1. Manuals
  2. Brands
  3. Avaya Manuals
  4. Software
  5. IP Office Phone Manager
  6. User manual

Avaya IP Office User Manual

Customer call reporter 1.0
Hide thumbs Also See for IP Office:
Table of Contents

Advertisement

Quick Links

Download this manual See also: Maintenance Manual, Installation Manual
IP Office
Customer Call Reporter 1.0 User
Guide
15-601130 Issue 1k - (22 May 2009)

Advertisement

Table of Contents
loading

Related Manuals for Avaya IP Office

Summary of Contents for Avaya IP Office

  • Page 1 IP Office Customer Call Reporter 1.0 User Guide 15-601130 Issue 1k - (22 May 2009)
  • Page 2 While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

  • Page 3: Table Of Contents

    Same Queue ................160 3.35 Routed to Other ..............82 7.2.9 Direct Call Supervised Transfer to Queue ................161 3.36 Routed to Voicemail ..............83 CCR 1.0 User Guide Page 3 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 4 9.42 In Service [Queue State] ..............197 7.6.5 Call Coverage ................184 9.43 Internal Made [Statistic] ..............197 7.6.6 Do Not Disturb ................184 9.44 IP Office ..............197 7.6.7 Follow Me ................185 9.45 Last Agent ..............197 7.6.8 Forwarding Calls ................185 9.46 Licenses...
  • Page 5 9.93 Transferred [Statistic] ..............204 9.94 Unsupervised Transfer ..............204 9.95 View ..............205 9.96 Weighted Average ..............205 9.97 Wrap Up ..............205 Index ................207 CCR 1.0 User Guide Page 5 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 7: Introduction

    Chapter 1. Introduction CCR 1.0 User Guide Page 7 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 9 1. Introduction IP Office Customer Call Reporter is a call center reporting application for use with Avaya IP Office telephone systems. IP Office Customer Call Reporter can report on both individual call center 'agents' and on the queues (hunt groups) of which those agents are members.

  • Page 10: Key Terms

    IP Office configuration. IP Office Customer Call Reporter supports up to 150 agents. · To make and receive calls, the agent must login to a phone on the IP Office telephone system. Note that T3 Series and T3 IP Series phones are not currently supported.
  • Page 11 View The term view is used for the first 3 tabs displayed to supervisors and agents when they login to IP Office Customer Call Reporter. Each view consists of a table of queues and queue statistics. Clicking on any of the queue names will display an additional table of agent statistics for the agents in that queue.

  • Page 12: Client Pc Requirements

    However it does not prevent access. 4. Logging in more than one browser session at the same time on the same PC using the same IP Office Customer Call Reporter account is not supported. Doing this may lead to incorrect data display. Logging in multiple session using the same account will consume multiple licenses and is not recommended.

  • Page 13: Logging In

    IP Office Customer Call Reporter password and enter your unique email address as part of the login process. 3. If you want the IP Office Customer Call Reporter web client to run in a different language, you can use the Language drop down to select a language from the list.
  • Page 14 · Logged in users who are inactive for more than a set time are automatically logged off. The default time is 30 minutes but this can be adjusted by the administrator. CCR 1.0 User Guide Page 14 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 15: Changing Your Password

    Change Password at the top right of the window. The Change Password window 3. Enter your details: · Username The name you use when you login to the IP Office Customer Call Reporter web client. This can not be changed. · New Password Enter your new password.

  • Page 16: Forgotten Passwords

    Agent · Your email address is requested by IP Office Customer Call Reporter the first time you log in. If you already have an email address set in the IP Office telephone system, that address is displayed by default. Supervisor ·...

  • Page 17: Additional Help

    Help from the menu that appears. Additional Information Additional help and information on IP Office Customer Call Reporter and IP Office can also be found at the Avaya support web site (http://support.avaya.com) and the IP Office Knowledge Base web site (http://marketingtools.avaya.com/...

  • Page 18: Logging Off

    1.7 Logging Off Once you have started the IP Office Customer Call Reporter web client you can exit at any time. It is important that you exit correctly rather than just closing the web browser. If you try to login on another machine without previously logging off, you may need to wait 5 minutes for the previous session to time out (during which time a supervisor or agent license may also be consumed).

  • Page 19: Supervisor

    Chapter 2. Supervisor CCR 1.0 User Guide Page 19 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 20: 2. Supervisor

    IP Office Customer Call Reporter supports up to 30 supervisors. However the maximum number of supervisors that can be logged in at any time is controlled by the number of available Supervisor licenses.
  • Page 21 Log Off Close the IP Office Customer Call Reporter connection. It is important to close a connection using this control rather than just closing the browser or tab within the browser. Failing to use this button will cause a 5 minute delay before you can log in again on another PC.

  • Page 22: Logging In

    IP Office Customer Call Reporter password and enter your unique email address as part of the login process. 3. If you want the IP Office Customer Call Reporter web client to run in a different language, you can use the Language drop down to select a language from the list.
  • Page 23 · Logged in users who are inactive for more than a set time are automatically logged off. The default time is 30 minutes but this can be adjusted by the administrator. CCR 1.0 User Guide Page 23 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 24: Editing A View

    Hide. · To adjust the order of the queues, click on the corner icon and drag the queue to the required position. CCR 1.0 User Guide Page 24 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 25 Click on one of the queue names to display the list of agents in that queue. Use the same options as for queue statistics above but select statistics from the Agent Statistics list. CCR 1.0 User Guide Page 25 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 26 · Alarms for database capacity are not shown within the alarm lists and trackers. They are shown during log in. Continue to adjust the view as required. C.When completed, click on again to hide list of elements. IP Office Customer Call Reporter will start updating the statistics and alarms. CCR 1.0 User Guide Page 26...

  • Page 27: Using A View

    Display Additional Information Statistic can include additional information, indicated by a red corner icon. Place your cursor over the icon to display the addition information. CCR 1.0 User Guide Page 27 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 28: Statistic Colors

    Agents and supervisors can acknowledge an alarm or warning in their views by clicking on the colored cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list. CCR 1.0 User Guide Page 28 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 29: Alarms And Warnings

    · Alarms for database capacity are not shown within the alarm lists and trackers. They are shown during log in. Reporting Alarms and Warnings IP Office Customer Call Reporter can provide a historical report of the alarms and warnings that have occurred. This is done by running a report based on the Alarm Report template.

  • Page 30: Resetting View Statistics

    · Note that when resetting the statistics, it may take a couple of minutes for all views to update and return to normal operation. · View statistics are also reset if the IP Office Customer Call Reporter server PC or the IP Office Customer Call Reporter services are restarted.

  • Page 31: Graph View

    Note that clicking Stop will halt the graph to allow changing the settings. Clicking Start again will clear the existing data from the graph. CCR 1.0 User Guide Page 31 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 32: Account Details

    Description Username This is the supervisor username used for logging in to IP Office Customer Call Reporter. If the name matches the administrator name and or an agent name then the user can also login in those roles. Supervisors cannot change their username. See...
  • Page 33 This option is not applied to agent state and time values. Highlighting is on by default. Click Finish to save your changes. CCR 1.0 User Guide Page 33 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 35: Statistics

    Chapter 3. Statistics CCR 1.0 User Guide Page 35 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 36: 3. Statistics

    Statistics IP Office Customer Call Reporter collects information about calls to queues and agents and stores this in its database. It also collects information about the current state of the queues and agents. Statistics based on this information are then used in web views and historical reports.
  • Page 37 Agents and supervisors can acknowledge an alarm or warning in their views by clicking on the colored cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list. CCR 1.0 User Guide Page 37 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 38: Available Statistics

    4. This documentation uses the full name for IP Office Customer Call Reporter statistics and states. However for the display in browser screens the IP Office Customer Call Reporter may use abbreviated names. The statistics however remain the same CCR 1.0 User Guide...

  • Page 39: Agent State (Queue)

    Internal or External Inbound or Outbound Busy NA Reason Displayed for the Busy NA state. The individual reasons are configured by the IP Office phone system maintainer. A reason is selected by the agent when going they go into Busy NA state.
  • Page 40 Note that this is the default state assumed by IP Office Customer Call Reporter when it cannot determine the exact state, for example when restarting. Present This agent state is reported when an agent is logged in but their membership of the particular queue has been disabled.

  • Page 41: Agent State (Queue) Time

    Select the state for which you want to set and adjust the alarm. · State Threshold Select to enable an alarm for the currently shown state and to set the threshold for the state's alarm. CCR 1.0 User Guide Page 41 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 42: Agent State (System)

    Internal or External Inbound or Outbound Busy NA Reason Displayed for the Busy NA state. The individual reasons are configured by the IP Office phone system maintainer. A reason is selected by the agent when going they go into Busy NA state.
  • Page 43 Note that this is the default state assumed by IP Office Customer Call Reporter when it cannot determine the exact state, for example when restarting. Ringing This agent state is reported when the agent is being presented with a call targeted to a queue of which they are a member.
  • Page 44 · Agent X re-enables their membership of Available Available Available both queues. Ending Work · Agent X logs out from the extension. Logged out Logged out Logged out CCR 1.0 User Guide Page 44 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 45: Agent State (System) Time

    · It shows how long the agent has been in their current system state. · The agent's current state can be shown by the related statistic Agent State (System) Settings This statistic has no customizable settings. CCR 1.0 User Guide Page 45 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 46: Agents Acw

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 46 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 47: Agents Available

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 47 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 48: Agents Call Share

    · Agent 3 answers 58 calls = Call Share 29%. · Agent 4 answers 24 calls = Call Share 12%. Settings This statistic has no customizable settings. CCR 1.0 User Guide Page 48 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 49: Agents Logged On

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 49 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 50: Agents Present

    In this state they will not be presented with calls targeted to that queue. The agent's state for other queues may still be available Settings This statistic has no customizable settings. CCR 1.0 User Guide Page 50 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 51: Agents Ringing

    · It does not include calls overflowed from the queue or calls that overflowed to the queue. Call types Queue Direct Internal Calls External Calls Overflowed Calls Calls from/to Queue Agent Settings This statistic has no customizable settings. CCR 1.0 User Guide Page 51 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 52: Answered Calls

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 52 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 53: Answered External (Non-Queue)

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 53 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 54: Answered Internal (Non-Queue)

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 54 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 55: Answered Internal (Queue)

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 55 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 56: Average Answer

    · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Call types...
  • Page 57 · For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or agent. CCR 1.0 User Guide Page 57 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 58: Average Answer Time

    · For supervised transfers, the duration of the enquiry call is treated as the ringing time of the transferred call. Note also that the ring time of the enquiry call is included a separate answered call value. CCR 1.0 User Guide Page 58 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 59 Statistics: Average Answer Time · For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or agent. CCR 1.0 User Guide Page 59 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 60: Average Wait Time

    · Average waiting time of calls. · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Call types...

  • Page 61: Busy Not Available

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 61 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 62: Calls Waiting

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 62 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 63: Current Wait Time

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 63 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 64: Grade Of Service

    · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. · It includes calls that become lost calls.
  • Page 65 · For unsupervised transfers, the transferred call is treated the same as a call targeted directly to the queue or agent. CCR 1.0 User Guide Page 65 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 66: Internal Made

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 66 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 67: Longest Wait Time

    · Waiting time of the longest waiting call. · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Call types...

  • Page 68: Lost Calls

    · Note that when enabling or disabling alarms and warnings, the new settings only get used at the next change in the value of the relevant cells. · Warning Threshold Select to enable a warning threshold and to set that threshold. CCR 1.0 User Guide Page 68 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 69 Statistics: Lost Calls · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 69 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 70: New Messages

    · It shows the current number of unread messages in the mailbox of the selected queue. · This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server providing the mailbox.

  • Page 71: No Answer

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 71 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 72: Outbound Calls (External)

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 72 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 73: Overflowed Answered

    · An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings. The overflowing calls are then presented to members of other queues. · IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the overflow destinations.

  • Page 74: Overflowed Calls

    · An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings. The overflowing calls are then presented to members of other queues. · IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the overflow destinations.
  • Page 75 Statistics: Overflowed Calls CCR 1.0 User Guide Page 75 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 76: Overflowed Calls Waiting

    · An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings. The overflowing calls are then presented to members of other queues. · IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the overflow destinations.
  • Page 77 Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 77 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 78: Overflowed Lost

    · An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings. The overflowing calls are then presented to members of other queues. · IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the overflow destinations.
  • Page 79 Statistics: Overflowed Lost · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 79 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 80: Queue State

    This queue state is reported by the Queue State statistic. The time the queue has been in a particular state is reported by the Queue State Time statistic. CCR 1.0 User Guide Page 80 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 81: Queue State Time

    Select the state for which you want to set and adjust the alarm. · State Threshold Select to enable an alarm for the currently shown state and to set the threshold for the state's alarm. CCR 1.0 User Guide Page 81 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 82: Routed To Other

    For example calls picked up by another user while it was ringing at an agent. · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Call types Queue...

  • Page 83: Routed To Voicemail

    · It does not include announcements played by voicemail to the caller. · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Call types...

  • Page 84: Transferred

    Select to enable a warning threshold and to set that threshold. · Alarm Threshold Select to enable an alarm threshold and to set that threshold using the slider control or by entering the number directly. CCR 1.0 User Guide Page 84 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 85: Statistic Summary

    · For the queue it does not include calls that overflowed from the queue. Nor does in include calls that overflowed to the queue. · It does not include calls that go to voicemail. CCR 1.0 User Guide Page 85 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 86 · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Average Answer Time ·...
  • Page 87 · It shows the current number of unread messages in the mailbox of the selected queue. · This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server providing the mailbox.
  • Page 88 · An overflowed call is any call originally targeted at the queue that then overflows using the queue's overflow settings. The overflowing calls are then presented to members of other queues. · IP Office Customer Call Reporter only supports overflow using other IP Office Customer Call Reporter queues as the overflow destinations.
  • Page 89 · It does not include announcements played by voicemail to the caller. · It includes calls overflowed from the queue but not calls that overflowed to the queue. It does not include calls that overflow to a non-IP Office Customer Call Reporter hunt group. Transferred ·...

  • Page 91: Reports

    Chapter 4. Reports CCR 1.0 User Guide Page 91 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 92: 4. Reports

    Voicemail Pro. The reporting is not automatic, only specific labels that have been assigned to call flow actions are reported on. CCR 1.0 User Guide Page 92 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 93 Non-IP Office Customer Call Reporter Agent and Queue Reporting Reports can include values for IP Office Customer Call Reporter calls that involved non-IP Office Customer Call Reporter hunt groups or hunt groups members. These will be reported as Non Hunt Group and Non Agent. Only a single set of values is reported, not separate values for each non-IP Office Customer Call Reporter hunt group or agent.

  • Page 94: Creating Reports

    · drop-down. When * is used, the report may include entries for Non Hunt Group and Non Agent if some IP Office Customer Call Reporter calls have been handled by non-IP Office Customer Call Reporter parties. Other Settings The range and type of settings will vary according to the type of report selected.
  • Page 95 · Printer Select the printer that the report should be sent to if you want it to be printed automatically. Only network printers available to the IP Office Customer Call Reporter server PC appear in this list. · Copies Select the number of copies of the report that should be produced. You can select between 1 and 10, the default number being 1.
  • Page 96 For more information, see Scheduling Reports 10. Reports Scheduled as Automatic still need to be added to the Report Scheduler list in order to run. CCR 1.0 User Guide Page 96 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 97: Running Manual Reports

    If the report does not appear you will have to enable popups for the IP Office Customer Call Reporter server website through your browser's options. Note that many security software suites also block popups unless you allow them.

  • Page 98: Scheduling Reports

    30th day of a month when there are only 30 days in the month. · Unscheduled Stop running the report on an automatic schedule. Click Update to save your changes. CCR 1.0 User Guide Page 98 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 99: Modifying A Report

    A confirmation window opens. Click OK to delete the report or No to keep the report. This will also delete any scheduled reports based on the report. CCR 1.0 User Guide Page 99 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 100: Standard Report Templates

    Non-IP Office Customer Call Reporter Agent and Queue Reporting Reports can include values for IP Office Customer Call Reporter calls that involved non-IP Office Customer Call Reporter hunt groups or hunt groups members. These will be reported as Non Hunt Group and Non Agent. Only a single set of values is reported, not separate values for each non-IP Office Customer Call Reporter hunt group or agent.

  • Page 101: Agent Summary Report

    This report is grouped by queue and for each queue a summary totaling each of the values is provided. An additional summary totaling the whole report is included at the end of the report. CCR 1.0 User Guide Page 101 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 102: Alarm Report

    · Statistic Name The statistic. The summary at the end of the report details the total number of warnings and alarms included in the report period. CCR 1.0 User Guide Page 102 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 103: Call Details Report

    The total call duration. No duration is shown for overflowed lost calls or routed to voicemail calls. A duration is only shown for overflowed answered calls when the report is run using the filter Overflowed Answered. · Status Whether the call was: CCR 1.0 User Guide Page 103 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 104 An additional summary is included at the end of the report for the whole report. CCR 1.0 User Guide Page 104 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 105 · The Queue Time is the time from the initial queuing at the transferee until the transfer is completed. · The Duration is from the transfer initiation to the end of the call leg (ie. it includes the duration of the enquiry call). CCR 1.0 User Guide Page 105 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 106: Call Summary Report

    · Average Speed to Answer Time The sum of the answer time for queue calls answered divided by the number of queue calls answered. CCR 1.0 User Guide Page 106 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 107 Reports: Standard Report Templates · Average Abandon Time For lost queue calls, this is the average time from when the calls were received by the IP Office system till they were lost. This value is 0 when the report target is an agent.

  • Page 108: Trace Report

    For call events, on incoming calls the CLI received with the call, on outgoing calls the number dialed. · Reference The unique call reference number of the call. Shown for events that involve a call, otherwise Null. CCR 1.0 User Guide Page 108 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 109: Voicemail Report

    Reporting names have been assigned to some of the actions in the call flow. For example, the Start Point action has been given the name Attendant (see Adding a Name to an Action below). The names are used in IP Office Customer Call Reporter reports based on the Voicemail Report template. · Name This is the text name assigned to an action or actions in Voicemail Pro customized call flows.
  • Page 110 4. In the Group name field enter the name to associate with the action. This is the name that will be used in reports based on the the Voicemail Report template. None of the other fields are used by IP Office Customer Call Reporter.

  • Page 111: Agent

    Chapter 5. Agent CCR 1.0 User Guide Page 111 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 112: 5. Agent

    IP Office configuration. IP Office Customer Call Reporter supports up to 150 agents. · To make and receive calls, the agent must login to a phone on the IP Office telephone system. Note that T3 Series and T3 IP Series phones are not currently supported.
  • Page 113 Agent: Help Access this documentation in online format. Where possible the appropriate page for the current IP Office Customer Call Reporter screen is displayed. CCR 1.0 User Guide Page 113 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 114: Logging In (Quick Start)

    5.1 Logging In (Quick Start) As an agent there are 2 main parts to using IP Office Customer Call Reporter. Logging in on a phone extension and logging in to IP Office Customer Call Reporter using a web browser. Information Required ·...

  • Page 115: Viewing Statistics

    5.2 Viewing Statistics When you open the IP Office Customer Call Reporter web client in agent mode the window will look similar to the one illustrated. The view tabs, up to 3, are views that your supervisor has created. However, unlike their version of the view, you will only see queue statistics for the queues to which you belong and agent statistics for yourself.

  • Page 116: Statistic Colors

    Agents and supervisors can acknowledge an alarm or warning in their views by clicking on the colored cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list. CCR 1.0 User Guide Page 116 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 117: Graph View

    Note that clicking Stop will halt the graph to allow changing the settings. Clicking Start again will clear the existing data from the graph. CCR 1.0 User Guide Page 117 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 118: Agent Phone Controls

    5.5 Agent Phone Controls IP Office Customer Call Reporter tracks your status through your phone extension. Many of the states it reports are automatically determined by the system but you may be able to control the following key states through your phone.

  • Page 119: Logging In

    Phone Manager, they enter the extension at which they want to login. When they close Phone Manager they are logged off. The IP Office maintainer can setup a method for agents to change their login code themselves if required. CCR 1.0 User Guide...

  • Page 120: Logging Out

    NoUser. Programmable Button · Most Avaya feature phones supported by IP Office have programmable buttons . The IP Office system maintainer can program each of these buttons with features for use by the phone's user.

  • Page 121: After Call Work

    Disabling After Call Work The IP Office system maintainer can disable the use of After Call Work by all agents or an individual agent. When this is done, buttons and dialing short codes for After Call Work will not operate.

  • Page 122: Busy Not Available

    Phone Manager Pro users can select Agent Mode within the applications preferences. This enables a number of additional icons. Note that selection of this mode can be disabled by the IP Office maintainer. Note: In this mode, the F1 and F3 functions are swapped. F1 becomes 'account call' and F3 becomes 'make call'.

  • Page 123: Enable/Disable Membership

    Membership · The hunt group queues of which an agent is a member are configured by the IP Office telephone system maintainer. They cannot be changed by the agent or supervisor. However an agent's membership of a hunt group queue can be disabled.

  • Page 124: Phone Manager Controls

    5.5.6 Phone Manager Controls Phone Manager is an IP Office application that can be used by phone users to display call information, control their phone extension and to change many phone settings. Full details of Phone Manager operation are provided within the application's help. However there are a number of Phone Manager features specifically for call center agents: ·...

  • Page 125: Administrator

    Chapter 6. Administrator CCR 1.0 User Guide Page 125 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 126: 6. Administrator

    Log Off Close the IP Office Customer Call Reporter connection. It is important to close a connection using this control rather than just closing the browser or tab within the browser. Failing to use this button will cause a 5 minute delay before you can log in again on another PC.

  • Page 127: Logging In

    IP Office Customer Call Reporter password and enter your unique email address as part of the login process. 3. If you want the IP Office Customer Call Reporter web client to run in a different language, you can use the Language drop down to select a language from the list.
  • Page 128 · Logged in users who are inactive for more than a set time are automatically logged off. The default time is 30 minutes but this can be adjusted by the administrator. CCR 1.0 User Guide Page 128 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 129: Controlling Supervisor Accounts

    Description Username This is the supervisor username used for logging in to IP Office Customer Call Reporter. If the name matches the administrator name and or an agent name then the user can also login in those roles. Supervisors cannot change their username. See...
  • Page 130 7. Once the account has been created you can create views for the supervisor account. All supervisors can also amend and create their own views. CCR 1.0 User Guide Page 130 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 131 Confirm that you want to delete the account by clicking OK. The supervisor account is deleted. To copy a supervisor Account · See Copying a Supervisor Account CCR 1.0 User Guide Page 131 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 132: Amending Supervisor Views

    Hide. · To adjust the order of the queues, click on the corner icon and drag the queue to the required position. CCR 1.0 User Guide Page 132 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 133 Click on one of the queue names to display the list of agents in that queue. Use the same options as for queue statistics above but select statistics from the Agent Statistics list. CCR 1.0 User Guide Page 133 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 134 Continue to adjust the view as required. When you have created the view as required, click on Next View. Each supervisor has 3 views. When completed, click Back to Supervisor Summary. CCR 1.0 User Guide Page 134 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 135: Copying A Supervisor Account

    Enter the supervisor's unique Email address. This is used for functions such as Forgotten Password Click OK to create the account. You can now amend the supervisor account create views for the account. CCR 1.0 User Guide Page 135 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 136: System Settings

    IP Office Customer Call Reporter server database. Connected · This column shows the state of the connection from the IP Office Customer Call Reporter server to the data analyzer and IP Office. False may indicate a problem that requires attention by your system maintainer. Restart ·...
  • Page 137 Administrator: System Settings Services This section displays information about the separate software services used by IP Office Customer Call Reporter. 1. Select the System Settings tab. 2. Select Show Services. 3. Click on a column name to sort the list using that column. The arrow icon indicates the column that the list is...
  • Page 138 Preferences This section is only available to the administrator. It allows various IP Office Customer Call Reporter settings to be set and changed. Select the System Settings tab. Select Show Preference Details. · Administrator Settings The following parameters are used for general administrator information.

  • Page 139: Diagnostics

    · Session Timeout Minutes This settings controls how long users logged in to an IP Office Customer Call Reporter web client can be inactive. When this timeout is exceeded, the user is required to login again. The time out setting can be off or set for between 1 minute and 600 minutes.

  • Page 141: Call Scenarios

    Chapter 7. Call Scenarios CCR 1.0 User Guide Page 141 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 142: 7. Call Scenarios

    7. Call Scenarios This section provides a number of examples of the statistics collected by the IP Office Customer Call Reporter for different call scenarios. It also explains some of the features of call handling provided by the telephone system and how those are interpreted by the IP Office Customer Call Reporter.

  • Page 143: Queue Calls

    This term is used for calls targeted to a queue, either by the telephone system or by the caller dialing the queue's extension number. Unless otherwise specifically stated, most statistics shown by IP Office Customer Call Reporter are only for queue calls. Calls direct to an agent...

  • Page 144: Queue Call Answered By 2Nd Agent

    No Answer 1 Answered Calls Answered Calls Queues Answered No Answer Lost Calls Calls Queue Q TOTAL Agents Answered No Answer Lost Calls Calls Agent A Agent B Agent C CCR 1.0 User Guide Page 144 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 145: Queue Call Which Is Lost

    Notes: · When a queue call is lost, it is recorded as lost against the queue and against the last agent to which is was presented. CCR 1.0 User Guide Page 145 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 146: Queue Call Picked Up By Another Agent 1

    · The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to Other. · For the agent who picked up the calls it is recorded as Answered External (Non-Queue). CCR 1.0 User Guide Page 146 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 147: Queue Call Pickup By Non Agent

    Answer call as it was not presented for the queue's full no answer time before it was picked up. · The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to Other. CCR 1.0 User Guide Page 147 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 148: Queue Call Timed Out To Voicemail

    Routed to Routed to Calls Calls Other Voicemail Queue Q TOTAL Agents Answered No Answer Lost Routed to Calls Calls Other Agent A Agent B Agent C CCR 1.0 User Guide Page 148 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 149: Transferring Calls

    · For a supervised transfer the transfer process is only completed after the enquiry call is answered. IP Office Customer Call Reporter reports transferred calls in the following way depending on whether the transfer is supervised or unsupervised and on whether the transfer target is a queue, an agent or any other target.
  • Page 150 · The Queue Time is the time from the initial queuing at the transferee until the transfer is completed. · The Duration is from the transfer initiation to the end of the call leg (ie. it includes the duration of the enquiry call). CCR 1.0 User Guide Page 150 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 151: Queue Call Supervised Transfer To Queue

    No Answer Transferred Answered Calls Int Queue Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Int Queue Agent X Agent Y Agent Z CCR 1.0 User Guide Page 151 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 152 Transferred for the queue from which the call was transferred and one with the status Answered for the queue to which the call was transferred. CCR 1.0 User Guide Page 152 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 153: Queue Call Supervised Transfer To Agent

    Calls Int Queue Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Answered Calls Made Int Non-Q Ext Non-Q Agent X Agent Y Agent Z CCR 1.0 User Guide Page 153 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 154: Queue Call Supervised Transfer To Non-Agent

    Transferred 1 Transferred 1 Queues Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Calls Made Agent A Agent B Agent C CCR 1.0 User Guide Page 154 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 155: Queue Call Supervised Transfer To Agent In Same Queue

    No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Answered Calls Made Int Non-Q Ext Non-Q Agent A Agent B Agent C CCR 1.0 User Guide Page 155 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 156: Queue Call Unsupervised Transfer To Queue

    Agent B Agent C Queues Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Calls Made Agent X Agent Y Agent Z CCR 1.0 User Guide Page 156 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 157: Queue Call Unsupervised Transfer To Agent

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Ext Calls Made Non Q Agent X Agent Y Agent Z CCR 1.0 User Guide Page 157 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 158 It shows the initial call being answered, put on hold and then the initial call transferred. CCR 1.0 User Guide Page 158 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 159: Queue Call Unsupervised Transfer To Non-Agent

    Transferred 1 Transferred 1 Queues Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Calls Made Agent A Agent B Agent C CCR 1.0 User Guide Page 159 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 160: Queue Call Unsupervised Transfer To Agent In Same Queue

    Queues Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non-Q Agent A Agent B Agent C CCR 1.0 User Guide Page 160 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 161: Direct Call Supervised Transfer To Queue

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non Q Agent X Agent Y Agent Z CCR 1.0 User Guide Page 161 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 162: Direct Call Supervised Transfer To Agent

    Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Answered Answered Calls Made Ext Non Q Int Non Q Agent X Agent Y Agent Z CCR 1.0 User Guide Page 162 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 163: Direct Call Supervised Transfer To Non-Agent

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non Q Agent A Agent B Agent C CCR 1.0 User Guide Page 163 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 164: Direct Call Unsupervised Transfer To Queue

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non Q Agent X Agent Y Agent Z CCR 1.0 User Guide Page 164 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 165: Direct Call Unsupervised Transfer To Agent

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non Q Agent A Agent B Agent C CCR 1.0 User Guide Page 165 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 166: Direct Call Unsupervised Transfer To Non-Agent

    Answered No Answer Transferred Calls Queue Q Queue Q2 TOTAL Agents Answered Internal Transferred Answered Calls Made Ext Non Q Agent A Agent B Agent C CCR 1.0 User Guide Page 166 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 167: Overflow Calls

    No Answer Time settings. All other settings, including announcements and voicemail, applied to the call are those of the original queue. Similarly, for IP Office Customer Call Reporter, the call statistics belong to the overflowing queue. For users to which the overflowed call is presented, the indication of the call source will be that of the queue from which it has overflowed.
  • Page 168 Overflowed Calls and Statistics For IP Office Customer Call Reporter statistics, calls overflowing from a queue are treated as follows unless specifically stated as otherwise for a particular statistic: · Calls that overflow from a queue to another queue are included in the original queue's Overflowed Calls statistic.

  • Page 169: Unanswered Call Overflows And Is Answered

    – Answered Answered 1 Calls 1 Historical No Answer 3 No Answer No Answer – Answered Answer 1 Calls 1 Overflowed Calls 1 Overflowed Answered 1 CCR 1.0 User Guide Page 169 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 170 Waiting statistic while the call was waiting to be answered. · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. CCR 1.0 User Guide Page 170 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 171: Overflowed And Answered By 1St Agent

    Waiting statistic while the call was waiting to be answered. · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. CCR 1.0 User Guide Page 171 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 172: Overflowed And Answered By 2Nd Agent

    Waiting statistic while the call was waiting to be answered. · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. CCR 1.0 User Guide Page 172 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 173: Overflowed And Lost

    Waiting statistic while the call was waiting to be answered. · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. CCR 1.0 User Guide Page 173 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 174: Overflow And Timed Out To Voicemail

    · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. · The call is included in the Routed to Voicemail statistic of the queue from which it overflowed. CCR 1.0 User Guide Page 174 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 175: Overflowed Call Picked Up

    · The overflowed call is included in the Routed to Other statistic of the queue from which it overflowed. The same would apply even if the call had been picked up by an agent in the original queue or the overflow queue. CCR 1.0 User Guide Page 175 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 176: Non-Queue Calls (Direct Calls)

    · The agent states used for direct calls are Ringing Non Queue and when connected Busy Non Queue · Direct calls are not recorded against any queue to which the agent belongs. CCR 1.0 User Guide Page 176 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 177: Direct External Call To Agent (Unanswered)

    · Direct calls are not recorded against any queue to which the agent belongs. · Since the call was not targeted at a queue, it is not recorded as a lost call for the agent or queue. CCR 1.0 User Guide Page 177 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 178: Internal Call Direct To Agent (Answered)

    · The agent states used for direct calls are Ringing Non Queue and when connected Busy Non Queue · Direct calls are not recorded against any queue to which the agent belongs. CCR 1.0 User Guide Page 178 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 179: Internal Call Direct To Agent (Unanswered)

    · Direct calls are not recorded against any queue to which the agent belongs. · Since the call was not targeted at a queue, it is not recorded as a lost call for the agent or queue. CCR 1.0 User Guide Page 179 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 180: Voicemail

    If using Voicemail Pro, details of what happened to calls that go to voicemail can be reported using reports based on the Voicemail Report template. Note that assisted transfers from the voicemail server to a queue or agent are not supported by IP Office Customer Call Reporter. 7.5.1 Queue Call Timed Out to Voicemail An external call is targeted to a queue.
  • Page 181 Call Scenarios: Voicemail CCR 1.0 User Guide Page 181 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 182: Overflow And Timed Out To Voicemail

    · The overflowed call is included in the answered, lost and no answer statistics of the agents in the queue to which it overflowed. · The call is included in the Routed to Voicemail statistic of the queue from which it overflowed. CCR 1.0 User Guide Page 182 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 183: Other Call Features

    When an agent has a call on hold, their status is indicated as Holding, however they can be presented with other calls. The IP Office has a Busy on Held setting for each user which can be enabled. When enabled, when the user has a call on hold they are not presented with any further hunt group or queue calls.

  • Page 184: Call Coverage

    An agent using any Do Not Disturb or Send All Calls feature is treated as selecting the Busy Not Available state. In that state the agent is not presented queue calls and the state and time in state is reported by the IP Office Customer Call Reporter.

  • Page 185: Follow Me

    · Queue calls cannot be forwarded to another hunt group or queue. · If a queue call is forwarded and then unanswered after the queue's No Answer Time, the IP Office will attempt to retrieve the call and present it to the next available agent.

  • Page 186: Internal Twinning

    Wrap Up For all phone users, the IP Office phone system normally applies a short delay, by default 2 seconds, during which the user is indicated as still being busy to further calls. The main function of wrap up is to allow analog phone users who have just finished a call the opportunity to start dialing a short code or to make a call before another incoming call is presented to them.

  • Page 187: Miscellaneous

    Chapter 8. Miscellaneous CCR 1.0 User Guide Page 187 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 188: Multiple Roles

    8.1 Multiple Roles A user can be configure to undertake more than one IP Office Customer Call Reporter role, selecting their current role (agent, supervisor or administrator) when they log in to the IP Office Customer Call Reporter web client. Full details are included in the IP Office Customer Call Reporter Installation manual.

  • Page 189: Troubleshooting

    Part of a View Goes Gray When a web client is displaying a view of queue and agent statistics and alarms, it is regularly polling the IP Office Customer Call Reporter server for updated data. The statistics in views are updated approximately every 2 seconds.
  • Page 190 CCR 1.0 User Guide Page 190 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 191: Glossary

    Chapter 9. Glossary CCR 1.0 User Guide Page 191 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 192: Administrator

    IP Office configuration. IP Office Customer Call Reporter supports up to 150 agents. · To make and receive calls, the agent must login to a phone on the IP Office telephone system. Note that T3 Series and T3 IP Series phones are not currently supported.

  • Page 193: Agent State (System) [Statistic]

    · It shows the number of agents with queue calls ringing but not yet answered. · It does not include calls overflowed from the queue or calls that overflowed to the queue. CCR 1.0 User Guide Page 193 IP Office 15-601130 Issue 1k (22 May 2009)

  • Page 194: Answered Calls [Statistic]

    9.19 Announcements Announcements While a call to a queue is waiting to be answered, the IP Office telephone phone system can play pre-recorded announcements to the caller. This option is configured by the IP Office telephone system maintainer. The playing of announcements to waiting calls does not affect IP Office Customer Call Reporter statistics.

  • Page 195: Average Wait Time [Statistic]

    It is not supported by IP Office Customer Call Reporter. The equivalent state for IP Office IP Office Customer Call Reporteris to report the agent as Present when their memberships of all the groups to which they belong are all disabled.

  • Page 196: Call Waiting [Statistic]

    Compact Call Center (CCC) is an alternate call center reporting application supported with IP Office telephone systems. CCC and IP Office Customer Call Reporter are not supported on the same IP Office system except for the use of CCC Reporter to access historical CCC reports. However some CCC licenses can be used with IP Office Customer Call Reporter.

  • Page 197: Grade Of Service [Statistic]

    · The number of IP Office Customer Call Reporter agents (up to a maximum of 150). · The number of IP Office Customer Call Reporter supervisors who can be logged in at any time (up to a maximum of 30).

  • Page 198: Logged In

    Membership · The hunt group queues of which an agent is a member are configured by the IP Office telephone system maintainer. They cannot be changed by the agent or supervisor. However an agent's membership of a hunt group queue can be disabled.

  • Page 199: New Messages [Statistic]

    · It shows the current number of unread messages in the mailbox of the selected queue. · This is not an IP Office Customer Call Reporter statistic that can be reset, it is a value reported by the voicemail server providing the mailbox.

  • Page 200: Non-Queue Call

    Off Hook This is a telephony term for when the handset on a traditional phone is lifted from the phone. For IP Office Customer Call Reporter, off hook time is used for any state where the agent's phone is in use but not connected to a call. For example when in the process of making a call.

  • Page 201: Overflowed Calls [Statistic]

    9.72 Queue Queue A queue is a hunt group configured for IP Office Customer Call Reporter operation. Calls to a queue are presented the first available agent in the queue using a pattern set in the queue's configuration.

  • Page 202: Queue Call

    9.78 Reference Reference Each call is assigned a unique call reference number that remains with the call whilst it is on the IP Office telephone system. The Reference number for a call is included in reports based on the Trace Report...

  • Page 203: Ringing [Agent State]

    Office Customer Call Reporter hunt group. 9.86 Short Code Short Code Various IP Office functions can be programmed against sequence of numbers that can be dialed from user phones. This includes functions used by IP Office Customer Call Reporter agents. 9.87 Sequential Group...

  • Page 204: Small Community Network (Scn)

    IP Office Customer Call Reporter. IP Office Customer Call Reporter 1.0 does not support SCN operation, ie. agents and hunt groups on more than one IP Office system. In addition advanced small community networking features such as remote hot desking and/or distributed hunt groups are not supported.

  • Page 205: View

    View The term view is used for the first 3 tabs displayed to supervisors and agents when they login to IP Office Customer Call Reporter. Each view consists of a table of queues and queue statistics. Clicking on any of the queue names will display an additional table of agent statistics for the agents in that queue.

  • Page 207: Index

    Forgotten Passwords 16 Viewing Rich Text Format Reports 97 Ringing Statistic 51 Graph 31, 117 Real Time Groups List 129 Schedule Reports 98 Scheduling Reports 94 CCR 1.0 User Guide Page 207 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 208 User Names 20 View Create 24, 132 Queue Table 24, 132 Rename Tab 24, 132 Viewing Reports 94 Views Managing Rename Voicemail Reports 109 Warnings Threshold 24, 132 CCR 1.0 User Guide Page 208 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 209 CCR 1.0 User Guide Page 209 IP Office 15-601130 Issue 1k (22 May 2009)
  • Page 210 Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others.

This manual is also suitable for:

Ip office customer call reporter 1.0

Table of Contents