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Reporting for Call Center
User Manual
234 pgs33.25 Mb0
User Manual
255 pgs8.02 Mb0

Avaya Reporting for Call Center User Manual

Reporting for Call Center Set Up and Operations Guide
www.nortelnetworks.com
© 2004 Nortel Networks P1012912 Issue 01 (10)
Table of Contents
Change History ........................................................................................................... 1
How to Use This Guide...............................................................................................2
Introduction................................................................................................................. 4
Minimum PC Specifications........................................................................................................6
Installation................................................................................................................... 8
TCP/IP Protocol.........................................................................................................................9
Checking whether the Windows Networking Component Is Installed ..........................................9
Installing Nortel Networks Reporting for Call Center .................................................................10
Administration........................................................................................................... 19
Call Center Connection............................................................................................................22
System Administration .............................................................................................................24
System Admin Settings......................................................................................................24
User Admin........................................................................................................................26
Skillset Assignment............................................................................................................30
Reporting.................................................................................................................................33
Maintenance............................................................................................................................33
System Status ...................................................................................................................34
Logging .............................................................................................................................34
Company Details .....................................................................................................................36
Reporting.................................................................................................................................37
ii
Table of Contents
Using Reporting for Call Center .............................................................................. 39
Answer Time Bins ................................................................................................................... 42
Abandon Time Bins................................................................................................................. 42
Daily Schedules ...................................................................................................................... 47
Skillset List Selection Methods ................................................................................................ 52
Adding Selections to the Favourites List .................................................................................. 53
Weekly Schedules................................................................................................................... 57
Monthly Schedules.................................................................................................................. 66
Using the Real Time Options................................................................................................... 75
Real Time Summary.......................................................................................................... 75
Real Time Summary - Agent Summary.............................................................................. 77
Real Time Summary – Call Summary................................................................................ 78
Hiding the Real Time Panels ............................................................................................. 80
Real Time Detail ............................................................................................................... 80
Call Detail ......................................................................................................................... 81
Agent Detail ...................................................................................................................... 83
Introduction............................................................................................................................. 89
Message Formats ................................................................................................................... 90
Parameter Messages ........................................................................................................ 90
Scrolling Messages ........................................................................................................... 90
Summary Messages ......................................................................................................... 92
Using the Wallboard Options ................................................................................................... 92
Wallboard Assignment Page ............................................................................................. 93
Add Wallboard Page ......................................................................................................... 95
Wallboard Parameters....................................................................................................... 97
Wallboard Messages Page.............................................................................................. 100
Alarms ............................................................................................................................ 103
Schedules....................................................................................................................... 109
Instant Messages............................................................................................................ 114
Reports ....................................................................................................................117
General................................................................................................................................. 117
Report Periods ................................................................................................................ 117
Skillset Selection............................................................................................................. 117
Voice and Multimedia Calls ............................................................................................. 117
Direct and Indirect Calls .................................................................................................. 117
Calls and Call Transactions............................................................................................. 118
Call Transactions and the Direct and Indirect Calls.......................................................... 118
In-Progress Calls............................................................................................................. 119
Report Headers............................................................................................................... 119
Report Viewer Toolbar .......................................................................................................... 119
Printing a Report ............................................................................................................. 120
Exporting A Report.......................................................................................................... 120
Report Magnification ....................................................................................................... 122
Report Navigation ........................................................................................................... 122
Searching for Text Within A Report.................................................................................. 122
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Table of Contents
Get latest Call Center Data Button .........................................................................................124
Answered Calls Report ..........................................................................................................124
Abandoned Call Report.......................................................................................................... 126
Abandoned Calling Line ID Report ......................................................................................... 129
Agent Capacity Report...........................................................................................................131
Help Request Report ............................................................................................................. 133
Call Average Report...............................................................................................................136
Agent Average Report ........................................................................................................... 138
Agent Profile Report...............................................................................................................141
Agent Activity Report .............................................................................................................145
Agent Audit Report.................................................................................................................148
Activity Code Report by Skillset..............................................................................................153
Activity Code Report by Agent................................................................................................ 157
Activity Code Report by # of Pegs.......................................................................................... 161
Summary Report....................................................................................................................165
Summary Report Table.................................................................................................... 167
Summary Report Graphs .................................................................................................168
Call Profile Report.................................................................................................................. 170
Call Profile Report Table ..................................................................................................171
Call Profile Report Graph .................................................................................................173
Incoming Call Report ............................................................................................................. 174
Incoming Call Report Table..............................................................................................176
Incoming Call Report Graph.............................................................................................178
Unanswered Help Request Report.........................................................................................180
iii
Reports Explained .................................................................................................. 183
Upgrading to Reporting for Call Center ................................................................ 212
Introduction............................................................................................................................212
What Do I have to Install?......................................................................................................212
Can the old Master PC be used as the Web Host PC? ........................................................... 212
Why is there No ‘Multiple Client’ software to install? ...............................................................212
Do I have to remove the old Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software?. 212
Can the new software co-reside with the old software? .......................................................... 212
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
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Table of Contents
Troubleshooting Reporting for Call Center .......................................................... 214
Web Host PC Requires a Host File entry ............................................................................... 214
Turning off script blocking in Norton Anti-Virus 2001.............................................................. 215
Turning off script blocking in Norton Anti-Virus 2002 or 2003 ................................................. 216
Glossary .................................................................................................................. 217
References............................................................................................................... 221
Index ........................................................................................................................ 222
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Table of Figures
Table of Figures
Figure 1: InstallShield Initialization Dialog...........................................................................................................................11
Figure 2: Language Selection Dialog .....................................................................................................................................11
Figure 3: InstallShield Windows Installer Configuration Dialog...........................................................................................12
Figure 4: InstallShield Wizard Start Dialog ...........................................................................................................................12
Figure 5: License Agreement Dialog .....................................................................................................................................13
Figure 6: Customer Information Dialog .................................................................................................................................14
Figure 7: Choose Destination Location..................................................................................................................................15
Figure 8: Setup Status Dialog.................................................................................................................................................16
Figure 9: Database Installation Dialog...................................................................................................................................16
Figure 10: Java Installation Dialog.........................................................................................................................................17
Figure 11: Installation Complete Dialog ................................................................................................................................17
Figure 12 Log In page ............................................................................................................................................................20
Figure 13 Change Password Page ..........................................................................................................................................21
Figure 14 Administration Menu Page ....................................................................................................................................22
Figure 15 Call Center Connection Page.................................................................................................................................23
Figure 16 System Administration Menu Page........................................................................................................................24
Figure 17 System Administrator details page.........................................................................................................................25
Figure 18 User Admin Page...................................................................................................................................................26
Figure 19 Add User Page .......................................................................................................................................................27
Figure 20 Details for new User Mary Smith ..........................................................................................................................28
Figure 21 Edit User Page........................................................................................................................................................29
Figure 22 Skillset Assignment Page.......................................................................................................................................30
Figure 23 Assigned Skillsets Page .........................................................................................................................................31
Figure 24 Skillsets Assigned to User Mary Smith..................................................................................................................32
Figure 25 Maintenance Menu Page........................................................................................................................................33
Figure 26 System Status Page................................................................................................................................................34
Figure 27 Logging Menu Page...............................................................................................................................................35
Figure 28 Logging Menu Page, with the Logging Stopped....................................................................................................36
Figure 29 Company Details Page...........................................................................................................................................37
Figure 30 Main Menu Page....................................................................................................................................................38
Figure 31 Log In Page............................................................................................................................................................39
Figure 32 Change Password Page ..........................................................................................................................................40
Figure 33 User Main Menu Page............................................................................................................................................41
Figure 34 Time Bins Setup (Configuration) Menu Page........................................................................................................43
Figure 35 Time Bin Setup Skillset Selection page .................................................................................................................44
Figure 36 Time Bins Page......................................................................................................................................................45
Figure 37 Print Schedules Page..............................................................................................................................................47
Figure 38 Your Daily Schedules Page....................................................................................................................................48
Figure 39 Add Daily Schedule Page ......................................................................................................................................49
Figure 40 Add Daily Schedule Page - Example Settings .......................................................................................................51
Figure 41 Daily Schedule Skillsets Page................................................................................................................................52
Figure 42 Save Favourites Page .............................................................................................................................................54
Figure 43 Your Daily Schedules with a Schedule in the List................................................................................................55
Figure 44 Edit Daily Schedules Page.....................................................................................................................................56
Figure 45 Your Weekly Schedules Page................................................................................................................................58
Figure 46 Add Weekly Schedule Page...................................................................................................................................59
Figure 47 Calendar for September 2003.................................................................................................................................60
Figure 48 Add Weekly Schedule Page - Example Schedule..................................................................................................61
Figure 49 Weekly Schedules - Skillsets .................................................................................................................................62
Figure 50 Your Weekly Schedule Page with a Schedule in the List ......................................................................................64
Figure 51 Edit Weekly Schedule Page...................................................................................................................................65
Figure 52 Your Monthly Schedules Page...............................................................................................................................66
Figure 53 Add Monthly Schedule Page..................................................................................................................................67
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Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Table of Figures
Figure 54 Add Monthly Schedule Page with Example Schedule.......................................................................................... 69
Figure 55 Monthly Schedule - Skillsets Page........................................................................................................................ 70
Figure 56 Your Monthly Schedules Page with a Schedule in the List................................................................................... 72
Figure 57 Edit Monthly Schedule Page................................................................................................................................. 73
Figure 58 Real Time Menu Page ........................................................................................................................................... 75
Figure 59 Real Time Summary Skillset Selection Page ........................................................................................................ 76
Figure 60 Real Time Summary Real Time Screens............................................................................................................... 77
Figure 61 Real Time Detail Skillset Selection Page.............................................................................................................. 81
Figure 62 Real Time Call Detail Page................................................................................................................................... 82
Figure 63 Agent Detail Real Time Page................................................................................................................................ 84
Figure 64 Agent Alarm Menu Page....................................................................................................................................... 87
Figure 65 Agent Alarms Setup Page...................................................................................................................................... 88
Figure 66 Agent Alarms Values Page.................................................................................................................................... 89
Figure 67 Wallboard Menu Page........................................................................................................................................... 93
Figure 68 Wallboard Assignment Page ................................................................................................................................. 94
Figure 69 Add Wallboard Page ............................................................................................................................................. 95
Figure 70 Wallboard Setup Page with Wallboard Listed ...................................................................................................... 97
Figure 71 Edit wallboard Page .............................................................................................................................................. 98
Figure 72 Edit Parameters Page............................................................................................................................................. 99
Figure 73 Assigned Messages Page..................................................................................................................................... 100
Figure 74 Add Message Page .............................................................................................................................................. 101
Figure 75 Add Message Page - Example Text..................................................................................................................... 102
Figure 76 Assigned Messages List - Example Messages .................................................................................................... 103
Figure 77 Assigned Alarms Page ........................................................................................................................................ 104
Figure 78 Add Alarm Page.................................................................................................................................................. 105
Figure 79 Example Settings for a Multi Alarm Period Alarm............................................................................................. 108
Figure 80 Assigned Schedules Page.................................................................................................................................... 110
Figure 81 Add Schedule Page.............................................................................................................................................. 111
Figure 82 Assigned Schedules Page with Schedule Added................................................................................................. 112
Figure 83 Edit Schedule Page.............................................................................................................................................. 113
Figure 84 Instant Messages Page......................................................................................................................................... 114
Figure 85 Composing an Instant Message........................................................................................................................... 115
Figure 86 Example Report Header ...................................................................................................................................... 119
Figure 87 Report Viewer Toolbar........................................................................................................................................ 120
Figure 88 Report Printer Selection Window........................................................................................................................ 120
Figure 89 Export Report Window ....................................................................................................................................... 121
Figure 90 Report Menu Page............................................................................................................................................... 123
Figure 91 Answered Calls Report Skillsets Page ................................................................................................................ 125
Figure 92 Answered Calls Report........................................................................................................................................ 126
Figure 93 Abandoned Call Report Skillset Page ................................................................................................................. 127
Figure 94 Abandoned Call Report....................................................................................................................................... 128
Figure 95 Abandoned Calling Line ID Skillset page........................................................................................................... 129
Figure 96 Abandoned Calling Line ID Report .................................................................................................................... 130
Figure 97 Agent Capacity Report Skillsets page................................................................................................................. 131
Figure 98 Agent Capacity Report........................................................................................................................................ 133
Figure 99 Help Request Report page................................................................................................................................... 134
Figure 100 Help Request Report ......................................................................................................................................... 135
Figure 101 Call Average Report Skillset page .................................................................................................................... 136
Figure 102 Call Average Report.......................................................................................................................................... 137
Figure 103 Agent Average Report Skillset Selection Page ................................................................................................. 139
Figure 104 Agent Average Report....................................................................................................................................... 141
Figure 105 Agent Profile Report Skillset page.................................................................................................................... 142
Figure 106 Agent Profile Report ......................................................................................................................................... 144
Figure 107 Agent Activity Report Skillsets page ................................................................................................................ 146
Figure 108 Agent Activity Report ....................................................................................................................................... 147
Figure 109 Agent Audit Report Skillset Selection page...................................................................................................... 149
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Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
Table of Figures
Figure 110 Agent Selection Page .........................................................................................................................................150
Figure 111 Agent Selection page with No Agents Available...............................................................................................151
Figure 112 Agent Audit Report............................................................................................................................................152
Figure 113 Activity Code Report By Skillset Skillset page .................................................................................................153
Figure 114 Select Activity Code page..................................................................................................................................154
Figure 115 Select Activity Codes page – No Activity Codes...............................................................................................155
Figure 116 Activity Code Report by Skillset .......................................................................................................................156
Figure 117 Activity Code Report By Agent Skillset page....................................................................................................157
Figure 118 Select Activity Code page..................................................................................................................................158
Figure 119 Select Activity Codes page – No Activity Codes...............................................................................................159
Figure 120 Agent Activity Code Report by Agent...............................................................................................................160
Figure 121 Activity Code Report By # of Pegs Skillset page ..............................................................................................161
Figure 122 Select Activity Code page..................................................................................................................................162
Figure 123 Select Activity Codes page – No Activity Codes...............................................................................................163
Figure 124 Agent Activity Code Report by Number of Pegs...............................................................................................164
Figure 125 Summary Report Skillset page...........................................................................................................................165
Figure 126 Summary Report................................................................................................................................................166
Figure 127 Summary Report Graphs....................................................................................................................................169
Figure 128 Call Profile report Skillset Selection page .........................................................................................................170
Figure 129 Call Profile Report .............................................................................................................................................172
Figure 130 Call Profile Report Graph ..................................................................................................................................174
Figure 131 Incoming Call Report Skillset Selection page....................................................................................................175
Figure 132 Incoming Call Report.........................................................................................................................................176
Figure 133 Incoming Call Report Graph..............................................................................................................................179
Figure 134 Unanswered Help Request ReportPeriod Selection page...................................................................................181
Figure 135 Unanswered Help Request Report .....................................................................................................................182
Figure 136 Answered Calls Report ......................................................................................................................................183
Figure 137 Abandoned Call Report......................................................................................................................................185
Figure 138 Abandoned Calling Line ID Report ...................................................................................................................187
Figure 139 Agent Capacity Report.......................................................................................................................................189
Figure 140 Help Request Report ..........................................................................................................................................191
Figure 141 Call Average Report...........................................................................................................................................193
Figure 142 Agent Average Report .......................................................................................................................................194
Figure 143 Agent Profile Report ..........................................................................................................................................196
Figure 144 Agent Activity Report........................................................................................................................................198
Figure 145 Agent Audit Report............................................................................................................................................199
Figure 146 Activity Code Report .........................................................................................................................................200
Figure 147 Agent Activity Code Report by Agent...............................................................................................................202
Figure 148 Agent Activity Code Report by Number of Pegs...............................................................................................204
Figure 149 Summary Report................................................................................................................................................206
Figure 150 Summary Report Graphs Page...........................................................................................................................207
Figure 151 Call Profile Report .............................................................................................................................................208
Figure 152 Call Profile Report Graph Page..........................................................................................................................209
Figure 153 Incoming Call Report.........................................................................................................................................210
Figure 154 Help Request Unanswered Report .....................................................................................................................211
Figure 155 Example Host File..............................................................................................................................................214
Figure 156 Norton Anti-Virus Options Screen.....................................................................................................................215
Figure 157 Norton Anti-Virus Options Dialog.....................................................................................................................216
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Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Change History
Issue 01 (11) – March 2004
1. First Public Release.
Change History 1
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
2
How to Use This Guide
How to Use This Guide
1
Introduction
This document is designed to allow an Administrator or User to set up and operate Nortel Networks Reporting for Call Center.
Use this document as an ongoing reference. This chapter tells you what to expect as you read this document and how information in this document is presented.
How This Guide is Organized
The Reporting for Call Center Set Up and Operations Guide is organized according to the following chapters:
How to use this Document Provides a brief overview identifying the organization of
this test plan.
Introduction Provides an overview of the conceptual organization of the
Nortel Networks Reporting for Call Center product.
Installation Describes the minimum specification for the PC required
to host Nortel Networks Reporting for Call Center. Describes how to install Nortel Networks Reporting for Call Center.
Administration Describes the Administration duties and configuration that
must be conducted to ensure that Nortel Networks Reporting for Call Center operates correctly.
Using Reporting for Call Center Describes the usage and configuration of Nortel Networks
Reporting for Call Center from a User’s perspective.
Reports Describes the reports that are available within Nortel
Networks Reporting for Call Center.
Upgrading to Reporting for Describes how you can upgrade from a previous Call Center installation of Call Center Reporting 2.5, 3.0 or 3.5 to
Nortel Networks Reporting for Call Center.
Glossary Describes the terms used within this User Guide.
References Lists any other documents referenced from within the
body of this document.
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
How to Use this Guide3
Index A cross-reference of topics in this User Guide.
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
4
Introduction
Introduction
2
Introduction
Nortel Networks Reporting for Call Center is a browser-based Real Time information and Historical Reporting tool for Nortel Networks Call Center.
Nortel Networks Reporting for Call Center provides:
• Real Time windows showing current Call Center activity, for Calls and for Agents
• Real Time information via hardware and software IP-enabled wallboards
• A comprehensive Historical Reporting package
Web Based User Interface
All of the Administrative and User interactions with Nortel Networks Reporting for Call Center are conducted through a series of Web Pages accessed via Internet Explorer browser sessions.
These Web Pages are hosted on a nominated PC which is referred to as the Web Host PC, onto which the Nortel Networks Reporting for Call Center software is installed. The Web Host PC communicates directly with the Call Center to retrieve Real Time updates (for the Real Time screens and wallboards) and Historical information (for the reports).
Other PCs that have network access to the Web Host PC can access these Web Pages. This allows multiple Users to use Nortel Networks Reporting for Call Center, without having any software other than Internet Explorer installed on their PCs .
Language Support
Each Administrator or User of Nortel Networks Reporting for Call Center can have their Web user Interface pages presented to them in one of the following 13 languages: North American English, United Kingdom English, Canadian French, Latin American Spanish, Brazilian Portuguese, Spanish, Dutch, French, German, Italian, Norwegian, Danish, Swedish.
Individual wallboards can also be driven in any of these languages.
Administrators and Users
There are two types of user of Nortel Networks Reporting for Call Center. These are called Administrators and Users.
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Introduction 5
As well as having access to all of the usual features of Nortel Networks Reporting for Call Center, Administrators can specify and change fundamental configuration settings within Nortel Networks Reporting for Call Center.
For security purposes and to maintain system stability, ordinary Users cannot change these fundamental configuration settings, only Users with Administrator’s capabilities . User interactions with Nortel Networks Reporting for Call Center are limited to using the features that it provides.
Whilst Users cannot modify the core set-up of Nortel Networks Reporting for Call Center, they can however specify and change some personal preferences and they can configure aspects of Nortel Networks Reporting for Call Center which only affect themselves.
Administrators and Users are presented with different menus when they login.
Assigned Skillsets
Administrators create the Users by providing details such as User Name and language to Nortel Networks Reporting for Call Center. The Administrator must then assign Skillsets to the Users.
This process defines which Skillsets each User can view in the Real Time screens and request Historical Reports on. Skillsets may be assigned to more than one User.
Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets which have been assigned to them, or any combination of the allocated Skillsets, or all of the assigned Skillsets.
Selections of Skillsets which are frequently used can be saved as Favourites.
The Favourites are given names to identify them. This makes it easy and quick to select a certain selection or category of Skillsets through a single click of the mouse. Favourites are unique to each User. This allows the User to create, modify or delete Favourites to suit themselves. This will not affect the Favourites of any other User.
SQL Historical Database
Historical Report information is stored in a standard MySQL database allowing the User to analyze the data using third-party reporting packages, should they have reporting requirements which are not catered for by the reports contained within Nortel Networks Reporting for Call Center.
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
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Introduction
System Software
The software that sends data to Nortel Networks Reporting for Call Center is integral to Nortel Networks Call Center
Nortel Networks Reporting for Call Center software on the Web Host PC communicates directly to the Call Center to request Call Center Historical Report statistical data and Real Time data.
Other Users (on different PCs) simply point their Internet Explorer browsers to the Nortel Networks Reporting for Call Center Web Pages on the Web Host PC to access the Real Time and Historical Report data. No other PC apart from the Web Host PC needs to communication with the Call Center.
One PC on your network should be nominated as the Web Host PC. Only install the Nortel Networks Reporting for Call Center application software onto
!
this single PC.
All other PCs on your network from which Users wish to access the Real Time screens, Historical Reports or the Nortel Networks Reporting for Call Center user interface must be equipped with Internet Explorer. No other software is required on these PCs.
PC Requirements
The minimum requirements of the PC required to operate as the Nortel Networks Reporting for Call Center Web Host PC are listed below.
Minimum PC Specifications
IBM™ Compatible PC
Microprocessor Intel®PentiumTM III (or equivalent) minimum, Intel®PentiumTM IV (or equivalent) recommended.
Microprocessor Speed 400 MHz minimum, 1.0 GHz recommended
Memory 64 MB minimum, 128 MB recommended
Network Interface Card TCP/IP protocol SVGA display Mouse (or other Windows Microsoft Internet Explorer version 5 or higher
®
compatible Pointing Device)
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Introduction 7
Operating System Microsoft Windows NT 4 Service Pack 6a Microsoft Windows 2000 Service SP2 Microsoft Windows XP Professional
Web Server Nortel Networks Reporting for Call Center has been verified with Microsoft Internet Information Services 4 and 5
Hard Disk Space Required For installation of application on Web Server: 80 MB Storage space required for Historical Data: (approx) 256 bytes per call.
Note that the database will grow through time, and that if the diagnostic logging option is turned on the log files will require extra disk space as well.
Operating System Compatibility
Nortel Networks Reporting for Call Center has been verified for correct operation on the following Operating Systems:
Operating System Version
Windows NT 4.00.1381 Windows 2000 5.00.2195 Windows XP Professional Version 2002
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
8
Installation
Installation
3
Introduction
This chapter describes the installation prerequisites and how to install the Nortel Networks Reporting for Call Center software on the Windows Personal Computer you wish to use as the Web Host PC. The Web Host PC is the one which will communicate with Nortel Networks Call Center. The Web Host PC also stores the Call Center statistical database and the Nortel Networks Reporting for Call Center user interface, which is configured as a web site.
Other network users can use Internet Explorer to browse to the Nortel Networks Reporting for Call Center web site on the Web Host PC to access the software features and obtain Real Time displays and Reports.
Installation prerequisites
Before you install Nortel Networks Reporting for Call Center software, you must:
1. Be familiar with the Call Center and the Windows
Host PC
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 Reporting for Call Center Web Host PC is connected.
4. Ensure that Microsoft Internet Information Services is installed and operational on the Web
Host PC, and that the Default Web Site is enabled.
It is recommended that you ensure that you have made your Web Host PC Internet Information Services installation as secure as possible. Generally this
!
involves loading security patches and/or service packs for Internet Information Services and for the operating system of the Web Host PC. These are made available free of charge by Microsoft. Contact your network Administrator for further advice.
TM
operating system used by your Web
Now you are ready to install the Nortel Networks Reporting for Call Center software from the Call Center platform.
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
!
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Nortel Networks Reporting for Call Center, the installation will be halted and you will be requested to log out and log back in with Administrator’s rights.
Introduction 9
Installing Nortel Networks Reporting for Call Center software
By default, Nortel Networks Reporting for Call Center software creates a folder called \Program Files\Nortel Networks\Nortel Networks Reporting for Call Center on the installation drive of
the Web Host PC. This folder contains the application files used by Nortel Networks Reporting for Call Center. It also contains the Nortel Networks Reporting for Call Center configuration and statistical database.
Note: Before Nortel Networks Reporting for Call Center will operate correctly, you must enable the Call Center Reporting Software Keycode. For Software Keycode information, refer to the Software Keycode Installation Guide.
TCP/IP Protocol
The Call Center platform and Nortel Networks Reporting for Call Center use the industry standard TCP/IP protocol for communication between the Call Center and the Nortel Networks Reporting for Call Center Web Host PC. This means the Windows Network component is required for the Nortel Networks Reporting for Call Center Web Host PC.
The Nortel Networks Reporting for Call Center 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 Web Host 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 Reporting for Call
Center 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)
(If you are using the Windows XP operating system, point to Start, Connect to and then click on instead on Show All Connections. The Networking Connections window appears)
3. Double click on the Network icon . The Network window appears with the
Configuration tab displayed.
(If you are using the Windows 2000 or Windows XP operating system, right click on the
Local Area
Connection icon and then click on Properties.)
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
10
Installation
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 Reporting for Call Center
Exit any Windows programs that are running.
Start your internet Browser (such as Internet Explorer or Netscape), and use it to connect to the Business Communications Manager. Do this by entering into the browser Address Bar the IP Address of the Business Communications Manager in the following format: https://10.10.10.1/
.
(Remember to substitute the IP Address of your Business Communications Manager for the
10.10.10.1 shown in the example above.)
Nortel Networks Unified Manager page will appear in the browser.
Click on the Install Clients link.
The Install Clients page will appear in the browser.
Click on the Nortel Networks Reporting for Call Center link. Information on the Nortel Networks Reporting for Call Center application will appear in the browser window. (You may need to scroll down through the page to see the button which install the application.)
Click on the Nortel Networks Reporting for Call Center button.
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.
The following dialog box will appear. Please wait.
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Introduction 11
Figure 1: InstallShield Initialization Dialog
The Extracting Files dialog shown in Figure 1 prepares the installation files required to install the Nortel Networks Reporting for Call Center files on the Web Host PC.
Figure 2: Language Selection Dialog
The dialog shown in Figure 2 This dialog allows you to select the default language for your installation of Nortel Networks Reporting for Call Center.
Note that the Users of Nortel Networks Reporting for Call Center are each allocated a language, so that you can have different languages in use by various Users at the same time.
This dialog allows you to define the default language for the Log In Page, and for the default Administrator. When you have selected your language, click on the OK button. If you wish to stop the installation, click on the Cancel button.
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
12
Installation
You will then be presented with the InstallShield Windows Installer Configuration Dialog shown in Figure 3.
prepares the Wizard which is required to install the Nortel Networks Reporting for Call Center files on the Web Host PC.
Figure 3: InstallShield Windows Installer Configuration Dialog
If you click on the OK button you will be presented with the dialog shown in Figure 4.
Figure 4: InstallShield Wizard Start Dialog
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Introduction 13
The dialog shown in Figure 3 is the Welcome dialog. If you wish to cancel the installation procedure, click on the Cancel button. To proceed, click on the Next button.
Figure 5: License Agreement Dialog
The dialog shown in Figure 4 is the License Agreement dialog. Please read the Software License Agreement before proceeding. To proceed with the installation you must click the Yes button. To cancel the installation click on the No button. To return to the Welcome dialog, click on the Back button
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
.
14
Installation
Figure 6: Customer Information Dialog
If you clicked the Yes button in the License Agreement dialog shown in Figure 4, you will be presented with the dialog shown in Figure 4. This is the Customer Information dialog. Enter your user name in the User Name field. Enter the Company Name in the Company Name field. When you have entered these fields, the Next button will become available. Until you have entered these fields the Next button is greyed out.
To proceed with the installation click the Next button. To cancel the installation click on the Cancel button. To return to the License Agreement dialog, click on the Back button.
Reporting for Call Center Set Up and Operations Guide Issue 01 (11)
Introduction 15
Figure 7: Choose Destination Location
If you clicked the Next button in the Customer Information dialog shown in Figure 5, you will be presented with the dialog shown in Figure 6. This is the Choose Destination Location dialog. If you do not wish to install Nortel Networks Reporting for Call Center on the default drive (C:) click the Browse button and choose a new destination.
To proceed with the installation click the Next button. To cancel the installation click on the Cancel button. To return to the Customer Information dialog, click on the Back button.
Issue 01 (11) Reporting for Call Center Set Up and Operations Guide
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Installation
Figure 8: Setup Status Dialog
If you clicked the Next button in the Choose Destination Location dialog shown in Figure 6, you will be presented with the dialog shown in Figure 7. This is the Setup Status dialog. This shows the progress of the installation. If you wish to cancel the installation click the Cancel button. If you wish to proceed with the installation please wait for the installation to complete.
Presently you will see the message shown in Figure 8 displayed.
Figure 9: Database Installation Dialog
This informs you that the installation has proceeded to the stage where the MySQL database is being installed. (The MySQL database is not installed into the same folders as Nortel Networks Reporting for Call Center, it is installed into \mysql on the target hard drive.) Please wait.
Presently you will see the message shown in Figure 9 displayed.
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Introduction 17
Figure 10: Java Installation Dialog
This informs you that the installation has proceeded to the stage where the Java Runtime is being installed. (The Java Runtime is not installed into the same folders as Nortel Networks Reporting for Call Center, it is installed into \program Files\Java on the target hard drive.) Please wait.
Presently you will be presented with the Installation Complete dialog, shown below in Figure 10.
Figure 11: Installation Complete Dialog
Before Nortel Networks Reporting for Call Center can operate correctly, your Web Host PC must be rebooted.
To have the installation reboot your PC straightaway, click the Yes, I want to restart my computer now radio button, and then click the Finish button.
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Installation
To complete the installation without rebooting your PC at this time, click the No, I will restart my computer later radio button, then click the Finish button.
When your PC has been rebooted, you will be able to start using the Nortel Networks Reporting for Call Center application.
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Administration 19
Administration
4
Logging In
Using Internet Explorer, browse to the URL of your Nortel Networks Reporting for Call Center Web pages Log In page.
The URL will be http://NameOfWebHostPC/RCC/index.asp
Where NameOfWebHostPC should be replaced with the network name or IP Address of the Web Host PC.
Note: If you are actually using the browser on the Web Host PC NameOfWebHostPC can be substituted with ‘localhost’.
Note: Once you have successfully browsed to the Log In page, you might like to add this location to your Internet Favourites. This can be accomplished in Internet Explorer by pressing Ctrl-D when you are on the Log In page, or by clicking on Favourites, Add to favourites…
When you have logged in you will be presented with the page below.
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Figure 12 Log In page
Note: A System Administrator is already set up for you, with a default password. You will be required to change this password the first time you login.
Enter the username admin and the password 0000 and click on the Login button. You will be presented with the Change Password page, shown below.
Changing Default Password
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