Telecommunication Systems Division
August 1997
Digital Business Telephone Systems
Call Center Viewer
User Guide
Publication Information Toshiba America Information Systems, Inc ., Telecommunication
Systems Division, reserves the right, without prior no tice, to revise
this information pu bli c ation for any reason, incl udi ng , but not limited
to, utiliza tion of new advances in the state of technical arts or to
simply change the design of t his document.
Further, T oshiba America Informat io n Systems, Inc.,
Telecommunication Systems Division, also reserves the right, without
prior notice, to make such ch anges in equipment design or
components as engin ee ring or manufacturin g me th ods may warrant.
V ersion A, August 1997
© Copyright 1997
T oshiba America Inf ormation Systems, Inc.
T elecommunication Systems Div ision
All rights reserved. No part of this ma nual, covered by the copyrigh ts
hereon, may be r eproduced in a ny form or by any mean s—graphic,
electronic, or mechani ca l , including recording, ta pi ng, pho tocopying,
or information re trieval systems—without express writte n permission
of the publisher of this mat er ia l.
Strata is a regi stered trad emark and Call Center Viewer is a tradem ark
of Toshiba America Information Systems, Inc.
Trademar ks , re gistered tra demar ks, a n d s ervi ce ma rks ar e th e pr ope rty
of their respective owners.
i
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 – Installat ion
Step 1: Before You Start .............................................................. ...........................................................5
Make Sure You Have Everything ................................ ............................................................... .....5
Make Sure Your PC Meets the CCV’s Require ments ................................................................ .....6
Step 2: Install the Software P rotection Device ......................................................................... ......... .....7
Step 3: Install the Call Cente r Viewer Program ....................................................................... ..............7
Step 4: Set MIS Configuration ........................................................................................ .......................9
Using Demonstration Mode (Optional) .................................................................. ......... ................ .....12
Program Removal ................................................................................................... ..............................13
ii
Call Center Viewer
Chapter 3 – Operation
Groups ............................................. ............................................................... .......................................16
List and Tree Views ................................... ........................................................................ ............16
ACD Groups .................................................................................................. .......................................17
Step 1: Assign or Change an ACD Gro up 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 Con figuration ...................................... ................................................32
Step 2: Configure the Wall Boar d .................................................................... .......................... ....33
Removing Groups from the Message List .............................................. .......................................36
Changing the Reader Board Settings ............................................................... ..............................36
Deleting Reader Boards ................................................................. ................................................37
Messages ......................................... ............................................................... .......................................37
Introduction iii
Introduction
This guide provid es instructions for ope rating the Call Center V iewer™ application for
Microsoft® W indows® 95. The Call Cent er V iewer runs on an IBM-compatib le PC and
provides Automa tic Call Distribut ion (ACD) group and agent status informat ion.
This guide is written assu ming that you are familiar wit h operating a PC, mouse, and Windows
software.
Organization This guide is di vided as follo ws:
♦ Chapter 1—Grand T our
provides an overview of the Call Center V iewer application. I t
explains the various viewing options and how to acc ess information from the Mai n
Window .
♦ Chapter 2—Installatio n
provides hardware and so ftware installation inst ructions.
♦ Chapter 3— Operation
explains how to customize Group and Agent information, s et
alarms, sort data, and expand or summarize viewing opt ions. This chapter contai ns all of
the operati onal instru c tions for us ing the softw are.
♦ Chapter 4—W all Boards
explains how to use t he Call Center V iewer to configure t he
Spectrum W all Board. Also included are instruct ions for sending messages t o W all
Boards.
How to Use Th is Guide W e suggest that you read this entire guid e and get acquainted with t he on-line help screens,
described in Chapter 1—The Grand T our.
Conve ntions ——————————————————————————————————————————————
iv
Call Center Viewer
Con ventions CAUTION!
Advises you that ha rdwar e, soft ware applications, o r data could be damaged
if the instructions are not foll owed closely .
Note
Elaborates specif ic items or references other information.
Important!
Calls attention to i mportant instructions or inf ormation.
Courier letters represent keyboard ke ys or entries from a ke yboard.
Times Roman words that are cap italized represent a s pecific dialog box b utton. For
example: Transfer button .
“Click” means to press and then release the mouse b utton without moving the
mouse.
➤
denotes the step in a one-step procedure.
~
means “through”. F or example: 5~10.
T ab in this document re fers to the title o f an on-screen card. When yo u
click on a tab on scre en, that card is brought to t he front of the stack
for viewi ng and editing purposes.
➤
The left column gi ve s
you the single or
numbered steps you
need to perform a
procedure. These
steps apply to both
mouse or keyb oard
use.
The right column gi ves the immediate response to your
action. This column also includes additional note s and
comments.
—————————————————————————————————————————— Related Documents
Introduction
v
Related Documents The follo wing documents can be refer enced for additional information:
♦
Strata DK424 Call Center Soluti ons General Description
provides a system o verview ,
including hardware and feature information. Highlights the technolog y employed in
operating the A CD Strata DK424 system.
♦
Strata DK A CD Agent Guide
describes the A CD Agent feature operat ion along with
step-by-st ep procedures for using fe atures.
♦
Strata DK A CD Supervisor Guide
provides inst ruction on how to use the ACD
supervisor feat ures.
♦
Strata DK Installation and Maint enance Manual
, Chapter 11—DK424 A CD
Installation.
♦
Strata DK Programming Manual
, Chapter 6—Automatic Call Dis tribution.
Grand T our
1
TOC Hypertext
IIndex Hyper-
text
Grand T our
1
This chapter pro vides an over view of the Call Center Vie wer application. It includes basic
requirements, a vailable A CD information, and explains the main menu and viewing opti ons.
Overview The Call Center V iewer application connec ts directly to the Strata DK or to other Call Center
V iewer applicat ions, such as an A CD Management Information Sys tem (MIS) or T oshiba’s
Software MIS (SMIS). When us ed with a SMIS or MIS, the Call Center Vie wer application
provides cos t-effecti ve, incremental gro wth.
The Call Center V iewer organizes a nd displays ev ents reported by th e Strata DK MIS port. It
provides mu ch of the display infor mation offere d by ACD/ MIS supervisor monitor s, but it
works on a PC. Call Ce nter Vi ewer enables A CD supervisors to see the follow ing:
♦
Number of Calls in Queue
♦
Number of Agents A vailable
♦
Number of Agents Busy
♦
Number of Agents Logged-In
♦
Number of Agents Unav ailable
♦
Individual Ag ent States and State T imes
♦
Longest Call W aiting
♦
Strata DK Date/T ime
♦
W all 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
W all Board.
Main Window —————————————————————————————————————————————
2
Call Center Viewer
Main Window When the Call Center V iewer application st arts, the Main windo w displays as sho wn below .
Main Menu Submenus for each item o n t he Main Menu provide a cce ss to file managemen t, various vie ws,
configuratio n windows, and the o n-line Help.
T ree View When the Call Center V iewer application st arts, the objects are di splayed in Tre e Vi ew ,
including A CD Groups, Agents, and Reader Boards.
List View The List V iew has a variety of fe atures. Y ou can:
♦ V iew call e vents updates r eported by the Strata DK s ystem
♦ Sort the List V iews
♦ Customize names (Groups, Agen ts, and Reader Boards)
When the Call Center V iewer application l aunches, both Tre e and List V iews are bl ank.
Depending on the Strata DK system connection type (moni tor or direct) the List V iews will
begin displayin g data as call ev ents occur or when a dat abase download is r eceived. The Cal l
Center V iewer appl icat ion ca n only r equest a dat abase do wnload when it is connected directly .
Main Menu
Tr e e V i e w
List View
Status Bar
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—————————————————————————————————————————————— Wall Boards Grand T our
3
In the Monitor connect ion, the Call Center V iewer application depend s on the system that is
connected directly to the Strata DK MIS port to reque st a database do wnload.
Notes
● Depending on the Strata DK system and ACD t raffic le vels, the cal l event data can be put
into a buf fer . When Strata DK system b uffers the data , real-time displays of the Call
Center V iewer appl ication may appear slightly delayed.
● The Call Center V iewer information is immedi ately updated when it rece ives call e vent
data from the Stra ta DK system MIS port.
Status Bar The Status Bar is at t he bottom of the application w ork space. The left side shows conte xt
sensitive informatio n; the right side displays the date and time fr om the Strata D K system.
The date and time shown on the Status Bar is set from Str a ta DK system . If the Strata DK
system date/time is i ncorrect, there are no adv erse effects to the Call Center V iewer. Y ou can
set the date/time of the Strata DK from port 000 (nor mally station 100 or 200), an Attendant
Console, or from a TTY term inal. See the Strata DK Admi nistrator or refer to th e Strata DK
Installation and Main tenance Manual for more info rmation.
W all Boar ds
The Call Center V iewer application supports Spe ctrum W all Boards. The Call Center V iewer
application supports a W all Board network which can displa y Group data to e v ery acti v e ACD
group. Y ou can assign one Grou p to a W all Board or you can as sign se v eral Groups to t he same
W all Board. Each W all Board can be controll ed individually with the same information as
another W all Board, or with differ ent information. This enables each W all Board to recei ve
status information for individual or multiple ACD Gro ups.
Custom Messages Y ou can send custom messages from the Call Center V iewer appl ication to indi vidual W all
Boards, Groups of W all Boards, or to all W all Boards. Custom messaging can be used to send
motivational messages ( i.e., “Congrat ulations We Made the Numbers”) or for informin g a n
ACD group of current priorities (i .e., “Meeting at 2:00”). Al l other messages, includin g ACD
information, suspend f or the duration of a cust om message.
Custom Messag es ———————————————————————————————————————————
4
Call Center Viewer
Installation
5
TOC Hypertext
IIndex Hyper-
text
Installation
2
This chapter includes:
♦
Hardware conf iguration, with multip le host and slav e PCs, as well as SMIS/MIS
connections
♦
Instructions on ho w to install the Cal l Center V iewer and opt ional W all Boards
♦
Use of Demonstration Mode, a software tut orial for firs t-time users
♦
Program Remov al
This chapter exp lains how to insta ll the Call Center V iewer application. The inst ructions in
chapter assume that the Call Cent er V iewer hardware has been alr eady been conf igu red per the
instructio ns in the
Strata DK Installation and Maintenance manual , Chapt er 11–DK424 A CD
Installation
.
Step 1: Before Y ou Start Make Sure Y ou Have Everything ♦
Software (two 3.5 ” 1.44 MB disks)
♦
User guide
♦
Installation instructions
♦
Activation key that installs o n the parallel p rinter port
♦
Demo Disk
The PC is customer -supplied and is not incl uded in the kit.
Step 1: Before Y ou Star t —————————————————————————————————————————
6
Call Center Viewer
Make Sure Y our PC Meets the CCV’s Requirements T oshiba recommends installing the Cal l Center V iewer appli cation on A CD Supervisor’ s PCs.
The host PC does not ha ve to be dedicat ed to this application, since the Call Center V iewer
application was de signed for multi-taskin g.
When the Call Center V iewer application co nnects to the Strata DK syst em, it functions as a
machine-to-machine interface, constantly u pdating call center dat a. The Call Center V iewer
application should b e installed on a PC with the fol lowing minimum requir ements:
♦ Microsoft Windows 95
♦ IBM-compatible PC with 100MHz Penti um processor
♦ 16MB of RAM
♦ Hard driv e with 10MB of av ailable space
♦ One av ailable serial communicati on port; two if W all Boards are used
♦ VGA color m onitor
♦ Mouse
Increasing the PC’ s processor speed and adding RAM wi ll improve the hos t PC’s
performance; theref ore, boosting the performan ce of the Call Center V iewer application.
Each copy of the Ca ll Center V iewer applic ation functions independe ntly from other
connections, enablin g each Group Supervisor to vie w real-time data associated with his/her
particular Group.
——————————————————————————————— Step 2: Ins tall the Software Protec tion Device
Installation
7
Step 2: Install the Software Pr otection Device Step 3: Install the Call Center Vie wer Program 1. Remove the printer cab le , if
present.
2. Install the green Softw are
Protection De vice onto the
parallel port of yo ur PC.
This device also e nables W all Board connection s.
See
“W all Boards” for insta l lation instr uctions.
3. Reconnect print er cable, if it
was remov ed in step one.
The green software prote ction de vice will not int erfere
with your printing pro cess.
1. Insert the Cal l Center V iewer
Program Disk 1 into your
floppy disk dri ve.
2227
2. Select the W indows 95 Start
button, then se lect Settings,
then Control P anel.
Step 3: Inst all the Cal l C enter Viewer Progra m ————— ——————————————————————————
8
Call Center Viewer
3. From the Control P anel
window , select Add/Remove
Programs.
2224
4. From the Add/Remov e
Program Properties dialog
box, click Install.
5. Click Next and follow the
prompts to fini sh installing
the program.
2200