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Avaya Wallboard User Manual

Contact center express
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User Guide
Wallboard
Release 2.0 - Issue 0

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  • Page 1 User Guide Wallboard Release 2.0 - Issue 0...
  • Page 2 All other product names mentioned herein are the trademarks of their respective owners. Avaya National Customer Care Center Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Avaya representative or distributor.

  • Page 3: Software License Agreement

    Avaya may charge you a reasonable fee for the provision of such information.
  • Page 4 (1) year from the date purchased, then Avaya will either replace the client software or offer to refund the license fee to you upon return of all copies of the client software and documentation to Avaya.

  • Page 5: Table Of Contents

    How does Wallboard Work?........................12 Chapter 3 Installation Install Application ............................15 Chapter 4 Administration Configuration Overview ..........................17 Configurable Parameters..........................18 Configure Wallboard via Setup Screen.......................22 Wallboard Properties ........................25 Thresholds ............................27 Displayed Devices ...........................32 Configure Wallboard via Configuration Server..................48 Chapter 5 Operation Start Wallboard............................52 Send Message .............................54...

  • Page 6: Chapter 1 Preface

    H A P T E R Preface This chapter provides information that will help you use this document. In This Chapter Document Conventions .............. 7 Related Documents..............7...

  • Page 7: Document Conventions

    Related Documents For information on the Interaction Data Server, refer to the following documentation on the Avaya Contact Center Express CD: Interaction Data Server User Guide For information on the Configuration Server, refer to the following documentation...

  • Page 8: Chapter 2 Introduction

    H A P T E R Introduction In This Chapter What is Wallboard? ..............9 How does Wallboard Work? ............12...

  • Page 9: What Is Wallboard

    Intervals and shifts are configured in the Interaction Data Server. Wallboard can be used as an Agent extension or a standalone application. Agent Extension Standalone Application...

  • Page 10: Thresholds

    The skill or split group the agent is logged into Thresholds Most of the time, Wallboard will appear (color of text and background) and behave (how the text moves) as you configure it in the default properties (see "Wallboard Properties" on page 25).
  • Page 11 If Wallboard receives statistics from the Interaction Data Server that trigger more than one alert, Wallboard chooses which one to bring to your attention based on the weighting you assign each alert. The alert with the highest weight is triggered.

  • Page 12: How Does Wallboard Work

    Interaction Data Server can be receiving information from a single switch or multiple switches. When Wallboard starts up, it connects to the Interaction Data Server and instructs it to feed back the statistical data at the interval specified in Wallboard's configuration.

  • Page 13: Standalone Application

    Introduction Standalone Application Definity/MultiVantage/ Avaya CM Interaction Data Wallboard.ini Wallboard Server (for example) Definity/MultiVantage/ Avaya CM Definity/MultiVantage/ Avaya CM Note: The version of Agent must be Active Telephony 5.0, Contact Center Express 2.0 or later.

  • Page 14: Chapter 3 Installation

    H A P T E R Installation In This Chapter Install Application ..............15...

  • Page 15: Install Application

    (silently) install an application following a set of pre-defined selection options. The Contact Center Express Installation Guide is on the Contact Center Express CD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (http://www.AvayaContactCenterExpress.com).

  • Page 16: Chapter 4 Administration

    H A P T E R Administration In This Chapter Configuration Overview............. 17 Configurable Parameters ............18 Configure Wallboard via Setup Screen ........22 Configure Wallboard via Configuration Server......48...

  • Page 17: Configuration Overview

    To configure Wallboard using the Setup administration screen, the AdministratorEnabled parameter must be set to True in the configuration .ini file. By default, if the configuration file is not found, Wallboard warns the user and creates a new Wallboard.ini with default values.

  • Page 18: Configurable Parameters

    The width, in pixels, of Wallboard. The width is automatically saved in the configuration after it is adjusted within the application. wbLeft. The distance, in pixels, of Wallboard from the left side of the screen at startup. The distance is automatically saved in the configuration after it is adjusted within the application.
  • Page 19 MsgDisplayTime. The length of time, in seconds, the message displays. EnableSendMessage. If set to True, a user can send messages from Wallboard to the Interaction Data Server. SetupFirstPaneWidth. The width, in pixels, of the first pane in the Setup administration screen.
  • Page 20 The parameter will not display if the display order is set to 0. DisplayCondition. The value that determines when the device displays on Wallboard. 0=Always displays, 1=Displays only if it is being monitored by the Interaction Data Server, 2=Does not display. The default value is 0.
  • Page 21 [Threshold x] The [Threshold x] section of the configuration .ini file is automatically created when you configure Wallboard via the Setup administration screen. Level. The number that will trigger the alert. Weight. The number assigned to an alert to represent its relative importance to all the other alerts used by Wallboard.

  • Page 22: Configure Wallboard Via Setup Screen

    Open Agent Administrator and select the Miscellaneous tab. b) If there is a tick in the check box beside Disable all Agent extensions, remove the tick. c) Click the drop-down arrow and select Wallboard from the popup menu. Note: Wallboard automatically registers as an extension during installation.
  • Page 23 Administration The Setup screen appears. To connect Wallboard to the Interaction Data Server: a) Type the server's IP address and port number in the text boxes. The prescribed port number is 29090. b) Right-click and select Refresh from the pop-up menu or press [F5].
  • Page 24 Administration Alerting Device Information If you want text to appear before the device that is alerting, tick the check box beside Display information about alerting device and type the text in the Introduction text field. Expand the tree view structure to display the agents, splits/skills and VDNs that are set up on the switch associated with the server.

  • Page 25: Wallboard Properties

    Type the distance, in pixels, the text 'jumps' as it scrolls in the Scroll amount text box. Note: The lower the value, the smoother the movement. Type how often, in seconds, you want Interaction Data Server to send statistical information to Wallboard in the Update time text box.
  • Page 26 To ensure Wallboard moves with Agent whenever it is moved around the screen, tick the check box beside Adjust to Agent. 10 To position Wallboard on top of all other open applications, tick the check box beside Always on top.

  • Page 27: Thresholds

    Administration Thresholds To add a threshold, right-click the Thresholds node and select Add Threshold from the pop-up menu. The Add Threshold dialog box appears. Type a name for the threshold in the Threshold name text box. Note: You may like to give the threshold the same name as the parameter you intend to assign it to.
  • Page 28 Administration The Add Alert dialog box appears. Type the number that will trigger the behavior of your new alert. Click [Add]. Use the above steps to add as many alerts as you need. Note: A threshold can have a minimum of two alerts. In this example, a third alert is added: Alert 0 represents any number below 3.
  • Page 29 Administration The Color dialog box appears. If you want to use a color from the Basic colors selection, click the color and click the [OK] button. If you want to choose another color: a) Click [Define Custom Colors >>]. b) Click a new color in the multi-colored panel and vertically move the triangular slide to select the shade of your chosen color.
  • Page 30 Data Server and it contains statistics that would trigger more than one alert, Wallboard must choose which one to bring to your attention. The only way Wallboard knows how to do this is via the weighting you give each alert. The alert with the highest weight will be triggered.
  • Page 31 Wallboard turns the same color as the background color of the alert text on Wallboard turns the same color as the text of the alert behavior of the Wallboard text mirrors the behavior of the alert text alerting text you specified when you configured Interaction Data Server appears before the device the threshold has been assigned to.

  • Page 32: Displayed Devices

    Administration Displayed Devices To display device information from a particular switch, drag and drop the switch icon into Displayed Devices. Alternatively, you can right-click Displayed Devices, select Add Switch and fill in the details in the dialog box that appears. For example: To display statistical data for certain devices, drag and drop the device icons into the new switch folder.
  • Page 33 Administration Agents To configure the information that will display for a particular agent, click the agent's device.
  • Page 34 Agent name. The agent's name. Agent state. The state the agent is in. The state can be Auto in, Manual in, Logged out, AUX or ACW. Note: If the agent is on the phone, Wallboard displays the state as 'On call'.
  • Page 35 Administration Total calls. The total number of calls this agent has taken within the interval specified in the switch. Pending reason code. The agent's pending reason code. Refer to Reason code for enumerations. Pending work mode. The agent's pending work mode. Refer to Work mode for enumerations.
  • Page 36 (in seconds). Shift total calls. The total number of calls taken by agents in a given shift. Type the text to preface the selected parameters in the wallboard display. Note: You can use the parameter name or some other wording.
  • Page 37 Note: If you try to number your parameters in increments other than one (eg. 5, 10, 15 etc), Wallboard will automatically re-number them (while retaining the order) in increments of one (ie. 1, 2, 3 etc). Wallboard will also automatically remove any duplicate numbers.
  • Page 38 Administration Splits/skills To configure the information that will display for a particular split/skill, click the device.
  • Page 39 Administration 10 Tick the check boxes beside the parameters you want Wallboard to display. Note: The display order is determined by the order you select parameters. Numbers automatically increment by one as each parameter is selected. The parameter will not display if set to 0.
  • Page 40 Administration Average wait time formula: Total length of time callers to this skill or split have waited before their call is answered for the interval / Total number of calls made to this skill or split for the interval (calls answered and then released).
  • Page 41 Note: If you try to number your parameters in increments other than one (eg. 5, 10, 15 etc), Wallboard will automatically re-number them (while retaining the order) in increments of one (ie. 1, 2, 3 etc). Wallboard will also automatically remove any duplicate numbers.
  • Page 42 13 If you want to assign a threshold to a couple of very important parameters so they alert when their values fall within certain ranges, click the drop-down arrow and assign a threshold. Note: If you do not select a threshold, Wallboard uses the default display behavior specified in Wallboard Properties.
  • Page 43 Administration VDNs...
  • Page 44 Administration 16 Tick the check boxes beside the parameters you want Wallboard to display. Note: The display order is determined by the order you select parameters. Numbers automatically increment by one as each parameter is selected. The parameter will not display if set to 0.
  • Page 45 Administration Longest call. The length of time the first call in the queue has been waiting (in seconds). Service levels. The percentage of calls to this VDN answered within the service level time specified in the Interaction Data Server. Total calls. The number of calls made to the VDN within the interval specified in the switch.
  • Page 46 18 If you want to assign a threshold to a couple of very important parameters so they alert when their values fall within certain ranges, click the drop-down arrow and assign a threshold. Note: If you do not select a threshold, Wallboard uses the default display behavior specified in Wallboard Properties.
  • Page 47 Note: If you try to number your parameters in increments other than one (eg. 5, 10, 15 etc), Wallboard will automatically re-number them (while retaining the order) in increments of one (ie. 1, 2, 3 etc). Wallboard will also automatically remove any duplicate numbers.

  • Page 48: Configure Wallboard Via Configuration Server

    Administration Configure Wallboard via Configuration Server Follow this procedure if you are using Wallboard as an Agent Extension and Agent is configured via Configuration Server. Open Configuration Manager. Right-click the Applications node and select Import Application from the pop-up menu. The Import Application dialog box appears: Click the [Browse] button and locate the file named AS Wallboard Agent Extension Add.sql from the Contact Center Express directory (probably...
  • Page 49 Right-click Agent in the Applications tree menu and select Properties from the pop-up menu. The Application Properties dialog box appears: To display the Wallboard section of properties, scroll to the bottom of the template. The template contains four columns of pre-written application data: Section.
  • Page 50 If necessary, edit the default data copied from the template. To save all your changes, click the [OK] button. Note: If you ever want to remove Wallboard's configuration from Agent's template, open Configuration Manager and import the file named AS Wallboard Agent Extension Remove.sql from the Configuration Server directory.

  • Page 51: Chapter 5 Operation

    H A P T E R Operation In This Chapter Start Wallboard................52 Send Message ................54 Close Wallboard ................. 55...

  • Page 52: Start Wallboard

    ) appears on the right-hand side of the Windows taskbar. Moving To move Wallboard, click anywhere on the panel and drag it to another position. Note: Moving the panel this way is an alternative to changing the wbLeft and wbRight parameters in Wallboard's configuration.
  • Page 53 Windows taskbar and select Restore from the popup menu. Accessing On-line Help To access Wallboard's on-line help, press the [F1] key or right-click the Wallboard panel or icon and select Help from the popup menu.

  • Page 54: Send Message

    Operation Send Message Note: To broadcast messages from Wallboard, the send message feature must be enabled within the Wallboard configuration. Right-click anywhere on the panel and select Send Message from the pop-up menu. The Send Message dialog box appears. Type the message you want to broadcast.

  • Page 55: Close Wallboard

    Operation Close Wallboard To close Wallboard, right-click the wallboard and select Exit from the popup menu. Note: If Wallboard is being used as an Agent extension, Agent will also close.

  • Page 56: Glossary Of Terms

    Definity ECS A range of numbers with their own defined way of Definity Enterprise Communications Server. A looking and behaving. If statistics on the Wallboard brand of switch. See PBX. marquee fall within the range, they adopt the look and behavior of that alert.
  • Page 57 A set of alerts with display and behavioral attributes that, when assigned to a Wallboard parameter, can bring statistics outside the expected range to the Reason codes user's attention.
  • Page 58 Glossary of Terms Weight The number assigned to an alert to represent its relative importance to all the other alerts used by Wallboard. Work mode See Agent Mode.

  • Page 59: Index

    Switch • 57 Configuration Overview • 17 Configure Wallboard via Configuration Server • 48 Telephony Server • 57 Configure Wallboard via Setup Screen • 22 Threshold • 57 Thresholds • 10, 27 Definity ECS • 56 Displayed Devices • 32 VDN •...

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