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Avaya Customer Interaction Express 1.0 User Manual

Wallboard
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User Manual
Customer Interaction Express 1.0
Wallboard
Edition: 22/11/2006
COMPAS ID: 116795

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Summary of Contents for Avaya Customer Interaction Express 1.0

  • Page 1 User Manual Customer Interaction Express 1.0 Wallboard Edition: 22/11/2006 COMPAS ID: 116795...
  • Page 2 Avaya-Tenovis GmbH & Co. KG. All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going to print.

  • Page 3: Table Of Contents

    Contents About this manual Questions about this manual ...................... 1 Who is part of the target group? .................. 1 What kind of information is provided?................ 1 What kind of information is not provided?..............1 How is this manual organized?..................2 Which edition are you reading?...................
  • Page 4 Changing the information of a wallboard..............16 Deleting information of a wallboard................16 Configuring the relay card ....................... 17 Object information..................... 17 Comparison operators....................17 Constant........................17 Inserting conditions for a relay card ................18 Changing the conditions of a relay card ..............19 Deleting the conditions of a relay card ..............
  • Page 5 Object format of values ..................... 41 Object format for date and time................. 42 View options......................42 Call center variables ....................43 Names of online realtime statistics ................44 Names of variables ....................45 Mathematical operators ..................... 45 Table of operator priorities ..................45 Special operators for advanced users.................

  • Page 7: About This Manual

    About this manual Questions about this manual Before you start reading you might have questions concerning this document. In this section, we answer some of those questions. Who is part of the target group? This manual is intended for persons working with the Wallboard module or wanting to learn about its individual features.

  • Page 8: How Is This Manual Organized

    How is this manual organized? The structure of this document provides a systematic introduction to the use of the Wallboard module. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first.

  • Page 9: How Do You Get A Printed Copy

    How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format.

  • Page 10: Meet The Wallboard Module

    Meet the Wallboard module What is Wallboard? Wallboard is a module in the CIE system. The Wallboard module is used to edit information from the CIE system so that other devices can use this information. Which devices can be used? Currently only wallboard types from the following manufacturers are supported.

  • Page 11: Which Information Does A Device Show

    Which information does a device show? You can configure the following objects for a device that displays information (wallboard). • Topic • Team • Agent group • Time • Date For switching devices (relay cards) you can determine the conditions for switching contacts.

  • Page 12: Structure Of The Wallboard Module

    Structure of the Wallboard module Like all Windows applications, the Wallboard module features menus and commands. Opening the Wallboard module You are signed on in the CIE system and would like to open the Wallboard module. Proceed as follows to open the Wallboard module. 1.

  • Page 13: Commands Of The Annax Menu

    Commands of the Annax menu The following table lists the commands and functions of the Annax menu. Command Function Configure Opens the properties of the Annax. You configure name, host name, rows, columns and the interface of the Annax. Define Display Opens the properties of the display.

  • Page 14: Columns

    Columns Objects, like topics or agent groups, are presented in tables. These tables show additional information on objects in columns. You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries. Changing the order Objects in a table are always shown in alphabetical order.

  • Page 15: Creating A Wallboard

    Setting Explanation Name Shows the name of the wallboard. You can use 30 alphanumeric characters, maximum. This name must be unique within the CIE system. Type Shows the type of wallboard. You can use the following types of wallboards. WbmmIP two-line / 21 characters WibMTA one-line / 8 characters WibMTA two-line / 16 characters WibMTA two-line / 32 characters...

  • Page 16: Editing A Wallboard

    Editing a wallboard Proceed as follows to edit the properties of a wallboard. 1. Select Configuration from the Wallboard menu. The Select wallboard for configuration dialog opens. 2. Double-click the wallboard you want to edit from the list. The Wallboard [Edit] dialog opens. 3.

  • Page 17: Configuring A Wallboard (Annax)

    Configuring a wallboard (ANNAX) You must configure the properties of a wallboard before you can use it with the CIE system. You can create, edit, copy and delete wallboards. Wallboard settings You have to configure the following settings for a wallboard. Setting Explanation Name...

  • Page 18: Copying A Wallboard

    2. Double-click the wallboard you want to edit from the list. The Wallboard [Edit] dialog opens. 3. Change the settings. 4. Click OK to save your settings. Copying a wallboard Proceed as follows to copy a wallboard. 1. Select the Configuration command from the Annax menu. The Select wallboard for configuration dialog opens.

  • Page 19: Configuring The Display Text (Annax)

    Configuring the display text (Annax) You configured the properties of a wallboard (Annax). Now you have to configure the display texts. You can use information of the following objects for display texts: • Topic • Team • Agent group Information of the Topic object You can use the following topic information for a display text.

  • Page 20: Information Of The Team Object

    Information of the Team object You can use the following team information for a display text. Information Explanation Shows the Task Service Factor. TSFTC. Shows the total number of calls for the Task Service Factor calculation. TSFTC+ Shows the total number of positive calls for the TSF calculation. Information of the Agent group object You can use the following agent group information for a display text.

  • Page 21: Inserting Information For A Wallboard

    Inserting information for a wallboard Proceed as follows to add information to a display text. 1. Select the Define display command from the Annax menu. The Select wallboard for text editing dialog opens. 2. Select the wallboard you want to define. 3.

  • Page 22: Changing The Information Of A Wallboard

    Changing the information of a wallboard Proceed as follows to change the information of a display text. 1. Select the Define display command from the Annax menu. The Select wallboard for text editing dialog opens. 2. Select the wallboard you want to edit. 3.

  • Page 23: Configuring The Relay Card

    Configuring the relay card You selected Relay card as the type of wallboard. A relay card has eight ports. You can configure a condition for each port. If the condition is met, the port is switched. A condition consists of an information element, a comparison operator and a constant.

  • Page 24: Inserting Conditions For A Relay Card

    Inserting conditions for a relay card Proceed as follows to insert conditions for a relay card. 1. Select the Define display command from the Annax menu. The Select wallboard for text editing dialog opens. 2. Select a relay card. 3. Click OK. The Relay Card Conditions [Name] dialog opens. 4.

  • Page 25: Changing The Conditions Of A Relay Card

    Changing the conditions of a relay card Proceed as follows to change the conditions of a relay card. 1. Select the Define display command from the Annax menu. The Select wallboard for text editing dialog opens. 2. Select a relay card. 3.

  • Page 26: Setting Window Positions

    Setting window positions You can specify the following settings for window positions. • Hide or display status bar • Save settings Hide or display status bar You can hide or display the status bar. 1. In the Window menu, select Status Bar. If the command is checked, the status bar is displayed.

  • Page 27: Using The Help

    Using the Help The Wallboard module offers a dialog-based, context-sensitive Help function for all menus, commands and dialogs. You can search for information on a certain topic. Help during operation You can open Help information for each command and dialog. 1.

  • Page 28: Other Ways To Get Help

    Other ways to get help You can get additional support on the Internet. Information on the Internet Please refer to the following Internet sites for information on the CIE system. http://www.avaya-tenovis.com http://www.comergo.com 22 • Meet the Wallboard module User Manual CIE 1.0 Wallboard...

  • Page 29: Operation Of The Wallboard Dialog (Configuring A Wallboard)

    Operation of the Wallboard dialog (configuring a wallboard) What is the InfoServer? The InfoServer is a server program within the CIE system that prepares information from different sources dynamically and displays this information on different wallboards. An InfoServer can serve several wallboards of the same type or wallboards of different types simultaneously.

  • Page 30: Display Options

    The InfoServer offers the possibility to use online realtime statistics and variables in formulas. These formulas are employed for the following purposes: • To change a numerical value provided by PBX or database for the wallboard. Example: For display purposes a wait time in seconds can be changed to minutes with the following formula: tMaxWait / 60 •...

  • Page 31: Starting And Closing The Dialog

    Starting and closing the dialog The following paragraphs tell you how to start and close the Wallboard dialog and how to save data. Starting the dialog Proceed as follows to start the Wallboard dialog. 1. Select Define Display from the Wallboard menu. The Select a wallboard for text editing dialog opens.

  • Page 32: Structure Of The Dialog

    Structure of the dialog The Wallboard dialog offers menus and commands. Title bar The title bar shows the icon and the name of the wallboard. You can minimize, maximize or close the WallBoard dialog. Menus The following schematic illustration shows the menus of the Wallboard dialog. Wallboard Layout View Object Commands of the Wallboard menu The following table lists the commands and functions of the Wallboard menu.

  • Page 33: Commands Of The View Menu

    Commands of the View menu The following table shows the commands and functions of the View menu. Command Function Creates a new view. Delete Deletes the displayed view. Properties Shows the properties of the view. Commands of the Object menu The following table shows the commands and functions of the Object menu.

  • Page 34: Tool Bar

    Tool bar You can find the tool bar below the menu bar. The following table lists the toolbar icons and their functions. Icon Function Saves the configured settings. Shows the properties of the wallboard. Creates a new layout. Deletes the displayed layout . Shows the properties of the displayed layout.

  • Page 35: Editing A Layout

    Editing a layout To define a display, you have to configure a layout. You can configure several layouts. Conditions and the size of fields are determined with a layout. What is a layout? A layout is the display text for a wallboard. A layout can be displayed by different wallboards but the wallboard type must be the same.

  • Page 36: Formula Of Condition

    Setting Explanation Display priority Shows the display priority. You can choose from the following priorities. default normal medium high Shows which wallboard uses the layout. A layout can be displayed by different wallboards Click OK. The layout is created. Formula of condition Realtime statistics or variable values and constants must be linked with comparison operators to create a formula.
  • Page 37 Operators Explanation < Less than <= Less than or equal to Open parenthesis Close parenthesis Negation Example for a formula The following table shows an example of a formula. LayoutName Formula of condition Explanation Alarm level 1 tMaxWait <= 15 Wait time less than or equal to 15 seconds tMaxWait >...
  • Page 38 Settings for topics (online realtime statistics) You can add the following topic settings to a formula. Abbreviation Explanation Resolution nCallsInQ Number of waiting calls Integer maxTQueued Maximum wait time Integer AvgTQueued Average wait time of calls in the Integer queue tAvgWaitS Average wait time during period Integer...

  • Page 39: Display Duration

    Abbreviation Explanation Resolution TSFTotal Total number of calls for Task Service Factor Integer calculation TSFInLimit Number of positive calls for calculation of TSF Integer Settings for agent groups (online realtime statistics) You can add the following agent group settings to a formula. Abbreviation Explanation Resolution AgACD...

  • Page 40: Configuring Fields

    Configuring fields A field is the display area for part of the layout. A layout can be divided into eight fields, maximum. You can define and change the size of a field and delete a field. Defining the size of fields Proceed as follows to define the size of a field.

  • Page 41: Layout Properties

    Layout properties You can display and change the properties of a layout. Proceed as follows: Select a layout. Select Properties from the Layout menu Click the icon Click the Layout properties button. The Layout Properties dialog opens. You can change the properties. Click OK to save your settings.

  • Page 42: Editing Views

    Editing views You can define different views for the fields of a layout. A view determines conditions, display priority, fonts, and attributes of a field. To define a view you have to configure a layout and define fields. What is a view? A view is the display text for an individual field.

  • Page 43: Deleting A View

    Deleting a view Proceed as follows to delete a view. Select a view. Select Delete from the View menu. Click the icon. Click the Delete view button. The view is deleted. Properties You can determine conditions, display priority, fonts, and attributes of the view. Select a view.
  • Page 44 Setting Explanation Attributes Flashing font 1 (slow) Shows the kind of presentation. The choice depends on manufacturer and Flashing font 2 device. Flashing font 3 Flashing font 4 (fast) Flashes from the right Marquee 1 (slow) Marquee 2 Marquee 3 Marquee 4 (fast) Scroll down 1 (slow) Scroll down 2 (fast)

  • Page 45: Editing Objects

    Editing objects Each view can contain several elements or objects. Each object is assigned a length. This length determines the number of characters that can be shown in the object area. You can assign a color to each object. You can use the following objects. •...

  • Page 46: Inserting Date/Time

    Inserting date/time Proceed as follows to insert a date or time . Select a view. Select Insert Date/Time from the Object menu Click the icon Click the Insert date/time button. The Object properties dialog opens. Select a format with the Date and/or Time tab. Select a time or date.

  • Page 47: Object-Value Formula

    Object-value formula The simplest formula to present the value of a call center variable is the name of the desired variable and no other mathematical operators or numbers. This is an example of a valid value formula for the number of free agents in the agent group "Central office": ag(Central office).AgFree The full name of a call center variable consists of several parts described in the...

  • Page 48: Object Format For Date And Time

    Object format for date and time The output format for date and time objects is selected from a list in the Wallboard module. All formats are presented as 12- or 24-hour time settings. You can choose from the following formats. Format Description Example...

  • Page 49: Call Center Variables

    Call center variables Variables come from different areas of the call center, e.g., agent, agent group, topic etc. There are instances in each area that have a name, e.g., an agent group can be called "Central office" or "Dept. IV". These instances differ from call center to call center.

  • Page 50: Names Of Online Realtime Statistics

    Another group of sources of online realtime statistics or variables is the task type. The task type is added in square brackets. There are the following three task types. • [All] • [Voice] • [Email] The default task type is [Voice]. It is used if no task type in square brackets is added.

  • Page 51: Names Of Variables

    Names of variables There is a number of variables from the database for each area. The full name of the variable looks like this: • Name of instance . "Name of tag" or optionally • Name of instance . "Name of tag" [ Task type ] Below are some examples of full names of variables.
  • Page 52 Operator Description Brackets Limiting strings ” ” Negation Reversal of algebraic sign Multiplication Division Modulo Division (remainder) Addition Subtraction < <= >= > Less than Less than or equal Greater than or equal Greater than <> Equal to not equal to Conditional expression 46 •...

  • Page 53: Special Operators For Advanced Users

    Special operators for advanced users There are two additional operators, i.e., modulo division (remainder) % and conditional expression ? :. Modulo Division (remainder) Modulo division % provides the remainder of a division. This makes it possible to calculate the remaining seconds of a duration. 377 / 60 results in value i.e.
  • Page 54 Conditional expressions can also be nested. Note: For some examples the variable label is used without its name of instance. This is not valid for the InfoServer but is clearer in the examples of very long formulas. The following example shows the alternative view for a conditional expression in an object: tMaxWait <= 15 ? "Alarm level 1"...

  • Page 55: Glossary

    Glossary ASCII ASCII stands for American Standard Code for Information Interchange and is a character coding system. CIE stands for Customer Interaction Express. TCP stands for Transmission Control Protocol. URL stands for Uniform Resource Locator. FCWC FCWC is used for mandatory job code, also FOC. Glossary •...

  • Page 57: Index

    Division 30 DTSF 13 Duration 29 Index Edition 2 Ethernet 8, 9 Fields 34 Flashing font 37, 38 Font 24 Font size 24 Fonts 37 Formula of condition 29, 30, 31 ACW 14 Addition 30 Address 8, 9 Host name 8, 9, 11 AgFree 30, 33 AgPause 30, 33 Annax 13...
  • Page 58 Names of variables 45 nCallsExtDestShift 13 Values 41 nCallsOverloadShift 13 View 27, 36 nCallsShift 13 VT100 4 New 26 nReserves 13 Wait time 13, 30, 32 Wallboard 4, 5, 8 Objects 17, 39 WallBoard 4, 5, 8 Object-value formula 41 WIBOND 4, 23 Online realtime statistics 30, 32 Opening 6...

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