Telecommunication Systems Division
Digital Business Telephone Systems
Call Center Viewer
User Guide
August 1997
Publication Information
Toshiba America Information Systems, Inc., Telecommunication
Systems Division, reserves the right, without prior notice, to revise
this information pu bli cation for any reason, incl udi ng, but not limited
to, utilization of new advances in the state of technical arts or to
simply change the design of this document.
Further, Toshiba America Informat ion Systems, Inc.,
Telecommunication Systems Division, also reserves the right, without
prior notice, to make such changes in equipment design or
components as engin eering or manufacturin g me thods may warrant.
Version A, August 1997
© Copyright 1997
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
All rights reserved. No part of this manual, covered by the copyrights
hereon, may be reproduced in any form or by any means—graphic,
electronic, or mechani ca l, including recording, ta pi ng, photocopying,
or information retrieval systems—without express written permission
of the publisher of this mat er ia l.
Strata is a registered trademark and Call Center Viewer is a trademark
of Toshiba America Information Systems, Inc.
Trademar ks , registered tra demar ks, a n d s ervi ce ma rks ar e th e pr ope rty
of their respective owners.
Contents
Introduction
Organization .........................................................................................................................................iii
How to Use This Guide ........................................................................................................................iii
Conventions .......................................................................................................................................... iv
Related Documents .................................................................................................................................v
Chapter 1 – Grand Tour
Overview .................................................................................................................................................1
Main Window .........................................................................................................................................2
Main Menu .......................................................................................................................................2
Tree View .................................................................................................................. .......................2
List View ..........................................................................................................................................2
Status Bar .........................................................................................................................................3
Wall Boards ............................................................................................................................................3
Custom Messages ...................................................................................................................................3
Chapter 2 – Installation
Step 1: Before You Start .........................................................................................................................5
Make Sure You Have Everything ....................................................................................................5
Make Sure Your PC Meets the CCV’s Requirements .....................................................................6
Step 2: Install the Software Protection Device .......................................................................................7
Step 3: Install the Call Center Viewer Program .....................................................................................7
Step 4: Set MIS Configuration ........................................................................................ .......................9
Using Demonstration Mode (Optional) .................................................................. ..............................12
Program Removal .................................................................................................................................13
i
Chapter 3 – Operation
Groups ...................................................................................................................................................16
List and Tree Views .......................................................................................................................16
ACD Groups .........................................................................................................................................17
Step 1: Assign or Change an ACD Group Name ...........................................................................17
Step 2: Set the ACD Group Alarm .................................................................................................18
Alarm Configuration .............................................................................................................................20
To configure the Alarm ..................................................................................................................20
Agents ...................................................................................................................................................21
Agent Names ............................................................................................................................... ...22
Sorting in List View ..............................................................................................................................23
View Menu ...........................................................................................................................................24
Title Bar Display ............................................................................................................................24
Always On Top ..............................................................................................................................26
Button View ...................................................................................................................................27
Help Menu ............................................................................................................................................27
File Menu ..............................................................................................................................................28
Print Font ........................................................................................................................................28
Print ................................................................................................................................................28
Print Preview ..................................................................................................................................29
Print Setup ......................................................................................................................................29
Exit .................................................................................................................................................29
Chapter 4 – Wall Boards
New Wall Boards ..................................................................................................................................32
Step 1: Set the Wall Board Configuration ......................................................................................32
Step 2: Configure the Wall Board ..................................................................................................33
Removing Groups from the Message List .....................................................................................36
Changing the Reader Board Settings .............................................................................................36
Deleting Reader Boards .................................................................................................................37
Messages ...............................................................................................................................................37
ii
Call Center Viewer
Introduction
This guide provides instructions for operating the Call Center Viewer™ application for
Microsoft® Windows® 95. The Call Center Viewer runs on an IBM-compatible PC and
provides Automatic Call Distribution (ACD) group and agent status information.
This guide is written assuming that you are familiar with operating a PC, mouse, and Windows
software.
Organization
This guide is divided as follows:
♦ Chapter 1—Grand Tour
explains the various viewing options and how to access information from the Main
Window.
♦ Chapter 2—Installation
♦ Chapter 3—Operation
alarms, sort data, and expand or summarize viewing options. This chapter contains all of
the operational instru ctions for using the software.
♦ Chapter 4—Wall Boards
Spectrum Wall Board. Also included are instructions for sending messages to Wall
Boards.
provides hardware and software installation instructions.
explains how to customize Group and Agent information, set
How to Use This Guide
We suggest that you read this entire guide and get acquainted with the on-line help screens,
described in Chapter 1—The Grand Tour.
Introduction
provides an overview of the Call Center Viewer application. It
explains how to use the Call Center Viewer to configure the
iii
Conventions ——————————————————————————————————————————————
Conventions
➤
CAUTION!
Note
Important!
Elaborates specific items or references other information.
Courier letters represent keyboard keys or entries from a keyboard.
Times Roman words that are capitalized represent a specific dialog box button. For
“Click” means to press and then release the mouse b utton without moving the
The left column gi ve s
you the single or
numbered steps you
The right column gives the immediate response to your
action. This column also includes additional notes and
comments.
need to perform a
procedure. These
steps apply to both
mouse or keyboard
use.
Advises you that ha rdwar e, soft ware applications, o r data could be damaged
if the instructions are not followed closely.
Calls attention to important instructions or information.
example: Transfer button.
mouse.
iv
➤
~
denotes the step in a one-step procedure.
means “through”. For example: 5~10.
Tab in this document refers to the title of an on-screen card. When you
click on a tab on screen, that card is brought to the front of the stack
for viewing and editing purposes.
Call Center Viewer
—————————————————————————————————————————— Related Documents
Related Documents
The following documents can be referenced for additional information:
Strata DK424 Call Center Solutions General Description
♦
including hardware and feature information. Highlights the technology employed in
operating the ACD Strata DK424 system.
Strata DK ACD Agent Guide
♦
describes the ACD Agent feature operation along with
step-by-step procedures for using features.
Strata DK ACD Supervisor Guide
♦
provides instruction on how to use the ACD
supervisor features.
provides a system overview,
Strata DK Installation and Maintenance Manual
♦
Installation.
Strata DK Programming Manual
♦
, Chapter 6—Automatic Call Distribution.
, Chapter 11—DK424 ACD
Introduction
v
TOC Hypertext
IIndex Hyper-
text
Grand Tour
This chapter provides an overview of the Call Center Viewer application. It includes basic
requirements, available ACD information, and explains the main menu and viewing options.
Overview
The Call Center Viewer application connects directly to the Strata DK or to other Call Center
Viewer applications, such as an ACD Management Information System (MIS) or Toshiba’s
Software MIS (SMIS). When used with a SMIS or MIS, the Call Center Viewer application
provides cost-effective, incremental growth.
The Call Center Viewer organizes and displays events reported by the Strata DK MIS port. It
provides much of the display information offered by ACD/MIS supervisor monitors, but it
works on a PC. Call Center Viewer enables ACD supervisors to see the following:
1
Grand Tour
Number of Calls in Queue
♦
Number of Agents Available
♦
Number of Agents Busy
♦
Number of Agents Logged-In
♦
Number of Agents Unavailable
♦
Individual Agent States and State Times
♦
Longest Call Waiting
♦
Strata DK Date/Time
♦
Wall Board Messages
♦
The data displays on a host PC and can a lso be su mmary inf ormation can be se nt to an optional
Wall Board.
1
Main Window —————————————————————————————————————————————
Main Window
When the Call Center Viewer application starts, the Main window displays as shown below.
Main Menu
Tree View
Status Bar
Main Menu
Submenus for each item o n the Main Menu provide a ccess to file management, various views,
configuration windows, and the on-line Help.
Tree View
When the Call Center Viewer application starts, the objects are displayed in Tree View,
including ACD Groups, Agents, and Reader Boards.
List View
The List View has a variety of features. You can:
♦ View call events updates reported by the Strata DK system
♦ Sort the List Views
List View
2097
♦ Customize names (Groups, Agents, and Reader Boards)
When the Call Center Viewer application launches, both Tree and List Views are blank.
Depending on the Strata DK system connection type (monitor or direct) the List Views will
begin displaying data as call events occur or when a database download is received. The Call
Center Viewer appl icat ion ca n only r equest a dat abase download when it is connected directly.
2
Call Center Viewer
—————————————————————————————————————————————— Wall Boards
In the Monitor connection, the Call Center Viewer application depends on the system that is
connected directly to the Strata DK MIS port to request a database download.
Notes
● Depending on the Strata DK system and ACD traffic levels, the call event data can be put
into a buffer. When Strata DK system buffers the data, real-time displays of the Call
Center Viewer application may appear slightly delayed.
● The Call Center Viewer information is immediately updated when it receives call event
data from the Strata DK system MIS port.
Status Bar
The Status Bar is at the bottom of the application work space. The left side shows context
sensitive informatio n; the right side displays the date and time from the Strata DK system.
The date and time shown on the Status Bar is set from Str ata DK system. If the Strata DK
system date/time is incorrect, there are no adverse effects to the Call Center Viewer. You can
set the date/time of the Strata DK from port 000 (normally station 100 or 200), an Attendant
Console, or from a TTY terminal. See the Strata DK Administrator or refer to the Strata DK
Installation and Maintenance Manual for more information.
Wall Boards
The Call Center Viewer application supports Spectrum Wall Boards. The Call Center Viewer
application supports a Wall Board network which can displa y Group data to e v ery acti ve ACD
group. You can assign one Grou p to a Wall Board or you can as sign se v eral Groups to t he same
Wall Board. Each Wall Board can be controlled individually with the same information as
another Wall Board, or with different information. This enables each Wall Board to receive
status information for individual or multiple ACD Groups.
Custom Messages
You can send custom messages from the Call Center Viewer application to individual Wall
Boards, Groups of Wall Boards, or to all Wall Boards. Custom messaging can be used to send
motivational messages (i.e., “Congratulations We Made the Numbers”) or for informin g an
ACD group of current priorities (i.e., “Meeting at 2:00”). All other messages, including ACD
information, suspend for the duration of a custom message.
Grand Tour
3
Custom Messages ———————————————————————————————————————————
4
Call Center Viewer
TOC Hypertext
IIndex Hyper-
text
Installation
This chapter includes:
Hardware configuration, with multiple host and slave PCs, as well as SMIS/MIS
♦
connections
Instructions on how to install the Call Center Viewer and optional Wall Boards
♦
Use of Demonstration Mode, a software tutorial for first-time users
♦
Program Removal
♦
This chapter explains how to install the Call Center Viewer application. The instructions in
chapter assume that the Call Cent er Viewer hardware has been alr eady been conf igu red per the
instructions in the
Installation
.
2
Strata DK Installation and Maintenance manual , Chapt er 11–DK424 ACD
Step 1: Before You Start
Make Sure You Have Everything
Software (two 3.5” 1.44 MB disks)
♦
User guide
♦
Installation instructions
♦
Activation key that installs o n the parallel printer port
♦
Demo Disk
♦
The PC is customer-supplied and is not included in the kit.
Installation
5
Step 1: Before You Start —————————————————————————————————————————
Make Sure Your PC Meets the CCV’s Requirements
Toshiba recommends installing the Call Center Viewer application on ACD Supervisor’s PCs.
The host PC does not have to be dedicated to this application, since the Call Center Viewer
application was designed for multi-tasking.
When the Call Center Viewer application connects to the Strata DK system, it functions as a
machine-to-machine interface, constantly updating call center data. The Call Center Viewer
application should be installed on a PC with the following minimum requirements:
♦ Microsoft Windows 95
♦ IBM-compatible PC with 100MHz Pentium processor
♦ 16MB of RAM
♦ Hard drive with 10MB of available space
♦ One available serial communication port; two if Wall Boards are used
♦ VGA color monitor
♦ Mouse
Increasing the PC’s processor speed and adding RAM will improve the host PC’s
performance; therefore, boosting the performance of the Call Center Viewer application.
Each copy of the Call Center Viewer application functions independently from other
connections, enabling each Group Supervisor to view real-time data associated with his/her
particular Group.
6
Call Center Viewer
——————————————————————————————— Step 2: Install the Software Protection Device
Call Center Viewer
2220
Step 2: Install the Software Protection Device
1. Remove the printer cab le, if
present.
2. Install the green Software
Protection Device onto the
parallel port of your PC.
This device also e nables Wall Board connection s.
“Wall Boards” for insta llation instructions.
3. Reconnect printer cable, if it
was removed in step one.
The green software prote ction de vice will not int erfere
with your printing process.
Step 3: Install the Call Center Viewer Program
1. Insert the Call Center Viewer
Program Disk 1 into your
floppy disk drive.
2. Select the Windows 95 Start
button, then select Settings,
then Control Panel.
See
Installation
2227
7
Step 3: Install the Cal l Center Viewer Program ———————————————————————————————
3. From the Control Panel
window, select Add/Remove
Programs.
2224
4. From the Add/Remove
Program Properties dialog
box, click Install.
5. Click Next and follow the
prompts to finish installing
the program.
2200
8
Call Center Viewer
—————————————————————————————————————— Step 4: Set MIS Configuration
Step 4: Set MIS Configuration
1. Launch the Call Center
Viewer program b y cli cking
the Start button, Programs,
then Call Center Viewer
...or click the Configure
menu, then the MIS submenu.
2. From the Interface tab, select
the MIS port.
Note
When you first install the program with the
program disks, the MIS Configuration dialog
box automatically appears when the program
is launche d. (Afterward , use the Configure
menu to access it.)
The MIS port is the host PC serial communications
port assignment for connection to the Strata DK
System.
2113
Installation
9
Step 4: Set MIS Configuration ——————————————————————————————————————
3. Select the baud rate between
the Wall Board(s) and the
Make sure this setting matches the baud rate of the
Strata DK system MIS port.
host PC.
Use the highest available
speed that is s uppo rted by the
Strata DK system and Wall
Board(s).
COM port sp eed is affected
by the number and types of
peripheral devices (i.e.,
CAUTION!
If the baud rate (channel speed) is not
set high enough, the Strata DK system
MIS buffer may overf low, causing loss
of data to the Call Center Viewer
application. See the Strata DK
Installation and Maintenance Manual
for more information.
modems, TTY, SMDI)
running on the Strata DK
I/O port.
4. Set the MIS Parity. When you use the Strata DK system, the MIS Par ity is
permanently set to Even.
5. Set the MIS W ord Length. When you use the Stra ta DK sys tem, the Word Length
is permanently set to seven.
6. Select the Date/Time tab.
7. Select the Style for the Date
displayed within the
application, either alpha
numeric (June 10, 1997) or
numeric (6/10/97).
10
8. Select the Format (check for
24-hour fo rmat; no che ck for
12-hour format) and Style for
Time (with or without
seconds).
2111
Call Center Viewer
—————————————————————————————————————— Step 4: Set MIS Configuration
9. Select the MIS tab.
10. If you are configuring the
master PC, check the Request
Database Download box.
Do not check this box if you
are configuring slave PCs.
If MIS or SMIS is connected,
do not check this box.
2100
11. Always check the Use Check
Sum box if the Call Center
Viewer applicat ion connects
to the Strata DK system.
12. Use the arrows to select the
Channel Time Out.
Toshiba recomm ends setting
no less than 60 secs.
13. Select a Default Group to
display in the Title Bar
Display.
14. Select the number of minutes
to display Logged Out
Agents.
Important!
Only the master PC can communicate with
the Strata DK system.
Channel Time Out is the maximum time for idle
connection before the alarm turns on. The application
monitors the communication line between the Strata
DK system and the host PC. When the connection is
dropped, an alarm message displays on the host PC.
Note
There are no war ning messages when the M IS
dialog box is open.
For information on Title Bar Display, see Page 24.
Note
You cannot select a group if data is not being
collected (no activity).
Installation
15. Click OK. The MIS Configuration window closes and the full
Call Center Viewer screen is visible.
11
Using Demonstration Mode (Optional) ——————————————————————————————————
Using Demonstration Mode (Optional)
After you install the s oftw ar e from the pr ogram di sks, y ou can use th e Demon strati on Mode t o
familiarize yourself with the Call Center Viewer features, such as sending custom messages to
a Spectrum Wall Board. Any changes made while operating in Demonstration Mode are
discarded when the application is shut down.
➤ To run the Call Center Vi ewer in the Demonstration Mode
1. Remove the Softwa re
Protection Device connected
to the host PC’s printer port.
2. Make sure the software has
been installed and the MIS
configurat ion has been se t per
the following:
“Step 3: Install the Call
Center Viewer Program” on
Page 7 and “Step 4: Set MIS
Configuration” on Page 9.
3. Launch the Call Center
Viewer program b y cli cking
the Start button. From the
menus, select Programs, then
Call Center Viewer.
4. Click Yes.
Important!
Removing the Software Protection
Device clears all entered information
and the settings will revert to default
data. For this reason, Toshiba highly
recommends that if you want to run
Demo mode, that you do so before
setting up the application in a work
environment.
2110
12
5. When you are done, select
File, then Exit.
Call Center Viewer
——————————————————————————————————————————— Program Removal
6. Reminder: Reattach the
software protection device(s)
before you launch the
program. (See “Step 2: Instal l
the Software Protection
Device”.)
Program Removal
When you are not using the Call Center Viewer, you can minimize it or exit from the File
menu. However, if you need to remove the Call Center Viewer application from the host PC,
use the following instructions.
➤ To uninstall the Call Center Viewer
1. Shut down the program.
2. Click the Windows 95 Start button. From
the menus, select Settings, Control Panel,
and Add-Remove Programs.
Installation
13
Program Removal ———————————————————————————————————————————
3. From the list of installed software
programs, select Call Center Viewer, then
click Add/Remove.
4. Click the Yes to Confirm File Deletion.
5. From the Uninstall Shield dialog box,
click OK.
6. Remove the green software protection
device key.
2130
14
Call Center Viewer
TOC Hypertext
IIndex Hyper-
text
Operation
This chapter covers the following topics:
Groups
♦
ACD Groups
♦
Alarm Configuration
♦
Agents
♦
Sorting in List View
♦
View Menu
♦
File Menu
♦
Once the MIS system is configured, organizing the ACD Groups and Agents is your next
logical task. This chapter includes instructions on customizing Groups’ and Agents’ names,
sorting information, setting alarm sounds and triggers, selecting screen colors, and printing
displays.
3
Operation
Important!
With a slave/host configuration, it is preferable to boot up the slave computers
before
the host computer, so that Agent information is immediately available
when the host is turned on. If the slave PC is turned on after the host PC, Agents
will be recognized after a change in state for each individual Agent.
15
Groups ————————————————————————————————————————————————
Groups
List and Tree Views
The List View shows the names and statuses of all ACD Groups with reported activity (since
the time that the Call Center Viewer application was launched). Or, you can open a Group
Object in Tree View and select an individual group to see the List View of a single ACD
Group.
An example of a Group List View is shown below:
Hide or Open Objects in Tree View
➤ Double click on the object
...or select the minus/plus symbols ( -/+ ) of the object icon (folder)
...or select the object and press the minus/plus keys ( -/+) on the keyboard.
Moving from object to object
Click on an object, then use the up/down arrow keys, or page up/down keys.
Moving from Object to Object
➤ Click on an object, then use the up/down arrow keys, or page up/down keys.
16
2098
Call Center Viewer
—————————————————————————————————————————————— ACD Groups
ACD Groups
There are two parts to creating an ACD Group. First, a name should be assigned. Second,
Alarm thresholds should be set for each group.
The Strata DK system organizes ACD Groups by number and does not support Group names.
Default group names are “Group,” plus the number reported by the Strata DK system (i.e.,
Group01). W ith the Call Center V ie wer appl ication, you can cha nge group names to some thing
more definitive, such as “Customer Service.” You can also sort the Name column.
The Group Number reported by the Strata DK system displays in the Call Center Viewer for
reference purposes only. The group number cannot be changed in the Call Center Viewer
application.
Step 1: Assign or Change an ACD Group Name
1. From the Main Menu, select Configure,
Groups, then select a group
...or from the Tree view, click on the
Groups icon, then double-click on the
group in the List View.
Operation
2423
2. Enter an ACD Group name. Click OK.
2104
17
ACD Groups ——————————————————————————————————————————————
Organizing Names for Sorting
You can add a prefix to names such as A, B, C, East, or West to organize and sort them into
Groups. You can arrange them by work shifts or regional responsibilities.
If a particular Group or Agent needs special attention during training or work reviews, assign
the prefix “1 ” to t he name. This place s that name at the top of the li st du ring a n ascen ding so rt.
For instructions on sorting, see “Sorting in List View” on Page 23.
Step 2: Set the ACD Group Alarm
The alarm tab enables y ou t o set alarm threshold infor mati on for each ACD Gr oup. The alarm
values set here will apply to the ACD Group on the corresponding ACD Group tab.
The alarm acti v ates when an alar m v alue e xceed s the Grou p’s current alarm threshold. You can
change the alarm’s color, make the screen s flash, et c., from this t ab . For audi ble alarm sett ings,
see “Alarm Configuration” on Page 20.
There are three alarm categories for ACD each group:
♦ Calls-In-Queue
♦ Longest-Call-Waiting
♦ Unavailable-Agents
There are two diff erent dialog boxes which affect alarm settings. Alarm thresholds for ACD
Groups is set from the tab accessed from the ACD Groups dialog box; alarm configuration is
accessed from the Configure menu.
➤
To set an Alarm for an ACD Group
1. From the Main Menu, select
Configure, Groups. Select a
Group
...or from the List View , select
an ACD Group, then doubleclick on the Group’s Name.
18
2423
Call Center Viewer
—————————————————————————————————————————————— ACD Groups
2. From the ACD Groups dialog
box, select the Alarm tab.
3. From the Alarm dialog box,
set the desired values.
2101
Each Alarm displays its threshold. To activate an
Alarm, a value must exceed the group’s Alarm value
setting.
4. (Optional) click Color. From
the Color dialog box, select a
new color, then click OK.
5. From the Alarm dialog box,
click OK.
Operation
19
Alarm Configuration ——————————————————————————————————————————
Alarm Configuration
You can set the alarm characteristics and assign the alarm to all Groups or only to the default
Group from the Alarm Configuration dialog box.
To configure the Alarm
1. From the Main Menu, select
Configure, then Alarm.
2424
2. Select Wave and a .WAV (sound) file
or...select Speaker.
3. Check the options that you want.
4. Click OK.
20
2206
Call Center Viewer
———————————————————————————————————————————————— Agents
Agents
The List V ie w shows individual Agents and constantly updat es to display eac h Agent’s current
ACD State (s ee belo w). The Stat e timer be gins when an Agent cal l e vent change is rece i ved b y
the Call Center Viewer application. The State timer increments in one second intervals until
the next Agent call event.
List View
2097
Agent States
Agent States are determined by call events received from the Strata DK system (see below).
Operation
Agent States
Strata DK
Call Event
Log In Yes No No No No
Log Out No Yes No No No
Available Yes No Yes No No
Unavailable Yes No No Yes No
On PBX Call Yes No No No Yes
On Gate1 Call
In After Work Time Yes No No No Yes
1
Gate Call stands for ACD calls, which come into the system through the ACD gateway.
Note
Logged Out Agents displays for the d uration of the “Display Logged-Out-Agts for”
Logged In Logged-Out Available Unavailable Busy
Yes No No No Yes
control, which is located on the MIS tab of the Configure menu.
21
Agents ————————————————————————————————————————————————
Agent Names
Agent names that are initially programmed into the Strata DK system download to the Call
Center Viewer application’s database. The Strata DK system name field allows up to eight
characters, whereas the Call Center Viewer accepts up to 24 characters. With the Call Center
Viewer, you have the room to enter an Agent’s full name (i.e., Joseph Paul Baldwin).
Note
Under some conditions, Agents’ names are not received from the Strata DK system
(see “Step 4: Set MIS Configuration” on Page 9). If the names do not automatically
transfer to the database, the Call Center Viewer application displays “AgentXXXX”.
“XXXX” appears in place of the Agent ID number, assigned in the Strata DK system
programming.
You can enter Agent names from the Call Center Viewer application, instead of the Strata DK
system.
To change Agent’s names, you must select the Agent from the List View. This feature is not
available from the Main Menu level.
➤ To assign or change an Agent’s name
1. From the Tree View, doubleclick on the Groups icon to
list all Groups.
2. Double-click on the desired
Group.
3. Click on the A gents folder.
4. In the List View , dou ble-c lick
on the Agent’ s name to a ccess
that tab.
22
5. From the Agent dialog box,
enter a new name.
6. Click OK.
2211
The Call Center Viewer application no w onl y uses t his
name for the associated Agent ID.
Call Center Viewer
——————————————————————————————————————————— Sorting in List View
Notes
● See “Organizing Names for Sorting” on Page 18.
● Agent IDs (Agent’s log in codes) are entered/changed through programming in the Strata
DK system. The agent dialog box contains the Agent ID for reference.
Management Tips for Agent names
If you plan to use the Call Ce nter Viewer applicatio n to ch ange Agent name s, prog ram gene ric
Agent log-in codes and names in th e Strata DK. Example, you can use the A CD Grou p number
plus a two-digit Agent number (0105 = ACD Group 1, the fifth Agent). Strata DK Agent
names are “AGT” + “Log-In-Code” or AGT0105.
This convention eliminates the need to reprogram the Strata DK every time an Agent is hired
or leaves the company. All Agent names can then be customized from the Supervisor’s PC
with the Call Center Viewer application.
Sorting in List View
ACD Group and Agent data can be sorted in ascending or descending order (numerically or
alphabetically, whichever applies) from the List View.
➤
To sort Agent or Group data in list view
➤
Click on any column heading
in the List View.
Operation
Column Headings
2223
The sorting process alternates with each click. For
instance, if the names sorted in ascending order, the
next click sorts in descending order.
23
View Menu ——————————————————————————————————————————————
Notes
● The descending sort of the Groups’ Name column can be used to place Groups with the
most calls in queue or the longest hold times at the top of the screen. (Groups with zeros
appears at the bottom of the screen, i.e., Groups with no activity or calls in queue).
● A descending sort of the State column lists Unavailable Agents at the top. This helps you
to identify which Agents you can put back into service to handle a sudden increase in
queued calls.
View Menu
The View menu enables you to switch from the Main Menu display to the Title Bar display.
You can also set the Title Bar to display Always on Top.
Title Bar Display
You can display the Call Center Viewer in the form of a Titl e Bar to minimize the app licati on’s
foot print on the desktop (shown on the following page). The Title Bar View is a compact
display which enables you to monitor the default ACD Group while working in other
applications on the PC. (The default ACD Group is set from the MIS Configuration tab.)
➤
To display the Title Bar
➤
From the Main Screen, double-click the center of the Call
Center Viewer application title bar
...or from the View menu, select Title Bar Display.
24
2112
Call Center Viewer
—————————————————————————————————————————————— View Menu
The Title Bar labels, such as CW, are predefined and cannot be changed.
2121
Label Definition
CW
LCW
LOG
Avail
Unavail
Busy
Notes
Calls Waiting is the number of calls in a Group’s queue. CW updates when calls enter or
leave the queue.
Note
The alarm activates when a value equals or exceeds the Group’s alarm setting.
Longest Call Waiting displa ys the waiting time for the ol des t call in an ACD queue . LC W
updates when calls leave the associated ACD queue. See above Note.
Logged In Agents displays the total number of active Agents logged in to an ACD Group
since the start of the Call Center Viewer session.
Available Agents constantly updates to show the total number of idle and available
Agents.
Unavailable Agents displays the total number of unavailable Agents. Agents are
Unavailable when they press Unavailable on their ACD telephone. This column updates
when individual Agents’ Available/Unavailable status changes.
continually updates to s how the total number of Agents who are consi dered Busy, with
any of the following activities:
On an ACD call
♦
On a PBX call
♦
In After Call Work Time (wrap-up time)
♦
Entering a Work Unit
♦
Operation
● The ACD Grou p shown is set in the Def ault Gr oup set ting. Se lect MIS conf i gurat ion, MIS
tab, to change the Group.
● The Title Bar Display may also be placed at the bottom of the open application.
25
View Menu ——————————————————————————————————————————————
Always On Top
This menu item places the Call Center Viewer application as the top-most window on the
desktop. If you open other windows, the Call Center Viewer window will be in front of the
other windows.
You can use the Title Bar View with Always On Top. When both of these options are selected,
you can move the Title Bar anywhere on your screen. This enables you to view the Title Bar
while working in another application. The screen print below shows the Title Bar being
displayed at the same time as a Microsoft Word file.
➤ To activate/deactivate Always On Top
From the View menu, select Always On Top
➤
(toggles).
2431
Note
Always on Top does not mean the Title Bar will be at the top of your screen; it
means that the Title Bar will be on the top layer (in front of) whatever
application you are working on. (Example shown below.)
26
2120
Call Center Viewer
—————————————————————————————————————————————— Help Menu
Button View
The button view is a convenient way to view ACD group status while working in other PC
software applications. When you highlight the Call Center Viewer button View, a summary
version of the ACD Title Bar pops up just above the Windows taskbar (see following figure.
Button view shows the number of calls in queue and the longest call waiting.
➤ To access the ACD information in Button View
1. From the View menu, turn Always On Top OFF.
2. From the View menu, select Title Bar Display.
3. Open or select another application to place the Title Bar in the background.
4. Use the mouse to point to the Call Center Viewer application button on the Windows 95
taskbar, at the bottom of your screen. (You may need to move the mouse pointer around
the button).
2426
Help Menu
The Call Center Viewer comes with on-line help. The Help section has an Index tab which
contains Topics. It also has a Find tab, which contains the Find Setup Wizard for quick topic
searches.
➤ To access on-line Help
From the Main Menu, select Help, Help Topics.
➤
...or press the
Operation
F1 key while in the Call Center Viewer application.
27
File Menu ———————————————————————————————————————————————
File Menu
Print Font
The Print Font dialo g screen enab les you to sel ect a font f rom the v arious , styles, sizes , ef fects,
and colors available in the host PC. The font selected here is used for the Agent List printout.
➤ To select a print font
1. From the Main Menu, select File.
2. From the File menu, select Print
Font.
2214
3. Select the Font, style, size, etc.
4. Click OK.
28
2127
You can print lists based on the currently displayed List Views of Groups or Agents. Use the
Agent ID (i.e., 0101) as a cross-reference when comparing the Agent List print out to actual
Strata DK system programming. An example follows.
Call Center Viewer
——————————————————————————————————————————————— File Menu
2118
➤ To Print ACD Call Center Viewer Statistics
1. From the Main Menu, select File, then Print.
2. Click OK.
Print Preview
Enables you to preview the font style and size of the printout for all defined Groups and their
associated Agents with this menu item.
Print Setup
Enables you to call up the host PC’s printer properties sheet with this menu item. The P rint
Setup enables you to configure printers within the Windows environment.
Exit
Enables you to exit (shut down) the Call Center Viewer application. Shutting down the Call
Center Viewer application ends your communication with the Strata DK system.
To Exit the Call Center Viewer, from the Main Menu, select File, then Exit.
➤
Operation
29
File Menu ———————————————————————————————————————————————
30
Call Center Viewer
TOC Hypertext
IIndex Hyper-
text
Wall Boards
This chapter assumes that the physical Wall Board has been installed per instructions in the
Strata DK Installation and Maintenance Manual, Chapter 11–DK424 ACD Installation.
Important!
Once the board(s) ar e mounted , you can us e the ACD Call Center Viewer to change sett ings or
send messages to the boards. If you are installing a Wa ll Board, you need to configure it first.
From the Reader Boards submenu, you can:
Configure a New Wall Board
♦
Adjust the communications settings between the host PC and the Wall Boards
♦
The term “Wall Board” refers specifically to the physical Wall Board. Only
Spectrum brand Wall Boar ds c an be used. In the Call Center Viewer application,
“Reader Board” is used in place of “Wall Board.”
4
Wall Boards
Delete an existi ng Wall Board
♦
31
New Wall Boards ————————————————————————————————————————————
New Wall Boards
Step 1: Set the Wall Board Configuration
If you are adding Wall Boards, you must configure a second PC communi ca ti on port. The first
port was set up to enable the Call Center Viewer to communicate with the MIS connected to
the Strata DK System. That was performed in Installation, “Step 4: Set MIS Configuration”.
Now, you must configure the second port to enable communication between the host PC and
the Wall Boards.
The Settings option e nables you to matc h the physica l settin gs for the commun ication int erface
between the Wall Boards and the host PC.
➤ To configure the Wall Board
1. From the Configure menu,
select Reader Boards.
2. From Reader Boards
submenu, select Settings.
32
3. From the Wallboard
Configuration dia log box,
select the Wall Board (WB)
communication port on the
host PC that is connected to
the Wall Board(s).
4. Select the baud rate between
the Wall Board(s) and the
host PC.
Use the highest available
speed that is s uppo rted by the
Strata DK system and Wall
Board(s).
Note
2117
2129
Make sure that the settings match those of the
host PC.
Call Center Viewer
———————————————————————————————————————————— New Wall Boards
5. Set the WB Parity to Even.
6. Set the WB Word Length to 7
bits.
7. Click OK when done.
Step 2: Configure the Wall Board
When you add a Wall Board to the application, you need to enter general information, such as
its address (location), type, and display speed. You also need to assign Groups to the Wall
Board. And you can choose Agent and Call Labels in the process.
➤ To assign a new Reader Board to a Group
1. From the Configure menu,
select Reader Boards.
2. From Reader Boards
submenu, select New.
Wall Boards
2117
3. From the Reader Board
dialog box, select t he General
tab.
4. From the General Tab, enter a
new Wall Board Name or use
the default. (Default includes
the ID number. i.e.,
ReaderBoard2.)
2106
33
New Wall Boards ————————————————————————————————————————————
5. In the ID box, enter the
Identification (logical
address).
All Wall Boards with the
same ID will recei ve the same
messages.
6. In the Type box, enter the
Wall Board model, such as
Spectrum model 215R Red
LED.
7. In the Speed box, enter the
message display speed.
8. In the Locatio n box , ent er the
Wall Board’s physical
location, such as West Wall or
East Wall.
9. Check the Date & Time box
to activate this display.
10. Select the Agent Labels tab.
All data se nt to the Wall Boards contains the address
in a header.
Note
The Call Center Viewer allows up to 16
addresses; however, the Spectrum Wall
Boards can have duplicate addresses. This
increases the number of Wall Boards that can
be installed.
34
♦ Choose Abbreviated or
Formal Labels
♦ Select specif ic labels
from the drop-down
boxes.
2107
Call Center Viewer
———————————————————————————————————————————— New Wall Boards
11. Select the Call Labels ta b.
♦ Choose Abbreviated or
Formal Labels.
♦ Select specif ic labels
from the drop-down
boxes.
2209
12. Select the ACD Groups tab.
13. Select the Groups to be
displayed on the Wall Board.
Move them from the
Available list to the Member
list by:
Wall Boards
Double clicking on a Group
...or selecting a Group and
clicking the arrow keys.
14. In the Duration box, select the
amount of time in-between
each group’s message.
15. In the Delimiter box, indicate
any characters that will be
used to mark the end of one
message and the be ginni ng of
another.
16. When you are done with all of
the tabs, cl ick OK.
Note
2108
More than one group can be assigned as a
Member to one Wall Board. All of the
Available Groups can be display Members.
35
New Wall Boards ————————————————————————————————————————————
Removing Groups from the Message List
1. From the Configure menu, select Reader Boards.
2. From Reader Boards submenu, select New.
3. Select the ACD Groups tab.
4. Double-click o n a Grou p or us e t he arrow ke ys t o move them back to the Available List .
5. Click OK.
Changing the Reader Board Settings
1. From the Configure menu, select
Reader Boards.
2. From Reader Boards submenu,
select the name of the Reader Board
to be changed (i.e., Tech Support1).
36
2225
3. From the Reader Board dialog box,
select the appropriate tab, and make
changes.
4. Click OK when you have completed
all change s.
2106
Call Center Viewer
——————————————————————————————————————————————— Messages
Deleting Reader Boards
1. From the Main S creen, double -click the Reade r Boards icon in t he Tree Vie w to di splay
the List View.
2. Select the Reader Board to be deleted from the List View.
3. From the Configure menu, select Reader Boards, then select Delete from the submenu.
4. Click Yes to delete the Reader Board.
Messages
You can send custom messages from the Call Center Viewer application to an individual
Group’s Wa ll Board or to all Wall Boards. When a custom message displays, all ACD
information displaying on the Wall Board suspends for the custom message’s duration.
All custom messages are sent from the host PC that is connected to the Wall Board. If custom
messaging will be used frequently, or by more than one Supervisor, Toshiba recommends
configuring each Supervisor’s PC as a host terminal.
➤ To write and send a message
1. From the Configure menu,
select Messages.
2213
Wall Boards
37
Messages ———————————————————————————————————————————————
2. From the Messages ta b, select
New to write a message.
2208
3. From the Message dialog
box, enter in the ID box, a
short title to identify the
message, such as “Good
Job!” for “We met the budget!
Good Job!”
38
4. Enter the amount of message
display time, in seconds.
5. Enter the message to be
displayed.
6. Click OK.
2099
All ACD information on the Wall Board suspends
during the custom message.
Call Center Viewer
——————————————————————————————————————————————— Messages
7. From the User Defined
Messages dialog box, select
the Wall Board(s) to display
the message.
8. Select the message to be sent.
2114
9. To send the message to the
selected Reader Board(s), or
all Reader Boards with the
same Identifier address, click
Send
...or to display create new
messages, click New
...or to eliminate the selected
message Identifier and the
associated message, click
Delete
Wall Boards
...or to change messages,
click Edit or double-click on
the message.
10. Click OK. The message is sent to the appropriate Wall Boards.
39
Messages ———————————————————————————————————————————————
40
Call Center Viewer
Index
A
agent names
agents
,
alarm
always on top
avail
18
,
configure attributes
configure for a group
25
,
21
22
,
, 26,
B
busy
button view
,
25
,
27
C
custom messages
CW (calls waiting)
, 3,
D
demonstration mode
E
exit
29
,
,
27
,
25
37
12
,
20
,
18
F
file menu
print font
,
28
,
28
G
groups
,
17
H
hardware configuration
help menu
,
27
,
15
L
LCW (longest call waiting)
list view
LOG (logged in agents)
,
groups
2
16
,
,
M
main menu
message
,
,
37
2
P
print
, 28,
29
25
,
25
Index
41
R
reader boards
add or configure
delete
settings
remove program
requirements
,
37
,
,
,
31
32
,
6
S
software installation
sorting
status bar
23
,
organizing
3
,
,
18
T
tabs
ACD groups
agent labels
alarm
,
call labels
date/time
messages
title bar display
tree view
, 2,
19
,
,
,
16
,
35
10
37
,
,
34
27
13
35
,
,
33
7
W
wall boards
configuration
custom messages
messages
wave file
,
20
, 3,
,
37
31
,
32
,
37
U
unavail
user defined messages
,
25
V
view
list agents
list groups
tree
42
,
21
,
16
,
2
,
39
Index
Loading...