MyCalls Call Centre Installation Manual
Contents
1. Specify the devices to filter the report to The report can filter the results to only include calls that match selected criteria such as only list calls that were handled by Extension Group Sales Select the types thay you wish to fi Iter the results to The filtering will be configured later in the wizard depending on what you select If you do not wish filter the results to a certain type of device then do not not select that option posoeoseoesocoseoesosessoesoseseoesososooesososesesosossosoos Becount Codes Groups v Pi Numbers Groups Losting Types M Callets Groups Extensions Groups Call Durations v Call Types PBXs Trunks Groups Users Organisation Groups DIDs Groups Dialed Received Numbers Include the filter description in the report Prev Next Finish Cancel If you selected to filter by a pilot number then either select the a pilot number group from the list of Pilot Number Groups to Include or select individual pilot number from the lower configuration section of the screen and click next Pilot Number Groups to Include I AIACD Queues _ All Hunt Groups Select All C All Pilot Numbers _ Select A Select None Unassigned Pilot Numbers Include Deleted Pilot Numbers Type part of a number here Included Pilot Numbers Add Remove The final step in creating the report is to choose what call types are included in the report Select the call type as required and cl2. Devices Extensions Create or Edit Extensions Click the select button next to the Default User box Identify an Extension An extension should be named and assigned to a defined user to help others a understand its use By specifing the extension type reports on specific types of extensions can be produced Ifthe extension is an AutoAttendant Voice Mail or Announcement extension then setting a voice mail timeout will cause any incoming calls to this extension connected for less than the voice mail timeout to be marked D PBX Code Number Head Office 206 Enable Real Time Statistics Name Default User EXT 206 Nong Select Now select the user in the same method as when assigning the user to the PIN number and click OK to save changes Creating Users Using The Config Import Tool If there are numerous users to create the Config Import Tool can be used to speed up the procedure When using the Config Import Tool to create users on an existing installation you should copy and paste all extensions that are used on the system If you have existing extensions already configured extensions will be overwritten when the new configuration is imported Other devices such as DDI s and trunks will not be altered so long as they are not copied into the Config Import Tool The General page will also need to be copied across When the extension information is pasted into the Config import tool there is an option to Create Defau
3. Exit Unavailable Natural Break The logon logoff options can be used to login logout of individual groups Call Centre Reporting With MyCalls Call Centre you can produce reports based around users agents or pilot numbers ACD groups When running reports you should filter be either pilot number of organisation group When reporting against Agents if essential that agent login and logout each day MyCalls will calculate how long an agent has been logged in by looking at when an agent first logged in and when they last logged out If an agent was still logged in when the report is run then the statistics may not be correct Sample Agent Activity Report To create an Agent Activity Report that will show Agent based stats carry out the following instructions From MyCalls click Reports Reports Report Templates Usage Custom Group Summary for each Member Create Saved Report Item E Configure Reports E A Report Distribution Lists d Report Templates Custom Group Summa d LI Availability LI Performance Provides a summary of a set E A System given type of device The info GN Usage along with the headings and of Call Details information k Li Call Summary over same Interval ST RKS lA Call Summary Time Distribution A Call Type Summary Comparison Configure and Run Now 2 Custom Call Details Use the Configure and Rur A Custom Group Summary hoc report that you do not D Custom Group Summary for each Me
4. Logged In Maximum Logged In Minimum Number of Logins Total Time Busy Call Durations Total Time DND Costs Total Time Free Prey i Call Counts Total Time Logged In Call Count Percentages Total Time Unavailable gt Total Time Wrapup Performance Unavailable Codes To include Unavailable codes in the report click Unavailable Codes and you will be presented with a sub menu displaying the Unavailable codes selected in the upper section of the report configuration screen Under each unavailable code you can select Unavailable Time Count of Total Time Time will show the percentage of time your have been unavailable in that particular unavailable code Count will display the number of time you have been unavailable for that reason Total Time will display the total time you have been unavailable in that code Available Information Preview Report Call Durations H Costs b Call Counts gt Cancel Call Count Percentages gt Users b Performance Unavailable Time Unavailable Count Unavailable Total Time 123 b Refreshment Other items can be included in the reports from the available menus Each of the categories are described as follows Call Durations General Call durations can be used to display items such as based around the duration of calls For example you could display the total amount of time an agent been on an incoming or outgoing call Average Calls Durations can also
5. ACD Group Pilot number 007 men LJ ACD Service codes ogg ven LJ ACD Group Assignment for Extensions 009 CT ACD Group Target for IAG mp Gg ACD Supervisor Setup ds H ACT Overton and f rre aneerment h K AIC codes 9 57 should also be created W Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help OG AG Re A top ule 6 Apply Cancel Default Group box Colchooser Expand all Contract all AIC Table Programming Level AIC ACD Agent Identity Code Default ACD Group ACD Group in Operation Mode 1 son El ACD Automatic Call Distribution CE ACD MIS Setup D ACD Time Patterns i ACD Agent Setup E AIC Table ET ACD Group Pilot number see CT ACD Service codes z O ACD Group Assignment for Extensions TI ACT Gren Tarnet f r IAG Its good practice to create all groups between 1 and 64 regardless are if they using all ACD groups ACD group 64 must be created in order for agent control to function correctly Configuring MyCalls for Agent Control Before you can configure Agent control you must install a valid license containing the Agent Control feature To check if you have an agent control license click help about in MyCalls and review the License Details Typically on an SV8100 the license would have been gathered from the LMS License Management Server and installed on to the SV8100 s CPU MyCalls will then read the license from the SV8100 Refer to the MyCalls I
6. System MyCalls will run on an SV8100 PBX running version 5 system software or greater and version 5 of the PC programming tool MyCalls PC Specification The MyCalls server is the PC that is responsible for communicating with the PBX and holding the MyCalls database MyCalls clients can be installed that will retrieve information from the MyCalls server A dedicated PC is strongly recommended for the MyCalls Server Minimum Hardware Specification Intel Core i3 Processor or above 2GB RAM Min 20GB of available Hard Disk Space Operating systems Windows XP Pro min SP2 32 BIT only Windows Server 2003 SP2 32 BIT only Windows Vista Business Ultimate and Enterprise 32 BIT only Windows 7 Professional Ultimate and Enterprise 32 and 64 BIT Windows Server 2008 32 and 64 BIT MyCalls is also supported on Terminal Services and Hyper V running on a Windows 2008 server Call playback is not supported via terminal services Remote Desktop Note that the PC spec for call recording and MyCalls enterprise are different refer to the appropriate manual for further details Please note the PC Specification for running in MyCalls Call Recorder and MyCalls Enterprise model are different refer to the appropriate manual for further details You will need local administrator rights to the PC to install MyCalls Agent Control requires a valid license containing the Agent Control feature to be installed on the SV8100 MyCalls Call
7. Centre V8100 Programming The SV8100 should be programmed for ACD working refer to the ACD Installation manual for further details The SV8100 should also be programmed for MyCalls MyCalls will require the following item set in accordance with the existing ACD and MyCalls programming Wizards Advanced Items ACD Automatic Call Distribution ACD Agent Setup ACD Login Code Set the number of digits an agent should enter to logon to ACD This agent ID is used by MyCalls to identify the agent and does not have to match the extension number The idea is where ever you logon using your agent ID your call statistics will always be assigned to you ll Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help Ole Ele N OM viet 1e GY Za e Wizards EE Apply Cancel Default Group box Col choose Programming Level Login ID Code 3 E Advanced Items E ACD Automatic Call Distribution EC ACD MIS Setup ACD Time Patterns El ACD Agent Setup O ACD Agent Login Mode O ACD Login Code Expand All Collapse Al 2 Wizards System Data For Help press Fl Configuring MyCalls Configuring Pilot Numbers Calls that are delivered to ACD groups are referred to as Pilot Numbers in MyCalls Pilot numbers are displayed in MyCalls as a two digit number ranging from 01 64 If MyCalls sees calls to Pilot Numbers that is doesn t already know about it will auto learn them and add them into MyCalls A
8. Click to Enter Exit Wrap up _ Refreshment Natural Break Unavailable Click the arrow to choose an unavailable reason If unavailable codes are not setup click the icon to go unavailable Once logged in an agent can close the MyCalls application down and they will stay logged into their ACD groups Options Lock Always On Top Tool Buttons Compact Display Options Click the options button to view the list of available options Lock Will stop the toolbar stop a user from being able to move the toolbar Always on Top If always on top is selected the toolbar will always sit visible in the screen If other applications are running the toolbar will sit on top of those applications Compact Display Select to reduce the size of the icons that are shown in the agent control toolbar Tool Buttons Click to add and remove buttons from the agent control tooloar and change the order in which they appear Hot Keys can be assigned to the buttons for example the default hot key for Login is Ctrl F5 To change the hotkey click in the Press new hot key box and press the new key sequence that should be used as the hot key If you enable the Global Hot Key option then if the Hot Keys will work even if the MyCalls application is not running in the foreground Tool Buttons Tool Button Configuration To assign ahotkeyto a button selectthe button click on the new hot key box then pr
9. PEIVIS P EE 29 Sample ee Activity REDON screenen OREERT ERE 30 Product Description MyCalls Call Centre MyCalls Call Centre provides real time monitoring of an SV8100 with ACD working ACD works ona concept on agents logging into ACD groups to take calls The longest waiting call in an ACD group is delivered to the agent that has been idle to longest MyCalls Call Centre can show in real time the status of ACD queues and agents Detailed reports can be produced on agent and ACD group performance MyCalls Agent Control MyCalls Agent Control provides a major enhancement to MyCalls Call Centre With agent control you can use the MyCalls application to login to ACD to take calls Unavailable codes can be setup so that when an agent will not be taking calls they can specify a reason why An ACD supervisor will have the ability to control the status of multiple agents In addition to the MyCalls Call Centre Reports there are additional reporting features available in MyCalls Agent Control This manual is intended to give an installer with an understanding of MyCalls and SV8100 ACD the ability to install and configure MyCalls Call Centre Requirements An SV8100 telephone system using system software version 5 0 or greater For ACD to work an appropriate number of ACD Client licenses should be installed on the SV8100 A TCP IP connection to the SV8100 is required for the SMDR output MIS Output and for the Agent Control Port Telephone
10. U NIVERGE NEC MyCalls Call Centre Installation Manual Version 1 4 Document History Revision 1 0 September 2008 First release Revision 1 1 Feb 2008 Update PC Specifications Update Agent Control Toolbar operation Revision 1 3 August 2009 Revision 1 4 Jan 2011 Update for MyCalls version 3 0 0 0 Table of Contents PROGUCT DE SCH P N E 4 My GallS Call Gente raren 4 MyCall Agent Conto E 4 FACOUIFCINICIN Seiser E E EESE 5 Telephone Syste EE 5 MyCall eelere EE 5 My Calls Cal e E 6 3 V8 1 OO R deele MINING DEE 6 COMTGUTIAG OAI 7 Configuring Pilot Numbers mmsseessrrssrrssrresrrrssrrresrrrrrrrrrr rara ran rr rr rna RR RAR RKA RR RSKR KAR RAR RKS 7 Creating Users Agents Using MyCallls mtnssmnsssressrrssrressrasrrrenrrrnrrrrrrrrn nns rr rr nr ran rr nonan 3 Creating Users Using The Config Import Tool issmnrsssressrrssrrersresrrrnrrrenrrrnrr rr r rr nr rr nn 12 Creating Real TING Ale ele d 15 Real Time Status Pilot NUMBDefS ccccscccceeecceeesceeecceeecceeecceeesceeesoeeesoaees 15 Real TIME Status USCS dE EE EE EE dE E 17 MyCalls Agent Control NEE 18 oV8g100 Programmi Te EE 18 Configuring MyCalls for Agent Control 20 Set the Agent Control IP Address TCP bont 20 Leg evi ge Ee De EE 21 Witav allable GOES mysa iver sad den rn ended rk oda INR rd EA RS SR NRA RER 23 E elle del ele 26 Using MyCalls Agent Control Features mnmnnsssssessresrrsrrsrresrrsrrrrrrn rer r innnan 27 AS ANOS E 21 ASATLAGDES U
11. ave the changes MyCalls will attempt to connect to the once you have configured this setting PBX Connection Configuration 2lsl PBX Connection Configuration Enter the IP address and Port of the PBX The agent Control system requires a contiguous range of 64 AIC codes lf your AIC codes are notin the range 1 to 64 please enter the first number in the range you would like to use PBX IP Address PBX Port 4003 E Transaction Timeout s Start AIC Code 5 S 1 Agent Control Groups Agents have to be assigned to an Agent Control Group An Agent control group is where you can give a number of agents the ability to logon to different ACD groups If unavailable code groups have been created they can also be assigned to the Agent Control Group In Configure Telephone System Agent Control select Create or Edit an Agent Control Group Configure Telephone System CJ PBXs aR ab T 2 9 Head Office Agent Control Groups e Call Recording e 5 9 ngent Control An Agent Control Group defines the restri 7 the group These restrictions include the H dch aven Code Groups a list of primary logon queues and a list o 7 E GI Devices Tasks 7 2 D Groups Si Unavailable Codes Configure Agent Control Use the Agent Control wizard to enable specify the type of PBX that is being c Create or Edit an Agent Control Group Use the Create or Edit an Agent Contri agent control group or edit an existing In the Edit Agent Control Groups cli
12. be displayed as well as Ring no Answer Times Costs General If call costing fixed costs or handling costs are being used these can be included by selecting items from the Costs menu Call Counts General Call counts will display statistic such as the number of incoming calls or outgoing calls Call Count Percentages Will display the number of calls as a percentage available for different call types Users Agent based statistics Performance Used to Display Grade of Service values Unavailable Codes Used to display statistics on unavailable codes Once you have selected the fields that should be included in the report click next Choose is to consolidate transferred calls or not and click next E Custom Group Summary for each Member Configuration lg div sag call legs These can either be consolidated and 2portec on individually Typically trunk side reporting would consolidate calls WOU ireport on individual calls Co be ei At the filter page you can be more specific about the calls that are included in the report By default without and filtering all calls from all DDI s Pilot numbers are included To only include calls from a specific Pilot Number tick the Pilot Numbers Groups check box When you click next you will have the option to specify which Pilot Numbers you want to report against Optionally you can filter by any of the other options Custom Group Summary for each Member Configuration
13. ck Add New Agent Control Group Edit Agent Control Groups ae TARO EC G Sa EE RTE SN ual agent control group click the edit button for H OK Cancel When creating an Agent Control Group enter a name for the group and add the users to the group To add a user start to type the users name in the Type part of a name here box select the user from the box below and click the add button All members of the group are shown in the Included users dialog box Note An agent can only belong to one Agent Control Group Create Agent Control Group DW EE 224 Sena soe SST Ohana NG NaS GEOL SC RN RE RFS An agent c st ned help others understand its use The Users list should contain all the Pe e Sr ul contain allthe queues the users hould be marked as a primary login queue if itis one of the main queues urse of work The Unavailable Code Group selected defines the Wane BID PBX Code Name Head Office Sales Users Type part of a name here fa Included users Agent 201 Sales Agent 200 Sales Agent 202 Support Agent 203 Support Add Remove Once all the users are added to the group in the lower section of the window you can select which ACD groups the agent can logon to Add the ACD queues to the included ACD queues and select if the ACD queues are a primary login or not If an ACD queue is set as a Primary login then when an agent clicks the login button they are logged
14. e C Code Sales Unav Codi e i Agent Control Unavailable Code Groups are groups of unava d Agent Control an Agent Control group This allows user acce Eb Unavailable Code Groups restricted Sales Inay B odes Tasks 9 Devices G Groups Edit Unavailable Code Group Configuration S Bi Unavailable Codes Use the Edit Unavailable Code Group Confi group membership of the group Choose which codes will be assigned to the group by ticking the included box click OK once you have selected all the code needed Edit Group dee a a ES Drag a column header here to group by that column a Name Short Name Included Refreshment Now the unavailable code group has been created it should be assigned to the appropriate Agent Control Group Go to Agent Control Create of Edit and Agent Control Group select the Agent Control Group and click edit From the drop down menu select the Unavailable Code Group Unavailable Code Group w Allow User Login w Allow User Wie None e w Allow User Unavailable Create agent control groups and unavailable codes as required Completion Codes Completion Codes are available in MyCalls for details on configuring completion codes refer to the MyCalls end user guide Using MyCalls Agent Control Features As an Agent When an Agent logs in into MyCalls they can use the Agent Control Toolbar to carry out various actions From the view menu check the Agent Control Toolbar opti
15. e or Edit a U A User Logins PIN Codes edit an existing user login 2 DI Groups notes 8f Unavailable Codes Create a Range of User Logi Ilca tha fraata a Danna nf At the Edit User Logins screen click Add new User Login In the Login ID enter the digits that the agent uses to logon with Create a User Login Once the login ID is entered click select to choose a user In the Type part of a user name here start to enter the name of the user and click on the user from the list of users displayed underneath Click select and the user will appear in the Selected user box Click OK to save the settings Select User Type part of a user name here Selected user s Steven Smith Simon King Select Clear gt Steven Smith Susan Breaker Click OK again to confirm the changes Create a User Login OK Cancel You will now return to the Edit User Logins screen repeat the procedure for each ACD Agent that will logon Edit User Logins Ki Se testes Se can consis a User A User may be as jont T Hl Rees bec Add new User Login Once users have been created they will need to logout and back into ACD in order for MyCalls to start reporting on the newly created agents Users can be optionally assigned to extensions this is beneficial for wnen users use the same extension all of the time To assign an extension to a user go to Configure Telephone System PBX
16. el 4 E ACD MIS Connection Port ACD MIS ACD Agent Contral ACD MIS Notification when ACD Call recenwes Busy El Advanced Items seen El ACD Automatic Call Distribution o e E ACD MIS Setup ve ACD Time Patterns EI ACD Agent Setup aE ACD Agent Login Mode H ACD Login Code EI ACD Group agent options LE AIC Table E ACD Group Pilot number io ACT Service rades Each Agent must be set to AIC login Wizards Advanced Items ACD Agent Setup ACD Agent Log in Mode Lal Untitled NEC Philips 8100 PCPro File View Programming Communications Tools Help Wizards Programming Level Ge Extension Login Type or EXT 200 El Advanced Items ExT 201 AIC Login Made EI ACD Automatic Call Distribution EXT 202 AIC Login Made ACD MIS Setup EXT 203 AIC Login Mode ACD Time Patterns ET 204 AIC Login Mode rE ACD Agent Setup ExT 205 IE Leinin Male o be E ACD Agent Login Mode H AIC Login Mode Se C ACD Login Code zal SE 64 sequential AIC logons needs to be created W Untitled NEC Philips S 8100 PCPro File View Programming Communications Tools Help Wizards See Apply Cancel Default Group box Colchooser Expand all Contract all AIC Table Programming Level Ge ACD Agent Identity Code Default SACD Group ACD Group in Operation Mode 1 O01 EI ACD Automatic Call Distribution 002 EC ACD MIS Setup UE fen ACD Time Patterns 004 E ACD Agent Setup O05 E AIC Table O06 E
17. ess the hot key you require Click the Assign button to assign the new hot key Click the Reset All button to resetto the factory default Category Agent Control Buttons k Log Out h Wrapup M Exit Wrapup M Unavailable hd Available Current bot key Ctrl EN Global Hot Rey Move Up Press new hot key Assign Reset All Move Down See As An ACD Supervisor An ACD Supervisor has the ability to view real time user status and pilot number status and change the status of agents They can also run reports In the view real time information real time status users menu choose to Create a New User Status View Choose an Organisation group select overview and click OK Right click on any Agent and you will be able change their status For an Agent that is not logged in you have the option to login the Agent to either their Primary Login Queues or any individual queues assigned to the Agent User Status Window All Primary Login Queues e ACD 01 Enter Wrapup ACD 02 Exit Wrapup ACD 03 Enter Unavailable ACD 04 Exit Unavailable ACD 05 ACD 06 Once an Agent is logged in you can control their Agent status further You can put the agent in a wrap up state or an unavailable state If unavailable codes are being used you can specify an unavailable reason from the list Agent 200 Log Onto Queue gt Log Off Queue gt Enter Wrapup Exit Wrapup Refreshment
18. he main differences with working in an ACD environment is the Real Time Status windows which can be used to display Agent Status and Pilot Number status in various different ways A real time user view will show an agents status regardless of if they are logged into ACD or not A pilot number view will show the number of calls in queue and display agents that are logged into specified ACD queue Real Time Status Pilot Numbers A real time pilot number status view will show which agents are who is logged into a pilot number and some calls in queue information From the View menu select Real Time Status Pilot Numbers Queue Status Create a New Queue Status View Real Time Queue Status Configuration 21 x gt sta us P fi tered to show only values for the type you have Se ad The DID and Pilot Number status may not be available on ur telephone system Check with your maintainer for details PBX Pilot Number Head Office v ACD 01 MM Show Detailed C Show Overview C Show Summary Use Short Names Select the Pilot number you wish to create the view for and choose either a detailed overview or summary view and click OK A summary of the different views are as follows Show Detailed is a moving status window where users move around based upon which state they are in and how long they have been in that state The number of calls in queue Longest Wait Time duration of the call queuing the longest in HH MM SS and the CLI
19. ick finish amp Custom Group Summary for each Member Configuration FS f x ssible to oe detailed reports For example selecting only s thatt e ca all aller hung up on before the call was answered Note that 5 will it clude both internal and incoming calls if selected on this SV SU ces ata SE wi Incoming Incoming Conference wi Incoming Abandoned wi Incoming Abandoned Voice Mail jw Incoming Transferred lv Incoming Pickup To run the report go to Report Item Report Group choose the report and click run LIABILITY DISCLAIMER NEC Philips Unified Solutions reserves the right to change the specifications functions or features at any time without notice NEC Philips Unified Solutions has prepared this document for use by its employees and customers The information contained herein is the property of NEC Philips Unified Solutions and shall not be reproduced without prior written approval from NEC Philips Unified Solutions All brand names and product names on this document are trademarks or registered trademarks of their respective companies Copyright 2008 NEC Philips Unified Solutions NEC Philips Unified Solutions P O Box 32 1200 JD Hilversum The Netherlands
20. into all Primary login queues The agent can then optionally login to any of the other included ACD queues ACD Queues Available ACD Queues Included ACD Queues Name Primary Login ACD U1 Add ACD 02 NM ACD IS me WM me ACD 04 lt ACD 13 Los To gt ACD 06 LI Unavailable Code Group iv Allow User Login iv Allow User Wrapup None i iv Allow User Unavailable Geet _ Unavailable Codes Unavailable codes can be put into groups and assigned to Agent Control Groups Unavailable codes allow agents to specify a reason for going unavailable This unavailable code is displayed in real time status windows in the MyCalls application unavailable codes can also be reported against To create an unavailable code group you must first create the unavailable codes you require go to Configure Telephone System Unavailable Codes Click on create or Edit Unavailable Codes Configure Telephone System i ay Unavailable Codes Unavailable Codes Unavailable codes define reasons tha calls Tasks Create or Edit Unavailable Codes Use the Create or Edit Unavailable code or edit an existing unavailable friendly name and an ahhrewiatinn 1 On a default installation there 10 unavailable codes you can add new codes as required i Edit Unavailable Codes 21x Name AA s o Refreshment Smoking cy MRE era LEE A AA A ACL e H D H TUTE EH EEE EEE EEE EEE EEE RE SEE EE EE Een whe
21. lt Pins By clicking on this button the extension numbers are duplicated across to the PIN field If required the numbers can be changed by over typing them The same idea applies to users Click the Create Default Users button to populate the users column The user names that are generated can be edited if required The user role can be changed by selecting one of the options in the drop down menu in the user type column EL IF Configuration Import jen Bi Account Codes Drag a column header here to group by that column inn Callers ABB Dial 3 Cares E Number Name we Group FIN x e User Type Get BE Extension Groups Git Gi Pilot Number Sai Af Service Codes Create Default PINS FN Administrator User Name Administrator Password Clear PINS Clear Users Confirm Password Close An Administrator user name and password have to be entered when setting up users in the Config Import Tool Click the disk icon in the Config Import Tool to send the configuration into MyCalls After import users using you will have to create organisation groups as required and move the newly imported users in to the appropriate groups To check that the user logons are working you need to login to MyCalls and create a real time user view From the MyCalls menu select View Real Time Information Real Time Status Users Create a New User Status View Real Time User Status Configuration 2 x ect the mp to view ne sele or m
22. mber Create Saved Report Item z ita SKROT Bion Summary Profile Use the Create Saved Rer Enter a name for the report select a Report Group and click OK Name a Report Item ea al Enter a name for this report item Report Items should be named so as to reflect their purpose and can therefore be easily identified You may either select an existing group or enter a new group name to help organise the Report Items Report Name Agent Detail Report Report Group Custom Reports v OK Cancel The report wizard will start the first step of the wizard is to configure the reporting period Choose the period the report will run for and click next JI Specify the time period the report should cover The report can be run over a changing period depending on when itis run such as this week or as a fixed time T he reporting period can also include two time periods with in the defined date ranges such as 09 00 to 12 00 Period1 and 13 00 to 17 00 Period2 This will only include calls that were handled within each of these time periods Aa eeler e i Period 1 Start Period 1 End Regular 00 00 00 23 59 59 Include Second Period C Custom Start Date Start Time 29 02 2008 sl 00 00 00 gt Include calls for the following days v Mon fv Wed fv Fi fv Sat fy Tue fw Thu fy Sun Prey Next Finish Cancel End Date 29 02 2008 sl End Time 23 59 59 a From the up
23. n adding a new unavailable code enter the Code number which is the number assigned to the code The name is used to identify the code in MyCalls The short name is displayed in real time user status windows when users make them selves unavailable I Create Unavailable Code Con d ae JPCO223 admin 21 02 2008 10 32 41 Once all the required codes have been created they have to be put into groups and assigned to an Agent Control Group Go to Configure Telephone System PBX Agent Control Unavailable Code Groups Create an Unavailable Code Groups and click Create an Unavailable Code Group Configure Telephone System El D PBXs E G Head Office a S Call Recording Jnavailable Code Groups e a Agent Control Unavailable codes define reasons the es A Agent Control calls These codes may be grouped ECH Unavailable Code Groups Control Group to restrict the unayailal T Devices a ae e GI Groups E Bi Unavailable Codes Create an Unavailable Code Group Use the Create Unavailable Code Unavailable code group that will co also be able to add a recognizable Enter a name for the group and click OK Create a New Unavailable Code Group PBX Code Head Office Name Sales Unay Codes Now navigate to the group and click Edit Unavailable Code Group Configuration Ei Configure Telephone System ER re PBXs G Head Office fm S Call Recording Ur navaila bl
24. nstallation manual for further details on MyCalls licensing on the SV8100 Set the Agent Control IP Address TCP Port From the Configure Telephone System menu expand your PBX and go to Agent Control Configure Agent control Configure Telephone System EI PBXs CB g Head Office Agent Control Groups z A7 Call Recording emm 5 8 Agent Control An Agent Control Group defin ll ET the group These restrictions zi Bi Unavailable Code Groups a list of primary logon queues E GI Devices Tasks H E Groups BE Unavailable Codes Configure Agent Control From the Agent Control Configuration screen select the PBX Type as NEC SV8100 and click Edit Agent Control Configuration Specify the PBX Type Before agent control configuration can take place the type of PBX needs to be specified PBX Type NEC Aspire W OK Cancel In the PBX Connection Configuration screen enter the IP Address of the PBX and the TCP Port used for Agent Control The transaction Timeout should be left at 5 seconds The start AIC code is the first AIC code that was created during the SV8100 Programming by default leave the Start AIC code at 1 If for some reason the AIC codes have been created starting from some other code you can change the start AIC code If for example the AIC codes started so that AIC code 100 logged into ACD group 1 then AIC 101 logged into ACD Group 2 you would set the AIC start code to be 100 Click OK twice to s
25. ny pilot numbers that are not auto learnt can be added manually If MyCalls sees a call to a new pilot number that it does not know about it will automatically add it into its configuration Any pilot numbers that have been automatically added into MyCalls will need setting as ACD queues In MyCalls click Configure Telephone System Devices Pilot Numbers Create or edit When editing the pilot numbers you can assign ACD using the drop down menu in the Type column Edit Pilot Numbers l Editi the Pilot Numbers The type and user group of multiple pilot numbers can be changed by clicking the right mouse button and copying then selecting and pasting onto the other pilot numbers To edit an individual pilot number click the edit button for that pilot number Drag a column header here to group by that column Number ch Name Enable Statistics PORR HLH Unassigned GOIN Unassigned ACD Queue Hunt Group To manually add a pilot number you can click Add new pilot number in Edit Pilot Numbers or click create a range of pilot numbers in Configure Telephone System Devices Pilot Numbers When adding the pilot numbers make sure to set the type to ACD Queue ajx Identify the Pilot Number By adding a name and selecting the correct type of the pilot number users will be able to recognise it easily K PBX Code Number Head Office Name Type ACD Queue E Unassigned Pilot N
26. of the longest waiting caller In the sample below there are 3 users available to take calls Agent 200 is at the top of the list because they have been in the available state the longest If agent 200 s extension was to ring with an ACD call Agent 200 would move to the ringing column If 5 extensions were ringing then there would be 5 extensions in the ringing column the call that had been ringing the longest would be at the top of the list Pilot Status Window x Column Chooser Available 3 Off Hook 0 Ringing 0 Incoming 0 Hold 0 Non ACD 0 Unavailable 0 Wrapup 0 Show Overview will show all agents against the selected pilot number the agents will remain in the same place and the colour of the agent will change based upon what state they are in If you click the double arrows next to the agent s name more information is displayed about their status The number of calls in queue the longest wait time and CLI of the longest waiting caller are also displayed Plot Status Window Agent 200 Agent 201 User Agent 200 Extn EXT 200 DID Pilot Number Code Time 00 00 08 Status Unavailable The Show Summary will display the number of calls in queue and longest wait time no real time agent statuses are shown Ger Status tt Ce CIQ 0 ae est Call Waiting 00 00 00 Real Time Status Users A user view will show the status of a user regardless of if they are logged
27. on Once visible the Agent Control Toolbar can be moved around the application Z MyCalls Help Real Time Information Call Records Window Unreturned Calls Window Abd Man Toolbar Grid Bar Status Bar The toolbar can also be moved out of the MyCalls application and used as a free floating application when the toolbar has been removed from the application MyCalls can be minimised and the toolbar will still be visible To move the toolbar out from the MyCalls application drag the dotted line situated at the left hand side of the toolbar and the move it MyCalls Control SR Bei LY D es m LogIn Log Out WrapUp Start Unavailable Options Extension 200 Steven Idle 18 49 18 ea Ee The functions of each of the Agent Control Bar buttons are described as follows Login Click the login button to login to all of the primary login groups associated with your Agent Control Group Click the Arrow to be presented with a list of ACD groups available to login to When an agent clicks the login button they will be prompted with extension they should login to If the user is assigned to a default extension they can simply click ok to login to their default extension or choose an extension from the drop down menu Logout Click the logout button to logout of all ACD All Queues etree groups Click the Arrow to logout of individual ACD groups ACD 01 Wrap up
28. on or not From the MyCalls menu click View Real Time Information Real Time Status Users Create a New User Status View my Configure Real Time Parameter Windows eh ial Real Time Status a eee l 3 Extensions o E ial DIDS The Real Time User Status is a real E Pilot Numbers each User and the time in that state a Trunk Groups E GH E La Real Time Statistics Em DID Groups Create a New User Status View e ES Pilot Number Groups Choose which organisational group to create the user view for and choose which type of view to wish to create Real Time User Status Configuration 2 x Organisational Groups C Organisation wi Urganisation agents Show Detailed C Show Overview Shaw Summary M He Short Names The detailed and Overview views are the same as you can create against pilot numbers The Summary View for users is fixed grid view and displays the user s status As the user changes status the colour of line changes and the Status field is updated User Status Window Column Chooser Number Name Drag a column header here to group by that column Group User a Extension Status Time Agent 200 EXT 200 Available 00 00 28 25 Agent 201 EXT 201 Outgoing 00 00 643133 MyCalls Agent Control MyCalls Agent Control uses a separate TCP Port connection to the SV8100 that allows agents and supervisors to control their ACD stat
29. ore groups of users to display You will the results by any ofthe available parameters Organisational Groups C Organisation wi Organisation Sales wi Organisation Service Team wi Organisation Support wi Organisation Support 1 st Line wi Organisation Support 2nd Line C Show Detailed Ce Show Overview C Show Summary Use Short Names Edit Summary Font Edit Detailed Font Cancel Select the organisation group the agent agents belong to choose to Show Overview and click OK Once the user status screen is displayed click the double arrows pointing downwards next to the user s name this will show more detail about the agent If the agent is logged off their status will show as logged off User Status Window User Steven Smith Extn DID Pilot Caller Code Time Status Logged Off Once the agent logs on their status will change to show that they are available If the Agent was already logged on when they were created in MyCalls they will need to logoff logon before their status will be displayed correctly User Status Window Steven Smith User Steven Smith Extn EXT 200 DID Pilot Caller Code Time 00 00 04 Status Available Creating Real Time Windows There are several different Real Time windows that can be created in MyCalls Real Time Statistics Single Value Windows and Combination Value Windows acts in the same way they do in a non ACD configuration T
30. per section of the Custom Group Summary for each Member Configuration select the Device Type as Organisation Group and choose which group the report will be for If you wish to report against Unavailable Code then select which code will be included in the reports Only 10 unavailable codes can be reported against in a single report ox Specify the information to include in the report By specifying multiple groups you can compare the results of different groups over the same time period At least one group must be selected and the device type to group by CANNOT be one used in the filter specification Show the available information using the Available Information button and select or deselect the i information to include in the report Modify the order by clicking on a header and moving it nextto another header Moving a header off the grid will also remove the information from the report Device Type Organisation Group v Groups Select up to 10 unavailable codes C Organisation wi 123 Select All wi Natural Break v Refreshment Select None Include sub groups of selected groups In the lower section of the configuration screen click Available Information Users From the Users menu select items as required examples are First Login at Last Logout at Total Time Logged In ER gt First Log In At Include sub groups of selected groups Last Call Start Time Last Log In At Included Information Last Log Out At
31. tails as required the only mandatory field is the name field Any number of uniquely named users can exist per organisation group Enter a password if the user will be required to enter a password to login to MyCalls The user role should be selected from the drop down menu the user role defines the access level of the user within the MyCalls application For a detailed description on which features are available to the different user roles refer to the version differences document accessible via the help menu in MyCalls If MyCalls Call Recorder is being used you can give the user permission to playback recorded calls by selecting Enable Call Playback If you wish to create real time views displaying statistics for the user the select Enable Real Time Statistics Once users have been created they need assigning to a PIN number The pin number is the code entered by an agent when they are prompted to Input Your ID on the SV8100 Keyset To assign a user to a pin number go to Configure Telephone System Select the PBX Devices User Logins PIN Codes Click Create or Edit a User Login ef L gt Configure Telephone System PBXs z Head Office User Logins PIN Code 7 Call Recording E Agent Control User Logins are the codes th CG Di Devices receiving calls in an ACD envi E Account Codes codes 4 2108 Tasks U Extensions _ Pilot Numbers Create or Edit a User Login fT Trunks Use the Creat
32. umber Group ACD Queue None MM Hunt Group Notes a Creating Users Agents Using MyCalls From the Configure Organisation menu typically here you would create groups that represent departments or common groups of agents These groups can be used to create real time windows or for reporting purposes Within the groups if required you can create sub groups to build up a tree type structure to represent departments within a company Use the Create a New Group option to create a group Configure Organisation Structure Organisation SE ee Le Organisational Grour er Organisational Groups are organisation They are arre groups It is typical that ar Tst Line EN f Thomas Jones ie f Steven Smith 2 a 2nd Line then maybe different team Sl vu Service Team Tikes agent 200 bed D agent 201 Create a New Group ri A E All Users Use the Create a New a Department Team Create a New User Ilan tha ranta o Ales I Once you have created a group you need to create users within the groups Select which group the user will belong to and click Create a New User Ze IA Cas users role you can restrict configuration modifications to the appropriate users 8 Name Abbreviation Simon Shivers Job Title Group Organisations upport 2nd Line User Role Email Address User S Password Enable Call Playback Enable Real Time Statistics Notes le M Enter the user de
33. us using the MyCalls application It works by sending AIC logon commands via the Agent Control TCP Port An AIC code is created for each ACD group and when an agent requests to login to ACD groups 1 2 and 3 MyCalls will send 3 separate commands telling the SV8100 to login the designated agent to groups 1 2 and 3 MyCalls uses ACD group 64 as a holding area for agents if for example you login to groups 1 2 and 3 MyCalls will first log you in to ACD group 64 then 1 2 and 3 For this reason the SV8100 should not be programmed to deliver any calls to ACD group 64 There is a limit on the number of times an agent can logon using AIC commands after the agent has logged on using 16 different AIC code they will need to logout before they will be allowed to logon to any more groups For these reasons an ACD agent can only logon to 15 ACD groups It is not possible to control the status of an agent while they are on an internal call MyCalls Agent Control requires a valid Agent Control License V8100 Programming Note Agent Control requires system software 3 of greater The TCP Port for Agent Control should be set in Wizards Advanced Items ACD ACD MIS Setup set ACD Agent Control TCP Port Number to 4002 all Untitled NEC Philips 5 8100 PCPro File View Programming Communications Tools Help D GH D mM ve A to 9 Ze e Wizards Apply Cancel Default Group box Col chooser Expand all Contract Progranniming Lev
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