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Nortel Call Center Supplementary Manual

Upgrading from call center reporting to reporting for call center
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Download this manual See also: Administration Manual, Installation and Maintenance Manual
Upgrading from Call Center Reporting to
Reporting for Call Center
Upgrade Document
Reporting for Call Center
Release 2.2.1xx
Document Number: 200-0400-110
Document Status: Standard
Document Version: 3.02
Part Code: N0078143
October 2005

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Summary of Contents for Nortel Call Center

  • Page 1 Upgrading from Call Center Reporting to Reporting for Call Center Upgrade Document Reporting for Call Center Release 2.2.1xx Document Number: 200-0400-110 Document Status: Standard Document Version: 3.02 Part Code: N0078143 October 2005...
  • Page 2 The information in this document is proprietary to Nortel Networks. Trademarks *Nortel, Nortel Networks, Nortel (Logo), Nortel Networks (Logo), the Globemark, and This is the way, This is Nortel (Design mark), This is Nortel Networks (Design mark) are trademarks of Nortel Networks.

  • Page 3: Table Of Contents

    Can the old Master PC be used as the Web Host PC? ...6 Do I have to remove the old Nortel Call Center Reporting 2.5, 3.0, or 3.5 software? 6 Can the upgraded software co-reside with the old software? ...6 Minimum PC and Operating System Requirements ...7...
  • Page 4 Figure 11: Installation Complete Dialog Box...18 Figure 12: Login Page ...20 Figure 13: Change Password Page...21 Figure 14: Administration Menu Page...22 Figure 15: Call Center Connection Page ...23 Figure 16: Download Status Window...24 Figure 17: Administration Menu Page...26 Figure 18: User Main Menu ...27 Figure 19: Real Time Menu Page ...28...

  • Page 5: Change History

    Issue 03 (01) – 19-October-2005 Nomenclature changes to support product branding of Reporting for Call Center. New screenshots and editing of text in line with Reporting for Call Center. Issue 03 (02) – 24-October-2005 Updated figure numbers in the List of Figures.
  • Page 6 Change History...

  • Page 7: How To Use This Guide

    How to use this guide Introduction This guide is designed to lead you through the process of upgrading from Nortel Networks Call Center Reporting 2.5/3.0/3.5 to Nortel Networks Reporting for Call Center. How this guide is organized The Upgrading from Call Center Reporting to Reporting for Call Center guide is organized as...
  • Page 8 Issue 03 (02) Upgrading from Call Center Reporting to Reporting for Call Center...

  • Page 9: Introduction

    Nortel Networks Reporting for Call Center automatically obtains the information it needs for the Real Time screens and Reports from the Call Center, and it does not need to store a copy of the Call Center configuration.

  • Page 10: Can The Old Master Pc Be Used As The Web Host Pc

    Leaving the Nortel Networks Call Center Reporting 2.5/3.0/3.5 Master or Multiple Client software on the PC that will be used as the Web Host PC does not affect the operation of Nortel Networks Reporting for Call Center. The two different applications can co-reside on the same PC with no interaction.

  • Page 11: Minimum Pc And Operating System Requirements

    TCP/IP protocol Other Requirements SVGA display Mouse (or other Windows® compatible Pointing Device) Nortel Networks Reporting for Call Center has been verified with Microsoft Internet Information Services 4 and 5 Operating Systems Microsoft Windows NT 4 Service Pack 6a Microsoft Windows 2000 Service SP2...

  • Page 12: Operating System Compatibility

    Introduction Operating System Compatibility Nortel Networks Reporting for Call Center has been verified for correct operation on the following Operating Systems: Operating System Windows NT Windows 2000 Windows XP Professional (including SP 2) Windows 2003 Server Upgrading from Call Center Reporting to Reporting for Call Center Version 4.00.1381...

  • Page 13: Installation

    Reporting for Call Center software on the Windows Personal Computer (PC) that will be used as the Web Host PC. The Web Host PC is the PC that connects to the Nortel Networks Call Center. The Web Host PC also stores the Call Center statistical database and the Nortel Networks Reporting for Call Center user interface, which is configured as a web site.

  • Page 14: Installing Nortel Networks Reporting For Call Center Software

    The Call Center platform and Nortel Networks Reporting for Call Center use the industry standard TCP/IP protocol to link the Call Center and the Nortel Networks Reporting for Call Center Web Host PC. Therefore, the Windows Network component is required for the Nortel Networks Reporting for Call Center Web Host PC.

  • Page 15: Installing Nortel Networks Reporting For Call Center

    The Extracting Files dialog box appears. See Figure 1: InstallShield Initialization Dialog Box. Wait while the Wizard extracts the files needed to install Reporting for Call Center on your computer. To cancel the extraction process, click Cancel.

  • Page 16: Figure 1: Installshield Initialization Dialog Box

    Nortel Networks Reporting for Call Center. Note: The Users of Nortel Networks Reporting for Call Center are each allocated a language so various Users can use different languages . This dialog box allows you to define the default language for the log in page and for the default Administrator.

  • Page 17: Figure 3: Installshield Windows Installer Configuration Dialog Box

    9. The Setup prepares the InstallShield Wizard, which is required to install the Nortel Networks Reporting for Call Center files on the Web Host PC. See Figure 3: InstallShield Windows Installer Configuration Dialog Box. Wait for the preparation process to complete. To cancel the preparation process, click Cancel.

  • Page 18: Figure 5: License Agreement Dialog Box

    Note: The Next button is dimmed until you enter information in both required fields. To cancel the installation, click the Cancel button. To return to the License Agreement dialog box, click Back. Upgrading from Call Center Reporting to Reporting for Call Center Figure 5: License Agreement Dialog Box Issue 03 (02)

  • Page 19: Figure 6: Customer Information Dialog Box

    Destination Location dialog box appears. See Figure 7: Choose Destination Location. If you do not wish to install Nortel Networks Reporting for Call Center on the default drive (C:), click Browse and choose a new destination. Nortel recommends that you use the default location.

  • Page 20: Figure 7: Choose Destination Location

    See Figure 8: Setup Status Dialog Box. To cancel the installation, click Cancel. To proceed with the installation, wait for the installation to complete. Upgrading from Call Center Reporting to Reporting for Call Center Figure 7: Choose Destination Location...

  • Page 21: Figure 8: Setup Status Dialog Box

    15. This message informs you that the installation has proceeded to MySQL database installation. (The MySQL database is not installed into the same folders as Nortel Networks Reporting for Call Center; it is installed into \mysql on the target hard drive.) Wait for the installation to complete The message shown in Figure 10: Java Installation Dialog Box appears.

  • Page 22: Figure 11: Installation Complete Dialog Box

    16. This message informs you that the installation has proceeded to Java Runtime installation. (The Java Runtime is not installed into the same folders as Nortel Networks Reporting for Call Center; it is installed into \Program Files\Java on the target hard drive.) Wait for the installation to complete.

  • Page 23: Configuration

    Configuring Nortel Networks Reporting for Call Center Follow this procedure to configure Nortel Networks Reporting for Call Center. 1. Using Internet Explorer, go to the URL of the Nortel Networks Reporting for Call Center Web pages login page. The URL is http://NameOfWebHostPC/RCC/ Replace NameOfWebHostPC with the network name or IP Address of the Web Host PC.

  • Page 24: Figure 12: Login Page

    A System Administrator is already set up for you with a default password. You must change this password the first time you log in. Upgrading from Call Center Reporting to Reporting for Call Center Figure 12: Login Page Issue 03 (02)

  • Page 25: Figure 13: Change Password Page

    When you have successfully entered the new password in both fields, the Administration Menu page appears. See Figure 14: Administration Menu Page. Issue 03 (02) Figure 13: Change Password Page Upgrading from Call Center Reporting to Reporting for Call Center Configuration 21...

  • Page 26: Figure 14: Administration Menu Page

    The options that are available to an Administrator are listed in the navigation pane on the left side of the page 4. The Call Center Connection option allows you to specify the network identifier (IP Address or Network Name) of the Call Center platform.

  • Page 27: Figure 15: Call Center Connection Page

    6. When Nortel Networks Reporting for Call Center retrieves Real Time or Historical Report data from the Call Center, the data request includes a password. This allows the Call Center to verify that the application requesting the data is authorized to receive it.

  • Page 28: Figure 16: Download Status Window

    Call Center. Set Make data requests every to 15 minutes. 10. Use the Select an IP Address list to configure how Reporting for Call Center broadcasts data to your wallboards. If the Web Host PC has multiple Network Interface Cards (NICs), select which network card is connected to the network [with your wallboards attached to.
  • Page 29 Configuration 25 Issue 03 (02) Upgrading from Call Center Reporting to Reporting for Call Center...

  • Page 30: Verification

    Verification Verification Accessing the Real Time Screens Once Nortel Networks Reporting for Call Center has been installed and configured this section describes how to verify that Nortel Networks Reporting for Call Center is communicating correctly with the Call Center. Reporting Option Follow this procedure to use the Reporting option.

  • Page 31: Figure 18: User Main Menu

    The Main Menu page normally seen by regular (non-Administrative) Users when they log in to Nortel Networks Reporting for Call Center appears. See Figure 18: User Main Menu. 2. Click Real Time option. The Real Time Menu page appears. See Figure 19: Real Time Menu Page.

  • Page 32: Figure 19: Real Time Menu Page

    3. Select the Real Time Summary menu option. The Real Time Summary Skillset selection page appears. See Figure 20: Real Time Summary Skillset Selection Page. Upgrading from Call Center Reporting to Reporting for Call Center Figure 19: Real Time Menu Page Issue 03 (02)

  • Page 33: Figure 20: Real Time Summary Skillset Selection Page

    4. Select Skillsets from the Skillset Names list, the Favorites list, or click Select All, and then click Call & Agent Summary. The Real Time Summary page appears. See Figure 21: Real Time Summary Page. Issue 03 (02) Upgrading from Call Center Reporting to Reporting for Call Center Verification 29...

  • Page 34: Figure 21: Real Time Summary Page

    Call Center. 5. Observe the green indicator beside the Connection Status text at the bottom left of the page. If this indicator is red, then the Nortel Networks Reporting for Call Center and the Call Center are not communicating.
  • Page 35 Ensure you selected the correct Connection Security on the Call Center Connection page, as detailed on page 23. 5. When you verified these items, log out of Nortel Networks Reporting for Call Center, log in again, and then repeat the steps in this chapter.

  • Page 36: References

    References References McKay, David Reporting For Call Center Setup and Operations Guide, Issue 02-13. Upgrading from Call Center Reporting to Reporting for Call Center Issue 03 (02)
  • Page 37 References 33 Issue 03 (02) Upgrading from Call Center Reporting to Reporting for Call Center...

  • Page 38: Index

    Agent, 5 Architecture, 5 Browser, 5, 11 Business Communications Manager, 11, 23, Call Center, 3, 5, 9, 10, 22, 23, 24, 30, 31 Call Center Configuration, 5 Change History, 1 Change Password Page, 21 Call Center Connection, 22, 23, 30, 31...
  • Page 39 Windows, 7, 8, 9, 10, 11, 13 Issue 03 (02) Windows 2000, 7, 8, 10, 11 Windows Networking Component, 10 Windows NT 4, 7 Windows XP, 7, 8, 10, 11 Upgrading from Call Center Reporting to Reporting for Call Center References 35...

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