ACD IQ Installing And Getting Started Issue 1 R6 Installation Manual

Installing and Getting Started
76-110-0675/F Release 6 Issue 1
76-110-0675/F
Release 6, Issue 1
Installing
and Getting Started
Woodbury, N.Y.
NOTICE
© Copyright 1998 Telrad Telecommunications, Inc.
This publication refers to Telrad’s ACD IQ package running on Telrad’s DIGITAL KEY BX system, Releases SB-6 and up, or on Telrad’ s DIGITAL 400 system, Releases DB-6 and up, as of Sep­tember, 1998.
This publi cation de scribes th e operatio n of the agent’s posi tion, using any Telrad DIGITAL telephone, although preferably one with a display.
Telrad reserves the right to modify the equipment and the soft­ware described herein without prior notice. However, changes made to the equipment or to the software described herein do not necessarily render this publication invalid.
Woodbury, New York
ii
Section 1
INTRODUCTION
1.1 ABOUT THE
ACD IQ
tem designed to monitor the activities of a Call Center. While monitoring Call Center activities, the system gener­ates reports summarizing the past performance of the sys­tem over a given time period, and provides statistical analyses of the Call Center system behaviour, within a specified period.
The assess Call Center activity trends. On the basis of this in­formation, management can provide the most ef fici ent per­sonnel allocation plan to meet the Call Center requirements.
is a comprehensive telephone management sys-
ACD IQ
system enables management to accurately
ACD IQ
SYSTEM
1-1
76-110-0675/F, Issue 1
Figure 1-1 displays the relationship between the server database and one client station.

Figure 1-1: ACD IQ Server-Client Relationship

ACD IQ
1-2
Section 1: INTRODUCTION
Figure 1-2 below displays a configuration in which several similar client stations are attached to the server:

Figure 1-2: Typical Server - Multi-Client Relationship

In this example, the server is attached to several client sta­tions. In addition to the server’s client station has
ACD IQ
client applications inst alled on it s
ACD IQ
installation, each
hard disk. On one client station, only the Real-Time Moni­toring and the Wall Board Administration appl ications have been installed.
This guide describes the installation procedures to be fol­lowed for the following three
ACD IQ
installation configura-
tions:
Network Client-Server Configuration
- For this con­figuration, the requiremen ts and instal lation pr ocedures to be performed on both the server and client comput­ers, are described.
1-3
76-110-0675/F, Issue 1
Standalone Configuration
requirements and installation procedure to be per­formed on the standalone computer, are described.
Real-Time Client Configuration
tion, the requirements and installation procedures required for a Real-Time client configuration are described.
- For this configuration, the
- For this configura-

1.2 SCOPE OF THIS GUIDE

This guide describes how to inst all the so ftware n ecessary to run the Telrad tion procedures for the three tions, described in the previous section.
It is intended for the PBX technician who installs the
system on a client/server network or on a standalone
IQ
computer. It is assumed that the reader is familiar with the physical hardware setup of the physical connections between the system’s units.
ACD IQ
system. It describes the installa-
ACD IQ
installation configura-
ACD
ACD IQ
system and the
The guide is also intended to provid e “getting st arted” infor­mation for Call Center admi nistrators and other us ers of the system.
In addition, this guide provides a basic overv iew of the four
ACD IQ
troubleshooting chapter that descri bes the procedures that can be followed, in the event of problems that may occur during the course of the installation procedure.
1-4
applications that comprise the sys tem, as well as a
Section 1: INTRODUCTION
NOTES
This guide is not intended as a user guide for the describe how to use the tions in detail. For comprehensive infor­mation on how to use the applications, refer to the context sensi­tive on-line help system provided.
ACD IQ
system. It does not
ACD IQ
applica-
ACD IQ
For the latest information on the system, please refer to the read.me file provided with the installation CD.
ACD IQ
1.3 HOW IS THIS GUIDE ORG ANI ZED
This guide is divided into the following four chapters:
Section 1:
Section 2:
Section 3:
Section 4:
Introduction
ACD IQ
the pose, structure and relevant information related to this guide.
Installation Guide,
instructions on how to install each platform available, includ ing the screens presented during the installation procedure.
Getting Started,
duction to the plays sample screens for each appl ication.
Troubleshooting
may occur during the installation process and suggested remedial actions for them.
, gets you acquainted with
system, and explains the pur-
provides step-by-step
ACD IQ
provides a basic intro-
ACD IQ
applications and dis-
, lists the problems that
on
1-5
76-110-0675/F, Issue 1
1.4 TYPOGRAPHICAL CONVENTIONS IN THIS GUIDE
Various typographical conve n tions are used throughout this guide to help you fol low the text. The followi ng kinds of formatting identify specific information:
Arial font Words that appear in this font are actual
words that appear in the windows and di­alog boxes of the software applications.
Italic font Apart from the name of the product itself,
words that appear references to other sections or figures within the Guide.
Note: Important notes are preceded by the word
presented in bold typeface, with
Note:
lines above and below.
Arrow bullet and bold type
Black square bullet
Bulleted List Text that is preceded b y a black diamond
Numbered List
<
Text en­closed by ar­row-shaped brackets and in Arial font
Text that is bold and preceded by an ar­row bullet indicates the start of a proce­dure or task that you can perform.
Text that is preceded by a black square bullet indicates that t his task requires only one step.
bullet indicates a list of points in no partic­ular order.
Text that is preceded by a number indi­cates a list of sequenti al points or a series of steps you must perform in order.
Words that are enclosed by arrow­shaped brackets and in the name of a key on the keyboard or key­pad, e.g. the
>
in italics
<
Enter> key.
indicate cross-
this font
indicate
1-6
Section 1: INTRODUCTION
1.5 ABBREVIATIONS & TERMINOLOGY
For a complete list and explanation of ny terminology, refer to t he glossary provided in the context sensitive on-line help system.
The following terms are used frequently throughout this guide:
PBX/PABX Private Branch eXchange/Private Auto-
matic Branch eXchange.
Lock Device The software protection plug, or dongle,
(hasp) attached to the parallel port. The software will neither install nor run without this device.
ACD IQ
and telepho-
ACD IQ
1-7
76-110-0675/F, Issue 1
THIS PAGE INTENTIONALLY LEFT BLANK
A
1-8
Section 2
INSTALLATION GUIDE

2.1 PREPARING THE SYSTEM

This chapter describes the step-by-step p rocedure for in­stalling the each step, the appropriate windows or screens are de­scribed. The installation process is basically an automatic procedure, requiring minimum intervention on the techni­cian’s part.
ACD IQ
Before beginning the installation pro­cess, make sure you have attached the appropriate lock device to the server and client computers (one for the server and one for each client computer), where necessary. Without the lock device, you will not be able to install the system.
system on each available platform. At
NOTE
Following is a summarized checklist of the operations to be performed in order to install and run the gram:
• Set up the computers.
• Set up the network and test it using the assigned net­work TCP/IP addresses.
• Test the connectivity of the computers and server using the PING utility.
• Install the server software and check that it runs cor­rectly.
ACD IQ
pro-
2-1
76-110-0675/F, Issue 1
• Install the client software and chec k that it runs correctly. Make sure that the server is running before checking.
• Perform the initial administration process, as described in Section 3.3 Setting the Parameters for a First Time Installation.
2.2 HARDWARE REQUIREMENTS
This section lists the minimum hardware requirement s nec­essary to install and run the client and network computers.
ACD IQ
system, for the server,
2.2.1
The server computer must include the following hardware:
CPU Pentium 200 MHz or higher.
64 MB RAM or higher.
An NT supported Network Interface Card.
An NT supported modem (for remote maintenance).
Two free serial ports (the first is for th e PABX connec-
2.2.2
The client computer must be a standard PC computer with the following hardware:
CPU Pentium.
16 MB RAM.
Network Interface Card.
2.2.3
All server/client computers must be connected on a LAN that supports TCP/IP.

Server

The modem must be configurable as COM3.
tion, the second is for the Wall Board connection).
ACD IQ
Server Lock Device (Hasp).

Client

ACD IQ
Client Lock Device (Hasp).

Network

2-2
Section 2: INSTALLATION GUIDE
2.3 SOFTWARE REQUIREMENTS
This section defines the minimum software requirements for installing and running the or standalone system, or client station.
ACD IQ
system, for a server
2.3.1
The server or standalone computer must be configured with the following software:
Windows NT Workstation 4.0.

Server or Standalone System

NOTE
The Sybase SQL Anywhere 5.5 software is installed by the program.
ACD IQ
installation
2.3.2 Client Station
DOS (6.2 or above) plus Windows 3.11, or Windows 95.
NOTE
The Sybase SQL Anywhere software is installed by the gram.
ACD IQ
installation pro-
2.4 THE INSTALLATION PROCEDURE
The
ACD IQ
following configurations:
Standalone Server and Client Configuration:
configuration, the server and client sof tware are installed on the same Win NT Workstation computer.
system can be configured to run in one of the
In this
Network Server and Clients Configuration:
configuration, the server is install ed on a Win NT Work­station computer, and the clients are installed on differ­ent PC’s/Windows computer (one per client station).
In this
2-3
76-110-0675/F, Issue 1
The installation procedure automaticall y identifies the t ype of installation that is required, by reading the information found on the computer’s lock device.
You will need the following items to i nstall
ACD IQ
ACD IQ
ACD IQ
ent).
2.4.1 Installing the
The following installation procedure is identical for all the available configurations.
To install the
1. Ensure that all the prerequisite software r equired for the
server has been installed (see Section 2.3.1 Server or Standalone System).
2. Connect the PBX to a COM port on the Server (COM1
is the default), check the date/time on both (the PBX and the Server) and synchronize them if needed.
3. Connect the Wall Board to another COM port on the
Server .
4. Install the Server Lock Device on the parallel port.
5. Insert the
Drive.
6. The CD-ROM is incorporated with aut orun dir ectives s o
by default it should start the setup process when detected. If for some reason there is a need to activate it manually, the SETUP32.EXE program locat ed on the ACDIQ directory of the CD-ROM should be started.
7. If this is a first installation, then the server will probably
not have the required software driver for reading the lock device. In this case, the installation program installs the required drivers.
Installation CD-ROM. Server Lock Device (one). Client Lock Device (one for each network cli-
Server
ACD IQ
ACD IQ
ACD IQ
Server system:
installation CD-ROM into the CD
ACD IQ
:
2-4
Section 2: INSTALLATION GUIDE
If the device driver is in stall ed, but no l ock dev ic e is fo und, or a lock device which is not for a Server station is install ed, then the following message will be displayed.

Figure 2-1: No Suitable Lock Device Found

8. Install the correct lock device and restart the installa-
tion.
In order to install and run the ACD IQ server, the user must be the NT “Administrator” user. If the user is not the Administrator, the following message is displayed:

Figure 2-2: User is not the NT Administrator

NOTE
Once installation is completed, the NT will not ask for login, but will login auto­matically as “Administrator”.
2-5
76-110-0675/F, Issue 1
9. If a valid Server Lock Device is found, the follo wing wel-
come message is displayed:

Figure 2-3: The welcom Message

NOTE
This message changes according to the installation procedure selected by the lock device.
The installation program automat ically identifies the type of installation to be performed (from the hardlock key).
2-6
Section 2: INSTALLATION GUIDE
10.Press <Enter> to continue, or <Esc> to exit the installa-
tion program. The installation program displays the prompt shown in Figure 2-4:

Figure 2-4: Selecting the ACD IQ Drive

11.By default,
ACD IQ
is installed on drive C: under the
directory C:\ACDIQ.
To install
ACD IQ
on drive C:
Select Use the default drive.
To install
ACD IQ
on a different drive:
Select Change the drive and select the required drive from the list.
In order to run properl y, ACD IQ must know t he administra­tor password. The default is no passwor d. You can change it in the following message box that is displayed:

Figure 2-5: Change administrator password

2-7
76-110-0675/F, Issue 1
12.The current TCP/IP address of the server is displayed and you are prompted to confirm or change it as required, as shown in Figure 2-6.

Figure 2-6: Confirming the Server IP Address

13.If you choose to change the IP addresses, you are prompted for the IP address of the ser ver st ati on. I f you are not sure of the correct IP address, please ask the network administrator.

Figure 2-7: Changing the Server IP Address

14.The server name is used by the
ACD IQ
clients to con­nect to the server. The default name is ‘ACDIQ’. There is no need to change it, unless you inte nd to place mo re
2-8
Section 2: INSTALLATION GUIDE
than one
ACD IQ

Figure 2-8: Changing the Server Name

Network server on the sa me net work.
15.By default, the installation procedure installs the Sybase SQL Anywhere 5.5 Database software in the directory C:\SQLANY50. You may now change this directory (though it is not recommended):

Figure 2-9: Entering the SQL Directory

16.By default, the server backs up the database to \ACDIQ\Backup under the selected drive. You can change it in the message box displayed in Figure 2-10. To change the target drive, give a full path name. This
2-9
76-110-0675/F, Issue 1
path is used by the server computer.
Figure 2-10:
Confirming the Server
Backup Database Path
After the Sybase SQL Anywhere 5. 5 software has been lo­cated, for a server installa tion, the following message is dis­played:

Figure 2-11: The Ready for Installation Message

NOTE
This message changes according to the installation procedure selected by the lock device.
The setup program installs the required soft ware and con­tinues with step 15 of the Client in stallation, as describ ed in the following section.
2-10
Section 2: INSTALLATION GUIDE
NOTE
In order to start the must reboot the computer.
ACD IQ
server you
2.4.2 Installing the
The Client installation proc edure is identical for al l the avail­able client configurations. However, some of the client ap­plications may not be installed, depending on the information that is stored in the lock device.
To install the
1. Ensure that all the prerequisite software r equired for the client has been installed (see Section 2.3.2 Client Sta­tion).
2. Install the Client Lock Device on the parallel port.
3. Insert the ROM drive.
4. The CD-ROM is incorporated with aut orun dir ectives s o by default it should start the setup process when detected. If for some reason there is a need to activate it manually, the SETUP32.EXE program locat ed on the ACDIQ directory of the CD-ROM should be started.
5. If a valid lock device is not found, then an appropriate message will be displayed, and the install program will exit. Install the correct lock device and star t again from step 4.
ACD IQ
ACD IQ
ACD IQ
client software:
installation CD-ROM into the CD-
Client
The installation program automatically ident ifies the type of installation to be performed (from the hardlock key). The Opening Window is displayed. After a few seconds, the Welcome screen shown in Fi gure 2-12 is display ed.
2-11
76-110-0675/F, Issue 1
Note that the list of authorized client applications according to the lock device, is displayed.

Figure 2-12: The Welcom Screen

6. Click OK to continue, or Cancel to exit the installation program.
7. The installation program displays the prompt shown in Figure 2-13:

Figure 2-13: Selecting the ACD IQ Drive

2-12
Section 2: INSTALLATION GUIDE
8. By default,
ACD IQ
client is installed on drive C: under
the directory C:\ACDIQ.
To install
ACD IQ
on drive C:
Select Use the default drive.
To install
ACD IQ
on a different drive:
Select Change the drive and select the required
drive from the list.
9. The current server and client IP addresses are dis­played, and you are prompted to confirm or change them as required, as shown in Figure 2-14.

Figure 2-14: Confirming IP Address

10.If you choose to change the IP addresses, you are prompted for the IP address of the client station, and then, of the server station as shown in Figure 2-15 and Figure 2-16. If you are not sure of the correct IP
2-13
76-110-0675/F, Issue 1
addresses, please ask the network administrator.

Figure 2-15: Changing the Client IP Address

Figure 2-16: Changing the Client Server IP Address

11.The server name is used by the
ACD IQ
client to con­nect to the server database. The default name is ACDIQ. You should change it only if you changed the server name.
2-14
Section 2: INSTALLATION GUIDE

Figure 2-17: Changing the Server name

12.By default, the installation procedure installs the Sybase SQL Anywhere 5.5 Database Software in the directory C:\SQLANY50 (see Figure 2-9: Entering the SQL Directory). You may now change this directory (though it is not recommended).
13.After clicking OK the following message is displayed.

Figure 2-18: The Ready for Installation Message

NOTE
This message changes according to the installation procedure selected by the lock device.
14.Click OK to continue. The files are copied into the appropriate directories. Whil e the files are being copied,
2-15
76-110-0675/F, Issue 1
a progress bar showing the percentage completed, is presented. After the files have been copied, th e following messag e is displayed:

Figure 2-19: The Modifying AUTOEXEC.BAT file message

15.If you click Yes, the installation process makes the nec­essary changes to the AUTOEXEC.BAT file and informs you of them. In addition, a backup copy of the original AUTOEXEC.BAT file is made under the name AUTOEXEC.BAK.
NOTE
If you have any problems you can restore the original AUTOEXEC.BAT file by overwriting the current AUTOEXEC.BAT file with AUTOEXEC.BAK.
Once the installation is completed, the following mes­sage is displayed:

Figure 2-20: The Installation is coMplete Message

2-16
Section 2: INSTALLATION GUIDE
16.Click OK. When you have finished, reboot the com­puter. You are now ready to run ACD IQ.
2.4.3 After Installation
At the end of the installation process for a Network Client configuration, the following ACD IQ Program Group ope ns:

Figure 2-21: ACD IQ Program Group

At the end of the installation pr ocess for a Stand alone con­figuration, the ACD IQ Program Group opens with two ad­ditional icons, for starting and stopping ACD IQ, as displayed below:

Figure 2-22: ACD IQ Program Group (Standalone)

The following four
ACD IQ
applications are located on the
server and on each client station:
Administration;
Real-Time Monitoring;
Historical Reports;
Wall Board Administration.
2-17
76-110-0675/F, Issue 1
On the network client station, the Real­Time Monitoring application is copied to the Startup folder to enable i t t o r un auto­matically. On the server, an icon is cop­ied to the Startup folder to enable you to start ACD IQ.
NOTE
In order to load or standalone computer, wait a few seconds, and then turn it on again. The database server is loaded and t he server starts up. For a first-time install ation, initial database setup is required (see
2.4.4
Installing Over an Existing
ACD IQ
, shut down and turn off the server
ACD IQ
Sections 3.1-3.3 for details).
ACD IQ System
To upgrade or install tem, follow the relevant steps i n the procedure describe d in section 2.4.1 Installing the ACD IQ Server. Note that exist­ing data in the database is not deleted by this installation.
ACD IQ
over an existing
ACD IQ
sys-
2-18
Section 3
GETTING STAR TED

3.1 STARTING THE ACD IQ SYSTEM

3.1.1 Starting the Server

To start the
Turn on the server computer.
ACD IQ
server:
When NT starts, it will load and run the the Windows Start menu. During the startup process, the following window is displayed:

Figure 3-1: Connecting to the Server

NOTE
It is recommended that you minimize this window!
ACD IQ
Server, via
3-1
76-110-0675/F, Issue 1

3.1.2 Starting the Client

To start the
1. Turn on the client computer.
2. Enter Windows for Win 3.11.
The Sybase SQL Anywhere 5.5 Client is automatically loaded, and tries to link to the ceeds in linking to the server, Figure 3-2 is displayed.
ACD IQ
client:
ACD IQ
server. After it suc-

Figure 3-2: Connected to the Server

If the client cannot co nnect to the server, an error mess age is displayed. For details about problem handling, refer to Section 4: Troubleshooting.
NOTE
For a standalone system, the operations described in Sections 3.1.1 Starting the Server and 3.1.2 Starting the Client are performed on the server.
3-2
The
ACD IQ
Section 3: GETTING STARTED
Program Group contains five icons:
Historical Reports
ACD IQ Administration
ACD IQ Help
Real-Time Monitoring
Wall Board Administration
Used to run the Historical Reports application.
Used to run the Administration application.
Used to run the help system.
Used to run the Real-Time Monitor­ing application.
Used to run the wall board adminis­tration application.
ACD IQ
To run an ACD IQ application:
Double-click on the appropriate icon in the group.
NOTE
If this is a first installation, you must define initial parameters before running the client applications (see Section 3.3 Setting the Parameters for a First Time Installation).
on-line
ACD IQ
The ACD IQ Login window is displayed. Before you can en­ter an ACD IQ application, you must first be assigned a unique user name and password by the system manager.

Figure 3-3: The ACD IQ Login Window

3-3
76-110-0675/F, Issue 1
To log in to a selected application:
1. Enter you login name in the Login Name field.
2. Enter your password in the Password field.
3. Click OK. If you type an incorrect user name or password, the fol-
lowing error message is displayed and you will not be able to access the selected application.

Figure 3-4: The Login Error Message

4. Click OK to exit the dialog box and try again.
3.2 SHUTTING DOWN THE SYSTEM

3.2.1 Shutting Down the Server

To shut down the server:
Double-click on the Stop button in the Group.
The Server shuts down automatically.
ACD IQ

3.2.2 Shutting Down a Client Station

To shut down a client station:
1. Exit any open applications by pressing <Alt+F4>.
2. Exit Windows by pressing <Alt+F4> (for Windows 3.11 only).
3-4
Program
Section 3: GETTING STARTED
3.3 SETTING THE PARAMETERS
FOR A FIRST TIME INSTALLATION
After installing to run the system, a number of initial parameters must be defined in the
To define the initial parameters for a first time installa­tion:
1. Access the ble-clicking the Administration icon in the Program Group.
2. In the 3: The ACD IQ Login Window), enter t he followi ng login name and password:
Login Name: Password:
ACD IQ
ACD IQ
ACD IQ
ACD IQ
e1996
This is the login name and password of a supervisor with full rights to access and edit all the administrator of the system is asked to setup one more supervisor with similar privileges for regular work and to avoid the use of EA which should be saved for backup and technical maintenance.
for the first time, in order to be able
Administration.
Administration application by dou-
Login window that opens (see Figure 3-
ea
NOTE
ACD IQ
parameters. The
After entering the password, the initial Administration screen is displayed.
3. The first step to be done is to set the general options used in screen, select the General menu. From this menu,
ACD IQ
. From the menu bar of the main
3-5
76-110-0675/F, Issue 1
select the Options option (see Figure 3-5).

Figure 3-5: Accessing the General Options Parameters

The General Options parameters are displayed in the screen.
Figure 3-6:
General Options Parameters
4. Set the parameters according to your requirements, or leave the default values, as displayed. (For detailed information, refer to the online help system.) When you have finished, click the Update button.
5. Next, you can (optionally) specify the working/non­working days in the system. This information is neces­sary for calculating the daily average for historical reports by intervals, that s pan more than one day. T o do this, select the Working Days option from the General menu (see Figure 3-5), and specify the working/non­working days as described in the online help system.
6. The next step is to define agent groups and their parameters. To do this, select the Groups item from the
3-6
Section 3: GETTING STARTED
Entities menu (see Figure 3-7).
Figure 3-7:
Accessing the Groups Parameters
7. From the Group menu item that appears in the menu bar, select the Add option (see Figure 3-8).
The Groups General Parameters are displayed in the screen.

Figure 3-8: Add Group General Parameters

8. Click the following push buttons and define the parame­ters for each option, as specified in the online help sys­tem:
General Params
Thresholds (optional but recommended)
Group Agents
9. At a later stage, you may want to define Super-Groups and Group Supervisors as required. You may not remove the default supervisor ea, but make sure there is at least one other supervisor defined with full rights!
3-7
76-110-0675/F, Issue 1
10.Shutdown the server by selecting the Shutdown option from the Tools menu (see Figure 3-9).

Figure 3-9: Tools Menu

3.4 ACD IQ CLIENT APPLICATIONS

The
ACD IQ
separate entity and running independently of the other ap­plications. This section provi des a brief descrip tion of each application (with sample screens), and describes various basic tasks that can be performed from each application.

3.4.1 The Administration Application

The
ACD IQ
to define system entities and modify them. The system con­figuration determined using this application, defines the in­formation that will be availa ble for Historical and Real-Time reports.
system comprises four applications; each as a
Administration enables authori zed supervisors
Administration Application Operations
This section describes how to perform the following basic operations in the
1. Creating a new agent group.
2. Defining the parameters for the new group.
3. Adding agents to the newly created agent group.
ACD IQ
Administration:
Creating a New Agent Group
To create a new agent group:
1. Double click on the Administration icon in the Program Group (see Figure 3-3: The ACD IQ Login
3-8
ACD IQ
Section 3: GETTING STARTED
Window) to access the application and enter your login name and password in the Login window that opens. The Administration application main screen opens.
2. From the Entities menu, select the Groups option.
3. From the Group menu item that displays, select t he Add option.
4. A message is displayed informing you that the group will be seen only after restarting
ACD IQ
.
5. Click OK.
A new group is added t o the li st of groups d isplayed on the left side of the Administrat ion screen, and its default p aram­eters are displayed on the right side of the screen.
Figure 3-10 below shows the General Parameters Group screen from the
ACD IQ
Administration.

Figure 3-10: The Group General Parameters Screen

3-9
76-110-0675/F, Issue 1
Defining the Parameters
To define parameters for the new group:
Fill in the General Parameters fields as display ed in the screen above (Figure 3-10), according to the following fields descriptions:
Field Description Name Number Target ASA
Max ACD Talk Time
Interval Time
Queue Number
Service T ime Intervals
The name of the selected group. The dial number of the group. Target Average Speed of Answer. The amount of time (in seconds) that the call should be answered, from the time it is received. The maximum amount of time (in seconds) suggested for a call on the line. Calls that exceed this time period are indicated in sta­tistical reports. Determines the time period that will be moni­tored in the real-time reports for the group. Setting this field to 10 min., for example, will cause the real-time report for that group to show statistical information relevant for the last 10 minutes. A number used in the PCP program as the group number. Time periods that serve as start points for
ACD IQ
ter determines the time periods, within which, calls waiting in the queue will be monitored in STI histogram reports. Leave the default val­ues displayed here (0, 10, 20, 30, 40, 50).
statistical information. This parame-
Once you have finished defining the parameters:
Click Update to save them.
Adding Agents to the New Group
To add agents to the newly created agent group:
1. From the toolbar in the Administration application main screen, click the Groups icon.
3-10
Section 3: GETTING STARTED
2. From the list of groups at the left of the screen, select the newly created group.
3. Click the Group Agents push button.
4. From the Groups Agent Parameters screen that is dis­played, click Insert. The following screen is displayed for adding a new group agent.

Figure 3-11: Adding a New Group Agent Screen

5. Fill in the required agent details in the appropriate fields and click Update to register the changes in the data­base.
The newly defined agent is added to the agent group.
NOTE
You can continue to add more agents to the group, by repeating the above proce­dure. Try to modify their details or delete an agent from the group. At any stage, if you need more information, refer to the context sensitive on-line help system.
3-11
76-110-0675/F, Issue 1
3.4.2 The Real-Time Monitoring
Application
The Real-Time Monitoring applicat ion al lo ws you to obtai n on-line statistical and gr aphic information concerning differ­ent Call Center activities. The information can be displayed in many different table and graphic formats, prov iding you with a clear picture of what is actually going on in the cen­ter.
Real-Time Monitoring Operations
This section describes how to create the following two types of real-time windows in the Real-Time Monitoring application:
Group Status Window
of each agent in a selected group, and for how l ong the agent has been engaged in that activity.
, displaying the current activity
Call Distribution Graph
information about one group, such as the number of answered calls, number of abandoned calls, etc.
To create the Group Agent Status Window:
1. Double click on the Real-Time Monitoring icon in the
ACD IQ
Login Window), to access the application and enter your login name and password in the Login window t hat opens. The Real-Time Monitoring main screen opens.
2. From the File menu, select the New option to create a new real-time window.
3. In the New dialog box, double-click on the Group Agents Status template, or select the template and cl ick OK.
3-12
Program Group (see Figure 3-3: The ACD IQ
, displaying graphical pie chart
Section 3: GETTING STARTED
4. In the New Group dialog box, double-click on the telem­etry group to obtain information on this group. Information on the agents in this group is displayed in the window , as shown in the example in Figure 3-12.

Figure 3-12: Real-Time Group Agents Status Window

NOTE
Information displayed in the screen is constantly updated, according to activity in the Call Center.
5. Save the report using the Save As option from the File menu and assign it a name.
To create the Call Distribution Graph window
1. From the File menu, select the New option to create a new real-time window.
2. In the New dialog box, double-click on the Call Distribu­tion Graphs template, or select the template and click OK.
3. In the New Group dialog box, double-click on the Ser­vice group to obtain information on this group.
3-13
76-110-0675/F, Issue 1
4. Information on the calls activity in this group is dis­played in a window, as shown in the example in Figure 3-13 below .

Figure 3-13: The Real-Time Call Distribution Graph Window

5. After the window has been created with the information you requested, you can change the group presented in the report by selecting the Chang e opt ion from th e Con­tents menu.
6. For information on a specific section of a pie chart, dou­ble-click on the desired section.
7. To add/remove/change graphic entities in the graph, use the graphic toolbar.
8. Save the report using the Save As option from the File menu.

3.4.3 The Historical Reports Application

The Historical Reports applicatio n allows you to view histor­ical statistical inform ation for analytical purposes. The ap­plication contains several factory report structures that can be filled out and generated. I n addition , it al so enables you to define your own report structures.
Historical Reports Operations
This section describes how to create the following two types of historical reports in the Historical Reports applica-
3-14
Section 3: GETTING STARTED
tion, and how to cust omize them ac cording t o y our re quir e­ments.
The Agent Performance Report
on one of the factory templates provided with
. This report is based
ACD IQ
. Using this report, you c an analy ze the performance of a specific agent over a specified period.
The Group by Date Report.
You can produce this report by basing it on an existing template and adding columns as required. Using this report you can analyze the performance of an entire group over a specified period.
To create the Agent Performance Report:
1. Double click on the Historical Reports icon in the Program Group (see Figure 3-3: The ACD IQ L ogin
IQ
ACD
Window) to access the application and enter your login name and password in the Login window that opens. The Historical Reports main screen opens.
2. From the File menu, select the Open option. A list of
factory tem p la t e s is displayed.
3. From the list, select the first Agent Perfor mance Repor t
(RA1.1) and click OK. The Agent Performance Report Window is opened on the screen.
4. As you can see, the only parameter that is defined is
the Requested by: parameter. You can now define the remaining parameters for the report.
NOTE
You must complete all the report param­eters before generating the report.
3-15
76-110-0675/F, Issue 1
5. Select the Parameters option from the Report menu, or
click the right mouse button to the right of a parameter, and select the Parameters option. Fill i n the parameters as shown in Figure 3-14.

Figure 3-14: Parameters Dialog Box

6. To select/define a value for a parameter, click on the
parameter field and enter the value, as required.
7. When you have finished, click OK. The report template
should now look as shown in Figure 3-15 below.

Figure 3-15: The Agent Performance Report Template

3-16
Section 3: GETTING STARTED
8. Save the report under the name Agent-11 using the
Save as option in the File menu. You are now ready to generate the report and see the result on the screen.
To generate the Agent Performance Report:
1. Click the Generate button
or select the Generate option
from the Report menu.
2. After a few seconds, the generated report is presented
in a new window on the screen, as displayed in Figure 3-16 below . (For a better view, maximize the window.)

Figure 3-16: The Generated Agent Performance Report

Note that the report displays the performance of agent Agent s2 between the hours specified ( 05:00 pm - 07:00 pm). The report contain s one line for each int erval period (every 15 minutes).
3. Go to the end of the report using the scroll bars. At the
end of the report, you will see the sum total of the data presented in the report.
4. Y ou can now pr int t he rep ort usi ng t he Print option fr om
the File menu (or the Print icon).
3-17
76-110-0675/F, Issue 1
5. Y ou ma y want to experiment by returning to the report
template and scheduling the report for print ing at a later time, using the Schedule option. For more informati on, refer to the
ACD IQ
context sensitive on-line help.
To create the Group by Date Report:
1. From the File menu, select the New option. A list of
templates is displaye d.
2. From the list, select the Group by Date template (1.2)
and click OK. The Group by Date Window is displayed.

Figure 3-17: Group By Date Window

As you can see, this template currently contains only
Date
one column -
. In order to produce our report we will customize this template by adding columns to provide us with more information on the group performance.
3. Click the right mouse button to the right of the current column in the report, and select the Insert Column option.
4. From the Add New Column dialog box, select the fol­lowing columns to add. After selecting each column, click the Add Column button to add it to the report:
3-18
Section 3: GETTING STARTED
Column Name Description
Total Calls Total number of calls. T otal Calls Abndn. T otal number of abandoned ACD
calls. ACD Calls answered Number of ACD calls answered. Agent RPH Average number of calls per
hour answered by the group. Cmltv. Wait Time on Que
(hh:mm:ss)
Accumulated waiting time in
queue.
5. Next, fill in the report parameters with relevant dates and times. Note that in order to produce a meaningful report, the system must have been running for the specified period of time. An example of dates and times is displayed below:
Date From: Date To: Time From: 08:00 am Time To: 08:00 pm Group Name: Service Group No: 30 Requested By: EA
Now - 4 (i.e., Current date - 4 days) Now (i.e., Current Date)
6. For this data, your report should now look as follows:

Figure 3-18: The Group by Date Report Template

3-19
76-110-0675/F, Issue 1
7. Y ou ma y save the template, if you want, under a new name, using the Save As option.
8. Finally, generate the report and view the results.
NOTE
Generated reports are shown on a new static window which reflects the results of the required report. Any change to the layout of the template or the parameters of the report requires regeneration of the report and are reflected on a new static windows.

Figure 3-19: The Group by Date Generated Report

3.4.4 The Wall Board Administration

The Wall Board Administration enables the supervisor to control the messages displayed on wall board. The applica­tion enables you to edit your own messages. Any message may include free text, statistical parameter, updated on line, or any combination of them. It enables you to define the scenario, which is the sequence of the messages.
3-20
Section 3: GETTING STARTED
Wall Board Administration Operations
This section describes how to define your physical Wall Board, how to create your message library and how to buil d your messages scenario for your Wall Board.
To define a new physical Wall Board
1. Double click on the Wall Board Administration icon in the
ACD IQ
Program Group (see Figure 3-3: The ACD IQ Login Window) to access the application and enter your login name and password in the Login window t hat opens.
2. Click on the Wall Board speed button.
3. Click the New button. Give your Wall Board a name and address. Select the Wall Board type and choose the communication parameters.
4. Remember to click the Save button to save the new Wall Board.
To create a new message in the Message Library:
1. Click on the Message Editor speed button. The Messages Editor screen of the Wall Board Admin­istration opens, as displayed below.

Figure 3-20: The Wall Board Messages Editor Screen

2. Click the New button. Give the new message a name.
3-21
76-110-0675/F, Issue 1
Define the default group and use the editor to edit your message.
3. Click the Param button to insert a parameter for the message. The following dialog box opens.

Figure 3-21: Parameters Dialog Box

4. Select the required parameter, define its length (optional). Click the OK button to accept the new parameter. Click the Cancel button to cancel the opera­tion.
5. In the Message Editor screen, remember to click the Update button to save the new message.
To build a scenario for the physical Wall Board:
1. Click on the Wall Board speed button. Pick the mes­sage you want to add to the scenario from the message library and click the Add button.
3-22
Section 3: GETTING STARTED
The following dialog box opens.

Figure 3-22: Add Welcome Message to Scenario Dialog Box

2. Define the time, in seconds, this message should stay on the Wall Board. Click OK to actually add the mes­sage to the scenario, or Cancel to cancel this operation.
3. Y ou ma y use the upper/ lower arrow buttons to re arrange the messages order in the scenario.
4. Click the Run button at the left side of the screen to accept your new scenario.

3.4.5 Summary

This section showed you how easy it is to perform basic op­erations in each of the see,
ACD IQ
is easy to learn and simple to master. We
ACD IQ
hope that you find the syste m to be a useful tool i n helpi ng you monitor call distribution in your Call Center.
applications. As you can
3-23
76-110-0675/F, Issue 1
THIS PAGE INTENTIONALLY LEFT BLANK
A
3-24
Section 4
TROUBLESHOOTING
This chapter contains a list of problems that might occur during the course of the installation process . For each prob­lem, an explanation and a solution to the problem are pre­sented.
In the list that follows, the following key is used:
= Problem
P
= Explanation
E
= Solution
S
P:
The ACD IQ Server does not come up (i.e., the logo is not shown).
After installation, the
E:
be rebooted for all changes to take effect. The security plug should be connected to the parallel port (LPT1) After a power fail, there is an inconsistency on the data­base updates.
Shutdown and reboot the server.
S:
Check that the security plug is connected to the parallel port.
ACD IQ
server machine needs to
Change the name of the file \ACDIQ\DB\ECC.LOG and restart the ACDIQ Server. If the problem persists call technical support.
P:
The client applications refuse to run in a network environment.
There are several possible explanations:
E:
(1) The (2) There is a problem with the network.
ACD IQ
server is not running.
4-1
76-110-0675/F, Issue 1
(3) (4) The server has been restarted.
S: (1) Check that the server is up and running.
(2) Check that the client station can connect with the
(3) Check that the addresses and the workstations
(4) Exit and restart Windows after the server has
P:
After installation, the client applications refuse to
The IP addresses or workstations names are not set correctly.
server; or other workstations on the network use the PING facility to test basic IP functionality (by number and name).
names set for the client and server are correct (the addresses which work correctly for PING).
come up.
give the user access (i.e., logins fail).
E: If you have an empty database, there are no authorized
users.
S: Run the
'EA' with password 'E1996'. Create new supervisors who can then login and run the applications for which they have access rights. See Section 3.3.
P:
There seems to be no communication with the PBX.
E: The communications parameters are not defined prop-
erly. Physical connections problems. The phone station wired to the ACD IQ server is not con­nected or not properly defined on the PBX.
S: Make sure that:
The correct COM port is set for the PBX. And that this is NOT the same COM port defined for the Wall Board. The cables to the phone station are connected and work. The phone station is defined on the PBX and connected to the COM1 port.
ACD IQ
administration application, login as user
4-2
Appendix A
j
PC for pro
ect ACD I.Q.
Specification Requirements
1. Processor: 586 (PENTIUM), 200MHz minimum
2. RAM : 64 Mb Min
3. AC input:
* 220 / 110 Vac, 50/60 Hz .
4. IDE Hard Disk:
* Capacity - 2 Gb minimum * Faster than 10 msec * MTBF - more than 45000 hours.
5. CACHE Memory : 256 kb minimum.
6. Floppy Disk Driver : 3.5 ”, 1.44 Mb.
7. CD-ROM drive
8. Slots:
*
PSI - 3 slots minimum
* ISA - full 4 slots.
9. Power Supply : 200 W minimum.
10. Screen card: MACH 64 with 2Mb memory or equiva-
lent.
11. Screen: SVGA 15 “ (17” Recommended)
12. Ports :
* Serial - 3 * Parallel - 1.
A-1
76-110-0675/F, Issue 1
13. Keyboard : WIN 95 compatible English
14. Mouse : Bus Mouse.
15. Modem card: 33.6 kb/s, Hayes compatible. Communi-
cation port: COM3 with interrupt #5.
16. Real Time Clock with battery back-up.
17. Networking card: 3COM59X-TPO,( 3COM900 in the
future).
18. Operating systems : WINDOW NT 4.0 workstation
with documentation and certificates installed in the PC.
NOTE
For more than 10 net connections, WIN-
!
DOWS NT Server is required
19. The PC shall be approved : CE FCC UL.
20. NT supported:
a.ANTIVIRUS software installed on the PC b.PC ANYWHERE software package for win NT/95/
3.1 by Symantec Corporation Vers.8.0 or higher.
21. Any power down (including momentary) shall cause a
reset and normal work of the PC.
A-2
76-110-0675/F Release 6 Issue 1
Loading...