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RealViewer
This chapter provides detailed information on how to use Realviewer.
Introduction
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, for example, 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.
RealViewer v4.0 and later supports internal call modeling and media blending. With media
blending, e-mail messages can be routed, handled, and filtered just like calls.
RealViewer requires an available license on the Server dongle. If a RealViewer license is
not available, Call Summary, which does not support custom filters and certain statistics, is
invoked. Refer to the Contact Center Suite Installation Manual or the online help for details
on features available with different license levels.
Starting RealViewer
From the Start Menu, choose Programs, Inter-Tel Contact Center Suite –
RealViewer – RealViewer. If a RealViewer license is available, RealViewer is
started. If there is no license available, Call Summary is started.
When RealViewer starts, if the Network Settings have not been configured yet or have not
been configured correctly, Startup Wizard attempts to automatically find a CTI Server
(Server) on your LAN using a self-configuration mode.
Using Startup Wizard
If this is the first time RealViewer has been run after installation, the RealViewer Startup
Wizard will run.
NOTE
The Startup Wizard is not run for Call Summary installations.
The wizard will help you locate a CTI Server (Server) if one cannot be found, and it will ask
you some simple questions to help create a default RealViewer screen.
Contact Center Suite User Guide
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