Nortel Call Center Telephone Setup guide

Reporting for Call Center
Release 2.2.1xx
Document Number: 200-0100-110
Document Status: Standard
Document Version: 2.15
Part Code: N0078131
October 2005
Reporting for Call Center Setup and Operations Guide
RCC Setup and Operations Guide

Copyright © Nortel Networks Limited 2005
All rights reserved.
The information in this document is subject to change without notice. The statements, configurations, technical data,
and recommendations in this document are believed to be accurate and reliable, but are presented without express or
implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
Trademarks
*Nortel, Nortel Networks, Nortel (Logo), Nortel Networks (Logo), the Globemark, and This is the way, This is
Nortel (Design mark), This is Nortel Networks (Design mark) are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.

Table of Contents
List of Figures ............................................................................................................ vi
List of Tables.............................................................................................................. ix
Change History ........................................................................................................... x
How to Use this Guide................................................................................................ 1
Introduction.....................................................................................................................................1
How This Guide is Organized..........................................................................................................1
Introduction ................................................................................................................. 3
Introduction.....................................................................................................................................3
Web Based User Interface ..............................................................................................................3
Language Support ..........................................................................................................................4
Administrators and Users................................................................................................................4
Assigned Skillsets...........................................................................................................................4
SQL Historical Database.................................................................................................................5
System Software ............................................................................................................................5
PC Requirements ...........................................................................................................................5
Minimum PC Specifications........................................................................................................5
Minimum Printer Specification....................................................................................................6
Operating System Compatibility ......................................................................................................6
Installation...................................................................................................................8
Introduction.....................................................................................................................................8
Upgrading to Reporting for Call Center ...........................................................................................8
Upgrading a Previous Version of Reporting for Call Center .............................................................8
Deleting Temporary Internet Files ..............................................................................................9
Call Center Reporting Server ...................................................................................................10
Installation prerequisites ...............................................................................................................12
Installing Nortel Networks Reporting for Call Center software........................................................13
TCP/IP Protocol .......................................................................................................................14
Checking Installation of the Windows Networking Component..................................................14
Installing Nortel Networks Reporting for Call Center for a Business Communications Manager Installation
........................................................................................................................................15
Installing Nortel Networks Reporting for Call Center for a CallPilot Installation ..........................15
Settings Required for Windows XP Service Pack 2 ..................................................................23
Settings Required for Windows 2003 Server, IIS 6 ...................................................................26
Change 1: Enable Active Server Pages..............................................................................26
Change 2: Allow IIS 6 to see the Path to the RCC Folder ..................................................27
Change 3: Allow RCC to access its .dat data files ..............................................................29
Change 4: Create a new Application pool and add RCC to it ..............................................31
Upgrading Reporting for Call Center ........................................................................................33

Table of Contents
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
ii
Allow IIS 6 to see the Path to the RCC Folder.......................................................................... 33
Administration........................................................................................................... 34
Logging In.................................................................................................................................... 34
Changing Default Password ......................................................................................................... 36
Administration Menu .................................................................................................................... 37
Call Center Connection ........................................................................................................... 37
System Administration............................................................................................................. 41
System Admin Settings ..................................................................................................... 42
User Admin ....................................................................................................................... 43
Administration and User Permissions ................................................................................ 45
Skillset Assignment ........................................................................................................... 49
Reporting ................................................................................................................................ 52
Maintenance ........................................................................................................................... 52
System Status................................................................................................................... 53
Logging............................................................................................................................. 53
Company Details..................................................................................................................... 56
Reporting ................................................................................................................................ 56
Using Reporting for Call Center .............................................................................. 58
Logging In.................................................................................................................................... 58
Time Bins Setup........................................................................................................................... 61
Answer Time Bins ................................................................................................................... 61
Abandon Time Bins................................................................................................................. 61
Print Schedules............................................................................................................................ 66
Daily Schedules ...................................................................................................................... 67
Skillset List Selection Methods ................................................................................................ 72
Adding Selections to the Favorites List .................................................................................... 73
Weekly Schedules................................................................................................................... 78
Monthly Schedules .................................................................................................................. 86
Real Time .................................................................................................................................... 95
Using the Real Time Options................................................................................................... 95
Real Time Summary.......................................................................................................... 95
Real Time Summary - Agent Summary.............................................................................. 97
Real Time Summary – Call Summary................................................................................ 98
Hiding the Real Time Panels ........................................................................................... 100
Real Time Detail ............................................................................................................. 101
Call Detail ....................................................................................................................... 101
Agent Detail .................................................................................................................... 103
Agent Alarms ............................................................................................................................. 107
Wallboard Setup ........................................................................................................................ 110
Introduction ........................................................................................................................... 110
Message Formats ................................................................................................................. 110
Parameter Messages ...................................................................................................... 110
Scrolling Messages ......................................................................................................... 111
Summary Messages ....................................................................................................... 112
Using the Wallboard Options ................................................................................................. 113
Wallboard Assignment Page ........................................................................................... 113
Add Wallboard Page ....................................................................................................... 115
Wallboard Parameters..................................................................................................... 116
Wallboard Messages Page.............................................................................................. 120
Alarms ............................................................................................................................ 123
Schedules....................................................................................................................... 130

Table of Contents iii
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Instant Messages.............................................................................................................134
Reports .................................................................................................................... 138
Reports Introduction ...................................................................................................................138
General..................................................................................................................................138
Fundamental Concepts...............................................................................................................138
Report Periods.......................................................................................................................138
Skillset Selection....................................................................................................................138
Private Switched Telephone Network Call (PSTN) and Multimedia Calls ................................139
Direct Calls ............................................................................................................................139
Indirect Calls..........................................................................................................................139
Calls and Call Transactions....................................................................................................139
Call Transactions and the Direct and Indirect Calls.................................................................139
In-Progress Calls ...................................................................................................................140
Report Concepts.........................................................................................................................141
Report Headers .....................................................................................................................141
Report Viewer Toolbar ...........................................................................................................141
Printing a Report....................................................................................................................142
Exporting a Report.................................................................................................................143
File Format ......................................................................................................................143
Exported File Name and Location ....................................................................................144
Page Range ....................................................................................................................144
Exporting the Report........................................................................................................144
Report Magnification ..............................................................................................................145
Report Navigation ..................................................................................................................145
Searching for Text within a Report .........................................................................................145
Using the Reports.......................................................................................................................146
Get latest Call Center Data Button .........................................................................................147
Answered Calls Report ..........................................................................................................147
Abandoned Call Report..........................................................................................................149
Abandoned Calling Line ID Report .........................................................................................152
Agent Capacity Report...........................................................................................................155
Help Request Report .............................................................................................................157
Call Average Report...............................................................................................................160
Agent Average Report ...........................................................................................................163
Agent Profile Report...............................................................................................................166
Agent Activity Report .............................................................................................................170
Agent Audit Report.................................................................................................................174
Activity Code Report by Skillset..............................................................................................179
Activity Code Report by Agent................................................................................................184
Activity Code Report by # of Pegs..........................................................................................189
Summary Report....................................................................................................................194
Summary Report Table....................................................................................................197
Summary Report Graphs .................................................................................................198
Call Profile Report..................................................................................................................199
Call Profile Report Table..................................................................................................201
Call Profile Report Graph.................................................................................................203
Incoming Call Report .............................................................................................................204
Incoming Call Report Table..............................................................................................207
Incoming Call Report Graph.............................................................................................208
Unanswered Help Request Report .........................................................................................210
Agent Average Report by Agent.............................................................................................213
Agent Activity Report by Skillset.............................................................................................216
System Configuration Report .................................................................................................220

Table of Contents
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
iv
Reports Explained ..................................................................................................222
Answered Calls Report............................................................................................................... 222
Abandoned Call Report .............................................................................................................. 225
Abandoned Calling Line ID Report ............................................................................................. 227
Help Request Report.................................................................................................................. 230
Call Average Report................................................................................................................... 232
Agent Average Report................................................................................................................ 234
Usage Example for Average Incoming Call Transaction Duration........................................... 235
Usage Example for Average Break Time Duration ................................................................. 235
Agent Profile Report................................................................................................................... 236
Agent Activity Report.................................................................................................................. 238
Agent Audit Report..................................................................................................................... 240
Activity Code Report by Skillset.................................................................................................. 242
Activity Code Report by Agent.................................................................................................... 244
Activity Code Report by Number of Pegs.................................................................................... 245
Summary Report........................................................................................................................ 246
Call Profile Report...................................................................................................................... 248
Incoming Call Report.................................................................................................................. 250
Unanswered Help Request Report ............................................................................................. 252
Agent Average Report by Agent ................................................................................................. 253
Agent Activity Report by Skillset ................................................................................................. 255
System Configuration Report ..................................................................................................... 257
Upgrading to Reporting for Call Center ................................................................ 258
Introduction................................................................................................................................ 258
What Do I have to Install? ..................................................................................................... 258
Can the old Master PC be used as the Web Host PC? .......................................................... 258
Why is there No ‘Multiple Client’ software to install? .............................................................. 258
Do I have to remove the old Nortel Networks Call Center Reporting 2.5, 3.0 or 3.5 software? 258
Can the new software co-reside with the old software?.......................................................... 258
Backing up the MySQL Database .......................................................................... 260
The mysqldump Utility................................................................................................................ 260
Backing Up the Database...................................................................................................... 260
Restoring from a Backup ....................................................................................................... 260
Troubleshooting Reporting for Call Center .......................................................... 261
Slow Updates on Real Time Screen ........................................................................................... 261
Web Host PC Requires a Host File entry ............................................................................... 261
Anti-Virus Software Slowing Down the File System .................................................................... 261
Cannot Access the Login Page .................................................................................................. 262
Turning off script blocking in Norton Anti-Virus 2001.............................................................. 262
Turning off script blocking in Norton Anti-Virus 2002 or 2003 ................................................. 263

Table of Contents v
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Changing Agent Names..............................................................................................................264
Virtual Folders Not Created in Internet Information Services........................................................265
Accessing Networked Printers From the Web Host PC................................................................266
ipView SoftBoard and Wallboard Summaries ..............................................................................266
Crystal Reports ActiveX Report Viewer .......................................................................................266
Real Time Screens on Client PCs...............................................................................................266
Skillset Names not appearing in Reporting for Call Center (Call Pilot Platform only) ....................267
Glossary .................................................................................................................. 268
References .............................................................................................................. 272
Index ........................................................................................................................ 273

List of Figures
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
vi
List of Figures
Figure 1 Internet Properties Window .......................................................................................................................................9
Figure 2 Delete Files Dialog ..................................................................................................................................................10
Figure 3: Nortel Networks Call Center Reporting Server Config window.............................................................................12
Figure 4: InstallShield Initialization Dialog ...........................................................................................................................16
Figure 5: Language Selection Dialog .....................................................................................................................................16
Figure 6: InstallShield Windows Installer Configuration Dialog...........................................................................................17
Figure 7: InstallShield Wizard Start Dialog ...........................................................................................................................18
Figure 8: License Agreement Dialog Box..............................................................................................................................19
Figure 9: Choose Destination Location Dialog Box...............................................................................................................20
Figure 10: Setup Status Dialog Box .......................................................................................................................................21
Figure 11: Database Installation Dialog .................................................................................................................................21
Figure 12: Java Installation Dialog.........................................................................................................................................22
Figure 13: Installation Complete Dialog Box.........................................................................................................................22
Figure 14: Windows Security Center Window.......................................................................................................................23
Figure 15: Windows Firewall Window ..................................................................................................................................24
Figure 16: Advanced Settings Window..................................................................................................................................25
Figure 17: Add A Port Dialog ................................................................................................................................................26
Figure 18: IIS Main Window with Web Service Extensions Highlighted..............................................................................27
Figure 19: IIS Manager with the RCC Folder highlighted.....................................................................................................27
Figure 20: RCC Properties Page.............................................................................................................................................28
Figure 21: Application Configuration Window......................................................................................................................28
Figure 22: Options Page with the Enable parent paths option selected..................................................................................29
Figure 23: IIS Manager with the Local Computer entry highlighted .....................................................................................29
Figure 24: Local Computer properties page showing the Mime Types button ......................................................................30
Figure 25: Mime Types Window ...........................................................................................................................................30
Figure 26: New Mime Type settings......................................................................................................................................31
Figure 27: Configuring Application Pool...............................................................................................................................31
Figure 28: Application Pool Identity......................................................................................................................................32
Figure 29: RCC Website Properties .......................................................................................................................................32
Figure 30: RCC Properties - Application Pool.......................................................................................................................33
Figure 31 Log In page ............................................................................................................................................................35
Figure 32 Change Password Page ..........................................................................................................................................36
Figure 33 Administration Menu Page ....................................................................................................................................37
Figure 34 Call Center Connection Page .................................................................................................................................38
Figure 35 Connection Security Setting Changed Reboot Message ........................................................................................39
Figure 36 Starting Data Download notification Message.......................................................................................................40
Figure 37 Download Status Window .....................................................................................................................................40
Figure 38 System Administration Menu Page........................................................................................................................42
Figure 39 System Administrator details page.........................................................................................................................43
Figure 40 User Admin Page ...................................................................................................................................................44
Figure 41 Add User Page .......................................................................................................................................................45
Figure 42 Details for new User Mary Smith ..........................................................................................................................47
Figure 43 Edit User Page........................................................................................................................................................48
Figure 44 Skillset Assignment Page.......................................................................................................................................49
Figure 45 Assigned Skillsets Page .........................................................................................................................................50
Figure 46 Skillsets Assigned to User Mary Smith..................................................................................................................51
Figure 47 Maintenance Menu Page........................................................................................................................................52
Figure 48 System Status Page ................................................................................................................................................53
Figure 49 Logging Menu Page...............................................................................................................................................54
Figure 50 Logging Menu Page, with the Logging Stopped....................................................................................................55
Figure 51 Company Details Page...........................................................................................................................................56
Figure 52 Main Menu Page....................................................................................................................................................57

List of Figures vii
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Figure 53 Log In Page ........................................................................................................................................................... 58
Figure 54 Change Password Page.......................................................................................................................................... 59
Figure 55 User Main Menu Page........................................................................................................................................... 60
Figure 56 Time Bins Setup (Configuration) Menu Page ....................................................................................................... 62
Figure 57 Time Bin Setup Skillset Selection page ................................................................................................................ 63
Figure 58 Time Bins Page ..................................................................................................................................................... 64
Figure 59 Print Schedules Page ............................................................................................................................................. 67
Figure 60 Your Daily Schedules Page................................................................................................................................... 68
Figure 61 Add Daily Schedule Page...................................................................................................................................... 69
Figure 62 Add Daily Schedule Page - Example Settings....................................................................................................... 71
Figure 63 Daily Schedule Skillsets Page ............................................................................................................................... 72
Figure 64 Save Favorites Page .............................................................................................................................................. 74
Figure 65 Your Daily Schedules with a Schedule in the List ............................................................................................... 76
Figure 66 Edit Daily Schedules Page .................................................................................................................................... 77
Figure 67 Your Weekly Schedules Page ............................................................................................................................... 78
Figure 68 Add Weekly Schedule Page .................................................................................................................................. 79
Figure 69 Calendar for September 2003................................................................................................................................ 80
Figure 70 Add Weekly Schedule Page - Example Schedule ................................................................................................. 81
Figure 71 Weekly Schedules - Skillsets ................................................................................................................................ 82
Figure 72 Your Weekly Schedule Page with a Schedule in the List...................................................................................... 84
Figure 73 Edit Weekly Schedule Page .................................................................................................................................. 85
Figure 74 Your Monthly Schedules Page.............................................................................................................................. 86
Figure 75 Add Monthly Schedule Page................................................................................................................................. 87
Figure 76 Add Monthly Schedule Page with Example Schedule .......................................................................................... 88
Figure 77 Monthly Schedule - Skillsets Page........................................................................................................................ 90
Figure 78 Your Monthly Schedules Page with a Schedule in the List................................................................................... 91
Figure 79 Edit Monthly Schedule Page ................................................................................................................................. 93
Figure 80 Real Time Menu Page ........................................................................................................................................... 95
Figure 81 Real Time Summary Skillset Selection Page ........................................................................................................ 96
Figure 82 Real Time Summary Real Time Screens............................................................................................................... 97
Figure 83 Real Time Detail Skillset Selection Page............................................................................................................ 101
Figure 84 Real Time Call Detail Page ................................................................................................................................. 102
Figure 85 Agent Detail Real Time Page.............................................................................................................................. 104
Figure 86 Agent Alarm Menu Page..................................................................................................................................... 107
Figure 87 Agent Alarms Setup Page.................................................................................................................................... 108
Figure 88 Agent Alarms Values Page.................................................................................................................................. 109
Figure 89 Wallboard Menu Page......................................................................................................................................... 113
Figure 90 Wallboard Assignment Page ............................................................................................................................... 114
Figure 91 Add Wallboard Page ........................................................................................................................................... 115
Figure 92 Wallboard Setup Page with Wallboard Listed .................................................................................................... 117
Figure 93 Edit wallboard Page ............................................................................................................................................ 118
Figure 94 Edit Parameters Page........................................................................................................................................... 119
Figure 95 Assigned Messages Page..................................................................................................................................... 120
Figure 96 Add Message Page .............................................................................................................................................. 121
Figure 97 Add Message Page - Example Text..................................................................................................................... 122
Figure 98 Assigned Messages List - Example Messages .................................................................................................... 123
Figure 99 Assigned Alarms Page ........................................................................................................................................ 124
Figure 100 Add Alarm Page................................................................................................................................................ 125
Figure 101 Example Settings for a Multi Alarm Period Alarm........................................................................................... 128
Figure 102: Assigned Alarms Page with an Alarm configured. .......................................................................................... 130
Figure 103 Assigned Schedules Page.................................................................................................................................. 131
Figure 104 Add Schedule Page............................................................................................................................................ 132
Figure 105 Assigned Schedules Page with Schedule Added............................................................................................... 133
Figure 106 Edit Schedule Page............................................................................................................................................ 134
Figure 107 Instant Messages Page....................................................................................................................................... 135
Figure 108 Composing an Instant Message......................................................................................................................... 136

List of Figures
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
viii
Figure 109: Example Report Header....................................................................................................................................141
Figure 110: Report Viewer Toolbar .....................................................................................................................................142
Figure 111: Report Printer Selection Window .....................................................................................................................142
Figure 112: Export Report Window.....................................................................................................................................143
Figure 113: Report Viewer Export.......................................................................................................................................144
Figure 114 Report Menu Page..............................................................................................................................................146
Figure 115 Answered Calls Report Skillsets Page ...............................................................................................................148
Figure 116 Answered Calls Report ......................................................................................................................................149
Figure 117 Abandoned Calls Report Skillset Page...............................................................................................................150
Figure 118 Abandoned Call Report......................................................................................................................................152
Figure 119 Abandoned Calling Line ID Skillset page..........................................................................................................153
Figure 120 Abandoned Calling Line ID Report ...................................................................................................................154
Figure 121 Agent Capacity Report Skillsets page................................................................................................................155
Figure 122 Agent Capacity Report.......................................................................................................................................157
Figure 123 Help Request Report page..................................................................................................................................158
Figure 124 Help Request Report..........................................................................................................................................159
Figure 125 Call Average Report Skillset page .....................................................................................................................161
Figure 126 Call Average Report...........................................................................................................................................162
Figure 127 Agent Average Report Skillset Selection Page..................................................................................................164
Figure 128 Agent Average Report .......................................................................................................................................166
Figure 129 Agent Profile Report Skillset page.....................................................................................................................167
Figure 130 Agent Profile Report ..........................................................................................................................................169
Figure 131 Agent Activity Report Skillsets page.................................................................................................................171
Figure 132 Agent Activity Report........................................................................................................................................173
Figure 133 Agent Audit Report Skillset Selection page.......................................................................................................175
Figure 134 Agent Selection Page .........................................................................................................................................176
Figure 135 Agent Selection page with No Agents Available...............................................................................................177
Figure 136 Agent Audit Report............................................................................................................................................178
Figure 137 Activity Code Report By Skillset Skillset page .................................................................................................179
Figure 138 Select Activity Code page..................................................................................................................................181
Figure 139 Select Activity Codes page – No Activity Codes...............................................................................................182
Figure 140 Activity Code Report by Skillset .......................................................................................................................183
Figure 141 Activity Code Report By Agent Skillset page....................................................................................................184
Figure 142 Select Activity Code page..................................................................................................................................186
Figure 143 Select Activity Codes page – No Activity Codes...............................................................................................187
Figure 144 Agent Activity Code Report by Agent...............................................................................................................188
Figure 145 Activity Code Report By # of Pegs Skillset page ..............................................................................................189
Figure 146 Select Activity Code page..................................................................................................................................191
Figure 147 Select Activity Codes page – No Activity Codes...............................................................................................192
Figure 148 Agent Activity Code Report by Number of Pegs...............................................................................................193
Figure 149 Summary Report Skillset page...........................................................................................................................194
Figure 150 Summary Report ................................................................................................................................................196
Figure 151 Summary Report Graphs....................................................................................................................................198
Figure 152 Call Profile Report Skillset Selection page........................................................................................................200
Figure 153 Call Profile Report .............................................................................................................................................202
Figure 154 Call Profile Report Graph ..................................................................................................................................204
Figure 155 Incoming Call Report Skillset Selection page....................................................................................................205
Figure 156 Incoming Call Report.........................................................................................................................................206
Figure 157 Incoming Call Report Graph..............................................................................................................................209
Figure 158 Unanswered Help Request Report Selection page .............................................................................................211
Figure 159 Unanswered Help Request Report .....................................................................................................................212
Figure 160 Agent Average Report by Agent Skillset Selection Page ..................................................................................213
Figure 161 Agent Average Report by Agent........................................................................................................................215
Figure 162 Agent Activity Report by Skillset, Skillset Selection Page................................................................................217
Figure 163 Agent Activity Report by Skillset ......................................................................................................................218
Figure 164 System Configuration Submit Page ...................................................................................................................220

List of Figures ix
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Figure 165 System Configuration Report............................................................................................................................ 221
Figure 166: Answered Calls Report..................................................................................................................................... 222
Figure 167: Answered Calls Graph ..................................................................................................................................... 223
Figure 168: Abandoned Call Report.................................................................................................................................... 225
Figure 169: Abandoned Calls Graph ................................................................................................................................... 226
Figure 170: Abandoned Calling Line ID Report ................................................................................................................. 227
Figure 171: Agent Capacity Report..................................................................................................................................... 229
Figure 172: Help Request Report ........................................................................................................................................ 230
Figure 173: Call Average Report......................................................................................................................................... 232
Figure 174: Agent Average Report...................................................................................................................................... 234
Figure 175: Agent Profile Report ........................................................................................................................................ 236
Figure 176: Agent Activity Report ...................................................................................................................................... 238
Figure 177: Agent Audit Report.......................................................................................................................................... 240
Figure 178: Activity Code Report By Skillset..................................................................................................................... 242
Figure 179: Activity Code Report by Agent........................................................................................................................ 244
Figure 180: Activity Code Report by Number of Pegs........................................................................................................ 245
Figure 181: Summary Report .............................................................................................................................................. 246
Figure 182: Summary Report Graphs Page ......................................................................................................................... 247
Figure 183: Call Profile Report ........................................................................................................................................... 248
Figure 184: Call Profile Report Graph Page........................................................................................................................ 249
Figure 185: Incoming Call Report....................................................................................................................................... 250
Figure 186: Incoming Call Report Graph Page ................................................................................................................... 251
Figure 187: Unanswered Help Request Report ................................................................................................................... 252
Figure 188: Agent Average Report by Agent...................................................................................................................... 253
Figure 189: Agent Activity Report by Skillset .................................................................................................................... 255
Figure 190: System Configuration Report........................................................................................................................... 257
Figure 191 Example Host File............................................................................................................................................. 261
Figure 192 Norton Anti-Virus Options Screen.................................................................................................................... 263
Figure 193 Norton Anti-Virus Options Dialog.................................................................................................................... 264
Figure 194 Page Cannot Be Displayed Error Message........................................................................................................ 265
List of Tables
Table 1: Available Report Export Formats.......................................................................................................................... 143

Change History x
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Change History
Issue 01 (11) – March 2004
1. First Public Release.
Issue 01 (12) – April 2004
1. Note on Windows 2003 compatibility added.
2. Call Center Connection Page section expanded.
3. Troubleshooting Section expanded.
4. GOS % Formula changed in Glossary.
Issue 02 (2) – August 2004
1. CallPilot 3.0 references added.
2. Deleting temporary internet files added.
3. New report descriptions added.
4. CCRS Installation section added.
Issue 02 (3) – August 2004
1. Figure numbers modified in body text.
Issue 02 (4) – August 2004
1. Latest CCR installation routine added.
Issue 02 (5) – September 2004
1. User and Administrators permissions discussion added.
2. Note adding regarding reboot of the Web Host following the addition of a new Network Interface
Card.
Issue 02 (7) – December 2004
1. Backup Section Added.
2. Screenshots updated.
3. Configuration Report section added.
Issue 02 (9) – December 2004
1. Minor formatting changes.
2. Minor grammar changes.

Change History xi
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Issue 02 (10) – March 2005
1. Windows 2003 Server support added.
2. Minor formatting changes.
3. Minor grammar changes.
4. Warning about not operating with 2 NICs removed.
Issue 02 (11) – April 2004
1. Section added regarding XP SP 2 security center settings.
Issue 02 (12) – May 2005
1. Section added regarding GOS on wallboards and Real Time screens.
2. Section added regarding Windows Server 2003 and IIS 6.
3. General typos corrected.
Issue 02 (13) – August 2005
1. Section added to the troubleshooting regarding Skillset names not appearing in RCC running
against the CP Platform.
Issue 02 (14) – October 2005
1. Standardization of heading styles for cross-referencing and general editing.
2. Note added to the Wallboard section to ensure spaces added between words in ipView Softboard
messages.
3. Sub-section added called Minimum Printer Specification as well as information on paper size
selection in the Reports section.
4. Updated the Report Skillset selection pages’ screenshots.
5. Updated the Reports Introduction section as well as the entire Reports Explained chapter.
Issue 02 (15) – October 2005
1. Correction made to the Release number and updated the Document Number and Document
Version.

Issue 02 (15) Reporting for Call Center Setup and Operations Guide
How to Use this Guide
Introduction
This document is designed to allow an Administrator or User to set up and operate Nortel
Networks Reporting for Call Center.
Use this document as an ongoing reference. This chapter tells you what to expect as you read
this document and how information in this document is presented.
How This Guide is Organized
The Reporting for Call Center Setup and Operations Guide is organized as follows:
How to Use this Guide Provides a brief overview of the organization of this guide.
Introduction Provides an overview of the conceptual organization of the
Nortel Networks Reporting for Call Center product.
Installation Describes the minimum specification for the PC required
to host Nortel Networks Reporting for Call Center, and
how to install Nortel Networks Reporting for Call Center.
Administration Describes the Administration duties and configuration that
must be conducted to ensure that Nortel Networks
Reporting for Call Center operates correctly.
Using Reporting for Call Center Describes the usage and configuration of Nortel Networks
Reporting for Call Center from a User’s perspective.
Reports This chapter describes the reports that are available within
Nortel Networks Reporting for Call Center.
Reports Explained This chapter describes each report available within Nortel
Networks Reporting for Call Center, with examples of
suggested usage.
Upgrading to Reporting for Provides an overview of how you can upgrade from a
Call Center previous installation of Call Center Reporting 2.5, 3.0 or
3.5 to Nortel Networks Reporting for Call Center.
Glossary Describes the terms used within this User Guide.
1

How to Use this Guide
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
2
References This chapter lists documents referenced in the body of this
guide.
Index Provides a cross-reference of topics in this document.

Introduction 3
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Introduction
Introduction
Nortel Networks Reporting for Call Center is a browser-based Real Time information and
Historical Reporting tool for Nortel Networks Call Center.
Nortel Networks Reporting for Call Center provides:
•Real Time windows showing current Call Center activity, for Calls and for Agents
•Real Time information via hardware and software IP-enabled wallboards
•Acomprehensive Historical Reporting package
!Within this document the phrase ‘the Call Center platform’is used to refer to
either the Business Communications Manager or the CallPilot hardware, and
the phrase ‘the Call Center’is used to refer to the Call Center application
running on that platform. The platforms are only referenced specifically by
name in areas of this document describing the installation of the Call Center
Reporting application software, on Pages 13, 14, 17, 18 & 19, and the
discussion concerning the configuration of the Call Center Connection page, on
Page 38.
Web Based User Interface
All the administrative and user interactions with Nortel Networks Reporting for Call Center are
conducted through a series of Web Pages accessed through Internet Explorer browser sessions.
The Web Pages are hosted on a designated PC which is referred to as the Web Host PC, on
which the Nortel Networks Reporting for Call Center software is installed. The Web Host PC
communicates directly with the Call Center to retrieve Real Time updates (for the Real Time
screens and wallboards) and Historical information (for the reports).
Other PCs that have network access to the Web Host PC can access these Web Pages. Multiple
users can, therefore, use Nortel Networks Reporting for Call Center without having any software
other than Internet Explorer installed on their PCs. (The Java runtime environment, if required,
and the Crystal Reports ActiveX report viewer will be automatically downloaded on to the client
the first time they are required.)
2

Introduction
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
4
Language Support
Each Administrator or User of Nortel Networks Reporting for Call Center can specify to view
their Web user interface pages in one of the following 13 languages: North American English,
United Kingdom English, Canadian French, Latin American Spanish, Brazilian Portuguese,
Spanish, Dutch, French, German, Italian, Norwegian, Danish, and Swedish.
Each Administrator or User can also view individual wallboards in any of these languages.
Administrators and Users
The two types of user of Nortel Networks Reporting for Call Center users are Administrators and
Users.
In addition to having access to all of the features of Nortel Networks Reporting for Call Center,
Administrators can specify and change fundamental configuration settings within Nortel
Networks Reporting for Call Center.
For security purposes and to maintain system stability, only Users with Administrator
capabilities can change these fundamental configuration settings . User interactions with Nortel
Networks Reporting for Call Center are limited to using the features that it provides.
Whilst Users cannot modify the core set-up of Nortel Networks Reporting for Call Center, they
can specify and change some personal preferences. Users can also configure any aspects of
Nortel Networks Reporting for Call Center that affect only themselves.
Administrators and Users view different menus when they login.
Assigned Skillsets
Administrators create Users by providing details, such as User Name and language, to Nortel
Networks Reporting for Call Center. The Administrator must then assign Skillsets to Users.
The process of assigning Skillsets defines the Skillsets that each User can view in the Real Time
screens and for which the User can request Historical Reports. Skillsets can be assigned to more
than one User.
Users can choose to view the Real Time screens or Historical Reports for any of the Skillsets
assigned to them, any combination of the allocated Skillsets, or all the assigned Skillsets.
Users, including the Administrator, can save frequently used Selections of Skillsets as Favorites
and assign names to the Favorites. The User can then, with a single mouse click, quickly locate a

Introduction 5
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Skillset selection. Favorites are unique to each User. Users can create, modify, or delete their
Favorites without affecting the Favorites of other Users.
SQL Historical Database
Historical Report information is stored in a standard MySQL database. If Users have reporting
requirements that are not available through Nortel Networks Reporting for Call Center, they can
analyze the data using third-party reporting packages.
System Software
The software that sends data to Nortel Networks Reporting for Call Center is integral to the
Nortel Networks Call Center.
Nortel Networks Reporting for Call Center software on the Web Host PC communicates directly
with the Call Center to request Call Center Historical Report statistical data and Real Time data.
Users on other PCs can access the Real Time and Historical Report data by pointing their
Internet browsers to the Nortel Networks Reporting for Call Center Web pages on the Web Host
PC. Only the Web Host PC needs to communicate with the Call Center.
!One PC on your network should be designated as the Web Host PC. Install the
Nortel Networks Reporting for Call Center application software onto the
designated PC only.
All other network PCs from which Users access the Real Time screens,
Historical Reports, or the Nortel Networks Reporting for Call Center user
interface must be equipped with Internet Explorer. No other software is
required on these PCs.
PC Requirements
The minimum requirements of the PC designated as the Nortel Networks Reporting for Call
Center Web Host PC are as follows:
Minimum PC Specifications
IBM™ Compatible PC
Microprocessor
Intel®PentiumTM III (or equivalent) minimum, Intel®PentiumTM IV (or equivalent)
recommended.

Introduction
Reporting for Call Center Setup and Operations Guide Issue 02 (15)
6
Microprocessor Speed
400 MHz minimum, 1.0 GHz recommended
Memory
64 MB minimum, 128 MB recommended
Network Interface Card
TCP/IP protocol
SVGA display
Mouse (or other Windows®compatible Pointing Device)
Microsoft Internet Explorer version 5 or higher
Operating System
Microsoft Windows NT 4 Service Pack 6a
Microsoft Windows 2000 Service SP2
Microsoft Windows XP Professional
Microsoft Windows 2003 Server Standard Edition
Web Server
Nortel Networks Reporting for Call Center has been verified with Microsoft Internet Information
Services 4 and 5
Hard Disk Space Required
For installation of application on Web Server: 80 MB
Storage space required for Historical Data: (approx) 256 bytes per call.
Note that the database will grow through time, and that if the diagnostic logging option is turned
on the log files will require extra disk space as well.
Minimum Printer Specification
Paper Size
Letter, 8 ½ x 11 inches
A4, 210 x 297 mm
Operating System Compatibility
Nortel Networks Reporting for Call Center is verified for correct operation on the following
operating systems:
Operating System Version
Windows NT 4.00.1381
Windows 2000 5.00.2195
Windows XP Professional Version 2002
Windows 2003 Standard Edition