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Contact Center Suite User Guide

1. Using CallViewer s built in actions you can create buttons to perform a variety of tasks such as making answering and transferring calls and setting states Buttons can display images or text so you can easily identify a button s function Example Adding a Speed Dial Button In this example you will add a button to dial a number with a single click of the mouse 1 From the Button Manager click Add You can also begin from the Buttons window by right clicking and then NONE selecting Add Button 2 On the General tab select the Button Text check box and then type a label in the text box 3 If you do not want to add a picture to the button skip this step If you do want to add a picture to the button a Select the Display this picture on the button check box A dialog box opens for you to select the picture which can be in ico bmp gif or jpg format b Navigate to where the picture file is stored and then select the file name A small preview of the image appears on the dialog box See the online help for details on image sizes and transparency settings c Click Open On the Action tab click the drop down list and select Make Call 5 Type the number that your button will dial in the Make a call to this telephone number text box 6 Click OK For this example you will not assign the speed dial to a hot key however see the online help if you want to do so Contact Center Suite User Guide Example
2. if the rule has never fired If the average is less than one lt 1 is displayed to indicate that the rule has fired but not enough times to be able to accurately represent its average fire count e Action Displays the action that this rule executes when the rule fires 30 Contact Center Suite User Guide Example Adding a Rule for Screen Popping In the following example you will create a rule that screen pops a GoldMine database when you answer inbound calls with Caller ID whether or not the contact is contained in the database 1 From the Rule Manager click Add The Add Rule screen is displayed 2 On the General tab type Pop GoldMine in the rule name text box 3 From the drop domn list select Fire when call e mail answered for the rule type 4 Select the following parameters e Direction Inbound e Call Type All calls oO gt T lt m mi A e Caller ID Caller ID received e Caller Identified Identity ignored 5 On the Action tab click Add and then select Screen pop GoldMine from the drop down list 6 On the configuration dialog box leave the default name that CallViewer automatically inserts 7 Click the button next to the Database Path field navigate to the database file location select it and then click Open 8 If you need a username and password to open the GoldMine database type them in the text boxes provided You can leave these fields blank if you do not need them f
3. call history 16 changing 22 components 16 dial list 16 19 Executive Display 14 feature sets 16 Handset 15 Legacy 14 main window 16 Quick Connect 15 16 selecting 14 status bar 17 user buttons 16 Macros 12 Main Window 16 Media Blending 4 6 7 Menu 21 Mercom Audiolog Server 5 Monitor Silent 80 Monitoring Calls 80 Multi Stat Tile 67 Multi Media Reporting 6 N NETBIOS 9 No Reply Necessary NRN 33 Non international Calls 11 NRN 33 O Online Help 2 Outlook 33 Contact Center Suite User Guide P Personal Call Router 6 Pickup Call 79 Playing Back Recorded Calls 61 Previewing Reports 60 Printing 60 Publishing Reports 5 63 Q Quick Connect 15 16 24 Quick Connect Button 21 R Ready To Go 10 Real Time Call Statistics 45 RealViewer 5 37 Rearranging Tiles 53 Record a Call 81 Recorded Calls 61 Recording Server 5 Refuse Command 34 Removing filter 41 tile 36 Reporter 5 37 Reporter Pro 37 Reporter Real Time 5 Reports changing the date 58 creating 59 manually publishing 63 modifying 59 previewing 60 printing 60 running 57 saving 57 scheduling 62 upgrading 56 viewing 74 S Scheduling a Report 62 Screen Popping 7 10 14 21 30 31 SDK 8 Server 3 5 recording 5 Show Statistics for a Group 47 Show Statistics for an Individual 47 Show Statistics for Everyone 47 Silent Monitor 80 Contact Center Suite User Guide Simulation Mode 8 Software Applications 5 Starting CallViewer
4. 23 Transferring Redirecting a Call 23 Using Go Dial and Quick Connect 24 Understanding Agent States 24 Using Button Manager 22r ben YAAN BA BIDU LANE tide ee ndum m dura eta pa Y REA 25 Adding a BUOD 2 pasas KGAD edP RR ono eR nee eee Pare Eder toa ape E aoe NG 26 Editing or Removing Buttons 28 Controlling DND States i42 AEN dod eb xis ed 473 dio Erde Er aea CREE de toon m dh 28 Using Call HISEOEV EE 28 Advanced CallViewer TODICS au naaa Ede aoa e Bo PAA wee Roi qe 7 B d i C 29 Creating Hot Keys esa bu ee buges NG oho MAGKA ALA NANANA LAAAA S E dep e Bd 29 Screen Popping Calls and E mails llle 30 Defining and UemgHRules 30 Media Blendi TT Das bee ey bas ee Dyke eRe bee bees ee E 32 Tiles Filters and Statt AN ook EEN NEEN Oe ERAN CR e 35 INTFOGUCHONR P rr tae Ee 35 AA 35 lol ek AA AA AAP 36 Editing a Tile apace oa eee we KA PAK OR BG Be AA oe A BN ee oe BRA om ew 36 Removing a Tle eC 36 gll m ioa at Ba a a E E Pm a ee DA S JK ee ee eae 37 Using Filter Manager 37 PONG A FINOT Tcr 38 sell 41 REMOVING a FING s sacas KA deed PAREN Sek eek AG ABA RAR PAK AL BALAAN 41 SIAUSUCS Bcc P s tents KG MAA GHANA TANKA DAA LE KANYA ANA PENA DUAL daw 42 Types of Statistics 3 i ma bee RU mE 9 ed MAD NA bu a dd qos QUE d durs 42 B hoEe liti C 43 RealViewer okie ced EEN EE ACE OR ee Ree PA Roe KE ee RC 45 IDITOGHC PE AA we Re 45 Starindg RealVviCWel ss a od Eu Ka NAA beets wa dn Eds hacia h
5. CallViewer Enter new numbers here or click a number from the drop down list to redial O gt T lt m E mi A li 1003 Extension 1003 Ma 1001 Extension 1001 Ne 1002 HG 1002 M 68088 pstn hit 37638088 pstn Me 1000 HG 1002 e To dial a new number click in the dial entry area shown at the right and enter the number to dial Press Enter to dial the number x e To redial a recent incoming or outgoing number click the drop down arrow and then select a number from the list CallViewer automatically dials the number as it is selected from the list Call History The call history window displays a list of all calls and e mails that have been active at your extension While CallViewer is running it stores information about each call or e mail at your extension Up to 5000 items can be stored when you are using the full CallViewer license or up to 1000 items for Connection Assistant When the maximum number of items have been reached the oldest item in the list is removed to make space for the next new item Items are updated in the list only when CallViewer is connected to the CTI Server See page 28 for information on using call history Contact Center Suite User Guide 19 Viewing Call History The Call History window can display several pieces of information about each call The information being displayed can be configured using the Call Log Fields tab of the Options dialog See
6. ISP Refer to the online help for details on Web server configuration Contact Center Suite User Guide 61 A LLI ke D le D Lu D Example Scheduling a Report In this example you will create a schedule to export two reports in spreadsheet format every Monday at 8 AM To schedule a report 1 From the Reporter toolbar click the Auto Reporter icon and then select Report Schedules From the toolbar click New 3 On the General tab DX DD ol 9 a Type Weekly Reports for the schedule name b For the schedule option select Every and then Monday c Change the Starting at time to 8 00 00 AM On the Reports tab click Add and then select Call Cost by Account Code Click Add again and then select Configuration ACD Agent List In the Action area select Export Reports from the drop down list On the Export Wizard screen select Microsoft Excel Spreadsheet XLS and then click Next Check the default file names and location that Reporter shows for the two reports and then click Finish If you want to change either the file name or location click Browse to change the defaults before clicking Finish Click OK The schedule list shows the Weekly Report and the scheduled time 62 Last Han At e Weekly Reports Fire every Monday at 8 00 Unknown 9 22 20 AM Contact Center Suite User Guide Example Manually Publishing a Report In this example you will e mail a report manually i e
7. LLI ke D GC D Lu D You can modify these configurations at any time while running Reporter See Network Settings and Options topics in the online help for details 56 Contact Center Suite User Guide Running Reports When you start Reporter the main window is displayed The report list on the left side of the main window displays all reports grouped on categories such as Reporter Basic Reports Other Reports My Reports etc The report categories are based on the license in which a report works fully For example a Reporter Pro license is grouped into the Reporter Pro group in the report list The current status of each report is also displayed along with the report name Refer to the online help for details on the icons used to depict the different report states To run a report double click the report name If the report has already run and not yet changed the saved version of the report will be displayed Saving and Reusing Reports When you run a report it is automatically saved to the report cache stored on your local computer The next time you run that report Reporter decides if the report data needs to be processed again or whether it can be read from the report cache For example if you have a call list report configured to display today s data the report will always run using the latest data because today is always changing If the report was configured to display yesterday s data and you ran t
8. Queuing e Call Totals Percentages of call statistics that increment after call termination for example Answered lt 5 15 30 60 90 or 120s Service level statistics are included in this category e Call Times Various times of call and e mail statistics for example Avg Ans Time E mail e Agent Statistics All agent statuses for example Logged In Idle and Busy Call e Network Statistics Tools for testing traffic over the network between the client application and the Contact Center Server for example Packets Sent Minute e Miscellaneous Time and date options 42 Contact Center Suite User Guide Using Statistics You will select which statistics you want to see on tiles in RealViewer and in reports in Reporter Anywhere you select an option or choose a field you are using Contact Center Suite s statistics Example Agent Status in a Hunt Group In this example you will create a filter to monitor agent status in a hunt group 1 Open Filter Manager as described on page 38 and then click Add 2 On the General tab type a unique description of the filter name for example Agt Status for HG 2000 3 On the ACD Hunt Group tab select the hunt group number to include in the filter for example 2000 4 Click OK The Agent Status for HG 2000 filter is ready to be applied to a tile SOILSILVLS 8 ua AL Me al m aml m A o Contact Center Suite User Guide 43 This chapte
9. Tile a 75 USING NENA a a KA an PAG eee ee Oe AG AA Ee KAWA NA LA 76 Applying Filters to ies 76 Advanced Reporter Real Time Topics 00 cece eee ees 77 Creating StationViewer Tess 77 Using Call Control 79 Using AUuto IeDOFISE ar KG NAN ed EI oe de o ed RECIPE bg dE ades 81 lo Tq T UTD ee ee ee ee ee ee eee ee ee ee 83 vi This section provides a broad overview on the Contact Center Suite application io lt O lt m Z About This Guide This guide contains instructions for agents and supervisors using Contact Center Suite client applications including Connection Assistant The features described in this guide may not be available in the license NOTE level you have purchased Refer to the online help for feature capabilities for your license To help you find information more quickly this guide is divided into six sections e Overview This section gives a brief description of the Contact Center Suite client applications and the features in version 4 0 and later It also contains information on other sources of help for using Contact Center Suite e CallViewer This module contains information on starting CallViewer using the Startup Wizard and the new look and feel options It also covers basic CallViewer tasks such as call control functionality and using Button Manager Advanced tasks include using hot keys screen popping Rule Manager and handling e mails routed wit
10. Topic Contents search Type in the keyword to find Executive Display List Topics Select Topic to display Acton Menu Active Call List Attaching Comments to a Call Buttons and Features Conference Feature Dial Pad Executive Display Active Calls Window Executive Display Busy Menu Executive Display Buttons Window Executive Display Call History Window Executive Display Dial Pad Window Be Display To print a help topic navigate to the information you want to print and then click the Print icon at the top of the window Where to Find Additional Information You can find additional information in the Contact Center Suite Installation Manual part no 835 2208 or in the online Help for each of the individual clients This User Guide does not include information on the Server Data Manager and Intelligent Router Contact Center Suite User Guide O lt m 2 lt m About Contact Center Suite Contact Center Suite is a Computer Telephony Integration CTI application It links the telephone system and the computer providing a seamless and automated technological partnership Contact Center Suite can be used with the following communications systems gt Y LLI gt O e Inter Tel Axxess Converged Communications Platform Single and Multiple Nodes e Inter Tel 5000 Network Communications Solutions Single and Multiple Nodes e nter Tel 7000 Network Communication
11. and Feature Set 2 Feature Sets consist of several blank Feature Buttons to which you can assign actions as an alternative to simply creating User Buttons in the User Button area For example you could use the User Button area for screen popping and application integration buttons Feature Set 1 for some common speed dial buttons a button which makes a call to a specific number and Feature Set 2 for DSS buttons Quick Connect Button Several of the looks include a separate Quick Connect button that can be positioned anywhere on the desktop regardless of whether the main window is minimized or not Accessing the Quick Connect is look specific see the look sections of the online help for details Refer to page 24 for instructions on using Go Dial and Quick Connect Action Menu When you are active on a call you can access the Action Menu see the look sections of the online help for locations and contents The Action Menu allows you to perform various call control actions on the active call much like clicking call control icons described in Using the Active Call List on page 22 Contact Center Suite User Guide 21 Changing the Look When the Startup Wizard runs you select the look and feel however you can change the look at any time using the steps below To change the CallViewer appearance 1 From the Windows tray bar menu right click the CallViewer icon J and select Look And Feel 2 Select a look from the
12. and intelligent routing capabilities for internal calls enabling managers to monitor the performance of internal departments both historically and in real time and automatically manage their call traffic See the Intelligent Router chapter of the Contact Center Suite Installation Manual for more details e Enhanced CallViewer Provides enhanced user functionality and customization including changeable Looks DSS buttons integrated call logger and personal call router See the CallViewer section beginning on page 7 for more details e Media Blending Allows e mails sent to contact centers to be routed and handled like calls See the CallViewer section for more details e Multi Media Reporting With the addition of real time and historical reporting enables managers to monitor and report on routed e mails and normal telephone traffic See the Reporter and Reporter Real Time sections for more details e Agent Help Support New agent help functionality allows managers to monitor and react to the support needs of their staff in real time when faced with a difficult call that requires the assistance of a manager See page 29 for more details 6 Contact Center Suite User Guide This section provides details for the Callviewer module in Contact Center Suite Introduction CallViewer or Connection Assistant is a software product that provides telephony call control screen popping and desktop automation on a Windows
13. are not using the dongle provided with the Developer SDK and running in Simulation mode CallViewer will not function NOTE o Search network for a CTI Server When enabled the Startup Wizard searches the network for available CTI servers when you proceed to the next page of the Startup Wizard This is the default option when no information is available for the server connection o Connectto this CTI Server When enabled CallViewer uses the server that you specify in the text box below this option This is the default option when information is available for the server connection The server option can be changed later using the Network Settings dialog see the online help for details 8 Contact Center Suite User Guide e Auto Configure Page This page is displayed only if you selected the option to search the network for a CTI Server in the previous page The Auto Configure page searches the local area network for CTI servers and after the search is complete a list of available server names is displayed Select a server name to proceed o Ifyou are using NETBIOS auto configure searches for servers named CTISERVER1 through CTISERVERS on any valid LANA numbers between O and 20 o If you are using TCP IP auto configure searches the port number specified in network settings default 3986 for computers in the same class C subnet as this computer For example if your IP address is 10 1 2 10 auto configure will look for servers on ad
14. box 28 Contact Center Suite User Guide Advanced CallViewer Topics The following sections are intended for experienced users who want to further customize CallViewer Creating Hot Keys Hot keys are sequences e g CTRL ALT F1 that perform a specified action or run a CallViewer button action This key sequence that you define also works globally across the Windows environment even when the CallViewer window is not the active application however CallViewer must be running at the time When a key sequence is assigned as a hot key the specified key combination is invisible to other Windows programs There are some key combinations however that cannot be assigned as a hot key because Windows uses the combination for a special purpose or operation Examples include CTRL ALT DELETE PRINT SCREEN ENTER ALT F4 etc Example Defining a Hot Key for an Agent Help Request Use the following procedure to first create a button to request agent help and then assign a hot key sequence to the button 1 From the Windows tray bar menu right click the CallViewer icon J and select Button Manager The Button Manager opens Click Add On the General tab select the Button Text check box and then type Agent Help in the text box 4 Onthe Action tab select the option Display Status LED and then select Agent Help from the settings drop down list 5 Onthe Hot Key tab check the box for Enable the hot key associat
15. campaign Further information on filtering by device and by trunk can be found in the online help Every report or tile is filtered by the All Calls filter by default The All Calls filter does not exclude any calls when filtering and cannot be edited or deleted In Reporter Real Time and RealViewer a filter can be applied to each tile and the same filter can be applied to multiple tiles In Reporter a filter is applied to a report and the same filter can be applied to multiple reports In Reporter Real Time and RealViewer the greater the number of different NOTE filters that you apply to tiles increases the time it takes for the application to start SOILSILVLS 8 TT AL Cp al r aml m A o Using Filter Manager The Filter Manager lists the currently available filters and provides access to programming options To display the Filter Manager click the Filter Manager button S on the toolbar or press CTRL F Or select Filter Manager from the main menu Filter Manager E 3 xl General All Calls Sales E mails Service Techs dd Remove Remove All Edit PEI Copy Close Lance Apply Help Contact Center Suite User Guide 37 You can also add remove edit and copy filters using the buttons described below NOTE You must have Administrator permission to add edit or remove a filter e Add Displays the Add Filter dialog box so you can create a new filter You
16. data on an Agent list tile Using the Agent List tile you created in the previous example click the Current Status column header The data is now arranged with the agents who are logged in and busy at the top of the tile followed by the agents who are free logged out not available etc Contact Center Suite User Guide Example Customizing a Tile s Appearance In this example you will change the color of a tile showing a single statistic Calls Waiting To customize a tile s appearance 1 If you do not already have a Deskboard tile to display the Calls Waiting statistic create one using the default color for the tile Refer to the online help if necessary to complete the fields Right click on the Calls Waiting tile and select Properties On the Appearance tab click the drop down list for the Background and select Yellow from the drop down list 4 Click the ellipsis button next to the Background color The custom color selector dialog box opens 5 Dragthe slider for the second color selector G from the right edge toward the left until the sample boxes show a range of orange 6 Click OK to close the custom color selector and then click OK to close the Deskboard properties dialog box Changing Statistics on a List Tile In this example you will change the statistics that are shown on a contact list tile to remove one field and add another To change the statistics on a list tile 1 If you do not already have a
17. e Call Status The call status consists of two icons The left most icon indicates the current call status such as whether it is inbound or outbound answered or alerting The available icons are described below The right most icon Ld indicates whether a call annotation is present for this call or e mail If the icon is present then the call or e mail has an annotation Hover the mouse cursor over the icon to display the current call note Contact Center Suite User Guide 17 e Call Detail The call detail area displays one or more fields of information about each active call You can also double click an item in the call list to display all information known about the call See Examining Call Details on page 18 You can choose which fields are displayed in the call list using the Call List Fields page of the Options dialog see the online help where you will also find a list of available fields and their descriptions The color of the text in the call detail section denotes the type of call o Red text unanswered call o Green text answered call or e mail o Yellow background inbound external call o Green background outbound external call D TT gt a d wi O o White background internal call e Call Control Buttons The right side of the call list contains one or more call control buttons for each call in the list You can configure which buttons appear in the list from the Call List Buttons pag
18. o Keep existing settings This option visible and is the default choice if Reporter finds existing settings in the registry for a server to which to connect Select this option if you want the existing settings to be left unchanged AJ m H oO A dir m A o Search network for a CTI Server Select this option to search the network for available CTI servers o Connect to this CTI Server Select this option to use the server that you specify in the text box below this option This is the default option when information is available for the server connection Contact Center Suite User Guide 55 e Auto Configure Page This page is displayed only if you selected the option to search the network for a CTI Server in the previous page The Auto Configure page searches the local area network for CTI servers and after the search is complete a list of available server names is displayed Select a sever name to proceed e Call Costing Page Enter all the local dial codes for your area separating each with a comma Click Next The call costing functionality provided by Reporter is based on limited information provided by telcos Additionally carriers can update their tariffs at any time For this reason changes in tariffs or network carrier discounts cannot always be reflected NOTE e Report Upgrade Page Select one of the following options o Upgrade reports to process external and internal calls Select this option to use the repor
19. of the report If this option is disabled there is no recording for that call segment There is a slight delay between the voice recording server and the Contact Center Server If you attempt to play a call that was just recorded you may receive an error message If this occurs wait a few seconds and then attempt to play the call again NOTE Using Auto Reporter Auto Reporter provides the following types of reporting and publishing features e Scheduled Reporting Allows you to schedule reports to be run at intervals ranging from every 15 minutes to once a month Reports can be automatically displayed printed exported published to the Internet or e mailed e Batch Reporting Allows you to batch several reports together and perform the same action on all reports at once For example you can print your monthly reports all at the same time or publish key reports to the Internet every day e Report Publishing Allows you to manually or automatically publish your reports to the Internet for viewing in a Web browser or on a WAP enabled device Your reports can be accessible no matter where you are e E Mailing Reports Allows you to e mail exported reports to your colleagues either automatically or at the touch of a button A m H oO A dir m A To successfully publish reports and statistics you need access to a Web server For this server you can use a company Web server your own PC or even an Internet Service Provider
20. several ways to access the online help from within the client applications although not all options may be available in every window e Press F1 on your keyboard e Click the Help button e Select Help from the application menu or tray bar menu Navigating Help Topics In most cases the right pane of the help window displays information about the current screen You can navigate to other topics using the table of contents in the left pane of the help window The contents are organized into books of related NG Uzer Guide information Double click a book to open it and reveal LI Amman the topics and or books it contains as shown in the 2 Introduction example on the right Getting Started Gr Menus Gr The Look and Feel he e Call Control Functionality o E mail Control Functionality You can also use the drop down menu to select help topics Click the Previous and Next icons to navigate through the related topics in the chosen book ms Previous Next I Look and Feel book selector list 2 Contact Center Suite User Guide Searching Help Sometimes the fastest way to find the information you need is to use the help search feature To search help 1 Click the Search tab 2 Type the keyword you want to find in the text box and then click List Topics 3 Select the topic from the list in the lower portion of the panel and then click Display Printing a Help
21. to send an e mail response too however you need to inform Intelligent Router of the status so the process can be closed This is done with the Alternate Response Method response O gt m lt m mi A To send an ARM response 1 Respond to the message using an alternative to e mail such as with a telephone call fax or letter 2 From your e mail application initiate a reply to the original e mail message For example in Outlook select the message and then click Reply 3 Add the text ARM somewhere in the subject field of the message You do not need to add anything to the body of the message 4 Click Send After you have responded to the message you are taken out of the Busy E mail state so that you can take further calls Using the No Reply Necessary NRN Command There may be some instances when you receive a message which requires no reply for example a follow up response from a customer containing a Thank you In this situation you can send Intelligent Router a No Reply Necessary response so that the message can be removed from the hunt group queue To send a NRN response 1 From your e mail application initiate a reply to the original e mail message For example in Outlook select the message and then click Reply 2 Add the text NRN 4 somewhere in the subject field of the message You do not need to add anything to the body of the message 3 Click Send Contact Cente
22. users who want to further customize Reporter Real Time Creating StationViewer Tiles StationViewer tiles allow you to monitor the current call activity of extensions and or agents On StationViewer tiles you can configure e The size of the button e What information appears on the button e The colors used to display the button otationviewer Support otationviewer sales JE Spicer Andrew 24 Adams Tim dO Ges ci DD Jones adam NG sco nre i bem SOS Each button contains a lamp bulb and an icon that indicates the state of the device The device extension and description usually the username is also displayed allowing you to easily identify who is busy idle etc StationViewer list tiles are not filtered like other tile types When you add a StationViewer tile it is empty You must fill the tile with extensions or agents as described in the following example 2 m gt m HL ERR eT E Contact Center Suite User Guide TT S KE O Oo et Ui LU c c Example Creating a StationViewer Tile for Agents In this example you will create a StationViewer tile showing the agents for a selected hunt group To create a StationViewer List Tile for agents 1 Make sure you have Administrator access before continuing with this procedure 2 From the Reporter Real Time toolbar click the Add button CS and then select StationViewer 3 On the General tab a For the Caption
23. without a schedule To manually publish a report 1 2 Open your e mail application In Reporter run the report you want to export or open a previously saved version of the report From the Reporter toolbar click the Publish icon ei and then select E mail Report The E mail Wizard opens Click Next 5 Select Microsoft Excel Spreadsheet XLS for the report format f you want to Contact Center Suite User Guide 63 change the default report name type a new name in the text box f you want to specify the location for the file click the ellipsis button and then select a location Click Finish Reporter prepares and exports the report which may take several minutes to complete When the report is finished Reporter creates a new e mail message in your e mail application with the report file attached for example Call List xls Type the e mail address to which you want to send the exported report A m H e A dir m A Reporter Real Time This chapter provides information on using the Reporter Real Time module Introduction Reporter Real Time is an application that shows real time call and routed e mail statistics allowing you to see real time details against all or selected call and e mail criteria on the telephone system Not only will it show the current extension agent and trunk activity it will include detailed information such as the caller s identity DID number used etc With Repor
24. 3 Contact Center Suite User Guide 35 Each tile also includes the following buttons e Zoom Unzoom When displayed as HL click this button to enlarge the tile to fill the whole RealViewer display area When displayed as click to reduce the tile to the original unzoomed size e Properties Click the ET button to change the content description color or alarm settings for the tile e Filter Click the F button to choose an existing filter to apply to the particular tile or create a new one Tiles can display many types of statistics as described in Types of Statistics on page 42 Adding a Tile Even though the types of tiles vary from one client application to another the method used to create them is the same Reporter also provides a new tile wizard to help you create tiles See the online help for details on using the new tile wizard To create a tile Click the Add Tile button e on the toolbar or click Add Tile from the shortcut right click menu The new tile is created and the property sheet for that tile opens See the RealViewer and Reporter Real Time sections of this User Guide for examples of various types of tiles d D LLI SS LL dl Lu ke amp STATISTICS Editing a Tile After you have created a tile you can change the properties such as the statistics associated with that tile or add an alarm To edit a tile 1 Double click on that tile s statistics or ri
25. 39 2 35 25 PM E EECH Tech IVA 1 05 37 05 00 00 02 00 00 03 2 38 13 PM D E 31428 Dunham Cheryl 5 24 38 00 00 27 00 03 20 2 55 04 PM 38381 Tech IVA 1 06 03 11 00 00 02 00 00 10 2 44 20 PM 31423 Gilley Marge 04 56 59 00 00 36 OO 0253 2 52 08 PM 31410 Rogers Debbie 0 04 42 25 00 01 04 00 08 15 24341 PM E 31455 Cust Care Timeo SS 0 04 40 12 00 00 UU 00 00 01 2 53 57 PM E 31404 Dilley Isaac 04 33 03 00 01 00 00 04 42 25229 PM 31409 Crouch Cheryl 0 04 22 50 00 00 23 00 04 57 1 58 57 PM 31433 Bedera Kathy S 0 4 22 47 00 00 25 00 03 23 2 44 34 PM 2 09 58 00 00 05 d S KE O o et TEM c o TO Contact Center Suite User Guide e Agent List tile Displays various statistics per agent such as the Caller ID of the call at the agent extension with colors to indicate the status of calls The tile can also display summary information for each extension such as total time logged in busy time etc List All Calls Description Current Status ime in Status Tot Time on Duty InEnd Ref utEnd Lost iebecca Gish 231 Wyatt Lynn Logged aut 00 00 00 08 03 14 5 U H o 01 21 25 253 Activations Logged out 00 00 00 00 00 00 0 0 0 0 00 00 00 e Trunk List tile Displays various statistics per trunk such as the Caller ID of the call on the trunk with colors to indicate the status of calls The tile can also display summary information for each trunk such as calls
26. 4 Integration S U Ite Act Integration Xx Keideiches AutoDial O GoldMine Integration Maximizer Integration Microsoft Outlook Integration Inter Tel Remote Support Integration fe Automatically screen pop when a call is answered Screen pop application For inbound only z Back Cancel Help If you choose to install a solution you can determine when CallViewer screen pops the database using the following options o Automatically screen pop when call is answered When enabled the chosen database screen pops when a call is answered at the CallViewer extension When disabled the chosen database screen pops when a call starts to alert The application you intend to use for screen popping must be open while you are using screen popping from CallViewer For example to screen pop Outlook it must be running on the PC where CallViewer is being used NOTE o Screen pop application for Choose inbound calls outbound calls or both inbound and outbound calls Inbound calls will also screen pop routed e mails You do not need to set up the RTG options using the Startup Wizard You can also create a Ready To Go action when defining a new rule or button You can also edit the settings of a Ready To Go solution created using the Startup Wizard using the Action Manager See the online help for details on configuring Ready To Go solutions 10 Contact Center Suite User Guide e Dial Rules Page The dial rules affect how a nu
27. 7 RealViewer 45 Reporter 55 Reporter Real Time 65 Startup Wizard Callview Wizard RT 66 CallViewer 8 RealViewer 45 Report 55 Reporter Real Time 66 StationViewer Call Control 79 StationViewer Tile 65 69 77 Statistic Publishing 81 Statistics changing 75 Status Bar 17 Stealing Calls 79 Support technical 6 T TCP IP 9 Technical Support 6 Telephone Code 11 Telephone System Offline 13 Text Color 51 Tile adding 36 73 adding list 74 Agent Detail 73 Agent List 71 alarms 51 76 appearance 75 Contact List 72 Deskboard 49 67 editing 36 Extension Detail 72 Extension List 70 Graph Multi Stat 68 Graph By Device 69 Graph Over Time 68 Multi Stat 67 rearranging 53 removing 36 sorting data 74 StationViewer 69 77 Trunk List 71 Tile Alarms 53 76 Tiles 35 67 85 Toll Calls 11 Tray Barlcon 13 Trunk List Tile 71 Type of Calls 47 U Unzoom Tile 36 Upgrade 56 Use Report View 74 User Button 16 W Wild Cards 39 86 Windows docking 16 undocking 16 Wrapup 34 Wrapup E mail 34 Y Your extension 47 Your group 47 Z Zoom Tile 36 Contact Center Suite User Guide Part No 835 2209 Issue 4 1 Revised June 2007
28. Adding a DSS Button You can create Direct Station Selection DSS buttons to quickly see the call status of colleagues to determine whether they are on a call unavailable or idle Call control operations for the extension being monitored such as transferring or picking up calls can be done using DSS buttons In the following example you will create a DSS button for a selected extension To create a DSS button S 1 From the Button Manager click Add You can also begin from the Buttons window by right clicking and then selecting Add Button 2 On the General tab select the Button Text check box and then type a name in the u text box 3 On the Action tab click the drop down list and select DSS Button 4 Type the extension number you want to monitor or use the drop down list to select one 5 Click OK Refer to the online help for details on using DSS buttons to monitor and control extensions Example Setting an Account Code You can set an account code for a call using a button that you create in the User Button or a Feature Sets if they are available in the look you are using First follow these steps to create an account code button To create a button to set an account code for a call 1 Open the user button or feature set window The user button area on the Legacy look is integrated into the main NOTE window The Legacy look does not support user defined feature buttons 2 Right click on the but
29. Contact List tile create one using the default fields and colors for the tile Refer to the online help if necessary to complete the fields There is a field on the tile to indicate the direction of the call however you can see from the color coding on the tile which calls are inbound and which are outbound The direction field does not need to be included on the tile You also decide that you want to see where the call was first answered Right click on the Contact List tile and then select Properties On the Fields tab click the Direction field and then click Remove Click Add and then select User Ans On Click OK OV v w Ze The tile is automatically updated with the new field you added A m gt m m HL ERR eT E Contact Center Suite User Guide 75 Using Tile Alarms You can set tile alarms to fire when inbound calls have been ringing for longer than a time limit that you define See Using Tile Alarms on page 53 for details on setting alarms Applying Filters to Tiles Applying a filter to a tile affects all statistics on the tile allowing you to view similar statistics for a given filter such as a group of agents Refer to the Tiles Filters and Statistics and RealViewer sections for information on creating and applying filters S KE O A UI LU c c 76 Contact Center Suite User Guide Advanced Reporter Real Time Topics The following sections are intended for experienced
30. Introduction Reporter Basic Reporter and Reporter Pro are used to run historical reports on call e mail and agent activity information which is stored within a database on the CTI Server These reports can be run by specifying various criteria e g reports can be filtered by Caller ID DID number trunk line extension or agent groups time date call cost etc Reporter can include 70 report templates depending on the license level you have purchased Each license level Reporter Basic Reporter or Reporter Pro contains specific report templates Reporter and Reporter Real Time have several different variants which are either enabled or disabled based upon the software license as described in the Contact Center Suite Installation Manual and the online help Starting Reporter tt From the Start Menu choose Programs then Inter Tel Contact Center Suite and then Reporter Then click on the Reporter menu item When Reporter starts if the network settings have not been configured yet or have not been configured correctly a self configuration mode will be invoked to attempt to automatically find a CTI Server on your LAN Using Startup Wizard If this is the first time Reporter is run after installation Reporter prompts for the following options to be configured e Welcome Click Next to begin the installation e Search for Contact Center Server Choose one server option from the following choices and then click Next
31. Server Refer to the Contact Center Suite Installation Manual for information on Data Manager e CallViewer Allows individual users to screen pop information from the company database and manage calls and e mail messages CallViewer includes several look and feel choices to help you customize the application to suit your need e RealViewer Allows users to see statistics at their own computer based on the activity of the user or their group e Reporter Reporter Basic Reporter and Reporter Pro Allows you to analyze the call log historically in a variety of ways to make better business decisions Note that licensing varies for Reporter Basic Reporter and Reporter Pro e Reporter Real Time Reporter and Reporter Pro Allows you to analyze the call log in real time in a variety of ways to make better business decisions Note that licensing varies for Reporter and Reporter Pro e Intelligent Router Allows you to program routing schemes and numerous other actions for calls and other media types based on call information and other statistics Intelligent Router is required if the optional media blending feature is desired Refer to the Contact Center Suite Installation Manual for information on Intelligent Router e Verint formerly Mercom Audiolog Server Contact Center Suite supports the Verint Audiolog voice recorder which enables the recording of your calls and subsequent playback from Reporter e Auto Reporter Provides
32. Web publishing capabilities for Reporter and Reporter Real Time With Auto Reporter you can schedule reports to automatically publish them to a Web site Internet or intranet send them to a printer or e mail them with attachments in doc or x1s format Wireless Application Protocol WAP reports can be published to a Web site for viewing on a WAP compliant device Finally Auto Reporter allows you to schedule exports for reports Refer to pages 61 and 81 for more information Licenses The features available in each Contact Center Suite module are controlled by the license level you have purchased Refer to the Server chapter of the Contact Center Suite Installation Manual or the online help for details on checking your licensing information Contact Center Suite User Guide 5 Support Services gt Y LLI gt O Technical support personnel may need to view the installation setup etc of NOTE the Server using Inter Tel Remote Support If you have questions about any of the Contact Center Suite products refer to this manual or the online help If you need additional support please contact the designated on site System Manager If this does not resolve the problem contact your authorized Inter Tel provider for technical assistance Features of Contact Center Suite v4 0 and Later Contact Center Suite v4 0 or later contains many features including the following e Internal Call Modeling Allows new activity reporting
33. When CallViewer is launched an icon appears on the Windows tray bar as shown below The tray bar icon provides access to the CallViewer options and indicates the current connectivity status as described below e i CallViewer Icon While CallViewer is loading move the mouse pointer over the tray bar icon to see a tooltip message on the progress The tooltip shows the following states e Ue Offline Disconnected CallViewer is not connected to a CTI Server and not running in simulation mode During this state you can only use CallViewer to configure network settings e Connecting CallViewer is trying to connect to a CTI Server During this state you cannot use CallViewer s telephony functionality because the connection to the CTI Server is not fully established e US CallViewer CallViewer is connected and functioning normally e ux Telephone system offline CallViewer is connected to the CTI Server but the CTI Server has lost the connection to the telephone system The CallViewer tray bar icon has menus that you can access using left and right mouse buttons To access the call control menu click the CallViewer tray bar icon J Some of the options may be unavailable when there are no active calls at the extension See Controlling Calls with CallViewer on page 23 for details on using the menu options Right click the tray bar icon to display the Main Menu refer to the online help for descriptions of the menu opt
34. a server to which to connect Select this option if you want the existing settings to be left unchanged o Search network for a CTI Server Select this option to search the network for available CTI servers o Connect to this CTI Server Select this option to use the server that you specify in the text box below this option e RealViewer Style This page shown below allows you to choose the style of RealViewer screen that you would like to create Real iewer Style p X or Lu gt E lt LLI Y Z2 INTER TZL Who will the Heafviewer be displaying statistics For You ema leni ui can show statistics for an individual a group of people or the entire telephone system Contact Ce nter C Show statistics for an individual Suite a C Show statistics for a group Yorsion 4 0 Ce Show statistics for everyone Back Cancel Help 46 Contact Center Suite User Guide Select one of the following options and then click Next o Show statistics for an individual Select this option to create a screen that will show statistics for one extension or agent o Show statistics for a group Select this option to create a screen that will show statistics for a group of extensions or agents o Show statistics for everyone Select this option to create a screen that will show statistics for the entire telephone system e Type of Calls This page shown below allows you to select the type of calls that your call c
35. ails Wrapup E mail You are in wrapup following an e mail Unlicensed nter Tel You have exceeded the number of concurrent agent 7000 system only licenses available for this application 24 Contact Center Suite User Guide Using Button Manager You can create edit and delete user defined buttons see User Button Area on page 21 that will be displayed in the button area of a CallViewer window using the Button Manager Buttons can be customized with labels and or pictures for example the picture of the person you call using a speed dial button To open Button Manager do one of the following e Right click the CallViewer tray bar icon and select Buttons e Open the Buttons window on any of the CallViewer looks right click to access the Button Manger shortcut menu as shown at right and then click Buttons Add Button Edit Button O gt lt m mi A The Button Manager dialog box opens as shown below zix Button Manager Options Remove Button Buttons d pa ki T5 vs Hot Keys Transfer to Voice Mail Transfer Redirect call ta E dit Lal Transfer to Supervisor Transfer Redirect call ta Remove Cancel Help See the Sizing Buttons topic in the online help for details on using Button NONE Manager s Options tab Contact Center Suite User Guide 25 D TT gt af d lt O Adding a Button 26
36. anded rcd bbs 45 Using Startup Wizard i rns tect eee ES BUR REN doo RETE xc RERO bU dd o 45 Adding a Deskboard Tile iius nur REO Ox ORO EX Ae RERO Rhen Pura RER one 49 Applying Filters to Tiles 0 0 ccc es 52 Advanced RealViewer Topics 000 cece ees 53 USING RTE PPP 53 Rearranging Tiles in the RealViewer Window o3 EE ee E ee E E dE EE EE E dE 55 MOCO CUON M 55 Starting RepOLFIGF a s aaia a ei a AP ew 378 ee 474 CLR ROR E AA le 55 Using Startup Wizard 2 53 99 0 roe chem see ee ed a ndis Re Pad dA UP E draco dcm d 55 RUNING RODOLIS ca 59 mS xa dex Ea eben ea ae EON dE RR a CUR bo een dec 57 Saving and Reusing Reports 2 4 eee 57 Report OptionS dM T 58 Applying a Date Range 0 0 0 lese 58 ADDIYING FINCK saa ador gea o9 E qao dea det leek s OCC nG CHR ee ee Oe dn 58 Creating a Report 0 cee es 59 EXPOMING DAN x Lr 60 Advanced Reporter Topntce 0000 cece es 60 Previewing and Printing Reports 60 Playing Back Recorded Cales 1 0 0 0c eee eens 61 WSING Auto REPONET na kakanta TMA COR Gey ewes tee ee See o ege an Ea 61 Reporter Real Time 0 0 0 0 ce ee 65 INFFOQUCUON P 65 Starting Reporter Real Time 0 0 0 0 ee 65 Using Startup Wizard Xa ARA tee geg ees 66 Using Reporter Real Time TileS 0 000 cee ees 67 Adding a NE M P 73 Changing Statistics on a List
37. ar to the side of the window that it is to dock with When the window gets close to the other window the two will snap together You can dock windows to any corner of a window as long as both windows support docking To undock a window Use the titlebar of the window to drag it away from the window it is docked with The window will not undock immediately but after it has been moved a short distance it will undock and then be positioned on the screen as normal You can move all the docked windows as one by dragging the titlebar of the main window or if two other windows are docked together dragging the titlebar of the window that has been docked to Contact Center Suite User Guide Status Bar Many looks indicate textual status information on the main window This information includes the current connection state with the Server See the online help for details on the status messages 1001 Active Call List The active call list displays a list of calls and routed e mails that are active at your extension right now In some looks the active call list is in a separate window while in others it is part of another window Each call in the call list consists of the call status call detail and call control buttons as shown in the example below O gt T lt m mi A 1 Active Calls 09 94008 01293 608 219 New Contact 0 00 06 BAE fly Cha cys 952 Ne Call Status Call Detail Call Control Buttons
38. based computer This application makes extensive use of Caller ID and Dialed Number Identification Service DNIS O gt T lt m mi A A CallViewer user will have a networked PC connected to the Server and a telephone connected to the company telephone system When the user makes outbound calls or receives inbound calls the dialed number or the Caller ID of the caller along with other pertinent customer information appears in the CallViewer user interface This enables the user to see information about the caller before answering CallViewer can also be used to screen pop the customer information in the company database saving you time locating the relevant information Version 4 1 of CallViewer provides Media Blending functionality When an agent is routed an e mail by Intelligent Router the e mail message appears in Contact Center Suite just like a received call If you are using Connection Assistant the information in this section applies however refer to the Options License topic in the online help for details on CallViewer and Connection Assistant feature differences Starting CallViewer From the Start menu choose Programs Inter Tel Contact Center Suite and then select CallViewer or Connection Assistant In the remainder of this section CallViewer is referenced although the information may also apply to Connection Assistant NOTE When CallViewer starts the Startup Wizard begins as described o
39. bled on your Contact Center Suite system you may receive e mail messages that Intelligent Router has routed to you via the hunt group you are logged into The e mail messages appear along with calls in your Active Call List When you receive the e mail you are placed in the Busy E mail agent state so that you will not receive any telephone calls while you are working on the message Responding to a Routed E mail Message The process for answering a routed e mail is the same as non routed messages as follows Open the message in your e mail client Read the message Click Reply Type your response 5 Click Send poc Ie SS After you have responded to the message you are taken out of the Busy E mail state so that you can take further calls Contact Center Suite User Guide Using Outlook with Routed E mails If you are using Outlook as your e mail client and you have installed the Contact Center Suite Outlook Extensions support the integrated toolbar allows you to easily send agent requests and perform common functions on routed e mails Refer to the online help for Outlook integration information a list of the toolbar s buttons and a description of the corresponding action Using the Alternate Response Method ARM Command In some instances it may be more appropriate to use some other method of communication such as a telephone call or a written letter rather than responding by e mail In this case you do not want
40. can also add a filter by clicking the Filter button on a tile or report and choosing Add Filter e Remove Removes the currently selected filter You are prompted for a confirmation before the filter is removed If you remove a filter any tiles or reports using that filter will default to the All Calls filter e Remove All Deletes all filters listed except the All Calls filter You are prompted for a confirmation before the filters are removed If you remove all of the filters any tiles or reports using those filters will default to the All Calls filter e Edit Displays the Edit Filter dialog box so you can edit the selected filter You can also access the Edit Filter dialog box by double clicking on the filter you want to edit e Copy Copies the current filter and immediately includes it in the filter list The name of the copied filter is the same as the original filter except it includes 1 after the name For example a copy of the Sales filter would result in Sales 1 Each of these options is described in detail in the online help d D LLI SS LL dl Lu ke amp STATISTICS Adding a Filter You can create as many filters as you need limited only by the available memory of your computer You can also edit a filter after creating it to immediately see the effects of the changes you make When running in Call Summary mode where you do not use a RealViewer NOTE l license you cannot create or app
41. created and the property sheet for that tile opens See the online help for details on completing the tile options Contact Center Suite User Guide 73 A mi gt m m HL ERR eT E S KE O A UI LU c c 74 Example Adding a List Tile In this example you will create a new tile containing an agent list using the report view To add a list tile 1 From the Reporter Real Time toolbar click the Add button De and then select Agent List 2 On the General tab a Select the Use Report View option b Leave the other options set to the default values 3 On the Fields tab click the No Id 1 field and then click Move Up so that it is the first field in the list Use the list below to select the fields and statistics that you wish to display on the tile Add Status Description Remove Logged In At Current Status Time in Status Tot Time on Duty Move Down Calls In Completed Calls Out Completed Avg Talk Time Total Talk Time 4 On the Agent Help tab select the Enable agent help on this tile 5 Click OK The Agent List tile is created and has the All Calls filter applied automatically Example Sorting Data on an Agent List Tile In this example you will change the view of the agent information by sorting on different fields Sorting a tile by different fields allows you to quickly see which agents are busy or free without having to scroll through the entire tile To sort
42. cs To change the statistic click the ellipsis button and then choose the new statistic from the available menu If you change the statistic without changing the caption you will be asked if the caption should be changed when you click OK If you click Yes the caption will change to match the new statistic If you click No the name will not change The number of statistics that Call Summary supports is limited If Call Summary is running any statistics that are not supported are disabled NOTE If you change a statistic for a tile also change the caption to match the statistic If you do not change the caption it may become confusing Contact Center Suite User Guide 49 70 m gt E lt m mi 7 e Caption Allows you to edit the caption displayed above the tile If you do not change the caption but change the statistic you will be asked if the caption should be changed when you click OK e Filter Use the drop down list to select a filter to apply to the tile This filter is automatically applied when you click OK If needed you can click Add to display the Add Filter dialog box which will allow you to create a new filter If you create a new filter it is automatically selected as your preferred filter for this tile See pages 37 and 52 for details on filters NOTE The Filter options are disabled if running Call Summary 3 Select the Appearance tab Deskboard Tile Properties E 3 7 xl Statist
43. d do not want to preserve the original values in the default report list e You can create a new report and modify the options that are predefined for the report type that you select as the starting point Use this option when you want to define a report that you plan to use at a later time and still preserve the original values in the default report list Example Modifying an Existing Report In this example you will modify the Call List report to remove two fields Call Time and Call Segment that you do not need and add a field that you do want to see Talk Time To modify an existing report 1 On the Report List panel on the left right click the Call List report and select Properties 2 On the Fields tab click the Call Time field to select it 3 While pressing and holding the CTRL key click the Call Segment field Both fields are now selected so that you can remove them both at once 4 Click Remove 5 Click Add and then select Talk Time 6 Click OK The report is updated automatically Example Creating a New Report In the following example you will create a new report based on the Call Cost by Cost Group showing only Calls Out for last month To create a new report 1 From the toolbar click New Report fib 2 On the General tab a Atthe end of the report name type Last Month OUT to distinguish it from the default report A m H ie A m A b Select My Reports from the category drop down lis
44. des a small main window with options to open additional windows for the dial pad active calls call history and user defined buttons This option may be preferred by call center agents and managers or non call center users because of its flexibility dii CallYiewer 23 x 14 Contact Center Suite User Guide e CallViewer Quick Connect Provides call controls in the smallest interface option This option may be preferred by a call center agent who need basic call control functionality without sacrificing space on the desktop Qo xe The CallViewer Quick Connect look and feel option is not the same as the Show Quick Connect feature available in all the choices When you NOTE enable Show Quick Connect in the CallViewer SC Y Executive Display or Handset you see a small icon either position anywhere on your screen or pi that you can P m lt m mi A e CallViewer Handset Provides basic call control through an interface that resembles a telephone display with additional windows for call history and user defined buttons Titlebar area Display area Window controls CallViewer System Menu icon Feature buttons Each look and feel choice contains its own set of options and features such as an active call list call history and dial pad which are described in the following sections Contact Center Suite User Guide 15 D TT gt af d lt O Exploring Look and Feel Component
45. dresses 10 1 2 1 to 10 1 2 254 e Look and Feel Page Choose which look you prefer for CallViewer from the drop down list For each selection you see a sample picture and a description of the features included The example below shows the Executive Display Configure The Look and Feel e 7 X sim INTZR TZL CL O gt r lt m mi A Choose the look and Feel that you would like the application to have You can change this later if required Contact Center Suite Yarion 4 0 Callviewer executive interface consists of several dockable Windows allowing you ka choose which Features you see on the screen z Back Cancel Help You can change to another Look and Feel selection at a later time if you choose See page 14 for details NOTE Contact Center Suite User Guide 9 e Ready To Go Page Select and configure a Ready To Go solution so that you can quickly access another application from within CallViewer The Ready To Go Solutions choices are shown in the following example Install A Ready To Go Solution m X You can install a Ready To Go solution ko screen pop your company D database Running the Startup Wizard more than once will allow you bo LLI create multiple installs of your chosen solutions rather than overwrite Contact installed solutions allowing you to screen pop different databases S Center Do not install a solution l Micrasoft
46. e of the Options dialog Some buttons may be disabled this will depend on the status of the calls at your extension whether you are licensed to use such a call control feature and whether the telephone system supports the call control feature See the online help for descriptions of the available call control buttons Examining Call Details To obtain a summary of information on the current call you are handling double click a call in the active call list The Call Details screen is displayed as shown below Call Details Caller ID Dialed Digits 6014895521 Connected To 54068 ONIS Trunk Line 94068 Field 2 Hew Contact Field 3 Tel 6074895571 Field 4 Field 5 Field 6 Call Flags 195547 DID Call Serial Number 4992b3a1 31 fb 4d00 a31 c b344ef 30887 Call ID 1024807 94068 Account Code Device First Rung 1000 Time Call Started 12 29 2004 4 48 48 PM Time Call Answered 12 23 2004 4 48 48 PM Extension Last Handled By 1000 18 Contact Center Suite User Guide Dial List CallViewer stores a list of the last 20 dialed or received telephone numbers allowing you to quickly re use numbers that you have recently called or received calls from When more than 20 entries exist in the list the bottom most entry is removed Click a dial list button on a window to display a menu containing all the numbers in your recent dial list Click a number in the list to immediately place a call to that caller from your extension
47. e the Close 3X button to close the current report Applying a Date Range To change the date range for a report click the Date Range 3 button in the toolbar of the report and select the time frame e g today yesterday this week etc from the drop Yesterday down list If you have complex date criteria to apply or if you oe want to define a custom time frame use the Report Last Week Properties dialog box see the online help This Month Last Month Today Last 15 minutes Last 30 minutes Last 60 minutes Last Call Rate Period Custom Applying a Filter Filters control what is included in the resulting report e g date time DID extension s group s etc To apply a filter to a report click the Filter S button in the report s toolbar and select an existing filter or click Add Filter to create a new one see Adding a Filter on page 38 D LLI ke D n Lu D 58 Contact Center Suite User Guide Creating a Report Reporter contains report templates which are predefined layouts that determine which call Statistics are contained within the report and how it is displayed A report template can be customized using the report properties A description for all Reporter report templates is provided in the online help There are two ways you can create a custom report e You can modify the report Properties for a default report Use this option when you want to run a temporary report an
48. ed Calls In Ans Calls Out Ans Total Ring Time Total Talk Time Total Hold Time Total Call Time E n ns B skardoned Bart Clos Contact Center Suite User Guide e Agent Detail tile Displays every available statistic for a given agent and graphs some of this information z Stewart Frankel 10013 Caller ID Dialed Digits DID Digits Field 2 Field 3 Field 4 Field 5 Field 6 DNIS Direction Status Ring Time Talk Time On Hold for Call Time On Line Calls On Extension Logged in at Current status Time in status Status changed at AT ge T Login Count DET Calls Handled Bg Abandoned Calls In gg out Calls In Out Anz Calls Out O Calls Out Calls Abandoned Calls In Ang Calls Out Ans Total Ring Time Total T alk Time Total Hold Time Total Call Time See the Tiles Filters and Statistics section of this User Guide and the online help for more information Adding a Tile The procedure for adding a tile is very similar to adding a tile in RealViewer however Reporter Real Time includes a New Tile Wizard to help you set the options The examples in this section do not use the New Tile Wizard You can also create the type of tile you want directly from the toolbar not using the wizard using the steps below To create a tile Click the Add button Pai on the toolbar or click Add tile from the shortcut right click menu and then select the tile type The new tile is
49. ed when using the Inter Tel 7000 system To change NOTE your DND Status you must use Personal Communicator and change the when receive a call setting Example Creating a DND Busy N A DND State Button In the following example you will create a button to change to the UNAVAILABLE state 1 From the Button Manager click Add 2 Onthe General tab select the Button Text check box and then type UNAVAILABLE in the text box On the Action tab click the action list and select Set DND State Select the option Enable DND at your extension Select UNAVAILABLE from the parameters list Click OK o St sm g Using Call History The call history window contains details of the calls and possibly routed e mails if Media Blending is enabled on your system that you have received Icons and colors associated with each item indicate whether the call was inbound or outbound answered unanswered etc Refer to the online help for a complete description of colors and icons used in the call history To place a call immediately to a number in the call list double click the entry If you double click a routed e mail in the list your default e mail application creates a blank e mail addressed to that recipient You can filter the contact list to make it easier to locate calls using the Options button in the call history window You can also customize the fields that are displayed using the Call Log Fields tab of the CallViewer Options dialog
50. ed with this button and then click inside the key assignment text box 6 Press the keyboard keys that you want to assign to the hot key for example CTRL H 7 Click OK The Agent Help button appears in your user button area To request agent help you can either click the button or press CTRL H The LED on the button illuminates to indicate that you have requested help Supervisors can enable the agent list tile in Reporter Real Time to show which agents have requested help Contact Center Suite User Guide Li Feature Set 2 x Record Call Agent Help Order History m LE 29 oO gt m lt m mi A Screen Popping Calls and E mails CallViewer can be used to screen pop customer information in the company database however a Ready To Go RTG solution must be configured or a custom macro have been written for the feature For example if you have configured the Screen Pop from GoldMine RTG when you answer a call that is identified i e has Caller ID information about the caller can be displayed for you if it is found in your GoldMine database Screen popping is most effective if it is triggered when the call is answered rather than when a call is alerting Screen popping can be implemented using an RTG button which you click after answering a call or using CallViewer rules which automatically displays information for identified contacts The next section includes an examp
51. enter normally handles This will affect the different statistics that your default RealViewer screen displays Type of Calls x m INTZR TZL Does pour office generally receive calls make calls or iz e mes there an even balance between the two Contact Center We mainly receive calls Suite C We mainly make calls Varsion 4 0 C We make and receive calls Back Cancel Help 2 m gt E lt m mi 7 Select one of the following options and then click Next o We mainly receive inbound calls Select this option to create a screen that will predominantly show statistics for inbound calls o We mainly make calls Select this option to create a screen that will predominantly show statistics for outbound calls o We make and receive calls Select this option to create a screen that will show statistics for both inbound and outbound calls e Filtering the Data If you selected Shows statistics for an individual or Show statistics for a group in the RealViewer Style screen see page 46 the Filtering the Data page allows you to specify the extension s that you want to include To do this complete the following fields o Your extension Enter the extension that you use to make and receive calls o Your group Enter the list of extensions in your group including your own extension Each entry should be separated by a comma Contact Center Suite User Guide 47 e Finished If you want to r
52. er 3 5 Date Range Button 58 Deskboard Tile 49 67 Developer SDK 8 Devices 8 Dial List 16 19 Dial Rules 11 Dialed Number Identification Service DNIS 7 DID Number 37 45 65 DNIS 7 Docking Windows 16 Dongle 45 DSS Buttons 6 27 E Editing filter 41 tile 36 E mail Messages 32 E Mailing Reports 61 Enquiry Transfer 79 Executive Display Look 14 Export Reports 5 Exporting Data 60 Extension Detail Tile 72 83 Extension Filter 39 40 Extension For Call Control 66 Extension List Tile 70 E Feature Sets 16 21 Filter adding 38 agent ID 39 applying 52 applying to reports 58 applying to tiles 76 call statistics 40 editing 41 extension 39 extension in hunt group 40 RealViewer 50 removing 41 Filter Manager 37 Filtering Data 47 Filters 37 Flash The Tile 53 Free 34 Free E mail 34 Freeemail 34 G Go Dial 24 GoldMine 30 Graph Multi Stat Tile 68 Graph By Device Tile 69 Graph Over Time Tile 68 H Handset Look 15 Help navigating 2 printing 3 searching 3 Hunt Group 32 37 Import automatic macros 13 button macros 13 configurations 12 hot keys 13 Intelligent Router 3 5 6 32 37 Internal Call Modeling 6 45 84 International Calls 11 International Dial Code 12 Inter Tel 5000 4 Inter Tel Axxess 4 Item To Display 49 L Legacy Look 14 Licenses 5 Licensing 5 45 60 Local Area Code 11 Local Toll Calls 11 Long Distance Code 11 Look and Feel 6 9 14 active call list 16 17
53. eview your choices use the Next and Back buttons When you are satisfied with your selections click Finish to create the default RealViewer screen or Cancel to close RealViewer Finished ee xi Congratulations The wizard i now complete You can review pour choices before creating the Wallboard by using the Previous and Mest buttons Contact Cmim lek the Finish button to have your Realviewer created for Center pou or Cancel ta not create the Real iewer Suite Yarsion 4 0 x Back Cancel Help D TT gt S t Mm ac 48 Contact Center Suite User Guide Adding a Deskboard Tile Tiles are the building blocks of RealViewer See Tiles Filters and Statistics beginning on page 35 for basic tile concepts To add a Deskboard tile 1 Click the Add Tile button e on the toolbar or click Add Tile from the shortcut right click menu The new tile is created and the property sheet for that tile opens as shown below Deskboard Tile Properties H KI Statistics Appearance ltem to display Choose the piece of information to display Total Calls Choose a caption to display on this tile Total Calls Y Choose the filter to apply to this tile A Calls sl Add Cancel Help 2 Complete the following fields in the Statistics tab e Item to display Shows the currently selected statistic that the tile will display see the online help for details on statisti
54. ght click on the tile and select Properties The property sheet is displayed with the tile s current settings 2 Change the settings as desired 3 Click OK when finished or click Cancel to exit without saving changes See the online help for details on the property sheets associated with tile NOTE properties Removing a Tile To remove a single tile right click on the tile to remove and click Remove At the prompt click Yes to remove the tile or No to cancel the action NOTE Removing a tile cannot be undone You can also remove all tiles by using the Tiles property page of the Options property sheet see the online help 36 Contact Center Suite User Guide Filters Filtering is a feature provided in Reporter Reporter Pro RealViewer and Intelligent Router This allows you to select information that you want to see based on different parameters such as how long a call was active what ACD hunt group the call rang wnat DID number the call used to access the switch etc You can choose to filter calls by trunk or by device Filtering calls by device considers each individual device with which a call is handled whereas filtering by trunk only considers each call once regardless of how many devices handled it Filtering by device is often used to measure individual agents or extensions while filtering by trunk is used to measure statistics against DID numbers or trunk lines e g to measure the effectiveness of a marketing
55. h Media Blending If you are using Connection Assistant this information applies however refer to the Options License topic in the online help for details on CallViewer and Connection Assistant feature differences e Tiles Filters and Statistics This section covers general concepts for tiles filters and statistics which are common to several client applications e RealViewer This module contains information on starting RealViewer and using Startup Wizard It also covers basic RealViewer tasks such as creating a Deskboard tile and applying filters to tiles Advanced topics include setting tile alarms and rearranging the RealViewer window e Reporter This module contains information on starting Reporter and using Startup Wizard It also covers basic Reporter tasks such as running reports saving and reusing reports changing report options and exporting data Advanced topics include printing and previewing reports using Auto Reporter and integrating with the Mercom Audiolog Server e Reporter Real Time This module contains information on starting Reporter Real Time and using Startup Wizard It also covers basic tasks such as adding tiles customizing the tile s appearance changing the statistics on a tile and applying filters Advanced topics include creating DSS tiles for extensions and agents using call control and using Auto Reporter Contact Center Suite User Guide 1 Online Help gt D TT 2 oO There are
56. handled average ring time etc Trunk List All Calls Ui d Ste Hole Jrez Field 2 First Rang Last Rang An On howls ing Time Talk T Tis 942 Mut Mea arter s17 vl AN NA INE FERE EE dd nj A mi gt m m HL ERR eT E Contact Center Suite User Guide T1 e Contact List tile Displays a list of active contact traffic i e external and internal calls as well as e mails The Contact List differs from the Trunk List in the following ways o The contact list displays the Caller ID field and this field is sorted by default o The contact list can only display call detail statistics and is dynamic showing only calls that are currently active Contact List All Calls Ste CallD Dir T i EE Ki a sl eee Ro eee d F 4 x L e Extension Detail tile Displays every available statistic for a given extension and graphs some of this information Baker Rich 41145 Telephone No 202 25 DID Digits Field 2 Halden Steve irre Field 3 Ria i Bl nior Cal Field 4 E B rsy Emah Field 5 Clap Cap Field 6 uurapap Emah D NIS Bono Direction Status Hing Time Talk Time On Hold Far Call Time On Line Calle On Extension Agent Current Status Time in Status UO Call Sammaty S KE O i A UI LU tc c Status Changed At Login Count Calls Handled Calls In 2 Calls In Calls Out Calls Out Calls Abandon
57. he report at 9 AM the report would be processed again to reflect all of yesterday s information If however you ran the report again before midnight when the date changed Reporter would use the information stored in the report cache To run an existing report do one of the following e Double click the report in the report list e Select the report name in the report list and press ENTER e Right click the report name and select Run To view a previously run report Right click on the report name and select View Saved Report It takes longer to generate reports that were not previously run because SONE Reporter must gather and analyze data from Contact Center Server A m H oO A 2r m A Contact Center Suite User Guide 57 Report Options After you have run a report you can quickly change the content or view of the current report using the following buttons on the report window e A Use this button to hide the header information name of the filter used the time frame for the report content the date and time the report was last run the number of items and the time it took to run the report To display the header again click the button e Use the Date Range button to change the time frame for the report content see Applying a Date Range on page 58 e EE Use the Filter button to select an existing filter for the report or create a new filter see Applying a Filter on page 58 You can also us
58. ics Appearance Colors Choose the colors to draw the text and background of the tile in FC Background es Hed sl Bi Tou can set an alarm on this tile to notify vnu of changes to the tile s value Activate the alarm on this tile D LLI l wi LLI D Alarm Settings Cancel Apply Help 50 Contact Center Suite User Guide Complete the following fields e Text Color Use the drop down list to choose the text color for the tile or click the ellipsis button to select a custom color e Background Color Use the drop down list to choose the background color for the tile or click the ellipsis button to select a custom color When selecting a custom color move the sliders for the R G and B options to change the colors in the sample areas o To lighten the shade of the Sample click the color sample s to the left of the center box o To darken the shade of the Sample click the color sample s to the right of the center box e Activate the alarm on this tile Select this option to apply an alarm to the tile If an alarm is currently firing when you clear this box the alarm will stop signaling when you click OK e Alarm Settings Click this button to configure the alarm using the Alarms dialog box Configure the alarm as described on page 53 4 Click OK when finished or Cancel to exit without saving changes If you click OK the new tile will appear in the Tile Area Exam
59. ions Contact Center Suite User Guide 13 D D gt af d lt O Using the Look and Feel Options CallViewer uses several look and feel options to define the appearance and functionality of the main windows Some options are typically used by a call center agent for screen popping while others may be used by other non call center users as a computer based interface to their desktop phone The options are described in greater detail in later areas of this section Items such as network settings dialogs and button creation dialogs are not defined by the look and feel and are common across all choices Selecting a Look and Feel Option Use the following descriptions to help you choose the look and feel option that suits your need best Refer to page 16 for descriptions of the components e CallViewer Legacy Provides a familiar interface for existing users with its similarity in appearance to previous versions of CallViewer The buttons that were included on the caption bar on previous versions to launch Personal Navigator and user defined feature buttons are no longer available ERE Ej CallYiewer 1003 1002 Extension 1003 Connected The Legacy option has a compact design that requires little desktop space which makes it ideal for call center agents use however it contains the fewest features It also offers a smaller mini mode version with only control buttons e CallViewer Executive Display Provi
60. k Alarm Settings In the Alarm fires when area use the first drop down list to select gt greater than or equal to and then in the second drop down list select 25 This setting causes the alarm to fire when the number of calls waiting reaches 25 or more 4 Select only the Flash the tile option and 30s from the drop down list to select how long the tile will flash Refer to the online help for information on the other alarm action options You can select more than one notification option when setting the NOTE alarm e g you can have the tile flash and play a sound file at the AJ m gt lt m m same time Si 5 Click OK To deactivate an alarm clear the Activate the alarm on this tile option in the Appearance property sheet for the tile Rearranging Tiles in the RealViewer Window There are two ways you can rearrange the RealViewer window e Using the drag and drop feature click and drag the tile you want to move Then position it over the tile that you want it to precede The border of the stationary tile thickens or becomes highlighted Release the tile you are moving It is automatically placed in the area BEFORE the highlighted tile e Using the toolbar icon Ay you can arrange the tiles in a grid columns rows or by best fit Refer to the online help for details Contact Center Suite User Guide 53 This chapter provides detailed information on the Reporter module in Contact Center Suite
61. l or the online help for configuration details For details on other Auto Reporter features refer to Using Auto Reporter on page 61 A m gt m m HL ERR eT E Contact Center Suite User Guide 81 A Action Menu 21 Active Call List 16 17 22 Adding a Filter 38 Agent Detail Tile 73 Agent Help 6 Agent ID Filter 39 Agent List Tile 71 Agent States 24 80 Agent Status changing 34 commands 33 34 Agent Status Commands 33 34 Alarm Publishing 81 Alarm Settings 51 Alarms 51 53 76 Alternate Response Method 33 Appearance 75 Appearance Tab 50 Applications 5 Applying a Filter 58 Applying Filters 52 Area Code 11 ARM 33 Auto Configure 9 56 66 Auto Reporter 5 61 81 Auto Reporter Site 56 Axxess 4 B Background Color 51 Background Colour 51 Batch Reporting 61 Blind Transfer 79 Busy E mail 34 Busy N A 34 BUSYEMAIL 34 Buttons 21 C Call Control 66 79 buttons 18 extension 66 StationViewer 79 Call Costing 56 Call Detail 18 Call Details 18 Contact Center Suite User Guide Call History 15 16 19 Call Logger 6 Call Statistics Filter 40 Call Status 17 Call Summary 45 Caller ID 7 Calls making 23 monitoring 80 playing recordings 61 recording 81 redirecting 23 transferring 23 CallViewer 5 Caption 50 Changing an Agent State 80 Color Background 51 Text 51 Connection Assistant 1 7 Contact List Tile 72 Controlling Calls 23 Country Code 12 CTI Server 8 46 55 66 D Data Manag
62. le to create a screen popping rule D TT gt af d lt O Defining and Using Rules Rules enable you to automatically perform a specific action when a specific event occurs based on various criteria being met For example you could create a rule to send a call to voice mail if it was received without Caller ID The rules dictate the initial event or trigger event that must occur before conditions are evaluated and an action is executed Rules are evaluated in the order that they appear in the Rules Manager screen When you create a rule it is automatically added to the bottom of the list Therefore if you want actions to fire in a specific order you must add the rules in the order in which you want them evaluated NOTE To open the Rules Manager right click the CallViewer tray bar icon Us and select Rules The rule list displays a list of all rules that have been created and the following information for each rule e Rule Displays the user defined name and indicates whether the rule is currently enabled en green icon or disabled gray icon It does not reflect the global rule enable state e Fire Count Displays the number of times that the rule has fired since it was created e Last Fired At Displays the last date time that the rule fired or N A if the rule has never fired e Fire Rate Day Displays the average number of times that this rule has fired since it was created or N A
63. list available When you have clicked on your selection the current look closes and the new look is opened This may take a few seconds to complete D LU u gt 3 d t O Future releases of CallViewer may contain additional look and feel options AE that are not described in this User Guide Using the Active Call List The Active Call List displays calls that are currently active at your extension including those alerting answered i e in progress and holding You can easily answer end hold and transfer the calls that appear in the list using the call control buttons described in the online help To use a control button select the item in the call list and then click the desired control button In addition to the call controls there may be options for user defined actions which are represented with a i icon See the online help for descriptions of the call control buttons and user defined actions 22 Contact Center Suite User Guide Controlling Calls with CallViewer There are many ways to make receive and control calls from your computer screen For example you can use buttons hot keys shortcut menus or create user buttons The following sections describe some of the possible methods Making a Call You can make a call using CallViewer in a number of ways which are described below Using Go Dial 1 Highlight a telephone number in another application 2 Click the Go Dial button Usi
64. ly filters to tiles To add a new filter 1 Open the Filter Manager and click Add Or you can click the Filter button T in a tile or report caption and click Add Filter The Add New Filter screen is displayed 2 Select the tab corresponding to the information you want to use as the filtering parameters Your options are as follows e General e Call Route e ACD Hunt Groups e Direction amp DID e Duration e Call Status e Information e Transferred Calls e Miscellaneous 38 Contact Center Suite User Guide 3 Program the information for the selected tabs as described in the online help Any of the text based fields can accept wild cards e g x acme com or comma separated lists e g 200 204 207 209 to define the extensions groups or agents you want to include in the filter The list you enter can include ranges or individual extension items wherever you can specify a device For example if you entered 200 204 207 209 the filter would include extensions 200 201 202 203 204 207 and 209 You may not enter abc def for a device field range because letters are not valid in that context You can also select extensions or agents from the appropriate list which are intelli gently added to or removed from the list NOTE 4 Click OK when finished or click Cancel to exit without saving changes If you added a filter through the Filter Manager you are returned to the Filter Manager
65. mber is altered before being passed to the CTI Server to be dialed Choose one of the following options o Calculate dial rules via CallViewer Contact Center Server When enabled all dial rules are calculated at the CTI Server using previously configured options This is the default setting o Specify dial rules for this installation When enabled all dial rules are calculated by CallViewer using rules configured here or from the Options feature To support canonical format dialing i e the format that Outlook uses to store numbers you need to use local rules that are correctly configured Then you can dial numbers in the form country area number for example 44 1293 608200 The dial rules configuration includes tabs for General Local Long Distance and International settings Each tab contains a test section described on page 12 so you can try out the settings before finishing the configuration To set the dial rules complete the following steps O gt T lt m mi A 1 On the General tab program the Outbound Dial Prefix which is the number you need to dial to reach an outside line for example 8 or 9 This information is critical for external outbound dialing 2 On the Local tab program the following o Local area code Enter your area code for example 480 o Local toll calls Enter any prefixes within your area code that may require the long distance code You can enter partial prefixes t
66. n the next page The features of CallViewer can be limited by specifying passwords on the Server If the Server has all password levels set you will need to enter a password to access CallViewer Contact Center Suite User Guide 7 Using Startup Wizard When you launch CallViewer for the first time the Startup Wizard helps you configure various common options step by step Each set of options is shown on its own page and includes Next Previous buttons for navigating through the wizard If you want to run the startup wizard at a later time right click the CallViewer tray bar icon Us and select Startup Wizard NOTE The following screens display during setup e Welcome Page This page begins a sequence of Startup Wizard pages that is used to collect some configuration defaults for the software D TT gt af d et O e Devices Page Enter the extension number and the voice mail number used for this installation of CallViewer The devices can be changed later using the Options dialog on the Devices tab e Search for Contact Center Server Choose one server option from the following choices o Run in simulation mode When enabled no connection is made to a CTI Server and the software runs in simulation mode Enable this option when you need to simulate calls to test macros that you have written Simulation mode is only used with the Contact Center Suite Developer SDK when creating user defined actions If you
67. ng code the caller enters The Test section appears on each tab and contains a Sample telephone number text box where you can type digits to test As you type the number to test the Actual number dialed field updates as you type to reflect the number that would be dialed by CallViewer D TT gt af d lt io Click Test to apply the dial rules to the sample telephone number and produce a result in the Actual number dialed display The type of call internal local long distance or international is also displayed to help you determine which rule you may need to adjust for correct dialing The Actual Number Dialed area is for display only you cannot edit NOTE the contents e Import Your Previous Configurations Page This page appears only if you are upgrading from an earlier release of CallViewer version 3 x or before if legacy macro files or hot key settings are detected and there are no current actions or hot keys defined for the current installation If you have existing Ready To Go RTG macros in use in CallViewer you should NOT upgrade your old macros and buttons but instead recreate them with the new Ready To Go integrations In v4 0 and later the Ready To Go options are more advanced and provide tighter integration with v4 0 and later i e they can be more fully customized have multiple instances etc This also applies to automatic macros which are now defined by rules If you have existing RTGs in
68. ng example you will create a filter to monitor an agent or extension in a hunt group 1 Open Filter Manager as described on page 38 and then click Add 2 On the General tab type a unique description of the filter name for example Ext 1234 in HG 2000 3 In the Devices section select the extension number from the drop down list to include in the filter for example 1234 4 On the Call Route tab in the Call First Rang At Extension Group field select the hunt group number to include in the filter for example 2000 NOTE Do not select the hunt group on the ACD Hunt Group tab 5 Click OK The Ext 1234 in HG 2000 filter is ready to be applied to a tile Example Creating a Call Statistics Filter for a Hunt Group In the following example you will create a filter to monitor call statistics for a single hunt group 1 Open Filter Manager as described on page 38 and then click Add d D LLI SS LL dl Lu ke amp STATISTICS 2 On the General tab type a unique description of the filter name for example Call Stats HG2000 3 Onthe Call Route tab in the Call First Rang At Extension Group field select the hunt group number to include in the filter for example 2000 4 Click OK The Call Stats HG2000 filter is ready to be applied to a tile Other Filter Suggestions The following filter suggestions are a few of the many types you can create to analyze activities in Contact Center Suite e Fil
69. ng the Dial List O gt m lt m E mi A Click the Dial List button in the Dial Area see page 19 to select one of the last 20 recently placed calls The number is dialed as soon as you make a selection OR type a new number in the Dial Area s text box and press Enter to dial the number Using the Dial Command 1 From the Action menu see page 21 select Dial The Make Call dialog box is displayed 2 Type the telephone number in the text box and then click OK to dial the number or click Cancel to close the dialog box without dialing Transferring Redirecting a Call A Direct or Blind transfer does not place the transferring call on hold while ringing the destination number but immediately completes the transfer i e the person at the distant end will hear the call ringing at the destination number To transfer or redirect a call 1 Choose one of the methods described below e Click the C button on the Active Call List for the call that you want to transfer or redirect e Select Blind Transfer or Redirect from the Action menu e f you are using the default hot keys press CTRL F10 to transfer or redirect a Call The Transfer Call dialog box is displayed 2 In the text box type the extension or number of the destination where you want to transfer or redirect the call 3 Click OK to transfer or redirect the call or click Cancel to return to the active call without transferring it Contac
70. nitoring Calls You can listen to and record conversations at other extensions if the features are enabled on the telephone system The following monitoring options are available when correctly configured e Silent Monitor To monitor an extension or agent from Reporter Real Time select the agent or extension that you want to monitor and then select the Silent Monitor option The agent will then be monitored from your extension until the monitoring call ends If the telephone system has been configured accordingly the agent or extension is not aware that they are being monitored NOTE This option is unavailable if the agent or extension is not currently on a call e Polite Intrude To politely intrude on an extension or agent from Reporter Real Time select the agent or extension that you want to monitor and then select Polite intrude The agent is informed of the intrusion by a beeping noise and can refuse to accept the intrusion If the agent accepts then the Supervisor extension will intrude on the conversation as if they had been conferenced in NOTE This option is available only on the Inter Tel 7000 system Contact Center Suite User Guide e Forced Intrude To forcefully intrude on an extension or agent from Reporter Real Time select the agent or extension that you want to monitor and then select Forced intrude The agent will be briefly informed of the intrusion by a beep before the Supervisor extension intrudes on the conve
71. o indicate a range e g 8 would indicate 800 899 o Always dial the local area code on local calls When enabled the local area code is always prefixed to the number being dialed when dialing a local number o The local area code is prefixed with OU for non international calls When enabled this setting will prefix the local area code being dialed with a 0 for non international calls entered using canonical format For example a UK number such as 01293 608200 would be entered in canonical form as 44 1293 608200 and would be dialed as such from a non UK country but in the UK the 0 needs to be prefixed to the local area code and so this setting would need to be enabled This setting only takes effect when dialing numbers in canonical form 3 On the Long Distance tab program the following o Long distance code Enter the code required to dial outside your area code e g 1 for the US o Dont dial long distance code Enter a comma separated list of area codes that do not require the long distance code Contact Center Suite User Guide 11 4 On the International tab program the following o International dial code Enter your international dial code e g 011 for the US o Country code Enter the country code where you are calling from e g 44 for UK 1 for US o Replace with international dialing code When enabled a in the number to be dialed is changed to the international diali
72. of buttons available in CallViewer windows e Fixed Buttons These buttons are part of the look They perform a specific action such as opening another window and cannot be changed or removed from the window e User Buttons These buttons can be created by the user When they are created they appear in the User Button area You can choose the action that the button performs when it is clicked You can also choose whether to display a picture on the button and or a label e Feature Buttons These buttons are similar to both Fixed Buttons and User Buttons A feature button already exists in a specific location in a look and often has some default functionality such as changing the ACD Agent state of the associated CallViewer extension However the user can edit a feature button to change its assigned action as well as change the picture or text displayed on the button Ifa feature button is edited it can also be reset to its default functionality O gt T lt m mi A User Button Area The user button area contains buttons you create Some user button areas are resizable allowing you to expand the area to fit the buttons The location and size of the User Button area depends on the look being used You can use the User Button area to create edit and remove buttons See Using Button Manager on page 25 for more information Feature Sets Some looks have Feature Set windows available called Feature Set 1
73. one server option from the following choices and then click Next o Keep existing settings This option visible and is the default choice if Reporter Real Time finds existing settings in the registry for a server to which to connect Select this option if you want the existing settings to be left unchanged o Search network for a CTI Server Select this option to search the network for available CTI servers This is the default option when no information is available for the server connection o Connect to this CTI Server Select this option to use the server that you specify in the text box below this option This is the default option when information is available for the server connection e Auto Configure Page This page is displayed only if you selected the option to search the network for a CTI Server in the previous page The Auto Configure page searches the local area network for CTI servers and after the search is complete a list of available server names is displayed Select a sever name to proceed e Extension for Call Control This page allows you to program the supervisor information Enter the supervisor s extension device number not agent ID and the supervisor s Talk Voice Mailbox if your site has a Talk Voice Mail system e Finished This is the last page of the wizard You can review your choices by using the Next and Back buttons After you are satisfied with your selections click Finish You can modify these configura
74. or GoldMine 9 From the search extent drop down select Search everything to search all phone fields using all number formats 10 Click OK to finish the Ready To Go configuration 11 Click OK to finish the rule Contact Center Suite User Guide 31 D D gt af d lt io Enabling and Disabling Rules You can disable rules so that they are not evaluated the next time the trigger event occurs This means that you can have multiple rules but have CallViewer evaluate only certain rules To enable disable individual rules 1 Open Rules Manager see Defining and Using Rules on page 30 2 Highlight the rule and click Enable or Disable To temporarily disable all rules from firing From the Rule Manager clear Enable rule firing and click OK No rules will be evaluated until you enable the setting again This setting controls whether rules are evaluated at all It does not affect each rule s enabled disabled state rules in the list are still displayed as either NOTE enabled or disabled regardless of this setting This means that if a rule is disabled when you select Enable rules firing it will not become enabled unless you specifically enable that rule Media Blending 32 Media Blending is a feature in Contact Center Suite v4 0 and later that allows Intelligent Router to route other forms of media such as e mail messages among available agents just like it routes calls If Media Blending has been ena
75. ortcut menu in the report window or report list The preview is displayed in the report window which contains its own toolbar with various buttons as described in the online help Do one of the following to return to list mode e Click the Preview button e Press ALT V again Do one of the following to print the report e Click the Print button Sf on the toolbar This option sends the report directly to the default printer e Press CTRL P e Select Print from the shortcut right click or main menu D Lu H D D LLI D 60 Contact Center Suite User Guide Playing Back Recorded Calls You must be licensed to use the Mercom Audiolog to play back recordings using Reporter If the call recording integration option was installed during the installation of Reporter you will be able to play back recordings from within Call List or Call Detail reports See the Contact Center Suite Installation Manual or the online help for recording server configuration details When a call is recorded and available for playback a Play Recording option is displayed in the shortcut menu and a speaker icon is displayed in the Call Detail list for that call or segment To play a recording e From a Call List report right click the call segment and select Play Recording If the Play Recording option is disabled there is no recording for that call segment e From a Call Detail report click Play which is displayed at the top
76. ou are using You can also handle calls at your own extension using various toolbar buttons See the ape Login online help for details FE Log out Before using the Call Control functionality you must Enter free stat specify your extension in the Call Control page in the Enter Busy N A state Configure View screen see the Options Call Control topic in the online help You should also identify the mailbox that will be used for recording calls Enter wrapup call Using Call Control with a StationViewer Tile Doe Tr KOY Enter wrapup e mail The call control menu for the Station Viewer tiles contains many of the options available for list tiles for Monitor example Call now and Log in which are described in the online help The following options are available only for StationViewer tiles e Pickup Call To pickup reverse transfer a call that is currently ringing an extension or agent select Pickup Call from the StationViewer call control menu e Blind Transfer To transfer a call that is currently at your extension to the StationViewer extension agent select Blind Transfer from the call control menu When selected the call is automatically connected to the StationViewer extension agent regardless of its current state e Enquiry Transfer To perform an announced transfer select Enquiry Transfer from the call control menu When selected the call at your extension is placed on hold and another call
77. ple Creating a Tile for Calls Waiting In this example you will create a tile to monitor the number of internal and external inbound calls that are currently ringing To create a tile for calls waiting 1 Click the Add Tile button e on the toolbar or click Add Tile from the shortcut right click menu 2 On the Statistics tab in the Item to display area click the ellipsis button select Active Call Statistics and then Calls Waiting 70 m gt E lt m m 7 The Calls Waiting caption is automatically added For this example leave the label as it appears however you may customize others you create that you want to distinguish from tiles with similar content Contact Center Suite User Guide 51 3 On the Appearance tab from the Background drop down list select CI Yellow 4 Click OK The new tile appears in the RealViewer window The All Calls filter is applied to the new tile automatically until a different filter is selected Applying Filters to Tiles Applying a filter to a tile allows you to select information that you want to see based on different parameters Beginning on page 37 the Filters section covers filters and some examples of commonly used filters In this section you will see how to apply a filter to an existing tile Example Changing Tile Properties to a Different Filter In a previous example on page 40 you created a filter for call statistics for a hunt group In this exam
78. ple you will apply the call statistics filter to the Calls Waiting tile that was created in the previous example To change tile properties to a different filter or Lu gt E et LLI Y 1 Click the filter button S on the top right corner of a tile to display a shortcut menu of available filters with the currently selected filter checked 2 Select the Call Stats HG2000 filter to apply to the Calls Waiting tile There may be a slight delay while the filter change is processed When a filter is selected the statistics on all tiles are recalculated Notice that the name of the current filter appears under the caption on the tile 52 Contact Center Suite User Guide Advanced RealViewer Topics The following sections are intended for experienced users who want to further customize RealViewer Using Tile Alarms Tile alarms immediately notify you when a statistic is within a certain parameter For example you may want to know when the number of overflowed calls reaches 15 With RealViewer alarm options you can set the tile to flash play a wave file or activate when this occurs Example Adding an Alarm to a Tile In this example you will add an alarm to the Calls Waiting tile to notify you when the number of calls waiting equals or exceeds 25 To add an alarm to a tile 1 Double click on the Calls Waiting tile s statistics or right click on the tile and select Properties On the Appearance tab clic
79. r Suite User Guide 33 D TT gt 2 d lt O Using the Refuse REFUSE Command If you do not want to respond to a routed e mail message you can refuse the message so that Intelligent Router will distribute it to another agent To send a REFUSE response 1 From your e mail application initiate a reply to the original e mail message For example in Outlook select the message and then click Reply 2 Add the text REFUSE somewhere in the subject field of the message You do not need to add anything to the body of the message 3 Click Send Changing Agent Status with E mail Commands You can also change your agent status at any time by sending commands to Intelligent Router in an e mail message See also Understanding Agent States on page 24 To send an Agent Status change command 1 From your e mail application begin a new e mail message 2 Inthe To field type the address of the ACD hunt group that routes e mail messages to you 3 In the subject field of the message type lt command gt where command is replaced with the keyword see table below for the agent state to which you are changing For example to change to the Wrapup state you would type WRAPUP in the e mail subject field NOTE You do not need to type anything in the body of the message 4 Click Send Keyword Abbreviation Agent State FR Sets the agent into the Free ACD status FREEEMAIL FREJ Se
80. r provides detailed information on how to use Realviewer Introduction RealViewer is an application that shows real time call statistics enabling you to see current details against all or selected call criteria on the telephone system Using RealViewer you can view statistics such as the Longest Waiting Inbound Call Today either across the telephone system for a group of extensions or for a particular event You can also view the number of agents currently in the busy state for example or the number of inbound calls currently waiting to be answered In addition you can filter information based on group DID number telephone number etc RealViewer v4 0 and later supports internal call modeling and media blending With media blending e mail messages can be routed handled and filtered just like calls RealViewer requires an available license on the Server dongle If a RealViewer license is not available Call Summary which does not support custom filters and certain statistics is invoked Refer to the Contact Center Suite Installation Manual or the online help for details on features available with different license levels Starting RealViewer From the Start Menu choose Programs Inter Tel Contact Center Suite RealViewer RealViewer If a RealViewer license is available RealViewer is started If there is no license available Call Summary is started 70 m gt lt m mi 7 When RealViewer starts if the Ne
81. rsation as if they had been manually conferenced in NOTE This option is available only on the Inter Tel 7000 system e Record This Call You can also record calls at an agent or extension to your mailbox To record a call select Record This Call When the call ends the recording will appear in your mailbox See the Contact Center Suite Installation Manual or the online help for details on configuring flags and mailboxes Certain or all types of call monitoring capability may be disabled on the NONE telephone system due to local by laws regulations etc Using Auto Reporter Auto Reporter provides several features to Reporter Real Time in addition to the ones available in Reporter The added features include the following e Statistic Publishing Allows you to publish up to 25 statistics per schedule to an HTML or WML file for publishing to the Internet or your Intranet The files can then be viewed in a Web browser on a WAP enabled device or used to drive a readerboard e Alarm Publishing Automatically writes any alarms that you have configured within Reporter Real Time to an alarm list You can then publish this list to the Internet in HTML or WML format for viewing in a Web browser or on a WAP enabled device You can also choose to display only certain alarms or alarms over a given period of time To successfully publish reports and statistics you need access to a Web server Refer to the Contact Center Suite Installation Manua
82. s 16 Each look and feel consists of one or more windows Each look has a main window and any number of other windows the availability of which depends on the look being used The main window is often the most different among each look as this window is often central to the functionality of the look The other windows have a more common interface The basic elements of the main window are described below Refer to the online help for specific look information The following types of windows are available e Main window see below e Active Call List see page 17 e Dial List see page 19 e Call History see page 19 e User Button area see page 21 e Feature sets see page 21 e Quick Connect see page 21 Main Window The main window is the central window for each look and feel and provides access to other components of the look The functionality of each individual look will vary in the main window This section describes some common elements of the windows The main window cannot be resized but can be moved using the window titlebar like any normal Windows application The titlebar is at the top of each window NOTE For specific information about the main window of a particular look refer to the online help Docking Windows Many looks allow you to dock join together windows to the main window or to other windows in the look To dock windows together Drag the window using its titleb
83. s Solutions Contact Center Suite is ideal for businesses such as an order entry center help desk customer support telemarketing firm etc that experience high call volumes and use a computerized database and or an automatic call distribution system although it is also suited to low volume environments As more customers turn to the Internet for sales support and service call centers receive e mails and faxes in addition to traditional phone calls Contact Center Server v4 0 or later supports full Media Blending effectively modeling all three forms of contact A third party fax to e mail gateway is required to support modeling of faxes NOTE Refer to the Advanced Applications Design Guide for Contact Center Suite part no 835 3053 for details 4 Contact Center Suite User Guide Software Applications The Contact Center Suite software package contains the following modules i9 lt m ZU lt m e Server Stores all call data and provides real time information for the other components of the system The Server is the heart of the Contact Center system Refer to the Contact Center Suite Installation Manual for information on Server e Data Manager Used to configure the Server It connects over the network to the Server and allows the administrator to configure various settings such as lists of devices or how to connect to the telephone system The Data Manager can also be executed on the same computer as the
84. s permitted However permission to reprint republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists or to reuse any copyrighted component of this work in other works must be obtained from Inter Tel Incorporated OVEINICW PE AA AE 1 About This Guid Mm 1 Online Help ssir apaw aa a d ddr uai dr R a AD UM Ze XD un Std Rene PUR d 2 Navigating Help Topntcs 00020 ses 2 Searching Hein 3 Pining a Help D Keele 3 Where to Find Additional Information 06 00 e eee ee 3 About Contact Center Suite a eer geg Ee nee e bade ELA NAE DANG GA AMANG 4 Software Applications aaa cn NEE EEN REN E DEAD KSP ABAKA BA eee 5 LICENSET m cee E E E PK NP Re ee Ch 5 Support Services 0 ccc KK hm 6 Features of Contact Center Suite v4 0 and Later 00 cece eee eee 6 PAA EE 7 INEFOCUCTON 5 i525 cen APA a a AA eS ee we oe AA AA 7 otarhng CalINIEWEN EE 7 Using Startup Wizard caivicretivtadene nati tenet en dane ae eee MAKA ANA E a d wns 8 Using the CallViewer Tray Bar Icon 000 cee es 13 Using the Look and Feel Options 0 00 ccc eee es 14 Selecting a Look and Feel Option 14 Exploring Look and Feel Components 0 000 cece ee eee eens 16 Changing the LOOK 2 4604 abend x ona ER 96b de doro mox G4 oe bog a bbe eae es 22 Using the Active Call List 22 Controlling Calls with CallViewer 0 000 e ee ees 23 Makng ee eee n che Pod ae oe E ee AA
85. screen If you added a filter using the tile or report buttons you are returned to the main application window Example Creating an Extension Filter In the following example you will create a filter to monitor a single extension 1 Open Filter Manager as described on page 38 and then click Add SOILSILVLS 8 TT m Me al r aml m A o 2 Onthe General tab type a unique description of the filter name This will be displayed in the Filter Manager and on any tile s caption that uses the filter The description should provide enough information so you can easily identify what the filter displays for example Ext 1234 3 In the Devices section select the extension number from the drop down list to include in the filter for example 1234 4 Click OK The Ext 1234 filter is ready to be applied to a tile Example Creating a Filter for an Agent ID for a Single Agent In the following example you will create a filter to monitor a single agent ID 1 OpenFilter Manager as described on page 38 and then click Add 2 On the General tab type a unique description of the filter name for example Agt 6234 3 In the Devices section select the agent ID number from the drop down list to include in the filter for example 6234 4 Click OK The Agt 1234 filter is ready to be applied to a tile Contact Center Suite User Guide 39 Example Creating a Filter for an Extension or Agent ID in a Hunt Group In the followi
86. t c Click Call Cost by Cost Group report in the Report Type list 3 On the Date Time tab select Last Month On the Fields tab remove the Calls In and Of All Calls In fields Click OK The report is run automatically Contact Center Suite User Guide 59 Exporting Data If you are licensed for Auto Reporter you can export reports to a variety of applications including Microsoft Excel Microsoft Word applications that accept Comma Separated Values CSV applications that accept Hyper Text Markup Language HTML and applications that use Wireless Markup Language WML You can also e mail reports to colleagues or publish reports to the Internet To make things easier Reporter includes three separate wizards each designed to step you through the process of exporting e mailing or publishing reports It also includes an Import Wizard designed to assist you in importing data from previous versions of Reporter or from Reporter Real Time See the online help for details on using the wizards Advanced Reporter Topics The following sections are intended for experienced users who want to further customize Reporter Previewing and Printing Reports Reporter has a preview feature you can use to see what the report looks like when printed before sending it to the printer Do one of the following to preview the report e Click the Preview button 4 on the toolbar or press ALT V e Right click and select Print Preview from the sh
87. t Center Suite User Guide 23 D D gt af d lt O Using Go Dial and Quick Connect Using Go Dial and Quick Connect are similar operations Both are used to quickly dial a number from CallViewer Use Go Dial when you want to dial a number that is highlighted in the last active Windows application For example you can highlight a telephone number in an e mail message and dial it using the steps below To use Go Dial or Quick Connect 1 Highlight a telephone number in a Windows application 2 Choose one of the methods described below e Click the Go Dial option from the Action menu or the icon in the Executive look or 28 in the Legacy and Quick Connect looks e Click the Quick Connect window You can also use Quick Connect to dial a number from the list of recent inbound and outbound calls Right click the Quick Connect icon or Leit and select a number to dial Understanding Agent States As a member of a hunt group your agent state changes to allow Intelligent Router to route calls and e mail messages The following states are used to determine your availability for calls and or e mails therefore are not available for calls or e mails Busy E mail You are busy on an e mail Wrapup Call You are in wrapup following a call Busy N A DND You are logged into the hunt group however you Busy N A on the are not available for calls or e mails 7000 phone system Free E mail You are available for e m
88. t filter option Only process calls external and internal for all existing reports from an earlier Reporter installation Choosing this option excludes e mails from the upgraded reports however you can create additional reports that include e mails o Upgrade reports to process external calls only Select this option to use the report filter option Only process external trunk calls for all existing reports from an earlier Reporter installation Choosing this option effectively maintains the functionality of the previous version reports because version 3 x reports only considered external calls o Do not upgrade reports Select this option to leave the reports as they were in the previous version i e do not apply any of the filtering capability that is new to v4 0 Choosing this option causes the upgraded reports to take into account e mails and internal calls This option causes reports to include all media types however it NOTE will not change report names so a report such as Calls by Exten sion will also process e mails e Auto Reporter Site This page appears only if a default site has not already been created you have Internet Information Server IIS or Personal Web Server installed on your computer and the application detects it This allows you to create an Auto Reporter site using the default settings e Finished Page To complete the Reporter configuration click Finish in the Startup Wizard D
89. ter Real Time you can tell who is involved in a call or e mail including the distant end how long the call e mail took to answer and how long the call has been in progress You can also add a Direct Station Selection StationViewer tile that allows you to monitor the current call activity of extensions and or agents With Reporter Real Time you can summarize information across the telephone system or by extensions agents or trunks In addition you can filter information enabling you to summarize information based on group DID number telephone number etc Reporter has several different variations that are either enabled or disabled based upon the software license that you have purchased as described in the Contact Center Suite Installation Manual and the online help Starting Reporter Real Time From the Start Menu choose Programs Inter Tel Contact Center Suite and then E Reporter Then click on the Reporter Real Time menu item 2 m gt m HL ERR eT E Contact Center Suite User Guide 65 S KE O Oo et Ui LU c c Using Startup Wizard If this is the first time Reporter Real Time has been run after installation Reporter Real Time will invoke a configuration wizard containing the following pages e Welcome To Reporter Real Time This displays basic information about Reporter Real Time and the configuration wizard Click Next to continue e Search for Contact Center Server Choose
90. ters on Direction e Routing Filters e Transferred Calls e First Rung Information e Call Durations 40 Contact Center Suite User Guide Editing a Filter You can edit a filter to change any of the options that affect what is included in a tile or report To edit a filter 1 Open the Filter Manager by clicking the Filter Manager button PD or selecting Filter Manager from the main menu 2 Select the filter that you want to edit and click Edit Or double click on the filter that you want to edit 3 Make any necessary changes to the information on the tabs as described in Adding a Filter on page 38 and then click OK After you have completed editing a filter any tiles that are using the filter are automatically updated NOTE You cannot edit the All Calls filter Removing a Filter You can remove any filter except the All Calls filter using the Filter Manager SIILSILVIS 8 ua m Me 2t m aml m A o To remove a filter 1 Open the Filter Manager by clicking the Filter Manager button PD or selecting Filter Manager from the main menu 2 Select the filter that you want to remove and click Remove NOTE After a filter is removed it cannot be retrieved 3 Atthe prompt click Yes to delete the filter or No to cancel the action If you click Yes the filter will be removed and any tiles using the filter will revert to the default All Calls filter which cannot be removed Contact Center S
91. the online help for further details including a list of available fields that can be displayed in the list The Call History window uses icons to depict information about the status of each call as described below Status Icon e Unanswered outbound call a Unanswered inbound call or e mail Description D TT gt af d lt io le Answered inbound or outbound call or e mail Answered e mail In addition to the status icons described above the call history window uses the color of the text to denote information about each call red text denotes an alerting call while black text denotes an answered call A green background denotes an outbound external call a yellow background an inbound external call Internal calls and e mails are highlighted in purple The top of the call history contains the header which displays the names of the fields in the call history You can click a field header to sort on that field Click the same field header again and the sort order toggles between ascending and descending You can resize the individual fields by dragging the right edge of a field in the header Filtering Call History You can also filter a contact list to make it easier to locate calls Click the Options button on the Call History window to display the Call History Options dialog box Refer to the online help for details on using this feature 20 Contact Center Suite User Guide Buttons There are three types
92. tions at any time while running Reporter Real Time See Network Settings and Options topics in the online help for details 66 Contact Center Suite User Guide Using Reporter Real Time Tiles The basic building block of Reporter Real Time is the tile Tiles can contain three basic types of information statistics lists or graphs Reporter Real Time provides the following types of tiles each of which can display information in different ways e Deskboard tile Used to display a single call summary statistic e Multi Stat tile Similar to Deskboard tile but displays several call summary statistics in a list format Call Totals All Calls 2 g Total Inbound 110 Abandoned Calls 11 Total Outbound 102 Outbound Answered ZE A mi gt m m HL ERR eT E Contact Center Suite User Guide 67 e Graph Multi Stat tile Displays several similar statistics on one graph graphed as a bar column or pie chart with various other options Call Totale All Calls e Graph Over Time tile Displays a single statistic over a period of time The statistic can also be summarized by a particular time period for example every 15 minutes to give an indication of telephone activity over time ZS Inbound Answered All Calls S KE O Oo et Ui LU c c 68 Contact Center Suite User Guide e Graph By Device tile Displays a single statistic for every device of a particular type e g agents e
93. to the StationViewer extension agent is initiated After you have connected to the StationViewer extension agent you can either click the Complete Transfer e button to complete the transfer or click the Hold Retrieve di button to cancel the transfer and retrieve the call Example Stealing Calls In this example you will transfer a call to your extension from an extension agent or trunk list tile To steal calls 1 From an extension agent or trunk list tile click on the device you want to transfer to your extension The call control menu is displayed 2 Select Steal Call The call is transferred to your extension but not automatically answered Contact Center Suite User Guide 79 2 m gt m HL ERR eT E S KE O Oo et Ui LU c c 80 Example Changing an Agent State In this example you will change an agent state from Free to Busy N A DND on an Agent List tile This operation might be useful for a supervisor who wanted to set the busy state for someone who had forgotten to do so To change an agent state 1 If you do not already have an Agent List tile create one using the defaults for the tile Refer to the online help if necessary 2 Onthe Agent List tile click the Current Status column header to sort the agents by status 3 Scroll down to find an agent whose status is Free Click on the agent record and then select Enter busy N A DND from the call control menu Mo
94. ton area and select Add Button 3 On the General tab select the option Display this text on the button and then type a label for your button in the text box You will need to create a button for each code you may want to use so include the code in the label for example Code 9999 4 On the Action tab click Add and then select Set Account Code from the drop down list 5 Click OK To set an account code for a call click the account code button while the call is active You can add the Account Code field to the Call List Fields for the Active Call NOTE List and or the Call Log Fields for the Call History See the Options topics in the online help for details Contact Center Suite User Guide 27 Editing or Removing Buttons When you want to change the label picture action or hot key associated with an existing button right click the button select Edit and then make the changes to the options on the General Action and or the Hot Key tabs as needed To remove a buiton right click the button and then select Remove Button Controlling DND States The Handset look includes a built in button to quickly enable or disable a DND state In all the looks you can create a button to automate setting a state using the steps below You may want to create separate buttons for each state that you frequently use in addition to a button to disable any state D D gt af d lt io This action is not support
95. ts the agent into the Free E mail ACD status BUSYEMAIL BE Sets the agent into the Busy E mail ACD status FREE WRAPUP WUJ Sets the agent into the Wrapup ACD status WUE Sets the agent into the Wrapup AA Bondi E mail ACD status BUSYNA BNA maa ue agent into the Busy N A ACD 34 Contact Center Suite User Guide Tiles Filters and Statistics This chapter provides details on the tiles filters and statistics available in Contact Center Suite Introduction There are three elements of Contact Center Suite that are common to multiple client applications tiles filters and statistics This section provides general concepts for each of these See the remaining sections of this User Guide for specific details of each application s usage d Tiles PE o m Tiles are the building blocks of RealViewer and Reporter Real Time ur A 7 l Filter Dr Caption Button em Ben On Filter o L ES Properties Button Statistic Zoom Unzoom Button Each tile consists of a caption which describes the display and the associated statistic Tiles display a single call summary statistic which can be filtered to include only a particular group of agents or other information such as the date and time Call Summary does not support custom filters The statistic can also have an associated alarm that will notify you when the statistic falls within a certain range see Using Tile Alarms on page 5
96. twork Settings have not been configured yet or have not been configured correctly Startup Wizard attempts to automatically find a CTI Server Server on your LAN using a self configuration mode Using Startup Wizard If this is the first time RealViewer has been run after installation the RealViewer Startup Wizard will run NOTE The Startup Wizard is not run for Call Summary installations The wizard will help you locate a CTI Server Server if one cannot be found and it will ask you some simple questions to help create a default RealViewer screen Contact Center Suite User Guide 45 When using the RealViewer Wizard you can navigate by using the following buttons e Next Advances you to the next screen e Back Returns you to the previous screen e Cancel Stops the Wizard and returns you to the main screen If the Wizard was started due to missing settings clicking Cancel will NOTE close RealViewer completely e Help Displays the online Help information for that screen The following screens are displayed during setup e Welcome Page This page begins a sequence of Startup Wizard pages that is used to collect some configuration defaults for the software Click Next to continue e Search for Contact Center Server Choose one server option from the following choices and then click Next o Keep existing settings This option is visible and is the default choice if RealViewer finds existing settings in the registry for
97. type a descriptive title to display above the tile b For the mode select Agent List to add agents to the StationViewer tile The Agent List option is available only with a Reporter Pro license NOTE i l see the online help for more information The title of the second tab changes depending on which StationViewer list mode you select For example if you select Agent List the second tab changes from Extensions to Agents On the Agents tab click Add to select the agents for the tile On the Appearance tab a Use the drop down list to select a button size Your choices are Small Standard and Large b Select the option Use LED color for button face Setting this option causes the button face color to match the color that represents the associated agent s device state For example when the device is in the busy state and with a busy state color of red the button face would be colored red When the option is disabled the button face color is static and only the LED changes color to reflect the device state 6 Click OK 78 Contact Center Suite User Guide Using Call Control You can control calls using Reporter Real Time from the supervisor s terminal using the call control menu Na Call now which is accessed by clicking on a device in an Agent HE Extension or Trunk List tile or a StationViewer tile EM The options available in the menu vary depending on Oz the state of the device selected and the type of tile Other y
98. uite User Guide 41 Statistics Every piece of data that can be displayed in Contact Center Suite is a statistic Some of these relate to information about a particular call but the majority of statistics are calculated values How you choose to create your tiles and filters affects how the statistics are calculated Call segmentation settings also affect how the statistics are calculated Refer to the Contact Center Suite Installation Manual or the online help for information on call segmentation Some statistics are available in all client applications RealViewer Reporter Reporter Real Time and Intelligent Router however some appear in only specific applications All Statistics are described in the online help along with information about which application uses the statistic and which license levels are needed Types of Statistics Call Summary Statistics are usually a single number or piece of information that summarizes the calls for a particular group or filter Such statistics can be displayed on Deskboard or multi stat tiles or graphed on the graph tiles Examples include Total Inbound Calls Calls Refused and Agents Logged In Call Summary statistics include the following categories d D LLI SS LL dl Lu ke amp STATISTICS e Call Totals Call statistics that increment after call termination for example Calls In Completed e Active Call Statistics Real time call statistics for example Calls
99. use but also have other macros you may want to perform the upgrade but then delete the RTGs and recreate then using the new versions Many simple macros from v3 x are replaced by built in actions in v4 0 and later such as those that opened a file or placed a call For example the Set Call Note macro from v3 x has been entirely replaced by a built in feature so you can delete that button or associated macros 12 Contact Center Suite User Guide The import page contains the following options o Import existing button macros This option is enabled if existing macro files from an earlier release are installed on this computer When enabled upon successful completion of the Wizard the Wizard imports the existing button macros as new actions bound to new buttons o Import existing automatic macros This option is enabled if the previous option is enabled When enabled upon successful completion of the Wizard the Wizard imports the existing automatic macros as new actions bound to new rules o Import existing hot keys This option is enabled if existing hot keys from an earlier release are configured and enabled on this computer When enabled upon successful completion of the Wizard the Wizard imports the existing hot keys as new hot keys in this installation oO gt T lt m E mi A e Finished Page To complete the CallViewer configuration click Finish in the Startup Wizard Using the CallViewer Tray Bar Icon
100. xtensions etc allowing you to visually compare a particular statistic such as total talk time against a group of agents Avg Free Time All Calls 00 00 00 01 00 00 02 00 00 e StationViewer tile Displays buttons that indicate the current status of an extension or agent allowing you to easily identify who is busy idle etc Stationviewer 5 ales Le 1001 Extensio LA 1003 Extensio LE 1004 Extensio Li 1005 Extensio 24 1009 Extensia Contact Center Suite User Guide 69 2 m gt m FEIK IWEEE e Extension List tile Displays various statistics per extension such as the Caller ID of the call on the extension with colors to indicate the status of calls The tile can also display summary information for each extension such as total talk time calls handled etc Extension List All Calls sy Sts Ma Id Description InEnd Uu nd Lost totT alkT awgRngT Inga T lastE nd amp t di 20812 Main Number Sta DU o o 08 25 37 00 00 07 00 00 01 2 52 42 PM 5 3141 Hoggman Chris r4 13 0 06 43 00 00 00 50 00 05 31 2 03 36 PM Ju 31415 ali 15 0 16 25 46 00 01 00 00 07 53 2 00 42 PM gs 31418 Schmidt Christine B3 E 0 06 21 09 00 00 28 00 03 48 1 55 04 PM gu 31424 Lungar Rick 1 06 06 57 00 00 30 00 02 43 1 58 04 PM d Le n 7 14 a en wen INS nn Mis 31402 SangeSash 76 nu 055743 mmm 000446 25349PM E E E 31401 Freeman Isaac 05 37 56 00 01 25 00 06
101. zs INTER TZL Contact Center Suite User Guide 3 A 8L Notice This Inter Tel Contact Center Suite User Guide is released by Inter Tel Inc as a guide for end users It provides information necessary to use Contact Center Suite The contents of this user guide which reflect current Inter Tel standards are subject to revision or change without notice Some features or applications mentioned may require a future release and are not available in the initial release Future product features and applications are subject to availability and cost Some features or applications may require additional hardware and or specific software For sales service or technical support contact your local authorized Inter Tel provider Enter provider information above If you have any questions or comments regarding this manual or other technical documentation contact Inter Tel s Technical Publications Department at tech_pubs inter tel com All products and services mentioned in this publication are the trademarks service marks registered marks or registered service marks of their respective owners Inter Tel is a registered trademarks of Inter Tel Delaware Incorporated Microsoft Office Outlook is a registered trademark of Microsoft Corporation GoldMine is a registered trademark of FrontRange Solutions Verint Audiolog is a trademark of Verint 2007 Inter Tel Delaware Incorporated Personal use of this material i

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