ACD Quick Guide (How to Install, Configure and Run)

SEC-ACDv3120-QUICK-GUIDE ACD Quick Guide (How to Install, Configure and Run) Doc Type Lang. Code ENG / # Pages 99 A u t h o r Samsung / Reviewer / Approval / Reg. Date Item Code This document is an official technical document which is written, registered, and used based on the Samsung Technical document management policy TNA-2210. Page 1

Revision History Revision Date Author Details 00 Oct 2007 ACD/IVR Team Initial Draft 01 Mar 2008 ACD/IVR Team Agent, Wallboard, and Reporting added ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 2

Table of Contents 1. Overview...8 1.1 S/W Architecture... 8 1.2 Features... 9 1.2.1 Server... 13 1.2.2 Supervisor... 15 1.2.3 Reporting... 18 1.2.4 Wallboard... 19 1.2.5 Agent... 20 1.2.6 RAD... 21 1.3 General Specification... 22 1.4 License Policy... 22 1.5 Organization... 22 2. Preparation...23 2.1 OfficeServ MMC... 23 2.2 Microsoft SQL Server or Express... 25 2.3.Net Framework... 25 2.4 OfficeServ Link... 26 3. Installation...29 3.1 ACD Server/Supervisor/Reporting/RAD... 29 3.2 ACD Wallboard... 35 3.3 ACD Agent... 37 4. ACD Server...42 4.1 Configuration via System Configuration... 42 4.1.1 License Information... 42 4.1.2 Server Configuration... 43 4.1.3 Data Archiving... 44 4.2 System Configuration via Supervisor... 45 4.2.1 Server Connections... 46 4.2.2 Port Assignments... 46 4.2.3 Supervisor Accounts... 47 4.2.4 System Options... 48 ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 3

4.2.5 Completion Codes... 49 4.3 ACD Configuration via Supervisor... 50 4.3.1 Division Definitions... 50 4.3.2 Group Definitions... 50 4.3.3 Split Definitions... 50 4.3.4 IVR Assignments... 51 4.3.5 Assign Completion Codes... 52 4.4 Agent Configuration via Supervisor... 52 4.4.1 Agent Configuration... 52 4.4.2 Phone-only Agent Configuration... 52 4.4.3 Assign Agent Splits... 53 4.4.4 Agent Permissions... 53 4.5 Call Routing Configuration via Supervisor... 54 4.5.1 IVR Routing Schedule... 54 4.5.2 DID/CLI Routing... 55 4.5.3 Skill-Based Routing... 55 4.6 Running ACD Server... 56 4.7 Monitoring ACD Server... 59 4.7.1 Split... 59 4.7.2 Agent... 59 4.7.3 Port... 60 4.7.4 Queue... 61 4.8 Upgrading ACD Server... 61 4.8.1 With Installation Setup... 61 4.8.2 With Server Patch... 61 5. ACD RAD...63 5.1 Configuring Supervisor... 63 5.1.1 Port Assignments... 63 5.1.2 ACD Split Definition... 63 5.1.3 System Options... 63 5.1.4 DID/CLI Routing... 64 5.2 Configuring RAD... 64 5.2.1 RAD Setting... 65 5.2.2 Switch Setting... 65 5.2.3 Logging Option Setting... 66 5.2.4 Prompt... 67 5.3 Running RAD... 67 ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 4

6. ACD Agent...69 6.1 Main Window... 70 6.1.1 Options... 70 6.1.2 Toolbar... 74 6.1.3 Status Bar... 74 6.2 Split Window... 75 6.3 Favorite Window... 75 6.4 Message Ticker Window... 75 6.5 Split Stat Window... 75 6.6 Agent Stat Window... 76 6.7 Phonebook Integration... 76 6.7.1 MS Outlook... 76 6.7.2 GoldMine... 78 6.7.3 ACT... 81 7. ACD Wallboard...83 7.1 Statistics... 83 7.1.1 Server Statistics... 83 7.1.2 Split Statistics... 84 7.1.3 Agent Statistics... 85 7.2 Main Window... 86 8. ACD Reporting...88 9. Trouble Shooting...93 ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 5

List of Figures [Figure 1] ACD Architecture... 8 [Figure 2] ACD/RAD Call Flow... 12 [Figure 3] ACD/IVR Call Flow... 13 [Figure 4] System Configuration Data Archiving... 14 [Figure 5] Process Manager... 14 [Figure 6] Supervisor... 16 [Figure 7] Reporting... 18 [Figure 8] Wallboard... 20 [Figure 9] Agent Caller Information Window... 21 [Figure 10] Agent Main Window... 21 [Figure 11] RAD... 22 [Figure 12] OfficeServ Link... 26 List of Tables [Table 1] ACD/IVR Terminologies... 9 [Table 2] Basic Routing Combinations... 11 [Table 3] Menus of Supervisor... 17 [Table 4] Menus of Reporting... 19 [Table 5] MMC for Single-Switch ACD/IVR... 24 [Table 6] MMC for Multiple MGI Cards... 24 [Table 7] Menus of Agent... 70 [Table 8] Toolbar of Agent... 74 [Table 9] Server Statistics... 84 [Table 10] Split Statistics... 85 [Table 11] Agent Statistics... 86 [Table 12] Menus of Agent... 87 [Table 13] Reporting Pages... 92 ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 6

Acronyms ACD RAD IVR MMC TTS Automatic Call Distributor Recorded Announcement Device Interactive Voice Responce Man Machine Communication Text-To-Speech References 1) Author. Date of print. title. volume number. edition. Print agency. company. Document title. version number. date. 2) <committee name>.<industry standard>.<version number>.<date>... List up all the references cited in this document. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 7

1. Overview This document describes how to install, configure and run OfficeServ ACD. 1.1 S/W Architecture The ACD consists of the six modules as the following. Server: ACD server for call routing and system configuration Supervisor: web-based management and configuration application Reporting: web-based call center statistics (call, split 1, agent, etc.) Wallboard: real-time call center monitoring application Agent: client program for call center agent RAD (Recorded Announcement Device): playing greeting messages per CLI/DID and wait comfort message to waiting callers For playing voice prompts, the ACD can use either of RAD (Recorded Announcement Device) or IVR (Interactive Voice Response). The RAD is conceptually a light-weight IVR which plays greeting messages per CLI/DID and wait comport messages only. The IVR provides advanced features such as self-menu, callback, DTMF detection, and call recording. For more information on the IVR, refer to the OfficeServ IVR Quick Guide. [Figure 1] ACD Architecture 1 Split is a pool of agent. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 8

1.2 Features Table 1 provides the definition of terminologies used in OfficeServ ACD and IVR Terminology Split Group Division Queue Queue ID (or Split ID) Definition/Description Unit of call routing, group of agent with like skill/level management-purposed pool of splits management-purposed pool of groups The place where the calls stay while waiting for the next available agents. Split and queue are 1-to-1 mapped Queue (Split) Identifier. For queued call, different wait comfort message can be set per queue ID in the RAD or IVR For CLI/DID routing, there s an option whether to play welcome message before sending Message ID the call to the destination split. If message ID is configured, the call which satisfies CLI/DID routing condition is routed to RAD or IVR to play the greet message. When the caller enters DTMF input, IVR determines the service code with which the Service Code target split to request the agent is determined. The mapping between the service code and split is registered in the ACD Supervisor System default split where the call without destination split is routed. Default Split For example, the call with no or invalid queue ID, service code, message ID is routed to the default split. IVR call IVR queue Call routed to the RAD or IVR to listen to the greeting message A pool where the calls routed to the RAD/IVR wait for the available RAD/IVR ports. [Table 1] ACD/IVR Terminologies Three basic routing rules are the following. CLI: If caller s number (CLI) is a specific number registered, then route the call to the corresponding split. DID: If caller s dialed number (DID) is a specific number registered as DID routing, then route the call to the corresponding split IVR: Pass the call to the IVR to listen to the welcome message and get the DTMF input to determine the destination split. From OfficeServ perspective, there are five ports configured for ACD Trunk port: the port where the customer call to ACD bypasses through ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 9

ACD gateway port: the port where the customer call to ACD arrives ACD queue port: the port where the customer call waits for the available agents IVR port: the port where the customer call is cared by RAD/IVR for greet message or wait comfort message Agent port: the port where the agent phone is configured A customer call to ACD passes through the trunk port and is transferred to the ACD G/W. If the routing rule configured per trunk port needs the IVR/RAD service, the call is transferred to the IVR port to listen to the message. If no message service is needed, the call is transferred to the ACD queue port to wait for the available agent of the target split. The call waiting in the ACD queue port goes to IVR port to listen to wait comfort message at every queue message interval configured per split (queue). After finishing the wait comfort service, the call returns to the ACD queue port. When an agent becomes available in the target split, the call is transferred to the agent port (idle extension port). By Definition, the call which isn t sent to the ACD queue port for agent request is called IVR call. The call which is sent to the ACD queue port is called ACD call wherever the call is disconnected (e.g. call disconnected at IVR port while listening the wait comfort message is classified as ACD call ). The callback request call is classified ACD call since the callback request is submitted to each corresponding ACD split. Table 2 describes all routing combinations available on trunk ports. If the IVR is not used with ACD, only the first four routing rules will be available. Routing Description CLI If caller s number is found in the CLI routing list, route the call to the target split. Otherwise, route the call to the default split. When the CLI routing is applied, if the message ID is available the call is routed to RAD or IVR to play the welcome massage before routed to the target split. DID If DID number is found in the DID routing list, route the call to the target split. Otherwise, route the call to the default split. When the DID routing is applied, if the message ID is available the call is routed to RAD or IVR to play the welcome massage before routed to the target split. CLI DID If caller s number is found in the CLI routing list, route the call to the target split. Otherwise, check the DID routing list. If DID number is found in the DID routing ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 10

list, route the call to the target split. If neither CLI routing nor DID routing is available, route the call to the default split DID CLI If DID number is found in the DID routing list, route the call to the target split. Otherwise, check the CLI routing list. If CLI number is found in the CLI routing list, route the call to the target split. If neither DID routing nor CLI routing is available, route the call to the default split IVR Route the call to IVR. When the IVR self menu is completed, the call is routed back to the ACD split depending on the service code which is determined by the DTMF input, or routed back to the specific agent number. If no service code (or agent number) is available or valid, the call is routed to the default ACD split. CLI IVR DID IVR CLI DID IVR Apply the CLI routing. If CLI routing is not available, apply IVR routing. Apply the DID routing. If DID routing is not available, apply IVR routing. Apply the CLI routing. If CLI is not available, apply DID routing. If DID routing is not available also, apply IVR routing. DID CLI IVR Apply the DID routing. If DID is not available, apply CLI routing. If CLI routing is not available also, apply IVR routing. [Table 2] Basic Routing Combinations Figure 2 illustrates the call flow between ACD Server, RAD and Agent. When a new call arrives, Server searches for the CLI/DID routing. If matching CLI/DID routing with day/date/time is found, the call is routed to the specified split. If no CLI/DID routing is found, the call is routed to the system default split. In case of CLI/DID routing, if message id is configured, the call is sent to RAD to play the corresponding greet message before being sent to target split (ACD queue port). The call waits in the target split queue until being routed to most appropriate agent. If no available agent is found during overflow threshold time, the call is overflowed to other split or phone number. While the call is waiting in the split queue, RAD plays wait comfort message at every queue message interval. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 11

[Figure 2] ACD/RAD Call Flow Figure 3 illustrates the call flow between ACD Server, IVR and Agent. When a new call arrives at ACD gateway port, if IVR routing is configured, the call is routed the IVR. In the IVR, the target split is determined based on the caller s input via DTMF digits. Integrated with customer DB, the caller s personal information such as customer ID, customer level, and customer type is searched, authorized and transferred to the Agent program. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 12

[Figure 3] ACD/IVR Call Flow (not up-to-date) 1.2.1 Server In addition to call routing, Server provides two management features System Configuration and Process Manager. System Configuration provides the following features License management allows the user browse and update the current license Server Configuration allows the user to change Link IP, SQL IP, SQL login ID and password, and language. Monitoring allows the user to monitor the run time status of ports, queues, logged-in agents and splits. Data Archiving allows the user to set the scheduled log removal, packing the individual call log, individual call log removal and the Wallboard reset. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 13

[Figure 4] System Configuration Data Archiving The Process Manager allows the user to start, stop the ACD Server processes. [Figure 5] Process Manager ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 14

1.2.2 Supervisor The ACD Supervisor allows the user to configure and administer the ACD Server. Call routing o Routing by CLI/DID/IVR o Routing by Day/Date/Time o Call overflowing o Skill-based routing o VIP routing System configuration and management through web o Ports o IVR Server Call center management through web o IVR Service Codes o Completion Codes o Split management: create/edit/delete, agent assignment Centralized agent management o Agent status monitoring o Messaging o Forced-status management o Blending (2009 1Q) o Callback/Abandoned call distribution o Multi-split login (max 8) o Phone-only agent o Customizable break type Activity monitoring: Server, Supervisor, and agents ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 15

[Figure 6] Supervisor Table 3 provides the short description of each Supervisor menu. System Configuration Menu Server Connection Port Assignments Add/Edit/Delete IVR Server Description Add/Edit/Delete Port ACD Gateway where the call to switch is bypassed to ACD Server ACD Queue where the wait calls stay Agent Station which is for agent extension Central Office Trunks: Set basic routing rules RAD/IVR Supervisor Accounts Accounts: Supervisor/Wallboard login account management Permissions: Supervisor menus per administrator level Password: Change default Supervisor account ( admin ) password Admin Levels: admin level description ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 16

System Options Call Center Auto Answer Timer Date Routing Default Split Call Recorder: IP address or DNS name of IVR Call Recorder Queue Message Setup VIP Service Level Protection: Access authorization password for License Information and Application Settings pages License Information: Display the current license information Application Settings: IP settings and data archiving options ACD Configuration Agent Configuration Call Routing Supervisor Control Live Monitoring Complete Codes Division Definition Group Definition Split Definition IVR Assignments Assign Completion Codes Agent Configuration Phone-Only Agent Configuration Assign Agent Splits Agent Permissions IVR Routing Schedule CLI/DID Routing Skill-based Routing Messaging Callback List Abandoned Call List Completion Code History Supervisor Work History System Overview Agent Monitoring Add/Edit/Delete Completion Code Add/Edit/Delete Division Add/Edit/Delete Group Add/Edit/Delete Split Add/Edit/Delete IVR Service Code Assign completion code to split Add/Edit/Delete ACD Agent Add/Edit/Delete Phone-only ACD Agent Multi-split login assignment (up to eight) By Split: Assign agent to splits By Agent: Assign splits to agent Skill Levels: skill level description Agent application permission per agent security level IVR routing by Day/Date/Time CLI/DID routing by Day/Date/Time RAD/IVR Message ID option per CLI/DID Skill-based routing setting per split Sending messages to logged-in agent Assign callback list to agent Assign abandoned call list to agent Viewing completion code record Viewing supervisor activity history Real time Server monitoring Real time agent monitoring and forced status change [Table 3] Menus of Supervisor ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 17

1.2.3 Reporting Server/Split/Agent summary by day/hour Wait time distribution Talk time details Agent performance Dialed number history Call tracking Overflow tracking Lost call history Exporting to Excel [Figure 7] Reporting ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 18

Table 4 describes each Reporting menu. Server Split Agent Tracking Menu IVR Summary ACD Summary Split Summary Answered Wait Calls Abandoned Wait Calls Talk Time Details Agent Summary Agent Utilization Agent Login/Logout Dialed Number Call Tracking Overflow Tracking Lost Call Description Summarized report of IVR calls Summarized report of ACD calls Summarized report of calls to each split Wait time distribution of answered calls Wait time distribution of abandoned calls Talk time details of split Summarized report of each agent s call Agent s work time distribution Agent s log in/out history Agent s dialing history Cradle-to-Grave call tracking Overflow history from split to destination (split or phone) Abandoned call details [Table 4] Menus of Reporting 1.2.4 Wallboard The Wallboard provides real-time call center monitoring. (See Figure 5) Server/Split/Agent activity monitoring o Call statistics per call type o Agent Efficiency Unlimited # views and max 24 items per view (view: a set of monitoring item) Alarming color and log Messaging Programmable data refresh interval ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 19

[Figure 8] Wallboard 1.2.5 Agent Popup window with customer information on call arrival Convenient call control o Answer/Hold/Transfer/Conference o DND/Auto Answer/Completion Code Conversation recording (IVR feature) Emergency assistance request Call Center activity monitoring (agent and split) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 20

[Figure 9] Agent Caller Information Window [Figure 7] RAD [Figure 10] Agent Main Window 1.2.6 RAD The RAD is a light-weight IVR which provides the minimal functionalities required for playing greeting messages per CLI/DID identified by MSG ID and wait comfort messages identified by QUE ID. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 21

1.3 General Specification [Figure 11] RAD Language: English OfficeServ: 500, 7200 and 7400 (MP V4.21 or above) DB: SQL Server/Express Operating System: Windows NT, XP, 2003 Server, Vista Required SW:.NET Framework 2.0, OfficeServ Link V3.0.0.3, OfficeServ IVR V1.5.1 1.4 License Policy Server o # Switches (2009-2010) o Outbound Campaign (2009-2010) # Concurrent users of Supervisor # Concurrent users of Agent o Phone Book Plug-in # Concurrent users of Wallboard # Concurrent users of Reporting Voice Message Device: NONE, RAD, or IVR #IVR ports Email for universal queue (2009) 1.5 Organization This document is organized as the following. Chapter 2. Preparation Chapter 3. Installation Chapter 4. ACD Server Chapter 5. ACD RAD Chapter 6. ACD Agent Chapter 7. ACD Wallboard Chapter 8. ACD Reporting Chapter 9. Trouble Shooting ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 22

2. Preparation To run the ACD/IVR, please check the following - NO FWD setting for following are the MMC checklist for setting multiple MGI cards. 2.1 OfficeServ MMC Note: The MCP Version should be V4.21C or above. MMC 841 (v4.30: 860) Description Set feature license From SIP STACK ALLOW, set # SIP trunk and # IVR/UMS ports 857 Assign virtual slot to IVR/UMS (usually C4:S9) (v4.30: SIP APPL) 225 For each IVR/UMS ports, set the type (IVR or UMS) Note: IVR port number should be greater than UMS port number 820 Set unique Link ID 206 Barge-in type // for call recording NO BARGE-IN WITH (or WITHOUT) TONE 501 Set the recall time #71 Recall Wait Time: ringing time at source after recall before transferred to default operator group #77 Transfer recall time: ringing time at destination before recall 724 Check the numbering plan Trunk number Station number Virtual extension number IVR/UMS number 601 Station group setting for ACD G/W, Queue and IVR(UMS) Set 5001 for ACD G/W Ring Type: DISTRIBUTED Next Port: 5039 Assign members with virtual extension numbers obtained from MMC 724 Max simultaneous new calls + 5 Set 5002 for ACD Queue Ring Type: DISTRIBUTED Assign members with virtual extension numbers obtained from MMC 724 Set 5039 for IVR TYPE: BI-VMS Ring Type: DISTRIBUTED Assign members with IP-UMS numbers obtained from MMC 724 701 COS Content (01) - Usable Feature and set 19 EXT FWD YES ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 23

23 FORWARD YES 37 OUT TRSF YES 38 OVERRIDE YES 55 SECURE NO 66 VM REC YES 68 VMS REC YES 830 Set System IP ADDR Set MCP IP address Set MCP G/W IP address Set the CTI Server IP (OfficeServ Link IP) Set IP-IVR Server IP 831 Set MGI IP address Set MGI G/W IP Address. 835 MGI DSP Option Address DTMF Type OUTBAND Note G.723 is not supported in IVR 102 No FWD setting for Agent station (No FOLLOW ME) 207 Set ACD G/W, Queue Ports to Normal Port (NO VMAA Port ) 722 For agent station, set one call button (no incoming call is allowed while the agent is busy) [Table 5] MMC for Single-Switch ACD/IVR Check also MMC 722 call button MMC 805 program version (818 program upgrade) MMC 812 country code MMC 430 port status MMC 323 MMC 430 MMC 714 The following are the MMC checklist for setting multiple MGI cards. MMC Description 601 Register all UMS Dial No. (e.g. 8651-8666) to a station group (e.g. 5039) with BI-VMS type 615 Add all MGI Dial No. (e.g. 3801-3816) to every item in MMC 615 sub-menu USER 724 Register MGI Dial No. (e.g. 3801-3816) and UMS Dial No. (e.g. 8651-8666) 806 Check if the switch recognizes all MGI cards 831 Check the IP addresses of all MGI cards 835 Check the MGI DSP option CODEC = G.729-20ms [Table 6] MMC for Multiple MGI Cards ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 24

2.2 Microsoft SQL Server or Express Note: You can skip this section if MS SQL is already running on your system. This section will describe how to install, configure and run the MS SQL Express 2005. (1) Download and install SQL Express 2. To download, visit http://www.microsoft.com/downloads/details.aspx?familyid=220549b5-0b07-4448-8848-dcc397514b41&displaylang=en (2) During SQL installation, set the Authentication Mode to SQL Server and Windows Authentication. (3) Allow remote connection For more information, visit http://support.microsoft.com/default.aspx?scid=kb;en- US;914277 (4) From SQL Server Configuration Manager, set the Start Mode of Server to Automatic. 2.3.Net Framework If.Net Framework is installed before IIS then run aspnet_iisreg.exe which is located in the Framework directory under the Windows OS directory, C:\WINNT\Microsoft.NET\FRAMEework\v1.1.4322\aspnet_iisreg.exe i 2 MS SQL Express requires.net Framework 2.0 ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 25

2.4 OfficeServ Link [Figure 12] OfficeServ Link (1) From OfficeServ Link V3 Configuration, add or edit the switch information ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 26

(2) From OfficeServ Link Configure User, add ACD Server ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 27

(3) From OfficeServ Link V3 Option, check the option for automatic switch connection and running as Service. (4) Start OfficeServ Link Note: OfficeServ Link should be running before starting the ACD Server. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 28

3. Installation ACD installation package consists of three setup files 1. ACD Server with Supervisor, Reporting and RAD 2. ACD Wallboard 3. ACD Agent The ACD License is entered during Server installation. If the license is eligible with RAD, the server setup installs the RAD. Otherwise, the RAD is not installed along. Wallboard and Agent installation doesn t check the license. Whereas, during the run time, the their connection to Server is checked against the number of liable concurrent connections in the license. 3.1 ACD Server/Supervisor/Reporting/RAD (1) From ACD folder, double click setup.exe (2) Click Next ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 29

(3) Agree with User License Agreement and click Next (4) Enter license key and click Next ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 30

(5) Check the license key information and click Next Note: The RAD is installed with the Server if the license is RAD-eligible License information is displayed. Click Next. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 31

(6) Enter DB instance, login ID (sa or sa privilege account), and password. Click Next. For SQL Express, the instance name should be SQLEXPRESS. (7) Choose ACD installation folder and click Next ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 32

(8) Wait while the ACD is configuring (9) Click YES to create the ACD DB. To keep the existing ACD DB or not to recreate the ACD DB, click No. Note: Click YES on the first ACD V3.1 installation. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 33

(10) Click Finish to complete the installation ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 34

3.2 ACD Wallboard (1) From the ACD setup folder, double click the ACD31_Wallboard.exe (2) Choose the setup language and click OK. (3) Click Next. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 35

(4) Agree with User License Agreement and click Next (5) Choose Wallboard installation folder and click Next ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 36

(6) Wait while the ACD Wallboard is configuring (7) Click Finish to complete the installation ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 37

3.3 ACD Agent (1) From the ACD setup folder, double click the ACD31_Agent.exe (2) Choose the setup language and click OK. (3) Click Next. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 38

(4) Agree with User License Agreement and click Next (5) Enter Server IP, Agent ID, and Agent Station. Click Next. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 39

(6) Check option the Modifiable ACD server IP and station number to allow the agent to modify ACD Server IP and station number. Click Next (7) Choose Agent installation folder and click Next ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 40

(8) Click Finish to complete the installation ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 41

4. ACD Server 4.1 Configuration via System Configuration To run the ACD System Configuration, click the right-click menu on the ACD Server icon. 4.1.1 License Information The License Settings window allows the user to do the following activities Browse the license information Update the license key To update the license key, enter the new license and press the Update button. The password window is prompted to authorize the access (default password: acdadmin). ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 42

Supervisor Equivalent: System Options > License Information (Browsing only) 4.1.2 Server Configuration Server Configuration allows the user to modify the following ACD Server settings ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 43

OfficeServ Link IP ACD Server IP SQL Server IP SQL login information: SQL instance, login language After modifying the settings, press the Save button. Supervisor Equivalent: System Options > Application Settings 4.1.3 Data Archiving ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 44

The Data Archiving window allows the user to schedule the call log data archiving/removal and wallboard data reset. Debugging log removal interval Summary call data archiving Daily reset time for Wallboard After modifying the settings, press the Save button. Supervisor Equivalent: System Options > Application Settings 4.2 System Configuration via Supervisor To run the Supervisor, from the program menu or desktop, start the ACD Supervisor. Enter login ID and password (default: admin/4321). ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 45

This section describes the ACD Supervisor configuration based on the IVR license. The Supervisor configuration with RAD license is presented in chapter 5.1. 4.2.1 Server Connections Register the IVR server. 4.2.2 Port Assignments Register the port numbers ACD Gateway (MMC 601) ACD Queue Group (MMC 601) Agent Station Central Office Trunks with Routing Options (CLI, DID, IVR) IVR Ports (MMC 724 UMS Dial Number) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 46

4.2.3 Supervisor Accounts Configure the login accounts for Supervisor, Reporting and Wallboard. The Supervisor and Reporting share the same login account. By default, admin account is created with Supervisor. For each Supervisor account, there are four levels. The permission per supervisor level is set in the Permission tab. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 47

Modify the password of current logged-in Supervisor account in the Password tab. Modify the Supervisor account s level description in the Admin Levels tab. 4.2.4 System Options ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 48

System Option page allows the user to configure the ACD system-wide parameters as the following. Abandon Threshold: A call which is disconnected by caller after waiting more than abandoned threshold is counted as abandoned call Ring Time before Auto Answer: Ring time before the agent program automatically answers the call (unit: msec) Default Split: default call routing destination which is used when no destination split is available Call Recorder: IVR Call Recorder s IP address or DNS name. When the recording button is pressed at the Agent program, the conversation recording starts. Queue Message Setup o Overflow Destination [Phone number or Split]: the overflow target of RAD/IVR call in case when the call waits in the RAD/IVR queue for more than Max Queue Time o Max Queue Time: how long the RAD/IVR call will be waiting in the RAD/IVR Queue when no RAD/IVR port is available o Priority [Greeting Message or Queue Message]: When a RAD/IVR call becomes available, which type call (call waiting for greet message vs. call waiting for wait comfort message) will have the priority. Non-Trunk Routing: Routing rule for calls which are not bypassed through trunk ports Supervisor Number: The emergency contact number used in the Agent program. When the emergency button is pressed, the Agent automatically dials at this number. VIP Level: Any call received from IVR with customer level which is greater than or equal to this VIP level is considered as VIP call in the ACD. For example, if the VIP level is set to 2, the call with customer level 1 or 2 is VIP call. The VIP call is routed to the agent who is allowed to serve the VIP call. Refer to Agent Configurations for agent options. 4.2.5 Completion Codes Completion code is recorded for each ACD call in Agent program. This page allows the user to register the completion codes. The completion codes are managed in two levels: completion code ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 49

and minor completion code. Note: Completion Code ID is automatically generated by the system 4.3 ACD Configuration via Supervisor 4.3.1 Division Definitions A split is a pool of like-skill or like-level agents. Group ACD Group is a pool of splits. Division is a pool of Groups. This page allows the user to create/modify/delete divisions Note: Division ID is automatically generated by the system. 4.3.2 Group Definitions This page allows the user to create/modify/delete groups. Note: Group ID is automatically generated by the system. 4.3.3 Split Definitions This page allows the user to create/modify/delete splits. Usable: usability Split type: Inbound or Outbound. (Default: Inbound) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 50

Queue After: caller s wait time in the split queue before going to the RAD/IVR to hear the wait comfort message Wrap-up Time: wrap-up time for agent primarily logged on to this split Use Completion Code: Yes or No (Default: Yes) Allow Overflows: usability of call overflow feature. Overflow target is either the other split or phone number. (Default: No Overflow) Note: Split ID is automatically generated by the Server Note: Outbound split is not available 4.3.4 IVR Assignments This page allows the user to create/modify/delete IVR Service Codes. When the caller enters DTMF input during IVR service, IVR determines the service code based on the DTMF input and transfers the call to ACD with the service code if agent service is requested. The call received from IVR is routed to the split which is associated with the service code. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 51

Note: Service Code ID is automatically generated by the system. 4.3.5 Assign Completion Codes This page allows the user to assign the completion codes to each split. Note: Completion codes should be created in the Completion Codes page prior to assignment 4.4 Agent Configuration via Supervisor 4.4.1 Agent Configuration This page allows the user to create/modify/delete agent to serve the calls routed to ACD splits. Usable: usability of agent Security level: there are nine security levels which determine the menus and features allowed to each agent in the Agent program. Agent permissions per security level are set in Agent Permissions page. ID: Agent ID which is used in Agent program for login Handles: whether to allow the agent to handle the blended calls or VIP calls. No-Answer: the status of Agent program in case the agent doesn t answer the call Split: log-in split. Note: Agent ID cannot be modified Note: Agent can logon to maximum eight splits. The Agent Configuration page sets the primary split only. The multi-split assignment is configured in Assign Agent Splits page. 4.4.2 Phone-only Agent Configuration This page allows the user to create/modify/delete agent who serves the ACD call without PC ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 52

(Agent program). In addition to the basic information described in section 4.4.1, it requires station number for each agent. 4.4.3 Assign Agent Splits This page allows the user to assign the agents to multiple splits (max eight splits). 4.4.4 Agent Permissions The menus and features allowed in the Agent program can be configured per agent depending on the security level set in the Agent Configuration page. Auto Answer: Whether to allow the agent to toggle on/off the Auto Answer option Auto Answer Delay: Whether to allow the agent to extend ring time before automatic answer Wrap-up Auto-End: Whether to allow automatic wrap-up end t Extend Wrap-up: Whether to allow the agent to extend wrap-up time before automatic ending No Answer Action: Whether to allow the agent to change the status after no answer to incoming call DND (Do-Not-Disturb): Whether to allow the agent to toggle on/off the DND option Split Login: Whether to allow the agent to choose split(s) to login and reassign split priority Server Address: Whether to allow the agent to change Server IP address Login ID: Whether to allow the agent to change login ID Agent Station: Whether to allow the agent to change station number Assign Completion Code: Whether to allow the agent to assign completion code for ACD inbound call Cancel Completion Code: Whether to allow the agent to cancel completion code for ACD inbound call ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 53

4.5 Call Routing Configuration via Supervisor This page allows the user to configure the multi-split logon of each agent by split or by agent. 4.5.1 IVR Routing Schedule This page allows the user to configure the scheduled IVR routing per IVR service code. If not configured, IVR service routing configured in IVR Assignments page is applied all day long. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 54

4.5.2 DID/CLI Routing This page allows the user to configure the scheduled DID or CLI routing. For each DID or CLI number, if Message ID field is checked, the greeting message is played before routing the call to the target split. The IVR should be configured accordingly with the corresponding message ID (MS00-MS99) in the Split Call control. Refer to the IVR V1.5 Quick Guide for scenario creation. 4.5.3 Skill-Based Routing This page allows the user to configure the skill-based routing per split. Given skill range specified by Search First and Search Last, server search for any idle agent in the range. If no idle agent is found within Search Time, the call is routed to other idle agent. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 55

4.6 Running ACD Server From the right click menu of ACD Server, click Process Manager. ACD Server consists of several processes with different functions. There are several methods to start/stop the ACD Server processes. 1. Turn off the Windows Fire Wall to allow the Agent and Wallboartd to access the Server 2. To enable automatic starting of ACD Server processes, check the checkbox Auto. On checking Auto, the ACD Server processes start to run. By default, Auto option is checked. 3. To start the individual ACD process, click Start from the right-click menu on each process. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 56

4. To start all ACD Server processes, click the menu Execute > Start all. Note: If press Start All while Server is running, it restarts the Server ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 57

5. To stop all ACD Server processes, click the menu Execute > Stop all or click the menu Exit OfficeServ ACD Server from the right-click menu. 6. To stop/start the ACD Server Service, open Control Panel > Administrative Tools > Services. Double click OfficeServ ACD Server and press Stop or Start button. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 58

4.7 Monitoring ACD Server To monitor ACD Server, click Monitor System menu. 4.7.1 Split It displays the splits currently configured in the ACD DB. Any modification with split is instantly effective without restarting the ACD Server. Please refer to the ACD User s Guide for more information about each field of split status. Note: The ACD Server should be running to run the Monitors. 4.7.2 Agent It displays the agents currently logged on to the ACD. Please refer to the ACD User s Guide for more information about each field of agent status. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 59

4.7.3 Port It displays the ports currently configured for the ACD purpose. With any modification with port configuration, the Server should be restarted to make the change effective. Please refer to the ACD User s Guide for more information about each field of port status. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 60

4.7.4 Queue It displays the calls currently waiting in the ACD queue for agent service. Each queued call can be deleted with Delete Call button. Please refer to the ACD User s Guide for more information about each field of queued call status. 4.8 Upgrading ACD Server There are two ways to upgrade the ACD Server. One is using the installation setup and the other is using the Server patch (exe and dll files). 4.8.1 With Installation Setup To upgrade the ACD Server with the installation setup, please take the following steps 1. Log out from ACD Agent 2. From Add or Remove Programs of Windows Control Panel, remove ACD Server 3. Install the ACD Server without deleting the ACD DB 4. Log on to ACD Agent 4.8.2 With Server Patch To upgrade the ACD Server with the installation setup, please take the following steps ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 61

1. Log out from ACD Agent 2. Uncheck Auto of ACD Server Process Manager (if checked) and stop ACD Processes 3. From Service list of Windows Control Panel, stop the OfficeServ ACD Server service 4. Copy patch files in the folder %ACD Server HOME%\bin 5. From Service list of Windows Control Panel, start the ACD Server service 6. Check Auto of ACD Server Process Manager (optional) and start ACD Processes 7. Log on to ACD Agent ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 62

5. ACD RAD 5.1 Configuring Supervisor 5.1.1 Port Assignments Register the RAD ports in the Port Assignments page of Supervisor Note: The ACD Server should be running to run the Monitors. 5.1.2 ACD Split Definition Create the splits. For each split, set the Queue After time which is elapsed time in ACD Queue before routing the call to RAD to play the wait comfort message. 5.1.3 System Options ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 63

Set the following system options. Default Split: default call routing destination which is used when no destination split is available Queue Message Setup o Overflow Destination [Phone number or Split]: the overflow target of RAD/IVR call in case when the call waits in the RAD/IVR queue for more than Max Queue Time o Max Queue Time: how long the RAD/IVR call will be waiting in the RAD/IVR Queue if no RAD/IVR ports are available o Priority [Greeting Msg or Queue Msg]: When a RAD/IVR call becomes available, which type RAD/IVR call will have the priority. 5.1.4 DID/CLI Routing For each DID/CLI routing number, set the following Destination split Effective Period Message ID which is used in RAD/IVR to determine the greeting message to play before routing the destination split 5.2 Configuring RAD From the Programs menu or desktop icon, start the ACD RAD. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 64

5.2.1 RAD Setting From the Settings menu, configure the RAD as the following: From Settings > RAD, configure the following o ACD Server IP o Voice Message File Folder Note: Voice Message File folder should be set properly before running Settings > Prompt. 5.2.2 Switch Setting From Settings > Switch, configure the switch connection. MCP IP (MMC 830) Link ID (MMC 820) Availability Note: Only one switch can be added. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 65

5.2.3 Logging Option Setting From Settings > Log, configure the logging option. Log level (0: NONE, 5: HIGH) Log file size (5 or 10 MB) Log file removal interval (1-48 hours) Log file folder ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 66

5.2.4 Prompt From Settings > Prompt, configure the voice messages. Message ID or Queue (Split) ID Voice message file (WAV or MP3) 5.3 Running RAD If you finished the configuration of both Supervisor and RAD, you are ready to run the RAD. To run the ACD RAD, press Start button or click the menu Execute > Start. The connection status changes from LINK: STOPPED to LINK: CONNECTING. Note: ACD Server should be running to start the RAD. Otherwise, the error message prompts. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 67

If the connection is successful, the RAD status changes to LINK: ALIVE. Otherwise, the status changes to LINK: FAILED. If connection fails, check the settings of OfficeServ MMC or RAD. (See Trouble Shooting chapter for more information) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 68

6. ACD Agent Agent program consists of multiple windows Main Window menus, call control, agent status, elapsed time of current status, phone status Split Window Currently assigned splits Favorite Window most frequently used agent/split/phone number Message Window message from supervisor, callback/abandoned call counter Split Stat Window split s statistics (up to 7 items) Agent Stat Window agent s statistics (up to 8 items) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 69

6.1 Main Window Main Window allows the user to control the agent calls, configure the environment settings, and open/close other views. Table 7 illustrates the menus of Main Window Menu Description File View Agent Control Call Control Options Exit Split Window Favorite Window Message Ticker Window Split Stat Window Agent Stat Window Always On Top Log In/Out Set Break Toggle Wrap-up Change Password Dial Answer Disconnect Redial Hold Transfer Conference Do Not Disturb Auto Answer Configuration Exit the program Open/Close Split Window Open/Close Favorite Window Open/Close Message Ticker Window Open/Close Split Stat Window Open/Close Agent Stat Window Display Agent program always on the top Log in/out Set the agent s status to Break End or extend wrap-up mode Change agent s login password Make a call Answer an incoming call Disconnect the current on-going call Redial Hold the current on-going call Transfer Conference Set Do Not Disturb Set Automatic Answer Help About ACD Agent Version and Date of Agent program [Table 7] Menus of Agent 6.1.1 Options The user configures the Agent program in the Options menu. It provides six tabs. The CIM tab allows the user to integrate the Agent program with 3 rd party phonebook program such as MS Outlook TM, GoldMine TM and ACT TM. CIM tab is provided only when Phonebook is eligible by license.. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 70

(1) General Tab allows the user configure the ACD Server IP, language and login options. (2) Screen Pop tab allows the user to set the Caller Information Popup options (3) Split Stat tab allows the user to choose split statistics items to display in the Split Stat Window. It is enabled after logging in. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 71

(4) Agent Stat tab allows the user to choose agent statistics items to display in the Agent Stat Window. It is enabled after logging in. (5) Hotkeys tab allows the user to set shortcut keys that can be used to access commonly used functions. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 72

(6) If the Phonebook Plug-in license is eligible, the CIM tab is displayed. Integrating Agent with 3 rd party phone book program is presented in Section 6.7. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 73

6.1.2 Toolbar Table 8 illustrates the toolbar buttons of Agent Main Window. Icon Description Misc. Login Cannot login while agent phone is ringing Logout Set agent status from Break to Idle Available only in break status Set agent status from Idle to Break Available only in idle status End or extend wrap-up time Press right-click button Record current call Available only in busy status Call to Supervisor Supervisor number is configured in System Option of ACD Supervisor Make Call Answer incoming call Disconnect the current call Hold and Retrieve the current call Transfer (to Split, Agent or phone number) Conference [Table 8] Toolbar of Agent 6.1.3 Status Bar The Status bar displays the following Agent status with elapsed time Phone status Call status ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 74

DND option Auto Answer option 6.2 Split Window Split Window allows the user to browse the splits where the agent is logged-in. For each status (logged in or not) split, skill level and priority information is displayed in the right pane. If permitted by Agent Permission page of Supervisor, the agent can log in/out from individual split and change the priority of each split. On selecting each split in Break status, open right-click menu. 6.3 Favorite Window Favorite Window allows the user to add frequently used split/agent/phone number, view the agent status and dial/transfer/conference with right-click button. To add a new favorite, press right click button from Add New icon in the Favorite Window. 6.4 Message Ticker Window Message Ticker window displays the messages received from Supervisor or Wallboard and allows the user to process callback/abandoned calls. 6.5 Split Stat Window Split Stat window displays the real-time statistics of splits where the agent is logged-in. Prior to opening the Split Stat Window, the split statistics items should be selected from Split Stats tab of Option menu. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 75

6.6 Agent Stat Window Agent Stat window displays the real-time statistics of agent. Prior to opening the Agent Stat Window, the agent statistics items should be selected from Agent Stats tab of Option menu. 6.7 Phonebook Integration The Agent can be integrated with 3 rd party CIM (Customer Information Management) program such as Outlook, GoldMine and ACT. Linked with Agent, the CIM program does Display the customer information when a new call arrives Allow the user to make a call Initially, the CIM field of CIM tab in Option Window is set to NONE. 6.7.1 MS Outlook This section describes how to use the Microsoft Outlook TM with the Agent. Configuration To link Agent with Outlook, set the CIM field of CIM tab in Option menu to Outlook. 1. Set the CIM field of General tab to Outlook. 2. Launch the Outlook. 3. Log in to the Agent Incoming Call When a call arrives to the Agent, the caller information is displayed in the Outlook.. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 76

Outgoing Call From the Outlook, the user can make a new call. If Outlook is integrated with Agent successfully, the toolbar is displayed as illustrated below. ] 1. If the toolbar is now shown in the Outlook, from Tools Options Other Advanced Options - COM Add-Ins, select OutlookAddin.dll under CMT program file folder. 2. Run the Outlook and select Contacts tab. 3. Select the phone number to dial 4. The customer name is displayed in the toolbox. If click the field, the customer s phone number is displayed ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 77

5. Select the number and click button to dial. At the same time, the Agent displays Outgoing with dialed number. 6. To disconnect the call, press button. 7. To leave the call record in the Outlook, press button. 6.7.2 GoldMine This section describes how to use the GoldMine linked with the Agent. Configuration To link the CMT with the GoldMine, select the menu Tool Options. 4. Set the CIM field of CIM tab in Option menu to GoldMine 5. Enter ID, Password, INI file path and executable file path ID Password: Enter the ID of GoldMine Password: Enter the Password of GoldMine INI: Using upper Browse button, open the GM.ini file under the GoldMine installation folder, and get the path to RealINI. Enter that path in the INI field. EXE: Using lower Browse button, enter the path to the execution file under the GoldMine installation folder. For instance, C:\Program Files\GoldMine\gmw6.exe ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 78

6. Log on to the Agent Incoming Call On new call arrival, the caller s information is displayed in the GoldMine. 1. The GoldMine Popup window displays the call notification window with basic caller s information if there is the caller s data stored. 2. If click [Open] or [Goto] button, the caller s information is displayed. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 79

Outgoing Call From the GoldMine Phone Field, the user can make a call. 1. Run the GoldMine. 2. Select Contact Dial Phone Dial Phone 1 to make a call to the number in the Phone 1 Field. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 80

6.7.3 ACT This section describes how to use ACT TM linked with the Agent. Configuration To link the CMT with the CIM, select the menu Tool Options. 1. Set the CIM field of CIM tab in Option menu to ACT. 2. Launch the ACT. 3. Log on to the Agent Incoming Call On new call arrival, the caller information is displayed in the ACT information if there is caller s data stored.. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 81

Outgoing Call From the ACT Phone Field, the user can make calls. 1. Run the ACT. 2. Put the cursor on Phone Field and press 에. At the same time, Agent displays Outgoing with dialed number 3. To disconnect the call, press ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 82

7. ACD Wallboard 7.1 Statistics This section describes the definitions of statistics displayed in the Wallboard. 7.1.1 Server Statistics Table 9 describes the definitions of server statistics. TYPE ITEM DESCRIPTION INBOUND OUTBOUND IVR ACD Non-ACD Non-ACD Total Equals to Normal + Abandoned + Transfer to Phone Normal Simple IVR service call SendData-Normal control is required Abandoned Disconnected by caller during IVR service Transfer to Phone Transferred to a specific phone number after IVR service Total Equals to Agent Request + Transfer to Phone + Callback Agent Request Equals to Answered + Abandoned Transfer to Phone Transferred to a specific phone number from IVR after requesting agent service Callback Sum (callback of each split) Answered Answered call among agent request calls Abandoned Abandoned call among agent request calls. Disconnected call during wait comfort message included. Answered Transfer Answered call at the transfer destination Abandoned Transfer Abandoned call at the transfer destination Overflow Sum (overflow of each split) Talk Time Talk time of ACD Inbound calls TOTAL Equals to Internal Answered + External Answered Internal Answered Internal Non-ACD incoming calls External Answered External Non-ACD incoming calls Talk Time Talk time of Non-ACD Inbound calls TOTAL Equals to Internal Connected + External Connected Internal Connected External Connected Talk Time ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 83

AGENT EFFICIENCY Registered Agents Logged-in Agents Idle Agents Busy Agents Wrap-up Agents Break Agents Agents per Break Type IVR Wait Calls Current Longest Wait Time ACD Wait Calls Today s Longest Wait Time Average Wait Time Answer Ratio Service Level [Table 9] Server Statistics 7.1.2 Split Statistics Table 10 describes the definitions of split statistics TYPE ITEM Description ACD INBOUND AGENT Total Agent Request Transfer to Phone Callback Answered Abandoned Answered Transfer Abandoned Transfer Overflow In Overflow Out Registered Agents Logged-in Agents Idle Agents Total number of incoming calls to the split Equals to Agent Request + Transfer to Phone + Callback Transferred to a specific phone number after requesting ACD agent service Callback request to the split Answered calls among agent requests Abandoned calls among agent requests Answered, split transferred-in calls Abandoned, split transferred-in calls Overflowed in calls to the split Overflowed out calls from the split ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 84

EFFICIENCY Busy Agents Wrap-up Agents Break Agents Agents per Break Type Availability Wait Calls Longest Wait Time Average Wait Time Answer Ratio Service Level Ratio of work hour against total logged-in time ((Logged_in time Break Time)/Logged_in time)*100 # wait calls in the split queue Longest wait time of the split Average wait time of the split Answered call ratio among all agent requested calls Ratio of answered calls in service objective time [Table 10] Split Statistics 7.1.3 Agent Statistics Table 11 describes the definitions of agent statistics TYPE ITEM DESCRIPTION Answered # Answered, ACD inbound calls by the agent Unanswered # Unanswered calls by the agent INBOUND ACD Transfer-in Transfer-out Talk Time # Answered, transferred-in calls by the agent # Transferred-out calls by the agent Talk time spent in answering ACD-In calls Average Talk Time Average talk time per ACD-In call Non-ACD Calls Talk Time # Answered, non-acd inbound calls Talk time spent in non-acd inbound calls OUTBOUND Non-ACD Calls Talk Time # Connected, non-acd outbound calls Talk time spent in non-acd outbound calls EFFICIENCY Elapsed time of current status Total talk time Talk Time Equals to ACD In Talk Time + Non-ACD In Talk Time + Non-ACD Out Talk Time Average Talk Time Idle Time Wrap-up Time Average talk time per call Total idle time Total wrap-up time ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 85

Average Wrap-up Time Break Time Average wrap-up time per call Total break time [Table 11] Agent Statistics 7.2 Main Window To log on to the Wallboard, enter the ACD Server IP, login ID (created in Supervisor), and password in the Login page. In the ACD Wallboard, the item is called field and an arbitrary group of item is called View. Table 12 illustrates the menus of Main Window Menu Description File Connect Field Call Control Open Save Save As Exit Log In Log Out Language New Fields Set Refresh Time Clear Tool Bar Status Bar Message Bar Refresh Bar List Style Top Window Open stored view Save the view Save As Exit the program ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 86

Window Cascade Horizontal Vertical Arrange the views in cascade style Arrange the views in horizontal style Arrange the views in vertical style Help About ACD Agent Version and Date of Wallboard program [Table 12] Menus of Wallboard To create a new view, take the following steps 1. Click the menu New Fields, then Display Information window opens. The user can create views as long as the system resources allow. 2. In the View tab of Display Information window, select the category and field name to display in the view. There are three categories for field Server, Split, Agent. In case of Split and Agent, choose split name or agent name. Maximum 24 fields can be chosen per view. 3. In the Option tab, set the title, the number of rows and columns in the view, alarm log folder, warning color and threshold values ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 87

4. Click OK then the view is displayed. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 88

8. ACD Reporting Table 13 describes the ACD Reporting pages which generates the various reports of Call Center activities. Refer to Section 7.1 for definition of ACD Statistics. CATEGORY PAGE DESCRIPTION Summary of IVR # Total IVR calls IVR Summary # Normal IVR calls # Abandoned IVR calls # Transferred-to-phone IVR calls Server ACD Summary Summary of ACD calls (inbound and outbound) # Total ACD calls # Agent requests # Transferred-to-phone ACD calls # Callbacks # Answered ACD calls # Abandoned ACD calls # Answered Transferred ACD calls # Abandoned Transferred ACD calls # Overflows Answer ratio within service level objective (sec) Service level (%) Average wait time ACD inbound talk time #Internal answered non-acd inbound calls #External answered non-acd inbound calls Non-ACD inbound talk time # Internal connected non-acd outbound calls # External connected non-acd outbound calls Non-ACD outbound talk time Split Split Summary Summary of ACD-inbound calls to each split # Total ACD calls # Agent requests # Transferred-to-phone ACD calls # Callbacks # Answered ACD inbound calls # Abandoned ACD inbound calls # Answered Transferred ACD inbound calls # Abandoned Transferred ACD inbound calls ACD V3.1.2.0 Quick Guide (How to Install, Configure # and Overflow Run) in Page 89 # Overflow out

Agent Answered Wait Calls Abandoned Wait Calls Talk Time Details Agent Summery Answer ratio within service level objective (sec) Service level (%) Average wait time of answered calls Average wait time of abandoned calls Wait time distribution of answered ACD inbound calls # Agent Requests # Answered ACD calls # Abandoned ACD calls Answer ratio within service level objective (sec) Service level (%) # calls waited for specific period Wait time distribution of abandoned ACD inbound calls # Agent Requests # Answered ACD calls # Abandoned ACD calls Answer ratio within service level objective (sec) Service level (%) # calls waited for specific period Talk time distribution of answered ACD inbound calls # Answered ACD calls Total talk time # calls of talk time for specific period Summary of calls and time of each split # Answered calls # Unanswered calls # Answered Transferred-in ACD calls # Transferred-out calls ACD-in talk time Average ACD-in talk time per call # Internal answered non-acd inbound calls # External answered non-acd inbound calls Non-ACD in talk time # Internal connected non-acd outbound calls # External connected non-acd outbound calls Non-ACD out talk time Total talk time Average talk time per call Total idle time Total wrap-up time Total break time Availability (%): Agent Utilization Agent working hour distribution ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 90

Tracking Agent Login/Logout Dialed Number Call Tracking Logged in time Talk time Idle time Wrap-up time Break time Availability (%) Break time per type Agent s log in/out record Login time Logout time Logged in time Agent s dialing record with most frequently dialed number Destination (dialed number) Connect time Disconnect time Ring time (If ring time is 0, the call is busy failed) Talk time (If talk time is 0, the call is not connected) Cradle-to-Grave call tracking and CLI/DID tracking per split and agent Arrival time at ACD gateway CLI (caller s number) DID (caller s dialed number) Customer ID received from IVR Customer level received from IVR Call Type ACD vs. Non-ACD In vs. Out Answered vs. Abandoned Internal vs. External Agent answered Queue time Ring time Talk time Overflow Tracking Overflow history Arrival time at ACD gateway CLI (caller s number) DID (caller s dialed number) Customer ID received from IVR Customer level received from IVR Original split Delivery: Overflow destination ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 91 Queue time

Ring time Talk time Abandoned call tracking CLI (caller s number) Arrival time at ACD gateway Duration: queue time Result: Agent processing result Lost Call (New/Processing/Complete) Assign time: Time when the abandoned call is assigned to agent for processing Agent: agent who is assigned for processing the abandoned call Handle time: Time when the abandoned call is handled by agent [Table 13] Reporting Pages ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 92

9. Trouble Shooting This chapter describes how to resolve the ACD problems with configuration, settings and Web related settings. 1. Cannot open Supervisor or Reporting If the ASP.NET version of Supervisor or Reporting is set to 2.0x, add the following to the web.config file located under C:\Program Files\Samsung Electronics\OfficeServ ACD\Supervisor or Reporting. <system.web>... <pages enableeventvalidation ="false" ></pages> <! Add this line --> </system.web> How to check the version of ASP.NET 1. Open IIS Manager (click Start > Run, type inetmgr, and then click OK) 2. Open Supervisor/Reporting Properties and select ASP.NET tab (right-click Supervisor / Reporting, and click Properties) 2. Wallboard fails to connect to Server I. Check if the ACD Server is running II. III. Check if the wallboard account is created in the Supervisor > Supervisor Accounts. From Control Panel > Windows Firewall > Exception, check the checkboxes of ACD Server processes to unblock incoming network connections to ACD Server IV. From the Server configuration, check the ACD Server IP. It should not be 127.0.0.1 3. Agent fails to connect to Server I. Check if the ACD Server is running II. III. IV. Check if the agent account is created in the Supervisor > Agent Configuration Check if the agent port number is registered in the Supervisor > Port Assignments Check if the agent station is plugged in V. From Control Panel > Windows Firewall > Exception, check the checkboxes of ACD Server processes to unblock incoming network connections to ACD Server VI. VII. From the Option > Server configuration, check the ACD Server IP Check if the Agent phone is ringing or busy ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 93

4. Agent doesn t get the ACD call I. Check if the ACD Server is running II. Check if the Agent phone is configured with Call Button III. Check if the Agent phone is configured with FWD setting IV. Check if the Agent phone is configured with FOLLOW ME V. Check if the agent status shown in Server > Monitor System> Agent or Wallboard is idle 5. Call Recording through IVR Call Recorder fails I. Check the MMC 206 and 701 are set correctly (See Table 4) II. Check the MMC 601 not to configure BI-VMS, VMS-UCD other then IVR III. In the Call Center tab of System Options page of the Supervisor, check the Call Recorder IP address IV. Check if the IVR Call Recorder and Engine are running V. Check if the Network adaptor of IVR Call Recorder is properly set in the IVR System Configuration VI. In the IVR Call Recorder or IVR Supervisor, check if the agent extension is registered as a recording device 6. CLI / DID routing is not applied properly I. Delete country, or local number set in MMC. 7. The IVR/RAD Engine fails to connect to OfficeServ I. Check if the MMC setting of OfficeServ is correct. II. Check if the switch setting of IVR/RAD is correct 8. Cannot hear the voice messages from IVR/RAD I. Using the network packet capture program (e.g. Ethereal), capture the udp packets from ACD Server and check if the RTP packets are sent properly to OfficeServ. II. III. Check the availability of MGI card (e.g. Ping MGI IP) Check the licensed/registered ports are configured in the MMC properly ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 94

9. ACD call is not routed to the RAD/IVR I. Check the MMC setting illustrated in Table 4 II. In the Server Connections page of the Supervisor, check the IVR Server IP III. In the Port Assignments page of the Supervisor, check the routing rules of trunk ports IV. In the Port Assignments page of the Supervisor, check the IVR Server field of RAD/IVR Ports. V. Check if the RAD or IVR Engine is running and its status is Alive VI. Check the licensed/registered ports are configured in the MMC properly 10. Error with opening Supervisor/Reporting page I. In case of Windows Server 2003, check if the status of ASP.NET v1.xxx in IIS Web Service Extensions is 'Allowed'. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 95

II. III. IV. Check if the ACD DB 'ACDDB' is created in SQL Server Manager. If the ACD DB is not created, create the DB by executing 'create_db.sql' file located in 'C:\Program Files\Samsung Electronics\OfficeServ ACD\Supervisor\Pre_setup Check if the SQL Server/Express allows the remote connections. For more information, visit http://support.microsoft.com/default.aspx?scid=kb;en-us;914277 If.Net Framework is installed before IIS then run aspnet_iisreg.exe which is located in the Framework directory under the Windows OS directory, C:\WINNT\Microsoft.NET\FRAMEework\v1.1.4322\aspnet_iisreg.exe i 11. All ACD processes fail to start from ACD Process Manager I. In the License Information tab of ACD System Configuration, check the license key II. From Control Panel > Local Area Connection > Properties > Internet Protocol (TCP/IP) > Properties > Advanced > WINS, uncheck Disable of NetBIOS setting ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 96

12. The shmmgr process fails to start from ACD Process Manager I. From Control Panel > Administrative Tools > Data Sources (ODBC) > System DSN, check ACDDB configuration (Login ID: acduser0, PW: acddbuser0) ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 97

13. RAD cannot connect to the ACD Server I. Unblock Windows firewall to allow RAD to connect II. From Settings > RAD menu, check the ACD Server setting ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 98

14. After playing the voice message in the RAD/IVR, the call is not routed to the ACD I. Check the ACD Queue Port setting in the ACD Supervisor and RAD/IVR it should be station group number set in MMC 601 II. Check the ACD IP set in the IVR System Configuration 15. Kindly send the following (I-IV are required for all errors) to contact Samsung for help with trouble shooting I. Error description with helpful images/error messages II. ACD DB III. OfficeServ DB IV. ACD Server log located under %ACD HOME%\Server\log and Link log under %LINK HOME%\log V. If the error is related to ACD Supervisor, Reporting, Wallboard, log files under %ACD CLIENT HOME%\log VI. If the error is related to Agent, Agent log under C:\temp and %ACD AGENT HOME%\log VII. If the error is related to the RAD, increase the log level to 5 and send the log under RAD log folder set in %ACD RAD_HOME%\log VIII. If the error is related to the IVR, increase the log level to 5 and send the log under %IVR_HOME%\Engine\log. ACD V3.1.2.0 Quick Guide (How to Install, Configure and Run) Page 99