Nortel call center 份说明书

操作指南

How to Use this Guide
1
Introduction
1
How This Guide is Organized
1
Introduction
3
Introduction
3
Web Based User Interface
3
Language Support
4
Administrators and Users
4
Assigned Skillsets
4
SQL Historical Database
5
System Software
5
PC Requirements
5
Minimum PC Specifications
5
Minimum Printer Specification
6
Operating System Compatibility
6
Installation
8
Introduction
8
Upgrading to Reporting for Call Center
8
Upgrading a Previous Version of Reporting for Call Center
8
Deleting Temporary Internet Files
9
Call Center Reporting Server
10
Installation prerequisites
12
Installing Nortel Networks Reporting for Call Center software
13
TCP/IP Protocol
14
Checking Installation of the Windows Networking Component
14
Installing Nortel Networks Reporting for Call Center for a CallPilot Installation
15
Settings Required for Windows XP Service Pack 2
23
Settings Required for Windows 2003 Server, IIS 6
26
Change 1: Enable Active Server Pages
26
Change 2: Allow IIS 6 to see the Path to the RCC Folder
27
Change 3: Allow RCC to access its .dat data files
29
Change 4: Create a new Application pool and add RCC to it
31
Upgrading Reporting for Call Center
33
Allow IIS 6 to see the Path to the RCC Folder
33
Administration
34
Logging In
34
Changing Default Password
36
Administration Menu
37
Call Center Connection
37
System Administration
41
System Admin Settings
42
User Admin
43
Administration and User Permissions
45
Skillset Assignment
49
Reporting
52
Maintenance
52
System Status
53
Logging
53
Company Details
56
Reporting
56
Using Reporting for Call Center
58
Logging In
58
Time Bins Setup
61
Answer Time Bins
61
Abandon Time Bins
61
Print Schedules
66
Daily Schedules
67
Skillset List Selection Methods
72
Adding Selections to the Favorites List
73
Weekly Schedules
78
Monthly Schedules
86
Real Time
95
Using the Real Time Options
95
Real Time Summary
95
Real Time Summary - Agent Summary
97
Real Time Summary – Call Summary
98
Hiding the Real Time Panels
100
Real Time Detail
101
Call Detail
101
Agent Detail
103
Agent Alarms
107
Wallboard Setup
110
Introduction
110
Message Formats
110
Parameter Messages
110
Scrolling Messages
111
Summary Messages
112
Using the Wallboard Options
113
Wallboard Assignment Page
113
Add Wallboard Page
115
Wallboard Parameters
116
Wallboard Messages Page
120
Alarms
123
Schedules
130
Instant Messages
134
Reports
138
Reports Introduction
138
General
138
Fundamental Concepts
138
Report Periods
138
Skillset Selection
138
Private Switched Telephone Network Call (PSTN) and Multimedia Calls
139
Direct Calls
139
Indirect Calls
139
Calls and Call Transactions
139
Call Transactions and the Direct and Indirect Calls
139
In-Progress Calls
140
Report Concepts
141
Report Headers
141
Report Viewer Toolbar
141
Printing a Report
142
Exporting a Report
143
File Format
143
Exported File Name and Location
144
Page Range
144
Exporting the Report
144
Report Magnification
145
Report Navigation
145
Searching for Text within a Report
145
Using the Reports
146
Get latest Call Center Data Button
147
Answered Calls Report
147
Abandoned Call Report
149
Abandoned Calling Line ID Report
152
Agent Capacity Report
155
Help Request Report
157
Call Average Report
160
Agent Average Report
163
Agent Profile Report
166
Agent Activity Report
170
Agent Audit Report
174
Activity Code Report by Skillset
179
Activity Code Report by Agent
184
Activity Code Report by # of Pegs
189
Summary Report
194
Summary Report Table
197
Summary Report Graphs
198
Call Profile Report
199
Call Profile Report Table
201
Call Profile Report Graph
203
Incoming Call Report
204
Incoming Call Report Table
207
Incoming Call Report Graph
208
Unanswered Help Request Report
210
Agent Average Report by Agent
213
Agent Activity Report by Skillset
216
System Configuration Report
220
Reports Explained
222
Answered Calls Report
222
Abandoned Call Report
225
Abandoned Calling Line ID Report
227
Help Request Report
230
Call Average Report
232
Agent Average Report
234
Usage Example for Average Incoming Call Transaction Duration
235
Usage Example for Average Break Time Duration
235
Agent Profile Report
236
Agent Activity Report
238
Agent Audit Report
240
Activity Code Report by Skillset
242
Activity Code Report by Agent
244
Activity Code Report by Number of Pegs
245
Summary Report
246
Call Profile Report
248
Incoming Call Report
250
Unanswered Help Request Report
252
Agent Average Report by Agent
253
Agent Activity Report by Skillset
255
System Configuration Report
257
Upgrading to Reporting for Call Center
258
Introduction
258
What Do I have to Install?
258
Can the old Master PC be used as the Web Host PC?
258
Why is there No ‘Multiple Client’ software to install?
258
Can the new software co-reside with the old software?
258
Backing up the MySQL Database
260
The mysqldump Utility
260
Backing Up the Database
260
Restoring from a Backup
260
Troubleshooting Reporting for Call Center
261
Slow Updates on Real Time Screen
261
Web Host PC Requires a Host File entry
261
Anti-Virus Software Slowing Down the File System
261
Cannot Access the Login Page
262
Turning off script blocking in Norton Anti-Virus 2001
262
Turning off script blocking in Norton Anti-Virus 2002 or 2003
263
Changing Agent Names
264
Virtual Folders Not Created in Internet Information Services
265
Accessing Networked Printers From the Web Host PC
266
ipView SoftBoard and Wallboard Summaries
266
Crystal Reports ActiveX Report Viewer
266
Real Time Screens on Client PCs
266
Skillset Names not appearing in Reporting for Call Center (Call Pilot Platform only)
267
Glossary
268
References
272
Index
273
Figure 1 Internet Properties Window
9
Figure 2 Delete Files Dialog
10
Figure 3: Nortel Networks Call Center Reporting Server Config window
12
Figure 4: InstallShield Initialization Dialog
16
Figure 5: Language Selection Dialog
16
Figure 6: InstallShield Windows Installer Configuration Dialog
17
Figure 7: InstallShield Wizard Start Dialog
18
Figure 8: License Agreement Dialog Box
19
Figure 9: Choose Destination Location Dialog Box
20
Figure 10: Setup Status Dialog Box
21
Figure 11: Database Installation Dialog
21
Figure 12: Java Installation Dialog
22
Figure 13: Installation Complete Dialog Box
22
Figure 14: Windows Security Center Window
23
Figure 15: Windows Firewall Window
24
Figure 16: Advanced Settings Window
25
Figure 17: Add A Port Dialog
26
Figure 18: IIS Main Window with Web Service Extensions Highlighted
27
Figure 19: IIS Manager with the RCC Folder highlighted
27
Figure 20: RCC Properties Page
28
Figure 21: Application Configuration Window
28
Figure 22: Options Page with the Enable parent paths option selected
29
Figure 23: IIS Manager with the Local Computer entry highlighted
29
Figure 24: Local Computer properties page showing the Mime Types button
30
Figure 25: Mime Types Window
30
Figure 26: New Mime Type settings
31
Figure 27: Configuring Application Pool
31
Figure 28: Application Pool Identity
32
Figure 29: RCC Website Properties
32
Figure 30: RCC Properties - Application Pool
33
Figure 31 Log In page
35
Figure 32 Change Password Page
36
Figure 33 Administration Menu Page
37
Figure 34 Call Center Connection Page
38
Figure 35 Connection Security Setting Changed Reboot Message
39
Figure 36 Starting Data Download notification Message
40
Figure 37 Download Status Window
40
Figure 38 System Administration Menu Page
42
Figure 39 System Administrator details page
43
Figure 40 User Admin Page
44
Figure 41 Add User Page
45
Figure 42 Details for new User Mary Smith
47
Figure 43 Edit User Page
48
Figure 44 Skillset Assignment Page
49
Figure 45 Assigned Skillsets Page
50
Figure 46 Skillsets Assigned to User Mary Smith
51
Figure 47 Maintenance Menu Page
52
Figure 48 System Status Page
53
Figure 49 Logging Menu Page
54
Figure 50 Logging Menu Page, with the Logging Stopped
55
Figure 51 Company Details Page
56
Figure 52 Main Menu Page
57
Figure 53 Log In Page
58
Figure 54 Change Password Page
59
Figure 55 User Main Menu Page
60
Figure 56 Time Bins Setup (Configuration) Menu Page
62
Figure 57 Time Bin Setup Skillset Selection page
63
Figure 58 Time Bins Page
64
Figure 59 Print Schedules Page
67
Figure 60 Your Daily Schedules Page
68
Figure 61 Add Daily Schedule Page
69
Figure 62 Add Daily Schedule Page - Example Settings
71
Figure 63 Daily Schedule Skillsets Page
72
Figure 64 Save Favorites Page
74
Figure 65 Your Daily Schedules with a Schedule in the List
76
Figure 66 Edit Daily Schedules Page
77
Figure 67 Your Weekly Schedules Page
78
Figure 68 Add Weekly Schedule Page
79
Figure 69 Calendar for September 2003
80
Figure 70 Add Weekly Schedule Page - Example Schedule
81
Figure 71 Weekly Schedules - Skillsets
82
Figure 72 Your Weekly Schedule Page with a Schedule in the List
84
Figure 73 Edit Weekly Schedule Page
85
Figure 74 Your Monthly Schedules Page
86
Figure 75 Add Monthly Schedule Page
87
Figure 76 Add Monthly Schedule Page with Example Schedule
88
Figure 77 Monthly Schedule - Skillsets Page
90
Figure 78 Your Monthly Schedules Page with a Schedule in the List
91
Figure 79 Edit Monthly Schedule Page
93
Figure 80 Real Time Menu Page
95
Figure 81 Real Time Summary Skillset Selection Page
96
Figure 82 Real Time Summary Real Time Screens
97
Figure 83 Real Time Detail Skillset Selection Page
101
Figure 84 Real Time Call Detail Page
102
Figure 85 Agent Detail Real Time Page
104
Figure 86 Agent Alarm Menu Page
107
Figure 87 Agent Alarms Setup Page
108
Figure 88 Agent Alarms Values Page
109
Figure 89 Wallboard Menu Page
113
Figure 90 Wallboard Assignment Page
114
Figure 91 Add Wallboard Page
115
Figure 92 Wallboard Setup Page with Wallboard Listed
117
Figure 93 Edit wallboard Page
118
Figure 94 Edit Parameters Page
119
Figure 95 Assigned Messages Page
120
Figure 96 Add Message Page
121
Figure 97 Add Message Page - Example Text
122
Figure 98 Assigned Messages List - Example Messages
123
Figure 99 Assigned Alarms Page
124
Figure 100 Add Alarm Page
125
Figure 101 Example Settings for a Multi Alarm Period Alarm
128
Figure 102: Assigned Alarms Page with an Alarm configured.
130
Figure 103 Assigned Schedules Page
131
Figure 104 Add Schedule Page
132
Figure 105 Assigned Schedules Page with Schedule Added
133
Figure 106 Edit Schedule Page
134
Figure 107 Instant Messages Page
135
Figure 108 Composing an Instant Message
136
Figure 109: Example Report Header
141
Figure 110: Report Viewer Toolbar
142
Figure 111: Report Printer Selection Window
142
Figure 112: Export Report Window
143
Figure 113: Report Viewer Export
144
Figure 114 Report Menu Page
146
Figure 115 Answered Calls Report Skillsets Page
148
Figure 116 Answered Calls Report
149
Figure 117 Abandoned Calls Report Skillset Page
150
Figure 118 Abandoned Call Report
152
Figure 119 Abandoned Calling Line ID Skillset page
153
Figure 120 Abandoned Calling Line ID Report
154
Figure 121 Agent Capacity Report Skillsets page
155
Figure 122 Agent Capacity Report
157
Figure 123 Help Request Report page
158
Figure 124 Help Request Report
159
Figure 125 Call Average Report Skillset page
161
Figure 126 Call Average Report
162
Figure 127 Agent Average Report Skillset Selection Page
164
Figure 128 Agent Average Report
166
Figure 129 Agent Profile Report Skillset page
167
Figure 130 Agent Profile Report
169
Figure 131 Agent Activity Report Skillsets page
171
Figure 132 Agent Activity Report
173
Figure 133 Agent Audit Report Skillset Selection page
175
Figure 134 Agent Selection Page
176
Figure 135 Agent Selection page with No Agents Available
177
Figure 136 Agent Audit Report
178
Figure 137 Activity Code Report By Skillset Skillset page
179
Figure 138 Select Activity Code page
181
Figure 139 Select Activity Codes page – No Activity Codes
182
Figure 140 Activity Code Report by Skillset
183
Figure 141 Activity Code Report By Agent Skillset page
184
Figure 142 Select Activity Code page
186
Figure 143 Select Activity Codes page – No Activity Codes
187
Figure 144 Agent Activity Code Report by Agent
188
Figure 145 Activity Code Report By # of Pegs Skillset page
189
Figure 146 Select Activity Code page
191
Figure 147 Select Activity Codes page – No Activity Codes
192
Figure 148 Agent Activity Code Report by Number of Pegs
193
Figure 149 Summary Report Skillset page
194
Figure 150 Summary Report
196
Figure 151 Summary Report Graphs
198
Figure 152 Call Profile Report Skillset Selection page
200
Figure 153 Call Profile Report
202
Figure 154 Call Profile Report Graph
204
Figure 155 Incoming Call Report Skillset Selection page
205
Figure 156 Incoming Call Report
206
Figure 157 Incoming Call Report Graph
209
Figure 158 Unanswered Help Request Report Selection page
211
Figure 159 Unanswered Help Request Report
212
Figure 160 Agent Average Report by Agent Skillset Selection Page
213
Figure 161 Agent Average Report by Agent
215
Figure 162 Agent Activity Report by Skillset, Skillset Selection Page
217
Figure 163 Agent Activity Report by Skillset
218
Figure 164 System Configuration Submit Page
220
Figure 165 System Configuration Report
221
Figure 166: Answered Calls Report
222
Figure 167: Answered Calls Graph
223
Figure 168: Abandoned Call Report
225
Figure 169: Abandoned Calls Graph
226
Figure 170: Abandoned Calling Line ID Report
227
Figure 171: Agent Capacity Report
229
Figure 172: Help Request Report
230
Figure 173: Call Average Report
232
Figure 174: Agent Average Report
234
Figure 175: Agent Profile Report
236
Figure 176: Agent Activity Report
238
Figure 177: Agent Audit Report
240
Figure 178: Activity Code Report By Skillset
242
Figure 179: Activity Code Report by Agent
244
Figure 180: Activity Code Report by Number of Pegs
245
Figure 181: Summary Report
246
Figure 182: Summary Report Graphs Page
247
Figure 183: Call Profile Report
248
Figure 184: Call Profile Report Graph Page
249
Figure 185: Incoming Call Report
250
Figure 186: Incoming Call Report Graph Page
251
Figure 187: Unanswered Help Request Report
252
Figure 188: Agent Average Report by Agent
253
Figure 189: Agent Activity Report by Skillset
255
Figure 190: System Configuration Report
257
Figure 191 Example Host File
261
Figure 192 Norton Anti-Virus Options Screen
263
Figure 193 Norton Anti-Virus Options Dialog
264
Figure 194 Page Cannot Be Displayed Error Message
265
Table 1: Available Report Export Formats
143

文件大小：

11.3 MB
页数：

289
Language:

English

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