User ManualTable of ContentsHow to use this guide5Introduction5How this guide is organized5Other documents6System Overview7Introduction7System software7PC requirements8Operating System Compatibility9Installing Nortel Networks Call Center Reporting11Introduction11Installation prerequisites11Installing Nortel Networks Call Center Reporting Master Client software12TCP/IP Protocol12Checking whether The Windows Networking Component Is Installed12Communications Manager 2.513for a CallPilot 100/150 Installation14Master Client PC File Sharing15additional PCs17Business Communications Manager 2.517CallPilot 100/150 Installation18Applying Security to the Call Center Reporting Shared Folder19Troubleshooting Nortel Networks Call Center Reporting Installation21Troubleshooting Nortel Networks Call Center Reporting22Folders created on the Call Center Reporting Multiple Client PCs25Using Nortel Networks Call Center Reporting27Starting Nortel Networks Call Center Reporting27Entering Nortel Networks Call Center Reporting (Log In)27Exiting Nortel Networks Call Center Reporting Master Client (Log Out)28Closing the RDB Server (on the Master Client PC)29Call Center Reporting Main Window29Level29View30System (System Manager level only)30Management-Info30Window30Help31Configuring Nortel Networks Call Center Reporting33Introduction33Configure window tabs34Company34Skillsets34Lines35Agents36Stat Time Bin37Wallboard37Password37Wallboards39Introduction39Wallboard installation39Wallboard configuration39Wallboard Settings40Wallboard Parameters41Wallboard Messages, Alarms and Schedules43Wallboard Messages43Wallboard Alarms45Wallboard Schedules46Statistical Settings49Introduction49Statistical Set Up49Real Time tab50Traffic Analysis tab50Peak tab50Average tab50Real Time Information51Introduction51Real Time screens51System level51Skillset level54General Notes on the Real Time Displays56Management Reports57Introduction57General Notes on the Report Statistics57Accessing Current Reports58Accessing Historical Reports58Report Manager window60File60View60Report60Window61Help61Viewing Reports61Report Types62Answered Call62Abandoned Call Report64Incoming Call Report64Agent Activity Report66Average Time Report67System Capacity Report68Call Profile Report71Agent Profile Report72Summary Report73Printing reports74Abandoned Caller ID Report75Configuration Report77Print Schedule78Statistical Data into Microsoft Excel81Introduction81Location of the Statistical Database Files81Statistical Database File Naming Conventions81Looking at the Statistical Data with Microsoft Excel82Upgrading from version 2.5 GA to 2.5 Feature Pack 185Introduction85Upgrade Process851.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA862.0 Uninstall the Nortel Networks Call Center Reporting version 2.5 GA863.0 Install Nortel Networks Call Center Reporting version 2.5 FP186Glossary of Terms87Index91Size: 1.18 MBPages: 95Language: EnglishOpen manual