Nortel Call Center Set Up And Operation Manual page 4

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Table of Contents
Allow IIS 6 to see the Path to the RCC Folder.......................................................................... 33
Administration........................................................................................................... 34
Logging In.................................................................................................................................... 34
Changing Default Password ......................................................................................................... 36
Administration Menu .................................................................................................................... 37
Call Center Connection ........................................................................................................... 37
System Administration............................................................................................................. 41
System Admin Settings ..................................................................................................... 42
User Admin ....................................................................................................................... 43
Administration and User Permissions ................................................................................ 45
Skillset Assignment ........................................................................................................... 49
Reporting ................................................................................................................................ 52
Maintenance ........................................................................................................................... 52
System Status................................................................................................................... 53
Logging............................................................................................................................. 53
Company Details..................................................................................................................... 56
Reporting ................................................................................................................................ 56
Using Reporting for Call Center .............................................................................. 58
Logging In.................................................................................................................................... 58
Time Bins Setup........................................................................................................................... 61
Answer Time Bins ................................................................................................................... 61
Abandon Time Bins ................................................................................................................. 61
Print Schedules............................................................................................................................ 66
Daily Schedules ...................................................................................................................... 67
Skillset List Selection Methods ................................................................................................ 72
Adding Selections to the Favorites List .................................................................................... 73
Weekly Schedules................................................................................................................... 78
Monthly Schedules .................................................................................................................. 86
Real Time .................................................................................................................................... 95
Using the Real Time Options................................................................................................... 95
Real Time Summary.......................................................................................................... 95
Real Time Summary - Agent Summary.............................................................................. 97
Real Time Summary - Call Summary................................................................................ 98
Hiding the Real Time Panels ........................................................................................... 100
Real Time Detail ............................................................................................................. 101
Call Detail ....................................................................................................................... 101
Agent Detail .................................................................................................................... 103
Agent Alarms ............................................................................................................................. 107
Wallboard Setup ........................................................................................................................ 110
Introduction ........................................................................................................................... 110
Message Formats ................................................................................................................. 110
Parameter Messages ...................................................................................................... 110
Scrolling Messages ......................................................................................................... 111
Summary Messages ....................................................................................................... 112
Using the Wallboard Options ................................................................................................. 113
Wallboard Assignment Page ........................................................................................... 113
Add Wallboard Page ....................................................................................................... 115
Wallboard Parameters..................................................................................................... 116
Wallboard Messages Page.............................................................................................. 120
Alarms ............................................................................................................................ 123
Schedules ....................................................................................................................... 130
Reporting for Call Center Setup and Operations Guide Issue 02 (15)