Documentation. OpenScape Office, myreports. Communication for the open minded. User Guide A31003-P1000-U

Transcription

1 Documentation OpenScape Office, myreports User Guide A31003-P1000-U Communication for the open minded Siemens Enterprise Communications

2 Our Quality and Environmental Management Systems are implemented according to the requirements of the ISO9001 and ISO14001 standard certified by an external certification company. Copyright Siemens Enterprise Communications GmbH & Co. KG 2010 Hofmannstr. 51, D München Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG Reference No.: A31003-P1000-U Communication for the open minded Siemens Enterprise Communications The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. OpenScape, OpenStage and HiPath are registered trademarks of Siemens Enterprise Communications GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.

3 Contents 0 1 Introduction myreports Types of Topics Display Conventions User Interface Elements Installing and Starting myreports Prerequisites for myreports How to Install myreports How to Start myreports How to Switch Users How to Deactivate the Automatic Logon How to Uninstall myreports First Steps How to Change the Administrator Password How to Configure an Account to Send Reports by Reports Predefined Reports How to Display a Report Preview How to Send a Report Immediately by How to Add a Report How to Delete a Report How to Update Predefined Reports Report Designer How to Start the Report Designer How to Start the Online Help of the Report Designer Schedules How to Add a Schedule How to Display the Details of a Schedule How to Edit a Schedule How to Delete a Schedule Configuration How to Change the Administrator Password How to Change Skin Colors How to Configure an Account to Send Reports by How to Configure an Template (Text) How to Configure an Template (HTML) How to Configure Phone Number Prefixes How to Change the Server Address Appendix Data Relationship Model Index OpenScape Office, myreports, User Guide 3

4 Contents 4 OpenScape Office, myreports, User Guide

5 Introduction myreports 1 Introduction This document is intended for the users of myreports and describes its installation, configuration and operation. myreports can be used with the following communication systems: OpenScape Office MX HiPath 3000 V8 and later myreports Types of Topics Display Conventions User Interface Elements 1.1 myreports myreports is an application for the creation of reports by agents on the calls, queues, agents, performance, GOS (Grade of Service) and wrap-up codes of Contact Centers. myreports provides the following features: Over 80 predefined reports BIRT RCP Designer for designing custom reports Scheduled generation of reports Delivery by Output formats: Excel, PDF, Word and PostScript Introduction 1.2 Types of Topics The types of topics include concepts and operating instructions. Type of topic Contents Title Concept Explains the "What". without a verb as in "Report Designer" or with a gerund as in Installing and Starting myreports. Operating instructions Describe task-oriented application cases i.e., the "How" and assumes familiarity with the associated concepts. Starts with "How to" followed by a verb as in How to Add a Report. OpenScape Office, myreports, User Guide 5

6 Introduction Display Conventions Introduction Display Conventions 1.3 Display Conventions This documentation uses a variety of methods to present different types of information. Purpose Presentation Example User interface elements Bold Click OK. Menu sequence > File > Exit Special emphasis Bold Do not delete Name. Cross-reference text Italics You will find more information in the topicnetwork. Output Monospace font, e.g., Courier Command not found. Input Monospace font, e.g., Courier Enter LOCAL as the file name. Key combination Monospace font, e.g., Courier <Ctrl>+<Alt>+<Esc> Work Steps and Substeps Alternative Work Steps Numbered and alphabetical lists Enumeration Configure the DSL telephony stations with the associated DID phone numbers. Click Add. Enter the name of the Internet telephony station under Internet Telephony Station. If you want to output amounts, enable the check box Display amounts instead of units. If you want to output units, clear the check box Display amounts instead of units. Introduction Types of Topics 1.4 User Interface Elements The user interface of myreports consists of the main window with different areas. 6 OpenScape Office, myreports, User Guide

7 Introduction User Interface Elements The main window consists of the following elements: Menu bar (1) with the menus: File Theme Administration Help Menu items can also be invoked via the keyboard shortcuts next to each menu item. Info bar (2) with: Name of the logged in user Logout function Function menu (3) with the icons: 6 Symbol Function Schedule Manager Report Manager OpenScape Office, myreports, User Guide 7

8 Introduction User Interface Elements Symbol My Schedules Function Report parameters Report Designer Report Explorer (4): only in connection with Schedule Manager and Report Parameters Contains all reports in a tree structure,, grouped with emphasis on content Workspace (5): The information and actions available in the workspace depend on the selected function. Status bar (6), with information on: the connection status to OpenScape Office MX Date and time the current user logged in Tooltips Tooltips are tiny windows in which myreports displays more Information on certain objects of the graphical user interface such as icons, for example. A tooltip appears when you let the mouse pointer hover over the corresponding object for some time. Introduction Reports Report Designer Schedules How to Change Skin Colors 8 OpenScape Office, myreports, User Guide

9 Installing and Starting myreports Prerequisites for myreports 2 Installing and Starting myreports The installation of myreports is subject to specific hardware and software requirements. Language of the User Interface You can select the language of the user interface on starting myreports. Password The password applies to myreports, myagent, myportal and myportal for Outlook as well as phone access to your voic . You cannot change the password in myreports. The password can only be changed in myagent, myportal and myportal for Outlook or via the phone menu of the voic box. License The license permits the parallel installation of myreports for multiple users. Only one user can use myreports at any given time. Switching the User You can switch the user without exiting myreports. Prerequisites for myreports How to Install myreports How to Start myreports How to Switch Users How to Deactivate the Automatic Logon How to Uninstall myreports 2.1 Prerequisites for myreports In order to use myreports, the client PC of the subscriber must be equipped with the appropriate hardware and software configurations. INFO: Please make sure that you refer to the notes in the readme file. Minimum requirements for clients: Operating system: Microsoft Windows XP (SP3) (32 bit) Microsoft Windows Vista SP1 Microsoft Windows 7 OpenScape Office, myreports, User Guide 9

10 Installing and Starting myreports Prerequisites for myreports Microsoft Windows Server 2003 (32 bit) Web browser: Microsoft Internet Explorer Version 6 (Microsoft Windows XP and Microsoft Windows Server 2003) Microsoft Internet Explorer Version 7 (Microsoft Windows XP, Microsoft Windows Server 2003 and Microsoft Windows Vista) Microsoft Internet Explorer Version 8 in Compatibility View (Windows XP, Windows Server 2003 and Windows Vista) Mozilla Firefox Version 3 (Microsoft Windows XP, Microsoft Windows Server 2003, Microsoft Windows Vista and Linux) Additional Software Java 1.6 Adobe Reader 9 (for reports in PDF format) Microsoft Excel (for reports in Excel format) Microsoft Word (for reports in Word format) Hardware: 2 GHz CPU 512 MB RAM for Microsoft Windows XP SP3 (32 bit) 1 GB RAM for Microsoft Windows Vista SP1 and Microsoft Windows Server 2003 SP2 (32 bit) 100 Mbps LAN (1 Gbps LAN recommended) XGA (1024x768) screen resolution Licenses: myreports Multi-user PCs Under Microsoft Windows Vista SP1 with a multi-user PC or Microsoft Windows XP SP3 (32 bit) with a multi-user PC, every local user can use myreports with his or her own customized settings, provided the first local user has installed this with local administration rights. Only the first local user with local administration rights can perform automatic updates. Microsoft Terminal Server, Citrix Presentation Server (HiPath 3000 only) myreports can be used in Terminal Server and Citrix Presentation Server environments under the following preconditions: In addition, project-specific releases are possible. INFO: Terminal Server and Citrix Presentation Server environments, including hosted services and virtual environments are the responsibility of the customer. Software Prerequisites for Installation on Microsoft Terminal Server Microsoft Windows Server 2003 (32 bit) and Microsoft Office 2003 SP3 10 OpenScape Office, myreports, User Guide

11 Installing and Starting myreports How to Install myreports Microsoft Windows Server 2003 SP2 (32 bit) and Microsoft Office 2007 SP1 Software Requirements for Installation on Citrix XenApp Platinum Edition Microsoft Windows Server 2003 (32 bit) and Microsoft Office 2003 SP3 Microsoft Windows Server 2003 (32 bit) and Microsoft Office 2007 SP1 Installation Files The following options are available for providing installation files to users: The administrator downloads the installation files from the Download Center and provides them to users via a network drive, for example. They can access the installation files directly via a network drive connected with \\<IP address of the communication system>\applications (User: hoome, Password: hoomesw). The installation files are located in the install-myreports folder. INFO: The automatic distribution of the MSI file via a deployment service with Microsoft Windows Server is not supported. Installing and Starting myreports How to Install myreports 2.2 How to Install myreports Prerequisites: Your PC meets the requirements described under Prerequisites for myreports. Your Windows user account has local administration rights for the installation. The administrator of your communication system has made the installation file available to you. INFO: Please make sure that you refer to the notes in the readme file. Step by Step: 1. Perform the installation. 2. If the User Account Control window appears with the message An unidentified program wants access to your computer, click Allow. OpenScape Office, myreports, User Guide 11

12 Installing and Starting myreports How to Start myreports Next steps: 3. Follow the installation instructions. Activate the license for myreports. Installing and Starting myreports Prerequisites for myreports How to Start myreports How to Uninstall myreports 2.3 How to Start myreports Prerequisites: You are a Call Center supervisor. myreports is installed on your PC. The license for myreports has been activated. myreports has not been started by any user. Step by Step: 1. Click on Start > Program Files > myreports. 2. Enter your User Name in the Login window. This is usually your call number. If you have any questions, please contact the administrator of your communication system. 3. Enter your Password :. The default password when logging on for the first time is Otherwise, contact the administrator of your communication system. 4. If you want to use myreports with an automatic login in the future, enable the check box Save Password. The Login window will then no longer be displayed. You can change this option at any time. NOTICE: Use the automatic login only if you are sure that no one else has access to your Windows user account. Otherwise, unauthorized users could, for example, potentially access your voic s and fax messages or redirect your station number to external toll-based destinations. 5. If the IP address of the communication system is not present, enter it in theserver IP field. 6. Select the desired language for the user interface from the Language dropdown list. 12 OpenScape Office, myreports, User Guide

13 Installing and Starting myreports How to Switch Users Next steps: 7. Click Login. Change your password after starting myreports for the first time. Installing and Starting myreports How to Install myreports How to Switch Users How to Deactivate the Automatic Logon 2.4 How to Switch Users Prerequisites: A user has started myreports. Step by Step: 1. Click Logout in the Info bar. Next steps: Log in. See How to Start myreports, starting with step 2. Installing and Starting myreports How to Start myreports How to Deactivate the Automatic Logon 2.5 How to Deactivate the Automatic Logon Prerequisites: A user has started myreports. Step by Step: 1. Click Logout in the Info bar. Next steps: Log in. See How to Start myreports, starting with step 2. Installing and Starting myreports How to Start myreports How to Switch Users 2.6 How to Uninstall myreports Step by Step: 1. Close myreports. INFO: Please make sure that you refer to the notes in the readme file. 2. Select one of the following options: Windows XP: Click in the Control Panel on Software. OpenScape Office, myreports, User Guide 13

14 Installing and Starting myreports How to Uninstall myreports Windows Vista: Click in the Control Panel on Programs and Features. 3. Click Uninstall in the context menu of myreports entry. 4. Click Continue. 5. In the myreports Uninstall window, click Yes. 6. If a message about deleting shared user files appears, click on No to all. Installing and Starting myreports How to Install myreports 14 OpenScape Office, myreports, User Guide

15 First Steps How to Change the Administrator Password 3 First Steps The First Steps describe the recommended actions to be taken right at the beginning. Configuring an Account to Send Reports by In order to enable myreports to send reports by , you will need to configure access to an existing account. How to Change the Administrator Password How to Configure an Account to Send Reports by 3.1 How to Change the Administrator Password Prerequisites: You know the administrator password of myreports. Step by Step: 1. Click Administration > Management. 2. Enter the administrator password in the Please enter the password: field. 3. Enter the new administrator password in the Administrator Password: and Re-enter Password: fields. 4. Click Save. First Steps 3.2 How to Configure an Account to Send Reports by Prerequisites: You know the administrator password of myreports. You know the login data of an account that can be used by myreports to send reports by . Step by Step: 1. Click Administration > Setup. 2. Enter the server name or the IP address of the server in the Host: field. 3. Enter the user name of account in the User: field. 4. Enter the password of the account in the Password: field. 5. In the field From:, enter the address that is to be displayed as the sender. 6. In the field Reply To:, enter the address that is to be displayed as the Reply To address. OpenScape Office, myreports, User Guide 15

16 First Steps How to Configure an Account to Send Reports by 7. Click Edit. 8. Enter the administrator password and click OK. 9. Click Save. First Steps 16 OpenScape Office, myreports, User Guide

17 Reports 4 Reports myreports can be used to generate over 80 predefined reports on calls, queues, agents, performance (i.e., Grade of Service) and wrapup codes and also to define and create customized reports. It is advisable to not create reports with more than 100 pages. If required, the reporting period for the report should be restricted accordingly. Language Reports are created in the language of the user interface of myreports. Report Parameters Depending on the report involved, you can use some of the following report parameters to specify the contents of a report more precisely in a Report Preview, when sending a report immediately by and when using a report in a schedule: From Date : Start date of the period relevant for the report To Date : End date of the period relevant for the report From Time : Start time of the period relevant for the report To Time : End time of the period relevant for the report Queue Name Relevant queue for the report. Agent/User Relevant agent for the report. Wrap up Description Relevant wrapup code for the report Wrap up Group Relevant wrapup group for the report Business Hours Only This option takes only the business hours configured in OpenScape Office into account. Daily Report This option arranges the results of report on a daily basis. Output Formats The following output formats can be selected when creating a Report Preview and when sending reports by Excel PDF Word OpenScape Office, myreports, User Guide 17

18 Reports PostScript Report Designer The Report Designer is used to define and edit new reports. Report Manager The Report Manager is used to manage the reports and shows a list of all reports with the following details: ID Report Name Report Group You can sort the reports of a directory by any column in ascending or descending alphanumeric order. In addition, the Report Manager includes a drop-down list for selecting the displayed report group(s), a display indicating the number of reports and the following symbols: Icon Function Refresh Delete Select File Add Report Preview If desired, you can create a report preview in one of the output formats and either save it or open it immediately with the appropriate application. 18 OpenScape Office, myreports, User Guide

19 Reports Predefined Reports Immediate Delivery by You can send a report as an attachment to any desired recipient at any time. The subject of the always begins with your last name and your address in the communication system. You can, of course, also add text to the subject line. Predefined Reports How to Display a Report Preview How to Send a Report Immediately by How to Add a Report How to Delete a Report How to Update Predefined Reports Report Designer How to Start the Report Designer How to Start the Online Help of the Report Designer User Interface Elements Schedules 4.1 Predefined Reports myreports includes over 80 predefined reports. The predefined reports are classified in the Report Explorer in the following groups: Agent activity Agents Call history Calls Other Performance Queues User availability status Wrap-up codes INFO: The predefined reports cannot be changed. You can, however, copy the file of a predefined report under another name and then edit that report with the Report Designer and then add it as a new report. OpenScape Office, myreports, User Guide 19

20 Reports How to Display a Report Preview Updates for Predefined Reports An updated version of OpenScape Office could include new predefined reports. After the predefined reports have been updated, the new reports can also be used with myreports. INFO: When predefined reports are updated, the schedules of all users are deleted. Reports How to Update Predefined Reports 4.2 How to Display a Report Preview Prerequisites: The phone number prefixes have been configured. Step by Step: 1. Click Schedule Manager. 2. Click in the Report Explorer on the desired report in the appropriate report group. 3. If relevant for this report: Under From Date :, enter the start date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired start date in the calendar. 4. If relevant for this report: Under To Date :, enter the end date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired end date in the calendar. 5. If relevant for this report: Select the start time of the period relevant for the report in the From Time : list box. 6. If relevant for this report: Select the end time of the period relevant for the report in the To Time : list box. 7. If relevant for this report: Select the relevant queue in the Queue Name dropdown list. 8. If relevant for this report: Select the relevant agent in the Agent drop-down list. 9. If relevant for this report: Select the relevant wrapup code in the Wrap up Description drop-down list. 10. If relevant for this report: Select the relevant queue in the Wrap up Group drop-down list. 11. If relevant for this report: select one of the following options: If you want only the business hours to be considered, select the Business Hours Only check box. If you want all the times of the day to be considered, clear the Business Hours Only check box. 20 OpenScape Office, myreports, User Guide

21 Reports How to Send a Report Immediately by 12. If relevant for this report: select one of the following options: If you want the results of the report to be grouped on a daily basis, select the Daily Report check box. If you do not want the results of the report to be grouped on a daily basis, clear the Daily Report check box. 13. Click OK followed by OK. 14. Select one of the following options in the Format drop-down list: PDF PostScript XLS (Excel) DOC (Word) 15. Click the Preview Report icon. Reports How to Configure Phone Number Prefixes 4.3 How to Send a Report Immediately by Prerequisites: An account to send reports by has been configured. Your address has been configured in the communication system. The phone number prefixes have been configured. Step by Step: 1. Click Schedule Manager. 2. Click in the Report Explorer on the desired report in the appropriate report group. 3. If relevant for this report: Under From Date :, enter the start date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired start date in the calendar. 4. If relevant for this report: Under To Date :, enter the end date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired end date in the calendar. 5. If relevant for this report: Select the start time of the period relevant for the report in the From Time : list box. 6. If relevant for this report: Select the end time of the period relevant for the report in the To Time : list box. 7. If relevant for this report: Select the relevant queue in the Queue Name dropdown list. 8. If relevant for this report: Select the relevant agent in the Agent drop-down list. OpenScape Office, myreports, User Guide 21

22 Reports How to Add a Report 9. If relevant for this report: Select the relevant wrapup code in the Wrap up Description drop-down list. 10. If relevant for this report: Select the relevant queue in the Wrap up Group drop-down list. 11. If relevant for this report: select one of the following options: If you want only the business hours to be considered, select the Business Hours Only check box. If you want all the times of the day to be considered, clear the Business Hours Only check box. 12. If relevant for this report: select one of the following options: If you want the results of the report to be grouped on a daily basis, select the Daily Report check box. If you do not want the results of the report to be grouped on a daily basis, clear the Daily Report check box. 13. Click OK followed by OK. 14. Select one of the following options in the Format drop-down list: PDF PostScript XLS (Excel) DOC (Word) 15. Click the Sending attached report file icon. 16. Enter the name of the desired recipient in the To : field. 17. Enter the Subject : for the Enter the message text for the in the Message : field. 19. Click Send followed by OK. Reports How to Configure an Account to Send Reports by How to Configure Phone Number Prefixes 4.4 How to Add a Report Prerequisites: You have defined a new report in the Report Designer and saved it as a file of type.rptdesign. Step by Step: 1. Click Report Manager. 2. Click the Select File icon. 3. Choose a folder and the desired file in the Open window and click Open. 22 OpenScape Office, myreports, User Guide

23 Reports How to Delete a Report 4. Select one of the following options: If you want to save the report in an existing report group, select the desired report group from the drop-down list. If you want to save the report in a new report group, select the item New Report Group from the drop-down list and replace the entry New Report Group with the name of the desired report group. 5. Click the Plus icon. Reports How to Delete a Report 4.5 How to Delete a Report Prerequisites: You are logged in to myreports with the user name under which the report was added. The report is not included in any schedule. Step by Step: 1. Click Report Manager. 2. Select the desired report group from the drop-down list for the report group. 3. Click in the list of reports on the line with the desired Report Name. 4. Click the Delete icon, followed by OK. 5. Click OK. Reports How to Add a Report 4.6 How to Update Predefined Reports Step by Step: 1. Click Administration > Default Reports. 2. Enter the administrator password and click OK. INFO: The schedules of all users are deleted. OpenScape Office, myreports, User Guide 23

24 Reports Report Designer Next steps: 3. To confirm, click OK. myreports exits and restarts automatically. Reports Predefined Reports 4.7 Report Designer The Report Designer contained in myreports can be used to define customized reports for the calls, queues, agents, performance (i.e., Grade of Service) and wrap-up codes of contact centers. The Report Designer is a separately started application (BIRT RCP Designer) and has its own online help. Reports User Interface Elements Data Relationship Model How to Start the Report Designer How to Start the Online Help of the Report Designer 4.8 How to Start the Report Designer Step by Step: 1. Click Report Designer. Reports Report Designer 24 OpenScape Office, myreports, User Guide

25 Reports How to Start the Online Help of the Report Designer 4.9 How to Start the Online Help of the Report Designer Prerequisites: You have started the Report Designer. Step by Step: 1. Click in the Report Designer on Help > Help Contents. INFO: To familiarize yourself with the Report Designer, it is advisable to read the section BIRT Report Developer Guide > Field Guide to BIRT > Learning the Basics in the help. Reports Report Designer OpenScape Office, myreports, User Guide 25

26 Reports How to Start the Online Help of the Report Designer 26 OpenScape Office, myreports, User Guide

27 Schedules 5 Schedules A schedule defines the time-controlled creation of a specific report. Schedule Name A schedule name consists of the name of the report in that schedule, followed by the schedule ID. Report Parameters Depending on the report, you can specify its contents more precisely via report parameters. Time of Execution You can configure the following execution times for the schedule: Start Date The execution of the schedule is initiated on the start date. End Date The execution of the schedule is repeated at the configured recurrence intervals until the end date is reached. Time The schedule is run for the first time at the time specified here. If multiple schedules are to be run at the same time, the corresponding reports are generated at intervals of one minute each for performance reasons. This has no effect on the contents of the reports Delivery by Scheduled reports are sent to your address. In order to do this, an account for sending the report as well as your address to receive the report must be configured in the communication system. Recurrence You can configure the following types of recurrence for the execution of a schedule based on the time specified for the first execution: Hourly Daily Every n days Weekly Every n weeks Monthly Every n months Yearly OpenScape Office, myreports, User Guide 27

28 Schedules Schedule Manager The Schedule Manager is used to create schedules. It includes the following symbols: Icon Function Delete Schedule Edit Schedule Save Schedule Preview Report Sending attached report file My Schedules My Schedules can be used to manage your own schedules and to display a list with the following details: ID Schedule Name You can only view your own schedules. Start Schedule Start of the time period in which the schedule is executed. End Schedule End of the time period in which the schedule is executed. Recurrence Type and interval of the recurrence. You can sort the schedules by any column in ascending or descending alphanumeric order. In addition, My Schedules contains the symbols below: 28 OpenScape Office, myreports, User Guide

29 Schedules How to Add a Schedule Icon Delete Schedule Function Edit Schedule View Details Shows the following additional information: Time for the first execution Output format If applicable: address of the recipient If applicable: further details on the recurrence How to Add a Schedule How to Display the Details of a Schedule How to Edit a Schedule How to Delete a Schedule User Interface Elements Reports 5.1 How to Add a Schedule Prerequisites: An account to send reports by has been configured. Your address has been configured in the communication system. An template has been configured. The station number prefixes have been configured. Step by Step: 1. Click Schedule Manager. 2. Click in the Report Explorer on the desired report in the appropriate report group. 3. If relevant for this report: Under From Date :, enter the start date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired start date in the calendar. 4. If relevant for this report: Under To Date :, enter the end date of the period relevant for the report in the format MM/DD/YYYY or click the adjacent calendar icon and select the desired end date in the calendar. 5. If relevant for this report: Select the start time of the period relevant for the report in the From Time : list box. 6. If relevant for this report: Select the end time of the period relevant for the report in the To Time : list box. OpenScape Office, myreports, User Guide 29

30 Schedules How to Add a Schedule 7. If relevant for this report: Select the relevant queue in the Queue Name dropdown list. 8. If relevant for this report: Select the relevant agent in the Agent drop-down list. 9. If relevant for this report: Select the relevant wrapup code in the Wrap up Description drop-down list. 10. If relevant for this report: Select the relevant queue in the Wrap up Group drop-down list. 11. If relevant for this report: select one of the following options: If you want only the business hours to be considered, select the Business Hours Only check box. If you want all the times of the day to be considered, clear the Business Hours Only check box. 12. If relevant for this report: select one of the following options: If you want the results of the report to be grouped on a daily basis, select the Daily Report check box. If you do not want the results of the report to be grouped on a daily basis, clear the Daily Report check box. 13. Click OK followed by OK. 14. Enter the start date for the execution of the schedule in the format MM/DD/ YYYY in the Start Schedule field or click the adjacent calendar icon and select the desired start date in the calendar. 15. Enter the end date for the execution of the schedule in the format MM/DD/ YYYY in the End Schedule field or click the adjacent calendar icon and select the desired end date in the calendar. 16. Select the time for the execution of the schedule in the Run this scheduled task at list box. 17. Select one of the following options in the Format drop-down list: PDF PostScript XLS (Excel) DOC (Word) 18. Select the Recurrence check box. 19. Select one of the following options for the recurrence interval as well as any other details that may be required: Hourly Recurrence Every Day Weekly Recurrence Monthly Recurrence 30 OpenScape Office, myreports, User Guide

31 Schedules How to Display the Details of a Schedule Yearly Recurrence 20. Select the item [New Schedule] in the Schedules for selected report: dropdown list. 21. Click the Save icon. 22. Click Save. Schedules How to Display the Details of a Schedule How to Edit a Schedule How to Delete a Schedule How to Configure an Account to Send Reports by How to Configure an Template (Text) How to Configure Phone Number Prefixes 5.2 How to Display the Details of a Schedule Step by Step: 1. Click My Schedules. 2. Select the appropriate report group or the item (All Reports) in the drop-down list. 3. Click the appropriate schedule. 4. Click the View Details icon. 5. Click OK. Schedules How to Add a Schedule How to Edit a Schedule How to Delete a Schedule 5.3 How to Edit a Schedule Step by Step: 1. Click My Schedules. 2. Select the appropriate report group or the item (All Reports) in the drop-down list. 3. Click the appropriate schedule. 4. Click the Edit Schedule icon. 5. Click Report Parameters in the function menu. OpenScape Office, myreports, User Guide 31

32 Schedules How to Edit a Schedule 6. If relevant for this report: If you want to change the start date, enter the start date of the period relevant for the report in the format MM/DD/YYYY under From Date : or click the adjacent calendar icon and select the desired start date in the calendar. 7. If relevant for this report: If you want to change the end date, enter the end date of the period relevant for the report in the format MM/DD/YYYY under To Date : or click the adjacent calendar icon and select the desired end date in the calendar. 8. If relevant for this report: If you want to change the start time, select the start time of the period relevant for the report in the From Time : list box. 9. If relevant for this report: If you want to change the end time, select the end time of the period relevant for the report in the To Time : list box. 10. If relevant for this report: If you want to change the queue, select the relevant queue in the Queue Name drop-down list. 11. If relevant for this report: If you want to change the agent, select the relevant agent in the Agent drop-down list. 12. If relevant for this report: If you want to change the wrapup description, select the relevant wrapup code in the Wrap up Description drop-down list. 13. If relevant for this report: If you want to change the wrapup group, select the relevant wrapup group in the Wrap up Group drop-down list. 14. If relevant for this report: select one of the following options: If you want only the business hours to be considered, select the Business Hours Only check box. If you want all the times of the day to be considered, clear the Business Hours Only check box. 15. If relevant for this report: select one of the following options: If you want the results of the report to be grouped on a daily basis, select the Daily Report check box. If you do not want the results of the report to be grouped on a daily basis, clear the Daily Report check box. 16. Click OK followed by OK. 17. If you want to change the start date, enter the start date for the execution of the schedule in the format MM/DD/YYYY in the Start Schedule field or click the adjacent calendar icon and select the desired start date in the calendar. 18. If you want to change the end date, enter the end date for the execution of the schedule in the format MM/DD/YYYY in the End Schedule field or click the adjacent calendar icon and select the desired end date in the calendar. 19. If you want to change the execution time of the schedule, select the desired execution time for the schedule in the Run this scheduled task at list box. 20. If you want to change the output format, select one of the following options in the Format drop-down list: PDF 32 OpenScape Office, myreports, User Guide

33 Schedules How to Delete a Schedule PostScript XLS (Excel) DOC (Word) 21. If you want to change the recurrence interval, select one of the following options for the recurrence interval as well as any other details that may be required: Hourly Recurrence Every Day Weekly Recurrence Monthly Recurrence Yearly Recurrence 22. Click the Save Schedule icon. 23. Click Save. Schedules How to Add a Schedule How to Display the Details of a Schedule How to Delete a Schedule 5.4 How to Delete a Schedule Step by Step: 1. Click My Schedules. 2. Select the appropriate report group or the item (All Reports) in the drop-down list. 3. Click the appropriate schedule. 4. Click the Delete Schedule icon, followed by OK. Schedules How to Add a Schedule How to Display the Details of a Schedule How to Edit a Schedule OpenScape Office, myreports, User Guide 33

34 Schedules How to Delete a Schedule 34 OpenScape Office, myreports, User Guide

35 Configuration 6 Configuration You can configure myreports in accordance with your requirements, e.g., with an template for reports to be sent. Administrator Password Certain actions in myreports require the administrator password. The same administrator password applies for all authorized users. The default administrator password is admin. Template In the template you can configure the Subject and the message text for all s with which scheduled reports are sent by myreports. You can use an e- mail template in the following formats: Text HTML The following placeholders can be used in an template (text): Placeholder Meaning {1} Report Name {2} Last name of the recipient Phone Number Prefixes In order to enable different types of connections (e.g., mobile or international) to be taken into account by myreports in certain reports, you will need to configure the appropriate phone number prefixes. Backup and Restore When the data of the communication system is backed up and restored, the reports and schedules of myreports are taken into account. How to Change the Administrator Password How to Change Skin Colors How to Configure an Account to Send Reports by How to Configure an Template (Text) How to Configure an Template (HTML) How to Configure Phone Number Prefixes How to Change the Server Address OpenScape Office, myreports, User Guide 35

36 Configuration How to Change the Administrator Password 6.1 How to Change the Administrator Password Prerequisites: You know the administrator password of myreports. Step by Step: 1. Click Administration > Management. 2. Enter the administrator password in the Please enter the password: field. 3. Enter the new administrator password in the Administrator Password: and Re-enter Password: fields. 4. Click Back up. Configuration 6.2 How to Change Skin Colors Step by Step: 1. Select the option with the desired appearance under Theme > Click OK. Next steps: Close myreports and restart the application. Configuration User Interface Elements 6.3 How to Configure an Account to Send Reports by Prerequisites: You know the administrator password of myreports. You know the login data of an account that can be used by myreports to send reports by . Step by Step: 1. Click Administration > Setup. 2. Enter the server name or the IP address of the server in the Host: field. 3. Enter the user name of account in the User: field. 4. Enter the password of the account in the Password: field. 5. In the field From:, enter the address that is to be displayed as the sender. 6. In the field Reply To:, enter the address that is to be displayed as the Reply To address. 7. Click Edit. 8. Enter the administrator password and click OK. 36 OpenScape Office, myreports, User Guide

37 Configuration How to Configure an Template (Text) 9. Click Save. Configuration How to Send a Report Immediately by How to Add a Schedule 6.4 How to Configure an Template (Text) Prerequisites: You know the administrator password of myreports. Step by Step: 1. Click Administration > template. 2. Enter the administrator password and click OK. 3. Enter the desired text in the Subject: field. 4. Enter the desired text in the Message: field. 5. Click Save followed by Cancel. Configuration How to Add a Schedule How to Configure an Template (HTML) 6.5 How to Configure an Template (HTML) Prerequisites: You know the administrator password of myreports. An appropriate HTML file (*.htm or *.html) is available in the file system of your PC. Step by Step: 1. Click Administration > template. 2. Enter the administrator password and click OK. 3. Click the Browse HTML formatted message icon. 4. Choose a folder and the desired file in the Open window and click Open. 5. Click Save followed by Cancel. Configuration How to Configure an Template (Text) OpenScape Office, myreports, User Guide 37

38 Configuration How to Configure Phone Number Prefixes 6.6 How to Configure Phone Number Prefixes Prerequisites: You know the administrator password of myreports. Step by Step: 1. Click Administration > Phone Numbers. 2. Enter the prefix for the international number in the International: field. INFO: Multiple prefixes can be entered in one field by separating the entries with ";". 3. Enter the prefix for national mobile numbers in the Mobile: field. 4. Enter the prefix for the toll free number in the Free Call: field. 5. Enter the prefix for the toll number in the Pay Call: field. 6. Enter the prefix for special phone in the Specific Call: field. 7. Click Edit. 8. Enter the administrator password and click OK. 9. Click Save. Configuration How to Add a Schedule How to Display a Report Preview How to Send a Report Immediately by 6.7 How to Change the Server Address Prerequisites: A user has started myreports. INFO: Do not change the server address unless you are instructed to do so by the administrator of your communication system. You cannot use myreports with an invalid server address. Step by Step: 1. Click Logout in the Info bar. Next steps: Log in. See How to Start myreports, starting with step 2. Configuration 38 OpenScape Office, myreports, User Guide

39 Appendix Data Relationship Model 7 Appendix The appendix provides information on the data available in the database of myreports. Data Relationship Model 7.1 Data Relationship Model The Data Relationship Model shows all the tables in the database of myreports as well as their relationships to one another and their fields. OpenScape Office, myreports, User Guide 39

40 Appendix Data Relationship Model Appendix Report Designer 40 OpenScape Office, myreports, User Guide

41 Index Z A administrator password 35 automatic logon 9, 35 B BIRT RCP Designer 24 business hours 17 C concept 5 configuration 35 D daily report 17 data relationship model 39 display conventions 6 E elements of the user interface 7 , sending 17, 27 account 35 template HTML 35 text 35 Excel 17 F field 39 First Steps 15 functions myreports 5 I installation 9 introduction 5 K key 39 L language report 17 user language 9 license 9 M myreports 17 functions 5 My Schedules 27 O operating instructions 5 output format 17 output type 27 P password 9 PDF 17 phone numbers prefix 35 PostScript 17 prerequisites for myreports 9 R Recurrence 27 relationship 39 report 17 predefined 19 Report Designer 24 Report Manager 17 report parameters 17, 27 report preview 17 restore 35 S save 35 Schedule 19, 27 Schedule Manager 27 server address 35 skin color 35 starting myreports 9 switching users 9 T table 39 topics, types 5 U uninstallation 9 user interface color 35 elements 7 language 9 W Word 17 OpenScape Office, myreports, User Guide 41