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Reporting for Contact Center BCM Rls 6.0
User Manual
134 pgs3.6 Mb0

Avaya Reporting for Contact Center BCM Rls 6.0 User Manual

BCM Rls 6.0
Reporting for Contact Center
Task Based Guide
Reporting for Contact Center
Copyright © 2010 Avaya Inc. All Rights Reserved.
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Reporting for Contact Center
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NN40011-024 Issue 1.2 BCM Rls 6.0 3
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Table of Contents
Reporting for Contact Center ........................................... 6
Overview .......................................................................................... 6
Required Information ....................................................................... 7
Flow Chart ....................................................................................... 8
Recommended Minimum PC Specification for Reporting for
Contact Center Web Host ................................ ................................ 9
Historical Report Database ................................................................................ 9
Operating System Compatibility ........................................................................ 9
Installation Pre-requisites ............................................................... 10
Checking the .Net Framework Version ............................................................ 11
Installing Internet Information Services............................................................ 12
Settings Required for Windows Vista, Windows 7 or Windows Server 2008
with IIS 7.0 ....................................................................................................... 17
Firewall Considerations - Port Numbers used by Reporting for Contact
Center .............................................................................................................. 21
Installing Reporting for Contact Center .......................................... 21
Starting Reporting for Contact Center ............................................................. 37
Exiting Reporting for Contact Center (Log Out) ............................................... 43
Reporting for Contact Center System Administration .................... 44
Changing the System Administrator‟s password ............................................. 44
Creating Users in RCC .................................................................................... 45
Assigning Skillsets to Users ............................................................................. 49
Maintenance .................................................................................. 51
System Status .................................................................................................. 51
Logging ............................................................................................................ 53
Purge Database ............................................................................................... 54
Company Details ........................................................................... 56
Reporting ....................................................................................... 58
Accessing Reporting as a System Administrator ............................................. 58
Accessing Reporting as a Standard User ........................................................ 59
Real Time Reporting ........................................................................................ 60
Wallboard Setup .............................................................................................. 70
Reports .......................................................................................... 74
Accessing Reports ........................................................................................... 74
Creating Favourites.......................................................................................... 78
Using Reports .................................................................................................. 82
Report Options ................................................................................................. 83
Report Descriptions ......................................................................................... 89
Reporting for Contact Center
Print Schedules ............................................................................ 115
Additional Information .................................................. 125
Configuring the Windows XP Firewall .......................................... 125
Troubleshooting ............................................................ 130
Checking Internet Information Services Settings ......................... 130
Real Time Screens Not Displaying Correctly ............................... 132
Avaya Documentation Links ........................................ 134
NN40011-024 Issue 1.2 BCM Rls 6.0 5
Reporting for Contact Center
Reporting for Contact Center
Overview
Reporting for Contact Center (RCC) is an application that allows a Contact Center Supervisor to view and record real time and historical data relating to Contact Center operation and Agent behaviour. RCC is optional component of Intelligent Contact Center.
Reporting for Contact Center has the flexibility to provide reporting information from individual skillsets and agents, right through to any combination of Agents and Skillsets.
Information can be displayed in either Real Time or Historical report formats. Real Time information can also be displayed on multiple colour Wallboards
and ipView SoftBoards. Reporting for Contact Center requires one PC to be used as a Web Host PC.
Any machine on the same network as the Web Host PC can access RCC by using Internet Explorer. Providing that a user has the correct logon credentials, any function can be performed from any PC.
NOTE: One PC on your network should be nominated as the Web Host PC. Only install the Reporting for Contact 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 Reporting for Contact Center user interface must be equipped with Internet Explorer.
Reporting for Contact Center provides support for thirteen different languages. This allows RCC users to use RCC in their preferred language. It also means that from an English RCC user, information displayed on each of the wallboards can all be in a mixture of the languages. The thirteen languages are UK English, North American English, French, Canadian French, Latin American Spanish, Spanish, Brazilian Portuguese, Dutch, German, Italian, Norwegian, Danish and Swedish.
There are two types of users that can be configured in RCC: Users and Administrators. Users can be allowed to configure Wallboards and SoftBoards and view real time and historical data but only Administrators have full control over Users, Skillset assignments and fundamental settings for RCC.
Reporting for Contact Center
Required Information
The following details are required before commencing installation and configuration of RCC:
The IP address of the BCM The IP address of the Web Host PC IP addresses for any wallboards to be configured
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Reporting for Contact Center
Ensure you have noted the relevant network information: refer to the Required Information section of this guide.
Ensure the Web Host PC meets the minimum specification: refer to the Recommended Minimum PC Specification for Reporting for Contact Center Web Host PC section of this guide.
Review and check the installation pre-requisites: refer to the Installation Pre-requisites section of this guide.
Install RCC: refer to the Installing Reporting for Contact Center section of this guide.
Configure RCC to connect to the BCM: refer to the Starting Reporting for Contact Center section of this guide.
Add Administrators/Users to RCC: refer to the Creating Users in RCC section of this guide.
Assign Skillsets to the Administrators/Users: refer to the Assigning Skillsets to Users section of this guide.
You are now ready to use RCC and view Real Time information and Historical Reports.
Flow Chart
Follow the below process to install and configure Reporting for Contact Center.
Reporting for Contact Center
Operating System
Version
Windows 7
Professional, Ultimate, Enterprise 32/64 bit
Windows Vista
Business, Ultimate, and Enterprise SP2 (32­bit and 64-bit)
Windows XP Professional
SP3
Windows Server 2008
Standard and Enterprise SP2
Windows Server 2008 R2
Enterprise 64 bit
Windows 2003 Server
Standard Edition, SP1
Note: 32-bit version operating systems only are supported unless stated otherwise.
Recommended Minimum PC Specification for Reporting for Contact Center Web Host
 IBM™ Compatible PC  Microprocessor - Intel® PentiumTM IV (or equivalent) minimum Microprocessor Speed – 1.7 GHz minimum Memory - 512 MB minimum (more memory should result in enhanced
performance, for example when generating reports)
Network Interface Card TCP/IP protocol SVGA display Mouse (or other Windows®-compatible pointing device) Web Server – Internet Information Services 5.0 or later Microsoft Internet Explorer version 6.0 Service Pack (SP1), or later Hard Disk
o RCC application installation: 1.4GB o Recommended storage space for Historical data: 4GB
Historical Report Database
RCC stores Historical Report information in a standard Microsoft SQL Server 2005 Express database. If required, the SQL Server Express database can be analysed through 3rd party reporting packages. However, software development will have to be performed by the customer to achieve this.
Note: The database will grow through time and, if the diagnostic logging option is turned on, the log files will require extra disk space.
Operating System Compatibility
Reporting for Contact Center is verified for correct operation on the following operating systems:
NN40011-024 Issue 1.2 BCM Rls 6.0 9
Reporting for Contact Center
Note: Reporting for Contact Center installation is supported on a single PC installation per BCM, and is not intended to run on Cluster Servers like those supported by Windows 2003 Enterprise.
Note: Please ensure that any Windows XP installations are fully updated to Service Pack 3. Older versions may become unstable during the RCC installation process.
Installation Pre-requisites
Before you install Reporting for Contact Center software, you must:
Ensure that Intelligent Contact Center is keycoded and configured. Ensure that the Reporting for Contact Center keycode has been
applied to the BCM.
Ensure that the Contact Center platform is connected to, and is
operational on, the network to which the Reporting for Contact Center Web Host PC is connected.
Ensure that the full suite of Microsoft Internet Information Services is
installed and operational on the Web Host PC, and that the Default Web Site is enabled.
As the Reporting for Contact Center installation includes Microsoft .Net
Framework 2.0 ensure that Microsoft .Net Framework 1.2 is uninstalled from the Web Host PC before installing Reporting for Contact Centre. This is because Microsoft .Net Framework 1.2 is not compatible with Microsoft SQL Server 2005 Express which is installed during the Reporting for Contact Center installation.
The following versions of .Net Framework are compatible with RCC:
1.0, 1.1, 2.0, 3.0, 3.5.
Reporting for Contact Center
Checking the .Net Framework Version
Use the following procedure to check and/or uninstall the incompatible versions of .NET Framework installed on the Web Host PC:
1. From the Start menu, select Settings followed by Control Panel.
2. Double-click on Add or Remove Programs.
NN40011-024 Issue 1.2 BCM Rls 6.0 11
Reporting for Contact Center
3. View the list of programs installed on the PC. If Microsoft .NET Framework 1.2 is listed, click on the Change/Remove button.
4. Follow the InstallShield Wizard instructions to uninstall the program.
5. If the .Net version is compatible with RCC, do not click the
Change/Remove button, and simply shut down the Add or Remove Programs window.
Installing Internet Information Services
IIS is required to be installed on the PC that is to be the Web Host PC. The following steps are instructions of how to successfully install this Microsoft Windows component.
Note: This example uses Windows XP Professional. Other Operating Systems will differ in process for installing IIS. Please consult the Reporting for Contact Center Setup and Operations Guide for further information on installing IIS on other supported Operating Systems.
Reporting for Contact Center
1. On the Web Host PC access the Control Panel by opening Start – Settings – Control Panel and the Add/Remove Programs icon.
2. In the window that appears click on Add/Remove Windows Components.
NN40011-024 Issue 1.2 BCM Rls 6.0 13
Reporting for Contact Center
3. Ensure that Internet Information Services is ticked and then click
Next.
4. You may be requested to locate the Windows CD to install IIS.
5. Obtain the CD if required and click OK. The installation will continue.
Reporting for Contact Center
6. Click Finish.
7. Internet Information Services has now been installed.
8. To test that the Internet Information Service is properly installed, open
Internet Explorer and point to http://localhost/
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9. If the installation is successful, a window similar to the one below will
appear. This window also contains useful information regarding your Internet Information Services. You can see the current version number and additional information about where to find extended help for Internet Information Services. If you see a Page Cannot be Displayed screen, re-install the Internet Information Services and reboot the Web Host PC.
Note: It is recommended that you ensure your Web Host PC Internet Information Services installation is as secure as possible. Generally, a secure installation involves loading security patches and/or service packs for Internet Information Services and for the operating system of the Web Host PC. These patches and service packs are available free of charge by Microsoft. Contact your network administrator for further advice.
Reporting for Contact Center
Settings Required for Windows Vista, Windows 7 or Windows Server 2008 with IIS 7.0
In order to install Reporting for Contact Center on a Windows Vista, Windows 7, or Server 2008 operating system, some Windows Internet Information Services (IIS) features have to be turned on.
Perform the following steps to enable Windows features on these Operating Systems (O/S) using IIS 7.0 that are required for a Reporting for Contact Center installation:
1. Click on the Start menu and select Program Files, Control Panel (or Start, Control Panel dependant on the Start menu view).
2. Open Programs and Features.
3. From the left panel click on the Turn Windows features on or off option.
NN40011-024 Issue 1.2 BCM Rls 6.0 17
Reporting for Contact Center
4. On a Windows Vista or Windows 7 O/S the Windows Features window
will open.
a. Navigate to Internet Information Services, Web Management
Tools, IIS 6 Management Compatibility, and select the following:
i. IIS 6 Management Console
ii. IIS 6 Scripting Tools
iii. IIS 6 WMI Compatibility
iv. IIS 6 Metabase and IIS 6 Configuration Compatibility
b. Now navigate to Internet Information Services, World Wide
Services, Application Development Features, and select the following:
i. ASP
ii. ASP.Net
iii. ISAPI Extensions
iv. ISAPI Filters
c. Next navigate to Internet Information Services, World Wide
Services, Common HTTP Features, and select the following:
i. Default Document
ii. Directory Browsing
iii. HTTP Errors
iv. HTTP Redirection
v. Static Content
d. Next navigate to Internet Information Services, World Wide
Services, Security, and select the following:
i. Request Filtering
ii. Windows Authentication
Reporting for Contact Center
e. Click OK in the Windows Features box.
5. On a Windows Server 2008 O/S, the Server Manager window will open.
a. From the left hand pane, select Roles
b. In the Role Services area, click on Add Role Services. This
will open the Add Role Services box to add the required Windows Features or tools.
NN40011-024 Issue 1.2 BCM Rls 6.0 19
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c. Navigate to Management Tools, IIS 6 Management
Compatibility, and select the following check boxes:
i. IIS 6 Management Console
ii. IIS 6 Scripting Tools
iii. IIS 6 WMI Compatibility
iv. IIS 6 Metabase and IIS 6 Configuration Compatibility
d. Next, navigate to Web Server, Application Development, and
select the following check boxes:
i. ASP
ii. ASP.Net
iii. ISAPI Extensions
iv. ISAPI Filters
e. Next navigate to Web Server, Common HTTP Features, and
select the following check boxes:
i. Default Document
ii. Directory Browsing
iii. HTTP Errors
iv. HTTP Redirection
v. Static Content
f. Next navigate to Web Server, Security, and select the following
check boxes:
i. Request Filtering
ii. Windows Authentication
g. Click Next in the Select Role Services area of the Add Role
Services dialog box. The Confirm Installation Selections page will be displayed. Click Install.
Reporting for Contact Center
6. The Widows Features and tools will be installed and IIS 7.0 will now allow RCC to be installed on the Windows Vista, Windows 7 or Server 2008 Operating System.
Firewall Considerations - Port Numbers used by Reporting for Contact Center
The list below gives all the port numbers used by Reporting for Contact Center on the Web Host PC:
Port 80 – this is the standard port used by the Web Server (the Web
Host PC) for Internet Information Services.
Port 8088 – used for the Reporting Server in the Business
Communications Manager.
Ports 3500-35xx – used by ipView SoftBoard to listen for incoming data
and to echo to other wallboards. ipView SoftBoard can use a number of ports upwards of 3500 dependant on configuration (refer to the ipView SoftBoard guide for more information)
Port 6010 – used for the Reporting for Contact Center Real Time
(RCCRT) Server.
Port 6011 – used for the Reporting for Contact Center Reporting
(RCCRPT) Server.
If these ports are blocked by firewalls, information may not be transferred between the BCM, Web Host PC, Wallboards/SoftBoards, and/or PCs on the network browsing to the Web Host PC.
Installing Reporting for Contact Center
Note: One PC on the network should be nominated as the Web Host PC.
Only install the Reporting for Contact Center application software onto this single PC. It is recommended that Web Host PC should be left running once Reporting for Contact Center has been configured.
1. Open Internet Explorer.In the address field type (replacing the relevant part with your BCM IP address): http://<bcm ip address>/
NN40011-024 Issue 1.2 BCM Rls 6.0 21
Reporting for Contact Center
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.
2. Click on Go, or press Return on your keyboard.
3. If you are presented with the Certificate Error window, click on
Continue to this website (not recommended).
4. Accept any further security messages that you may get presented with.
Reporting for Contact Center
5. 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.
6. In the Welcome to BCM window, ensure the Main tab has been selected, and the BCM button clicked.
7. From the Applications list, select Business Applications and click Run.
7. Again, accept any security messages that appear, and if prompted enter any login details.
NN40011-024 Issue 1.2 BCM Rls 6.0 23
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8. The Business Applications screen will be displayed. Click on the
Reporting for Contact Center link.
9. Click the Download Reporting for Contact Center link.
Reporting for Contact Center
10. Now click the Run button.
11. You will see the following window as the application is downloaded.
12. The Security Warning screen will be displayed. Click on the Run button.
NN40011-024 Issue 1.2 BCM Rls 6.0 25
Reporting for Contact Center
13. You will now see the following window. The installation files will be
extracted.
14. ASP.Net will be installed.
15. RCC Compatibility checks will now commence.
Reporting for Contact Center
16. The language selection screen will appear. Select the appropriate language and click OK.
17. If MDAC 2.8 is already installed on your PC, go to step 23.
18. If you do not have Microsoft Data Access Components (MDAC) 2.8 already installed on your PC, you will be prompted to install it as a prerequisite for RCC. Click OK to install MDAC 2.8.
NN40011-024 Issue 1.2 BCM Rls 6.0 27
Reporting for Contact Center
19. The MDAC 2.8 End User License Agreement dialog box appears.
Select the I accept all of the terms of the preceding license agreement check box and click Next.
20. The setup will check for disk space, then display the MDAC installation
dialog box. Click Finish to begin the MDAC 2.8 installation.
21. After MDAC 2.8 is installed you will be asked to restart your PC for
MDAC to operate correctly. Click Finish to restart your PC.
22. After the PC has rebooted, the Reporting for Contact Center installation
will continue.
Reporting for Contact Center
23. A screen will appear confirming that Microsoft SQL Server 2005 Express and Microsoft Report Viewer will be installed on the computer, if they are not already installed. Click OK.
24. The Windows Installer will proceed.
NN40011-024 Issue 1.2 BCM Rls 6.0 29
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25. The files will be extracted.
26. Microsoft SQL Server 2005 Express will be installed.
27. Microsoft Report Viewer will be installed.
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