Avaya Call Center Reporting User Manual

Nortel Networks Call Center Reporting Set Up and Operation Guide

www.nortelnetworks.com

Table of Contents 2

Table of contents

Introduction .............................................................................................................5

How this guide is organized....................................................................................5

Other documents ....................................................................................................6

System Overview............................................................................... 7

Introduction .............................................................................................................7

System software .....................................................................................................7

PC requirements .....................................................................................................8

Operating System Compatibility .............................................................................9

Installing Nortel Networks Call Center Reporting......................... 11

Introduction ...........................................................................................................11

Installation prerequisites .......................................................................................11

Installing Nortel Networks Call Center Reporting Master Client software ............12

TCP/IP Protocol ...............................................................................................12

Checking whether The Windows Networking Component Is Installed............13

Installing Nortel Networks Call Center Reporting Master Client

from a Business Communications Manager....................................................13

Installing Nortel Networks Call Center Reporting Master Client

for a CallPilot 2.0 Installation ...........................................................................15

Master Client PC File Sharing .........................................................................15

Installing Nortel Networks Call Center Reporting software

onto additional PCs..........................................................................................17

Installing Nortel Networks Call Center Reporting Multiple Client

from a Business Communications Manager....................................................18

Installing Nortel Networks Call Center Reporting Multiple Client

for a CallPilot 2.0 Installation ...........................................................................19

Applying Security to the Call Center Reporting Shared Folder .......................20

Troubleshooting Nortel Networks Call Center Reporting Installation ...................22

Troubleshooting Nortel Networks Call Center Reporting......................................23

Folders created on the Call Center Reporting Multiple Client PCs ......................26

Using Nortel Networks Call Center Reporting............................... 27

Starting Nortel Networks Call Center Reporting ...................................................27

Entering Nortel Networks Call Center Reporting (Log In) ...............................27

Exiting Nortel Networks Call Center Reporting Master Client (Log Out).........28

Closing the RDB Server (on the Master Client PC).........................................29

Call Center Reporting Main Window.....................................................................29

Level ................................................................................................................30

View .................................................................................................................30

System (System Manager level only) ..............................................................30

Management-Info.............................................................................................30

Window ............................................................................................................31

Help..................................................................................................................31

Configuring Nortel Networks Call Center Reporting .................... 33

Introduction ...........................................................................................................33

Configure window tabs .........................................................................................34

Company .........................................................................................................34

Table of Contents 3

Skillsets............................................................................................................34

Lines ................................................................................................................35

Agents..............................................................................................................36

Stat Time Bin ...................................................................................................37

Wallboard.........................................................................................................37

Security............................................................................................................38

Wallboards ....................................................................................... 39

Introduction ...........................................................................................................39

Wallboard installation............................................................................................39

Wallboard configuration ........................................................................................39

Wallboard Settings...........................................................................................40

Wallboard Parameters ..........................................................................................42

Wallboard Messages, Alarms and Schedules ......................................................43

Wallboard Messages .......................................................................................43

Wallboard Alarms ............................................................................................44

Wallboard Schedules.......................................................................................46

Statistical Settings........................................................................... 49

Introduction ...........................................................................................................49

Statistical Set Up...................................................................................................49

Real Time tab ..................................................................................................50

Traffic Analysis tab ..........................................................................................50

Peak tab...........................................................................................................50

Average tab .....................................................................................................50

Real Time Information ..................................................................... 51

Introduction ...........................................................................................................51

Agent State Duration Timers ................................................................................51

Real Time screens................................................................................................52

System level ....................................................................................................52

Skillset level ..................................................................................................... 55

General Notes on the Real Time Displays ...........................................................57

Management Reports ...................................................................... 59

Introduction ...........................................................................................................59

General Notes on the Report Statistics ................................................................59

Accessing Current Reports...................................................................................60

Accessing Historical Reports ................................................................................60

Report Manager window.......................................................................................62

File ...................................................................................................................62

View .................................................................................................................62

Report ..............................................................................................................62

Window ............................................................................................................63

Help..................................................................................................................63

Viewing Reports....................................................................................................63

Report Types ........................................................................................................64

Answered Call..................................................................................................64

Abandoned Call Report ...................................................................................66

Incoming Call Report .......................................................................................66

Agent Activity Report .......................................................................................68

Table of Contents 4

Average Time Report.......................................................................................69

System Capacity Report ..................................................................................70

Call Profile Report............................................................................................72

Agent Profile Report ........................................................................................73

Summary Report..............................................................................................74

Printing reports......................................................................................................75

Abandoned Caller ID Report.................................................................................76

Configuration Report.............................................................................................78

Print Schedule.......................................................................................................79

How to Select and Import Nortel Networks Call Center Reporting

Statistical Data into Microsoft Excel .............................................. 82

Introduction ...........................................................................................................82

Location of the Statistical Database Files.............................................................82

Statistical Database File Naming Conventions.....................................................82

Looking at the Statistical Data with Microsoft Excel .............................................83

Upgrading Call Center Reporting................................................... 85

Introduction ...........................................................................................................85

Upgrade Process ..................................................................................................85

1.0 Close Down Nortel Networks Call Center Reporting.................................86

2.0 Uninstall the Nortel Networks Call Center Reporting ................................86

3.0 Install the new Nortel Networks Call Center Reporting version ................86

Statistical Database Table Formats ............................................... 87

Introduction ...........................................................................................................87

Report Table .........................................................................................................87

Group Report Table ..............................................................................................88

Agent Report Table...............................................................................................88

Line Report Table .................................................................................................89

Detail Agent Report Table ....................................................................................89

Summary Report Table.........................................................................................90

Total Report Table ................................................................................................90

Unused Tables......................................................................................................91

Glossary of Terms ........................................................................... 93

Index ................................................................................................. 97

How to use this guide

Introduction

This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks Call Center Reporting.

Nortel Networks Call Center Reporting is common to both the Business Communications Manager and the CallPilot 2.0 Call Center systems. On these

Use this guide as an ongoing reference. This chapter tells you what to expect as you read this guide and how information in this guide is presented.

platforms the software is simply referred to as Nortel Networks Call Center Reporting, and this is how it is referenced within this document.

How this guide is organized

The Nortel Networks Call Center Reporting Set Up and Operation Guide is organized according to the following chapters:

How to use this guide — provides a brief overview identifying the organization of this guide.

System Overview — describes the overall functionality of Nortel Networks Call Center

Reporting, provides a package checklist and explains the software involved.

Installing Nortel Networks Call Center Reporting — describes installation prerequisites and how to install the Nortel Networks Call Center Reporting Master Client and the Nortel Networks Call Center Reporting Multiple Client software. This chapter also provides diagnostic and recovery procedures for problems that might occur while setting up and operating Nortel Networks Call Center Reporting.

Using Nortel Networks Call Center Reporting — describes starting to use Nortel Networks Call Center Reporting, including Logging In and Out, and the use of the RDB Server. This chapter also explains the menu options that appear on the PC screen.

Configuring Nortel Networks Call Center Reporting — describes how to enter company details, how to view, upload and change Line, Skillset and Agent information, and how to assign Passwords for the Skillsets. This chapter also explains how to set the statistical time bins (for use in the management reports) and how to change your password.

Wallboards — describes how to configure Nortel Networks Call Center Reporting to drive Wallboard displays. This chapter also explains the use of Wallboard messages, Wallboard alarms and Wallboard schedules.

How to use this Guide 6

Statistical Settings — explains how to tailor the analysis of the management information to suit your requirements.

Real Time Information — describes how to access and view the Real Time management information provided by Nortel Networks Call Center Reporting.

Management Reports — describes how to access and view the Current and Historical management information collected by Nortel Networks Call Center Reporting.

How to Select and Import Nortel Networks Call Center Reporting Statistical Data into Microsoft Excel — describes how to access the statistical data collected by Nortel

Networks Call Center Reporting in Microsoft Excel.

Upgrading Call Center Reporting — describes what to do if you are upgrading from a previous version of Nortel Networks Call Center Reporting.

Statistical Database Table Formats — describes the fields contained within the statistical databases maintained by Nortel Networks Call Center Reporting.

Glossary of Terms — describes words and phrases used within this document.

Index — provides an alphabetical list of information topics contained in this guide and the page

number of where the information is located.

Other documents

For more information about Business Communications Manager Call Center, refer to the following documents:

• Call Center Set Up and Operation Guide

• Multimedia Call Center Set Up and Operation Guide

• Software Keycode Installation Guide

For more information about CallPilot 2.0 Call Center, refer to the following documents:

• CallPilot2.0 Telephone Administration Guide

• Software Keycode Installation Guide

System Overview

Introduction

Nortel Networks Call Center Reporting is a Windows® application that provides Real Time statistics and comprehensive management information on the day-to-day performance of your Business Communications Manager or CallPilot 2.0 Call Center system.

Within this document the phrase ‘the Call Center platform’ is used to refer to either the Business Communications Manager or the CallPilot 2.0 hardware,

Nortel Networks Call Center Reporting helps you manage the peaks and troughs in call traffic. The following Real Time information is available:

• Call waiting times

• Queue length (that is, the length of the queue of calls waiting to be answered in your

• Agent status

Nortel Networks Call Center Reporting:

• Provides a comprehensive range of management reports that has information critical

• Has the ability to support multiple Wallboards which can be individually configured

and the phrase ‘the Call Center’ is used to refer to the Call Center application running on that platform. The platforms are only referenced specifically by name in areas of this document describing the installation of the Call Center Reporting application software, on Pages 13, 14, 17 & 18.

Skillset).

for accurate business planning

to display the information that the agents require

System software

The software that sends data to Nortel Networks Call Center Reporting is integral to the Call Center and the Call Center platform. The Nortel Networks Call Center Reporting software has two separate components: the user interface (known as the Graphical User Interface or GUI) and the RDB Server.

The user interface is used to configure Nortel Networks Call Center Reporting and to view the management information.

One PC on your network must be running the Nortel Networks Call Center Reporting Master Client software (known as the Master Client). This is the PC which communicates with the Call Center application. The Master Client PC gathers information (called event data) from the Call

System Overview 8

Center platform and stores it on the hard disk of the Master Client PC. It is this stored information which provides the data for the reports.

The RDB Server is the program used to gather and store the event data sent from the Call Center platform. The RDB Server must be running whenever statistical data needs to be collected. It is

recommended that the RDB Server is operational at all times.

There can be only one PC on your network running the Master Client software. However,

so that other users may view the Nortel Networks Call Center Reporting Real Time screens and access the reports, other PCs on your network may be loaded with the Nortel Networks Call Center Reporting Multiple Client software (known as Multiple Clients).

Multiple Client PCs communicate with the Master PC, they do not communicate with the Call Center platform directly. For Multiple Clients to operate correctly the RDB Server must be running on the Master Client PC. It is recommended that the RDB Server is operational at

all times.

Both Master Client and Multiple Client PCs may be used to change the configuration of the Call Center Reporting software, to view and print reports, and to display the Real Time screens.

Remove caps from note below.

DO NOT INSTALL BOTH SETS OF CLIENT SOFTWARE ON A SINGLE PC. ONE PC ON YOUR NETWORK SHOULD BE NOMINATED AS THE MASTER CLIENT PC. ANY OTHER PC that WILL RUN THE CLIENT SOFTWARE MUST BE RUNNING THE MULTIPLE CLIENT SOFTWARE.

NO single PC MAY BE USED TO RUN BOTH SETS OF SOFTWARE.

IF YOU HAVE MULTIPLE BUSINESS COMMUNICATIONS MANAGER OR CALLPILOT INSTALLATIONS AT YOUR PREMISES CONNECTED TO A SINGLE NETWORK, THEN YOU CAN HAVE MORE THAN ONE MASTER CLIENT, BUT EACH MASTER CLIENT MUST BE DRIVEN

BY A SINGLE BUSINESS COMMUNICATIONS MANAGER OR CALLPILOT.

PC requirements

The minimum requirements of the PC required to run Nortel Networks Call Center Reporting software (either as a Master Client or Multiple Client) depends upon whether or not the PC is dedicated to running Nortel Networks Call Center Reporting, or if it shares its resources with other applications.

See below for the minimum requirements for your circumstances.

Minimum PC specifications:

System Overview 9

IBM™ Compatible PC Microprocessor speed - 120MHz (dedicated PC), 166MHz (shared PC) RAM - 16Mb (dedicated PC), 32Mb (shared PC) Hard disk drive space for application - 10Mb Hard disk drive space for data (per year) - 15Mb Windows 95

rev B (or later version) operating system Network Interface Card TCP/IP protocol SVGA display Mouse (or other Windows

compatible Pointing Device)

Operating System Compatibility

Nortel Networks Call Center Reporting has been verified for correct operation on the following Operating Systems:

Operating System Version

Windows 95 4.00.950 B Windows 98 4.10.2222 A Windows Millennium Edition 4.9.3000 Windows NT 4.00.1381 Windows 2000 5.00.2195 Windows XP Professional Version 2002

Installing Nortel Networks Call Center Reporting

Introduction

This chapter describes installation prerequisites, how to install the Nortel Networks Call Center Reporting Master and Multiple Client software, troubleshooting tips and the folders created on the Nortel Networks Call Center Reporting Master and Multiple Client PCs.

Installation prerequisites

Before you install Nortel Networks Call Center Reporting Master Client software, you must:

1. Be familiar with the Call Center and the Windows

2. Ensure that the Call Center is installed and configured.

3. Ensure that the Call Center platform is connected to, and is operational on, the network to

which the Nortel Networks Call Center Reporting Master Client PC is connected.

4. The Master Client address has been set in the Call Center Platform, and the Call Center

Reporting Software Authorization Code has been entered. (The Master Client address is found in CallPilot Manager under Call Center, General Properties.)

The Master Client address is the address where the real time data stream for Call Center

Reporting purposes is delivered. You must enter the host name, the fully qualified domain name, or the IP address of the computer that is running the Call Center Reporting Master Client.

The Master Client Address appears only if you use Call Center Professional on a Business

Communications Manager system, or if you have purchased and enabled the Call Center Reporting Software Authorization Code. Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code.

Now you are ready to install the Nortel Networks Call Center Reporting Master Client software from the Call Center platform.

For Windows 2000 and Windows NT PCs, you must have Administrator’s rights for the installation to be successful. If you do not have Administrator’s rights for

the PC on which you wish to install Nortel Networks Call Center Reporting, the installation will be halted and you will be requested to log out and log back in with Administrator’s rights. See the diagram on Page 12.

operating system used by your PC.

Installing Nortel Networks Call Center Reporting 12

Warning Message seen when attempting to install without Administrative Privileges.

Installing Nortel Networks Call Center Reporting Master Client software

Nortel Networks Call Center Reporting Master Client software automatically creates a folder called \Program Files\Nortel Networks\Call Center Reporting on the installation drive of the Master Client PC. This folder contains the application files used by Nortel Networks Call Center Reporting Master Client. It also contains the Call Center Reporting configuration database.

Another folder is created on the installation drive of the Master Client PC, inside the folder mentioned above. This second folder is called \Program Files\Nortel Networks\Call Center Reporting\Stats, and contains the stored statistical data. This folder is not created on the Multiple Client PCs.

Do not rename, move or delete these folders (although you may need to change the Network Share Name of the \Program Files\Nortel Networks\Call Center Reporting folder: see page

17).

Note: Before Nortel Networks Call Center Reporting will operate correctly, you must:

1. enable the Call Center Reporting Software Keycode. For Software Keycode information, refer to the Software Keycode Installation Guide. Note that if the Keycode that is being entered is for Call Center Professional and the Keycode for Keycode for Call Center Basic has previously been entered, the Call Center platform must be closed down and restarted.

2. Also, the IP Address of the Call Center Platform must be entered in the Security tab of the Nortel Networks Call Center configuration. See Page 38.

3. The IP address or the Network Computer Name (PC name) of the Master Client must be

entered in CallPilot Manager.

TCP/IP Protocol

The Call Center platform and Nortel Networks Call Center Reporting use the industry standard TCP/IP protocol for communication between the Call Center and the Nortel Networks Call Center Reporting Master Client PC, and also for communication between the Master Client PC

Installing Nortel Networks Call Center Reporting 13

and the Multiple Client PC(s). This means the Windows Network component is required for all Nortel Networks Call Center Reporting Client PCs, both for the Master Client and for the Multiple Clients.

The Nortel Networks Call Center Reporting installation process does not install the Windows Network component. For instructions on installing the Windows Networking component, refer to your network or Windows documentation.

Checking whether The Windows Networking Component Is Installed

To check that the Windows Network component is set up properly on a PC in order for it to operate as a Nortel Networks Call Center Reporting Master or Multiple Client PC, the following steps must be performed:

Note: If your company has a network administrator, check with your administrator before

changing any network configuration parameters.

1. Start the Windows system on the PC that will have the Nortel Networks Call Center Reporting Client application installed.

2. On the Windows taskbar, click Start, point to Settings and then click Control Panel. The Control Panel window appears.

(If you are using the Windows 2000 operating system, double click instead on Networking and Dial-up Connections. The Networking and Dial-up Connections window appears)

3. Double click on the Network icon . The Network window appears with the Configuration tab displayed.

(If you are using Windows 2000 operating system, double click instead on the Local Area Connection icon and then click on the Properties button. )

4. Check that TCP/IP appears on the list of installed network components. If TCP/IP is not on the list, click Add to install this protocol using the Windows installation instructions, or refer to your network administrator.

Installing Nortel Networks Call Center Reporting Master Client from a Business Communications Manager

Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC. If you have Windows NT Workstation PCs which are going to be running

the Nortel Networks Call Center Reporting Client, the Nortel Networks Call Center Reporting Master PC should not be running Windows 95.

Installing Nortel Networks Call Center Reporting 14

1. Exit any Windows programs that are running.

2. Start your internet Browser (such as Internet Explorer or Netscape), and use it to connect to Port 6800 on the Business Communications Manager. Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager and the Port number, in the following format:

http://10.10.10.1:6800

. (Remember to substitute the IP Address of

your Business Communications Manager for the 10.10.10.1 shown in the example above.)

3. Nortel Networks Unified Manager page will appear in the browser.

4. Click on the Install Clients link.

5. The Install Clients page will appear in the browser.

6. Click on the Call Center Reporting Master Client link. Information on the Call Center Software application will appear in the browser window. (You may need to scroll down through the page to see the buttons which install the Call Center Reporting Master Client.)

7. Click on the Install Call Center Reporting Master Client button.

8. A dialog will appear from which you can select to either Run this program from its

current location or Save this program to disk. The default option is Save this program to disk. Click on OK.

9. Several progress bars appear as the installation routine prepares itself. Presently the Nortel Networks Call Center Reporting Master language selection dialog appears. Select the

language you wish to install, and then click OK.

10. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear.

11. The Choose Destination Location window appears.

12. Click Next to accept the default location. To change the folder location, click Browse, choose another folder location and then click Next.

As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The Setup Complete window appears.

In order for Multiple Client PCs to have access to the Master Client PC, the network must be set up correctly and the Multiple Client PCs must be able to see and access the Call Center Reporting and Stats folders on the Master Client PC. There are certain settings on the Master Client PC that need to be correctly set. See the Section titled Master Client PC File Sharing on Page 14.

Installing Nortel Networks Call Center Reporting 15

Installing Nortel Networks Call Center Reporting Master Client for a CallPilot 2.0 Installation

Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC. If you have Windows NT Workstation PCs which are going to be running

1. Exit any Windows programs that are running.

2. Insert the CallPilot 2.0 Documentation and Client Software CD into the CD drive of the PC.

3. On the taskbar, click the Start button, then click Run….

4. In the Run dialog box click on Browse… and select the CD Rom on your PC, and navigate to the Optional Software folder. Double-click on the Optional Software folder, and then double-click on the Call Center Reporting Master folder.

5. Click on the Setup.exe file, and then click Open. The Browse window closes.

6. Click on OK in the Run dialog.

7. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear.

8. The Choose Destination Location window appears.

9. Click Next to accept the default location. To change the folder location, click Browse, choose another folder location and then click Next.

As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The Setup Complete window appears.

the Nortel Networks Call Center Reporting Client, the Nortel Networks Call Center Reporting Master PC should not be running Windows 95.

Master Client PC File Sharing

Note: Windows NT Workstation and Windows 2000 users only need to follow steps 5

to 9 above, remembering to set the type of access required in step 8 by clicking on the Permission button. Set Permissions to Full.

Installing Nortel Networks Call Center Reporting 16

To set up the Master Client PC to allow file sharing:

1. Click on the Start button and then click Settings. Select Control Panel and then Network and highlight Client for Microsoft Networks.

2. Click on the button marked File and Print Sharing.

3. Click the option for File Sharing:

“I want to be able to give others access to my f

iles.”

4. Click on the OK button, the computer will prompt you to restart your PC.

5. After the restart open the drive onto which you installed the Nortel Networks Call Center Reporting software (by default this is the C: Drive), using Windows Explorer.

6. Right click on the folder marked Program Files\Nortel Networks\Call Center Reporting. One of the drop down options is Sharing.

Click on this to show the following dialog:

Installing Nortel Networks Call Center Reporting 17

Sharing the Call Center Reporting Folder

7. Click Shared As. Make sure that the name displayed is Call Center with a single space between the word Call and the word Center and that there are no extra spaces after the word Center.

Note that you are NOT changing the Folder Name, you are changing the Network Share Name. This is the name that the Multiple Client PCs will use to locate the Call Center Reporting folder on the Master PC, across the

8. Under Access Type click Full. Leave the Password box blank.

9. Repeat steps 6 to 8 for the second folder called Program Files\Nortel Networks\Call Center Reporting\Stats. This should be shared as ‘Stats’.

Installing Nortel Networks Call Center Reporting software onto additional PCs

network. This DOES NOT rename the actual, physical, folder on the Master PC

Installing Nortel Networks Call Center Reporting 18

The Nortel Networks Call Center Reporting Multiple Client software can be loaded onto additional PCs so that multiple Supervisors/Managers can access the information stored on the Master Client PC.

This is known as having Multiple Clients. (Also, see the sections above titled TCP/IP Protocol, and Master Client PC File Sharing.)

Windows NT Workstation cannot connect to a shared folder on an Windows 95 PC. If you have Windows NT Workstation PCs which are going to be running

Installing Nortel Networks Call Center Reporting Multiple Client from a Business Communications Manager

1. Exit any Windows programs that are running.

2. Start your internet Browser (such as Internet Explorer or Netscape), and use it to connect

3. Nortel Networks Unified Manager page will appear in the browser.

4. Click on the Install Clients link.

5. The Install Clients page will appear in the browser.

6. Click on the Call Center Reporting Multiple Client link. Information on the Call

7. Click on the Install Call Center Reporting Multiple Client button.

the Nortel Networks Call Center Reporting Client, the Nortel Networks Call Center Reporting Master PC should not be running Windows 95.

to Port 6800 on the Business Communications Manager. Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager and the Port number, in the following format: the IP Address of your Business Communications Manager for the 10.10.10.1 shown in the example above.)

Center Software application will appear in the browser window. (You may need to scroll down through the page to see the buttons which install the Call Center Reporting Multiple Client.)

Make sure you have clicked on the Call Center Reporting

Multiple Client button and NOT the Call Center Reporting Master Client button. There can only be one PC on your

network configured as a Master Client.

http://10.10.10.1:6800

. (Remember to substitute

8. A dialog will appear from which you can select to either Run this program from its

current location or Save this program to disk. The default option is Save this program to disk. Click on OK.

Installing Nortel Networks Call Center Reporting 19

9. Several progress bars appear as the installation routine prepares itself. Presently the

Nortel Networks Call Center Reporting Client language selection dialog appears. Select the language you wish to install, and then click OK.

10. Double-click on the Setup.exe file, select the language you wish to install, and then click

OK.

11. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center

Reporting Welcome screens appear.

12. The Choose Destination Location window appears.

13. Click Next to accept the default location. To change the folder location, click Browse,

choose another folder location and then click Next.

14. As installation proceeds, a number of status dialog boxes appear, indicating the progress

of the installation. The Setup Complete window appears.

Note: You will be asked for the Network Name of the Master Client PC during the

installation of the Multiple Client software.

YOU MUST enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly. Do

not enter the IP Address of the Master Client PC.

Enter the Network Name of the Master Client without any backslashes \\. For example, if the Network name of the Master Client was \\MasterClient, enter it as MasterClient.

Installing Nortel Networks Call Center Reporting Multiple Client for a CallPilot 2.0 Installation

1. Exit any Windows programs that are running.

2. Insert the CallPilot 2.0 Documentation and Client Software CD into the CD drive of the PC.

3. On the taskbar, click the Start button, then click Run….

Installing Nortel Networks Call Center Reporting 20

Make sure you have clicked on the Call Center Reporting Client folder and NOT the Call Center Reporting Master folder. There can only be one PC on your network

5. Click on the Setup.exe file, and then click Open. The Browse window closes.

6. Click on OK in the Run dialog.

7. The Nortel Networks Connects Splash Screen and the Nortel Networks Call Center Reporting Welcome screens appear.

8. The Choose Destination Location window appears.

9. Click Next to accept the default location. To change the folder location, click Browse, choose another folder location and then click Next.

10. As installation proceeds, a number of status dialog boxes appear, indicating the progress of the installation. The Setup Complete window appears.

Note: You will be asked for the Network Name of the Master Client PC during the

installation of the Multiple Client software.

Configured as a Master Client.

YOU MUST enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly. Do not enter the IP Address of the Master Client PC.

Applying Security to the Call Center Reporting Shared Folder

To prevent unauthorized access to the Call Center Reporting folder, you may specify which users can connect to the folder, and what control they have once they have connected. This is achieved by use of the Windows security features.

Whilst it is not a functional requirement that the Call Center Reporting folder be protected using any of the Windows security features, it is recommended that the shared folders are given some measure of protection.

This will prevent access to the Call Center Folder from unauthorized users. Also, some viruses are known to take advantage of un-protected shared folders as a means of gaining entry to networked PCs in order to infect them.

Your Network Administrator may advise you of which Windows features to use, but listed below are typical scenarios involving Windows 95/98 and Windows NT/Windows 2000.

Installing Nortel Networks Call Center Reporting 21

The scenarios below assume you have accepted the default installation names and locations for Nortel Networks Call Center Reporting. If you changed the folder names or their locations, substitute the appropriate folder names in the following examples.

Windows NT Workstation cannot connect to a shared folder on a Windows 95 PC. If you have Windows NT Workstation PCs which are going to be running

Applying Security to the Call Center Reporting Folder in Windows 95 and Windows 98

1. Using the Windows Explorer, browse to the Program Files\Nortel Networks folder.

2. Right-Click on the Call Center Reporting folder. The Call Center Reporting

3. Ensure the Full option is checked in the Access Type list.

4. In the Full Access Password field, enter a password, and then click on the Apply button.

5. Click OK to close the Call Center Reporting Properties window.

the Nortel Networks Call Center Reporting Client, the Nortel Networks Call Center Reporting Master PC should not be running Windows 95.

Properties window appears.

You will be asked to re-enter the password to verify it. Re-enter the password and click OK. The confirmation window closes.

Applying Security to the Call Center Reporting Folder in Windows NT and Windows 2000

1. Using the Windows Explorer, browse to the Program Files\Nortel Networks folder.

2. Right-Click on the Call Center Reporting folder. The Call Center Reporting Properties window appears.

3. Select the Security tab.

4. Click on the Permissions button.

5. If there is an entry for Everyone, remove it. Click the Add button. Select from the list of users and PCs those users and PCs you wish to allow to connect to the Call Center Reporting folder. (In Windows NT you must click the See Users button in order to have the users displayed in the list.) When you have selected the users or specified the PCs you wish to allow to connect to the Call Center Reporting shared folder, click on OK.

6. In the Call Center Reporting Properties window, click on the Permissions button. Allocate Full Control as the Type of access for your selected users/PCs.

Connecting to a Protected Shared Folder from a Client PC

You must now set up the PC(s) on which the Nortel Networks Call Center Reporting Client application will be running.

Installing Nortel Networks Call Center Reporting 22

1. Using Windows Explorer, browse to the Call Center Reporting folder on the Nortel Networks Call Center Reporting Master PC.

2. Try to access this folder and you will be prompted for the Full Access password for the shared folder. Supply the password. (In Windows 95 and Windows 98, ensure the Save this password in your password list check box is checked, and click OK. In Windows NT and Windows 2000, you must also supply the User Name you wish to connect as.)

3. Right-click the folder name in the Windows Explorer tree, and select the Map Network Drive option.

4. Select the drive letter you wish to map the Call Center Reporting shared folder to (it is recommended that you accepting the default value). In Windows 95 and Windows 98 ensure the Reconnect at logon checkbox is checked, and click OK.

5. Whenever a new logon session is started the user is automatically connected to the Call Center Reporting shared folder, and the Nortel Networks Call Center Reporting Client can then be started as usual.

If the Full Access password was saved in your password list by Windows, you will not need to supply a password. If it was not, you will be prompted for the

Full Access password of the Call Center Reporting folder once at the start of

each logon session.

Troubleshooting Nortel Networks Call Center Reporting Installation

Nortel Networks Call Center Reporting will detect whether the Windows OLE component is correctly installed on the target PC.

If the OLE component is not present on the target PC (or if the OLE registry key has been removed or altered) you will see the following message displayed, with an OK button:

An error occurred during the move data process: -119.

Click on the OK button. You will then see the following message displayed, with an OK button:

Installation of Call Center Reporting has been cancelled.

Click on OK to acknowledge the message.

Contact your System Administrator to allow them to rectify the situation (by restoring a backup of your PC, or re-installing the OLE/DCOM component onto your PC, for example.)

Installing Nortel Networks Call Center Reporting 23

Troubleshooting Nortel Networks Call Center Reporting

If the Master Client (including the RDB Server) is closed down and then restarted, Nortel Networks Call Center Reporting will restart with no knowledge of any Agents who are still Logged In to the Call Center, nor will it have any knowledge of any Calls which are already in progress.

The system will log Agents back in automatically if they are available to answer calls. If they are not available to answer calls they will be logged back in automatically when they become available to answer calls.

Calls that were in progress when Nortel Networks Call Center Reporting was re-started will not be recorded in the statistics. All new calls which arrive into the system once Nortel Networks Call Center Reporting has been re-started will be recorded in the statistics. The same situation will occur if the Call Center is closed down and restarted, and Agents Log In to the Call Center before the Master Client software has been restarted.

The following procedures explain how to recover from data loss between the Call Center and the Master Client PC. For each situation, perform the steps in order.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Master Client

When starting the system for the first time, or intentionally restarting the system after a controlled power down:

1. Start the Call Center platform.

2. Start the Nortel Networks Call Center Reporting Master Client.

Note: If agents are allowed to log in before step 2 is completed, their activities before the Nortel

Networks Call Center Reporting has re-started will not be recorded.

To recover from an unintentional close-down of the RDB Server:

1. Shut down Nortel Networks Call Center Reporting Master Client.

2. Ensure that the Call Center is still running.

3. Restart Nortel Networks Call Center Reporting Master Client.

4. Agents who are not currently logged into the system may now log in.

Note: If agents are allowed to log in before step 3 is completed, or if there are agents who were

logged into the Call Center before the RDB Server was closed down, their activities before the Nortel Networks Call Center Reporting has re-started will not be recorded.

Starting or Restarting the Call Center and Nortel Networks Call Center Reporting Multiple Client

If you have Logged In to Nortel Networks Call Center Reporting on a Multiple Client PC and the Call Center platform has been restarted, you will have to Log Out and Exit from the Nortel

Installing Nortel Networks Call Center Reporting 24

Networks Call Center Reporting, and re-start Nortel Networks Call Center Reporting once the Call Center platform has been re-started.

If you had selected the Access to Configuration option before the Master Client PC was re-set, you might see the following dialog box when you try to Log In again with the Access to Configuration option selected.

Nortel Networks Call Center Reporting Access to Configuration Denied dialog box

Check that no other users have Logged In with the Access to Configuration option selected.

If there are no other users Logged In with the Access to Configuration option selected the restriction placed on the Access to Configuration option will time-out after 15 minutes. Wait for 15 minutes and then re-try.

Run Time Error 3043 When using Windows 2000 or Windows NT

If you see the following error message when you try to start Nortel Networks Call Center Reporting:

Run Time Error 3043 Dialog Box

Check that the TMP environment variable is set to point to a valid temporary folder (usually called TEMP), and that the disk on which the folder resides is not full.

In Windows NT the environment variables can be accessed as follows:

1. Click Start

2. Point To Settings

3. Click Control Panel

4. Click System

5. Select the Environment Tab

Installing Nortel Networks Call Center Reporting 25

In Windows 2000 the environment variables can be accessed as follows

1. Click Start

2. Point to Settings

3. Click Control Panel

4. Click System

5. Select the Advanced Tab

6. Click the Environment Variables button

Statistical Calendar showing in a different Language than the rest of Call Center Reporting

If you see the calendar within Call Center Reporting in a different language to the rest of Call Center Reporting (for example, you might have selected German at installation time, and the calendar is showing in English), this section will help you to correct the problem.

The calendar is a Microsoft supplied component, held in a file called MSCAL.OCX. It is available in various languages. If Call Center Reporting has been installed once in a given language, subsequent installs of other languages might not overwrite this file with the version required for your language.

To install a different language on top of a previous language version of Call Center Reporting, it might be necessary to delete or rename (to something like OLDMSCAL.OCX) the previous MSCAL.OCX file from the Windows\System32 (or WINNT\System32) folder, before performing the installation.

Also note that Microsoft Office loads a version of the MSCAL.OCX file into \Program Files\Microsoft Office\Office. If you have Office in one language and Call Center Reporting in another, Windows will use the Office version of the MSCAL.OCX in flavour of the Call Center Reporting supplied one.

Windows Socket Upgrade for Windows 95 PCs

If you are using a PC running Windows 95 (version B or later) and you have difficulties connecting to the Call Center Platform or see sporadic or slow updates to the Nortel Networks Call Center Reporting Real Time screens, you may require an upgrade for the Windows Sockets components for your PC.

Download the W95ws2Setup.exe file from the following Microsoft World Wide Web site:

http://www.microsoft.com/windows95/downloads/contents/wuadmintools/s_wunetworkingtools/ w95sockets2/default.asp.

Graphical Real Time colors not displaying in their default colors

The Real Time screens use the following colors to represent the various Line and Agent states:

Agent or Line State Color

Incoming Green Outgoing Yellow

Installing Nortel Networks Call Center Reporting 26

Not Ready Grey Available Blue Alarm Red Waiting Light Blue

On a very few PCs the default colors do not appear as listed above. To obtain the default colors as listed above, switch to a higher or lower color mode setting. (Right click on the PC desktop, and select Properties from the pop-up menu. Select the Settings tab, and adjust your color settings to suit.)

Folders created on the Call Center Reporting Multiple Client PCs

Unless you choose to select a different installation destination during the installation of the Nortel Networks Call Center Reporting Master and Multiple Client software, a folder will be automatically created on the installation drive of the PC called \Program Files\Nortel Networks\Call Center Reporting. This folder will contain the application files used by Nortel Networks Call Center Reporting.

If you do choose an alternative destination during the installation process, your folder will have the name you selected.

Do not rename, move or delete this folder.

Note: There is no folder called \Program Files\Nortel Networks\Call Center Reporting\Stats

on the PCs used to run Nortel Networks Call Center Reporting Multiple Clients.

These PCs refer to the data in the \Program Files\Nortel Networks\Call Center Reporting\Stats folder on the Master Client PC in order to display statistical information.

Using Nortel Networks Call Center Reporting

Starting Nortel Networks Call Center Reporting

1. To start the Nortel Networks Call Center Reporting Master Client, double-click on

the Call Center Reporting icon on the desktop of the Master Client PC.

Note: At the same time, the RDB Server will automatically open and start to collect

data from the Call Center. When the RDB Server is operational an icon in the form of a bar graph will be shown on the Windows taskbar on the Master Client PC Desktop.

The IP Address of the Call Center Platform MUST have been

entered in the Security tab of the Configuration window before the RDB Server will allow connections from the Call Center Platform. See the section titled ‘Authorized IP Address’ on Page 38.

RDB Server taskbar icon

Note: The first time Nortel Networks Call Center Reporting is started on the Master

Client it will create the Configuration Database, which is required for the RDBServer to operate correctly. Because of this, ensure that the first time you start Nortel Networks Call Center Reporting on the Master Client you start it by double-clicking on the Call Center Reporting icon on the desktop of the Master Client PC. You can also start Nortel Networks Call Center Reporting by clicking on Start Programs, Nortel Networks, Nortel Networks Call Center Reporting.

2. To start a Nortel Networks Call Center Reporting Multiple Client, double-click on the

Call Center Reporting Client icon on the desktop of the Multiple Client PC.

Remember, for the Multiple Client(s) to operate correctly, the RDB Server on the Master Client must already be running.

Entering Nortel Networks Call Center Reporting (Log In)

Before you can access the configuration or management information you have to Log In to the system. For security, this process requires a User ID and a Password.

1. From the menu bar select L

evel and then click Log-In…, or

Using Nortel Networks Call Center Reporting 28

2. Click the Log In icon on the toolbar.

3. You must now enter a User ID number and Password. The ID number entered

indicates which Skillsets you wish to view or administer.

To be able to access all of the Skillsets you must enter the System Manager User ID and Password. The User ID for the System Manager is 900. To restrict your activities to only one Skillset enter a Skillset level (also called Supervisor level) User ID and Password. The Supervisor User Ids are 901 for Skillset One, 902 for Skillset Two and so on, up to 950 for Skillset Fifty.

Note: The User IDs are pre-set at 900, 901, 902 … 950. and cannot be altered. The

Passwords also default to 900, 901, 902 … 950, but the Passwords may be changed in the configuration.

With the default User IDs and Passwords, you would enter User ID 900, Password

900 to gain access to the system as the System Manager; you would enter User ID 901, Password 901 to gain access as the Supervisor of Skillset One and you would enter User ID 914, Password 914 to gain access as the Supervisor of Skillset Fourteen.

4. If you wish to make changes to the Configuration, click the Access to Configuration

box. This will enable you to change the Configuration settings for the Call Center Reporting software. If you are Logging In as the System Manager (900) you will be able to change all of the Configuration settings. If you are Logging In at Skillset Level (901 … 950), you will only be able to change some settings directly related to that particular Skillset.

Nortel Networks Call Center Reporting Log-In dialog box

5. Click OK.

Note: With the Access to Configuration option enabled Nortel Networks Call

Center Reporting monitors the PC for user activity on the keyboard or the mouse. As a security precaution, after a period of 15 minutes with no activity the user is automatically logged out.

Exiting Nortel Networks Call Center Reporting Master Client (Log Out)

To Log Out and leave the user interface screen open:

Using Nortel Networks Call Center Reporting 29

1. Select L

evel and then click Log-Out.

To Log Out and close the user interface:

1. Select L

evel and click Log-Out & Exit….

2. You will be prompted for the System Manager User ID and Password. If you do not

enter these correctly the Master Client software will not close down.

Note: The RDB Server will remain operational even though the user interface is

now closed.

Closing the RDB Server (on the Master Client PC)

1. Double click the RDB Server icon on the Windows taskbar. This will open the

Report Database Server window.

2. Click Exit.

3. You will be prompted for the System Manager User ID and Password. If you do not

enter these correctly the RDB Server will not close down.

Note: It is recommended that the RDB Server is always operational so that

statistical data from the Call Center is continuously collected.

Call Center Reporting Main Window

The Main window opens after Log In. The features of Nortel Networks Call Center Reporting are accessed from this window.

The menu options which are available depend on the whether you Logged In to the System Manager level (900) or to a Skillset level (901 … 950). Also, whether the System Manager selected the Access to Configuration option will affect the options which are available.

The level you have Logged In to is displayed in the title bar of the Main window. This reads System Manager if you have signed in as the System Manager. If you have Logged In at Skillset level, the name of the Skillset is shown. (If the Skillset has not been given a name in the Configuration settings, then the word Skill and the Skillset number will be shown, for example, Skill08).

If you have Logged In as System Manager, and then used the Sign-T through to a Skillset, for example Skillset 1, and Skillset 1 has been named Support, the title bar would read: Nortel Networks Call Center Reporting – Manager – Support.

hrough… option to sign

Using Nortel Networks Call Center Reporting 30

By looking at the title bar of the Main Window you will always be able to tell to which level you have Logged In to or signed through to.

The following menu options are available to select:

evel

Log-In… - allows you to access configuration and management information. Sign Through - (System Manager level only) allows you to obtain a skillset level view without

having to Log Out from System Manager level and then Log In again using the Skillset level ID and Password. The Sign Through dialog appears which displays all of the 50 Skillsets. You can sign through to a Skillset by double clicking directly on the name of the Skillset, or by highlighting the Skillset you wish to sign through to, and then clicking the OK button.

rint - allows you to print management reports.

Log-O

ut - allows you to exit without closing the user interface.

Log Out & Exit… - allows you to exit and close the user interface.

View

oolbar - displays the Toolbar when selected. The toolbar consists of various shortcut icons.

When the mouse pointer is positioned over an icon, a description of the icon function is displayed.

tatus Bar - displays the Status Bar when selected. The status bar appears at the base of the

main window and offers a description of either a shortcut icon under the mouse pointer, or an option selected from the main menu.

ystem (System Manager level only)

onfigure - opens the main configuration window (if the Access to Configuration option was

checked during the Log In process). Nortel Networks Call Center Reporting Status - opens a window that shows the Nortel Networks Call Center Reporting status and any diagnostic messages from the RDB Server. The Data Log is always running. The Data Log can be closed and a new Data Log started from this window, when advised to do so by your distributor. You can only do this if you have signed in with access to the Configuration.

anagement-Info

Statistical Set up – allows you to specify settings which affect the display or reporting of information Real Time – displays the Real Time screens to allow you to monitor the activity within, and performance of, your Call Center

Current Reports – display or print reports relating to the current hour or the current day Historical Reports… - display or print reports relating to information gathered and stored

before the current day Abandoned Caller ID Report… - display or print the Abandoned Caller ID report (Skillset level only (901 … 950) Print Schedule… - set up automatic print schedules to have selected reports printed automatically at designated times.

+ 69 hidden pages