Avaya Wallboard User manual

User Guide
Wallboard
Release 2.0 - Issue 0

Copyright©1997-1999. Avaya Inc.
All rights reserved. Printed in USA.
Notice
Every effort was made to ensure that the information in this manual was complete and accurate at the time of
printing. However, information is subject to change.
Your Responsibility for Your System's Security
Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example,
persons other than your company's employees, agents, subcontractors, or persons working on your company's
behalf. Note that there may be a riskof toll fraud associated with your telecommunications system and, if toll fraud
occurs, it can result in substantial additional charges for your telecommunications services.
You and your system manager are responsible for the security of your system, such as programming and
configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all
installation, instruction, and system administration documents provided with this product in order to fully
understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk.
Avaya Inc. does not warrant that this product is immune from or will prevent unauthorized use of common-carrier
telecommunication services or facilities accessed through or connected to it. Avaya Inc. will not be responsible for
any charges that result from such unauthorized use.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical support or assistance, call the
Technical Service Center Toll Fraud Intervention Hot-line at 1-800-643-2353.
Trademarks
Avaya Computer Telephony is a registered trademark of Avaya Inc.
Avaya CallMaster is a registered trademark of Avaya Inc.
Definity is a registered trademark of Avaya Inc.
MultiVantage is a registered trademark of Avaya Inc.
INTEL and Pentium are registered trademarks of Intel Corporation.
Microsoft, MS, MS-DOS, and Windows are registered trademarks of Microsoft Corp.
All other product names mentioned herein are the trademarks of their respective owners.
Avaya National Customer Care Center
Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center.
The support telephone number is 1-800-242-2121. For technical support, customers outside the United States
should call their Avaya representative or distributor.
European Union Declaration of Conformity
Avaya Inc. Business Communications Systems declares that the equipment specified in this document conforms to
the referenced European Union (EU) Directives and Harmonized Standards listed below:
EMC Directive 89/336/EEC
Low Voltage Directive 73/23/EEC
The CE” mark affixed to the equipment means that it conforms to the above Directives.
Website
For more information on all Avaya Contact Center Express products, refer to the company website
(http://www.AvayaContactCenterExpress.com).

Software License Agreement
Definitions
Term Definition
Avaya Avaya Inc.
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software or for whom such license was purchased.
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Documentation The manual and any other printed material provided by Avaya for the client
software.
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right to use the client software on one or more single-user devices. The maximum simultaneous users of the client
software being limited to the number of single-user licenses purchased and owned by you. Avaya reserves all
rights not expressly granted to you.
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its licensors. The source code and embodied trade secrets are not licensed to you and any modification, addition,or
deletion is strictly prohibited. You agree not to disassemble, decompile, or otherwise reverse engineer the client
software in order to discover the source code and/or the trade secrets contained in the source code or for any other
reason. To the extent that the client software is located in a Member State of the European Community and you
need information about the client software in order to achieve interoperability of an independently created
software program with the client software, you shall first request such information from Avaya. Unless Avaya
refuses to make such information available, you shall not take any steps, such as reverse assembly or reverse
compilation, to derive a source code equivalent to the client software. Avaya may charge you a reasonable fee for
the provision of such information.
Copies. You may make multiple copies of the client software for your own use with Avaya contact center agent
digital voice terminals, provided you do not violate the License Grant in paragraph 1, and you do not receive any
payment, commercial benefit, or other consideration for reproduction or use. You may not copy documentation
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shall terminate.
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be released and discharged from all obligations and liabilities under this agreement.

v
Contents
Software License Agreement 3
Chapter 1 Preface 6
Document Conventions.................................................................................................................................7
Related Documents.......................................................................................................................................7
Chapter 2 Introduction 8
What is Wallboard? ......................................................................................................................................9
Thresholds.......................................................................................................................................10
How does Wallboard Work?.......................................................................................................................12
Chapter 3 Installation 14
Install Application ......................................................................................................................................15
Chapter 4 Administration 16
Configuration Overview.............................................................................................................................17
Configurable Parameters.............................................................................................................................18
Configure Wallboard via Setup Screen.......................................................................................................22
Wallboard Properties.......................................................................................................................25
Thresholds.......................................................................................................................................27
Displayed Devices...........................................................................................................................32
Configure Wallboard via Configuration Server..........................................................................................48
Chapter 5 Operation 51
Start Wallboard...........................................................................................................................................52
Send Message .............................................................................................................................................54
Close Wallboard .........................................................................................................................................55
Glossary of Terms 56
Index 59

6
CHAPTER 1
Preface
This chapter provides information that will help you use this document.
In This Chapter
Document Conventions.............................................................. 7
Related Documents..................................................................... 7

Preface 7
Document Conventions
Convention Description
Initial Capital Letters Names of windows and dialog boxes. For example, the
Add VDN dialog box appears.
[key] or [button] The name of a button or keyboard key. For example,
click the [Blind] button or press the [F5] key.
Key+key Hot key combinations you press down simultaneously
to make the computer perform a function. For
example, the Ctrl+S hot key combination saves your
document.
Italicized text Reference documents.
Click and double-click The action of pressing the left or right mouse button
once or twice. Always click the left button unless the
right button is specified.
Related Documents
For information on the Interaction Data Server, refer to the following
documentation on the Avaya Contact Center Express CD:
Interaction Data Server User Guide
For information on the Configuration Server, refer to the following documentation
on the Avaya Contact Center Express CD:
Configuration Server User Guide

8
CHAPTER 2
Introduction
In This Chapter
What is Wallboard?.................................................................... 9
How does Wallboard Work?...................................................... 12

Introduction 9
What is Wallboard?
Wallboard is a Windows-based application that displays real-time and statistical
information on VDNs, skills or splits and agents in a marquee window.
Installed on agent PCs, the scroll bar of information allows agents to closely track
their personal work performance and the performance of their work group (skill or
split).
Statistical information is sent to Wallboard from the Interaction Data Server,
which monitors VDNs, splits, skills and agent extensions, and then calculates
statistics about all facets of a call.
Statistics can be displayed for short intervals (up to one hour) and/or shifts (any
length of time between one and 24 hours). A shift corresponds to a period of
on-duty time by a group of agents.
The calculation of interval-based statistics for agents, VDNs and split/skills allows
you to analyse work trends throughout the day, while the gathering of shift-based
statistics allows you to view accumulated results. Intervals and shifts are
configured in the Interaction Data Server.
Wallboard can be used as an Agent extension or a standalone application.
Agent Extension
Standalone Application
VDN information includes:
VDN names and numbers
The number of calls waiting to be answered for the specified VDN
The length of time the first call in the queue has been waiting (in seconds)
The average length of time agents are talking to callers to this VDN (in
seconds)
The average length of time callers to this VDN are waiting before their call is
answered (in seconds)
The number of calls to this VDN that have been abandoned
The average length of time callers to this VDN are waiting before abandoning
their calls (in seconds)
Skill or split information includes:
Skill or split names and extension numbers

Introduction 10
The number of calls waiting to be answered for the specified skill or split
The number of agents logged into the skill or split that are available to take
calls
The number of agents logged into the skill or split that are unavailable to take
calls
The average length of time agents logged into the skill or split are talking to
callers (in seconds)
The average length of time callers to this skill or split are waiting before their
call is answered (in seconds)
The number of calls made to the skill or split
The number of calls to the skill or split that have been abandoned
The average length of time callers to this skill or split are waiting before
abandoning their calls (in seconds)
Agent information includes:
Agent names, IDs and station numbers
The current work mode of the specified agent
The number of calls the agent takes per hour
The average length of time the agent spends on a call (in seconds)
The average length of time the agent spends in After Call Work mode (in
seconds)
The average length of time the agent spends in Auxiliary mode (in seconds)
The agent's pending work mode
The agent's pending reason code
The last reason code the agent used
The skill or split group the agent is logged into
Thresholds
Most of the time, Wallboard will appear (color of text and background) and
behave (how the text moves) as you configure it in the default properties (see
"Wallboard Properties" on page 25).
If, however, you have a few parameters you consider extremely important (for
example, service levels or the number of calls waiting) and you want any
exceptional statistics to jump out and be noticeable, you can apply a threshold to
them. A threshold contains one or more alert values that, when reached, force
Wallboard to appear and behave in a different manner from the default properties.
In the following example, the default properties are operating: blue background
and white, still text. The agent, named Tracey, has an average talk time of 56
seconds (for the interval specified in the Interaction Data Server), while agents
working in the help desk have answered 79 per cent of their calls within the
expected service level time. Over the entire shift, help desk staff have answered
129 calls.
Agent Tracey Average Talk Time56 VDN Help Desk Service Levels79 Shift Total

Introduction 11
Now, let us imagine, a threshold has been applied to the service levels parameter
with a lower alert level value of 75. If the service level falls to this value or
beyond, the alert's display properties become active. In the following example,
service levels fall to 74 so Wallboard displays a yellow background and black,
scrolling text. In addition, the device type and number (VDN 8391) and any
introduction text (Alerting) precedes the string of information for that device.
Agent Tracey Average Talk Time54 Alerting VDN 8391 VDN Help Desk Service Levels
7
Weighting
If Wallboard receives statistics from the Interaction Data Server that trigger more
than one alert, Wallboard chooses which one to bring to your attention based on
the weighting you assign each alert. The alert with the highest weight is triggered.

Introduction 12
How does Wallboard Work?
Running under Microsoft Windows 98, NT 4.0, 2000 or XP, Wallboard
communicates with the Interaction Data Server to access statistical data. The
Interaction Data Server can be receiving information from a single switch or
multiple switches.
When Wallboard starts up, it connects to the Interaction Data Server and instructs
it to feed back the statistical data at the interval specified in Wallboard's
configuration. If Wallboard is working as a standalone application, the
configuration data is sourced from Wallboard's configuration file. If it is working
as an Agent extension, the data is sourced from the Agent's configuration file.
Agent Extension
Definity/MultiVantage/
Avaya CM
Definity/MultiVantage/
Avaya CM
Definity/MultiVantage/
Avaya CM
Age
n
Wallboard Agent
configuration data
Interaction Data
Server
Agent.i
n
Configuration
system r
e

Introduction 13
Standalone Application
Definity/MultiVantage/
Avaya CM
Definity/MultiVantage/
Avaya CM
Definity/MultiVantage/
Avaya CM
Wallboard
Interaction Data
Server Wallboard.ini
(for example)
Note: The version of Agent must beActive Telephony 5.0,Contact Center Express
2.0 or later.

14
CHAPTER 3
Installation
In This Chapter
Install Application...................................................................... 15

Installation 15
Install Application
For full instructions on how to install this application, refer to the Contact Center
Express Installation Guide (Contact Center Express Installation Guide.pdf).
In addition to the standard installation steps, this document explains:
how you can use command line parameters during installation to dictate
where configuration information is retrieved.
how you can change the configuration source from the local .ini file to the
Configuration Server if an application has already been installed.
how to automatically (silently) install an application following a set of
pre-defined selection options.
The Contact Center Express Installation Guide is on the Contact Center Express
CD (Overview and Miscellaneous folder) or can be downloaded from the Avaya
Contact Center Express website (http://www.AvayaContactCenterExpress.com).

16
CHAPTER 4
Administration
In This Chapter
Configuration Overview............................................................. 17
Configurable Parameters ............................................................ 18
Configure Wallboard via Setup Screen ...................................... 22
Configure Wallboard via Configuration Server.......................... 48

Administration 17
Configuration Overview
To easily configure Wallboard, you should use the application's user-friendly
Setup administration screen (see "Configure Wallboard via Setup Screen" on
page 22). If you are using Wallboard as a standalone application, it automatically
adds information to the Wallboard configuration file or the Configuration Server
database (depending where the application is sourcing its configuration data). If
you are using the Configuration Server, you need to run the AS Wallboard
Template Add.sql script to add the Wallboard template to the database.
If you are using Wallboard as an Agent extension, using the Setup administration
screen automatically adds information to the Agent configuration file or the
Configuration Server database. Note: Wallboard's configuration parameters are
automatically added to the ActiveAgent.ini during Wallboard's installation. If,
however, you are using the Configuration Server, you will need to run the AS
Wallboard Agent Extension Add.sql script to add Wallboard parameters to the
Agent template and to update existing Agent user configurations. Running the AS
Wallboard Agent Extension Remove.sql script will delete Wallboard parameters
from the Agent configuration.
To configure Wallboard using the Setup administration screen, the
AdministratorEnabled parameter must be set to True in the configuration .ini file.
By default, if the configuration file is not found, Wallboard warns the user and
creates a new Wallboard.ini with default values.
If you want to manually set or update information directly into the configuration
file, refer to the configuration parameter definitions (see "Configurable
Parameters" on page 18).
Using Wallboard as a Standalone Application & Agent
Extension
If you have a contact center environment where you sometimes run Wallboard as a
standalone application and other times as an Agent extension, you can tell
Wallboard to source its configuration data from the ActiveAgent.ini file, no matter
what the scenario. This saves you from maintaining two different sets of
configuration data.
This time-saving feature is achieved by redirecting the application's inbuilt
Configuration Client via the command line:
For example: "C:\Program Files\Avaya\Contact Center
Express\Desktop\Wallboard\ActiveWallboard.exe" /z ActiveWallboard/f
C:\Program Files\Avaya\Contact Center Express\Desktop\Agent\ActiveAgent.ini

Administration 18
Configurable Parameters
Note: All the parameters within the one section must have the same number of
delimited items. To display more than one item for the same parameter, separate
the items using a comma as a delimiter: For example:
VDN=1234,1245,1246,1247. Parameters with '0' value, do not display in the .ini
file. Default values are either '0' (number) or left blank (string).
[AIDS]
AIDSAddress. The IP address of the Interaction Data Server.
AIDSPort. The IP port the Interaction Data Server uses to connect to Wallboard.
[Wallboard]
wbHeight. The height, in pixels, of Wallboard. The height is automatically saved in
the configuration after it is adjusted within the application.
wbWidth. The width, in pixels, of Wallboard. The width is automatically saved in
the configuration after it is adjusted within the application.
wbLeft. The distance, in pixels, of Wallboard from the left side of the screen at
startup. The distance is automatically saved in the configuration after it is adjusted
within the application.
wbTop. The distance, in pixels, of Wallboard from the top of the screen at startup.
The distance is automatically saved in the configuration after it is adjusted within
the application.
BackgroundColor. The default background color of Wallboard.
AlertOnMessage. If set to True, the user can specify how they want broadcasted
messages to display.
UpdateTime. How often, in seconds, you want Interaction Data Server to send
statistical information to Wallboard.
AdjustToAA. The positioning of Wallboard when Agent is moved around the
screen. True = Wallboard moves with Agent. False = Wallboard separates from
Agent.
wbOnTop. The position of Wallboard in relation to other applications. True =
always appears on top of other application interfaces. False = disappears behind
other application interfaces when they are being used.
AdministratorEnabled. If set to True, a user can change behavioral settings from
the Wallboard interface.
MarqueeDelay. The speed at which the text scrolls. The higher the value, the
slower the text. Note: The speed may be limited by the performance of your
central processing unit (CPU) and the height of the wallboard.

Administration 19
MarqueeScrollAmount. The distance, in pixels, the text 'jumps' as it scrolls across
the panel. The lower the value, the smoother the movement.
MarqueeStyle. The behavior of the text. 0 = still, 1 = scrolling (the text moves
constantly in one direction), 2 = sliding (the text moves then stops), 3 = blinking
(the text blinks on and off), 4 = bouncing (the text moves constantly and then
reverses direction).
MsgDisplayTime. The length of time, in seconds, the message displays.
EnableSendMessage. If set to True, a user can send messages from Wallboard to
the Interaction Data Server.
SetupFirstPaneWidth. The width, in pixels, of the first pane in the Setup
administration screen. The width is automatically saved in the configuration after
it is adjusted within the application.
SetupHeight. The height, in pixels, of the Setup administration screen. The height
is automatically saved in the configuration after it is adjusted within the
application.
SetupTop. The distance, in pixels, of the Setup administration screen from the top
of the screen. The distance is automatically saved in the configuration after it is
adjusted within the application.
SetupWidth. The width, in pixels, of the Setup administration screen. The width is
automatically saved in the configuration after it is adjusted within the application.
Help File. The name of the Help file: English Wallboard Help.chm (HTML Help)
or English Wallboard Help.hlp (Win Help).
Display Info Alerting Device. A value that determines whether text (introduction
text and the device type and number) will display before the alerting device. True
= text will display, False = text will not display.
SetupLeft. The distance, in pixels, of the Setup administration screen from the left
side of the screen. The distance is automatically saved in the configuration after it
is adjusted within the application.
Intro Text Alerting Device. The text that will appear before the device that is
alerting.
ForeColorNoThreshold. The default text color of Wallboard.
[SwitchList]
swSwitchNumber. The ID number of the switch the Interaction Data Server
receives information from.
[AgentList]
The [AgentList] section of the configuration .ini file is automatically created when
you configure Wallboard via the Setup administration screen. For each parameter
you select using the Setup screen, there are three types of line items written to the
.ini file.
ParameterName. The name of the parameter.

Administration 20
txtParameterName. The text that prefaces the parameter.
DispOrderParameterName. The number that determines the parameter's order in
the list. The parameter will not display if the display order is set to 0.
DisplayCondition. The value that determines when the device displays on
Wallboard. 0=Always displays, 1=Displays only if it is being monitored by the
Interaction Data Server, 2=Does not display. The default value is 0.
[SkillList]
The [SkillList] section of the configuration .ini file is automatically created when
you configure Wallboard via the Setup administration screen. For each parameter
you select using the Setup screen, there are three types of line items written to the
.ini file.
ParameterName. The name of the parameter.
txtParameterName. The text that prefaces the parameter.
DispOrderParameterName. The number that determines the parameter's order in
the list. The parameter will not display if the display order is set to 0.
DisplayCondition. The value that determines when the device displays on
Wallboard. 0=Always displays, 1=Displays only if it is being monitored by the
Interaction Data Server, 2=Does not display. The default value is 0.
[VDNList]
The [VDNList] section of the configuration .ini file is automatically created when
you configure Wallboard via the Setup administration screen. For each parameter
you select using the Setup screen, there are three types of line items written to the
.ini file.
ParameterName. The name of the parameter.
txtParameterName. The text that prefaces the parameter.
DispOrderParameterName. The number that determines the parameter's order in
the list. The parameter will not display if the display order is set to 0.
DisplayCondition. The value that determines when the device displays on
Wallboard. 0=Always displays, 1=Displays only if it is being monitored by the
Interaction Data Server, 2=Does not display. The default value is 0.
[Wallboard Error]
AlertOnError. A value that determines whether error text will display. True = error
text will display, False = error text will not display.
ErrDisplayTime. The number of seconds you want the error to display for.
ForeColorError. The color of the error text.