Avaya CCM 3.1 User manual

CCM 3.1
Report Manager
38HBK00001SCB Issue 9 (18/07/2002)

Contents
CCM 3.1 Page 2
Report Manager 38HBK00001SCB Issue 9 (18/07/2002)
Contents
Introduction ...............................................................................................................................3
General ................................................................................................................................................ 3
Report Manager ................................................................................................................................... 4
Using this Manual ................................................................................................................................ 5
INDeX Taskbar .................................................................................................................................... 5
Report Server ............................................................................................................................6
INDeX Archiver .................................................................................................................................... 6
Report Scheduler ......................................................................................................................8
Overview .............................................................................................................................................. 8
Starting Report Scheduler.................................................................................................................... 8
Editing Tasks ..................................................................................................................................... 10
Task History....................................................................................................................................... 11
Report Scheduler Preferences........................................................................................................... 12
Report Scheduler Distribution Management ...................................................................................... 13
Report Viewer..........................................................................................................................15
General .............................................................................................................................................. 15
Launching Report Viewer................................................................................................................... 15
Managing Report Viewer ................................................................................................................... 17
Opening a Corporate Document ........................................................................................................ 19
Refresh Corporate Document ............................................................................................................ 20
Viewing the Results of a Report......................................................................................................... 21
Printing Reports ................................................................................................................................. 23
Reports for Scheduled Processing .......................................................................................24
Overview ............................................................................................................................................ 24
Submitting a Report ........................................................................................................................... 25
Trouble Shooting ....................................................................................................................28
Report Viewer .................................................................................................................................... 28
Index.........................................................................................................................................29

Introduction General
Introduction
General
Contact Center Modules (CCM) provide the user with the necessary tools
to facilitate the management of call traffic. They are designed to provide a
tightly integrated real time and historic reporting package and wallboard
support for the INDeX eBusiness digital communications platform. The
product consists of a set of fully integrated modules sharing a common
database utilising Interactive Directory and Database (IDD) technology.
The suite of modules consists of the following applications:
Call Center View (CCV):
Provides a management package for telephone based staff and
supports any size Customer Facing Department (CFD) or contact
center. To effectively control customer service levels, real time human
resource management is essential and the Call Center View has been
specially designed to manage the CFD’s or contact center’s most
valuable and expensive asset – its people.
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Call Center View Alarm Reporter:
Provides information (for each Call Center View Profile) about alarms
that have occurred within the Contact Center. The detailed alarm
information for each directory number is presented in report format,
which can then be printed.
Wallboard Manager:
Real time information from the Contact Center is essential to react to
constantly changing telephone traffic levels and provide excellent
customer service. Wallboards allow managers and staff to monitor the
service being provided and respond immediately. Wallboards provide
current information on the number of calls waiting, response times and
service levels etc.
PC Wallboards:
The PC Wallboard delivers traditional wall mounted wallboard
functionality to the desktop but with the additional benefit of each PC
Wallboard agent being able to configure and monitor a personalised
view of the contact center. The PC Wallboard also enables agents to
increase their productivity and maintain revenue levels with the added
benefit of managing customer callback requests.
Report Manager:
Provides in depth historical reporting on CFD or contact center activity.
In addition to call information, the Report Manager also reports agent
activity. This powerful package allows individual call records to be
stored and reported upon months later.
Report Designer:
The Report Designer is a software tool used for querying and reporting.
It enables the user to create reports that contain data from their
Contact Center database and schedule reports to be updated and
printed.
INDeX Taskbar:
Enforces the user rights and password protection as well as providing
a single point of access to the Contact Center Modules.
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Introduction Report Manager
Report Manager
The Report Manager provides in depth historical reporting on Call Center
activity. In addition to reporting on call information, the Report Manager
allows reporting on agent activity enabling human resource management.
The product is supplied with Corporate Document templates which may be
used to create standard ‘management ready’ reports.
With Report Manager, you can:
Access reports that contain data from the INDeX Archiver;•
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Organize and print your reports;
Refresh report data;
Schedule reports to be refreshed, printed, or save reports as HTML
documents on web servers.
Report Manager comprises of two elements - Report Server and Report
Viewer. The Report Designer is a separate program which lets you design
your own reports.
Report Designer
Archiver Report Scheduler
Report Server Report Viewer
Report Manager
Report Server:
The Report Server stores Call Records (SMDR’s), along with agent status
information records, into a MS SQL database. Call records store detailed
information about every call such as time of call arrival, intended recipient,
answering agent, CLI etc. In fact, the SMDR record contains up to 37 fields
of data per call.
Report Server comprises of two elements which are Archiver and Report
Scheduler. It allows up to 9 Report Viewers and providing users access to a
central source of data across the network.
Archiver:
Archiver obtains and accumulates the information from the telephone
system via the Delta Server.
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• Report Scheduler:
Report Scheduler offers scheduled or batch processing of documents.
Report Viewer:
Report Viewer is a software tool to integrate reporting and analysis. It
enables you to schedule Corporate Documents that display accurate, up-to-
date data.
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Introduction Using this Manual
Using this Manual
This manual covers the procedures of the Report Manager application. It is
divided into the following sections:
Report Server
• Archiver
• Report Scheduler
Report Viewer
• Corporate Documents
Microsoft Office Compatible
Report Manager is a Microsoft Office compatible product, which means that
its toolbars, menus, and accelerator keys are similar to those used by
Microsoft Office. If you are already using Office or an Office Compatible
product, you will see that many tasks can be completed in a similar manner
in Report Viewer. These similarities make it easier for you to use the Office
Compatible products together.
Office Compatible Features Supported by Report Viewer
Report Viewer contains toolbars similar to the ones in Microsoft Office.
You can print a document just by pressing the Print button on the
Standard toolbar. You can discover each button’s function by pointing
to it with the mouse to activate a ToolTip that displays the button’s
name.
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• Using Report Viewer with Microsoft Office
You can transfer data in the Report Viewer window to Microsoft Office
using the Export to External Format dialog box, choose copy to DDE.
Doing so transfers the data in the current data provider to an Office
application.
INDeX Taskbar
INDeX Taskbar provides the ability to launch the INDeX CCM applications.
It also provides built in security through a logon procedure; i.e. you must
log on to the INDeX Taskbar before launching the INDeX CCM
applications.
Further details on INDeX Taskbar are available from the INDeX Taskbar
User Manual.
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Report Server INDeX Archiver
Report Server
INDeX Archiver
INDeX Archiver obtains and accumulates information from the telephone
system via the Delta Server. It resides on a Windows NT Server or
Windows 2000 Server PC called ARCHIVERSQL. Every time the Server
PC is switched on, the INDeX Archiver is launched automatically. A
telephone icon appears in the Windows Taskbar. If you double click on
the Icon the Archiver screen will show.
The information on the screen is as follows:
Status - Indicates the status of the Archiver.•
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Started - Indicates the date and time Archiver was launched.
Last Msg At - Indicates the last message received from the Delta
Server.
Received - Indicates the number of messages received from the Delta
Server during this session.
In Queue - Indicates the number of messages waiting to be stored in
the database.
Indexed - Indicates the number of messages that have been indexed.
Rejected - Indicates the number of SMDR messages that were
rejected by the Archiver because of corruption or invalid message in
the telephone system database. Rejected is incremented when an
SMDR is corrupted owing to external factors (e.g. cable breakage, or
data corruption in the database). This figure should never increment.
If it does, it is advisable to check all cables, network setting, names in
the database, etc. Occasionally SQL problems can also cause an
increase in this number. If this occurs, check the System and/or SQL
Events Log.
SQL Server – The name of the SQL server.
Delta Server - The name of the delta server.
Archiver Metrics – Indicates the number of SMDR messages received
by the Archiver.
Archiver Activities – Indicates the number of Agent activity messages
received by the Archiver. This figure will be considerably higher than
the Archiver Metrics figure.
Archiver Call Flow – Indicates the number of Call Flow messages
received by the Archiver. Call Flow metrics are only available when
configured in Voice Mail.
If INDeX Archiver is not running you can start it by:
1. Ensure that the Delta server is running.
2. Click the Start button on the Windows Taskbar.
3. Point to Programs and then to INDeX CCM.
4. Click Archiver from the sub-menu.
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Report Server INDeX Archiver
Connection to Delta Server
To connect to a different Delta Server within the network:
1. From the Configure menu, select Change Delta Server.
2. At the warning screen click OK. A screen will appear which indicates
that the Archiver has located the available Delta Servers. If the required
Delta Server is listed, select it and then click the Connect button.
3. If the required Delta Server is not listed, click the Advanced button.
4. Select one of the options and then click the Search button.
5. Select the required Delta Server and then click the Connect button.
Refresh
This option enables you to update the information displayed on the INDeX
Archiver screen.
To update information:
1. From the View menu, select Refresh.
OR
2. Press F5.
To alter the interval at which the information is updated:
1. From the View menu, select Interval.
2. You are able to select the interval at which the information is updated.
The intervals are 0.5, 1, 2, 5 and 30 seconds. Refresh every 1 second is
the default refresh time period. If you need to alter the refresh time
interval, click the required interval.
Language
This option enables you to change the language of the INDeX Archiver.
To change the language:
1. From the Configure menu, point to Language.
2. Select the required language.
Enable Log File
This feature is for Technical Support Engineers use only. The option
enables you to save all the rejected messages onto a disk file.
When the Archiver Enable Log File option on the Configure menu is
selected, the Archiver will write any rejected messages along with the
reason for rejection to a log file.
The log file is created is "C:\CCM Archiver.log".
This option is for support purposes and should only be enabled at the
request of Technical Support personnel.
Note: To close the Archiver screen select Close from the File menu..
To quit the Archiver application select Stop and Exit from the File menu.
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Report Scheduler Overview
Report Scheduler
Overview
The Report Scheduler integrates with the Report Manager to provide report
clients the ability to schedule reports to run at chosen intervals. The Report
Scheduler makes use of the Report Repository database to store
scheduled reports and associated schedule details. It is, therefore,
installed as part of the Report Manager installation. It is designed to put the
call center manager in control of their call center.
Starting Report Scheduler
Every time the Server PC is switched on, the Report Scheduler is launched
automatically. To amend the auto start facility, refer to "Auto Start" on page
12.
If the Report Scheduler is not running you can start it by:
1. Click the Start button on the Windows taskbar.
2. Point to Programs.
3. Point to INDeX CCM.
4. Click Report Scheduler from the sub-menu.
5. Select the required email profile and click Ok.
Note: if no login to an email server exists an error message 'Error: 32003 Login
has failed' message is displayed.
The Schedule List Screen
The Report Scheduler window lists the tasks sent for processing. For each
task, the window displays such information as the document name, status,
owner, priority and submission date.
The Scheduler Taskbar Area
The left side of the Sceduler Taskbar at the bottom of the screen displays
the current state of the scheduler. Detailed below are the various states.
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Ready: The scheduler is idle
Connecting: An attempt to connect to the repository database is in
progress.
Not Connecting: the scheduler is not currently connecting to the
repository. This state is associated with a red warning triangle.
Running: A scheduled task is being executed.
The middle section of the taskbar indicates the current email status. This
section only displays if the scheduler PC contains a MAPI compliant email
client. It can show either of the following:
Email Status: Logged In
Email Status: Logged Out
The right side of the Scheduler Taskbar displays the date and time that the
schedule was last refreshed. This value is taken from the SQL server and
is formatted according to the language selected for the application.
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Report Scheduler Starting Report Scheduler
The Schedule List Details Section
The schedule list displays details of each scheduled task. The columns
that can displayed are detailed below.
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Status: The status of a task: Waiting, Disabled, or Running.
Title: The title of a report associated with a task.
Description: This is a user-defined text, which can be up to 254
characters. If the user has not defined any description, this section will
be blank.
Owner: The profile name that created the task (usually Designer or
Viewer names according to the language).
PC Name: The name of the PC that was used to create the task. This
field may be blank.
PC Login: The Login used in the PC that was used to create the task.
This field may be blank.
Submitted: The date and time that a task was created. This
information is taken from the PC that was used to create the task.
Start Date: The date/time that a task has been set to begin.
End Date: The date/time that a task will be removed from the schedule
(rounded to the nearest minute). This value will be empty if the task
has no end date.
Frequency: How often the task is to run i.e. Once, Daily, Monthly or
Month Days.
Days: The days(s) on which a task will run. This value is dependent
on the Frequency selected.
Times: The time(s) at which a task will be run. All times are rounded
to the nearest minute.
Distribution: Reports can be distributed by printer, email or export i.e.
save to disk once the Scheduler has refreshed.
Next Run: The date and time that a task will next be run. This value
will be empty when the task has run for the last time before expiring.
Last Run: The date and time that a task was last started running. This
value will be empty until the task has been run once.
Last Run End: The date and time that a task was last completed. This
value will be empty until the task has been run once.
Result:
Failed - When all task actions fail.
Partially Successful – If at least one task action suceeds but at
least one fails.
Successful – Task completed with no errors.
Blank - This value will be empty until the task has been run once.
Note: All date and time values are displayed using the date and time formats
according to the language for the application. Times are rounded to the nearest
second unless otherwise specified.
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Report Scheduler Editing Tasks
Refresh the Schedule List.
Although the schedule list is automatically refreshed at regular intervals,
clicking on the Refresh button allows you to manually refresh the data.
You can also select the refresh option from the file menu, or press 'F5'
When the schedule refreshes, expired tasks are removed and any task
created since the last refresh will be displayed. When the schedule is
automatically refreshed, any pending tasks are run starting with the task
that has been pending for the longest time. Pending tasks can be manually
run by clicking the Run Pending button . You can also
select the Run Pending Tasks option from the File menu.
Editing Tasks
Tasks can be edited in two ways.
You can select a task and then chose an option from the Edit drop
down menu.
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• Right mouse click a task to view the pop-up menu.
The options in the pop-up menu are in a different order to those in the Edit
menu. This is to minimise the possibility of unintended options being
selected. The contents are the same in both menus except that the pop-up
menu contains the 'cancel' option. The available options in these menus
are as follows.
Option Action
Cancel Closes the pop-up menu.
Disable/Enable Toggles whether the selected task is enabled. If disabled,
the task does not run but at the times that the task would
have run if it were enabled, the 'Next run Date' is re-
evaluated.
Run Now Runs the selected task immediately. This does not affect
the existing values of the 'Next Run Date'.
Delete Removes the selected task from the schedule. When
selecting this option the confirmation prompt is displayed.
The 'no' button is the default button so that if the return key
is pressed the task will not be deleted. Tasks can also be
deleted by selecting and then pressing the delete button.
Properties This option displays the schedule properties for the selected
task.
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Report Scheduler Task History
Task History
The history screen displays details of up to the last 600 tasks run. To view
the history of tasks:
From the File Menu, select the View History option.•
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The list appears in the order that the records were added to the history with
the most recently added at the top. The columns displayed in fixed order
are Title, Description, Owner, PC Name, PC Login, Submit Date, Last Run,
Last Run End, Result, Error Code and Error Description.
As a task can perform a number of actions (emails, exports, prints), the
failure of an action will be logged as one entry with a result of ‘Failed’. If all
task actions complete successfully one entry is added to the history with a
result of ‘Successful’. If at least one task action succeeds but at least one
fails an entry is added with a result of ‘Partially Successful’ in addition to the
entries for each failed task action. The error information is contained in two
columns as follows:
Error Code – The code of the error that occurred when a task result is
‘Failed’.
Error Description – An explanation of the error that occurred when a
task result is ‘Failed’. The description is prefixed with text pertinent to
the task action that failed.
Each line displays details of a task immediately after having been run. The
success of a task or the failure of a task action can be reviewed along with
the date/time that the task ran.
Clicking the ‘Refresh’ button will update the list with any tasks that have run
since opening the screen.
Clicking the ‘Clear’ button will empty the log. The confirmation dialog will be
displayed when this button is clicked. The ‘No’ button is highlighted by
default. Pressing the ‘Return’ key will cancel the operation unless the ‘Yes’
button is manually highlighted.
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Report Scheduler Report Scheduler Preferences
Report Scheduler Preferences
To set the preferences for Report Scheduler:
From the Setup menu, select the Preferences option.•
General Preferences
Update Interval
This section allows you to set the interval that the schedule list is
automatically refreshed, pending any tasks that are running and the printers
available to clients. The maximum interval for this setting is 20 minutes.
Auto Start
In this area you can set up whether the application runs when Windows is
started and if it is how it will run. If you select the option Run when
windows starts the associated options become available.
Display normally causes the splash screen to be displayed and
subsequently the schedule screen (pending a successful connection to
the repository database).
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• Start Minimised causes the Display Splash screen option to become
available. If Display Splash screen is not selected, the application will
display the schedule screen minimised. Selecting Display Splash
screen causes the splash screen to be displayed when the application
starts and subsequently display the schedule screen minimised.
Note: Database connection failure prompts will be displayed regardless of the
options selected.
Columns Preferences
The Columns tab enables control of the columns displayed in the schedule
screen. Each column listed has an associated check box, which can be
used to determine which columns are displayed and which are not. The
position of a column can be changed by selecting it in the list and then
using the up and down arrows to move it either up the listing or down the
listing. The top of the list is the left most column shown in the Schedule
screen. When a column is de-selected, the name is shown at the end of
the listing.
Note: The row number and the status column cannot be moved and cannot be
hidden.
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Report Scheduler Report Scheduler Distribution Management
Report Scheduler Distribution Management
From Scheduler an administrator can set which printers, email addresses
and export paths are available to those using Report Client to schedule
reports. The possible formats available for email and export can also be
restricted.
To control the distribution of reports:
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From the Setup menu, select the Distribution option.
There are three methods of distributing a report once Scheduler has
refreshed it:
Printer
Email. When using email, Sheduler can attach a report as either a
PDF file or a REP file that can be opened within report client.
Export (save to disk). A report can be exported as a PDF file or
REP file that can be opened within report client as well as HTML.
Print Tab
Select the ‘Print’ tab to specify which printers are available to Report Client
users.
Any printer installed on the PC running the Scheduler application can be
made available. The list displayed within the print tab contains printer
names that are available to Report Client users.
To make a printer unavailable, select the printer in the list and click the
Remove button. Multiple selections can be removed.
To make a printer available click the Add button to display the 'Select
Printers' dialog. Tick the check boxes next to the printer(s) to be made
available and click the Ok button. The selected printers will be added to
the list within the ‘Print’ tab of the distribution management dialog.
Email Tab
Select the ‘Email’ tab to display the email distribution properties. Use the
tick boxes associated with each email address to determine the formats
available for Report Client users to select.
To make an email address unavailable, select the entry in the list and click
the Remove button. Multiple selections can be removed.
To make email addresses available click the Add button. This will cause
the address book dialog of the installed email client to be displayed. Select
the email addresses to be made available. If no email client is installed or if
the Report Scheduler has not been logged in to any email client the ‘Add’
button will be disabled.
When email addresses are made available each email address can be sent
all formats. Use the tick boxes associated with each email address to
determine the formats that will be available for Report Client users to
select.
The ‘Subject Text’ field determines what email recipients see as the subject
of an email received from the scheduler i.e. Distributed Report Service.
The ‘Message Text’ field can be used to determine the message content
that an email recipient sees i.e. please find attached a recently updated
report. This text is inserted before any report attachments.
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Report Scheduler Report Scheduler Distribution Management
Export Tab
Select the ‘Export’ tab to specify the export paths available to Report Client
users. These paths will usually be network paths. Any local paths will
cause a report to be saved to that path on the machine running the
scheduler application.
Use the tick boxes associated with each export path to determine the
formats available for Report Client users to select. To make an export path
unavailable, select the entry in the list and click the Remove button.
Multiple selections can be removed.
To make export paths available click the ‘Add’ button. This will cause the
‘Browse for Folder’ dialog to be displayed.
Browse for the path to be made available and click ‘OK’. When paths are
made available each path can be sent all formats. Use the tick boxes
associated with each path to determine the formats that will be available for
Report Client users to select.
Once the desired distribution options have been selected, click the ‘OK’
button to make live the settings. Clicking ‘Cancel’ will cause no changes to
be made to the distribution options available to Report Client users.
Note: Multiple selections can be made by holding down the ‘Ctrl’ key whilst
clicking the list entries to be removed or a range can be selected by holding down
the ‘Shift’ key whilst clicking the entries to be removed.
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Report Viewer General
Report Viewer
General
The Report Viewer is designed to put the Call Center Manager in control of
their Call Center. With a set of graphical, colour, and management ready
report templates it reduces Call Center management time by reducing the
need to export data into other applications to run reports.
The Report Viewer gives access to the data stored on the Report Server
across the LAN.
With the inclusion of Corporate Document templates, the Report Viewer
has been designed with ease of use in mind. The user simply creates
parameters for these reports in terms of agent groups, shift period, date
range etc to generate the data they require. Date ranges available are
today, yesterday, specific day, this week, last week, this month, last month
or date range. These standard templates have been written to give the Call
Center Supervisor a detailed understanding of Call Center activity, with
reports ranging from agents activity, DDI, trunk, transferred calls, CLI, Pilot
reports, Voice Manager reports and Call Tracking reports.
Launching Report Viewer
To start Report Viewer:
1. Ensure that you are logged onto the INDeX Taskbar.
2. Click the Start button on the Windows taskbar.
3. Point to Programs.
4. Point to INDeX CCM.
5. Click Report Viewer from the sub-menu.
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Report Viewer Launching Report Viewer
Main Screen
Descriptions of the toolbar buttons are displayed on-screen when the
pointer pauses on them. The buttons on the toolbar are as follows:
– Open
Opens an existing Report in a new window.
– Save
Saves the current report in the name, file format and folder that you
previously defined in the Save As dialog box. When you save a document
for the first time, Report Viewer displays the Save As dialog box. If you
want to change the name, location or file format, select Save As from the
File menu.
– Print
Controls how a document is printed. To print, you must first install and
select a printer. Refer to your Windows documentation for more details.
– Print Preview
Displays each page of a report as it will appear when printed. The status
bar at the bottom of the screen shows the page number and the total
number of pages in the report.
– Paste – Currently not supported.
– Undo/Redo – Currently not supported.
- Report Manager
When a report is on screen this button is active. By clicking on the Report
Manager button the map view of the report will be closed.
– Refresh
Enables you to update the data in your report, so that you work with the
latest data from the database.
– View Data
Displays the Data Manager dialog box, which shows the contents of the
data providers in the current Report.
– Zoom
Controls how large or small a report appears on the screen.
- Schedule Report
Allows you to submit a report for scheduled processing. For further
information see "Submitting a Report" on page 25.
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Report Viewer Managing Report Viewer
Managing Report Viewer
Retrieve Documents
This option allows you to retrieve a document or a selection of documents
from the Repository.
From the File menu, point to Retrieve From. There are two options which
are Corporate Documents and Find Documents
Corporate Documents
When you select the Corporate Documents option, you will view a screen
containing the available reports.
1. Select the document you want to retrieve.
To select more than one document, first hold down the Ctrl key and
then select the documents.
2. To find out more about a document first highlight the document and
then click on the Properties button. View the information on the
document and data provider tabs and then click OK to return to the
Retrieve screen.
Document Tab – The document tab contains details of the title,
subject, any keywords and comments about the report.
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concerning the report.
3. If you do not want to see the report immediately, remove the tick next to
Open on Retrieval.
4. Click Retrieve, the document(s) will be opened by default. If you had
removed the tick next to 'Open on Retrieval', the documents would be
saved on your PC. For further information on viewing the result of a
report, see the section "Viewing the Results of a Report" on page 21.
Note: If you click on the More button in the retrieve screen, you will be able to
search for documents containing certain criteria.
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Report Viewer Managing Report Viewer
Find Documents
When you select the Find Documents option, you are able to specify certain
criteria when searching for documents.
Look for - You can look for either All Documents or just Corporate
Documents
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In - You can look in All Domains or just Document.
Where - This section allows you specify certain criteria and has been
designed to allow you to refine your search. Listed below are the types
of properties you can look for together with the search options.
Category Search Criteria
Categories Contains / Does Not Contain
Comments Contains / Does Not Contain
Data provider name Contains / Does Not Contain
Document Has No Properties / Has Properties
Keywords Contains / Does Not Contain
Name Contains / Does Not Contain
Size Is More Than / Is Equal To / Is Less Than
Source Contains / Does Not Contain
Subject Contains / Does Not Contain
Submission Date After / Before (The current date and time)
Title Contains / Does Not Contain
Total # of categories Is More Than / Is Equal To / Is Less Than
Total # of rows Is More Than / Is Equal To / Is Less Than
Total Duration Is More Than / Is Equal To / Is Less Than
When you have defined your search criteria, click on the Find Now button.
Results of the search will be shown in the main window area of the screen.
Retrieve the document as described in the section titled "Corporate
Documents" on page 17.
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Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Viewer Opening a Corporate Document
Opening a Corporate Document
To open a document:
1. From the File menu, select Open.
2. Highlight the Document. If you want to open more than one document,
first hold down the Ctrl key and then select the required documents.
3. Click the Open button. Once a document has been opened you can
view the results. For more information on viewing reports, see "Viewing
the Results of a Report" on page 21.
When you have finished working on a document, close it by selecting the
Close command from the File menu.
Note: Only the documents that have been retrieved can be opened. Please refer
to the section called Retrieve Documents for further information.
Opening Recently used Documents.
By default, Report Viewer keeps track of the last five documents you
opened. You can open any of these documents quickly by selecting the
name of the document at the bottom of the File menu. If you want Report
Viewer to list more than five documents in the File menu, select the
Options command from the Tools menu. In the General tab of the Options
dialog box, enter the number of documents you want displayed by selecting
the Show Recently Used File List option, and entering the number of files in
the Entries list box.
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Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Viewer Refresh Corporate Document
Refresh Corporate Document
When you open a report for the first time, it will contain data captured from
the Avaya database. Refresh allows you to update the data in your report,
so that you work with the latest data from your database. To refresh the
report:
1. From the Data menu, select Refresh Data. You can also click on
the toolbar.
2. Select the time scale for the information to be shown in the selected
report when the date range screen shows.
3. Click the OK button.
4. Enter or select values into the screen that appears. The screen will
vary depending upon the type of report (e.g. Agent, Trunk, etc.) you
have selected.
Place the cursor in the relevant text boxes and enter the appropriate
information. The Values button will be enabled when you are required
to select information from the database, i.e. a directory number for an
agent, trunk, etc.
5. Click the Values button and a new screen will appear. The information
will be displayed in either Tabular View or Hierarchical View. To change
the view click the radio button at the top of the screen next to either
Tabular or Hierarchical.
If this is the first time you have viewed the list of values, the query for
the list now connects to the database in order to retrieve the values.
6. Click the Refresh button to run the query for the list of values and
retrieve an updated result from the database.
7. Click the required Value and then click OK.
8. From the Enter or Select Values screen click OK.
The status bar at the bottom of the Report Manager screen displays the
progress/process of the Report as it is updating the information. The
duration of updating process for each Report depends upon the Values
that are entered.
During the process of updating a Report, data is being fetched from the
Archiver database. If a field can not be populated because there is no
relevant data then a message may appear. The Query number will differ
depending upon the type of the Report.
Refreshing Agent Activity Trace Report
This report is a special report and has to be run in the following order:
1. Open the Agent Activity Trace Report.
2. From the Data menu, select Refresh Data. You can also click .
3. Fill in the prompts as follows:
AgentDN - Agent's digit directory number (Can be 2,3 or 4 digits
long)
•
•
•
EndDate - End Date as mm/dd/yy format (e.g. 12/14/98) and Time
at which the agent logged On
Start Date - Start Date as mm/dd/yy format (e.g. 12/14/98) and
Time at which the agent logged Off
4. Click on the OK when you have entered the required details.
Note: This Report does not support the List of Values option. You must type in
the required Agent Dn field.
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Report Manager 38HBK00001SCB Issue 9 (18/07/2002)