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Avaya Compact Contact Center V5 Call Center View

1. 79 ACUM aio 10 11 Add OUD ne a od 22 ISE DUO Nasca 47 TRUNK Ee e EE 23 PRO EE 10 22 23 47 Add Call Back Heouest 10 12 Ada li a a 10 Add Wallboard Device ocoococococcncnccnconcncnnoncnnonons 47 Admin Nardo lalo ios 13 elle EE 2 13 Admin PASS WO usina 2 ele Ven e le KEE 10 Administrators ACCESS LO lui iii 64 ellene e Sd dE 2 64 Ee ee rte EE 4 MS A O lence ic nesses dete 9 AdvaTel Wallboard ccccececeeceeeeeeeeeseeneees 9 46 47 Agent Based Screens en annnoennoeennnsenneoerrensrrrernn 3 Agent Display Position occooocccconcnconccononcnonnoo 59 Agent DN ACIVI cuisine 61 Agent Group selected EE 21 Agent E e e unta dad T 21 31 39 Agent Group Details occccooccnccconconccnocononononnos 3 Agent Group Membership Real Time Stalin daa T Agent Group Membersbun 7 Aen E ea 9 Agent PICU soii a aa 62 Agent tall a 55 AgenNtGTOUP ccccocccccccnccccccccnocncnncnonanononos 10 30 41 60 Agents 6 7 11 28 31 39 59 61 62 71 Agents groUPS raau 10 Alarm EE ENEE 39 SENANG eege aahuniedtaaae 46 A eel 36 39 43 46 78 79 Alarm Detalla a 46 52 78 Alaim Handling tia 3 PAN LAS EE ee em S 19 Alarm Messages ale VE 46 Alarm Messages NEEN 46 Alarm Points Criterila o o 38 39 41 42 Alarm Reporter nia ae eu os 1 Alar SONS daa 2 9 48 Alarm Threshold OClear 39 Alarm Trip Points Call Center View Compact Contact Center V5
2. 0400 Agent Group 9160 PRI Line 5 Selection 1 PCA Al Selection Answer Al selection 3 cet All al Next selection dl Calls waiting bs O Previous Selection 5 No on Ready sl Compact Save WW Close Select a Group Statistic There is a maximum of five different Display Selections for every group As shown in the diagram above each statistic display selection is set by default to PCA All GOS All Lost All Calls Waiting and Answered All 1 To alter the RTS Display Selection for a group select the group Click the pull down arrow associated with a selection and select from the listed options 2 Repeat for the required selections 3 Click on Save when selection completed Note For details of the parameters refer to Change Display Selection Call Center View Page 29 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Group Status Percentage An instant graphical presentation of the percentage of agents as well as trunks is available for each group This option enables you to select the required states which are monitored on the Percentage View screen see Real Time Status From the Set Up menu select Group Status Percentage the Group Status Percentage screen appears By default all the states are selected for the Agent Group and only 5 states are available for the Trunk Group Remove the tick to deselect a state for either Agent Group or Trunk Group The Display Other box
3. Page 66 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV The fields available on the Individual Agent Detail screen are as follows Note Any metric with a indicates that a breakdown of internal or external call statistics can be derived by pausing the cursor over these particular fields of information State e Name The name and roaming agent number of the agent e Agent s group list All the groups of which the agent is a member e Current status The current status of this agent e Time in state The amount of time that the agent has spent in their current state e Time on duty this login The total time that this agent has spent on duty this login e Total time on duty today The total time that the agent has spent logged on today e Group Calls Answered by agent Breakdown of calls answered by the agent by group for which they are a member of including the average duration of those calls e Call Rate The hourly outgoing call rate for calls made by this agent e Last Known CLI Displays the CLI of the last call the agent was connected Internal and External It also contains a drop down list of the last 10 CLI s delivered including external CLI and internal id e Last Number Dialled Displays the LND by the agent and which was connected successfully It also contains a drop down list of the last 10 numbers dialled Internal and External by the Agent Call Tot
4. 00 00 00 16 06 2004 00 00 00 1670672004 00 00 00 16 06 2004 03 01 45 15706 2004 17 30 57 15 06 2004 07 28 45 16706 2004 00 00 00 1470672004 00 00 00 147062004 00 00 00 16 06 2004 00 00 00 16 06 2004 Logged off at 09 52 29 14706 2004 00 00 00 16 06 2004 00 00 00 167 062004 09 52 29 14706 2004 09 52 29 14706 2004 09 52 23 14 06 2004 00 00 00 167062004 00 00 00 167 062004 00 00 00 16 06 2004 07 28 38 16 06 2004 00 00 00 167 062004 00 00 00 167 062004 09 52 29 14 06 2004 09 52 29 14 06 2004 00 00 00 16706 2004 Note The minimum Update Period settings for this screen is 5 seconds Time on Duty Tor 9 44 13 00 00 00 00 9 44 19 9 44 13 3 44 19 00 00 00 00 00 00 44412 00 00 00 00 9 44 19 3 44 19 Bl you can select the fields to be displayed together with the Call Center View Compact Contact Center V5 Call Center View CCV Dn Activity To view the status of directory numbers in greater detail click E which is also available from the Agent Real Time Status and BLF Details screens Individual Summary screens To find out detailed information about any of the selected directory number s i e group agent trunk DDI click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual summary screens are e Individual Group Details e Individual Agent Details e I
5. 40DHB0002USBB Issue 5c 26 September 2005 A n en a 49 Sie 49 Back E e EE 33 Background Colour REI Let 49 Background Colour 33 49 Ed e SE 62 esata a anal o 31 77 BLF DEAS irrita eat 377 BLF Details View 31 49 BLE Dia er 77 BLF View Button 31 BIUS PUNO MM ados 1 Blue cyan CHAN Le E 37 PA A teide tens tatesetsd 37 SUE 62 BB IN Pies ace dle rat bien ete caos danita ed 24 DU ac 24 US IM 38 BUS Neta 59 Busy Not Available 19 BUSY VV aP UD teresita 38 55 BUSY VV CADW aces ios 64 BUSY VV FAD U Dei es ele ee ae eee ie hia 19 BWU ach ae seit cae repel hatin Nenana 24 C eessen 12 62 Call CAI BACK NS botones 10 ebe 10 Call Back list Ellenger 10 Calli BACK EE 10 Call Back Request n nnnannnannnnannnennnenennnnnnnnnne 10 12 Call Back Request list coocccccoccoccocnncooooss 10 Call Back Request message A a 10 Call Back Request message 10 Call Back Request Lost Calls o ccoococoo o 10 Call Center Klee ME 64 EU Ke EE 64 Call Center View OTANI Gl ceases 2 aoe ae a a doacees 8 lake derre Le ets cadenas dende E aren 4 EOJ gd M011 cle O cerns cer ete tee 4 leede 21 Staing add 4 Call Center View 1 2 4 5 8 20 21 Call Center View Alarm Hepnorter 1 Call Center View application et 8 Call Center View application 8 Call Center View Help tie 8 Call Center View Main Gcreen 6 Call Center View Profiles lee 20 Call Center View rotes 20 cal COMICS
6. BLF Details This screen allows you to monitor the status of the selected directory number s e g groups agents or trunks etc This is a real time screen and displays the status of the selected directory numbers as well as their status Page 80 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV M BLF Details AE ss el 0 e elo Sle 7 Monitoring State Time in State IRTE Andy Melen Zo RE Brad Trower 27 51 O Il 10 29 Bahader Mandaw 9 41 42 Mark Cosgrove 9 41 42 Jaren Ba PER 2 57 Ben Clottey 9 41 42 Andy Kilmister 9 41 42 Main 3 41 42 Ande a 9 41 42 Everpbody 9 41 42 Command Pod 9 41 42 1 From the View menu select BLF Details or click e The BLF Details screen appears You can resize the BLF Details screen by using moves the screen to the left by one column or A moves the screen to the right by one column you can move the position of the selected directory number up or down the screen Individual Summary screens To find out detailed information about any of the above selected directory number s i e group agent trunk DDI click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual summary screens are e Individual Group Details e Individual Agent Details e Individual Trun
7. EE rs 41 o EEN 37 41 Alarm Type A e 45 Alarm TYDE tinte 45 Alarm Wallboard Destination 46 47 Alai VV Bain 46 Alarm WB Uestnnatnon 2 46 All OUTGOING iia din 24 58 69 A A 24 58 69 Alter Display Selection n nannnnennnoannnnennnneeneenennnnenne 69 Duratec a ads 9 Group Display Selection n0nnnnnnnannnnannnenannne 24 Queue Display Selection oooocccccccoconcnnnccoo 30 RTS Display Gelechon 26 EE 9 24 26 30 69 AMAS ada psi 80 AMES Saa T Analy SIS ICOM ta a E T Ans GST AUG ea da 30 EE ee 24 30 58 69 Ans Time CHANGES since iia canteens an eevee 16 Ans UM o 16 ANS TM 16 Ans Times Ds 16 ANSWerE Xtra AN 24 58 69 ANSWER LIME iaa 16 39 ANSWeredyA lluita machen 24 26 58 69 APP lolas 37 PICO EE 60 72 Assign Callback Request message 11 SS A E N 11 AOdIDIS AE EE 9 Audio Alarm Set Clear occcoccccccccncccccnnccocnccanononanos 48 Auto Format Columns SEISCUING A ee 59 71 Auto Format Columns 59 71 Available Agents ccccccecseseeeeeeeeeeeeeeaeeeeseaees 39 43 Available Dns IER 31 Available Dns 28 31 35 Available Dns liSt oooooocococcococcncnccnnn co 28 31 35 Available Group 22 24 Available Groups lei 22 Available COueue 30 Available Trunks CAI NS tata 39 SAM el ah tie 39 43 Available Trunkelet 23 Average Answer ENEE 39 43 Average Duration e 99 62 Ae WEE 24 A O 24 e LEE 30 B Back Page 89
8. if an agent s directory number is 2222 then you save the picture as 2222 bmp within the C ProgramFiles Avaya lPOffice CCC CallCentreView MUGSHOTS directory Call Center View Page 67 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Force Agent Status Force option is only enabled if you are logged on with Access Level of Administrator From the Individual Agent Details screen click m The Force Agent Status screen appears i Force Agent Status Aa ES A Charles 206 Current Status Force Force Current Status Force into Ready Force into Busy WrapLp Force into Busy H Force o Status r Fores agent Log On Hi Enter Terminal The Force Agent Feature allows the supervisor to act on the information being received about the running of the Call Center For example should an alarm appear showing an agent in Busy WrapUp for longer than a defined threshold for that agent the supervisor can by simply clicking on an agent force them back into group This is a real time screen and shows the name and current status of the selected agent in the group lt enables you to change the agent s status e To change the current status select the radio button associated with the required status e To log an agent off click Force agent Log Off to log the agent off Status radio button e Tolog an agent on click the Force agent log On button to force the agent to log on Click E when fin
9. y Close Page 38 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Select Agents Groups Trunks At the top of the screen the selection box is displayed You can select directory numbers agents trunks groups in two ways 1 Spin Buttons To select a directory number click and hold the mouse on the spin button until the required directory number agent trunk etc appears in the box 2 Dn Search Double click an entry displayed in the box Iw Dn Search Aa FS x Dn Search Available Dns ACD Agent Bran 0205 ACD Agent Charles 0206 ACD Agent Fred U203 ACD Agentlames 0207 T Trunk Group T Trunk ACD AgentJohn 0204 Agt Group 4gent Group U400 Agt Group Call Centre D 200 kW ACD Agent Pilot On Selection Super Group e Agent Group C Name P Delete entro The Available Dns list box contains all the directory numbers within the telephone system associated with the selected Dn Selection categories To select a category tick the box associated with that category To deselect any of the categories untick the box The Available Dns can be displayed in one of the three different orders Click the radio button associated with the required order To select a directory number either double click the required number or click on it and then click x Call Center View Page 39 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 S
10. 60 72 SLAVE WP O DUO sitial sheds 21 Starting Call Center View 4 21 Call Center View applcaton 8 CCG Re 2 ia e odiada 2 4 8 21 Sale aaa 3 38 49 58 60 65 69 72 76 State Colour palo Pe no a 76 State SOU ua EE dd debo 76 A e EE 49 Slate TIME ata intense 60 72 A sede teat EE 64 e EE 36 SUD ISO ios 2 Page 96 40DHB0002USBB Issue 5c 26 September 2005 Supervisor Messages cccccooconccocnococoncncccnanonnnnanononnns 9 Support BUSINESS econo a 1 SUI e a 1 e ene BE 6 System Admin men 14 15 16 17 18 19 T arde ca alas 37 Target Percentage unica 37 Target TME arado 15 TEIEDDON G eieaa aa a a 15 22 28 Re Luten VE 1 Text CHANGES nara 49 TE EE 49 Text colour CHANG TEE 49 TEXT COLOUR sage ocio 49 Time A A 47 Setup Alarm Trip Hot 38 EE 6 38 47 Today O 14 Today this gleeft 08 69 TOG AY MIMS EE 98 69 Total All COSC EE 58 69 Total LOS ee EEN 14 Transferred PFroMisuesioooddi rd cs dial 55 62 Transferred Foradada dad ade 55 62 TONK DetallS ies ds aa n 13 Trunk Display Position aennnennnennenennnnnennrennneennnen 11 Trunk Group Monitor 3 67 72 Trunk Group Monitor View 67 Riet Ee BEE 72 Trunk Groups o A A AAN 23 PROIMOVC EE 23 Trunk Groups T 23 27 39 67 TURK dein tee 69 Trunk Related Screens coooccccoccccccccnccconcnconcnonononononos 3 EE 7 Re Din 7 12 Type FC IMOGKA Pita adas 47 A ene eee ere O 45 47 U Unacknowledged Alarms nnnennnennnnenn
11. A 80 Call Center View o E y 83 A eelerer 83 Group Porno MACS caia 86 GIOS S ALY EE 87 Introduction General Compact Contact Center CCC modules provide the user with the necessary tools to facilitate the management of call traffic They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the eBusiness digital communications platform The product consists of a set of fully integrated modules sharing a common database utilising Interactive Directory and Database IDD technology The suite of modules consists of the following applications e Call Center View CCV Provides a management package for telephone based staff and supports any size Customer Facing Department CFD or contact center To effectively control customer service levels real time human resource management is essential and the Call Center View has been specially designed to manage the CFD s or contact center s most valuable and expensive asset it s people e Call Center View Alarm Reporter Provides information for each Contact Center Profile about alarms that have occurred within the Compact Contact Center The detailed alarm information for each directory number is presented in report format which can then be printed e Wallboard Manager Real time information from the call center is essential to react to constantly changing telephone traffic levels and provide excellent customer service Wallboards al
12. E 60 Ans Time E 120 ns Time 120 Ans Time E 120 ns Time F Select Directory Number To select the directory numbers double click Dn Name text box and follow the instructions detailed Select Agents Groups Trunks Alternatively use the spin button E until the required option appears in the left hand box Set Answer Time The left hand column enables you to change the bandwidths A to F individually The right hand column displays the cumulative answer time boundaries as monitored on Dn Activity as well as Individual DDI Details View screens 1 To change the Ans Time A F click and hold the mouse on the spin button E until the required time appears in the left hand box The time changes in 1 second intervals The range is 1 120 seconds e Note When you alter one of the Answer Times e g Ans Time C the others down from the selected one i e Ans Times D E and F also change by the same value Once you have selected your time for the selected directory number click Set Click Yes to confirm your request Click No to close the confirmation screen Page 18 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Lost Call Threshold This option allows you to set a threshold for use in the GOS PCA calculations at which a call is deemed to be lost A user will enter a time between 1 and 60 seconds and calls that are abandoned during this threshold will not hav
13. Status screen allowing the supervisor to view a number of agents in real time Each agent is represented by an icon showing the agent s name and current state in addition the supervisor may select one field to be displayed within the agent icon dn Real Time Status A ES si S Real Time Status screen displays the name of the group as well as the selected display information that is being monitored Using drag and drop the screen may be laid out to represent the office layout from the supervisor s perspective The statistics for the group are represented at the bottom of the screen These represent the total statistics information for the agents within the group If an alarm has been set for any of the selected statistics when the alarm is triggered then the background colour of the selected statistics changes to Red To find out about alarms see Alarm List To find out which Agents are set up in a higher numbered agent group than the group on display click Show members in higher Group which changes the agents background colour to red Call Center View Page 61 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Real Time Status Monitor To display different statistics for the agents click E the Monitor Display Selection screen appears d Monitor Display Selection Monitor Display Selection Setting ATS Colour Display State FPCA All y 1 To change the Colour c
14. Tme 47 Wallboard Server Browser 11 Wallboard Server Browser menu 9 Wallboard Servers SUS esd E 47 Scheduled Messages ist 48 Wallboard Servers cececeeceeeeceeseeceeeeeneees 9 47 48 WB Alani oceano 2 WB Desi al N econ 42 Web CallBacien aaa 1 Web Ghana adidas 1 Windows taskbar Star DUO Nana 4 Windows Ioskbar cono nconcnnoncnnns 4 Workforce Management 1 Workforce Management Interface 0nnn0nnnaannnaan 1 Y ke 5 13 14 15 16 MOS DUO Mia la 51 Page 97 40DHB0002USBB Issue 5c 26 September 2005 Index Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any
15. View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Individual Trunk Details From the Real Time Status screen detailed information about a trunk can be obtained by clicking using the right hand mouse button the trunk The individual Trunk Details screen appears The screen provides information about the trunk status within the group as well as call statistics and costs dn Individual Trunk Details E Line 5 1 9161 Current Status Busy Time in State 10 40 51 Call Totals Average Durations Answered 0 Lost T Outgoing 0 Presented T ISON Calls Time Last Call at Last ISDN Call Cost Date Last Call at Total ISON Call Costs Angwered 00 00 Outgoing 00 00 ISON Reset TAD OO OC DO 07062004 Last Connect Device Queue Monitor From the View menu select Queue Monitor or click E Call Center View Page 77 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View al gt al te i Queye Details Support Y Li Ans 7 E Lest lo 00 00 Grp calls Ans o MMM_ Test 504 wi Lu Ans g Pus Lost 0 O 00 00 PCA 100 0 Everybody 599 vl Li Ans A zeeen Lost T 0 00 00 PCA 100 0 VW LA Ans 4 wy Lyi Ans 4 d L Ans 35 Lost o Lost 4 Lost 1 o J onan PLA 100 0 o J oo oo PLA 100 0 o J oo oo PLA 100 0 a
16. View screens by selecting Display Logged Off Agents Call Center View Page 53 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Update Periods From the Set Up menu select Update Periods Pree rere errr Update Periods in Seconds Group Monitor 5 El Trunk Group Monitor 5 B Individual Group Details F El Individual Trunk Group Details F El Individual Agent Details 5 El Individual Trunk Details 5 B BLF Details 5 a PTS Details 5 E Next Dn Activity Details F El Previous Real Time Status E B Queue Monitor F l Group Status Percentage EI El Individual DDI Details F am Close This option enables you to set the time for obtaining the current information from the telephone switch To increase decrease the Update Period for each field click and hold the mouse on the spin button until the required time appears in the left hand box e By default the Update Periods are set to 5 seconds except for Group Status Percentage which is set to 60 seconds The range is 1 25 seconds with the exception of Group Status Percentage which is 1 1440 seconds Note Dn activity cannot be set below 5 seconds Page 54 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Default Settings This option allows you to reset the configured Setup screens back to default values From the Setup menu select Default Settings and the f
17. categories click IL associated with that category Page 35 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Compact Contact Center V5 Call Center View Select Directory Number There are 240 entries available They are divided into 4 tabs each containing 60 entries Tabs are from 1 60 61 120 121 180 and 181 240 1 From the Available Dns list box click El or El of the scroll bar or drag along the scroll bar to display the required number 2 Ifthe directory numbers are in alphabetic order click a directory number and then type the first letter of the required name The cursor will be placed on the first name beginning with that letter 3 From the Available Dns list box either e Click a directory number drag and drop to one of the entry boxes or e Double click the required directory number The number will be placed in the first blank slot 4 To move a directory number from one entry box to another click the directory number and then drag and drop to one of the entry boxes Not Initialised in an entry box indicates you have not selected a directory number 6 Toremove a directory number from an entry box double click the directory number Not Initialised will be displayed to indicate no directory number is selected 7 Click on Save when selection completed Page 36 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV DN Activity The Dn Ac
18. detailed information about DDI directory number s click using the right mouse button the Summary screen for the selected DDI directory number appears This screen provides information about the status of the directory number Call Center View Page 79 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Find Directory Number 1 If you have configured two or more Queue List screens to search for a directory number in one of the screens click CG The Find Dn screen appears On Name eg On Number o Results Bata 2 If you know the directory number s name then place the mouse cursor in the Dn Name text box and type the first letter of the name You will notice all the selected directory numbers within the Queue Monitor screens beginning with that letter are automatically listed in the Results box 3 The above procedure is also applicable for the Dn Number Place the mouse cursor in the Dn Number box and type the first digit You will notice all the directory numbers beginning with that number are automatically listed in the Results box 4 To select the required directory number double click it from the Results box However if there is only one directory number listed within the Results box Go to is enabled Select the directory number and then click Go to Queue Monitor incorporating the selected directory number will now be displayed 5 Toclose the screen click Exit
19. e High Alarm 10 hence High Alarm Clear 10 x 80 8 aueue Wating Alarm Example for PCA Available Agents Available Trunks Call Rate The flowchart and the table illustrate this example e f Alarm threshold clear is set to 20 and PCA Normal Alarm value is set to 80 e An alarm will occur when the value is less than 80 the specified value When it reaches 120 of 80 it will automatically be cleared i e Low Alarm 80 hence Low Alarm Clear 80 x 120 96 Call Center View Page 47 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View PCA lF CA No Yes ls PCA Ae 2967 PCA Value Alarm Low Alarm Low Alarm Low Alarm Clear No Alarm WB Alarm Scripts The CCV Alarm Handling is tightly integrated with the wallboard Server software Alarms may optionally be forwarded to the wallboard Server for display on the wallboards By default once you have specified alarm thresholds for the directory numbers and have also checked the Forward option on Alarm Settings then when an alarm occurs the alarm details in generic format e g Calls Waiting will be displayed on the selected wallboard device s Note In this manual Wallboard Devices are comprised of Ferrograph Spectrum or AdvaTel Wallboards as well as any active PC Wallboard s Refer to the Wallboard Manager manual for more information e Generic Alarm Alarm types available in the Alarm trip Point
20. email will be considered lost three times Note Any change to the Lost Email Threshold will be applied to all profiles as it is a system wide setting that is stored on the Delta Server Set Lost Email Threshold Setting Lost Email Threshold Lost Email Threshold fi a Dayle 1 From the System Admin menu select Set lost Email Threshold 2 To change the Lost email threshold select from the drop down list to obtain the required time The range is between half a day and five days set in half day increments 3 Click Set to finish Note Changes to this option are only available when logged on as an administrator Page 20 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Log Off Time The Log Off Time option allows the administrator to define what the closing time will be When the closing time is reached any agents not on calls but in the ready state will automatically be logged off Any calls that are in progress or still in the queue at this time will be serviced before the agents are logged off If they are in a Busy Wrap Up or Busy Not Available mode they will not be logged off When 15 minutes after closing time has passed any agent still on calls will not be logged off when they finish their calls and will need to manually log off The log off time can be enabled by a tick box default disabled The setting is a system wide setting and cannot be applied to ind
21. for all the directory numbers within the telephone switch This is the default setting e Reset Single DNs This enables you to reset the call statistics for an individual directory number within the telephone switch To select an individual directory number double click Dn Name text box and follow the instructions detailed Select Agents Groups Trunks Alternatively use the spin button E until the required option appears in the left hand box Page 16 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Select Stats There are three Reset Statistics options e Today Stats Resets all the statistics of the day e g Lost calls excluding ISDN information e ISDN Shift Info Resets all the ISDN related information of the day e g Last Call Cost e ISDN Total Info Resets the total ISDN information since the last reset e g Total Lost Records 1 To select any of the options click I associated with that option 2 To deselect any of the options click M associated with that option 3 Once you have selected your option s click Reset 4 Click Yes to confirm your request 5 Click No to close the confirmation screen PCA Target Time This option allows you to set PCA Percentage of Calls Answered Target Time for any directory number within the Telephone switch From the System Admin menu select Set PCA Target Time the Set PCA Target Time screen appears Set PCA Targe
22. hard drive of the PC or in the Network drive and will override the previous configuration However if Save is not selected when exiting Call Center View application or logging on a different Profile then the configured details are lost for the current Profile Set Up screens have Next and Previous options These allow you to move forward to the next or back to the previous screen without exiting the current screen To display the selected directory numbers without blank spaces i e Not Initialised between entries click Compact The main setup screens are shown in the table below RTS Display BLF Details Alarm WB Destination Group Status Percentage DN Activity Alarm Settings Alarm Trip Points State Details Queue Display WB Alarm Scripts Update Periods Language This option enables you to select a different language if the Call Center View incorporates multi language facility By default the Language is set to English From the Set Up menu select Language Click the required language Wallboard Msg Database When you choose this option from the Set up menu you will need to select the wallboard database from the dialogue box Once selected click on the open button User Data Path This option enables you to access the Call Center View Profiles across the network Once the Network path has been established every User regardless of their Access Level needs to perform the following instructions from their own PC
23. is used to display all the unticked boxes in one percentage field e g with only incoming and outgoing ticked when Display Other box ticked then all the remaining fields will be displayed in black as one percentage The colour of the states is controlled from the State Details screen In the example below the Outgoing state has a yellow background with blue text Click on Save when selection completed A Details Agent Group Trunk Group lw E Iw Iw E E cd F BusyW rapUp E EA z E Met BUSY E E det g E Previous Sege S y Ny y z S 2 p Sawe m Cose Call Center View Page 31 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Queue Monitor Queue Monitor has been designed to monitor the call traffic by allowing the supervisor to display up to 180 queues in real time via 20 screens each containing 9 queues These queues may represent trunks trunk groups agents and agent groups From the Set Up menu select Queue Monitor and set Queue List Id from 1 20 Each queue list can be given a discreet name type a name in the Queue Name text box From the Queue Details field set the nine Directory Numbers as required these will be displayed as the nine queue fields when the Queue Monitor View button see Queue Monitor on the task bar is pressed This option enables you to select the directory numbers to be displayed on the Queue Monitor View screen see Queue Monitor There
24. maximum alarm threshold will trigger when the number of calls answered by this group and transferred to another group exceeds any of the specified thresholds e Refused Call The alarm will trigger when the number of refused calls by an agent group exceeds any of the specified thresholds Call Center View Page 45 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Alarm Points Criteria WB Destination All alarms for the directory number selected can be targeted at the selected wallboards Up to 5 wallboards can be selected If no wallboard is specified then the alarm will be directed to the wallboards within the Alarm Wallboard Destination form WB Destination Wallboard Destination Apply to Got Group Apply to Members Restore e WB Destination Selects the Wallboard where the alarm is to be displayed Different alarms can be displayed on different wallboards The selected Wallboard s appear in the WB Destination pane Page 46 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Example for Calls Waiting Longest Waiting Call and Average Answer The flowchart and the table illustrate this example e If Alarm threshold clear is set to 20 and the Normal Alarm value is set to 10 e Analarm will occur when the value is greater than 10 the specified value When it reaches 80 of 10 it will automatically be cleared i
25. option will cause the First Alarm screen together with the individual Detail Screen for the directory number to pop up e Audio Alarm Set Clear this causes the PC to beep every time an alarm has been triggered and also when the alarm is cleared On completion click Save Page 52 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV State Details This option enables you to select a set of preferred colours for the states Pee eer ree rrr errr errr OTT CTT tree State Colours Click on state to change colour Escape key cancels colour selection box Display Agents M Display Logged Off Agents 1 From the Set Up menu select State Details 2 To change the Text colour of a State click Back which changes to Text Then click the state a Colour Selection box appears 3 Click the required colour Click the Ok button To change the Background colour of a State click Text which changes to Back Then click the state a Colour Selection box appears 5 Click the required colour Click the Ok button 6 To close the Colour Selection box without selecting a colour click Cancel Note If you select Red colour an error message will appear preventing you selecting it By default red background indicates an alarm has occurred View logged off Agents You can display all the logged off agents when monitoring directory numbers in the Real Time Status and BLF Details
26. or any one of its members is unnamed Further telephone switch Analysis is provided within the Real Time Status for Agent Group Membership Trunk Groups This indicates that group members are of the same device type and all members are named x on left hand column One or more group members are of differing device types Trunk Agent etc Note x on the right hand column will always be ticked as Trunks are not normally named Call Center View Page 9 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Administering CCV Configuring Call Center View for a User s Profile 1 Ensure you are logged onto CCC User Access 2 Start the Call Center View application create the User s Profile and configure the CCV according to the User s requirements See Set Up Call Center View Ensure you Save the configuration in each Set Up screen Exit the CCV application Function Keys Some functions may be selected by pressing the shortcut function keys listed on the menu to the right of the command e F1 Help e F2 Print current screen e F3 Next screen e Shift F3 Previous screen e FA First Alarm Help The Call Center View Help File uses a context sensitive help format This means that you can obtain detailed information about any of the CCV screens You can access Help in two ways With the screen displayed press F1 or From the menu bar click Help and select the required inform
27. the other Alarm Types to High Call Center View Page 49 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Alarm Wallboard Destination From the Set Up menu select Alarm WB Destination Alarm WD Destination Settings WE Slam Destination List Next Modify List Previous Wallboard Probe Time Time mm ss 05 00 E Close PLLA This option enables you to select specific Wallboard devices within the network to display alarm messages on different agents DNs that are generated from the CCV application e g an alarm triggered for the agent on DN 203 can be sent to PC Wallboard for the agent on DN204 However where an individual DN has not been assigned with its own set of destinations maximum 5 the Alarm WB Destination settings will be used as a catch all Where a DN has been set up with its own destination list this will override the Alarm WB destination settings which will then not be used as a destination By clicking the Modify list button you will stop sending the Alarm messages if Forward has been checked to the wallboard device s You are then able to select wallboard device s as well as any active PC Wallboard s Notes 1 Whilst in this screen the Forward Alarm option is disabled 2 To display the Alarm Messages on the selected wallboard devices ensure you have checked the Forward Alarms option in the Alarm Details setup screen 3 In this manual Wallboard
28. this screen is 5 seconds Click using the right mouse button an agent the Individual Agent Details screen for the selected Agent will appear Call Center View Page 65 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Individual Agent Detail The Individual Agent Detail screen allows the supervisor to focus in on a particular agent and view their activity per day or per shift The screen also provides a list of the groups that the agent is a member of plus a breakdown of the number of calls answered by the agent for each of these group memberships including the average duration of those calls Summary information for the agent s activity for the day or their shift is also available From the Real Time Status screen right click on an agent and the Individual Agent Details screen appears This screen contains real time summary information for the day or shift dn Individual Agent Details 24 el El J O h n 204 Group Calls Answered by Agent Agent s Picture Agent s Group List Answered Group Dn Avg Dur E gi gi Curent Status Time in State 9 46 51 Time on Duty This Login 9 46 57 Last Known CLI Last Number Called Total Time on Duty Today 3 46 51 y Call Rate 0 00 Call Totals Average Durations Incoming T Lost T Trans To LU Incoming 00 00 Outgoing foo Refused lo Trans From Too Internal Made T Internal Acwd 0 Outgoing 00 00
29. to gain access to their individual Profile 1 Start CCV Log on as New Profile From the Set Up menu select User Data Path the Setting User Data Path screen appears Select the created network drive and path e g N Users Click Save Exit CCV application Restart Call Center View Log on with your Profile Name and use the CCV according to your Profile configuration Page 22 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Show Network Details on Start up This option is used to display the Network Details screen every time you start the Call Center View To set this option e From the Set Up menu select the Show details on Start Up Option A tick placed next to this option in the Set Up menu indicates that this has already been selected Group List The group monitoring screen puts the supervisor in control of their agent skill groups or campaigns enabling them to monitor the status of these The supervisor may view 9 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 7 screens thus enabling the supervisor to monitor large numbers of groups simultaneously From the Setup menu select Group List the Group List Selection screen appears This option enables you to select groups excluding Trunk Groups to be displayed on the Group Monitor View screen see Group Monitor Group List Selection Available Groups Display G
30. 2 13 EMS ad 5 12 13 Existing Profile GCOMNGECE WSING EE 5 SEN Lef Proein dos 5 EXT CGV application cala 20 Exiting CE Ee e e te EE 8 VIEW cies st ats sate alias 52 EXI tio osito 8 52 75 Ext Page 92 40DHB0002USBB Issue 5c 26 September 2005 Index ONGOING an a 24 58 69 A r eebgeier 24 58 69 gt A A 62 F A ee ae ee ees 16 Eeer 8 Ee 8 11 Eeer 8 SS EE 8 Ferrograph ETH Ee 46 Ke 47 o EE 9 46 47 Ile Melli 9 10 12 Find Directory Number 15 ELLE E E lil EE 15 FIP ORY ON A ou nce E send unas a else neal eceawnne 4 Find Server MENU occcccocnnccocnnconnnoncnnnnnnnnononnnonannonanenos 5 First Alarm A ee 48 ISA Dada 8 48 Following inconsistencies ccoocccconconcnccncnoconnocanccnancnnanconanonos T Welle e Le DEE T ele 64 Force Agent Feature uk 64 Force Agent Status EE 64 FOWA BEE 46 FOWA AIOT EE 46 FLING ORIG EYS uta ocios td oca 8 G Generali ia ads 1 51 General Sens a 3 Generate Alarm Log Ee 48 E aio 45 CA eae had alae etnies 24 30 55 GOS All wre cal teats do 24 26 58 69 EL ns hectare EE 24 58 69 BO SP EE 17 Grade ONV O 17 EE EE 17 Group AAO WER ER RIVE net ER Display Free enee Se ee 23 O Dee En 22 HOGG MUS aura in eve ee 08 69 kant dee eeh 22 23 58 61 69 Elte le RUE EE 30 Group Calls Answered o nsennnennonnenneennn 58 62 69 Group Calls Avg Duration cccccccceseeeeeeeeees 58 69 Group RRE 54 Group Display Selection A o A 24 Group Display Select
31. 2USBB Issue 5c 26 September 2005 Call Center View The group icon shows the current state of the group if an alarm is triggered the group icon will change to red to draw attention to the exception It is possible to select five parameters for each group to be displayed on the group icon In addition five fields may be selected from the list to be displayed at the bottom of the screen as totals for the selected Agent groups Loun List Group Individual Agent Group Individual Agent rm On Activity T Group Status Percentage The above diagram shows the levels within the Group Monitor View screens e If you right mouse click on a group you will view the Individual Agent Group details e lf you left mouse click on a group you will be taken to the Real Time Status screen for the group You can change the layout of the Agents on screen and the way they are displayed The Group Status Percentage and DN Activity screens can also be viewed e A right mouse click on an agent will show the Individual Agent Details where you can Force Agent Status and view the PTS Percentage Time in State Group Details A group is represented by TSG ENG GROUP 4525 No on Ready 0 Co Grp Calls Ans AR 9 ae Grp Calls Ans Ext 9 Answered Al 43 Answered Ext 26 This is a typical example the five parameters shown have been configured during the set up procedure Page 58 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact
32. 60 INGIWOIK Detalla ios ii 9 ODEN EE 9 60 Original Target n eine 10 12 Other Alarm TTD POINTS EE 41 ENEE Ee 41 Page 94 40DHB0002USBB Issue 5c 26 September 2005 Index Outgoing leede eegen 24 58 69 A A ebieeg 24 58 69 Be el Le sui a t 24 27 58 62 69 OVEMIOW From ntsc idas 55 Bue Ce RK EE 55 P PC CAUSES ioe EE 48 A E 11 A 1 2 4 11 20 48 PE WalDo daerahe 1 9 10 46 47 PC Wallboard application 10 PCA gt E 43 A 15 24 30 39 43 55 58 PCA Alarm Type LOW CALC GORY caida di cai 45 PEA Alaro TYG ii da 45 PCA All STI GE 24 26 ch OF A A ee ne 24 26 58 69 PONEKE eae mena A oat SOR 24 58 69 PCA Target Time REI Le 15 PEA Target Kl EE 15 PCAN al deis 43 Percentage Calls Answered 39 Percentages a a 39 65 Percentage Calls Answered 55 Percentage Graph Format 60 72 Percentage TIMG cccccsssceseseeseeeeeseseeeneneeens 3 65 Percentage Time Summary cccseeeeeeeeeeeeeeaeeeees 65 Percentage View 27 Personals 1 Point SE A ee 4 Programs da oa A 4 POINT EE 4 POD WD ALANIS hese a a a 48 POPUD alc EE 11 Prev Details Next Details cooocccccooccccoonnccconoos 6 Preview PAM a ia a la td 45 A ere On ce eee ee meee Se eee eee 8 Print Juegt le Le DEE 11 a 11 el EE 8 11 Priority Level EE 9 Sleigh EE 9 B ren EE 5 12 13 Profile Name EMO yl 5 Protile Name EE 4 5 6 20 Profiles EE 5 12 18 MOVE 13 ier EE 5 12 13 20 Program Fil
33. AVAYA Compact Contact Center V5 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Table Of Contents VEG OCU GUN OR ds 1 GS FC EA cscs etic cr anne cee ba 1 SANO CC Ee 2 CallCenter VIEW CCV DE 5 ell ie Re ut 5 o tert Le EE 5 Saring AMG enter Vie Wii E 6 To Connect Using an EXISINO Profle 0 000 data T TO Greate NeW Proe iaa od T Undetinea Directory Ein e 7 Call Center View Main Gcreen nen a Eea i A NEEE 8 Group Memb rship Analys S ia tilda 9 A A A E abt tae 10 Fle Menu OPINAS aiii 11 SIMS A O E EE 11 Supervisor Mess ads ii 11 NetWork Detalla Ni ed 11 GalllBack REGUCSULOSE Cala ia 12 POUM EE 14 A A 14 Create NOW sl ONG eebe EE e 15 REMOVE PTOS aa 15 eh EE e nn EE 16 SE EE ee ee eebe een 16 PGA Target TM te e a do e ad os a ds Sakae de 17 ANSWEr WEIER 18 OST Calle GSS NOI WEE 19 LOSE Email TITS taras 20 LOTO GE 21 RESELL y OPEP COCO OO dE 21 Deleg te AUNO AP A o O A II eee cere aa eee 21 e e En ER A a E 22 Wallboard Msg Databas EE 22 UserData ralla a A ies 22 Show Network estate On Star visi di dao 23 A EE 23 TUPI KHOU ONES EE 25 SOU DIS Pl A a ee eer ee eee 27 A A en er eRe eee 29 Sroup statUs Percentade isis dr leidas 31 Queue MONTO SAA As 32 Queue DISP EE 34 PLEDE EE 35 BC Rer E 37 A O A E A 38 WEB AIA EIN cipal 48 Default le LEE 55 MEW nl deca 59 EE E EE 55 Modify COMMON Le EE 56 Chande Stata COOU Se alitas 56 Group MONO EEN 57 TUNK E ele MONIO tata iaa oia etn 70 Queue MONO aa 77 E SL
34. At present there is only the State option implemented future versions of the application will support further options To change the Display click the pull down arrow and select from the listed options To save the changes click El or to close the screen without making any changes click IS The available options are Time in State The time spent in the current state Lost Calls All The total number of all incoming internal and external unanswered calls by the agent today Lost Calls Ext The total number of external incoming unanswered calls by the agent today Answered All The total number of all calls internal and external answered by the agent today Answered Ext The total number of external calls answered by the agent today Last Call Cost The cost of the last call made by the agent Total Call Cost The total of outgoing call costs incurred by the agent today Refused Calls All The total number of all calls internal and external which rang the agent today which they did not answer Refused Calls Ext The total number of external calls which rang the agent today which they did not answer Calls Waiting The total number of calls waiting for the agent PCA All The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls answered by the agent PCA Ext The number of external calls answered by the agent within the target answer time as a expr
35. B0002USBB Issue 5c 26 September 2005 Call Center View Trunk Group Status Percentage This screen displays a graphical representation of the percentage of the selected group s trunks within the selected states see Group Status Percentage for set up details To activate the percentage view screen from View open the Trunk Group Monitor screen first Left click on a trunk group to display the Trunk State Time in State menu and click on the percentage icon in the tool bar The Group Status Percentage screen appears This is a real time screen that shows a summary of the percentage of agents in each state On Group Status Percentage A ES By se oo PRI Line 5 9160 100 00 90 00 80 00 70 00 60 00 50 00 A 40 00 30 00 20 00 10 00 DDI spp I Double Click on Graph to Toggle Graph Type start Time 10 25 19 End Time 9 25 19 Current Values Io Io itm O Io Pa Pca 2 1 100 0 fos 21 100 0 Lost AkO Fals Waiting 0 answer Alto The statistics along the status bar of the screen represents the information of the trunks within the group Percentage Graph Format The vertical axis of the graph represents percentage of agents in each state and the horizontal axis represents time The graph shows historical state percentages between Start Time and End Time There are two formats that the graph can be displayed Double click on the graph to toggle between Bar and Area formats Page 76 Call Center
36. Calls ES esa Calls Waiting M Lost Calls E Agent Group renee we Overflowed To Agent Dn wd Troe Ge Ww Overflowed From Ext Logged Un W Avg lC Du kg Total l C Call Dur HM Avg 046 Du Move Up If Calls Waiting De Back Color NES Close By default all the fields are selected as indicated by Y associated with a field 1 To de select any of the fields click M associated with a field 2 To select any of the fields click IF associated with a field Background Colour This option enables you to change the background colour of the Dn Activity View screen From the Dn Activity screen click Back Colour the colour selection screen appears Click a colour and then click the OK button Click Cancel to close the screen without selecting a colour S A E Click on Save when selection completed Call Center View Page 37 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Alarm Trip Points Different alarm tiers may be set for each device enabling the administrator to set alarm conditions with an increasing degree of severity The three different tiers of alarms are classed as Normal Caution and Critical The point at which the alarm will clear may be set as a percentage of the alarm trigger time These three alarm parameters may be set for individual agents groups or trunks From Set Up select Alarm Trip Points to display the menu Tabs are displayed for Time in State Queue Utilisati
37. Center View fel File Profle System Admin View Get Up Help al alal S Gls 21 LI d O Administrator Administrator Acme chert Avaya 13 27 wed 09 June 2004 Descriptions of the toolbar buttons are displayed on screen when the mouse pointer pauses on them The buttons on the toolbar are as follows EE Send Message Enables you to send a message to a Wallboard Device El Print a Screen Enables you to print the current screen e E Grou Monitor Enables you to monitor the selected agent groups il Trunk Group Monitor Enables you to monitor selected trunk groups Real Time Status Enables you to monitor a summary of the percentage of agents as well as trunks in each state e E Queue Monitor Enables you to monitor a directory number s Groups Trunks or Agents response statistics in real time e E BLF Details Enables you to monitor the real time status of directory numbers e fe Dn Activity Enables you to monitor the status of the directory numbers in greater detail d Alarm List Enables you to see the chronologically listed alarms ESEA Prev Details Next Details Enables you to select the next or previous screen Enables you to configure edit the configuration for a particular screen Eileen Membership Analysis Analyses the configuration of the telephone system ensuring consistencies throughout and preventing issues that may cause incorrect data input into the historical databas
38. Contact Center V5 Call Center View CCV Individual Agent Group Details To display summary information for a group right click the group the Individual Agent Group Details screen appears It is particularly useful as it provides a single screen summary of group information in terms of call volumes status of group members and average call duration s dn Individual Agent Group Details Call Centre 300 Group Status Ready Calls Waiting J oa Longest Wal 00 00 Group s Members i S El PCA 100 0 Lait Ans 00 00 GOS 100 0 Lait Lost 00 00 La Overflowed To T Overtlowed From T Agent Status Members A Incoming T Outgoing Ready A Ringing T Halding Busy T Internal A cwd T Internal Made Busy Vraplp T Busy NA T Logged OFf Call Totala Average Durations Incoming T Lost T Trans To T Incoming 00 00 Outgoing T Refused T Trans From T Outgoing 00 00 If an alarm has been set for any of the Calls Waiting Longest Wait PCA Lost alarm fields see Alarm Trip Points for the applicable Setup when the alarm is triggered then the background colour of the alarm field changes to red see Alarm List for details The background colour of the Group Status changes to red if the alarm has been triggered The following information is available on Individual Agent Group Details screen Note Any metric with a indicates that a breakdown of internal or external call stati
39. Containing Eet 31 CONTANDO recat iver isto e A cantons 31 Context SenSitiVe ooccooccconcccocnconccnocnncncnconcnnoncnnonnnnns 8 Create Call Back Request Message ooccccccocccnccnccnnononos 10 RI EEN 10 13 E eru e In EE 5 Create New brotle 5 13 Create Prole tii ins 13 EH lee EE 36 39 E dee add 36 eeh Ee 1 Customer Facing Department 1 Call Center View Compact Contact Center V5 D BAADI Setters tse eae ee ee oh eam ene eae 1 KARTEN 12 16 31 74 Default ANS ee eee eee es ee 30 Pl eene 24 26 Default cineca cenit co ape 24 26 30 Default aa od 51 RISCH Wed e EE 2 51 DetatllSiZO lidia liado 52 DefatltiWallboard ci 9 Delegate Author iii lid 19 Delete Directory Number use 28 Delete Enanos 28 Delta Server CASUAL ia 4 SOCIO EE 4 Della DO Ver ao aa tica 4 5 9 17 18 Deselect WEEN 14 27 28 31 35 65 Destination EE 9 Detall e a 48 A A A 9 E A E 62 Directory Number 10 12 28 Directory Number 0000 9999 occcoccccocccccoccnccnccnonnoos 28 Directory Number Order e ose oe de den 28 Directory Number Order 28 Display Checkerboard occcccocccccccoccncococonccnanonnos 59 71 Display Group EKETE ME 22 BIER ee EE ER Display Groups jet ER Display Ee 65 Display Logged Off Agents SE Le EE 49 Display Logged Off Agents cccccesseeeeeeseeeeens 49 Display Olleria 27 Display Selections A eae idle cau 69 Display Gelechons 24 26 30 69 Display TIME ati vain di ada 48 Display TrUNKS ed ee
40. Individual Agent Details e Individual Trunk Group Details Call Center View Page 85 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Group Performance Agent group and campaign performances monitoring are an essential element of the supervisor s daily activity The group performance monitor enables the supervisor to instantaneously analyse by a summary breakdown the performance of the top 50 agent groups This enables Call Centres which have have incentive schemes running to target their top performers Supervisors could also project this screen onto a wall mounted monitor to encourage competition between agent groups Alternatively it enables supervisors to have a real time understanding of what Campaigns are the most or least successful From the View menu select Group Performance the Group Performance Monitor screen appears d Group Performance Monitor Legend The top 50 performing agent groups or campaigns are categorised by the number of incoming calls answered by each individual agent group Page 86 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Glossary A Ans The total number of all calls internal and external answered by the agent members of the group Answer All The total number of all calls internal and external answered by the agent members of the group Answer Ext The total number of external calls answered by the agent mem
41. Individual Group Details 74 Individual Summary scCreens 76 79 Individual Trunk Details 3 73 Individual Trunk Group Details 3 74 HUE USC A A A 31 Installation Manual 1 A A A 24 o A 24 Internal Made 38 55 58 62 69 Internal JEE uuiiocacacin is daa 38 55 58 62 69 peso BEE 3 OTC resida ebria poa 5 IP Office Voicemail Pro Installation 10 ISDN OX CIUOIING eegene eege 14 Call Center View Compact Contact Center V5 SON ansiada id eames 14 ISON SHIRIN O ip da 14 ISDN Total Info 14 L EAN CN 30 A 30 La 24 58 69 Ln ee 24 Ei RN 1 Language EE ZU LAST Gall COS EEN 14 58 69 Last mMowWG Llena addon 62 Last Number Dialled ni o 62 Layout DUON aaa da 59 71 Layout Display Selection MEW ere 59 71 Layout Display Selection nonnnn0nnnnnennnnennnnni 59 71 Biet 6 List button AO deal eae emcees eli 47 Sta E 47 Lists Available DIAS ui n e 31 Wallboard Servers coccoccccnconcnncnccnconcnncnconcnconannos 47 O arate A O O 12 31 47 LND PIS OIA Stadt 62 BCEE 62 Loading Setup Details 5 SOG BEE 20 OG HOT WMG LEE 19 Logged OM KEEN 38 55 64 Beie e 62 Login Profile Call Center VIEW EEN 4 LOG I Proteina lll ooo 4 LOGON BEE 4 12 51 LOGON DUWO EE 5 Logon Profle iania aa 12 Longest Wat 24 39 55 58 69 Longest Waiting Call 43 ot 12 30 55 Eo REG 24 26 Lost Call Threshold REI Le EEN 17 Lost Call Thresbold cece ceceeeceeceeeeceeeeeeeeeeeeeae
42. Queue Display selection screen appears This screen has two fields Display Selection see below and Available Queue To set up the contents of this later field of see Queue Monitor m Queue Display Available Queues Display Selection 40170 bs Bozeley 420 Andy Nash 4337 Brad Trower 4636 Dave Blewett 0200 M ain 4123 Mark Cosgrove 4974 Matt Rameden selection 1 m 14797 Darren Baker 15122 Help Desk Selection 2 Lost D Selection 3 LW Ans Next Previous Compact Print Wild I Close Ice RU CH Change Queue Display Selection There is a maximum of three different statistical Display Selections for every group These three statistical display selections are set by default to Ans Lost and PCA respectively Each of these three display selections can be changed to any of the fields listed below To alter the Queue Display Selection for an Available Queue highlight the required group click the pull down arrow associated with a Selection 1 3 and select from the listed options as follows e None Nothing to be displayed e Ans The total number of calls internal and external answered by the agent group members e Lost The total number of all unanswered calls today e PCA The number of calls internal and external answered within the target time expressed as a percentage of internal and external answered calls e GOS The number of all calls internal and e
43. Request feature can also be utilised in conjunction with the PC Wallboard to allow the supervisor to assign callback messages to the agents that are logged on to the PC Wallboard application Further details are available in the Wallboard Manager Manual for the administration of the callback messages This option enables you to administer a list of callback messages received from Voicemail Pro as well as to assign call back messages to the agents via the PC Wallboard The Lost Calls feature allows a supervisor to view a list containing all the available data of all incoming calls to an agent group that are lost or abandoned by the caller They can then action the call to a Call Back list and assign to a user Create a Call Back Request message 1 From the File menu select Call Back Request and the Call back Request tab 2 Inthe Add Call Back Request section use the spin buttons to select the Dn Name and enter the incoming CLI number for the agent to call back the client in the Add CLI box 3 Click Add to include it to the Call Back Request list and either repeat step 2 for further agents groups or click Close The Callback Request List displays the following information e Date The date when the callback request arrived e Time The time when the callback request arrived e CLI The Calling Line Identity i e the telephone number of the caller requesting the callback option e Original Target The Directory Number Name that the inco
44. This is a typical example the five parameters shown have been configured during the set up procedure Individual Trunk Group Details From Trunk Group Monitor screen to find out detailed information about a group click using the right hand mouse button the group This screen provides information about the trunk group s activity for today or shift as well as the current status d Individual Trunk Group Details PRI Line 5 9160 Group Status Busy Group s Members Calls Waiting o Longestiwail J 00 00 ne 51 BS DEA ioo L Wait Ans 00 00 Gos 100 0 L Wait Lost 00 00 Trunk Status Members 30 Ringing T Outgoing T Ready T Busi O Incoming O Holding T Call Totals Answered T Lost Answered 00 00 Outgoing T Fresented Outgoing 00 00 Average Durations Call Center View Page 71 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Trunk Real Time Status From a Trunk Group click using the left hand button of the mouse the group the Real Time Status screen appears This screen shows the number of trunks in the group their individual status and the length of time each trunk has been in that state Heal Time Status BEE ES a El Elo zl Al T Ao Foma Colums PRI Line 5 9160 State PCA All Line 5 1 100 0 Line 5 2 100 0 Line 5 3 100 0 E Busy Busy Busi Line 5 4 100 0 Line 5 5 100 0 Li
45. ae ANS 1 VW Lu ANS D WW Lu Ans 3 Lost 5 Lost 4 Lost 4 o Tom PCA 100 0 o J oo oo PCA 100 0 o J oo oo PLA 100 0 This screen allows you to monitor selected directory number s response statistics in real time Up to 9 Agents groups can be shown on a screen and there are 20 screens available It is mainly used for DDI directory numbers however it can also be set up to monitor trunks trunk groups pilot numbers agents and agent groups Any changes made in the Queue Monitor Setup screen is reflected here The next and previous buttons are always enabled so that you can rotate the Queue Lists through all the used screens Statistics for all the selected directory number s are represented at the bottom of the screen These represent the total statistics information of the selected directory number s within the Queue Monitor screen s The screen displays the name of the selected directory number s as well as the display information that is being monitored Directory Number Stasticical B Selection Alarm Warning Meters If an alarm has been defined for any of the selected statistics when the alarm is triggered then the background colour of the selected statistics changes to Red The number of Calls Waiting and the ring time of the Longest Waiting call are also represented with Alarm Warning Meters If you have specified alarms for Calls Waiting and Longest Waiting Call categories as the real time val
46. al number of all calls internal and external answered by members of the group Answer Ext The total number of external calls answered by members of the group New I C Pres The total number of incoming calls presented to members of the group Outgoing All The total number of all outgoing calls internal and external made by members of the group Outgoing Ext The total number of all external outgoing calls made by members of the group Refused All The total number of internal and external incoming calls presented to members of the group not answered by a particular agent Refused Ext The total number of external incoming calls presented to members of the group not answered by a particular agent L Wait Ans All The longest wait of any internal and external answered call today L Wait Ans Ext The longest wait of any external answered call today L Wait Lost All The longest wait of any lost call internal and external today L Wait Lost Ext The longest wait of any external lost call today Avg Ans All The average answer time of all internal and external incoming answered calls Avg Ans Ext The average answer time of all external incoming answered calls Grp Calls Ans All The total number of all internal and external incoming answered calls answered by agents for this group Grp Calls Ans Ext The total number of external incoming answered calls answered by agents for this group No on I C The number of agents a
47. als e Incoming The total number of incoming calls this agent has answered today e Internal Made The total number of internal calls received by the agent today e Internal Revd The total number of internal calls made by the agent today e Outgoing The total number of outgoing calls made by this agent today e Lost The total number of calls lost by the agent today e Refused The total number of calls that have rung this agent that have not been answered by this agent e Transferred To The total number of calls that have been transferred to this agent today e Transferred From The total number of calls transferred by this agent today Average Durations e Incoming The average duration of incoming calls today e Outgoing The average duration of outgoing calls today Note Connected Device is displayed only when the directory number is engaged in an incoming or outgoing call The number in the box indicates the device the directory number is connected to When the directory number is in a state other than Incoming and Outgoing the Connected Device is not displayed Agent Picture To obtain an agent picture you will need to know the directory number for the agent When saving an agent picture the file must be in BMP Bitmap form 256 colours and 130x120 Pixels with the file name as agent s directory number bmp You must save the picture in C ProgramFiles Avaya lPOffice CCC CallCentreView MUGSHOTS directory For example
48. are twenty queue lists 1 20 available Within each queue list you can monitor up to nine directory numbers To identify a Queue List click the spin buttons ERES Click on Save when selection completed until the required Queue List Id appears Queue Monitor Queue Queue List Id a B Queue Hame Suppor Queue Details Directory Number Chris Boseley 4010 B Directory Number AmdyNash 4207 B Directory Humber Brad Trower 4337 B Directory Humber Dave Blewett 4638 E Directory Number Man 200 B Director Number Mark Cosgrove 4123 B Directory Number MattRamsden 4814 B Directory Number DarenBaker 4797 EB Directory Number HelpDesk 5122 B Next ih Previous fam pa el Print Save EJ HE Close Page 32 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Select Directory Numbers You can select directory numbers in 2 ways Spin Buttons To select a directory number 0000 9999 click and hold the mouse on the spin button E until the required directory number appears in the left hand box Dn Search Double click a directory number entry box the Dn Search screen appears a Dn Selection By default the Available Dns list box contains all the directory numbers within the Telephone switch associated with the selected Dn Selection categories i e Group and Agent If only one category has been selected then only the di
49. as a percentage of internal and external answered calls PCA Percentage of Calls Answered PCA All PCA Percentage of Calls Answered The number of calls internal and external answered within the taget answer time expressed as a percentage of internal and external calls answered PCA Ext The number of external calls answered within the target answer time expressed as a percentage of external answered calls R Refused All The total number of internal and external incoming calls presented to members of the group not answered by a particular agent Refused Calls All The total number of all calls internal and external which rang the agent today which they did not answer Refused Calls Ext The total number of external calls which rang the agent today which they did notanswer Refused Ext The total number of external incoming calls presented to members of the group not answered by a particular agent T Time in State The time spent in the current state Total Call Cost The total cost of all the calls answered by the agent today Page 88 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Index Index A Access Call Center View Profiles 0 20 EE rai 20 Access Level AMI ALON an 64 Access SCV Cl inn 6 20 64 ACKNOWIEU GC ida as 78 Acknowledged Active Alarms ooocccocccccoccnccnccnnnoo 79 Acknowledged Active Alarms list
50. ation The Help topic for the selected option will be displayed Page 10 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV File Menu Options Send Message This option enables you to send a message to the Default Wallboard device as well as any active PC Wallboard s See the CCC System Administrator s Manual for setting a wallboard device as default 1 From File menu select Send Message the Send Message screen appears 2 Place the cursor in the Message text box type your required message 3 Duration is the length of time your message is listed on the Schedule List The message will be displayed on the relevant wallboard s with respect to the Priority Level of the Scheduled Messages To alter the Duration in seconds of your message on the Schedule List click the E spin button until the required time is achieved Either 4 Select Standard Message Click on Destination and the Wallboard Server Browser menu is displayed Double click on the appropriate Server to open it and then double click on the required Wallboard Spectrum Ferrograph or AdvaTel Click on Done and then click Send The message will be displayed on all active PC Wallboards as well as all the selected Spectrum Ferrograph or AdvaT el Wallboards within the Alarm Settings option of the Wallboard Server 5 Select Supervisor Message Click on Agent ID and the Wallboard Server browser menu is displayed Do
51. atus Percentage This screen displays a graphical representation of the percentage of the selected group s agents within the selected states To activate the percentage view screen open the Group Monitor List screen Left click on an agent group to display the Agent Group State Time in State menu and click on the percentage icon in the tool bar The Group Status Percentage screen appears This is a real time screen that shows a summary of the percentage of agents in each state On Group Status Percentage Al ES By se o Call Centre 300 100 00 90 00 80 00 70 00 60 00 50 00 A 40 00 30 00 20 00 10 00 DED Double Click on Graph to Toggle Graph Type atan Time 9 31 13 End Time 2 8 31 13 Current Values hoidin In In eg In A PS eg eg Pca 2 1 100 0 Lost Allo Lost Allo Cat Waiting 0 answer Alto The statistics along the status bar of the screen represents the information of the agents within the group Percentage Graph Format The vertical axis of the graph represents percentage of agents in each state and the horizontal axis represents time The graph shows historical state percentages between Start Time and End Time There are two formats that the graph can be displayed Double click on the graph to toggle between Bar and Area formats Page 64 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Agent DN Activity To vi
52. ay this shift e Group Calls Avg Duration The average duration of incoming answered calls answered by agents for a particular agent group campaign or the average duration of all calls answered for all agent groups for today this shift Page 74 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Trunk Display Position When you are viewing Real Time Status screen for the first time the agents within the group are cascaded You can rearrange them by either selecting the Auto Format Columns option or Using the drag and drop option By default there are three preset positions Click the Layout button to view the Layout Display Selection screen Select one of the items on the list then click OK If there are more than 12 agents in the group then Display Checkerboard option can not be selected Layout Display Layout Display Selection ssm C Display Horizontally SE Display Vertically C Display Checkerboard You can resize the Real Time Status screen by using ez moves the screen to the left by one column or moves the screen to the right by one column If the Agent s position s have been altered manually i e using the drag and drop method within the Real Time Status View screen then click 5 to return agent s position s to their last saved position To save the new position of the agents click El Call Center View Page 75 Compact Contact Center V5 40DH
53. ben 23 Display Trunks list lge EE 23 Display Trunks liS tan Seacl nestecisedtexetataaneaers 23 Displays Alarm Messages cccccsseccseseecseeeesenetenseeenees 46 o A eee eet 58 69 76 A AE eee A E Rent ere een crete earner Or rea 62 Din cas 31 END edo 62 Network Details kee 21 Dis pla Sai da 21 31 46 58 62 69 76 Dn ale UE 31 A A econ 28 31 46 50 Ku WEE 46 DAA CUVILY ando 3 9 16 33 61 77 Di ActiVity SOE Ubica id 61 77 Dn Activity View COLON pe A In e 33 Riek e 33 Dn Name Page 91 40DHB0002USBB Issue 5c 26 September 2005 EE eege o eet 10 Dn Na Mostar 10 14 15 16 17 75 Di 01 EEN 15 Bier idilio cis bes 28 35 Br A 28 31 35 IN ZO Fae tc caco cd li cs 46 INS EE 46 A A 31 A 9 11 47 Duration SI EEN 9 PUMA OM ncietinsactattan A tans 9 E O 16 EBusiness SUDO ONG aiiis ee 1 EBUSMESS ii e Ne 1 EMA e ee ct austen tee En 18 EMail inercia 1 Email Pilot Number A A 18 Email Pilot Number 18 Email Threshboig cono ncnnono 18 Emails e A 18 a 18 nie 19 HAD CS CALS EEN 9 Cnablesideables 48 An 60 72 English O E A 20 Sie H E T denne 20 ENSUTe Generator A 45 Ensuring Delta Severina aaa laa 4 inconsistencies ius bit 7 SV ne WEE 4 7 Enter Profile Name 5 att EE NEE 5 36 Example Calls Waiting esla 43 Se 43 EAD O a eae 43 Except Group SUAS A aces A dis cl Sette 50 A ne nen eres 50 Excluding SON a aid 14 FX CIC Le EE 14 Existing roll da icono cian 5 Prol aaa 1
54. bers of the group B BLF Busy Lamp Field a visual display of the status C Calls Waiting The total number of calls waiting for the agent group CLI Calling Line Identification Data generated by a network that displays the calling party s number D DDI Direct Dialing Inward a service where a call made to a DDI number arrives direct without the intervention of a organisations operator at an extension G GOS Grade Of Service The number of calls internal amp external answered within the target answer time expressed as a percentage of internal and external calls presented GOS Grade of Service GOS All The number of calls internal and external answered within the target answer time expressed as a percentage of internal and external calls presented GOS Ext The number of external calls answered within the target answer time expressed as a percentage of external calls presented Group Calls Answered The total number of incoming answered calls answered by agents for a particular agent group campaign or the total calls answered for all agent groups for today this shift Group Calls Avg Duration The average duration of incoming answered calls answered by agents for a particularagent group campaign or the average duration of all calls answered for all agentgroups for today this shift Internal Made The total number of internal calls made by the agent group today Internal Revd The total number of interna
55. comments or suggestions regarding this document should be sent to wgctechpubs Mavaya com 2005 Avaya Inc All rights reserved Avaya Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com Page 98 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5
56. device comprises of Ferrograph Spectrum and AdvaTel Wallboards as well as any active PC Wallboard s Page 50 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Add Wallboard Device 1 Click the Add to List button The Wallboard Manager Browser screen appears which lists the Wallboard Servers as well as the Wallboard Devices within the network If you want to select all wallboard devices double click Click Done If you want to select individual wallboard devices Wallboard Server e Then click Zi type of Ferrograph Spectrum or AdvaTel Wallboard devices e Then double click E for individual Wallboard or Click for PC Wallboards and then for individual active PC Wallboard e Once you have selected the required device s click Done 2 From the Alarm Wallboard Destination screen click Save List Remove Wallboard Device To remove a wallboard device from the Wallboard Destination List double click the device Wallboard Probe Time This sets the time interval at which the CCV checks the selected wallboard device s to ensure the connection to the device s is still intact The default Time is set to 05 00 minutes To change the Time click and hold the spin button until the required time appears Call Center View Page 51 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Alarm Settings From the Set Up m
57. display selections can be changed to any of the fields listed below The Group List statistics can either be set to the same statistics as the selected groups or to a different setting To alter the Group Display Selection for an Available Group highlight the required group click the pull down arrow associated with a Selection 1 5 and select from the listed options as follows e PCA All The number of all calls internal and external answered within the target answer time expressed as a percentage of internal and external answered calls PCA Percentage of calls answered e PCA Ext The number of external calls answered within the target answer time expressed as a percentage of external answered calls PCA Percentage of calls answered e GOS All The number of all calls internal and external answered within the target answer time expressed as a percentage of internal and external calls presented GOS Grade of service Call Center View Page 27 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View GOS Ext The number of external calls answered within the target answer time expressed as a percentage of external calls presented GOS Grade of service Lost All The total number of all incoming internal and external unanswered calls today Lost Ext The total number of external incoming unanswered calls today Calls Waiting The total number of calls waiting for the group Answer All The tot
58. e un named members or duplicate entries in groups a Alarm Indicator Status Indicates the alarm status The information on the status bar displays the following User Name Access Level and Profile Name Site Name from License file and Time and date Page 8 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV The following menus are detailed e System Admin e View e Set Up Group Membership Analysis The telephone switch Analysis option analyses the configuration of the programming It displays any problems therefore ensuring inconsistencies are eradicated throughout which will prevent issues that may cause incorrect data input into the historical database The telephone switch Analysis will highlight the following inconsistencies e Un named Agent devices e Mixed device types i e Agent and Trunk devices within the same group e Click telephone switch Analysis icon e Click Refresh to ensure the displayed information is up to date e Click to display a description of the icons Edand Y for both the Agent and Trunk groups e Click again to remove the description Agent Groups This indicates that group members are of the same device type and all members are named Xx on left hand column One or more group members are of differing device types Trunk Agent etc x on right hand column Either the group is unnamed
59. e Pro Murcia tocante telah 13 Remove Wallboard Device coocococcnccccncnccccncn nos 47 ET EE 1 REQUEST eras radio 10 Reset All REN 14 Reset Single DhNs 14 KEE Ee 14 Call Center View Compact Contact Center V5 PROS CU SLAUS east scented dua ada ate dais 14 PRESET Mei a N 19 A a AE 14 Respect AS A a 9 EE 9 Restart Call Center View ooocccconcccccccnccccnncconncnnoo 20 EEN 15 RIA Iori adsl aes 24 ROSINO EE 1 AU Ola ritos close 26 RTS RE e da a tada oli 26 RTS Display Selection lr 26 RTS Display Selection nnnnnnnonnnnnnnnnennnennneenennennne 26 Run Caleta cnc 64 CCV Alarm Reporter application 2 SE avenasodaiataneanaae 4 ii ER 2 4 64 S S 4 5 9 14 42 45 46 47 48 59 71 74 76 79 Save 8 20 22 23 24 26 27 28 30 31 33 37 48 Save Callback Request Lost Call List 12 SIVE EE 47 EN UE 9 Scheduled Messages nnnoannnnennenenneeonneonnnnesennenne 9 Scheduled Messages List Wallboard Genver 48 Scheduled Messages st 48 Screen A 11 E BEEN 11 o lassie ites suerte anette cael testers het 45 Scripted Alarm Messages 45 Search Deta SST EE 4 A 4 EELER eege e dE n 4 Ee Ee 16 see CCC System Administrator s Manual 9 EE eebe 9 Select Agents Groups Trunks SST DEE 39 Select AgentsiGroups lfrunks 35 39 Select Directory Number 14 15 16 28 31 Select Standard Message 9 Select ota Sii 14 Select Superv
60. e any affect on Grade of Service statistics The default setting for the minimum lost call threshold will be disabled i e O seconds The setting will only apply to Real Time statistics Note Any change to the Lost Call Threshold will be applied to all profiles as it is a system wide setting that is stored on the Delta Server Set Lost Call Threshold Setting Lost Call Threshold Dn Mame Call Centre 300 El Lost Call Threshold Lost Call Threshold 70 5 1 From the System Admin menu select Set Lost Call Threshold 2 To select the directory numbers double click Dn Name text box and follow the instructions detailed Select Agents Groups Trunks or click the spin button to obtain the required DN Name Click Set 3 To change the Lost Calls Threshold click the spin button to obtain the required number 4 Click Set to finish Note Changes to this option are only available when logged on as an administrator Call Center View Page 19 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Lost Email Threshold To report on Lost Emails both real time and historically CCV offers the ability to set the lost threshold value for an Email Pilot Number The minimum threshold set for emails that are not answered within a set period will be deemed as lost Emails are considered lost each time the threshold is met so if an email is not answered for three days yet the threshold is one day the
61. ennnenennnnnnne 78 Unacknowledged Alarms list ocoo 78 WIC STUNG DEE 5 Undefined Directory Numbers nnannnnnennnnennenennnnnni 5 Unnamed Agent csi a T BivteLe e 35 Binet ie EE 21 Update button A 2 Update Periods INCrease decrease occcccocccoconnonocnncnonncconononanonenons 50 Update Periods 00nnoannannnannnnnnnnnnnnnnnnnnennnnnne 50 77 Use COON A E 20 US e e os end 20 User Dala AUN ssc ote tench slo don 20 User NAME eebe 2 6 Call Center View Compact Contact Center V5 Index User Callback Dat Program Files Avaya IP Office CCC Call Center View Operator Administrator Name 12 User allback Dat 12 BEE 8 20 User s e TEE 8 GS WEE 11 MISA A dead 39 CE SCG ura det ds ecc 10 Utilising Interactive Directory ooccconcccoocccccoccnconoo 1 V Value E Mal Plot CT nn Le 18 A A 18 View logged off Agents oooccccccocncoconccnconononcnnnnnnnnnos 49 VIEW E EE 67 80 Viewing XING artistes Sais hoe aida 52 Layout Display Gelechon 59 71 Real Time OR Si os 59 71 VICWING senas 5 52 59 71 72 VOICEIN GIN Os dad 10 W WV CLINIC raso data 39 Wallboard COC IS 42 Call Center View Compact Contact Center V5 VV allbO ardid da 1 2 9 42 46 47 Wallboard Destination et 47 Wallboard Uevices D 47 Wallboard Manager 1 Wallboard Manager Browser 47 Wallboard Manager Manual 10 Wallboard Msg Database nnnnnnnennnnennnennenneneennne 20 Wallboard Probe
62. ent today which they did not answer e Refused Calls Ext The total number of external calls which rang the agent today which they did not answer e Time in State The time spent in the current state e Total Call Cost The total cost of all the calls answered by the agent today Agent Display Position When you are viewing Real Time Status screen for the first time the agents within the group are cascaded You can rearrange them by either selecting the Auto Format Columns option or using the drag and drop option By default there are three preset positions Click the Layout button to view the Layout Display Selection screen Select one of the items on the list then click OK If there are more than 12 agents in the group then Display Checkerboard option can not be selected Layout Display Layout Display Selection dE Display Horizontally atte f Display Vertically C Display Checkerboard You can resize the Real Time Status screen by using e moves the screen to the left by one column or E moves the screen to the right by one column If the Agent s position s have been altered manually i e using the drag and drop method within the Real Time Status View screen then click to return agent s position s to their last saved position To save the new position of the agents click El Call Center View Page 63 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Group St
63. enu select Alarm Settings Alarm Settings if Generate Alarm Log File f Audio Alarm Set Clear W Automatic Pop up of arm List Alarm Forward Display Time Secs Calls Waiting M E eo Jg Longest Wat E ED E Lost Calls y ED E FEA M E Su B Average Answer ke E ED E Next Interlowed To y E ED B SE Interflowed From y ED FP Call Rate M E NE E Available Agents y 60 E Available Trunks y ED E Time In State All States 1 E To E E Refused y 6o E Close The Alarm Settings screen enables you to administer the alarm configurations based on the following conditions e Alarm enables disables an alarm field for all the specified directory numbers This means that if you do not wish to monitor an alarm field for the directory numbers you can disable it without changing its configuration for individual directory numbers e Forward forwards alarm messages to the wallboard device s You can select the required alarm field to be displayed on the wallboard device s e Display Time the duration of time of the alarm messages displayed on the Scheduled Messages List of the Wallboard Server For all the alarm configurations you can specify the following options e Generate Alarm Log File Any alarm that is generated can be saved to the CCV Alarm Reporter to provide an historic representation of exceeded alarm conditions e Pop Up Alarms When an alarm field reaches its threshold setting this
64. eptember 2005 Call Center View Specify Alarm Values 1 From any tab of the Setup Alarm Trip Points menus right click on an alarm field to enable the alarm The display goes from fizofisofied 208 tof ra 150 MAN 208 Each alarm field is divided into 4 segments e No Alarm White e Normal Alarm threshold Green e Caution Alarm threshold Yellow e Critical Alarm threshold Red These can be edited as follows 2 Highlight the digits on the right hand box white type a number that is divisible by 4 and Enter This value now sets the full scale of the alarm 3 Place the mouse pointer on a vertical divider bar between numbers the pointer changes to click and drag left or right increase or decrease until the required number value is displayed within the box 4 Ensure to perform Step 3 for all alarm settings i e Normal Caution and Critical 5 To disable any of the alarm fields for a specific directory number double click the alarm field Alarms can be referenced against other devices performance To create a referenced alarm right click on the enabled alarm field that is to be referenced The screen changes see the following example Alarm Trip Points Alara Trip Points Agt Group Mam 200 5 Incoming State Threshold High Alarm Type C Normal Target On Ham 200 A Next Previous Target Alarm Incoming State Threshold CG Apply Compact i Target Percentage 100 B Cancel Pr
65. er Sec Average call Answer Time By default the Alarm threshold clear is set to 20 The range is 5 40 To increase decrease the Alarm threshold clear click and hold the spin button L until the required value appears in the left hand box This will automatically set the Clear Low and Clear High Note The Alarm Threshold Clear is applicable individually for all the alarm criteria i e Normal Caution and Critical Clear High is associated with Calls Waiting Longest Waiting and Average Answer alarm categories Clear Low is associated with PCA Available Agents Available Trunks and Call Rate alarm categories Dependant upon the setting of the Select Agents Groups Trunks box the Utilisation box will change from Available Agents Available Trunks to Call Rate The alarm value in the Utilisation field are displayed in reverse order e g the critical alarm threshold first The criteria of the Setup Alarm Trip Points on the Queue Utilisation tab are as follows Queue e Call Waiting Number The calls waiting alarm will be triggered when the number of calls waiting exceeds any of the specified thresholds e Longest Waiting Seconds The longest waiting alarm will be triggered when the length of the longest waiting call exceeds any of the specified thresholds e PCA Percentage of Calls Answered The PCA alarm will be triggered when the Percentage of Calls Answered drops below any of the specified thresh
66. es Avaya IP Office CCC Call Center View Operator Administrator Name user Callback Dat asian 12 Call Center View Compact Contact Center V5 Index Program Files Avaya IP Office CCC Call Center View Operator Administrator Name 12 ProgramFiles Avaya IPOffice CCC CallCentre ViewlMllGGHOTe 62 Programs A O A A IA 4 ege A aden otanens 4 Q EE Ee 39 Teater Based SereeNnS cantara asia 3 Queue Details AUMDE iA d ies 39 Queue Detalls init leida 28 39 Queue Display Selection UE 30 Queue Display Selection o00nnnnnnonn0annnnennnennnennnene 30 Quelle std cidad 28 Queue Lists Cde usas 28 BIEN 75 Quelle Monto Fernan 3 75 Queue Monitor Set Up 28 Queue Monitor View 28 Queue Monitor View button 28 QUEUE NN aMule 28 Queue Wait Value 43 Queue Utilisation Setup Alarm Trip Homies 39 Oueueiltlsatton 39 Queue Utilisation menu 39 R EE 24 REAME eg 17 Real Time Status Agent Group Membership aannannnannnnnnnennnnnnnnnens 7 VIC WING aaa do 99 71 Real Time Status 3 7 26 49 59 61 62 71 73 Real Time Status Monitor 58 Real Time Status View 26 59 71 EIERE eeh 4 e IER 49 RE el Win ra 78 Referenced Alar tu bd 37 o Ae Eeer Een 7 eege EE 24 RRETUSE GHG All NEE 41 Retused Calls EE 58 69 Reused Calls EXE 58 69 Retised EXE 24 Remove Ee EE ER Seat EE 13 Belt Ee e EE 23 LHemove 11 12 13 22 23 Remove REENEN 12 Remove Callback Request Message Lost Call 11 Remov
67. essed percentage of calls answered by the agent GOS All Grade Of Service The number of all calls internal and external answered by the agent within the target answer time as a expressed percentage of calls presented to the agent GOS Ext Grade Of Service The number of external calls answered by the agent within the target answer time as a expressed percentage of calls presented to the agent Outgoing All The total number of all outgoing calls internal and external made by the agent today Outgoing Ext The total number of external outgoing calls made by the agent today Internal Made The total number of internal calls received by the agent today Internal Revd The total number of internal calls made by the agent today Longest Wait The longest waiting current call Call Center View Page 73 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View e L Wait Ans All The longest waiting of all calls internal and external before answer today e L Wait Ans Ext The longest waiting external call before answer today e L Wait Lost All The longest waiting of all calls internal and external which was lost today by the agent e L Wait Lost Ext The longest waiting external call which was lost today by the agent e Group Calls Answered The total number of incoming answered calls answered by agents for a particular agent group campaign or total calls answered for all agent groups for tod
68. ew the status of the Agents within the Group in greater detail from the Real Time Status screen click Ei The Dn Activity screen appears E n Dn Activity ee 10 x Dn Activity BLF Name Un Chris Boseley 4070 Andy Nash 4207 Andrew SLand 4209 David Laburu 424 Brad Trower 4337 Dave Blewett 4635 Bahader Mandat 4640 Mark Cosgrove 4123 Andy Kemp 4796 Darren Baker 47 97 Ben Clothey 4852 Andy Kilmister 4979 JamesGillett 4111 Chris Boseley 4070 Logged Lit Bu Logged Off Logged on at 00 00 00 16 06 2004 00 00 00 16706 2004 00 00 00 167 062004 00 00 00 16706 2004 03 01 45 15706 2004 17 30 97 15 06 2004 07 28 45 16706 2004 00 00 00 147062004 00 00 00 147062004 00 00 00 16 06 2004 00 00 00 16 06 2004 Logged off at 05 52 29 14 06 2004 00 00 00 16 06 2004 00 00 00 1670672004 09 52 29 14 06 2004 05 52 29 1470672004 09 52 29 14 06 2004 00 00 00 167062004 00 00 00 16 06 2004 00 00 00 16 06 2004 07 22 38 16 06 2004 00 00 00 1670672004 00 00 00 16 06 2004 09 52 29 14 06 2004 09 52 29 14 06 2004 Time on Duty Tor 9 44 79 00 00 00 00 9 44 13 9 44 19 3 44 19 00 00 00 00 00 00 44412 00 00 00 00 9 44 19 3 44 19 Mam 00 MMM Test 504 00 00 00 167062004 Using the Dn Activity Set Up option e you can select the fields to be displayed together with the order in which they appear on the screen e Note The MINIMUM Update Period for
69. howing on the toolbar If this is not visible double click the same Icon on the desktop and then double click on the toolbar Icon which should now be visible 2 ACCC User Access screen will be shown For Administrator rights the User Name must be Admin A password box will appear Enter the default password NMYSBH and the Update button will become active Click on it to update the user identification M CCC User Access e Ioj x User Identification User Name Admin Password EEES Update New Password About Exit 3 The new password must be recorded and kept in a secure place To change the password click on the New Password button enter your new password and confirm the change 4 When you have logged on as either Administrator or Supervisor the status will appear at the bottom of the CCV task bar as follows Gy Call Center iew File Profile System Admin wiew Get Up Help Si el alak el elei al tl Page 2 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Introduction Call Center View Page 3 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View CCV Starting Call Center View Introduction CCV provides the customer with the combination of real time service monitoring and resource management A supervisor can manage and improve the service they provide with full real time visibility of all of their resources whether
70. int Page 40 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Referenced Alarm It is possible to set referenced alarms to assist the Contact Center Supervisor in identifying exceptions These alarms provide a real time comparison of alarm fields e g Incoming against other devices performance For example e Member referenced to its group e Member referenced to another member within the group e Group referenced to another group For example an alarm may be set to compare one agent group s call answering total against another When you alter the alarm value of the target directory number and then the other directory number s referenced alarm value will automatically change accordingly 1 Select a target directory number Specify and apply the alarm fields for the target directory number Select another directory number Right click one of the alarm categories Click associated with Referenced Alarm To select the required Target Dn a 2 IN Click and hold the mouse on the spin button until the required Target Alarm appears in the left hand box 6 Click and hold the mouse on the spin button until the required Target Percentage 10 200 appears in the left hand box 7 Click Apply Alarm value background will change to blue cyan which indicates the directory number alarm setting have been referenced to a target directory number 8 Repeat the ab
71. ion a nnn0nnnnannnnnnnannnnnnennnnnni 24 Group Membership Anahvsis 7 Group Monitor 191 7 NO N te 60 Group Monitor 3 DU Group Performance occccoccnccccncccccnncnnnnoconononannnnnnonos 80 Group Performance Monitor aannnannnannannnnanne 3 80 Group Statistic Call Center View Compact Contact Center V5 Index e LEE 26 Group talco 26 Group Status EE 55 rn EE 50 Group Giatus 3 27 50 55 60 72 Group Status Percentage occcccoccccconoccncoconnnnconnnnnos 60 Groupiagentftrunk D T 76 79 Group CampaligN occccoccnccccnncconnncnannnnncnononononononos 59 69 COUN surcar acto olle 26 Group s Members cccoocncccccnccccnnccccnccnncnnnnnnncnnnnonanonos 55 GODS du 6 ER A 24 GP Calls ANS EX cosida dla 24 H HOla il ib 8 High Ala IV DOS iaa 45 Ma 45 FIONA laa 43 High Alarm Glacial 43 leie EE 24 lei TEE 19 A A 24 DO a eno ot 1 Identify Quelle Listin 28 EE eege 28 ACOMIN WEE 62 Inconsistencies EIERE T elle Te EE 7 INCONSISIENCICS iii a T Incorporating PAPU Seale ati E 11 ACOPDOFAUAG paraa 11 Increase decrease Ale EE 39 UPdale CMO ice 50 INCrease decrease coccoconccccnconcnconcnncnncncnnannnnnnnos 39 50 Indicating Call Center VIEW aida 4 MACUNG asis 4 Individual Agent Details 3 61 62 64 65 74 Individual Agent Group Details 399I Individual DDI Details occococcccconccccncncnnos 3 74 Individual DDI Details View 16
72. ished Please wait as implementation will take a few seconds Page 68 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Percentage Time in State From the Individual Agent Details screen click 0 the Percentage Time in State screen appears The Percentage Time Summary screen provides information via a real time pie chart showing at a glance the percentage of time an agent has spent in each state today and the amount of time an agent has spent in each state en mee Dave Blewett 4638 we Display Labels 527 O e CC ween 55 40 13 09 Outgoing ooo 09 77 Ready y r Holding M o Busy A 13 48 E aes 7 x 9 77 dl Ringing JW C internal Made Y 0027 05273 STENT Y 00 00 00 00 Display Labels The Percentage is represented in a pie chart format The colours on the pie chart indicate which state has been selected The number associated with each colour indicates the length of time percentage the agent has been in each state If you do not wish to see this information click KR associated with Display Labels Select a different State By default some of the states have been selected 1 To select any of the states click a IC associated with that state 2 To deselect any of the states click a Y associated with that state Save the selected States Once you have selected the required states click II This will save the selected
73. isor Message nnsnennnesenneennreeennnnn 9 Selecionar iia 24 30 Selects Agent STO UD tan 27 Auto Format Columns 59 71 COOU 33 49 Display Logged Off Agents 49 Da Ein EE 10 Group Stalin ias 26 Pus co 11 Wallboard siii as 42 Selects eae 10 11 26 27 33 42 49 59 71 Send AM 46 A EE 9 46 Page 95 40DHB0002USBB Issue 5c 26 September 2005 Send Message 9 O nee ener eee ee ere 12 SON EE 2 4 9 Server PC S leilee W 4 El eat elt e cette 4 Service E O anion 17 See EE 17 Set A EE 47 EE 43 2O a 39 43 EE 15 BEE 50 BEE EE 43 Clear LOW A A 39 Directory Number Order 28 malicia 18 See 1 WEE 20 Select AgentsiGroups lrunks 39 Sel ota ia 15 16 17 18 19 20 39 43 47 50 Set Answer TINE Sada 16 Set Log OFf Time susede 19 Set Lost Call Threshold sa a tinea 17 Set PCA Target Time 15 Set Reset EIS ee 19 Sel UP i ii 5 6 8 52 Set Up menu20 21 26 27 28 31 46 48 49 50 52 Setting User Data Palentino ld AE 20 A A iad als 51 55 SetuP MENU rada ea 51 Setup Alarm Trip Points Queue Utilisation uti add 39 le ane nnn ee EPS oe ere meee 38 Setup Alarm Trip bomte 36 38 39 El ENEE 8 SNOW EE EN Show Network Details on Giart up 21 ote E len EE 6 Specify Alarm values 36 O S T 9 46 47 Spectrum Ferrograpb 9 SPINA DUMAS ntc la aa 29 35 Start button Windows taskbar oocococcncococcncnconcnconcncnncnannnnnnns 4 Stant DUO soeu atra 4 SATECO EE 20 SANTIN EE
74. isor may view 9 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 7 screens From the Set Up menu select Trunk Group List and the Trunk List Selections screen appears This option enables you to select trunk groups to be displayed when the Trunk Monitor View button is pressed see Trunk Group Monitor To move a group up or down the Display Groups list click the required group and then click Move Up or Move Down Trunk List Selection Available Trunks Display Trunks S71 60 PRAI Line 5 Add gt Hent Remove Previous mew Close ddd To Add a Trunk Group The information regarding all the trunk groups within the telephone switch are listed in the Available Trunks list box Up to a maximum of 60 trunk groups can be added to the Display Trunks To add a trunk group to the Display Trunks list from the Available Trunks list either 1 Double click a required trunk group or 2 Select a trunk group and then click Add 3 Click on Save when selection completed To Remove a Trunk Group To remove a trunk group from the Display Trunks list either 1 Double click a required trunk group or 2 Select a trunk group and then click Add 3 Click on Save when selection completed Call Center View Page 25 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Page 26 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Co
75. ividual groups Log Off Time Set Log Off Time T Enabled Closing Time 1 From the System Admin menu select Set Log Off Time 2 To set the time click the spin button to obtain the required time 24 hour clock 3 Tick the Enable box and click Set to finish Note Changes to this option are only available when logged on as an administrator Reset Time This option allows you to define the daily reset time for the CCC statistics Reset Stats Reset Time 1 From the System Admin menu select Set Reset Time the Set Reset Time screen appears 2 To change the time highlight the fields individually Hour Minute then click the spin button E to obtain the required time Click Set to confirm your request Click Close to close the confirmation screen Delegate Authority This option is not currently supported Call Center View Page 21 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Set Up Call Center View This section explains the Call Center View Set Up screens and the necessary steps for configuring the program On startup the directory numbers database is automatically downloaded from the Telephone switch via the Delta Server to the Call Center View All the Set Up screens have a Print option This will enable you to print the current Set Up screen Each Set Up screen has a Save option When selected the configured information for the logged on Profile is saved in the
76. k Group Details Call Center View Page 81 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Monitor To display a different state click E the Monitor Display Selection screen appears d Monitor Display Selection Monitor Display Selection Setting ATS Colour Display PCA Al 1 To change the State Colour click the pull down arrow and select from the listed options Click El At present there is only State option implemented future versions of this application will support further options 2 To change the Display click the pull down arrow and select from the listed options Click El 3 To close the screen without making any changes click Ed BLF Dn Activity BLF To view the status of the selected directory numbers within the BLF Details screen in greater detail click Eil The Dn Activity screen appears G Dn Activity Oe EE ER af Ioj xj S By Dn Activity BLF Name Un Chris Boseley 4070 Andy Nash 4207 Andrew D and 4209 David Laburu 4241 Brad Trower 4337 Dave Blewett 4638 Bahader Mandar 4640 Mark Cosgrove 4123 Andy Kemp 4796 Daren Baker 4797 Ben Clothey 4852 Andy Kilmister 4979 Jameshillett 4111 Chris Boseley 4010 Main 200 MMM Test 504 Using the Dn Activity Set Up option order in which they appear on the screen Page 82 40DHB0002USBB Issue 5c 26 September 2005 Status B pL Logged on at 00 00 00 16 06 2004
77. k request arrived Time The time when the callback request arrived CLI The Calling Line Identity i e the telephone number of the caller requesting the callback option Original Target The Directory Number Name that the incoming call was originally targeted at i e the agent group or voice manager group DDI The DDI used by incoming call Trunk The identity of the trunk used to handle the incoming call Profile This section details the Profile options within the CCV The options are e Logon a different Profile e Create a new Profile e Remove a Profile Logon Profile This option enables you to change the CCV Profile without having to exit the application 1 From the Profile menu select Logon Profile the Logon Profile screen appears 2 Click the pull down arrow to display a drop down list of the existing Profiles 3 Click the required name then click Logon 4 The CCV loads the new Profile s configuration and the call statistics for that day Page 14 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Create New Profile This option allows you to create a new Profile However you need to have logged onto CCC User Access with the user name of Admin 1 From the Profile menu select Create Profile the Create Profile screen appears 2 Type in a user name click Create 3 From the confirmation screen click Yes to create the Profile 4 From the confirmati
78. l calls received by the agent Group today L L Wait Ans All The longest wait of all calls internal and external before answer today L Wait Ans Ext The longest waiting external call before answer today L Wait Lost All the longest waiting of all calls internal and external which was lost today L Wait Lost Ext The longest waiting external calls which was lost today Last Call Cost The cost of the last call answered by the agent today Longest Wait The longest waiting current call Lost The total number of all unanswered calls today Lost All The total number of all incoming internal and external unanswered calls today Lost Calls All The total number of all incoming internal and external unanswered calls by the agent today Call Center View Page 87 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Lost Calls Ext The total number of external incoming unanswered calls by the agent today Lost Ext The total number of external incoming unanswered calls today N New I C Pres The total number of incoming calls presented to members of the group O Outgoing All The total number of all outgoing calls internal and external made by members of the group agent today Outgoing Ext The total number of all external outgoing calls made by members of the group agent today P PCA The number of calls internal and external answered within the target time expressed
79. lick the pull down arrow and select from the listed options At present there is only State option implemented future versions of the application will support further options 2 To change the Display click the pull down arrow and select from the listed options Click II The available options are e Answer All The total number of all calls internal and external answered by the agent members of the group e Answer Ext The total number of external calls answered by the agent members of the group e Calls Waiting The total number of calls waiting for the agent group e GOS All The number of calls internal and external answered within the target answer time expressed as a percentage of internal and external calls presented e GOS Ext The number of external calls answered within the target answer time expressed as a percentage of external calls presented e Group Calls Answered The total number of incoming answered calls answered by agents for a particular agent group campaign or the total calls answered for all agent groups for today this shift e Group Calls Avg Duration The average duration of incoming answered calls answered by agents for a particular agent group campaign or the average duration of all calls answered for all agent groups for today this shift e Internal Made The total number of internal calls made by the agent group today e Internal Revd The total number of internal calls received by the agent Group
80. ll Center View CCV you must ensure the Delta Server is running on the Server PC Call Center View is started by SY 4 Click the Start button on the Windows taskbar Point to Programs Point to CCC Click Call Center View from the sub menu When you start Call Center View the Login Profile screen will be displayed From this screen you can logon using an existing profile or create a new profile Notes 1 Logon Profile E E ER E Reconnect tg Lest Known Deia Sayer o n E EEA If the Reconnect to last known Delta Server option is selected then the Call Center View will automatically connect to the last connected Delta Server If the Reconnect to last known Delta Server option is NOT selected then the Search screen appears indicating the Call Center View is searching for the Delta Server s Once the Delta Server s has been located the Find Server screen appears listing the available server s Select the required server and then click the Connect button If your required Server is not listed click the Advanced button Select one of the search options and then click the Search button Profile Names and their individual configuration are only saved in the PC hosting the CCV application Page 6 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV To Connect Using an Existing Profile 1 Click the pull down arrow to display a drop down lis
81. low managers and staff to monitor the service being provided and respond immediately Wallboards provide current information on the number of calls waiting response times and service levels Wallboard Manager provides the ability to drive physical wallboards and PC wallboards e PC Wallboard The PC Wallboard delivers traditional wall mounted wallboard functionality to the desktop but with the additional benefit of each PC Wallboard agent being able to configure and monitor a personalised view of the contact center The PC Wallboard also enables agents to increase their productivity and maintain revenue levels with the added benefit of managing customer callback requests e Reporter This module provides in depth historical reporting on contact center activity In addition to call information the Reporter also reports on agent activity This powerful package allows individual call records to be stored and reported upon months later e CCC User Access CCC User Access allows storage of personal Call Center View and Wallboard settings It also establishes user rights and password protection for Call Center View Wallboard and Alarm Reporter software e Workforce Management Blue Pumpkin Workforce Management Interface allows integrated rostering forecasting and scheduling systems to connect across the LAN to a comma separated variable CSV file containing a list of Contact Center related metrics e Multimedia Module MultiMedia Module MMM i
82. ming call was originally targeted at i e the agent group or voice manager group e Status e Waiting Callback Request message waiting to be assigned to an agent e Actioned Callback Request message that has been assigned to an agent e Cleared The agent has dealt with the Callback Request Page 12 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Assign a Callback Request message to an Agent A Callback Request message can be assigned to an agent 1 Click on the date of the Callback Request to select it 2 Right click the item and select Action from the menu Call back Request Lost Calls S WM Call Back Request List deng eg LOL Sigal Target Stato hl E O12 3456 476 Chris Boseley 4070 Wating Remove Action Add Call Back Request Dn age Chris Boseley 4010 El Add CLI Note If Action is grayed out this Callback cannot be forwarded to an agent since it contains non numerical characters From the Wallboard Server Browser screen select the PC wallboard to send the message to Once selected click Done to send the Callback Request message Remove Callback Request Message Lost Call To remove an item from the list right click the item and then select Remove from the list of the popup menu Print a Screen Ensure a printer is available either locally i e connected to the PC hosting the CCV or remotely i e connected within the
83. na 80 Call Rate Available Trunks aanannnannnnnnnnnnannnnnnnnnnnnnnnnnnne 39 lee 39 43 62 BUET 55 62 Page 90 40DHB0002USBB Issue 5c 26 September 2005 CAIDA cit e id sie os 11 Callback Heouest 3 10 11 Callback Request st 10 Callback Request message A ele EE 11 Callback Request message 11 leede Eed eg 12 El ue EE 10 Calling Line Jdentty 10 12 Calls Answered Percentage REENEN 39 Calls Answered sicarios 15 39 58 Calls Waiting EXP ese std 43 Calls Waiting 24 26 39 43 55 58 69 AO EE 24 CANCE BEEN 33 45 49 Cabman a Een 45 EIERE 80 Cause PRESPALI a cial 48 OG o A nn eee ee 48 EE 48 CAUTION conti o ias 2 Caution Alas eee ae 36 CCC e le dE 4 CCGG mais ida 1 4 10 19 CCC System Administrator s Manual a 9 CCC System Administrator s Manual 9 CCC User Access SANG EE 2 CCC User ACCESS oi 1 2 8 13 CGC User Access ICON ME 2 CCV USC do 20 COV astas 1 2 3 4 5 6 8 9 11 12 18 20 47 51 CCV Alarm Hepnorter 2 48 CCV Alarm Reporter application A AA A EO 2 CCV Alarm Reporter application 2 CCV application SE 8 CCV application onnnnannnaannnannnannnnnnnnnnnnnnnennene 4 8 46 CCV Profile RE EEN 12 GOW PIO lOs tie hase Sods bec ete lt lees 12 GGCV VIOW esa eaae yest ade been bee 51 CFD RRE e 1 CFE heh a aad cede 1 Change ANS WNC das 16 Elei 49 Background colour ereen 49 DIMES CY ANN aia 37 COW POM EE 12 A T 58 BI el
84. nd trunks currently engaged on incoming calls No on O G The number of agents and trunks currently engaged on outgoing calls No on Ready The number of agents and trunks currently ready to take incoming calls No on Hold The number of agents currently holding calls No on BWU The number of agents currently in busy wrap up No on BNA The number of agents currently in busy not available No on Busy The number of agents currently busy No on L Off The number of agents currently logged off No on Ringing The number of agents whose extension is currently ringing No on Int Made The number of agents currently making internal calls No on Int Revd The number of agents currently receiving internal calls Longest Wait The waiting time of any call to the group Click on Save when selection completed Page 28 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV RTS Display Real Time Status RTS Display This option enables you to select statistics for members within a group trunk group to be monitored on the Real Time Status View screens see Group Monitor and Trunk Group Monitor respectively From the Set Up menu select RTS Display The RTS Display Selection screen appears This screen enables you to set the required statistics for agents and trunks Click on Save when selection completed ATS Display Selection Available Groups 0300 all Centre Display Selection
85. ndividual Trunk Group Details Alarm List This screen allows you to monitor the alarms as they occur This is a real time screen that displays the alarm status of the directory numbers The screen displays both the Unacknowledged Alarms in red and Acknowledged Active Alarms in Blue CH Alarm List Tal Alarm List Unacknowledged Alarms 0 No Alarms al DH Acknowledged Active Alarms 0 Ho Alarms When an alarm occurs the directory number s status background colour changes to red The green Alarm indicator on the top right of the CCV main screen flashes Sa CO red yellow enabling the First Alarm button d The First Alarm button stays enabled until all the alarms have been acknowledged Alarm indicator status Call Center View Page 83 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View a 4 green No active alarm Cy 7 red yellow Alternates between to indicate unacknowledged alarm e red Acknowledged active alarm There are two ways of finding out the alarm information e Method 1 Click the a g red yellow flashing indicator Click a directory number using the right mouse button Individual Dn Details screen for the selected directory number appears e Method 2 From the toolbar click Se the Alarm List screen together with the Individual Directory Number Details screen appear The Individual Directory Number Details screen is the first entry in
86. ne 5 6 100 0 Busy Busy Busy Line 5 7 100 0 Line 5 8 100 0 Line 5 9 100 0 Busy Busy Busy Line 5 10 100 0 Line 5 11 100 0 Line 5 12 100 0 Busy Busy Busi ET TT linn RAR a 4 8 The Dn Activity option is disabled when viewing this screen from a trunk Group in this version of the CCV application Real Time Status screen displays the name of the group as well as the selected display information that is being monitored The statistics for the group are represented at the bottom of the screen These represent the total Statistics information of the trunks within the group If an alarm has been set for any of the selected statistics when the alarm is triggered then the background colour of the selected statistics changes to Red To find out about alarms see Alarm List Alarm List To find out which Trunks are set up in a higher numbered trunk group than the group on display click Show members in higher Group which changes the trunks background colour to red Page 72 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Trunk Monitor To alter the Display Selection click E the Monitor Display Selection screen appears 2 3 d Monitor Display Selection Monitor Display Selection Setting ATS Colour Display State FPCA All y To change a state Colour click the pull down arrow and select from the listed options
87. network By default the print buttons El on the toolbar will be enabled when you open a screen incorporating the Print option To print a current screen either from the toolbar click El or select Print or from the keyboard press F2 Call Center View Page 13 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Save Callback Request Lost Call List When the Call Back Request or Lost calls List is saved by clicking on the disc icon a file is created called callback dat or lostcalls dat respectively The data is saved as comma separated text The file shows historic data as new information is appended to the end of the file The default file location is C Program Files Avaya lP Office CCC Call Center View Operator Administrator Name of usenCallback Dat Lost Calls List 1 From the File menu select Call Back Request and the Lost Calls tab 2 Details of all lost calls are displayed Highlight an entry and right click to either Remove Add Call Back Request or Remove All The Lost Calls List displays the following information Seq A sequential list of lost calls If Remove is used the list is recalculated With more than one lost call from the same source only one entry is made in the list If same lost call rings and the call is answered the entry is removed from the list A CLI must be attached to the incoming string for an entry to be made in the list Date The date when the callbac
88. ntact Center V5 Call Center View CCV Group Display This option enables you to select group statistics to be monitored on the Group Monitor List Trunk Group Monitor and Queue Monitor view screens see pages Group Monitor Trunk Group Monitor and Queue Monitor respectively It is possible to select 5 parameters for each group to be displayed on the group icon In addition a number of fields may be selected to be shown at the bottom of the screen as totals for the groups on display From the Set Up menu select Group Display The Group Display selection screen appears This screen has two fields Display Selection and Available Groups To set up the contents of these later fields of Group List plus agents groups lines etc selected in Group List Trunk Group List and Queue Monitor see pages Group List Trunk Group List and Queue Monitor respectively Reeg E aoa a O Group Display Selection Available Groups Display Selection Trunk Group List Queue Monitor Selection 1 PCA Al 5 Selection 2 laosa Selection 3 Lost Al cl Newt Selection 4 Calls Waiting pl Previous Selection 5 Janswer i sl Compact es Be EJ os Save Close Change Display Selection There are a maximum of five different statistical Display Selections for every group These five statistical display selections are set by default to PCA All GOS All Lost All Calls Waiting and Answered All respectively Each of these five
89. olds e Average Answer Seconds The average answer alarm will be triggered when the average answer time exceeds any of the specified thresholds Call Center View Page 43 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Utilisation e Available Agents Alarm will be triggered when the number of available agents drops below a specified threshold Only available for Agent Group e Call Rate Alarm will be triggered when the hourly call rate drops below a specified threshold Only available for Agents e Available Trunks Alarm will be triggered when the number of available trunks drops below a specified threshold Only available for Trunk Groups Page 44 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Alarm Points Criteria Other Overtlow To Max o Uvertlow From Max os RG oss WI Lost Calls Max Refused pfs fas Apply to Got Group Apply to Members Restore The criteria of the Alarm Trip Points on the Other tab are as follows e Lost Calls Maximum The lost calls maximum alarm will trigger when the number of lost calls exceeds any of the specified thresholds e Overflow to Maximum The inter to maximum alarm threshold will trigger when the number of calls answered by another group and transferred to a member of this group exceeds any of the specified thresholds e Overflow from Maximum The inter from
90. ollowing screen appears Default Settings Warning selecting Default will cause the CCY to restore initial system values for the profile currently logged on Group List Trunk Group List Group Display Selection ATS Display Selection Next Group Status Percentage Queue Monitor Previous BLF Details State Colours O NL O WWW Update Periods ten Ess EN ew MES Ke Close 1 Tick the box associated with a field 2 Click the Default button 3 Click the Yes button to confirm default setting View General This section details the CCV View screens and how to use them When you first open CCV you are requested to Logon with a named profile The toolbar icon and the items listed under view will be grayed out until you have Set up and configured the profile Call Center View Page 55 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Modify Configuration View screens have a Set Up option This option enables you to alter the configuration without exiting the View screen To change the configuration Se oo e ick L222 on the View screen Click 225 from the tool bar or e From the Set Up menu select your required option View screens provide the following features 1 Close option that enables you to exit the current screen Minimise Land Maximise Elscreen options Resizing option which enables you to change the size of a window b
91. on Other and WB Destination You can reference alarms to any directory number s alarm variable Known as a referenced alarm A referenced alarm is indicated with a blue cyan background e Note Use the right mouse click to enable an alarm and double click the left mouse button to disable an alarm Once you have selected the directory number and set its appropriate alarm categories you MUST apply the alarm setting s to the selected directory number type If the selected directory number is a group then you have a choice of whether to apply the alarm settings to the group and or to its members A group contains agents or trunks e Note If you click Save prior to applying the alarm settings to the selected directory number then the alarm settings have NO EFFECT on the directory number If you make an error whilst specifying the alarm values Restore enables you to return the values to their previous number providing you have not Applied the alarm settings to the directory number Click Restore to return the alarms to their previous values Alarm Trip Points Undefined Undefined 0000 O 5 Time m State Queue Utilisation Other WB Destination Mavmum Time in State Seconds Outgoing Fead Holdmg Busy rap ln SEEMS SE Logged Off Arara Internal TEE ad 1501180 1208 tela Poo fraofisofiso ans lee PPS Internal Revd Print AO Restore Apply to Members Apply to Undefined
92. on screen click No to return to Create Profile screen to modify the name Remove Profile This option allows you to remove a Profile However you need to have logged onto CCC User Access with the user name of Admin From the Profile menu select Remove Profile and the Remove Profile screen appears Click the pull down arrow to display a drop down list of the existing Profiles Click the required name then click Remove From the confirmation screen click Yes to remove the Profile ae St e From the confirmation screen click No to cancel the confirmation screen Call Center View Page 15 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View System Admin Through the Set Admin menu you can e Reset Stats e Set the PCA Target Time e Set the Answer Time e Set the Lost Call Threshold e Set the Lost Email Threshold e Set the Log Off Time e Set the Reset Time e Delegate Authority Reset Stats This option allows you to reset the statistics for a selected directory number From the System Admin menu select Reset Stats the Reset Stats screen appears Select ON s to Reset Ce Reset All DN C Reset Single DNs Dn Name HEEE j Select Statistics to be Reset TT SON Shift Info T ISON Total Info Select Directory Number You can either reset the call statistics for all the directory numbers or an individual one e Reset All DNs This enables you to reset the call statistics
93. ove steps for the other directory numbers and alarm fields 9 If you wish to disable a Referenced Alarm click f associated with Normal Then click Apply On completion of setting all the Alarm Trip Point settings click Save Call Center View Page 41 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Alarm Points Criteria Time in State Time in State m Masmum Time in State Seconds Outgoing Incomi A n Pe 120 150 RG 208 Halding Ready ng po propio feos Bees pl Busprapllp Busy NA a fore E feos o Logged Dfi K SE Figaro fig foe Mao 150 188 Ce iaa 150 1189 208 Internal Made Hmomg RENE ere mm oon JI OO 2o Internal A cvd 120 150 ABO 208 Apply to Got Group Apply to Members Restore The criteria of the Setup Alarm Trip Points on the Time in State tab are as follows Incoming The incoming time in state alarm will trigger when any of the specified thresholds is exceeded Holding The holding time in state alarm will trigger when any of the specified thresholds is exceeded Busy The busy time in state alarm will trigger when any of the specified thresholds is exceeded Outgoing The outgoing time in state alarm will trigger when any of the specified thresholds is exceeded Busy Wrap Up The busy wrap up time in state alarm will trigger when any of the specified thresholds is exceeded Logged Off The logged off
94. p Incoming The number of agents currently engaged on incoming calls Ringing The number of agents whose extension is currently ringing Internal Revd The number of agents currently receiving internal calls Busy NA The number of agents currently in busy not available Outgoing The number of agents currently engaged on outgoing calls Holding The number of agents currently holding calls Internal Made The number of agents currently making internal calls Logged Off The number of agents currently logged off Call Totals Today Incoming The total number of incoming calls answered today Outgoing The total number of outgoing calls today Lost The total number of lost calls today Refused The total number of calls which rang the group and were not answered by members of the group today Transferred To The total number of calls transferred to the group today Transferred From The total number of calls transferred from the group today Average Duration s Incoming The average duration of incoming calls today Outgoing The average duration of outgoing calls today Page 60 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Real Time Status From the Group Monitor screen click using left hand mouse button a group the Real Time Status screen appears This screen displays the number of agents in the group their individual status Real Time Agent
95. phabetic order To change the order click associated with either Dn or Name To display a Dn in BLF view double click the Dn entry in the available Dns list The Dn will be transferred to the next BLF slot that has not been initialised Entries can be re arranged by simply dragging and dropping the entry into the required BLF slot A Dn can be removed from a BLF slot by double clicking on the entry BLF Details BLF 1 60 Mot lritialeed par Din Elan Available Dns r On Selection r Order By 0559 E verbody al ei 4010 Chris Boseley Super Group Iw Agent Group CG Dn 14111 Jameshillett Jw Trunk Group Trunk es 4123 Mark Cosgrove _ _ ome EAU Andy Mash n jw ACD Agent Pilot 4204 Andrew SLand xl ELF 61 120 j Hot Irnitialsed Mot Irnitialsed BLF 121180 BLF 181 240 Hegt Previous Mot Initialzed Mot Initialzed Mot lnitalzed Compact Print Mot lritialiged Save Close f Dn Selection By default the Available Dns list box contains all the directory numbers within the telephone switch associated with the selected Dn Selection categories i e Agent Group and Agent If only one category has been selected then only the directory numbers associated with that category will be displayed in the Available Dns list box 1 To deselect any of the categories click M associated with that category 2 To select any of the
96. rectory numbers associated with that category will be displayed in the Available Dns list box 1 To deselect any of the categories click IM associated with that category 2 To select any of the categories click I associated with that category b Set the Directory Number Order The Available Dns can be in three different orders Dn Directory Number 0000 9999 or 1 Name Directory Number name alphabetically or 2 Type Directory Number type alphabetically 3 Click associated with the required order c Select Directory Number Click the required Directory Number then click d or Double click the directory number Click on Save when selection completed Delete Directory Number To remove the selected directory number from the Queue Monitor Set Up screen double click a directory number entry box The Dn Search screen appears click I associated with Delete Entry Click x Not Initialised will be displayed in the directory number entry box Call Center View Page 33 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Queue Display This option enables you to select group statistics to be monitored on the Queue Monitor view screens It is possible to select 3 parameters for each group to be displayed on the group icon A number of fields may be selected to be shown at the bottom of the screen as totals for the groups on display From the Set Up menu select Queue Display The
97. roups 0300 Call Centre 0400 Agent Group Add gt z Remove Next Previous Bes es EZ A se Ooae Close Call Center View Page 23 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View To Add a Group The information regarding all the groups within the Telephone switch are listed in the Available Groups list box Up to a maximum of 60 groups can be added to the Display Group To add a required group to the Display Groups from the Available Groups either 1 Double click a required group or Select a group then click Add 3 To move a group up or down the Display Groups list click the required group and then click Move Up or Move Down 4 Click on Save when selection complete To Remove a Group To remove a group from the Display Groups list either 1 Double click a required group or Select a group then click Remove 3 To move a group up or down the Display Groups list click the required group and then click Move Up or Move Down 4 Click on Save when selection complete Page 24 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Trunk Group List The Trunk Group Monitor screen allows the supervisor to quickly and easily monitor the state of their groups to view traffic levels ensure that they have enough lines to cope with call volumes control call costs and identify any faults The superv
98. s 17 POS ls anar a aa 10 12 Ost Calls Alli cotas dalla iaa 58 69 POST CAS Ex tadas lt sola lacas 58 69 Ost Cal SE catan 12 Lost Calls MAXIMUM uma traidos 41 Lost email nad Sade aid 18 Boeing UI 18 Lost Email Threshold CHANG Css adi acia 18 Lost Email Jee r ee 18 Ost Emails tz 18 Bei e EE 24 Beie Un cie 12 Rei 45 LOW E un aiii 43 Low Alarm Clear lada 43 Low Category Page 93 40DHB0002USBB Issue 5c 26 September 2005 PCA AT Ds a 45 LOW C ALCO ONY osien cl 45 M Manage EDS gd 1 Mana asa aa 1 WER ARIS 52 Maxim EE 41 Message od 9 Vulle tt 52 MINIMUM Update Henod 61 A 1 Modify Confguraton 52 Modify list button CLICKING aaa 46 MOGITY ISt DUMON anin a 46 MONIO aerea ld 76 Monitor Display Selection 58 69 76 MOVE DOW ahi otis r iia 22 MOVE UD EE 22 MultMedta ee 1 Multimedia Module 1 N KN 20 Name AOM Meee Ee 13 Name nn adi 10 12 13 31 Name Di a 78 Kei 20 Network Details ale VE 21 ODEM mida idad 9 Network IDE TGIIS ocai fee taseenid ental da 9 21 New IC Pies eebe 24 New Password button 2 New lee dE 5 20 KI 8 le e BEE 2 NOrmal sisi iaa 37 Normal Ala Misal iia 36 43 Normal Call cian 36 39 NO Tira adas 4 Not AMIV NSE Gx ints cine Serdar iria 28 Number TER EE 39 Klftyie WEE 39 Number DME Old 62 Nunber Valle iaa 36 Numberslagentsitrunkelgroups 35 O BI aati E 24 EE 55 69 IEN 59 71 OR DUO nde a 33 45 49 OM el ue DEE 64 Open Group MONNON sitet lo
99. s Set Up option e Alarm Script Alarm messages accessible from the Wallboard Server The Alarm messages can either be displayed in generic or scripted format which are obtained from the Wallboard Server 1 Ensure you have selected the wallboard device s as detailed in Wallboard Destination 2 From the Set Up menu bar select Alarm Scripts Page 48 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Preview shows the format of the alarm message being displayed on the wallboard device s Scripted Alarm Messages To display Scripted Alarm Messages you need to associate the alarm messages with the Alarm Type Alarm Type is the alarm threshold settings configured for a directory number as detailed in Alarm Trip Points 1 Ifthe Type options are not shown click cancel in the Preview Pane Click the pull down arrow and select from the listed alarm Type options Click the pull down arrow and select an alarm Cat Category either Low or High Click Change and Script Preview shows the layout of the message as will be displayed on the wallboard device s Click the required message Click the OK button To close the screen without making any changes click Cancel Ss 2 oS eS YS To change from Script format to Generic format click Change 9 Ensure Generic is selected and then click the OK button Note It is recommended to set the PCA Alarm Type to Low Category Set all
100. s a customer contact software solution that enables companies and departments to manage multimedia contacts into and out of the organization MMM provides applications that manage Telephony E mail and Web Call Back communications For installation of MultiMedia Module refer to the separate Installation Manual For installation and administration of the MultiMedia Module refer to the separate set of manuals for MultiMedia Call Center View Page 1 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Starting CCC User Access CCC User Access is available on all Server and Client PCs It allows storage of personal Call Center View profiles and Wallboard settings Initially on each PC Administrators can log on by entering the following Name Admin Password NMYSBH CAUTION When you log on as Administrator for the first time it is recommended that you change the password The new password must be recorded and kept in a secure place As an administrator you have the ability to change all set up screen and run the CCV Alarm Reporter application You can also log on with any name and no password is required As you are not logged on as an administrator CCV Alarm Reporter cannot be run and the following setup screens are not available e WB Alarm Scripts e Alarm WB Destination e Alarm Settings e Default Settings To log on using CCC User Access 1 Double click on the CCC User Access Icon be ee s
101. states for of all the agents within that group Call Center View Page 69 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Trunk Group Monitor This screen allows you to monitor the status of the Trunk Group List This is a real time screen and displays the status of the selected trunk groups see Set Up Call Center View for setup details You can monitor only six trunk groups at a time This screen also displays each group s selected statistics The features explained within the Trunk Monitor are e Trunk Groups e Individual Trunk Group Details e Real Time Status e Monitor e Trunk Display Position e Trunk Group Status e Individual Trunk Details Trunk Group Individual Trunk Group Details Real Time Status Individual Trunk Details The above diagram shows the levels for monitoring trunks Using the left hand mouse button you can move down a level Using the right hand mouse button you can obtain a summary of individual directory numbers i e Group and Real Time Status screens Page 70 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Trunk Groups From the View menu select Trunk Group Monitor or click ai The Trunk Group Monitor View screen appears Trunk Group A trunk group is represented by TSG ENG GROUP 4525 No on Ready 0 Grp Calls Ans AN 9 Grp Calls Ans Ext 9 Answered AR 43 Answered Ext 26
102. stics can be derived by pausing the cursor over these particular fields of information Group details e Name The group name and directory number e Group Status The current status of the group e Group s Members A list of the agent group s members e Calls Waiting The total number of calls currently waiting for the group e PCA Percentage Calls Answered The number of calls answered by the group within the target answer time expressed as a percentage of calls answered by the group e GOS Grade Of Service The number of calls answered by the group within the target answer time expressed as a percentage of calls answered and lost by the group e Overflowed To The number of calls which originally rang another directory number then rang this group and were answered e Longest Wait The length of the current longest waiting call for this group e Longest Waiting Answered The longest waiting call before answer today e Longest Waiting Lost The longest waiting call that was lost today by agent e Overflow From Calls that originally rang this group and then rang a subsequent group Call Center View Page 59 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Agent Status Members The number of members in this group Ready The number of agents currently ready to take incoming calls Busy The number of agents currently in busy Busy Wrap Up The number of agents currently in busy wrap u
103. t EE 58 69 76 Lost Call Thresbold 17 OSU GIN GIN RE 18 Lost Email Thresbold 18 PCA Target TIME xddd iia nds 15 Call Center View Compact Contact Center V5 Index Slate EE ds 76 TEX EE 49 TEX COOU atole cias 49 A dee 47 Change 12 15 16 17 18 37 45 47 49 58 69 76 Change Display SelectiOn ocoooncccoooncnccnoconos 24 Change Queue Display Selection 30 Change State Colours occccocccncccoccncccocnnonnncnnconanonoos 52 Clear Te EE 39 Clear Low SS S eee en a eee eee 39 ee EE 39 CLI DIS OAS ces oo 62 e N 10 12 62 Clicking Modify list button 46 CICR esencial titles 46 E E 2 Close Colour Selection n onnoennenneennonnnernorrrsrrenrnerrnn 49 A Ee 10 19 49 Colour NEI Let EES 98 Dn Activity View 33 Group Stats ia codos 55 o EE 33 49 COlOUP a te ees 27 33 49 52 55 58 65 69 Colour Selection EE 49 el Te lee EEN 49 COMU Sia os 49 52 62 65 Compact Contact Center 1 Comprises Seele BEE 46 COMPASES cee eee sid 46 ele Un ia 6 Configuring CallCenter VEW eerste ia 8 Contigua 8 CONNEC aia 5 Connect DUHOM asar a rado 4 Connect Using EXISUIMG Prot 5 Connect USING Vii 5 Connected Device occccocncccccncoccnococcnncconnnonannnnanonos 62 Connection The PC ENNEN 9 Contact Center ida 1 Contact Center Profile ccooocccococnnoconnno 1 Contact Center Supervisor ooccccocccccccccccocnnconnncnonos 37
104. t Time Setting PLA Target Time Dn Mame Call Centre 300 B PLA Target Time PCA Target Time E El Select Directory Number To select an individual directory numbers double click Dn Name text box and follow the instructions detailed Select Agents Groups Trunks Alternatively use the spin button E until the required time appears in the left hand box Set PCA Target Time PCA Target Time sets the time in seconds and is used to calculate the directory number s PCA service level By default PCA Target Time is set to 45 seconds The range is 1 360 seconds 1 To change the PCA Target Time click and hold the mouse on the spin button E until the required time appears in the left hand box Once you have selected your time for the selected directory number click Set Click Yes to confirm your request Click No to close the confirmation screen Call Center View Page 17 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Answer Time Each DDI must be directed to a unique group to use this functionality The Answer Time Secs reflects a successive cumulative sequence of answer time bandwidth It indicates the number of DDI calls were answered within the time bandwidth From the System Admin menu select Set Answer Times the Set Answer Times screen appears Setting Answer Time Dn Mame Call Centre 300 El Answer Time Answer Time Secz Ans Time 60 Ans Time
105. t of the existing profiles 2 Select the required name and then click the Logon button 3 The Loading Setup Details screen appears Logon Profile 5 The Find Server menu is displayed Highlight the required server and click on Connect To Create New Profile Select the profile name New Profile and click the Logon button Enter a Profile Name and then click the Create button Ge Click Yes to create the New Profile name and then the Loading Setup Details screen appears 4 The Find Server menu is displayed Highlight the required server and click on Connect Note From within Call Center View a profile can be added changed or deleted from the Profile menu Undefined Directory Numbers Once CCV is running the directory numbers information from the IP Office are downloaded automatically via Delta Server As a New Profile the Set Up screen provides only the information received from the IP Office The View options will be enabled once the Set Up screens are configured As an existing Profile Undefined will be displayed in the configured Set Up and View screen s until all the directory number information is downloaded from the telephone switch Call Center View Page 7 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Call Center View Main Screen This section provides an overview of all elements on the CCV screen such as menus toolbar buttons and the information bar dn Call
106. the Alarm List Page 84 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Unacknowledged Alarms Unacknowledged Alarms list box displays in red the alarms as well as the accumulative number of the alarms currently active The Alarm indicator will be flashing _ red yellow The Alarms are listed chronologically Top is the oldest Once an alarm has been cleared within the telephone system it remains in this list until it is acknowledged Each alarm is displayed in the following format Name Dn Alarm Details 1 To Acknowledge an individual directory number alarm double click the required directory number 2 To Acknowledge all the alarms within the list click UI Acknowledged Active Alarms If an alarm is still active once it is acknowledged it will be displayed in blue in the Acknowledged Active Alarms list box The Alarm indicator Y red will be displayed When a directory number alarm is cleared it will automatically be removed from the list box Individual Summary screens To find out detailed information about any of the directory number s in the Alarm List screen i e group agent trunk DDI click using the right mouse button the directory number the summary screen for that directory number appears This screen provides information about the status of the directory number The individual summary screens are e Individual Group Details e
107. the resources are equipment or people For a supervisor to effectively manage staff who spend a significant amount of their time on the telephone the availability of real time information is essential The CCV allows the supervisor to balance their resources i e staff against the traffic level of incoming calls and therefore improve customer service and reduce cost When CCV is launched the user is presented with a registration screen at which they enter their profile name The telephone switch database the user s configuration as well as the call statistics for that day is loaded on to the CCV The real time screens contained within the CCV are as follows e General Screens Alarm Handling DN Activity BLF Details and Callback Request e Agent Based Screens Group Monitor Individual Agent Details Agent Group Details Percentage Time in State Real Time Status Individual Agent Group Details Group Status Percentage and Group Performance Monitor e Queue Based Screens Queue Monitor and Individual DDI Details e Trunk Related Screens Trunk Group Monitor Group Status Percentage Individual Trunk Group Details Individual Trunk Details and Real Time Status When CCV is first started you need to create a Profile for the user and then set up the program for the user Call Center View Page 5 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Starting Call Center View Before starting Ca
108. time in state alarm will trigger when any of the specified thresholds is exceeded Ready The ready time in state alarm will trigger when any of the specified thresholds is exceeded Busy N A The busy not available time in state alarm will trigger when any of the specified thresholds is exceeded Ringing The ringing time in state alarm will trigger when any of the specified thresholds is exceeded Internal Made The internal made time in state alarm will trigger when any of the specified thresholds is exceeded Internal Revd The internal received time in state alarm will trigger when any of the specified thresholds is exceeded Page 42 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Alarm Points Criteria Queue Utilisation The Alarm threshold clear field of the Queue Utilisation menu sets the automatic low and high alarm clear limits of a directory number for the Queue Details categories a Alarm threshold clear 20 Clear Low 2 120 Clear High a0 M Queue Details Calls Wafng Mo Longest Wat Sec os Balu eo 90 WS Io Average Answer Sec PLA ise Eu RI eut fico Ublts abopn Available Agents see fe Apply to Got Group Apply to Members Restore The categories are e Calls Waiting No Number of calls Waiting e Longest Wait Sec Longest Waiting call e PCA Percentage of Calls Answered e Average Answ
109. tivity screen has been designed to allow the supervisor to drill down in fine detail to the activities of agents groups trunks and DDIs in real time by allowing the selection of information from 33 parameters to be displayed The information displayed can be tailored to the supervisor s requirements by adding and removing the required information fields From the Set Up menu select Dn Activity This screen enables you to select the fields and the order in which they appear on the Dn Activity View screen see Dn Activity As there is no option to select directory numbers within the Dn Activity Set Up screen the Dn Activity button is enabled once you have selected the required directory numbers in Group Monitor and BLF Details Set Up screens Click on Save when selection completed Note The minimum refresh time of this screen is 5 seconds Dn Activity Column Selection Column Wisibility Column Position Logged on at W Logged on at IY Agent Group Logged off at lf Logged off at lf Agent Dr Time on Duty Today ist 40 Last Connection IM Time on Duty Today 3 SC Last Calling Line ID v Call Rate Last Acc Code vw i Last Connection lee gt Last Calling Line ID iv PCA D Last Aco Code Y GOS ee e Cost Today W Longest Wat Internal Made gt Incoming M L Wait Ans Refused Calls iY Internal Revd Lost Calls leet MY Outgoing WM Lait Lost E e H rans From Internal Made if Average Abandoned Total I C Call Dur Previous W Refused
110. today e L Wait Ans All The longest wait of all calls internal and external before answer today e L Wait Ans Ext The longest waiting external call before answer today e L Wait Lost All The longest waiting of all calls internal and external which was lost today e L Wait Lost Ext The longest waiting external calls which was lost today e Last Call Cost The cost of the last call answered by the agent today e Longest Wait The longest waiting current call e Lost Calls All The total number of all incoming internal and external unanswered calls by the agent today e Lost Calls Ext The total number of external incoming unanswered calls by the agent today e Outgoing All The total number of all outgoing calls internal and external made by members of the group agent today e Outgoing Ext The total number of all external outgoing calls made by members of the group agent today Page 62 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV e PCA All PCA Percentage of Calls Answered The number of calls internal and external answered within the target answer time expressed as a percentage of internal and external calls answered e PCA Ext The number of external calls answered within the target answer time expressed as a percentage of external answered calls e Refused Calls All The total number of all calls internal and external which rang the ag
111. uble click on the appropriate Server to open it and then double click on the required option to send the message to a specific active PC Wallboard The Agent s ID appears grayed out in the box next to Agent ID Click on Done and then click Send You could also use Destination as above but only selecting the specific PC Wallboard e Audible Alert Enables causes the selected active PC Wallboard to provide an audible warning Supervisor Messages This option is not currently supported Network Details To open the Network Details screen from the File menu select network Details The Network Details screen displays the following information e Connection The PC hosting Delta Server that the CCV is connected e Dn Activity The download of the directory number information Call Center View Page 11 Compact Contact Center V5 40DHB0002USBB Issue 5c 26 September 2005 Call Center View Call Back Request Lost Calls Call Back Request Lost Calls The Call Back Request feature when used in conjunction with Voicemail Pro allows the supervisor to view a list of incoming callers who have selected the option of call back The set up in Voicemail Pro requires the reporting tab of any action in a callflow to have the option request to call back the current caller selected CCC will then keep a record of the callers CLI if provided Further details are available in the IP Office Voicemail Pro Installation and Administration manual Call Back
112. ue increases the Alarm Warning Meter reflects the change by illuminating green amber and red segments The three boxes display statistical data that has been selected in the Queue Display setup screen If there is an alarm set for Calls Waiting Longest Waiting Lost and PCA the background colour of the numerical indicators change s to red Page 78 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Individual Trunk Group Details To find out detailed information about trunk group directory number s click using the right mouse button the summary screen for the selected trunk group directory number appears This screen provides information about the status of the selected directory number Further details are available in Trunk Groups Individual Group Details To find out detailed information about group directory number s click using the right mouse button the Summary screen for the selected group directory number appears This screen provides information about the status of the selected directory number Further details are available in Group Details Individual Agent Details To find out detailed information about agent directory number s click using the right mouse button the Summary screen for the selected agent directory number appears This screen provides information about the status of the selected directory number Individual DDI Details To find out
113. xternal answered within the target answer time expressed as a percentage of internal and external calls presented GOS Grade of service e Avg IC The average answer time of all internal and external incoming answered calls e LWAns The longest wait of any internal and external answered call today e LW Lost The longest wait of any lost call internal and external today e Group Calls Ans The number calls answered by agents for this group Page 34 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Click on Save when selection completed BLF Details Call Center View CCV The BLF screen has been implemented to provide an overview of up to 240 directory numbers on the system in real time This screen allows agents groups trunks and DDIs to be displayed on a completely free format basis in order to gain a perspective on all elements of the system From the Set Up menu select BLF Details The BLF Details screen enables you to select directory numbers to be displayed on the BLF Details View screen BLF View Button L There are 240 entries available which are divided into 4 tabs each containing 60 entries Tabs are from 1 60 61 120 121 180 and 181 240 The Available Dns contained in the top list box can either be in number or in alphabetic order By default the order is in Dn directory number which lists the Available Dns in numeric order Name lists the directory numbers in al
114. y using the mouse to drag a corner or side of a window in any direction 4 Default Size S that restores the windows to their original size Change State Colours The colour of the status of the directory numbers changes as their state changes To select different state colours see State Details If you have set an alarm for any of the selected directory numbers then when an alarm occurs the background colour changes to red To find out about the alarm see Alarm Details Page 56 Call Center View 40DHB0002USBB Issue 5c 26 September 2005 Compact Contact Center V5 Call Center View CCV Group Monitor The Group Monitor allows high level monitoring of groups This real time screen allows you to monitor the status of each group s selected statistics within the CCV Group List From the View menu select Group Monitor or from the toolbar click ECH The Group List screen appears ae Group List Agent Group 400 Call Centre 300 PES All 100 0 100 0 GOS All IO 100 0 Lost All Calls Waiting Calle Waiting Ansver All Ansvwer All oe Zen m The supervisor may view 9 groups on each screen and scroll to subsequent screens to view more groups up to a maximum of 7 screens thus enabling the supervisor to monitor large numbers of groups simultaneously At a glance the supervisor can see the status of a group or if any alarms have triggered on that group Call Center View Page 57 Compact Contact Center V5 40DHB000

Avaya Compact Contact Center V5 Call Center View

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