Avaya ipView WallBoard BCM User Manual

BCM Rls 6.0

ipView WallBoard

Task Based Guide

ipView WallBoard

Notices

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

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Warranty

Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the

limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for

this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support

Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE,

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USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ("AVAYA").

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http://support.avaya.com/Copyright.

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are the property of their respective owners.

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ipView WallBoard

Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see

the Avaya Web site: http://www.avaya.com/support

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

ipView Wallboard .............................................................. 5

Overview .......................................................................................... 5

Required Information ....................................................................... 5

Flowchart ......................................................................................... 6

Loading the Configuration Tool ........................................................ 7

Setting the IP Address ................................................................... 10

Dipswitch Settings............................................................................................ 10

Configuring Wallboards in Reporting for Contact Center ............... 15

Configuring Messages, Alarms and Schedules ............................. 21

Messages ......................................................................................................... 21

Alarms .............................................................................................................. 24

Scheduled Messages ...................................................................................... 29

Avaya Documentation Links .......................................... 31

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ipView Wallboard

Overview

With the addition of Reporting for Contact Center the Contact Center system is further enhanced by the facility to tailor Wallboards to the customer’s requirements.

Multiple Wallboards can be assigned to display information relating to any of the Skillsets or totals for the whole Contact Center system.

Reporting for Contact Center will support a maximum of 100 Wallboards. Different parameters can be displayed on each Wallboard. Wallboards can

also be configured to display text messages and alarm conditions. The WallBoard can display:

 Up to 6 separate parameters (e.g. number of callers in the queue).  Alarms (e.g. a caller has been in the queue for over 10 minutes).  Scheduled Messages. (e.g. Remember to log off at 17:30).

Alarms may be configured to have an accompanying warning buzzer. The WallBoard is a fully integrated part of Reporting for Contact Center.

Required Information

 Log on information for the PC running Reporting for Contact Center.  IP address to be assigned to the Wallboard.  Parameters, Alarms and Messages that are to be displayed.  The ipView Configuration Tool.

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 (RCC) 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 WallBoard

Obtain an IP address for the WallBoard and load the configuration tool: Refer to the Loading the Configuration Tool section of this guide.

Set the WallBoard switches to enable configuration: Refer to the Dipswitch Settings section of this guide.

Connect the WallBoard to the network and power it up

Configure the WallBoard IP address using the configuration program: Refer to the Setting the IP Address section of this guide.

Set the WallBoard switches back to normal operation: Refer to the Dipswitch Settings section of this guide.

Configure WallBoard properties: Refer to the Configuring Wallboards in Reporting for Contact Centre Configuration section of this guide.

Configure Messages, Alarms and Scheduled Messages: Refer to the

Configuring Alarms, Messages and Schedules section of this guide

Flowchart

This flowchart depicts the relevant steps required to install and configure an IPView Wallboard.

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Loading the Configuration Tool

The IpView Wallboard will be supplied with a CD that contains the IPView Configuration Tool for programming the wallboards IP address.

To Load the Configuration Tool on to a PC:

1. Insert the disk into the CD drive of the PC and open the drive to view the files on the disk.

2. Double Click the SETUP icon.

3. The Install Shield Wizard screen will appear.

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4. The Welcome to the ipView Config Installation screen will appear. Click Next.

5. The Destination Directory screen will appear. Click Next.

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6. The Program folders screen will appear. Click Next.

7. The Current Settings screen will appear. Click Next.

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8. When the Configuration Tool has loaded click the Finish button.

Setting the IP Address

1. Before turning on the wallboard, set the dipswitches for the wallboard as outlined in the chart on the back of the wallboard. This chart has been replicated below :

Dipswitch Settings

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