Avaya CCM3.1 Manual De Usuario

The INDeX Call Center View Alarm Reporter has been designed to 
enhance the exception management used by the INDeX Call Center View.  
The Alarm Reporter enables the contact center supervisor to look back on 
the performance of the contact center, on a daily or weekly basis, by 
reporting on certain criteria predefined by the contact center supervisor. 

To view the alarm reports you must be logged on to the INDeX Taskbar 
with Administrator Access Level.  As an Administrator, you can only view 
the historic alarm reports for the profiles that you have created within the 
INDeX CCV.  The historic alarm information is available to view for each 
individual profile.  Only one profile at a time can be analysed. 

To obtain a historic alarm report file you must ensure that the relevant 
option is selected within the Alarm Setup options on the INDeX CCV 
application.  The alarms can only be reported on a weekly basis for each 
individual profile.  There is a separate file for each day of the week.  The 
INDeX CCV will overwrite an existing file for the current day. 

There are two types of reports: 

Breakdown Reports display detailed analysis of the alarm information 
for the selected directory number.   

• 

• 

Summary Reports display an overview of the historic alarm information 
for the selected directory number. 

Each report can be previewed prior to printing in either landscape or portrait 
orientation.  The Report Preview is not dependent upon any printer drivers 
being installed on the PC.  However, if a printer driver is not installed, the 
print facilities of the application will be disabled.  

The title of the report signifies the type of report, i.e. Breakdown or 
Summary.  The report also displays the date and time that the data 
contained in the table was generated along with the INDeX Taskbar User 
name and the INDeX CCV Profile Name. 

 

INDeX Taskbar provides the ability to launch the INDeX CCM applications.  
The INDeX Taskbar also provides built in security through a logon 
procedure; i.e. you must log on to the INDeX Taskbar before launching the 
INDeX CCM applications. 

Further details on the INDeX Taskbar are available from the INDeX 
Taskbar User Manual.