Contact Center Suite
User Guide
Notice
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This Inter-Tel® Contact Center Suite User Guide is released by Inter-Tel, Inc. as a guide for
end-users. It provides information necessary to use Contact Center Suite. The contents of
this user guide, which reflect current Inter-Tel standards, are subject to revision or change
without notice. Some features or applications mentioned may require a future release and
are not available in the initial release. Future product features and applications are subject
to availability and cost. Some features or applications may require additional hardware
and/or specific software.
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Contents
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Navigating Help Topics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Searching Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Printing a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Where to Find Additional Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
About Contact Center Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Software Applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Licenses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Support Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Features of Contact Center Suite v4.0 and Later . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Using Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Using the CallViewer Tray Bar Icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Using the Look and Feel Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Selecting a Look and Feel Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Exploring Look and Feel Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Changing the Look . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using the Active Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Controlling Calls with CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Transferring / Redirecting a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using Go Dial and Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Understanding Agent States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
©Inter-Tel, Inc., Revised June, 2007 printed in U.S.A.
iii
Using Button Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Adding a Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Editing or Removing Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Controlling DND States. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Using Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Advanced CallViewer Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Creating Hot Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Screen Popping Calls and E-mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Defining and Using Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Media Blending. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Tiles, Filters, and Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Adding a Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Editing a Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Using Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Adding a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Editing a Filter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Types of Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Using Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
iv
RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Starting RealViewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Using Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Adding a Deskboard Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Applying Filters to Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Advanced RealViewer Topics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Using Tile Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Rearranging Tiles in the RealViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Starting Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Using Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Saving and Reusing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Report Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Applying a Date Range. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Applying a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Creating a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Exporting Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Advanced Reporter Topics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Previewing and Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Playing Back Recorded Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Using Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
v
Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Starting Reporter Real-Time. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Using Startup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Using Reporter Real-Time Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Adding a Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Changing Statistics on a List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Using Tile Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Applying Filters to Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Advanced Reporter Real-Time Topics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Creating StationViewer Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Using Call Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Using Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
vi
OVERVIEW
Overview
This section provides a broad overview on the Contact Center Suite application.
About This Guide
This guide contains instructions for agents and supervisors using Contact Center Suite
client applications, including Connection Assistant.
The features described in this guide may not be available in the license
NOTE
To help you find information more quickly, this guide is divided into six sections:
• Overview: This section gives a brief description of the Contact Center Suite client
applications and the features in version 4.0 and later. It also contains information on
other sources of help for using Contact Center Suite.
• CallViewer: This module contains information on starting CallViewer, using the
Startup Wizard and the new “look and feel” options. It also covers basic CallViewer
tasks, such as call control functionality and using Button Manager. Advanced tasks
include using hot keys, screen popping, Rule Manager, and handling e-mails routed
with Media Blending. If you are using Connection Assistant, this information applies,
however, refer to the Options License topic in the online help for details on CallViewer
and Connection Assistant feature differences.
• Tiles, Filters, and Statistics: This section covers general concepts for tiles, filters,
and statistics, which are common to several client applications.
• RealViewer: This module contains information on starting RealViewer and using
Startup Wizard. It also covers basic RealViewer tasks, such as creating a Deskboard
tile and applying filters to tiles. Advanced topics include setting tile alarms and
rearranging the RealViewer window.
• Reporter: This module contains information on starting Reporter and using Startup
Wizard. It also covers basic Reporter tasks, such as running reports, saving and
reusing reports, changing report options, and exporting data. Advanced topics include
printing and previewing reports, using Auto Reporter and integrating with the Mercom
Audiolog™ Server.
• Reporter Real-Time: This module contains information on starting Reporter Real-
Time and using Startup Wizard. It also covers basic tasks such as adding tiles,
customizing the tile’s appearance, changing the statistics on a tile, and applying
filters. Advanced topics include creating DSS tiles for extensions and agents, using
call control, and using Auto Reporter.
level you have purchased. Refer to the online help for feature capabilities
for your license.
Contact Center Suite User Guide 1
OVERVIEW
Online Help
book selector list
There are several ways to access the online help from within the client applications,
although not all options may be available in every window:
• Press F1 on your keyboard.
• Click the Help button.
• Select Help from the application menu or tray bar menu.
Navigating Help Topics
In most cases, the right pane of the help window displays information about the current
screen. You can navigate to other topics using the table of contents in the left pane of the
help window.
The contents are organized into “books” of related
information. Double-click a book to open it and reveal
the topics and/or books it contains, as shown in the
example on the right.
You can also use the drop-down menu to select help topics. Click the Previous and Next
icons to navigate through the related topics in the chosen book.
2
Contact Center Suite User Guide
OVERVIEW
Searching Help
Sometimes the fastest way to find the information you need is to use the help search
feature.
To search help:
1. Click the Search tab.
2. Type the keyword you want to find in
the text box, and then click List
Topics .
3. Select the topic from the list in the
lower portion of the panel, and then
click Display.
Printing a Help Topic
To print a help topic, navigate to the information you want to print, and then click the Print
icon at the top of the window.
Where to Find Additional Information
You can find additional information in the Contact Center Suite Installation Manual (part no.
835.2208) or in the online Help for each of the individual clients. This User Guide does not
include information on the Server, Data Manager, and Intelligent Router.
Contact Center Suite User Guide 3
OVERVIEW
About Contact Center Suite
Contact Center Suite is a Computer Telephony Integration (CTI) application. It links the
telephone system and the computer, providing a seamless and automated technological
partnership. Contact Center Suite can be used with the following communications systems:
• Inter-Tel
• Inter-Tel 5000 Network Communications Solutions (Single and Multiple Nodes)
• Inter-Tel 7000 Network Communications Solutions
Contact Center Suite is ideal for businesses, such as an order entry center, help desk
(customer support), telemarketing firm, etc., that experience high call volumes and use a
computerized database and/or an automatic call distribution system, although it is also
suited to low-volume environments.
As more customers turn to the Internet for sales, support, and service, call centers receive
e-mails and faxes, in addition to traditional phone calls. Contact Center Server v4.0 or later
supports full Media Blending, effectively modeling all three forms of contact.
NOTE
®
Axxess® Converged Communications Platform (Single and Multiple Nodes)
A third-party fax to e-mail gateway is required to support modeling of faxes.
Refer to the Advanced Applications Design Guide for Contact Center Suite
(part no. 835.3053) for details.
4
Contact Center Suite User Guide
OVERVIEW
Software Applications
The Contact Center Suite software package contains the following modules:
• Server: Stores all call data and provides real-time information for the other
components of the system. The Server is the heart of the Contact Center system.
Refer to the Contact Center Suite Installation Manual for information on Server.
• Data Manager: Used to configure the Server. It connects over the network to the
Server, and allows the administrator to configure various settings, such as lists of
devices, or how to connect to the telephone system. The Data Manager can also be
executed on the same computer as the Server. Refer to the Contact Center Suite
Installation Manual for information on Data Manager.
• CallViewer: Allows individual users to screen pop information from the company
database and manage calls and e-mail messages. CallViewer includes several “look
and feel” choices to help you customize the application to suit your need.
• RealViewer: Allows users to see statistics, at their own computer, based on the
activity of the user or their group.
• Reporter (Reporter Basic, Reporter, and Reporter Pro): Allows you to analyze the
call log historically in a variety of ways to make better business decisions. Note that
licensing varies for Reporter Basic, Reporter, and Reporter Pro.
• Reporter Real-Time (Reporter and Reporter Pro): Allows you to analyze the call log
in real-time in a variety of ways to make better business decisions. Note that licensing
varies for Reporter and Reporter Pro.
• Intelligent Router: Allows you to program routing schemes (and numerous other
actions) for calls and other media types based on call information and other statistics.
Intelligent Router is required if the optional media blending feature is desired. Refer to
the Contact Center Suite Installation Manual for information on Intelligent Router.
• Verint (formerly Mercom) Audiolog
Verint Audiolog voice recorder, which enables the recording of your calls and
subsequent playback from Reporter.
• Auto Reporter: Provides Web publishing capabilities for Reporter and Reporter Real-
Time. With Auto Reporter, you can schedule reports to automatically publish them to
a Web site (Internet or intranet), send them to a printer, or e-mail them with
attachments in .doc or .xls format. Wireless Application Protocol (WAP) reports
can be published to a Web site for viewing on a WAP-compliant device. Finally, Auto
Reporter allows you to schedule exports for reports. Refer to pages 61 and 81 for
more information.
®
Server: Contact Center Suite supports the
Licenses
The features available in each Contact Center Suite module are controlled by the license
level you have purchased. Refer to the Server chapter of the Contact Center Suite
Installation Manual or the online help for details on checking your licensing information.
Contact Center Suite User Guide 5
OVERVIEW
Support Services
NOTE
If you have questions about any of the Contact Center Suite products, refer to this manual
or the online help. If you need additional support, please contact the designated on-site
System Manager. If this does not resolve the problem, contact your authorized Inter-Tel
provider for technical assistance.
Technical support personnel may need to view the installation, setup, etc. of
the Server using Inter-Tel Remote Support.
Features of Contact Center Suite v4.0 and Later
Contact Center Suite v4.0 or later contains many features including the following:
• Internal Call Modeling: Allows new activity reporting and intelligent routing
capabilities for internal calls, enabling managers to monitor the performance of
internal departments, both historically and in real-time, and automatically manage
their call traffic. See the Intelligent Router chapter of the Contact Center Suite
Installation Manual for more details.
• Enhanced CallViewer: Provides enhanced user functionality and customization
including changeable Looks, DSS buttons, integrated call logger and personal call
router. See the “CallViewer” section, beginning on page 7, for more details.
• Media Blending: Allows e-mails sent to contact centers to be routed and handled like
calls. See the “CallViewer” section for more details.
• Multi-Media Reporting: With the addition of real-time and historical reporting,
enables managers to monitor and report on routed e-mails and normal telephone
traffic. See the “Reporter” and “Reporter Real-Time” sections for more details.
• Agent Help Support: New agent-help functionality allows managers to monitor and
react to the support needs of their staff in real time when faced with a difficult call that
requires the assistance of a manager. See page 29 for more details.
6
Contact Center Suite User Guide
CALLVIEWER
CallViewer
This section provides details for the Callviewer module in Contact Center Suite.
Introduction
CallViewer (or Connection Assistant) is a software product that provides telephony call
control, screen popping, and desktop automation on a Windows-based computer. This
application makes extensive use of Caller ID and Dialed Number Identification Service
(DNIS).
A CallViewer user will have a networked PC connected to the Server, and a telephone
connected to the company telephone system. When the user makes outbound calls or
receives inbound calls, the dialed number or the Caller ID of the caller, along with other
pertinent customer information, appears in the CallViewer user interface. This enables the
user to see information about the caller before answering. CallViewer can also be used to
screen pop the customer information in the company database, saving you time locating
the relevant information.
Version 4.1 of CallViewer provides Media Blending functionality. When an agent is routed
an e-mail by Intelligent Router, the e-mail message appears in Contact Center Suite just
like a received call.
If you are using Connection Assistant, the information in this section applies, however, refer
to the Options License topic in the online help for details on CallViewer and Connection
Assistant feature differences.
Starting CallViewer
From the Start menu, choose Programs – Inter-Tel Contact Center Suite, and then
select CallViewer (or Connection Assistant).
NOTE
When CallViewer starts, the Startup Wizard begins, as described on the next page.
The features of CallViewer can be limited by specifying passwords on the Server. If the
Server has all password levels set, you will need to enter a password to access CallViewer.
Contact Center Suite User Guide 7
In the remainder of this section, “CallViewer” is referenced, although the
information may also apply to Connection Assistant.
CALLVIEWER
Using Startup Wizard
When you launch CallViewer for the first time, the Startup Wizard helps you configure
various common options step-by-step. Each set of options is shown on its own page and
includes Next/Previous buttons for navigating through the wizard.
NOTE
The following screens display during setup:
If you want to run the startup wizard at a later time, right-click the CallViewer
tray bar icon ( ) and select Startup Wizard.
• Welcome Page: This page begins a sequence of Startup Wizard pages that is used
to collect some configuration defaults for the software.
• Devices Page: Enter the extension number and the voice mail number used for this
installation of CallViewer. The devices can be changed later using the Options dialog,
on the Devices tab.
• Search for Contact Center Server: Choose one server option from the following
choices:
o Run in simulation mode: When enabled, no connection is made to a CTI Server
and the software runs in simulation mode. Enable this option when you need to
simulate calls to test macros that you have written.
Simulation mode is only used with the Contact Center Suite
NOTE
o Search network for a CTI Server: When enabled, the Startup Wizard searches the
network for available CTI servers when you proceed to the next page of the
Startup Wizard. This is the default option when no information is available for the
server connection.
o Connect to this CTI Server: When enabled, CallViewer uses the server that you
specify in the text box below this option. This is the default option when
information is available for the server connection.
The server option can be changed later using the Network Settings dialog (see the
online help for details).
Developer SDK when creating user-defined actions. If you are not
using the dongle provided with the Developer SDK and running
in Simulation mode, CallViewer will not function.
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CALLVIEWER
• Auto Configure Page: This page is displayed only if you selected the option to
search the network for a CTI Server in the previous page. The Auto Configure page
searches the local area network for CTI servers and after the search is complete, a
list of available server names is displayed. Select a server name to proceed.
o If you are using NETBIOS, auto-configure searches for servers named
CTISERVER1 through CTISERVER9, on any valid LANA numbers between 0 and
20.
o If you are using TCP/IP, auto-configure searches the port number specified in
network settings (default 3986) for computers in the same class C subnet as this
computer. For example, if your IP address is 10.1.2.10, auto-configure will look for
servers on addresses 10.1.2.1 to 10.1.2.254.
• Look and Feel Page: Choose which look you prefer for CallViewer from the drop-
down list. For each selection, you see a sample picture and a description of the
features included. The example below shows the Executive Display.
NOTE
Contact Center Suite User Guide 9
You can change to another “Look and Feel” selection at a later time if you
choose. See page 14 for details.
CALLVIEWER
• Ready To Go Page: Select and configure a Ready To Go solution so that you can
quickly access another application from within CallViewer. The Ready To Go
Solutions choices are shown in the following example.
If you choose to install a solution, you can determine when CallViewer screen pops
the database, using the following options:
o Automatically screen pop when call is answered: When enabled, the chosen
database screen pops when a call is answered at the CallViewer extension. When
disabled, the chosen database screen pops when a call starts to alert.
10
The application you intend to use for screen popping must be open
NOTE
while you are using screen popping from CallViewer. For example, to
screen pop Outlook, it must be running on the PC where CallViewer
is being used.
o Screen pop application for: Choose inbound calls, outbound calls, or both inbound
and outbound calls. Inbound calls will also screen pop routed e-mails.
You do not need to set up the RTG options using the Startup Wizard. You can also
create a Ready To Go action when defining a new rule or button. You can also edit
the settings of a Ready To Go solution created using the Startup Wizard using the
Action Manager. See the online help for details on configuring Ready To Go
solutions.
Contact Center Suite User Guide
CALLVIEWER
• Dial Rules Page: The dial rules affect how a number is altered before being passed
to the CTI Server to be dialed. Choose one of the following options:
o Calculate dial rules via CallViewer Contact Center Server: When enabled, all dial
rules are calculated at the CTI Server using previously configured options. This is
the default setting.
o Specify dial rules for this installation: When enabled, all dial rules are calculated
by CallViewer using rules configured here or from the Options feature. To support
canonical format dialing (i.e., the format that Outlook uses to store numbers), you
need to use local rules that are correctly configured. Then you can dial numbers in
the form “+country (area) number,” for example, “+44 1293 608200.”
The dial rules configuration includes tabs for General, Local, Long Distance, and
International settings. Each tab contains a “test” section (described on page 12) so
you can try out the settings before finishing the configuration. To set the dial rules,
complete the following steps.
1) On the General tab, program the Outbound Dial Prefix, which is the number
you need to dial to reach an outside line, for example, 8 or 9. This information
is critical for external outbound dialing.
2) On the Local tab, program the following:
o Local area code: Enter your area code (for example, 480).
o Local toll calls: Enter any prefixes, within your area code, that may require
the long distance code. You can enter partial prefixes to indicate a range
(e.g., 8 would indicate 800-899).
o Always dial the local area code on local calls: When enabled, the local
area code is always prefixed to the number being dialed, when dialing a
local number.
o The local area code is prefixed with ‘0’ for non-international calls: When
enabled, this setting will prefix the local area code being dialed with a “0”
for non-international calls entered using canonical format. For example, a
UK number such as 01293 608200 would be entered in canonical form as
+44 1293 608200, and would be dialed as such from a non-UK country, but
in the UK the “0” needs to be prefixed to the local area code, and so this
setting would need to be enabled. This setting only takes effect when
dialing numbers in canonical form.
3) On the Long Distance tab, program the following:
o Long distance code: Enter the code required to dial outside your area code
(e.g., 1 for the US).
o Don’t dial long distance code: Enter a comma-separated list of area codes
that do not require the long distance code.
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CALLVIEWER
4) On the International tab, program the following:
o International dial code: Enter your international dial code (e.g., 011 for the
US).
o Country code: Enter the country code where you are calling from, e.g., “44”
for UK, “1” for US.
o Replace ‘+’ with international dialing code: When enabled, a “+” in the
number to be dialed is changed to the international dialing code the caller
enters.
The Test section appears on each tab, and contains a Sample telephone
number text box where you can type digits to test. As you type the number to
test, the Actual number dialed field updates as you type, to reflect the number
that would be dialed by CallViewer.
Click Test to apply the dial rules to the sample telephone number and produce a
result in the Actual number dialed display. The type of call (internal, local, long
distance, or international) is also displayed to help you determine which rule you
may need to adjust for correct dialing.
NOTE
The Actual Number Dialed area is for display only; you cannot edit
the contents.
• Import Your Previous Configurations Page: This page appears only if you are
upgrading from an earlier release of CallViewer (version 3.x or before), if legacy
macro files or hot key settings are detected, and there are no current actions or hot
keys defined for the current installation.
If you have existing Ready To Go (RTG) macros in use in CallViewer, you should
NOT upgrade your old macros and buttons, but instead recreate them with the new
Ready To Go integrations. In v4.0 and later, the Ready To Go options are more
advanced and provide tighter integration with v4.0 and later (i.e., they can be more
fully customized, have multiple instances, etc.). This also applies to automatic
macros, which are now defined by rules. If you have existing RTGs in use, but also
have other macros, you may want to perform the upgrade, but then delete the RTGs
and recreate then using the new versions.
Many simple macros from v3.x are replaced by built-in actions in v4.0 and later, such
as those that opened a file or placed a call. For example, the “Set Call Note” macro
from v3.x has been entirely replaced by a built-in feature, so you can delete that
button or associated macros.
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CALLVIEWER
The import page contains the following options:
CallViewer Icon
o Import existing button macros: This option is enabled if existing macro files from
an earlier release are installed on this computer. When enabled, upon successful
completion of the Wizard, the Wizard imports the existing button macros as new
actions bound to new buttons.
o Import existing automatic macros: This option is enabled if the previous option is
enabled. When enabled, upon successful completion of the Wizard, the Wizard
imports the existing automatic macros as new actions bound to new rules.
o Import existing hot keys: This option is enabled if existing hot keys from an earlier
release are configured and enabled on this computer. When enabled, upon
successful completion of the Wizard, the Wizard imports the existing hot keys as
new hot keys in this installation.
• Finished Page: To complete the CallViewer configuration, click Finish in the Startup
Wizard.
Using the CallViewer Tray Bar Icon
When CallViewer is launched, an icon appears on the Windows tray bar, as shown below.
The tray bar icon provides access to the CallViewer options and indicates the current
connectivity status, as described below.
While CallViewer is loading, move the mouse pointer over the tray bar icon to see a tooltip
message on the progress. The tooltip shows the following states.
• Offline/Disconnected: CallViewer is not connected to a CTI Server, and not
running in simulation mode. During this state, you can only use CallViewer to
configure network settings.
• Connecting: CallViewer is trying to connect to a CTI Server. During this state
you cannot use CallViewer's telephony functionality because the connection to the
CTI Server is not fully established.
• CallViewer: CallViewer is connected and functioning normally.
• Telephone system offline: CallViewer is connected to the CTI Server, but the
CTI Server has lost the connection to the telephone system.
The CallViewer tray bar icon has menus that you can access using left and right mouse
buttons.
To access the call control menu, click the CallViewer tray bar icon ( ). Some of the
options may be unavailable when there are no active calls at the extension. See
“Controlling Calls with CallViewer” on page 23 for details on using the menu options.
Right-click the tray bar icon to display the Main Menu; refer to the online help for
descriptions of the menu options.
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CALLVIEWER
Using the Look and Feel Options
CallViewer uses several “look and feel” options to define the appearance and functionality
of the main windows. Some options are typically used by a call center agent for screen
popping, while others may be used by other non-call center users as a computer-based
interface to their desktop phone. The options are described in greater detail in later areas of
this section.
Items such as network settings dialogs and button creation dialogs are not defined by the
look and feel, and are common across all choices.
Selecting a Look and Feel Option
Use the following descriptions to help you choose the look and feel option that suits your
need best. Refer to page 16 for descriptions of the components.
• CallViewer Legacy: Provides a familiar interface for existing users with its similarity in
appearance to previous versions of CallViewer. The buttons that were included on the
caption bar on previous versions to launch Personal Navigator and user-defined
feature buttons are no longer available.
The Legacy option has a compact design that requires little desktop space, which
makes it ideal for call center agents use, however, it contains the fewest features. It
also offers a smaller “mini mode” version with only control buttons.
• CallViewer Executive Display: Provides a small main window with options to open
additional windows for the dial pad, active calls, call history, and user-defined buttons.
This option may be preferred by call center agents and managers or non-call center
users because of its flexibility.
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CALLVIEWER
• CallViewer Quick Connect: Provides call controls in the smallest interface option.
Feature buttons
Window controls
Display area
Titlebar area
System Menu icon
This option may be preferred by a call center agent who need basic call control
functionality without sacrificing space on the desktop.
The CallViewer Quick Connect look and feel option is not the same as
the Show Quick Connect feature available in all the choices. When you
NOTE
enable Show Quick Connect in the CallViewer Legacy, Executive
Display, or Handset, you see a small icon, either or , that you can
position anywhere on your screen.
• CallViewer Handset: Provides basic call control through an interface that resembles
a telephone display, with additional windows for call history and user-defined buttons.
Contact Center Suite User Guide 15
Each look and feel choice contains its own set of options and features, such as an active
call list, call history, and dial pad, which are described in the following sections.
CALLVIEWER
Exploring Look and Feel Components
Each “look and feel” consists of one or more windows. Each look has a main window, and
any number of other windows, the availability of which depends on the look being used.
The main window is often the most different among each “look,” as this window is often
central to the functionality of the “look.” The other windows have a more common interface.
The basic elements of the main window are described below. Refer to the online help for
specific look information.
The following types of windows are available:
• Main window (see below)
• Active Call List (see page 17)
• Dial List (see page 19)
• Call History (see page 19)
• User Button area (see page 21)
• Feature sets (see page 21)
• Quick Connect (see page 21)
Main Window
The main window is the central window for each “look and feel” and provides access to
other components of the look. The functionality of each individual look will vary in the main
window. This section describes some common elements of the windows.
The main window cannot be resized, but can be moved using the window titlebar like any
normal Windows application. The titlebar is at the top of each window.
16
NOTE
For specific information about the main window of a particular look, refer to the
online help.
Docking Windows
Many “looks” allow you to dock (join together) windows to the main window, or to other
windows in the “look.”
To dock windows together: Drag the window using its titlebar to the side of the window
that it is to dock with. When the window gets close to the other window, the two will snap
together. You can dock windows to any corner of a window, as long as both windows
support docking.
To undock a window: Use the titlebar of the window to drag it away from the window it is
docked with. The window will not undock immediately, but after it has been moved a short
distance, it will undock, and then be positioned on the screen as normal.
You can move all the docked windows as one by dragging the titlebar of the main window
(or if two other windows are docked together, dragging the titlebar of the window that has
been docked to).
Contact Center Suite User Guide
CALLVIEWER
Status Bar
Many “looks” indicate textual status information on the main window. This information
includes the current connection state with the Server. See the online help for details on the
status messages. 1001
Active Call List
The active call list displays a list of calls and routed e-mails that are active at your
extension right now. In some “looks” the active call list is in a separate window, while in
others it is part of another window. Each call in the call list consists of the call status, call
detail, and call control buttons, as shown in the example below:
• Call Status: The call status consists of two icons. The left-most icon indicates the
current call status, such as whether it is inbound or outbound, answered or alerting.
The available icons are described below.
Button Description
An unanswered outbound call is ringing.
An unanswered inbound call is ringing.
The call has been answered.
The call is on hold.
The call was answered and is now on hold.
The item is a routed e-mail.
The right-most icon ( ) indicates whether a call annotation is present for this call or
e-mail. If the icon is present, then the call or e-mail has an annotation. Hover the
mouse cursor over the icon to display the current call note.
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CALLVIEWER
• Call Detail: The call detail area displays one or more fields of information about each
active call. You can also double-click an item in the call list to display all information
known about the call. (See “Examining Call Details” on page 18.)
You can choose which fields are displayed in the call list using the Call List Fields
page of the Options dialog (see the online help, where you will also find a list of
available fields and their descriptions). The color of the text in the call detail section
denotes the type of call:
o Red text – unanswered call
o Green text – answered call or e-mail
o Yellow background – inbound external call
o Green background – outbound external call
o White background – internal call
• Call Control Buttons: The right side of the call list contains one or more call control
buttons for each call in the list. You can configure which buttons appear in the list from
the Call List Buttons page of the Options dialog. Some buttons may be disabled; this
will depend on the status of the calls at your extension, whether you are licensed to
use such a call control feature, and whether the telephone system supports the call
control feature. See the online help for descriptions of the available call control
buttons.
Examining Call Details
To obtain a summary of information on the current call you are handling, double-click a call
in the active call list. The Call Details screen is displayed, as shown below.
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CALLVIEWER
Dial List
Enter new numbers
here or click a number
from the drop-down list
to redial.
CallViewer stores a list of the last 20 dialed or received telephone numbers, allowing you to
quickly re-use numbers that you have recently called or received calls from. When more
than 20 entries exist in the list, the bottom-most entry is removed. Click a dial list button on
a window to display a menu containing all the numbers in your recent dial list. Click a
number in the list to immediately place a call to that caller from your extension.
• To dial a new number, click in the dial entry area shown at the
right and enter the number to dial. Press Enter to dial the number.
• To redial a recent incoming or outgoing number, click the
drop-down arrow and then select a number from the list. CallViewer automatically
dials the number as it is selected from the list.
Call History
The call history window displays a list of all calls and e-mails that have been active at your
extension. While CallViewer is running, it stores information about each call or e-mail at
your extension. Up to 5000 items can be stored when you are using the full CallViewer
license or up to 1000 items for Connection Assistant. When the maximum number of items
have been reached, the oldest item in the list is removed to make space for the next new
item. Items are updated in the list only when CallViewer is connected to the CTI Server.
See page 28 for information on using call history.
Contact Center Suite User Guide 19
CALLVIEWER
Viewing Call History
The Call History window can display several pieces of information about each call. The
information being displayed can be configured using the Call Log Fields tab of the Options
dialog. See the online help for further details, including a list of available fields that can be
displayed in the list.
The Call History window uses icons to depict information about the status of each call, as
described below.
Status
Icon
Description
Unanswered outbound call
Unanswered inbound call or e-mail.
Answered inbound or outbound call or e-mail.
Answered e-mail.
In addition to the status icons described above, the call history window uses the color of the
text to denote information about each call: red text denotes an alerting call, while black text
denotes an answered call. A green background denotes an outbound external call, a yellow
background an inbound external call. Internal calls and e-mails are highlighted in purple.
The top of the call history contains the header, which displays the names of the fields in the
call history. You can click a field header to sort on that field. Click the same field header
again, and the sort order toggles between ascending and descending.
You can resize the individual fields by dragging the right edge of a field in the header.
Filtering Call History
You can also filter a contact list to make it easier to locate calls. Click the Options button
on the Call History window to display the Call History Options dialog box. Refer to the
online help for details on using this feature.
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CALLVIEWER
Buttons
There are three types of buttons available in CallViewer windows:
• Fixed Buttons: These buttons are part of the look. They perform a specific action,
such as opening another window, and cannot be changed or removed from the
window.
• User Buttons: These buttons can be created by the user. When they are created
they appear in the “User Button area.” You can choose the action that the button
performs when it is clicked. You can also choose whether to display a picture on the
button, and/or a label.
• Feature Buttons: These buttons are similar to both Fixed Buttons and User Buttons.
A feature button already exists in a specific location in a look, and often has some
default functionality, such as changing the ACD Agent state of the associated
CallViewer extension. However, the user can edit a feature button to change its
assigned action, as well as change the picture or text displayed on the button. If a
feature button is edited, it can also be reset to its default functionality.
User Button Area
The user button area contains buttons you create. Some user button areas are resizable,
allowing you to expand the area to fit the buttons. The location and size of the User Button
area depends on the look being used.
You can use the User Button area to create, edit, and remove buttons. See “Using Button
Manager” on page 25 for more information.
Feature Sets
Some looks have Feature Set windows available (called Feature Set 1 and Feature Set 2).
Feature Sets consist of several blank Feature Buttons to which you can assign actions, as
an alternative to simply creating User Buttons in the User Button area. For example, you
could use the User Button area for screen popping and application integration buttons,
Feature Set 1 for some common speed dial buttons (a button which makes a call to a
specific number), and Feature Set 2 for DSS buttons.
Quick Connect Button
Several of the looks include a separate Quick Connect button that can be positioned
anywhere on the desktop, regardless of whether the main window is minimized or not.
Accessing the Quick Connect is look-specific; see the look sections of the online help for
details. Refer to page 24 for instructions on using Go Dial and Quick Connect.
Action Menu
When you are active on a call you can access the Action Menu (see the look sections of
the online help for locations and contents). The Action Menu allows you to perform various
call control actions on the active call, much like clicking call control icons described in
“Using the Active Call List” on page 22.
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