Compact Business Center
Contents
1. Outgoing The total number of outgoing call attempts including internally made calls Active Outgoing Calls the total number of outgoing call attempts that were answered successfully This shows a snap shot view of call activity allowing the user to have some insight into the balance between agent resource availability and call traffic load Available Lines The total number of free lines and busy lines available i e trunk utilisation The percentage figure shows the percentage of total lines in comparison to the available lines Caller Patience seconds The analysis of the average waiting time by caller to the point at which the call was lost Available Agents This shows the number of agents logged on The percentage figure shows the number of agents in a ready state as a percentage of all agents on the telephone switch Page 6 40DHB0002USCK Issue 3b 02 04 02 Using CBC Creating the Charts Creating the Charts If you want to create a new chart and charts are already present you need to amend the existing chart as detailed on page 9 To create a chart when no chart is showing 1 Click on the Chart button EI 2 Select the area of the quadrant that you want the chart to show in 3 Select the chart type There are six available chart types to choose from 2D line 2D bar Area 3D line 3D bar and 3D area Click on the Next button to continue 4 Select the Dn that you want to report on and the variab2. Professional or Windows NT It needs to be installed onto a server that has access to Delta Server To install 1 Insert the CD into the CD Drive It should Autostart If this does not occur Click on the Start button in the Windows Taskbar then click on Run Click on the Browse button and look at your CD Drive Double click on SETUP Click on the OK button to start the installation A screen is displayed letting you select the language that you want to use for the installation Select the required language and then click on the OK button The InstallShield Wizard will start At the Welcome screen click on the Next button to continue with the installation At the completed installation screen click on the Finish button to complete the installation If you need to remove the Compact Business Center software this can be done by using the Add Remove programs tool as provided with Windows operating software By removing the program in this way all files associated with CBC will be removed Page 4 40DHB0002USCK Issue 3b 02 04 02 Starting CBC Initial Start of CBC Starting CBC Initial Start of CBC Compact Business Center Installation and User Manual Make sure that the Delta Server is running and then start the CBC program by 1 Click on the Start button in the Windows Taskbar 2 Highlight Programs 3 Highlight CCC 4 Click on CBC The first time you start CBC you will view a configuration sc
3. shift time period will show MA Presented M Answered Cl Lost E Outgoing Compact Business Center Page 9 Installation and User Manual 40DHB0002USCK Issue 3b 02 04 02 Using CBC Change Settings Change Settings Group selections that were made when CBC was run for the first time can be changed All charts and data for the original selection of groups will be lost when you change your selection 1 From the File menu select Default Settings 2 Select the groups that you want to monitor 3 Enter the shift period 4 Click on the Finish button 15 CBC Configuration EN WARNING All graphs will be removed Group Selection gh Group Shift Period mm Start e EI oa Group 2 ad zi Tie ear Group 3 En roup a Cancel Finish WARNING All original data will be lost when you change the default settings Compact Business Center Page 10 Installation and User Manual 40DHB0002USCK Issue 3b 02 04 02 Index Index C Compact Business Center Configura unica dieta Installation nono noc noninnnccnnos O nich ena haltenltihaniekan aba Uninstall Proceduress s hse eke gedet Configuration TO ge EE Selecting rop mia Setting Shift Periods oooooonocinnnnnoninonocnnonncononanonnncnnoros D Delta Vis Department Selection cuina G Graphs A eeEEdr Changing the Appearance CATAN A erne Eae a E OEEk Delete a o A Ee Selecting Variables icono Sh
4. AVAYA Compact Business Center Installation and User Manual 40DHBO002USCK Issue 3b 02 04 02 Contents Contents INTOducHOn EE 3 PTOJAM Be OT 3 Installing CBC EE 4 Instala A A I 4 Uninstall A A A A a e a oxpewentaneden 4 Starting CO ia ld 5 IEN 5 Using CBG und Oo ces 6 USO IESO EE 6 DY S SMS USES A AA E ARAS AR A A 6 A TTT 7 Amending GRS Lido iodo toria 9 Deleting e o E ao 9 ZOOMMUNG MHOC NaS acto AAA AA AAA AAA AAA 9 AA A O O Bee 10 O A ee Re men Sire Ree nec T Ane Ree ene E eee ener eae Neer 11 Compact Business Center Page 2 Installation and User Manual 40DHB0002USCK Issue 3b 02 04 02 Introduction Program Overview Introduction Program Overview The Compact Business Center CBC is designed to provide customers with a summary analysis of the activity on the IP Office telephone system for both overall system performance and selective departmental performance A maximum of three departments can be monitored at any one time Data is written every minute to a CSV file which can be opened and used within other programs e g Excel The historic data is kept for a month which is a maximum of 31 days Compact Business Center Page 3 Installation and User Manual 40DHB0002USCK Issue 3b 02 04 02 Installing CBC Installation Installing CBC Installation Uninstall Compact Business Center Installation and User Manual Compact Business Center can be installed on a server PC running Windows 2000
5. enter Installation and User Manual data that is not real time click in the date section of the variable and select a date from the calendar see the example below The display data can be for any day in the last 31 days or a range of days Click on the Next button to continue Display Setup Wizard 3 Variable Time Scale Selection June 2001 gt Available Agents Presented beem 28 29 30 31 1 er a Answered 4 5 6 7 8 9 10 Lost 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 2621 28 29 30 1 1 3 4 S 6 d 8 Z Today 27 06 2001 3 Click in the date column to select a date or in the real time column for live data Cancel lt Back Next gt 6 You have a lot of control over the appearance of your selected chart Clicking on the Color Palette button can change background color Panel Color The panel color can be solid start or end If you want a gradient panel you have a choice of how it shows e g top to bottom bottom to top etc Clicking on the color palette button to the right of the word Axes can change the Axes markings color Line or area colors representing each variable can be changed by Selecting the variable from the drop down list Click on the color palette button and select the required color When all the changes have been made click on the Next button to continue The final step of the wizard allows you to choose whether you want to show a label or not If yo
6. le data type i e external internal or all data It is possible to select up to 4 variables to be plotted on each chart style Once you have selected the variables click on the Next button to continue The variables are Presented The total number of calls presented both internally and externally Answered The total number of calls which were answered both internally and externally Lost Outgoing The number of total calls lost both internally and externally The total number of outgoing attempts including internally made calls Available Agents The number of available agents that are logged on Available Lines The total number of free lines and busy lines available i e trunk utilisation Calls Waiting The total number of calls waiting against either the three selected groups as defined as the user or the total number of calls waiting system wide Active I C Calls The number of calls currently in progress across the entire system Active O G Calls The number of calls currently in progress across the entire system Queued The number of calls waiting to be answered Caller Patience Caller satisfaction level Compact Business Center Installation and User Manual Page 7 40DHB0002USCK Issue 3b 02 04 02 Using CBC Creating the Charts 5 The next part of the wizard allows you to view historical data To view Compact Business C
7. ny one time For details on how to generate the charts see page 7 CBC Eile Setup Help Sai D 16 20 16 30 16 40 16 50 17 00 17 10 16 50 17 00 17 10 System AN System All 16 20 16 30 16 40 16 50 17 00 All Extensions All Technical Grp All Calls Presented 1469 Outgoing 1332 Calls Answered Active Outgoing Calls 10 Calls Lost 344 2 Active Incoming Calls 6 Available Lines Caller Patience seconds 0 Available Agents 2 1 Calls Queued 1 Connected 16 57 15 System Statistics Compact Business Center Installation and User Manual The statistics in the bottom half of the screen shows the real time activity of the system Details are updated every 10 seconds If you place the mouse cursor over the details shown in boxes more information will be shown e g Calls Presented The number of calls presented both internally and externally Calls Answered The total number of calls that were answered both internally and externally Calls Lost The total number of calls lost both internally and externally Active Incoming Calls The number of calls being made into a call center that are currently in progress This shows a snap shot view of call activity allowing the user to have some insight into the balance between agent resource availability and call traffic load Calls Queued The total number of calls in a queue but not alerting both internal and external
8. owing Historical Data A Shift Periods ninn em r Compact Business Center Installation and User Manual Showing Real Time Data Zooming es a Seen ZOOMING OUt n ie Group Selecthon nooo cnn Group IZ il Page 11 40DHB0002USCK Issue 3b 02 04 02 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2001 Avaya ECS Ltd All rights reserved Avaya Global SME Solutions Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Email contact avaya com Web http www avaya com Compact Business Center Page 12 Installation and User Manual 40DHB0002USCK Issue 3b 02 04 02
9. reen see the example shown below 15 CBC Configuration EN Group Selection GA Group Shift Peri ift Period o Start g EI A Group 2 09 00 E End 17 30 E de Group 3 mmm Cancel Finish A maximum of three departments groups can be monitored You can select the required groups by clicking on a Group Selection button as indicated in the above illustration When you click on the Group Selection buttons you will view the DN Selection screen Select the required Dn and then click on the OK button The shift period can be amended or left as the default 9 00 until 5 30 When all the details have been completed click on the Finish button to continue Note 1 If you need to amend the Departments Groups you have selected you can change the configuration setting as described on page 10 2 Only users who are set up as Agents will have their call activity displayed within CBC Ifyou require to include details of call activity for non agents then the user needs to be set up as an agent To set a user up as an agent select Force Login within IP Office Manager and enter a login code Once users are agents their groups can be selected and monitored within CBC Agent licences are not required to show call activity within CBC Page 5 40DHB0002USCK Issue 3b 02 04 02 Using CBC User Interface Using CBC User Interface Up to a maximum of 4 real time charts can be viewed at a
10. u want a label on your chart you can choose its placement e showing at the top of the chart or at the bottom Click on the Finish button when you have made all your changes Page 8 40DHB0002USCK Issue 3b 02 04 02 Using CBC Creating the Charts Amending Charts If you want to change an existing chart 1 Right mouse click over the existing chart 2 Select the option Edit Chart 3 Follow the wizard steps from number 3 as detailed on page 7 Deleting Charts To delete an existing chart 1 Right mouse click over the existing chart 2 Select the option Delete Chart Zooming into Charts When viewing charts on the user interface you can zoom into the chart To zoom into a particular section of the chart Drag your mouse over the chart while holding the left mouse button down so that a square appears see Figure 1 for an example of the selection When you let go of the mouse button the chart will zoom into the time periods that you selected as shown in Figure 2 GB Presented MM Answered FIGURE 4 E Lost E Outgoing Time period selected from 10 30 to 14 00 09 00 10 0041 00 12 00 13 00 14 0015 00 16 00 17 00 FIGURE 2 B Presented g E Answered Resulting graph E Lost showing only the mot selected time period 11 00 12 00 13 00 14 00 To expand the view make your selection beyond the edge of the chart see the example shown below When you let go of the mouse button the whole
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