Avaya ipView Software Wallboard User's Manual
Contents
1. ip View Software Wallboard Setup and Operation Guide BCM Business Communications Manager Document Number NN40010 500 Document Status Standard Document Version 03 04 Date July 2008 NCRTEL Copyright 2006 2008 Nortel Networks Limited All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel Nortel Logo the Globemark and This is the way This is Nortel Design mark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Table of Contents List of FIgUI88 iissse rene re eene nine e cic uc e V How to Use this GUId ccc n ede aa E Fa Cea co arua a 7 ntrOdUCtlOnz toit Ie ete euam 7 How this guide is organized nnen nnnt 7 Flow to get Flelp e ote fc rectus heb 7 Getting Help from the Nortel Web site i 7 Getting Help over the phone from a Nortel Solutions C2. Configuring ipView SoftBoard 31 INMOGUCTION i oc iei Re e ee ee ini Ao ai i A 31 Accessing the Configuration Property 31 A ATEN PUE 31 VIEW ODLOTIS nei i d 32 Always On Top Options nennen nnn nennen 32 East Positioni OptlOns s s o Co ese M o en ea x ERR rad 33 Graphingal abstract tL IN LE boe 33 Trend Graph Colors ette Gd oO C le oi eae 34 Summary ODptIOns 2 tene ip ee liana 35 ipView Software Wallboard Setup and Operation Guide ECHOING rallo aaa 36 Data Echoing Options 37 e112 0 lt 1 6 amp Meet TETTE IEEE TURPE 40 List of Figures Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 Choose Setup Language EE AN aUora E Eis 12 English Language Dialect Selection window iii 13 InstallShield Welcome page iii a cete petere cepe ater 14 InstallShield License Agreement eene etie rite nein ia 15 InstallShield ipView Skillset Name display iii 16 InstallShield ipView
3. Re play Summary Select Re play Summary to display the Re play Summary submenu shown in Figure 24 Re play Summary Submenu Re play Summary gt Incoming Configuration Outgoing About ipview Abandon F Grade of Service Figure 24 Re play Summary Submenu The Re play Summary submenu options allow you to re play the most recently received summary You can select All to re play all the graphs or select to re play a single Incoming Outgoing Abandoned or Grade of Service graph You can also specify the amount of time that the summaries are displayed See Re play Duration Configuration Select Configuration to access ipView SoftBoard Configuration Property Pages For more information about Configuration Property Pages refer to Configuring ipView About ipView SoftBoard Select About ip View to display the About ipView dialog box See Figure 25 ipView About Box The details of your version of ipView SoftBoard may differ slightly than those shown in the figure About ipView i IpView TCP IP enabled software wallboard Version Details ipView Version 1 0 0 Build 02 Compile Stamp 11 30 20 Mar 3 2001 Network Information Local IP Address 10 1 1 103 Copyright C 2001 ITEL Inc Figure 25 ipView About Box The ipView SoftBoard About box provides a quick way to view your IP Address ce ipView Software Wallboard Setup and Operation Gu
4. all the entries from the list To turn echoing off clear the Send to other wallboards checkbox Note that ip View SoftBoard is set up so that the IP Addresses in the Data Echoing IP Address List remain constant If the addresses are altered the Data Echoing IP Address List should be adjusted to match This adjustment requires manual intervention on a physical Wallboard However if the Wallboard that is being echoed to is an ip View SoftBoard running on a PC that uses DHCP to obtain its IP Address then the IP Address of the PC could be subject to change PCs usually receive the same IP Address each time they restart However if the PC has been turned off for a period in excess of the IP Address lease time for your network and the IP Address has been allocated to another PC the PC receives a new IP Address Nortel recommends that you use the network machine name instead of the IP Address of PCs that are using DHCP to obtain their IP Addresses If the IP Address of a physical Wallboard or an ipView SoftBoard changes the Data Echoing IP Address List must be updated to reflect the new IP Address of the Wallboard device ipView Software Wallboard Setup and Operation Guide 40 References 6 1 Reporting For Contact Center Setup and Operations Guide NN40040 302 303 304 Index 41 Index WAV sound files 36 A About ipView 29 Alarm Sound File 36 Alarm State 22 25 3
5. minimum Microprocessor speed 200 MHz minimum RAM 16 Mb minimum Free hard disk space 2 Mb minimum Network Interface Network Interface Card Network Protocol TCP IP protocol Display Type SVGA display Display Graphics Card SVGA graphics card Operating system compatibility ip View SoftBoard has been verified for correct operation on the following operating systems Operating System Version See Note 1 Windows 2000 Professional SP4 Windows XP Professional SP2 Windows Server 2003 Standard Edition SPI Windows Vista Business and Ultimate Editions 32 bit and 64 bit with WOW64 Note 1 32 bit version operating systems are only supported unless stated otherwise 11 Installing ipView SoftBoard 3 Installation of the ipView Software Wallboard You can install the ip View SoftBoard on any PC desktop that is connected by the network to the Nortel Reporting for Contact Center Web Host PC with the TCP IP protocol The ipView SoftBoard can operate in English Brazilian Portuguese Canadian French Danish Dutch French German Italian Norwegian Spanish or Swedish For more information refer to ip View SoftBoard Languages on page 9 Installing Nortel ipView Software Wallboard To install the ipView SoftBoard on an agent desktop perform the following steps 1 Exit any Windows programs that are running 2 Start your internet browser such as Inte
6. start to use ip View SoftBoard the parameters are displayed as two letter abbreviations known as Short View See Figure 12 Typical ipView Display Figure 12 Typical ip View Display To view a tool tip that expands the parameter abbreviations point to an abbreviation See Figure 13 Short View with a Tool Tip Abandoned calls in the current Day Figure 13 Short View with a Tool Tip If the System Manager of the Nortel Reporting for Contact Center sets a threshold for any parameters displayed on your copy of ip View SoftBoard and one of those parameters exceeds the threshold the parameter value appears in blinking red In the view shown in Figure 14 Short View with a Parameter Value in Alarm a call in the queue has exceeded the time threshold set by the System Manager The parameter is said to be in the alarm state Using ipView SoftBoard 23 If configured by the System Manager audible alerts might be associated with the alarm Refer to Sound Options ipview Figure 14 Short View with a Parameter Value in Alarm Long View In Long View you see full parameter descriptions instead of the two letter abbreviations in Short View When you first start to use ip View SoftBoard you may want to use the Long View until you become familiar with the parameters sent from the Nortel Reporting for Contact Center To select Long View right click in the ip View SoftBoard window The menu shown in Figure 15 Right Click Me
7. unless this option is configured by the System Manager If audible alerts are configured you can specify whether the alert is a simple default bleep or a sound file WAV Different or the same sound files can be played for Alarm alerts and Summary alerts You can also turn off audible alerts by selecting the crossed speaker icon To specify whether to play the default bleep or a sound file click either Default Bleep or Sound File Note that the way your PC reacts to the default bleep depends on the way your Sounds are mapped within your PC For example Microsoft Themes may re map your sounds so that the default bleep is inaudible If you cannot hear the default bleep use the Sounds option in Control Panel to map the default system sound to a file that is audible on your PC The sound of default bleep also depends on whether your is configured with an internal speaker or a ceramic buzzer On some PCs the default bleep is a click In these circumstances playing a sound file is preferable If you select the Sound File option the Alarm File and Summary File Browse buttons become active The buttons become inactive if you select the Default Bleep option When the Sound File option is selected use the Browse buttons to browse your hard disk to select a sound file WAV to use as the Alarm or Summary audible alert Echoing Tab The ipView SoftBoard running on one computer can be configured to send
8. www nortel com callus When you speak to the phone agent you can reference an Express Routing Code ERC to route your call more quickly to the appropriate support specialist To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller System Overview 2 Introduction ipView Software Wallboard is a Windows software application that provides a software based IP enabled wallboard on the PC desktop of Contact Center agents ip View Software Wallboard is also referred to as the ip View SoftBoard Overview Contact Center Statistics and Messages from the Nortel Reporting for Contact Center application are displayed in Real Time on the ip View SoftBoard Audible Alerts can be associated with certain events and histograms can be displayed to graphically show the changes in a particular Contact Center parameter over a rolling period of 15 minutes The ip View SoftBoard is completely compatible with the ip View hardware wallboard and a mixture of ip View hardware wallboards and ipView SoftBoards can be configured within the Nortel Reporting for Contact Center application Additionally ip View SoftBoards can relay their input to any number of other IP enabled wallboards either ip
9. 3 35 Always On Top 32 33 Audible Alert 9 35 36 Audible Alerts turning off 36 C Configuration Property Pages 29 31 Configuring ipView 29 31 33 Configuring Nortel Reporting for Contact Center 21 36 Confirm Close Dialog 30 D Data Echoing 36 37 38 Default Bleep 36 DHCP 39 Display Range 35 E Echoing Tab 31 36 37 G Graphing Tab 31 33 Graphs 27 29 33 H History View 26 27 34 How this guide is organized 7 How to use this guide v 7 I Installing ipView 7 9 11 Introduction 7 IP Address 21 29 37 38 7 L Languages 9 11 20 Long View 23 24 25 26 27 32 M Maximum Colour 35 Message View 24 25 Minimum Colour 34 N Never On Top 33 Nortel Reporting for Contact Center 9 11 21 22 23 25 27 36 40 21 On Top For Alerting 33 On Line Help 9 Open at default location 33 Open at last location 33 Operating System 10 Operating System Compatibility 10 P Parameter Abbreviations 10 22 23 26 32 Parameter Descriptions 10 23 26 32 Parameter View 25 26 PC Requirements 10 R References 40 Re play Duration 35 Re play Summary 29 35 Right Click Menu 23 31 S Short View 21 24 25 26 27 32 Shutting Down ipView 30 Starting ipView 21 Summary Sound File 36 Summary View 27 28 ipView Software Wallboard Setup and Operation Guide 42 Index System Overview 9 T TCP IP protocol 10 11 T
10. Follow the steps in this section to start the ipView SoftBoard 1 Double click the ipView icon on the PC desktop See Figure 10 ipView Icon pv Figure 10 ip View Icon The ip View window appears The first time you start ip View it opens in the default Short View See Figure 11 ip View First Time Startup The first time startup view does not show parameters or statistics until View SoftBoard receives data from Nortel Reporting for Contact Center or another ip View SoftBoard that is echoing to yours Figure 11 ip View First Time Startup Note that each time you start ip View SoftBoard the parameter values are blank until ipView SoftBoard receives data from Nortel Reporting for Contact Center or another ip View SoftBoard that is echoing to yours For information about echoing see Echoing Tab If the IP address of your copy of ipView SoftBoard is configured in Wallboards Tab of the Nortel Reporting for Contact Center Configuration and the Nortel Reporting for Contact Center application is operational ipView SoftBoard starts to display information ipView Software Wallboard Setup and Operation Guide 22 Using ipView SoftBoard The information that ip View SoftBoard receives depends on the configuration the System Manager of the Nortel Reporting for Contact Center application Figure 12 Typical ipView Display shows a typical ip View SoftBoard display Short View When you first
11. Port 17 InstallShield ipView SoftBoard Installation Destination Location esee 18 InstallShield ipView Program Folder name selection i 19 InstallShield ipView Setup Complete i 20 ID VIEW m X 21 ipView First Time Startup utor tet nana Pado ius To er e alari 21 Typical tp View Display fissa E rte e PE ORERY EE ERAN ERE 22 Short View witha Tool Dp iube co e Der a e D eae 22 Short View with a Parameter Value in 23 Right Click Menu Set Long VieW i 23 IA m lE SR TIA T 24 Long View with a Parameter Value in Alarm i 24 Figure 18 Short View with a Message View Window i 25 Figure 19 Parameter View Window in Long View i 26 Figure 20 History View with ipView in Short View i 27 Figure 21 Display of Summary Graphs with ipView in Short View ii 28 Figure 22 Typical Tooltray Showing the ipView Icon ii 28 Figure 23 Tooltray pee PII Bde rice erepto D Ir EHE ERE EE erus 28 Figure 24 Re play Summary 29 Figure 25 ipView About BOX o reina ritenere ravens Rasa 29 Figure 26 Close tie iet eti tr re pectine ee ape N D Ee Reihe dca 30 Figure 27 Confirm Close Dialog BOX irreale adele lalla ai 30 Figure 28 Right Click Menu Configur
12. View hardware wallboards or ip View SoftBoards Online context sensitive Help is available within ip View by pressing the F1 key e ipView SoftBoard Languages You can operate the ipView SoftBoard in English Brazilian Portuguese Canadian French Danish Dutch French German Italian Norwegian Spanish or Swedish You do not need to operate the ipView SoftBoard and the Nortel Reporting for Contact Center application in the same language This flexibility allows you to install different language versions of the ipView SoftBoard among your Contact Center agents For example you can have your Nortel Reporting for Contact Center application operating in French and have a mixture of English speaking and French speaking agents You can install a mixture of ipView SoftBoards in English and French among your Contact Center agents as appropriate ipView Software Wallboard Setup and Operation Guide 10 System Overview In this example the Nortel Reporting for Contact Center application transmits the wallboard statistics in French The ip View SoftBoards operating in English locally translate the received parameter abbreviations and long descriptions into English before displaying the abbreviations and descriptions to the agent PC requirements The PC requirements for ip View SoftBoard are as follows Component Specification Platform IBM Compatible PC Microprocessor Pentium 1 or equivalent
13. any information it receives to other copies of ip View SoftBoard running on other computers or to ip View SoftBoard physical hardware wallboards This sending of information is called echoing You can send information or echo to any number of copies of ip View SoftBoard or ip View physical wallboards The Echoing tab displays the options that control the echoing of received data to other wallboards Figure 32 Configuration Echoing Tab shows the Echoing tab Configuring joView SoftBoard 37 Configuration System2 VIEW Graphing Echoing Data Echoing Options IP Address Network Name List Send to other wallboards Port Number 3502 IP Address Figure 32 Configuration Echoing Tab Data Echoing Options To configure ip View SoftBoard to echo to other wallboards select Send to other wallboards When this option is selected the Data Echoing IP Address List and its Add and Remove buttons become active Port Number The Port number is the number of the port that ip View SoftBoard uses to listen for incoming data and to echo to other wallboards Normally you do not need to change this value However you may need to change the port number to address wallboards on the other side of a firewall and your network administrator specifies a range of Port numbers that must be used to communicate through the firewall If your network administrator advises you to change your Port number to a new value overtype th
14. appears as shown in Figure 1 Choose Setup Language window ipView InstallShield Wizard Choose Setup Language Select the lanquage for the installation from the choices below Danish Dutch French Canadian French Standard German Italian Norwegian Portuguese Brazilian Spanish Swedish Figure 1 Choose Setup Language window Select the setup language you wish to install and then click Next The ipView SoftBoard startup page appears If you selected English as the language to install the Language Dialect Selection window will appear as shown in Figure 2 English Language Dialect Selection window 13 ipView Setup Language Dialect Selection Please Choose English Dialect English North America English United Kingdom Figure 2 English Language Dialect Selection window Select the English dialect to use for the installation and click Next The InstallShield Welcome page appears see Figure 3 InstallShield Welcome page Click Next to continue with the installation or click Cancel to cancel the ipView SoftBoard installation setup ipView Software Wallboard Setup and Operation Guide 14 Installing jpView SoftBoard ipView Setup Welcome to the InstallShield Wizard for ipYiew SoftBoard The InstallShield Wizard will install ipyiew SoftBoard on your computer To continue click Next Figure 3 InstallShield Welcome page 8 The License Agreement page a
15. ation iii 31 Figure 29 Configuration View Tab eere Pet e et te eite Fe Hp ile ano 32 Figure 30 Configuration Graphing Fab oce irte tert te I HE open ere E E p es Poe aironi 34 Figure 31 Color P lette Window tient te RU Hee extet He Hed REPE PEE epi te re meses 35 Figure 32 Configuration Echoing Tab oie citet ertet reti Pepe ie earn 37 Figure 33 Configuration Echoing Tab with Data Echoing IP Address 38 ipView Software Wallboard Setup and Operation Guide vi How to Use this Guide 1 Introduction This guide is designed to assist a System Manager in the installation set up and operation of Nortel ip View Software Wallboards This chapter provides an overview of the document How this guide is organized The ipView Software Wallboard Setup and Operation Guide is organized according to the following chapters How to Use this Guide Provides an overview of this guide Information on getting help from Nortel is also detailed here System Overview Describes the overall functionality of ip View Software Wallboard and describes the minimum PC and operating system requirements of ip View Software Wallboard The chapter also describes the operating system compatibility of ip View Software Wallboard Installing ipView Software Describes installation prerequisites and how to install Wallboard the ip View Software Wallboard software Using Softwa
16. e old value and click Apply ipView Software Wallboard Setup and Operation Guide 38 Configuring joView SoftBoard You must close down and restart ip View SoftBoard before the new setting takes effect IP Address Use the IP Address list to choose a network interface card IP Address on which you wish ipView SoftBoard to listen If you have only a single network interface card in your PC then select the single IP Address in the list Data Echoing IP Address List The Data Echoing IP Address list see Figure 33 Configuration Echoing Tab with Data Echoing IP Address List displays the IP addresses or network machine names PC Names to which you want ipView SoftBoard to echo Configuration System VIEW Graphing Echoing Data Echoing Options IP Address Network Name List Send to other wallboards Port Number 3500 IP Address Remove Cancel Apply Help Figure 33 Configuration Echoing Tab with Data Echoing IP Address List To add a new entry to the list select the Send to other wallboards option under Data Echoing Options see Figure 33 Configuration Echoing Tab with Data Echoing IP Address List Type the IP address or network name in the box above the Add and Remove buttons and then click Add To remove an entry from the list select the entry in the list and then click Remove Configuring joView SoftBoard 39 Note that if you want to turn echoing off you do not need to remove
17. enter 8 Getting Help through a Nortel distributor or reseller nenene 8 Yael m 9 lagae Nlo ata p PEET 9 IN cagione de rain ilaria E 9 ipView SoftBoard Languages 9 PG requ ire mehts 2 2 inert e Ier aa 10 Operating system compatibility sese 10 Installing ipView SoftBoard cereus 11 Installation of the joView Software 9 11 Installing Nortel joView Software Wallboard 11 Using ipView SOfIBOSEU iiia conr niea rne Ecco nd eaa ad sa Eve nds 21 Starting the jpView 21 Short VIEW eh caves cache tastes or use aaa CoD LL LO TL orc 22 ORG VOW 5 5 e ioci e d ad i n te quindi er 23 MEAE R 24 Pararmeter VIGW eine eee liana 25 nM 26 SUMMAary Vie W PE 27 ie eee reer eR e rere aladino 28 Re play Summary s loce 29 COnfiQuratiOni ccscc ie PAN hi i eel aa 29 About ipView 29 Close ipView 30 Shutting Down ipView SoftBoard sese 30
18. erty Pages are as follows View Graphing Echoing View Tab The View tab displays the options that relate to the appearance and position of ipView SoftBoard on the PC desktop See Figure 29 Configuration View Tab ipView Software Wallboard Setup and Operation Guide 32 Configuring ipView SoftBoard Configuration View Echoing View Options Short View abbreviations C Long View descriptions Always On Top Options Always Top C Never C On Top For Alerting Last Position Options Open at last location C Open at default location Apply Cancel Figure 29 Configuration View Tab View Options You can view ipView SoftBoard in Short View or Long View In Short View two letter abbreviations represent the parameters In Long View more complete text descriptions represent the parameters Most users start by using Long View until they become familiar with the parameters Then they change to Short View which occupies less screen area To have ipView SoftBoard start up in the Short View click Short View To have ip View SoftBoard start up in the Long View click Long View Always On Top Options When several programs are running on your desktop the program windows overlap Only a portion of some windows are visible because other windows are on top of them Some smaller programs may be completely obscured by ot
19. ew in Short View shows a series of the various displayed graphs Only one graph is displayed at a time After a couple of seconds the displayed graph is replaced by the next one The Summary View window appears whenever a summary is received from the Nortel Reporting for Contact Center application whether ip View SoftBoard is in Long View or Short View ipView Software Wallboard Setup and Operation Guide 28 Using ipView SoftBoard of Incoming calls of Outgoing calls Grade dis service Daily 60 Hourly 77 100 OSummary Hourly Profile Figure 21 Display of Summary Graphs with ipView in Short View After the final graph is displayed the Summary View window closes automatically Note that the parameter values are removed for the duration of the display of the Summary Graphs The values are re displayed when the summary completes When ipView SoftBoard is running an ip View icon appears in tooltray at bottom right corner of the PC desktop See Figure 22 Typical Tooltray Showing the ipView Icon Was SHO uev 17 53 Figure 22 Typical Tooltray Showing the ip View Icon Right click the ip View tooltray icon to display the menu shown in Figure 23 Tooltray Menu Re play Summary gt Configuration About ipview Close ipView Figure 23 Tooltray Menu Using ipView SoftBoard 29
20. her larger windows Configuring jpView SoftBoard 33 You can specify the position of ip View SoftBoard with respect to the windows of other programs The options are Always On Top Never On Top and On Top For Alerting Always On Top When you select Always on Top the ip View SoftBoard window is always visible It stays in front of all other application windows even when another application is the currently active window You can see ipView SoftBoard window even if you are using a full screen application Never On Top When you select Never On Top ipView SoftBoard window is visible only when no other applications or windows are opened on top or in front of it On Top For Alerting The On Top For Alerting option is similar to the Never On Top option However if ip View SoftBoard receives either a text message or a summary or if a parameter goes into the Alarm state the ip View SoftBoard window appears in the front so that you can see it Using another application causes that application window to again appear in front of the ip View SoftBoard window Last Position Options You can configure ipView SoftBoard to start up at either its default location top right on the desktop or at the screen position that was in use when ipView SoftBoard was previously closed down To have ipView SoftBoard start up at its last screen location click Open at last location To have ip View SoftBoard start up in the default location clic
21. ide 30 Using ipView SoftBoard Close ipView SoftBoard Select Close ip View to shut down ipView SoftBoard You can also shut down ipView SoftBoard by clicking the Close button in the top right corner of the ipView SoftBoard window Shutting Down ipView SoftBoard To shut down ipView SoftBoard click the Close button in the top right corner of the ipView SoftBoard window as shown in Figure 26 ipView Close Button Figure 26 ipView Close Button After you click the Close button a Confirm Close dialog box appears See Figure 27 Confirm Close Dialog Box 2 OK to close down ipView OK Figure 27 Confirm Close Dialog Box Click OK to close ipView SoftBoard or click Cancel to leave ip View SoftBoard running 31 Configuring ipView SoftBoard 5 Introduction Many ipView SoftBoard properties can be changed or customized and ipView SoftBoard saves the settings and uses them the next time it starts You change or customize settings and options in the ipView SoftBoard Configuration Property Pages Accessing the Configuration Property Pages To access the Configuration Property Pages right click in the ipView SoftBoard window The menu shown in Figure 28 Right Click Menu Configuration appears DE x lt Figure 28 Right Click Menu Configuration Select Configuration to view the ipView SoftBoard Configuration Property Pages The three tabs in the ipView SoftBoard Configuration Prop
22. ip 22 Tooltray 28 35 Tooltray Icon 28 Tooltray Menu 28 View Tab 31 Windows 10 Windows 2000 10 Windows Server 2003 10 Windows Vista 10 Windows XP 10
23. k Open at default location Graphing Tab The Graphing tab displays the options that relate to ip View SoftBoard graphs and sounds Figure 30 Configuration Graphing Tab shows the Graphing tab ipView Software Wallboard Setup and Operation Guide 34 Configuring joView SoftBoard Configuration View Graphing Echoing gt Trend Graph Colours Minimum Colour Change Maximum Colour Change Summary Options Display Range 12 Hour Re play duration 15 sec m Sound Options IK Default Bleep Sound File Alarm File WINNT Media chord Browse Summary File c NSWINNT Media notify way Browse Apply Help Figure 30 Configuration Graphing Tab Trend Graph Colors You can define the colors used in Minimum and Maximum portions of the History View trend graph The tab shows the current colors To specify the color for the Minimum portion of the trend graph click the Change button beside the Minimum Color option A Color Palette window opens up see Figure 31 Color Palette Window You can select a color of your choice and click the OK button For the change to take place click OK on the Graphing tab Configuring jpView SoftBoard 35 Basic colors EI NI B E Nm mmm Custom colors GG GG S SN BEE SEB Ee Define Custom Colors gt gt Figure 31 Color Pa
24. lette Window To specify the color used for the Maximum portion of the trend graph click the Change button beside the Maximum Color option A Color Palette window opens up see Figure 31 Color Palette Window You can select a color of your choice and click the OK button For the change to take place click OK on the Graphing tab Summary Options Summary options allow you to specify the summary Display Range and Re play Duration Display Range Summaries can be configured to show the previous 12 hours or the previous 24 hours Select either 12 Hour or 24 Hour from the Display Range list Re play Duration You can re play the most recent summary by right clicking the ip View icon in the tool tray and selecting the Re play Summary option For more information refer to Re play Summary When you select Re play All the Incoming Outgoing Abandoned and Grade of Service summaries display in turn You can specify the amount of time that each of these summaries displays by selecting 10 sec 15 sec 20 sec 25 sec or 30 sec from the Re play Duration list Sound Options When a parameter enters an alarm state or a Summary is received ip View SoftBoard can provide an audible alert ipView Software Wallboard Setup and Operation Guide 36 Configuring joView SoftBoard Nortel Reporting for Contact Center application You cannot receive audible alerts Note that the audible alert depends on the System Manager configuration of the x
25. nu Set Long View appears Configuration Figure 15 Right Click Menu Set Long View Select Set Long View to adjust ipView SoftBoard to Long View Figure 16 Long View shows the Long View full parameter descriptions ipView Software Wallboard Setup and Operation Guide 24 Using ipView SoftBoard Figure 16 Long View Parameter values in alarm are displayed the same in Long View and Short View See Figure 17 Long View with a Parameter Value in Alarm Ts x4 Figure 17 Long View with a Parameter Value in Alarm Message View If Nortel Reporting for Contact Center sends a message to the ip View SoftBoard the message appears in the Message View window See Figure 18 Short View with a Message View Window Message View windows appear whether ip View SoftBoard is in Short View or Long View Using ipView SoftBoard 25 Figure 18 Short View with a Message View Window The Nortel Reporting for Contact Center sends messages when A parameter goes into the alarm state and has a message associated with it A message is scheduled to be sent The System Manager or Skillset Supervisor manually sends a message The Message View window closes automatically when the message has been displayed for a couple of seconds up to about 20 seconds depending on the length of the message If a threshold had been set for a particular parameter the Message View window will display the message for as long as the thre
26. ppears see Figure 4 InstallShield License Agreement Click Yes to accept the ipView Software License Agreement 15 ipView Setup License Agreement Please read the following license agreement carefully Press the PAGE DOWN key to see the rest of the agreement jpView SOFTWARE LICENSE AGREEMENT CAUTION READ THIS BEFORE INSTALLING OR USING THIS SOFTWARE Grant of License Grant of License from This document Agreement is the legal Agreement which will govern use of the Itel distributed product called ipview software and its associated documentation That product and documentation is called Software in the Agreement v Do you accept all the terms of the preceding License Agreement If you select No the setup will close To install ipYiew SoftBoard you must accept this agreement Shield Figure 4 InstallShield License Agreement The Skillset Name page appears see Figure 5 InstallShield ipView Skillset Name display Enter the name of the Skillset which ipView will display data for otherwise leave this field at the default name of System to display data for all Skillsets Click Next ipView Software Wallboard Setup and Operation Guide 16 Installing jpView SoftBoard ipView Setup Skillset Name Please enter the name of the Skillset which ipYiew will display data from ask your Administrator For all Skillsets enter System em Figure 5 InstallShield ipVie
27. re Describes starting to use Nortel ip View Software Wallboard Wallboard including starting and closing the ip View Software Wallboard This chapter also explains the different views within ipView Software Wallboard Configuring ipView Software Describes how to configure ip View Software Wallboard Wallboard with your preferred operational settings Index Provides a cross reference of topics in this document How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best source of support for Nortel products is the Nortel Support Web site ipView Software Wallboard Setup and Operation Guide 8 How to Use this Guide http www nortel com support This site enables customers to e Download software and related tools e Download technical documents release notes and product bulletins e Sign up for automatic notification of new software and documentation e Search the Support Web site and Nortel Knowledge Base e Open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find the information you require on the Nortel Support Web site you can get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site and look up the phone number that applies to your region http
28. rnet Explorer or Netscape and use it to connect to the Business Communications Manager In the browser Address bar enter the IP address of the Business Communications Manager in the following format http 10 10 10 1 Substitute the IP address of your Business Communications Manager for the 10 10 10 1 shown in the format example Enter the username nnadmin and password in the BCM Login window Consult your Network Administrator for the password as this would have been changed from the default password of PlsChgMe on first installation of Nortel Element Manager The Welcome to BCM page appears 3 Click Administrator Applications The Administrator Applications page appears 4 In the Contact Center Applications list click ip View Softboard The Wallboard IP View Client page appears 5 Click the web link Download Wallboard IP View Client to download ipView SoftBoard The File Download dialog box appears In the File Download dialog box you can select Run to run the application download or select Save to save the ipView Software Wallboard executable file to your PC If you selected Run several progress bars appear as the installation routine prepares to install ipView Software Wallboard Setup and Operation Guide 12 Installing jpView SoftBoard If you selected Save double click on iy ViewSoftware Wallboard file at the saved location to begin the installation The InstallShield Wizard Choose Setup Language window
29. shold condition is valid Parameter View The Parameter View window displays the current value of a selected parameter The Parameter View displays the selected parameter value in a large font so that an agent can easily monitor the current parameter value To activate the Parameter View window click one of the ip View SoftBoard parameter values not the abbreviation or description Figure 19 Parameter View Window in Long View shows the Parameter View window with ip View SoftBoard in Long View You can activate the Parameter View window in either Long View or Short View ipView Software Wallboard Setup and Operation Guide 26 Using ipView SoftBoard Figure 19 Parameter View Window in Long View To close the Parameter View window click the selected parameter value You can change the displayed parameter without closing the Parameter View window To display a different parameter in the Parameter View window click the new parameter value Note that when you open the Parameter View window the window is blank until the selected parameter value is updated History View The History View window displays an historical trend graph of a selected ip View SoftBoard parameter so that an agent can see the current trend for the parameter To activate the History View window click one of the iy View SoftBoard parameter abbreviations or descriptions In the History View window a column represents the minimum and maximum
30. values of the selected parameter for each minute for up to 15 minutes As a minute passes a new column appears at the right end of the graph Each new column represents the minute that most recently ended Previous columns move to the left to accommodate new columns Figure 20 History View with ipView in Short View shows the History View window with ipView SoftBoard in Short View You can activate the History View window in either Long View or Short View Using ipView SoftBoard 27 Abandoned calls in the current Day 60 O Recent History Minutes Figure 20 History View with ip View in Short View To close the History View window click the selected parameter abbreviation or description You can change the displayed parameter history without closing the History View window To display a different parameter trend in the History View window click the new parameter abbreviation or description Summary View When the Nortel Reporting for Contact Center application sends a summary to the wallboards it sends the daily and hourly totals for the following four parameters Incoming Calls Outgoing Calls Abandoned Calls Grade of Service When ipView SoftBoard receives a summary it stores the hourly values When ip View SoftBoard receives subsequent summaries it can display a series of four graphs that show the trend of daily values for each of the four parameters Figure 21 Display of Summary Graphs with ipVi
31. w Setup Select Program Folder Please select a program folder Setup will add program icons to the Program Folder listed below You may type a new folder name or select one from the existing folders list Click Next to continue Program Folder ipView Existing Folders Registration Citrix Client ClarifyCRM12 0 Computer Associates Crystal Reports 9 Tools Games Google Desktop HP e Figure 8 InstallShield ip View Program Folder name selection 13 Click Next to accept the ip View program folder name 14 When the installation is complete the InstallShield Wizard Complete page will appear see Figure 9 InstallShield ip View Setup Complete Click Finish ipView Software Wallboard Setup and Operation Guide 20 Installing joView SoftBoard ipView Setup InstallShield Wizard Complete You can launch ipView by double clicking on the ipView icon which has been added to your desktop On line Help is available within ip iew Cancel Figure 9 InstallShield ipView Setup Complete 21 Using ipView SoftBoard 4 Configure Nortel Reporting for Contact Center to operate with ipView SoftBoard same way that you configure Nortel Reporting for Contact Center to operate with a hardware wallboard For information about setting up a hardware wallboard refer to the Reporting for Contact Center Setup and Operation Guide NN40040 302 303 304 Starting the ipView SoftBoard
32. w Skillset Name display 10 The Port Number page appears see Figure 6 InstallShield ipView Port Number The default port number 3500 for the ipView Skillset name is displayed Click Next to accept the port number 17 ipView Setup Port Number Please specify the Port Number for this Skillset Figure 6 InstallShield ipView Port Number 11 The Choose Destination Location page opens see Figure 7 InstallShield ipView SoftBoard Installation Destination Location Click Next to accept the default location To change the folder location click Browse choose another folder location and then click Next ipView Software Wallboard Setup and Operation Guide 18 Installing jpView SoftBoard ipView Setup Choose Destination Location Select folder where setup will install files Setup will install ipview SoftBoard in the following folder To install to this folder click Next To install to a different folder click Browse and select another folder Destination Folder C Program Files ITEL Inc ipView System Figure 7 InstallShield ipView SoftBoard Installation Destination Location 12 The Select Program Folder page appears see Figure 8 InstallShield ipView Program Folder name selection The ipView program icon will be added to the Program Folders list You can enter a new program folder name in the Program Folder field or select an existing folder name from the Existing Folders list 19 ipVie
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