Call Center Suite. User Guide

Call Center Suite User Guide

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

Table of Contents CONTENTS PAGE Overview 1 About Call Center Suite..................................................... 1 Software Modules....................................................... 2 New Features in 3.1..................................................... 2 Call Segmentation...................................................... 3 Call Modeling.......................................................... 3 Call Filtering........................................................... 4 Call Modeling and Call Filtering............................................ 4 Support Services....................................................... 5 Using Help............................................................ 5 About This Guide.......................................................... 6 Getting Started 7 Launching the CD-ROM..................................................... 7 Using the CD-ROM Launcher................................................ 8 Installing Call Center....................................................... 8 Install Single Product.................................................... 9 Install Disksets......................................................... 9 Install Multiple Products................................................. 10 Accessing Documentation................................................. 11 CallViewer 13 Starting CallViewer........................................................ 13 CallViewer Window....................................................... 13 Titlebar.............................................................. 14 Toolbar.............................................................. 14 Buttonbar............................................................ 15 Call List.............................................................. 15 Extension Status....................................................... 15 Window Control Buttons................................................. 16 Statusline............................................................ 16 Call Control Buttons.................................................... 17 Dial List.............................................................. 18 Tooltips.............................................................. 18 Shortcut Menu........................................................ 19 Toolbar Menus........................................................ 19 CallViewer Settings....................................................... 20 Always On Top........................................................ 20 Auto Size Window..................................................... 20 Dialing Settings........................................................ 21

CONTENTS PAGE Using CallViewer......................................................... 23 Quick Connect........................................................ 23 Call List............................................................. 25 Examining Call Details.................................................. 26 Call Control Functionality................................................ 26 Creating a Hotkey........................................................ 32 Displaying a Button Macro................................................. 34 RealViewer 37 Starting RealViewer....................................................... 37 RealViewer Configuration Wizard........................................... 37 Network Settings......................................................... 39 Automatic Configuration................................................. 39 Manual Configuration................................................... 40 RealViewer Window....................................................... 41 Toolbar.............................................................. 41 Tile Area............................................................. 42 Main Menu........................................................... 42 Shortcut Menu........................................................ 42 Tiles.................................................................... 43 Calls Waiting Tile...................................................... 44 Adding a New Tile..................................................... 45 Editing a Tile......................................................... 46 Removing a Tile....................................................... 46 Zooming Tiles......................................................... 47 Cut, Copy, and Paste................................................... 47 Arranging Tiles........................................................ 47 Moving Tiles.......................................................... 48 Setting Alarms........................................................ 48 Working with Filters....................................................... 51 Filter Manager........................................................ 51 Adding a New Filter.................................................... 52 Editing a Filter........................................................ 61 Removing a Filter...................................................... 62 Applying a Filter....................................................... 62 Using StationViewer...................................................... 63 StationViewer List..................................................... 63 Program StationViewer Devices and Colors................................. 66 Control Calls with the StationViewer....................................... 69 Customizing RealViewer................................................... 70 Inter-Tel, Inc. 2002 printed in USA

CONTENTS PAGE Reporter 75 Starting Reporter......................................................... 75 Configuring Reporter...................................................... 75 Reporter Window......................................................... 76 Report List........................................................... 76 Report Window........................................................ 78 Titlebar.............................................................. 80 Toolbar.............................................................. 81 Main Menu........................................................... 82 Network Settings...................................................... 83 Running Reports...................................................... 85 Creating a New Report.................................................. 85 Date/Time Tab........................................................ 87 Editing a Report....................................................... 94 Deleting a Report...................................................... 95 Duplicating a Report.................................................... 95 Copying a Report s Data................................................ 95 Working with an Open Report............................................ 95 Displaying the Call Summary............................................. 98 Displaying Call Details.................................................. 99 Displaying Information on Reports........................................ 100 Filters................................................................. 101 Accessing the Filter Manager............................................ 102 Creating a New Filter.................................................. 103 Editing a Filter....................................................... 103 Removing a Filter..................................................... 104 Applying Other Filter Options............................................ 104 Tariff Manager.......................................................... 105 Accessing the Tariff Manager........................................... 105 Creating a New Tariff.................................................. 106 Editing a Tariff....................................................... 111 Deleting a Tariff...................................................... 111 Copying a Tariff...................................................... 111 Assigning Tariffs to Trunk Lines.......................................... 111 Setting the Default Tariff............................................... 112 Export, E-Mail, Publish, and Import......................................... 113 Using the Export Wizard............................................... 113 Opening an Export with Installed Applications............................... 117 Using the E-Mail Wizard................................................ 118 Using the Publish Wizard............................................... 118 Using the Import Wizard................................................ 121

CONTENTS PAGE Customizing Reporter.................................................... 124 Account Codes Tab................................................... 124 Service Levels Tab.................................................... 125 Durations Tab........................................................ 126 Call Costing Tab..................................................... 127 Erlang B/C Tab....................................................... 128 Licensing Tab........................................................ 128 Auto Reporter........................................................... 129 Auto Reporter Access................................................. 130 Auto Reporter Main Window............................................ 131 Toolbar............................................................. 133 Schedules.......................................................... 134 Reporter Real-Time 141 Starting Reporter Real-Time............................................... 141 Configuring Reporter Real-Time........................................... 141 Reporter RT Reporter Tile Configuration.................................. 142 Reporter RT Reporter Filter Configuration................................. 142 Reporter RT Pro Tile Configuration....................................... 143 Reporter RT Pro Filter Configuration..................................... 143 Reporter Real-Time Window............................................... 144 Toolbar............................................................. 144 Tile Area............................................................ 145 Main Menu.......................................................... 145 Shortcut Menu....................................................... 146 Node Status......................................................... 147 Tiles................................................................... 148 Calls Waiting Tile..................................................... 148 Deskboard Tiles...................................................... 148 Multi Stat Tiles....................................................... 149 Graph (Multi Stat) Tiles................................................ 149 Graph Over Time Tiles................................................. 149 Graph by Device Tiles................................................. 150 StationViewer Tiles................................................... 150 Extension List Tile.................................................... 151 Agent List Tile....................................................... 152 Trunk List Tile........................................................ 154 Extension Detail Tile.................................................. 155 Agent Detail Tile...................................................... 155 Working with Tiles....................................................... 156 Adding Tiles with the New Tile Wizard..................................... 156 Adding Tiles Using Property Sheets...................................... 158 Editing a Tile........................................................ 176 Removing a Tile...................................................... 176 Moving, Sizing, Zooming, and Switching................................... 176 Cut, Copy, and Paste.................................................. 177 Inter-Tel, Inc. 2002 printed in USA

CONTENTS PAGE Call Control............................................................. 180 Call Now............................................................ 180 Steal Call........................................................... 181 Send Call To........................................................ 181 Other.............................................................. 181 Log In.............................................................. 182 Log Out............................................................ 183 Enter Free State...................................................... 183 Enter DND.......................................................... 183 Enter Wrapup (Call)................................................... 183 Enter Free (E-mail) State............................................... 183 Enter Wrapup (E-mail)................................................. 184 Monitor............................................................. 184 Working with Filters...................................................... 185 Customizing Reporter Real-Time........................................... 185 Intelligent Router 187 Overview............................................................... 187 About Intelligent Router.................................................. 187 Rules.............................................................. 188 Conditions.......................................................... 188 Actions............................................................. 188 Placeholders........................................................ 188 Platform Support........................................................ 188 Specifications........................................................... 189 Recommended Hardware Specifications................................... 189 Intelligent Router Basics.................................................. 190 Starting Intelligent Router............................................... 190 Router Configuration Wizard............................................ 191 Network Settings..................................................... 192 Intelligent Router Window................................................. 194 Titlebar............................................................. 194 Toolbar............................................................. 195 Tile Area............................................................ 195 Main Menu.......................................................... 196 Shortcut Menu....................................................... 196 Viewing Modes.......................................................... 198 Two Tile View Mode................................................... 198 Four Tile View Mode.................................................. 198 Arranging Tiles....................................................... 199 Zooming Tiles........................................................ 200 Copying to the Clipboard............................................... 200 E-Mail................................................................. 201

CONTENTS PAGE Customizing Intelligent Router............................................. 202 Rules.................................................................. 203 Rule Manager........................................................ 203 Adding a Rule........................................................ 204 Editing Rules........................................................ 213 Deleting Rules....................................................... 213 Enabling/Disabling Rules............................................... 213 Filters................................................................. 214 Filter Manager....................................................... 214 Tiles................................................................... 215 Rule List Tile........................................................ 215 Event List Tile........................................................ 219 Trunk List Tile........................................................ 221 Multi-Stat Tile........................................................ 223 Rule and Action Types................................................... 224 Rule Types.......................................................... 224 Action Types........................................................ 225 Inter-Tel, Inc. 2002 printed in USA

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

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

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

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

Support Services If you have questions about any of the Call Center Suite products, refer to this manual or the on-line help. If you need additional support, please contact the designated onsite System Manager. If this does not resolve the problem, contact Technical Support. OVERVIEW NOTE: Technical support personnel may need to view the installation, setup, etc. of the Server. This is achieved faster and easier through a program like pcanywhere, which allows remote control of the computer. A pcanywhere CD-ROM is included with Call Center Suite, and it is recommended that you install it on the computer running Server. Customers performing their own Custom Macro development may obtain Technical Support by purchasing blocks of support time through Inter-Tel Custom Solutions (ICS). Contact ICS Sales for additional information or to place a support block order: Email: icssales@inter-tel.com Phone: 800-644-7605, ext. 60588 Using Help Help is a complete on-line reference tool you can use at any time. Help is especially useful if you require information quickly or if the manual is not available. When the application is active on your desktop, you can press F1 to access the help for that particular window. Or, you can click the Help button in various windows or the Help button ( ) on the toolbar. The rest of this manual includes information on installing, programming, and using all of the Call Center modules. Call Center User Guide 5

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

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

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

Install Single Product To install a single product (module): 1. Click Install Single Product in the Install page. The screen will list the available modules. 2. Select the product you want to install. The installation program for that product will start. When the installation is finished, you are returned to this page of the CD-ROM Launcher. GETTING STARTED NOTE: Although all installation programs will ask you to enter your license key, they will automatically default to the license you previously entered. 3. Select another product to install, or click Exit to quit the installation. Install Disksets This option allows you to copy all of the installation programs on the CD to a folder on your local hard disk or network share. The installation programs will be installed to this folder in separate sub-folders, where each folder indicates the appropriate install. For each product, there is an additional subfolder named after the version of this installation. This allows you to install several sets of disks over time. An example folder structure would be similar to the one on the right. C:\DISKSETS CALLVIEWER 2000010 2500004 SERVER 2000006 2510004 In this example, the folder C:\Disksets\CallViewer\2000010 contains version 2 of CallViewer, while the folder 2500004 contains version 2.5 of CallViewer. Call Center User Guide 9

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

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

GETTING STARTED 12 Getting Started

CallViewer CallViewer is a software product that provides telephony call control and desktop automation (screen-popping) on a Windows-based computer. This application allows you to view screen pop information from your company database, based on the current call, and control calls from your PC. STARTING CALLVIEWER To start CallViewer: 1. Select Programs from the Windows Start menu. 2. Select the Inter-Tel Call Center Suite sub menu. 3. Select CallViewer and then the CallViewer menu item. After a short wait, Call- Viewer will start. CALLVIEWER NOTE: If the Network Settings have not been configured yet or have not been configured correctly when CallViewer starts, the application will invoke a self-configuration mode to attempt to automatically find the Server on your LAN. See the User s Manual for more information. CALLVIEWER WINDOW When you start CallViewer, the main window displays, as shown below. NOTE: Your CallViewer window may have less functionality if you have not purchased a version of Server that is licensed for call control. Each feature displayed in this window is described in the following sections. Call Center User Guide 13

Titlebar Toolbar The titlebar is the rectangular region at the top of the window. It displays the name of the application and indicates if CallViewer is Off-Line. Off-Line indicates that Call- Viewer has not yet connected to the Server, and it is not ready to display calls from/to your extension device. CallViewer may be Off-Line if your network supervisor has closed down the network or if the Server has been shutdown or is not physically connected to the network. The toolbar contains buttons that activate drop-down menus or execute an action. You can use the options in these menus to configure CallViewer or perform special tasks. The tasks associated with each toolbar button are specified in the table below. CALLVIEWER BUTTON Displays the Action Menu. DESCRIPTION Activates the Settings Menu. Enables/Disables automatic macros. If the button is clicked down (i.e., recessed) automatic macros are enabled; otherwise, they are disabled. Displays the Help Menu. Dials a telephone number or digits over an existing call using the number highlighted in the last activated Windows application (performs Go Dial ). The button is disabled if it does not make sense to perform this action. If CallViewer is not connected to the Server, the button displays a red X ( ). You can change the method that CallViewer uses to grab telephone numbers from another Windows application by changing the Go Dial Method setting in the Dialing Settings window (see the User s Manual). NOTE: The button may not be visible if you have not purchased a version of Call- Viewer that is licensed for call control functionality. 14 CallViewer

Buttonbar Call List The buttonbar contains the configurable button macros. Your supervisor or manager should have already configured these to automate various tasks. However, you can program which buttons are displayed (refer to the Displaying A Button Macro section on page 34). This area displays information about inbound and outbound calls (see page 25 for details). The presentation of this information can be altered by choosing the Advanced command from the Settings menu. The call list automatically grows when more than one call is active. Extension Status To the right of the Call List, there is a picture that indicates the status of your extension, as described in the table below. CALLVIEWER BUTTON INDICATION The CallViewer application is Off-Line. Your extension is idle. Your extension is busy. Your extension is ringing. Future release Call Center User Guide 15

Window Control Buttons These buttons affect the CallViewer window, as described in the table below. BUTTON Minimizes the CallViewer window. DESCRIPTION Maximizes the CallViewer window. Restores the CallViewer window to toolbar size. Exits CallViewer. CALLVIEWER Statusline The statusline is located at the bottom of the window. It indicates the status of your telephone extension when there is call activity and tells you what CallViewer is doing when operations are being performed. In addition, when the mouse pointer is moved over the toolbar buttons, macro buttons, and other CallViewer controls, the statusline displays their function. 16 CallViewer

Call Control Buttons NOTE: These might not be visible or may be disabled (grayed-out) if you have not purchased a call control license for Server. These buttons allow you to control calls at your extension (e.g., answer calls, dial a specific telephone number, place calls on hold, etc.), as described in the table below. BUTTON DESCRIPTION Drops the specified call that is shown in the call list (see page 28). Answers the specified call that is alerting your extension (see page 28). Places the specified call on individual hold (see page 28). CALLVIEWER Places the specified call on System Hold (see page 28). Directly transfers an answered call or redirects an alerting call to the specified extension/group in one step (see page 30). Places the specified call on hold and dials the specified extension/group to make a consultation call for a call transfer (see page 29). Transfers the specified call on hold to the party at the distant end of the current call. Basically, this button is used to complete a call transfer. It is provided so that you can choose the call to transfer to the party at the other end of a consultation call if there is more than one call on hold at an extension (see page 29). Call Center User Guide 17

Dial List NOTE: The Dial combo box may not be visible if you have not purchased a version of Server that is licensed for call control. This combo box shows the last 20 inbound or outbound calls made or received by your extension. You can select an item in the list and click the (Re)dial button to call the specified party. The picture in the first column of the list depicts the direction of the individual, as shown below. CALLVIEWER BUTTON An inbound call. DESCRIPTION An outbound call. Tooltips Tooltips display on-screen descriptions of various controls on the CallViewer window when the mouse pointer pauses over them. For example, if the mouse pointer pauses over a toolbar or macro button, a one-line hint is shown to indicate the button s operation (the assigned Hotkey is also shown at the end of tooltip s text if appropriate). See page 32 for information about Hotkeys. 18 CallViewer

Shortcut Menu The shortcut menu provides a shortcut to commonly used commands or menus accessed via the toolbar. To activate the shortcut menu, right-click on the CallViewer or Quick Connect window. A list of menu items will display, as shown below. CALLVIEWER Toolbar Menus Menu commands are accessed by selecting the toolbar buttons that activate Call- Viewer s menus (see page 14). Or, you can access menu commands from the shortcut menu. The three available menus are as follows: Action Menu ( ): Displays call control commands, such as Answer, Release, etc. Settings Menu ( ): Allows you to access configuration options, such as how to display the CallViewer window, whether or not to display the Quick Connect window, what options Quick Connect will display, etc. Help Menu ( ): Launches the on-line help system for CallViewer. For details about these menu options, see the Call Center User s Manual. Call Center User Guide 19

CALLVIEWER SETTINGS CALLVIEWER CallViewer is a configurable application, allowing you to customize the way you interact with the software and the way CallViewer interacts with other applications. You can also configure various other features such at the Hotkeys and the Quick Connect window. The following section describe how to configure a few of the settings in CallViewer. For complete information about other settings, see the User s Manual. Always On Top This setting makes the CallViewer window always appear over the top of other open applications, even when CallViewer is not the active application window. To enable this setting, select Always On Top from the Settings ( ) or shortcut menu, or enable this option in the Window Settings screen. NOTE: For more information on the Window Settings, refer to the CallViewer section in the Call Center User s Manual or the on-line Help File (press F1 key). Auto Size Window This setting makes the CallViewer window normal sized when there is call activity at your extension and small (i.e., like a toolbar) when your extension is idle. If you are not using the Quick Connect window as your main interface to CallViewer, it is recommended that you enable this setting so that the CallViewer window does not clutter the screen when calls are not being handled. To enable this setting, select Auto Size Window from the Settings ( ) or shortcut menu, or enable this option in the Window Settings menu. NOTE: For more information on the Window Settings, refer to the CallViewer section in the Call Center User s Manual or the on-line Help File (press F1 key). NOTICE Refer to the CallViewer chapter in the Call Center User s Manual or the online Help File (press F1 key) for detailed information on other settings such as Window, Advanced, and Network Settings. 20 CallViewer

The CallViewer window will pop up from its icon state (if minimized already) when there is call activity at your extension. If you are not using the Quick Connect window as your main interface to CallViewer, you should enable this setting so that accidental minimization of the CallViewer window will not inhibit you from viewing call details. To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut menu, or enable this option in the Window Settings menu. NOTE: For more information on the Window Settings, refer to the CallViewer section in the Call Center User s Manual or the on-line Help File (press the F1 key). Dialing Settings Because not all area codes require the long distance dialing code (e.g., 1), you should configure CallViewer to automatically identify which outgoing calls are toll calls. With dial rules, you can ensure the application inserts the long distance dialing code for calls made to specific area codes and/or prefixes. CALLVIEWER NOTE: This option is only available in CallViewer V2.510015 and later. To program the long distance dialing rules: 1. Select Dialing Settings from the Settings menu ( ). The Dialing Settings screen is displayed. 2. Ensure Specify dial rules for this CallViewer installation is selected in the Dial Rules section. NOTE: Calculate dial rules via Server should not be selected. It is valid only for the UK. 3. Enter the digit required to access an outgoing trunk line (e.g., 8) in the Outbound dial prefix text box. 4. Select Set Local Dial Rules. Call Center User Guide 21

CALLVIEWER 5. Complete the following fields: Local area code: Enter your local area code (e.g., 480). Local toll calls: Enter any prefixes within your local area code that may require the long distance code. You can enter partial prefixes to indicate a range (e.g., 8* would indicate 800-899). Long distance code: Enter the code required to dial outside your area code (e.g., 1 for the US). Don t dial long distance code: Enter a comma-separated list of area codes that do not require the long distance code (e.g., 623,602). International dial code: Enter your international dial code (e.g., 011 for the US). Replace the + character with the international dialing code: Select this option to automatically replace a plus (+) sign with the international code. 6. Test the dialing rules, if desired. To test the dial rules: a. Enter a telephone number to dial in the text box provided. b. Click Test. The number is dialed, and the Actual number dialed box displays the result. The following table provides a list of the possible outcome values. Display Text [Internal] [Local] [Local Toll] [Long Distance] [International] Description The telephone number specified is less than the default number of digits that CallViewer considers as being a valid outgoing number. CallViewer, therefore, treats the number as being an internal number (i.e., a device within the telephone system). The telephone number is to an external number within the local area. The telephone number is an external number within the local area code but that contains a prefix that requires the long distance code. The number represents an external location outside the local area, and the number of digits specified is equal to or greater than the default number of digits that CallViewer considers as being a long distance number. The number is also not in an adjacent area where calls are considered local. The telephone number is to an external number within another country. 7. Click OK when finished, or click Cancel to exit without saving changes. You are returned to the Dialing Settings screen. To save any changes, click OK. To cancel unwanted changes, click Cancel. 22 CallViewer

USING CALLVIEWER This section explains how to use CallViewer on a daily basis. Quick Connect The Quick Connect is a small, single-button window that you can move anywhere on your desktop. Titlebar Grab Telephone Number Button To move the Quick Connect window, click on the Quick Connect window s small titlebar and drag it to a new position on your screen. The Quick Connect is always shown over all other normal application Windows. NOTE: The Grab Telephone Number ( ) button may be disabled (grayed-out) if you have not purchased a version of Server that is licensed for call control functionality. CALLVIEWER ALSO: If you do not see the Quick Connect Window, right-click on the CallViewer window and select Show Quick Connect Window. To make a call using Quick Connect: 1. Highlight a telephone number in another Windows application. 2. Click the Grab Telephone Number button ( ). Any non-numeric characters detected in the highlighted text string are ignored, and the number is dialed from your extension. When you make and receive calls at your extension, the Quick Connect displays call information as a shortcut Call List in a small tooltip-like window, as shown below (see page 27 for more details on how to make a call). It will also display the Call Control buttons, as described on page 17. You can configure what buttons and columns will be displayed on the pop up call list by using the Quick Connect Settings window (see the following page). Call Center User Guide 23

The button displayed in the Quick Connect window may change, depending on whether or not CallViewer is connected to Server and if it makes sense to dial a telephone number or digits over an existing call, as described in the table below. BUTTON DESCRIPTION CallViewer is not connected to the Server. The button is disabled because it does not make sense to dial a telephone number or digits over an existing call. Or, you have not purchased a version of Server that is licensed for call control functionality. CALLVIEWER To configure the Quick Connect window: 1. Right-click on the Quick Connect window. A shortcut menu displays. 2. Select Quick Connect Settings. The Quick Connect Settings screen is displayed, as shown below. 3. Select the options you want to enable (a check mark appears). 4. Click OK to save your settings or Cancel to exit without saving changes. 24 CallViewer

NOTE: You can change the method that CallViewer uses to grab telephone numbers from another Windows application by changing the Go Dial Method setting in the Dialing Settings window. ALSO: You do not have to use the Quick Connect as your interface to Call- Viewer. You can use the main CallViewer window instead to make and receive calls. When CallViewer is installed, you are asked what interface you would prefer to use. If Quick Connect is chosen, the CallViewer window is still displayed but is permanently minimized. You can change the way CallViewer is used later by modifying the settings in the Window Settings and/or the Quick Connect Settings window. Call List The portion of the CallViewer window where the dialed or received numbers appear is the Call List area. If you are using the Quick Connect window, the Call List will pop up when a call is active (i.e., ringing or connected). If the Server recognizes an incoming or outgoing call number, this area will display details pertaining to that caller. It also states the status of a call, using the icons listed in the following table. CALLVIEWER BUTTON An unanswered outbound call. DESCRIPTION An unanswered inbound call. The call has been answered. The call is on hold. The call was answered and is now on hold. Various Call Control buttons are also displayed to the right of each call in the Call List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see page 17 for details). NOTE: The call control buttons might not be visible or may be disabled (grayed-out) if you have not purchased a version of Server that is licensed for call control. Call Center User Guide 25

Examining Call Details To obtain a summary of information on the current call you are handling, select Call Details from the Action ( ) or shortcut menu. Or, you can double-click on a call in the Call List. The Call Details screen displays, as shown below. CALLVIEWER To exit this screen, click Close. Call Control Functionality The following sections explain how to use CallViewer to make, receive, and control calls from your computer screen. To use CallViewer s Call Control functionality, you can use either the main CallViewer window or the Quick Connect window. You can also use the Hotkeys (see page 32) or the shortcut menu (see page 19). NOTE: Call Control functionality is only enabled if CallViewer is connected to the Server and the Call Control Enabled menu item in the Settings menu is checked. Call Control functionality might be grayed-out or disabled if you have not purchased a version of Server that is licensed for call control. 26 CallViewer

Basic Operation Before you use CallViewer for call control, ensure the titlebar does not display Off- Line or that the picture in the Quick Connect Window does not display a red X ( ). You must also make sure your telephone extension is working correctly. Call Control and Hotkey Assignments You can assign Hotkeys (see page 32) to the different call control functions, such as dial, answer, transfer, etc. These allow you to perform the call control action while an application other than CallViewer is active. If you choose, however, to use Hotkeys for call control, CallViewer will logically choose the call affected by the action. For example, if you use a Hotkey for retrieving a call from hold, CallViewer will search the call list and retrieve the first call it finds that is in the held state. Making a Call You can make a call using CallViewer in a number of ways, which is described below. Method A 1. From the Action menu ( ) or the shortcut menu, click Dial. The Dial window displays, as shown on the right. 2. Enter the extension, group, or external telephone number in the text box, or use the drop-down menu to select a number. 3. Click OK to dial the number or Cancel to close the dialog box without dialing. Method B 1. Use the Dial List drop-down box to select an existing item, or enter a new number in the Dial combo box in the main CallViewer window. 2. Press ENTER or click (Re)Dial. Method C Use the Quick Connect method, as described on page 23. CALLVIEWER NOTE: When you make a call by dialing an external telephone number, you do not need to specify the outbound dial prefix. This is stored in the Server and is sent to Call- Viewer when it connects on startup. The outbound dial prefix and the long distance dial prefix codes are automatically added to the beginning of the dial string using the rules contained within the Dial Settings section of CallViewer s Dialing Settings window (see the User s Manual). Call Center User Guide 27

CALLVIEWER Dropping a Call To drop all calls at your extension, select Release from the Action ( ) or shortcut menu. Or, click Release on the main CallViewer window. The Release action clears all non-held calls at your extension. It also makes the extension idle if it is off-hook. Or, click the button by the call you want to drop. Answering a Call To answer a call alerting your extension, you have the following options: Select Answer from the Action ( ) or shortcut menu Click the button by the alerting call in the Call List. Click the Answer button (to the right of the buttonbar) in the main CallViewer window. If you choose to answer a call in this way, CallViewer will logically choose the call to answer (i.e., CallViewer will search the Call List and choose the first call it finds that is not in the answered state). Placing a Call On Individual Hold To place a call on Individual Hold at your extension, select Individual Hold from the Action ( ) or shortcut menu. Or, click the button by an unheld call in the Call List. Placing a Call On System Hold To place a call on System Hold at your extension, select System Hold from the Action ( ) or shortcut menu. Or, click the button by an unheld call in the Call List. Retrieving a Call On Individual Hold To retrieve a call that is individually held at your extension, select Retrieve From Hold from the Action ( ) or shortcut menu. Or, click the button by a held call in the Call List. 28 CallViewer

Retrieving a Call On System Hold To retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a call at the same extension that placed it on system hold. For all other system-held calls, make a new call (either manually or using the Dial menu item) and specify the trunk line device of the corresponding call as the dial string. Transferring a Call Using Inquiry Transfer The Inquiry Transfer function performs two operations in one: first, you are prompted to dial another extension or telephone number; second, the current call is placed on Individual Hold while the transfer destination is ringing. This allows you to verify that the destination is available (e.g., not busy) and/or inform the person at the destination number that you are transferring a call (i.e., perform an announce transfer). To perform an inquiry transfer: 1. Select Inquiry Transfer from the Action ( ) or shortcut menu. Or, click the button by a call in the call list. The Inquiry Transfer dialog box displays. 2. Enter the destination number in the box provided, or use the drop-down box to select an existing number. 3. Click OK to place the active call on hold and dial the specified number. Or, click Cancel to cancel the transfer and return to the active call. 4. Select Complete Transfer from the Action ( ) or shortcut menu, or click the button by the call you want to transfer in the Call List. This takes the active call off hold and transfers it to the dialed destination number, completing the inquiry transfer. CALLVIEWER Call Center User Guide 29

CALLVIEWER Transferring a Call Using Direct Transfer A Direct Transfer differs from an inquiry transfer because it does not place the transferring call on hold while ringing the destination number. Instead, it immediately completes the transfer (i.e., the person at the distant end will hear the call ringing at the destination number). To directly transfer any answered or unheld external outbound call: 1. Select Transfer/Redirect from the Action ( ) or shortcut menu. Or, click the button by a call in the call list. The Direct Transfer dialog box displays. 2. Enter the extension or number of the destination where you want to directly transfer the call. Or, use the drop-down box to select an existing number. 3. Click OK to transfer the call to the specified number, or click Cancel to return to the active call without transferring it. NOTE: This feature will also redirect an external call that is ringing at your extension if it is not in the answered state. Redirecting a Ringing Call This feature allows you to redirect an incoming external call to another destination before the call is answered. NOTE: This feature only works with external calls. You cannot redirect internal calls. To redirect a ringing call. 1. Select Transfer/Redirect from the Action ( ) or shortcut menu. Or, click the button by an external, unanswered call in the Call List. The Redirect Call dialog box displays. 2. Enter the extension or number of the destination where you want to redirect the call, or use the drop-down box to select an existing number. 30 CallViewer

3. Click OK to redirect the call to the specified number, or click Cancel to return to the active call without redirecting the call. This feature is incredibly useful if a DID number rings directly to your extension and is configured to queue (or camp-on) if your extension is already busy. In this case, camped-on calls show in CallViewer s call list as alerting calls; so, you can use the Transfer/Redirect feature to send such calls directly to your operator (receptionist) or even straight to your voice mail box. NOTE: This feature will directly transfer a call at your extension if it is in the answered state and not held. Conferencing Calls The Conference allows you to establish a multi-party conference call. When there are any answered calls or an external outbound call at your extension, the Conference button (right of the buttonbar on the CallViewer window) and the Conference option in the Action or shortcut menu become enabled. To establish a conference call while on a call: 1. Select Conference from the Action ( ) or shortcut menu, or click the Conference button in the buttonbar. The current call is placed on hold, and the Add Party dialog box displays. 2. Enter the extension number you want to add to the conference, or use the dropdown box to select a number from the list. 3. Click OK to dial the number, or click Cancel to close this box and return to the active call. 4. Click the Conference button again. This connects the currently active calls. Repeat these steps as necessary to add additional parties (up to four). CALLVIEWER NOTE: The maximum number of parties that may be joined in a conference is four. Because this maximum includes you, the maximum number of calls you may conference together with yourself is one less than the number actually specified. Call Center User Guide 31

CREATING A HOTKEY CALLVIEWER Hotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed, perform a specified action or run a CallViewer button macro. The key sequence will work globally across the Windows environment, even when the CallViewer window is not the active application. You can assign Hotkeys to some CallViewer menu commands. Where there is an existing CallViewer Hotkey assignment to a menu command, the corresponding menu item will show the actual key sequence to the right of the item. If there is no Hotkey assigned to the menu, the Hotkey text may show [None]. To create or change a Hotkey: 1. Select Hotkeys from the Settings ( ) or shortcut menu. The Hotkey Manager screen displays, as shown below. 32 CallViewer

2. Use the drop-down box in the View Hotkey Assignments For field to select the type of action associated with the Hotkey you want to assign. Your choices are Operations (i.e., commands), Button Macros (see page 34), or All. The information in the list box will reflect your selection. 3. Double-click on an item in the list box, or select an item and click on Assign. The Assign Hotkey dialog displays, as shown below. CALLVIEWER NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press New Key Sequence text box, by default. If a Hotkey, however, is disabled, you must select the Assign Hotkey To option to continue assigning a Hotkey sequence. This enables the other fields in the dialog box. 4. Press the key sequence that you want to assign to the button macro or operation, or manually enter the information using the drop-down list and check boxes. 5. Click OK to assign the Hotkey or Cancel to exit this screen without saving changes. NOTE: There are some key combinations that cannot be assigned as a Hotkey, because Windows uses the combination for a special purpose or operation. Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc. ALSO: For further information on how to create or change a Hotkey assignment, refer to the Hotkey Settings section in the CallViewer chapter of the User s Manual. Call Center User Guide 33

DISPLAYING A BUTTON MACRO Macros enable the activation of other applications intelligently, using information held within CallViewer. For example, you could use macros to automatically search for a customer record in your customer database when you answer an external call. Managers and supervisors typically have someone (e.g., an Installation Engineer) create macros using the Macro Manager. As a user, you can determine which of these buttons, up to 12, are displayed on the CallViewer buttonbar, as shown below. CALLVIEWER Buttonbar (Button Macros) To display a button macro: 1. Select Macros from the Settings ( ) or shortcut menu. The Macro Manager window displays, as shown below. 2. Select Button Macro from the View drop-down box at the top of the Macro Manager window. The available button macros will display in the list box. 34 CallViewer

3. Double-click on the desired macro, or use the Up/Down keys to select a button and click Return. The Macro Editing window displays, as shown below. CALLVIEWER 4. Enable the Visible option, if it is not already checked. 5. Click Save to save your changes. 6. Click Close to exit this screen. You are returned to the Macro Manager screen. 7. Click Close to exit the Macro Manager. The button should appear in the buttonbar section of the window. NOTE: For further information on how to create or edit button macros, refer to the Macro Reference Guide section in the CallViewer chapter of the Call Center User s Manual or the On-line Help File (press the F1 key). Call Center User Guide 35

CALLVIEWER 36 CallViewer

RealViewer The RealViewer is an application that shows real-time call statistics, enabling you to see current details against all or selected call criteria on the telephone system. Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call Today, either across the telephone system, for a group of extensions, or for a particular event. You can also view the number of agents currently in the busy state or the number of inbound calls currently waiting to be answered. In addition, you can filter information based on group, DID number, telephone number, etc. STARTING REALVIEWER To start RealViewer: 1. Select Programs from the Windows Start menu. 2. Select the Inter-Tel Call Center Suite submenu. 3. Select RealViewer and then the RealViewer menu item. After a short wait, Real- Viewer will start. REALVIEWER CONFIGURATION WIZARD If this is the first time RealViewer has been run after installation, the RealViewer Configuration Wizard will run. It will also run if your saved settings are deleted. This wizard will help you locate a Server if one cannot be found, and it will ask you some simple questions to help you create a default RealViewer. The Configuration Wizard contains the following pages: Welcome: Click Next to continue. Search For Server: If the network configuration on the computer is correct and Server has already been appropriately configured, RealViewer will automatically list the CTI Servers available on the same computer network. You may have to wait several minutes while RealViewer interrogates the computer network. Select the CTI Server to connect, then click Next. RealViewer Style: Select the style of RealViewer that you want to create, and click Next. You have the following options: Show statistics for an individual: Select this option to create a RealViewer that will show statistics for one extension or agent. Show statistics for a group: Select this option to create a RealViewer that will show statistics for a group of extensions or agents. You should only select this if you are a manager or supervisor. Show statistics for everyone: Select this option to create a RealViewer that will show statistics for the entire phone system. Again, you should only select this if you are a manager or supervisor. REALVIEWER Call Center User Guide 37

Type of Calls: Select the type of call traffic to measure, and click Next. You have the following options: We mainly receive inbound calls: Select this option to create a RealViewer that will predominantly show statistics for inbound calls. We mainly make calls: Select this option to create a RealViewer that will predominantly show statistics for outbound calls. We make and receive calls: Select this option to create a RealViewer that will show statistics for both inbound and outbound calls. Filtering the Data: Enter the extension or group information, based on the following, and click Next to continue. If you selected Show statistics for an individual in the RealViewer Style screen, enter your extension number and the hunt group to which you belong, if applicable. To measure inbound calls, enter the actual group number that is programmed in the telephone system. For outbound calls, specify the extensions within the group (e.g., 200,201,210-220 ). REALVIEWER NOTE: You can enter more than one extension/group by using a comma (,) to separate the numbers (e.g., 201,203,405 ). You can also use the hyphen (- ) to enter a range of extensions/groups (e.g., 200-220 ). If you selected Show statistics for a group, you can leave the Your extension field blank, but you must enter the appropriate value(s) into the Your group field. If you selected Show statistics for everyone, this screen will not display. Finished: Click Finish to create the default RealViewer. 38 RealViewer

NETWORK SETTINGS For the product to obtain real-time information for Server, it must be able to locate a CTI Server (Server). To connect to a Server, select the Network option from the main menu, or click the Network option button ( ). The Network Settings screen displays, as shown below. REALVIEWER Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTI Server network information either manually or automatically using this screen, as described in the following sections. Automatic Configuration To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the RealViewer has found a CTI Server and the information in this screen is updated, click OK to exit this screen and save the changes. To cancel unwanted changes, click Cancel. NOTE: The product will automatically go into the self-configuration mode on startup if it has just been installed, or if it is unable to find the Server. Call Center User Guide 39

Manual Configuration To manually setup the CTI Server network information for TCP/IP: 1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1. 2. Select the TCP/IP port used for communicating with Server. 3. Enter the location of the CTI Server (Server) database. This path can be in UNC form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g., Z:\). To browse for the database path, click the ellipsis (...) button. 4. Select Automatically retrieve the database path to ignore the Database Path field and have Server provide the database path when the network connection is established, if desired. 5. Click OK when finished, or click Cancel to exit without saving changes. NOTE: The network protocol you select must match the network protocol being used by the Server. REALVIEWER To manually setup the CTI Server network information for NetBIOS: 1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1. 2. Select the available network protocol to use for communicating with the server. 3. Enter the location of the CTI Server (Server) database. This path can be in UNC form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g., Z:\). To browse for the database path, click the ellipsis (...) button. 4. Select Automatically retrieve the database path to ignore the Database Path field and have Server provide the database path when the network connection is established, if desired. 5. Click OK when finished, or click Cancel to exit without saving changes. NOTE: The network protocol you select must match the network protocol being used by the Server. 40 RealViewer

REALVIEWER WINDOW RealViewer s main window consists of two main areas: the toolbar and the tile area. Toolbar Tile Area NOTE: If a StationViewer license is enabled, the StationViewer list is also displayed. See page 63 for more information on the StationViewer list. Toolbar The toolbar contains a number of buttons that let you control RealViewer. Some of these display pop-up menus, while others perform a command immediately. The buttons and their associated functions are described in the table below. BUTTON DESCRIPTION Displays the main menu, where you can access most commands. REALVIEWER Immediately saves your settings to disk. Adds a new tile to the Tile Area (see page 45). Displays the Filter Manager for creating and editing filters (see page 51). Displays the Options dialog (see page 70). Displays the Network Settings dialog (see page 39). Repositions the open tiles in a particular style. There are several different viewing options that are available through the drop-down menu. (see page 47). Answers the call that is currently alerting the call control extension. Either places the call on hold or retrieves a held call at the call control extension. Drops all calls at the call control extension. Completes an inquiry transfer at the call control extension (see page 1-69). NOTE: The shaded toolbar buttons (above) are available only if a StationViewer license is enabled (see page 69 for more information). Call Center User Guide 41

REALVIEWER Tile Area The Tile Area is a container for all tiles. Tiles are automatically arranged for you in the order that they were created. Main Menu To access the main menu, select the main menu button ( ) on the toolbar. The following options are displayed: Save: Saves the current configuration to your hard disk. This action is always performed when you exit. Filter Manager: Displays the Filter Manager, allowing you add and edit filters (see page 51). This is the same as clicking the Filter Manager button ( ) in the toolbar. Options: Displays the Options dialog, allowing you to configure global options (see page 70). This is the same as clicking the Options button ( ) in the toolbar. Network: Displays the Network Settings dialog (see page 39), allowing you to configure the network connection to the CTI Server (Server). This is the same as clicking the Network button ( ) in the toolbar. Help Topics: Displays the help file. About: Displays information about the configuration of the software, such as the version number and the CTI Server (Server) to which it is connected. Exit: Closes RealViewer and saves the current configuration. Shortcut Menu You can also access different programming options by using the shortcut menu. To access the shortcut menu, right-click on a tile in the Tile Area or the StationViewer list. You have the following options: Zoom: Enlarges the selected tile (see page 47). If the tile is already enlarged, this option is Unzoom. (Not available in StationViewer List) Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar is already hidden, this option is Show Main Titlebar. 42 RealViewer

Cut: Cuts the selected tile and copies it to the clipboard (see page 47). (Not available in StationViewer List) Paste: Inserts the tile currently stored in the clipboard (see page 47). (Not available in StationViewer List) Copy: Copies the selected tile to the clipboard (see page 47). (Not available in StationViewer List) Remove: Removes the tile from the Tile Area (see page 46). (Not available in StationViewer List) Properties: Displays the tile s current settings (see page 46). Add Tile: Allows you to add a tile (see page 45). This is the same as clicking the Add Tile button ( ) in the toolbar. (Not available in StationViewer List) NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want to remove). TILES The building block of RealViewer is the tile (called a Deskboard tile), as shown below. REALVIEWER Caption Statistic Each tile consists of a caption, which describes the display, and the associated statistic. Tiles display a single call summary statistic, which can be filtered to only include a particular group of agents, or other information, such as the date and time. The statistic can also have an associated alarm that will notify you when the statistic falls within a certain range (see page 48). Call Center User Guide 43

REALVIEWER Calls Waiting Tile Before setting up a tile that displays Calls Waiting, you should consider the following: Filtering: The filter should be set up for the hut group number as the device first rung. Do not put any extensions or agents in the General tab if you are looking for Calls Waiting on a hunt group. Putting the hunt group number in the ACD Hunt Groups tab is not enough; the hunt group must still be in the Call First Rang At Extension/Group field on the Call Route Tab. Call Segmentation: If Call Segmentation is disabled, there can only be one device that is considered first rung. Therefore, if a call is recalled to a different hunt group, Calls Waiting would show 0 for the second hunt group because the first hunt group is considered first rung. If Call Segmentation is enabled, each call segment has a corresponding device as the device that first rang and is, therefore, not affected. Announcements/Overflows: When a call is ringing for a hunt group, Calls Waiting and/or All Calls Ringing will decrease during Announcement and Overflow messages unless the application numbers and Voice Mail devices are entered in the Extensions section of Data Manager in Server. Each of these must also have the Yes, this device is treated as not yet answered and Yes, this device is treated as not yet rung flags enabled. See the User s Manual for more information about the flags associated with the Calls Waiting tile. 44 RealViewer

Adding a New Tile To create a tile: 1. Click the Add Tile button ( ) on the toolbar, or select Add Tile from the shortcut menu. The new tile is created, and the property sheet for that tile opens. 2. Complete the following fields in the Statistics tab: Item To Display: Shows the currently selected statistic that the tile will display (see the User s Manual for details about available statistics). To change the statistic, click the ellipsis (...) button, and then choose the new statistic from the available menu. If you change the statistic without changing the caption, you will be asked if the caption should be changed when you click OK. If you click Yes, the caption will change to match the new statistic. If you click No, the name will not change. REALVIEWER NOTE: If you change a statistic for a tile, it is recommended that you also change the caption to match the statistic. If you do not change the caption, it may become confusing. Caption: Allows you to edit the caption displayed above the tile. If you do not change the caption but change the statistic, you will be asked if the caption should be changed when you click OK. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 51 for details on filters. Call Center User Guide 45

3. Select the Appearance tab. 4. Complete the following fields: REALVIEWER Text Color: Use the dropdown list to choose the text color for the tile. Background Color: Use the drop-down list to choose the background color for the tile. Activate the alarm on this tile: Select this option to apply an alarm to the tile. If an alarm is currently firing when you uncheck this box, the alarm will stop signaling when you click OK. Alarm Settings: Click this button to configure the alarm using the Alarms dialog. Configure the alarm as described on page 48. 5. Click OK when finished, or Cancel to exit without saving changes. If you click OK, the new tile will appear in the Tile Area. Editing a Tile To edit a tile: 1. Double-click on that tile s statistics, or right-click on the tile and select Properties. The property sheet will display with the tile s current settings. 2. Change the settings as desired. 3. Click OK to apply the changes or Cancel to exit without saving changes. Removing a Tile To remove a single tile, right-click on the tile to remove and click Remove. At the prompt, click Yes to remove the tile or No to cancel the action. NOTE: Removing a tile cannot be undone. You can also remove all tiles by using the Tiles property page of the Options property sheet (see page 74). 46 RealViewer

Zooming Tiles You can zoom in on a tile so that it takes up all of the visible Tile Area space. This is similar to maximizing a normal window. To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom. On some systems, you can zoom the tile by single-clicking the tile with the Wheel button of the mouse. Repeating the zoom action will unzoom the tile. Cut, Copy, and Paste Tiles can be copied and pasted to and from the clipboard, allowing you to quickly create very similar tiles. Copying to the Clipboard To copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cut to copy the tile to the clipboard and remove the tile from the Tile Area. Because you are not deleting the tile (i.e., it is still available on the clipboard), you are not prompted for a confirmation. Pasting from the Clipboard To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and select Paste. The tile is pasted next to the tile where you right-clicked to perform the paste. NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that can be pasted. REALVIEWER Arranging Tiles You can control the way RealViewer arranges tiles on your screen. To arrange RealViewer tiles in a grid, click the button in the toolbar. The tiles are automatically arranged in a grid, as shown below. To arrange tiles as columns, click the down arrow next to the button in the toolbar and select Tile as Columns. The tiles are automatically arranged in one row with one column for every tile, as shown below. Call Center User Guide 47

To arrange tiles as rows, click the down arrow next to the button in the toolbar and select Tile as Rows. The tiles are automatically arranged in one column with one row for every tile, as shown below. Moving Tiles Using the drag-and-drop feature, you can move tiles within the tile area without having to cut and paste. To do this, click and drag the tile you want to move. Then position it over the tile that you want it to precede. (The border of the stationary tile thickens or becomes highlighted.) Release the tile you are moving. It is automatically placed in the area BEFORE the highlighted tile. REALVIEWER NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile is not highlighted when you release a tile, the tile you are attempting to move returns to its original position. ALSO: The drag-and-drop feature is not available for the StationViewer list. Setting Alarms Tile alarms immediately notify you when a statistic is within a certain parameter. For example, you may want to know when the number of overflowed calls reaches 15. With RealViewer alarm options, you can set the tile to flash, beep, or activate when this occurs. To set an alarm on a tile: 1. Access the property sheet for the tile (i.e., select Properties from the shortcut menu). 2. Select the Appearance tab. 3. Select the Activate the alarm on this tile flag (a checkmark appears). 48 RealViewer

4. Select Alarm Settings to configure the alarm using the Alarms dialog. 5. Use the first drop-down list to select whether you want to fire the alarm when the statistic meets or exceeds a given value (>=), meets or falls below a given value (<=), or falls between two values (between). 6. Specify the value to compare the statistic against in the second drop-down list. You can either select a value from the drop-down list or enter a new value in the box. 7. Specify the maximum value of the comparison in the third drop-down list. You can either select a value from the drop-down list or enter a new value in the box. This option only displays if you selected between in the first drop-down box. For example, to set an alarm when a value is between 50 and 100, you would select between, 50, and 100 in the three drop-down lists. 8. Specify how you want the alarm to notify you that it is signaling by selecting one of the following options: Flash The Tile: If you check this option, the tile, or the appropriate element within the tile, will flash when the alarm fires. Use the drop-down list to select how long the tile will flash. Regardless of this setting, the tile will always stop flashing if the alarm is deactivated. Play This Sound File: If you check this option, a sound will play when the alarm fires. Enter the full path and filename of the sound to play, or click the ellipsis (...) button to choose a file using the standard File Open dialog. Once you have selected the sound file, you have the following options: Play the sound once: Select this option to play the sound once when the alarm first fires. Play the sound for: Select this option to repeat the sound until the time expires or the alarm is deactivated. Use the drop-down list to select how long you want the alarm to sound. To test the sound, click the > button. If the sound does not play, ensure your speakers are turned on, the speaker volume is turned up, the volume within Windows is turned up, and you have installed and successfully configured a soundcard. The sound will always stop playing if the alarm is deactivated. REALVIEWER Call Center User Guide 49

Write This Message To The Alarm Log File: Select this option to write a message to an alarm log file when the alarm fires. Enter the message to display in the field next to the check box. The message can contain special characters which are prefixed with a percent (%) symbol, as described in the following table. Char Meaning N Device Number (on list tiles) D Device Description (on list tiles) T Caption of the tile F Filter applied to the tile REALVIEWER For example, the message Gentian in %F has been in wrapup for more than 5 minutes might appear something like Agent 4000 in Sales Group has been in wrap-up for more than 5 minutes. The alarm log file is created in the same directory where the software is installed. Activate The Tile: Select this option to restore the main window and bring it to the front of all windows. The tile that is signaling the alarm will then receive the focus. NOTE: You can select more than one notification option when setting the alarm (e.g., you can have the tile flash and play a sound file at the same time). 9. Click OK to save your changes, or click Cancel to exit without saving changes. You are returned to the Tile Properties page. To deactivate the alarm, deselect the Activate the alarm on this tile option in the Appearance property sheet for the tile (see step 3). To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is disabled. If you hear an alarm sound when you uncheck the flag, click OK. The alarm will stop beeping. 50 RealViewer

WORKING WITH FILTERS The power of the RealViewer comes from its ability to limit statistics to only certain types of calls (e.g., inbound only, calls for a specific DID number or list of extensions, etc.). This is achieved by using filters. Each tile can have a filter associated with it, which is the All Calls filter by default. This is the only filter that cannot be edited or removed. You can create as many filters as you require, limited only by memory, and apply filters to none, one, or many tiles. Filters can also be edited after being created and will immediately reflect changes in any tiles using the modified filter. NOTE: You cannot apply filters to the SationViewer list. Filter Manager The Filter Manager lists the currently available filters and provides access to programming options. To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or press CTRL + F. Or, select Filter Manager from the Main Menu ( ). You can also add, remove, edit, and copy filters using the buttons described below: Add: Displays the Add Filter dialog so you can create a new filter. Edit: Displays the Edit Filter dialog so you can edit the selected filter. (You can also access the Edit Filter dialog box by double-clicking on the filter you want to edit). Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed. Remove All: Deletes all filters listed except the All Calls filter. You are prompted for a confirmation before the filters are removed. REALVIEWER NOTE: If you remove all of the filters, tiles are reverted to the All Calls filter. Call Center User Guide Copy: Copies the current filter and immediately includes it in the filter list. The name of the copied filter is the same as the original filter except it includes (Copy) after the name. For example, a copy of the Sales filter would result in Sales (Copy). Each of these options is described in detail in the following pages. 51

REALVIEWER Adding a New Filter To add a filter: 1. Open the Filter Manager, and select Add. Or, you can click the Add Filter button ( ) in a tile s caption. The Add New Filter screen displays. 2. Select the tab corresponding to the information you want to use as the filtering parameters. Your options are as follows: General Direction & DID Duration Call Status Information Call Route ACD Hunt Groups Transferred Calls 3. Program the information for the selected tabs, as described in the following sections. 4. Click OK when finished, or click Cancel to exit without saving changes. If you added a filter through the Filter Manager, you are returned to the Filter Manager screen. If you added a filter using the tile buttons, you are returned to the Real- Viewer screen. 52 RealViewer

General This page allows you to create a filter for calls on certain extensions or agent devices and includes the following fields: Filter Description: Enter a unique description of the filter. This will be displayed in the Filter Manager and on any tile s caption that uses the filter. The description should provide enough information so you can easily identify what the filter displays. Extensions To Filter On: Enter a comma-separated list of extensions to include in the filter. Any calls that ring, are answered, or terminate at one of these extensions will be included in the filter. You can also use the drop-down list to select extensions, which are intelligently added to or removed from the list. The list you enter can include ranges or individual extension items. For example, if you entered 200-204,207,209, the filter would include extensions 200, 201, 202, 203, 204, 207, and 209. Agents To Filter On: Enter a comma-separated list of agents to include in the filter. Any calls that ring, are answered, or terminate at one of these agents will be included in the filter. You can also use the drop-down list to select agents, which are intelligently added or removed from the list. The list you enter can include ranges or individual agent items. For example, if you entered 4000-4002,4004, the filter would include agents 4000, 4001, 4002, 4004. Calculate statistics by trunk line: Calculates statistics by modeling calls on the trunk line where the call was active, ignoring transferred calls in the calculation. For example, a call that rang at group 1000, was answered at extension 210, and transferred to group 10001 would be considered one call. Select this option when you want to know the actual call traffic entering the phone system from the telephone company (e.g., to measure how many calls have originated through DID numbers or from different sets of trunk lines). Calculate statistics by device: Calculates statistics by modeling calls on devices (extensions, agents, or hunt groups) on which the call was active, and includes transferred calls in the calculation. For example, a call that rang at group 1000, was answered at extension 210, and transferred to group 1001 would be considered two calls: one that initially rang 1000 and one that rang 1001. Select this option if you want to measure the number of calls that alerted a particular hunt group or extension. REALVIEWER NOTE: If Call Segmentation is disabled in Server, this option will have no affect, and the filter will be calculated as if Calculate statistics by trunk line had been selected. Call Center User Guide 53

Direction & DID This page allows you to filter calls based on whether they are inbound or outbound and the DID number used for inbound calls. To filter based on inbound calls, select Inbound Calls and complete the following fields in the Inbound Calls Only section: Direct Inward Dialing (DID): Use this combo box to select which DID digits and associated DNIS description you want included in the report. You can specifically choose one DID number from the combo box, or you can specify more than one DID number by separating individual DIDs using a comma (,). You can also specify a consecutive range of DID numbers by specifying the starting and ending DID numbers, separated by the hyphen (-). For example, 4210-4213,4230,4233 is a valid entry. REALVIEWER NOTE: The entire DID telephone number may need to be entered in this field (e.g., 4809619000, 4809619100, etc.). Caller ID: Specifies whether calls with Caller ID are to be included or excluded. Yes includes only calls where Caller ID is received; No includes only calls where Caller ID is not received; and All includes both cases. Direct Dialed Only?: Click Yes to only include calls which are directly dialed. Click No to only include calls which are not directly dialed. Click All to include calls regardless of whether or not they are directly dialed. Call Cost: Select a comparison type for the call type. For example, to report call costs that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in the adjacent field. The call cost is always entered in the main currency unit of $0.00. To enter fraction of a currency unit, such as $.50, enter 0.50. NOTE: Using the = comparison for call cost is not advisable. Computers often store numbers carried out to different decimal places (e.g., 0.50 may be stored as 0.499999999). If this occurs, the equivalence operator will not work because.4999999 does not equal.50. Use >= or <= where appropriate instead. Also, call costing calculations are based on limited data input and therefore may differ from the actual call charges made by the telco. Cost Group: Select the cost group that you want to use as a filter. A cost group includes Local, National, International, etc. 54 RealViewer

NOTE: The Call Costs section is disabled for the RealViewer and Reporter Real-Time modules. To filter based on outbound calls, select Outbound Calls. All other fields are disabled (grayed-out). To filter based on inbound and outbound calls, click All. All other fields are disabled (grayed-out). Duration This page allows you to filter calls based on how long the call has been ringing or active and includes the following fields: Ring Time: Filters calls based on how long they have been ringing (or how long they rang). Use the drop-down box to select how you want to filter the call s ring time. To only include calls that are ringing for longer than a specified time, select >=. To only include calls that are ringing for less than a specified time, select <=. Then specify the ring time that you want to use for comparison. The time can be entered as either?h?m?s, or as hh:mm:ss. Valid examples include 5m or 05:00 for 5 minutes, 15s or 00:00:15 for 15 seconds, etc. This filter is affected by the Yes, this device is treated as not yet answered and Yes, this device is treated as not having rung flags in Server. Talk Time: Filters calls based on how long the call was actively connected (i.e., from the time the call was answered to the time it was terminated or diverted/ transferred from the device). Use the drop-down box to select how you want to filter the call s talk time. To only include calls that are connected for longer than a specified time, select >=. To only include calls that are connected for less than a specified time, select <=. Then specify the talk time that you want to use for comparison. The time can be entered as either?h?m?s, or as hh:mm:ss. Valid examples include 5m or 05:00 for 5 minutes, 15s or 00:00:15 for 15 seconds, etc. This filter is affected by the Yes, this device is treated as not yet answered and Yes, this device is treated as not having rung flags in Server. REALVIEWER Call Center User Guide 55

REALVIEWER Total Time: Filters calls based on how long the call has been active (i.e., since it started ringing) regardless of whether or not it has been answered. Use the dropdown box to select how you want to filter the call s total time. To only include calls that are active for longer than a specified time, select >=. To only include calls that are active for less than a specified time, select <=. Then specify the total time that you want to use for comparison. The time can be entered as either?h?m?s, or as hh:mm:ss. Valid examples include 1h or 1:00:00 for 1 hour, 34m 27s or 00:34:27 for 34 minutes 27 seconds, etc. This filter is affected by the Yes, this device is treated as not yet answered and Yes, this device is treated as not having rung flags in Server. Total Hold Time: Filters calls based on the time that they spent on hold. First select whether you wish to include calls that were on hold for longer than a given time (>=) or less than a given time (<=). Then specify the duration to compare against. Durations can be entered as hh:mm:ss or as?h?m?s. For example, 00:01:30 is the same as 1m 30s or 90s. Call Started Between: This will filter calls based on a specified start and end time, calculating the statistics only for calls that started within this range. Enter the start and end times in your regional format (e.g., 08:00 or 8:00:00 AM ). Filtering by time only affects historical call summary statistics, such as Inbound Calls Answered and Total Talk Time, and time-based agent statistics including% Free Time. It will also be used to filter similar statistics in the Extension, Agent, and Trunk List tiles (Reporter Real-Time only). It does not, however, affect realtime statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time Now. NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter modules. 56 RealViewer

Call Status This page filters calls based on their status and/or whether or not the call information was identified by the Server. This contains the following fields: Answered Calls?: Click Yes to only include answered calls in the filter. Click No to only include unanswered calls in the filter. Click All to include calls regardless of whether or not they are answered. This filter is affected by the Yes, this device is treated as not yet answered and Yes, this device is treated as not having rung flags in Server. Call Identified?: Click Yes to only include calls that have been matched against the Server (CTI Server) Import. Click No to only include calls that have not been matched against the Server Import (these calls would normally appear as New Contact! in Reporter Real-Time or CallViewer). Click All to include calls regardless of whether or not they have been matched against the Server Import. Call on Hold?: Click Yes to only include calls that are currently on hold. Click No to only include calls that are not currently on hold. Click All to include calls regardless of whether or not they are on hold. Trunk Lines: Enter a comma-separated list of trunk lines to include in the filter. Any calls occurring on one of the trunk lines will be included in the filter. You can also use the drop-down box to select trunk lines, which are intelligently added to or removed from the list. The list you enter can include ranges, or individual trunk lines. For example, if you entered 94193-94194,94196, the filter would include trunk lines 94193, 949194, and 94196. Last Account Code Entered: Includes any calls where the last account code entered matches the list of account codes. Enter a comma-separated list of account codes to include in the filter. For example, entering 666,777,888,999 would include any calls with an account code of 666, 777, 888, or 999. REALVIEWER NOTE: The Calls on Hold? option will only affect currently active calls, as historical calls will normally not be on hold. Call Center User Guide 57

Information NOTE: Call Center only stores the first Server Import field in the historical call database. Filtering on other fields from the Import will only affect currently active calls. REALVIEWER This page allows you to filter calls based on the telephone number or the various fields of the CTI Server (Server) import and includes the following fields: Telephone No.s: Enter a comma-separated list of telephone numbers to include in the filter. Wildcard can also be used in the filter (e.g., 480* or *602 ). This type of filter will filter telephone numbers that call in or dial out. To only include people calling in from a number in this list, you should filter on Inbound calls only in the Direction & DID page. Import Field 2 to Import Field 6: Enter a comma-separated list of a string to include in the filter. Wildcard can also be used in the filter. The meaning of the filter depends on what data is being imported into Server. Usually, Import Field 2 is the name of the company calling; so, Import Field 2 could be filtered on Alpha* to include calls from companies such as Alpha Beta Gamma Ltd or Alphacentauri Industries PLC. To see what data you can include in an Import Field filter: 1. Click the ellipsis (...) button next to an appropriate filter field. The Database Query dialog box displays. 2. Enter the information for which you want to search (e.g., to search for a company called ABC Company, enter ABC Company ). NOTE: If you do not get any results when running a query, the database may include spaces before the record information. Try inserting a space or a wildcard (*) before the first letter (e.g., *ABC Company ). ALSO: You can use a wildcard (*) with a partial name to search for a match (e.g., AB* will return ABC Company and any other records starting with AB ). 58 RealViewer

3. Click Query. The application will query the information stored in the CTI Server and display any matching information in the window. 4. Enter the information for the desired record in the text box. To include multiple records, use wildcard (*) combinations (e.g., ABC *). 5. Click OK to save the record information to the filter, or click Cancel to exit without saving changes. You are returned to the Add New Filter screen. NOTE: The Database Query feature will not work unless you have successfully performed a Telephone Number import to the CTI Server. Call Route This page allows you to filter calls based on miscellaneous call elements and includes the following fields: Call First Rang At Extension/Group: Includes any calls that rang at an extension or hunt group specified in the list. Enter a comma-separated list of extensions to include in the filter. You can also use the drop-down list to select extensions, which are intelligently added to or removed from the list. The list you enter can include ranges or individual extensions. For example, if you entered 200-204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206. REALVIEWER NOTE: This is the recommended field to use when creating filters for hunt groups (see ACD Hunt Groups on page 60). Call Answered On: Includes any calls that are answered at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter. You can also use the drop-down list to select extensions, which are intelligently added to or removed from the list. The list you enter can include ranges or individual extensions. For example, if you entered 200-204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206. This filter is affected by the Yes, this device is treated as not yet answered and Yes, this device is treated as not having rung flags in Server. Call Center User Guide 59

REALVIEWER Call Currently On: Includes any calls that are currently on or that were finished at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter. You can also use the drop-down list to select extensions, which are intelligently added to or removed from the list. The list you enter can include ranges, or individual extensions. For example, if you entered 200-204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206. Call First Rang At/Dialed By: Includes any calls that rang at or were dialed by an agent specified in the list. Enter a comma-separated list of agents to include in the filter. Or, use the drop-down list to select agents, which are intelligently added to or removed from the list. You can also include ranges or individual agents. For example, if you entered 200-204,206, the filter would include agents 200, 201, 202, 203, 204, and 206. Call Answered On: Includes any calls that are answered at an agent specified in the list (see the previous Call Answered On information for details). Call Currently On: Includes any calls that are currently on or that were finished by an agent specified in the list (see the previous Call Currently On information for details). ACD Hunt Groups This page allows you to filter calls based on agents, extensions, or agent statistics that are logged in or out of specific ACD Hunt Groups and affects what is displayed in the list tiles wherever agent statistics are displayed. This contains the following fields: Hunt Groups: Enter the ACD Hunt Groups to which the list will be restricted. Each hunt group should be separated by a hyphen (-). Or, you can use the drop-down list to select and deselect hunt groups. NOTE: Entering a hunt group pilot number in the ACD Hunt Groups tab will filter agent statistics only. To filter for other statistics, enter the hunt group pilot number in the appropriate field under the Call Route tab. Show Devices Logged In To These Groups: Select this option to only display agents who are logged into the selected hunt groups in the list. Show Devices Not Logged In To These Groups: Select this option to only display agents who are not logged into the selected hunt groups in the list. 60 RealViewer

Transferred Calls The Transferred Calls page allows you to filter calls based on the transfer origination or destination extension/group. NOTE: To use this type of filter, Call Segmentation must be enabled in the Call Center Suite Server. This page includes the following fields: Calls diverted/transferred/recalled/ overflowed from hunt group or extension: Enter a comma-separated list that indicates the group(s) and/or extension(s) that transferred the call to another destination. Or, use the dropdown list to select the devices. You can also use a hyphen to enter a range of devices. For example, entering 1000,1002-1003 would filter calls that were transferred from 1000, 1002, or 1003. Calls diverted/transferred/recalled/overflowed to hunt group or extension: Enter a comma-separated list that indicates the destination group(s) and/or extension(s) of the transfer. Or, use the drop-down list to select the devices. You can also use a hyphen to enter a range of devices. For example, entering 1000,1002-1003 would filter calls that were transferred to 1000, 1002, or 1003. Editing a Filter To edit a filter: 1. Open the Filter Manager by clicking the Filter Manager button ( ) or selecting Filter Manger from the main menu ( ). 2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter that you want to edit. 3. Click OK when finished, or click Cancel to exit without saving changes. Once you have completed editing a filter, any tiles that are using the filter will automatically update. REALVIEWER NOTE: You cannot edit the All Calls filter. Call Center User Guide 61

Removing a Filter To remove a filter: 1. Open the Filter Manager by clicking the Filter Manager button ( ) or selecting Filter Manager from the main menu ( ). 2. Select the filter that you want to remove, and click Remove, or select a range of filters and click Remove All. 3. At the prompt, click Yes to delete the filter or No to cancel the action. If you click Yes, the filter will be removed, and any tiles using the filter will revert to the default All Calls filter. NOTE: Once removed, the filter cannot be retrieved. REALVIEWER Applying a Filter You can apply a filter that you have previously created to any RealViewer Tile. To apply a filter: 1. Select the filter button ( ) on the top, right-hand corner of a tile. This will display a shortcut menu of available filters with the currently selected filter checked. 2. Select a filter to apply to the currently selected tile. There may be a slight delay while the filter change is processed. Each tile can have a filter applied, which will limit the statistics associated with the tile (e.g., calls for a particular DID number, agents in a particular group, etc.). 62 RealViewer

USING STATIONVIEWER Versions 3.1 and later include the StationViewer module. This module displays a Direct Station Select (StationViewer) list that allows you to quickly view the status of specific devices and to control calls from your desktop. To use this feature, the software security key on the Call Center Server must contain at least one StationViewer license. NOTE: If the StationViewer license is available but the window is not displayed, make sure you have enabled the license (see the User s Manual for details). StationViewer List When you activate the StationViewer license, the StationViewer list is automatically displayed to the left of the tiles (by default). Additional call control buttons are also included in the toolbar. Until you select the extensions to monitor (see page 67), the StationViewer list is blank. Once you have programmed the extensions, however, the window displays StationViewer buttons, one for each device. StationViewer Buttons StationViewer Toolbar Buttons REALVIEWER StationViewer Window The following sections describe the StationViewer list components. Call Center User Guide 63

REALVIEWER StationViewer Buttons The StationViewer buttons indicate the current status of the associated extension and are displayed within the StationViewer list. To depict the state, each StationViewer uses three different methods: the lamp indicator, icon, and tooltip. The lamp (or bulb) indicator is lit a different color, depending on the status of the extension. For example, in the above illustration, the StationViewer button for extension 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colors are configurable for busy, DND, alerting, and idle, as described on page 68. The tooltip is displayed when you pause the mouse pointer over a StationViewer button. Each tooltip provides detailed information about the associated extension, including the following: Device: Indicates the extension number of the device. Description: Displays the description for that device as programmed in the phone system. This is usually the username. On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description (username) of the caller. DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME). FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the type of forward is displayed (e.g., ALL CALLS). NOTE: You can also use the StationViewer buttons to handle calls associated with the StationViewer extensions (see page 69 for details). 64 RealViewer

StationViewer Toolbar Buttons The StationViewer toolbar buttons perform specific call control functions at your extension. To use these buttons, you must select your extension in the Call Control tab of the Configure View screen (see step 6 on page 73). See page 69 for a list of the StationViewer buttons and page 69 for details about using these buttons. The icon is displayed next to the lamp indicator and provides a graphical depiction of the extension s current status. The following table lists the various icons and their associated meanings. Icon Indicates An inbound call is alerting this station. An outbound call is being made at this station. A call is currently connected to this station. A call is currently on hold at this station. A call that was answered at this station is currently on hold. This extension is idle. REALVIEWER This extension has gone off-hook. This extension is not known to the system. Call Center User Guide 65

Program StationViewer Devices and Colors To view devices in the StationViewer list, you must program specific extensions to be displayed in StationViewer buttons. You can then program the different bulb colors that are associated with the status of the extension. NOTE: The RealViewer StationViewer displays extensions only. To view agents, you need Reporter Real-Time with the Pro license (see Chapter 7 Reporter Real-Time). To program StationViewer devices and colors: 1. Right-click in the StationViewer list and select Properties. The following screen is displayed. REALVIEWER 2. Select the appropriate tab to program devices and/or bulb colors. You have the following options: General StationViewer Bulb Colors 3. Click OK when finished or click Cancel to exit without saving changes. You are returned to the main screen. Each of the available tabs is described beginning on page 68. 66 RealViewer

General Tab The General tab displays a list of the currently monitored devices, each of which is associated with a StationViewer button. In this tab, you can add, remove, and move devices using the following command buttons: Add: Displays a menu containing available devices and their associated descriptions. Selecting a device automatically adds it to the end of the list. At the bottom of the menu, there is a menu item called Range. Selecting this item opens a dialog box that allows you to enter a list of extensions to be added to the StationViewer list. You can include ranges or individual extension items. For example, if you entered 200-204,207,209, the StationViewer list would include extensions 200, 201, 202, 203, 204, 207, 209. NOTE: Devices that are added to the list are automatically removed from the Add menu. This ensures you do not add the same device more than once to the StationViewer list. Remove: Removes device(s) from the list. Because the device is not permanently deleted from the Add menu, you are not prompted for a confirmation. Move Up/Down: Moves the selected device up/down in the list. If you move more than one device at a time, the selected devices are kept in the same order relative to each other. The order of the extensions displayed in this list is the order that the extensions are displayed in the StationViewer list. REALVIEWER NOTE: You can remove/move more than one extension at a time. To select extensions that are displayed next to each other, hold down the SHIFT key while selecting the first and last extension you want to highlight. To select extensions that are not listed consecutively, hold down the CTRL key while making your selection. Call Center User Guide 67

StationViewer Bulb Colors Tab The StationViewer Bulb Colors tab is shown below. REALVIEWER The StationViewer Bulb Colors tab displays the selected colors for the StationViewer lamp. For easy identification, you can modify the bulb color for the following states: DND Color: Specifies the bulb color for a device that is in Do-Not-Disturb (DND). Busy Color: Specifies the bulb color for a device that is currently on a call. Alerting Color: Specifies the bulb color for a device that is currently ringing. Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or alerting. To define the bulb colors, use the drop-down list to select the desired color. When you click OK, the StationViewer buttons in the window automatically update to reflect the new colors. 68 RealViewer

Control Calls with the StationViewer With the StationViewer license, you can control calls at your extension and access certain call control features at extensions associated with a StationViewer button. This allows you to make, receive, pickup, and transfer calls from your desktop. To access these features, use the StationViewer and/or toolbar buttons, as described in the following sections. NOTE: Before using the Call Control functionality, you must specify your extension in the Call Control page in the Configure View screen (see step 6 on page 73). Using the StationViewer Buttons The StationViewer buttons allow you to make calls to, pickup calls at, and transfer calls to a StationViewer extension. To access these features, click the desired StationViewer button. A menu appears with the following options: Call now: Select this option to make a call to the StationViewer extension. Pickup call: Select this option to pickup (reverse transfer) a call that is currently alerting the StationViewer extension. Blind transfer to: Select this option to transfer a call that is currently connected to your extension to the StationViewer extension. When selected, the call is automatically connected to the StationViewer extension, regardless of its current state. Inquiry transfer to: Select this option to perform an announcement transfer. When selected, the call at your extension is placed on hold, and another call to the StationViewer extension is initiated. Once you have connected to the Station- Viewer extension, you can either click the Complete Transfer ( ) button to complete the transfer or click the Hold/Retrieve ( ) button to cancel the transfer and retrieve the call. REALVIEWER NOTE: The available options will differ based on the current state of the StationViewer extension and your extension. Using the Toolbar Buttons The StationViewer toolbar buttons allow you to control calls at the extension programmed for call control (see step 6 on page 73 for details). With these buttons, you can answer calls, place calls on hold, and complete transfers from your desktop. See page 65 for a list of the toolbar buttons and their associated actions. Call Center User Guide 69

CUSTOMIZING REALVIEWER REALVIEWER RealViewer has several configurable options, including the appearance of the Real- Viewer, that are applied globally to the application. To configure the application to suit your needs: 1. Select the Options button, or select Options from the main menu ( ). The Configure View screen displays. 2. Complete the following fields in the General tab: Only show the titlebar when the mouse is over the window: When this option is checked, the titlebar and toolbar will disappear from the main window if the mouse is not positioned over the window. Keep the window on top of all other windows: When this option is checked, RealViewer will always remain on top of all windows, regardless of which window is active. This allows you to always keep in touch with activity on the telephone system, no matter what you are doing on the computer. Tile As A Grid: Automatically arranges tiles in an n x n grid when you add a tile or resize the window (see page 47). Tile In Columns: Automatically arranges tiles in one row with one column for every tile, similar to an n x 1 grid (see page 47). Tile In Rows: Automatically arranges tiles in one column with one row for every tile, similar to a 1 x n grid (see page 48). Tile In Best Fit: Automatically arranges and sizes tiles based on the available window space. If subsequent tiles are added, however, the window adjusts to accommodate the new tiles (unless the window is maximized). (see page 48). NOTE: If this mode is enabled and you manually adjust the size of the window, the window snaps to the next best size that accommodates the displayed tiles. The window, therefore, may not resize accordingly when you use the mouse to modify it. 70 RealViewer

3. Select the Account Codes tab. This page allows you to summarize historical calls by the account code. It automatically does this for four account codes, enabling you to graph the number of times these account codes were entered. Complete the following fields: Account Code #1 to #4: Enter each of the four account codes that you want to summarize (one per field). By default, the account codes are set to 666, 777, 888, and 999. Account Code Caption #1 to #4: Each account code you are summarizing can have a caption, which is displayed by the tile when viewing this statistic. The caption you enter should uniquely identify the type of summarized account code. By default, the captions are set to Code 1, Code 2, Code 3, and Code 4. NOTE: If you want to summarize more than four account codes, filter by account code instead. 4. Select the Service Levels tab. This page allows you to set levels for summarizing ring times and specify a service level, indicating how quickly calls should be answered (i.e., within 10 seconds or less). Complete the following fields: Answer Times: Use the Duration #1 to #6 fields to set the ring times to summarize. For each ring time, four statistics will be generated: number of calls answered, percentage of calls answered, number of calls abandoned, and percentage of calls abandoned. Service Level: Use this field to set the time frame within which all calls should be answered. This is used to calculate the% Service Level statistic the percentage of calls answered within the service level time. REALVIEWER NOTE: All times on this page can either be entered as?h?m?s or as hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute 15 seconds, etc. Call Center User Guide 71

REALVIEWER 5. Select the Durations tab. Complete the following fields: Call Rate Period: This field is used to calculate how many calls to include in the following Call Rate statistics: Inbound Call Rate, Outbound Call Rate, Abandoned Call Rate, and% Service Level. The Call Rate statistics are the number of a certain type of call that occurred within the last number of minutes. The time period used to evaluate the statistics is set by entering a value for the Call Rate Period, which defaults to half an hour (30 minutes). Short Call Level: This field is used to determine which calls are short calls and, therefore, less likely to be business-generating calls. Enter the time period that you want to define as a short call. The default is 20 seconds. Quick Abandoned Calls: Select Ignore abandoned calls that rang for less than and then enter the length of time that a call must ring before it is not ignored. For example, if you want to ignore all abandoned calls that rang for less than five seconds, you would enter 5. This feature allows you to ignore calls that were abandoned very quickly. Normally, an abandoned call will reduce your service level because it is counted as a call that was not answered within the specified time. With this option enabled, calls that rang for less than the Quick Abandoned Time are considered as answered when calculating the service level. NOTE: No other statistics are altered by this setting. It does not change any answered or abandoned statistics. It only affects the service level statistic. ALSO: All times on this page can either be entered as?h?m?s or as hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute 15 seconds, etc. 72 RealViewer

6. Select the Call Control tab. The Call Control page allows you to specify your extension for call control. Once you have selected your extension and have clicked OK, you can handle calls using the StationViewer or toolbar buttons (see page 69). NOTE: This page is not displayed unless a StationViewer license is enabled (see step 7). 7. Select the Licensing tab. The Licensing tab allows you to select the license that is used when connecting to the Call Center Suite Server. If you select an invalid license, the Server will deny the connection. You have the following options: RealViewer Only: Select this option to configure and view RealViewer tiles only. If selected, the StationViewer list is not available. StationViewer Only: Select this option to use the StationViewer features, including call control. If selected, the RealViewer tiles are not available. RealViewer and StationViewer: Select this option to enable both Real- Viewer tiles and the StationViewer feature. REALVIEWER NOTE: If you change a license from RealViewer Only to one with StationViewer, the Call Control tab does not automatically appear. You must first close the Configure View screen to allow the application to update the information for Station- Viewer. The next time you access the Configure View screen, the Call Control tab will be available. Call Center User Guide 73

REALVIEWER 8. Select the Tiles tab. This page lists all open tiles, allowing you to configure and rearrange the tiles. You can also use the various buttons to program tiles, as described below. Add: Creates a new tile, displaying its property sheet. This has the same affect as clicking the Add Tile button on the toolbar. See page 45 for details on programming the tile information. Remove: Removes the highlighted tile. You will be prompted for a confirmation, as removing the tile cannot be undone. Properties: Edits the properties of the highlighted tile. This is equivalent to double-clicking a tile on the Tile Area. Rename: Allows you to rename the highlighted tile. Once you have selected this button, you can type the new name over the existing name in the tile list. The changes will take affect immediately. Move Up/Down: Moves the highlighted tile up/down in the list. It will also affect the order that RealViewer uses when arranging tiles. Remove All: Removes all tiles from the tile area. You will be prompted for a confirmation, as this option cannot be undone. NOTE: Because the options in the Advanced tab can affect the performance of your computer, do not change them. 9. Click OK when finished, or click Cancel to exit without saving changes. 74 RealViewer

Reporter Reporter Basic, Reporter, and Pro are used to run historical reports on call and agent activity information, which is stored within a database on the CTI Server (Server). These reports can be run by specifying various criteria (e.g., reports can be filtered by Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost, etc.). In addition, when Reporter is installed on a computer, Reporter Real-Time, which provides real-time call and agent reporting, is also installed. STARTING REPORTER To start Reporter: 1. Select Programs from the Windows Start menu. 2. Select the Inter-Tel Call Center Suite sub menu. 3. Select Reporter and then the Reporter menu item. After a short wait, Reporter will start. CONFIGURING REPORTER If this is the first time Reporter has been run after installation, Reporter will ask for the following options to be configured: Local Dial Codes: Enter all the dial codes marked loc, separated by a comma (,), and click Next. To obtain a list of local dial codes applicable in the Customer s area, consult the customer s local domestic telephone directory. The codes are usually listed under heading Local Calls From Your Phone within the Call Charges section. Attachment To The CTI Server (Server): Click OK, and click OK again in the next window. If the network configuration on the supervisor s computer is correct and Server has already been appropriately configured, Reporter should automatically connect to the CTI Server. Auto Reporter Site: This page appears if you have Internet Information Server (IIS) or Personal Web Server installed on your computer and the application detects it. This allows you to create an Auto Reporter site using the default settings. REPORTER NOTE: The call costing functionality provided by Reporter is based on limited information provided by telcos. Additionally, carriers can update their tariffs at any time. For this reason, changes in tariffs or network carrier discounts cannot always be reflected. You can modify these configurations at any time while running Reporter. See the Menu section on page 82 for details. Call Center User Guide 75

REPORTER WINDOW When you start Reporter, the main window is displayed, as shown below. Titlebar Toolbar Report List Report Window REPORTER This screen contains the titlebar, toolbar, report list, and report window, as described in the following sections. Report List The report list is available in the left side of the main window. This area displays all reports based on categories, such as Default Reports, My Reports, etc. The current status of each report is also displayed based on the icons described in the following table. ICON MEANING INDICATES Report Ready The report has been completed or canceled, or the report has not been run yet. Report Saved Report Running Report Pending Report Not Licensed The report has already been run, and the historic report data will be used to display the report. The report will not be run again. The report is currently being processed. The report is queued for processing. Only one report can be processed at a time (subsequent reports are queued). The current license that Reporter is using is not valid to run the specific report. 76 Reporter

While in this area, you can double-click a report to automatically run the report (by default, the report is based on today s statistics). You can also right-click on a report to display a shortcut menu, which provides access to various actions as described in the following table. ICON MEANING FUNCTION Run/Refresh Runs the report or refreshes an already open report. View Saved Report Loads the saved report. Export E-Mail Publish Print Exports the report to different file formats (some may require the Auto Reporter license). E-mails the report as an attachment. The Auto Reporter license is required for this feature. Publishes the report to the Internet. The Auto Reporter license is required for this feature. Prints the report. Print Preview Toggles the report between list mode and preview mode. N/A Duplicate Creates a copy of the report. Delete Information Properties Deletes the selected report. Displays the Report Information dialog box (see page 100). Displays the report s properties. REPORTER New Report Creates a new report. NOTE: Many of these options are also available in the toolbar of the main window. Call Center User Guide 77

Report Window The report window displays all reports that are currently open. Report Title Information Display Toolbar Tabs REPORTER This window consists of the following elements: Report Title: Displays the name of the open report. Information Display: Displays various information for each report. Filter: Indicates the filter that was used to generate the report. Dates: Displays the time frame for which the report was run. Last Run At: Indicates the data and time that the report was last run. If you refresh the report, this will update to the current date and time. Items (seconds): Displays the total number of items in the report, followed by the time it took to generate the report. You can hide this information by clicking the up arrow in the toolbar. 78 Reporter

Toolbar: Provides quick access to some common features associated with reports, as described in the following table. ICON MEANING FUNCTION Expand Date Range Filter Menu Close Toggles the report information between expanded and collapsed mode. When collapsed, only the report name is displayed. When expanded, the information display is shown. Displays a menu of common date ranges that you can quickly apply to the current report. Displays a menu of available filters that you can quickly apply to the current report. Closes the current report. Tabs: Displays the report indicated by the tab name. One tab will appear for each report that has been run. NOTE: You can press F12 to activate the report window, or you can press CTRL + F12 to close the report list and have the report window occupy the entire main window. You can also double-click the report caption to toggle between displaying or not displaying the report list. When the report information is expanded, the filter that is applied to the report, the report s date range, the time the report was run, the number of records, and the time it took to run the report are all displayed. In addition, each report has two view modes: List Mode: Displays the report as several individual items. You can select these items and use the scroll bars to scroll across the range of the report. This is the default mode for a report. Preview Mode: Displays the report as it would appear in print. In this mode, you cannot select items, and the scroll bars only scroll around the current page. REPORTER Call Center User Guide 79

In either mode, you can right-click the report to display the report window menu or use the main toolbar buttons as described in the following table. ICON MEANING FUNCTION Show Details Displays the call detail report for the selected call. Copy Show Summary Copies the report s data to the clipboard for pasting into other applications. Displays the call summary report for the displayed report. REPORTER Titlebar In addition, the following options are available in the shortcut menu (see page 77 for more details): Refresh E-Mail Publish Print Print Preview Information Properties Close The titlebar is the rectangular region at the top of the application window. This displays the application name and contains the standard windows buttons for minimizing, maximizing, and closing applications. 80 Reporter

Toolbar The toolbar allows you to perform various actions that apply to the application or to the displayed report. The available toolbar buttons are described in the following table. Button Description Displays the main menu where you can access most commands (see page 82). Displays the Add/Edit Report dialog for adding reports (see page 85). Toggles the report list on and off. This icon is recessed when the report list is visible. Displays the Filter Manager for creating and editing filters (see page 101). Displays the Tariff Manager for creating and editing tariffs (see page 105). Displays the Options dialog box (see page 75). Displays the Network Settings dialog box (see page 83). Refreshes the open report s data. Calculates a summary of the calls displayed in the open report. This Call Summary report is then displayed as a separate report (see page 98). Copies the open report s data to the clipboard (see page 95). Displays the report in print preview mode (see page 96). Prints the displayed report to the default printer. REPORTER Opens the Export Wizard that enables you to export the open report (see page 113). You can also click the arrow to display a menu of other wizards, including e-mail and publish. This button displays the icon for the last wizard you used. Displays the Auto Reporter menu, which allows you to configure the Auto Reporter schedules (see page 129). Launches Reporter Real-Time (see the next chapter). Call Center User Guide 81

REPORTER Main Menu To access the main menu, click the main menu icon ( ) on the toolbar. The following options are displayed: New Report: Displays the Add/Edit report dialog, allowing you to add or edit reports (see page 85). This is the same as clicking the button in the toolbar. Import: Launches the Import Wizard for importing information (see page 121). Options: Displays the Options dialog which allows you to configure Reporter. This is the same as clicking the button in the toolbar. Network Settings: Displays the Network Settings dialog (see page 83). This is the same as clicking the button in the toolbar. Events: Displays the Event window that allows you to view specific information (see the User s Manual). Page Setup: Allows you to specify the page information for displaying/printing the reports. Print: Displays the standard Print dialog that allows you to select the destination printer. Print Preview: Displays the open report in print preview mode. This is the same as clicking the button in the toolbar (see page 96). Help Topics: Displays the on-line help contents. Getting Started: Displays the startup screen that provides quick access to various topics. About Reporter: Displays information about the version of Reporter you are running. It also includes information about licenses, archive times, etc. Exit: Closes Reporter. 82 Reporter

Network Settings For the product to obtain real-time call data from Server, it must be able to locate a CTI Server (Server). To do this, select the Network option from the main menu or click the Network option button ( ). The Network Settings screen is displayed. To configure the network settings, you must first select a protocol. Your options are NetBIOS (for use with IP/ IPX or NetBEUI) or TCP/IP (for a direct IP connection). (If you don t know which protocol to use, ask your Network Administrator.) You can setup the CTI Server network either manually or automatically using this screen. NOTE: Only Server versions 2.51.0033 and later support direct communication using TCP/IP. ALSO: It is recommended that you use TCP/IP if installing any of the Call Center Suite of products for the first time. A direct TCP/IP connection is faster and easier to diagnose. Automatic Configuration REPORTER NOTE: You must select a protocol before you can use the Automatic Configuration option. To automatically configure the Server, click Auto Configure. The product will automatically attempt to find a CTI Server (Server) on the network. Once Reporter has found a CTI Server, and the information in this screen is updated, click OK to exit this screen and save the changes. To cancel unwanted changes, click Cancel. NOTE: The product will automatically go into the self-configuration mode on startup either if it has just been installed or if it is unable to find a Server. Call Center User Guide 83

REPORTER Manual Configuration To manually setup the CTI Server network information for TCP/IP: 1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1. 2. Select the TCP/IP port used for communicating with Server. 3. Enter the location of the CTI Server (Server) database. This path can be in UNC form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g., Z:\). To browse for the database path, click the ellipsis (...) button. 4. Select Automatically retrieve the database path to ignore the Database Path field and have Server provide the database path when the network connection is established, if desired. 5. Click OK when finished, or click Cancel to exit without saving changes. To manually setup the CTI Server network information for NetBIOS: 1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1. 2. Select the available network protocol to use for communicating with the server. 3. Enter the location of the CTI Server (Server) database. This path can be in UNC form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g., Z:\). To browse for the database path, click the ellipsis (...) button. 4. Select Automatically retrieve the database path to ignore the Database Path field and have Server provide the database path when the network connection is established, if desired. 5. Click OK when finished, or click Cancel to exit without saving changes. NOTE: The network protocol you select must match the network protocol being used by the Server. 84 Reporter

Running Reports You can run a report at any time using the reports available in the report list window. In addition, you can either reload a previously saved report or run a new report. When you run a report, it is automatically saved to the report cache stored on your local computer. The next time you run that report, Reporter decides if the report data needs to be processed again or whether it can be read from the report cache. For example, if you have a call list report configured to display today s data, the report will always run using the latest data because today is always changing. If the report was configured to display yesterday s data and you ran the report at 9am, the report would be processed again to reflect all of yesterday s information. If, however, you ran the report again (before midnight when the date changed) and no new calls were handled, Reporter would use the information stored in the report cache. To run an existing report: EITHER, Double-click the report in the report list. OR, Select the report name in the report list and press ENTER. OR, Right-click the report name and select Run. To view a previously run report, right-click on the report name and select View Saved Report. NOTE: It takes longer to generate reports that were not previously run because Reporter must gather and analyze data from Call Center Server. Creating a New Report If the default reports that are available in the report list do not meet your needs, you can always create a new report and apply your own filters, statistics, etc. To create a new report: 1. EITHER, Click New Report ( ) in the toolbar. OR, Select New Report from the main menu. OR, Press ALT + N. 2. Configure the appropriate fields in the following tabs: General Tab Date/Time Tab Fields Tab Filter Tab Miscellaneous Tab REPORTER Call Center User Guide 85

3. Click OK when finished or click Cancel to exit without saving changes. If you click OK, the report is automatically run. REPORTER General Tab The General tab allows you to configure the report name and category and choose a template as a basis for your report. This page contains the following fields: Report Title: Enter a title to help you identify the report. Then use the dropdown box to select a category. Your options are Default Reports and My Reports. Report Category: Enter the name of the category that you want to use for storing the report. If you enter a new category name, it is automatically created when you run the report. This field defaults to My Reports. Report Type: Select the template you want to use for your report. You can choose from a number of Basic, Reporter, or Pro type report formats (see the User s Manual for a list of templates). The Basic type reports are always available while the Reporter or Pro type reports require the Reporter and Reporter Pro licenses (respectively). You can also select [Custom Report], which allows you to create a report without any settings defaulted. It is not recommended, however, that you create a custom report unless the available templates will not suit your needs. NOTE: Tooltips will display when your mouse is paused over a report format. These tooltips provide a brief description of what the template includes. Also, when a new report is added and you select a report format, the Call Statistics setting is automatically defaulted appropriately. In addition, the Call Statistics setting is defaulted for existing reports when Reporter is upgraded from a previous version. 86 Reporter

Date/Time Tab The Date/Time tab allows you to configure the range of dates over which the report will be run. NOTE: You can also change the date range of a report using the Date Range button ( ) on the report caption. This tab includes the following fields: Date/Time Range: Select the desired date range. You have the following options: Today: Runs the report for the current day. Yesterday: Runs the report for yesterday. This Week: Runs the report for this week. The first day of the week is taken from the regional settings in Windows. Last Week: Runs the report for the previous week. The first day of the week is taken from the regional settings in Windows. This Month: Runs the report for the current month. Last Month: Runs the report for the previous month. From Start Date to End Date: Runs the report between the two dates specified on the right, starting from the From Date/Time, and ending at the To Date/Time. For example, if you specify a From time of 8am and a To time of 5pm, the report will include all calls starting from the first day at 8am until the last day at 5pm. From Start Time to End Time: Runs the report between the two dates specified on the right, but only for the specified times on each day. For example, if you specify a From time of 8am and a To time of 5pm, Reporter will ignore any calls before 8am and after 5pm for every day that the report is run. Choose Range at Run Time: Displays the Date/Time page every time the report is run. This allows you to customize the date/time range every time you run the report. REPORTER Call Center User Guide 87

NOTE: The time is displayed in the hh:mm:ss format. You can either enter the time in 12-hour or 24-hour format. If you enter the time in 24-hour format, Reporter will automatically convert it to 12-hour format. Depending on which date range you choose, the date/time selectors will change on the right side. Note that when you choose From Start Date to End Date, the start time only affects the start date, and the end time only affects the end date. For all other date ranges, the start and end times are used to calculate the time period of each specified day. NOTE: You can also use the scroll bars or the ellipsis (...) button to select a particular time. Weekdays: Select the days of the week that you want considered in the report. By default, all days are checked. If you do not want a day included, click the day to remove the check mark. For example, remove the check marks for Saturday and Sunday to create a report that only displays data for weekdays. REPORTER Fields Tab The Fields tab allows you to select the fields that are included in your report. You can add and remove fields, change the order in which they are displayed, and change the sort order of each field. You can also apply a group field to the report data to create a Statistic report. This allows you to choose statistics for the report which are then summarized by the group field. The list on the left displays the currently selected fields to be displayed. Each element of the list contains a description of the field, how the field is sorted (if applicable), the position of the field, and the sort order (in brackets). You have the following options: 88 Reporter

NOTE: If you are creating a summary report, the group field is highlighted in blue. The group field must always be the first field in the report. You have the following options: Sort Buttons: The button at the left of each item displays the current sort order of this field, as described below. BUTTON DESCRIPTION This field is not sorted. This field is sorted in ascending order. This field is sorted in descending order. The number in brackets to the right of the field (e.g., [1]) indicates the sequence in which fields are sorted. For example, if the list displays No/ID [1] and Calls In [2], the list is first sorted based on the No/ID field and then sorted again based on the Calls In field while maintaining the integrity of the first sort. To change the sorting order, click the sort button of the field you want to sort and make your selection from the menu. Add: Allows you to add a field by displaying a menu containing various statistics. Selecting a statistic automatically adds it to the end of the list, using the defaults for that statistic (see the User s Manual for a list of possible statistics). Remove: Removes the selected statistic from the list. Because you cannot remove the statistic as an option in the Add menu, you are not prompted for a confirmation. Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other. REPORTER NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection. Call Center User Guide 89

Group By: Displays possible group fields that you can apply to the report. Select the field that you want to use (a check mark indicates the active group field). If you select a group field that requires additional configuration, such as Start Time, the Group Report By dialog, similar to the one below will appear. REPORTER You can edit these options for such group fields by double-clicking the field. By choosing a group field, you automatically create a statistic report; so, any fields that are currently selected that cannot be calculated in the statistic report are removed. Possible fields in this screen include the following: Interval: Enter the interval value and then select the desired units. For example, to specify an interval of every hour, enter 1 as the interval value and then select Hours as the unit. Only use the time, not the date, when grouping: Enable this option to group the statistics on time only, not the date. For example, a call that occurred at 8:47 on September 3 would be considered as a call at 8:47 and grouped as 8:30-9:00 if the interval was every 30 minutes. If you want to group on the date, leave this option unchecked. For example, the same call would be grouped as 8:30-9:00 on September 3. Order By: Allows you to select the sort order for the currently selected field. Depending on the current sort order, different menu options will appear that allow you to either add this field as a new field to sort on or to replace one of the existing fields that are being sorted. For every sort order, there is an ascending and descending menu option. You can also choose Don't sort if you do not want to sort this field. 90 Reporter

Filter Tab The filter tab allows you to specify certain calls to consider in the report (e.g., calls to the Sales Group or calls to mobile phones that cost more than a certain amount). The filter tab also allows you to configure how statistics are calculated, depending on the type of report you are trying to create. This page includes the following fields: Filter: Select a filter from the drop-down list. If the desired filter is not available, click Add to create a new filter (see page 103). Calculate Statistics by Trunk Line: Select this option to only consider the call based on the trunk line where it originated. If selected, the filter will not consider calls that are transferred between different devices. For example, a call that is answered at reception and then transferred to Sales is considered one call. Use this option when running reports for calls into or out of the telephone system that are grouped by telephone number or DID digits. Calculate Statistics by Device: Select this option to consider all segments of a call, whether transferred or not. For example, a call that is answered at reception and transferred to Sales is considered two calls. Use this option when running reports for calls to groups or devices. REPORTER NOTE: Call Segmentation must be enabled on Call Center Server to calculate statistics by device. You can still choose this option if Call Segmentation is not enabled, but calls will be calculated as if Calculate Statistics by Trunk Line was selected. Other Filter Options: Select any additional filter options you want to apply to your report. The available options will change based on the template you selected in the General page. Possible filter options include: Only process inbound calls: Select this option to only consider inbound call segments. If you apply a filter that filters outbound calls only, you will filter out all calls. Call Center User Guide 91

REPORTER Only process outbound calls: Select this option to only consider outbound call segments. If you apply a filter that filters inbound calls only, you will filter out all calls. Only process answered calls: Select this option to only consider answered call segments. If you apply a filter that filters unanswered calls only, you will filter out all calls. Only process calls that were never answered: Select this option to only consider the last call segment where the call was not answered (abandoned). If you apply a filter that filters answered calls only, you will filter out all calls. Only show un-returned abandoned calls (call lists only): Select this option to convert a normal call list report into an un-returned abandoned call list report. This report will only display abandoned calls that have not subsequently called again and that have not been called back and answered. Only process trunk to trunk call transfers: Select this option to only consider call segments that were transferred to or from an external number. For example, if a customer calls reception and is transferred to their account manager s mobile phone, both the call from the customer and the call to the account manager will show up as trunk-to-trunk call transfer segments. Only process outbound calls that have been dialed incorrectly: Select this option to only consider outbound calls that have not been dialed correctly. If you also choose a filter that only considers inbound calls or answered calls, you will filter out all calls. An incorrectly dialed call is an unanswered call that did not contain enough digits to be a telephone number. Only process outbound calls to services: Select this option to only consider outbound calls to services (e.g., the operator, directory inquiries, etc.) If you also choose a filter that only considers inbound calls, you will filter out all calls. 92 Reporter

Miscellaneous Tab The Miscellaneous tab allows you to configure several other report settings, such as how the report appears on screen and which tariff is used when calculating call costs. This page includes the following fields: Tariff: Select the tariff that will be used to calculate call costs. A report can only use one tariff at a time when calculating call costs. You can choose a particular tariff for this report to use or select the [Use default] option. When the default option is selected, the report will use whichever tariff is currently configured as the default tariff (see page 112). This tariff will also override any tariffs assigned to individual trunk lines. NOTE: You can use this feature to compare tariffs by duplicating a report and applying a different tariff to the duplicate. You will then have two copies of the same report with different tariffs for each, allowing you to compare the cost of your calls. Always show the same record groups in the report: Select this option to display all rows of data, regardless of whether or not there are any statistics to display for that. For example, if extensions 200 and 202 have recently made calls but extension 201 hasn t, 201 will still appear in the report even though there is no data for it. If this option is not selected, 201 is removed from the report until it experiences activity applicable to the report. When grouping by time, the report will include all time periods in the given range. This can lead to a very large report if you apply this option when summarizing statistics for every half hour over three months because it will create 48 records a day for 90 days. Keep the first field visible at all times: Select this option to lock the first field of the report to the left edge of the report window. This keeps the first field visible as you scroll through the report. REPORTER Call Center User Guide 93

Use a saved copy of the report if the underlying data hasn't changed: Select this option to have Reporter read from the report cache if the report was previously run and the information has not changed. By default, this option is checked and all reports are saved to the report cache and reloaded when necessary. If you disable this option, the report is always recalculated and never read from the cache. It is not recommended that you leave this option enabled. Highlight this report in the Report Manager: Select this option to display this report with bolder text in the report list for easier identification. Color this report in the Report Manager: Select this option to customize the colors that the report list will use when displaying this report. Once enabled, click Set Colors to display the Report Color dialog, as shown below. REPORTER While in this screen, you can configure the following fields: Text Color: Select the color to use for the text. To use the default (black), select Use default. Background Color: Select the color to use for the background of the report. To use the default (gray), select Use default. A sample of your choices is displayed in the dialog. Try to choose colors that are easily readable and that do not clash. NOTE: When an item is selected in the report list, the colors are inverted (i.e., the background color becomes the text color and vice versa). Editing a Report To edit a previously defined report, right-click on the report in either the report list or the report window and select Properties. Then edit the information in the tabs as described under Creating a New Report on page 85. Once you have changed the report information, click OK to run the modified report. 94 Reporter

Deleting a Report To delete a report, right-click on the report in the report list and select Delete. At the prompt, click Yes to delete the report or click No to cancel the action. NOTE: You cannot recover a deleted report. If you need the report once it has been deleted, you must create it again. Duplicating a Report To create a duplicate of any report in the report list, right-click on the desired report and select Duplicate. The duplicate report is given a slightly different name and placed at the bottom of the category to ensure you can differentiate between the duplicate and the original. NOTE: If you duplicate a report and then apply a different tariff to the duplicate, you can easily compare the different call costs between two tariffs. Copying a Report s Data To copy report data for pasting into other applications, either click the Copy button ( ) in the toolbar or select Copy from the shortcut (right-click) menu in the reports window. The report is copied in a tab-delimited format, which can be interpreted by most word processor and spreadsheet applications. To access the report data in a particular format, use the Export option instead (see page 113). Working with an Open Report Once you have run your report, it is displayed in the reports window. In this window, you can have multiple reports displayed, each easily accessible through the tabs at the bottom of the screen. While a report is open (i.e., its information is displayed in the reports window), you can perform a variety of actions, such as sort the report, apply a new date range, etc. Sorting a Report You can sort a report in real-time when the report is open in list mode. Sorted fields display an arrow to indicate the sorting order. An up arrow indicates ascending (A-Z) order, and a down arrow indicates descending (Z-A) order. To sort fields, click on the field header. Subsequent clicks on the header will toggle the sort between ascending and descending order. You can also sort by more than one field. REPORTER Call Center User Guide 95

If you click on a field while pressing the SHIFT key, the field is added to the current sort order. For example, if you press SHIFT and click Start Time then Telephone Number, the report will first sort based on the Start Time information and then sort based on the Telephone Number. With SHIFT pressed, you can also continue to click the same field to toggle between ascending and descending sort order. NOTE: You can also change the sort order from the report properties (see page 88). REPORTER Applying a Date Range To apply a date range, you can either use the Date/Time page of the Report Properties dialog (see page 87) or use the Date Range button ( ) in the toolbar. If, however, you have complex date criteria to apply, use the Report Properties dialog. To apply a common date range (e.g., today, yesterday, this week, etc.), click the Date Range ( ) button in the toolbar of the report. If desired, you select Custom to add your own date range to this button (see page 87 for information on programming the date range). You can also press ALT +D to display the date range menu for the active report. Applying a Filter To apply a filter to a report, you can either use the Filter page of the Report Properties dialog (see page 91) or click the Filter ( ) button in the report s toolbar. Both options allow you to create a new filter if desired (see page 103). You can also press ALT + F to display the filter button menu for the active report. Viewing Reports in Print Preview Mode You can see what the report would look like when printed before sending it to the printer. To do this, you need to convert the report to preview mode, as described below. To view the print preview of a report, click the Preview button ( ) on the toolbar or press ALT + V. Or, select Print Preview from the shortcut (right-click) menu in the report window or report list. To return to list mode, click the Preview button or press ALT + V again. 96 Reporter

When in preview mode, the current report will display in the report window. This view indicates what your report will look like when printed. This mode contains its own toolbar, which contains various buttons as described in the following table. Button Function Jumps to the first page of the report. Jumps to the previous page of the report. Jumps to the next page of the report. Jumps to the last page of the report. Zooms the page so that the width of the page is fully visible in the preview window. Zooms the page so that the height of the page is fully visible in the preview window. Zooms in to the page. Zooms out of the page. Toggles the preview between fitting all of the report's columns into one page or letting the columns spill onto adjacent pages, if necessary. If this button appears recessed, all of the columns are forced onto one page. Displays a menu for scaling the font. Choosing a smaller scale allows you to fit more text on each page while a larger font displays less. Displays the page setup dialog that allows you to configure the page settings. REPORTER NOTE: Unlike other applications, preview mode does not stop you from using the report just as if you were in list mode. You can still edit the report's properties, change filters and the date range, and exporting the report without having to switch back to list mode. To navigate through a report in print preview mode, you can: Use the toolbar buttons to go to different pages and/or zoom in and out. Drag the page with the mouse to move it around the screen. This is an alternative to using the scroll bars. Press Page Down to move down one page in the report. Press + on the numeric keypad to zoom in. Press - on the numeric keypad to zoom out. Call Center User Guide 97

Printing Reports To print a report, click the Print button ( ) on the toolbar or press CTRL + P. Or, select Print from the shortcut (right-click) or main menu. If you click the Print button in the toolbar, the report is sent to the default printer. Displaying the Call Summary If you run a call list or statistic report, you can also display a call summary report. For call lists, a call summary report displays several statistics to summarize the calls in the call list. For a statistic report, a call summary shows the report totals that are normally displayed at the bottom of the report in list mode. To display the call summary report, activate the report for which you want to run the call summary and click the Call Summary button ( ). REPORTER Once the call summary report is displayed, you can print or export it. If the report on which the call summary report is based changes, the call summary report automatically updates. NOTE: Call summary reports will not display in report list mode. In addition, because a call summary report is not saved, once you close the report on which it is based, the call summary report is no longer valid. 98 Reporter

Displaying Call Details In addition to displaying a call summary report, you can also run a call details report based on a call list report. The call details report displays details about a particular call in the report. You can also navigate between call segments while in this report. This allows you to see the path of a call from cradle to grave. To display the call detail window, either double-click a call record in the report window or right-click a call record and select Show Details. Once the call details report is displayed, you can print or export it. If the report on which the call details report is based changes, the call details report automatically updates. The call details report also includes its own toolbar. The available buttons are described in the following table. Button Function Jumps to the first call segment for the call. REPORTER Jumps to the previous call segment for the call. Jumps to the next call segment for the call. Jumps to the last call segment for the call. NOTE: You can only browse the call segments of a call if Call Segmentation is enabled in the Call Center Server. Call Center User Guide 99

Displaying Information on Reports To display specific information about a report, such as when it was last viewed, select Information from the shortcut menu while in the reports window. This dialog displays various information, as described in the following table. REPORTER Field Created Last Edited Filter Last Edited Tariff Last Edited Last Ran At Execution Time (ms) Cache File Cache File Size # Report Executions Average Execution Time (ms) Indicates The date/time the report was first created. The date/time the report was last edited. Editing includes changing the date range or filter using the toolbar buttons. The date/time the current filter assigned to the report was last edited. [Unknown] will display if the All Calls filter is applied because that filter cannot be edited. The date/time the current tariff assigned to the report was last edited. The date/time the report was last executed or viewed. The time in milliseconds that it took the report to run. This will only display if the report is currently open. The name of the report as stored in the cache. The current size of the cache file in kilobytes. If the cache file does not exist, [File Missing] is displayed. The number of times that this report has been executed. The average time it has taken to execute this report. 100 Reporter

FILTERS Field Indicates # Report Loads The number of times that this report has been loaded from the cache rather than executed. Average Load Time The average time it has taken to load this report from the cache. # Report Prints The number of times that this report has been printed. # Report Exports The number of times that this report has been exported, e- mailed, or published. # Report Edits The number of times that this report has been edited. Editing includes changing the date rang or filter using the toolbar buttons. In addition, the following command buttons are available in this dialog: Delete Cache File: Deletes the report s file from the report cache. You may need to remove reports that occupy a large amount of space on your hard disk. You cannot delete a report s cache file if the report is open or if the cache file is missing. Copy: Copies the information to the clipboard for pasting into other applications. Once you have finished viewing the information, click Close to close the dialog. Filters are one of the most powerful features of Reporter. You can create filters to run report for calls to certain extensions or groups or that rang for a certain time. You can also filter calls based on their cost, direction, or the DID number dialed by the calling party. In previous versions of Reporter, the filter was part of the report. In this version of Reporter, filters have been separated from reports. You can now apply the same filter to several reports, enabling you to have one or more filters that provide all of your filtering needs. REPORTER Call Center User Guide 101

REPORTER Accessing the Filter Manager The Filter Manager lists the currently available filters and provides access to programming options. To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or press CTRL + F. Or, select Filter Manager from the main menu. While in this screen, you can add, remove, edit, and copy filters, as described below: Add: Displays the Add Filter dialog so you can create a new filter. Edit: Displays the Edit Filter dialog so you can edit the selected filter. (You can also access the Edit Filter dialog box by double-clicking on the filter you want to edit). Remove: Removes the currently selected filter. You will be prompted for a confirmation before the filter is removed. Copy: Copies the current filter and immediately includes it in the filter list. The name of the copied filter is the same as the original filter except it includes (Copy) after the name. For example, a copy of the Sales filter would result in Sales (Copy). 102 Reporter

Creating a New Filter To create a new filter: 1. Open the Filter Manager and click Add. Or, you can click the Filter button ( ) on the report toolbar and select Add Filter. The Add New Filter screen is displayed. 2. Select the tab corresponding to the information you want to use as the filtering parameters. Your options are as follows: General (see page 53) Direction & DID (see page 54) Duration (see page 55) Call Status (see page 57) Information (see page 58) Call Route (see page 59) ACD Hunt Groups (see page 60) Transferred Calls (see page 61) 3. Program the information for the selected tabs. 4. Click OK when finished, or click Cancel to exit without saving changes. If you added a filter through the Filter Manager, you are returned to the Filter Manager screen. If you added a filter using the tile buttons, you are returned to the Reporter Real-Time screen. Editing a Filter To edit a filter: 1. Open the Filter Manager by clicking the Filter Manager button ( ). 2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter that you want to edit. 3. Make the necessary changes. 4. Click OK when finished, or click Cancel to exit without saving changes. Once you have completed editing a filter, any reports that are using the filter will automatically update. REPORTER NOTE: You cannot edit the All Calls filter. Call Center User Guide 103

Removing a Filter To remove a filter: 1. Open the Filter Manager by clicking the Filter Manager button ( ). 2. Select the filter that you want to remove, and click Remove. 3. At the prompt, click Yes to delete the filter or No to cancel the action. If you click Yes, the filter will be removed, and any reports using the filter will revert to the default All Calls filter. NOTE: Once removed, the filter cannot be retrieved. Applying Other Filter Options As well as applying filters to a report, you can apply filter options within a report s properties. These allow you to perform some simple filtering on the report without having to alter the current filter or create a new filter. To change the filter options, edit your report as normal and then change the filter options in the Filter Tab of the Report Properties dialog as you see fit (see page 91). REPORTER NOTE: If you choose filter options that conflict with your current filter, you can effectively filter out all calls. For example, if you choose the Only process inbound calls filter option and then apply a filter that filters outbound calls, you will filter out every call, and the report will be blank. 104 Reporter

TARIFF MANAGER A tariff provides Reporter with call charge information for a particular telephone company. Unlike previous versions of Reporter, the latest version has support for multiple tariffs. This allows you to select a tariff for an individual report so that different reports can use different tariffs. In addition, you can create a tariff to process inbound call costs (e.g., for premium rate or 1-800 numbers). This allows you to estimate the amount of revenue you will earn from your premium rate lines or the amount that your 1-800 numbers will cost. NOTE: The call costing functionality provided by Reporter is based on limited information provided by telephone companies. Also, carriers can update their tariffs at any time. Accessing the Tariff Manager The Tariff Manager lists the currently available tariffs and provides access to programming options. To display the Tariff Manager, click the Tariffs button ( ) on the toolbar or press CTRL + T. While in the Tariff Manager, you can add, remove, edit, and copy tariffs, as described below: Add: Displays the Add Tariff dialog so you can create a new tariff. Edit: Displays the Edit Tariff dialog so you can edit the selected tariff. (You can also access the Edit Tariff dialog box by double-clicking on the tariff you want to edit). Remove: Removes the currently selected tariff. You will be prompted for a confirmation before the tariff is removed. Copy: Copies the current tariff and immediately includes it in the tariff list. The name of the copied tariff is the same as the original tariff except it includes (Copy) after the name. For example, a copy of the Premium tariff would result in Premium (Copy). Set as Default: Sets the highlighted tariff as the default. This tariff is applied to all reports unless you specify a different tariff. Click Close to exit the Tariff Manager. REPORTER Call Center User Guide 105

REPORTER Creating a New Tariff To create a new tariff: 1. Open the Tariff Manager and click Add. The Add Tariff dialog is displayed. 2. Complete the appropriate fields in the following tabs: General Tab Charge Bands Tab Dial Codes Tab 3. Click OK when finished or click Cancel to exit without saving changes. If you click OK, the tariff is added to the list in the Tariff Manager. General Tab The General tab allows you to specify tariff-wide options about the tariff that you are creating or editing. This page includes the following fields: Tariff Name: Enter a unique name for the tariff. Use a name that is easily identifiable and that indicates what the tariff is. Default Call Setup Charge: Enter the default setup charge applied to a call, regardless of how long the call was connected. This default charge is only applied if the particular call destination does not have its own call setup charge. Because many telephone companies only apply setup charges for certain call types (e.g., service-based calls), this value is normally 0. The value is measured in your default currency unit ($). Default Minimum Call Charge: Enter the default minimum charge that is applied to a call. This cost is applied to any call cost that is below this value. For example, if this value is $5.00 and a call cost is calculated to be $3.50, the value is changed to $5.00. This value is measured in your default currency unit ($). Default Discount (%): Enter the default discount that is applied to a call. This discount will only apply if the particular call destination does not have its own discount level. Discounts are applied to the call cost at the end of the call cost calculation. 106 Reporter

Charge Bands Tab The Charge Bands tab allows you to specify the different charge bands used by this tariff. For this to work properly, you must specify a week s worth of charge bands without any gaps. This screen displays the currently configured list of charge bands, detailing the band name and the range of the charge band. If a time range was configured, the times are inclusive. While in this screen, you can add, edit, or remove charge bands using the following buttons: Add: Adds another charge band to the list and displays the Charge Bands Dialog, as shown below. This button is disabled if you already have enough charge bands to span one week. REPORTER To configure a charge band, complete the following fields: Name: Enter a name that describes the charge band (e.g., off-peak). Range: Specify the times when the charge band starts and ends. If a charge band starts in the evening and ends in the morning, enter the times in that order. You can also click the ellipsis (...) button to display a menu of common times. Call Center User Guide 107

NOTE: Times are not inclusive. For example, start/end times of 08:00:00 AM to 06:00:00 PM will consider all seconds from 8:00 AM to 5:59:59 PM. REPORTER Weekdays: Specify the days of the week to which this charge band applies. The weekdays selected take precedence over the time period. For example, if you configure 8:00PM to 8:00AM Monday-Friday, the charge band will end on Friday at midnight and not count Saturday from midnight to 8:00AM. Then click OK to save the charge band or Cancel to exit without saving changes. You are returned to the Add/Edit Tariff dialog. Edit: Allows you to edit the selected charge band. Remove: Removes the selected charge band from the list. The charge band is removed immediately. If you removed a charge band in error, you will need to reconfigure all destinations on the Dial Codes tab with prices for the charge band. Dial Codes Tab The Dial Codes tab allows you to configure the charges used by different dial codes. Dial codes that use the same charging information can be grouped together rather than entered several times. This screen displays the currently configured list of dial codes, detailing their description and the per minute charges for each charge band for the dial code. There is also a default dial code ([All other dialcodes]) that handles all calls where an appropriate dial code cannot be found. 108 Reporter

While in this screen, you can add, edit, or remove dial codes using the following buttons: Add: Adds another dial code to the list and displays the Call Charge Data dialog, as shown below. To configure the call charge data, complete the following fields: Dial Codes: Enter a comma-separated list of dial codes to which this charge information will apply (e.g., 480, 602, 619, etc.). You cannot have duplicate dial codes in one tariff or in more than one tariff. If a particular tariff already uses the specified dial code, an error is displayed. NOTE: You can specify your local and regional dial codes in the Call Costing tab of the Options dialog (see page 127). These dial codes are then used when you create default local and regional cost groups. You cannot enter dial codes in the tariff that would clash with the default local and regional dial codes specified in the Options dialog. REPORTER Description: Enter a unique description for the set of dial codes. Use a description that is easily identifiable. Call Center User Guide 109

REPORTER Cost Group: Select the cost group (e.g., local, national, etc.) to which the list of dial codes belongs. If you select the wrong value for this field, it will affect filtering by cost group or creating a statistic report that groups by cost group. You can create one cost group for each of the default cost groups, which are surrounded by brackets in the drop-down list (e.g., [Local Calls]). Because these defaults use the dial codes specified on the Call Costing tab of the Options dialog (see page 127), you cannot assign dial codes to the groups, but you can assign call cost information. You can also create as many cost groups as required for the non-default cost groups. You must then specify the dial codes that relate to that particular cost group and charging structure. Default Call Setup Charge: Enter the setup charge that is applied for connecting the call. To use the call charge associated with the tariff (specified on the General Tab), leave this field as blank or select [Use default]. Any value entered in this field will override the tariff s default call setup charge. Default Minimum Call Charge: Enter the minimum cost that is applied to a call to this destination. If the cost of the call is less than this value, the cost of the call is changed to this value. To use the minimum call charge associated with the tariff (specified on the General Tab), leave this field blank or select [Use default]. Any value entered in this field will override the tariff s default minimum call charge. Default Discount (%): Enter the discount percentage applied to calls for this dial code. This discount is applied after all other charges have been taken into account. To use the discount associated with the tariff (specified on the General Tab), leave this field blank or select [Use default]. Any value entered in this field will override the tariff s default discount. Charge List: Select the charge band to which the costs apply and then enter them enter the updated price in the New value field. Click Update for your change to take effect. Then click OK to save the call charge data or click Cancel to exit without saving changes. You are returned to the Add/Edit Tariff dialog. Edit: Allows you to edit the selected dial code. Remove: Removes the selected dial code from the list. The dial code is removed immediately. NOTE: You cannot remove the default dial code ([All other dialcodes]). 110 Reporter

Editing a Tariff To edit a tariff: 1. Open the Tariff Manager. 2. Highlight the tariff to edit and click Edit. 3. Make the necessary changes in the tabs described in Creating a Tariff. 4. Click OK when finished or click Cancel to exit without saving changes. NOTE: If you intend to make several changes to a tariff, you may want to copy the tariff first. That way, if you make a mistake, you can always revert to the original tariff. Deleting a Tariff To delete a tariff, open the Tariff Manager. Then select the filter that you want to remove, and click Remove. At the prompt, click Yes to delete the tariff or No to cancel the action. If you click Yes, the tariff will be removed, and any reports that were using that tariff revert to the default tariff. NOTE: Once removed, the tariff cannot be retrieved. Also, you cannot remove the default tariff. Copying a Tariff To copy an existing tariff, open the Tariff Manager. Then select the tariff that you wish to copy and click Copy. The tariff is copied, but the name is changed slightly to ensure that the names remain unique. REPORTER NOTE: If you copy the default tariff, the original tariff remains the default. Assigning Tariffs to Trunk Lines For any report that uses the default tariff, you can force Reporter to use a particular tariff if the call for which the cost is being calculated was on a particular trunk line. Any trunks that you do not assign a tariff will use the default tariff. This allows you to configure your reports most trunks use tariff A (default), but if a call is presented on trunk line 20, it uses tariff B. Call Center User Guide 111

To assign particular tariffs to trunk lines: 1. Open the Tariff Manager. 2. Click the Trunks tab. 1. Select the trunk line that you wish to change from the available list and click Change To. 2. Select the tariff to assign to the trunk line. To revert the trunk line to the default tariff, select [Use Default]. NOTE: To assign several trunk lines to the same tariff, select several trunk lines at the same time either by dragging around the trunk lines to include or by holding down the CTRL key while you make your selection. REPORTER Setting the Default Tariff By default, all new reports use the default tariff to calculate their call costs. To change the tariff that reports use as the default, set the default tariff in the Tariff Manager. To set the default tariff: 1. Open the Tariff Manager. 2. Select the tariff that you want to make the default and click Set Default. The default tariff is displayed in the tariff manager with the text (Default) appended to the name. NOTE: Changing the default tariff will not automatically refresh any open reports. You must refresh the reports manually. 112 Reporter

EXPORT, E-MAIL, PUBLISH, AND IMPORT With Reporter V3.1, you can export reports to a variety of applications including Excel, Word, applications that accept Comma-Separated Values (CSV), applications that accept Hyper-Text Markup Language (HTML), and applications that use Wireless Markup Language (WML). If you have the Auto Reporter license, you can also e-mail reports to colleagues or publish reports to the Internet. To make things easier, Reporter includes three separate wizards, each designed to stop you through the process of exporting, e-mailing, or publishing reports. It also includes an Import Wizard designed to assist you in importing data from previous versions of Reporter or from Reporter Real-Time. NOTE: If the application to which you are exporting accepts tab-delimited format, it may be easier to use the Copy command instead. Using the Export Wizard The Export Wizard walks you through the process of configuring the application to export your report in a specific format, such as CSV, Excel, etc. To export a report using a format other than tab-delimited: 1. EITHER, Click the Export button ( ) on the toolbar. If the export option is not visible, use the drop-down arrow to select the option. OR, Select Export from the shortcut (right-click) menu in the report window. OR, Press ALT + X. 2. Follow the instructions as outlined in the Export Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections. Welcome Page The Welcome page of the Export Wizard allows you use any saved settings from a previous export. If this is the first time you have used the Export Wizard, the only available option is [None]. If you have used the Export Wizard before, you can either select a saved setting or use [None] to create a new setting. Click Next to continue. REPORTER Call Center User Guide 113

NOTE: You define the setting names when you apply advanced information. REPORTER Export Format Page The next page allows you to choose the format type for the export. The available options are as follows: Text File (CSV Format): Outputs the report to a CSV (Comma-Separated Value) file. These files can be read by Notepad, Microsoft Excel, and other applications. Microsoft Excel Spreadsheet (XLS): Outputs the report to an Excel 97/2000 spreadsheet. Microsoft Excel 97 or above must be installed on the computer for this feature to function properly. Microsoft Word Document (DOC): Outputs the report to a Word 97/2000 document. Microsoft Word 97 or above must be installed on the computer for this feature to function properly. Web Page (HTML, ASP): Outputs the report as an HTML file for viewing in a web browser or on Active Server Pages (ASP). When exporting to HTML, the default web template is used unless you configure advanced settings. Exporting to a web page is only supported if you have an Auto Reporter license. WAP Page (WML): Outputs the report as a WML (Wireless Markup Language) file for viewing on a mobile phone or PDA. When exporting to WML, the default WML template is used, unless you configure advanced settings. Exporting to a WML page is only supported if you have an Auto Reporter license. Director Workforce Management Export: Outputs the report for importing into Blue Pumpkin Software s Director Essential or Director Enterprise Workforce Management software. Although this export format can be used with any report, it is intended for the Director: Calls by Hunt Group report which outputs the last 15 minutes of statistics for each hunt group. Ideally, this format should be scheduled every 15 minutes. If you configure Director Essential or Director Enterprise to import the created file every 15 minutes, you can use Director Essential/Enterprise to provide reports on workforce management. The wizard automatically creates a default filename based on the name of the report and the format you have chosen. You can, however, override the filename or use the ellipsis ( ) button to display the standard Windows Open File dialog so that you can browse for a different filename. 114 Reporter

To customize some of the export settings or to save these settings for later use, select I would like to configure Advanced Settings before clicking Next. The next page that displays will vary depending on the file format you have chosen. If you do not want to customize any of the settings, do not check I would like to configure Advanced Settings and click Finish. The report will immediately export to the file name/location you specified in this screen. Advanced Settings: CSV Page If exporting to CSV and you opted to configure the advanced settings, this page will display to allow you to change some of the CSV default settings. Although the default settings will work with most CSV-capable applications, some applications may require the data in a particular format. This screen contains the following fields: Output field names as the first line: Select this option to include the exported field names as the very first line of the CSV export. If this option is not checked, the first line of the CSV export is the first exported record of data. In general, you should enable this option unless the destination application specifically does not want field names on the first line. Output numeric values as formatted text: Select this option to output numeric values in the report as formatted text as it would appear in the report window. This is useful if you want the CSV file for text processing. However, this option is not recommended if you want to perform calculations on the data. For example, if you exported a record containing a call duration of five minutes 30 seconds, this option would output the value as 00:05:30. Output numeric values as numbers: Select this option to output numeric values in the report as numbers. This is useful in performing calculations on the data, but it can make viewing the data a little harder. For example, if you exported a record containing a call duration of five minutes 30 seconds, this option would output the value as 330 (5 minutes x 60 seconds = 300 seconds + 30 seconds = 330 seconds). Output numeric values as text and numbers: Select this option to output numeric values in the report first as formatted text and then in another column as the actual number. This means that every numeric field in your report will contain two columns. This option allows you to still view the CSV export easily because the text is available and perform calculations on the export because the numeric values are available. REPORTER Call Center User Guide 115

Field Separator: Select or enter the character used to separate the fields in the CSV file. Although CSV files get their name because the values are separated by commas, some applications require a different separating character. If your character cannot be typed, enter the ASCII character value surrounded by square brackets (e.g., [24] for ASCII value 24, which is the same as CTRL X). Text Delimiter: Select or enter the character to use in the CSV file that surrounds any text. Usually, double quotes are used to denote text fields in a CSV file, but you can change this to be any character or no character. If your character cannot be typed, enter the ASCII character value surrounded by square brackets (e.g., [24] for ASCII value 24, which is the same as CTRL X). NOTE: It is not recommended that you use ASCII values as separators or delimiters in your CSV files. This option is provided as an advanced feature for those experienced users who may require it. During everyday use, however, there is little reason to change the separators and delimiters from those available in the list. Click Next to advance to the next page. REPORTER Export Completion If you have configured any advance settings, this page will display. In this screen, you can choose to launch the exported file upon completion and save the settings for later use. This page includes the following fields: Open exported file in the default application: Select this option to open the exported file with the default application for the file type once the export is complete. These default associations are configured from within Windows Explorer. Consult your Windows manual or online help for further information on file associations and how to configure them. Do not open exported file at all: Select this option to export the file without opening it. Open exported application with this command line: Select this option to specify a command line that will be executed upon export completion. If selected, you can either enter the command line to include or click the ellipsis ( ) button to display the following command options: Browse For Filename: Select this option to browse for a file to set as the command line. Although you will probably need to add command line options to whichever file you choose, this is a quick way of getting started. 116 Reporter

Insert Output Filename: Select this option to insert the [Filename] placeholder into the command line rather than having to type the actual filename of the exported file. This placeholder is expanded at export time to the full path of the exported file. This allows you to save your command line settings and use them for different exports. Insert Output Filename (No Extension): Select this option to insert the [FilenameNoExt] placeholder, which expands at export time to the full path of the exported file without an extension. For example, if your export file was called C:\My Export.csv, this setting would return C:\My Export. This is useful when you are passing the exported file to an application that converts the file into some other format. Insert Report Name: Select this option to insert the name of the exported report. It inserts the [ReportName] placeholder, which expands at export time to the name of the report. Installed Applications: Select the application that you want to open with the command line. The menu will list the applications that installation program detected on your computer. See Opening an Export with Installed Applications on page 117 for further information. Saved Settings: Enter a name for your settings if you want to save them for later use. Or, select a current setting to overwrite the existing settings. If you save your settings, the next time you use the Export Wizard, you can choose your settings to default the export. Click Finish to export the report using your chosen settings. Opening an Export with Installed Applications If you configured the advanced settings of an export in the Export Wizard, you can choose to open the export file with a given command line. During installation, Reporter searches for installed applications on your computer and can provide some default settings for these command lines. The default applications that Reporter searches for include: Notepad: Most of the export formats can be opened in Notepad, which is installed with Windows. It is not recommended to open Excel or Word documents with Notepad. Excel 2000: All of the default export formats, except for Microsoft Word, can be opened with Excel 2000. Excel 97: Excel 97 can be used to open CSV files and Excel spreadsheets. Word 2000 / 97: Word can be used to open to all of the default export formats except for Excel spreadsheets. REPORTER Call Center User Guide 117

REPORTER HanDBase for PalmOS: This option should be used when exporting to CSV. It launches the HanDBase Desktop application to convert the CSV file to HanD- Base format, and then it prepares the database so that it will be synchronized with your Palm handheld the next time that you Hotsync. HanDBase is available from www.ddhsoftware.com. Using the E-Mail Wizard If you have an Auto Reporter license, you can e-mail a processed report to a colleague. (See page 129 for more information on Auto Reporter.) To e-mail a report: 1. EITHER, Click the E-mail button ( ) on the toolbar. If the e-mail option is not visible, use the drop-down arrow to select the option. (This button defaults to Export.) OR, Select Send by E-Mail from the shortcut (right-click) menu in the report window. OR, Press ALT + E. 2. Follow the instructions as outlined in the E-Mail Wizard, clicking Next to navigate through the screens. The E-Mail Wizard contains the same screens as the Export Wizard. For detailed information on each screen, see page 113. When you click Finish to complete the E-Mail process, Reporter will prepare the file for export and then export the file. Next it will display the standard Windows dialogs that allow you to select your e-mail profile and other options. NOTE: You must have a MAPI-compliant messaging system installed and correctly configured on your computer for this option to work properly. This includes Microsoft Outlook and/or Microsoft Outlook Express. Using the Publish Wizard If you have an Auto Reporter license, you can publish the report to the Internet for viewing in web browsers or on WAP-enabled devices such as mobile phones or PDAs. (See page 129 for more information on Auto Reporter.) To publish a report: 1. EITHER, Click the Publish button ( ) on the toolbar. If the publish option is not visible, use the drop-down arrow to select the option. (This button defaults to Export.) OR, Select Send to Internet from the shortcut (right-click) menu in the report window. OR, Press ALT + P. 118 Reporter

2. Follow the instructions as outlined in the Publish Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections. NOTE: You need a destination site for publishing the report. Because creating a site can require extensive IT experience, it is recommended that you create a site and test it before publishing. Welcome Page The Welcome page of the Publish Wizard allows you use any saved settings from a previous publish. If this is the first time you have used the Publish Wizard, the only available option is [None]. If you have used the Publish Wizard before, you can either select a saved setting or use [None] to create a new setting. Click Next to continue. NOTE: You define the setting names at the end of the wizard. Site Page When publishing a report, you must choose the site where the file will be published. Either select an existing site from the drop-down list or click Add to create a new site (see page 118 for instructions). The site that you choose will affect where your data is published and which template is used to convert your report to HTML or WML. Click Next to continue. REPORTER Call Center User Guide 119

NOTE: If you do not have a valid site name entered, an error occurs, and you cannot continue. Filename Page The Filename page allows you to specify a destination filename for your report. Either enter a filename (no path) or click the ellipsis ( ) button to invoke the standard Windows File Open dialog. Once you have a filename entered, click Next. Many web servers do not support certain characters in filenames. For this reason, Reporter converts capital letters to lowercase, converts spaces to underscores, and removes certain non-alphanumeric characters which are not supported. REPORTER NOTE: Some of the templates provided with Reporter will create several files when you publish a report. This is often used when publishing to WML (WAP) files because most mobile devices have very little memory and cannot display large pages. Because of this, such templates export several files, with each file containing a small number of records. This leads to a larger number of published files. This is one reason why it is a good idea for each site to be published to its own folder, even when published to the same server. 120 Reporter

Ready to Publish Page In the Ready to Publish page, you can save your publish settings for later use. Enter a name for the settings or select an existing setting to overwrite. The next time that you use the Publish Wizard, you can choose from a set of saved settings. Click Finish. Your reports are converted to HTML or WML and then published to your web site. If you have an external web site, you should ensure that you can connect to the Internet via your local area network or that your modem is configured for automatically dialing the Internet with your appropriate configuration. Using the Import Wizard To assist you in the day-to-day operation of Reporter, you can import other user s reports, call charge data, filters, and previous versions of call charges and reports. NOTE: Importing previous version's reports is not recommended because it will create a filter for each imported report. It may be more convenient to recreate old reports so that you can take full advantage of all the new features. To start an import, choose the Import option from the main menu. Then configure the options as outlined in the Import Wizard. For details about each page, see the following sections. REPORTER Call Center User Guide 121

REPORTER Import Type Page The first page of the Import Wizard allows you to choose the type of file from which you want to import. You have the following options: Version 2.5 Call Charge Data: Select this option to import your call charge data from previous versions of Reporter (CALLCOST.DAT file). Version 2.5 Reports: Select this option to import your report data from previous versions of Reporter (REPORTS.DAT file). Note that importing previous versions will create an additional filter for each report because previous version s reports contained the filter with the report data. It may be more appropriate to recreate your reports to take advantage of the new features. Reporter and Reporter Real-Time Filters: Select this option to import V3.1 Reporter and Reporter Real-Time filters. Other User's Call Charge Data: Select this option to import V3.1 Call Charge data (CALLCOST.CVD file). Other User's Reports: Select this option to import V3.1 Reporter reports (REPORTS.CVD file). Once you have selected the import type, click Next to continue. File Selection Page This page of the wizard allows you to select the file containing the data that you wish to import. Specify the filename from which you want to import or click the ellipsis ( ) button to invoke the standard Windows File Open dialog. If the wizard believes it has located some data of your choice, it will default the filename for you, but you can still change it. 122 Reporter

When you have chosen your file, click Next. Import Item Page This page of the wizard allows you to select the data that you want to import from the file. The wizard will read your chosen file and complete the list at the top of the dialog with items that can be imported from the file. If there are any problems with the file, an error message is displayed, and you will not be able to continue. Select the items you want to import. You can also click Select All to select all items in the list or click Deselect All to remove all checks in the list. Then select the Do not import entries which already exist setting to not import any items that already exist. If this option is not selected, any existing items are imported again, but their name is appended with a number to differentiate them from the original. Click Next when ready. Import Complete Page The last page of the wizard indicates that your data is being imported. Depending on the number of items you have selected to import, the import could take from a few seconds to up to a minute. When the import is complete, the results are displayed in the list. Check the results to ensure that all your required items have been imported. Click Finish. REPORTER Call Center User Guide 123

CUSTOMIZING REPORTER REPORTER Reporter has several configurable options, including the service level, that are applied globally to the application. To configure the application to suit your needs: 1. Click the Options button or select Options from the main menu ( ). The Options screen is displayed. 2. Configure the appropriate fields in the following tabs: Account Codes: Allows you to specify account codes used for reporting purposes. Service Levels: Allows you set service levels and answer for calculating statistics. Durations: Allows you to set miscellaneous times used for calculating statistics. Call Costing: Allows you to configure local dial codes for calls costing purposes. Erlang B/C: Allows you to configure parameters used when calculating the Trunks Required and Agents Required statistics. Licensing: Allows you to change the license level you are using or to enter Demo Mode. 3. Click OK when finished or click Cancel to exit without saving changes. You are returned to the main screen. Account Codes Tab The Account Codes page allows you to summarize historic calls by the account code. It will automatically do this for four account codes, enabling you to graph the number of times these account codes were entered. These account codes are used in the Code 1, 2, 3, or 4 statistics. NOTE: To summarize more than four account codes, you should filter by account code instead. 124 Reporter

This page includes the following fields: Account Code #1 to #4: Enter each of the four account codes that you want to summarize (one per field). By default, the account codes are set to 666, 777, 888, and 999. Account Code Caption #1 to #4: Each account code you are summarizing can have a caption, which is displayed by the tile when viewing this statistic. The caption you enter should uniquely identify the type of summarized account code. By default, the captions are set to Code 1, Code 2, Code 3, and Code 4. Service Levels Tab The Service Levels page allows you to set levels for summarizing ring times and specify a service level a time frame indicating how quickly calls should be answered (e.g., within ten seconds or less). This page includes the following fields: Answer Times: Use the Duration #1 to #6 fields to set the ring times to summarize. For each ring time, four statistics will be generated: number of calls answered within this time, percentage of calls answered within this time, number of calls abandoned within this time, and percentage of calls abandoned within this time. Service Level: Use this field to set the time frame within which all calls should be answered. This is used to calculate the % Service Level statistic the percentage of calls answered within the service level time. REPORTER NOTE: All times on this page can either be entered as?h?m?s or as hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute 15 seconds, etc. Call Center User Guide 125

Durations Tab The Durations tab allows you to program the Call Rate Period and other timers that affect how statistics are calculated. This page includes the following fields: Call Rate Period: Enter the time period used to calculate the number of calls to include in the following Call Rate statistics: Inbound Call Rate, Outbound Call Rate, Abandoned Call Rate, and % Service Level. The Call Rate statistics are the number of a certain type of call that occurred within the last number of minutes. The defaults to half an hour (30 minutes). Short Call Level: Enter the time period used to determine which calls are short calls and, therefore, less likely to be business-generating calls. The default is 20 seconds. REPORTER NOTE: The Call Rate Period and Short Call Level times can either be entered as?h?m?s or as hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute 15 seconds, etc. Quick Abandoned Calls: Select Ignore abandoned calls that rang for less than and enter the number of seconds that a call must ring before it is not ignored. When enabled and a value is set, Reporter will not calculate calls that were abandoned within n seconds. For example, if you enter 3, any calls that are abandoned within three seconds are considered answered, not abandoned. This feature allows you to ignore calls that were abandoned very quickly. Normally, an abandoned call reduces your service level because it is counted as a call that was not answered within the specified time. With this option enabled, however, calls that rang for less than the Quick Abandoned Time are considered as answered when calculating the service level. NOTE: This feature only affects the service level statistics. No other statistics are altered. 126 Reporter

Call Costing Tab The Call Costing page allows you to configure the local dial codes for your area. Enter a comma-separated list of area codes that are considered local. The codes entered here cannot match any codes included in a tariff (see page 108); otherwise, an error will occur. NOTE: The Telephone 2000 fields are available only in the UK and are disabled. When Reporter calculates the cost for a particular call, it attempts to match the telephone number dialed to a dial code within the Dial Code Call Charge list in the Call Charges window (see page 109). The call charges, as programmed in the call charge record containing the matched dial code, are then used to calculate the call cost of the corresponding call. A telephone number is matched against the call charge record that contains the longest matching dial code (e.g., 4809619000 is matched against the call charge record containing 480961 instead of one containing 480 ). If the telephone number is not matched within the Dial Code Call Charge list, the call charges depicted by the [All Others] call charge record are assumed instead. Normally, local call charge records include numbers 2-9, and other numbers are categorized into different groups, each with its own call charge record. The dial code list for each record, which does not include the long distance dial prefix (see below), typically needs to contain a list of area codes for each of the numbers (i.e., the first three digits). REPORTER NOTE: NEVER include the long distance code 1 because Server automatically strips this digit off of telephone numbers before they end up in a trunk call record. ALSO: When Reporter prompts for Local Dial Codes at start up, the defaults are 2-9, 211, 311, 511, 811, 1211, 1311, 1511, and 1811. It is recommended that you ADD your local area codes to this list instead of replacing them. Call Center User Guide 127

REPORTER Erlang B/C Tab The Erlang B/C page allows you to configure various parameters used by the Erlang calculations in Reporter. These calculations are used to determine the Trunks Required and Agents Required statistics. This page includes the following fields: Trunks Required Statistic: Enter the acceptable percentage of incoming calls that may be rejected because no trunk lines are available. This value is used with Erlang B to determine the number of trunk lines that are required to ensure this percentage is not exceeded. Agents Required Statistic: Enter the minimum percentage of calls that should be answered within the service level period. This value is used with Erlang C to determine the number of agents that are needed to ensure this service level percentage is met. Licensing Tab The Licensing tab allows you to select the license that is used when connecting to the Call Center Suite Server. If you select an invalid license, the Server will deny the connection. You have the following options: Reporter Basic: Select this option for entry level reporting, including call list reports and statistic reports grouped by cost group or telephone number. Reporter: Select this option for advanced reporting without ACD agent support. This license includes the reporting capability of the Reporter Basic license as well as the ability to create statistic reports grouped by a variety of fields. If the Server has no Reporter licenses available, it will attempt to use a Reporter Basic license. 128 Reporter

Reporter Pro: Select this option for all report functionality, including ACD agent support. If the Server has no Pro licenses remaining, it will attempt to use a Reporter license. Demo Mode: Select this option to use Reporter in the demonstration mode. This mode will not connect you to a Server, but it will use demonstration data stored on the local hard drive. When selected, you are allowed to choose which license you wish to demo. NOTE: Auto Reporter is licensed separately from Reporter and is not an available option in this screen. AUTO REPORTER Auto Reporter is a new module that requires the Auto Reporter license. If you have purchased this license, you can access Auto Reporter from the main menu of either Reporter or Reporter Real-Time. With Auto Reporter, you will receive the following features: Scheduled Reporting: Allows you to schedule reports to be run at intervals ranging from every 15 minutes to once a month. Reports can be automatically displayed, printed, exported, publish to the Internet, or e-mailed. Batch Reporting: Allows you to batch several reports together and perform the same action on all reports at once. For example, you can print your monthly reports all at the same time or publish key reports to the Internet every day. Report Publishing: Allows you to manually or automatically publish your reports to the Internet for viewing in a web browser or on a WAP-enabled device. Your reports can be accessible no matter where you are. E-mailing Reports: Allows you to e-mail exported reports to your colleagues either automatically or at the touch of a button. In addition, Auto Reporter provides the following features to Reporter Real-Time: Statistic Publishing: Allows you to publish up to 25 statistics per schedule to an HTML or WML file for publishing to the Internet or your Intranet. The files can then be viewed in a web browser or on a WAP-enabled device. Alarm Publishing: Automatically writes any alarms that you have configured within Reporter Real-Time to an alarm list. You can then publish this list to the Internet in HTML or WML format for viewing in a web browser or on a WAPenabled device. You can also choose to display only certain alarms or alarms over a given period of time. Readerboard Support: Exports up to ten statistics every second to a special file which Readerboard manufacturers can use to integrate Reporter Real-Time s statistics. REPORTER Call Center User Guide 129

To successfully publish reports and statistics, you need access to a web server. For this server, you can use a company web server, your own PC, or even an Internet Service Provider (ISP). While this document will cover some of the various web server configurations, be careful. An invalid web server configuration can result in a nonfunctional web server. NOTE: Because using certain aspects of Auto Reporter requires extensive knowledge of computer servers, this guide describes how to create schedules only. For detailed information about other features of Auto Reporter, see the User s Manual. Auto Reporter Access To access the Auto Reporter configuration window, click the Auto Reporter button ( ) on the main toolbar. Then choose from the following options: Report Schedules: Allows you to configure report schedules (see page 134). This displays the main window. Sites: Allows you to add and edit sites (see the User s Manual). Events: Allows you to see the results of recently scheduled reports (see the User s Manual). You can also access the Auto Reporter main window by pressing the F8 key. REPORTER NOTE: You can perform all Auto Reporter related tasks from the Auto Reporter main window, including accessing the Sites and Events dialogs. 130 Reporter

Auto Reporter Main Window When you select Schedules to access Auto Reporter, the main window is displayed, as shown below. Toolbar Schedule List This screen allows you to configure your report schedules and includes the following elements: Toolbar: Includes buttons that provide quick access to various features of the application. Schedule List: Displays a list of the current schedules that you have created. Each of these elements is described in detail in the following sections. Schedule List The schedule list shows all of the currently programmed schedules. For each schedule, the following information is displayed: Name: Displays the name of this schedule. Schedule: Indicates how often this schedule occurs (e.g., Fire every 15 minutes from 09:00 ). Last Ran At: Displays the date/time that this schedule last ran, either because of a schedule or because it was manually executed. Next Fire Time: Indicates the next time that this report is scheduled to execute. Action: Displays the action that this schedule will perform on the associated reports. REPORTER Call Center User Guide 131

In addition to these fields, each item in the list displays a small icon next to it. These icons indicate the current schedule state, as described in the following table. Icon Description Indicates Green Circle Yellow Circle Yellow Arrows Gray Circle Red Circle Schedule Ready The schedule is enabled and will fire at the next scheduled time. Schedule Pending The schedule is enabled and will fire within the next 60 seconds. Schedule Running The schedule is currently running. Schedule Disabled The schedule has been disabled and will not fire until it is enabled. Schedule Error An error has occurred while firing the schedule. THe schedule will not fire again until you edit the schedule s properties to fix the error. It is recommended that you check the Event List for errors (see the User s Manual). If desired, you can right-click on an item in the schedule to display a list of options that are appropriate for the schedule. REPORTER NOTE: You only need to use the Auto Reporter main window to configure schedules. Once you have closed the Auto Reporter window, schedules will continue to fire accordingly. However, if you close Reporter, the schedules will no longer fire. 132 Reporter

Toolbar The toolbar contains a number of buttons that let you control Auto Reporter. Some of the buttons display pop-up menus, while others perform a command immediately. The following table provides a description of the various toolbar buttons and their function. Button Function Displays the main menu (see page 133). Creates a new schedule (see page 134). Displays the Edit Schedule dialog box to allow you to edit the highlighted schedule (see page 140). Deletes the highlighted schedule (see page 140). Runs the schedule immediately. The schedule will still fire at its next scheduled time. Displays the Sites dialog box, allowing you to manage sites (see the User s Manual). Displays the Events dialog that allows you to view recent events (see the User s Manual). Main Menu To display the main menu, click the main menu button in the toolbar. This menu contains the following options: New Schedule: Creates a new statistic schedule and displays the Add Schedule dialog (see page 134). This is the same as clicking the button in the toolbar. New Alarm Schedule: (Reporter Real-Time Only) Creates a new alarm schedule and displays the Add Schedule dialog (see page 134). New Readerboard Schedule: (Reporter Real-Time Only) Creates a new readerboard schedule and displays the Add Schedule dialog (see page 134). Sites: Displays the Sites dialog, allowing you to manage your sites (see the User s Manual). This is the same as clicking the button in the toolbar. Events: Displays the Events dialog, allowing you to view recent events (see the User s Manual). This is the same as clicking the button in the toolbar. Enable/Disable Schedule: Enables or disables the highlighted schedule (see page 140). If you enable a schedule after it fire time has elapsed, the schedule will immediately run. This option changes depending on the current status of the schedule. Help Topics: Displays Auto Reporter s on-line help. REPORTER Call Center User Guide 133

REPORTER About: Displays information about the current version of Auto Reporter. Close: Closes the Auto Reporter main window. Schedules You can create several different schedules, each designed to perform a different action. For example, you can have one schedule that sends reports to a printer while another schedule publishes reports to the Internet. In addition, you can have one schedule activate several reports, allowing you to batch reports and run them automatically. Creating a New Schedule When you create a new schedule in Reporter Real-Time, you can select to create a schedule, alarm schedule, or readerboard schedule. In Reporter, you can create a schedule only. To create a new schedule: 1. EITHER, Click the New button on the toolbar. OR, Click the Menu button on the toolbar and select New Schedule (or Alarm or Readerboard Schedule). OR, Right-click the schedule list and select New Schedule from the menu. 2. Program the appropriate fields in the following tabs: General Tab Reports Tab (Reporter schedule only) Statistics (Reporter Real-Time schedule or Readerboard schedule only) Alarm List (Alarm schedule only) 3. Click OK when finished or click Cancel to exit without saving changes. 134 Reporter

General Tab The General tab allows you to name the schedule and define how frequently the schedule will fire. This tab includes the following fields: Schedule Name: Enter a unique name that identifies the schedule. Every X Schedule: Select this option to create a schedule that will fire on an interval basis. Then select the desired interval and select the units for the interval. For example, to create a schedule that fires every hour, enter 1 as the interval and select Hours as the unit. Or, you could enter 60 as the interval and select Minutes as the unit. You should also choose the time of day when the schedule should first fire. Every Day of Week Schedule: Select this option to create a schedule that will fire on a particular day of the week. Then select the day of the week on which you want the schedule to fire. You can also choose Weekdays, which will fire the schedule once a day for each weekday, and Weekends, which will fire the schedule once a day during the weekend. You should also choose the time of day when the schedule should first fire. Every Day of Month Schedule: Select this option to create a schedule that will fire on a particular day of the month. Then select the day of the month on which you want the schedule to fire. You should also choose the time of day when the schedule should first fire. On Demand: Select this option to fire the schedule only when you select the schedule in the schedule list and choose Run Now. If selected, the schedule will not automatically fire. Starting At: Specify the time of day when the schedule should start. You can either enter the time of day in the box or click the ellipsis button to quickly pick from a list of common times. When scheduling a report to run once a day, this field denotes the time the report will run each day. When scheduling a report to run more frequently than once a day, this field indicates the time of the schedule is first fired. For a schedule that frequently fires, the start time is almost irrelevant. REPORTER NOTE: This field does not apply if you selected On Demand as the schedule interval. Call Center User Guide 135

Reports Tab The Reports tab allows you to configure the reports that the schedule will fire and what action will be taken on the reports. This page includes the following fields: Report List: Click Add to display a menu of reports that can be added to the report list. You can select more than one report for this schedule, allowing you to batch reports. NOTE: You can only add one instance of each report to the report list. Once a report is added to the list, it cannot be added again. REPORTER To remove a report from the list, select the report and click Remove. Action: Select the action to perform on these reports. The available actions include: View reports: Launches the reports in the main report window as if you had run them yourself. If any of the reports are already on display, they are refreshed rather than re-opened. Print reports: Prints the reports to the printer, based on each report s current print settings. It is recommended that you manually print each report that you intend to schedule first to ensure that your chosen print settings are correct. Export reports: Exports the reports to the filenames that you choose when you configure the action. On a scheduled export, you cannot launch the exported files either with the default application or with a specific command line. If you select an export action, click Configure to choose advanced options for the export (see page 113). Auto Reporter will not accept the schedule until this is complete. Publish reports: Publishes the reports to the site that you choose when you configure the action. If you select a publish option, click Configure to choose advanced options for the publishing (see page 118 for programming details). Auto Reporter will not accept the schedule until this is complete. See the User s Manual for a list of Auto Reporter templates. E-mail reports: E-mails the reports to the addresses that you choose when you configure the action. If you select an e-mail option, click Configure to choose advanced options for e-mailing (see page 118 for information about the E-Mail Wizard and the following pages for information about additional screens). Auto Reporter will not accept the schedule until this is complete. 136 Reporter

NOTE: If you click Configure for exporting, publishing, or e-mailing reports, the appropriate page of the associated wizard is automatically invoked. For example, if you click Configure for publishing reports, the Publish Wizard is displayed. E-Mail Message Option When e-mailing reports in a schedule, you need to tell the schedule which e-mail profile to use. This is configured when you are adding a schedule that e-mails reports. If you always have your e-mail application open, select I always keep my e-mail client open. With this option selected, Auto Reporter will use any currently logged on profiles when sends an e-mail. This is the easiest option because your e-mail application will already be logged on and functioning. If you do not always keep your e-mail application open, select I want to use this profile for sending e-mails. You should also choose this option to have Auto Reporter use a profile other than your default for sending e-mails. If you choose to use a particular profile, you must select the desired e-mail profile. Auto Reporter will try to locate any configured profiles on your computer. If you cannot find your profile, enter its name rather than choosing it from the drop-down list. REPORTER NOTE: You must choose a profile that does not require any user interaction. Auto Reporter may need to e-mail reports when you are not at your desk, and if the profile needs extra information (such as username and password), it will fail to initialize the profile and will not send the scheduled e-mails. Most e-mail applications do not require you to logon. Call Center User Guide 137

REPORTER E-Mail Options When e-mailing reports in a schedule, you must specify the e- mail destination and the contents of the message. Auto Reporter will include the exported reported files as attachments in your message. While in this screen, complete the following fields: To: Enter a semi-colon-separated list of destination e-mail addresses. Or, click To to display your standard address book. CC: Enter a semi-colon-separated list of e-mail addresses that will receive a cc of the message. Or, click CC to display your standard address book. Subject: Enter a suitable subject to use for the message. Message: Enter your message text to include in the message body when sending the e-mail. Statistics Tab The Statistics tab allows you to configure the statistics that will be displayed on a statistic or readerboard schedule and includes the following options: Statistics: Displays the statistics that are currently selected for publishing in this schedule. This list includes the statistic name and the filter that will be applied to the statistic, if any. Add: Click this button to display a menu of statistics that can be added to your schedule. When you select a statistic from the menu, it is automatically added to the list. NOTE: You can add a maximum of 25 statistics to a statistic schedule and ten statistics to a readerboard schedule. Remove: Click this button to remove the highlighted statistic from the list. 138 Reporter

Filter: Click this button to display a list of filters that have been created in Reporter Real-Time. When you select a filter from the list, it is automatically applied to the highlighted statistic. Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export; and for alarms, this is Publish. You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113 for Export Wizard information and page 118 for Publish Wizard information). You must configure your statistics before can accept your changes. Alarm List Tab The Alarm List tab allows you to configure how alarms will be published in an alarm list schedule. This tab includes the following fields: Display the last n alarms: Select this option to always publish a fixed number of alarm events. Then specify the number of alarm events that you want to publish. The schedule will publish as many alarm events as it can, up to the specified maximum. Display the last n minutes: Select this option to always publish a given period of alarm events. Then specify the number of minutes worth of alarm events to publish. For example, to publish an hour s worth of events, enter 60 in this field. When the schedule fires, it publishes all alarm vents that were created within the specified time period you specify, from the time that the schedule fires. REPORTER NOTE: If you specify a large time period with lots of alarms firing, the schedule may not be able to publish alarm events for the entire period. This is because the alarm list has a maximum size of 20,000 alarm events. Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export, and for alarms, this is Publish. You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113 for Export Wizard information and page 118 for Publish Wizard information). You must configure your statistics before can accept your changes. Call Center User Guide 139

Editing a Schedule To edit an existing schedule: 1. EITHER, Highlight the desired schedule and click the Edit button on the toolbar. OR, Right-click the schedule to edit and select Edit Schedule from the menu. 2. Make the necessary changes in the tabs described under Creating a Schedule. 3. Click OK when finished or click Cancel to exit without saving changes. The schedule is inactive while being edited and will not fire. Deleting a Schedule To delete a schedule, highlight the schedule to delete and click the Delete button on the toolbar. Or, right-click the schedule to delete and select Delete Schedule. At the prompt, click Yes to delete the schedule or No to cancel the action. NOTE: Once a schedule has been deleted, it cannot be retrieved without recreating the original schedule. REPORTER Enabling/Disabling Schedules When you create a schedule, it is automatically enabled and will fire at the subsequent scheduled fire times. There may be occasions, however, when you do not want the schedule to fire. During these times, you must disable the schedule. To enable/disable the schedule, right-click the schedule to disable/enable, and select the Disable (or Enable) Schedule option from the menu. When a schedule is enabled or disabled, its status icon will change appropriately (see page 131 for a list of possible icons). NOTE: If the schedule is already disabled, the Disable Schedule option will not be available. If a schedule is already enabled, the Enable Schedule option will not be available. Running Schedules on demand To run a schedule on demand (i.e., before it is scheduled to fire), highlight the schedule to run and click the Run Now button on the toolbar. Or, right-click the schedule that you want to run and select Run Now. NOTE: Running a schedule before its next scheduled time does not disable the schedule. It will run again at its next scheduled time. 140 Reporter

Reporter Real-Time Reporter Real-Time (or Reporter RT) is an application that shows real-time external call statistics, allowing you to see real-time details against all or selected call criteria on the telephone system. Not only will it show the current extension, agent, and trunk activity, it will include detailed information such as the caller s identity, DID number used, etc. With Reporter Real-Time, you can tell who is involved in a call (including the distant end), how long the call took to answer, and how long the call has been in progress. You can also summarize information across the telephone system or by extensions, agents, or trunks. You can filter information, enabling you to summarize information based on group, DID number, telephone number, etc. You can also add a Direct Station Selection (StationViewer) tile, that allows you to monitor the current call activity of extensions and/or agents. STARTING REPORTER REAL-TIME To start Reporter Real-Time: 1. Select Programs from the Windows Start menu. 2. Select the Inter-Tel Call Center Suite sub menu. 3. Select Reporter and then the Reporter Real-Time menu item. After a short wait, Reporter Real-Time will start. CONFIGURING REPORTER REAL-TIME If this is the first time Reporter Real-Time has been run after installation, Reporter Real-Time will invoke a configuration wizard, containing the following pages: Welcome To Reporter Real-Time: Click Next to continue. Search For Server: If the network configuration on your computer is correct and Server has already been appropriately configured, Reporter Real-Time should automatically list the CTI Servers available on the same computer network. You may have to wait several minutes while Reporter Real-Time interrogates the computer network. Select the CTI Server (Server) to connect, then click Next. Extension For Call Control: Enter the supervisor s extension device number (not agent ID). If you have connected Server to an Inter-Tel telephone system, you should also enter the supervisor s Talk voice mailbox (if the site has a Talk voice mail system). Finished: Click Finish. You can modify these configurations at any time while running Reporter, as described in the User s Manual. REPORTER REAL-TIME Call Center User Guide 141

Reporter RT Reporter Tile Configuration The following only applies if you have purchased the Reporter Real-Time Reporter license (for information on the Pro license, see page 143). At the very minimum, the following should be configured: A Deskboard Tile showing Calls Waiting. A Deskboard Tile showing Lost Calls. A Deskboard Tile showing Longest Waiting. A Deskboard Tile showing Longest Waiting Today. An Extension List Tile. The above is automatically configured for you by the Reporter Real-Time installation program. However, you should remove the Agent List tile. This cannot be used unless you have purchased the Pro license (see page 143). Reporter RT Reporter Filter Configuration The following only applies if you have purchased the Reporter Real-Time Reporter license (for information on the Pro license, see page 143). With a Reporter license, you should configure and apply the following filters: Calls For Support Group: This filter restricts all of the Deskboard tiles to only show statistics for the calls handled by the supervisor groups. To program this filter, add a new filter (see page 185). Then, in the Call Route tab, select the group number that represents the calls handled by the supervisor s team in the Call First Rang At Extension/Group section. Extensions In Support Groups: This filter restricts the Extension List tile to show only individuals within the group that the supervisor manages. To program this filter, add a new filter (see page 185). Then, in the General tab, enter the extensions that represent the supervisor s team (e.g., 220-240, 245). REPORTER REAL-TIME 142 Reporter Real-Time

Reporter RT Pro Tile Configuration The following only applies if you have purchased the Reporter Real-Time Pro license. At the very minimum, the following should be configured: A Deskboard tile showing Calls Waiting. A Deskboard tile showing Lost Calls. A Deskboard tile showing Longest Waiting. A Deskboard tile showing Longest Waiting Today. An Agent List tile. The above is automatically configured for you by the Reporter Real-Time installation program. However, you should remove the Extension List tile (see page 176 for information on removing a tile). Reporter RT Pro Filter Configuration The following only applies if you have purchased the Reporter Real-Time Pro license. With a Pro license, you should configure and apply the following filters: Calls For Support Group: This filter restricts all of the Deskboard tiles to only show statistics for the calls handled by the supervisor groups. To program this filter, add a new filter (see page 185). Then, in the Call Route tab, select the group number that represents the calls handled by the supervisor s team in the Call First Rang At Extension/Group section. Agents In Support Groups: This filter restricts the Agent List to show only individuals within the group that the supervisor manages. To program this filter, add a new filter (see page 185). Then, in the Pro Hunt Groups tab, enter the hunt groups that agents within the supervisor s team log into (e.g., 20504, 20514-20519). REPORTER REAL-TIME Call Center User Guide 143

REPORTER REAL-TIME WINDOW Reporter Real-Time s main window consists of two main areas: the toolbar and the tile area. Toolbar Tile Area Toolbar The toolbar contains a number of buttons that let you control Reporter Real-Time. Some of the buttons display pop-up menus, while others perform a command immediately, as described in the following table. Button Description Displays the main menu where you can access most commands (see page 145). Immediately saves your settings to disk. REPORTER REAL-TIME Displays the Add Tile menu, allowing you to add a tile to the Tile Area (see page 158). Displays the Filter Manager for creating and editing filters (see page 185). Displays the Configure View dialog box (see page 185). Displays the Network Settings dialog box (see page 83). Repositions the tiles in a particular style. Use the drop-down arrow to view the various options. Displays a menu of tiles that you currently have displayed. Use the drop-down arrow to view the various options. 144 Reporter Real-Time

Button Description Answers the call ringing at this extension. Drops all calls at this extension. Holds a call or retrieves a held call at the Call Control extension. (see page 69) Completes an inquiry transfer from the Call Control extension. (see page 69) Displays the Auto Reporter menu, allowing you to configure Auto Reporter schedules (see page 131). Launches Reporter (see the previous chapter). Displays the Node Status dialog (see page 147). Tile Area The Tile Area is a container for all tiles. You can move the Tile Area around by clicking on the light blue background and dragging it. Main Menu To access the main menu, select the main menu button ( ) on the toolbar. The following options are displayed: Save: Saves the current configuration to your hard disk. This action is always performed when you exit. Filter Manager: Displays the Filter Manager, allowing you add and edit filters (see page 185). This is the same as selecting the Filter Manager button ( ) in the toolbar. Options: This option displays the Configure View dialog box, allowing you to configure global options (see page 185). This is the same as selecting the Options button ( ) in the toolbar. Network: This option displays the Network Settings dialog box, allowing you to configure the network connection to the CTI Server (Server). This is the same as selecting the Network button ( ) in the toolbar. Help Topics: Displays the help file. About: Displays information about the configuration of the software, such as the version number and the CTI Server (Server) to which it is connected. Exit: Closes Reporter Real-Time and saves the current configuration. REPORTER REAL-TIME Call Center User Guide 145

Shortcut Menu You can also access different programming options by using the shortcut menu. To access the shortcut menu, right-click on a tile in the Tile Area. REPORTER REAL-TIME You have the following options: Zoom: Enlarges the selected tile (see page 176). If the tile is already enlarged, this option is Unzoom. Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar is already hidden, this option is Show Main Titlebar. Cut: Cuts the selected tile and copies it to the clipboard (see page 177). Paste: Inserts the tile currently stored in the clipboard (see page 177). Copy: Copies the selected tile to the clipboard (see page 177). Remove: Removes the tile from the tile area (see page 176). Properties: Displays the tile s current settings (see page 176). Add Tile: Allows you to add a tile (see page 158). This is the same as selecting the Add Tile button ( ) in the toolbar. NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want to remove). 146 Reporter Real-Time

Node Status The node status dialog provides a continually updated view of the state of all nodes in a multi-node telephone switch environment. Each node is displayed as a single line consisting of a status icon, node number, node description and status text. When the telephone system is started, each of the nodes is placed in a list. Server processes these nodes sequentially. Nodes that are waiting to be initialized have a Waiting for Initialization status associated with them. As Sever processes each node individually, the node being processed is moved to the Initializing state. Once initialized, the node is considered active. If the number of licences that are available is less than the number of nodes in the system, those nodes that exceed the license limit are marked as'unlicensed. NOTE: The node status dialog is only available when Reporter Real-Time is running in conjunction with the Inter-Tel telephone system and Server is connected through the CT Gateway application to a system of networked telephone system nodes. Additionally, Server also needs to be appropriately licensed for the number of telephone system nodes, as depicted by the Number of Nodes license. To access information on node status, from the main toolbar, click the Node Status icon ( ). The following status icons are available for nodes. Icon Description Disabled. This status is displayed if the node that the status icon depicts, is disabled. Waiting for Initialization. This status is displayed if the node that the status icon depicts is waiting for initialization. The node is in the list of nodes that is to be processed by Server. Initializing. This status is displayed if the node that the status icon depicts is being initialized. Server is currently processing the node. Active. This status is displayed if the node that the status icon depicts is active. Unlicensed. This status is displayed if the node that the status icon depicts is unlicensed. Nodes are only marked as being unlicensed if the number of nodes on the system is greater than the number of node licenses that are available. REPORTER REAL-TIME Call Center User Guide 147

TILES REPORTER REAL-TIME The basic building block of Reporter Real-Time is the tile. There are several types of tiles, each of which can display information in different ways. Based on the type of information you want to see, you should choose the appropriate type of tile, as explained in this section. Calls Waiting Tile Before setting up a tile that displays Calls Waiting, you should consider the following: Filtering: The filter should be set up for the hut group number as the device first rung. Do not put any extensions or agents in the General tab if you are looking for Calls Waiting on a hunt group. Putting the hunt group number in the ACD Hunt Groups tab is not enough; the hunt group must still be in the Call First Rang At Extension/Group field on the Call Route Tab. Call Segmentation: If Call Segmentation is disabled, there can only be one device that is considered first rung. Therefore, if a call is recalled to a different hunt group, Calls Waiting would show 0 for the second hunt group because the first hunt group is considered first rung. If Call Segmentation is enabled, each call segment has a corresponding device as the device that first rang and is, therefore, not affected. Announcements/Overflows: When a call is ringing for a hunt group, Calls Waiting and/or All Calls Ringing will decrease during Announcement and Overflow messages unless the application numbers and Voice Mail devices are entered in the Extensions section of Data Manager in Server. Each of these must also have the Yes, this device is treated as not yet answered and Yes, this device is treated as not yet rung flags enabled. Deskboard Tiles Deskboard tiles are used to display a single call summary statistic. If you only want to see information for a particular set of extensions, such as a particular group of agents, you can add a filter to the tile. The statistic can also have an associated alarm, which will notify you when the statistic falls within a certain range. 148 Reporter Real-Time

Multi Stat Tiles Multi Stat tiles are similar to Deskboard tiles, but they display several call summary statistics in a list format. Applying a filter to this tile affects all statistics on the tile, allowing you to view similar statistics for a given filter, such as a group of agents. Each statistic can have an associated alarm, which will notify you when the statistic falls within a certain range. Graph (Multi Stat) Tiles This graph tile displays several similar statistics on one graph. This data can be graphed as either a bar, column, or pie chart with various other options. Graph Over Time Tiles This graph tile displays a single statistic over a period of time. The statistic can also be summarized by a particular time period (e.g., every 15 minutes) to give an indication of telephone activity over time. REPORTER REAL-TIME Call Center User Guide 149

Graph by Device Tiles This graph tile displays a single statistic for every device of a particular type (e.g., agents, extensions, etc.). This allows you to visually compare a particular statistic, such as total talk time, against a group of agents. StationViewer Tiles StationViewer tiles display StationViewer buttons that indicate the current status of an extension or agent. Each button contains a lamp (bulb) and an icon that depicts the state of the device. The device extension and description (usually the username) is also displayed, allowing you to easily identify who is busy, idle, etc. StationViewer list tiles are not filtered like other tile types. NOTE: When you add a StationViewer tile, it is empty. You must populate the tile with extensions or agents as described on page 167. The lamp indicators are configurable, allowing you to choose the desired color for busy, DND, idle, etc. (see page 167). The icons, however, are not configurable and differ for extensions and agents, as indicated in the following table. Button Description An outbound call is ringing on this extension. REPORTER REAL-TIME An inbound call is ringing in on this extension. A call is answered on this extension. A call is held on this extension. A call is answered and held on this extension. Agent is logged out. Agent is logged in. 150 Reporter Real-Time

In addition to providing lamp indicators and icons, StationViewer buttons display a tooltip when you pause the mouse pointer over a button. This tooltip provides the following information: Agent: (Available in agent mode only) Displays the name or ID of the agent. Device: Indicates the extension number of the device. Description: (Available in extension mode only) Displays the description for that device as programmed in the phone system. This is usually the username. Current Status: (Available in agent mode only) Displays the current status of the agent (e.g., free, busy, wrapup, logged out, etc.). On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description (username) of the caller. DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME). FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the type of forward is displayed (e.g., ALL CALLS). NOTE: You can also use the StationViewer buttons to handle calls associated with the StationViewer extensions/agents (see the User s Manual for details). Extension List Tile This tile displays various statistics per extension using either icons or a report list. In addition to displaying information, such as the Caller ID of the call on the extension, the tile can display summary information for each extension, such as total talk time, calls handled, etc. The list can also have an associated alarm, which will notify you when calls on an extension have been ringing for longer than a specified period. This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the extension is inbound or outbound, while the foreground color of each item denotes whether the call is answered, ringing, or on hold. REPORTER REAL-TIME Call Center User Guide 151

The images in the Status field change, depending on the status of the call that is active at the extension, as described in the following table. BUTTON DESCRIPTION An inbound call is ringing in on this extension. An outbound call is ringing in on this extension. A call is answered on this extension. A call is held on this extension. A call is answered and held on this extension. When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want to sort by more than one column, select the column that you want to sort by first. Then, hold down the SHIFT key and select the next column you want to sort. For example, if you want to sort the extension numbers based on the number of calls in, select Calls In first, then hold down the SHIFT key and select No/ID. You can also auto-size a column by selecting the column header while holding down the ALT key. Agent List Tile REPORTER REAL-TIME This tile displays various statistics per agent using either icons or a report list. In addition to displaying information, such as the Caller ID of the call at the agent extension, the tile can display summary information for each agent, such as total time logged in,% busy time, etc. The list can also have an associated alarm, which will notify you when the agent has been in a particular state for longer than a specified period. 152 Reporter Real-Time

This tile uses a color scheme to indicate the status of the agent. For example, the background color of each list item denotes whether the agent is free, busy, etc. The images in the Status field change, depending on the status of the agent, as described in the following table. BUTTON Agent is logged out. DESCRIPTION Agent is logged on. An inbound call is ringing in on this agent. An outbound call is ringing in on this agent. A call is answered on this agent. A call is held on this agent. A call is answered and held on this agent. When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want to sort by more than one column, select the column that you want to sort by first. Then, hold down the SHIFT key and select the next column you want to sort. For example, if you want to sort the agent extension based on the number of completed calls in, select Completed Calls In first, then hold down the SHIFT key and select No/ ID. You can also auto-size a column by selecting the column header while holding down the ALT key. REPORTER REAL-TIME Call Center User Guide 153

Trunk List Tile This tile displays various statistics per trunk using either icons or a report list. In addition to displaying information, such as the Caller ID of a call on the trunk, the tile can display summary information for each trunk, such as calls handled, average ring time, etc. The list can also have an associated alarm, which will notify you when calls on a trunk have been ringing for longer than a specified period. This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is inbound or outbound, while the foreground color of each item denotes whether the call is answered, ringing, or on hold. The images in the Status field change, depending on the status of the call that is active at the trunk, as described in the following table. BUTTON DESCRIPTION An inbound call is ringing in on this trunk. An outbound call is ringing in on this trunk. A call is answered on this trunk. REPORTER REAL-TIME A call is held on this trunk. A call is answered and held on this trunk. When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want to sort by more than one column, select the column that you want to sort by first. Then, hold down the SHIFT key and select the next column you want to sort. For example, if you want to sort the trunk line number based on the extension where the call first rang, select First Rang On first, then hold down the SHIFT key and select No/ID. 154 Reporter Real-Time

Extension Detail Tile This tile displays every available statistic for a given extension and graphs some of this information. Agent Detail Tile This tile displays every available statistic for a given agent and graphs some of this information. REPORTER REAL-TIME Call Center User Guide 155

WORKING WITH TILES This section describes how to add, change, and remove tiles as well as how to manipulate and personalize your tiles. Adding Tiles with the New Tile Wizard When creating tiles, you can either use the New Tile Wizard or create a blank tile of a specific type and set its properties. The New Tile Wizard enables you to quickly create many variations of available tiles without having to worry about some of the more detailed properties. Although creating a tile using the property sheets gives you access to all properties for a tile, it may take slightly longer to create. To invoke the New Tile Wizard, select Add Tile from the main menu ( ) or shortcut menu, and select New Tile Wizard. Or, you can click the Add Tile button ( ) on the toolbar and select New Tile Wizard. The wizard will display the following pages, depending on your selections: Welcome: Select the type of tile you want to create, and click Next. NOTE: Because there are no statistics or filters associated with a StationViewer tile, if you select a StationViewer tile and click Next, the last wizard screen is displayed. The StationViewer List Tile only supports agents if a Pro license has been obtained from Server. ALSO: You can double-click on a tile in the list to select that tile type and automatically proceed to the next page of the wizard. REPORTER REAL-TIME Choose a Statistic: Select the statistic you want to display in the tile, and click Next. Choose your Statistics: Select the statistics you want to display if you selected the Multi Stat or Graph (Multi Stat) tile type, and click Next. You have the following options: To add a statistic, highlight the statistic in list box on the left and click Add. The statistic will appear in the list box on the right. To remove a statistic, highlight the statistic in the list box on the right and click Remove. The statistic will appear in the list box on the left. NOTE: When creating a Graph (Multi Stat) tile, you can only choose statistics that use the same unit of measurement (e.g., time, number, etc.). You can initially choose any statistic to add, but you will not be allowed to add subsequent statistics unless the units are the same. The Add button is grayed-out if you have selected a statistic that uses different units. 156 Reporter Real-Time

Choose a Device Type: Select the type of device you want to graph, and click Next. This page only displays if you selected a Graph by Device tile type. Choose a List Type: Select the type of information you want displayed for a list tile, and click Next. This page only displays if you selected an Extension, Agent, or Trunk List tile type. Choose a Device: Use the drop-down box to select the device for which you want to display details, and click Next. This page only displays if you selected an Extension or Agent Detail tile type. Choose an Update Interval: Enter the time interval, using the format hh:mm:ss, to indicate the time period you want to use for displaying data, and click Next. This page only displays if you selected the Graph over Time tile type. Choose a Filter: Select whether you want to create a new filter, not use a filter, or choose a filter from the list. If you select Choose a filter from the list, the list box will display all available filters. Select a filter, and click on Next. If you select Don t apply filter, the All Calls filter is applied to the tile. Click Next. If you select Create a filter, the next page that displays will allow you to create a basic filter. Click Next. Create a Filter: Enter a name for the filter, select the type of filter you want to apply (e.g., by extension, agent, or DID), and use the drop-down box to identify the devices you want to include, separated by commas. Click Next when finished. This page only displays if you selected Create a filter from the Choose a Filter page. Congratulations: Select Show the tile s properties once it has been created to immediately display the property sheet (see the next section). Do not select this option if you want the main window to display. Click Next to create the tile. REPORTER REAL-TIME Call Center User Guide 157

REPORTER REAL-TIME Adding Tiles Using Property Sheets To create tile using property sheets, select Add Tile from the main menu ( ) or the shortcut menu (right-click,) or click the Add Tile button ( ) on the toolbar. Then select the type of tile you want to create. Follow the instructions based on the tile you are creating, as described in the following pages. Adding a Deskboard Tile The Deskboard tile is identical to those tiles displayed in Deskboard. Refer to Adding A New Tile (page 45) of the RealViewer section for information on creating a Deskboard tile. Adding a Multi Stat Tile To add Multi Stat tiles: 1. Select the Multi Stat Tile option from the Add Tile menu. The Multi Stat Properties page displays. 2. Complete the following fields in the General tab: Caption: Enter the title you want displayed above the tile. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 185 for details on filters. 158 Reporter Real-Time

3. Select the Statistics tab. If you are editing the tile, this page displays the currently available statistics, indicating their color and whether or not they have an associated alarm. If you are creating a new tile, this page is blank. You have the following programming options: Add: Allows you to add a statistic by displaying a menu containing groups of statistics. When you select a group, a submenu displays all statistics of that type. Selecting a statistic automatically adds it to the list, using the defaults for that statistic. Remove: Removes the selected statistic from the list. Because you cannot remove the statistic as an option in the Add menu, you are not prompted for a confirmation. Properties: Displays the Configure Statistic dialog for the selected statistic. This allows you to change the statistic being displayed, the color of the statistic, and whether or not an alarm is associated with the statistic. To change the statistic to display, select the ellipsis (...) button and choose the new statistic from the menu. To change the text colors, use the dropdown box to make your selection. To add an alarm, select the Activate the alarm on this item and click Alarm Settings (see page 48 for details). Click OK to save your settings, or click Cancel to exit without saving changes. You are returned to the Multi Stat Properties page. REPORTER REAL-TIME Call Center User Guide 159

Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other. NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection. 4. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the new tile is added to the Tile Area. REPORTER REAL-TIME Adding a Graph (Multi Stat Tile) To add a Graph (Multi Stat) tile: 1. Select Graph (Multi Stat) Tile from the Add Tile menu. The Graph (Multi Stat) Properties page displays. 2. Complete the following fields in the General tab: Caption: Enter the title you want displayed above the tile. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 185 for details on filters. 160 Reporter Real-Time

3. Select the Scale tab. This page allows you to manually override the scale used to display the graph. By default, Reporter Real-Time will automatically calculate the scale whenever the data in the graph changes so that the data will always fit within the available space. Complete the following fields: Automatic Scaling: Select Let me choose the scale values to use to override the scale selected by Reporter Real-Time and enable the other fields in this page. If you do not select this option, Reporter Real-Time will automatically choose the scale that fits all of the data in the graph s window. Scale: Enter the values you want to use for the minimum and maximum points on the graph (the units available depend on the graph data selected in the Graph tab). Or, use the scroll bars to select the values. 4. Select the Graph tab. If you are editing the tile, this page displays the currently available statistics, indicating their color and the style of the graph (e.g., pie, bar, etc.). If you are creating a new tile, this page is blank. You have the following programming options: Add: Allows you to add a statistic by displaying a menu containing groups of statistics. When you select a group, a submenu displays all statistics of that type. Selecting a statistic automatically adds it to the end of the list, using the defaults for that statistic. REPORTER REAL-TIME NOTE: You cannot graph statistics that use different units, and Reporter Real- Time will restrict the available statistics based on your current selection. If you are creating a new tile, you can initially select any statistic. Once you have added that statistic, however, the Add menu will only display those other statistics that utilize the same units. If there are no other statistics available, the Add button will be disabled (grayed-out). Call Center User Guide 161

Remove: Removes the selected statistic from the list. Because you cannot remove the statistic as an option in the Add menu, you are not prompted for a confirmation. Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other. NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection. Graph Style: Use the drop-down list to select the style of graph you want to display. The available options depend on the data you are including. To change a statistic s color, click on the color box, or select the statistic and press the space bar on your keyboard. Then make your selection from the list of available colors that displays. 5. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the new tile is included in the Tile Area. REPORTER REAL-TIME Adding a Graph Over Time Tile To add a Graph Over Time tile: 1. Select Graph Over Time from the Add Tile menu. The Graph Over Time Properties screen displays. 2. Complete the following fields in the General tab. Caption: Enter the title you want displayed above the tile. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 185 for details on filters. 162 Reporter Real-Time

3. Select the Scale tab. This page allows you to manually override the scale used to display the graph. By default, Reporter Real-Time will automatically calculate the scale whenever the data in the graph changes so that the data will always fit within the available space. Complete the following fields: Automatic Scaling: Select Let me choose the scale values to use to override the scale selected by Reporter Real-Time and enable the other fields in this page. If you do not select this option, Reporter Real-Time will automatically choose the scale that fits all of the data in the graph s window. Scale: Enter the values you want to use for the minimum and maximum points on the graph (the units available depend on the graph data selected in the Graph tab). Or, use the scroll bars to select the values. 4. Select the Update tab, and complete the following fields: Update Frequency: Enter the interval, in seconds, for which you want the graph to collect information and plot on the graph, or use the scroll bar to make your selection. Time Period: Use the slider to select how many points you want to collate, which defines the total time period the graph will display (i.e., including current and historical data). For every interval (specified by the Update Frequency), Reporter Real-Time will calculate the total, average, minimum, and maximum values for the statistic and plot these on the graph. Your selection is displayed to the right of the slider, allowing you to choose to graph only the last few seconds of data or as far back as the start of the day (i.e., midnight). REPORTER REAL-TIME Call Center User Guide 163

REPORTER REAL-TIME 5. Select the Graph tab., and complete the following fields: Statistic: Indicates the statistic that the graph will display. Click the ellipsis (...) button to choose a different statistic. Show Maximum Value: Select this option to display the maximum value on the graph. Show Minimum Value: Select this option to display the minimum value on the graph. Show Current Value: Select this option to display the current value of the statistic at the end of each time interval. Current Value Displays As Average: Select this option to display the current value as a moving average, rather than the value of the statistic at the end of the time interval. If you selected Show current value and you check this box, the current value is displayed as an average. This is useful for statistics such as Busy Lines or Inbound Call Rate. 6. Select the Call Colors tab, and complete the following fields: Current Value: Use the dropdown list to select the color to use for current or average values, if applicable. Maximum Value: Use the drop-down list to select the color to use for maximum values, if applicable. Minimum Value: Use the drop-down list to select the color to use for minimum values, if applicable. Style: Use the drop-down list to choose the format of the graph. Your options are Bar Graph, Area Graph, or Line Graph. 7. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the tile is added to the Tile Area. 164 Reporter Real-Time

Adding a Graph By Device Tile To add a Graph by Device tile: 1. Select Graph by Device from the Add Tile menu. The Graph by Device Properties dialog displays. 2. Complete the following fields in the General tab: Caption: Enter the title you want displayed above the tile. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 185 for details on filters. 3. Select the Scale tab. This page allows you to manually override the scale used to display the graph. By default, Reporter Real-Time will automatically calculate the scale whenever the data in the graph changes so that the data will always fit within the available space. Complete the following fields: Automatic Scaling: Select Let me choose the scale values to use to override the scale selected by Reporter Real-Time and enable the other fields in this page. If you do not select this option, Reporter Real-Time will automatically choose the scale that fits all of the data in the graph s window. Scale: Enter the values you want to use for the minimum and maximum points on the graph (the units available depend on the graph data selected in the Graph tab). Or, use the scroll bars to select the values. REPORTER REAL-TIME Call Center User Guide 165

4. Select the Graph tab, and complete the following fields: Graph By Trunk Line: Select this option to display the statistic for each trunk device included in the filter. Graph By Extension: Select this option to display the statistic for each extension device included in the filter. Graph By Agent: Select this option to display the statistic for each agent device included in the filter. Graph Style: Use the drop-down list to select the style of graph you want displayed. Use Device Description For Labeling Items: Select this option to include the device numbers in the X-axis. If this is not selected, device descriptions will be used as item labels. 5. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the tile is added to the Tile Area. REPORTER REAL-TIME 166 Reporter Real-Time

Adding a StationViewer Tile To add a StationViewer tile: 1. Select StationViewer View from the Add Tile menu. The StationViewer View Properties dialog appears, as shown below. 2. Complete the following fields in the General tab: Captions: Enter a descriptive title to display above the tile. StationViewer List Mode: Select Extension List to add extensions to the StationViewer tile or Agent List to add agents. NOTE: The Agent List option is available only if using a Pro license (see the User s Manual). ALSO: The title of the second tab changes depending on which StationViewer list mode you select. For example, if you select Agent List, the second tab changes from Extensions to Agents. 3. Select the Extensions (or Agents) tab. Add, remove, or move extensions/ agents, as described below. To add extensions/agents, click Add to display a menu containing the available devices and their associated descriptions. Select a device to automatically add it to the end of the list. REPORTER REAL-TIME NOTE: Devices that are added to the list are automatically removed from the Add menu. This ensures you do not add the same device more than once to a StationViewer tile. Call Center User Guide 167

To remove extensions/agents, highlight the device(s) to delete and click Remove. Because the devices are not deleted from the Add menu, you are not prompted for a confirmation. To move an extension/agent, highlight the device(s) to move and click Move Up or Move Down to move the device(s) up/down in the list. If you move more than one device at a time, the selected devices are kept in the same order relative to each other. The order of the devices displayed in this list is the order of the devices displayed in the StationViewer tile. NOTE: You can remove/move more than one extension at a time. To select extensions that are displayed next to each other, hold down the SHIFT key while selecting the first and last extension you want to highlight. To select extensions that are not listed consecutively, hold down the CTRL key while making your selection. REPORTER REAL-TIME 4. Select the StationViewer Bulb Colors tab. Use the drop-down list to select the desired color for the extension or agent states. The options available in this tab differ based on extension or agent mode. For extension mode, you can configure the bulb colors for the following states: DND Color: Specifies the bulb color for a device that is in Do- Not-Disturb (DND). Busy Color: Specifies the bulb color for a device that is currently on a call. Alerting Color: Specifies the bulb color for a device that is currently ringing. Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or alerting. For agent mode, you can configure the bulb colors for the following states: Logged Out Color: Specifies the bulb color for an agent that is currently logged out of the hunt group. Free Color: Specifies the bulb color for an agent that is logged in and is not currently on a call. 168 Reporter Real-Time

Free (E-mail) Color: Select the color in which you want agents in the free (e-mail) state to be drawn. Busy (Call) Color: Specifies the bulb color for an agent that is logged in and on a call. Busy (E-mail) Color: Select the color in which you want agents in the busy (e-mail) state to be drawn. Wrapup (Call) Color: Specifies the bulb color for an agent that is in wrapup mode for a call. Wrapup (E-mail) Color: Select the color in which you want agents in the wrapup (e-mail) to be drawn. DND Color: Specifies the bulb color for an agent that is logged in but is currently in DND. 5. Click OK when finished or click Cancel to exit without saving any changes. If you click OK, the StationViewer tile is added to the Tile Area. Adding a List (Extension, Agent, or Trunk) Tile There are three different types of list tiles available: Extension, Agent, and Trunk. Each displays information that pertains only to the extension, agent, or trunk and that match the parameters programmed in the associated filter. To add a list tile: 1. Select Extension List, Agent List, or Trunk List from the Add Tile menu. The List Properties dialog displays. 2. Complete the following fields in the General tab: Use Large Icon View: Select this option to display each extension/agent/trunk using a large icon. The requested fields, as specified in the Fields tab, are shown below this icon, and extensions are grouped in a grid format. Use Small Icon View: Select this option to display each extension/agent/trunk using a small icon. The device number and description are shown next to this icon, and extensions are grouped in a grid format. REPORTER REAL-TIME Call Center User Guide 169

Use Report View: Select this option to display each extension/agent/trunk in a list, with a single column for each piece of information. Each column can be individually resized and sorted (see pages 151 through 154). You can also scroll vertically through the extensions and horizontally through the columns. Always Show The Same Items: Select this option to show all extensions/ agents/trunks with a device number contained within the filter s extension/ trunk or agent group list, regardless of whether or not a call is active on the extension/trunk. If this is unchecked, the list will only show extensions/ agents/trunks that are currently on a call that conforms to the rules of the filter. Color and Alarm Based On Call State: Select this option to highlight extensions/agents/trunks in the list based on the type of call active at that extension/trunk (e.g., inbound or outbound, ringing, or answered). The list can also be alarmed against ring time so that extensions/agents/trunks in the list flash if a call has been ringing for longer than a given period of time. This option enables the Call Colors and Call Alarms tabs of the property sheet. Color and Alarm Based On ACD Agent State: Select this option to highlight extensions/agents in the list based on the status of the ACD agent logged in at the corresponding extension. The list can also be alarmed against the amount of time agents are spending in different agent states. This option enables the Agent Colors and Agent Alarms tabs of the property sheet. NOTE: This option is not available if you are creating a Trunk List tile. REPORTER REAL-TIME Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. If Always show the same items is checked, only the Extension/Trunk or Agent list part of the selected filter will be used (i.e., the extensions/trunks or agents listed in the General page of the filter). See page 185 for details on filters. 170 Reporter Real-Time

3. Select the Call Colors tab, if applicable. Use the corresponding drop-down box to select the desired colors for the following: Inbound Color: Indicates the background color for extensions/ trunks that are currently active on an inbound, external call. Outbound Color: Indicates the background color for extensions/ trunks that are currently active on an outbound, external call. Ringing Color: Specifies the text color for extensions/trunks that are currently ringing. Answered Color: Identifies the text color for extensions/trunks that are currently ringing. On Hold Color: Indicates the text color for extensions/trunks that are currently on hold. NOTE: The fields in the Call Colors tab are only enabled if the Color and alarms based on call state option is checked in the General tab (page 170). REPORTER REAL-TIME Call Center User Guide 171

4. Select the Call Alarms tab, if applicable, and complete the following fields: Enable the Alarm: Select this option to enable the alarm. You can also deactivate a firing alarm by deselecting this box. Alarm Settings: Click this button to program the alarm settings (see page 48). The alarm you program, however, will not fire unless you select the Enable the alarm option. NOTE: The fields in the Call Alarms tab are only enabled if the Color and alarms based on call state option is checked in the General tab (page 170). REPORTER REAL-TIME 5. Select the Agent Colors tab, if applicable. Use the drop-down list to select the desired background colors for the following states: Free color: Indicates agents that are in the free state. Free E-mail color: Select the color in which you want agents in the free (e-mail) state to be drawn. Busy (call) color: Specifies agents that are currently busy (on a call). Busy (e-mail) color: Select the color in which you want agents in the busy (e-mail) state to be drawn. Wrapup (call) color: Identifies agents that are in the wrapup state. Wrapup (e-mail) color: Select the color in which you want agents in the wrapup (e-mail) to be drawn. 172 Reporter Real-Time

DND color: Indicates agents that have their extension in DND. NOTE: The fields in the Agent Colors tab are only enabled if the Color and alarms based on ACD agent state option is checked in the General tab (page 170). ALSO: This tab is not available if you are creating a Trunk List tile. 6. Select the Agent Alarms tab, if applicable. Complete the following fields: Alarm free state: Select this option to enable an alarm for any agent who is in the free state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. Alarm free (e-mail) state: Select this option to enable an alarm for any agent who is in the free (email) state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. Alarm busy (call) state: Select this option to enable an alarm for any agent who is in the busy state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. Alarm busy (e-mail) state: Select this option to enable an alarm for any agent who is in the busy (e-mail) state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. Alarm wrapup (call) state: Select this option to enable an alarm for any agent who is in the wrapup state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. REPORTER REAL-TIME Call Center User Guide 173

Alarm wrapup (e-mail) state: Select this option to enable an alarm for any agent who is in the wrapup (e-mail) state for a certain period of time. Once selected, the Alarm Settings button will be enabled. To deactivate the alarm, deselect this option. Alarm DND state: Select this option to enable an alarm for any agent who is in the DND state for a certain period of time. Once selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option. NOTE: The fields in the Agent Alarms tab are only enabled if the Color and alarms based on ACD agent state option is checked in the General tab (page 170). ALSO: This tab is not available if you are creating a Trunk List tile. 7. Select the Fields tab. The list on the left displays the currently selected fields to be displayed. Each element of the list contains a description of the field, how the field is sorted (if applicable), the position of the field, and the sort order (in brackets). You have the following options: Sort Buttons: The button at the left of each item displays the current sort order of this field, as described below. REPORTER REAL-TIME BUTTON DESCRIPTION This field is not sorted. This field is sorted in ascending order. This field is sorted in descending order. NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the sequence in which fields are sorted. For example, if the list displays No/ID [1] and Calls In [2], the list is first sorted based on the No/ID field and then sorted again based on the Calls In field while maintaining the integrity of the first sort. The information in this page only applies to lists that are using the large icon or report view, as selected in the General page. 174 Reporter Real-Time

To change the sorting order, select the sort button of the field you want to sort, and make your selection from the menu. Add: Allows you to add a field by displaying a menu containing groups of statistics. When you select a group, a submenu displays all statistics of that type. Selecting a statistic automatically adds it to the end of the list, using the defaults for that statistic. Remove: Removes the selected statistic from the list. Because you cannot remove the statistic as an option in the Add menu, you are not prompted for a confirmation. Move Up/Down: Moves the selected statistic up/down in the list. If you move more than one statistic at a time, the selected statistics are kept in the same order relative to each other. NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while selecting the first and last statistic you want to highlight. To select statistics that are not listed consecutively, hold down the CTRL key while making your selection. 8. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the tile is added to the Tile Area. Adding an Extension or Agent Detail Tile To add an Extension or Agent Detail tile: 1. Select Extension Detail or Agent Detail from the Add Tile menu. The Extension/Agent Detail Properties dialog displays. 2. Complete the following fields: Device: Use the drop-down list to select the extension or agent you want to monitor within the Detail Tile. Or, enter the device number in the text box. Call Information: Select this option to display information about the current call that is active on the chosen device. Graph of Agent Status Times: Select this option to display a pie chart depicting the total time the device is in different agent states (e.g., busy, DND, wrapup, etc.). REPORTER REAL-TIME Call Center User Guide 175

Graph of Today s Call Summary: Select this option to display a bar graph of the number of calls handled by the device today. Filter: Use the drop-down list to select a filter to apply to the tile. This filter is automatically applied when you click OK. If needed, you can click Add to display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred filter for this tile. See page 185 for details on filters. 3. Click OK to save your settings, or click Cancel to exit without saving changes. If you click OK, the tile is added to the Tile Area. Editing a Tile To edit a tile: 1. Double-click on that tile s statistics, or right-click on the tile and select Properties from the shortcut menu. 2. Change the settings as desired. 3. Click OK when finished, or click Cancel to exit without saving changes. Removing a Tile To remove a single tile, right-click on the tile to remove and click Remove. At the prompt, click Yes to remove the tile or No to cancel the action. NOTE: Removing a tile cannot be undone. You can also remove all tiles by using the Tiles property page of the Options property sheet (see page 74 in the RealViewer section). Moving, Sizing, Zooming, and Switching Tiles are freely moveable and sizeable within the space of the Tile Area. REPORTER REAL-TIME Moving Tiles You can move tiles by clicking and dragging on the tile s caption. You can also move tiles, except the list tiles and StationViewer tiles, by clicking and dragging anywhere on the tile itself. NOTE: The list tiles (i.e., Extension, Agent, and Trunk) have call control functionality. If you click on the list itself (i.e., not the caption), the call control shortcut menu will display (see page 180). 176 Reporter Real-Time

Sizing Tiles You can resize tiles by clicking and dragging on the edge of a tile. Note that by repositioning tiles using the appropriate toolbar buttons (e.g., which repositions tiles in a grid format), tiles are resized to their optimum size for that style. Zooming Tiles You can zoom in on a tile so that it takes up all of the visible Tile Area space. This is similar to maximizing a normal window. To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom. On some systems, you can zoom the tile by single-clicking the tile with the Wheel button of the mouse. Repeating the zoom action will unzoom the tile. Switching Tiles The View ( ) button is similar to the Window menu used in standard Windows applications. When you select this button, a list of tiles in the Tile Area displays. To switch to a particular tile, select it from the list. The focus will then shift to the selected tile. Cut, Copy, and Paste Tiles can be copied and pasted to and from the clipboard, allowing you to quickly create very similar tiles. Copying to the Clipboard To copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cut to copy the tile to the clipboard and remove the tile from the Tile Area. Because you are not deleting the tile (i.e., it is still available on the clipboard), you are not prompted for a confirmation. Pasting from the Clipboard To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and selecting Paste. The tile will be pasted next to the tile where you right-clicked to perform the paste. NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that can be pasted. REPORTER REAL-TIME Call Center User Guide 177

Pasting into Other Applications All tiles, except for the Deskboard and Agent/Extension Detail tiles, can be copied to the clipboard and pasted into other applications. Such tiles can be pasted as either text (e.g., a comma-delimited list of fields and records) or as a bitmap. The application to which you are pasting will normally decide how the data is displayed, which may not match the format you need. You can sometimes override this, however, if the application supports the Paste Special command (usually under the Edit menu). For example, if you copied a graph tile to the clipboard and pasted it into Excel, the numeric values behind the graph would display in the spreadsheet. If, however, you select Paste Special and choose Device Independent Bitmap from the list of choices, a bitmap of the graph is pasted. Arranging Tiles You can control the way Reporter Real-Time arranges tiles on your screen. To arrange tiles in a grid, click the button in the toolbar. The tiles are automatically arranged in a grid, as shown below. REPORTER REAL-TIME 178 Reporter Real-Time

To arrange tiles as columns, click the down arrow next to the button in the toolbar and select Tile In Columns. The tiles are automatically arranged in one row with one column for every tile, as shown below. To arrange tiles as rows, click the down arrow next to the button in the toolbar and select Tile In Rows. The tiles are automatically arranged in one column with one row for every tile, as shown below. REPORTER REAL-TIME Call Center User Guide 179

To arrange tiles with the lists at the bottom, click the down arrow next to the button in the toolbar and select Tile In List. The tiles are automatically arranged in one column with one row for every tile, as shown below. CALL CONTROL REPORTER REAL-TIME A special feature of the list tiles is the ability to control calls from the supervisor s terminal. This is achieved by using the call control menu, which is accessed by clicking on a device in an Agent, Extension, Trunk List tile, or StationViewer tile (see page page 69 for StationViewer call control). The options available in the menu will vary depending on the state of the device selected. You can also handle calls at your own extension using various toolbar buttons (see page 144). This feature is available only if using a Reporter or Pro license. Before using the Call Control functionality, you must specify your extension in the Call Control page in the Configure View screen (see page 185). You should also identify the mailbox that will be used for recording calls. Call Now To call an extension or agent in the list, click on the device you want to call, and select Call Now from the menu. This will make an internal call from your extension to the selected device. NOTE: This does not automatically answer the call at the selected device. 180 Reporter Real-Time

Steal Call To transfer or redirect a call at the selected agent, extension, or trunk to your extension, click on the device where the call is currently active, and select Steal Call. The call is transferred but not automatically answered. Send Call To Other To transfer or redirect a call at the selected agent, extension, or trunk to any other extension in the telephone system: 1. Click on the device where the call is currently active, and select Send Call To. The Transfer Call To dialog displays. 2. Use the drop-down box to select the extension that will receive the call. Or, you can enter the name or extension number of the person to receive the call. If you enter the name/number in the text box, a list of matching extensions/names are displayed, along with the status of that extension. This allows you to choose a person who is available before you transfer the call. 3. Click OK to transfer the call, or click Cancel to return the call to the original extension. If you do not see the desired option in the call control menu, select the Other menu item. This displays additional call control features, as described below. Answer To answer a call ringing at the selected agent or extension, select Answer. This connects the ringing call to the selected agent or extension (i.e., it does not connect you to the ringing call), regardless of whether or not anyone is present at the extension. REPORTER REAL-TIME Release To drop all calls at the selected agent, extension, or trunk, select Release. This command takes immediate affect (i.e., no warning is given) and should be used with caution. Call Center User Guide 181

Assert Log Out To force an agent to log out of a group or extension: 1. Select Assert Log Out from the Other menu. The Agent Logout dialog displays. 2. Use the drop-down lists to select the agent and/or extension to log out. 3. Use the drop-down list to select a specific hunt group, if desired, out of which you want to log the agent or extension. NOTE: Reporter Real-Time will attempt to guess as much information as possible from the agent or extension you have selected to log out, and this will already be entered in the dialog for you. 4. Click OK to log the agent out, or click Cancel to cancel the action. Assert Log Out All REPORTER REAL-TIME Log In To force all agents to log out from all groups at all extensions, select Assert Log Out All. The telephone system does not update Server with current agent states when the Server starts, and Call Center may think agents are not logged in when they actually are. This call control feature helps resolve this problem by forcing everyone to log out. To log an agent in at an extension: 1. Select Log In. The Agent Login dialog displays. 2. Use the drop-down lists to select the agent and/or extension to log in. 3. Use the drop-down list to select a specific hunt group, if desired, into which you want to log the agent or extension. NOTE: Reporter Real-Time will attempt to guess as much information as possible from the agent or extension you have selected to log in, and this will already be entered in the dialog for you. 4. Click OK to log the agent in, or click Cancel to cancel the action. 182 Reporter Real-Time

Log Out To log an agent out of a group or extension: 1.Select Log Out. The Agent Logout dialog displays. 2.Use the drop-down lists to select the agent and/or extension to log out. 3.Use the drop-down list to select a specific hunt group, if desired, out of which you want to log the agent or extension. NOTE: Reporter Real-Time will attempt to guess as much information as possible from the agent or extension you have selected to log out, and this will already be entered in the dialog for you. 4. Click OK to log the agent out, or click Cancel to cancel the action. Enter Free State To change a device s status to Free, click on the device for which you want to change the status, and select Enter Free State. Generally, this option will only have an affect if the selected device is in wrapup or DND. Enter DND To change a device s status to DND, click on the device for which you want to change the status, and select Enter DND. Enter Wrapup (Call) To change a device s status to Wrapup for taking calls, select Enter wrapup (call). The device is placed in wrapup (call) mode. This agent state is used to depict that an agent is currently logged in, but not available for answering calls because they are finishing activities related to the previous call (although no call is currently active with the agent). Enter Free (E-mail) State Available in a future release. To change a device s status to Wrapup for taking calls, select Enter free (e-mail) state. The device is placed in free (e-mail) mode. This agent state is used to depict that an ACD agent is currently logged in and able to handle e-mails only. In a normal ACD environment, the system will only route inbound e-mails to those agents in the free (e-mail) state (i.e., the device is in wrapup (call), wrapup (e-mail), or DND). REPORTER REAL-TIME Call Center User Guide 183

Enter Wrapup (E-mail) Monitor Available in a future release. To change a device s status to Wrapup for taking calls, select Enter wrapup (e-mail). The device is placed in wrapup (e-mail) mode. This agent state is used to depict that an agent is currently logged in, but not available for processing e-mail because they are finishing activities related to the previous e- mail, (although no e-mail is currently active with the agent). Calls will not be routed to the agent while they are in this state. You can listen to conversations at other extensions. This feature must be enabled on the telephone system before it will function correctly within Call Center. Silent Monitor To monitor an extension from Reporter Real- Time, select the agent or extension that you wish to monitor, and then select the Silent Monitor option. The extension will then be monitored from your extension until the monitoring call ends. If the telephone system has been configured accordingly, the extension user is not aware that they are being monitored. NOTE: This option will be grayed-out if the agent or extension is not currently on a call. REPORTER REAL-TIME Record This Call You can also record calls at an agent or extension to your mailbox. To record a call, select the agent or extension that is on a call you wish to record, and select Record This Call. When the call ends, the recording will appear in your mailbox, as configured through the Call Control Options property page (see page 185). NOTE: To use the Record This Call option correctly, the Mailbox User-keyed Extensions flag in the telephone system must be enabled for all extensions. This flag allows calls to be recorded at one extension into a different mailbox. If this flag is disabled, calls will be recorded to the mailbox where the call was active. ALSO: Certain or all types of call monitoring capability may be disabled on the telephone system due to local by-laws/regulations, etc. 184 Reporter Real-Time

WORKING WITH FILTERS The power of the Reporter Real-Time comes from its ability to limit statistics to only certain types of calls (e.g., inbound only, calls for a specific DID number or list of extensions, etc.). This is achieved by using filters. Each tile (except a StationViewer tile) can have a filter associated with it, which is the All Calls filter by default. This is the only filter that cannot be edited or removed. You can create as many filters as you require, limited only by memory, and apply filters to none, one, or many tiles. Filters can also be edited after being created and will immediately reflect changes in any tiles using the modified filter. The filters used in Reporter Real-Time are configured the same way in RealViewer, as described on page 51 in the RealViewer section of this guide. CUSTOMIZING REPORTER REAL-TIME Reporter Real-Time has several configurable options, including the appearance of the Tile Area, that are applied globally to the application. To configure the application to suit your needs: 1. Click the Options button, or select Options from the main menu ( ). The Configure View screen displays. 2. Refer to the following pages in the RealViewer section of this guide for completing the specified tabs: General: Page 70 Account Codes: Page 71 Service Levels: Page 71 Durations: Page 72 Tiles: Page 74 REPORTER REAL-TIME NOTE: Because the options in the Advanced tab can affect the performance of your computer, you should not change them. Call Center User Guide 185

3. Select the Call Control tab. This page lets you specify the supervisor extension and mailbox number. You do not need to configure this page if you do not plan on using the call control features of Reporter Real- Time. Complete the following fields: Your Extension: Use the dropdown list to select the extension where the supervisor is sitting, or enter the extension in the text box. This should also be the extension that is closest to the computer running Reporter Real-Time. When using call control, this is the extension that will be used as the source extension. For example, if you use the Call Now feature, the call will be made from the extension specified in this field. Your Mailbox: Use the drop-down list to select the supervisor s mailbox, or enter the mailbox number in the text box. When Record This Call is selected, the call is recorded to this mailbox. NOTE: Because the options in the Advanced tab can affect the performance of your computer, you should not change them. 4. Click OK when finished, or click Cancel to exit without saving changes. REPORTER REAL-TIME 186 Reporter Real-Time

Intelligent Router OVERVIEW This guide describes how to install and configure the Intelligent Router software application. It also includes application-specific information, including the supported platforms and the minimum recommended hardware specifications. Finally, example scenarios are provided to give you an idea of how you can use Intelligent Router to perform common tasks. NOTE: Before you install Intelligent Router, please ensure that Server is installed and configured correctly on the CTI Server computer. ALSO: Intelligent Router requires the Call Segmentation feature. For information on enabling this feature, see the Server chapter of the User s Manual. ABOUT INTELLIGENT ROUTER The Intelligent Router is a call routing program that uses Rules, Conditions, and Actions to perform its functions, as illustrated below. Process Rule (e.g., Trunk Call Terminated) Condition 1 Satisfied? Yes Condition Yes Condition Yes 2 3 Satisfied? Satisfied? No No No Do Not Execute Action Execute Action INTELLIGENT ROUTER Call Center User Guide 187

Rules In this example, the Process Rule is evaluated based on three separate Conditions. If all Conditions are met, the Action is executed (i.e., the trunk call is terminated). If a Condition is not met, the Action is not executed (i.e., the trunk call remains connected). A Rule defines how its associated conditions are evaluated, which determines whether or not the related action is executed. When defining rules, you can select a specific rule type (e.g., trunk call routing, extension/agent DND changed, etc.), the type of device affected (i.e., extension/group or agent ID), and other various parameters. Once the rule is programmed, you can assign conditions that must be met before the desired action is executed. Conditions Actions Conditions provide specific and flexible call routing capabilities. Each condition is a programmed parameter that must be met before an Action is fired. For detailed call routing, you can assign multiple Conditions to the same Rule or use Placeholders to further define the Condition. Actions are executed when a Rule is evaluated and all Conditions are met. With Intelligent Router, you can select from a variety of actions, including Answer Call, Route Call, Release, etc. You can also assign Placeholders to an Action to ensure the operation is based on current information (e.g., time, calls in queue, etc.). Placeholders Intelligent Router includes Placeholders, which allow you to assign additional parameters to a Condition or Action. For example, you can route a call based on the fields assigned in the Telephone Import screen in Server. You can also route calls based on different statistics, including the current time, number of calls, etc. PLATFORM SUPPORT The Intelligent Router is a 32-bit application and is not supported on 16-bit platforms. Currently, the Intelligent Router supports Windows 95, 98, ME, 2000, Windows NT (Version 4 and later), and XP. INTELLIGENT ROUTER 188 Intelligent Router

SPECIFICATIONS This section lists the minimum recommended hardware specifications. Recommended Hardware Specifications The minimum recommended hardware specifications for Intelligent Router are as follows: IBM-Compatible 350MHz (500MHz recommended) Processor 1 192MB (256MB recommended) RAM 2 30MB Free Hard Disk Space 1MB (2MB recommended) Graphics Card (1024x768) 4+GB Hard Drive 20MB (50MB recommended) Hard Disk Space 32-Bit Network Card 3.5 Floppy Drive Bus or Serial Mouse CD-ROM Drive NOTE: If using e-mail actions, you must also have a MAPI-compliant e-mail application installed on the PC running Intelligent Router. ALSO: Increase the requirements if installing the Intelligent Router on the same computer that is running Call Center Suite Server. This is especially important if you have enabled logging, which requires additional disk space, on Intelligent Router or Server. INTELLIGENT ROUTER Call Center User Guide 189

INTELLIGENT ROUTER BASICS This chapter describes how to start and configure Intelligent Router. It also includes information on the menu options available in the application. Starting Intelligent Router Intelligent Router automatically launches whenever you restart your PC. If you close the application, however, you must manually start it using your desktop or the Start menu as described below. To start Intelligent Router: EITHER, 1. Select Programs from the Windows Start menu. 2. Select the Inter-Tel Call Center Suite sub menu. 3. Select Intelligent Router and then the Intelligent Router menu item. After a short wait, Intelligent Router will start. OR, Double-click on the Intelligent Router icon ( ) on your desktop. NOTE: When Intelligent Router starts for the first time, the Internet connection wizard appears. You must supply the following information, then click Next to proceed through the wizard: Name Internet E-mail address E-mail Server Names (Incoming and Outgoing) Internet Mail Logon information (account name and password) Once this information has been configured for the first time, you will not be prompted for it again. INTELLIGENT ROUTER 190 Intelligent Router

Router Configuration Wizard If this is the first time you have started Intelligent Router after installation, the Configuration Wizard will run. This wizard will help you locate a Server if one cannot be found, and it will assist you in setting up the call control feature. The Configuration Wizard contains the following pages: Welcome to Navigator: Click Next to continue. Search for Server: If the network configuration on the Router computer is correct and Server has already been appropriately configured, Intelligent Router should automatically list the CTI Servers that are available on the same computer network. You may have to wait several minutes while Intelligent Router queries the computer network. Select the CTI Server (Server) for the connection, and click Next. Extension for Call Control: Enter the extension number designated for Intelligent Router in the appropriate text box. You can also enter a Voice Mailbox number if you want to use the record-a-call feature. NOTE: The Router s extension must be a valid extension number. It cannot be an agent ID. Finished: Click Finish to access Intelligent Router s main screen. INTELLIGENT ROUTER Call Center User Guide 191

Network Settings For the product to obtain real-time information for Server, it must be able to locate a CTI Server (Server). To connect to a Server, select the Network option from the main menu, or click the Network option button ( ). The Network Settings screen is displayed, as shown below. You can setup the CTI Server network information either manually or automatically using this screen, as described in the following sections. INTELLIGENT ROUTER 192 Intelligent Router

Automatic Configuration To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the Intelligent Router has found a CTI Server and the information in this screen is updated, click OK to exit this screen and save the changes. To cancel unwanted changes, click Cancel. NOTE: The product will automatically go into the self-configuration mode on startup if it has just been installed, or if it is unable to find the Server. Manual Configuration To manually setup the CTI Server network information: 1. Select the available network protocol to use for communicating with the Server. 2. Enter the network name of the CTI Server in the Server field. If connecting using NetBIOS, this will normally be similar to CTISERVER1. If connecting using TCP/IP, it will normally be CTISERVER-01. 3. Select the port number used to access the Server. 4. Enter the location of the CTI Server (Server) database. To browse for the database path, click the ellipsis (...) button. 5. Select Automatically retrieve the database path to ignore the Database Path field and have Server provide the database path when the network connection is established, if desired. 6. Click OK when finished, or click Cancel to exit without saving changes. NOTE: The network protocol you select must match the network protocol being used by the Server. INTELLIGENT ROUTER Call Center User Guide 193

INTELLIGENT ROUTER WINDOW When you start Intelligent Router, the main window is displayed, as shown below. Titlebar Toolbar Tile Area NOTE: Your Intelligent Router window may have more tiles displayed in the Tile Area, depending on the configuration (see page 198 for details). INTELLIGENT ROUTER Titlebar Each feature displayed in this window is described in the following sections. The titlebar is the rectangular region at the top of the window. It displays the name of the application and indicates if Intelligent Router is Off-Line. Off-Line indicates that Intelligent Router has not yet connected to the Server, and it is not ready to display calls from/to your extension device. Intelligent Router may be Off-Line if your network supervisor has closed down the network or if the server has been shutdown or is not physically connected to the network. 194 Intelligent Router

Toolbar The toolbar contains buttons that activate drop-down menus or execute an action. You can use the options in these menus to configure Intelligent Router or to perform special tasks. The tasks associated with each toolbar button are specified in the table below. Button Description Displays the Main Menu (see page 196). Activates the Rule Manager for creating and editing Rules (see page 203). Displays the Filter Manager for creating and editing filters (see page 214). Displays the Options dialog (see page 202). Displays the Network Settings dialog (see page 192). Sets the view mode to Two Tile View (see page 198). Sets the view mode to Four Tile View (see page 198). Repositions the open tiles in a particular format. Use the drop-down menu to select a format (see page 199). Displays the Media Blending Settings dialog (available in a future release). Displays a list of nodes and their current status (see page 147). Tile Area The Tile Area is a container for all tiles. Tiles are automatically arranged for you in based on your view mode. INTELLIGENT ROUTER Call Center User Guide 195

Main Menu To access the main menu, select the main menu button ( ) on the toolbar. The following options are displayed: Save: Saves the current configuration to your hard disk. This action is always performed when you exit. Rule Manager: Displays the Rule Manager, allowing you add and edit rules (see page 200). This is the same as clicking the Rule Manager button ( ) in the toolbar. Filter Manager: Displays the Filter Manager, allowing you add and edit filters (see page 214). This is the same as clicking the Filter Manager button ( ) in the toolbar. Options: Displays the Options dialog, allowing you to configure global options (see page 202). This is the same as clicking the Options button ( ) in the toolbar. Network: Displays the Network Settings dialog (see page 192), allowing you to configure the network connection to the CTI Server (Server). This is the same as clicking the Network button ( ) in the toolbar. Help Topics: Displays the help file. About: Displays information about the configuration of the software, such as the version number and the CTI Server (Server) to which it is connected. Exit: Closes Intelligent Router and saves the current configuration. Shortcut Menu You can also access different programming options by using the shortcut menu. To access the shortcut menu, right-click on a tile or Rule in the Tile Area, as shown below. Shortcut Menu INTELLIGENT ROUTER 196 Intelligent Router

You have the following options: Zoom: Enlarges the selected tile (see page 200). If the tile is already enlarged, this option is Unzoom. Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar is already hidden, this option is Show Main Titlebar. Copy: Copies the selected tile to the clipboard (see page 200). You can then paste the information to another Windows application (e.g., Word, Excel, etc.) Properties: Displays the tile s current settings. The properties available for each tile include the following: Rule List: Allows you to define and sort the fields displayed and add, edit, and delete categories (see page 215). Event List: Allows you to define and sort the fields displayed and configure the colors used for each event (see page 219). Trunk List: Allows you to program the tile display, set alarms, and define and sort the fields displayed (see page 221). Multi-Stat Tile: Allows you to assign a filter, define the statistics, and change the tile s caption (see page 223). Clear List: Clears the events listed (Event List tile only). If you right-click on the Rule List tile, you have the following additional options: Add Rule: Allows you to add a rule (see page 204). This is the same as clicking the Add Rule button ( ) in the titlebar of the Rule List tile. Edit This Rule: Allows you to edit the specified Rule (see page 213). Delete This Rule: Prompts you to confirm the deletion of the specified Rule (see page 213). NOTE: Deleting a Rule cannot be undone. Disable This Rule: Disables the Rule (i.e., it is not evaluated, and the action is not executed). If the rule is already disabled, this option displays Enable This Rule (see page 213). NOTE: When using the shortcut menu to perform an action on a particular rule (e.g., to delete a rule), you must right-click on the rule you want to modify (e.g., the rule you want to delete). INTELLIGENT ROUTER Call Center User Guide 197

VIEWING MODES Intelligent Router supports two different viewing modes: the Two Tile View and Four Tile View mode. Two Tile View Mode The default view is the Two Tile View mode. You can change to this mode at any time by clicking the button on the toolbar. When using this mode, the Rule List (see page 215) and Event List (see page 219) tiles are shown. Four Tile View Mode The Four Tile View mode displays the Trunk List and Multi-Stat tiles in addition to the Rule List and Event List tiles, as shown below. You can change to this mode at any time by clicking the button on the toolbar. You can also apply filters to the Trunk List and Multi-Stat tiles, as described on page 62. INTELLIGENT ROUTER 198 Intelligent Router

Arranging Tiles You can control the way Router arranges tiles on your screen. To arrange Router tiles in a grid, click the button in the toolbar. The tiles are automatically arranged in a grid, as shown below. To arrange tiles as columns, click the down arrow next to the button in the toolbar and select Tile In Columns. The tiles are automatically arranged in one row with one column for every tile, as shown below. INTELLIGENT ROUTER Call Center User Guide 199

To arrange tiles as rows, click the down arrow next to the button in the toolbar and select Tile In Rows. The tiles are automatically arranged in one column with one row for every tile, as shown below. Zooming Tiles You can zoom in on a tile so that it takes up all of the visible Tile Area space. This is similar to maximizing a normal window. To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom. On some systems, you can zoom the tile by single-clicking the tile with the Wheel button of the mouse. Repeating the zoom action will unzoom the tile. Copying to the Clipboard To copy a tile to the clipboard, right-click on the tile and select Copy. You can then past the information into another Windows application for editing purposes. INTELLIGENT ROUTER 200 Intelligent Router

E-MAIL The Intelligent Router can also send e-mail messages as one of its Actions (see page 207 for details). To use this feature, you must have a MAPI-compliant e-mail application installed before you install the Intelligent Router. If the PC does not have a MAPI-compliant e-mail application, an error message will display when you install the Router. Although the Router will function without the e-mail application, you cannot use any of the e-mail related actions. If you currently have a MAPI-compliant program installed, whenever you start the Intelligent Router, a dialog box prompts you to choose an e-mail profile, as shown below. You have the following options: New: Invokes a setup wizard that allows you to add a new profile. Options: Enables the options listed at the bottom of the dialog box. Set as default profile: Sets the selected profile as the default. Show Logon screens for all information services: Shows the screens applicable to the e-mail application (e.g., password information, folder information, etc.). NOTE: The Set as default profile and Show Logon screens for all information services options are only available if you click the Options button. INTELLIGENT ROUTER Call Center User Guide 201

CUSTOMIZING INTELLIGENT ROUTER Intelligent Router has several configurable options, including the appearance of the Router, that are applied globally to the application. To configure the application to suit your needs, click the Options button, or select Options from the main menu ( ). The Configure View screen displays, presenting the following tabs: General: This tab is used to set global display options. For configuration, see page 70. Account Codes: This page allows you to summarize historical calls by the account code. It will automatically do this for four account codes, enabling you to graph the number of times these account codes were entered. Refer to page 71 for configuration instructions. Service Levels: This page allows you to set levels for summarizing ring times and specify a service level, indicating how quickly calls should be answered (i.e., within ten seconds or less). See page 71 for more information. Miscellaneous: Complete the fields described on page 72. Tiles: This page lists all open tiles, allowing you to configure and rearrange the tiles. You can also use the various buttons to program tiles, as described on page 74. INTELLIGENT ROUTER 202 Intelligent Router

RULES Rules provide the basic component for Intelligent Router. Within each Rule is a Condition and an Action, which are required to determine the validity and result of evaluating the Rule. Each of these components is programmed using the Rule Manager, as described in the following sections. Rule Manager The Rule Manager lists the currently available Rules and provides access to programming options. To display the Rule Manager, click the Rule Manager button ( ) on the toolbar, or select Rule Manager from the Main Menu ( ). While in the Rule Manager screen, you can add, remove, and edit Rules using the buttons described below: Add: Displays the Add Rule dialog so you can create a new Rule (see page 204). Edit: Displays the Edit Rule dialog so you can edit the selected Rule (see page 213). (You can also access the Edit Rule dialog box by double-clicking on the Rule you want to edit). Move Up/Move Down: Moves the selected rule up or down one position in the list. Because rules are evaluated from top to bottom, make sure the more specific rules are listed first, followed by general rules. Remove: Removes the currently selected Rule. You are prompted for a confirmation before the Rule is removed (see page 213). Remove All: Removes all Rules included in the list box. You are prompted for a confirmation before the Rules are removed. NOTE: You cannot retrieve a Rule once it is removed. Each of these options is described in detail in the following pages. INTELLIGENT ROUTER Call Center User Guide 203

INTELLIGENT ROUTER Adding a Rule To add a Rule: 1. Open the Rule Manager, and click Add. Or, click the Add Rule button ( ) in the Rule List tile s caption or in the shortcut (right-click) menu. The Add Rule screen is displayed. 2. Select the tab corresponding to the information you want to program. Your options are as follows: General Action Condition 3. Program the information for the selected tabs, as described in the following sections. 4. Click OK when finished, or click Cancel to exit without saving changes. If you added a Rule using the Rule Manager, you are returned to the Rule Manager screen. If you added a rule using any other option (e.g., shortcut menu), you are returned to the main screen. General This page allows you to specify the Rule parameters, which includes the following: Rule Name: Enter a unique name for the Rule, which is displayed in the Rule Manager and in the Rule List tile. Rule Type: Use the drop-down box to select the type of Rule you want to apply. The available fields in the Parameters section of the screen will change depending on your selection (see the following table). 204 Intelligent Router

NOTE: The parameters listed in the table below are in addition to the fields listed in the Device(s) section. Rule Type Parameter Indicates Trunk Call Routing* Routing Type When the trunk call is routed. Your options (and any additional programming) are as follows: Always On Busy No Answer indicate how long the call must ring before it is routed. On Queue Length indicate how many calls must be in the queue before calls are routed. Below Service Level indicate the service level percent and the number of inbound answered calls that must be reached before the call is routed. Below Service Level Today indicate the service level percent and the number of inbound answered calls that must be reached before the call is routed. Trunk Call Recording Every x Answered Calls The number of calls that must be answered before a call is recorded. Trunk Call Rejection Number List The outside numbers that the Rule will reject. Extension/Agent ACD State Threshold ACD State Time in State The state of the ACD agent that must be met before the Rule is evaluated. The amount of time (hh mm ss) that the agent must be in the specified state before the Rule is evaluated. Scheduled** Repeat Interval How often the Rule is evaluated. Start Date/Time When the Rule is evaluated. Day of the week Day(s) of the week the Rule is evaluated. INTELLIGENT ROUTER Call Center User Guide 205

Trunk Call Talk Time Threshold Account Code Entered Extension/Agent ACD Log In Extension/Agent ACD Log Out Media Routing*** Talk Time Account Codes Hunt Groups Hunt Groups Queue Routing Type The amount of time (hh mm ss) that the extension/agent must be in the talk state before the Rule is evaluated. The account codes that must be entered before the Rule is evaluated. The hunt groups where the agent/ extension will be logged in. The hunt groups where the agent/ extension will be logged out. The mailbox queue that is being monitored for incoming messages. The distribution method for the e-mail messages. Media Received*** Queue The mailbox queue that is being monitored for incoming messages. Invalid E-mail*** Rule Type Parameter Indicates Queue The mailbox queue that is being monitored for incoming messages. Media Expired*** Queue The mailbox queue that is being monitored for incoming messages. * * This rule is only evaluated when the trunk line call segment directly alerts an extension or agent ID (i.e., it is not evaluated if the call arrives through a hunt group). Use the Trunk Call Offered Rule to create a rule that evaluates all trunk calls offered to an agent or extension. ** You must click the Set Schedule button to display the parameters. ***These rule types will be available in a future release. NOTE: Some Rule types (e.g., Extension/Agent ACD State Changed) do not require additional parameters and are not included in the preceding table. INTELLIGENT ROUTER ALSO: You can use wildcards (e.g., 9619*) in parameters that require a number (e.g., hunt group, account codes, etc.). You can also use a comma-separated list (e.g., 9619000, 9619003) and ranges (e.g., 9619000-9619999) to indicate multiple numbers. Category: Select the category to which this Rule applies, if desired. If no categories are listed, click Add to create a new category. You can also change existing categories by clicking the Change button. The Category field is provided so that you can create your own categories with different formats for easy viewing. See page 217 for more information on adding and changing categories. 206 Intelligent Router

NOTE: If you select Trunk Call Active as the Rule Type, the following fields are not available. Extension/Group: Select this option if you want the Rule evaluated for extensions or groups. Agent ID: Select this option if you want the Rule evaluated for agent IDs. Extension(s)/Group(s) or Agent ID(s): Enter a comma-separated list of extensions, groups, or agent IDs (depending on the device you previously selected) to include in the Rule. You can also use the drop-down list to select devices, which are intelligently added to or removed from the list. The list you enter can include ranges or individual device items. For example, if you entered 200-204,207,209 the Rule would include extensions 200, 201, 202, 203, 204, 207, and 209. For a detailed description of Rule types and their associated default actions, see page 224. Action This page allows you to specify the Action, or event, that occurs provided the Conditions of the Rule are met. When you select the Action, the Parameters section displays the required fields. Each Action and its associated fields are defined in the following table: INTELLIGENT ROUTER Call Center User Guide 207

INTELLIGENT ROUTER Action Parameter Indicates Route Call Extension/Group or Agent ID Destination(s) Retain System Forwarding Path Override Mailbox Destination device type. Destination extension number. Call routing will follow the system forwarding path (if disabled). If enabled, the call is removed from the forwarding path and moved to the new destination. Voice Mailbox number to use if the call gets manually forwarded to Voice Mail or if the destination device is a Voice Mailbox. Record Extension/Group or Agent ID Affected device type. Call Record At Affected extension number(s). Override Mailbox Mailbox number where the call is recorded. Release Extension/Group or Agent ID Affected device type. Release From Affected extension number(s). Set ACD Extension/Group or Agent ID Affected device type. Agent Set State At Affected extension number(s). State ACD State Agent state (e.g., Busy). Agent ID Agent ID (only required when the action is used to log an agent ID in/ out of an extension device). ACD Group Affected hunt group (only required when the action is used to log an agent ID in/out of an extension device). Send To Mail recipient. E-Mail Cc Copied recipients. Subject Subject of message. Message Message text. Update Trunk Call s Info Field Type Update Value Trunk Line Updated field (corresponding to the Telephone Import fields in Server). Specific value to update. Trunk line device that indicates the active call used to update the information. 208 Intelligent Router

Action Parameter Indicates Dist. Call to Skill Group Set Account Code Monitor Call Dial DTMF Tones Run/Shell Execute Play WAV File Extension/Group or Agent ID Destination(s) Distribution Mode Advance Time Advanced Affected device type. Affected extension number(s). How the call is distributed (e.g., cyclic, balanced, etc.). Number of seconds a call will alert a device before advancing to the next device in the list. Overflow device and overflow timer information (a new screen is displayed). Account Code Account code set at affected device. Extension/Group or Agent ID Affected device type. Set at Affected extension number(s). Send via Telephone System Account code is sent to the telephone system using a call control command via Server, if enabled. If disabled, the account code is entered over a trunk line call without submitting a request to the telephone system. Monitor Type Extension/Group or Agent ID Monitor Call From DTMF Digits Extension/Group or Agent ID Dial Digits At Silent monitor. Affected device type. Device used to monitor the call. Dialed digits. Dialing device type. Dialing device extension(s). Filename Program path and filename. Arguments Command arguments specified when starting the file, if any. Start Directory Directory where the file will be opened. Filename Program path and filename. INTELLIGENT ROUTER Call Center User Guide 209

INTELLIGENT ROUTER Action Parameter Indicates Transfer Call (One Step) Set FWD State Extension/Group or Agent ID Destination Override Mailbox Extension/Group or Agent ID Set State At Forward State Destination Enable/Disable Destination device type. Destination extension number or outside number. If using an outside number, you must include the outbound dial prefix (e.g., 8). Voice Mailbox number to use if the call is manually forwarded to voice mail or if the destination device is a voice mailbox. Forwarded device type. Forwarded extension number(s). Forwarding condition. Destination extension. Forwarding is enabled/disabled. Make Call Number to Dial Dialed digits. If dialing an outside number, you must include the outbound dial prefix (e.g., 8). Extension/Group or Agent ID Dialing device type. Make Call From Dialing extension number. Forward E-mail* Reply to E-mail* Destination(s) Forward with headers in body text Subject Remove message from system after forward Subject Message Append Original Message Remove Original Message The destination address(es) for the forwarded e-mail. Whether or not the header from the original message is inserted into the body text of the forwarded message. The subject of the forwarded message. Whether or not the message is removed from the system once it is forwarded. The subject of the reply message. The text that is sent in the reply. Whether or not the Message text is added to the original message. Whether or not the original message is deleted from the system once the reply is sent. 210 Intelligent Router

Action Parameter Indicates Route Media* Candidate(s) A list of devices to which e-mails are distributed. Distribution Policy The method of distribution for the e- mails. E-mails Take Priority Over Calls Calls Take Priority Over E-mails * These actions will be available in a future release. Whether or not an agent can receive e-mails even though the agent is currently receiving a call. The agent will receive e-mails only if the agent is in the Free state and has no calls alerting the extension. NOTE: Some Actions (e.g., Answer Call) do not require any parameters and are not included in the preceding table. You can also assign Placeholders to Actions (see page 212). Condition This page allows you to specify certain Conditions, or parameters, that must be met before the Action is fired. To add a Condition: 1. Click the ellipsis ( ) button to view a menu of available parameters. When selected, the parameter appears in the text box. 2. Complete the fields provided based on the Condition you selected. 3. Assign the comparators and/or placeholders, if necessary, as described in the following sections. 4. Click Add. The Condition is displayed in the list box. NOTE: If you create more than one condition, you can use the up/down arrow buttons to change the order in which the conditions are evaluated. Conditions are evaluated from top to bottom. INTELLIGENT ROUTER Call Center User Guide 211

INTELLIGENT ROUTER To edit a Condition: 1. Highlight the desired Condition in the list box. The fields display the current settings for that Condition. 2. Make changes as necessary. 3. Click Update. The list box will reflect the changes you made. To remove a Condition: 1. Highlight the desired Condition in the list box. 2. Click Remove. The Condition is removed from the list box. Because the Condition is not permanently removed, you are not prompted for a confirmation. Comparators You can assign a comparator to certain Conditions to ensure the Action is fired only when a specific value is met. To assign a comparator: 1. Select how you want the value evaluated. For example, if you want the Action to fire only when a value is exceeded, you would select the > comparator. 2. Select Numeric, Text, Date (Time), or Duration to indicate the type of comparison. 3. Enter the value(s) to which you will compare the information. If you selected Between in the Type of comparison field, you must enter two values in the text boxes provided. If you selected Remainder, you must enter the value that will be divided into the information (e.g., 2) and the value of the desired remainder. Placeholders With Placeholders, you can assign a dynamic parameter, such as agent status, to an Action or Condition. When the Rule is evaluated, the Placeholder is replaced with the current information. For example, you can route a call to a different extension based on the incoming number dialed using the telephone import data programmed in Server. Suppose that Field 6 in the Server contains the extension number of the agent that is assigned to a particular customer. To ensure customer calls are routed to their assigned agent, use the Field 6 placeholder (under Call Details) in the Destination field of the Action tab. There are four types of placeholders: Trunk Based Extension Based Agent Based Call Summary 212 Intelligent Router

To assign a Placeholder to an Action or Condition: 1. Select the appropriate tab (i.e., Action or Condition) in the Rule Manager. 2. Click the ellipsis button ( ), and choose a Placeholder from the menu(s). NOTE: The Placeholder options change depending on the Rule type selected. Editing Rules To edit a Rule: 1. Select Edit Rule from the shortcut (right-click) menu, or double-click on the desired Rule. If in the Rule Manager screen, highlight the Rule and click Edit. The Edit Rule screen is displayed. 2. Make the necessary changes. 3. Click OK when finished, or click Cancel or Close to exit without saving changes. If you edited a Rule using the Rule Manager, you are returned to the Rule Manager screen. If you edited a Rule using any other option (e.g., shortcut menu), you are returned to the main screen. Deleting Rules To delete a Rule: 1. Select Delete Rule from the shortcut (right-click) menu. If in the Rule Manager screen, highlight the Rule and click Remove. 2. At the prompt, click Yes to delete the Rule or No to cancel the action. NOTE: Deleting a Rule cannot be undone. You can also delete all rules in a Rule List by clicking Remove All in the Rule Manager screen. Because you cannot retrieve a Rule once it is deleted, you are prompted for a confirmation. Enabling/Disabling Rules Because you may not want to continuously evaluate every Rule, Intelligent Router has an enable/disable function. This allows you to disable a Rule without having to permanently delete it. To enable/disable a Rule, select Disable/Enable this Rule from the shortcut menu (right-click). The icon in the Rule List tile will change depending on your selection (see page 215 for more information about the Rule List tile). INTELLIGENT ROUTER Call Center User Guide 213

FILTERS Intelligent Reporter can also limit statistics to only certain types of calls (e.g., inbound only, calls for a specific DID number or list of extensions, etc.). This is achieved with filters, which are only applied to the Trunk List and Multi-Stat tiles. By default, the All Calls filter, which cannot be edited or removed, is assigned to both of these tiles. Using the Filter Manager, you can create as many filters as you require, limited only by memory. You can also edit filters once they are created, as described in the following sections. Filter Manager The Filter Manager lists the currently available filters and provides access to programming options. To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or press CTRL + F. Or, select Filter Manager from the main menu ( ). While in the Filter Manager screen, you can add, remove, edit, and copy filters using the buttons described below: Add: Displays the Add Filter dialog so you can create a new filter (see page 52). Edit: Displays the Edit Filter dialog so you can edit the selected filter (see page 46). (You can also access the Edit Filter dialog box by double-clicking on the filter you want to edit). Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed (see page 46). Copy: Copies the current filter and immediately includes it in the filter list. The name of the copied filter is the same as the original filter except it includes (Copy) after the name. For example, a copy of the Sales filter would result in Sales (Copy). INTELLIGENT ROUTER 214 Intelligent Router

TILES The Intelligent Router can display up to four tiles at a time: Rule List tile, Event List tile, Trunk List tile, and a Multi-Stat tile. If viewing two tiles at a time, the Rule List and Event List tiles are shown. All four tiles are displayed when the four-tile mode is selected (see page 198 for more information on display modes). Each of the available tiles and their associated options are described in this section. Rule List Tile The Rule List tile displays all of the currently programmed Rules (see page 203 for information on programming Rules) and indicates whether the Rule is enabled or disabled. The title of this tile (e.g., All Rule Types) describes which rules are currently displayed. The default is All Rule Types, but you can select what Rule types you want displayed, as described on page 220. The icons to the left of the Rules depict whether the Rule is currently enabled or disabled, as described in the following table. Icon (Green) (Gray) Indicates The Rule is currently enabled (i.e., it will be evaluated). The Rule is currently disabled (i.e., it will not be evaluated). For more information on enabling/disabling rules, see page 213. INTELLIGENT ROUTER Call Center User Guide 215

Fields Using the Properties option in the shortcut menu (see page 196), you can select the fields you want displayed in the Rule List tile. You can also sort the fields and change the order in which they are displayed. To configure the fields displayed in the Rule List tile: 1. Select Properties from the shortcut menu (right-click). The properties dialog box is displayed. 2. Select the Fields tab. The list on the left displays the currently selected fields to be displayed. Each element of the list contains a description of the field, how the field is sorted (if applicable), the position of the field, and the sort order (in brackets). You have the following options: Sort Buttons: The button at the left of each item displays the current sort order of this field, as described below. BUTTON DESCRIPTION This field is not sorted. This field is sorted in ascending order. This field is sorted in descending order. NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the sequence in which fields are sorted. For example, if the list displays Category [1] and Action [2], the list is first sorted based on the Category field and then sorted again based on the Action field while maintaining the integrity of the first sort. INTELLIGENT ROUTER To change the sorting order, select the sort button of the field you want to sort, and make your selection from the menu. Add: Allows you to add a field by displaying a menu containing groups of parameters. When you select a group, a submenu displays all parameters of that type. Selecting a parameter automatically adds it to the end of the list, using the system defaults. 216 Intelligent Router

Remove: Removes the selected parameter from the list. Because you cannot permanently remove the parameter, you are not prompted for a confirmation. Move Up/Down: Moves the selected parameter up/down in the list. If you move more than one parameter at a time, the selected parameters are kept in the same order relative to each other. NOTE: You can remove or move more than one field at a time. To select fields that are displayed next to each other, hold down the SHIFT key while selecting the first and last field you want to highlight. To select fields that are not listed consecutively, hold down the CTRL key while making your selection. 3. Click OK to save your settings, or click Cancel to exit without saving changes. Categories You can also change and modify the categories that are displayed in the Rule List tile. This allows you to program the way the information in the tile is displayed so that you can easily find the data you want. To configure the categories for the Rule List tile: 1. Select Properties from the shortcut menu (right-click). NOTE: You can also modify categories while in the General tab of the Add/Edit Rule dialog box (see page 204). 2. Select the Categories tab. The categories currently displayed in the Rule List tile are listed. You have the following options: Add New: Allows you to add and configure a new category to display in the tile (see page 218 for programming instructions). Edit: Allows you to edit the selected category (see page 218). Remove: Removes the highlighted category (see page 219). Because you cannot retrieve the category, you are prompted for a confirmation. Remove All: Removes all of the categories listed. Because you cannot retrieve the categories, you are prompted for a confirmation. INTELLIGENT ROUTER NOTE: Removing categories cannot be undone. Call Center User Guide 217

3. Click OK when finished, or click Cancel to exit without saving changes. You are returned to the main screen. Adding a New Category To add a new category while in the Properties dialog box: 1. Click Add New. The Add a Category dialog box is displayed. 2. Complete the following fields: Name: Enter the name of the category you are adding. Enabled Color: Select the foreground and background colors used to identify enabled Rules within this category. An example of the color scheme is displayed in the Example field. Disabled Color: Select the foreground and background colors used to identify disabled Rules within this category. An example of the color scheme is displayed in the Example field. 3. Click OK when finished, or click Cancel to exit without saving changes. You are returned to the Properties dialog box. Editing a Category To edit a category while in the Properties dialog box: 1. Highlight the category you want to edit, and click Edit. The Edit a Category dialog box is displayed. 2. Make the necessary changes. 3. Click OK when finished, or click Cancel to exit without saving changes. You are returned to the Properties dialog box. INTELLIGENT ROUTER 218 Intelligent Router

Removing a Category To remove a category while in the Properties dialog box: 1. Highlight the category you want to delete, and click Remove, or click Remove All to remove all categories listed. 2. At the prompt, click Yes to delete the category or No to cancel the action. NOTE: Removing categories cannot be undone. Event List Tile The Event List tile shows all of the events that occurred because a Rule was evaluated and a subsequent Action was executed. It also indicates whether or not the event was successful. The title of this tile, like the Rule List tile, describes which events are currently displayed. The default is All Events, but you can change this, as described on page 220. The icons to the left of the Events depict whether or not the Event was successful, as described in the following table. Icon Indicates The Event was successful (i.e., the Action was executed). The Event was not successful (i.e., the Action was not executed). INTELLIGENT ROUTER Call Center User Guide 219

INTELLIGENT ROUTER Fields Using the Properties option in the shortcut menu (see page 196), you can select the fields you want displayed in the Event List tile. You can also sort the fields and change the order in which they are displayed. For information on configuring the fields, see page 216. Event Color You can also configure the colors used for each event based on whether or not it was successful. This allows you to glance at the tile and determine which events have failed and/or succeeded. To configure event colors for the Event List tile: 1. Select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed. 2. Select the Event Color tab. 3. Complete the following fields: Foreground Color: Select the foreground colors used to identify successful and failed events. Background Color: Select the background colors used to identify successful and failed events. 4. Click OK when finished, or click Cancel to exit without saving changes. Changing Display Types Intelligent Router allows you to display different rule/event types (e.g., trunk call routing, account code entered, failed, etc.) in the Rule List/Event tile. By default, all rule/event types are displayed. To change the Rule/Event types displayed: 1. Click the button on the tile s titlebar. A list of the available Rule/Event types appears. 2. Select the desired Rule/Event type. A check mark ( ) indicates the displayed Rule/Event type. The titlebar will display your choice, and the information will update to reflect the Rule/Event type selected. 220 Intelligent Router

Trunk List Tile This tile displays various statistics per trunk using either icons or a report list. In addition to displaying information, such as the Caller ID of a call on the trunk, the tile can display summary information for each trunk, such as calls handled, average ring time, etc. The list can also have an associated alarm, which will notify you when calls on a trunk have been ringing for longer than a specified period. This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is inbound or outbound, while the foreground color of each item denotes whether the call is answered, ringing, or on hold. The images in the Status field change, depending on the status of the call that is active at the trunk, as described in the following table. BUTTON DESCRIPTION An inbound call is ringing in on this trunk. An outbound call is ringing in on this trunk. A call is answered on this trunk. A call is held on this trunk. A call is answered and held on this trunk. To configure a Trunk List tile, select Properties from the shortcut menu (right-click). The Properties dialog box is displayed. This screen presents the following tabs: General: To configure the general properties of the Trunk List tile, refer to page 169. Call Colors: With the Call Colors tab, you can assign different colors to calls based on their direction and status. This allows you to quickly see the current status of the trunks included in the list. See page 171 for configuration information. INTELLIGENT ROUTER Call Center User Guide 221

INTELLIGENT ROUTER Call Alarms: The Trunk List tile can have an alarm applied to one or more statistics. If the statistic falls within a given range, the alarm is triggered. You can configure the alarm to flash the associated tile, play a sound, write a message to an alarm log, and/or activate the Trunk List tile. Refer to page 172 for more information. Fields: Using the Properties option in the shortcut menu, you can select the fields you want displayed in the Trunk List tile. You can also sort the fields and change the order in which they are displayed. For information on configuring the fields, see page 174. Call Alarms The Trunk List tile can have an alarm applied to one or more statistics. If the statistic falls within a given range, the alarm is triggered. You can configure the alarm to flash the associated tile, play a sound, write a message to an alarm log, and/or activate the Trunk List tile. To configure the call alarms: 1. Select Properties from the shortcut menu (right-click). The Properties dialog box is displayed. 2. Select the Call Alarms tab, and complete the following fields: Enable the Alarm: Select this option to enable the alarm. You can also deactivate a firing alarm by deselecting this box. Alarm Settings: Click this button to program the alarm settings (see the following section). The alarm you program, however, will not fire unless you select the Enable the alarm option. 3. Click OK when finished, or click Cancel to exit without saving changes. You are returned to the main screen. For information on setting alarms, see step 4 on page 49. To deactivate and/or disable the alarm, deselect the Enable the alarm option in the Properties dialog box. Fields Using the Properties option in the shortcut menu, you can select the fields you want displayed in the Trunk List tile. You can also sort the fields and change the order in which they are displayed. For information on configuring the fields, see page 216. 222 Intelligent Router

Multi-Stat Tile The Multi-Stat tile displays several call summary statistics in a list format. Any filters applied to this tile affect all statistics on the tile, allowing you to view similar statistics for a given filter, such as a group of agents. Each statistic can also have an associated alarm, which will notify you when the statistic falls within a certain range, and can be used within Intelligent Router Conditions (see page 188). To configure a Multi-Stat List tile, select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed. This screen presents the following tabs: General: To configure the general properties of the Multi-Stat tile, refer to page 158. Statistics: This page displays the currently available statistics, indicating their color and whether or not they have an associated alarm. See page 159 for configuration information. INTELLIGENT ROUTER Call Center User Guide 223

RULE AND ACTION TYPES There are many Rule and Action Types that Intelligent Router supports. This section examines the evaluation conditions and default action of each Rule and Action type. Rule Types The following table lists all of the Rule types and their associated evaluation conditions, parameters, and default action. Unless indicated, all Rule types are evaluated every rule evaluation period, which defaults to 500 milliseconds. INTELLIGENT ROUTER Rule Type Evaluation Conditions Default Action Trunk Call Routing Trunk call segment starts Route the trunk call. and alerts or queues at a device. Trunk line call segment starts alerting or queuing at a different hunt group. Trunk Call Offered A trunk call starts and the last alerted device is valid. Route the trunk call. The last alerted device changes for a trunk call. Trunk Call Recording* Trunk Call Rejection Trunk Call Refused* Extension/Agent ACD State Threshold Trunk line call segment is answered at a specified extension or agent ID. Trunk line call is made from the specified extension or agent ID. Trunk line call is refused (e.g., redistributed to another hunt group member) at a specified extension or agent ID. Extension or agent exceeds a particular time in the specified agent state. Scheduled Evaluation time entered is met. None. Trunk Call Talk Time Threshold Account Code Entered Trunk Call Answered* Trunk line call is answered at a specified extension or agent ID. Account Code is entered by an extension or agent ID. Trunk line call is answered at a device. Record the active trunk line call. Release (end) the trunk call. Set ACD agent state to DND. Set ACD agent state. Send E-Mail**. Update trunk call information. None. 224 Intelligent Router

Rule Type Evaluation Conditions Default Action Trunk Call Answered* Trunk call is answered. None. Extension/Agent Idle* Device goes idle (on-hook) None. Extension/Agent Off Hook or Alerting* Extension/Agent ACD Log In* Extension/Agent ACD Log Out* Extension/Agent ACD State Changed* Extension/Agent DND Changed* Extension/Agent Forwarding Changed* Agent ID or extension goes offhook or is alerted by an internal/external call. Agent ID or extension performs an ACD log in. Agent ID or extension performs an ACD log out. Agent ID or extension changes ACD agent state. Agent ID or extension changes DND state. Agent ID or extension changes forwarding state. None. None. None. None. None. None. Trunk Call Held* Trunk line call is held. None. Trunk Call Received* Trunk line call is retrieved from None. hold. Trunk Call Active* Trunk line call starts and the first alerted device is valid. None. First alerted device changes for an active trunk line call. *These Rule types are not affected by the evaluation period. ** This action is only performed if the Router recognizes a MAPI-compliant e-mail application (see page 201). Action Types There are many Actions that Intelligent Router can perform. The following table lists all of the Action types and their associated function. Action Function Route Call Answer Call Record Call Release Deflects a call to the first available device found within the extension/agent list specified. Answers the call at the device for which a particular Rule has fired. Records a call at the specified extension or agent ID. Releases all calls at the specified device, and forces the device into an on-hook state. INTELLIGENT ROUTER Call Center User Guide 225

Set ACD Agent State Send E-Mail* Update Trunk Call Information Distribute Call to Skills Group Set Account Code Monitor Call Dial DTMF Digits Run Executable Play.WAV File Transfer Call (One- Step) Set Forward State Exclusive Hold System Hold Retrieve Call Make Call Action Function Sets the ACD agent state at the specified device. Sends an e-mail to a specified list of addresses. Updates the information stored internally by Server against the current trunk call. Allows the balanced delivery of trunk line calls to a Skills Group, which you or the installer should define in the device list. Sets the specified account code at a device. Allows you to monitor a trunk line call at the specified device. Dials DTMF digits at the specified device. Executes the specified file on the computer running Intelligent Router. This can be any executable file on a remote network drive, although it would still run on the Intelligent Router PC. Plays a.wav audio file. Blind transfers the current call to a destination device. Sets or clears the forwarding state of the specified extension or agent ID. Instructs the telephone system to place a call on Exclusive Hold. This holds the call at the device specified in the corresponding Rule. Instructs the telephone system to place a call on System Hold. This holds the call at the device specified in the corresponding Rule. Instructs the telephone system to retrieve a held call. This retrieves the call at the device specified in the corresponding Rule. Allows you to make a call at the specified extension or agent ID. INTELLIGENT ROUTER 226 Intelligent Router

Part No. 835.2209 Issue 3.1, October 2002 A946/331:A