3com IP Contact Center Management Information Guide

3Com® IP Contact Center Management Information Guide

System Release 7

http://www.3com.com/

Part Number 900-0364-01, Rev. AA Published May 2006

3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064

Copyright © 2006, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty of any kind, either implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time.

UNITED STATES GOVERNMENT LEGENDS:

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

United States Government Legend: All technical data and computer software is commercial in nature and developed solely at private expense. Software is delivered as Commercial Computer Software as def ined in DFARS 252.227-7014 ( June 1995) or as a commercial item as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com Corporation. Shutters is a registered trademark of Nuasis Corporation.

Other brand and product names may be registered trademarks or trademarks of their respective holders.

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Who Should Read This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related Publications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About the 3Com IPCC Management Information Applications. . . . . . . . . . . . . . 14

About Reporting Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Media Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Levels of Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Contact Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Handle Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Supervisors, Teams, and Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20

Logging On to the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Displaying Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Displaying a Help Topic for 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . 22

Displaying Online Help for 3Com IPCC Real-Time Status Viewer . . . . . . 23

Displaying Online Help for the 3Com IPCC Desktop . . . . . . . . . . . . . . . . .24

Using the Controls in the Help Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Topic-Only View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Frameset View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Finding a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Resizing the Help Navigation Frame. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Printing a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Troubleshooting Online Help Access Problems . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 2. Working with 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . . . . 31

3Com IPCC Reporter Access Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Logging On to 3Com IPCC Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Using 3Com IPCC Reporter Licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Logging On to 3Com IPCC Reporter from the 3Com IPCC Desktop . . . . . . . 33

Working in Your 3Com IPCC Reporter Environment. . . . . . . . . . . . . . . . . . . . . . . 33

Understanding 3Com IPCC Reporter Components . . . . . . . . . . . . . . . . . . . . . 34

3Com IP Contact Center Management Information Guide 3

Contents

Setting Your Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

General Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

Crystal Report Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Organizing Your Folders and Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Accessing Your Folders or Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Accessing Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40

Navigating through Folders or Categories. . . . . . . . . . . . . . . . . . . . . . . . . . .40

Creating Folders or Categories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41

Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Selecting the Report Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Sorting Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42

Searching for Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Viewing the Last Five Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Navigating Through Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

Generating New Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Viewing Reports on Demand. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

Specifying Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Working with Reports in the ActiveX Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . .54

Scheduling Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Schedule Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

Parameters Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Destination Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Format Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Accessing Completed Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

Closing Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Logging Off 3Com IPCC Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64

Chapter 3. Viewing Historical Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65

Administration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67

Audio Source List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

Class of Service List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69

Classification List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

Escalation Timeout List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71

Idle Reason List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72

Node List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73

Role List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74

Routed Contact Target Address List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75

Service Level List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Supervisor List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Trunk Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78

User List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79

User Skill List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80

4 3Com IP Contact Center Management Information Guide

Contents

Workflow Association List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Workflow List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Wrap-Up Code List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Contact Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Classification Abandoned Summary Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Classification Contact Summary Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Classification State Snapshot. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Classification Summary – Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97

Classification Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Classification Wrap-Up Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Contact Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

DNIS Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Universal Case ID Media Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Universal Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120

Universal Short Contact Intraday. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Universal Summary – Duration Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Universal Summary – Volume Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Universal Wait Time Intraday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131

Voice Menu Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Executive Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Executive Classification Media Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . .135

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Executive Classification Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Executive Custom Variable Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Executive Media Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Executive Team Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Chart View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Extraction Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Extract Contact Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Extract Contact Event Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150

Extract Universal Contact Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

3Com IP Contact Center Management Information Guide 5

Contents

Extract User Event Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Trunk Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Trunk Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Trunk Group Usage Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154

Trunk Group Utilization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155

User Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157

User Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Chart View – User and Team Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .159

Chart View – Combined User Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . .161

User Classification Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162

User Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164

User Event Detail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165

User Idle Reason Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166

Chart View – Idle Reason by User and by Team . . . . . . . . . . . . . . . . . . . . .167

Column and Row View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168

Chart View – Idle Reason, All Teams Combined . . . . . . . . . . . . . . . . . . . .169

User Logon-Logoff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .169

User Summary – Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .170

User Summary – Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172

WFM Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174

Workforce Management - Aspect Agent Productivity. . . . . . . . . . . . . . . . . . .174

Workforce Management - Aspect Forecasting. . . . . . . . . . . . . . . . . . . . . . . . . .175

Workforce Management - GMT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

Chapter 4. Working with 3Com IPCC Real-Time Status Viewer . . . . . .177

Real-Time Status Viewer Access Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Starting Real-Time Status Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178

Opening Real-Time Status Viewer from the 3Com IPCC Desktop Toolbar .179

Opening Real-Time Status Viewer from the Alerts Panel . . . . . . . . . . . . . . . .179

Real-Time Status Viewer Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .180

Viewing Displayed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Expanding or Collapsing a Status Row . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182

Working with Chart Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Working with Time Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184

Arranging Displayed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Changing the Column Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Sorting Data in Columns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .185

Closing Real-Time Status Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .186

Chapter 5. Monitoring Real-Time Status . . . . . . . . . . . . . . . . . . . . . . . . . . . .187

Teams Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189

6 3Com IP Contact Center Management Information Guide

Contents

About Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Agent Status View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Classification Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Agents Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Agent Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .196

Deferred Contacts View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Agent Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198

Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

Interval Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200

Current Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202

Contact Analysis View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Contact Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

Trunks Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Trunk Details View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Trunk Usage View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207

Trunk Utilization View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

My Statistics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Chapter 6. Administering 3Com IPCC Reporter . . . . . . . . . . . . . . . . . . . . 213

Using the Central Management Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214

Logging On to the Central Management Console . . . . . . . . . . . . . . . . . . . . . . 214

Creating a Reports Permission Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .216

Managing Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Managing Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Creating a New Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219

Adding Users to an Existing Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219

Deleting Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Managing Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220

Creating a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222

Copying and Moving Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

Deleting a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

Assigning Rights to a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225

Managing Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226

Enabling or Disabling a Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227

Setting Defaults for Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228

Scheduling Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Using Custom Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Logging Off the Central Management Console . . . . . . . . . . . . . . . . . . . . . . . .232

Using the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233

Logging On to the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Navigating by Folders, Reports, or Parameters . . . . . . . . . . . . . . . . . . . . . . . . 235

Specifying Parameter Values for Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

3Com IP Contact Center Management Information Guide 7

Contents

Logging Off the Parameter Update Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .237

Using Report Upgrade and Import Administrator . . . . . . . . . . . . . . . . . . . . . . . .237

Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238

Enabling the ADODB.Stream Object on a

Computer System Installed with Windows XP SP 2. . . . . . . . . . . . . . . . . .239

Backing Up the Standard Reports Folder . . . . . . . . . . . . . . . . . . . . . . . . . . .239

Setting Up Browser Security Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240

Logging On to Report Upgrade and Import Administrator . . . . . . . . . . . . . .243

Performing an Upgrade and an Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .245

Performing an Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .248

Performing an Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .250

Logging Off Report Upgrade and Import Administrator . . . . . . . . . . . . . . . .252

Appendix. Event Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267

8 3Com IP Contact Center Management Information Guide

PREFACE

About This Guide

This guide provides detailed instructions for using 3Com IPCC Reporter and 3Com IPCC Real-Time Status Viewer to view and monitor system and user status. Reporter is used for consolidated historical information and Real-Time Status Viewer is used for real-time information.

This guide also provides information about administrative applications that enable 3Com IPCC Reporter administrators to manage the 3Com® IP Contact Center reports.

Who Should Read This Guide

This guide is intended for supervisors, executives, and administrators who plan for, configure, manage, or administer 3Com IP Contact Center resources.

How This Guide is Organized

The chapters in this guide provide the following information:

Chapter 1, “Introduction,” provides an overview of the

3Com IP Contact Center applications that allow you to monitor system and user status and to view historical reports. The chapter also explains how to get help while you work.

Chapter 2, “Working with 3Com IPCC Reporter,” explains how to use 3Com

IPCC Reporter to view, schedule, and print reports.

Chapter 3, “Viewing Historical Reports,” explains how to use 3Com IPCC

Reporter to view reports that help you manage your 3Com IP Contact Center resources. The chapter describes each standard report provided by 3Com Corporation.

3Com IP Contact Center Management Information Guide 9

About This Guide

Chapter 4, “Working with 3Com IPCC Real-Time Status Viewer,” explains

how to use 3Com IPCC Real-Time Status Viewer to view and evaluate the status of your 3Com IP Contact Center system.

Chapter 5, “Monitoring Real-Time Status,” describes the columns in each

3Com IPCC Real-Time Status Viewer view.

Chapter 6, “Administering 3Com IPCC Reporter,” provides an overview of

the 3Com IPCC Reporter administrator tasks involved in managing 3Com IPCC Reporter and explains how to use the Central Management Console, the Parameter Update Tool, and the Report Upgrade and Import Administrator to complete the 3Com IPCC Reporter administration tasks.

Appendix, “Event Data,” provides a list of all possible events that can be

reported in event reports, such as the Contact Event Detail, Component Event Detail, Node Event Detail, and Trunk Event Detail reports.

A glossary and index are included at the back of this guide.

Related Publications

The following lists describe other 3Com IP Contact Center publications.

Books (PDF format)

Title Description

3Com IP Contact Center Administrator Guide

3Com IP Contact Center Desktop User Guide

3Com IP Contact Center Workflow Builder User’s Guide

3Com IP Contact Center Desktop Installation Instructions

Detailed instructions for using 3Com IPCC Administrator to configure and maintain the resources in your 3Com IP Contact Center.

Introduction to the features and functions of the 3Com IPCC Desktop and instructions for accessing applications and working in the 3Com IPCC environment. Detailed instructions for handling contacts of all media types and levels of assistance, using the 3Com IPCC Contact History Viewer, and performing supervisory tasks.

Detailed instructions for using 3Com IPCC Workflow Builder to create and edit workflows. A workflow is a set of instructions for processing and delivering contacts, managing agents, and controlling system-level behaviors.

Detailed instructions for configuring user computers and installing the 3Com IPCC Desktop software components. It also describes how to remove the software that is installed as part of the 3Com IPCC Desktop installation.

10 3Com IP Contact Center Management Information Guide

Quick Reference Guides (PDF format)

Title Description

Related Publications

3Com IP Contact Center Desktop Quick Reference

3Com IP Contact Center Supervisor Quick Reference

Concise instructions for logging on, accessing 3Com IPCC applications typically used by agents handling e-mail, voice, Web, voice message, and callback contacts, and using 3Com IPCC Contact History Viewer.

Concise instructions for performing common supervisor tasks, including monitoring and coaching agents, sending bulletins, logging off users, and accessing real-time and historical reports.

3Com IP Contact Center Management Information Guide 11

About This Guide

12 3Com IP Contact Center Management Information Guide

CHAPTER 1

Introduction 1

This chapter provides an overview of the 3Com IPCC management applications and the reporting data they provide, describes basic terms and concepts that will help you use the applications effectively in day-to-day management tasks, and explains how to access and use online Help.

Topics covered in this chapter:

■ About the 3Com IPCC Management Information Applications

■ About Reporting Data

■ Logging On to the 3Com IPCC Desktop

■ Getting Help

3Com IP Contact Center Management Information Guide 13

Chapter 1: Introduction

About the 3Com IPCC Management Information Applications

The 3Com IP Contact Center system considers many factors when determining how to handle a contact. These factors include media type, business value, time in queue, service level objectives, and availability of agents. Contact center administrators, supervisors, and executives need this type of detailed information to help them with day-to-day and long-term planning, forecasting, and operation.

The 3Com IPCC Reporter and 3Com IPCC Real-Time Status Viewer applications provide detailed information about the activities and performance of agents, the contacts that come in for each classification, the media types through which contacts enter the contact center, and the level of assistance contacts receive. You can use the real-time status views and historical reports to determine staffing levels, reallocate resources among classifications according to customer demand, monitor agent productivity, and evaluate service-level objectives.

About Reporting Data

The data that appears in real-time status views and in historical reports is compiled from events that are generated by users, contacts, components, trunks, and nodes in the 3Com IP Contact Center system. The contact, trunk, node, and component events are processed at the nodes and at the hub.

The events are used to update the following:

■ Real-time status (user, contact, and trunk)

■ Real-time and historical summary records (user, contact, and trunk)

■ Historical event records (user, contact, trunk, node, and component)

■ Historical detail records (contact detail records and universal contact

records)

A contact detail record (CDR) contains data collected for a contact segment, which is created whenever a contact is distributed, escalated, handled, transferred, demoted, or redistributed. Data for all the contact

14 3Com IP Contact Center Management Information Guide

Media Types

About Reporting Data

segments that occur during the course of the entire contact is collected and written to the database in the universal detail record (UDR).

The following topics describe some of the events and components that are used to generate data for real-time and historical reports:

■ Media Types

■ Levels of Assistance

■ Contact Types

■ Handle Types

■ Supervisors, Teams, and Agents

Some data is reported by contact media type. The media types available at your contact center may differ depending on your business needs and your 3Com IP Contact Center system configuration. The following table describes the possible media types.

Media type Description

Voice Phone calls from customers to your 3Com IP Contact Center system.

Phone calls are routed according to your organization’s business logic and are delivered as immediate-assistance contacts.

E-mail E-mail messages sent by customers to your organization. Typically,

an e-mail message is initially routed as a deferred-assistance contact to a shared classification folder in Outlook Express.

If an agent hasn’t claimed the e-mail message after a specified amount of time, it is escalated to immediate assistance.

Like other immediate-assistance contacts, the e-mail message is represented on the left-most panel on the panel bar.

Web Web collaboration requests, including:

■ Web chat and page sharing—for example, a customer enters

information in a caller information page on your organization’s Web site and the request is routed as an immediate-assistance contact.

■ Meet-me requests—a Web collaboration session in which a

caller navigates to a specific Web page and enters a logon name and a meet-me ID to initiate a session with an agent directly.

3Com IP Contact Center Management Information Guide 15

Chapter 1: Introduction

Media type Description

Voice message Voice messages left by customers in response to a prompt.

Callback Requests from customers for a return call from an agent.

Levels of Assistance

For example, while waiting in queue for an agent, a customer may choose to leave a voice message. The voice message is routed and delivered as a link in an e-mail message.

For example:

■ While waiting in queue for an agent, a customer can press

touch-tone keys on the telephone keypad to enter a phone number in response to a voice prompt.

■ A customer can enter a phone number and other requested

information in a form on a Web site that provides a callback link, and then click a button to route the callback request to an appropriate agent.

Callback requests are routed and delivered as links in e-mail messages.

When a contact arrives at the 3Com IP Contact Center, it is assigned an assistance level depending on the media type of the contact. The assistance level that a contact receives can then change based on the defined business logic and current conditions in the contact center.

For example, a deferred-assistance e-mail contact can be escalated. After an e-mail message is escalated, it is placed in a queue to be delivered to an agent as an immediate-assistance contact.

The 3Com IP Contact Center system classifies and prioritizes contacts based on the three levels of assistance described in the following table. Each level has different resource requirements and treatment methods.

16 3Com IP Contact Center Management Information Guide

About Reporting Data

Level of assistance Description

Self-service Self-service is for customers who want to get information themselves

while maintaining the option of being escalated to deferred or immediate assistance to complete their transactions. In the 3Com IP Contact Center system, self-service contacts include contacts handled by informational announcements including 3Com IVR (Interactive Voice Response) capability, and information posted on a Web site.

Note: Self-service data is not collected and therefore does not appear in real-time statistics or historical reports.

Deferred assistance

Immediate assistance

Deferred assistance is for customers who need live assistance but are willing to wait. Because these customers expect a response within a finite period of time, automatic escalation to immediate assistance ensures that their expectations are met in an effective and timely manner.

Deferred-assistance contacts typically include callback requests, e-mail messages, and voice messages (which are delivered to 3Com IPCC Desktop users as links in e-mail messages).

Immediate assistance is for customers who require live assistance as soon as possible. Immediate-assistance contacts typically include Web collaboration requests, phone calls, and escalated e-mail messages (including e-mail messages with links for callback requests and voice messages).

Contact Types

The contact type indicates how a contact is routed through the 3Com IP Contact Center system. The terminology used in reporting is described in the following table.

3Com IP Contact Center Management Information Guide 17

Chapter 1: Introduction

Contact type Description

Routed A contact that, upon arrival at the contact center, is routed based on your

organization’s business logic. For example, a routed contact can be one of the following:

■ A contact that is handled by an announcement.

■ An immediate-assistance contact delivered to an agent.

When the contact is delivered to an agent, it appears in the left-most panel of the 3Com IPCC Desktop contact panel.

Redirected An immediate-assistance contact that is transferred from one

3Com IPCC Desktop user to another. For example:

■ An immediate-assistance contact that is delivered to an agent, who

transfers the contact to a supervisor.

■ A voice contact that originates as a conference with three

participants—a caller and two 3Com IPCC Desktop users—from which the primary agent disconnects.

The contact appears in an available space in panels 2, 3, or 4 on the panel bar and the panel displays Redirected as the contact type.

Conference A voice or Web contact that consists of three participants. For example, a

conference can be one of the following:

■ An immediate-assistance voice contact delivered to an agent, who

conferences in a supervisor.

■ A supervisor who is monitoring an agent’s conversation with a caller,

and then barges in on the call.

■ A Web collaboration session between a customer and two agents.

■ An internal call between two agents and a supervisor.

Inbound An inbound contact from an external party that is routed directly to a

3Com IPCC Desktop user. An example of an inbound contact is a customer who places a voice call to an agent’s direct extension.

Outbound A contact initiated by a 3Com IPCC Desktop user to an external party.

Debrief A voice conference (a caller and two 3Com IPCC Desktop users), from

which the caller disconnects. The contact converts to a Debrief contact type during the period of time the two 3Com IPCC Desktop users remain connected.

Callback A contact initiated by a 3Com IPCC Desktop user to a customer who

requested a phone call from an agent.

The agent receives a callback contact in an e-mail message that contains a link. When the agent clicks the link, the customer’s phone number is dialed from the agent’s 3Com IPCC Desktop.

The outbound portion of the transaction determines the contact type.

18 3Com IP Contact Center Management Information Guide

Handle Types

About Reporting Data

Contact type Description

Internal A contact initiated from one 3Com IPCC Desktop user to another; for

example, a phone call from an agent to a supervisor.

Unrecognized A contact type assigned to a voice contact that is not recognized by the

3Com IP Contact Center system. An unrecognized contact occurs when a caller dials a number that is provisioned on the system but is not defined in 3Com IPCC Administrator as either a routed contact target address or a user phone number.

Each contact segment is assigned a handle type, which identifies how the contact segment concluded. The handle type is recorded in the CDR for the contact segment.

Note: A handle type is also assigned to the UDR, which summarizes the entire contact. Not all handle types are applicable to the UDR, however; the Escalated and Demoted handle types are only assigned to the CDR, not the UDR.

For example, when an immediate-assistance voice contact arrives at the contact center, it queues at the node for an agent. An agent becomes available and accepts the contact, talks to the caller, and then hangs up. This contact segment is assigned a handle type — User.

The following table describes each handle type and provides the associated contact types.

Associated contact

Handle type Description

Abandoned A call that was disconnected by the caller

before reaching an agent or informational announcement. If the caller disconnected the call within the time threshold defined for short calls, the handle type of the contact segment was short instead of abandoned.

Complete An outbound, callback, or internal contact

that was handled.

Deleted An e-mail, callback, or voice message contact

that reached an agent, who subsequently deleted the contact before responding.

Demoted A contact that is moved down from one level

of assistance to the next.

For example, an e-mail, callback, or voice message contact that is escalated to immediate assistance, and then moved back to deferred assistance.

types

Routed, redirected, and inbound

Outbound, callback, and internal

Routed and redirected

Routed

3Com IP Contact Center Management Information Guide 19

Chapter 1: Introduction

Handle type Description

Associated contact types

Escalated A contact that has moved up from one level

of assistance to the next.

For example, an escalated contact is a deferred-assistance contact that has ben moved to immediate assistance. For example, an e-mail contact may be escalated from deferred to immediate assistance if it is not claimed within a defined escalation timeout period.

Incomplete An outbound, callback, or internal contact

that was abandoned.

Informational Announcement

New Media A contact that is disconnected after leaving a

Short A contact that is disconnected by the caller

Third Party A contact that is routed to an IVR (Interactive

Trunk A contact that is routed from a

A contact that is handled by a recorded announcement.

voice message or callback request.

before being placed in queue within the time threshold defined for short calls.

Voice Response) component that is integrated with the 3Com IP Contact Center system.

3Com IPCC Desktop user to a party outside the 3Com IP Contact Center system.

Routed

Outbound, callback, and internal

Routed, redirected, and inbound

User A contact that is handled by an agent. Routed, redirected, and

Supervisors, Teams, and Agents

In addition to report data about the contacts that move through the 3Com IP Contact Center system, report data about users (the people who are logged on to the 3Com IPCC Desktop) is also captured. Report data is available to supervisors—users whose role includes the Management feature set—in the form of real-time status views and historical reports.

A team is a group of users whose role includes the Contact Handling feature set (agents) managed by a supervisor. All users who handle contacts must be assigned to a team. A team can have up to five supervisors.

A supervisor can manage one or more teams, but users can be contacthandling members of only one team. For a supervisor, this could mean that he or she supervises teams A and B and handles contacts for team C.

inbound

20 3Com IP Contact Center Management Information Guide

Logging On to the 3Com IPCC Desktop

A supervisor can supervise and handle contacts for the same team (therefore “supervising” himself or herself), or can supervise a team and not belong to any team as a contact-handling member.

A team can have members who reside on multiple nodes. However, supervisors can view status views only for one node at a time.

Logging On to the 3Com IPCC Desktop

Though you can start 3Com IPCC Reporter directly from your browser, you must be logged on to the 3Com IPCC Desktop to start 3Com IPCC Real-Time Status Viewer.

Before you log on to the 3Com IPCC Desktop for the first time, make sure your computer is configured correctly and the 3Com IPCC Desktop is installed as described in the 3Com IPCC Desktop Installation Instructions.

Getting Help

To log on to the 3Com IPCC Desktop, follow the instructions in the 3Com IPCC Desktop User’s Guide.

For details about logging on to the 3Com IPCC Management Information applications see “Logging On to 3Com IPCC Reporter” on page 32 and

“Starting Real-Time Status Viewer” on page 178.

When you are working with the 3Com IPCC management applications and the 3Com IPCC Desktop Manager, you can get help by accessing the online Help at any time.

Topics included in this section:

■ Displaying Online Help

■ Using the Controls in the Help Window

■ Finding a Help Topic

■ Resizing the Help Navigation Frame

■ Printing a Help Topic

■ Troubleshooting Online Help Access Problems

3Com IP Contact Center Management Information Guide 21

Chapter 1: Introduction

Displaying Online Help

You can display the online Help by clicking on the Help button on the 3Com IPCC Desktop toolbar.

Topics included in this section:

■ Displaying a Help Topic for 3Com IPCC Reporter

■ Displaying Online Help for 3Com IPCC Real-Time Status Viewer

■ Displaying Online Help for the 3Com IPCC Desktop

Note: If the online Help does not appear after you have followed the instructions in this section, see “Troubleshooting Online Help Access Problems” on page 29.

Displaying a Help Topic for 3Com IPCC Reporter

You can access online Help for each report or for 3Com IPCC Reporter as a whole.

To display Help for a report:

1. In a report folder window, click a report link in the report list.

A menu is displayed.

Click here to display help for report.

2. Click Report Help.

Help for the report you clicked is displayed.

22 3Com IP Contact Center Management Information Guide

To display Help for 3Com IPCC Reporter:

Click here on any 3Com IPCC Reporter page to view Help for 3Com IPCC Reporter as a whole.

Displaying Online Help for 3Com IPCC Real-Time Status Viewer

Getting Help

➤ In the right corner of the title bar, click Help.

Help for 3Com IPCC Reporter is displayed.

When you work with 3Com IPCC Real-Time Status Viewer, you can access online Help for each status view.

To access Help for a status view:

➤ Click the Help button in the upper-right corner of the tab.

➤ Press the F1 key on your keyboard.

A Help button is available on every 3Com IP Contact Center Real-Time Status Viewer tab

3Com IP Contact Center Management Information Guide 23

Chapter 1: Introduction

Displaying Online Help for the 3Com IPCC Desktop

You can access online Help by clicking on the Help button on the 3Com IPCC Desktop toolbar.

Using the Controls in the Help Window

The online Help systems open as follows:

■ In 3Com IPCC Reporter, online Help opens in the frameset view.

Click this button to display Help for the 3Com IP Contact Center.

■ In Real-Time Status Viewer, online Help opens in the topic-only view.

■ In 3Com IPCC Desktop Manager, online Help opens in the frameset

view.

Topics covered in this section:

■ Topic-Only View

■ Frameset View

24 3Com IP Contact Center Management Information Guide

Getting Help

Topic-Only View

Context-sensitive Help is displayed in the topic-only view, as shown in the following illustration. Click the Show Navigation button to switch to the frameset view.

Show Navigation

Navigation path

Frameset View

3Com IP Contact Center Management Information Guide 25

Chapter 1: Introduction

In the 3Com IPCC Reporter and the Manager3Com IPCC Desktop Manager, the online Help is displayed in the frameset view, as shown in the following illustration.

Note: In the Real-Time Status Viewer, online Help opens in topic-only view. To switch to the frameset view, Click the Show Navigation button in the topic-only view.

Navigation tabs

Show in Contents button

Navigation frame Topic frame

In the frameset view, the navigation frame appears on the left side of the window and the Help topic frame appears on the right side of the window. When you first display the Help window, the Contents tab appears; this is analogous to the table of contents in a printed book.

The following table describes the components of the frameset view.

Component Description

Navigation tabs Click a tab to display one of three navigation aids in the Help

window’s navigation frame: the Contents, Index, or Search tab.

Show in Contents button. Highlights the entry on the Contents tab

that corresponds to the currently displayed topic.

Previous button. Displays the previous sequential topic in the Help system.

Note: Use your browser’s Back button, not the Previous button, to display a topic that you previously viewed.

Next button. Displays the next sequential topic in the Help system.

Navigation frame Displays the contents of the Contents, Index, or Search tab.

Topic frame Displays the current topic.

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Finding a Help Topic

You can find online Help topics by using the tabs on the navigation frame:

1. If the navigation frame is not already displayed, click the

Show Navigation button.

Click here to display the navigation frame.

Getting Help

Navigation tabs

Click a closed book to open it and view a list of subtopics.

Click an open book to close it and hide the subtopics.

2. Use the controls on the Contents, Index, and Search tabs to find a topic.

When you select a subtopic from the navigation frame on the left, the topic is displayed in the topic pane on the right.

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The following table describes the navigation tabs.

Tab Action

Contents Click a closed book to display a list of subtopics. Click an open book to

hide the list of subtopics. Click the title next to a book or page icon to display the corresponding topic.

Index Scroll the list to find an index entry or click a link at the top of the Index

tab to display a different set of index entries. For example, click B to display the index entries that begin with the letter b. Then click an index entry to display the corresponding topic.

If more than one topic corresponds to the index entry, a list of topics is displayed. Click the one you want to view.

Search Type a word or phrase in the text box, and then press ENTER or click Go.

The Search tab displays a list of all topics that contain the word or phrase you entered, along with a relevancy ranking (a number between 1 and

100). Click the name of the topic you want to view.

When you enter more than one word, the search finds topics that contain all the words you entered.

Resizing the Help Navigation Frame

To resize the navigation frame:

➤ Drag the vertical line that separates the navigation frame from the topic

frame.

When the cursor changes to a double-headed arrow, press and hold the mouse button, then drag the vertical line to the right or left to resize the frames.

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Printing a Help Topic

To print the current online Help topic:

1. Click the Print button.

2. In the Print dialog box, select the appropriate settings, and then click

Print.

Getting Help

Click here to print the active Help topic.

Troubleshooting Online Help Access Problems

A Microsoft Internet Explorer 6.0 security feature and the Google Popup Blocker might prevent the 3Com IP Contact Center online Help from being displayed.

When one or both of these security features are enabled, the online Help for the 3Com IP Contact Center applications might not appear when you click a Help icon or button. One of the following situations might occur:

■ A security message, as shown in the following illustration, is displayed

in the Internet Explorer Information Bar.

If this occurs, click the message, and then follow the prompts to display the active content (the online Help).

If the online Help is still not displayed, press and hold the CTRL key while you click the message and the subsequent prompts. Release the CTRL key when the online Help is displayed.

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Chapter 1: Introduction

■ The Help window does not display at all or flashes briefly on the screen

and then disappears. This typically occurs when the Google Popup Blocker is enabled.

To display the online Help, press and hold the CTRL key while you click the Help icon or button. Release the CTRL key when the online Help is displayed.

If the online Help does not appear after you have followed the instructions in this section, do the following:

1. From the Microsoft Internet Explorer Tools menu, select Internet

Options.

2. Select the Advanced tab.

3. In the Browsing directory, make sure the Reuse windows for

launching shortcuts check box is cleared.

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+ 242 hidden pages