWORKS Change Password Please input a new password below New password Confirm password i 3 Local intranet Figure 12 Change Password Page
15. es 31 References 1 McKay David Reporting for Call Center Set Up and Operations Guide Issue 01 Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 32 References Index A Administration Menu 2 20 21 24 Administration Menu Page 2 21 Administrator 7 19 21 22 Agent 3 Architecture 2 3 B Browser 2 3 9 Business Communications Manager 9 22 29 C Call Center 2 3 4 7 8 18 21 22 23 29 30 Call Center Configuration 2 3 Call Center Connection 2 21 22 29 30 Call Center Connection page 21 30 Change History 1 Change Password Page 2 20 Control Panel 8 H How this guide is organized 2 How to use this guide 2 HTTP 22 HTTPS 22 23 IBM 5 Install Clients page 9 Installation 2 7 8 15 16 18 InstallShield 2 10 11 Intel 5 Internet Explorer 3 5 7 9 18 Internet Information Services 5 7 Introduction 2 3 7 IP Address 9 18 21 22 29 L License Agreement 2 12 13 Log In 2 18 19 24 30 Log In Page 2 18 19 M Master PC 2 4 5 Microprocessor 5 Microsoft 5 7 Mouse 5 Multiple Client 2 3 4 MySQL database 15 N Network Name 21 22 29 Nortel Networks Call Center Reporting 2 3 4 5 8 18 Nortel Networks Reporting for Call Center 2 3 4 5 7 8 9 10 14 16 17 18 22 24 29 30 31 O Operating System 2 4 5 P Password 2 19 20 22 30 Pentium 5 R Real Time scree
16. figures will be different and some of the green cells may be showing yellow or red as these will reflect the real state of your actual Call Center Notice the green indicator beside the text Connection Status at the bottom of the screen If this indicator shows Red then Nortel Networks Reporting for Call Center and the Call Center are not communicating If you do not see a green indicator check these items 1 Ensure you have correctly entered the IP Address or Network Name of the Call Center Business Communications Manager into IP Address Network Name field the Call Center Connection Page as detailed on page 22 Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 30 Accessing the Real Time Screens 2 Ensure you have correctly entered the CCRS password into the CCRS Password and Confirm CCRS Password fields of the Call Center Connection Page as detailed on page 22 3 Ensure you have configured the Call Center through CallPilot Manager to have the same CCRS password as you are entering into the Call Center Connection page When you have checked these items Log Out of Nortel Networks Reporting for Call Center Log In again and then repeat the steps detailed in this chapter Note Remember to Log In with the new password you entered in the Change Password page shown on page 20 not the default of 0000 Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Referenc
17. from Call Center Reporting to Reporting for Call Center Issue 1 1 Change History 1 Change History Issue 01 01 15 Dec 2003 1 Original Release Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center How To Use This Guide 2 How to use this guide 1 Introduction This guide is designed to guide you through the process of upgrading an installation of Nortel Networks Call Center Reporting 2 5 3 0 3 5 to Nortel Networks Reporting for Call Center This chapter tells you what to expect as you read this guide and how information in this guide is presented How this guide is organized The Upgrading from Call Center Reporting to Reporting for Call Center guide is organized according to the following chapters How to use this guide Provides a brief overview identifying the organization of this guide Introduction Gives a foundation to the understanding of the upgrade process and what is involved Describes some differences between the old architecture products and the new architecture Answers some questions you may have about the upgrade process Installation Describes how to Install Nortel Networks Reporting for Call Center Configuration Describes how to configure Nortel Networks Reporting for Call Center to the point where you can verify that the installation was successful and that the Verification stage can be undertaken to confirm that communication has been established with the Call Ce
18. in the Agreement Nortel hereby grants to any user which has acquired the Software from Nortel or from a Nortel Authorized Distributor You a licence to use the Software Such licence is limited to use in accordance with the terms of this Agreement InstallShield Figure 4 License Agreement Dialog The dialog shown in Figure 4 is the License Agreement dialog To proceed with the installation you must click the Yes button To cancel the installation click on the No button To return to the Welcome dialog click on the Back button Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 13 InstallShield Wizard X Customer Information Please enter your information User Name Company Name Install this application for Anyone who uses this computer all users Only for me David McKay installed lt Back on RRL cance Figure 5 Customer Information Dialog If you clicked the Yes button in the License Agreement dialog shown in Figure 4 you will be presented with the dialog shown in Figure 4 This is the Customer Information dialog Enter your user name in the User Name field Enter the Company Name in the Company Name field When you have entered these fields the Next button will become available Until you have entered these fields the Next button is greyed out To proceed with the installation click the Next button To cancel the installation clic
19. ing for Call Center link Information on the Nortel Networks Reporting for Call Center application will appear in the browser window You may need to scroll down through the page to see the button which install the application Click on the Nortel Networks Reporting for Call Center button A dialog will appear from which you can select to either Run this program from its current location or Save this program to disk The default option is Save this program to disk Click on OK The following dialog box will appear Please wait Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 10 Installation lt 4j Nortel Networks Reporting For Call Center 3 5 InstallShield Wizard Extracting Files The contents of this package are being extracted Please wait while the InstallShield Wizard extracts the files needed to install Nortel Networks Reporting For Call Center 3 5 on your computer This may take a few moments Reading contents of package SSS Figure 1 InstallShield Initialization Dialog The Extracting Files dialog shown in Figure 1 prepares the installation files required to install the Nortel Networks Reporting for Call Center files on the Web Host PC InstallShield Wizard Reporting for Call Center 3 5 Setup is preparing the InstallShield Wizard which will guide you through the program setup process I Please wait Configuring Windows Installer Figure 2 InstallShield Windows
20. k on the Cancel button To return to the License Agreement dialog click on the Back button Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 14 Installation InstallShield Wizard 1 Choose Destination Location Select folder where setup will install files Setup will install Reporting for Call Center 3 5 in the following folder Ta install to this folder click Next To install to a different folder click Browse and select another folder Destination Folder Ee ortel Networks Reporting for Call Center 3 55 InstallShield Figure 6 Choose Destination Location If you clicked the Next button in the Customer Information dialog shown in Figure 5 you will be presented with the dialog shown in Figure 6 This is the Choose Destination Location dialog If you do not wish to install Nortel Networks Reporting for Call Center on the default drive C click the Browse button and choose a new destination To proceed with the installation click the Next button To cancel the installation click on the Cancel button To return to the Customer Information dialog click on the Back button Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 15 InstallShield Wizard A Setup Status Reporting for Call Center 3 5 Setup is performing the requested operations Initializing ODBC directories asiansa Figure 7 Setup Status Dialog If yo
21. my computer later Remove any disks from their drives and then click Finish to complete setup Figure 10 Installation Complete Dialog Before Nortel Networks Reporting for Call Center can operate correctly your Web Host PC must be rebooted To have the installation reboot your PC straightaway click the Yes I want to restart my computer now radio button and then click the Finish button To complete the installation without rebooting your PC at this time click the No I will restart my computer later radio button then click the Finish button Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 17 When your PC has been rebooted you will be able to start using Nortel Networks Reporting for Call Center application Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 18 Configuration Configuration 4 Quick Steps to Configure Nortel Networks Reporting for Call Center Before You Begin Logging In Using Internet Explorer browse to the URL of the Nortel Networks Reporting for Call Center Web pages Log In page The URL will be http NameOfWebHostPC RCC index asp where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC Note If you are actually using the browser on the Web Host PC NameOfWebHostPC can be substituted with localhost When you have browsed to the correct location you will be pres
22. ns 2 3 4 7 22 24 25 26 27 28 29 Real Time Summary 2 26 27 28 29 Real Time Summary Skillset Selection Page 2 27 28 References 2 31 Statistical Data 5 SVGA 5 TCP IP 2 5 8 9 Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Index 33 U Unified Manager 9 Upgrading 2 Upload 2 3 4 URL 18 User 2 13 24 25 User Main Menu Page 2 25 W Web Host PC 2 3 4 7 8 10 16 18 23 Windows 2 5 6 7 8 9 10 Windows 2000 5 6 8 Windows Networking Component 2 8 Windows NT 4 5 Windows XP 5 6 8 Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center
23. ns a problem in running Note If the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software was configured to drive any IP wallboards that are going to be driven by Nortel Networks Reporting for Call Center remember to take them out of the Nortel Networks Call Center Reporting 2 5 3 0 3 5 configurations otherwise both sets of software will try to drive the wallboards which will result in the wallboard display flashing back and forth between the two sets of data being sent to it by the two different applications Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Introduction 5 Note The hardware used as the Master PC for the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software might not by of sufficient specification to support the Nortel Networks Reporting for Call Center software See the list of requirements below Minimum PC and Operating System Requirements Computer Platform Family IBM Compatible PC Microprocessor Intel Pentium III or equivalent minimum Intel Pentium IV or equivalent recommended Microprocessor Speed 400 MHz minimum 1 0 GHz recommended Memory 64 MB minimum 128 MB recommended Networking Components Network Interface Card TCP IP protocol Other Requirements SVGA display Mouse or other Windows compatible Pointing Device Microsoft Internet Explorer version 5 or higher Operating Systems Microsoft Windows NT 4 Service Pack 6a Microsoft
24. nter Verification Describes how to verify that Nortel Networks Reporting for Call Center is communicating correctly with the Call Center References Lists any other documents referenced from within the body of this document Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center Introduction 3 Introduction 2 Introduction New Brand New Product Architecture Nortel Networks Reporting for Call Center has undergone several major changes from previous versions of Nortel Networks Call Center Reporting 2 5 3 0 3 5 Listed below are some main points of difference between the new architecture and the old For a full description of the new features of Nortel Networks Reporting for Call Center refer to the Set Up and Operations Guide New Browser Based Interface Nortel Networks Reporting for Call Center is a new reporting tool for the Call Center in the BCM 3 6 release It has a browser based interface visually similar to the Call Pilot Manager It is accessed from an Internet Explorer browser session in the same fashion as the Call Pilot Manager interface New Web Host PC software Nortel Networks Reporting for Call Center has a single software installation onto one PC This PC is the Web Host PC which acts in a similar fashion to the Master PC in the old Nortel Networks Call Center Reporting 2 5 3 0 3 5 streams The Web Host PC stores the historical statistical databases It communicates with th
25. oft Internet Explorer 15 x File Edt View Favorites Tools Help ay Ox x 2 p search Pp Favorites A Medi OR m J3 Address httniffaoatfishirccjrealtime_pagesjreakime skilset asp CSCS YG Lis gt gt Google Search web g Ghezblocked Elai E Pd options A NORTEL NETWORKS Real Time Summary Print Schedules Please select the Skillsets you wish to view in Real Time from the list below Real Time Skillset Names Real Time Summary Real Time Detail Agent Alarms Wallboard Setup Time Bins Setup Reports SelectAll Call Summary Create Favourite Favourites You have no favourites saved m O Miana A Figure 18 Real Time Summary Skillset Selection page Note The list of Skillset names will reflect your actual Call Center configuration The names displayed on your system will be different and there may be more or less than the example shown here Click on the Select All button All of the Skillset names will become highlighted This is shown below Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 28 Accessing the Real Time Screens http goatfish rcc realtime_pages realtime_skillset asp Microsoft Internet Explorer File Edit View Favorites Tools Help iy Ox 0 2 AO pas em See OL a US Address http goatfish rcc realtime_pages realtime_skillset asp z BE Links R Google
26. ows XP operating system point to Start Connect to and then click on instead on Show All Connections The Networking Connections window appears 3 Double click on the Network B icon The Network window appears with the Configuration tab displayed If you are using the Windows 2000 or Windows XP operating system right click on the Local Area eB Connection icon and then click on Properties L th Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Installation 9 4 Check that TCP IP appears on the list of installed network components If TCP IP is not on the list click Add to install this protocol using the Windows installation instructions or refer to your network administrator Installing Nortel Networks Reporting for Call Center Exit any Windows programs that are running Start your internet Browser such as Internet Explorer or Netscape and use it to connect to Port 6800 on the Business Communications Manager Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager and the Port number in the following format http 10 10 10 1 6800 Remember to substitute the IP Address of your Business Communications Manager for the 10 10 10 1 shown in the example above Nortel Networks Unified Manager page will appear in the browser Click on the Install Clients link The Install Clients page will appear in the browser Click on the Nortel Networks Report
27. re you install Nortel Networks Reporting for Call Center software you must 1 Be familiar with the Call Center and the Windows operating system used by your Web Host PC 2 Ensure that the Call Center is installed and configured 3 Ensure that the Call Center platform is connected to and is operational on the network to which the Nortel Networks Reporting for Call Center Web Host PC is connected 4 Ensure that Microsoft Internet Information Services is installed and operational on the Web Host PC Now you are ready to install the Nortel Networks Reporting for Call Center software from the Call Center platform You must have Administrator s rights for the installation to be successful If you do not have Administrator s rights for the PC on which you wish to install e Nortel Networks Reporting for Call Center the installation will be halted and you will be requested to log out and log back in with Administrator s rights Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 8 Installation Installing Nortel Networks Reporting for Call Center software By default Nortel Networks Reporting for Call Center software creates a folder called Program Files Nortel Networks Nortel Networks Reporting for Call Center on the installation drive of the Web Host PC This folder contains the application files used by Nortel Networks Reporting for Call Center It also contains
28. sststesteresststesststtstsstesessesesststesressesrese 15 Java Installation Dialog ccccccecseesesssceseceeceseeeseeeeeeseeeseeesecesecesecsaecsaecaeesaecsaecaeecseeeaeeeaeseeesreeaeeneeceeeaeeenes 16 Installation Complete Dialog ccceecsesseessesssecseeeseeeneeeseeeeceseeesecesecaeceeceseeaaecsaecsaecaaecaeecaeeeneeeeeeneenseenaees 16 VQ SII Pa Seer is cusiettecsssxtuesteossceagsccdeseceuigcsescindnscesiscwieces ss stcasacevisebachsedaphccesoucadusioavasedaguseganecs vig cess diodaducans nee 19 Change Password Pages 4o2sder cots food A EE T E E E EE 20 Administration Menu Page ccccsccsscsssesssecsscessceseeesecnseceaecsaecsaecsaecaeeeaeeanecaaecaeeeaeceseseeseeeeeeeseenaeeceeeaeeenes 21 Call Center Connection Pages ci cc6 o oo cessed hse oad cack ads Gices as da aaaadacs ce csssasaticgcseedasssi sade Gaeesssvin hi tages 22 Administration Menu page eccccsccsssssecssecsseeescesecesecesecsecaecaaecsaecseeeaecsaecseecaeeeseeeeeseeeseeseeeeeneeeeeeaeeenes 24 Wsers Main Men smrten ori ieiet E TERE TER E a ERA R elaine one tae 25 Real Time menu page eier R A EE E een A E RE 26 Real Time Summary Skillset Selection page ss esssseessseseeseesersrsseeressterssteressesresreseesesseenessesessesseenesseseesss 27 Real Time Summary Skillset Selection page with all Skillsets Selected ccceceesecsseeseerseeeeeeseeeteeneees 28 Reali Time Summary Screen ic einet tin n EA E RE EER cus tend A E EAEE E T RSs 29 Upgrading
29. twork identifier IP Address or Network Name of the Call Center platform Click on the Call Center Connection option You will then be presented with the Call Center Connection page shown below Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 22 Configuration http localhost rcc admin_pages security_settings asp Microsoft Internet Explorer File Edit View Favorites Tools Help Q sxx amp x a A pe Search Sie Favorites media amp Z G E Address g http localhost rcc admin_pages security_settings asp NORTEL pks Administration Call Center Connection Call Center Connection Please enter the IP address or network name and CCRS password below System Administration IP address Network name CCRS password Maintenance f Confirm CCRS password Company Details Connection Security Https Http oO Make data requests every 5 Seconds 3 Local intranet Figure 14 Call Center Connection Page Enter the IP Address or the Network Name of the Business Communications Manager If you do not know what to enter here consult the Local Area Network Administrator for the site When Nortel Networks Reporting for Call Center communicates with the Call Center to request Real Time or Historical Report data it includes a password in the data request This allows the Call Center to verify that the application requesting the data is authorized to receive it This pass
30. u clicked the Next button in the Choose Destination Location dialog shown in Figure 6 you will be presented with the dialog shown in Figure 7 This is the Setup Status dialog This shows the progress of the installation If you wish to cancel the installation click the Cancel button If you wish to proceed with the installation please wait for the installation to complete Presently you will see the message shown in Figure 8 displayed Please wait while the MySQL Database is installed This may take a few minutes Figure 8 Database Installation Dialog This informs you that the installation has proceeded to the stage where the MySQL database is being installed Please wait Presently you will see the message shown in Figure 9 displayed Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 16 Installation Please wait while the Java Runtime is installed This may take a few minutes Figure 9 Java Installation Dialog This informs you that the installation has proceeded to the stage where the Java Runtime is being installed Please wait Presently you will be presented with the Installation Complete dialog shown below in Figure 10 InstallShield Wizard InstallShield Wizard Complete The InstallShield wizard h ccesstully installed Reporting for Call Center 3 5 Before you can use the program you mus Jour Computer Yes want to restart my computer now No will restart
31. word is set within the Call Center using CallPilot Manager That same password must be entered into the CCRS password field It must then be entered into the Confirm CCRS password field Note The default CCRS password is CCRS but this might have been changed within the Call Center from within CallPilot Manager Enter CCRS as the password in the CCRS Password field and then re enter it in the Confirm CCRS Password field The Connection Security radio buttons allow you to specify whether you are connecting to the Call Center using HTTPS or HTTP By default this connection is HTTPS If it is changed on Upgrading from Call Center Reporting to Reporting for Call Center Issue 1 1 Verification 23 the Call Center platform to HTTP you must also change this setting to HTTP This is an advanced setting that is not usually changed from the default Leave the radio button selection on the HTTPS option The Make data requests every drop down menu allows you to specify how frequently the Web Host PC communicates with the Call Center in order to obtain reporting data Leave the Make data requests every drop down menu set to 5 seconds Issue 1 1 Upgrading from Call Center Reporting to Reporting for Call Center 24 Accessing the Real Time Screens Verification 5 Accessing the Real Time Screens Reporting Option At the main Administration Menu shown below click on the Reports option Z http goatfish r
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