Avaya Call Center Reporting to Reporting for Contact Center User's Manual
Contents
1. eese esee esesee eese teen neant teens tret tese notet teens trennt enne terne tease 35 Figur 21 Administration Menu page oT WERE DH EFE ENE hee eue Ue ER E MED eR AER 37 Figure 22 User Main M nage aie toe UR Eae bee oak ede bx iine EE etus 38 Figure 23 Real Tame Menu page eR IUE RUM ROLE HPU RE co AP Urb eoo Go leet 39 Figure 24 Real Time Call Summary pase etnia e pa tg te K n ee ride ipei ede edet 40 vi Revision History October 2006 1 Corrected embedded link to http Avww nortel com erc in the How to get Help section How to Use this Guide 1 Introduction This guide is designed to lead you through the process of upgrading from Nortel Networks Call Center Reporting 2 5 3 0 3 5 to Nortel Reporting for Contact Center How this guide is organized The Upgrading from Call Center Reporting to Reporting for Contact Center guide is organized as follows How to Use this Guide This chapter provides a brief overview identifying the organization of this guide It also provides information on getting help from Nortel Introduction This chapter gives a background to the upgrade process and what it involved The chapter describes some differences between the previous architecture products and the updated architecture The chapter also answers some questions you may have about the upgrade process Installation This chapter describes how to install Nortel Reporting for Contact Ce2. 7 TOW Amori 8 Getting Help from the Nortel Web site ssssssseneeennene 8 Getting Help over the phone from a Nortel Solutions Center 8 Getting Help through a Nortel distributor or reseller 8 ots C 9 Upgraded Browser Based Interface sss 9 Upgraded Web Host PC software sss enne 9 Upgrade No Multiple Client software to 5 9 Upgrade No Upload of Call Center 9 Can the old Master PC be used as the Web Host PC 10 Do have to remove the old Nortel Networks Call Center Reporting 2 5 3 0 or 3 5 TOANE e ict EE IE 10 Can the upgraded software co reside with the old software 10 Recommended Minimum PC Specification for BCM 4 0 and BCM50 2 0 11 Recommended Minimum PC Specification for BCM50 2 0 with CCRS Installed12 Recommended Minimum PC Specification for BCM50 2 0 on a PC with only CCRS Installed ih et tn pet mete d 13 TCI ELTE LETo o 2 15 oj 1 bc 15 Installation 15 Installing Nortel Reporting for Contact Center
3. Upgrading from Call Center Reporting to Reporting for Contact Center BCM Contact Center Document Number NN40010 400 Document Status Standard Document Version 03 02 Date October 2006 NCRTEL Copyright Nortel Networks Limited 2006 All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel Nortel Logo the Globemark and This is the way This is Nortel Design mark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners lil Table of Contents amp 8 V Hevisiori HIS EOD norena dorana norana daadaa EN vi How to Use this Guide 7 IMtROGUCTION 7 How this guide is organized
4. eee 20 InstallShield Wizard Start Dialog Box eeseeeeeeeeeeeeeeee neret nnne nennen enne 21 License A greement Dialog BOX cesse cerner iE ae ehe Herde 22 Customer Information Dialog ener ener trennen ener nnne 23 Choose Destination Location sen aeree poe eto durae 24 Setup Status Dialog Box qe ER 25 ODBC Driver Installation Dialog iirinn iinitan a rennen enne enne 25 MySQLE 3 Port Setter Dialog erre ane e res eed a A E Bea 26 MySQL 4 Port Setter Dialog eii meret erai eter aret be ote Poi ego Cede eve oe no Eo AP etos 26 Database Installation Dialog Box ssssssessessesseeeeeeer 27 Java Installation Dialog BOX onte eot te Ine De EE TERMED pe eene tbe eroe eter a Un SEP EORR 27 Installation Complete Dialog Box tret EEN bip eoe iei te o dete d abes ENE 28 LO Sil Paget nected p e Uer d eme bu teks ecto ERR CRDI RR etl de oi ERE ERE LUE 30 Change Password page ERE e teret RE RR REPE GERE Te SEEN Er POE SHEER HEC eaae reor estet qp abeo 31 Figure 18 Administration Menu 32 Figure 19 Contact Center Connection p g siainen eE EEE EE EEN E EEEE EEEE EEA a E eai 33 Figure 20 Download Status Window
5. will restart my computer later Remove any disks from their drives and then click Finish to complete setup lt Back Cancel Figure 15 Installation Complete Dialog Box 19 Before Nortel Reporting for Contact Center can operate correctly you must restart your Web Host PC To have the installation restart your PC click Yes I want to restart my computer now and then click Finish To complete the installation without restarting your PC click No I will restart my computer later then click Finish When your PC has restarted you can start using Nortel Reporting for Contact Center application NN40010 400 29 Configuration 4 Quick Steps to Configure Nortel Reporting for Contact Center Before You Begin Ensure that the Contact Center is configured and operational and that you have enabled the Reporting for Contact Center Reporting Software Keycode For Software Keycode information refer to the Keycode Installation Guide NN40010 301 Configuring Nortel Reporting for Contact Center Follow this procedure to configure Nortel Reporting for Contact Center 1 Using Internet Explorer go to the URL of the Nortel Reporting for Contact Center Web pages Login page The URL is http NameOfWebHostPC RCC Replace NameOfWebHostPC with the network name or IP Address of the Web Host PC Note If you are currently using the browser on the Web Host PC you can replace NameOfWebHostPC with localhost When you
6. 15 Grant of Licence Grant of Licence from Nortel Corporation Nortel This document Agreement is the x Do you accept all the terms of the preceding License Agreement If you choose No the setup will close To install Reporting for Contact Center you must accept this agreement InstallShield No Figure 6 License Agreement Dialog Box 9 If you clicked Yes in the License Agreement dialog box the Customer Information dialog appears See Figure 7 Customer Information Dialog Box Enter your user name in the User Name field Enter the company name in the Company Name field Click Next Note The Next button is dimmed until you enter information in both required fields To cancel the installation click the Cancel button To return to the License Agreement dialog box click Back NN40010 400 Installation 23 InstallShield Wizard Customer Information Please enter your information User Name Company Name Install this application for Q Anyone who uses this computer all users S Only for me David McKay Figure 7 Customer Information Dialog Box 10 If you clicked the Next button in the Customer Information dialog box the Choose Destination Location dialog box appears See Figure 8 Choose Destination Location If you do not wish to install Nortel Reporting for Contact Center on the default drive C click Browse and choose a new destination Nortel recommends that you use t
7. 16 TCOP IP PEOIOGCOL ia tremor crie e edo eth eee eges 16 Checking whether the Windows Networking Component is Installed 16 Installing Nortel Reporting for Contact Center 17 ContfidurallOr oi ua RR QNA tenet RENS RAS AERE RAS RUE KR RR Rau 29 Quick Steps to Configure Nortel Reporting for Contact Center 29 Before You Begln ede ox ta sedata accio 29 Configuring Nortel Reporting for Contact 29 VerifiCallOD 5 cea eet esu eue csa even asa eua 37 Accessing the Real Time Screens sssssssssssssee enne 37 Reporting Options ded eit Ree te i dre ca eit dite i Tura des 37 Upgrading from Call Center Reporting to Reporting for Contact Center List of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Download the Reporting for Contact Center Software essent 18 InstallShield Initialization Dialog Box eese nete rre nennen enne 19 Language Selection Dialog epa nter eee Creo es dene te dar de t Pea ra Deine 19 InstallShield Windows Installer Configuration Dialog Box
8. Reporting For Contact Center Setup and Operations Guide NN40040 302 Document Version 05 02 October 2006 Keycode Installation Guide NN40010 301 Document Version 02 01 September 2006 42 References NN40010 400 Index 43 Index A Administration Menu 31 32 37 Administration Menu Page 32 Administrator 15 17 20 30 32 33 Administrator Clients page 17 Agent 9 Architecture 9 B Browser 9 17 Business Communications Manager 17 33 40 C Call Center 9 Call Center Configuration 9 CallPilot 9 34 40 CCRS 12 13 34 40 Change Password Page 31 Contact Center 7 9 10 12 15 16 17 29 32 33 34 35 37 40 Contact Center Connection 32 33 40 Contact Center Connection page 32 40 Contact Center Reporting Server 10 12 13 14 34 40 Control Panel 16 E Element Manager 17 H How this guide is organized 7 How to use this guide 7 I IBM 11 12 13 Installation 7 15 16 25 26 27 28 29 41 InstallShield 18 19 20 21 Intel 11 12 13 Internet Explorer 9 11 12 13 15 17 29 Internet Information Services 11 12 14 15 7 Introduction 7 9 15 IP Address 17 29 32 33 34 40 L License Agreement 21 22 Log In 29 30 37 38 40 Log In Page 29 30 Login 17 20 29 30 M Master PC 9 10 Microprocessor 11 12 13 Microsoft 11 12 13 14 15 Mouse 11 12 13 Multiple Client 9 10 MySQL database 25 26 27 N
9. The Choose Setup Language dialog box will be displayed as shown in Figure 3 Language Selection Dialog which allows you to select the default language for your installation of Nortel Reporting for Contact Center Choose Setup Language x ge Select the language for this installation from the choices below Figure 3 Language Selection Dialog Note Each User of Nortel Reporting for Contact Center is assigned a language You can have different languages in use by various Users at the same time Upgrading from Call Center Reporting to Reporting for Contact Center 20 Installation This dialog box allows you to define the default language for the Login page and for the default Administrator Click on the down arrow to the right of the dropdown box see Figure 3 Language Selection Dialog to display a list of languages The languages to choose from are Danish Dutch Netherlands English United Kingdom English United States French Canada French France German Germany Italian Italy Norwegian Bokmal Portuguese Brazil Spanish Traditional Sort and Swedish When you have selected your language click OK To stop the installation click Cancel 6 The Setup prepares the InstallShield Wizard which is required to install the Nortel Reporting for Contact Center files on the Web Host PC See Figure 4 InstallShield Windows Installer Configuration Dialog Box Wait for the preparation process to complete To cancel
10. Wallboard Setup Time Bins Setup Reports ype O R3uehnrenet 2 Real Time Welcome System Manager Please select the type of Real Time screens and skillsets you wish to view from the list below Agent Summary Call Summary Agent Detail Call Detail You have no favorites saved Skillsets Select All Create Favorite Submit Cancel Figure 23 Real Time Menu page 3 Select Call Summary click Select All and then click Submit The Call Summary Real Time page appears See Figure 24 Real Time Call Summary page Upgrading from Call Center Reporting to Reporting for Contact Center 40 Verification 3 Nortel Reporting for Contact Center Microsoft Internet Explorer NORTEL Call Summary You are currently viewing Skillsets UNIVERSAL STUDIO SKILL2 SKILL3 Incoming Contact Center Calls Unread Primary Seconda Overflo Answered Abandoned Disconnected Longest Skillse Skillset Skillset Waiting Delayed Gos Mode Waiting 3 Alert ry Alert w Hour Day Hour Day Hour Day Time Mailbox Msgs Grouping escas pese pr 0 0 00 00 00 100 Eres Sup pososo o ime t oar sss 9 1 5 e ber Connection Status Figure 24 Real Time Call Summary page Note The list of Skillset names on your Real Time screens reflects your Contact Center configuration The names displayed on your system will be different and you may see more or fewer names than
11. 4 Service Pack 6a Microsoft Windows 2000 Service Pack 2 Microsoft Windows XP Professional Microsoft Windows 2003 Server Standard Edition Web Server Microsoft Internet Information Services 4 or later Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For installation of application on Web Server 109 MB Storage space required for Historical Data 4 GB minimum Upgrading from Call Center Reporting to Reporting for Contact Center 12 Introduction Note that the database will grow through time and if the diagnostic logging option is turned on the log files will require extra disk space Operating System Compatibility Nortel Reporting for Contact Center has been verified for correct operation on the following Operating Systems Operating System Version Windows NT 4 00 1381 Windows 2000 5 00 2195 Windows XP Professional Version 2002 including SP 2 Windows 2003 Server Standard Edition The minimum recommended requirements for the PC designated as the Nortel Reporting for Contact Center Web Host PC for BCM50 2 0 with the Contact Center Reporting Server CCRS installed on the Web Host PC are as follows Recommended Minimum PC Specification for BCM50 2 0 with CCRS Installed IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 2 0 GHz min
12. Routing Code ERC to route your call more quickly to the appropriate support specialist To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller NN40010 400 Introduction 2 Upgraded Product Architecture Nortel Reporting for Contact Center has undergone several major changes from Nortel Networks Reporting for Call Center and previous versions of Nortel Networks Call Center Reporting 2 5 3 0 3 5 The following sections list some main differences between the upgraded architecture and the previous versions For a full description of the upgraded features of Nortel Reporting for Contact Center refer to the Reporting for Contact Center Setup and Operations Guide NN40040 302 Upgraded Browser Based Interface Nortel Reporting for Contact Center is a reporting tool for the Contact Center It has a browser based interface visually similar to the CallPilot Manager As with the CallPilot interface it is accessed from an Internet Explorer browser session Upgraded Web Host PC software Nortel Reporting for Contact Center has a single software installation on one Personal Computer PC This PC is the Web Host PC which functions similarly to the Master PC in the former Nortel Net
13. configured to display the information thatthe agents require System Software el Downloading picture https 172 17 3 95 apps private Figure 1 Download the Reporting for Contact Center Software 5 Click Download Reporting for Contact Center on the right side of the window The File Download dialog box appears 6 Select either Run to run this program from its current location or Save to save this program to disk If you select Save the Reporting for Contact Center executable file is downloaded to your PC go to the location where you downloaded the file Double click the file to run it 7 The Install Wizard shown in Figure 2 InstallShield Initialization Dialog Box appears The wizard extracts the installation files required to install the Nortel Reporting for Contact NN40010 400 Installation 19 Center files on the Web Host PC Wait until the files are extracted To cancel the extraction process click Cancel lt 4j Reporting for Contact Center InstallShield Wizard Extracting Files The contents of this package are being extracted Please wait while the InstallShield Wizard extracts the files needed to install Reporting for Contact Center on your computer This may take a few moments Reading contents of package uuum Installshield Back Cancel Figure 2 InstallShield Initialization Dialog Box 8 Once the files are extracted click the Next button 9
14. reach the correct location the Login page appears See Figure 16 Login page 30 Configuration Nortel Reporting for Contact Center Microsoft Internet Explorer inl x File Edit View Favorites Tools Help 2 F C lS Em Q O d 6 dre gt m L 0 9 93 Address e http localhost rcc2 4 main login asp Go NORTEL Login Welcome to Nortel Reporting for Contact Center Please login using your username and password below Username Password Figure 16 Login page 2 Enter the username admin the password 0000 and click Login The Change Password page appears See Figure 17 Change Password page Note A System Administrator is already set up for you with a default password You must change this password the first time you log in NN40010 400 Configuration 31 3 Nortel Reporting for Contact Center Microsoft Internet Explorer nj xj File Edit View Favorites Tools Help a Q sxx T ix search Se Favorites er T LJ amp wa 33 Address e http localhost rcc2 4 main change login admin asp Go NORTEL Change Password Please input a new password below New password Confirm password Submit Figure 17 Change Password page 3 Ask the Customer what they would like the new password to be The password can be from 1 to 4 digits and can be anything other than 0000 Enter the new password in the New Password field and then re enter
15. the preparation process click Cancel InstallShield Wizard F Reporting for Contact Center Setup is preparing the InstallShield Wizard which will guide you through the program setup process Please wait Configuring Windows Installer Figure 4 InstallShield Windows Installer Configuration Dialog Box 7 The Welcome dialog box appears See Figure 5 InstallShield Wizard Start Dialog Box To cancel the installation procedure click Cancel To proceed click Next NN40010 400 Installation 21 InstallShield Wizard Welcome to the InstallShield Wizard for Reporting for Contact Center The InstallShield Wizard will install Reporting for Contact Center on your computer To continue click Next Ea Cancel Figure 5 InstallShield Wizard Start Dialog Box 8 The License Agreement dialog box appears See Figure 6 License Agreement Dialog Box To proceed with the installation click Yes To cancel the installation click No To return to the Welcome dialog box click Back Upgrading from Call Center Reporting to Reporting for Contact Center 22 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 Corporation Nortel Reporting for Contact Center SOFTWARE LICENCE AGREEMENT CAUTION PLEASE READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE
16. to be used by MySQL 4 can be entered or selected from the drop down list box or left at the default port number of 3309 Upgrading from Call Center Reporting to Reporting for Contact Center 26 Installation TE MySQL Port Setter 4 version of MySQL 3 already exists on this PC This installation will place a copy of MySQL 4 on this PC Please specify the port you wish to use with MYSQL 4 This must be different to the port in use with your existing copy of MySQL When you click OK the displayed port number will be saved and the installation will continue Port Number 2303 v Figure 11 MySQL 3 Port Setter Dialog On first installation of Reporting for Contact Center on a Web Host PC with MySQL 4 already installed the MySQL Port Setter dialog box appears as shown in Figure 12 MySQL 4 Port Setter Dialog Select the port number to be used by the MySQL 4 1 Server from the drop down list box or enter a new port number otherwise the port number is set to the defaulted value of 3309 MySQL Port Setter MySQL 4 already exists on this PC Please specify the port that is being used with your copy of MYSQL 4 When you click OK the displayed port number will be saved and the installation will continue Port Number X Figure 12 MySQL 4 Port Setter Dialog 14 Click OK to set the port number for MySQL 4 15 The message shown in Figure 13 Database Installation Dialog Box appears Wait for the insta
17. Management Tools BCM Element Manager Desktop Assistant PRO AE NCM For BCM BCM Monitor CDR Clients BCM MIBs SSH Client PuTTY Retrieve Logs Contact Center Applications Reporting for Contact Center Multimedia Contact Center Wallboard IP View Client Digital Mobility Tools Digital Mobility Controller Digital Mobility Service Tool Templates Startup Profile Template Factory Default Programming Record Blank Programming Record Template User Applications Desktop Assistant Desktop Assistant Pro CallNilot Lnifind Maoccacine lt p package fo theweb Download Reporting for Contact Center See Important Notes Below Nortel Networks Reporting for Call Center is a Windows based software application that provides Real Time screens and comprehensive historical management information on the day to day performance of your Business Communications Manager 3 6 Call Center system Nortel Networks Reporting for Call Center helps you manage the peaks and troughs in call traffic Amongstthe information available are Call waiting times Queue lengths that is the number of calls waiting to be answered by your Skillset e Agent status Nortel Networks Reporting for Call Center provides a comprehensive range of management reports that have information critical for accurate business planning Nortel Networks Reporting for Call Center has the ability to support multiple wallboards which can be individually
18. Network interface card 34 Network Name 32 33 40 Nortel Call Center Reporting 7 9 10 Nortel Contact Center Reporting Server 12 Nortel Networks Call Center Reporting 7 9 10 Nortel Networks Call Center Reporting 2 5 3 0 3 5 7 9 10 Nortel Networks Reporting for Call Center 9 34 Nortel Reporting for Contact Center 7 9 10 11 12 13 14 15 16 17 18 19 20 23 25 26 277 28 29 34 35 37 38 40 4 O ODBC 25 Operating System 10 11 12 13 14 P Password 30 31 34 40 Pentium 11 Port Number 25 26 33 34 Upgrading from Call Center Reporting to Reporting for Contact Center 44 Index R Real Time screens 9 15 34 35 37 38 39 40 Real Time Summary 39 40 References 7 41 S Statistical Data 11 13 SVGA 11 12 13 T TCP IP 11 12 13 16 17 U Upload 9 10 URL 29 User 19 22 34 38 User Main Menu Page 38 W Wallboard 34 Web Host 9 10 12 13 15 16 19 20 25 26 28 29 34 Web Host PC 9 10 12 13 15 16 19 20 25 26 28 29 34 Windows 11 12 13 14 15 16 17 20 Windows 2000 11 12 13 14 16 17 Windows 2003 11 12 13 14 Windows Networking Component 16 Windows NT 4 11 Windows XP 11 12 13 14 16 17 NN40010 400
19. alled To verify that the Windows Network component is installed on the PC that will operate as a Web Host PC perform the following steps 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 on which you will install the Nortel Reporting for Contact Center application 2 On the Windows taskbar click Start gt Settings and then click Control Panel The Control Panel window appears If you are using the Windows 2000 operating system double click Networking and Dial up Connections The Networking and Dial up Connections window appears If you are using the Windows XP operating system click Start gt Connect to and then click Show All Connections The Networking Connections window appears 3 Double click the Network icon The Network window appears with the Configuration tab displayed NN40010 400 Installation 17 If you are using the Windows 2000 or Windows XP operating system right click the Local Area Connection icon and then click Properties Lak 4 Check that TCP IP appears on the list of installed network components If TCP IP is not on the list click Add to install this protocol using the Windows installation instructions or refer to your network administrator Installing Nortel Reporting for Contact Center Follow the steps in this section to install Nortel Reporting for Contact Cent
20. el Reporting for Contact Center user interface which is configured as a Web site Other network users can use Internet Explorer to browse to the Nortel Reporting for Contact Center Web site on the Web Host PC to access the software features and obtain Real Time displays and Reports Installation prerequisites Before you install Nortel Reporting for Contact Center software you must familiar with the Contact Center and the Windows operating system that your Web Host PC uses Ensure that the Contact Center is installed and configured Ensure that the Contact Center platform is connected to and is operational on the network to which the Nortel Reporting for Contact Center Web Host PC is connected Ensure that Microsoft Internet Information Services is installed and operational on the Web Host PC Ensure that your Web Host PC Internet Information Services installation is as secure as possible Generally this involves loading security patches and or e service packs for Internet Information Services and for the operating system of the Web Host PC These patches and service packs are available free of charge through Microsoft Contact your network Administrator for further advice Now you are ready to install the Nortel Reporting for Contact Center software from the Contact Center platform You must have Administrator s rights for the installation to be successful If you do not have Administrator s r
21. eporting for Contact Center is going to power remember to remove them from the Nortel Networks Call Center Reporting 2 5 3 0 3 5 configurations Otherwise both sets of software try to power the wallboards which results in the wallboard display alternating between the two sets of data from the two different applications Note The specification of the hardware used as the Master PC for the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software might not be sufficient to support the Nortel Reporting for Contact Center software See the following section Recommended Minimum The minimum recommended requirements for the PC designated as the Nortel Reporting for Contact Center Web Host PC for BCM 4 0 and for BCM50 2 0 without the Contact Center Reporting Server CCRS installed on the Web Host PC are as follows NN40010 400 Introduction 11 Recommended Minimum PC Specification for BCM 4 0 and BCM50 2 0 Computer Platform Family IBM Compatible PC Microprocessor Intel Pentium IV or equivalent minimum Microprocessor Speed 1 7 GHz minimum Memory 512 MB minimum 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 Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 Operating Systems Microsoft Windows NT
22. er 1 Exit any Windows programs that are open 2 Start your Internet Browser such as Internet Explorer or Netscape and use it to connect to the Business Communications Manager In the browser Address Bar enter the IP Address of the Business Communications Manager in the following format https 10 10 10 1 Remember to substitute the IP Address of your Business Communications Manager for the 10 10 10 1 shown in the format example Enter the username nnadmin and password in the BCM Login window Consult your network administrator for the password as this would have been changed from the default password of PlsChgMe on first installation of Nortel Element Manager The Welcome to BCM page appears 3 Click Administrator Applications The Administrator Applications page appears 4 From the Contact Center Applications list click Nortel Reporting for Contact Center Information about the Nortel Reporting for Contact Center application appears See Figure 1 Download the Reporting for Contact Center Software Upgrading from Call Center Reporting to Reporting for Contact Center 18 Installation File Edit View Favorites Tools Help Qm 0 AAG 2 Search S Favorites e3 LJ X 3 NORTEL Home Contact Address IS C Documents and Settings grahami Local Settings Temporary Internet Files OLK28 ReportingforContactCenter mht gt Go Links a Administrator Applications Administrator
23. he default location Upgrading from Call Center Reporting to Reporting for Contact Center 24 Installation InstallShield Wizard Choose Destination Location Select folder where Setup will install files installa htela Figure 8 Choose Destination Location To proceed with the installation click Next To cancel the installation click Cancel To return to the Customer Information dialog box click Back 11 If you clicked Next in the Choose Destination Location dialog box the Setup Status dialog box appears See Figure 9 Setup Status Dialog Box To cancel the installation click Cancel To proceed with the installation wait for the installation to complete NN40010 400 Installation 25 j InstallShield Wizard Setup Status Reporting for Contact Center Setup is performing the requested operations C Nortel Reporting for Contact Centers avalnstal data2 cab Figure 9 Setup Status Dialog Box 12 During installation the message shown in Figure 10 ODBC Driver Installation Dialog appears Wait for the installation to complete y Please wait while the ODBC Drivers are installed This might take a few minutes Figure 10 ODBC Driver Installation Dialog 13 If MySQL 3 is installed on the Web Host PC the MySQL Port Setter dialog box is displayed the first time the user installs Reporting for Contact Center using the MySQL 4 1 Server see Figure 11 MySQL 3 Port Setter Dialog The port number
24. ient appears See Figure 20 Download Status Window Wait until the update completes before attempting to view any Reports or Real Time screens Reporting for Contact Center Microsoft RCC Database Update Complete 100 Status Time 00 25 44 Processing Calls From 03 Jul 2006 11 44 10 Calls Extracted from Received Data 12 Total Contact Center Calls in the Database 12 Figure 20 Download Status Window Upgrading from Call Center Reporting to Reporting for Contact Center 36 Configuration NN40010 400 37 Verification 5 Accessing the Real Time Screens Once Nortel Reporting for Contact Center has been installed and configured this section describes how to verify that Nortel Reporting for Contact Center is communicating correctly with the Contact Center Reporting Option Follow this procedure to use the Reporting option 1 On the Administration Menu page shown in Figure 21 Administration Menu page click Reporting E Nortel Reporting for Contact Center Microsoft Internet Explorer E nmi xi File Edit View Favorites Tools Help Q sxx X gt ix 2 search Se Favorites LJ Address e http localhost rcc2 4 admin pages admin index asp Go Links NORTEL Administration Administration Menu Welcome Contact Center Connection e Please select an option from the left hand side to continue System Admini
25. ights for the PC on which you wish to install Nortel e Reporting for Contact Center the installation stops and you are requested to log out and log back in with Administrator s rights 16 Installation Installing Nortel Reporting for Contact Center software By default Nortel Reporting for Contact Center software creates a folder called Program Files Nortel Nortel Reporting for Contact Center on the installation drive of the Web Host PC This folder contains the application files Nortel Reporting for Contact Center uses It also contains the Nortel Reporting for Contact Center configuration and statistical database Note Before Nortel Reporting for Contact Center will operate correctly you must enable the Contact Center Reporting Software Keycode For Software Keycode information refer to the Keycode Installation Guide NN40010 301 TCP IP Protocol The Contact Center platform and Nortel Reporting for Contact Center use the industry standard TCP IP protocol to link the Contact Center and the Nortel Reporting for Contact Center Web Host PC Therefore the Windows Network component is required for the Nortel Reporting for Contact Center Web Host PC The Nortel Reporting for Contact 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 Inst
26. imum Memor 512 MB minimum Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible pointing device Microsoft Internet Explorer version 5 or higher Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 NN40010 400 Introduction 13 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For the CCRS application on Web Server 1 GB minimum For installation of application on Web Server 109 MB Storage space required for Historical Data 4 GB minimum Note that the database will grow through time and if the diagnostic logging option is turned on the log files will require extra disk space Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows 2000 Professional Windows XP Professional 2002 The minimum recommended requirements for a PC that is not the Web Host PC for BCM50 2 0 with the CCRS installed are as follows Recommended Minimum PC Specification for BCM50 2 0 on a PC with only CCRS Installed IBM Compatible PC Microprocessor Intel Pe
27. in the example The numerical figures will be different and some of the green cells may be appear as yellow or red because these figures reflect the real state of your actual Contact Center 4 Observe the green indicator beside the Connection Status text at the bottom left of the page If this indicator is red then the Nortel Reporting for Contact Center and the Contact Center are not communicating If you do not see a green indicator follow these steps a Ensure you correctly entered the IP Address or Network Name in the IP Address Network Name field on the Contact Center Connection page as described on page 33 For BCM 4 0 this will be the IP Address of the Business Communications Manager For BCM50 R2 this will be the IP Address of the PC with CCRS installed b Ensure you correctly entered the CCRS password in the CCRS Password and Confirm CCRS Password fields on the Contact Center Connection page as described on page 33 c Ensure you configured the Contact Center through CallPilot Manager to have the same CCRS password as the password you are entering in the Contact Center Connection page 5 When you verified these items log out of Nortel Reporting for Contact Center log in again and then repeat the steps in this chapter Note Remember to log in with the new password you entered in the Change Password page shown in Figure 17 Change Password page not the default of 0000 NN40010 400 41 References 6 1 2
28. llation to complete NN40010 400 Installation 27 EY Please wait while the MySQL Database is installed This may take a few minutes Figure 13 Database Installation Dialog Box 16 This message informs you that the installation has proceeded to MySQL database installation The MySQL database is not installed into the same folders as Nortel Reporting for Contact Center it is installed in Program Files MySQL MySQI Server 4 1 data mysql on the target hard drive Wait for the installation to complete 17 The message shown in Figure 14 Java Installation Dialog Box appears Eg Please wait while the Java Runtime is installed This may take a few minutes Figure 14 Java Installation Dialog Box This message informs you that the installation has proceeded to Java Runtime installation Note The Java Runtime is not installed into the same folders as Nortel Reporting for Contact Center it is installed into Program Files Java on the target hard drive 18 When installation is complete the Installation Complete dialog box appears See Figure 15 Installation Complete Dialog Box Upgrading from Call Center Reporting to Reporting for Contact Center 28 Installation InstallShield Wizard InstallShield Wizard Complete The InstallShield Wizard has successfully installed Reporting for Contact Center Before you can use the program you must restart your computer Yes want to restart my computer now No
29. nter Configuration This chapter describes how to configure Nortel Reporting for Contact Center Verification This chapter describes how to verify that Nortel Reporting for Contact Center is communicating correctly with the Contact Center References This chapter lists documents referenced in the body of this guide Index Provides a cross reference of topics in this document 8 How to Use this Guide How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site http www nortel com support This site enables customers to e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notification of new software and documentation e Search the Support Web site and Nortel Knowledge Base e Open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the information you require on the Nortel Support Web site you can get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site and look up the phone number that applies to your region http www nortel com callus When you speak to the phone agent you can reference an Express
30. nternet Explorer O xl File Edit view Favorites Tools Help ay ix 2 5 JO search Se Favorites e 8 J REZI Address 2 http flocahhostjrcc2 4fadmin_pages securty_settings asp SY Ge Go ma NORTEL Administration Contact Center Connection Please enter the IP Address or Network name and CCRS Password below IP Address Network name Port 8088 Maintenance CCRS Password Confirm CCRS Password Company Details Make data requests every 15 Minutes Select an IP Address No IP Addresses 7 Wallboard and Real Time Refresh Interval E Second s Download Contact Center Data All Data C Only Data starting from 2004 03 01 canen Contact Center Connection System Administration Reporting zi pO Riese 7 Figure 19 Contact Center Connection page 5 In the IP Address Network name field enter the IP Address or the Network Name of the Contact Center If you do not know what information to enter here consult the Local Area Network Administrator for the site Note For BCM Business Communications Manager 4 0 systems this will be the network IP address of the BCM For BCM50 2 0 systems this will be the network IP address of the PC running the CCRS not the BCM IP address 6 The Port field will be defaulted to the correct port number of 8088 to connect to the Business Communication Manager If the Contact Center is a BCM50 2 0 system the User m
31. ntium IV or equivalent minimum Microprocessor Speed 1 5 GHz minimum Memor 256 MB minimum Network Interface Card TCP IP protocol SVGA display Mouse or other Windows compatible pointing device Microsoft Internet Explorer version 5 or higher Upgrading from Call Center Reporting to Reporting for Contact Center 14 Introduction Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web Server Nortel Reporting for Contact Center has been verified with Microsoft Internet Information Services 4 5 and 6 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise Hard Disk Space Required For the CCRS application 1 GB minimum Operating System Compatibility Nortel Reporting for Contact Center is verified for correct operation on the following operating systems Operating System Version Windows 2000 Professional Windows XP Professional 2002 NN40010 400 Installation 3 Introduction This chapter describes the installation prerequisites and how to install the Nortel Reporting for Contact Center software on the Windows Personal Computer PC that will be used as the Web Host PC The Web Host PC is the PC that connects to the Nortel Contact Center The Web Host PC also stores the Contact Center statistical database and the Nort
32. 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 upgraded software co reside with the old software 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 following section Can the upgraded software co reside with the old software Can the upgraded 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 upgraded Nortel Reporting for Contact Center software However the customer may choose to retain the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software to allow them to review the historical reports that are stored on their old system Leaving the Nortel Networks Call Center Reporting 2 5 3 0 3 5 Master or Multiple Client software on the PC that will be used as the Web Host PC does not affect the operation of Nortel Reporting for Contact Center The two different applications can co reside on the same PC with no interaction Installing Nortel Reporting for Contact Center on a PC on which Nortel Networks Call Center Reporting 2 5 3 0 3 5 is already installed does not affect the operations of either application Note If the Nortel Networks Call Center Reporting 2 5 3 0 3 5 software is configured to power any IP wallboards that Nortel R
33. ontact Center Set Make data requests every to 15 minutes Use the Select an IP Address list to configure how Nortel Reporting for Contact Center broadcasts data to your wallboards If the Web Host PC has multiple Network Interface Cards NICs select which network card is connected to the network with your wallboards attached to Consult your Network administrator to determine which IP address to use If the Web Host PC has only one NIC only one IP address appears in the list If this is the case select the only option Use the Wallboard and Realtime Refresh Interval setting to specify the rate at which your data refreshes on these devices The default is 1 second and the default is the recommended setting Note All data within Reporting for Contact Center is calculated to a 1 second resolution This setting refers only to how quickly your live data devices refresh On first installation of Nortel Reporting for Contact Center the Download Contact Center Data options are given The User can select whether to download all data from the Contact Center by selecting All Data or the User can select Only Data starting from and click on the calendar icon to the right to select a start date from when data should be downloaded from the Contact Center Click Submit NN40010 400 Configuration 35 A download status window that displays the current status of the data exchange between the Contact Center and the Reporting for Contact Center cl
34. stration e Maintenance Company Details Reporting LD Local intranet E Figure 21 Administration Menu page 38 Verification The Main Menu page normally seen by regular non Administrative Users when they log in to Nortel Reporting for Contact Center appears See Figure 22 User Main Menu Nortel Reporting for Contact Center Microsoft Internet Explorer m nj xj File Edit View Favorites Tools Help ay 6 C i 2 BA mW eo sxx ix A Search Se Favorites 2 Address e http localhost rcc2 4 main main index asp Welcome System Manager Print Schedules From this screen you can navigate to the various areas of Reporting for Real Time Contact Center Help is available within each section from the help tab at the top of screen and you may log out at any time by pressing the log out button Agent Alarms Wallboard Setup Time Bins Setup Reports Figure 22 User Main Menu 2 Click Real Time option The Real Time Menu page appears See Figure 23 Real Time Menu page NN40010 400 Verification 39 Nortel Reporting for Contact Center Microsoft Internet Explorer a Oj File Edit Favorites Help av O ix B TN JO search 50 Favorites Q JOZ Address e http localhost rcc2 4 realtime pages realtime index asp 7 Go Links x Print Schedules Real Time Agent Alarms
35. the same password in the Confirm password field If there are any differences between the two entries you are informed that the password and confirmation do not match and you must re enter the password in both fields When you have successfully entered the new password in both fields the Administration Menu page appears See Figure 18 Administration Menu page Upgrading from Call Center Reporting to Reporting for Contact Center 32 Configuration Nortel Reporting for Contact Center Microsoft Internet Explorer File Edit View Favorites Tools Help a ix TN JO Search Se Favorites OIR i JOG Address e http localhost rcc2 4 admin pages admin index asp gt Go NORTEL Administration Administration Menu Welcome Contact Center Connection Please select an option from the left hand side to continue System Administration Maintenance Company Details Reporting Figure 18 Administration Menu page The options that are available to an Administrator are listed in the navigation pane on the left side of the page 4 The Contact Center Connection option allows you to specify the network identifier IP Address or Network Name of the Contact Center platform Click Contact Center Connection The Contact Center Connection Web page appears See Figure 19 Contact Center Connection page NN40010 400 Configuration 33 F Nortel Reporting for Contact Center Microsoft I
36. ust enter the port number as configured in the CCRS by default this is 8088 but may have been changed during setup Upgrading from Call Center Reporting to Reporting for Contact Center 34 Configuration CCRS is installed separately from 50 2 0 and the CCRS configuration tool launches as part of the CCRS installation where the User can change the port settings The configuration tool can also be launched separately by clicking on the Start menu then All Programs Nortel Contact Center Reporting Server Config Note If the User finds the Port field to be blank after upgrading from Nortel Networks Reporting for Call Center 2 1 or 2 2 the User must enter in the port number 8088 to re establish a connection to the Application Server in the Contact Center When Nortel Reporting for Contact Center retrieves Real Time or Historical Report data from the Contact Center the data request includes a password This allows the Contact Center to verify that the application requesting the data is authorized to receive it This password is set in the Contact Center using CallPilot Manager Note The default CCRS password is CCRS but this might have been changed within 10 11 12 13 CallPilot Manager In the CCRS Password field enter CCRS and then re enter it in the Confirm CCRS Password field The Make data requests every list allows you to specify how frequently the Web Host PC obtains reporting data from the C
37. works Call Center Reporting 2 5 3 0 3 5 streams The Web Host PC stores the historical statistical databases It is connected to the Contact Center to obtain the historical statistical information and Real Time screen information The wallboards are also driven from the Web Host PC Upgrade 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 to view the Real Time screens or Reports With Nortel Reporting for Contact Center the users of those other PCs use Internet Explorer to browse back to the Web Host PC to access the Real Time screens and Reports No Client software is now required for the other PCs Upgrade No Upload of Call Center Configuration In the Nortel Networks Call Center Reporting streams the customer had to upload the Call Center configuration to view the Agent Line and Skillset names in the Reports and Real Time screens If the Call Center configuration was modified the Configuration Upload step had to be performed again Nortel Reporting for Contact Center automatically obtains the information it needs for the Real Time screens and Reports from the Contact Center and it does not need to store a copy of the Contact Center configuration 10 Introduction No Upload Configuration step is required in the configuration and maintenance of the Nortel Reporting for Contact Center software Can the
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