Introduction; Web Based User Interface - Nortel Call Center Set Up And Operation Manual

Introduction

Introduction
Nortel Networks Reporting for Call Center is a browser-based Real Time information and
Historical Reporting tool for Nortel Networks Call Center.
Nortel Networks Reporting for Call Center provides:
• Real Time windows showing current Call Center activity, for Calls and for Agents
• Real Time information via hardware and software IP-enabled wallboards
• A comprehensive Historical Reporting package
Within this document the phrase 'the Call Center platform' is used to refer to
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either the Business Communications Manager or the CallPilot hardware, and
the phrase 'the Call Center' is used to refer to the Call Center application
running on that platform. The platforms are only referenced specifically by
name in areas of this document describing the installation of the Call Center
Reporting application software, on Pages 13, 14, 17, 18 & 19, and the
discussion concerning the configuration of the Call Center Connection page, on
Page 38.

Web Based User Interface

All the administrative and user interactions with Nortel Networks Reporting for Call Center are
conducted through a series of Web Pages accessed through Internet Explorer browser sessions.
The Web Pages are hosted on a designated PC which is referred to as the Web Host PC, on
which the Nortel Networks Reporting for Call Center software is installed. The Web Host PC
communicates directly with the Call Center to retrieve Real Time updates (for the Real Time
screens and wallboards) and Historical information (for the reports).
Other PCs that have network access to the Web Host PC can access these Web Pages. Multiple
users can, therefore, use Nortel Networks Reporting for Call Center without having any software
other than Internet Explorer installed on their PCs. (The Java runtime environment, if required,
and the Crystal Reports ActiveX report viewer will be automatically downloaded on to the client
the first time they are required.)
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Introduction 3
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