Avaya ipView SoftBoard BCM User Manual
BCM Rls 6.0
ipView SoftBoard
Task Based Guide
ipView SoftBoard
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ipView SoftBoard
Downloading documents
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Copyright © 2010 ITEL, All Rights Reserved
The copyright in the material belongs to ITEL and no part of the material may
be reproduced in any form without the prior written permission of a duly
authorised representative of ITEL.
NN40011-025 Issue 1.2 BCM Rls 6.0 3
ipView SoftBoard
Table of Contents
ipView Softboard ............................................................... 5
Overview .......................................................................................... 5
PC Requirements............................................................................................... 6
Operating System Compatibility ........................................................................ 6
Required Information ....................................................................... 6
Flow Chart ....................................................................................... 7
Installing the ipView SoftBoard ........................................................ 8
Installing Multiple ipView SoftBoards on one PC ........................... 17
Configuring ipView SoftBoard in Reporting for Contact Center ...... 19
Configuring Messages, Alarms and Schedules ............................. 28
Messages ......................................................................................................... 28
Alarms .............................................................................................................. 32
Scheduled Messages ...................................................................................... 36
Display Options .............................................................................. 41
Long View ........................................................................................................ 41
Message View .................................................................................................. 42
Parameter View ............................................................................................... 42
History View ..................................................................................................... 43
Summary View ................................................................................................. 44
Shutting Down ipView ...................................................................................... 45
Tooltray Icon .................................................................................. 45
Re-play Summary ............................................................................................ 46
Configuration .................................................................................................... 46
About ipView .................................................................................................... 46
Close ipView .................................................................................................... 47
Configuring ipView ......................................................................... 47
View Tab .......................................................................................................... 48
Graphing Tab ................................................................................................... 50
Echoing Tab ..................................................................................................... 52
Avaya Documentation Links .......................................... 54
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ipView SoftBoard
ipView Softboard
Overview
Avaya‟s ipView Software WallBoard is often referred to as the ipView
SoftBoard.
The ipView SoftBoard is a Windows® software application that provides
software based IP enabled wallboards on the PC desktop of Contact Center
Agents.
Contact Center Statistics and Messages from the Avaya Reporting for Contact
Center application are displayed in Real Time on the ipView SoftBoard.
Audible Alerts can be associated with certain events, and histograms can be
displayed to graphically show the changes in a particular Contact Center
parameter over a rolling period of 15 minutes.
Configuring Reporting for Contact Center to operate with ipView is exactly the
same as configuring Reporting for Contact Center to operate with a hardware
wallboard.
The ipView SoftBoard is completely compatible with the ipView Hardware
wallboard, and a mixture of ipView hardware wallboards and ipView
SoftBoards can be configured within the Avaya Reporting for Contact Center
application.
Additionally, ipView SoftBoards can relay their input to any number of other
IP enabled wallboards, either ipView hardware wallboards or ipView
SoftBoards.
ipView SoftBoards on BCM, when working in conjunction with Reporting for
Contact Center will allow multiple installations on one PC. This allows an
Agent or Supervisor to view statistics on one or more Skillset. Earlier versions
allowed one or all of the Skillset statistics to be viewed. This version allows a
selection from the Skillsets and will display one or more ipView SoftBoards
on each PC Desktop.
Note: ipView SoftBoard can operate in UK English, North American English,
French, Canadian French, Italian, Spanish, Latin American Spanish, German,
Dutch, Brazilian Portuguese, Danish, Norwegian and Swedish.
Advances in the language configuration of Reporting for Contact Center
means that even though RCC may be running in UK English, the Wallboards
connected can be a mixture of the available languages. RCC can now use
different languages on different wallboards connected to the same RCC Web
Host PC.
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ipView SoftBoard
Operating System
Version
Windows XP Professional
SP3
Windows Vista
Business, Ultimate, 32/64 bit
Windows 7
Professional, Ultimate, 32/64
bit
Windows Server 2008
Standard Edition R2, 32/64 bit
Component
Specification
Platform
IBM™ Compatible PC
Microprocessor
Pentium 1 (or equivalent) minimum
Microprocessor speed
200 MHz minimum
RAM
16 Mb minimum
Free hard disk space
2 Mb minimum
Network Interface
Network Interface Card
Network Protocol
TCP/IP protocol
Display Type
SVGA display
Display (Graphics) Card
SVGA graphics card
PC Requirements
Operating System Compatibility
ipView has been verified for correct operation on the following Operating
Systems:
Required Information
Log on information for the PC running Reporting Contact Center.
Parameters, Alarms and Messages that are to be displayed.
The language that each software ipView SoftBoard will display it‟s
parameters in.
The name of the PC(s) on which the ipView SoftBoard will reside.
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ipView SoftBoard
Install the IPView Softboard: refer to the
Installing the ipView SoftBoard section of
this guide.
Configure the IPView Softboard in
Reporting for Contact Centre: refer to the
Configuring ipView SoftBoard in
Reporting for Contact Center section of
this guide.
Configure User Settings on the IPView
Softboard: refer to the Configuring ipView
section of this guide.
Configure Echoing for any Slave Boards:
refer to the Echoing Tab section of this
guide.
Configure the display information: refer to
the Configuring Messages, Alarms and
Schedules section of this guide.
Flow Chart
This flowchart depicts the relevant steps required to install and configure the
IPView Softboard application on a desk top PC.
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ipView SoftBoard
Note: You can also use the Web Page button in Element Manager to launch a
web broswer session. The BCM you wish to access must be selected in the
Element Navigation Panel to do this.
Installing the ipView SoftBoard
You can install the ipView SoftBoard onto any PC Desktop that is connected
via the network to the Reporting for Contact Center Web Host PC, with the
TCP/IP protocol.
To install the ipView SoftBoard onto an Agent desktop, go to the Agent PC
and perform the following steps.
1. Exit any Windows applications that are running.
2. Open Internet Explorer.In the address field type (replacing the relevant
part with your BCM IP address): http://<bcm ip address>/
3. Click on Go, or press Return on your keyboard.
4. If you are presented with the Certificate Error window, click on
Continue to this website (not recommended).
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ipView SoftBoard
5. Accept any further security messages that you may get presented with.
6. You will now see the login screen, enter your BCM User name and
Password. By default these are set to User ID: nnadmin Password:
PlsChgMe! Click on OK.
7. In the Welcome to BCM window, ensure the Main tab has been
selected, and the BCM button clicked.
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ipView SoftBoard
8. In the Applications area, select User Applications,and click on Run.
9. Again, accept any security messages that appear, and if prompted
enter any login details.
10. The Business Applications page will appear. Click on the ipView
Softboard link.
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ipView SoftBoard
11. Then select the Download Wallboard IP View Client link from the
right section of the screen.
12. Click the Run button.
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ipView SoftBoard
13. The progress bars appear as the installation routine prepares itself.
14. The files will be extracted. In the Security Warning window, click Run.
15. Now select the Language that you wish to install and click OK.
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ipView SoftBoard
16. Choose which dialect of English you wish to perform the installation in,
and click Next.
17. The ipView Splash Screen and the Welcome screens appear. Click on
Next.
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ipView SoftBoard
18. The license agreement appears. Select Yes.
19. You will now be requested for the name of the Skillset that this
wallboard will be used to display once it is running. Type the name of
the Skillset or type „System‟ for all Skillsets.
20. Click Next.
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ipView SoftBoard
21. You will now be requested for a port number. This number is 3500 by
default and remains at this setting. Subsequent installations of the
ipView SoftBoard on this PC would require a different port number. It
is recommended that with each subsequent installation on each PC the
port number should be incremented by 1. Click Next when the port
number has been entered.
22. The destination of the installation will now be displayed. The default
location can be used. Click Next.
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ipView SoftBoard
23. The default folder for the installation files will be displayed. The default
name can be used. Click Next.
24. The installation will complete in a couple of seconds and the final
screen will be displayed to inform you that the installation is complete.
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ipView SoftBoard
25. A new icon will now be present on the PC desktop. The name of the
ipView SoftBoard will relate to the name of the Skillset that this ipView
SoftBoard is to display statistics for.
Installing Multiple ipView SoftBoards on one PC
The installation of more than one ipView SoftBoard on a single PC follows the
same installation procedure as documented in the previous section. The only
difference relating to the actual software installation is setting a different port
number for the PC to receive data from the Web Host PC. Later in this
document, the Web Host PC will be configured to send data through a specific
port. We are now setting the software on the PC to expect to receive the data
on that port.
1. Follow steps 1 to 18 in the previous section to start the install of the
second ipView SoftBoard.
2. For this example we are going to set this ipView SoftBoard to display
data relating to the first Skillset in the Contact Center, Skill1.
3. When you reach step 19 enter the name of the first Skillset. Click Next.
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