Nortel CC MIS User manual

CC MIS
Guide
Call Center Management Information System
Getting Started
Quick Start Guide
Supervisor’s Interface
Preliminary 297-2671-175.05.05
CC MIS
Release
5.2

Page ii CC MIS Getting Started Guide
CC MIS
CC MIS Getting Started Guide
__________________________________
Quick Start in the Supervisor’s Interface
CC MIS Release 5.2
NTP: 297-2671-175.05.05
Status: Preliminary
Date: January 2002
____________________________________
© 1995 -2002 Nortel Networks Corporation
All rights reserved.
____________________________________
NORTEL NETWORKS CONFIDENTIAL:
The information contained in this document is the property of Nortel Networks (formerly Northern Telecom, Inc.).
Except as specifically authorized in writing by Nortel Networks, the holder of this document shall keep the
information contained herein confidential and shall protect same in whole or in part from disclosure and
dissemination to third parties and use same for evaluation, operation, and maintenance purposes only.
Information is subject to change without notice. Nortel Networks reserves the right to make changes in
design or components as progress in engineering and manufacturing may warrant.
DMS, Meridian Call Center MIS, and ACD MAX are trademarks of Nortel Networks. Microsoft Exchange,
Windows, Windows NT, Windows 2000, Windows XP and Windows 95 are trademarks of the Microsoft
Corporation. Other trademarks, product names, or servicemarks contained in this guide are property of their
respective owners.
European Regulatory Compliance and CE Marking:
The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/336/EEC for
ElectroMagnetic Compatibility and 73/23/EECfor Safety.
This product is intended for deployment in a light industrial, non-domestic environment and complies with the
relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is class A equipment, in a domestic
environment this equipment may cause radio interference in which case the user may be required to take adequate
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NOTICE: Notwithstanding any explicit confidentiality or proprietary markings to the contrary, the
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CC MIS Getting Started Guide (297-2671-175) iii
January 2002
Preliminary version for CC MIS Release 5.2.
Publication History

iv
Publication History
CC MIS
CC MIS
CC MIS Getting Started Guide (297-2671-175)
Release 5.2

CC MIS Getting Started Guide (297-2671-175) Page v
Release 5.2
About this Guide ...................................................................................xi
Key features added in Release 4 ...........................................................................xiii
Locating an Agent or Position ...........................................................................xiii
Tracking of Dual DN keys .................................................................................xiii
Report Status / Cancelling Pending Reports ......................................................xiii
Interval Configuration ........................................................................................xiv
PC-Attached Wallboards ...................................................................................xiv
Windows Basics .....................................................................................1-1
How to begin ...........................................................................................................1-1
Key terms ................................................................................................................1-2
Mouse cursor ..........................................................................................................1-2
Screen layout and components .............................................................................1-3
Description of components ................................................................................1-3
Using scroll bars .....................................................................................................1-4
Viewing pulldown menus ......................................................................................1-5
Selection from menu bar ....................................................................................1-5
Selection from within screen (workspace menu button) ....................................1-5
Cascade menus .......................................................................................................1-6
Contents

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Release 5.2
Keyboard accelerators ..........................................................................................1-6
Dialog box ...............................................................................................................1-6
Tool Bar ..................................................................................................................1-6
Online Help Screens ..............................................................................2-1
Accessing the help function ...................................................................................2-1
Help options ...........................................................................................................2-1
Help Topics ........................................................................................................2-2
Window ..............................................................................................................2-2
Using Help .........................................................................................................2-3
Logging into CC MIS ...........................................................................3-1
Logging in ...............................................................................................................3-1
Double-click on the CC MIS icon .....................................................................3-2
Click on Session and select Login option ..........................................................3-2
Enter supervisor ID and password (as required) ................................................3-2
CC MIS Main window is displayed ...................................................................3-3
Download New version .....................................................................................3-3
Logging out .............................................................................................................3-4
When the system goes down .................................................................................3-4
Exiting CC MIS .....................................................................................................3-4
Defining communications (Communications Setup screen) ..............................3-5
Client Services (Printer, Fax and Filing Setup) ..................................................3-6
Services Tab .......................................................................................................3-7
Filing Tab ...........................................................................................................3-7
Printer Tab .........................................................................................................3-8
Text Tab .............................................................................................................3-8
Graphics Tab ......................................................................................................3-9
Customizing Graphical Reports Colors .............................................................3-9
Email/Fax Tab ...................................................................................................3-10
Wallboard Tab ...................................................................................................3-10
Color Customization .............................................................................................3-11
CC MIS Main Functions ......................................................................4-1
Displays menu ........................................................................................................4-1
Reports menu .........................................................................................................4-2
Config menu ...........................................................................................................4-2
Profile menu ...........................................................................................................4-2
Admin menu ...........................................................................................................4-3
Networked CC MIS ...............................................................................................4-3
Agent Status Display .............................................................................5-1
Introduction ...........................................................................................................5-1
Accessing the Agent Status display ......................................................................5-1
Agent Status display ..............................................................................................5-1
Agent Status display field descriptions ..............................................................5-2
Setting the view and display .................................................................................5-3
Your default view ..............................................................................................5-3
Selecting fonts for the displays ..........................................................................5-3
Controlling the information presented in the display ........................................5-3
Showing elapsed time for agent positions .........................................................5-3
Hold Time ..........................................................................................................5-3

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Release 5.2
ACD Group detail window ...................................................................................5-4
Subgroup detail window .......................................................................................5-4
Miscellaneous display functions ...........................................................................5-5
Selecting colors and fonts for displays ..............................................................5-5
Saving Preferences .............................................................................................5-5
Monitoring another supervisor ..........................................................................5-5
Agent Detail window .............................................................................................5-6
Queue Statistics Display .......................................................................6-1
Introduction ...........................................................................................................6-1
Accessing the Queue Statistics display ................................................................6-1
Changing or controlling the Queue Statistics display ........................................6-2
Setting the view .................................................................................................6-2
Your default view ..............................................................................................6-3
Controlling the format .......................................................................................6-3
Changing the display format without changing the default ...............................6-3
Creating your own Queue Statistics display .......................................................6-4
Overview of the process ........................................................................................6-4
Step 1: Defining formulas ..................................................................................6-4
Step 2: Defining quadrants ................................................................................6-5
Step 3: Defining screens ....................................................................................6-7
Wallboard Messages .............................................................................7-1
Introduction ...........................................................................................................7-1
Accessing the message screen ...............................................................................7-1
Wallboard Message Definition screen fields .....................................................7-2
Defining a wallboard message ...........................................................................7-4
Wallboard Display Definitions .............................................................................7-5
Wallboard Display Definition screen fields ......................................................7-5
Defining a wallboard display ............................................................................7-7
Sending a message to the wallboard ..................................................................7-8
...........................................................................................................................7-8
...........................................................................................................................7-8
Clearing a wallboard ..........................................................................................7-9
Alarms (SNMP) .....................................................................................8-1
Introduction ...........................................................................................................8-1
Description .............................................................................................................8-2
Tool bar ..............................................................................................................8-2
Status bar ...........................................................................................................8-2
Form template ....................................................................................................8-3
SNMP Community Setup ......................................................................................8-5
SNMP MIB Transfer .............................................................................................8-5
Reports ...................................................................................................9-1
Introduction ...........................................................................................................9-1
Accessing the reporting functions ........................................................................9-1
Generating a report ...............................................................................................9-1
Identifying the report format .............................................................................9-2
Standard formats ................................................................................................9-2
Personal formats ................................................................................................9-2
Public formats ....................................................................................................9-2

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Release 5.2
Identifying the format of the report ...................................................................9-2
Identify the type of report ..................................................................................9-3
Generating a report ...............................................................................................9-3
Creating a printed report ....................................................................................9-3
Creating a data export report .............................................................................9-3
Printing reports ..................................................................................................9-3
Viewing reports at your terminal .......................................................................9-3
Requesting the report .........................................................................................9-3
Scheduling a report for printing .........................................................................9-3
Defining report parameters ................................................................................9-4
Fields in the Report Parameter Definition screen ..............................................9-5
Interval Configuration .......................................................................................9-7
Report Status ......................................................................................................9-8
Cancelling Pending Reports ..............................................................................9-8
Cancelling Report Generation ...........................................................................9-8
Creating a report definition ................................................................................9-9
Creating ad-hoc reports ........................................................................................9-10
Determining report status ..................................................................................9-10
Viewing a report at your desktop .......................................................................9-10
Viewing the report parameters ...........................................................................9-10
Generating a data export report ..........................................................................9-11
Viewing another supervisor's report ..................................................................9-11
Generating an Event Log report ........................................................................9-12
Printing a system report .....................................................................................9-12
Customizing Reports .............................................................................................9-14
Tabular formats ..................................................................................................9-14
Field descriptions ...............................................................................................9-14
Graphic formats .................................................................................................9-15
Field descriptions ...............................................................................................9-15
Printing custom reports .......................................................................................9-17
Spectrums ...............................................................................................................9-18
Listing of standard report formats .....................................................................9-19
Configuration Control ..........................................................................10-1
Introduction ...........................................................................................................10-1
Networked CC MIS ...............................................................................................10-1
Accessing configuration control functions ..........................................................10-1
Ad hoc Load Management screens ......................................................................10-2
Screen functionality ...........................................................................................10-2
Insert Dialog Box ...................................................................................................10-2
Changing agent position assignments ..................................................................10-3
Show Changes ...................................................................................................10-3
Position Assignments screen fields ...................................................................10-3
Moving an active position to a new group .........................................................10-4
Changing agent set parameters ............................................................................10-5
Agent Set Parameters screen fields ....................................................................10-5
Changing queue size parameters of an ACD group ...........................................10-7
Queue Size screen fields ....................................................................................10-7
Changing time overflow parameters of an ACD group .....................................10-9
Time Overflow screen fields .............................................................................10-9
Changing the overflow targets for an ACD group .............................................10-11
Overflow Targets screen fields ..........................................................................10-11
Changing recorded announcements parameters - ACD group .........................10-12

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Recorded Announcements screen fields ............................................................10-12
Changing special routing parameters for an ACD group ..................................10-14
Special Routing option screen fields ..................................................................10-14
Changing network parameters for an ACD group .............................................10-16
Network Parameters option screen fields ..........................................................10-16
Changing ACD-DN assignments and priorities ..................................................10-18
ACD-DNs screen fields .....................................................................................10-18
Changing network targets .....................................................................................10-20
Network Targets option screen fields ................................................................10-20
Using Configuration Control efficiently ..............................................................10-21
Viewing Configuration Control database tables .................................................10-23
Configuration Control database tables ...............................................................10-23

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CC MIS Getting Started Guide (297-2671-175)
Release 5.2

CC MIS Getting Started Guide (297-2671-175) Page xi
About this Guide
CC MIS
CC MIS
Release 5.2
About this Guide
This is the Getting Started Guide for CC MIS (NTP 297-2671-175). This
guide should be used in conjunction with other NTPs issued in support of
CC MIS.
This guide is intended to be used by supervisors who are new to the CC MIS
product. It provides these users with the basic steps and information needed
to gain quick access to all of the major functions available to a supervisor
terminal.
This guide is intended to provide a quick overview of the CC MIS Supervi-
sor’s interface. For a more detailed explanation of CC MIS functions, refer
to the CC MIS Online Help.
This guide does not cover the System Administration functions which are
accessed using the Admin command. Information concerning the use of
these functions is presented in the CC MIS Online Help which is accessed
from any window in the CC MIS product.
If you are upgrading from a prior release of CC MIS (for example 3.2 to
5.1), the following list of features were added to the Supervisor Interface in
CC MIS Release 4.0:
• Networked CC MIS Real-Time Statistics - Changes to load management and real-
time statistics and screens to allow for the consolidated viewing of data from all
partitions in a CC MIS network. This enhancement also allows network supervisors
to perform the same load management functions as local supervisors. The Config-
uration Control screens display a Node field and the Insert windows allow for se-
lection of a node, then the insertion of groups on that node.
• Networked CC MIS Historical Statistics - Reporting capability has been enhanced
to allow the generation of reports that contain data from multiple CC MIS nodes.
This network enhancement is available to supervisors who are logged into a Net-
work Access Partition (NAP).
audience and scope
audience and scope
new features in release 4
new features in release 4

About this Guide
CC MIS
CC MIS
Page xii CC MIS Getting Started Guide (297-2671-175)
Release 5.2
• Windowscompletion-Allremainingemulationmodewindowshavebeenconverted
to a true Windows interface.
• Increased Capacities - The following capacities have been increased: ACD groups
to 512, Supplementary DNs to 8704, Number of Agents to 5000, and number of
agent IDs to 9999.
• Agent location by Login ID - Provides a Find command in the agent status display
to locate an agent or position in the display.
• Walkaway Code Treatment - A new field was added to the Walkaway Code Defini-
tion window that allows you to specify if a walkaway code is to be pegged and re-
ported as not ready or walkaway time.
• Multiple DN key support - CC MIS now correctly reports on positions with up to 2
simultaneous secondary DN calls active.
• Additional Shift and 24 hr statistics - Several new Shift and 24 hr statistics were
added to the CC MIS product. The following new statistics are for both Shift and
24hr:
- MAX TOF DELAY
- MAX ANS DELAY
- MAX ABD DELAY
- TOT TOF DELAY
• Enhanced Wallboard support - The wallboard interface has been enhanced to sup-
port multi-line messages, multi-color characters, and visual and audible alarms.
These enhancements can be used on the new Spectrum Wallboards. Three wall-
board models supported in Release 4.0 are: Nortel (Spectrum), Daktronics, and ge-
neric.
• Walkaway Statistics by agent - The walkaway statistic has been enhanced to allow
storage of walkaway statistics by agent or by ACD group. This enhancement also
affects Walkaway reporting by allowing you to specify an agent or agent(s) to be
included in the Walkaway report.
• Report Services - The Reporting feature in CC MIS has been enhanced to allow tab-
ular reports to be sent to electronic mail addresses, or faxed. These enhanced op-
tions are in addition to printing to a file, or directing the report to a printer. (Note:
The e-mail and fax capabilities require Microsoft ExchangeTM .) A Report Status
Logs window was added to allow you to view the status all requested reports.
• Printing of Graphic Reports - Graphic reports can only be printed to PC-attached
printers.
• Configurable Intervals - Flexible intervals can be defined in the Maintenance Inter-
face in intervals of 5, 10, 15, 30, and 60 minutes or turned off. Interval settings can
be viewed in the Supervisor Interface from the Reports menuon the Report Param-
eters window.
• Color Customization - On systems that support more than 256 colors, the Color
Maps in the Color Selection dialogs for both printers and displays will allow cus-
tomization of the colors. The Color dialog is accessed by clicking on the Customize
button that will be displayed on the Color Selection window.
The following interface has been removed in Release 4.0:
• Text Interface - The Text interface is no longer supported.

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About this Guide
CC MIS
CC MIS
Release 5.2
Key features added in Release 4
Below are some key features found in the Supervisor’s Interface that were
added in Release 4.0 and are present in CC MIS Release 5.0.
Locating an Agent or Position
Starting in Release 4, you can locate and agent or position using the View /
Find command on from the Agent Status window. The Find Agent-Position
dialog is shown below.
Tracking of Dual DN keys
The status of two DN keys can be viewed. This option is activated using the
Preferences/Dual DN Status option. When activated, a second timer for the
second DN is displayed.
Report Status / Cancelling Pending Reports
After a report is requested, the status of the report can be viewed or the pend-
ing report cancelled using the Report status logs window. This window is
accessed from the Reports menu on the CC MIS Main window.

About this Guide
CC MIS
CC MIS
Page xiv CC MIS Getting Started Guide (297-2671-175)
Release 5.2
Interval Configuration
Intervals for each hour of the day are configured in the Maintenance Inter-
face. The intervals used by your partition can be viewed while in the Report
Parameters Definition window by selecting the Reports / Intervals com-
mand. The Interval Configuration dialog is displayed. Intervals that are al-
lowed in Release 4.0 are: 5, 10, 15, 30, and 60 minutes.
PC-Attached Wallboards
Wallboards can now be attached to the Supervisor’s PC. Wallboards sup-
ported in Release 4 include: Nortel, Daktronics, and generic.
Note: Only Nortel wallboards can be connected as PC-attached wallboards.
Use the Session / Setup / Wallboards command to access the Wallboard Set-
up window.

CC MIS Getting Started Guide (297-2671-175) Page xv
About this Guide
CC MIS
CC MIS
Release 5.2
The following changes and enhancements were added to CC MIS in Release
5.0. (Re-enqueue features require BCS43).
• Enhanced handling of ACD Re-Enqueued Calls adding the following new statistics
to the formulas list in the Report Formula Definition window. These will appear in
the appropriate statistics group formulas list:
- Abd After RENQ
- Num RENQ Routed
- RENQ Via Force Out
- RENQ Via Not Ready
• RENQ fields were added to the Configuration Control - Special Routing window and
to the Configuration Control - Change Orders / Special Routing window. These
fields are described below:
- Re-Enqueue Time - The maximum amount of time in seconds a re-enqueued call
remains queued before being re-routed to the re-enqueue route (Range: 0 -1800).
- Re-Enqueue Route - This is the re-enqueue route that consists of table (Values:
"OFRT", "IBNRTE") and index (Range: 0 - 1023).
- Re-Enqueue Audio Table - Audio group used to provide re-enqueue announcement
to callers prior to re-routing the call to the re-enqueue route (Range: 1 - 512).
• The BCS 43 switch protocol version is now supported and is required to use the
above listed features.
new features in release 5.0
new features in release 5.0

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CC MIS
CC MIS
Page xvi CC MIS Getting Started Guide (297-2671-175)
Release 5.2
• The Num ACD Hold Acts statistic was added to the Report Formula Definition win-
dow and is displayed in the formulas list under the appropriate statistics group.
• Accessto additional OFRT tables (OFR2, OFR3,and OFR4) using theConfig/View/
OFRT Tables sub-menu.
• Access to additional IBNRTE tables (IBNRT2, IBNRT3, and IBNRT4) using the
Config/View/IBNRTE Tables sub-menu.
• The capability of changing route entries to the new tables was added to the Groups/
Time Overflow, Groups/Overflow Targets, and Groups/Special Routing windows
in Configuration Control.
• Entries for the new IBNRTE and OFRT tables can be included in the System Report/
Configuration Report.
• Keycodes are now used to activate optional system features. A prompt to enter a
keycode will appear whenever a system is upgraded from 3.x or 4.x to 5.x or 5.x is
installed on a new system.
• Addition of the DHCP function which allows CC MIS to be connected to a LAN
without the requirement of entering an IP Address. This feature makes use of the
Session / Setup / Communications command. This screen allows you to define sev-

CC MIS Getting Started Guide (297-2671-175) Page xvii
About this Guide
CC MIS
CC MIS
Release 5.2
eral connection profiles and allows you to start a new session of CC MIS with the
profile of your choice. (Multiple sessions connected to different partitions are per-
mitted). When defining a profile, the connection type is selected, the Host IP ad-
dress is specified, and the partition name and password are entered.
• CC MIS Main window was enhanced to display defined clients.
CC MIS allows LAN connections
to the specified host and partition
without the IP address of the
Supervisor’s machine being
defined.
Specify the type of connection,
then the associated fields
displayed for the connection
selected.
Available
connections can
be selected from
the drop-down
menu
Defined Clients

About this Guide
CC MIS
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Page xviii CC MIS Getting Started Guide (297-2671-175)
Release 5.2
• Agent Trace option was added to the Admin / Agent Definition screen.
• Client Management was added to the Admin menu.
Agent Trace field
Selecting the
Client Management
displays the
Client Management
screen.

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CC MIS
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Page xix CC MIS Getting Started Guide (297-2671-175)
Release 5.2
• Enhancements were madeto the CC MIS ClientServices tab window (Session / Set-
up / Client Services). Selecting the clients under the Services tab causes the clients
to be displayed on the CC MIS Main window.
• Wallboard "Quick Messages" can now be sent from the Wallboard Message Defini-
tion and Wallboard Run Table windows.
Quick Message fields

About this Guide
CC MIS
CC MIS
Page xx CC MIS Getting Started Guide (297-2671-175)
Release 5.2
The following changes and enhancements were added to the CC MIS Super-
visor Interface in Release 5.1.
• A new Subgroup Detail screen was added to Agent Status. This screen is displayed
from the Agent Status screen by right clicking on a subgroup in the Navigator win-
dow..
• A new search feature was added that allows the finding of an agent by name or ID.
(A complete name must be used.) This feature is implemented on the Find dialog.
• The Wallboard Run Table was modified. The new screen is shown below.
• A Drag and Drop load management was added to Agent Status. This allows you to
quickly reposition agents to different subgroups in the Navigator pane. This feature
is on the Agent Status screen. (Note: Must have Position Reassignment privileges
to use this feature.)
new features in release 5.1
new features in release 5.1