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BUSINESS
TELEPHONE
SOLUTIONS
Digital Business Telephone Systems
inView
Quick Reference Guide
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
9740 Irvine Boulevard, Irvine, CA 92618-1697
http://telecom.toshiba.com
D42-QR-INVIEWVA
4010357
Version A, May 1999
Introduction
This guide describes how to use th e inView LAN
application.
Instructions for customizing the PC-wallboard
displays and status displays are also covered.
This guide is written assuming that you are
familiar with operating a PC, mouse, and
software.
Related Documents
Refer to the following documents for more
information:
♦ Call Center Solutions
♦ Insight DK Supervisor Guide
♦ Insight DK Installation Guide
♦ Strata DK424 Ins ight DK CD-ROM
Overview
The inView Local Area Network (LAN)
application displays performance information
and agent/extension status on your PC monitor.
You can select the performance parameters and
agent groups to monitor. You can also send text
messages to any inView display or group of
displays.
The inView application works in conjunction
with the Strata DK Insight and Insight DK Plus
ACD MIS application. Refer to the section titled
“Related Documents” for more information.
inView product is a Microsoft® Windows®-
based product that can show two different types
of displays:
♦ LAN Wallboard view shows agent group
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Quick Reference Guide
statistics in large character format (see
following figure). This Wallboard has four
general call center parameters – Calls in
Queue, Longest Wait T ime, Number o f Calls
Answered and Abandoned. Two personal
call center parameters – Call Answered and
Grade of Service – have background colors
for labels. This allows agents to quickly see
how their performances compare with that of
the overall call center.
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Buttons
Status Bar
Device Group Statistics
♦
The inView LAN PC displays are different
from wallboards, which ar e physical di splay
boards. The Insight DK application also
supports physical wallboards (see the Insight
DK Supervisor Guide for details).
Both the LAN Wallboard view and status
displays ca n be customized with window
tools such as “click and drag,” toggle buttons
and a tool bar. Each time a window opens, it
defaults to the last saved display and
configuration used by the login name.
inView LAN displays can be shown as long
names:
Agent Statistics
3933
Parameters
2
Parameters
...or by short names:
Parameters
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Quick Reference Guide
The inView LAN display also includes an
internal messaging system. This enables inView
users to send messages to each other, either
directly or via agent names.
Starting inView
All users are required to log in to the system in
order to ensure system security. The inView LAN
Wallboard personalized client configurations can
to be saved for use by different users on the same
PC. This means a user has the ability to log on at
another user’s PC and go automatically to a preset client configuration based o n the user
➤To Log In and Start inView
1. From the Windows Start button, select
Programs, Insight DK for Toshiba US, then
inView LAN Wallboard
...or locate and double-click on the inView
LAN Wallboard icon.
2. Enter your user name and the inView
password (if required), click OK.
Wallboard Display
➤Adding or Changing Parameters to the
Wallboard
1. From the wallboard Edit Menu,
select Edit Mode
...or press the Edit Mode icon on the
application toolbar.
2. From the Edit menu, select Add
Parameter Window
...or click on the Add Parameter
Window icon
...or right-click on the Parameter
Window to edit.
3. From the Properties for the
Parameter Window, you can:
♦ Select the Device Type from the
dropdown listbox, such as Line,
Extension, or DID group.
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♦ Select the Device Name from the
dropdown list. The names are defined
by the System Administrator.
♦ Select the Parameter to display from
the dropdown listbox.
♦ The default label appears in the Label
Text. Enter a new name in this box to
change the label.
4. Click OK.
➤Removing a Wallboard Parameter
1. Select Edit Mode from the Edit menu
...or press the Edit Mode icon from
the application toolbar
2. Select the parameter to be removed.
3. From the Edit menu, select Delete
Parameter
...or click Delete Parameter button.
Status Display
➤To View the Status Display
➤From the menu, select View, Agent
Status
...or click on the Agent Status icon.
➤From the Status Display, you can
select from the dropdown lists:
♦ group type (Agent or Extension)
♦ group
➤To Customize the Status Display
1. From the menu, select View, Agent
Status
...or click on the Agent Status icon
...or while in the Status View screen,
right-click the mouse button over the
display to open the Properties dialog
for the Status View.
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2. From the Properties for the Status
View, you can:
♦ Select the Long or Short Name
Format
♦ Change font of the Status View
3. Click OK.
Pop-up on Message
If the inView client application is in the
Wallboard V i ew and the application has been
minimized or put to the background, and an
alarm threshold has been exceeded, then the
inView LAN Wallboard is brought to the
foreground if Pop-up on Message is ON. Any
work in progress in another application, e.g. wor d
processing is not interrupted.
Note
Alarms are set by the MIS
Administrator.
➤ From the View menu, select Popup Alarm.
Always-on-top Option
The user can specify that the inView LAN client
application always remains on top of all other
application windows, even when other
applications are being used
this feature is ON.
. A check indicates
➤ From the View menu, select Always on Top.
Status Bar
The status bar provide s descriptions of some
icons or shows current state of the applications.
➤ From the View menu, select Status Bar.
Toolbar
The toolbar provides icons that perform the same
functions as selecting menu items.
➤ From the View menu, select Toolbar.
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5
Parameters Only View
You can minimize the view to display just the
parameters only
.
➤ Double-click in the parameter section of
the screen (see illustrations on Page 2).
Messages
You can send a message of up to 256 characters
to any other inView User, Agent, or Agent
Group, depending on the Message Access Level.
You can store up to te n fr equen t ly used messages
in a message library. Messages are added and
removed using the Add and Delete Message
Library buttons, and are recalled by selecting
them from the Message list.
Messages can be displayed as normal or high
priority messages.
➤ Sending a Message
1. Within inV iew: From the V iew menu,
select Message from the View menu
...or from the Insight DK toolbar,
select the Message icon
2. Select a message from the drop down
list
...or type a new one in to the Messag e
box.
3. (optional) Click ADD to ad d this
message to the library.
You can also Delete messages from
the library within this box.
4. Select a priority for the message,
either Normal or High.
5. Select one or more message
recipient(s) from the three list boxes:
LAN Wallboard User, Agent Group
or Agent Name.
6. Press Send.
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