Avaya NULL CCM3.1 User Manual
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Avaya NULL CCM3.1 User Manual

Avaya NULL CCM3.1 User Manual

Alarm reporter
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CCM3.1
Alarm Reporter
38DHB0002UKEL Issue 3 (18/07/2002)

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Summary of Contents for Avaya NULL CCM3.1

  • Page 1 CCM3.1 Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

  • Page 2: Table Of Contents

    Contents Introduction ... 3 General... 3 INDeX Call Center View Alarm Reporter ... 4 INDeX Taskbar ... 4 INDeX CCV Alarm Reporter... 5 General... 5 Starting the CCV Alarm Reporter... 5 Administering Alarm Reporter... 6 Configuration Pane... 6 Days Tab ... 6 Device Types Tab...

  • Page 3: Introduction

    Introduction General Contact Center Modules (CCM) provide the user with the necessary tools to facilitate the management of call traffic. They are designed to provide a tightly integrated real time and historic reporting package and wallboard support for the INDeX eBusiness digital communications platform. The product consists of a set of fully integrated modules sharing a common database utilising Interactive Directory and Database (IDD) technology.

  • Page 4: Index Call Center View Alarm Reporter

    INDeX Call Center View Alarm Reporter The INDeX Call Center View Alarm Reporter has been designed to enhance the exception management used by the INDeX Call Center View. The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.

  • Page 5: Index Ccv Alarm Reporter

    INDeX CCV Alarm Reporter General Before starting the CCV Alarm Reporter, you must ensure you have logged on to the INDeX Taskbar with your User Name and Password. Note: You can only use this application with the access level of Administrator. Starting the CCV Alarm Reporter CCV Alarm Reporter can be launched by: The screen is divided into three sections:...

  • Page 6: Administering Alarm Reporter

    Administering Alarm Reporter Configuration Pane The alarms are reported on a weekly basis for each individual profile. There is a separate file for each day of the week. An existing file for the current day will be overwritten by the INDeX CCV, therefore only allowing a 7-day look-back in detail.

  • Page 7: Dn List Pane

    Dn List Pane All the directory numbers for the selected configuration are displayed within the Dn List pane, as well as the Device Type, i.e. Agents, Trunks groups etc. There are four icons to symbolise each device type, as shown below. The directory numbers can be viewed in four modes as shown below.

  • Page 8: Breakdown Report

    Report Pane When a directory number is selected, a report of historic alarm information is displayed in the Report Pane. There is a short delay before the report is displayed, to enable you to select a different directory number. The report information depends upon the Report Type that you have selected, i.e.

  • Page 9: Sort Reports

    Sort Reports Either of the reports can be sorted in ascending or descending order. You can only sort the report that is showing in the Report pane. To sort the report on screen: 1. Click the required column title to be sorted. It will be sorted into either 2.

  • Page 10: Appendix

    Appendix Toolbar Commands The Toolbar command buttons are also available from the menu bar: CCM3.1 Alarm Reporter Show Selection Pane These buttons enable you to toggle between whether to display or not to display the Selection Pane.. Profile Enables you to select a different profile name. Print Report Enables you to print a report.

  • Page 11: Menu Options

    Menu Options File Menu The File menu incorporates the following options: Report Preview: Enables you to preview the report prior to printing. This Print Report: Enables you to print a report. Selection Pane: Enables you to toggle between whether to display or not Profile: Enables you to select a different INDeX CCV Profile Name.
  • Page 12 Appendix Menu Options This page has been deliberately left blank CCM3.1 Page 12 Alarm Reporter 38DHB0002UKEL Issue 3 (18/07/2002)

  • Page 13: Index

    Index Index Alarm Levels ... 6 Alarm States ... 6 Breakdown Report ... 4, 8 Configuration Pane... 6 Device Types... 6 Dn List Pane... 7 INDeX CCV Alarm Reporter... 4, 5 INDeX Delta Server... 5 INDeX Taskbar ... 4 Language ... 11 Menu Options...
  • Page 14 Lucent Technologies has been transferred or licensed to Avaya. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com".

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