1.
Product Overview......................................................................................................................... 3
1.1.
1.2.
1.3.
System Configuration.......................................................................................................... 4
1.4.
User Benefits ........................................................................................................................ 4
2.
Installation .................................................................................................................................... 5
2.1.
ACD Report Client................................................................................................................ 5
2.1.1.
Host Requirements........................................................................................................ 5
2.1.2.
Installation Procedure................................................................................................... 6
2.2.
ACD Report Server............................................................................................................... 9
2.2.1.
2.2.2.
2.2.3.
2.2.4.
2.3.
PBX Settings....................................................................................................................... 12
2.3.1.
2.3.2.
2.3.3.
2.3.4.
2.4.
Voice Mail Settings............................................................................................................. 13
2.5.
3.
3.1.
Customizing Counters....................................................................................................... 14
3.2.
Creating Reports ................................................................................................................ 17
3.3.
Other Useful Features........................................................................................................ 20
4.
Guidelines for Operation........................................................................................................... 22
4.1.
4.2.
Database Backup ............................................................................................................... 22
4.2.1.
Client Database Backup.............................................................................................. 22
4.2.2.
Server Database Backup ............................................................................................ 22
5.
5.1.
General ................................................................................................................................ 23
5.2.
5.3.
5.4.
ACD Monitor ....................................................................................................................... 23
5.5.
Performance Graphs.......................................................................................................... 23
5.6.
ACD Reports ....................................................................................................................... 24
5.7.
Call Log ............................................................................................................................... 24
5.8.
Agent Log............................................................................................................................ 24
5.9.
Others.................................................................................................................................. 24
6.
Frequently Asked Questions .................................................................................................... 26
Table of Contents