TASKE Call Center Management Tools

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1 TASKE Call Center Management Tools Version 7 Integrating and Configuring Blue Pumpkin PrimeTime and PrimeTime Skills TASKE Technology Inc.

2 Copyright 2000, TASKE Technology Inc. All rights reserved. Printed in Canada. Information in this document is subject to change without notice and does not represent a commitment on the part of TASKE Technology Inc. The software described in this document is furnished under a license agreement. The software may be used only in accordance with the terms of the agreement. No part of this manual may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information recording and retrieval systems, for any purpose other than the purchaser s personal use, without the express written permission of TASKE Technology Inc. Revision Number: Date: July 2000

3 Activating the Blue Pumpkin PrimeTime 30-Day Free Trial To activate the 30-day free trial of the Blue Pumpkin PrimeTime software, the following is required. Installation of the PrimeTime Server Installation of the PrimeTime Client A TASKE evaluation code A Blue Pumpkin PrimeTime evaluation registration code Continue with the remainder of this section for information on how to fulfill the requirements for starting the 30-day free trial. Installing the PrimeTime Server During the Server installation of the TASKE Call Center Management Tools, the Blue Pumpkin PrimeTime Server is automatically installed unless disabled by the user. The Blue Pumpkin PrimeTime Server must be installed to participate in the 30-day free trial of the PrimeTime application. Launching the Wizard When the PrimeTime Server is installed, it enables the Configure option in the PrimeTime menu of the TASKE Information Server. Note: If the PrimeTime Server is not installed, selecting the Configure option on the PrimeTime menu produces a dialog box indicating that the PrimeTime Configuration tool could not be found. To re-run the PrimeTime Server setup, run the Setup.exe file from the Software/PrimeTime directory of the TASKE Call Center Management Tools CD-ROM. - i -

4 Assuming the PrimeTime Server is installed, select Configure from the PrimeTime menu to open the Enter Code dialog box. This dialog box requires an evaluation code before the user can continue. Note: If the site has already purchased the Blue Pumpkin software, the Enter Code dialog box is skipped and the Wizard is launched. From this point the integration process can begin without delay. Continue with the Integrating and Configuring PrimeTime with the TASKE ACD Toolbox section of this document for information and instruction on the integration process. Obtaining a TASKE Evaluation Code for PrimeTime To receive a TASKE evaluation code for PrimeTime, contact TASKE Technology at TASKE or TASKE Technology at The TASKE lock number for the site must be provided when calling TASKE for the PrimeTime evaluation code. At the same time as receiving the TASKE evaluation code, a PrimeTime evaluation Registration code will also be provided. This code is required when the PrimeTime Client application is launched. Note: The TASKE evaluation code is an alphanumeric combination of characters in the following format: xxxx-xxxxxx. The PrimeTime evaluation registration code is a combination of characters in the following format: xxxx-xxxx-xxxx. After receiving the TASKE evaluation code, return to the Enter Code dialog box in the Information Server application and enter the evaluation code. Click OK after inputting the code to launch the Wizard and commence with the integration of PrimeTime and the TASKE Call Center Management Tools. - ii -

5 Performing the Integration and Configuration of PrimeTime with TASKE For information and instruction on the integration of PrimeTime with the TASKE ACD ToolBox, continue with the Integrating and Configuring PrimeTime with the TASKE ACD Toolbox section of this document. Once the integration is complete, install the PrimeTime Client application. Installing the PrimeTime Client Install the PrimeTime Client software on the PC where the application will be used. To install the PrimeTime Client software on the PC, it must have network access to the server PC where the PrimeTime Server is installed. Refer to chapter 2, Installing PrimeTime, of the PrimeTime Forecasting & Scheduling User s Guide for further information on the installation of the PrimeTime Client software. Launching the PrimeTime Client When the PrimeTime Client is launched, the PrimeTime Registration dialog box opens. This dialog box displays a Workstation ID and contains a field requiring an evaluation Registration code. This code should have been provided with the TASKE evaluation code. Note: If the PrimeTime Registration code was not received from TASKE, please contact TASKE at TASKE or TASKE at to receive a Blue Pumpkin PrimeTime evaluation Registration code. Do not contact Blue Pumpkin Software technical support as the dialog box indicates. Input the code in the Registration code field and click OK to begin using the Blue Pumpkin PrimeTime application. - iii -

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7 Table of Contents Activating the Blue Pumpkin PrimeTime 30-Day Free Trial...i Installing the PrimeTime Server...i Launching the Wizard...i Obtaining a TASKE Evaluation Code for PrimeTime...ii Performing the Integration and Configuration of PrimeTime with TASKE... iii Installing the PrimeTime Client... iii Launching the PrimeTime Client... iii Table of Contents...v Integrating and Configuring PrimeTime with the TASKE ACD Toolbox... 1 Installing the PrimeTime Server and Client... 1 Configuring PrimeTime Groups and Queues to Match TASKE Pilots... 1 PrimeTime... 2 PrimeTime Skills... 5 Integration Option 1: PrimeTime and TASKE Share a Server PC... 8 Opening the Wizard for the TASKE ACD ToolBox... 8 Using the Wizard for the First Time... 9 Welcome To PrimeTime Installation For TASKE ToolBox Exporting TASKE Agents Exporting TASKE Historical Data Generating Periodic Reports for PrimeTime Completing the Integration Process Updating the PrimeTime Configuration after the Integration Process Using the TASKE Agent Export Utility To Export TASKE Agent Information Using the TASKE Agent Export Utility Importing TASKE Agent Information into PrimeTime To Import TASKE Agent Information into PrimeTime Importing TASKE Historical Data before the Next Scheduled Task Integration Option 2: PrimeTime and TASKE Use Different Server PCs PrimeTime Server and Client Installation Configuring PrimeTime Groups and Queues to Match TASKE Pilots Exporting TASKE Agent Information Importing TASKE Agent Information into PrimeTime Configuring the Setup for Importing ACD Information Exporting TASKE Historical Data v -

8 Scheduling the Generation of Periodic Reports for PrimeTime Configuring the PrimeTime Watchdog to Import Data Using PrimeTime vi -

9 Integrating and Configuring PrimeTime with the TASKE ACD Toolbox This document outlines the integration between the TASKE Call Center Management Tools and the Blue Pumpkin PrimeTime Forecasting and Scheduling software. There are two ways to perform the integration: 1. The PrimeTime Server is installed on the same PC as the TASKE Information Server. In this case, TASKE performs much of the integration with a configuration tool. 2. The PrimeTime Server is installed on a different PC than the TASKE Information Server. In this case, the user must perform the integration manually, using some tools provided by TASKE. Note: TASKE recommends that the PrimeTime Server and the TASKE Information Server reside on the same machine. Installing the PrimeTime Server and Client The Blue Pumpkin PrimeTime installation is launched from the TASKE Call Center Management Tools installation program. Please refer to the TASKE ACD ToolBox Installation Guide for instruction on installing the TASKE Call Center Management Tools and launching the installation for the Blue Pumpkin PrimeTime software. The installation instructions for the PrimeTime Server and Client are provided in chapter 2 of the PrimeTime User s Guide, Installing PrimeTime. Please refer to this document when installing the PrimeTime software. The PrimeTime User s Guide is available in Portable Document Format (.pdf) in the PrimeTime folder of the Docs directory of the TASKE Call Center Management Tools CD. Configuring PrimeTime Groups and Queues to Match TASKE Pilots The configuration of the PrimeTime groups to match the TASKE Pilots is required to import the TASKE historical data into PrimeTime. PrimeTime uses this call volume information as a forecasting basis. The integration of the TASKE call volume data into PrimeTime is seamless due to the similar process of organizing agent information shared by the two applications. Note: The matching of TASKE Pilots to the PrimeTime Groups and Queues varies according to the PrimeTime product (PrimeTime or PrimeTime Skills) installed. See the sections below to perform the appropriate setup

10 PrimeTime TASKE uses Pilots and Pilot Groups to define different categories of agents. PrimeTime implements a similar concept using Queues and Groups. In PrimeTime a Group contains a single Queue. This Queue is used to match the TASKE Pilots to the PrimeTime Group. The Queue can contain an unlimited number of associations to TASKE Pilots. When the call volume data is calculated for the PrimeTime Group, the data for all of the TASKE Pilots associated with the Queue is summed together to provide a single value for the PrimeTime Group. As an example, consider a PrimeTime Group named Technical Support. Within the Technical Support Group, there is a single Queue that contains associations to three TASKE Pilots; the Technical Support English Pilot, the Technical Support French Pilot, and the Technical Support Spanish Pilot. Using this scenario in PrimeTime, the value for the call volume data for the Technical Support Group is the sum of the totals for the Technical Support English Pilot, the Technical Support French Pilot and the Technical Support Spanish Pilot. For instruction on the configuration of PrimeTime Groups, please refer to the PrimeTime User s Guide or the PrimeTime online help in the PrimeTime Client. To Assign TASKE Pilots to a PrimeTime Group To properly import the call volume data, PrimeTime needs to know which TASKE Pilots to assign to the PrimeTime Groups. This is done through the PrimeTime ACD Setup utility in the PrimeTime Server. Using the example above of the Technical Support Group with associations to the English, French, and Spanish TASKE Pilots, follow the steps below for an example of how to assign the TASKE Pilots to the PrimeTime Groups. 1. Open the PrimeTime ACD Setup utility. If a registry key error appears, click OK. 2. On the Report Settings tab, set the location of the ACD Reports to C:\TASKE\Sitedata\Local\PrimeTime in the Location of ACD reports: box

11 3. Select the Queue Matching tab. Assuming the Technical Support Group has been created, as in the example, the tab should contain a Technical Support Group. Note: The Sales Group is present to view the difference between a Group containing only one Pilot association and a Group that will contain more Pilot associations. 4. Double-click Technical Support Queue (New queue (2) in the image above) in the PrimeTime queues column to open the Queue Name Matching dialog box

12 5. Input the TASKE ID number for the Technical Support English Pilot (200) in the ACD queue name box. If the TASKE Pilot ID number is not known, open the TASKE Administrator application and look in the List Panel of the Pilots window. 6. Click Add to add the Pilot ID to the ACD queue names list in the Queue Name Matching dialog box. 7. Repeat steps 5 and 6 twice to add the Technical Support French Pilot (201) and the Technical Support Spanish Pilot (202) to the Queue. 8. Click OK to accept the changes and close the Queue Name Matching dialog box. The PrimeTime ACD Setup window should now appear as it does in the following image. 9. Click OK in the PrimeTime ACD Setup window to accept the ACD setup and exit the window

13 PrimeTime Skills Just as TASKE has Pilots and Pilot Groups that define different categories of agents, PrimeTime Skills has Queues and Groups. The setup of the Queues and Groups in PrimeTime to match the TASKE Pilots allows the call volume data for the call center to be imported and structured in the same manner as the call center setup. Within each PrimeTime Group there may be several Queues. As an example, consider a PrimeTime Group named Technical Support. Within the Technical Support Group, there are three Queues, the Technical Support English Queue, the Technical Support French Queue, and the Technical Support Spanish Queue. In the TASKE Administrator application, each of these PrimeTime Queues is equivalent to a TASKE Pilot, meaning that there is a Technical Support English Pilot, a Technical Support French Pilot, and a Technical Support Spanish Pilot. It is essential that the PrimeTime Groups and Queues be configured to match the structure of the Pilots in the TASKE Administrator. Matching the PrimeTime Queues to the appropriate TASKE Pilots and placing the Pilots in the appropriate Groups ensures that PrimeTime imports the historical data exported by TASKE into the appropriate PrimeTime Groups and Queues. For instruction on the creation and configuration of PrimeTime Groups and Queues in the PrimeTime Client, please refer to the PrimeTime User s Guide or the PrimeTime online help in the PrimeTime Client. To Assign TASKE Pilots to a PrimeTime Group To properly import the call volume data, PrimeTime needs to know which TASKE Pilots to assign to the PrimeTime groups. This is done through the PrimeTime ACD Setup utility in the PrimeTime Server. Using the example above of the Technical Support group with the English, French, and Spanish queues, follow the steps below for an example of how to assign the TASKE Pilots to the PrimeTime groups. 1. Open the PrimeTime ACD Setup utility. If a registry key error appears, click OK. 2. On the Report Settings tab, set the location of the ACD Reports to C:\TASKE in the Location of ACD reports: box

14 3. Select the Queue Matching tab. Assuming three queues have been created, as in the example, that are labeled Technical Support English, Technical Support French, and Technical Support Spanish, the tab should appear as follows. 4. Double-click on the name of the first queue to open the Queue Name Matching dialog box

15 5. Input the TASKE ID number for the matching Pilot in the ACD queue name box. If the TASKE Pilot ID number is not known, open the TASKE Administrator application and look in the List Panel of the Pilots window. 6. Click Add to add the Pilot ID to the ACD queue names list in the Queue Name Matching dialog box. 7. Click OK to accept the addition and close the Queue Name Matching dialog box. 8. Repeat steps 4 to 7 for the remaining queues in the Queue Matching tab of the PrimeTime ACD Setup window. 9. Click OK in the PrimeTime ACD Setup window to accept the ACD setup and exit the window

16 Integration Option 1: PrimeTime and TASKE Share a Server PC The Wizard for the TASKE ACD ToolBox assists in the configuration of PrimeTime. This interface guides users through the integration during the software installation. Opening the Wizard for the TASKE ACD ToolBox The Wizard is launched from the TASKE Information Server. Use the following steps to open the Wizard. 1. Double-click the Information Server icon in the TASKE ToolBox v7 folder to open the TASKE Information Server. TASKE Information Server Icon 2. Select Configure from the PrimeTime menu to open the PrimeTime Integration Wizard. If this is the first time using the Wizard, the Welcome To PrimeTime Installation For TASKE ToolBox dialog box opens. If the integration process has already been completed at an earlier time and the user is simply - 8 -

17 updating the configuration, the Configure TASKE and PrimeTime dialog box opens. This section assumes this is a first-time configuration of PrimeTime and the Wizard is launched. The main operations the wizard performs are: Export TASKE Agents PrimeTime needs a list of agents to use for scheduling. To avoid having to manually re-create these entries in PrimeTime, the TASKE agents are exported to a file. This file is then imported into PrimeTime. Export TASKE Historical Data PrimeTime uses historical data when creating forecasts for future dates. This allows users to efficiently schedule agents based on historical data. The user chooses the desired date range for exporting. This can be any time from the last month to a previous year. Schedule a Report Generator To ensure that future data is automatically imported into PrimeTime, TASKE schedules (using the Windows scheduler) a task to generate a report for the previous day s activity. This activity is imported into PrimeTime automatically, and is available for use as a forecasting basis. Configure PrimeTime The final step is the integration of the components the wizard configured with PrimeTime. This includes the creation of some registry keys, and other background activities. Using the Wizard for the First Time The following images display the wizard dialog boxes that are provided when the Wizard is run for the first time. An explanation of each dialog box is provided with the image. Once the initial integration process is complete, these dialog boxes are not shown again. Instead, the Configure TASKE and PrimeTime dialog box is provided that allows users to update the PrimeTime configuration

18 Welcome To PrimeTime Installation For TASKE ToolBox The Welcome To PrimeTime Installation For TASKE ToolBox dialog box offers an introduction to the wizard and an explanation of the actions it completes during the integration process. To proceed with the integration of PrimeTime 2.1, click the Next > button. Click Cancel to stop the integration process and exit the wizard. Exporting TASKE Agents

19 The Export TASKE Agents dialog box allows users to export the agents defined in the TASKE Administrator to a text file. The text file is then imported into PrimeTime. See the Importing TASKE Agent Information into PrimeTime section in this document for instruction on this procedure. The text file the wizard creates is named TAgents.dat. Important: When importing the TASKE agent information into PrimeTime use the Tab delimiter. To Export TASKE Agent Information 1. Enable the Yes radio button. 2. Select a destination directory for the TAgents.dat file in the Export the file to this location field. If unsure of the directory location, click the Browse button to locate the directory. 3. Click Next > to accept the selections and continue with the integration process. The user may choose not to export the agents in the TASKE Administrator. The process can be completed at a later time using the TASKE Agent Export utility. To continue with the integration process without exporting the TASKE agent information, enable the No radio button and click the Next > button. Exporting TASKE Historical Data The Export TASKE Historical Data dialog box allows users to pick the dates of the historical data to export. PrimeTime uses the historical data as a forecasting basis

20 Important: Before exporting the historical data it is essential that the PrimeTime groups are setup to match the TASKE Pilots. If this is not the case, do not export the historical data, it can be completed at another time. For information on setting up groups in PrimeTime, see chapter 4 of the PrimeTime User s Guide, Getting Started with PrimeTime. To Export TASKE Historical Data 1. Enable the Yes radio button. 2. Input the start date for the export in the From field in MM/DD/YY (may be MM/DD/YYYY depending on the operating system) format. 3. Input the end date for the export in the To field in MM/DD/YY (may be MM/DD/YYYY depending on the operating system) format. 4. Click Next > to accept the selections and continue with the integration process. The user may choose not to export the historical TASKE data. The process can be completed at a later time using this wizard to update the configuration of PrimeTime. See the Updating the PrimeTime Configuration after the Integration Process section of this document for information on changing this information. To continue with the integration process without exporting the TASKE historical data, enable the No radio button and click the Next > button. Generating Periodic Reports for PrimeTime The Generating Periodic Reports for PrimeTime dialog box records the information that is required to create a Windows scheduled task. The task exports the call history data for the previous day on a daily basis and it is

21 automatically read into PrimeTime. This allows PrimeTime to maintain historical data for each passing day to use as a forecasting basis. Note: Windows NT is the only operating system requiring security information to schedule the task. For PCs running Windows 9x, these fields are read-only. To Setup a Scheduled Task for Generating Periodic Reports (Windows NT and Windows 2000 users only) Use the following steps to setup a scheduled task that will automatically generate a report of the TASKE historical data and import it into PrimeTime. 1. Ensure that the information in the User field matches the required login information for performing the scheduled task. This field auto-detects the information of the currently logged in user. If this is not the correct login information, change it to the required domain and login ID. 2. Input the login password in the Password field. 3. Input the login password a second time in the Confirm Password field. 4. Click Next > to accept the login information and continue with the integration process. If required, the information for generating periodic reports can be changed at a later time. To change the information, use this wizard to update the PrimeTime configuration. See the Updating the PrimeTime Configuration after the Integration Process section of this document for information on changing this information. Completing the Integration Process The PrimeTime Installation for TASKE dialog box informs the user that the integration operations are about to begin. Clicking Next > starts the integration process

22 A second dialog box of the same title displays the status of the integration process by showing the progress and the task it is currently executing. When the integration operations are complete the progress bar indicates that it is finished with the exclamation Done! above it. Click the Finish button to complete the integration and exit the wizard. Updating the PrimeTime Configuration after the Integration Process To perform PrimeTime configuration changes after the initial integration and configuration of PrimeTime, use the Configure TASKE and PrimeTime dialog box. This dialog box is launched using the same procedures as launching the Wizard. The Wizard is only provided during the initial configuration of PrimeTime. All subsequent times the configuration program for PrimeTime is launched, the Configure TASKE and PrimeTime dialog box is provided

23 Use the following steps to open the Configure TASKE and PrimeTime dialog box. 1. Double-click the Information Server icon in the TASKE ToolBox v7 folder to open the TASKE Information Server. TASKE Information Server Icon 2. Select Configure from the PrimeTime menu to open the Configure TASKE and PrimeTime dialog box. The Configure TASKE And PrimeTime dialog box provides a means for exporting data and changing the options for generating scheduled reports (Windows NT users only). To export data: 1. Input the start date for the export in the From field in MM/DD/YY format (may be MM/DD/YYYY depending on the operating system). 2. Input the end date for the export in the To field in MM/DD/YY format (may be MM/DD/YYYY depending on the operating system). 3. Click Export Now to begin exporting the data. When the export is complete the TASKE/ dialog box opens with the statement Export Complete!. To Change the Security Privileges (for Windows NT users only) 1. Enable the Change Report Generation Security check box. 2. Enter the domain and login names in the Run As field. Enter the domain name and login name using the format domain\login. 3. Click Set Password and input the password information. 4. Click Close. Note: Windows NT is the only operating system requiring security information to schedule tasks. For PCs running Windows 9x, these fields are disabled

24 Using the TASKE Agent Export Utility The Agent Export Utility is used to export TASKE agent information after the integration process or when the integration is being performed manually. The agent information is exported into a.dat file with a location and file name of the user s choice. To Export TASKE Agent Information Using the TASKE Agent Export Utility Use the following steps to export TASKE agent information using the TASKE Agent Export Utility from a TASKE Server or Client PC. 1. Click Start from the Windows taskbar and select MS-DOS Prompt from the Programs group to open the MS-DOS Prompt window. 2. At the C:\WINDOWS> prompt, type cd\ and press the enter key. 3. At the C:\> prompt, type c:\taske\ttexpagt.exe c:\taske\tagents.dat This command line is broken down as follows: C:\TASKE\TTEXPAGT.EXE Provides the command to run the Agent Export Utility. C:\TASKE\TAGENTS.DAT Tells the Agent Export Utility to export the agent information to the TASKE directory on the c drive and name the new file tagents.dat. 4. Press the Enter key after typing the command line to begin the export of the agent information. When the export is complete the following lines appear below the command line: TASKE Agent Export Utility 2000 Export Complete 5. Close the MS-DOS Prompt window

25 Importing TASKE Agent Information into PrimeTime The instructions for importing TASKE agent information into PrimeTime are provided in chapter 9 of the PrimeTime User s Guide. Refer to the section titled Importing Employee Information. Please refer to this document when importing the TASKE agent information into PrimeTime. When importing the TASKE agent information into PrimeTime, the user is presented with the Import Employees window in the PrimeTime Client. To Import TASKE Agent Information into PrimeTime Use the following steps to import TASKE agent information into PrimeTime. 1. Input the location, file name, and extension of the TASKE agent export file (.dat) in the File to import box. The location of this file was defined by the user in the Export TASKE Agents dialog box of the Wizard or by the user when running the TASKE Agent Export Utility. 2. Select Tab in the Choose a delimiter box. The fields in the.dat files TASKE creates with the Wizard or the TASKE Agent Export Utility are tab delimited. 3. Enable all of the check boxes in the window. 4. Click OK to import the TASKE agent information. By default, all agents imported from TASKE are assumed to be full-time employees working forty hours per week

26 Importing TASKE Historical Data before the Next Scheduled Task The TASKE historical data can be imported into PrimeTime at any time. It is not necessary to wait for the next scheduled import. If the data for that day has already been imported, performing this task will simply import the same data a second time and overwrite the file that was previously imported. To manually perform the import of TASKE data, use the PrimeTime Import Scheduler from the PrimeTime Server. To start the PrimeTime Import Scheduler, select ACD Importer from the PrimeTime Server. This produces two icons in the Windows system tray, one for the PrimeTime ACD Importer Watchdog and one for the PrimeTime Import Scheduler. PrimeTime ACD Importer Watchdog PrimeTime Import Scheduler Double-click the PrimeTime Import Scheduler icon in the system tray to open the PrimeTime Import Scheduler window. Click Import Now to import the TASKE historical data immediately. Note: The Recorded Call Volumes window that is opened from the Call Volume History tab of PrimeTime has an import button which opens the Import Recorded Call Volume dialog box. Do not use this dialog box to import TASKE historical data. Using this dialog box to import TASKE data will import the data in an incorrect format and the information that is imported will be unusable

27 Integration Option 2: PrimeTime and TASKE Use Different Server PCs If the TASKE Information Server and the PrimeTime Server reside on different PCs, the user must complete the integration manually. The steps to manually integrate PrimeTime with the TASKE ACD ToolBox are defined below. PrimeTime Server and Client Installation 1. Install the PrimeTime Server on the target PC. The installation instructions for the PrimeTime Server are provided in chapter 2 of the PrimeTime User s Guide, Installing PrimeTime. Please refer to this document when installing the PrimeTime software. 2. Install the PrimeTime Client on either the PrimeTime Server or another PC. The installation instructions for the PrimeTime Client are provided in chapter 2 of the PrimeTime User s Guide, Installing PrimeTime. Please refer to this document when installing the PrimeTime software. Configuring PrimeTime Groups and Queues to Match TASKE Pilots 3. Configure the PrimeTime groups and queues to match the TASKE Pilots. See the Configuring PrimeTime Groups and Queues to Match TASKE Pilots section of this document for instruction on this process. Exporting TASKE Agent Information 4. Using the TASKE Agent Export utility (from a TASKE client or server PC), export the TASKE agents. See the Using the TASKE Agent Export Utility section of this document for instruction on this process. Importing TASKE Agent Information into PrimeTime 5. Import the TASKE agent information into PrimeTime. See the Importing TASKE Agent Information into PrimeTime section of this document for instruction on this process. Configuring the Setup for Importing ACD Information 6. From the PrimeTime Server, select ACD Setup to open the PrimeTime ACD Setup window. 7. Select the Report Settings tab to configure the settings for importing ACD information

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