SimplyBoardTM User Manual
Contents
1. SimplyBoard User Manual Issue1 2 3 2 End User Application Requirements ii Supported Endpoint Models Apple IPhone or IPad Version IOS 5 0 or higher Wifi 3G or Edge connection AVAYA DEVCONNECT TECHNOLOGY PARTNER 4 SimplyBoard User Configuration and Product Features for IPAD This section describes SimplyBoard User side configuration and supported features 4 1 SimplyBoard User Administration After successful download of the SimplyBoard application onto your IPAD IPHONE device open Settings and select SimplyBoard application Enter the following application properties provided by your administrator See Figure 1 Demo Mode ON OFF Switches on off demo mode Display Options Show Time in mm ss Format ON OFF Switches the display format to mm ss for Average Answer Time Average Talk Time and Oldest Call waiting Web Ser vice Address Enter service address provided by your administrator Username Enter user name provided by your administrator Password Enter password provided by your administrator Now the application is ready for use Exit from Settings and open the SimplyBoard application from your iDevice desktop as Show in Figure 2 Powered By 33 empatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 O Ayarlar ay tunes ve app store Fotograf Kamera GH Game Center W Twitter Ej Facebo2. or in part or otherwise attempt to reconstruct identify or discover any source code underlying ideas underlying user interface techniques or algorithms of the Software by any means whatever or disclose any of the foregoing except that this limitation will not apply to the extent that such activities may not be prohibited under applicable law c allow access to the Software by any entity or individual other than your employees Subject to the Confidentiality requirements in Section 4 d write or develop any derivative software or any other software program based upon the Software or any Confidential Information e use the Software to provide processing services to third parties or otherwise use the Software on a service bureau basis f disclose the results of any benchmarking of the Software or use such results for any competing software development activities without the prior written permission of Empatel or g attempt to circumvent any user limits maximum gate count limits or other license timing or use restrictions that are built into or imposed on the Software Ownership The license granted hereunder does not constitute a transfer or sale of Empatel s ownership rights in or to the Software Except for the license rights granted above Empatel retains all right title and interest in and to the Software including all intellectual property rights therein The Software is protected by applicable intellectual pro
3. LIABLE FOR ANY CONSEQUENTIAL SPECIAL INDIRECT INCIDENTAL OR PUNITIVE DAMAGES WHATSOEVER INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF BUSINESS INFORMATION LOSS OF DATA OR OTHER SUCH PECUNIARY LOSS ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE THE APPLIANCE OR THE MOBILE DEVICE EVEN IF EMPATEL HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN Powered By 33empatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 AVAYA DEVCONNECT TECHNOLOGY PARTNER NO EVENT SHALL EMPATEL S AGGREGATE LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT EXCEED THE FEES PAID BY YOU FOR THE SOFTWARE Trademarks Certain of the product and Empatel names used in this Agreement the Software and the documentation may constitute trademarks of the Empatel or third parties You are not authorized to use any such trademarks Export Restrictions You may not export or re export the Software or the Appliance without i obtaining the prior written consent of Empatel and ii complying with applicable export control laws and obtaining any necessary permits and licenses General This Agreement is governed by the laws of the Republic of Turkey without reference to its conflict of laws principles Any dispute between you and Empatel regarding this Agreement shall be subject to the exclusive jurisdiction of the courts located with
4. THE SOFTWARE Disclaimer EXCEPT AS EXPRESSLY SET FORTH IN SECTION 6 THE SOFTWARE AND THE APPLIANCE ARE PROVIDED AS IS AND EMPATEL MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND WHETHER EXPRESS IMPLIED EITHER IN FACT OR BY OPERATION OF LAW OR STATUTORY AS TO ANY MATTER WHATSOEVER TO THE MAXIMUM EXTENT PERMITTED BY LAW EMPATEL HEREBY EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR YOUR PURPOSE QUALITY ACCURACY TITLE AND NON INFRINGEMENT TO THE EXTENT AN IMPLIED WARRANTY CANNOT BE EXCLUDED SUCH WARRANTY IS LIMITED IN DURATION TO THE WARRANTY PERIODS STATED IN THIS AGREEMENT EMPATEL DOES NOT WARRANT AGAINST INTERFERENCE WITH THE ENJOYMENT OF THE SOFTWARE THE APPLIANCE OR ANY MOBILE DEVICE ON WHICH SOFTWARE HAS BEEN LOADED THAT ANY OF THE FOREGOING IS ERROR FREE OR THAT ITS OPERATION WILL BE UNINTERRUPTED EMPATEL IS NOT RESPONSIBLE FOR DAMAGE THAT OCCURS AS A RESULT OF ANY FAILURE TO FOLLOW THE INSTRUCTIONS THAT CAME WITH THE SOFTWARE EMPATEL EXERCISES NO CONTROL OVER AND EXPRESSLY DISCLAIMS ANY LIABILITY ARISING OUT OF OR BASED UPON YOUR USE OF THE SOFTWARE YOU WILL NOT HAVE THE RIGHT TO MAKE OR PASS ON ANY REPRESENTATION OR WARRANTY ON BEHALF OF EMPATEL TO ANY THIRD PARTY SINCE SOME STATES AND JURISDICTIONS DO NOT ALLOW ALL OF THE WARRANTY DISCLAIMERS SET FORTH HEREIN SOME OF THESE PROVISIONS MAY NOT APPLY TO YOU Limitation of Liability UNDER NO CIRCUMSTANCES WILL EMPATEL BE
5. etc may result in unexpected increase in call volume causing sudden degradation of the Service Level within certain or whole operations Monitoring systems are the most important integral part of call centers and help team leaders supervisors and managers to sustain service levels and manage shifts while meeting the business requirements of the contact center throughout the day However during the breaks shift changes or any unexpected business meetings outside the contact center forces managers to loose their immediate control on the operations SimplyBoard is a real time mobile monitoring tool which enables managers Supervisors or even team leaders to monitor their Contact Center operations by locations and skills without any interruption while they are away from their desks SimplyBoard management tool enables managers supervisors or team leaders to monitor the operations under their responsibility eliminating the risk of delegating during their absence You can define user groups and privileges per ACD location and Skill basis You can add as many locations skills or supevisors as you Nave System Features e Simple installation and administration e Communicates with Avaya CMS e Works on any OS Linux Unix Windows Mac e Java based application installed on any machine having Apachi Tomcat6 e No need for separate DB installation e Seamlessly operates without additional license e Secure access through user authen
6. on iPhone Powered By 3 Tel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 4 AVAYA DEVCONNECT TECHNOLOGY PARTNER 3 Product Requirements and Specifications SimplyBoard application consists of 3 components System application which is installed on Apachi Tomcat 6 running on any platform including Linux Windows or MAC OSx System Management is accessed thru any available browser IE Google Firefox etc User Application on IPad or IPhone The SimplyBoard topology with a typical contact center environment is provided in Figure 1 CC Operators AVAYA DEVCONNECT TECHNOLOGY PARTNER g SimplyBoard Users Internet SimplyBoard Application Server SimplyBoard Administration PC CC Operators CC Operators CC Operators Figure 1 SimplyBoard implementation within the Contact Center Environment 3 1 System Requirements i Avaya CMS Avaya CMS 16 X Other versions of CMS is not tested yet Incoming connections must be accepted thru TCP Port 22 SSH SimplyBoard Report Extensions should be installed to Avaya CMS remotely by Empatel Teamviewer Connection to a Management PC with WinSCP and Terminal Emulator installed ii SimplyBoard Server Any server with Tomcat 6 Linux Windows or MAC OSx are Supported Incoming connections must be accepted thru TCP Port 80 HTTP Powered By 33eMmpatel Telekom Hizmetleri San ve Tic Ltd Sti
7. Break Kaley Cuoco Coaching 1 BOSTON ee Last Update 2014 05 03 12 04 32 o DEMO USER logged in at 2014 05 03 12 03 37 qura ALLIANCE Figure 9 Agents in Aux State for VIP Skill 0 Agents Available in ACW Agents Agents in Ringing Agents in Other Eva Longoria Coco Chanel Felicity Huffman Tina Fey Zooey Deschanel Sofia Vergara Roger Allam Ralph Brown BOSTON Last Update 2014 05 03 12 04 32 DEMO USER logged in at 2014 05 03 12 03 37 Figure 10 Agents in ACD Call for VIP Skill Powered By 33 empate Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 AVAYA DEVCONNECT TECHNOLOGY PARTNER 4 2 3 Preview Mode Preview Mode is used in order to monitor _ sseee Turkcett_ 3c whole skills defined by your system e administrator Follow below steps in order to adjust Preview Mode Agents Available Agents in ACD Call Press Preview Mode Preview Time in Seconds appears below This parameter defines the interval between each skill during the preview mode You can increase or decrease the interval by 5sec periods upto 120 seconds or down to minimum value of 15 seconds Default 15 Sec You can exit from the Preview Mode by pressing the Preview Mode again BOSTON g Last Update 2014 05 03 12 04 22 e DEMO USER logged in at 2014 05 03 12 03 37 ALLIANCE Figure 11 Preview Mode Setting
8. SimplyBoard User Manual QUA Imp Oa Issue Issue 1 2 Date of Issue May 21th 2014 Prepared By Burak Alakus AVAYA DEVCONNECT TECHNOLOGY PARTNER Contents Document History SimplyBoardProduct Summary Product Requirements and Specifications System Requirements End User Application Requirements SimplyBoard User Configuration and Product Features for IPAD SimplyBoard User Administration SimplyBoard User Features setting Location and Skill Viewing Agent Details within a Skill Preview Mode END USER LICENSE AGREEMENT Powered By 33eMmpatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 1 AVAYA DEVCONNECT TECHNOLOGY PARTNER 1 Document History Document Change History Release No Release Date Reason for Change Issue 1 May 3 2014 Initial Issue Issue 1 1 May 17th 2014 system requirements improved Issue 1 2 May 21st 2014 New Features added Powered By 33empatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 2 AVAYA DEVCONNECT TECHNOLOGY PARTNER 2 SimplyBoard Product Summary Contact centers serve 24 hours in a day 365 days in a year to its customers Operations are open to many external factors affecting the productivity of the call center during 24 hour daily operations Product faults service outages recently announced campaigns or any degradation of call center resources IVR CTI CRM
9. ent or if you desire to contact Empatel for any reason please contact Empatel at 90 216 6517676 K s kl Caddesi Haluk Turksoy Sokak No 12 A 34662 Altunizade Uskudar ISTANBUL TURKEY or support empatel com tr
10. in ISTANBUL in connection with any action arising under this Agreement This Agreement is the entire agreement between you and Empatel relating to the subject matter hereof and supersedes all prior discussions proposals and understandings between the parties This Agreement and the terms and conditions herein may not be modified amended altered or deleted unless agreed to by an officer of Empatel in writing Neither party may assign its rights or obligations under this Agreement without the other party s prior written consent except that either party may assign this Agreement and all of its rights and obligations hereunder without the other party s consent to an entity that acquires all or substantially all of the business or assets of the assigning party to which this Agreement relates in each case whether by merger sale of assets or otherwise provided that such entity assumes all of the obligations of the assigning party under this Agreement Subject to the foregoing this Agreement shall inure to the benefit of and be binding upon the parties and their respective successors and permitted assigns Empatel s failure to exercise any of its rights hereunder shall not constitute or be deemed a waiver or forfeiture of such rights If any provision of this Agreement is held invalid or unenforceable the remainder of this Agreement will continue in full force and effect Questions Should you have any questions concerning this Agreem
11. in at 2014 05 03 12 03 37 Soe e i l DO SimplyBoard select window Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 7 DEVCONNECT TECHNOLOGY PARTNER e eeee Turkcell 3G Agents Available Agents in ACD Call Agents in ACW Agents in AUX Agents in Ringing Agents in Other Calls Waiting Abandoned Calls s1 900 Choose Skill a Please choose a skill to get statistics a DEMO USER logged in at 2014 05 03 12 03 37 A ALLIANCE SimplyBoard view after is selected Press Se to select the split to eeeee Turkcell 3G be monitored as shown in Figure 6 and Figure Calls Waiting Choose Skill VIP SILVER BRONZE VAS 1O 300 Choose Skill ee Ms Please choose a skill to get statistics A o DEMO USER logged in at 2014 05 03 12 03 37 eral ir l q 4 ALLIANCE SimplyBoard select window Powered By e cmoa Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 8 AVAYA DEVCONNECT TECHNOLOGY PARTNER eecee Turkcell 3G 12 04 82 E Agents Available Agents in ACD Call Agents in ACW Agents in AUX Agents in Ringing Agents in Other Calls Waiting Abandoned Calls BOSTON s DEMO USER logged in at 2014 05 03 12 03 37 ALLIANCE Figure 7 SimplyBoard view after skill is selected Now the application starts monitoring of eevee Turkcell 3G the skill in acco
12. ok Flickr Vimeo Gelistirici 0 AyonixFaceMatcher amp Scopia Control simpiyBoard DEMO MODE Switch to Demo Mode DISPLAY OPTIONS Show Time in mm ss Format WEB SERVICE LOGIN INFO Web Service Address http 10 168 10 123 Username brandon Password eeeeece Figure 1 SimplyBoard Settings E Turkcell 3G Ee r J azi _ T p E a AVAYA tee a r o P DE Le r d lt sdi y M e J Ae a eee E wee ieee A H w pd E RedminePM r F POS gt Sid 4 pt A Te LER 5 a Be Supervisor res 2 eg na Donie sR a AN w B r Vw uea an ae F lt ae i F cumartesi 2 f e2 F a 3 s J Tain ind ap HO Figure 2 SimplyBoard Application on your iDevice DEVCONNECT TECHNOLOGY PARTNER This section provides information on SimplyBoard Application features When you first open the application ceses Turkcell 3G default screen appears as shown in Figure 3 Calls Waiting Abandoned Calls Choose Location Please choose a location to view skills DEMO USER logged in at 2014 05 03 12 03 37 ALLIANCE SimplyBoard Default Screen Press to select the site 1 seee Turkcel sc to be monitored as shown in Figure 4 and Figure 5 Choose Location BOSTON LONDON Choose Location BOAI itr haU ALLIANCE uu Please choose a location to view skills Powe red By DEMO USER logged
13. otherwise destroyed or deleted The following orovisions shall survive any expiration or termination of this Agreement Sections 2 3 4 5 6 9 11 and 12 Limited Warranty Empatel warrants that the Software will perform substantially in accordance with the documentation accompanying the Software for a period of ninety 90 days after receipt by the original purchaser Empatel s sole liability and your exclusive remedy for breach of this warranty shall be at Empatel s option either i refund of the license fee paid by you or ii repair or replacement of the Software that does not meet the warranty set forth herein and that is returned to Empatel with a copy of your proof of purchase from Empatel Any replacement Software will be warranted for the remainder of the original warranty period or thirty 80 days whichever is longer This limited warranty shall be void if failure of the Software as a result of accident misuse abuse or other external causes Indemnification for Infringement 7 1 Indemnity Empatel shall defend or settle any third party claim against you that any Software infringes any copyright trademark or trade secret and Empatel will indemnify you for any final judgments or settlements approved by Empatel with respect to such claims The foregoing indemnity is contingent upon you i promptly notifying Empatel of the claim of infringement or legal proceeding ii giving Empatel the sole authority to settle com
14. perty laws including copyright laws and international treaties Confidentiality You shall hold in the strictest confidence the Software and any materials or information related to the Software or the Appliance including but not limited to any technical data research product plans or know how provided by Empatel to Powered By 33eMmpatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 you either directly or indirectly in writing orally or by inspection of tangible objects Confidential Information You shall not disclose any Confidential Information to third parties including any of your employees who do not have a need to know such information and you shall take reasonable measures to protect the secrecy of and to avoid disclosure and unauthorized use of the Confidential Information You shall immediately notify the Empatel in the event of any unauthorized or suspected use or disclosure of the Confidential Information Termination This Agreement shall be effective upon your receipt of the Software and Appliance and shall terminate upon the earlier of i your failure to comply with any term of this Agreement or ii return destruction or deletion of all copies of the Software in your possession Upon termination of this Agreement by Empatel you shall certify in writing to Empatel that all copies of the Software or any portion thereof have either been returned to Empatel or
15. promise or litigate such suit or proceeding and ili providing Empatel with reasonable assistance and information with respect to such claim If it is adjudicatively determined or if Empatel believes it may be determined that the Software infringes any third party right then Empatel shall at its option do one of the following a procure for you the right to use such Software as contemplated herein b replace or modify the Software with other functionally equivalent software or c if a and b are not practicable as determined in Empatel s sole discretion terminate this Agreement with respect to such Software Empatel will not be liable for any costs or expenses including settlements incurred without its prior written authorization 7 2 Exclusions The foregoing obligations will not apply to the extent the infringement arises a as a result of modifications to the Software made by any party other than Empatel or Empatel s authorized representative b the combination or use of the Software with other software materials or products not provided by Empatel if such claim would have been avoided but for such combination or use or c at any time after termination of this Agreement 7 3 Sole Remedy THE FOREGOING PROVISIONS OF THIS SECTION 7 STATE THE ENTIRE AND SOLE LIABILITY AND OBLIGATIONS OF EMPATEL AND YOUR EXCLUSIVE REMEDY WITH RESPECT TO ANY ACTUAL OR ALLEGED INFRINGEMENT OF ANY INTELLECTUAL PROPERTY RIGHTS BY
16. rdance with your settings B e 0 as shown in Figure 8 Agents Available Agents in ACD Call Agents in ACW All the time values represented on the SimplyBoard main monitoring page are in Seconds whereas the time values within the agent details screen are represented with MM SS You can follow above steps to change your location and skill in accordance with your privileges JE o 1 ohf i 2 ed a Pa BOSTON Last Update 2014 05 03 12 04 07 DEMO USER logged in at 2014 05 03 12 03 37 ALLIANCE Figure 8 VIP Skill Monitoring at Boston Location Sample View Powered By 33 empoaTel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 9 AVAYA DEVCONNECT TECHNOLOGY PARTNER 4 2 2 Viewing Agent Details within a Skill You can simply touch the related part of eeose Turkcell 96 the pie chart or the respective section A on the top of the screen in order the view 9 the agent details within a specific state Agents Available Agents in ACW Agents in AUX You can view the following agent properties in accordange with your selection Marcia Cross Lunch 18 18 Marg Helgenberger Coaching 19 49 Alyson Hannigan Lunch 03 39 e Agent Names e AUX Details Available for Agents in Aux e Time spent within the specific state Melissa McCarthy Technical Difficulties 08 01 Ellen Pompeo
17. s Powered By 33eMmpatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 D AVAYA DEVCONNECT TECHNOLOGY PARTNER 5 END USER LICENSE AGREEMENT This End User License Agreement Agreement is a legally binding agreement between you and Empatel Telekom Empatel that governs the warranty and licensing terms for the Empatel software Software BY USING OR DOWNLOADING THE SOFTWARE YOU ARE AGREEING TO THE TERMS AND CONDITIONS OF THIS AGREEMENT AND ENTERING INTO A BINDING CONTRACT WITH EMPATEL IF YOU DO NOT AGREE TO BE BOUND BY ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT YOU MAY NOT USE THE SOFTWARE AND MUST PROMPTLY RETURN THE APPLIANCE CONTAINING THE SOFTWARE TO THE PLACE WHERE YOU PURCHASED IT YOU MAY CONTACT EMPATEL REGARDING THESE TERMS AND CONDITIONS USING THE CONTACT INFORMATION PROVIDED IN SECTION 13 BELOW 1 Grant of License Subject to payment of the applicable fees and the limitations and restrictions set forth herein Empatel grants you a perpetual non exclusive non transferable license without right to sublicense to use and copy the Software for internal purposes only 1 as embedded on the Appliance Appliance and 2 on your mobile device following authorized download of such Software License Restrictions You will not a sell lease license or sublicense the Software b decompile disassemble or reverse engineer the Software in whole
18. tication e User groups by locations and skills e Bridging Service eliminates high speed internet access e Web based administration e Available on Apple Store e Supported on IPhone and IPad e Supports multiple ACD s and Skills e Auto Preview mode e Adjustable Preview Interval for each Skill Min 15sec e Real Time Monitoring 3sec refresh period e Switch on off mm ss display format Powered By 33eMmpatel Telekom Hizmetleri San ve Tic Ltd Sti SimplyBoard User Manual Issue1 2 3 Real time statistics provided by SimplyBoard e Available Agents 3 e Agents in ACD Call e Agents in ACW e Agents in AUX e Call in Ringing 3 e Agents in Other e Calls Waiting e Abandoned Calls within the interval e Average Answer Time within the interval e Average Talk Time within the interval _e Oldest Call Waiting e ACD Calls in Period e List of Agents and details which are available in call ACW AUX or Other States Feature is applicable for iPAD only 1 SimplyBoard is the Trade Mark of Empatel Telekom eeee0 Carrier 18 08 Asien Last Update 16 03 2014 18 08 37 SA 20 i SL 92 00 A bkilic2 logged in e 16 03 2014 18 08 07 Corporate ZAE Agents Available Agents in ACD Call O 10 Agents in AUX 3 Agents in Ringing Agents in Other 2 3 bkilic2 logged in 8 e 16 03 2014 18 08 07 Corporate Picture 2 Sample SimplyBoard Application
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