1. Manuals
  2. Brands
  3. Nortel Manuals
  4. Software
  5. CC MIS
  6. Getting started manual

Nortel CC MIS Getting Started Manual

Nortel cc mis software: quick start
Hide thumbs Also See for CC MIS:
Table of Contents

Advertisement

Quick Links

Download this manual See also: User Manual
Call Center Management Information System
CC MIS
Release
5.2
CC MIS

Getting Started

Guide
Preliminary 297-2671-175.05.05
Quick Start Guide
Supervisor's Interface

Advertisement

Table of Contents
loading

Related Manuals for Nortel CC MIS

Summary of Contents for Nortel CC MIS

  • Page 1: Getting Started

    Call Center Management Information System CC MIS Release CC MIS Getting Started Guide Preliminary 297-2671-175.05.05 Quick Start Guide Supervisor’s Interface...

  • Page 2: Cc Mis Getting Started Guide

    The information contained in this document is the property of Nortel Networks (formerly Northern Telecom, Inc.). Except as specifically authorized in writing by Nortel Networks, the holder of this document shall keep the information contained herein confidential and shall protect same in whole or in part from disclosure and dissemination to third parties and use same for evaluation, operation, and maintenance purposes only.

  • Page 3: Publication History

    Publication History January 2002 Preliminary version for CC MIS Release 5.2. CC MIS Getting Started Guide (297-2671-175)
  • Page 4 CC MIS CC MIS Publication History Release 5.2 CC MIS Getting Started Guide (297-2671-175)

  • Page 5: Table Of Contents

    Screen layout and components ................1-3 Description of components ................1-3 Using scroll bars .....................1-4 Viewing pulldown menus ..................1-5 Selection from menu bar ..................1-5 Selection from within screen (workspace menu button) ........1-5 Cascade menus .......................1-6 CC MIS Getting Started Guide (297-2671-175) Page v...
  • Page 6 Using Help ......................2-3 Logging into CC MIS ................3-1 Logging in ....................... 3-1 Double-click on the CC MIS icon ..............3-2 Click on Session and select Login option ............3-2 Enter supervisor ID and password (as required) ..........3-2 CC MIS Main window is displayed ..............3-3 Download New version ..................
  • Page 7 Introduction ......................9-1 Accessing the reporting functions ................ 9-1 Generating a report ....................9-1 Identifying the report format ................9-2 Standard formats ....................9-2 Personal formats ....................9-2 Public formats ....................9-2 CC MIS Getting Started Guide (297-2671-175) Page vii...
  • Page 8 Changing time overflow parameters of an ACD group ........10-9 Time Overflow screen fields ................10-9 Changing the overflow targets for an ACD group ..........10-11 Overflow Targets screen fields ................10-11 Changing recorded announcements parameters - ACD group ......10-12 CC MIS Getting Started Guide (297-2671-175) Page viii...
  • Page 9 Changing ACD-DN assignments and priorities ..........10-18 ACD-DNs screen fields ..................10-18 Changing network targets ..................10-20 Network Targets option screen fields ..............10-20 Using Configuration Control efficiently ..............10-21 Viewing Configuration Control database tables ..........10-23 Configuration Control database tables ...............10-23 CC MIS Getting Started Guide (297-2671-175) Page ix...
  • Page 10 CC MIS CC MIS Contents Release 5.2 CC MIS Getting Started Guide (297-2671-175) Page x...

  • Page 11: About This Guide

    This guide is intended to be used by supervisors who are new to the CC MIS product. It provides these users with the basic steps and information needed to gain quick access to all of the major functions available to a supervisor terminal.
  • Page 12 • Multiple DN key support - CC MIS now correctly reports on positions with up to 2 simultaneous secondary DN calls active.

  • Page 13: Key Features Added In Release 4

    Key features added in Release 4 Below are some key features found in the Supervisor’s Interface that were added in Release 4.0 and are present in CC MIS Release 5.0. Locating an Agent or Position Starting in Release 4, you can locate and agent or position using the View / Find command on from the Agent Status window.

  • Page 14: Interval Configuration

    Wallboards can now be attached to the Supervisor’s PC. Wallboards sup- ported in Release 4 include: Nortel, Daktronics, and generic. Note: Only Nortel wallboards can be connected as PC-attached wallboards. Use the Session / Setup / Wallboards command to access the Wallboard Set- up window.
  • Page 15 Release 5.2 new features in release 5.0 new features in release 5.0 The following changes and enhancements were added to CC MIS in Release 5.0. (Re-enqueue features require BCS43). • Enhanced handling of ACD Re-Enqueued Calls adding the following new statistics to the formulas list in the Report Formula Definition window.
  • Page 16 3.x or 4.x to 5.x or 5.x is installed on a new system. • Addition of the DHCP function which allows CC MIS to be connected to a LAN without the requirement of entering an IP Address. This feature makes use of the Session / Setup / Communications command.
  • Page 17 About this Guide Release 5.2 eral connection profiles and allows you to start a new session of CC MIS with the profile of your choice. (Multiple sessions connected to different partitions are per- mitted). When defining a profile, the connection type is selected, the Host IP ad- dress is specified, and the partition name and password are entered.
  • Page 18 • Agent Trace option was added to the Admin / Agent Definition screen. Agent Trace field • Client Management was added to the Admin menu. Selecting the Client Management displays the Client Management screen. Page xviii CC MIS Getting Started Guide (297-2671-175)
  • Page 19 About this Guide Release 5.2 • Enhancements were made to the CC MIS Client Services tab window (Session / Set- up / Client Services). Selecting the clients under the Services tab causes the clients to be displayed on the CC MIS Main window.
  • Page 20 5.1 new features in release 5.1 The following changes and enhancements were added to the CC MIS Super- visor Interface in Release 5.1. • A new Subgroup Detail screen was added to Agent Status. This screen is displayed from the Agent Status screen by right clicking on a subgroup in the Navigator win- dow..
  • Page 21 • An enhancement was made to the Agent screens that allows the supervisor to Hide Spare positions - (that is, choose whether or not spare positions are displayed). This option is selected from Preferences menu of the Agent Status screen. Page xxi CC MIS Getting Started Guide (297-2671-175)
  • Page 22 Wallboards and the Client Management privilege options. The feature is implemented on the Wallboard Management screen that is displayed when the Wallboard Management option is selected from the Displays menu on the CC MIS Main window. Page xxii...
  • Page 23 5.2 new features in release 5.1 The following changes and enhancements were added to the CC MIS Super- visor Interface in Release 5.2. • Agent data access control to allow or not allow supervisors to access detail informa- tion for agents can be controlled through two new data access options in Privilege Level Definition: Agent Identity and Agent Performance.
  • Page 24 “totals only” report. • The ability to define agents via a Network Access Partition (NAP) is now available. Page xxiv CC MIS Getting Started Guide (297-2671-175)
  • Page 25 Changes may also be required to enable this capability in Master Priviledge Definition accessed through the maintenance interface. Page xxv CC MIS Getting Started Guide (297-2671-175)
  • Page 26 CC MIS CC MIS About this Guide Release 5.2 Page xxvi CC MIS Getting Started Guide (297-2671-175)

  • Page 27: Windows Basics

    Windows Basics Introduction This chapter provides information on using the mouse, windows, and menus when running the CC MIS windows interface. How to begin If you are new to using the Windows interface, you need to become familiar with this environment. You should proceed through each section in this chapter.

  • Page 28: Key Terms

    The mouse has a cursor (pointer) that indicates its position on the screen. This mouse cursor is displayed in the shape of an arrow (for example, ). When the mouse is moved, the mouse cursor moves in the same direction across the screen. Page 1-2 CC MIS Getting Started Guide (297-2671-175)

  • Page 29: Screen Layout And Components

    Screen layout and components Screens in the Windows interface may contain a title bar, menu bar, window menu button, help button, maximize and minimize buttons, and workspace. A typical CC MIS screen layout and components are shown below. Maximize Windows Control Menu button...

  • Page 30: Using Scroll Bars

    Scroll bars Slider: indicates current position (also known as the Thumb) Down Scroll Arrow: Moves the data upwards to display the Horizontal Scroll Bar last line Page 1-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 31: Viewing Pulldown Menus

    Selection from within screen (workspace menu button) Some of the Configuration Control windows in CC MIS have menu buttons located within the workspace of the screen. Selecting the menu title results in an associated pulldown menu being displayed. This type of pulldown usually contains valid entries or ranges for a particular field.

  • Page 32: Cascade Menus

    Cancel button. Some dialog boxes request the user to input additional infor- mation or to select an item. Tool Bar A tool bar appears on some of the screens in CC MIS. The icons in the tool bar serve as short cuts to access menu functions. Typical icons are: Paste...

  • Page 33: Online Help Screens

    Online Help Screens Release 5.2 Online Help Screens Introduction Help is available from any window within the CC MIS. The help system provides information about using the CC MIS product and its screens to per- form functions. Accessing the help function The steps listed below explain how to enter the Help function.

  • Page 34: Help Topics

    Help topics available for CC MIS. Help topics are nested. Double-click on one of the options and ad- ditional topics related to the one selected are listed under that topic. Select a sub-topic and a help screen appears containing information on that topic.

  • Page 35: Using Help

    An example of this screen is shown below. Using Help screen This screen provides access to information on how to use the Windows help function. It also allows for the customization of the help screens. CC MIS Getting Started Guide (297-2671-175) Page 2-3...
  • Page 36 CC MIS CC MIS Online Help Screens Release 5.2 Page 2-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 37: Logging Into Cc Mis

    Logging into CC MIS Introduction This chapter provides information on logging in and out of CC MIS. A key step in learning to use CC MIS is learning how to log in and log out of the supervisor terminal. Logging in Supervisors with profiles established in CC MIS can log in to any supervisor position.

  • Page 38: Double-Click On The Cc Mis Icon

    After MS Windows is running on your PC, a window containing the CC MIS icon should be on your display. The first step to logging in is to double-click MB1 on the CC MIS icon. The CC MIS Main window is displayed along with the Communications Setup window.

  • Page 39: Cc Mis Main Window Is Displayed

    The Download dialog is displayed to provide an automatic upgrade process for your PC. This dialog is displayed when the CC MIS system has been up- graded on the Host and the version you are running doesn’t match the Host version.

  • Page 40: Logging Out

    3. The CC MIS session is ended. When the system goes down If CC MIS goes down, your session terminates. In this instance, the Connec- tion Status icon border goes from green (operational) to red (non-operation- al), and the message, Host Process Terminated, displays.

  • Page 41: Defining Communications (Communications Setup Screen)

    1. Return to the CC MIS Main window. 2. Click on Session and select Setup/ Communications 3. The Communications Parameters window appears. Refer to the CC MIS Online Help for communication field descrip- tions. 4. Enter changes. 5. Click on the OK button.

  • Page 42: Client Services (Printer, Fax And Filing Setup)

    1. Return to the CC MIS Main window. 2. Click on Session and select Setup/Client Services 3. The Setup window appears. Refer to the CC MIS Online Help for tab field descriptions. 4. Select tab and enter desired settings. 5. Click on the OK button.

  • Page 43: Services Tab

    Filing Tab The Filing tab allows you to specify the default folder, file name, and and the file type for the reports that are to be saved as files on the PC. CC MIS Getting Started Guide (297-2671-175) Page 3-7...

  • Page 44: Printer Tab

    You can also specify the "Print to File" option to create a printer file. For example, if you are using a postscript printer, this option will create a post- script file.) Text Tab The Text tab allows you to specify the format setting for tabular reports. Page 3-8 CC MIS Getting Started Guide (297-2671-175)

  • Page 45: Graphics Tab

    Graphics Tab The Graphics tab allows you to specify the format setting for graphical re- ports. (In Release 4, graphical reports must be printed to PC-attached print- ers.) Customizing Graphical Reports Colors CC MIS Getting Started Guide (297-2671-175) Page 3-9...

  • Page 46: Email/Fax Tab

    Fax tab to send reports using e-mail or fax to one or more recipients. Note: You cannot e-mail or fax graphical reports. Wallboard Tab The wallboard tab allows you to configure a wallboard that is attached di- rectly to the supervisor’s PC. Page 3-10 CC MIS Getting Started Guide (297-2671-175)

  • Page 47: Color Customization

    Color Selection dialog. The color maps in the Color Selection dialogs for printers and displays can be customized. This option is available if your system is capable of support- ing more than 256 colors. CC MIS Getting Started Guide (297-2671-175) Page 3-11...
  • Page 48 The Color dialog is displayed. Select the desired colors and press the Update Custom Color button. When finished, click OK. The new colors are displayed in the color map on the Color Selection dialog. Page 3-12 CC MIS Getting Started Guide (297-2671-175)
  • Page 49 CC MIS CC MIS Logging into CC MIS Release 5.2 Page 3-13 CC MIS Getting Started Guide (297-2671-175)
  • Page 50 CC MIS CC MIS Logging into CC MIS Release 5.2 Page 3-14 CC MIS Getting Started Guide (297-2671-175)

  • Page 51: Cc Mis Main Functions

    CC MIS Main Functions Introduction This chapter introduces you to the functions that are accessed from the from the CC MIS Main window. The CC MIS Main window is shown in the figure below. CC MIS Main window Displays menu The Display menu contains commands to enter into Agent Status and Queue Statistics displays.

  • Page 52: Reports Menu

    CC MIS CC MIS CC MIS Main Functions Release 5.2 Reports menu The Reports menu contains commands for the CC MIS Reporting function. Reports menu Config menu The Config menu contains commands for the Configuration Control function. Config menu Profile menu The Profile menu contains commands for setting a supervisor’s profile.

  • Page 53: Admin Menu

    Supervisors on CC MIS systems running with the Networking feature en- abled on a Network Access Partition (NAP) have access to view information for supervisors running on a different CC MIS system, and to network-wide information for partitions defined as virtual nodes for the NAP..
  • Page 54 CC MIS CC MIS CC MIS Main Functions Release 5.2 Page 4-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 55: Agent Status Display

    Perform the following steps to access the Agent Status display. steps Accessing the Agent Status display 1. From the CC MIS Main window, select Displays / Agent Status. 2. From the Agent Status Display menu, select one of the views from the View pulldown menu.

  • Page 56: Agent Status Display

    This field is always displayed in the right most column. DUAL DN STATUS Displayed when selected from the Preferences menu to show the information for a second DN (see position 1179 in the figure above). Page 5-2 CC MIS Getting Started Guide (297-2671-175)

  • Page 57: Setting The View And Display

    Your default view You set the default view in your profile. CC MIS uses this view when you first login and access your Agent Status display. The default can be either subgroup/group, scope, or global. During a session, you can change this de- fault to another view.

  • Page 58: Acd Group Detail Window

    Subgroup detail window You can display a Subgroup Detail window by positioning the cursor on a Subgroup ID in the Navigator Pane and clicking the right mouse button. ACD Group display Page 5-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 59: Miscellaneous Display Functions

    ID you are monitoring. (This is transparent if both you and the supervisor you are monitoring have a global scope restriction.) CC MIS Getting Started Guide (297-2671-175) Page 5-5...

  • Page 60: Agent Detail Window

    Note: This window cannot be displayed if the Agent Performance option has been disabled in the Priviledge Level Definition associated with the su- pervisor’s profile. Agent Detail options menu Options menu selections Page 5-6 CC MIS Getting Started Guide (297-2671-175)
  • Page 61 CC MIS CC MIS Agent Status Display Release 5.2 Page 5-7 CC MIS Getting Started Guide (297-2671-175)
  • Page 62 CC MIS CC MIS Agent Status Display Release 5.2 Page 5-8 CC MIS Getting Started Guide (297-2671-175)

  • Page 63: Queue Statistics Display

    If you have access to your profile, you can change the default. steps Accessing the Queue Statistics display 1. From the CC MIS Main window, select Displays / Queue Statistics. 2. The default Queue Statistics screen is displayed. The Queue Statistics display (with one of many views) is shown in the figure below.

  • Page 64: Changing Or Controlling The Queue Statistics Display

    • Single Group • Scope • Global Additional views (such as New Subgroup) may also be available depending on you access privileges. Access privileges are provided by the System Administrator. Page 6-2 CC MIS Getting Started Guide (297-2671-175)

  • Page 65: Your Default View

    Release 5.2 Your default view You set the default view in your profile. CC MIS uses this view when you first login and access your Queue Statistics display. The default is selected from the menu list. During a session, you can change this default to another view.

  • Page 66: Creating Your Own Queue Statistics Display

    First you define any formulas you need to collect the data you want in your display. However, you do not need to create custom formulas; you can use any of the existing statistics collected by CC MIS. The Display Formulas window is accessed by selecting the Displays / Formulas option from the CC MIS Main window.

  • Page 67: Step 2: Defining Quadrants

    To edit, click on the Edit Heading and Edit Threshold buttons to the left of the list. Refer to the CC MIS Online Help for descriptions of the fields on the Quad- rant Definition window. CC MIS Getting Started Guide (297-2671-175)
  • Page 68 To edit, click on the Edit Legend button to the left of the list. Refer to the CC MIS Online Help for descriptions of the fields on the Quad- rant Definition window.

  • Page 69: Step 3: Defining Screens

    Select the Displays / Screens command on the CC MIS Main window. Display Screen Definition window Refer to the CC MIS Online Help for descriptions of the fields on the Dis- play Screen Definition window. When you are defining a screen, you can use any standard quadrant, public quadrant, or a personal quadrant (defined by you).
  • Page 70 A dialog box appears. b. Read the information box, and click Yes if you want the changes to be applied immediately. You will be logged off of CC MIS. Note: If you do not want to be logged out, click No.

  • Page 71: Wallboard Messages

    The Wallboard Message Definition screen allows supervisors to define the actual messages that are displayed on the wallboard. steps Access Wallboard Message Definition 1. From the CC MIS Main window, select Displays / Messages. 2. The Wallboard Message Definition screen is displayed.

  • Page 72: Wallboard Message Definition Screen Fields

    <1> thru <5>. The formulas available on the wall- board are the Queue Statistics display formulas, 10-min window, 24 hour, and Shift statistics. Click on the Down Arrow to view available options. Page 7-2 CC MIS Getting Started Guide (297-2671-175)
  • Page 73 The Quick message fields are used to quickly define and send an immediate message to the wallboard without needing to leave the Wallboard message Definition screen. After the message is defined and the parameters are spec- ified, click on the Send Quick Message button. CC MIS Getting Started Guide (297-2671-175) Page 7-3...

  • Page 74: Defining A Wallboard Message

    If the definition exists already, and you wish to update the definition, click OK on the information box. Note: CC MIS allows you to save multiple wallboard messages with the same name. If you are modifying an existing wallboard message, save the modification by using the Save command to prevent the system from saving different wallboard message definitions with the same name.

  • Page 75: Wallboard Display Definitions

    Wallboard Display Definition screen fields Display Definition Name - Define a name that uniquely identifies the dis- play definition. Use up to 40 characters in the name. CC MIS can save up to 250 display definitions. Update Rate - Enter a value in seconds (range 2 - 999). This field deter- mines the frequency that the wallboard display contents are updated.
  • Page 76 Presentation Mode - Specifies how the message is to be displayed on the wallboard. Presentation Speed - Specifies how long (or quick) the message is to be dis- played on the wallboard before it is rotated. Page 7-6 CC MIS Getting Started Guide (297-2671-175)

  • Page 77: Defining A Wallboard Display

    If this is a new definition, click NEW at the Save Message Definition As box. 4. Return to the main window by selecting File / Exit from the Wallboard Display Definition window. CC MIS Getting Started Guide (297-2671-175) Page 7-7...

  • Page 78: Sending A Message To The Wallboard

    4. Select File / Exit to return to the main window. The Wallboard Run Table window is shown in the figure below. Wallboard Run Table screen Note: The Quick Message field is used to send an immediate message to the wallboard. Page 7-8 CC MIS Getting Started Guide (297-2671-175)

  • Page 79: Clearing A Wallboard

    CC MIS CC MIS Wallboard Messages Release 5.2 Clearing a wallboard In order to clear a wallboard display, send the Reset/Clear standard display to the wallboard. Page 7-9 CC MIS Getting Started Guide (297-2671-175)
  • Page 80 CC MIS CC MIS Wallboard Messages Release 5.2 Page 7-10 CC MIS Getting Started Guide (297-2671-175)

  • Page 81: Alarms (Snmp)

    The information defined for each Alarm Definition is what is provided to a Network Management System (NMS) when it queries for the CC MIS Partition MIB entries. Use the steps below to access the Alarm Definition window.

  • Page 82: Description

    The first section indicates the number of records defined and the max- imum number allowed. The second section indicates the number of records currently selected in the definitions list. The third section is for displaying status and progress messages. Page 8-2 CC MIS Getting Started Guide (297-2671-175)

  • Page 83: Form Template

    Delay This field allows you to enter a value to be used as the delay. The operation of the Alarm Definition window depends on the current mode CC MIS Getting Started Guide (297-2671-175) Page 8-3...
  • Page 84 3. Click on the Modify button to send the changes to the database. Note: To cancel the changes, click on the Revert button (or select Edit/Revert) before you click the Modify button. Page 8-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 85: Snmp Community Setup

    This screen displays the current settings for each of the three communities defined by CC MIS. When a CC MIS partition is created, the community names are defaulted to “public”, “secure”, and “traps” for the read-only, read-write, and traps communities respectively. The members list for the read-only community will be set to 0.0.0.0, while the other two members...
  • Page 86 MIB transfer screen From this window you can select either the CC MIS Partition MIB or the CC MIS System MIB to be downloaded. After you select the desired MIB and click on the OK button, a Save As window is displayed.
  • Page 87 CC MIS CC MIS Alarms (SNMP) Release 5.2 Page 8-7 CC MIS Getting Started Guide (297-2671-175)
  • Page 88 CC MIS CC MIS Alarms (SNMP) Release 5.2 Page 8-8 CC MIS Getting Started Guide (297-2671-175)

  • Page 89: Reports

    Reports Release 5.2 Reports Introduction The reporting feature of CC MIS provides you with the ability to print re- ports: • in one of five categories: standard, personal, public, system, and event log • on a schedule and ad-hoc • on paper, on your terminal, to a file, or e-mail/fax to one or more recipients In addition, you can create reports that can be imported into commercial spreadsheet packages.

  • Page 90: Identifying The Report Format

    , personal, or public. The for- mat identifies the data elements in the report. Standard formats The standard reports are formats provided by CC MIS. These formats generate tabular and graphic reports. The standard report formats are listed at the end of this chapter.

  • Page 91: Identify The Type Of Report

    Generating a report Creating a printed report A printed report is a report that uses CC MIS to format the report. You may request reports that contain Totals Only or reports that contain Data and To- tals. The Totals Only reports are useful when you do not need to show sup- porting information.

  • Page 92: Defining Report Parameters

    Note: Ensure that the name you assign to a report is unique. CC MIS allows you to save multiple report parameter definitions with the same name.

  • Page 93: Fields In The Report Parameter Definition Screen

    This provides an option for the NAP supervisor to specify how the data is collected from the remote nodes. CC MIS Getting Started Guide (297-2671-175) Page 9-5...
  • Page 94 File Name field is displayed. If an e-mail/fax destination is se- lected, a Destination field is displayed. (The destination address must be entered in this field.) Note: Graphical reports cannot be e-mailed or faxed. Page 9-6 CC MIS Getting Started Guide (297-2671-175)

  • Page 95: Interval Configuration

    Intervals for each hour of the day are configured in the Maintenance Inter- face. The intervals used by your partition can be viewed while in the Report Parameters Definition window by selecting the Reports / Intervals com- mand. The Interval Configuration dialog is displayed. CC MIS Getting Started Guide (297-2671-175) Page 9-7...

  • Page 96: Report Status

    After a report is requested and is still pending, the report can be cancelled using the File/Delete command on the Report status logs window. The Re- port Status Logs window is accessed from the Reports menu on the CC MIS Main window.

  • Page 97: Creating A Report Definition

    Creating a report definition Perform the steps below to create a Report Parameter Definition. steps Creating a report definition 1. From the CC MIS Main window, select Reports/ Parameters. 2. The Report Parameter Definition screen is displayed. 3. Specify the report contents in the data fields.

  • Page 98: Creating Ad-Hoc Reports

    The system notifies you of the status of the report through the Report Status icon on the CC MIS Main window. The Report Pending status is indicated by a report with an hour glass.

  • Page 99: Generating A Data Export Report

    1. From the display window, select Reports / Monitor View. 2.The system displays the Supervisor to Monitor? box. At the box, identify the supervisor, then click on OK. If a report is available, it appears on your screen. CC MIS Getting Started Guide (297-2671-175) Page 9-11...

  • Page 100: Generating An Event Log Report

    • Scope Database Report • Agent Database Report • Alarm Definitions Database Report • ACD-DN Configuration Report • Threshold Definition Database Report • Shift Definition Database Report • Period Definition Database Report Page 9-12 CC MIS Getting Started Guide (297-2671-175)

  • Page 101: Printing A System Report

    If prompted for additional information, select from your list of options. c. Select report destination. 3 Print the report. a. Select the File / Print option (or press Print button on toolbar). 4. Exit to CC MIS Main menu. CC MIS Getting Started Guide (297-2671-175) Page 9-13...

  • Page 102: Customizing Reports

    The text entered in this field(s) will appear on the report as headings above the data. Column Selections - Specify desired statistics. Press F3 and use the arrow keys to scroll menu. Page 9-14 CC MIS Getting Started Guide (297-2671-175)

  • Page 103: Graphic Formats

    Type of Chart - Specify the chart type for the graphic format. The screen is redrawn with fields applicable to the type of chart selected (as shown in the figure above and six types shown below). CC MIS Getting Started Guide (297-2671-175) Page 9-15...
  • Page 104 Note: To select an available data element and have it appear on the graph and in the selected list, you can double click the left mouse button on the de- sired data element or drag-and-drop the element from the Available to the Selected column. Page 9-16 CC MIS Getting Started Guide (297-2671-175)

  • Page 105: Printing Custom Reports

    4. To print, select Report / Generate. 5. To save as a new personal report, select File / Save As, then select New Personal in the dialog box. CC MIS Getting Started Guide (297-2671-175) Page 9-17...

  • Page 106: Spectrums

    • Delay Before Answering • Delay Before Abandoning • Call Duration The individual categories are also available for custom reports in ACD Group Statistics. The Spectrum Definition window is shown in the figure below. Page 9-18 CC MIS Getting Started Guide (297-2671-175)

  • Page 107: Listing Of Standard Report Formats

    Identifies the performance of each agent under different sub- Performance groups. Delay Before Abandoning Identifies how many calls were abandoned and how long the callers waited before they hung up. Delay Before Answering Provides information about the service callers receive. CC MIS Getting Started Guide (297-2671-175) Page 9-19...
  • Page 108 For each ACD-DN, shows how many calls were abandoned Graphic before and after receiving a recorded announcement. ACD-DN Calls Answered Delay For each ACD-DN, shows how many calls were answered Graphic before and after the delay objective. Page 9-20 CC MIS Getting Started Guide (297-2671-175)

  • Page 109: Configuration Control

    Configuration control allows you to view and adjust parameters inside the ACD switch that relate to operating functions such as traffic control and staffing. CC MIS provides two modes of security that allows supervisors to have control over access to Configuration Control screens and system administration: Privilege Level Definition and Scope Definition.

  • Page 110: Ad Hoc Load Management Screens

    Insert Dialog Box. The contents of the Insert Dialog is dependent on the type of screen currently displayed. The Insert Dialog Box is shown below. Insert dialog Page 10-2 CC MIS Getting Started Guide (297-2671-175)

  • Page 111: Changing Agent Position Assignments

    Networking feature is enabled. ACD Group - Identifies the new ACD group to which the agent is to be as- signed. Valid entries are the primary DN of an ACD group or ACD group name. CC MIS Getting Started Guide (297-2671-175) Page 10-3...

  • Page 112: Moving An Active Position To A New Group

    2. Call completion counts and durations will be pegged against the new group. LOB statistics will be pegged to the group/supervisor. (This may result in an undefined lob code for the new group.) Page 10-4 CC MIS Getting Started Guide (297-2671-175)

  • Page 113: Changing Agent Set Parameters

    (either wait time or queue size). Display Digits - This field specifies the number of digits displayed to agents in the ACD group. The range is 0-10 and is selectable from a menu. CC MIS Getting Started Guide (297-2671-175) Page 10-5...
  • Page 114 VARWRAP on Agent Status screen). A valid range is 1-600 sec- onds. Note: Agent wrap-up time will override the default wrapup time if it is datafilled in the ACD Table ACDLOGIN or ACDENLOG. Page 10-6 CC MIS Getting Started Guide (297-2671-175)

  • Page 115: Changing Queue Size Parameters Of An Acd Group

    0 to 511 inclusive. A zero value means that this ACD group does not have call queuing, but will route to the table specified in either the Threshold Route or Overflow Targets fields in the Overflow Targets screen. CC MIS Getting Started Guide (297-2671-175) Page 10-7...
  • Page 116 Accepts as input any number from 0 to 255 inclusive. A zero value means that priority promotion time out does not apply. Page 10-8 CC MIS Getting Started Guide (297-2671-175)

  • Page 117: Changing Time Overflow Parameters Of An Acd Group

    Accepts as input either yes or no. If no, then all calls have time delay overflow. Immediate Timer - Identifies that timing for time delay overflow starts as soon as calls are received. Accepts as input either yes or no. CC MIS Getting Started Guide (297-2671-175) Page 10-9...
  • Page 118 Threshold Route. Accepts as input 0 to 1800. Threshold Route - Identifies the route used for rerouting time delay over- flow calls. Accepts as input Table OFRT or IBNRTE and 0 to 1023. Page 10-10 CC MIS Getting Started Guide (297-2671-175)

  • Page 119: Changing The Overflow Targets For An Acd Group

    Overflow Targets - Identifies up to four targets to enhance overflow. Ac- cepts the primary DN of an ACD group or a group name as input. Threshold Route - Identifies the route used for rerouting time delay over- flow calls. CC MIS Getting Started Guide (297-2671-175) Page 10-11...

  • Page 120: Changing Recorded Announcements Parameters - Acd Group

    ACD does not have a defined audio group for the related ACD group. Ac- cepts as input 1-512. Forced Incoming - Identifies the audio group to be used to give forced in- coming announcements to new incoming ACD calls. Accepts as input: 1 - 512. Page 10-12 CC MIS Getting Started Guide (297-2671-175)
  • Page 121 Indicate Yes or No. (This specifies which announcement the caller will hear: either those from the original group called or from the group to which the caller is overflowed.) CC MIS Getting Started Guide (297-2671-175) Page 10-13...

  • Page 122: Changing Special Routing Parameters For An Acd Group

    Controlled Interflow Route - Identifies the route the calls will take when the supervisor has put the group into controlled interflow mode. Values for this field are tables OFRT and IBNRTE and index ranges 0-1023. Page 10-14 CC MIS Getting Started Guide (297-2671-175)
  • Page 123 "OFRT", "IBNRTE") and index (Range: 0 - 1023). Re-Enqueue Audio Table - Audio group used to provide re-enqueue an- nouncement to callers prior to re-routing the call to the re-enqueue route (Range: 1 - 512). CC MIS Getting Started Guide (297-2671-175) Page 10-15...

  • Page 124: Changing Network Parameters For An Acd Group

    Preference Weighting Factor - This field shows the group preference weight factor with a range of 0-32767. Most Idle Agent - This is the factor used in calculating the Resource Index for the group with a range of 0-600. Page 10-16 CC MIS Getting Started Guide (297-2671-175)
  • Page 125 0-600. Consider Source - This field specifies whether the source group should be considered when determining the best target group for time overflow calls. The values are Yes or No. CC MIS Getting Started Guide (297-2671-175) Page 10-17...

  • Page 126: Changing Acd-Dn Assignments And Priorities

    ACD calls originated from within the same switch. Accepts as input 0 to 3 inclusive, where 0 is the highest priority and 3 is the lowest priority. The field is left blank and is not accessible if the DN type is Supplementary. Page 10-18 CC MIS Getting Started Guide (297-2671-175)
  • Page 127 ACD DN. Accepts as input any existing ACD group name or ACD Primary DN. Name - Identifies the name of the ACD-DN. Accepts input as 15 character or less. This name is not used by CC MIS. CC MIS Getting Started Guide (297-2671-175) Page 10-19...

  • Page 128: Changing Network Targets

    Weight Factor for the source / destination ACD group pair. The range of this field is 0-32767. Resource Index Value - This is the current Resource Index for the destina- tion ACD group. (This is a display only field.) Page 10-20 CC MIS Getting Started Guide (297-2671-175)

  • Page 129: Using Configuration Control Efficiently

    Note: CC MIS allows you to save multiple change orders with the same name. If you are modifying an existing change order, use the Overwrite an existing change order command to prevent the system from saving different change orders with the same name.
  • Page 130 After the insert action has been completed, you can select the field to be modified and enter the new value. After the desired modifications have been made, you can use the File menu commands, to Save, Schedule. or Execute your change order. Page 10-22 CC MIS Getting Started Guide (297-2671-175)

  • Page 131: Viewing Configuration Control Database Tables

    Audio Table - Displays all defined ACD entries in the Audio table. After the initial screen displays, you can use the page-up and page-down keys to scroll through the table. CC MIS Getting Started Guide (297-2671-175) Page 10-23...
  • Page 132 CC MIS CC MIS Configuration Control Release 5.2 Page 10-24 CC MIS Getting Started Guide (297-2671-175)
  • Page 133 1-2 dragging 1-2 elapsed time - agent status 5-3 Event Log 9-12 focus 1-2 format title 9-14 formats, personal 9-14 generating a data export report 9-11 generating a report 9-1 CC MIS Getting Started Guide Page i...
  • Page 134 9-2 pulldown menus 1-5 releasing the mouse 1-2 report formats 9-2 Report Parameter Definition screen 9-4 report status 9-10 report types 9-3 report, tabular formats 9-14 Reports - personal graphic 9-15 CC MIS Getting Started Guide Page ii...
  • Page 135 (at desktop) 9-10 viewing another supervisor’s report 9-11 Wallboard Display Definition screen 7-5 Wallboard Message Definition screen 7-1 Wallboard Message Definition screen fields 7-2 Window - Help 2-2 Window menu 1-4 workspace 1-4 CC MIS Getting Started Guide Page iii...
  • Page 137 Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

This manual is also suitable for:

Cc mis 5.2

Table of Contents