Call Center Suite. User Guide

Transcription

1 Call Center Suite User Guide

2 For sales, service, or technical support, contact your local authorized Inter-Tel dealer. If you have questions or comments about this User Guide, contact Inter-Tel Technical Publications at:

3 Table of Contents CONTENTS PAGE Overview 1 About Call Center Suite Software Modules New Features in Call Segmentation Call Modeling Call Filtering Call Modeling and Call Filtering Support Services Using Help About This Guide Getting Started 7 Launching the CD-ROM Using the CD-ROM Launcher Installing Call Center Install Single Product Install Disksets Install Multiple Products Accessing Documentation CallViewer 13 Starting CallViewer CallViewer Window Titlebar Toolbar Buttonbar Call List Extension Status Window Control Buttons Statusline Call Control Buttons Dial List Tooltips Shortcut Menu Toolbar Menus CallViewer Settings Always On Top Auto Size Window Dialing Settings

4 CONTENTS PAGE Using CallViewer Quick Connect Call List Examining Call Details Call Control Functionality Creating a Hotkey Displaying a Button Macro RealViewer 37 Starting RealViewer RealViewer Configuration Wizard Network Settings Automatic Configuration Manual Configuration RealViewer Window Toolbar Tile Area Main Menu Shortcut Menu Tiles Calls Waiting Tile Adding a New Tile Editing a Tile Removing a Tile Zooming Tiles Cut, Copy, and Paste Arranging Tiles Moving Tiles Setting Alarms Working with Filters Filter Manager Adding a New Filter Editing a Filter Removing a Filter Applying a Filter Using StationViewer StationViewer List Program StationViewer Devices and Colors Control Calls with the StationViewer Customizing RealViewer Inter-Tel, Inc printed in USA

5 CONTENTS PAGE Reporter 75 Starting Reporter Configuring Reporter Reporter Window Report List Report Window Titlebar Toolbar Main Menu Network Settings Running Reports Creating a New Report Date/Time Tab Editing a Report Deleting a Report Duplicating a Report Copying a Report s Data Working with an Open Report Displaying the Call Summary Displaying Call Details Displaying Information on Reports Filters Accessing the Filter Manager Creating a New Filter Editing a Filter Removing a Filter Applying Other Filter Options Tariff Manager Accessing the Tariff Manager Creating a New Tariff Editing a Tariff Deleting a Tariff Copying a Tariff Assigning Tariffs to Trunk Lines Setting the Default Tariff Export, , Publish, and Import Using the Export Wizard Opening an Export with Installed Applications Using the Wizard Using the Publish Wizard Using the Import Wizard

6 CONTENTS PAGE Customizing Reporter Account Codes Tab Service Levels Tab Durations Tab Call Costing Tab Erlang B/C Tab Licensing Tab Auto Reporter Auto Reporter Access Auto Reporter Main Window Toolbar Schedules Reporter Real-Time 141 Starting Reporter Real-Time Configuring Reporter Real-Time Reporter RT Reporter Tile Configuration Reporter RT Reporter Filter Configuration Reporter RT Pro Tile Configuration Reporter RT Pro Filter Configuration Reporter Real-Time Window Toolbar Tile Area Main Menu Shortcut Menu Node Status Tiles Calls Waiting Tile Deskboard Tiles Multi Stat Tiles Graph (Multi Stat) Tiles Graph Over Time Tiles Graph by Device Tiles StationViewer Tiles Extension List Tile Agent List Tile Trunk List Tile Extension Detail Tile Agent Detail Tile Working with Tiles Adding Tiles with the New Tile Wizard Adding Tiles Using Property Sheets Editing a Tile Removing a Tile Moving, Sizing, Zooming, and Switching Cut, Copy, and Paste Inter-Tel, Inc printed in USA

7 CONTENTS PAGE Call Control Call Now Steal Call Send Call To Other Log In Log Out Enter Free State Enter DND Enter Wrapup (Call) Enter Free ( ) State Enter Wrapup ( ) Monitor Working with Filters Customizing Reporter Real-Time Intelligent Router 187 Overview About Intelligent Router Rules Conditions Actions Placeholders Platform Support Specifications Recommended Hardware Specifications Intelligent Router Basics Starting Intelligent Router Router Configuration Wizard Network Settings Intelligent Router Window Titlebar Toolbar Tile Area Main Menu Shortcut Menu Viewing Modes Two Tile View Mode Four Tile View Mode Arranging Tiles Zooming Tiles Copying to the Clipboard

8 CONTENTS PAGE Customizing Intelligent Router Rules Rule Manager Adding a Rule Editing Rules Deleting Rules Enabling/Disabling Rules Filters Filter Manager Tiles Rule List Tile Event List Tile Trunk List Tile Multi-Stat Tile Rule and Action Types Rule Types Action Types Inter-Tel, Inc printed in USA

9 Overview ABOUT CALL CENTER SUITE The Call Center Suite is a third-party CTI (Computer Telephony Integration) solution provider. It links the Inter-Tel System and the computer, providing a seamless and automated technological partnership. The Call Center is ideal for businesses, such as an order entry center, help desk (customer support), telemarketing firm, etc., that experience high call volumes and use a computerized database and/or an automatic call distribution system. With the Call Center, you can boost efficiency, expand your business, and increase profits with the following capabilities: Calls instantly activate your database. Relevant information from your database is automatically displayed on your computer screen when you make or receive a call. The speed and accuracy of outbound calling is increased because your PC does the dialing. Powerful reports are easy to build. Customer information is transferred with the call, if internally transferred. Calls are handled more quickly and efficiently. Abandoned calls can be recovered and returned. Calls can be routed based on current statistics. s and other media forms can be routed based on a variety of conditions. OVERVIEW Call Center User Guide 1

10 OVERVIEW Software Modules The Call Center software package contains the following modules: Server: Links the Inter-Tel telephone system to your computer network to provide basic call logging. CallViewer: Allows you to screen pop information from the company database, based on the current call. and handle calls for your extensions. RealViewer: Allows you to see statistics, at your own computer, based on the activity of the user or their group. Reporter (Basic, Reporter, and Pro): Allows you to analyze the historic call log in a variety of ways to make better business decisions. Reporter Real-Time (Reporter and Pro): Allows you to analyze the call log in real-time in a variety of ways to make better business decisions. Intelligent Router: Allows you to program routing schemes (and numerous other actions) based on call information and other statistics. Auto Reporter: Provides web publishing capabilities for Reporter and Reporter Real-Time. New Features in 3.1 Version 3.1 supports the following new features: SmartSync: Automatically updates the database in Server whenever the phone system programming has changed. Updates apply to extension, agent, hunt group, and trunk line records. Node Awareness: Monitors different nodes in a multi-node phone system. Using Intelligent Router, you can view the status of different nodes. NOTE: To be node aware, the Server software security key must be licensed for at least two nodes. StationViewer Lists: Allows you to configure RealViewer and/or Reporter Real- Time with lists that display Direct Station Selection (StationViewer) buttons. Each button then depicts the current state of the assigned extension. NOTE: A StationViewer license is required to use the StationViewer feature. Direct TCP/IP Support: Allows you to connect the Call Center Server to the phone system via TCP/IP instead of RS232. To connect to the phone system, you must use a Call Processing (CP) Server, CT Gateway, or Switch Transceiver. If connecting to a multi-node environment, you must connect to a CT Gateway that is running at least version 2.0. NOTE: Although you can still use RS232 to connect to the phone system, it is recommended that you connect via TCP/IP. 2 About Call Center Suite

11 Call Segmentation Call Segmentation is a configurable feature within Server that improves the accuracy and details of real-time and historic call reporting. Some of the improvements that Call Segmentation provides include: Detailed Trunk Call Transfer History: When a call is transferred several times throughout its duration, the Call Segmentation feature tracks all of the extensions/ agents that have received or transferred the call. With the latest version of Reporter, you can obtain an entire history of a trunk line call throughout the telephone system and see all the different devices that handled the corresponding call. Accurate Call Duration Measurement Against Devices: Call statistics, such as Talk Time, Avg Talk Time, and Calls In, can be accurately calculated for each extension or agent even when a trunk call is transferred several times between different extensions. Detailed Hunt Group Call Measurement: Call Segmentation gives you more detailed reporting against hunt group devices. For example, a trunk line call can be answered by an agent within one hunt group and then transferred by that agent to a different hunt group. The caller could then abandon the call while waiting in the second hunt group queue. This trunk call is not only considered answered in the first hunt group and abandoned in the second, but it will have separate waiting times associated with the different hunt groups. Call Segmentation tracks these hunt group statistics separately to enable this type of measurement. Highly Configurable: The Call Segmentation feature is highly configurable, enabling you to choose how Call Center will calculate trunk line call statistics for different devices on the telephone system. OVERVIEW NOTE: The Call Segmentation feature must be enabled for Intelligent Router to work properly. For detailed information on Call Segmentation, see the Call Center User s Manual. Call Modeling Call Segmentation is provided by modeling calls based on trunk lines or devices. Each of these options not only have an affect on what information the different modules display, but they affect the performance of the Server and other applications. When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server uses less hard drive space. Call reports, however, will be less detailed and include only one segment per call. When modeling by device (i.e., Call Segmentation is enabled), the Server uses more hard drive space, but call reports are more detailed as each call is segmented based on the device where the call rings. Call Center User Guide 3

12 OVERVIEW Call Filtering Call Filtering is a feature provided in Reporter and Reporter Pro, RealViewer, and Intelligent Router. This allows you to filter call information based on different parameters, such as how long the call was active, what ACD hunt group the call rang, what DID number the call used to access the switch, etc. You can also filter calls by device or trunk line, which affects how calls are counted for different statistics. You would filter calls by trunk line when you want trunk-based reporting and calls are handled by a single device. Although this option results in faster call record processing, statistics will be invalid for any calls handled by multiple devices (e.g., calls that are transferred, diverted, etc.). Filtering calls by device, on the other hand, results in a slower processing of call records. Reports, however, are device-based and include accurate statistics for calls handled by multiple devices. This option is ideal for cradle-to-grave reporting (i.e., tracking a call from the moment it rings in to the switch to the moment it is disconnected). Call Modeling and Call Filtering How a call is modeled may affect filtering capabilities. The following table will help you determine which combination will result in the information you need. Model By Trunk Model By Device Filter By Trunk Filter By Device Calls are not segmented by the Server and are counted as viewed from the trunk s perspective. This works well in an environment where: This combination is NOT recommended. Calls are not segmented by the Server, but calls are counted as viewed from the device s perspective. Calls are routed directly to a Hunt Group (or agent). This results in inaccurate statistics for transferred calls. There are no Call Routing Announcements (CRAs) or, at most, one CRA. Calls are not transferred. There is one trunk call per agent. This combination is NOT recommended. Calls are segmented by the Server and are counted as viewed from the trunk s perspective. Although this combination will return accurate statistics, the calculations will be based on trunk activity; not individual device activity. This could be confusing. This is the default combination.* Calls are segmented by the Server and are counted as viewed from the device s perspective. This works well in an environment where: Calls are routed through multiple hunt groups. There are multiple CRAs (and IVR). Calls are transferred. Many devices handle one trunk call. * By default, the All Calls filter in Reporter Real-Time and RealViewer filters calls by trunk. As described in the table, it is best to filter calls in the same way that calls are modeled. This not only ensures the statistics are calculated correctly, but it also prevents any confusion when running reports or viewing RealViewer tiles. 4 About Call Center Suite

13 Support Services If you have questions about any of the Call Center Suite products, refer to this manual or the on-line help. If you need additional support, please contact the designated onsite System Manager. If this does not resolve the problem, contact Technical Support. OVERVIEW NOTE: Technical support personnel may need to view the installation, setup, etc. of the Server. This is achieved faster and easier through a program like pcanywhere, which allows remote control of the computer. A pcanywhere CD-ROM is included with Call Center Suite, and it is recommended that you install it on the computer running Server. Customers performing their own Custom Macro development may obtain Technical Support by purchasing blocks of support time through Inter-Tel Custom Solutions (ICS). Contact ICS Sales for additional information or to place a support block order: icssales@inter-tel.com Phone: , ext Using Help Help is a complete on-line reference tool you can use at any time. Help is especially useful if you require information quickly or if the manual is not available. When the application is active on your desktop, you can press F1 to access the help for that particular window. Or, you can click the Help button in various windows or the Help button ( ) on the toolbar. The rest of this manual includes information on installing, programming, and using all of the Call Center modules. Call Center User Guide 5

14 ABOUT THIS GUIDE OVERVIEW This guide contains basic instructions for using the Call Center modules. For more detailed information and expanded procedures, refer to the Call Center User s Manual. This user guide contains information of the following modules: CallViewer RealViewer Reporter w/auto Reporter Reporter Real-Time Intelligent Router The tabs on the edge of each page will help you find the modules more quickly. 6 About This Guide

15 Getting Started LAUNCHING THE CD-ROM The following instructions assume that Windows 95/98/ME/2000/NT 4.0 or later is installed on your PC and that you are familiar with Windows procedures. To install the software on the PC: 1. Ensure that Windows is running. (For best results, close all other Windows applications.) 2. Insert the Call Center Installation CD-ROM into the drive. The CD-ROM Launcher should begin. If it does not: a. From the Windows Start menu, select Run. The following dialog box displays. GETTING STARTED b. Enter the CD drive location (usually D or E) followed by:\autorun.exe (e.g., D:\Autorun.exe). c. click OK. The Launcher will begin. Call Center User Guide 7

16 USING THE CD-ROM LAUNCHER GETTING STARTED The Launcher presents you with the following set of options: Demo: Launches an interactive demonstration of Call Center and its capabilities. Install Products: Displays different options for installing the Call Center modules (see the next section). View Documentation: Displays the available Call Center documentation, and allows you to install Adobe Acrobat Reader (see page 11). Inter-Tel on the Web: Uses your PC s browser to access the website for Inter- Tel US or Inter-Tel Europe. As you progress through the hierarchy of options, click Back in the bottom right corner of the launcher to return to the previous page or Exit to quit immediately. INSTALLING CALL CENTER To install one or more Call Center modules from the CD-ROM: 1. Click Install Products from the first page of the Launcher. The License page displays. 2. Enter your license key in the fields provided. This is located on a label beneath the CD-ROM envelope in your Call Center package. The license key comes in two parts, separated by a hyphen. Enter the first four digits of the license key in the first field and the second four digits in the second field. 3. Click Next. The license key will be validated. If your license is invalid, an error message will appear. If the license is valid, the Install page displays. This page allows you to install a single product, disksets, or multiple products, as described in the following sections. 8 Getting Started

17 Install Single Product To install a single product (module): 1. Click Install Single Product in the Install page. The screen will list the available modules. 2. Select the product you want to install. The installation program for that product will start. When the installation is finished, you are returned to this page of the CD-ROM Launcher. GETTING STARTED NOTE: Although all installation programs will ask you to enter your license key, they will automatically default to the license you previously entered. 3. Select another product to install, or click Exit to quit the installation. Install Disksets This option allows you to copy all of the installation programs on the CD to a folder on your local hard disk or network share. The installation programs will be installed to this folder in separate sub-folders, where each folder indicates the appropriate install. For each product, there is an additional subfolder named after the version of this installation. This allows you to install several sets of disks over time. An example folder structure would be similar to the one on the right. C:\DISKSETS CALLVIEWER SERVER In this example, the folder C:\Disksets\CallViewer\ contains version 2 of CallViewer, while the folder contains version 2.5 of CallViewer. Call Center User Guide 9

18 GETTING STARTED To install disksets: 1. Click Install Disksets to start the Disksets Installation. You will be prompted for the location to install the disksets, which is C:\Disksets by default. 2. Click Browse to change the default folder. This opens the standard Windows browser for finding folders and files. 3. Click Next to install the disksets. Install Multiple Products If you need to install several modules on one computer, this option will not require you to restart your computer several times. To install multiple products: 1. Click Install Multiple Products. The installation program will launch. 2. Select the products you want to install (a checkmark appears), as shown on the right. 3. Click Next. Each of the selected products are installed one after the other (as if you had selected the corresponding single product installation). When the last product is installed, you are prompted to restart the computer, if necessary. 10 Getting Started

19 ACCESSING DOCUMENTATION The CD-ROM contains the Call Center User s Manual, which is stored in Adobe Acrobat format. You need the Acrobat Reader installed on your computer to be able to successfully read this document. (The Acrobat Reader can be installed from the CD-ROM). To access the documentation: 1. Click View Documentation from the CD- ROM Launcher. 2. Select one of the following options: Install Acrobat Reader: Installs Acrobat Reader if you do not already have this application on your PC. View Manual: Displays the Call Center User s Manual in Adobe Acrobat. Configuration Notes: Lists various notes designed to help you install the different products. Select one of these options to open the document in Adobe Acrobat. 3. Click Back to return to the first page in the Launcher, or click Exit to quit. GETTING STARTED NOTE: It is recommended that you have Adobe Acrobat version 4.05 or later on your PC. If you have a version that is prior to v4.05, the document may not display correctly. Call Center User Guide 11

20 GETTING STARTED 12 Getting Started