Инструкции для Nortel Networks P0919439

Содержание

• How to use this guide

  5
• Introduction

  5
• How this guide is organized

  5
• Other documents

  6
• System Overview

  7
• Introduction

  7
• System software

  7
• PC requirements

  8
• Operating System Compatibility

  9
• Installing Nortel Networks Call Center Reporting

  11
• Introduction

  11
• Installation prerequisites

  11
• Installing Nortel Networks Call Center Reporting Master Client software

  12
• TCP/IP Protocol

  12
• Checking whether The Windows Networking Component Is Installed

  12
• Communications Manager 2.5

  13
• for a CallPilot 100/150 Installation

  14
• Master Client PC File Sharing

  15
• additional PCs

  17
• Business Communications Manager 2.5

  17
• CallPilot 100/150 Installation

  18
• Applying Security to the Call Center Reporting Shared Folder

  19
• Troubleshooting Nortel Networks Call Center Reporting Installation

  21
• Troubleshooting Nortel Networks Call Center Reporting

  22
• Folders created on the Call Center Reporting Multiple Client PCs

  25
• Using Nortel Networks Call Center Reporting

  27
• Starting Nortel Networks Call Center Reporting

  27
• Entering Nortel Networks Call Center Reporting (Log In)

  27
• Exiting Nortel Networks Call Center Reporting Master Client (Log Out)

  28
• Closing the RDB Server (on the Master Client PC)

  29
• Call Center Reporting Main Window

  29
• Level

  29
• View

  30
• System (System Manager level only)

  30
• Management-Info

  30
• Window

  30
• Help

  31
• Configuring Nortel Networks Call Center Reporting

  33
• Introduction

  33
• Configure window tabs

  34
• Company

  34
• Skillsets

  34
• Lines

  35
• Agents

  36
• Stat Time Bin

  37
• Wallboard

  37
• Password

  37
• Wallboards

  39
• Introduction

  39
• Wallboard installation

  39
• Wallboard configuration

  39
• Wallboard Settings

  40
• Wallboard Parameters

  41
• Wallboard Messages, Alarms and Schedules

  43
• Wallboard Messages

  43
• Wallboard Alarms

  45
• Wallboard Schedules

  46
• Statistical Settings

  49
• Introduction

  49
• Statistical Set Up

  49
• Real Time tab

  50
• Traffic Analysis tab

  50
• Peak tab

  50
• Average tab

  50
• Real Time Information

  51
• Introduction

  51
• Real Time screens

  51
• System level

  51
• Skillset level

  54
• General Notes on the Real Time Displays

  56
• Management Reports

  57
• Introduction

  57
• General Notes on the Report Statistics

  57
• Accessing Current Reports

  58
• Accessing Historical Reports

  58
• Report Manager window

  60
• File

  60
• View

  60
• Report

  60
• Window

  61
• Help

  61
• Viewing Reports

  61
• Report Types

  62
• Answered Call

  62
• Abandoned Call Report

  64
• Incoming Call Report

  64
• Agent Activity Report

  66
• Average Time Report

  67
• System Capacity Report

  68
• Call Profile Report

  71
• Agent Profile Report

  72
• Summary Report

  73
• Printing reports

  74
• Abandoned Caller ID Report

  75
• Configuration Report

  77
• Print Schedule

  78
• Statistical Data into Microsoft Excel

  81
• Introduction

  81
• Location of the Statistical Database Files

  81
• Statistical Database File Naming Conventions

  81
• Looking at the Statistical Data with Microsoft Excel

  82
• Upgrading from version 2.5 GA to 2.5 Feature Pack 1

  85
• Introduction

  85
• Upgrade Process

  85
• 1.0 Close Down Nortel Networks Call Center Reporting version 2.5 GA

  86
• 2.0 Uninstall the Nortel Networks Call Center Reporting version 2.5 GA

  86
• 3.0 Install Nortel Networks Call Center Reporting version 2.5 FP1

  86
• Glossary of Terms

  87
• Index

  91