Professional Documents
Culture Documents
User Guide
Table of Contents
CONTENTS
Overview
PAGE
1
Getting Started
CallViewer
13
Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CallViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Buttonbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Extension Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Window Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Statusline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dial List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Tooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Toolbar Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
CallViewer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Always On Top . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Auto Size Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CONTENTS
PAGE
Using CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
23
23
25
26
26
Creating a Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Displaying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
RealViewer
37
Starting RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealViewer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Moving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
37
37
39
39
40
41
41
42
42
42
43
44
45
46
46
47
47
47
48
48
51
51
52
61
62
62
Using StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Program StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Control Calls with the StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
63
63
66
69
70
CONTENTS
PAGE
Reporter
75
Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Configuring Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Reporter Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Report List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Report Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Creating a New Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Date/Time Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Editing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Duplicating a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Copying a Reports Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Working with an Open Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Displaying the Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Displaying Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Displaying Information on Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Accessing the Filter Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Creating a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Applying Other Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing the Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a New Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Copying a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigning Tariffs to Trunk Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting the Default Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
105
105
106
111
111
111
111
112
113
113
117
118
118
121
CONTENTS
PAGE
Customizing Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Account Codes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Levels Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Durations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Costing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Erlang B/C Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Licensing Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reporter Real-Time
124
124
125
126
127
128
128
129
130
131
133
134
141
141
141
142
142
143
143
144
144
145
145
146
147
148
148
148
149
149
149
150
150
151
152
154
155
155
156
156
158
176
176
176
177
CONTENTS
PAGE
Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Steal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Send Call To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Log Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Free State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Wrapup (Call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Free (E-mail) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Wrapup (E-mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
180
180
181
181
181
182
183
183
183
183
183
184
184
Intelligent Router
187
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placeholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Platform Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recommended Hardware Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
187
187
188
188
188
188
188
189
189
190
190
191
192
194
194
195
195
196
196
Viewing Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Two Tile View Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Four Tile View Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Copying to the Clipboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
198
198
198
199
200
200
E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
CONTENTS
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203
203
204
213
213
213
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Event List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Multi-Stat Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule and Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
215
215
219
221
223
224
224
225
OVERVIEW
Overview
ABOUT CALL CENTER SUITE
The Call Center Suite is a third-party CTI (Computer Telephony Integration) solution
provider. It links the Inter-Tel System and the computer, providing a seamless and
automated technological partnership.
The Call Center is ideal for businesses, such as an order entry center, help desk (customer support), telemarketing firm, etc., that experience high call volumes and use a
computerized database and/or an automatic call distribution system. With the Call
Center, you can boost efficiency, expand your business, and increase profits with the
following capabilities:
Calls instantly activate your database.
Relevant information from your database is automatically displayed on your
computer screen when you make or receive a call.
The speed and accuracy of outbound calling is increased because your PC does
the dialing.
Powerful reports are easy to build.
Customer information is transferred with the call, if internally transferred.
Calls are handled more quickly and efficiently.
Abandoned calls can be recovered and returned.
Calls can be routed based on current statistics.
E-mails and other media forms can be routed based on a variety of conditions.
Software Modules
OVERVIEW
StationViewer Lists: Allows you to configure RealViewer and/or Reporter RealTime with lists that display Direct Station Selection (StationViewer) buttons.
Each button then depicts the current state of the assigned extension.
NOTE: A StationViewer license is required to use the StationViewer feature.
Direct TCP/IP Support: Allows you to connect the Call Center Server to the
phone system via TCP/IP instead of RS232. To connect to the phone system, you
must use a Call Processing (CP) Server, CT Gateway, or Switch Transceiver. If
connecting to a multi-node environment, you must connect to a CT Gateway that
is running at least version 2.0.
NOTE: Although you can still use RS232 to connect to the phone system, it is
recommended that you connect via TCP/IP.
Call Segmentation
Detailed Trunk Call Transfer History: When a call is transferred several times
throughout its duration, the Call Segmentation feature tracks all of the extensions/
agents that have received or transferred the call. With the latest version of
Reporter, you can obtain an entire history of a trunk line call throughout the telephone system and see all the different devices that handled the corresponding
call.
Accurate Call Duration Measurement Against Devices: Call statistics, such as
Talk Time, Avg Talk Time, and Calls In, can be accurately calculated for each
extension or agent even when a trunk call is transferred several times between
different extensions.
Detailed Hunt Group Call Measurement: Call Segmentation gives you more
detailed reporting against hunt group devices. For example, a trunk line call can
be answered by an agent within one hunt group and then transferred by that agent
to a different hunt group. The caller could then abandon the call while waiting in
the second hunt group queue. This trunk call is not only considered answered
in the first hunt group and abandoned in the second, but it will have separate
waiting times associated with the different hunt groups. Call Segmentation tracks
these hunt group statistics separately to enable this type of measurement.
Highly Configurable: The Call Segmentation feature is highly configurable,
enabling you to choose how Call Center will calculate trunk line call statistics for
different devices on the telephone system.
NOTE: The Call Segmentation feature must be enabled for Intelligent Router to work
properly.
For detailed information on Call Segmentation, see the Call Center Users Manual.
Call Modeling
Call Segmentation is provided by modeling calls based on trunk lines or devices.
Each of these options not only have an affect on what information the different modules display, but they affect the performance of the Server and other applications.
When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server
uses less hard drive space. Call reports, however, will be less detailed and include
only one segment per call. When modeling by device (i.e., Call Segmentation is
enabled), the Server uses more hard drive space, but call reports are more detailed as
each call is segmented based on the device where the call rings.
OVERVIEW
Call Segmentation is a configurable feature within Server that improves the accuracy
and details of real-time and historic call reporting. Some of the improvements that
Call Segmentation provides include:
Call Filtering
OVERVIEW
Call Filtering is a feature provided in Reporter and Reporter Pro, RealViewer, and
Intelligent Router. This allows you to filter call information based on different parameters, such as how long the call was active, what ACD hunt group the call rang, what
DID number the call used to access the switch, etc. You can also filter calls by device
or trunk line, which affects how calls are counted for different statistics.
You would filter calls by trunk line when you want trunk-based reporting and calls are
handled by a single device. Although this option results in faster call record processing, statistics will be invalid for any calls handled by multiple devices (e.g., calls that
are transferred, diverted, etc.).
Filtering calls by device, on the other hand, results in a slower processing of call
records. Reports, however, are device-based and include accurate statistics for calls
handled by multiple devices. This option is ideal for cradle-to-grave reporting (i.e.,
tracking a call from the moment it rings in to the switch to the moment it is disconnected).
Model By Device
Model By Trunk
How a call is modeled may affect filtering capabilities. The following table will help
you determine which combination will result in the information you need.
Filter By Trunk
Filter By Device
* By default, the All Calls filter in Reporter Real-Time and RealViewer filters calls by trunk.
As described in the table, it is best to filter calls in the same way that calls are modeled. This not only ensures the statistics are calculated correctly, but it also prevents
any confusion when running reports or viewing RealViewer tiles.
Support Services
NOTE: Technical support personnel may need to view the installation, setup, etc. of
the Server. This is achieved faster and easier through a program like pcAnywhere,
which allows remote control of the computer. A pcAnywhere CD-ROM is included with
Call Center Suite, and it is recommended that you install it on the computer running
Server.
Customers performing their own Custom Macro development may obtain Technical
Support by purchasing blocks of support time through Inter-Tel Custom Solutions
(ICS).
Contact ICS Sales for additional information or to place a support block order:
Email: icssales@inter-tel.com
Phone: 800-644-7605, ext. 60588
Using Help
Help is a complete on-line reference tool you can use at any time. Help is especially
useful if you require information quickly or if the manual is not available. When the
application is active on your desktop, you can press F1 to access the help for that particular window. Or, you can click the Help button in various windows or the Help button ( ) on the toolbar.
The rest of this manual includes information on installing, programming, and using all
of the Call Center modules.
OVERVIEW
If you have questions about any of the Call Center Suite products, refer to this manual
or the on-line help. If you need additional support, please contact the designated onsite System Manager. If this does not resolve the problem, contact Technical Support.
OVERVIEW
Getting Started
LAUNCHING THE CD-ROM
To install the software on the PC:
1. Ensure that Windows is running. (For best results, close all other Windows applications.)
2. Insert the Call Center Installation CD-ROM into the drive.
The CD-ROM Launcher should begin. If it does not:
a. From the Windows Start menu, select Run. The following dialog box displays.
GETTING
STARTED
Getting Started
Install Disksets
This option allows you to copy all of the installation programs on the CD to a folder on your
local hard disk or network share. The installation programs will be installed to this folder in
separate sub-folders, where each folder indicates
the appropriate install. For each product, there is
an additional subfolder named after the version
of this installation. This allows you to install
several sets of disks over time. An example
folder structure would be similar to the one on
the right.
C:\DISKSETS
CALLVIEWER
2000010
2500004
SERVER
2000006
2510004
In this example, the folder C:\Disksets\CallViewer\2000010 contains version 2 of CallViewer, while the folder 2500004 contains version 2.5 of CallViewer.
To install disksets:
GETTING
STARTED
10
Getting Started
ACCESSING DOCUMENTATION
The CD-ROM contains the Call Center Users Manual, which is stored in Adobe
Acrobat format. You need the Acrobat Reader installed on your computer to be able
to successfully read this document. (The Acrobat Reader can be installed from the
CD-ROM).
GETTING
STARTED
Install Acrobat Reader: Installs Acrobat Reader if you do not already have
this application on your PC.
View Manual: Displays the Call Center Users Manual in Adobe Acrobat.
11
GETTING
STARTED
12
Getting Started
CallViewer
CallViewer is a software product that provides telephony call control and desktop
automation (screen-popping) on a Windows-based computer. This application allows
you to view screen pop information from your company database, based on the current call, and control calls from your PC.
STARTING CALLVIEWER
To start CallViewer:
1. Select Programs from the Windows Start menu.
3. Select CallViewer and then the CallViewer menu item. After a short wait, CallViewer will start.
NOTE: If the Network Settings have not been configured yet or have not been configured correctly when CallViewer starts, the application will invoke a self-configuration
mode to attempt to automatically find the Server on your LAN. See the Users Manual
for more information.
CALLVIEWER WINDOW
When you start CallViewer, the main window displays, as shown below.
NOTE: Your CallViewer window may have less functionality if you have not purchased
a version of Server that is licensed for call control.
13
CALLVIEWER
Titlebar
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if CallViewer is Off-Line. Off-Line indicates that CallViewer has not yet connected to the Server, and it is not ready to display calls from/to
your extension device. CallViewer may be Off-Line if your network supervisor has
closed down the network or if the Server has been shutdown or is not physically connected to the network.
Toolbar
CALLVIEWER
The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure CallViewer or perform special tasks.
The tasks associated with each toolbar button are specified in the table below.
BUTTON
DESCRIPTION
You can change the method that CallViewer uses to grab telephone
numbers from another Windows application by changing the Go Dial
Method setting in the Dialing Settings window (see the Users Manual).
NOTE: The
button may not be visible if you have not purchased a version of CallViewer that is licensed for call control functionality.
14
CallViewer
Buttonbar
The buttonbar contains the configurable button macros. Your supervisor or manager
should have already configured these to automate various tasks. However, you can
program which buttons are displayed (refer to the Displaying A Button Macro section
on page 34).
Call List
This area displays information about inbound and outbound calls (see page 25 for
details). The presentation of this information can be altered by choosing the
Advanced command from the Settings menu. The call list automatically grows
when more than one call is active.
To the right of the Call List, there is a picture that indicates the status of your extension, as described in the table below.
BUTTON
INDICATION
Future release
15
CALLVIEWER
Extension Status
DESCRIPTION
CALLVIEWER
Exits CallViewer.
Statusline
The statusline is located at the bottom of the window. It indicates the status of your
telephone extension when there is call activity and tells you what CallViewer is doing
when operations are being performed. In addition, when the mouse pointer is moved
over the toolbar buttons, macro buttons, and other CallViewer controls, the statusline
displays their function.
16
CallViewer
These buttons allow you to control calls at your extension (e.g., answer calls, dial a
specific telephone number, place calls on hold, etc.), as described in the table below.
BUTTON
DESCRIPTION
Drops the specified call that is shown in the call list (see page 28).
17
CALLVIEWER
Answers the specified call that is alerting your extension (see page 28).
Dial List
NOTE: The Dial combo box may not be visible if you have not purchased a version of
Server that is licensed for call control.
This combo box shows the last 20 inbound or outbound calls made or received by
your extension. You can select an item in the list and click the (Re)dial button to call
the specified party.
CALLVIEWER
The picture in the first column of the list depicts the direction of the individual, as
shown below.
BUTTON
DESCRIPTION
An inbound call.
An outbound call.
Tooltips
Tooltips display on-screen descriptions of various controls on the CallViewer window
when the mouse pointer pauses over them. For example, if the mouse pointer pauses
over a toolbar or macro button, a one-line hint is shown to indicate the buttons operation (the assigned Hotkey is also shown at the end of tooltips text if appropriate). See
page 32 for information about Hotkeys.
18
CallViewer
Shortcut Menu
The shortcut menu provides a shortcut to commonly used commands or menus
accessed via the toolbar.
To activate the shortcut menu, right-click on the CallViewer or Quick Connect window. A list of menu items will display, as shown below.
CALLVIEWER
Toolbar Menus
Menu commands are accessed by selecting the toolbar buttons that activate CallViewers menus (see page 14). Or, you can access menu commands from the shortcut
menu. The three available menus are as follows:
Action Menu (
etc.
For details about these menu options, see the Call Center Users Manual.
19
CALLVIEWER SETTINGS
CallViewer is a configurable application, allowing you to customize the way you
interact with the software and the way CallViewer interacts with other applications.
You can also configure various other features such at the Hotkeys and the Quick Connect window.
The following section describe how to configure a few of the settings in CallViewer.
For complete information about other settings, see the Users Manual.
Always On Top
CALLVIEWER
This setting makes the CallViewer window always appear over the top of other open
applications, even when CallViewer is not the active application window.
To enable this setting, select Always On Top from the Settings (
or enable this option in the Window Settings screen.
) or shortcut menu,
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press F1 key).
) or shortcut
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press F1 key).
NOTICE
Refer to the CallViewer chapter in the Call Center Users Manual or the online Help File (press F1 key) for detailed information on other settings such as
Window, Advanced, and Network Settings.
20
CallViewer
The CallViewer window will pop up from its icon state (if minimized already) when
there is call activity at your extension. If you are not using the Quick Connect window as your main interface to CallViewer, you should enable this setting so that accidental minimization of the CallViewer window will not inhibit you from viewing call
details.
To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut
menu, or enable this option in the Window Settings menu.
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press the F1 key).
Because not all area codes require the long distance dialing code (e.g., 1), you should
configure CallViewer to automatically identify which outgoing calls are toll calls.
With dial rules, you can ensure the application inserts the long distance dialing code
for calls made to specific area codes and/or prefixes.
NOTE: This option is only available in CallViewer V2.510015 and later.
To program the long distance dialing rules:
1. Select Dialing Settings from the
Settings menu ( ). The Dialing
Settings screen is displayed.
2. Ensure Specify dial rules for this
CallViewer installation is selected
in the Dial Rules section.
NOTE: Calculate dial rules via
Server should not be selected. It is
valid only for the UK.
3. Enter the digit required to access an
outgoing trunk line (e.g., 8) in the
Outbound dial prefix text box.
4. Select Set Local Dial Rules.
21
CALLVIEWER
Dialing Settings
CALLVIEWER
International dial code: Enter your international dial code (e.g., 011 for the
US).
Replace the + character with the international dialing code: Select this
option to automatically replace a plus (+) sign with the international code.
[Internal]
[Local]
[Local Toll]
[Long Distance]
[International]
Description
The telephone number specified is less than the default number of digits that
CallViewer considers as being a valid outgoing number. CallViewer, therefore, treats the number as being an internal number (i.e., a device within the
telephone system).
The telephone number is to an external number within the local area.
The telephone number is an external number within the local area code but
that contains a prefix that requires the long distance code.
The number represents an external location outside the local area, and the
number of digits specified is equal to or greater than the default number of
digits that CallViewer considers as being a long distance number. The number is also not in an adjacent area where calls are considered local.
The telephone number is to an external number within another country.
7. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Dialing Settings screen.
To save any changes, click OK. To cancel unwanted changes, click Cancel.
22
CallViewer
USING CALLVIEWER
This section explains how to use CallViewer on a daily basis.
Quick Connect
The Quick Connect is a small, single-button window that you can move anywhere on
your desktop.
Titlebar
Grab Telephone
Number Button
ALSO: If you do not see the Quick Connect Window, right-click on the CallViewer window and select Show Quick Connect Window.
You can configure what buttons and columns will be displayed on the pop
up call list by using the Quick Connect Settings window (see the following
page).
23
CALLVIEWER
To move the Quick Connect window, click on the Quick Connect windows small titlebar and drag it to a new position on your screen. The Quick Connect is always shown
over all other normal application Windows.
The button displayed in the Quick Connect window may change, depending on
whether or not CallViewer is connected to Server and if it makes sense to dial a telephone number or digits over an existing call, as described in the table below.
BUTTON
DESCRIPTION
CALLVIEWER
24
CallViewer
NOTE: You can change the method that CallViewer uses to grab telephone
numbers from another Windows application by changing the Go Dial Method setting in the Dialing Settings window.
ALSO: You do not have to use the Quick Connect as your interface to CallViewer. You can use the main CallViewer window instead to make and receive
calls. When CallViewer is installed, you are asked what interface you would prefer
to use. If Quick Connect is chosen, the CallViewer window is still displayed but is
permanently minimized. You can change the way CallViewer is used later by modifying the settings in the Window Settings and/or the Quick Connect Settings window.
The portion of the CallViewer window where the dialed or received numbers appear
is the Call List area. If you are using the Quick Connect window, the Call List will
pop up when a call is active (i.e., ringing or connected). If the Server recognizes an
incoming or outgoing call number, this area will display details pertaining to that
caller. It also states the status of a call, using the icons listed in the following table.
BUTTON
DESCRIPTION
Various Call Control buttons are also displayed to the right of each call in the Call
List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see
page 17 for details).
NOTE: The call control buttons might not be visible or may be disabled (grayed-out) if
you have not purchased a version of Server that is licensed for call control.
25
CALLVIEWER
Call List
CALLVIEWER
To obtain a summary of information on the current call you are handling, select Call
Details from the Action ( ) or shortcut menu. Or, you can double-click on a call in
the Call List. The Call Details screen displays, as shown below.
26
CallViewer
Basic Operation
Before you use CallViewer for call control, ensure the titlebar does not display OffLine or that the picture in the Quick Connect Window does not display a red X ( ).
You must also make sure your telephone extension is working correctly.
You can make a call using CallViewer in a number of ways, which is described below.
Method A
1. From the Action menu ( ) or the
shortcut menu, click Dial. The Dial
window displays, as shown on the
right.
2. Enter the extension, group, or external
telephone number in the text box, or use the drop-down menu to select a number.
3. Click OK to dial the number or Cancel to close the dialog box without dialing.
Method B
1. Use the Dial List drop-down box to select an existing item, or enter a new number in the Dial combo box in the main CallViewer window.
2. Press ENTER or click (Re)Dial.
Method C
Use the Quick Connect method, as described on page 23.
NOTE: When you make a call by dialing an external telephone number, you do not
need to specify the outbound dial prefix. This is stored in the Server and is sent to CallViewer when it connects on startup. The outbound dial prefix and the long distance dial
prefix codes are automatically added to the beginning of the dial string using the rules
contained within the Dial Settings section of CallViewers Dialing Settings window (see
the Users Manual).
27
CALLVIEWER
Making a Call
Dropping a Call
To drop all calls at your extension, select Release from the Action ( ) or shortcut
menu. Or, click Release on the main CallViewer window. The Release action clears
all non-held calls at your extension. It also makes the extension idle if it is off-hook.
Or, click the
button by the call you want to drop.
Answering a Call
To answer a call alerting your extension, you have the following options:
Select Answer from the Action (
Click the
) or shortcut menu
CALLVIEWER
Click the Answer button (to the right of the buttonbar) in the main CallViewer
window. If you choose to answer a call in this way, CallViewer will logically
choose the call to answer (i.e., CallViewer will search the Call List and choose
the first call it finds that is not in the answered state).
28
CallViewer
29
CALLVIEWER
1. Select Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click
the
button by a call in
the call list. The Direct
Transfer dialog box displays.
2. Enter the extension or number of the destination where you want to directly
transfer the call. Or, use the drop-down box to select an existing number.
3. Click OK to transfer the call to the specified number, or click Cancel to return to
the active call without transferring it.
NOTE: This feature will also redirect an external call that is ringing at your extension if it is not in the answered state.
30
CallViewer
3. Click OK to redirect the call to the specified number, or click Cancel to return to
the active call without redirecting the call.
This feature is incredibly useful if a DID number rings directly to your extension
and is configured to queue (or camp-on) if your extension is already busy. In this
case, camped-on calls show in CallViewers call list as alerting calls; so, you can
use the Transfer/Redirect feature to send such calls directly to your operator
(receptionist) or even straight to your voice mail box.
NOTE: This feature will directly transfer a call at your extension if it is in the
answered state and not held.
The Conference allows you to establish a multi-party conference call. When there are
any answered calls or an external outbound call at your extension, the Conference
button (right of the buttonbar on the CallViewer window) and the Conference option
in the Action or shortcut menu become enabled.
To establish a conference call while on a call:
1. Select Conference from the
Action ( ) or shortcut
menu, or click the Conference button in the buttonbar. The current call is
placed on hold, and the Add
Party dialog box displays.
2. Enter the extension number you want to add to the conference, or use the dropdown box to select a number from the list.
3. Click OK to dial the number, or click Cancel to close this box and return to the
active call.
4. Click the Conference button again. This connects the currently active calls.
Repeat these steps as necessary to add additional parties (up to four).
NOTE: The maximum number of parties that may be joined in a conference is four.
Because this maximum includes you, the maximum number of calls you may conference together with yourself is one less than the number actually specified.
31
CALLVIEWER
Conferencing Calls
CREATING A HOTKEY
Hotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,
perform a specified action or run a CallViewer button macro. The key sequence will
work globally across the Windows environment, even when the CallViewer window
is not the active application.
CALLVIEWER
Hotkey
32
CallViewer
2. Use the drop-down box in the View Hotkey Assignments For field to select the
type of action associated with the Hotkey you want to assign. Your choices are
Operations (i.e., commands), Button Macros (see page 34), or All. The information in the list box will reflect your selection.
3. Double-click on an item in the list box, or select an item and click on Assign.
The Assign Hotkey dialog displays, as shown below.
CALLVIEWER
NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press New
Key Sequence text box, by default. If a Hotkey, however, is disabled, you must
select the Assign Hotkey To option to continue assigning a Hotkey sequence.
This enables the other fields in the dialog box.
4. Press the key sequence that you want to assign to the button macro or operation,
or manually enter the information using the drop-down list and check boxes.
5. Click OK to assign the Hotkey or Cancel to exit this screen without saving
changes.
NOTE: There are some key combinations that cannot be assigned as a Hotkey,
because Windows uses the combination for a special purpose or operation.
Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc.
ALSO: For further information on how to create or change a Hotkey assignment,
refer to the Hotkey Settings section in the CallViewer chapter of the Users Manual.
33
CALLVIEWER
Managers and supervisors typically have someone (e.g., an Installation Engineer) create macros using the Macro Manager. As a user, you can determine which of these
buttons, up to 12, are displayed on the CallViewer buttonbar, as shown below.
2. Select Button Macro from the View drop-down box at the top of the Macro Manager window. The available button macros will display in the list box.
34
CallViewer
3. Double-click on the desired macro, or use the Up/Down keys to select a button
and click Return. The Macro Editing window displays, as shown below.
CALLVIEWER
35
CALLVIEWER
36
CallViewer
RealViewer
The RealViewer is an application that shows real-time call statistics, enabling you to
see current details against all or selected call criteria on the telephone system.
Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call
Today, either across the telephone system, for a group of extensions, or for a particular event. You can also view the number of agents currently in the busy state or the
number of inbound calls currently waiting to be answered. In addition, you can filter
information based on group, DID number, telephone number, etc.
STARTING REALVIEWER
To start RealViewer:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite submenu.
3. Select RealViewer and then the RealViewer menu item. After a short wait, RealViewer will start.
If this is the first time RealViewer has been run after installation, the RealViewer
Configuration Wizard will run. It will also run if your saved settings are deleted. This
wizard will help you locate a Server if one cannot be found, and it will ask you some
simple questions to help you create a default RealViewer.
The Configuration Wizard contains the following pages:
Welcome: Click Next to continue.
Search For Server: If the network configuration on the computer is correct and
Server has already been appropriately configured, RealViewer will automatically
list the CTI Servers available on the same computer network. You may have to
wait several minutes while RealViewer interrogates the computer network. Select
the CTI Server to connect, then click Next.
RealViewer Style: Select the style of RealViewer that you want to create, and
click Next. You have the following options:
Show statistics for an individual: Select this option to create a RealViewer
that will show statistics for one extension or agent.
Show statistics for a group: Select this option to create a RealViewer that
will show statistics for a group of extensions or agents. You should only
select this if you are a manager or supervisor.
Show statistics for everyone: Select this option to create a RealViewer that
will show statistics for the entire phone system. Again, you should only
select this if you are a manager or supervisor.
Call Center User Guide
37
REALVIEWER
Type of Calls: Select the type of call traffic to measure, and click Next. You have
the following options:
We mainly receive inbound calls: Select this option to create a RealViewer
that will predominantly show statistics for inbound calls.
We mainly make calls: Select this option to create a RealViewer that will predominantly show statistics for outbound calls.
We make and receive calls: Select this option to create a RealViewer that will
show statistics for both inbound and outbound calls.
Filtering the Data: Enter the extension or group information, based on the following, and click Next to continue.
If you selected Show statistics for an individual in the RealViewer Style
screen, enter your extension number and the hunt group to which you
belong, if applicable. To measure inbound calls, enter the actual group number that is programmed in the telephone system. For outbound calls, specify
the extensions within the group (e.g., 200,201,210-220).
REALVIEWER
NOTE: You can enter more than one extension/group by using a comma (,)
to separate the numbers (e.g., 201,203,405). You can also use the hyphen () to enter a range of extensions/groups (e.g., 200-220).
If you selected Show statistics for a group, you can leave the Your extension
field blank, but you must enter the appropriate value(s) into the Your group
field.
If you selected Show statistics for everyone, this screen will not display.
Finished: Click Finish to create the default RealViewer.
38
RealViewer
NETWORK SETTINGS
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen displays, as shown below.
REALVIEWER
Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTI
Server network information either manually or automatically using this screen, as
described in the following sections.
Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the RealViewer has found a
CTI Server and the information in this screen is updated, click OK to exit this screen
and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.
39
Manual Configuration
To manually setup the CTI Server network information for TCP/IP:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the TCP/IP port used for communicating with Server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
REALVIEWER
by the Server.
40
RealViewer
REALVIEWER WINDOW
RealViewers main window consists of two main areas: the toolbar and the tile area.
Toolbar
Tile Area
Toolbar
BUTTON
DESCRIPTION
Displays the main menu, where you can access most commands.
Immediately saves your settings to disk.
Adds a new tile to the Tile Area (see page 45).
Displays the Filter Manager for creating and editing filters (see page 51).
Displays the Options dialog (see page 70).
Displays the Network Settings dialog (see page 39).
Repositions the open tiles in a particular style. There are several different viewing
options that are available through the drop-down menu. (see page 47).
Answers the call that is currently alerting the call control extension.
Either places the call on hold or retrieves a held call at the call control extension.
Drops all calls at the call control extension.
Completes an inquiry transfer at the call control extension (see page 1-69).
NOTE: The shaded toolbar buttons (above) are available only if a StationViewer
license is enabled (see page 69 for more information).
41
REALVIEWER
The toolbar contains a number of buttons that let you control RealViewer. Some of
these display pop-up menus, while others perform a command immediately. The buttons and their associated functions are described in the table below.
Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
the order that they were created.
Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:
Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 51). This is the same as clicking the Filter Manager button ( ) in the
toolbar.
Options: Displays the Options dialog, allowing you to configure global options
(see page 70). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 39), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
REALVIEWER
Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area or the StationViewer
list.
42
RealViewer
Cut: Cuts the selected tile and copies it to the clipboard (see page 47). (Not
available in StationViewer List)
Paste: Inserts the tile currently stored in the clipboard (see page 47). (Not available in StationViewer List)
Copy: Copies the selected tile to the clipboard (see page 47). (Not available in
StationViewer List)
Remove: Removes the tile from the Tile Area (see page 46). (Not available in
StationViewer List)
Properties: Displays the tiles current settings (see page 46).
Add Tile: Allows you to add a tile (see page 45). This is the same as clicking the
Add Tile button (
) in the toolbar. (Not available in StationViewer List)
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you
want to remove).
The building block of RealViewer is the tile (called a Deskboard tile), as shown
below.
Caption
Statistic
Each tile consists of a caption, which describes the display, and the associated statistic. Tiles display a single call summary statistic, which can be filtered to only include
a particular group of agents, or other information, such as the date and time. The statistic can also have an associated alarm that will notify you when the statistic falls
within a certain range (see page 48).
43
REALVIEWER
TILES
REALVIEWER
Announcements/Overflows: When a call is ringing for a hunt group, Calls Waiting and/or All Calls Ringing will decrease during Announcement and Overflow
messages unless the application numbers and Voice Mail devices are entered in
the Extensions section of Data Manager in Server. Each of these must also have
the Yes, this device is treated as not yet answered and Yes, this device is treated
as not yet rung flags enabled.
See the Users Manual for more information about the flags associated with the Calls
Waiting tile.
44
RealViewer
NOTE: If you change a statistic for a tile, it is recommended that you also change
the caption to match the statistic. If you do not change the caption, it may become
confusing.
Caption: Allows you to edit the caption displayed above the tile. If you do
not change the caption but change the statistic, you will be asked if the caption should be changed when you click OK.
Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add Filter dialog, which will allow you to create a new filter. If
you create a new filter, it is automatically selected as your preferred filter for
this tile. See page 51 for details on filters.
45
REALVIEWER
REALVIEWER
Editing a Tile
To edit a tile:
1. Double-click on that tiles statistics, or right-click on the tile and select
Properties. The property sheet will display with the tiles current settings.
2. Change the settings as desired.
3. Click OK to apply the changes or Cancel to exit without saving changes.
Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove.
At the prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 74).
46
RealViewer
Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the Wheel
button of the mouse. Repeating the zoom action will unzoom the tile.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.
Arranging Tiles
You can control the way RealViewer arranges tiles on your screen.
To arrange RealViewer tiles in a grid, click the
button in the toolbar. The tiles are
automatically arranged in a grid, as shown below.
47
REALVIEWER
To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and select
Paste. The tile is pasted next to the tile where you right-clicked to perform the paste.
Moving Tiles
Using the drag-and-drop feature, you can move tiles within the tile area without having to cut and paste. To do this, click and drag the tile you want to move. Then position it over the tile that you want it to precede. (The border of the stationary tile
thickens or becomes highlighted.) Release the tile you are moving. It is automatically
placed in the area BEFORE the highlighted tile.
REALVIEWER
NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile is
not highlighted when you release a tile, the tile you are attempting to move returns to its
original position.
ALSO: The drag-and-drop feature is not available for the StationViewer list.
Setting Alarms
Tile alarms immediately notify you when a statistic is within a certain parameter. For
example, you may want to know when the number of overflowed calls reaches 15.
With RealViewer alarm options, you can set the tile to flash, beep, or activate when
this occurs.
To set an alarm on a tile:
1. Access the property sheet for the tile
(i.e., select Properties from the shortcut
menu).
2. Select the Appearance tab.
3. Select the Activate the alarm on this
tile flag (a checkmark appears).
48
RealViewer
8. Specify how you want the alarm to notify you that it is signaling by selecting one
of the following options:
Flash The Tile: If you check this option, the tile, or the appropriate element
within the tile, will flash when the alarm fires. Use the drop-down list to
select how long the tile will flash. Regardless of this setting, the tile will
always stop flashing if the alarm is deactivated.
Play This Sound File: If you check this option, a sound will play when the
alarm fires. Enter the full path and filename of the sound to play, or click the
ellipsis (...) button to choose a file using the standard File Open dialog. Once
you have selected the sound file, you have the following options:
Play the sound once: Select this option to play the sound once when the
alarm first fires.
Play the sound for: Select this option to repeat the sound until the time
expires or the alarm is deactivated. Use the drop-down list to select how
long you want the alarm to sound.
To test the sound, click the > button. If the sound does not play, ensure
your speakers are turned on, the speaker volume is turned up, the volume
within Windows is turned up, and you have installed and successfully
configured a soundcard. The sound will always stop playing if the alarm
is deactivated.
49
REALVIEWER
For example, to set an alarm when a value is between 50 and 100, you would
select between, 50, and 100 in the three drop-down lists.
Write This Message To The Alarm Log File: Select this option to write a
message to an alarm log file when the alarm fires. Enter the message to display in the field next to the check box. The message can contain special characters which are prefixed with a percent (%) symbol, as described in the
following table.
Char
Meaning
For example, the message Gentian in %F has been in wrapup for more than 5 minutes might appear something like
Agent 4000 in Sales Group has been in wrap-up
for more than 5 minutes. The alarm log file is created in the same
directory where the software is installed.
REALVIEWER
Activate The Tile: Select this option to restore the main window and bring it
to the front of all windows. The tile that is signaling the alarm will then
receive the focus.
NOTE: You can select more than one notification option when setting the alarm
(e.g., you can have the tile flash and play a sound file at the same time).
9. Click OK to save your changes, or click Cancel to exit without saving changes.
You are returned to the Tile Properties page.
To deactivate the alarm, deselect the Activate the alarm on this tile option in the
Appearance property sheet for the tile (see step 3).
To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is disabled. If you hear an alarm sound when you uncheck the flag, click OK. The alarm
will stop beeping.
50
RealViewer
Filter Manager
The Filter Manager lists the currently available filters and provides access to programming options.
REALVIEWER
To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or
press CTRL + F. Or, select Filter Manager
from the Main Menu ( ).
You can also add, remove, edit, and copy filters using the buttons described below:
Add: Displays the Add Filter dialog so
you can create a new filter.
Edit: Displays the Edit Filter dialog so
you can edit the selected filter. (You can
also access the Edit Filter dialog box by
double-clicking on the filter you want to
edit).
Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed.
Remove All: Deletes all filters listed except the All Calls filter. You are prompted
for a confirmation before the filters are removed.
NOTE: If you remove all of the filters, tiles are reverted to the All Calls filter.
Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
Each of these options is described in detail in the following pages.
Call Center User Guide
51
REALVIEWER
2. Select the tab corresponding to the information you want to use as the filtering parameters. Your options are as follows:
General
Duration
Call Status
Information
Call Route
Transferred Calls
3. Program the information for the selected tabs, as described in the following sections.
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the RealViewer screen.
52
RealViewer
General
This page allows you to create a filter for
calls on certain extensions or agent devices
and includes the following fields:
Filter Description: Enter a unique
description of the filter. This will be displayed in the Filter Manager and on any
tiles caption that uses the filter. The
description should provide enough information so you can easily identify what
the filter displays.
53
REALVIEWER
REALVIEWER
Caller ID: Specifies whether calls with Caller ID are to be included or excluded.
Yes includes only calls where Caller ID is received; No includes only calls where
Caller ID is not received; and All includes both cases.
Direct Dialed Only?: Click Yes to only include calls which are directly dialed.
Click No to only include calls which are not directly dialed. Click All to include
calls regardless of whether or not they are directly dialed.
Call Cost: Select a comparison type for the call type. For example, to report call
costs that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in the
adjacent field. The call cost is always entered in the main currency unit of $0.00.
To enter fraction of a currency unit, such as $.50, enter 0.50.
NOTE: Using the = comparison for call cost is not advisable. Computers often
store numbers carried out to different decimal places (e.g., 0.50 may be stored as
0.499999999). If this occurs, the equivalence operator will not work because
.4999999 does not equal .50. Use >= or <= where appropriate instead. Also, call
costing calculations are based on limited data input and therefore may differ from
the actual call charges made by the telco.
Cost Group: Select the cost group that you want to use as a filter. A cost group
includes Local, National, International, etc.
54
RealViewer
NOTE: The Call Costs section is disabled for the RealViewer and Reporter Real-Time
modules.
To filter based on outbound calls, select Outbound Calls. All other fields are disabled
(grayed-out).
To filter based on inbound and outbound calls, click All. All other fields are disabled
(grayed-out).
Duration
This page allows you to filter calls based on
how long the call has been ringing or active
and includes the following fields:
Ring Time: Filters calls based on how
long they have been ringing (or how long
they rang). Use the drop-down box to
select how you want to filter the calls
ring time.
REALVIEWER
55
Total Time: Filters calls based on how long the call has been active (i.e., since it
started ringing) regardless of whether or not it has been answered. Use the dropdown box to select how you want to filter the calls total time.
To only include calls that are active for longer than a specified time, select >=.
To only include calls that are active for less than a specified time, select <=.
Then specify the total time that you want to use for comparison. The time can be
entered as either ?h?m?s, or as hh:mm:ss. Valid examples include 1h or
1:00:00 for 1 hour, 34m 27s or 00:34:27 for 34 minutes 27 seconds, etc.
This filter is affected by the Yes, this device is treated as not yet answered
and Yes, this device is treated as not having rung flags in Server.
Total Hold Time: Filters calls based on the time that they spent on hold. First
select whether you wish to include calls that were on hold for longer than a given
time (>=) or less than a given time (<=). Then specify the duration to compare
against. Durations can be entered as hh:mm:ss or as ?h ?m ?s. For example,
00:01:30 is the same as 1m 30s or 90s.
REALVIEWER
Call Started Between: This will filter calls based on a specified start and end
time, calculating the statistics only for calls that started within this range. Enter
the start and end times in your regional format (e.g., 08:00 or 8:00:00 AM).
Filtering by time only affects historical call summary statistics, such as Inbound
Calls Answered and Total Talk Time, and time-based agent statistics including%
Free Time. It will also be used to filter similar statistics in the Extension, Agent,
and Trunk List tiles (Reporter Real-Time only). It does not, however, affect realtime statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time
Now.
NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter modules.
56
RealViewer
Call Status
This page filters calls based on their status
and/or whether or not the call information was
identified by the Server. This contains the following fields:
Answered Calls?: Click Yes to only
include answered calls in the filter. Click
No to only include unanswered calls in
the filter. Click All to include calls
regardless of whether or not they are
answered. This filter is affected by the
Yes, this device is treated as not yet
answered and Yes, this device is treated
as not having rung flags in Server.
Call on Hold?: Click Yes to only include calls that are currently on hold. Click
No to only include calls that are not currently on hold. Click All to include calls
regardless of whether or not they are on hold.
Trunk Lines: Enter a comma-separated list of trunk lines to include in the filter.
Any calls occurring on one of the trunk lines will be included in the filter. You
can also use the drop-down box to select trunk lines, which are intelligently
added to or removed from the list. The list you enter can include ranges, or individual trunk lines. For example, if you entered 94193-94194,94196, the filter
would include trunk lines 94193, 949194, and 94196.
Last Account Code Entered: Includes any calls where the last account code
entered matches the list of account codes. Enter a comma-separated list of
account codes to include in the filter. For example, entering 666,777,888,999
would include any calls with an account code of 666, 777, 888, or 999.
NOTE: The Calls on Hold? option will only affect currently active calls, as historical calls will normally not be on hold.
57
REALVIEWER
Information
NOTE: Call Center only stores the first Server Import field in the historical call database. Filtering on other fields from the Import will only affect currently active calls.
ALSO: You can use a wildcard (*) with a partial name to search for a match (e.g.,
AB* will return ABC Company and any other records starting with AB).
58
RealViewer
3. Click Query. The application will query the information stored in the CTI Server
and display any matching information in the window.
4. Enter the information for the desired record in the text box. To include multiple
records, use wildcard (*) combinations (e.g., ABC *).
5. Click OK to save the record information to the filter, or click Cancel to exit without saving changes. You are returned to the Add New Filter screen.
NOTE: The Database Query feature will not work unless you have successfully performed a Telephone Number import to the CTI Server.
Call Route
This page allows you to filter calls based on
miscellaneous call elements and includes the
following fields:
REALVIEWER
Call Answered On: Includes any calls that are answered at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter.
You can also use the drop-down list to select extensions, which are intelligently
added to or removed from the list. The list you enter can include ranges or individual extensions. For example, if you entered 200-204,206, the filter would
include extensions 200, 201, 202, 203, 204, and 206. This filter is affected by the
Yes, this device is treated as not yet answered and Yes, this device is treated as
not having rung flags in Server.
59
Call Currently On: Includes any calls that are currently on or that were finished
at an extension specified in the list. Enter a comma-separated list of extensions to
include in the filter. You can also use the drop-down list to select extensions,
which are intelligently added to or removed from the list. The list you enter can
include ranges, or individual extensions. For example, if you entered 200204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206.
Call First Rang At/Dialed By: Includes any calls that rang at or were dialed by
an agent specified in the list. Enter a comma-separated list of agents to include in
the filter. Or, use the drop-down list to select agents, which are intelligently
added to or removed from the list. You can also include ranges or individual
agents. For example, if you entered 200-204,206, the filter would include
agents 200, 201, 202, 203, 204, and 206.
Call Answered On: Includes any calls that are answered at an agent specified in
the list (see the previous Call Answered On information for details).
Call Currently On: Includes any calls that are currently on or that were finished
by an agent specified in the list (see the previous Call Currently On information
for details).
Show Devices Logged In To These Groups: Select this option to only display
agents who are logged into the selected hunt groups in the list.
Show Devices Not Logged In To These Groups: Select this option to only display agents who are not logged into the selected hunt groups in the list.
60
RealViewer
Transferred Calls
The Transferred Calls page allows you to
filter calls based on the transfer origination
or destination extension/group.
NOTE: To use this type of filter, Call Segmentation must be enabled in the Call Center Suite Server.
This page includes the following fields:
Editing a Filter
To edit a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
Filter Manger from the main menu ( ).
) or selecting
2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter
that you want to edit.
3. Click OK when finished, or click Cancel to exit without saving changes. Once
you have completed editing a filter, any tiles that are using the filter will automatically update.
NOTE: You cannot edit the All Calls filter.
61
REALVIEWER
Calls diverted/transferred/recalled/
overflowed from hunt group or
extension: Enter a comma-separated
list that indicates the group(s) and/or
extension(s) that transferred the call to
another destination. Or, use the dropdown list to select the devices. You can also use a hyphen to enter a range of
devices. For example, entering 1000,1002-1003 would filter calls that were
transferred from 1000, 1002, or 1003.
Removing a Filter
To remove a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
Filter Manager from the main menu ( ).
) or selecting
2. Select the filter that you want to remove, and click Remove, or select a range of
filters and click Remove All.
3. At the prompt, click Yes to delete the filter or No to cancel the action. If you
click Yes, the filter will be removed, and any tiles using the filter will revert to
the default All Calls filter.
NOTE: Once removed, the filter cannot be retrieved.
Applying a Filter
You can apply a filter that you have previously created to any RealViewer Tile.
To apply a filter:
REALVIEWER
62
RealViewer
USING STATIONVIEWER
Versions 3.1 and later include the StationViewer module. This module displays a
Direct Station Select (StationViewer) list that allows you to quickly view the status of
specific devices and to control calls from your desktop. To use this feature, the software security key on the Call Center Server must contain at least one StationViewer
license.
NOTE: If the StationViewer license is available but the window is not displayed, make
sure you have enabled the license (see the Users Manual for details).
StationViewer List
When you activate the StationViewer license, the StationViewer list is automatically
displayed to the left of the tiles (by default). Additional call control buttons are also
included in the toolbar.
StationViewer Buttons
StationViewer
Window
63
REALVIEWER
Until you select the extensions to monitor (see page 67), the StationViewer list is
blank. Once you have programmed the extensions, however, the window displays StationViewer buttons, one for each device.
StationViewer Buttons
The StationViewer buttons indicate the current status of the associated extension and
are displayed within the StationViewer list. To depict the state, each StationViewer
uses three different methods: the lamp indicator, icon, and tooltip.
The lamp (or bulb) indicator is lit a different color, depending on the status of the
extension. For example, in the above illustration, the StationViewer button for extension 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colors
are configurable for busy, DND, alerting, and idle, as described on page 68.
The tooltip is displayed when you pause the mouse
pointer over a StationViewer button. Each tooltip
provides detailed information about the associated
extension, including the following:
Device: Indicates the extension number of the
device.
Description: Displays the description for that device as programmed in the
phone system. This is usually the username.
REALVIEWER
On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description
(username) of the caller.
DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME).
FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the
type of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions (see page 69 for details).
64
RealViewer
Indicates
REALVIEWER
65
REALVIEWER
1. Right-click in the StationViewer list and select Properties. The following screen
is displayed.
2. Select the appropriate tab to program devices and/or bulb colors. You have the
following options:
General
66
RealViewer
General Tab
The General tab displays a list of the currently monitored devices, each of which is
associated with a StationViewer button. In this tab, you can add, remove, and move
devices using the following command buttons:
Add: Displays a menu containing available devices and their associated descriptions. Selecting a device automatically adds it to the end of the list.
At the bottom of the menu, there is a menu item called Range . Selecting this
item opens a dialog box that allows you to enter a list of extensions to be added to
the StationViewer list. You can include ranges or individual extension items. For
example, if you entered 200-204,207,209, the StationViewer list would include
extensions 200, 201, 202, 203, 204, 207, 209.
NOTE: Devices that are added to the list are automatically removed from the Add
menu. This ensures you do not add the same device more than once to the StationViewer list.
Move Up/Down: Moves the selected device up/down in the list. If you move
more than one device at a time, the selected devices are kept in the same order
relative to each other. The order of the extensions displayed in this list is the
order that the extensions are displayed in the StationViewer list.
NOTE: You can remove/move more than one extension at a time. To select extensions
that are displayed next to each other, hold down the SHIFT key while selecting the first
and last extension you want to highlight. To select extensions that are not listed consecutively, hold down the CTRL key while making your selection.
67
REALVIEWER
Remove: Removes device(s) from the list. Because the device is not permanently
deleted from the Add menu, you are not prompted for a confirmation.
REALVIEWER
The StationViewer Bulb Colors tab displays the selected colors for the StationViewer
lamp. For easy identification, you can modify the bulb color for the following states:
DND Color: Specifies the bulb color for a device that is in Do-Not-Disturb
(DND).
Busy Color: Specifies the bulb color for a device that is currently on a call.
Alerting Color: Specifies the bulb color for a device that is currently ringing.
Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or
alerting.
To define the bulb colors, use the drop-down list to select the desired color. When
you click OK, the StationViewer buttons in the window automatically update to reflect
the new colors.
68
RealViewer
69
REALVIEWER
CUSTOMIZING REALVIEWER
RealViewer has several configurable options, including the appearance of the RealViewer, that are applied globally to the application.
To configure the application to suit your needs:
1. Select the Options
button, or
select Options from the main menu
( ). The Configure View screen
displays.
REALVIEWER
Tile In Columns: Automatically arranges tiles in one row with one column
for every tile, similar to an n x 1 grid (see page 47).
Tile In Rows: Automatically arranges tiles in one column with one row for
every tile, similar to a 1 x n grid (see page 48).
Tile In Best Fit: Automatically arranges and sizes tiles based on the available window space. If subsequent tiles are added, however, the window
adjusts to accommodate the new tiles (unless the window is maximized).
(see page 48).
NOTE: If this mode is enabled and you manually adjust the size of the window,
the window snaps to the next best size that accommodates the displayed tiles.
The window, therefore, may not resize accordingly when you use the mouse to
modify it.
70
RealViewer
code instead.
71
REALVIEWER
NOTE: If you want to summarize more than four account codes, filter by account
REALVIEWER
Short Call Level: This field is used to determine which calls are short calls
and, therefore, less likely to be business-generating calls. Enter the time
period that you want to define as a short call. The default is 20 seconds.
Quick Abandoned Calls: Select Ignore abandoned calls that rang for
less than and then enter the length of time that a call must ring before it is
not ignored. For example, if you want to ignore all abandoned calls that rang
for less than five seconds, you would enter 5. This feature allows you to
ignore calls that were abandoned very quickly. Normally, an abandoned call
will reduce your service level because it is counted as a call that was not
answered within the specified time. With this option enabled, calls that rang
for less than the Quick Abandoned Time are considered as answered when
calculating the service level.
NOTE: No other statistics are altered by this setting. It does not change any
answered or abandoned statistics. It only affects the service level statistic.
ALSO: All times on this page can either be entered as ?h?m?s or as
hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or
01:15 for 1 minute 15 seconds, etc.
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RealViewer
RealViewer and StationViewer: Select this option to enable both RealViewer tiles and the StationViewer feature.
NOTE: If you change a license from RealViewer Only to one with StationViewer,
the Call Control tab does not automatically appear. You must first close the Configure View screen to allow the application to update the information for StationViewer. The next time you access the Configure View screen, the Call Control tab
will be available.
73
REALVIEWER
REALVIEWER
Rename: Allows you to rename the highlighted tile. Once you have selected
this button, you can type the new name over the existing name in the tile list.
The changes will take affect immediately.
Move Up/Down: Moves the highlighted tile up/down in the list. It will also
affect the order that RealViewer uses when arranging tiles.
Remove All: Removes all tiles from the tile area. You will be prompted for a
confirmation, as this option cannot be undone.
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, do not change them.
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RealViewer
Reporter
Reporter Basic, Reporter, and Pro are used to run historical reports on call and agent
activity information, which is stored within a database on the CTI Server (Server).
These reports can be run by specifying various criteria (e.g., reports can be filtered by
Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost,
etc.). In addition, when Reporter is installed on a computer, Reporter Real-Time,
which provides real-time call and agent reporting, is also installed.
STARTING REPORTER
To start Reporter:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Reporter and then the Reporter menu item. After a short wait, Reporter
will start.
CONFIGURING REPORTER
If this is the first time Reporter has been run after installation, Reporter will ask for
the following options to be configured:
Attachment To The CTI Server (Server): Click OK, and click OK again in the
next window. If the network configuration on the supervisors computer is correct
and Server has already been appropriately configured, Reporter should automatically connect to the CTI Server.
Auto Reporter Site: This page appears if you have Internet Information Server
(IIS) or Personal Web Server installed on your computer and the application
detects it. This allows you to create an Auto Reporter site using the default settings.
NOTE: The call costing functionality provided by Reporter is based on limited
information provided by telcos. Additionally, carriers can update their tariffs at any
time. For this reason, changes in tariffs or network carrier discounts cannot always
be reflected.
You can modify these configurations at any time while running Reporter. See the
Menu section on page 82 for details.
75
REPORTER
Local Dial Codes: Enter all the dial codes marked loc, separated by a comma
(,), and click Next. To obtain a list of local dial codes applicable in the Customers area, consult the customers local domestic telephone directory. The
codes are usually listed under heading Local Calls From Your Phone within the
Call Charges section.
REPORTER WINDOW
When you start Reporter, the main window is displayed, as shown below.
Titlebar
Toolbar
Report List
Report Window
This screen contains the titlebar, toolbar, report list, and report window, as described
in the following sections.
Report List
REPORTER
The report list is available in the left side of the main window. This area displays all
reports based on categories, such as Default Reports, My Reports, etc. The current status of each report is also displayed based on the icons described in the following
table.
ICON
76
MEANING
INDICATES
Report Ready
Report Saved
Report Running
Report Pending
Reporter
While in this area, you can double-click a report to automatically run the report (by
default, the report is based on todays statistics). You can also right-click on a report
to display a shortcut menu, which provides access to various actions as described in
the following table.
ICON
N/A
MEANING
FUNCTION
Export
Publish
Print Preview
Duplicate
Delete
Information
Properties
New Report
REPORTER
Run/Refresh
NOTE: Many of these options are also available in the toolbar of the main window.
77
Report Window
The report window displays all reports that are currently open.
Report Title
Information
Display
Toolbar
Tabs
Dates: Displays the time frame for which the report was run.
Last Run At: Indicates the data and time that the report was last run. If you
refresh the report, this will update to the current date and time.
Items (seconds): Displays the total number of items in the report, followed
by the time it took to generate the report.
You can hide this information by clicking the up arrow in the toolbar.
78
Reporter
MEANING
FUNCTION
Expand
Date Range
Filter Menu
Close
Tabs: Displays the report indicated by the tab name. One tab will appear for each
report that has been run.
NOTE: You can press F12 to activate the report window, or you can press CTRL + F12
to close the report list and have the report window occupy the entire main window. You
can also double-click the report caption to toggle between displaying or not displaying
the report list.
79
REPORTER
When the report information is expanded, the filter that is applied to the report, the
reports date range, the time the report was run, the number of records, and the time it
took to run the report are all displayed.
In either mode, you can right-click the report to display the report window menu or
use the main toolbar buttons as described in the following table.
ICON
MEANING
FUNCTION
Show Details
Copy
Show Summary Displays the call summary report for the displayed
report.
In addition, the following options are available in the shortcut menu (see page 77 for
more details):
Refresh
E-Mail
Publish
Print
Print Preview
Information
Properties
REPORTER
Close
Titlebar
The titlebar is the rectangular region at the top of the application window. This displays the application name and contains the standard windows buttons for minimizing, maximizing, and closing applications.
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Reporter
Toolbar
The toolbar allows you to perform various actions that apply to the application or to
the displayed report. The available toolbar buttons are described in the following
table.
Button
Description
Displays the main menu where you can access most commands (see
page 82).
Displays the Add/Edit Report dialog for adding reports (see page 85).
Toggles the report list on and off. This icon is recessed when the report
list is visible.
Displays the Filter Manager for creating and editing filters (see page 101).
Displays the Tariff Manager for creating and editing tariffs (see page 105).
Displays the Options dialog box (see page 75).
Displays the Network Settings dialog box (see page 83).
Refreshes the open reports data.
Calculates a summary of the calls displayed in the open report. This Call
Summary report is then displayed as a separate report (see page 98).
REPORTER
Copies the open reports data to the clipboard (see page 95).
Displays the report in print preview mode (see page 96).
Prints the displayed report to the default printer.
Opens the Export Wizard that enables you to export the open report (see
page 113). You can also click the arrow to display a menu of other wizards, including e-mail and publish. This button displays the icon for the
last wizard you used.
Displays the Auto Reporter menu, which allows you to configure the Auto
Reporter schedules (see page 129).
Launches Reporter Real-Time (see the next chapter).
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Main Menu
To access the main menu, click the main menu icon (
ing options are displayed:
New Report: Displays the Add/Edit report dialog, allowing you to add or edit
reports (see page 85). This is the same as clicking the
button in the toolbar.
Import: Launches the Import Wizard for importing information (see page 121).
Options: Displays the Options dialog which allows you to configure Reporter.
This is the same as clicking the
button in the toolbar.
Network Settings: Displays the Network Settings dialog (see page 83). This is
the same as clicking the
button in the toolbar.
Events: Displays the Event window that allows you to view specific information
(see the Users Manual).
Page Setup: Allows you to specify the page information for displaying/printing
the reports.
Print: Displays the standard Print dialog that allows you to select the destination
printer.
Print Preview: Displays the open report in print preview mode. This is the same
as clicking the
button in the toolbar (see page 96).
Help Topics: Displays the on-line help contents.
REPORTER
Getting Started: Displays the startup screen that provides quick access to various topics.
About Reporter: Displays information about the version of Reporter you are
running. It also includes information about licenses, archive times, etc.
Exit: Closes Reporter.
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Reporter
Network Settings
For the product to obtain real-time call
data from Server, it must be able to
locate a CTI Server (Server). To do
this, select the Network option from
the main menu or click the Network
option button ( ). The Network Settings screen is displayed.
To configure the network settings, you
must first select a protocol. Your
options are NetBIOS (for use with IP/
IPX or NetBEUI) or TCP/IP (for a
direct IP connection). (If you dont
know which protocol to use, ask your
Network Administrator.) You can setup
the CTI Server network either manually or automatically using this screen.
NOTE: Only Server versions 2.51.0033 and later support direct communication using
TCP/IP.
Automatic Configuration
NOTE: You must select a protocol before you can use the Automatic Configuration
option.
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find a CTI Server (Server) on the network. Once Reporter has
found a CTI Server, and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup
either if it has just been installed or if it is unable to find a Server.
83
REPORTER
ALSO: It is recommended that you use TCP/IP if installing any of the Call Center Suite
of products for the first time. A direct TCP/IP connection is faster and easier to diagnose.
Manual Configuration
To manually setup the CTI Server network information for TCP/IP:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the TCP/IP port used for communicating with Server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
To manually setup the CTI Server network information for NetBIOS:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the available network protocol to use for communicating with the server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
REPORTER
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
84
Reporter
Running Reports
You can run a report at any time using the reports available in the report list window.
In addition, you can either reload a previously saved report or run a new report.
When you run a report, it is automatically saved to the report cache stored on your
local computer. The next time you run that report, Reporter decides if the report data
needs to be processed again or whether it can be read from the report cache.
For example, if you have a call list report configured to display todays data, the
report will always run using the latest data because today is always changing. If the
report was configured to display yesterdays data and you ran the report at 9am, the
report would be processed again to reflect all of yesterdays information. If, however,
you ran the report again (before midnight when the date changed) and no new calls
were handled, Reporter would use the information stored in the report cache.
To run an existing report:
EITHER, Double-click the report in the report list.
OR, Select the report name in the report list and press ENTER.
OR, Right-click the report name and select Run.
To view a previously run report, right-click on the report name and select View Saved
Report.
NOTE: It takes longer to generate reports that were not previously run because
Reporter must gather and analyze data from Call Center Server.
If the default reports that are available in the report list do not meet your needs, you
can always create a new report and apply your own filters, statistics, etc.
To create a new report:
1. EITHER, Click New Report (
) in the toolbar.
OR, Select New Report from the main menu.
OR, Press ALT + N.
2. Configure the appropriate fields in the following tabs:
General Tab
Date/Time Tab
Fields Tab
Filter Tab
Miscellaneous Tab
85
REPORTER
3. Click OK when finished or click Cancel to exit without saving changes. If you
click OK, the report is automatically run.
General Tab
The General tab allows you to configure the
report name and category and choose a
template as a basis for your report. This
page contains the following fields:
Report Title: Enter a title to help you
identify the report. Then use the dropdown box to select a category. Your
options are Default Reports and My
Reports.
Report Category: Enter the name of
the category that you want to use for
storing the report. If you enter a new
category name, it is automatically created when you run the report. This
field defaults to My Reports.
REPORTER
Report Type: Select the template you want to use for your report. You can
choose from a number of Basic, Reporter, or Pro type report formats (see the
Users Manual for a list of templates). The Basic type reports are always available while the Reporter or Pro type reports require the Reporter and Reporter Pro
licenses (respectively). You can also select [Custom Report], which allows you to
create a report without any settings defaulted. It is not recommended, however,
that you create a custom report unless the available templates will not suit your
needs.
NOTE: Tooltips will display when your mouse is paused over a report format. These
tooltips provide a brief description of what the template includes. Also, when a new
report is added and you select a report format, the Call Statistics setting is automatically
defaulted appropriately. In addition, the Call Statistics setting is defaulted for existing
reports when Reporter is upgraded from a previous version.
86
Reporter
Date/Time Tab
The Date/Time tab allows you to configure
the range of dates over which the report
will be run.
NOTE: You can also change the date range
of a report using the Date Range button
(
) on the report caption.
This tab includes the following fields:
Date/Time Range: Select the desired
date range. You have the following
options:
Today: Runs the report for the current day.
Yesterday: Runs the report for yesterday.
This Week: Runs the report for this week. The first day of the week is taken
from the regional settings in Windows.
Last Week: Runs the report for the previous week. The first day of the week
is taken from the regional settings in Windows.
Last Month: Runs the report for the previous month.
From Start Date to End Date: Runs the report between the two dates specified on the right, starting from the From Date/Time, and ending at the To
Date/Time. For example, if you specify a From time of 8am and a To time of
5pm, the report will include all calls starting from the first day at 8am until
the last day at 5pm.
From Start Time to End Time: Runs the report between the two dates specified on the right, but only for the specified times on each day. For example,
if you specify a From time of 8am and a To time of 5pm, Reporter will
ignore any calls before 8am and after 5pm for every day that the report is
run.
Choose Range at Run Time: Displays the Date/Time page every time the
report is run. This allows you to customize the date/time range every time
you run the report.
87
REPORTER
NOTE: The time is displayed in the hh:mm:ss format. You can either enter the
time in 12-hour or 24-hour format. If you enter the time in 24-hour format, Reporter
will automatically convert it to 12-hour format.
Depending on which date range you choose, the date/time selectors will change on
the right side. Note that when you choose From Start Date to End Date, the start
time only affects the start date, and the end time only affects the end date. For all
other date ranges, the start and end times are used to calculate the time period of
each specified day.
NOTE: You can also use the scroll bars or the ellipsis (...) button to select a particular time.
Weekdays: Select the days of the week that you want considered in the report.
By default, all days are checked. If you do not want a day included, click the day
to remove the check mark. For example, remove the check marks for Saturday
and Sunday to create a report that only displays data for weekdays.
Fields Tab
REPORTER
88
Reporter
NOTE: If you are creating a summary report, the group field is highlighted in blue. The
group field must always be the first field in the report.
DESCRIPTION
The number in brackets to the right of the field (e.g., [1]) indicates the sequence in
which fields are sorted. For example, if the list displays No/ID [1] and Calls In
[2], the list is first sorted based on the No/ID field and then sorted again based on
the Calls In field while maintaining the integrity of the first sort.
To change the sorting order, click the sort button of the field you want to sort and
make your selection from the menu.
Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for a
confirmation.
Move Up/Down: Moves the selected statistic up/down in the list. If you move
more than one statistic at a time, the selected statistics are kept in the same order
relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
89
REPORTER
Add: Allows you to add a field by displaying a menu containing various statistics. Selecting a statistic automatically adds it to the end of the list, using the
defaults for that statistic (see the Users Manual for a list of possible statistics).
Group By: Displays possible group fields that you can apply to the report. Select
the field that you want to use (a check mark indicates the active group field). If
you select a group field that requires additional configuration, such as Start Time,
the Group Report By dialog, similar to the one below will appear.
You can edit these options for such group fields by double-clicking the field. By
choosing a group field, you automatically create a statistic report; so, any fields
that are currently selected that cannot be calculated in the statistic report are
removed.
Possible fields in this screen include the following:
Interval: Enter the interval value and then select the desired units. For example, to specify an interval of every hour, enter 1 as the interval value and
then select Hours as the unit.
REPORTER
Only use the time, not the date, when grouping: Enable this option to group
the statistics on time only, not the date. For example, a call that occurred at
8:47 on September 3 would be considered as a call at 8:47 and grouped as
8:30-9:00 if the interval was every 30 minutes. If you want to group on the
date, leave this option unchecked. For example, the same call would be
grouped as 8:30-9:00 on September 3.
Order By: Allows you to select the sort order for the currently selected field.
Depending on the current sort order, different menu options will appear that
allow you to either add this field as a new field to sort on or to replace one of the
existing fields that are being sorted. For every sort order, there is an ascending
and descending menu option. You can also choose Don't sort if you do not want
to sort this field.
90
Reporter
Filter Tab
The filter tab allows you to specify
certain calls to consider in the
report (e.g., calls to the Sales
Group or calls to mobile phones
that cost more than a certain
amount). The filter tab also allows
you to configure how statistics are
calculated, depending on the type
of report you are trying to create.
This page includes the following
fields:
Filter: Select a filter from the
drop-down list. If the desired
filter is not available, click
Add to create a new filter (see
page 103).
91
REPORTER
Only process outbound calls: Select this option to only consider outbound
call segments. If you apply a filter that filters inbound calls only, you will filter out all calls.
Only process answered calls: Select this option to only consider answered
call segments. If you apply a filter that filters unanswered calls only, you will
filter out all calls.
Only process calls that were never answered: Select this option to only consider the last call segment where the call was not answered (abandoned). If
you apply a filter that filters answered calls only, you will filter out all calls.
Only show un-returned abandoned calls (call lists only): Select this option to
convert a normal call list report into an un-returned abandoned call list
report. This report will only display abandoned calls that have not subsequently called again and that have not been called back and answered.
Only process trunk to trunk call transfers: Select this option to only consider
call segments that were transferred to or from an external number. For example, if a customer calls reception and is transferred to their account managers mobile phone, both the call from the customer and the call to the
account manager will show up as trunk-to-trunk call transfer segments.
REPORTER
Only process outbound calls that have been dialed incorrectly: Select this
option to only consider outbound calls that have not been dialed correctly. If
you also choose a filter that only considers inbound calls or answered calls,
you will filter out all calls. An incorrectly dialed call is an unanswered call
that did not contain enough digits to be a telephone number.
Only process outbound calls to services: Select this option to only consider
outbound calls to services (e.g., the operator, directory inquiries, etc.) If you
also choose a filter that only considers inbound calls, you will filter out all
calls.
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Reporter
Miscellaneous Tab
The Miscellaneous tab allows you
to configure several other report
settings, such as how the report
appears on screen and which tariff
is used when calculating call costs.
This page includes the following
fields:
Tariff: Select the tariff that will
be used to calculate call costs.
A report can only use one tariff at a time when calculating
call costs. You can choose a
particular tariff for this report
to use or select the [Use
d e f a u l t ] opt ion. When the
default option is selected, the
report will use whichever tariff
is currently configured as the default tariff (see page 112). This tariff will also
override any tariffs assigned to individual trunk lines.
Always show the same record groups in the report: Select this option to display all rows of data, regardless of whether or not there are any statistics to display for that. For example, if extensions 200 and 202 have recently made calls
but extension 201 hasnt, 201 will still appear in the report even though there is
no data for it. If this option is not selected, 201 is removed from the report until it
experiences activity applicable to the report. When grouping by time, the report
will include all time periods in the given range. This can lead to a very large
report if you apply this option when summarizing statistics for every half hour
over three months because it will create 48 records a day for 90 days.
Keep the first field visible at all times: Select this option to lock the first field
of the report to the left edge of the report window. This keeps the first field visible as you scroll through the report.
93
REPORTER
NOTE: You can use this feature to compare tariffs by duplicating a report and
applying a different tariff to the duplicate. You will then have two copies of the
same report with different tariffs for each, allowing you to compare the cost of your
calls.
Use a saved copy of the report if the underlying data hasn't changed: Select
this option to have Reporter read from the report cache if the report was previously run and the information has not changed. By default, this option is checked
and all reports are saved to the report cache and reloaded when necessary. If you
disable this option, the report is always recalculated and never read from the
cache. It is not recommended that you leave this option enabled.
Highlight this report in the Report Manager: Select this option to display this
report with bolder text in the report list for easier identification.
Color this report in the Report Manager: Select this option to customize the
colors that the report list will use when displaying this report. Once enabled, click
Set Colors to display the Report Color dialog, as shown below.
REPORTER
Text Color: Select the color to use for the text. To use the default (black),
select Use default.
Background Color: Select the color to use for the background of the report.
To use the default (gray), select Use default.
A sample of your choices is displayed in the dialog. Try to choose colors that are
easily readable and that do not clash.
NOTE: When an item is selected in the report list, the colors are inverted (i.e., the
background color becomes the text color and vice versa).
Editing a Report
To edit a previously defined report, right-click on the report in either the report list or
the report window and select Properties. Then edit the information in the tabs as
described under Creating a New Report on page 85.
Once you have changed the report information, click OK to run the modified report.
94
Reporter
Deleting a Report
To delete a report, right-click on the report in the report list and select Delete. At the
prompt, click Yes to delete the report or click No to cancel the action.
NOTE: You cannot recover a deleted report. If you need the report once it has been
deleted, you must create it again.
Duplicating a Report
To create a duplicate of any report in the report list, right-click on the desired report
and select Duplicate. The duplicate report is given a slightly different name and
placed at the bottom of the category to ensure you can differentiate between the duplicate and the original.
NOTE: If you duplicate a report and then apply a different tariff to the duplicate, you
can easily compare the different call costs between two tariffs.
Sorting a Report
You can sort a report in real-time when the report is open in list mode. Sorted fields
display an arrow to indicate the sorting order. An up arrow indicates ascending (A-Z)
order, and a down arrow indicates descending (Z-A) order.
To sort fields, click on the field header. Subsequent clicks on the header will toggle
the sort between ascending and descending order. You can also sort by more than one
field.
Call Center User Guide
95
REPORTER
The report is copied in a tab-delimited format, which can be interpreted by most word
processor and spreadsheet applications. To access the report data in a particular format, use the Export option instead (see page 113).
If you click on a field while pressing the SHIFT key, the field is added to the current
sort order. For example, if you press SHIFT and click Start Time then Telephone
Number, the report will first sort based on the Start Time information and then sort
based on the Telephone Number. With SHIFT pressed, you can also continue to click
the same field to toggle between ascending and descending sort order.
NOTE: You can also change the sort order from the report properties (see page 88).
Applying a Filter
REPORTER
To apply a filter to a report, you can either use the Filter page of the Report Properties
dialog (see page 91) or click the Filter (
) button in the reports toolbar. Both
options allow you to create a new filter if desired (see page 103). You can also press
ALT + F to display the filter button menu for the active report.
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Reporter
When in preview mode, the current report will display in the report window. This
view indicates what your report will look like when printed. This mode contains its
own toolbar, which contains various buttons as described in the following table.
Button
Function
Displays the page setup dialog that allows you to configure the page settings.
NOTE: Unlike other applications, preview mode does not stop you from using the
report just as if you were in list mode. You can still edit the report's properties, change
filters and the date range, and exporting the report without having to switch back to list
mode.
To navigate through a report in print preview mode, you can:
Use the toolbar buttons to go to different pages and/or zoom in and out.
Drag the page with the mouse to move it around the screen. This is an alternative
to using the scroll bars.
Press Page Down to move down one page in the report.
Press + on the numeric keypad to zoom in.
Press - on the numeric keypad to zoom out.
Call Center User Guide
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REPORTER
Displays a menu for scaling the font. Choosing a smaller scale allows
you to fit more text on each page while a larger font displays less.
Printing Reports
To print a report, click the Print button (
) on the toolbar or press CTRL + P. Or,
select Print from the shortcut (right-click) or main menu. If you click the Print button
in the toolbar, the report is sent to the default printer.
REPORTER
To display the call summary report, activate the report for which you want to run the
call summary and click the Call Summary button (
).
Once the call summary report is displayed, you can print or export it. If the report on
which the call summary report is based changes, the call summary report automatically updates.
NOTE: Call summary reports will not display in report list mode. In addition, because a
call summary report is not saved, once you close the report on which it is based, the call
summary report is no longer valid.
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Reporter
Once the call details report is displayed, you can print or export it. If the report on
which the call details report is based changes, the call details report automatically
updates.
Button
Function
NOTE: You can only browse the call segments of a call if Call Segmentation is enabled
in the Call Center Server.
99
REPORTER
The call details report also includes its own toolbar. The available buttons are
described in the following table.
REPORTER
Field
100
Indicates
Created
Last Edited
The date/time the current filter assigned to the report was last
edited. [Unknown] will display if the All Calls filter is applied
because that filter cannot be edited.
The date/time the current tariff assigned to the report was last
edited.
Last Ran At
Execution Time
(ms)
The time in milliseconds that it took the report to run. This will
only display if the report is currently open.
Cache File
The current size of the cache file in kilobytes. If the cache file
does not exist, [File Missing] is displayed.
# Report Executions
Reporter
Field
Indicates
# Report Loads
The number of times that this report has been loaded from the
cache rather than executed.
Average Load
Time
The average time it has taken to load this report from the
cache.
# Report Prints
# Report Exports
The number of times that this report has been exported, emailed, or published.
# Report Edits
The number of times that this report has been edited. Editing
includes changing the date rang or filter using the toolbar buttons.
FILTERS
In previous versions of Reporter, the filter was part of the report. In this version of
Reporter, filters have been separated from reports. You can now apply the same filter
to several reports, enabling you to have one or more filters that provide all of your filtering needs.
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REPORTER
Filters are one of the most powerful features of Reporter. You can create filters to run
report for calls to certain extensions or groups or that rang for a certain time. You can
also filter calls based on their cost, direction, or the DID number dialed by the calling
party.
REPORTER
Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
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Reporter
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the
Reporter Real-Time screen.
Editing a Filter
To edit a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
).
2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter
that you want to edit.
3. Make the necessary changes.
4. Click OK when finished, or click Cancel to exit without saving changes. Once
you have completed editing a filter, any reports that are using the filter will automatically update.
NOTE: You cannot edit the All Calls filter.
Call Center User Guide
103
REPORTER
Removing a Filter
To remove a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
).
2. Select the filter that you want to remove, and click Remove.
3. At the prompt, click Yes to delete the filter or No to cancel the action. If you
click Yes, the filter will be removed, and any reports using the filter will revert to
the default All Calls filter.
NOTE: Once removed, the filter cannot be retrieved.
REPORTER
NOTE: If you choose filter options that conflict with your current filter, you can effectively filter out all calls. For example, if you choose the Only process inbound calls filter option and then apply a filter that filters outbound calls, you will filter out every call,
and the report will be blank.
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Reporter
TARIFF MANAGER
A tariff provides Reporter with call charge information for a particular telephone
company. Unlike previous versions of Reporter, the latest version has support for multiple tariffs. This allows you to select a tariff for an individual report so that different
reports can use different tariffs.
In addition, you can create a tariff to process inbound call costs (e.g., for premium
rate or 1-800 numbers). This allows you to estimate the amount of revenue you will
earn from your premium rate lines or the amount that your 1-800 numbers will cost.
NOTE: The call costing functionality provided by Reporter is based on limited information provided by telephone companies. Also, carriers can update their tariffs at any time.
105
General Tab
3. Click OK when finished or click Cancel to exit without saving changes. If you
click OK, the tariff is added to the list in the Tariff Manager.
General Tab
The General tab allows you to specify
tariff-wide options about the tariff that
you are creating or editing.
This page includes the following fields:
Tariff Name: Enter a unique name
for the tariff. Use a name that is easily identifiable and that indicates
what the tariff is.
REPORTER
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Reporter
REPORTER
107
NOTE: Times are not inclusive. For example, start/end times of 08:00:00 AM to
06:00:00 PM will consider all seconds from 8:00 AM to 5:59:59 PM.
Weekdays: Specify the days of the week to which this charge band applies.
The weekdays selected take precedence over the time period. For example, if
you configure 8:00PM to 8:00AM Monday-Friday, the charge band will end
on Friday at midnight and not count Saturday from midnight to 8:00AM.
Then click OK to save the charge band or Cancel to exit without saving changes.
You are returned to the Add/Edit Tariff dialog.
Edit: Allows you to edit the selected charge band.
Remove: Removes the selected charge band from the list. The charge band is
removed immediately. If you removed a charge band in error, you will need to
reconfigure all destinations on the Dial Codes tab with prices for the charge band.
This screen displays the currently configured list of dial codes, detailing their
description and the per minute charges
for each charge band for the dial code.
There is also a default dial code ( [All
other dialcodes]) that handles all calls
where an appropriate dial code cannot
be found.
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Reporter
While in this screen, you can add, edit, or remove dial codes using the following buttons:
Add: Adds another dial code to the list and displays the Call Charge Data dialog,
as shown below.
Description: Enter a unique description for the set of dial codes. Use a
description that is easily identifiable.
109
REPORTER
NOTE: You can specify your local and regional dial codes in the Call Costing tab
of the Options dialog (see page 127). These dial codes are then used when you
create default local and regional cost groups. You cannot enter dial codes in the
tariff that would clash with the default local and regional dial codes specified in the
Options dialog.
Cost Group: Select the cost group (e.g., local, national, etc.) to which the list
of dial codes belongs. If you select the wrong value for this field, it will
affect filtering by cost group or creating a statistic report that groups by cost
group. You can create one cost group for each of the default cost groups,
which are surrounded by brackets in the drop-down list (e.g., [Local Calls]).
Because these defaults use the dial codes specified on the Call Costing tab of
the Options dialog (see page 127), you cannot assign dial codes to the
groups, but you can assign call cost information. You can also create as
many cost groups as required for the non-default cost groups. You must then
specify the dial codes that relate to that particular cost group and charging
structure.
Default Call Setup Charge: Enter the setup charge that is applied for connecting the call. To use the call charge associated with the tariff (specified on
the General Tab), leave this field as blank or select [Use default]. Any value
entered in this field will override the tariffs default call setup charge.
Default Minimum Call Charge: Enter the minimum cost that is applied to a
call to this destination. If the cost of the call is less than this value, the cost of
the call is changed to this value. To use the minimum call charge associated
with the tariff (specified on the General Tab), leave this field blank or select
[Use default]. Any value entered in this field will override the tariffs default
minimum call charge.
REPORTER
Default Discount (%): Enter the discount percentage applied to calls for this
dial code. This discount is applied after all other charges have been taken
into account. To use the discount associated with the tariff (specified on the
General Tab), leave this field blank or select [Use default]. Any value
entered in this field will override the tariffs default discount.
Charge List: Select the charge band to which the costs apply and then enter
them enter the updated price in the New value field. Click Update for your
change to take effect.
Then click OK to save the call charge data or click Cancel to exit without saving
changes. You are returned to the Add/Edit Tariff dialog.
Edit: Allows you to edit the selected dial code.
Remove: Removes the selected dial code from the list. The dial code is removed
immediately.
NOTE: You cannot remove the default dial code ([All other dialcodes]).
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Reporter
Editing a Tariff
To edit a tariff:
1. Open the Tariff Manager.
2. Highlight the tariff to edit and click Edit.
3. Make the necessary changes in the tabs described in Creating a Tariff.
4. Click OK when finished or click Cancel to exit without saving changes.
NOTE: If you intend to make several changes to a tariff, you may want to copy the tariff
first. That way, if you make a mistake, you can always revert to the original tariff.
Deleting a Tariff
To delete a tariff, open the Tariff Manager. Then select the filter that you want to
remove, and click Remove. At the prompt, click Yes to delete the tariff or No to cancel the action. If you click Yes, the tariff will be removed, and any reports that were
using that tariff revert to the default tariff.
NOTE: Once removed, the tariff cannot be retrieved. Also, you cannot remove the
default tariff.
To copy an existing tariff, open the Tariff Manager. Then select the tariff that you
wish to copy and click Copy. The tariff is copied, but the name is changed slightly to
ensure that the names remain unique.
NOTE: If you copy the default tariff, the original tariff remains the default.
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REPORTER
Copying a Tariff
2.
NOTE: To assign several trunk lines to the same tariff, select several trunk lines at the
same time either by dragging around the trunk lines to include or by holding down the
CTRL key while you make your selection.
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Reporter
2. Follow the instructions as outlined in the Export Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections.
Welcome Page
The Welcome page of the Export Wizard allows you use any saved settings
from a previous export. If this is the first
time you have used the Export Wizard,
the only available option is [None]. If
you have used the Export Wizard
before, you can either select a saved setting or use [None] to create a new setting. Click Next to continue.
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REPORTER
NOTE: You define the setting names when you apply advanced information.
REPORTER
Web Page (HTML, ASP): Outputs the report as an HTML file for viewing in a
web browser or on Active Server Pages (ASP). When exporting to HTML, the
default web template is used unless you configure advanced settings. Exporting
to a web page is only supported if you have an Auto Reporter license.
WAP Page (WML): Outputs the report as a WML (Wireless Markup Language)
file for viewing on a mobile phone or PDA. When exporting to WML, the default
WML template is used, unless you configure advanced settings. Exporting to a
WML page is only supported if you have an Auto Reporter license.
Director Workforce Management Export: Outputs the report for importing into
Blue Pumpkin Softwares Director Essential or Director Enterprise Workforce Management software. Although this export format can be used with any
report, it is intended for the Director: Calls by Hunt Group report which outputs the last 15 minutes of statistics for each hunt group. Ideally, this format
should be scheduled every 15 minutes. If you configure Director Essential or
Director Enterprise to import the created file every 15 minutes, you can use
Director Essential/Enterprise to provide reports on workforce management.
The wizard automatically creates a default filename based on the name of the report
and the format you have chosen. You can, however, override the filename or use the
ellipsis () button to display the standard Windows Open File dialog so that you can
browse for a different filename.
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Reporter
To customize some of the export settings or to save these settings for later use, select I
would like to configure Advanced Settings before clicking Next. The next page that
displays will vary depending on the file format you have chosen.
If you do not want to customize any of the settings, do not check I would like to configure Advanced Settings and click Finish. The report will immediately export to
the file name/location you specified in this screen.
Output numeric values as numbers: Select this option to output numeric values
in the report as numbers. This is useful in performing calculations on the data, but
it can make viewing the data a little harder. For example, if you exported a record
containing a call duration of five minutes 30 seconds, this option would output
the value as 330 (5 minutes x 60 seconds = 300 seconds + 30 seconds = 330 seconds).
Output numeric values as text and numbers: Select this option to output
numeric values in the report first as formatted text and then in another column as
the actual number. This means that every numeric field in your report will contain
two columns. This option allows you to still view the CSV export easily because
the text is available and perform calculations on the export because the numeric
values are available.
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REPORTER
Output numeric values as formatted text: Select this option to output numeric
values in the report as formatted text as it would appear in the report window.
This is useful if you want the CSV file for text processing. However, this option
is not recommended if you want to perform calculations on the data. For example, if you exported a record containing a call duration of five minutes 30 seconds, this option would output the value as 00:05:30.
Field Separator: Select or enter the character used to separate the fields in the
CSV file. Although CSV files get their name because the values are separated by
commas, some applications require a different separating character. If your character cannot be typed, enter the ASCII character value surrounded by square
brackets (e.g., [24] for ASCII value 24, which is the same as CTRL X).
Text Delimiter: Select or enter the character to use in the CSV file that surrounds
any text. Usually, double quotes are used to denote text fields in a CSV file, but
you can change this to be any character or no character. If your character cannot
be typed, enter the ASCII character value surrounded by square brackets (e.g.,
[24] for ASCII value 24, which is the same as CTRL X).
NOTE: It is not recommended that you use ASCII values as separators or delimiters in
your CSV files. This option is provided as an advanced feature for those experienced
users who may require it. During everyday use, however, there is little reason to change
the separators and delimiters from those available in the list.
Click Next to advance to the next page.
Export Completion
REPORTER
If you have configured any advance settings, this page will display. In this
screen, you can choose to launch the
exported file upon completion and save
the settings for later use.
This page includes the following fields:
Open exported file in the default
application: Select this option to
open the exported file with the
default application for the file type
once the export is complete. These default associations are configured from
within Windows Explorer. Consult your Windows manual or online help for further information on file associations and how to configure them.
Do not open exported file at all: Select this option to export the file without
opening it.
Open exported application with this command line: Select this option to specify a command line that will be executed upon export completion. If selected, you
can either enter the command line to include or click the ellipsis () button to
display the following command options:
Browse For Filename: Select this option to browse for a file to set as the
command line. Although you will probably need to add command line
options to whichever file you choose, this is a quick way of getting started.
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Reporter
Insert | Output Filename: Select this option to insert the [Filename] placeholder into the command line rather than having to type the actual filename
of the exported file. This placeholder is expanded at export time to the full
path of the exported file. This allows you to save your command line settings
and use them for different exports.
Insert | Output Filename (No Extension): Select this option to insert the
[FilenameNoExt] placeholder, which expands at export time to the full path
of the exported file without an extension. For example, if your export file
was called C:\My Export.csv, this setting would return C:\My
Export. This is useful when you are passing the exported file to an application that converts the file into some other format.
Insert | Report Name: Select this option to insert the name of the exported
report. It inserts the [ReportName] placeholder, which expands at export
time to the name of the report.
Installed Applications: Select the application that you want to open with the
command line. The menu will list the applications that installation program
detected on your computer. See Opening an Export with Installed Applications on page 117 for further information.
Saved Settings: Enter a name for your settings if you want to save them for later
use. Or, select a current setting to overwrite the existing settings. If you save your
settings, the next time you use the Export Wizard, you can choose your settings
to default the export.
Click Finish to export the report using your chosen settings.
If you configured the advanced settings of an export in the Export Wizard, you can
choose to open the export file with a given command line. During installation,
Reporter searches for installed applications on your computer and can provide some
default settings for these command lines. The default applications that Reporter
searches for include:
Notepad: Most of the export formats can be opened in Notepad, which is
installed with Windows. It is not recommended to open Excel or Word documents with Notepad.
Excel 2000: All of the default export formats, except for Microsoft Word, can be
opened with Excel 2000.
Excel 97: Excel 97 can be used to open CSV files and Excel spreadsheets.
Word 2000 / 97: Word can be used to open to all of the default export formats
except for Excel spreadsheets.
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REPORTER
HanDBase for PalmOS: This option should be used when exporting to CSV. It
launches the HanDBase Desktop application to convert the CSV file to HanDBase format, and then it prepares the database so that it will be synchronized with
your Palm handheld the next time that you Hotsync. HanDBase is available
from www.ddhsoftware.com.
REPORTER
When you click Finish to complete the E-Mail process, Reporter will prepare the file
for export and then export the file. Next it will display the standard Windows dialogs
that allow you to select your e-mail profile and other options.
NOTE: You must have a MAPI-compliant messaging system installed and correctly
configured on your computer for this option to work properly. This includes Microsoft
Outlook and/or Microsoft Outlook Express.
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Reporter
2. Follow the instructions as outlined in the Publish Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections.
NOTE: You need a destination site for publishing the report. Because creating a site
can require extensive IT experience, it is recommended that you create a site and test it
before publishing.
Welcome Page
The Welcome page of the Publish
Wizard allows you use any saved
settings from a previous publish. If
this is the first time you have used
the Publish Wizard, the only available option is [None]. If you have
used the Publish Wizard before,
you can either select a saved setting or use [None] to create a new
setting. Click Next to continue.
REPORTER
NOTE: You define the setting names at the end of the wizard.
Site Page
When publishing a report, you
must choose the site where the file
will be published.
Either select an existing site from
the drop-down list or click Add to
create a new site (see page 118 for
instructions).
The site that you choose will affect
where your data is published and
which template is used to convert
your report to HTML or WML.
Click Next to continue.
119
NOTE: If you do not have a valid site name entered, an error occurs, and you cannot
continue.
Filename Page
The Filename page allows you to
specify a destination filename for
your report.
Either enter a filename (no path) or
click the ellipsis () button to
invoke the standard Windows File
Open dialog. Once you have a filename entered, click Next.
Many web servers do not support
certain characters in filenames. For
this reason, Reporter converts capital letters to lowercase, converts
spaces to underscores, and removes certain non-alphanumeric characters which are
not supported.
REPORTER
NOTE: Some of the templates provided with Reporter will create several files when
you publish a report. This is often used when publishing to WML (WAP) files because
most mobile devices have very little memory and cannot display large pages. Because
of this, such templates export several files, with each file containing a small number of
records. This leads to a larger number of published files. This is one reason why it is a
good idea for each site to be published to its own folder, even when published to the
same server.
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Reporter
To start an import, choose the Import option from the main menu. Then configure the
options as outlined in the Import Wizard. For details about each page, see the following sections.
121
REPORTER
NOTE: Importing previous version's reports is not recommended because it will create
a filter for each imported report. It may be more convenient to recreate old reports so
that you can take full advantage of all the new features.
Other User's Reports: Select this option to import V3.1 Reporter reports
(REPORTS.CVD file).
Once you have selected the import type, click Next to continue.
122
Reporter
123
CUSTOMIZING REPORTER
Reporter has several configurable options, including the service level, that are applied
globally to the application.
To configure the application to suit your needs:
1. Click the Options
button or select Options from the main menu (
Options screen is displayed.
). The
Account Codes: Allows you to specify account codes used for reporting
purposes.
Service Levels: Allows you set service levels and answer for calculating statistics.
Durations: Allows you to set miscellaneous times used for calculating statistics.
Call Costing: Allows you to configure local dial codes for calls costing purposes.
Erlang B/C: Allows you to configure parameters used when calculating the
Trunks Required and Agents Required statistics.
REPORTER
Licensing: Allows you to change the license level you are using or to enter
Demo Mode.
3. Click OK when finished or click Cancel to exit without saving changes. You are
returned to the main screen.
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Reporter
Service Level: Use this field to set the time frame within which all calls should
be answered. This is used to calculate the % Service Level statistic the percentage of calls answered within the service level time.
NOTE: All times on this page can either be entered as ?h ?m ?s or as hh:mm:ss.
Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute
15 seconds, etc.
125
REPORTER
Durations Tab
The Durations tab allows you to program the Call Rate Period and other
timers that affect how statistics are calculated.
This page includes the following
fields:
Call Rate Period: Enter the time
period used to calculate the number of calls to include in the following Call Rate statistics:
Inbound Call Rate, Outbound Call
Rate, Abandoned Call Rate, and
% Service Level. The Call Rate
statistics are the number of a certain type of call that occurred
within the last number of minutes. The defaults to half an hour (30 minutes).
Short Call Level: Enter the time period used to determine which calls are short
calls and, therefore, less likely to be business-generating calls. The default is 20
seconds.
NOTE: The Call Rate Period and Short Call Level times can either be entered as ?h
REPORTER
Quick Abandoned Calls: Select Ignore abandoned calls that rang for less
than and enter the number of seconds that a call must ring before it is not
ignored. When enabled and a value is set, Reporter will not calculate calls that
were abandoned within n seconds. For example, if you enter 3, any calls that
are abandoned within three seconds are considered answered, not abandoned.
This feature allows you to ignore calls that were abandoned very quickly. Normally, an abandoned call reduces your service level because it is counted as a call
that was not answered within the specified time. With this option enabled, however, calls that rang for less than the Quick Abandoned Time are considered as
answered when calculating the service level.
NOTE: This feature only affects the service level statistics. No other statistics are
altered.
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Reporter
Normally, local call charge records include numbers 2-9, and other numbers are categorized into different groups, each with its own call charge record. The dial code list
for each record, which does not include the long distance dial prefix (see below), typically needs to contain a list of area codes for each of the numbers (i.e., the first three
digits).
NOTE: NEVER include the long distance code 1 because Server automatically strips
this digit off of telephone numbers before they end up in a trunk call record.
ALSO: When Reporter prompts for Local Dial Codes at start up, the defaults are 2-9,
211, 311, 511, 811, 1211, 1311, 1511, and 1811. It is recommended that you ADD your
local area codes to this list instead of replacing them.
127
REPORTER
Licensing Tab
REPORTER
128
Reporter
Reporter Pro: Select this option for all report functionality, including ACD
agent support. If the Server has no Pro licenses remaining, it will attempt to use a
Reporter license.
Demo Mode: Select this option to use Reporter in the demonstration mode. This
mode will not connect you to a Server, but it will use demonstration data stored
on the local hard drive. When selected, you are allowed to choose which license
you wish to demo.
NOTE: Auto Reporter is licensed separately from Reporter and is not an available
option in this screen.
AUTO REPORTER
Auto Reporter is a new module that requires the Auto Reporter license. If you have
purchased this license, you can access Auto Reporter from the main menu of either
Reporter or Reporter Real-Time.
With Auto Reporter, you will receive the following features:
Scheduled Reporting: Allows you to schedule reports to be run at intervals
ranging from every 15 minutes to once a month. Reports can be automatically
displayed, printed, exported, publish to the Internet, or e-mailed.
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REPORTER
Batch Reporting: Allows you to batch several reports together and perform the
same action on all reports at once. For example, you can print your monthly
reports all at the same time or publish key reports to the Internet every day.
To successfully publish reports and statistics, you need access to a web server. For
this server, you can use a company web server, your own PC, or even an Internet Service Provider (ISP). While this document will cover some of the various web server
configurations, be careful. An invalid web server configuration can result in a nonfunctional web server.
NOTE: Because using certain aspects of Auto Reporter requires extensive knowledge
of computer servers, this guide describes how to create schedules only. For detailed
information about other features of Auto Reporter, see the Users Manual.
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Reporter
Schedule List
This screen allows you to configure your report schedules and includes the following
elements:
Toolbar: Includes buttons that provide quick access to various features of the
application.
Each of these elements is described in detail in the following sections.
Schedule List
The schedule list shows all of the currently programmed schedules. For each schedule, the following information is displayed:
Name: Displays the name of this schedule.
Schedule: Indicates how often this schedule occurs (e.g., Fire every 15 minutes
from 09:00).
Last Ran At: Displays the date/time that this schedule last ran, either because of
a schedule or because it was manually executed.
Next Fire Time: Indicates the next time that this report is scheduled to execute.
Action: Displays the action that this schedule will perform on the associated
reports.
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REPORTER
Schedule List: Displays a list of the current schedules that you have created.
In addition to these fields, each item in the list displays a small icon next to it. These
icons indicate the current schedule state, as described in the following table.
Icon
Description
Indicates
Green Circle
Yellow Circle
Yellow Arrows
Gray Circle
Red Circle
If desired, you can right-click on an item in the schedule to display a list of options
that are appropriate for the schedule.
REPORTER
NOTE: You only need to use the Auto Reporter main window to configure schedules.
Once you have closed the Auto Reporter window, schedules will continue to fire accordingly. However, if you close Reporter, the schedules will no longer fire.
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Reporter
Toolbar
The toolbar contains a number of buttons that let you control Auto Reporter. Some of
the buttons display pop-up menus, while others perform a command immediately. The
following table provides a description of the various toolbar buttons and their function.
Button
Function
Main Menu
New Schedule: Creates a new statistic schedule and displays the Add Schedule
dialog (see page 134). This is the same as clicking the
button in the toolbar.
New Alarm Schedule: (Reporter Real-Time Only) Creates a new alarm schedule
and displays the Add Schedule dialog (see page 134).
New Readerboard Schedule: (Reporter Real-Time Only) Creates a new readerboard schedule and displays the Add Schedule dialog (see page 134).
Sites: Displays the Sites dialog, allowing you to manage your sites (see the
Users Manual). This is the same as clicking the
button in the toolbar.
Events: Displays the Events dialog, allowing you to view recent events (see the
Users Manual). This is the same as clicking the
button in the toolbar.
Enable/Disable Schedule: Enables or disables the highlighted schedule (see
page 140). If you enable a schedule after it fire time has elapsed, the schedule
will immediately run. This option changes depending on the current status of the
schedule.
Help Topics: Displays Auto Reporters on-line help.
Call Center User Guide
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To display the main menu, click the main menu button in the toolbar. This menu contains the following options:
Schedules
You can create several different schedules, each designed to perform a different
action. For example, you can have one schedule that sends reports to a printer while
another schedule publishes reports to the Internet. In addition, you can have one
schedule activate several reports, allowing you to batch reports and run them automatically.
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General Tab
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Reporter
General Tab
The General tab allows you to name the schedule and define how frequently the schedule will
fire. This tab includes the following fields:
Schedule Name: Enter a unique name that
identifies the schedule.
Every X Schedule: Select this option to
create a schedule that will fire on an interval basis. Then select the desired interval
and select the units for the interval. For
example, to create a schedule that fires
every hour, enter 1 as the interval and
select Hours as the unit. Or, you could
enter 60 as the interval and select Minutes as the unit. You should also choose the
time of day when the schedule should first
fire.
Every Day of Week Schedule: Select this option to create a schedule that will
fire on a particular day of the week. Then select the day of the week on which
you want the schedule to fire. You can also choose Weekdays, which will fire the
schedule once a day for each weekday, and Weekends, which will fire the schedule once a day during the weekend. You should also choose the time of day when
the schedule should first fire.
On Demand: Select this option to fire the schedule only when you select the
schedule in the schedule list and choose Run Now. If selected, the schedule will
not automatically fire.
Starting At: Specify the time of day when the schedule should start. You can
either enter the time of day in the box or click the ellipsis button to quickly pick
from a list of common times. When scheduling a report to run once a day, this
field denotes the time the report will run each day. When scheduling a report to
run more frequently than once a day, this field indicates the time of the schedule
is first fired. For a schedule that frequently fires, the start time is almost irrelevant.
NOTE: This field does not apply if you selected On Demand as the schedule
interval.
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Every Day of Month Schedule: Select this option to create a schedule that will
fire on a particular day of the month. Then select the day of the month on which
you want the schedule to fire. You should also choose the time of day when the
schedule should first fire.
Reports Tab
The Reports tab allows you to configure the
reports that the schedule will fire and what
action will be taken on the reports. This page
includes the following fields:
Report List: Click Add to display a menu
of reports that can be added to the report
list. You can select more than one report for
this schedule, allowing you to batch reports.
NOTE: You can only add one instance of
each report to the report list. Once a report
is added to the list, it cannot be added again.
To remove a report from the list, select the
report and click Remove.
Action: Select the action to perform on these reports. The available actions
include:
View reports: Launches the reports in the main report window as if you had
run them yourself. If any of the reports are already on display, they are
refreshed rather than re-opened.
REPORTER
Print reports: Prints the reports to the printer, based on each reports current
print settings. It is recommended that you manually print each report that you
intend to schedule first to ensure that your chosen print settings are correct.
Export reports: Exports the reports to the filenames that you choose when
you configure the action. On a scheduled export, you cannot launch the
exported files either with the default application or with a specific command
line. If you select an export action, click Configure to choose advanced
options for the export (see page 113). Auto Reporter will not accept the
schedule until this is complete.
Publish reports: Publishes the reports to the site that you choose when you
configure the action. If you select a publish option, click Configure to
choose advanced options for the publishing (see page 118 for programming
details). Auto Reporter will not accept the schedule until this is complete.
See the Users Manual for a list of Auto Reporter templates.
E-mail reports: E-mails the reports to the addresses that you choose when
you configure the action. If you select an e-mail option, click Configure to
choose advanced options for e-mailing (see page 118 for information about
the E-Mail Wizard and the following pages for information about additional
screens). Auto Reporter will not accept the schedule until this is complete.
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Reporter
NOTE: If you click Configure for exporting, publishing, or e-mailing reports, the
appropriate page of the associated wizard is automatically invoked. For example,
if you click Configure for publishing reports, the Publish Wizard is displayed.
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E-Mail Options
When e-mailing reports in a
schedule, you must specify the email destination and the contents
of the message. Auto Reporter
will include the exported reported
files as attachments in your message.
While in this screen, complete the
following fields:
To: Enter a semi-colon-separated list of destination e-mail
addresses. Or, click To to display your standard address book.
CC: Enter a semi-colon-separated list of e-mail addresses that will receive a cc of
the message. Or, click CC to display your standard address book.
Subject: Enter a suitable subject to use for the message.
Message: Enter your message text to include in the message body when sending
the e-mail.
Statistics Tab
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Remove: Click this button to remove the highlighted statistic from the list.
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Reporter
Filter: Click this button to display a list of filters that have been created in
Reporter Real-Time. When you select a filter from the list, it is automatically
applied to the highlighted statistic.
Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export; and
for alarms, this is Publish.
You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113
for Export Wizard information and page 118 for Publish Wizard information). You
must configure your statistics before can accept your changes.
NOTE: If you specify a large time period with lots of alarms firing, the schedule
may not be able to publish alarm events for the entire period. This is because the
alarm list has a maximum size of 20,000 alarm events.
Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export, and
for alarms, this is Publish.
You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113
for Export Wizard information and page 118 for Publish Wizard information). You
must configure your statistics before can accept your changes.
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Editing a Schedule
To edit an existing schedule:
1. EITHER, Highlight the desired schedule and click the Edit button on the toolbar.
OR, Right-click the schedule to edit and select Edit Schedule from the menu.
2. Make the necessary changes in the tabs described under Creating a Schedule.
3. Click OK when finished or click Cancel to exit without saving changes.
The schedule is inactive while being edited and will not fire.
Deleting a Schedule
To delete a schedule, highlight the schedule to delete and click the Delete button on
the toolbar. Or, right-click the schedule to delete and select Delete Schedule. At the
prompt, click Yes to delete the schedule or No to cancel the action.
NOTE: Once a schedule has been deleted, it cannot be retrieved without recreating
the original schedule.
Enabling/Disabling Schedules
When you create a schedule, it is automatically enabled and will fire at the subsequent
scheduled fire times. There may be occasions, however, when you do not want the
schedule to fire. During these times, you must disable the schedule.
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Reporter
Reporter Real-Time
Reporter Real-Time (or Reporter RT) is an application that shows real-time external
call statistics, allowing you to see real-time details against all or selected call criteria
on the telephone system. Not only will it show the current extension, agent, and trunk
activity, it will include detailed information such as the callers identity, DID number
used, etc. With Reporter Real-Time, you can tell who is involved in a call (including
the distant end), how long the call took to answer, and how long the call has been in
progress. You can also summarize information across the telephone system or by
extensions, agents, or trunks. You can filter information, enabling you to summarize
information based on group, DID number, telephone number, etc. You can also add a
Direct Station Selection (StationViewer) tile, that allows you to monitor the current
call activity of extensions and/or agents.
Extension For Call Control: Enter the supervisors extension device number
(not agent ID). If you have connected Server to an Inter-Tel telephone system,
you should also enter the supervisors Talk voice mailbox (if the site has a Talk
voice mail system).
Finished: Click Finish.
You can modify these configurations at any time while running Reporter, as described
in the Users Manual.
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Search For Server: If the network configuration on your computer is correct and
Server has already been appropriately configured, Reporter Real-Time should
automatically list the CTI Servers available on the same computer network. You
may have to wait several minutes while Reporter Real-Time interrogates the
computer network. Select the CTI Server (Server) to connect, then click Next.
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Extensions In Support Groups: This filter restricts the Extension List tile to
show only individuals within the group that the supervisor manages. To program
this filter, add a new filter (see page 185). Then, in the General tab, enter the
extensions that represent the supervisors team (e.g., 220-240, 245).
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Reporter Real-Time
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Tile Area
Toolbar
The toolbar contains a number of buttons that let you control Reporter Real-Time.
Some of the buttons display pop-up menus, while others perform a command immediately, as described in the following table.
Button
Description
Displays the main menu where you can access most commands (see
page 145).
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Reporter Real-Time
Button
Description
Tile Area
The Tile Area is a container for all tiles. You can move the Tile Area around by clicking on the light blue background and dragging it.
Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:
Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 185). This is the same as selecting the Filter Manager button ( ) in
the toolbar.
Network: This option displays the Network Settings dialog box, allowing you to
configure the network connection to the CTI Server (Server). This is the same as
selecting the Network button ( ) in the toolbar.
Help Topics: Displays the help file.
About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes Reporter Real-Time and saves the current configuration.
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Options: This option displays the Configure View dialog box, allowing you to
configure global options (see page 185). This is the same as selecting the Options
button ( ) in the toolbar.
Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area.
Add Tile: Allows you to add a tile (see page 158). This is the same as selecting
the Add Tile button (
) in the toolbar.
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want
to remove).
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Reporter Real-Time
Node Status
The node status dialog provides a continually updated view of the state of all nodes in
a multi-node telephone switch environment. Each node is displayed as a single line
consisting of a status icon, node number, node description and status text.
When the telephone system is started, each of the nodes is placed in a list. Server processes these nodes sequentially. Nodes that are waiting to be initialized have a Waiting for Initialization status associated with them. As Sever processes each node
individually, the node being processed is moved to the Initializing state. Once initialized, the node is considered active. If the number of licences that are available is less
than the number of nodes in the system, those nodes that exceed the license limit are
marked as'Unlicensed.
NOTE: The node status dialog is only available when Reporter Real-Time is running in
conjunction with the Inter-Tel telephone system and Server is connected through the
CT Gateway application to a system of networked telephone system nodes. Additionally, Server also needs to be appropriately licensed for the number of telephone system
nodes, as depicted by the Number of Nodes license.
To access information on node status, from the main toolbar, click the Node Status
icon ( ).
The following status icons are available for nodes.
Icon
Description
Disabled. This status is displayed if the node that the status icon depicts, is disabled.
Waiting for Initialization. This status is displayed if the node that the status icon
depicts is waiting for initialization. The node is in the list of nodes that is to be
processed by Server.
Active. This status is displayed if the node that the status icon depicts is active.
Unlicensed. This status is displayed if the node that the status icon depicts is
unlicensed. Nodes are only marked as being unlicensed if the number of nodes
on the system is greater than the number of node licenses that are available.
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Initializing. This status is displayed if the node that the status icon depicts is
being initialized. Server is currently processing the node.
TILES
The basic building block of Reporter Real-Time is the tile. There are several types of
tiles, each of which can display information in different ways. Based on the type of
information you want to see, you should choose the appropriate type of tile, as
explained in this section.
Deskboard Tiles
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Deskboard tiles are used to display a single call summary statistic. If you only want to see information for a
particular set of extensions, such as a particular group
of agents, you can add a filter to the tile. The statistic
can also have an associated alarm, which will notify
you when the statistic falls within a certain range.
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Reporter Real-Time
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StationViewer Tiles
StationViewer tiles display StationViewer buttons that indicate
the current status of an extension or agent. Each button contains
a lamp (bulb) and an icon that depicts the state of the device. The
device extension and description (usually the username) is also
displayed, allowing you to easily identify who is busy, idle, etc.
StationViewer list tiles are not filtered like other tile types.
NOTE: When you add a StationViewer tile, it is empty. You must
populate the tile with extensions or agents as described on
page 167.
The lamp indicators are configurable, allowing you to choose the desired color for
busy, DND, idle, etc. (see page 167). The icons, however, are not configurable and
differ for extensions and agents, as indicated in the following table.
Button
Description
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Reporter Real-Time
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151
The images in the Status field change, depending on the status of the call that is active
at the extension, as described in the following table.
BUTTON
DESCRIPTION
When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the extension numbers based on the number of calls in,
select Calls In first, then hold down the SHIFT key and select No/ID.
You can also auto-size a column by selecting the column header while holding down
the ALT key.
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REAL-TIME
This tile displays various statistics per agent using either icons or a report list. In addition to displaying information, such as the Caller ID of the call at the agent extension,
the tile can display summary information for each agent, such as total time logged
in,% busy time, etc. The list can also have an associated alarm, which will notify you
when the agent has been in a particular state for longer than a specified period.
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Reporter Real-Time
This tile uses a color scheme to indicate the status of the agent. For example, the
background color of each list item denotes whether the agent is free, busy, etc.
The images in the Status field change, depending on the status of the agent, as
described in the following table.
BUTTON
DESCRIPTION
When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the agent extension based on the number of completed
calls in, select Completed Calls In first, then hold down the SHIFT key and select No/
ID.
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You can also auto-size a column by selecting the column header while holding down
the ALT key.
This tile displays various statistics per trunk using either icons or a report list. In addition to displaying information, such as the Caller ID of a call on the trunk, the tile can
display summary information for each trunk, such as calls handled, average ring time,
etc. The list can also have an associated alarm, which will notify you when calls on a
trunk have been ringing for longer than a specified period.
This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON
DESCRIPTION
When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the trunk line number based on the extension where the
call first rang, select First Rang On first, then hold down the SHIFT key and select
No/ID.
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ALSO: You can double-click on a tile in the list to select that tile type and automatically proceed to the next page of the wizard.
Choose a Statistic: Select the statistic you want to display in the tile, and click
Next.
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Choose your Statistics: Select the statistics you want to display if you selected
the Multi Stat or Graph (Multi Stat) tile type, and click Next. You have the following options:
To add a statistic, highlight the statistic in list box on the left and click Add.
The statistic will appear in the list box on the right.
To remove a statistic, highlight the statistic in the list box on the right and
click Remove. The statistic will appear in the list box on the left.
NOTE: When creating a Graph (Multi Stat) tile, you can only choose statistics that
use the same unit of measurement (e.g., time, number, etc.). You can initially
choose any statistic to add, but you will not be allowed to add subsequent statistics unless the units are the same. The Add button is grayed-out if you have
selected a statistic that uses different units.
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Reporter Real-Time
Choose a Device Type: Select the type of device you want to graph, and click
Next. This page only displays if you selected a Graph by Device tile type.
Choose a List Type: Select the type of information you want displayed for a list
tile, and click Next. This page only displays if you selected an Extension, Agent,
or Trunk List tile type.
Choose a Device: Use the drop-down box to select the device for which you
want to display details, and click Next. This page only displays if you selected an
Extension or Agent Detail tile type.
Choose an Update Interval: Enter the time interval, using the format hh:mm:ss,
to indicate the time period you want to use for displaying data, and click Next.
This page only displays if you selected the Graph over Time tile type.
Choose a Filter: Select whether you want to create a new filter, not use a filter,
or choose a filter from the list.
If you select Choose a filter from the list, the list box will display all available filters. Select a filter, and click on Next.
If you select Dont apply filter, the All Calls filter is applied to the tile.
Click Next.
If you select Create a filter, the next page that displays will allow you to create a basic filter. Click Next.
Create a Filter: Enter a name for the filter, select the type of filter you want to
apply (e.g., by extension, agent, or DID), and use the drop-down box to identify
the devices you want to include, separated by commas. Click Next when finished.
This page only displays if you selected Create a filter from the Choose a Filter
page.
Congratulations: Select Show the tiles properties once it has been created
to immediately display the property sheet (see the next section). Do not select this
option if you want the main window to display. Click Next to create the tile.
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Caption: Enter the title you want displayed above the tile.
Reporter Real-Time
Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.
Properties: Displays the Configure Statistic dialog for the selected statistic. This
allows you to change the statistic being
displayed, the color of the statistic, and
whether or not an alarm is associated with
the statistic.
To change the statistic to display, select the
ellipsis (...) button and choose the new statistic from the menu.
To change the text colors, use the dropdown box to make your selection.
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Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
4. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is added to the Tile Area.
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Reporter Real-Time
Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.
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REAL-TIME
NOTE: You cannot graph statistics that use different units, and Reporter RealTime will restrict the available statistics based on your current selection. If you are
creating a new tile, you can initially select any statistic. Once you have added that
statistic, however, the Add menu will only display those other statistics that utilize
the same units. If there are no other statistics available, the Add button will be disabled (grayed-out).
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Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.
Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
Graph Style: Use the drop-down list to select the style of graph you want to
display. The available options depend on the data you are including.
To change a statistics color, click on the color box, or select the statistic and press
the space bar on your keyboard. Then make your selection from the list of available colors that displays.
5. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is included in the Tile Area.
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Reporter Real-Time
Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.
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Current Value Displays As Average: Select this option to display the current value as a moving average, rather than the value of the statistic at the
end of the time interval. If you selected Show current value and you check
this box, the current value is displayed as an average. This is useful for statistics such as Busy Lines or Inbound Call Rate.
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Style: Use the drop-down list to choose the format of the graph. Your options
are Bar Graph, Area Graph, or Line Graph.
7. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
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Reporter Real-Time
Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.
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Graph Style: Use the drop-down list to select the style of graph you want
displayed.
Use Device Description For Labeling Items: Select this option to include
the device numbers in the X-axis. If this is not selected, device descriptions
will be used as item labels.
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5. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
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For extension mode, you can configure the bulb colors for the following
states:
Alerting Color: Specifies the bulb color for a device that is currently ringing.
Idle Color: Specifies the bulb color for a device that is not on a call, in
DND, or alerting.
For agent mode, you can configure the bulb colors for the following states:
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Logged Out Color: Specifies the bulb color for an agent that is currently
logged out of the hunt group.
Free Color: Specifies the bulb color for an agent that is logged in and is not
currently on a call.
Reporter Real-Time
Free (E-mail) Color: Select the color in which you want agents in the free
(e-mail) state to be drawn.
Busy (Call) Color: Specifies the bulb color for an agent that is logged in and
on a call.
Busy (E-mail) Color: Select the color in which you want agents in the busy
(e-mail) state to be drawn.
Wrapup (Call) Color: Specifies the bulb color for an agent that is in wrapup mode for a call.
Wrapup (E-mail) Color: Select the color in which you want agents in the
wrapup (e-mail) to be drawn.
DND Color: Specifies the bulb color for an agent that is logged in but is currently in DND.
5. Click OK when finished or click Cancel to exit without saving any changes. If
you click OK, the StationViewer tile is added to the Tile Area.
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Always Show The Same Items: Select this option to show all extensions/
agents/trunks with a device number contained within the filters extension/
trunk or agent group list, regardless of whether or not a call is active on the
extension/trunk. If this is unchecked, the list will only show extensions/
agents/trunks that are currently on a call that conforms to the rules of the filter.
Color and Alarm Based On Call State: Select this option to highlight
extensions/agents/trunks in the list based on the type of call active at that
extension/trunk (e.g., inbound or outbound, ringing, or answered). The list
can also be alarmed against ring time so that extensions/agents/trunks in the
list flash if a call has been ringing for longer than a given period of time.
This option enables the Call Colors and Call Alarms tabs of the property
sheet.
Color and Alarm Based On ACD Agent State: Select this option to highlight extensions/agents in the list based on the status of the ACD agent
logged in at the corresponding extension. The list can also be alarmed
against the amount of time agents are spending in different agent states. This
option enables the Agent Colors and Agent Alarms tabs of the property
sheet.
NOTE: This option is not available if you are creating a Trunk List tile.
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Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred
filter for this tile. If Always show the same items is checked, only the Extension/Trunk or Agent list part of the selected filter will be used (i.e., the
extensions/trunks or agents listed in the General page of the filter). See
page 185 for details on filters.
Reporter Real-Time
On Hold Color: Indicates the text color for extensions/trunks that are currently on hold.
NOTE: The fields in the Call Colors tab are only enabled if the Color and alarms
based on call state option is checked in the General tab (page 170).
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4. Select the Call Alarms tab, if applicable, and complete the following
fields:
Alarm Settings: Click this button to program the alarm settings (see page 48). The alarm
you program, however, will not
fire unless you select the Enable
the alarm option.
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Wrapup (call) color: Identifies agents that are in the wrapup state.
Wrapup (e-mail) color: Select the color in which you want agents in the
wrapup (e-mail) to be drawn.
Reporter Real-Time
NOTE: The fields in the Agent Colors tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab
(page 170).
ALSO: This tab is not available if you are creating a Trunk List tile.
6. Select the Agent Alarms tab, if applicable.
Complete the following fields:
Alarm free state: Select this
option to enable an alarm for any
agent who is in the free state for a
certain period of time. Once
selected, the Alarm Settings button will be enabled (see page 48
for information on programming
alarms). To deactivate the alarm,
deselect this option.
Alarm busy (call) state: Select this option to enable an alarm for any agent
who is in the busy state for a certain period of time. Once selected, the Alarm
Settings button will be enabled (see page 48 for information on programming
alarms). To deactivate the alarm, deselect this option.
Alarm busy (e-mail) state: Select this option to enable an alarm for any
agent who is in the busy (e-mail) state for a certain period of time. Once
selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option.
Alarm wrapup (call) state: Select this option to enable an alarm for any
agent who is in the wrapup state for a certain period of time. Once selected,
the Alarm Settings button will be enabled (see page 48 for information on
programming alarms). To deactivate the alarm, deselect this option.
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REPORTER
REAL-TIME
Alarm wrapup (e-mail) state: Select this option to enable an alarm for any
agent who is in the wrapup (e-mail) state for a certain period of time. Once
selected, the Alarm Settings button will be enabled. To deactivate the alarm,
deselect this option.
Alarm DND state: Select this option to enable an alarm for any agent who
is in the DND state for a certain period of time. Once selected, the Alarm
Settings button will be enabled (see page 48 for information on programming
alarms). To deactivate the alarm, deselect this option.
NOTE: The fields in the Agent Alarms tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab
(page 170).
ALSO: This tab is not available if you are creating a Trunk List tile.
7. Select the Fields tab. The list on the left
displays the currently selected fields to be
displayed. Each element of the list contains a description of the field, how the
field is sorted (if applicable), the position
of the field, and the sort order (in brackets). You have the following options:
BUTTON
DESCRIPTION
REPORTER
REAL-TIME
NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays No/ID [1] and
Calls In [2], the list is first sorted based on the No/ID field and then sorted again
based on the Calls In field while maintaining the integrity of the first sort. The information in this page only applies to lists that are using the large icon or report view,
as selected in the General page.
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To change the sorting order, select the sort button of the field you want to
sort, and make your selection from the menu.
Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.
Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
8. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
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REAL-TIME
175
Graph of Todays Call Summary: Select this option to display a bar graph
of the number of calls handled by the device today.
Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred
filter for this tile. See page 185 for details on filters.
3. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
Editing a Tile
To edit a tile:
1. Double-click on that tiles statistics, or right-click on the tile and select Properties from the shortcut menu.
2. Change the settings as desired.
3. Click OK when finished, or click Cancel to exit without saving changes.
Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove. At the
prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 74 in the RealViewer section).
Tiles are freely moveable and sizeable within the space of the Tile Area.
Moving Tiles
You can move tiles by clicking and dragging on the tiles caption. You can also move
tiles, except the list tiles and StationViewer tiles, by clicking and dragging anywhere
on the tile itself.
NOTE: The list tiles (i.e., Extension, Agent, and Trunk) have call control functionality. If
you click on the list itself (i.e., not the caption), the call control shortcut menu will display
(see page 180).
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Sizing Tiles
You can resize tiles by clicking and dragging on the edge of a tile. Note that by repositioning tiles using the appropriate toolbar buttons (e.g.,
which repositions tiles
in a grid format), tiles are resized to their optimum size for that style.
Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window. To zoom a tile, double-click on its caption,
or right-click on the tile and select Zoom. On some systems, you can zoom the tile by
single-clicking the tile with the Wheel button of the mouse. Repeating the zoom
action will unzoom the tile.
Switching Tiles
The View ( ) button is similar to the Window menu used in standard Windows
applications. When you select this button, a list of tiles in the Tile Area displays. To
switch to a particular tile, select it from the list. The focus will then shift to the
selected tile.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.
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REPORTER
REAL-TIME
To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and selecting Paste. The tile will be pasted next to the tile where you right-clicked to perform
the paste.
Arranging Tiles
You can control the way Reporter Real-Time arranges tiles on your screen.
REPORTER
REAL-TIME
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Reporter Real-Time
REPORTER
REAL-TIME
179
To arrange tiles with the lists at the bottom, click the down arrow next to the
button in the toolbar and select Tile In List. The tiles are automatically arranged in one
column with one row for every tile, as shown below.
CALL CONTROL
A special feature of the list tiles is the ability to control calls from the supervisors terminal. This is
achieved by using the call control menu, which is
accessed by clicking on a device in an Agent, Extension, Trunk List tile, or StationViewer tile (see page
page 69 for StationViewer call control). The options
available in the menu will vary depending on the state
of the device selected.
REPORTER
REAL-TIME
Call Now
To call an extension or agent in the list, click on the device you want to call, and
select Call Now from the menu. This will make an internal call from your extension to
the selected device.
NOTE: This does not automatically answer the call at the selected device.
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Reporter Real-Time
Steal Call
To transfer or redirect a call at the selected agent, extension, or trunk to your extension, click on the device where the call is currently active, and select Steal Call. The
call is transferred but not automatically answered.
Send Call To
To transfer or redirect a call at the selected agent, extension, or trunk to any other
extension in the telephone system:
1. Click on the device where the call is
currently active, and select Send
Call To. The Transfer Call To dialog displays.
2. Use the drop-down box to select the
extension that will receive the call.
Or, you can enter the name or
extension number of the person to
receive the call. If you enter the
name/number in the text box, a list
of matching extensions/names are displayed, along with the status of that extension. This allows you to choose a person who is available before you transfer the
call.
3. Click OK to transfer the call, or click Cancel to return the call to the original
extension.
Other
Answer
To answer a call ringing at the selected agent or extension, select Answer. This connects the ringing call to the selected agent or extension (i.e., it does not connect you to
the ringing call), regardless of whether or not anyone is present at the extension.
Release
To drop all calls at the selected agent, extension, or trunk, select Release. This command takes immediate affect (i.e., no warning is given) and should be used with caution.
181
REPORTER
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Log In
To log an agent in at an extension:
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REAL-TIME
182
Reporter Real-Time
Log Out
To log an agent out of a group or extension:
1.Select Log Out. The Agent
Logout dialog displays.
2.Use the drop-down lists to
select the agent and/or extension
to log out.
3.Use the drop-down list to select
a specific hunt group, if desired,
out of which you want to log the
agent or extension.
NOTE: Reporter Real-Time will attempt to guess as much information as possible
from the agent or extension you have selected to log out, and this will already be
entered in the dialog for you.
4. Click OK to log the agent out, or click Cancel to cancel the action.
Enter DND
To change a devices status to DND, click on the device for which you want to change
the status, and select Enter DND.
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REAL-TIME
To change a devices status to Wrapup for taking calls, select Enter wrapup (call).
The device is placed in wrapup (call) mode.
Monitor
You can listen to conversations at other extensions. This feature must be enabled on the telephone system before it will function correctly
within Call Center.
Silent Monitor
To monitor an extension from Reporter RealTime, select the agent or extension that you wish
to monitor, and then select the Silent Monitor
option. The extension will then be monitored
from your extension until the monitoring call ends. If the telephone system has been
configured accordingly, the extension user is not aware that they are being monitored.
NOTE: This option will be grayed-out if the agent or extension is not currently on a
call.
To record a call, select the agent or extension that is on a call you wish to record, and
select Record This Call. When the call ends, the recording will appear in your mailbox, as configured through the Call Control Options property page (see page 185).
NOTE: To use the Record This Call option correctly, the Mailbox User-keyed Extensions flag in the telephone system must be enabled for all extensions. This flag allows
calls to be recorded at one extension into a different mailbox. If this flag is disabled,
calls will be recorded to the mailbox where the call was active.
ALSO: Certain or all types of call monitoring capability may be disabled on the telephone system due to local by-laws/regulations, etc.
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Reporter Real-Time
Durations: Page 72
Tiles: Page 74
REPORTER
REAL-TIME
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.
185
Your Mailbox: Use the drop-down list to select the supervisors mailbox, or
enter the mailbox number in the text box. When Record This Call is selected,
the call is recorded to this mailbox.
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.
REPORTER
REAL-TIME
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Reporter Real-Time
Intelligent Router
OVERVIEW
This guide describes how to install and configure the Intelligent Router software
application. It also includes application-specific information, including the supported
platforms and the minimum recommended hardware specifications. Finally, example
scenarios are provided to give you an idea of how you can use Intelligent Router to
perform common tasks.
NOTE: Before you install Intelligent Router, please ensure that Server is installed and
configured correctly on the CTI Server computer.
ALSO: Intelligent Router requires the Call Segmentation feature. For information on
enabling this feature, see the Server chapter of the Users Manual.
Condition
1
Satisfied?
Condition
2
Satisfied?
No
Do Not Execute
Action
Yes
Condition
3
Satisfied?
Yes
No
Execute
Action
187
INTELLIGENT
ROUTER
No
Yes
In this example, the Process Rule is evaluated based on three separate Conditions. If
all Conditions are met, the Action is executed (i.e., the trunk call is terminated). If a
Condition is not met, the Action is not executed (i.e., the trunk call remains connected).
Rules
A Rule defines how its associated conditions are evaluated, which determines whether
or not the related action is executed. When defining rules, you can select a specific
rule type (e.g., trunk call routing, extension/agent DND changed, etc.), the type of
device affected (i.e., extension/group or agent ID), and other various parameters.
Once the rule is programmed, you can assign conditions that must be met before the
desired action is executed.
Conditions
Conditions provide specific and flexible call routing capabilities. Each condition is a
programmed parameter that must be met before an Action is fired. For detailed call
routing, you can assign multiple Conditions to the same Rule or use Placeholders to
further define the Condition.
Actions
Actions are executed when a Rule is evaluated and all Conditions are met. With Intelligent Router, you can select from a variety of actions, including Answer Call, Route
Call, Release, etc. You can also assign Placeholders to an Action to ensure the operation is based on current information (e.g., time, calls in queue, etc.).
Placeholders
Intelligent Router includes Placeholders, which allow you to assign additional parameters to a Condition or Action. For example, you can route a call based on the fields
assigned in the Telephone Import screen in Server. You can also route calls based on
different statistics, including the current time, number of calls, etc.
PLATFORM SUPPORT
INTELLIGENT
ROUTER
The Intelligent Router is a 32-bit application and is not supported on 16-bit platforms.
Currently, the Intelligent Router supports Windows 95, 98, ME, 2000, Windows NT
(Version 4 and later), and XP.
188
Intelligent Router
SPECIFICATIONS
This section lists the minimum recommended hardware specifications.
INTELLIGENT
ROUTER
189
) on your desktop.
NOTE: When Intelligent Router starts for the first time, the Internet connection wizard
appears. You must supply the following information, then click Next to proceed through
the wizard:
Name
Internet E-mail address
E-mail Server Names (Incoming and Outgoing)
Internet Mail Logon information (account name and password)
INTELLIGENT
ROUTER
Once this information has been configured for the first time, you will not be prompted
for it again.
190
Intelligent Router
INTELLIGENT
ROUTER
191
Network Settings
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen is displayed, as shown
below.
INTELLIGENT
ROUTER
You can setup the CTI Server network information either manually or automatically
using this screen, as described in the following sections.
192
Intelligent Router
Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the Intelligent Router has
found a CTI Server and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.
Manual Configuration
To manually setup the CTI Server network information:
1. Select the available network protocol to use for communicating with the Server.
2. Enter the network name of the CTI Server in the Server field. If connecting using
NetBIOS, this will normally be similar to CTISERVER1. If connecting using
TCP/IP, it will normally be CTISERVER-01.
3. Select the port number used to access the Server.
4. Enter the location of the CTI Server (Server) database. To browse for the database path, click the ellipsis (...) button.
5. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
6. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
INTELLIGENT
ROUTER
193
Tile Area
NOTE: Your Intelligent Router window may have more tiles displayed in the Tile Area,
depending on the configuration (see page 198 for details).
Titlebar
INTELLIGENT
ROUTER
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if Intelligent Router is Off-Line. Off-Line indicates that
Intelligent Router has not yet connected to the Server, and it is not ready to display
calls from/to your extension device. Intelligent Router may be Off-Line if your network supervisor has closed down the network or if the server has been shutdown or is
not physically connected to the network.
194
Intelligent Router
Toolbar
The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure Intelligent Router or to perform special tasks. The tasks associated with each toolbar button are specified in the table
below.
Button
Description
Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
based on your view mode.
INTELLIGENT
ROUTER
195
Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:
Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Rule Manager: Displays the Rule Manager, allowing you add and edit rules (see
page 200). This is the same as clicking the Rule Manager button (
) in the
toolbar.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 214). This is the same as clicking the Filter Manager button ( ) in the
toolbar.
Options: Displays the Options dialog, allowing you to configure global options
(see page 202). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 192), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
Help Topics: Displays the help file.
About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes Intelligent Router and saves the current configuration.
Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile or Rule in the Tile Area, as shown
below.
INTELLIGENT
ROUTER
Shortcut
Menu
196
Intelligent Router
197
INTELLIGENT
ROUTER
NOTE: When using the shortcut menu to perform an action on a particular rule (e.g.,
to delete a rule), you must right-click on the rule you want to modify (e.g., the rule you
want to delete).
VIEWING MODES
Intelligent Router supports two different viewing modes: the Two Tile View and Four
Tile View mode.
INTELLIGENT
ROUTER
You can also apply filters to the Trunk List and Multi-Stat tiles, as described on
page 62.
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Intelligent Router
Arranging Tiles
You can control the way Router arranges tiles on your screen.
To arrange Router tiles in a grid, click the
button in the toolbar. The tiles are
automatically arranged in a grid, as shown below.
INTELLIGENT
ROUTER
199
Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the Wheel
button of the mouse. Repeating the zoom action will unzoom the tile.
INTELLIGENT
ROUTER
To copy a tile to the clipboard, right-click on the tile and select Copy. You can then
past the information into another Windows application for editing purposes.
200
Intelligent Router
E-MAIL
The Intelligent Router can also send e-mail messages as one of its Actions (see
page 207 for details). To use this feature, you must have a MAPI-compliant e-mail
application installed before you install the Intelligent Router. If the PC does not have
a MAPI-compliant e-mail application, an error message will display when you install
the Router. Although the Router will function without the e-mail application, you cannot use any of the e-mail related actions.
If you currently have a MAPI-compliant program installed, whenever you start the
Intelligent Router, a dialog box prompts you to choose an e-mail profile, as shown
below.
INTELLIGENT
ROUTER
201
INTELLIGENT
ROUTER
Tiles: This page lists all open tiles, allowing you to configure and rearrange the
tiles. You can also use the various buttons to program tiles, as described on
page 74.
202
Intelligent Router
RULES
Rules provide the basic component for Intelligent Router. Within each Rule is a Condition and an Action, which are required to determine the validity and result of evaluating the Rule. Each of these components is programmed using the Rule Manager, as
described in the following sections.
Rule Manager
The Rule Manager lists the currently available Rules and provides access to programming options.
To display the Rule Manager, click the Rule
Manager button (
) on the toolbar, or select
Rule Manager from the Main Menu (
).
While in the Rule Manager screen, you can add,
remove, and edit Rules using the buttons
described below:
Add: Displays the Add Rule dialog so you
can create a new Rule (see page 204).
Edit: Displays the Edit Rule dialog so you
can edit the selected Rule (see page 213).
(You can also access the Edit Rule dialog
box by double-clicking on the Rule you
want to edit).
Move Up/Move Down: Moves the selected rule up or down one position in the
list. Because rules are evaluated from top to bottom, make sure the more specific
rules are listed first, followed by general rules.
Remove: Removes the currently selected Rule. You are prompted for a confirmation before the Rule is removed (see page 213).
Remove All: Removes all Rules included in the list box. You are prompted for a
confirmation before the Rules are removed.
NOTE: You cannot retrieve a Rule once it is removed.
INTELLIGENT
ROUTER
203
Adding a Rule
To add a Rule:
1. Open the Rule Manager, and click
Add. Or, click the Add Rule button
(
) in the Rule List tiles caption or
in the shortcut (right-click) menu.
The Add Rule screen is displayed.
2. Select the tab corresponding to the
information you want to program.
Your options are as follows:
General
Action
Condition
3. Program the information for the selected tabs, as described in the following sections.
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a Rule using the Rule Manager, you are returned to the Rule Manager
screen. If you added a rule using any other option (e.g., shortcut menu), you are
returned to the main screen.
General
This page allows you to specify the
Rule parameters, which includes the
following:
Rule Name: Enter a unique
name for the Rule, which is displayed in the Rule Manager and
in the Rule List tile.
INTELLIGENT
ROUTER
204
Intelligent Router
NOTE: The parameters listed in the table below are in addition to the fields listed in the
Device(s) section.
Rule Type
Parameter
Routing Type
Indicates
Always
On Busy
No Answer indicate how long
the call must ring before it is
routed.
Every x Answered
Calls
Number List
Extension/Agent ACD
State Threshold
ACD State
Time in State
Repeat Interval
Start Date/Time
Scheduled**
205
INTELLIGENT
ROUTER
Rule Type
Parameter
Indicates
Talk Time
Account Code
Entered
Account Codes
Extension/Agent ACD
Log In
Hunt Groups
Extension/Agent ACD
Log Out
Hunt Groups
Media
Routing***
Queue
Routing Type
Media Received***
Queue
Invalid
E-mail***
Queue
Media Expired***
Queue
* * This rule is only evaluated when the trunk line call segment directly alerts an
extension or agent ID (i.e., it is not evaluated if the call arrives through a hunt group).
Use the Trunk Call Offered Rule to create a rule that evaluates all trunk calls offered
to an agent or extension.
** You must click the Set Schedule button to display the parameters.
***These rule types will be available in a future release.
NOTE: Some Rule types (e.g., Extension/Agent ACD State Changed) do not require
additional parameters and are not included in the preceding table.
INTELLIGENT
ROUTER
ALSO: You can use wildcards (e.g., 9619*) in parameters that require a number (e.g.,
hunt group, account codes, etc.). You can also use a comma-separated list (e.g.,
9619000, 9619003) and ranges (e.g., 9619000-9619999) to indicate multiple numbers.
Category: Select the category to which this Rule applies, if desired. If no categories are listed, click Add to create a new category. You can also change existing
categories by clicking the Change button. The Category field is provided so that
you can create your own categories with different formats for easy viewing. See
page 217 for more information on adding and changing categories.
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Intelligent Router
NOTE: If you select Trunk Call Active as the Rule Type, the following fields are not
available.
Extension/Group: Select this option if you want the Rule evaluated for extensions or groups.
Agent ID: Select this option if you want the Rule evaluated for agent IDs.
Extension(s)/Group(s) or Agent ID(s): Enter a comma-separated list of extensions, groups, or agent IDs (depending on the device you previously selected) to
include in the Rule. You can also use the drop-down list to select devices, which
are intelligently added to or removed from the list. The list you enter can include
ranges or individual device items. For example, if you entered 200204,207,209 the Rule would include extensions 200, 201, 202, 203, 204, 207,
and 209.
For a detailed description of Rule types and their associated default actions, see
page 224.
Action
This page allows you to specify
the Action, or event, that occurs
provided the Conditions of the
Rule are met.
When you select the Action, the
Parameters section displays the
required fields. Each Action and
its associated fields are defined in
the following table:
INTELLIGENT
ROUTER
207
Action
Route
Call
Record
Call
Release
Set ACD
Agent
State
INTELLIGENT
ROUTER
Send
E-Mail
Update
Trunk
Calls Info
208
Parameter
Indicates
Extension/Group or Agent ID
Destination(s)
Override Mailbox
Extension/Group or Agent ID
Record At
Override Mailbox
Extension/Group or Agent ID
Release From
Extension/Group or Agent ID
Set State At
ACD State
Agent ID
ACD Group
To
Mail recipient.
Cc
Copied recipients.
Subject
Subject of message.
Message
Message text.
Field Type
Update Value
Trunk Line
Action
Dist. Call
to
Skill
Group
Set
Account
Code
Monitor
Call
Parameter
Indicates
Extension/Group or Agent ID
Destination(s)
Distribution Mode
Advance Time
Advanced
Account Code
Account
device.
Extension/Group or Agent ID
Set at
Monitor Type
Silent monitor.
Extension/Group or Agent ID
code
set
at
affected
DTMF Digits
Dialed digits.
Extension/Group or Agent ID
Dial Digits At
Run/Shell
Execute
Filename
Arguments
Start Directory
Filename
Play WAV
File
INTELLIGENT
ROUTER
209
Action
Transfer
Call (One
Step)
Set FWD
State
Make Call
Forward
E-mail*
INTELLIGENT
ROUTER
Reply to
E-mail*
210
Parameter
Indicates
Extension/Group or Agent ID
Destination
Override Mailbox
Extension/Group or Agent ID
Set State At
Forward State
Forwarding condition.
Destination
Destination extension.
Enable/Disable
Forwarding is enabled/disabled.
Number to Dial
Extension/Group or Agent ID
Destination(s)
Subject
Subject
Message
Intelligent Router
Action
Route
Media*
Parameter
Indicates
Candidate(s)
Distribution Policy
Condition
This page allows you to specify certain Conditions, or parameters, that must be met
before the Action is fired.
To add a Condition:
1. Click the ellipsis (
) button to view
a menu of available parameters. When
selected, the parameter appears in the
text box.
2. Complete the fields provided based on
the Condition you selected.
3. Assign the comparators and/or placeholders, if necessary, as described in the
following sections.
NOTE: If you create more than one condition, you can use the up/down arrow
buttons to change the order in which the conditions are evaluated. Conditions are
evaluated from top to bottom.
211
INTELLIGENT
ROUTER
To edit a Condition:
1. Highlight the desired Condition in the list box. The fields display the current settings for that Condition.
2. Make changes as necessary.
3. Click Update. The list box will reflect the changes you made.
To remove a Condition:
1. Highlight the desired Condition in the list box.
2. Click Remove. The Condition is removed from the list box. Because the Condition is not permanently removed, you are not prompted for a confirmation.
Comparators
You can assign a comparator to certain Conditions to ensure the Action is fired only
when a specific value is met.
To assign a comparator:
1. Select how you want the value evaluated. For example, if you want the Action to
fire only when a value is exceeded, you would select the > comparator.
2. Select Numeric, Text, Date (Time), or Duration to indicate the type of comparison.
3. Enter the value(s) to which you will compare the information. If you selected
Between in the Type of comparison field, you must enter two values in the text
boxes provided. If you selected Remainder, you must enter the value that will be
divided into the information (e.g., 2) and the value of the desired remainder.
Placeholders
With Placeholders, you can assign a dynamic parameter, such as agent status, to an
Action or Condition. When the Rule is evaluated, the Placeholder is replaced with the
current information.
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For example, you can route a call to a different extension based on the incoming number dialed using the telephone import data programmed in Server. Suppose that Field
6 in the Server contains the extension number of the agent that is assigned to a particular customer. To ensure customer calls are routed to their assigned agent, use the
Field 6 placeholder (under Call Details) in the Destination field of the Action tab.
There are four types of placeholders:
Trunk Based
Extension Based
Agent Based
Call Summary
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NOTE: The Placeholder options change depending on the Rule type selected.
Editing Rules
To edit a Rule:
1. Select Edit Rule from the shortcut (right-click) menu, or double-click on the
desired Rule. If in the Rule Manager screen, highlight the Rule and click Edit.
The Edit Rule screen is displayed.
2. Make the necessary changes.
3. Click OK when finished, or click Cancel or Close to exit without saving
changes. If you edited a Rule using the Rule Manager, you are returned to the
Rule Manager screen. If you edited a Rule using any other option (e.g., shortcut
menu), you are returned to the main screen.
Deleting Rules
To delete a Rule:
1. Select Delete Rule from the shortcut (right-click) menu. If in the Rule Manager
screen, highlight the Rule and click Remove.
2. At the prompt, click Yes to delete the Rule or No to cancel the action.
NOTE: Deleting a Rule cannot be undone.
You can also delete all rules in a Rule List by clicking Remove All in the Rule Manager screen. Because you cannot retrieve a Rule once it is deleted, you are prompted
for a confirmation.
Enabling/Disabling Rules
To enable/disable a Rule, select Disable/Enable this Rule from the shortcut menu
(right-click). The icon in the Rule List tile will change depending on your selection
(see page 215 for more information about the Rule List tile).
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Because you may not want to continuously evaluate every Rule, Intelligent Router
has an enable/disable function. This allows you to disable a Rule without having to
permanently delete it.
FILTERS
Intelligent Reporter can also limit statistics to only certain types of calls (e.g., inbound
only, calls for a specific DID number or list of extensions, etc.). This is achieved with
filters, which are only applied to the Trunk List and Multi-Stat tiles. By default, the
All Calls filter, which cannot be edited or removed, is assigned to both of these
tiles.
Using the Filter Manager, you can create as many filters as you require, limited only
by memory. You can also edit filters once they are created, as described in the following sections.
Filter Manager
The Filter Manager lists the currently available filters and provides access to programming options.
To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or
press CTRL + F. Or, select Filter Manager
from the main menu ( ).
While in the Filter Manager screen, you can
add, remove, edit, and copy filters using the
buttons described below:
Add: Displays the Add Filter dialog so
you can create a new filter (see
page 52).
Edit: Displays the Edit Filter dialog so
you can edit the selected filter (see
page 46). (You can also access the Edit Filter dialog box by double-clicking on
the filter you want to edit).
Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed (see page 46).
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Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
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TILES
The Intelligent Router can display up to four tiles at a time: Rule List tile, Event List
tile, Trunk List tile, and a Multi-Stat tile. If viewing two tiles at a time, the Rule List
and Event List tiles are shown. All four tiles are displayed when the four-tile mode is
selected (see page 198 for more information on display modes). Each of the available
tiles and their associated options are described in this section.
The icons to the left of the Rules depict whether the Rule is currently enabled or disabled, as described in the following table.
Icon
(Green)
(Gray)
Indicates
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Fields
Using the Properties option in the shortcut menu (see page 196), you can select the
fields you want displayed in the Rule List tile. You can also sort the fields and change
the order in which they are displayed.
To configure the fields displayed in the Rule List tile:
1. Select Properties from the shortcut menu
(right-click). The properties dialog box is
displayed.
2. Select the Fields tab. The list on the left
displays the currently selected fields to be
displayed. Each element of the list contains a description of the field, how the
field is sorted (if applicable), the position
of the field, and the sort order (in brackets). You have the following options:
DESCRIPTION
NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays Category [1] and
Action [2], the list is first sorted based on the Category field and then sorted again
based on the Action field while maintaining the integrity of the first sort.
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To change the sorting order, select the sort button of the field you want to
sort, and make your selection from the menu.
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Remove: Removes the selected parameter from the list. Because you cannot
permanently remove the parameter, you are not prompted for a confirmation.
Move Up/Down: Moves the selected parameter up/down in the list. If you
move more than one parameter at a time, the selected parameters are kept in
the same order relative to each other.
NOTE: You can remove or move more than one field at a time. To select fields that are
displayed next to each other, hold down the SHIFT key while selecting the first and last
field you want to highlight. To select fields that are not listed consecutively, hold down
the CTRL key while making your selection.
3. Click OK to save your settings, or click Cancel to exit without saving changes.
Categories
You can also change and modify the categories that are displayed in the Rule List tile.
This allows you to program the way the information in the tile is displayed so that you
can easily find the data you want.
To configure the categories for the Rule List tile:
1. Select Properties from the shortcut menu
(right-click).
NOTE: You can also modify categories while in
the General tab of the Add/Edit Rule dialog box
(see page 204).
Edit: Allows you to edit the selected category (see page 218).
Remove: Removes the highlighted category (see page 219). Because you
cannot retrieve the category, you are prompted for a confirmation.
Remove All: Removes all of the categories listed. Because you cannot
retrieve the categories, you are prompted for a confirmation.
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3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.
Disabled Color: Select the foreground and background colors used to identify disabled Rules within this category. An example of the color scheme is
displayed in the Example field.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Properties dialog box.
Editing a Category
To edit a category while in the Properties dialog box:
1. Highlight the category you want to edit, and click Edit. The Edit a Category dialog box is displayed.
2. Make the necessary changes.
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3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Properties dialog box.
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Removing a Category
To remove a category while in the Properties dialog box:
1. Highlight the category you want to delete, and click Remove, or click Remove
All to remove all categories listed.
2. At the prompt, click Yes to delete the category or No to cancel the action.
NOTE: Removing categories cannot be undone.
The icons to the left of the Events depict whether or not the Event was successful, as
described in the following table.
Icon
Indicates
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Fields
Using the Properties option in the shortcut menu (see page 196), you can select the
fields you want displayed in the Event List tile. You can also sort the fields and
change the order in which they are displayed. For information on configuring the
fields, see page 216.
Event Color
You can also configure the colors used for each event based on whether or not it was
successful. This allows you to glance at the tile and determine which events have
failed and/or succeeded.
To configure event colors for the Event List tile:
1. Select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed.
2. Select the Event Color tab.
3. Complete the following fields:
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2. Select the desired Rule/Event type. A check mark (D) indicates the displayed
Rule/Event type. The titlebar will display your choice, and the information will
update to reflect the Rule/Event type selected.
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This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON
DESCRIPTION
General: To configure the general properties of the Trunk List tile, refer to
page 169.
Call Colors: With the Call Colors tab, you can assign different colors to calls
based on their direction and status. This allows you to quickly see the current status of the trunks included in the list. See page 171 for configuration information.
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To configure a Trunk List tile, select Properties from the shortcut menu (right-click).
The Properties dialog box is displayed. This screen presents the following tabs:
Call Alarms: The Trunk List tile can have an alarm applied to one or more statistics. If the statistic falls within a given range, the alarm is triggered. You can configure the alarm to flash the associated tile, play a sound, write a message to an
alarm log, and/or activate the Trunk List tile. Refer to page 172 for more information.
Fields: Using the Properties option in the shortcut menu, you can select the fields
you want displayed in the Trunk List tile. You can also sort the fields and change
the order in which they are displayed. For information on configuring the fields,
see page 174.
Call Alarms
The Trunk List tile can have an alarm applied to one or more statistics. If the statistic
falls within a given range, the alarm is triggered. You can configure the alarm to flash
the associated tile, play a sound, write a message to an alarm log, and/or activate the
Trunk List tile.
To configure the call alarms:
1. Select Properties from the shortcut menu (right-click). The Properties dialog box
is displayed.
2. Select the Call Alarms tab, and complete the following fields:
Enable the Alarm: Select this option to enable the alarm. You can also
deactivate a firing alarm by deselecting this box.
Alarm Settings: Click this button to program the alarm settings (see the following section). The alarm you program, however, will not fire unless you
select the Enable the alarm option.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.
For information on setting alarms, see step 4 on page 49.
To deactivate and/or disable the alarm, deselect the Enable the alarm option in the
Properties dialog box.
Fields
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Using the Properties option in the shortcut menu, you can select the fields you want
displayed in the Trunk List tile. You can also sort the fields and change the order in
which they are displayed. For information on configuring the fields, see page 216.
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Multi-Stat Tile
The Multi-Stat tile displays several call summary statistics in a list format. Any filters
applied to this tile affect all statistics on the tile, allowing you to view similar statistics for a given filter, such as a group of agents. Each statistic can also have an associated alarm, which will notify you when the statistic falls within a certain range, and
can be used within Intelligent Router Conditions (see page 188).
To configure a Multi-Stat List tile, select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed. This screen presents the following tabs:
General: To configure the general properties of the Multi-Stat tile, refer to
page 158.
Statistics: This page displays the currently available statistics, indicating their
color and whether or not they have an associated alarm. See page 159 for configuration information.
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Rule Types
The following table lists all of the Rule types and their associated evaluation conditions, parameters, and default action. Unless indicated, all Rule types are evaluated
every rule evaluation period, which defaults to 500 milliseconds.
Rule Type
Evaluation Conditions
Default Action
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Release (end)
trunk call.
the
Extension/Agent ACD
State Threshold
Scheduled
None.
Send E-Mail**.
Account Code
Entered
None.
Intelligent Router
Rule Type
Evaluation Conditions
Default Action
None.
Extension/Agent Idle*
None.
Extension/Agent Off
Hook or Alerting*
None.
Extension/Agent ACD
Log In*
None.
Extension/Agent ACD
Log Out*
None.
Extension/Agent ACD
State Changed*
None.
Extension/Agent DND
Changed*
None.
Extension/Agent
Forwarding Changed*
None.
None.
None.
None.
Action Types
There are many Actions that Intelligent Router can perform. The following table lists
all of the Action types and their associated function.
Action
Function
Answer Call
Record Call
Release
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Route Call
Action
Set ACD
State
Function
Agent
Send E-Mail*
Distribute Call
Skills Group
to
Monitor Call
Run Executable
Executes the specified file on the computer running Intelligent Router. This can be any executable file on a remote
network drive, although it would still run on the Intelligent
Router PC.
Play.WAV File
Exclusive Hold
System Hold
Retrieve Call
Make Call
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A946/331:A