Beruflich Dokumente
Kultur Dokumente
Getting Started 7
Launching the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Using the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Installing Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Install Single Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Install Disksets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Install Multiple Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Accessing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
CallViewer 13
Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CallViewer Banner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Banner Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Banner Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Creating a Hotkey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Displaying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Personal Call Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Starting Personal Call Logger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Viewing the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Filtering the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Comparing Call Summary to RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Starting Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Starting Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Working with Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
©Inter-Tel, Inc. 2003 printed in USA
CONTENTS PAGE
Working with Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Configuring Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
RealViewer 61
Starting RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
RealViewer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Automatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
RealViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Adding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
................................................................ 72
Moving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Setting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Working with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Adding a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Applying a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Using StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Program StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Control Calls with the StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Customizing RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Reporter 101
Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Configuring Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Reporter Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Report List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Report Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
CONTENTS PAGE
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Creating a New Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Date/Time Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Editing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Duplicating a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Copying a Report’s Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Working with an Open Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Displaying the Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Displaying Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Displaying Information on Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Accessing the Filter Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Creating a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Applying Other Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Accessing the Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Creating a New Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Editing a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Deleting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Copying a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Assigning Tariffs to Trunk Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Setting the Default Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Export, E-Mail, Publish, and Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Using the Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Opening an Export with Installed Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Using the E-Mail Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Using the Publish Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Using the Import Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Customizing Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Account Codes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Service Levels Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Durations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Call Costing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Erlang B/C Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Licensing Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Auto Reporter Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Auto Reporter Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
CONTENTS PAGE
Reporter Real-Time 167
Starting Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Configuring Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Reporter RT Reporter Tile Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Reporter RT Reporter Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Reporter RT Pro Tile Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Reporter RT Pro Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Reporter Real-Time Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Node Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Deskboard Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Multi Stat Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Graph (Multi Stat) Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Graph Over Time Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Graph by Device Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
StationViewer Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Extension List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Agent List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Extension Detail Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Agent Detail Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Working with Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Adding Tiles with the New Tile Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Adding Tiles Using Property Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Moving, Sizing, Zooming, and Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Call Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Steal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Send Call To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Log Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Enter Free State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Enter DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Enter Wrapup (Call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Enter Free (E-mail) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Enter Wrapup (E-mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
CONTENTS PAGE
Working with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Customizing Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
OVERVIEW
ABOUT CALL CENTER SUITE
The Call Center Suite is a third-party CTI (Computer Telephony Integration) solution
provider. It links the Inter-Tel System and the computer, providing a seamless and
automated technological partnership.
The Call Center is ideal for businesses, such as an order entry center, help desk (cus-
tomer support), telemarketing firm, etc., that experience high call volumes and use a
computerized database and/or an automatic call distribution system. With the Call
Center, you can boost efficiency, expand your business, and increase profits with the
following capabilities:
• Calls instantly activate your database.
• Relevant information from your database is automatically displayed on your
computer screen when you make or receive a call.
• The speed and accuracy of outbound calling is increased because your PC does
the dialing.
• Powerful reports are easy to build.
• Customer information is transferred with the call, if internally transferred.
• Calls are handled more quickly and efficiently.
• Abandoned calls can be recovered and returned.
• Calls can be routed based on current statistics.
• Server: Links the Inter-Tel telephone system to your computer network to pro-
vide basic call logging.
• CallViewer: Allows you to screen pop information from the company database,
based on the current call. and handle calls for your extensions. In addition, V3.11
and later support personal call routing, call logger, and real-time statistic compo-
nents.
• RealViewer: Allows you to see statistics, at your own computer, based on the
activity of the user or their group.
• Reporter (Basic, Reporter, and Pro): Allows you to analyze the historic call log
in a variety of ways to make better business decisions.
• Reporter Real-Time (Reporter and Pro): Allows you to analyze the call log in
real-time in a variety of ways to make better business decisions.
• Intelligent Router: Allows you to program routing schemes (and numerous
other actions) based on call information and other statistics.
• Auto Reporter: Provides web publishing capabilities for Reporter and Reporter
Real-Time.
OVERVIEW
and details of real-time and historic call reporting. Some of the improvements that
Call Segmentation provides include:
• Detailed Trunk Call Transfer History: When a call is transferred several times
throughout its duration, the Call Segmentation feature tracks all of the extensions/
agents that have received or transferred the call. With the latest version of
Reporter, you can obtain an entire history of a trunk line call throughout the tele-
phone system and see all the different devices that handled the corresponding
call.
• Accurate Call Duration Measurement Against Devices: Call statistics, such as
Talk Time, Avg Talk Time, and Calls In, can be accurately calculated for each
extension or agent even when a trunk call is transferred several times between
different extensions.
• Detailed Hunt Group Call Measurement: Call Segmentation gives you more
detailed reporting against hunt group devices. For example, a trunk line call can
be answered by an agent within one hunt group and then transferred by that agent
to a different hunt group. The caller could then abandon the call while waiting in
the second hunt group queue. This trunk call is not only considered “answered”
in the first hunt group and “abandoned” in the second, but it will have separate
waiting times associated with the different hunt groups. Call Segmentation tracks
these hunt group statistics separately to enable this type of measurement.
• Highly Configurable: The Call Segmentation feature is highly configurable,
enabling you to choose how Call Center will calculate trunk line call statistics for
different devices on the telephone system.
NOTE: The Call Segmentation feature must be enabled for Intelligent Router to work
properly.
For detailed information on Call Segmentation, see the Call Center Installation Man-
ual.
Call Modeling
Call Segmentation is provided by modeling calls based on trunk lines or devices.
Each of these options not only have an affect on what information the different mod-
ules display, but they affect the performance of the Server and other applications.
When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server
uses less hard drive space. Call reports, however, will be less detailed and include
only one segment per call. When modeling by device (i.e., Call Segmentation is
enabled), the Server uses more hard drive space, but call reports are more detailed as
each call is segmented based on the device where the call rings.
Intelligent Router. This allows you to filter call information based on different param-
eters, such as how long the call was active, what ACD hunt group the call rang, what
DID number the call used to access the switch, etc. You can also filter calls by device
or trunk line, which affects how calls are counted for different statistics.
You would filter calls by trunk line when you want trunk-based reporting and calls are
handled by a single device. Although this option results in faster call record process-
ing, statistics will be invalid for any calls handled by multiple devices (e.g., calls that
are transferred, diverted, etc.).
Filtering calls by device, on the other hand, results in a slower processing of call
records. Reports, however, are device-based and include accurate statistics for calls
handled by multiple devices. This option is ideal for cradle-to-grave reporting (i.e.,
tracking a call from the moment it rings in to the switch to the moment it is discon-
nected).
This works well in an environment where: counted as viewed from the device’s perspective.
• Calls are routed directly to a Hunt Group This results in inaccurate statistics for transferred
(or agent). calls.
• There are no Call Routing Announcements
(CRAs) or, at most, one CRA.
• Calls are not transferred.
• There is one trunk call per agent.
This combination is NOT recommended. This is the default combination.*
Calls are segmented by the Server and are counted Calls are segmented by the Server and are counted
Model By Device
as viewed from the trunk’s perspective. Although as viewed from the device’s perspective. This works
this combination will return accurate statistics, the well in an environment where:
calculations will be based on trunk activity; not indi- • Calls are routed through multiple hunt
vidual device activity. This could be confusing. groups.
• There are multiple CRAs (and IVR).
• Calls are transferred.
• Many devices handle one trunk call.
* By default, the All Calls filter in Reporter Real-Time and RealViewer filters calls by trunk.
As described in the table, it is best to filter calls in the same way that calls are mod-
eled. This not only ensures the statistics are calculated correctly, but it also prevents
any confusion when running reports or viewing RealViewer tiles.
OVERVIEW
or the on-line help. If you need additional support, please contact the designated on-
site System Manager. If this does not resolve the problem, contact Technical Support.
NOTE: Technical support personnel may need to view the installation, setup, etc. of
the Server. This is achieved faster and easier through a program like pcAnywhere,
which allows remote control of the computer. A pcAnywhere CD-ROM is included with
Call Center Suite, and it is recommended that you install it on the computer running
Server.
Customers performing their own Custom Macro development may obtain Technical
Support by purchasing blocks of support time through Inter-Tel Custom Solutions
(ICS).
Contact ICS Sales for additional information or to place a support block order:
Email: icssales@inter-tel.com
Phone: 800-644-7605, ext. 60588
Using Help
Help is a complete on-line reference tool you can use at any time. Help is especially
useful if you require information quickly or if the manual is not available. When the
application is active on your desktop, you can press F1 to access the help for that par-
ticular window. Or, you can click the Help button in various windows or the Help but-
ton ( ) on the toolbar.
The rest of this manual includes information on installing, programming, and using all
of the Call Center modules.
This guide contains basic instructions for using the Call Center modules. For more
detailed information and expanded procedures, refer to the Call Center Installation
Manual.
This user guide contains information of the following modules:
• CallViewer
• RealViewer
• Reporter w/Auto Reporter
• Reporter Real-Time
• Intelligent Router
The tabs on the edge of each page will help you find the modules more quickly.
STARTED
GETTING
To install the software on the PC:
1. Ensure that Windows is running. (For best results, close all other Windows appli-
cations.)
2. Insert the Call Center Installation CD-ROM into the drive.
The CD-ROM Launcher should begin. If it does not:
a. From the Windows Start menu, select Run. The following dialog box dis-
plays.
8 Getting Started
Install Single Product
To install a single product (module):
1. Click Call Center Suite. The screen lists
the available modules.
2. Select the product you want to install. The
installation program for that product will
STARTED
GETTING
start. When the installation is finished, you
are returned to this page of the CD-ROM
Launcher.
NOTE: Although all installation programs will ask you to enter your license key,
they will automatically default to the license you previously entered.
10 Getting Started
Install Multiple Products
If you need to install several modules on one computer, this option will not require
you to restart your computer several times.
To install multiple products:
1. Click Install Multiple Products.
The installation program will
STARTED
GETTING
launch.
2. Select the products you want to
install (a checkmark appears), as
shown on the right.
3. Click Next. Each of the selected
products are installed one after
the other (as if you had selected
the corresponding single product
installation).
When the last product is installed, you are prompted to restart the computer, if neces-
sary.
NOTE: It is recommended that you have Adobe Acrobat version 4.05 or later on your
PC. If you have a version that is prior to v4.05, the document may not display correctly.
12 Getting Started
CallViewer
CallViewer is a software product that provides telephony call control and desktop
automation (screen-popping) on a Windows-based computer. This application allows
you to view screen pop information from your company database, based on the cur-
rent call, and control calls from your PC.
CallViewer consists of the following four components:
• CallViewer Banner: Allows you to screen pop applications and control calls
using your desktop (see page 14).
• Personal Call Logger: Displays a list of calls made from and received at your
extension. This list includes information such as the duration of the call, whether
it was internal (IC) or external (CO), whether the call was answered, etc. (see
CALLVIEWER
page 38).
• Call Summary: Displays various statistics on your desktop (see page 41).
• Personal Navigator: Allows you to create call routing rules for calls made from
or received at your extension (see page 47).
The following sections detail how to use each of these components.
STARTING CALLVIEWER
To start CallViewer:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select CallViewer and then the CallViewer menu item. After a short wait, Call-
Viewer banner will start. In addition, any other CallViewer components (i.e., Per-
sonal Navigator, Personal Call Logger, or Call Summary) are automatically
started when you launch CallViewer.
NOTE: If the Network Settings have not been configured yet or have not been config-
ured correctly when CallViewer starts, the application will invoke a self-configuration
mode to attempt to automatically find the Server on your LAN. See the Installation Man-
ual for more information.
Banner Window
When you start CallViewer, the main banner window displays, as shown below.
Toolbar Titlebar Windows Control Buttons
CALLVIEWER
Call List
Statusline Dial List Call Control
Buttonbar
Buttons
Extension
Status
NOTE: Your CallViewer banner window may have less functionality if you have not
purchased a version of Server that is licensed for call control.
Titlebar
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if CallViewer is Off-Line. Off-Line indicates that Call-
Viewer has not yet connected to the Server, and it is not ready to display calls from/to
your extension device. CallViewer may be Off-Line if your network supervisor has
closed down the network or if the Server has been shutdown or is not physically con-
nected to the network.
14 CallViewer
Toolbar
The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure CallViewer banner or perform special
tasks. The tasks associated with each toolbar button are specified in the table below.
BUTTON DESCRIPTION
CALLVIEWER
Displays the Help Menu.
Dials a telephone number or digits over an existing call using the num-
ber highlighted in the last activated Windows application (performs “Go
Dial”). The button is disabled if it does not make sense to perform this
action. If CallViewer is not connected to the Server, the button displays
a red X ( ).
Activates Call Summary (see page 41 for details). If the Call Summary
option was not selected during installation, this button is not displayed.
Activates Personal Call Logger (see page 38 for details). If the Per-
sonal Call Logger option was not selected during installation, this but-
ton is not displayed.
You can change the method that CallViewer uses to “grab” telephone
numbers from another Windows application by changing the Go Dial
Method setting in the Dialing Settings window (see the Installation Manual).
NOTE: The button may not be visible if you have not purchased a version of Call-
Viewer that is licensed for call control functionality.
Call List
This area displays information about inbound and outbound calls (see page 26 for
details). The presentation of this information can be altered by choosing the
Advanced command from the Settings menu. The call list automatically “grows”
when more than one call is active.
Extension Status
CALLVIEWER
To the right of the Call List, there is a picture that indicates the status of your exten-
sion, as described in the table below.
BUTTON INDICATION
16 CallViewer
Window Control Buttons
These buttons affect the CallViewer banner window, as described in the table below.
BUTTON DESCRIPTION
Exits CallViewer. (If installed, the Call Summary window does not close
when you exit the banner window. Personal Navigator and Personal Call
CALLVIEWER
Logger, however, automatically close when you exit the banner window.)
Statusline
The statusline is located at the bottom of the window. It indicates the status of your
telephone extension when there is call activity and tells you what CallViewer is doing
when operations are being performed. In addition, when the mouse pointer is moved
over the toolbar buttons, macro buttons, and other CallViewer controls, the statusline
displays their function.
NOTE: These might not be visible or may be disabled (grayed-out) if you have not pur-
chased a call control license for Server.
These buttons allow you to control calls at your extension (e.g., answer calls, dial a
specific telephone number, place calls on hold, etc.), as described in the table below.
BUTTON DESCRIPTION
Drops the specified call that is shown in the call list (see page 29).
CALLVIEWER
Answers the specified call that is alerting your extension (see page 29).
Places the specified call on hold and dials the specified extension/group
to make a consultation call for a call transfer (see page 30).
Transfers the specified call on hold to the party at the distant end of the
current call. Basically, this button is used to complete a call transfer. It is
provided so that you can choose the call to transfer to the party at the
other end of a consultation call if there is more than one call on hold at
an extension (see page 30).
18 CallViewer
Dial List
NOTE: The Dial combo box may not be visible if you have not purchased a version of
Server that is licensed for call control.
This combo box shows the last 20 inbound or outbound calls made or received by
your extension. You can select an item in the list and click the (Re)dial button to call
the specified party.
The picture in the first column of the list depicts the direction of the individual, as
shown below.
CALLVIEWER
BUTTON DESCRIPTION
An inbound call.
An outbound call.
Tooltips
Toolbar Menus
Menu commands are accessed by selecting the toolbar buttons that activate banner
menus (see page 15). Or, you can access menu commands from the shortcut menu.
The three available menus are as follows:
• Action Menu ( ): Displays call control commands, such as Answer, Release,
etc.
• Settings Menu ( ): Allows you to access configuration options, such as how to
display the CallViewer banner window, whether or not to display the Quick Con-
nect window, what options Quick Connect will display, etc.
• Help Menu ( ): Launches the on-line help system for CallViewer.
For details about these menu options, see the Installation Manual.
20 CallViewer
Banner Settings
CallViewer banner is a configurable application, allowing you to customize the way
you interact with the software and the way CallViewer interacts with other applica-
tions. You can also configure various other features such at the Hotkeys and the Quick
Connect window.
The following section describe how to configure a few of the settings in CallViewer.
For complete information about other settings, see the Installation Manual.
Always On Top
This setting makes the CallViewer banner window always appear over the top of other
open applications, even when CallViewer banner is not the active application window.
To enable this setting, select Always On Top from the Settings ( ) or shortcut menu,
CALLVIEWER
or enable this option in the Window Settings screen.
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Installation Manual or the on-line Help File (press F1 key).
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Installation Manual or the on-line Help File (press F1 key).
NOTICE
Refer to the CallViewer chapter in the Call Center Installation Manual or the
on-line Help File (press F1) for detailed information on other settings such as
Window, Advanced, and Network Settings.
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Installation Manual or the on-line Help File (press the F1 key).
Dialing Settings
CALLVIEWER
Because not all area codes require the long distance dialing code (e.g., 1), you should
configure CallViewer to automatically identify which outgoing calls are toll calls.
With dial rules, you can ensure the application inserts the long distance dialing code
for calls made to specific area codes and/or prefixes.
22 CallViewer
5. Complete the following fields:
• Local area code: Enter your local
area code (e.g., 480).
• Local toll calls: Enter any prefixes
within your local area code that may
require the long distance code. You
can enter partial prefixes to indicate
a range (e.g., 8* would indicate 800-
899).
• Long distance code: Enter the code
required to dial outside your area
code (e.g., 1 for the US).
CALLVIEWER
• Don’t dial long distance code:
Enter a comma-separated list of area
codes that do not require the long
distance code (e.g., 623,602).
• International dial code: Enter your international dial code (e.g., 011 for the
US).
• Replace the ‘+’ character with the international dialing code: Select this
option to automatically replace a plus (+) sign with the international code.
6. Test the dialing rules, if desired.
To test the dial rules:
a. Enter a telephone number to dial in the text box provided.
b. Click Test. The number is dialed, and the Actual number dialed box displays
the result. The following table provides a list of the possible outcome values.
Display Text Description
[Internal] The telephone number specified is less than the default number of digits that
CallViewer considers as being a valid outgoing number. CallViewer, there-
fore, treats the number as being an internal number (i.e., a device within the
telephone system).
[Local] The telephone number is to an external number within the local area.
[Local Toll] The telephone number is an external number within the local area code but
that contains a prefix that requires the long distance code.
[Long Distance] The number represents an external location outside the local area, and the
number of digits specified is equal to or greater than the default number of
digits that CallViewer considers as being a long distance number. The num-
ber is also not in an adjacent area where calls are considered local.
[International] The telephone number is to an external number within another country.
7. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Dialing Settings screen.
To save any changes, click OK. To cancel unwanted changes, click Cancel.
Call Center Suite User Guide 23
Quick Connect
The Quick Connect is a small, single-button window that you can move anywhere on
your desktop.
Titlebar
Grab Telephone
Number Button
To move the Quick Connect window, click on the Quick Connect window’s small title-
bar and drag it to a new position on your screen. The Quick Connect is always shown
over all other normal application Windows.
NOTE: The Grab Telephone Number ( ) button may be disabled (grayed-out) if you
CALLVIEWER
have not purchased a version of Server that is licensed for call control functionality.
ALSO: If you do not see the Quick Connect Window, right-click on the CallViewer ban-
ner window and select Show Quick Connect Window.
You can configure what buttons and columns will be displayed on the pop
up call list by using the Quick Connect Settings window (see the following
page).
24 CallViewer
The button displayed in the Quick Connect window may change, depending on
whether or not CallViewer is connected to Server and if it makes sense to dial a tele-
phone number or digits over an existing call, as described in the table below.
BUTTON DESCRIPTION
The button is disabled because it does not make sense to dial a tele-
phone number or digits over an existing call. Or, you have not pur-
chased a version of Server that is licensed for call control functionality.
CALLVIEWER
1. Right-click on the Quick Connect window. A shortcut menu displays.
2. Select Quick Connect Settings. The Quick Connect Settings screen is displayed,
as shown below.
ALSO: You do not have to use the Quick Connect as your interface to Call-
Viewer. You can use the main CallViewer banner window instead to make and
receive calls. When CallViewer is installed, you are asked what interface you
would prefer to use. If Quick Connect is chosen, the CallViewer banner window is
still displayed but is permanently minimized. You can change the way CallViewer
is used later by modifying the settings in the Window Settings and/or the Quick
Connect Settings window.
CALLVIEWER
Call List
The portion of the CallViewer banner window where the dialed or received numbers
appear is the Call List area. If you are using the Quick Connect window, the Call List
will pop up when a call is active (i.e., ringing or connected). If the Server recognizes
an incoming or outgoing call number, this area will display details pertaining to that
caller. It also states the status of a call, using the icons listed in the following table.
BUTTON DESCRIPTION
Various Call Control buttons are also displayed to the right of each call in the Call
List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see
page 18 for details).
NOTE: The call control buttons might not be visible or may be disabled (grayed-out) if
you have not purchased a version of Server that is licensed for call control.
26 CallViewer
Examining Call Details
To obtain a summary of information on the current call you are handling, select Call
Details from the Action ( ) or shortcut menu. Or, you can double-click on a call in
the Call List. The Call Details screen displays, as shown below.
CALLVIEWER
NOTE: If a Call Note was added to the call (see page 33), the note is displayed in the
Last Account Code field.
Making a Call
You can make a call using CallViewer banner in a number of ways, which is
described below.
Method A
1. From the Action menu ( ) or the
shortcut menu, click Dial. The Dial
window displays, as shown on the
right.
2. Enter the extension, group, or external
telephone number in the text box, or use the drop-down menu to select a number.
3. Click OK to dial the number or Cancel to close the dialog box without dialing.
Method B
1. Use the Dial List drop-down box to select an existing item, or enter a new num-
ber in the Dial combo box in the main CallViewer banner window.
2. Press ENTER or click (Re)Dial.
Method C
Use the Quick Connect method, as described on page 24.
NOTE: When you make a call by dialing an external telephone number, you do not
need to specify the outbound dial prefix. This is stored in the Server and is sent to Call-
Viewer when it connects on startup. The outbound dial prefix and the long distance dial
prefix codes are automatically added to the beginning of the dial string using the rules
contained within the Dial Settings section of the banner Dialing Settings window (see
the Installation Manual).
28 CallViewer
Dropping a Call
To drop all calls at your extension, select Release from the Action ( ) or shortcut
menu. Or, click Release on the main CallViewer banner window. The Release action
clears all non-held calls at your extension. It also makes the extension idle if it is off-
hook. Or, click the button by the call you want to drop.
Answering a Call
To answer a call alerting your extension, you have the following options:
• Select Answer from the Action ( ) or shortcut menu
• Click the button by the alerting call in the Call List.
• Click the Answer button (to the right of the buttonbar) in the main CallViewer
banner window. If you choose to answer a call in this way, CallViewer will logi-
CALLVIEWER
cally choose the call to answer (i.e., CallViewer will search the Call List and
choose the first call it finds that is not in the answered state).
30 CallViewer
Transferring a Call Using Direct Transfer
A Direct Transfer differs from an inquiry transfer because it does not place the trans-
ferring call on hold while ringing the destination number. Instead, it immediately
completes the transfer (i.e., the person at the distant end will hear the call ringing at
the destination number).
To directly transfer any answered or unheld external outbound call:
1. Select Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click the
button by a call in the
call list. The Direct Trans-
fer dialog box displays.
CALLVIEWER
2. Enter the extension or number of the destination where you want to directly
transfer the call. Or, use the drop-down box to select an existing number.
3. Click OK to transfer the call to the specified number, or click Cancel to return to
the active call without transferring it.
NOTE: This feature will also redirect an external call that is ringing at your exten-
sion if it is not in the answered state.
NOTE: This feature only works with external calls. You cannot redirect internal calls.
NOTE: This feature will directly transfer a call at your extension if it is in the
answered state and not held.
CALLVIEWER
Conferencing Calls
The Conference allows you to establish a multi-party conference call. When there are
any answered calls or an external outbound call at your extension, the Conference
button (right of the buttonbar on the CallViewer banner window) and the Conference
option in the Action or shortcut menu become enabled.
To establish a conference call while on a call:
1. Select Conference from the
Action ( ) or shortcut
menu, or click the Confer-
ence button in the buttonbar.
The current call is placed on
hold, and the Add Party dia-
log box displays.
2. Enter the extension number you want to add to the conference, or use the drop-
down box to select a number from the list.
3. Click OK to dial the number, or click Cancel to close this box and return to the
active call.
4. Click the Conference button again. This connects the currently active calls.
Repeat these steps as necessary to add additional parties (up to four).
NOTE: The maximum number of parties that may be joined in a conference is four.
Because this maximum includes you, the maximum number of calls you may confer-
ence together with yourself is one less than the number actually specified.
32 CallViewer
Attaching Comments to a Call
If you installed Call Notes, a Set Call Note button is displayed in the banner toolbar.
With this macro, you can attach a note to a call. If the call is then transferred, the note
is displayed when the call rings the transfer extension.
NOTE: You cannot use the Set Call Note button on internal calls. If you click Set Call
Note while connected to an internal call, an error message is displayed.
CALLVIEWER
2. Enter the message, up to 50 characters, in the text box.
3. Click OK when finished or click Cancel to exit without adding a note.
Any notes that are attached to a call are displayed in the Last Account Code field in
Reporter’s Call List report. To view the notes, display the call details (see page 125).
Creating a Hotkey
Hotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,
perform a specified action or run a CallViewer banner button macro. The key
sequence will work globally across the Windows environment, even when the Call-
Viewer banner window is not the active application.
You can assign Hotkeys to some CallViewer
banner menu commands. Where there is an
existing CallViewer Hotkey assignment to a
menu command, the corresponding menu item
will show the actual key sequence to the right of
the item. If there is no Hotkey assigned to the Hotkey
menu, the text may show [None].
2. Use the drop-down box in the View Hotkey Assignments For field to select the
type of action associated with the Hotkey you want to assign. Your choices are
Operations (i.e., commands), Button Macros (see page 36), or All. The informa-
tion in the list box will reflect your selection.
34 CallViewer
3. Double-click on an item in the list box, or select an item and click on Assign.
The Assign Hotkey dialog displays, as shown below.
CALLVIEWER
NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press New
Key Sequence text box, by default. If a Hotkey, however, is disabled, you must
select the Assign Hotkey To option to continue assigning a Hotkey sequence.
This enables the other fields in the dialog box.
4. Press the key sequence that you want to assign to the button macro or operation,
or manually enter the information using the drop-down list and check boxes.
5. Click OK to assign the Hotkey or Cancel to exit this screen without saving
changes.
NOTE: There are some key combinations that cannot be assigned as a Hotkey,
because Windows uses the combination for a special purpose or operation.
Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc.
2. Select Button Macro from the View drop-down box at the top of the Macro Man-
ager window. The available button macros will display in the list box.
36 CallViewer
3. Double-click on the desired macro, or use the Up/Down keys to select a button
and click Return. The Macro Editing window displays, as shown below.
CALLVIEWER
4. Enable the Visible option, if it is not already checked.
5. Click Save to save your changes.
6. Click Close to exit this screen. You are returned to the Macro Manager screen.
7. Click Close to exit the Macro Manager. The button should appear in the button-
bar section of the window.
NOTE: For further information on how to create or edit button macros, refer to the
Macro Reference Guide section in the CallViewer chapter of the Call Center
Installation Manual or the On-line Help File (press the F1 key).
If Personal Call Logger is installed, when you start CallViewer, the application is
automatically activated. If, however, the Personal Call Logger window is not dis-
played, you can either click the Personal Call Logger ( ) icon on the banner toolbar
or select Personal Call Logger from the Activate submenu of the CallViewer banner
Action menu ( ).
Filtering Options
Call List
Statusline
38 CallViewer
• Statusline: Displays the status of the server, the extension programmed for call
control, and the total number of calls displayed. If the Server line indicates “Not
Active,” try restarting CallViewer.
To close the Personal Call Logger window, click Close. The calls currently in the call
list are saved to a file and reloaded when the application is started again.
CALLVIEWER
An unanswered inbound call is ringing.
While an inbound or outbound call is ringing, the call list updates with the following
information:
• Time Of Call: Displays the time and date the call started. This is in the format
HH:MM:SS AM (or PM) MM/DD/YYY (e.g., 09:57:38 02/06/2003).
• Name: Displays the name of the caller, if available. The information displayed
varies, as described below.
— For IC calls, this is the extension name programmed in the phone system
Database Programming.
— For CO calls with Caller ID, this is the name identified in Call Center
Server. If, however, the name is not identified in Call Center Server, this
field displays “New Contact.”
— For CO calls without Caller ID, this field is blank.
• Caller ID: For IC calls, this displays the extension number. For CO calls, this
displays the digits that were dialed or the received Caller ID digits.
• Direction: Indicates whether the call was inbound to or outbound from your
extension.
• External: Indicates whether the call was internal (IC) or external (CO). Yes indi-
cates the call was external; No indicates the call was internal.
• The Duration timer displays the total time the call rang.
40 CallViewer
Making Calls
If desired, you can make calls using the Personal Call Logger. To make external calls,
however, Caller ID must have been received when the call rang at your extension.
To make calls using the Personal Call Logger:
1. Double-click on the entry that contains the number you want to dial. A message
box is displayed, prompting you verify the number.
CALLVIEWER
2. Click Yes to dial the number or No to exit.
CALL SUMMARY
Call Summary provides some of the basic functionality currently available with Real-
Viewer. When installed with CallViewer, Call Summary allows you to display real-
time call statistics.
NOTE: All tiles in Call Summary use the All Calls filter, which cannot be edited or
deleted.
42 CallViewer
Category Statistic Description
Active Call Calls Waiting* The number of inbound calls that are cur-
Statistics rently ringing.
Inbound in Progress* The number of inbound calls that are cur-
rently answered.
Ringing Out The number of outbound calls that are cur-
rently ringing.
Outbound in Progress The number of outbound calls that are cur-
rently answered.
Busy Lines The number of lines that are currently in
use, which is the sum of all active calls, ring-
ing or answered, inbound or outbound.
CALLVIEWER
44 CallViewer
Category Statistic Description
Call Times Longest Waiting This statistic shows the largest ring time
Today value contained within any inbound call seg-
ment.
Total Ring Time The cumulative ring duration of all call seg-
ments for all calls so far today.
Total Talk Time The cumulative talk time duration (including
the on hold duration of calls) of all answered
call segments for all calls so far today.
Total Call Time The cumulative duration of all call segments
for all calls so far today from the time they
originated on the telephone system.
CALLVIEWER
Total Hold Time The cumulative duration that all call seg-
ments have been on hold for all calls so far
today.
Max Call Time The average talk duration of all answered
call segments for all calls so far today.
Miscellaneous Current Time The current time of day on this computer
(e.g., 09:13:24).
Current Date The current date on this computer (e.g., 02/
05/2000).
Current Date/Time The current date and time on this computer
(e.g., 02/05/2000 09:13:24).
Tile Area
This screen includes the following elements:
• Toolbar: Provides various buttons that allow you to program Call Summary. See
page 65 for details.
• Tile Area: Displays real-time call statistics for all calls on the phone system. See
page 66 for details.
For details about how to configure Call Summary, see page 95.
NOTE: To use the call control functionality, you must program your extension in the
Configuration tab of the Options screen.
46 CallViewer
PERSONAL NAVIGATOR
Personal Navigator is a powerful call handler that allows you to automate actions
when specific call events occur. This application is a type of personal call router that
uses the following elements:
• Rules: Define the initial conditions (or trigger event) used for determining when
the related action is executed. When defining rules, you must select a specific
event that must first occur (e.g., answered call) before the programmed Condi-
tions are evaluated.
• Actions: Identify the function that is performed when the rule is evaluated and all
the conditions applied to the rule are met. Personal Navigator supports many dif-
ferent actions, including terminating calls, routing calls, forwarding calls, etc.
CALLVIEWER
• Conditions: Makes a comparison once a rule is evaluated. For example, you can
program a condition so that a rule only processes inbound calls with Caller ID.
The types of rules, actions, and conditions allowed are described throughout this sec-
tion.
NOTE: You must have Personal Navigator open to process rules and actions.
• Enable/Disable Icon: Allows you to disable all rules at once and to enable rules
that are enabled in the Edit Rules screen (i.e., rules that are tagged as disabled are
not enabled). (See page 54 for more information on the Edit Rules screen). To
enable or disable the rules, click the icon (it acts as a toggle). If rules are enabled,
the icon is recessed ( ). If all rules are disabled, the icon is not recessed
( ). See page 58 for details.
NOTE: Using the Enable/Disable Icon does not override the settings in the Edit
Rules screen.
• Logging Window: Displays information for all rules whenever there is call
activity. This displays the rule, the action, and whether the action executed suc-
cessfully.
NOTE: If the Logging flag is disabled, the Logging Window will not contain any
entries.
• Statusline: Displays the status of the server and the extension to which the rules
apply. If the status of the server is “Not Active,” try restarting CallViewer.
48 CallViewer
• Flags: Allow you to enable/disable the following features:
— Logging: Select this option to have the Logging Window display events
whenever a rule is evaluated. If this option is not selected, events are not dis-
played in the Logging Window. By default, this is enabled.
— Highlight Latest Message: Select this option to have the application automat-
ically highlight the last rule that was evaluated. By default, this is enabled.
• Clear Log: Click this button to clear all entries in the Logging Window. You are
not prompted for a confirmation.
NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen (see
CALLVIEWER
page 52). When you create a rule, it is automatically added to the bottom of the list.
Therefore, if you want actions to fire in a specific order, you must add the rules in the
order in which you want them evaluated.
The rules dictate the initial event, or trigger event, that must occur before the condi-
tions are evaluated and the action is executed.
Adding a Rule
To add a rule:
1. Click Add Rule. The Add New Rule screen is displayed, as shown below.
* Do not use this rule with the Make Call action. If you do, the Make Call action will
be executed every time a call is disconnected, forming an infinite loop (i.e., a call is
made, you hang up, and the call is made again).
** Do not use the When Off-Hook/Alerting trigger type for routing calls. If you do,
calls will be routed when you answer them (i.e., go off-hook). To route calls, use the
Call First Shown trigger type.
50 CallViewer
• Take Action: Use the drop-down box to select an existing action that will be
executed if the trigger event occurs and all of the conditions are met. If no
actions are available, click New Action to create one. See for details about
creating actions.
• Call Conditions: Select the conditions that must be met before the action is
executed. You have the following options:
— Location: Indicates whether the rule applies to IC (Internal Calls), CO
(External Calls), or both IC and CO calls. ([Any Location]) calls. By
default, this is [Any Location].
— Direction: Indicates whether the rule applies to incoming (Inbound
Calls), outgoing (Outbound Calls), or both inbound and outbound ([Any
Direction]) calls. By default, this is [Any Direction].
CALLVIEWER
— Caller Match: Indicates whether the rule applies to a number that is
identified in Server (Caller Identified), not identified in Server (Caller
Not Identified), or not verified ([Caller Match Ignored]). By default, this
is [Caller Match Ignored].
— Tel. No: Allows you to specify a telephone number that must be received
and/or dialed before the action is executed. Your options are: [Ignore Tel
No.], Tel No. Received, Tel No. Not Received, Tel No. Is, and Tel No. Is
Not. If you select anything other than [Ignore Tel No.], you must enter
the digits that are dialed or received in the text box. By default, this is
[Ignore Tel No.].
— DID: Allows you to specify any DID numbers that must be received or
dialed before the action is executed. Your options are [Ignore Direct
Dial], Direct Dial Received, Direct Dial Not Received, Direct Dial Is,
and Direct Dial Is Not. If you select anything other than [Ignore Direct
Dial], you must enter the DID digits in the text box provided. By
default, this is [Ignore Direct Dial].
• Database Fields: Allows you to specify certain fields that must be matched
against the database record stored in Server. For each database field, you can
specify text or digits that are compared against the information stored in
Server. For each database field, you can select a comparator that applies to
either a digit (Number) or text (String). The available comparators are:
— Equal to (=)
— Not equal to (< >)
— Greater than (>)
— Less than (<)
— Less than or equal to (<=)
— Greater than or equal to (>=)
Editing a Rule
NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen.
When you create a rule, it is automatically added to the bottom of the list. Therefore, if
you want actions to fire in a specific order, you must add the rules in the order in which
you want them evaluated.
CALLVIEWER
To edit a rule:
1. Click Edit Rule. The Edit Rules screen is displayed, as shown below.
This screen displays a list of rules and indicates whether they are enabled (no
checkmark) or disabled (checkmark).
2. Either double-click the rule you want to edit or highlight the rule and click Edit.
The Edit Rule screen is displayed.
NOTE: You can also click New Rule while in this screen to create a rule.
52 CallViewer
Deleting a Rule
To delete a rule:
1. Click Edit Rule. The Edit Rules screen is displayed.
2. Highlight the rule you want to delete and click Delete.
3. At the prompt, click Yes to delete the rule or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Rules flag is dis-
abled in Options (see page 59).
CALLVIEWER
To delete all rules:
1. Click Edit Rule. The Edit Rules screen is displayed.
2. Click Delete All.
3. At the prompt, click Yes to delete all rules or No to cancel the action.
NOTE: You are not prompted for a confirmation if the Deleting Rules flag is dis-
abled in Options (see page 59).
specified as disabled in the Edit Rules screen are enabled. Likewise, disabling all
rules does not mark them as disabled in the Edit Rules screen. If, therefore, you have
a rule that you want enabled/disabled all of the time, you must change the flag in the
Edit Rules screen.
NOTE: You can also check/uncheck the Disable This Rule flag in the Add New Rule
or Edit Rule screen to enable/disable rules.
54 CallViewer
Working with Actions
Actions define the event that occurs after the rule is evaluated and the conditions are
met. The parameters available depend on the action selected.
Adding an Action
To add an action:
1. Click Add Action. The Add New Action screen is displayed, as shown below.
CALLVIEWER
2. Complete the following fields:
• Disable This Action: Select this option to not have the action executed. If
this option is not selected, the action is executed whenever the rule condi-
tions are met. By default, this is disabled.
• Action Name: Enter a brief description for the action.
• Type: Use the drop-down box to select the action that will occur when the
rule conditions are met.
Play WAV File WAV File Name The program path and file name.
Which Number The number to dial.
CALLVIEWER
Make a call
Inquiry Trans- Which Number The transfer destination number.
fer
Redirect the Which Number The destination number where the call
call is sent.
Set Account Account Code The account code set for the exten-
Code sion.
Call Control Whether the account code is sent to
the telephone system.
Set Forward Type When the call is forwarded (e.g., if
State busy, if busy and no answer, etc.)
Destination The destination extension.
Enable/Disable That the specified forwarding type is
enabled or disabled.
Set ACD Agent State The new state (e.g., busy, wrap-up,
Agent State etc.) applied to the agent.
Agent ID The ID of the affected agent.
ACD Group Affected hunt group (only required
when the action is used to log an
agent ID in/out of an extension
device).
Dial DTMF Digits The DTMF digits to dial.
Tones
NOTE: Some actions (e.g., Answer Call) do not require any parameters and are not
included in the preceding table.
56 CallViewer
3. Click Test to test the action. A message box is displayed indicating if the test was
completed or if it failed.
NOTE: You cannot test call control actions, except Make Call. If you click Test for
any of these actions, a failure is returned.
4. Click Accept when finished, or click Cancel to exit without saving changes. You
are returned to the main screen.
NOTE: If you clicked New Action in a rule screen (i.e., Add New Rule or Edit
Rule), you are returned to that screen, and the action you created is displayed in
the Action box.
CALLVIEWER
Editing an Action
To edit an action:
1. Click Edit Action. The Edit Actions screen is displayed, as shown below.
2. Either double-click the action you want to edit or highlight the action and click
Edit. The Edit Action screen is displayed.
NOTE: You can also click New Action while in this screen to create an action, or
you can click Test to test the highlighted action.
NOTE: You are not prompted for a confirmation if the Deleting Actions flag is
disabled in Options (see page 59).
NOTE: You are not prompted for a confirmation if the Deleting Actions flag is
disabled in Options (see page 59).
NOTE: You can also check/uncheck the Disable This Action flag in the Add New
Action or Edit Action screen to enable/disable actions.
58 CallViewer
Configuring Personal Navigator
Like the main CallViewer banner application, you can configure various parameters
to customize the look of Personal Navigator.
To configure Personal Navigator:
1. Click Options. The Options screen is displayed.
CALLVIEWER
2. Complete the following fields:
• Minimize On Startup: Select this option to minimize the Log Area when
Personal Navigator is started. This is disabled by default.
• Show Logging Window On Startup: Select this option to display the Log
Area when Personal Navigator is started. This is enabled by default.
• Always On Top: Select this option to always have the Log Area displayed
on top of other application windows. This is disabled by default.
• Confirmations: Select whether you want the confirmation dialog boxes to
display when actions and/or rules are deleted. It is recommended that you
enable these flags to prevent accidental deletions of actions or rules. By
default, both flags are enabled.
NOTE: The programmed color is applied to the selected item only. For exam-
ple, to change the text AND background color of a component, you must first
select Text Color and then choose a color. Then you must select Back-
ground Color and choose a color.
60 CallViewer
RealViewer
The RealViewer is an application that shows real-time call statistics, enabling you to
see current details against all or selected call criteria on the telephone system.
Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call
Today, either across the telephone system, for a group of extensions, or for a particu-
lar event. You can also view the number of agents currently in the busy state or the
number of inbound calls currently waiting to be answered. In addition, you can filter
information based on group, DID number, telephone number, etc.
STARTING REALVIEWER
To start RealViewer:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite submenu.
3. Select RealViewer and then the RealViewer menu item. After a short wait, Real-
Viewer will start.
REALVIEWER
NOTE: If a RealViewer license is not available on the Call Center Server, Call Sum-
mary, which does not support custom filters, is run.
NOTE: You can enter more than one extension/group by using a comma (,)
to separate the numbers (e.g., “201,203,405”). You can also use the hyphen (-
) to enter a range of extensions/groups (e.g., “200-220”).
— If you selected Show statistics for a group, you can leave the Your extension
field blank, but you must enter the appropriate value(s) into the Your group
field.
— If you selected Show statistics for everyone, this screen will not display.
• Finished: Click Finish to create the default RealViewer.
62 RealViewer
NETWORK SETTINGS
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen displays, as shown below.
REALVIEWER
Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTI
Server network information either manually or automatically using this screen, as
described in the following sections.
Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will auto-
matically attempt to find the Server on the network. Once the RealViewer has found a
CTI Server and the information in this screen is updated, click OK to exit this screen
and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
REALVIEWER
NOTE: The network protocol you select must match the network protocol being used
by the Server.
64 RealViewer
REALVIEWER WINDOW
RealViewer’s main window consists of two main areas: the toolbar and the tile area.
Toolbar
Tile Area
ALSO: If Call Summary is displayed in the titlebar, a RealViewer license is not avail-
able.
REALVIEWER
Toolbar
The toolbar contains a number of buttons that let you control RealViewer. Some of
these display pop-up menus, while others perform a command immediately. The but-
tons and their associated functions are described in the table below.
BUTTON DESCRIPTION
Displays the main menu, where you can access most commands.
Displays the Filter Manager for creating and editing filters (see page 76).
Repositions the open tiles in a particular style. There are several differ-
ent viewing options that are available through the drop-down menu. (see
page 71).
Answers the call that is currently alerting your extension.
Either places the call on hold or retrieves a held call at your extension.
Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
the order that they were created.
Main Menu
To access the main menu, select the main menu button ( ) on the toolbar. The fol-
lowing options are displayed:
• Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
• Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 76). This is the same as clicking the Filter Manager button ( ) in the
toolbar.
• Options: Displays the Options dialog, allowing you to configure global options
(see page 95). This is the same as clicking the Options button ( ) in the toolbar.
REALVIEWER
• Network: Displays the Network Settings dialog (see page 63), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
• Help Topics: Displays the help file.
• About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
• Exit: Closes RealViewer and saves the current configuration.
Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area or the StationViewer
list.
66 RealViewer
You have the following options:
• Zoom: Enlarges the selected tile (see page 71). If the tile is already enlarged, this
option is Unzoom. (Not available in StationViewer List)
• Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar
is already hidden, this option is Show Main Titlebar.
• Cut: Cuts the selected tile and copies it to the clipboard (see page 71). (Not
available in StationViewer List)
• Paste: Inserts the tile currently stored in the clipboard (see page 71). (Not avail-
able in StationViewer List)
• Copy: Copies the selected tile to the clipboard (see page 71). (Not available in
StationViewer List)
• Remove: Removes the tile from the Tile Area (see page 70). (Not available in
StationViewer List)
• Properties: Displays the tile’s current settings (see page 70).
• Add Tile: Allows you to add a tile (see page 69). This is the same as clicking the
Add Tile button ( ) in the toolbar. (Not available in StationViewer List)
REALVIEWER
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you
want to remove).
TILES
The building block of RealViewer is the tile (called a Deskboard tile), as shown
below.
Caption
Statistic
Each tile consists of a caption, which describes the display, and the associated statis-
tic. Tiles display a single call summary statistic, which can be filtered to only include
a particular group of agents, or other information, such as the date and time. The sta-
tistic can also have an associated alarm that will notify you when the statistic falls
within a certain range (see page 73).
See the Installation Manual for more information about the flags associated with the
Calls Waiting tile.
68 RealViewer
Adding a New Tile
To create a tile:
1. Click the Add Tile button ( ) on
the toolbar, or select Add Tile
from the shortcut menu. The new
tile is created, and the property
sheet for that tile opens.
2. Complete the following fields in
the Statistics tab:
• Item To Display: Shows the
currently selected statistic that
the tile will display (see the
Installation Manual for details
about available statistics). To
change the statistic, click the
ellipsis (...) button, and then
choose the new statistic from
the available menu. If you
change the statistic without
REALVIEWER
changing the caption, you will
be asked if the caption should be changed when you click OK. If you click
Yes, the caption will change to match the new statistic. If you click No, the
name will not change.
NOTE: If you change a statistic for a tile, it is recommended that you also change
the caption to match the statistic. If you do not change the caption, it may become
confusing.
• Caption: Allows you to edit the caption displayed above the tile. If you do
not change the caption but change the statistic, you will be asked if the cap-
tion should be changed when you click OK.
• Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add Filter dialog, which will allow you to create a new filter. If
you create a new filter, it is automatically selected as your preferred filter for
this tile. See page 75 for details on filters.
Editing a Tile
To edit a tile:
1. Double-click on that tile’s statistics, or right-click on the tile and select
Properties. The property sheet will display with the tile’s current settings.
2. Change the settings as desired.
3. Click OK to apply the changes or Cancel to exit without saving changes.
Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove.
At the prompt, click Yes to remove the tile or No to cancel the action.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 100).
70 RealViewer
Zooming Tiles
You can “zoom” in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the “Wheel”
button of the mouse. Repeating the zoom action will unzoom the tile.
Cut, Copy, and Paste
Tiles can be copied and pasted to and from the clipboard, allowing you to quickly cre-
ate very similar tiles.
REALVIEWER
Paste. The tile is pasted next to the tile where you right-clicked to perform the paste.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.
Arranging Tiles
You can control the way RealViewer arranges tiles on your screen.
To arrange RealViewer tiles in a grid, click the down arrow next to the button in
the toolbar and select Tile as Grid from the drop-down menu. The tiles are automati-
cally arranged in a grid, as shown below.
To arrange tiles as columns, click the down arrow next to the button in the tool-
bar and select Tile as Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.
To use the Best Fit option, click the down arrow next to the button in the toolbar
and select Tile for Best Fit. If this option is selected, the tiles will automatically be
arranged and sized based on the available window space. If subsequent tiles are
added, however, the window adjusts to accommodate the new tiles (unless the win-
dow is maximized).
NOTE: If this mode is enabled and you manually adjust the size of the window, the
window snaps to the next best size that accommodates the displayed tiles. The window,
therefore, may not resize accordingly when you use the mouse to modify it.
REALVIEWER
Moving Tiles
Using the drag-and-drop feature, you can move tiles within the tile area without hav-
ing to cut and paste. To do this, click and drag the tile you want to move. Then posi-
tion it over the tile that you want it to precede. (The border of the stationary tile
thickens or becomes highlighted.) Release the tile you are moving. It is automatically
placed in the area BEFORE the highlighted tile.
NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile is
not highlighted when you release a tile, the tile you are attempting to move returns to its
original position.
ALSO: The drag-and-drop feature is not available for the StationViewer list.
72 RealViewer
Setting Alarms
Tile alarms immediately notify you when a statistic is within a certain parameter. For
example, you may want to know when the number of overflowed calls reaches 15.
With RealViewer alarm options, you can set the tile to flash, beep, or activate when
this occurs.
To set an alarm on a tile:
1. Access the property sheet for the tile
(i.e., select Properties from the shortcut
menu).
2. Select the Appearance tab.
3. Select the Activate the alarm on this
tile flag (a checkmark appears).
REALVIEWER
4. Select Alarm Settings to configure the
alarm using the Alarms dialog.
5. Use the first drop-down list to select
whether you want to fire the alarm when
the statistic meets or exceeds a given
value (>=), meets or falls below a given
value (<=), or falls between two values
(between).
6. Specify the value to compare the statis-
tic against in the second drop-down list.
You can either select a value from the
drop-down list or enter a new value in
the box.
7. Specify the maximum value of the com-
parison in the third drop-down list. You
can either select a value from the drop-down list or enter a new value in the box.
This option only displays if you selected between in the first drop-down box.
For example, to set an alarm when a value is between 50 and 100, you would
select between, 50, and 100 in the three drop-down lists.
is deactivated.
• Write This Message To The Alarm Log File: Select this option to write a
message to an alarm log file when the alarm fires. Enter the message to dis-
play in the field next to the check box. The message can contain special char-
acters which are prefixed with a percent (%) symbol, as described in the
following table.
Char Meaning
N Device Number (on list tiles)
D Device Description (on list tiles)
T Caption of the tile
F Filter applied to the tile
74 RealViewer
• Activate The Tile: Select this option to restore the main window and bring it
to the front of all windows. The tile that is signaling the alarm will then
receive the focus.
NOTE: You can select more than one notification option when setting the alarm
(e.g., you can have the tile flash and play a sound file at the same time).
9. Click OK to save your changes, or click Cancel to exit without saving changes.
You are returned to the Tile Properties page.
To deactivate the alarm, deselect the Activate the alarm on this tile option in the
Appearance property sheet for the tile (see step 3).
To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is dis-
abled. If you hear an alarm sound when you uncheck the flag, click OK. The alarm
will stop beeping.
REALVIEWER
The power of the RealViewer comes from its ability to limit statistics to only certain
types of calls (e.g., inbound only, calls for a specific DID number or list of extensions,
etc.). This is achieved by using filters.
Each tile can have a filter associated with it, which is the “All Calls” filter by default.
This is the only filter that cannot be edited or removed.
You can create as many filters as you require, limited only by memory, and apply fil-
ters to none, one, or many tiles. Filters can also be edited after being created and will
immediately reflect changes in any tiles using the modified filter.
• Remove All: Deletes all filters listed except the All Calls filter. You are prompted
for a confirmation before the filters are removed.
NOTE: If you remove all of the filters, tiles are reverted to the All Calls filter.
• Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
“(Copy)” after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
Each of these options is described in detail in the following pages.
76 RealViewer
Adding a New Filter
To add a filter:
1. Open the Filter Manager, and select Add.
Or, you can click the Add Filter button ( )
in a tile’s caption. The Add New Filter
screen displays.
2. Select the tab corresponding to the informa-
tion you want to use as the filtering parame-
ters. Your options are as follows:
• General
• Direction & DID
• Duration
• Call Status
• Information
• Call Route
• ACD Hunt Groups
REALVIEWER
• Transferred Calls
3. Program the information for the selected tabs, as described in the following sec-
tions.
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the Real-
Viewer screen.
NOTE: If Call Segmentation is disabled in Server, this option will have no affect,
and the filter will be calculated as if Calculate statistics by trunk line had been
selected.
78 RealViewer
Direction & DID
This page allows you to filter calls based on
whether they are inbound or outbound and the
DID number used for inbound calls.
To filter based on inbound calls, select Inbound
Calls and complete the following fields in the
Inbound Calls Only section:
• Direct Inward Dialing (DID): Use this
combo box to select which DID digits and
associated DNIS description you want
included in the report. You can specifically
choose one DID number from the combo
box, or you can specify more than one DID
number by separating individual DIDs using
a comma (,). You can also specify a consec-
utive range of DID numbers by specifying
the starting and ending DID numbers, separated by the hyphen (-). For example,
“4210-4213,4230,4233” is a valid entry.
REALVIEWER
NOTE: The entire DID telephone number may need to be entered in this field
(e.g., “4809619000,” “4809619100,” etc.).
• Caller ID: Specifies whether calls with Caller ID are to be included or excluded.
Yes includes only calls where Caller ID is received; No includes only calls where
Caller ID is not received; and All includes both cases.
• Direct Dialed Only?: Click Yes to only include calls which are directly dialed.
Click No to only include calls which are not directly dialed. Click All to include
calls regardless of whether or not they are directly dialed.
• Call Cost: Select a comparison type for the call type. For example, to report call
costs that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in the
adjacent field. The call cost is always entered in the main currency unit of $0.00.
To enter fraction of a currency unit, such as $.50, enter 0.50.
NOTE: Using the = comparison for call cost is not advisable. Computers often
store numbers carried out to different decimal places (e.g., 0.50 may be stored as
0.499999999). If this occurs, the equivalence operator will not work because
.4999999 does not equal .50. Use >= or <= where appropriate instead. Also, call
costing calculations are based on limited data input and therefore may differ from
the actual call charges made by the telco.
• Cost Group: Select the cost group that you want to use as a filter. A cost group
includes Local, National, International, etc.
To filter based on outbound calls, select Outbound Calls. All other fields are disabled
(grayed-out).
To filter based on inbound and outbound calls, click All. All other fields are disabled
(grayed-out).
Duration
This page allows you to filter calls based on
how long the call has been ringing or active
and includes the following fields:
• Ring Time: Filters calls based on how
long they have been ringing (or how long
they rang). Use the drop-down box to
select how you want to filter the call’s
ring time.
To only include calls that are ringing for
REALVIEWER
80 RealViewer
• Total Time: Filters calls based on how long the call has been active (i.e., since it
started ringing) regardless of whether or not it has been answered. Use the drop-
down box to select how you want to filter the call’s total time.
To only include calls that are active for longer than a specified time, select >=.
To only include calls that are active for less than a specified time, select <=.
Then specify the total time that you want to use for comparison. The time can be
entered as either “?h?m?s,” or as “hh:mm:ss.” Valid examples include “1h” or
“1:00:00” for 1 hour, “34m 27s” or “00:34:27” for 34 minutes 27 seconds, etc.
This filter is affected by the Yes, this device is treated as ‘not yet answered’
and Yes, this device is treated as ‘not having rung’ flags in Server.
• Total Hold Time: Filters calls based on the time that they spent on hold. First
select whether you wish to include calls that were on hold for longer than a given
time (>=) or less than a given time (<=). Then specify the duration to compare
against. Durations can be entered as “hh:mm:ss” or as “?h ?m ?s”. For example,
“00:01:30” is the same as “1m 30s” or “90s”.
• Call Started Between: This will filter calls based on a specified start and end
time, calculating the statistics only for calls that started within this range. Enter
the start and end times in your regional format (e.g., “08:00” or “8:00:00 AM”).
Filtering by time only affects historical call summary statistics, such as Inbound
REALVIEWER
Calls Answered and Total Talk Time, and time-based agent statistics including%
Free Time. It will also be used to filter similar statistics in the Extension, Agent,
and Trunk List tiles (Reporter Real-Time only). It does not, however, affect real-
time statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time
Now.
NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter mod-
ules.
• Call on Hold?: Click Yes to only include calls that are currently on hold. Click
No to only include calls that are not currently on hold. Click All to include calls
regardless of whether or not they are on hold.
• Trunk Lines: Enter a comma-separated list of trunk lines to include in the filter.
Any calls occurring on one of the trunk lines will be included in the filter. You
can also use the drop-down box to select trunk lines, which are intelligently
added to or removed from the list. The list you enter can include ranges, or indi-
vidual trunk lines. For example, if you entered “94193-94194,94196,” the filter
would include trunk lines 94193, 949194, and 94196.
• Last Account Code Entered: Includes any calls where the last account code
entered matches the list of account codes. Enter a comma-separated list of
account codes to include in the filter. For example, entering “666,777,888,999”
would include any calls with an account code of 666, 777, 888, or 999.
NOTE: The Calls on Hold? option will only affect currently active calls, as histori-
cal calls will normally not be on hold.
82 RealViewer
Information
NOTE: Call Center only stores the first Server Import field in the historical call data-
base. Filtering on other fields from the Import will only affect currently active calls.
REALVIEWER
Enter a comma-separated list of a string to include in the filter. Wildcard can also
be used in the filter. The meaning of the filter depends on what data is being
imported into Server. Usually, Import Field 2 is the name of the company calling;
so, Import Field 2 could be filtered on “Alpha*” to include calls from companies
such as “Alpha Beta Gamma Ltd” or “Alphacentauri Industries PLC.”
To see what data you can include in an
Import Field filter:
1. Click the ellipsis (...) button next to
an appropriate filter field. The Data-
base Query dialog box displays.
2. Enter the information for which you
want to search (e.g., to search for a
company called ABC Company, enter
“ABC Company”).
ALSO: You can use a wildcard (*) with a partial name to search for a match (e.g.,
“AB*” will return ABC Company and any other records starting with “AB”).
NOTE: The Database Query feature will not work unless you have successfully per-
formed a Telephone Number import to the CTI Server.
Call Route
This page allows you to filter calls based on
miscellaneous call elements and includes the
following fields:
• Call First Rang At Extension/Group:
Includes any calls that rang at an exten-
sion or hunt group specified in the list.
REALVIEWER
NOTE: This is the recommended field to use when creating filters for hunt groups
(see ACD Hunt Groups on page 85).
• Call Answered On: Includes any calls that are answered at an extension speci-
fied in the list. Enter a comma-separated list of extensions to include in the filter.
You can also use the drop-down list to select extensions, which are intelligently
added to or removed from the list. The list you enter can include ranges or indi-
vidual extensions. For example, if you entered “200-204,206,” the filter would
include extensions 200, 201, 202, 203, 204, and 206. This filter is affected by the
Yes, this device is treated as ‘not yet answered’ and Yes, this device is treated as
‘not having rung’ flags in Server.
84 RealViewer
• Call Currently On: Includes any calls that are currently on or that were finished
at an extension specified in the list. Enter a comma-separated list of extensions to
include in the filter. You can also use the drop-down list to select extensions,
which are intelligently added to or removed from the list. The list you enter can
include ranges, or individual extensions. For example, if you entered “200-
204,206,” the filter would include extensions 200, 201, 202, 203, 204, and 206.
• Call First Rang At/Dialed By: Includes any calls that rang at or were dialed by
an agent specified in the list. Enter a comma-separated list of agents to include in
the filter. Or, use the drop-down list to select agents, which are intelligently
added to or removed from the list. You can also include ranges or individual
agents. For example, if you entered “200-204,206,” the filter would include
agents 200, 201, 202, 203, 204, and 206.
• Call Answered On: Includes any calls that are answered at an agent specified in
the list (see the previous Call Answered On information for details).
• Call Currently On: Includes any calls that are currently on or that were finished
by an agent specified in the list (see the previous Call Currently On information
for details).
REALVIEWER
This page allows you to filter calls based on
agents, extensions, or agent statistics that
are logged in or out of specific ACD Hunt
Groups and affects what is displayed in the
list tiles wherever agent statistics are dis-
played. This contains the following fields:
• Hunt Groups: Enter the ACD Hunt
Groups to which the list will be
restricted. Each hunt group should be
separated by a hyphen (-). Or, you can
use the drop-down list to select and
deselect hunt groups.
• Show Devices Logged In To These Groups: Select this option to only display
agents who are logged into the selected hunt groups in the list.
• Show Devices Not Logged In To These Groups: Select this option to only dis-
play agents who are not logged into the selected hunt groups in the list.
86 RealViewer
Removing a Filter
To remove a filter:
1. Open the Filter Manager by clicking the Filter Manager button ( ) or selecting
Filter Manager from the main menu ( ).
2. Select the filter that you want to remove, and click Remove, or select a range of
filters and click Remove All.
3. At the prompt, click Yes to delete the filter or No to cancel the action. If you
click Yes, the filter will be removed, and any tiles using the filter will revert to
the default “All Calls” filter.
Applying a Filter
You can apply a filter that you have previously created to any RealViewer Tile.
To apply a filter:
1. Select the filter button ( ) on the top, right-hand
REALVIEWER
corner of a tile. This will display a shortcut menu of
available filters with the currently selected filter
checked.
2. Select a filter to apply to the currently selected tile.
There may be a slight delay while the filter change is processed.
Each tile can have a filter applied, which will limit the statistics associated with
the tile (e.g., calls for a particular DID number, agents in a particular group, etc.).
NOTE: If the StationViewer license is available but the window is not displayed, make
sure you have enabled the license (see the Installation Manual for details).
StationViewer List
When you activate the StationViewer license, the StationViewer list is automatically
displayed to the left of the tiles (by default). Additional call control buttons are also
included in the toolbar.
Until you select the extensions to monitor (see page 92), the StationViewer list is
blank. Once you have programmed the extensions, however, the window displays Sta-
tionViewer buttons, one for each device.
REALVIEWER
StationViewer
Window
88 RealViewer
StationViewer Buttons
The StationViewer buttons indicate the current status of the associated extension and
are displayed within the StationViewer list. To depict the state, each StationViewer
uses three different methods: the lamp indicator, icon, and tooltip.
The lamp (or bulb) indicator is lit a different color, depending on the status of the
extension. For example, in the above illustration, the StationViewer button for exten-
sion 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colors
are configurable for busy, DND, alerting, and idle, as described on page 93.
The tooltip is displayed when you pause the mouse
pointer over a StationViewer button. Each tooltip
provides detailed information about the associated
extension, including the following:
• Device: Indicates the extension number of the
device.
• Description: Displays the description for that device as programmed in the
phone system. This is usually the username.
• On call to: Displays the Caller ID name or number of the caller to which the Sta-
tionViewer extension is currently connected. For IC calls, this is the description
REALVIEWER
(username) of the caller.
• DND: Indicates the DND status. If DND is enabled, the DND message is dis-
played (e.g., GONE HOME).
• FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the
type of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions (see page 94 for details).
90 RealViewer
Program StationViewer Devices and Colors
To view devices in the StationViewer list, you must program specific extensions to be
displayed in StationViewer buttons. You can then program the different bulb colors
that are associated with the status of the extension.
NOTE: The RealViewer StationViewer displays extensions only. To view agents, you
need Reporter Real-Time with the Pro license (see Chapter 7 — Reporter Real-Time).
REALVIEWER
2. Select the appropriate tab to program devices and/or bulb colors. You have the
following options:
• General
• StationViewer Bulb Colors
3. Click OK when finished or click Cancel to exit without saving changes. You are
returned to the main screen.
Each of the available tabs is described beginning on page 93.
NOTE: Devices that are added to the list are automatically removed from the Add
menu. This ensures you do not add the same device more than once to the Sta-
tionViewer list.
• Remove: Removes device(s) from the list. Because the device is not permanently
deleted from the Add menu, you are not prompted for a confirmation.
REALVIEWER
• Move Up/Down: Moves the selected device up/down in the list. If you move
more than one device at a time, the selected devices are kept in the same order
relative to each other. The order of the extensions displayed in this list is the
order that the extensions are displayed in the StationViewer list.
NOTE: You can remove/move more than one extension at a time. To select extensions
that are displayed next to each other, hold down the SHIFT key while selecting the first
and last extension you want to highlight. To select extensions that are not listed consec-
utively, hold down the CTRL key while making your selection.
92 RealViewer
StationViewer Bulb Colors Tab
The StationViewer Bulb Colors tab is shown below.
REALVIEWER
The StationViewer Bulb Colors tab displays the selected colors for the StationViewer
lamp. For easy identification, you can modify the bulb color for the following states:
• DND Color: Specifies the bulb color for a device that is in Do-Not-Disturb
(DND).
• Busy Color: Specifies the bulb color for a device that is currently on a call.
• Alerting Color: Specifies the bulb color for a device that is currently ringing.
• Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or
alerting.
To define the bulb colors, use the drop-down list to select the desired color. When
you click OK, the StationViewer buttons in the window automatically update to reflect
the new colors.
NOTE: Before using the Call Control functionality, you must specify your extension in
the Call Control page in the Configure View screen (see step 6 on page 99).
NOTE: The available options will differ based on the current state of the StationViewer
extension and your extension.
94 RealViewer
CUSTOMIZING REALVIEWER
NOTE: Call Summary does not support any statistics that involve account codes, ser-
vice levels, or durations. Therefore, it is not necessary to program these pages for Call
Summary installations.
RealViewer has several configurable options, including the appearance of the Real-
Viewer, that are applied globally to the application.
To configure the application to suit your needs:
1. Select the Options button, or
select Options from the main menu
( ). The Configure View screen
displays.
2. Complete the following fields in the
General tab:
• Only show the titlebar when
the mouse is over the window:
REALVIEWER
When this option is checked,
the titlebar and toolbar will dis-
appear from the main window
if the mouse is not positioned
over the window.
• Keep the window on top of all
other windows: When this
option is checked, RealViewer will always remain on top of all windows,
regardless of which window is active. This allows you to always keep in
touch with activity on the telephone system, no matter what you are doing on
the computer.
• Style: This section determines the layout of the RealViewer tiles and is avail-
able only if the RealViewer license is enabled (see page 99). You have the
following options:
— Tile As A Grid: Automatically arranges tiles in an n x n grid when you
add a tile or resize the window (see page 71).
— Tile In Columns: Automatically arranges tiles in one row with one col-
umn for every tile, similar to an n x 1 grid (see page 71).
— Tile In Rows: Automatically arranges tiles in one column with one row
for every tile, similar to a 1 x n grid (see page 72).
— Tile In Best Fit: Automatically arranges and sizes tiles based on the
available window space. If subsequent tiles are added, however, the win-
dow adjusts to accommodate the new tiles (unless the window is maxi-
mized). (see page 72).
96 RealViewer
3. Select the Account Codes tab. This
page allows you to summarize histori-
cal calls by the account code. It auto-
matically does this for four account
codes, enabling you to graph the num-
ber of times these account codes were
entered. Complete the following
fields:
• Account Code #1 to #4: Enter
each of the four account codes
that you want to summarize (one
per field). By default, the account
codes are set to 666, 777, 888,
and 999.
• Account Code Caption #1 to #4:
Each account code you are sum-
marizing can have a caption, which is displayed by the tile when viewing
this statistic. The caption you enter should uniquely identify the type of sum-
marized account code. By default, the captions are set to “Code 1,” “Code
2,” “Code 3,” and “Code 4.”
REALVIEWER
NOTE: If you want to summarize more than four account codes, filter by account
code instead.
NOTE: No other statistics are altered by this setting. It does not change any
answered or abandoned statistics. It only affects the service level statistic.
98 RealViewer
6. Select the Call Control tab. The Call
Control page allows you to specify
your extension for call control. Once
you have selected your extension
and have clicked OK, you can handle
calls using the StationViewer or tool-
bar buttons (see page 94).
REALVIEWER
• StationViewer Only: Select this option to use the StationViewer features,
including call control. If selected, the RealViewer tiles are not available.
• RealViewer and StationViewer: Select this option to enable both Real-
Viewer tiles and the StationViewer feature.
• Yes, consume a full RealViewer license: (This option is not available if Sta-
tionViewer Only is selected.) Select this option to consume a RealViewer
license on Server. If selected (and available), you can use all of the features
associated with RealViewer, including filters and statistics. If this option is
not selected, Call Summary is initiated instead, and you will not consume a
RealViewer license. If you change from a RealViewer license to Call Sum-
mary, any tiles that display statistics that Call Summary does not support
automatically change to “Not licensed.” See page 41 for details about how
Call Summary differs from RealViewer.
NOTE: If you change a license from RealViewer Only to one with StationViewer,
the Call Control tab does not automatically appear. You must first close the Con-
figure View screen to allow the application to update the information for Station-
Viewer. The next time you access the Configure View screen, the Call Control tab
will be available.
Rename: Allows you to rename the highlighted tile. Once you have selected
this button, you can type the new name over the existing name in the tile list.
The changes will take affect immediately.
• Move Up/Down: Moves the highlighted tile up/down in the list. It will also
affect the order that RealViewer uses when arranging tiles.
• Remove All: Removes all tiles from the tile area. You will be prompted for a
confirmation, as this option cannot be undone.
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, do not change them.
100 RealViewer
Reporter
Reporter Basic, Reporter, and Pro are used to run historical reports on call and agent
activity information, which is stored within a database on the CTI Server (Server).
These reports can be run by specifying various criteria (e.g., reports can be filtered by
Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost,
etc.). In addition, when Reporter is installed on a computer, Reporter Real-Time,
which provides real-time call and agent reporting, is also installed.
STARTING REPORTER
To start Reporter:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Reporter and then the Reporter menu item. After a short wait, Reporter
will start.
CONFIGURING REPORTER
If this is the first time Reporter has been run after installation, Reporter will ask for
the following options to be configured:
• Local Dial Codes: Enter all the dial codes marked “loc,” separated by a comma
(,), and click Next. To obtain a list of local dial codes applicable in the Cus-
tomer’s area, consult the customer’s local domestic telephone directory. The
codes are usually listed under heading “Local Calls From Your Phone” within the
REPORTER
Call Charges section.
• Attachment To The CTI Server (Server): Click OK, and click OK again in the
next window. If the network configuration on the supervisor’s computer is correct
and Server has already been appropriately configured, Reporter should automati-
cally connect to the CTI Server.
• Auto Reporter Site: This page appears if you have Internet Information Server
(IIS) or Personal Web Server installed on your computer and the application
detects it. This allows you to create an Auto Reporter site using the default set-
tings.
You can modify these configurations at any time while running Reporter. See the
Menu section on page 108 for details.
This screen contains the titlebar, toolbar, report list, and report window, as described
in the following sections.
Report List
The report list is available in the left side of the main window. This area displays all
reports based on categories, such as Default Reports, My Reports, etc. The current sta-
REPORTER
tus of each report is also displayed based on the icons described in the following
table.
Report Saved The report has already been run, and the historic
report data will be used to display the report. The
report will not be run again.
Report Running The report is currently being processed.
102 Reporter
While in this area, you can double-click a report to automatically run the report (by
default, the report is based on today’s statistics). You can also right-click on a report
to display a shortcut menu, which provides access to various actions as described in
the following table.
Print Preview Toggles the report between list mode and preview
mode.
N/A Duplicate Creates a copy of the report.
Delete Deletes the selected report.
REPORTER
Information Displays the Report Information dialog box (see
page 126).
Properties Displays the report’s properties.
NOTE: Many of these options are also available in the toolbar of the main window.
Tabs
— Last Run At: Indicates the data and time that the report was last run. If you
refresh the report, this will update to the current date and time.
— Items (seconds): Displays the total number of items in the report, followed
by the time it took to generate the report.
You can hide this information by clicking the up arrow in the toolbar.
104 Reporter
• Toolbar: Provides quick access to some common features associated with
reports, as described in the following table.
Filter Menu Displays a menu of available filters that you can quickly
apply to the current report.
Close Closes the current report.
• Tabs: Displays the report indicated by the tab name. One tab will appear for each
report that has been run.
NOTE: You can press F12 to activate the report window, or you can press CTRL + F12
to close the report list and have the report window occupy the entire main window. You
can also double-click the report caption to toggle between displaying or not displaying
the report list.
When the report information is expanded, the filter that is applied to the report, the
REPORTER
report’s date range, the time the report was run, the number of records, and the time it
took to run the report are all displayed.
In addition, each report has two view modes:
• List Mode: Displays the report as several individual items. You can select these
items and use the scroll bars to scroll across the range of the report. This is the
default mode for a report.
• Preview Mode: Displays the report as it would appear in print. In this mode, you
cannot select items, and the scroll bars only scroll around the current page.
Show Details Displays the call detail report for the selected call.
Copy Copies the report’s data to the clipboard for pasting into
other applications.
Show Summary Displays the call summary report for the displayed
report.
In addition, the following options are available in the shortcut menu (see page 103 for
more details):
• Refresh
• E-Mail
• Publish
• Print
• Print Preview
• Information
• Properties
• Close
REPORTER
Titlebar
The titlebar is the rectangular region at the top of the application window. This dis-
plays the application name and contains the standard windows buttons for minimiz-
ing, maximizing, and closing applications.
106 Reporter
Toolbar
The toolbar allows you to perform various actions that apply to the application or to
the displayed report. The available toolbar buttons are described in the following
table.
Button Description
Displays the main menu where you can access most commands (see
page 108).
Displays the Add/Edit Report dialog for adding reports (see page 111).
Toggles the report list on and off. This icon is recessed when the report
list is visible.
Displays the Filter Manager for creating and editing filters (see page 127).
Displays the Tariff Manager for creating and editing tariffs (see page 131).
Calculates a summary of the calls displayed in the open report. This Call
Summary report is then displayed as a separate report (see page 124).
Copies the open report’s data to the clipboard (see page 121).
REPORTER
Displays the report in print preview mode (see page 122).
Opens the Export Wizard that enables you to export the open report (see
page 139). You can also click the arrow to display a menu of other wiz-
ards, including e-mail and publish. This button displays the icon for the
last wizard you used.
Displays the Auto Reporter menu, which allows you to configure the Auto
Reporter schedules (see page 155).
Launches Reporter Real-Time (see the next chapter).
• About Reporter: Displays information about the version of Reporter you are
running. It also includes information about licenses, archive times, etc.
• Exit: Closes Reporter.
108 Reporter
Network Settings
For the product to obtain real-time call
data from Server, it must be able to
locate a CTI Server (Server). To do
this, select the Network option from
the main menu or click the Network
option button ( ). The Network Set-
tings screen is displayed.
To configure the network settings, you
must first select a protocol. Your
options are NetBIOS (for use with IP/
IPX or NetBEUI) or TCP/IP (for a
direct IP connection). (If you don’t
know which protocol to use, ask your
Network Administrator.) You can setup
the CTI Server network either manu-
ally or automatically using this screen.
NOTE: Only Server versions 2.51.0033 and later support direct communication using
TCP/IP.
ALSO: It is recommended that you use TCP/IP if installing any of the Call Center Suite
of products for the first time. A direct TCP/IP connection is faster and easier to diag-
nose.
REPORTER
Automatic Configuration
NOTE: You must select a protocol before you can use the Automatic Configuration
option.
To automatically configure the Server, click Auto Configure. The product will auto-
matically attempt to find a CTI Server (Server) on the network. Once Reporter has
found a CTI Server, and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup
either if it has just been installed or if it is unable to find a Server.
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
110 Reporter
Running Reports
You can run a report at any time using the reports available in the report list window.
In addition, you can either reload a previously saved report or run a new report.
When you run a report, it is automatically saved to the report cache stored on your
local computer. The next time you run that report, Reporter decides if the report data
needs to be processed again or whether it can be read from the report cache.
For example, if you have a call list report configured to display today’s data, the
report will always run using the latest data because today is always changing. If the
report was configured to display yesterday’s data and you ran the report at 9am, the
report would be processed again to reflect all of yesterday’s information. If, however,
you ran the report again (before midnight when the date changed) and no new calls
were handled, Reporter would use the information stored in the report cache.
To run an existing report:
EITHER, Double-click the report in the report list.
OR, Select the report name in the report list and press ENTER.
OR, Right-click the report name and select Run.
To view a previously run report, right-click on the report name and select View Saved
Report.
NOTE: It takes longer to generate reports that were not previously run because
Reporter must gather and analyze data from Call Center Server.
REPORTER
Creating a New Report
If the default reports that are available in the report list do not meet your needs, you
can always create a new report and apply your own filters, statistics, etc.
To create a new report:
1. EITHER, Click New Report ( ) in the toolbar.
OR, Select New Report from the main menu.
OR, Press ALT + N.
2. Configure the appropriate fields in the following tabs:
• General Tab
• Date/Time Tab
• Fields Tab
• Filter Tab
• Miscellaneous Tab
General Tab
The General tab allows you to configure the
report name and category and choose a
template as a basis for your report. This
page contains the following fields:
• Report Title: Enter a title to help you
identify the report. Then use the drop-
down box to select a category. Your
options are Default Reports and My
Reports.
• Report Category: Enter the name of
the category that you want to use for
storing the report. If you enter a new
category name, it is automatically cre-
ated when you run the report. This
field defaults to My Reports.
• Report Type: Select the template you want to use for your report. You can
choose from a number of Basic, Reporter, or Pro type report formats (see the
Installation Manual for a list of templates). The Basic type reports are always
available while the Reporter or Pro type reports require the Reporter and
Reporter Pro licenses (respectively). You can also select [Custom Report], which
REPORTER
allows you to create a report without any settings defaulted. It is not recom-
mended, however, that you create a custom report unless the available templates
will not suit your needs.
NOTE: Tooltips will display when your mouse is paused over a report format. These
tooltips provide a brief description of what the template includes. Also, when a new
report is added and you select a report format, the Call Statistics setting is automatically
defaulted appropriately. In addition, the Call Statistics setting is defaulted for existing
reports when Reporter is upgraded from a previous version.
112 Reporter
Date/Time Tab
The Date/Time tab allows you to configure
the range of dates over which the report
will be run.
REPORTER
— Last Month: Runs the report for the previous month.
— From Start Date to End Date: Runs the report between the two dates speci-
fied on the right, starting from the From Date/Time, and ending at the To
Date/Time. For example, if you specify a From time of 8am and a To time of
5pm, the report will include all calls starting from the first day at 8am until
the last day at 5pm.
— From Start Time to End Time: Runs the report between the two dates speci-
fied on the right, but only for the specified times on each day. For example,
if you specify a From time of 8am and a To time of 5pm, Reporter will
ignore any calls before 8am and after 5pm for every day that the report is
run.
— Last 15 Minutes: Runs the report for the last 15-minute interval that ended
before the report was requested. For example, if the report is requested at any
time between 9:15 and 9:29, the report is run for 9:00-9:15. If a report is
requested at 9:30, the interval is between 9:15 and 9:30.
NOTE: The time is displayed in the hh:mm:ss format. You can either enter the
time in 12-hour or 24-hour format. If you enter the time in 24-hour format, Reporter
will automatically convert it to 12-hour format.
Depending on which date range you choose, the date/time selectors will change on
the right side. Note that when you choose From Start Date to End Date, the start
time only affects the start date, and the end time only affects the end date. For all
other date ranges, the start and end times are used to calculate the time period of
REPORTER
NOTE: You can also use the scroll bars or the ellipsis (...) button to select a par-
ticular time.
• Weekdays: Select the days of the week that you want considered in the report.
By default, all days are checked. If you do not want a day included, click the day
to remove the check mark. For example, remove the check marks for Saturday
and Sunday to create a report that only displays data for weekdays.
114 Reporter
Fields Tab
The Fields tab allows you to select
the fields that are included in your
report. You can add and remove
fields, change the order in which
they are displayed, and change the
sort order of each field. You can also
apply a group field to the report data
to create a Statistic report. This
allows you to choose statistics for
the report which are then summa-
rized by the group field.
The list on the left displays the cur-
rently selected fields to be dis-
played. Each element of the list
contains a description of the field,
how the field is sorted (if applica-
ble), the position of the field, and
the sort order (in brackets). You
have the following options:
NOTE: If you are creating a summary report, the group field is highlighted in blue. The
group field must always be the first field in the report.
REPORTER
You have the following options:
• Sort Buttons: The button at the left of each item displays the current sort order
of this field, as described below.
BUTTON DESCRIPTION
This field is not sorted.
The number in brackets to the right of the field (e.g., [1]) indicates the sequence in
which fields are sorted. For example, if the list displays No/ID [1] and Calls In
[2], the list is first sorted based on the No/ID field and then sorted again based on
the Calls In field while maintaining the integrity of the first sort.
To change the sorting order, click the sort button of the field you want to sort and
make your selection from the menu.
NOTE: You can remove or move more than one statistic at a time. To select sta-
tistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
• Group By: Displays possible group fields that you can apply to the report. Select
the field that you want to use (a check mark indicates the active group field). If
you select a group field that requires additional configuration, such as Start Time,
the Group Report By dialog, similar to the one below will appear.
REPORTER
You can edit these options for such group fields by double-clicking the field. By
choosing a group field, you automatically create a statistic report; so, any fields
that are currently selected that cannot be calculated in the statistic report are
removed.
116 Reporter
Possible fields in this screen include the following:
— Interval: Enter the interval value and then select the desired units. For exam-
ple, to specify an interval of every hour, enter “1” as the interval value and
then select Hours as the unit.
— Only use the time, not the date, when grouping: Enable this option to group
the statistics on time only, not the date. For example, a call that occurred at
8:47 on September 3 would be considered as a call at 8:47 and grouped as
8:30-9:00 if the interval was every 30 minutes. If you want to group on the
date, leave this option unchecked. For example, the same call would be
grouped as 8:30-9:00 on September 3.
• Order By: Allows you to select the sort order for the currently selected field.
Depending on the current sort order, different menu options will appear that
allow you to either add this field as a new field to sort on or to replace one of the
existing fields that are being sorted. For every sort order, there is an ascending
and descending menu option. You can also choose Don't sort if you do not want
to sort this field.
Filter Tab
The filter tab allows you to specify
certain calls to consider in the
report (e.g., calls to the Sales
Group or calls to mobile phones
that cost more than a certain
amount). The filter tab also allows
REPORTER
you to configure how statistics are
calculated, depending on the type
of report you are trying to create.
This page includes the following
fields:
• Filter: Select a filter from the
drop-down list. If the desired
filter is not available, click
Add to create a new filter (see
page 129).
• Calculate Statistics by Trunk
Line: Select this option to only consider the call based on the trunk line where it
originated. If selected, the filter will not consider calls that are transferred
between different devices. For example, a call that is answered at reception and
then transferred to Sales is considered one call. Use this option when running
reports for calls into or out of the telephone system that are grouped by telephone
number or DID digits.
• Other Filter Options: Select any additional filter options you want to apply to
your report. The available options will change based on the template you selected
in the General page. Possible filter options include:
— Only process inbound calls: Select this option to only consider inbound call
segments. If you apply a filter that filters outbound calls only, you will filter
out all calls.
— Only process outbound calls: Select this option to only consider outbound
call segments. If you apply a filter that filters inbound calls only, you will fil-
ter out all calls.
— Only process answered calls: Select this option to only consider answered
call segments. If you apply a filter that filters unanswered calls only, you will
filter out all calls.
— Only process calls that were never answered: Select this option to only con-
sider the last call segment where the call was not answered (abandoned). If
REPORTER
you apply a filter that filters answered calls only, you will filter out all calls.
— Only show un-returned abandoned calls (call lists only): Select this option to
convert a normal call list report into an un-returned abandoned call list
report. This report will only display abandoned calls that have not subse-
quently called again and that have not been called back and answered.
— Only process trunk to trunk call transfers: Select this option to only consider
call segments that were transferred to or from an external number. For exam-
ple, if a customer calls reception and is transferred to their account man-
ager’s mobile phone, both the call from the customer and the call to the
account manager will show up as trunk-to-trunk call transfer segments.
— Only process outbound calls that have been dialed incorrectly: Select this
option to only consider outbound calls that have not been dialed correctly. If
you also choose a filter that only considers inbound calls or answered calls,
you will filter out all calls. An incorrectly dialed call is an unanswered call
that did not contain enough digits to be a telephone number.
118 Reporter
— Only process outbound calls to services: Select this option to only consider
outbound calls to services (e.g., the operator, directory inquiries, etc.) If you
also choose a filter that only considers inbound calls, you will filter out all
calls.
Miscellaneous Tab
The Miscellaneous tab allows you
to configure several other report
settings, such as how the report
appears on screen and which tariff
is used when calculating call costs.
This page includes the following
fields:
• Tariff: Select the tariff that will
be used to calculate call costs.
A report can only use one tar-
iff at a time when calculating
call costs. You can choose a
particular tariff for this report
to use or select the [Use
d e f a u l t ] opt ion. When the
default option is selected, the
report will use whichever tariff
is currently configured as the default tariff (see page 138). This tariff will also
REPORTER
override any tariffs assigned to individual trunk lines.
NOTE: You can use this feature to compare tariffs by duplicating a report and
applying a different tariff to the duplicate. You will then have two copies of the
same report with different tariffs for each, allowing you to compare the cost of your
calls.
• Always show the same record groups in the report: Select this option to dis-
play all rows of data, regardless of whether or not there are any statistics to dis-
play for that. For example, if extensions 200 and 202 have recently made calls
but extension 201 hasn’t, 201 will still appear in the report even though there is
no data for it. If this option is not selected, 201 is removed from the report until it
experiences activity applicable to the report. When grouping by time, the report
will include all time periods in the given range. This can lead to a very large
report if you apply this option when summarizing statistics for every half hour
over three months because it will create 48 records a day for 90 days.
NOTE: When an item is selected in the report list, the colors are inverted (i.e., the
background color becomes the text color and vice versa).
Editing a Report
To edit a previously defined report, right-click on the report in either the report list or
the report window and select Properties. Then edit the information in the tabs as
described under Creating a New Report on page 111.
Once you have changed the report information, click OK to run the modified report.
120 Reporter
Deleting a Report
To delete a report, right-click on the report in the report list and select Delete. At the
prompt, click Yes to delete the report or click No to cancel the action.
NOTE: You cannot recover a deleted report. If you need the report once it has been
deleted, you must create it again.
Duplicating a Report
To create a duplicate of any report in the report list, right-click on the desired report
and select Duplicate. The duplicate report is given a slightly different name and
placed at the bottom of the category to ensure you can differentiate between the dupli-
cate and the original.
NOTE: If you duplicate a report and then apply a different tariff to the duplicate, you
can easily compare the different call costs between two tariffs.
REPORTER
processor and spreadsheet applications. To access the report data in a particular for-
mat, use the Export option instead (see page 139).
Sorting a Report
You can sort a report in real-time when the report is open in list mode. Sorted fields
display an arrow to indicate the sorting order. An up arrow indicates ascending (A-Z)
order, and a down arrow indicates descending (Z-A) order.
To sort fields, click on the field header. Subsequent clicks on the header will toggle
the sort between ascending and descending order. You can also sort by more than one
field.
NOTE: You can also change the sort order from the report properties (see page 115).
Applying a Filter
To apply a filter to a report, you can either use the Filter page of the Report Properties
dialog (see page 117) or click the Filter ( ) button in the report’s toolbar. Both
options allow you to create a new filter if desired (see page 129). You can also press
ALT + F to display the filter button menu for the active report.
REPORTER
122 Reporter
When in preview mode, the current report will display in the report window. This
view indicates what your report will look like when printed. This mode contains its
own toolbar, which contains various buttons as described in the following table.
Button Function
Jumps to the first page of the report.
Zooms the page so that the width of the page is fully visible in the pre-
view window.
Zooms the page so that the height of the page is fully visible in the pre-
view window.
Zooms in to the page.
Toggles the preview between fitting all of the report's columns into one
page or letting the columns spill onto adjacent pages, if necessary. If this
button appears recessed, all of the columns are forced onto one page.
Displays a menu for scaling the font. Choosing a smaller scale allows
you to fit more text on each page while a larger font displays less.
REPORTER
Displays the page setup dialog that allows you to configure the page set-
tings.
NOTE: Unlike other applications, preview mode does not stop you from using the
report just as if you were in list mode. You can still edit the report's properties, change
filters and the date range, and exporting the report without having to switch back to list
mode.
Once the call summary report is displayed, you can print or export it. If the report on
which the call summary report is based changes, the call summary report automati-
cally updates.
NOTE: Call summary reports will not display in report list mode. In addition, because a
call summary report is not saved, once you close the report on which it is based, the call
summary report is no longer valid.
124 Reporter
Displaying Call Details
In addition to displaying a call summary report, you can also run a call details report
based on a call list report. The call details report displays details about a particular
call in the report. You can also navigate between call segments while in this report.
This allows you to see the path of a call from cradle to grave.
To display the call detail window, either double-click a call record in the report win-
dow or right-click a call record and select Show Details.
Once the call details report is displayed, you can print or export it. If the report on
which the call details report is based changes, the call details report automatically
updates.
The call details report also includes its own toolbar. The available buttons are
REPORTER
described in the following table.
Button Function
Jumps to the first call segment for the call.
NOTE: You can only browse the call segments of a call if Call Segmentation is enabled
in the Call Center Server.
Last Edited The date/time the report was last edited. Editing includes
changing the date range or filter using the toolbar buttons.
Filter Last Edited The date/time the current filter assigned to the report was last
edited. [Unknown] will display if the “All Calls” filter is applied
because that filter cannot be edited.
Tariff Last Edited The date/time the current tariff assigned to the report was last
edited.
Last Ran At The date/time the report was last executed or viewed.
Execution Time The time in milliseconds that it took the report to run. This will
(ms) only display if the report is currently open.
Cache File The name of the report as stored in the cache.
Cache File Size The current size of the cache file in kilobytes. If the cache file
does not exist, [File Missing] is displayed.
# Report Execu- The number of times that this report has been executed.
tions
Average Execu- The average time it has taken to execute this report.
tion Time (ms)
126 Reporter
Field Indicates
# Report Loads The number of times that this report has been loaded from the
cache rather than executed.
Average Load The average time it has taken to load this report from the
Time cache.
# Report Prints The number of times that this report has been printed.
# Report Exports The number of times that this report has been exported, e-
mailed, or published.
# Report Edits The number of times that this report has been edited. Editing
includes changing the date rang or filter using the toolbar but-
tons.
FILTERS
Filters are one of the most powerful features of Reporter. You can create filters to run
REPORTER
report for calls to certain extensions or groups or that rang for a certain time. You can
also filter calls based on their cost, direction, or the DID number dialed by the calling
party.
In previous versions of Reporter, the filter was part of the report. In this version of
Reporter, filters have been separated from reports. You can now apply the same filter
to several reports, enabling you to have one or more filters that provide all of your fil-
tering needs.
Sales (Copy).
128 Reporter
Creating a New Filter
To create a new filter:
1. Open the Filter Manager and
click Add. Or, you can click
the Filter button ( ) on the
report toolbar and select Add
Filter. The Add New Filter
screen is displayed.
2. Select the tab corresponding
to the information you want to
use as the filtering parameters.
Your options are as follows:
• General (see page 78)
• Direction & DID (see
page 79)
• Duration (see page 80)
• Call Status (see page 82)
• Information (see page 83)
• Call Route (see page 84)
• ACD Hunt Groups (see
page 85)
• Transferred Calls (see page 86)
3. Program the information for the selected tabs.
REPORTER
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the
Reporter Real-Time screen.
Editing a Filter
To edit a filter:
1. Open the Filter Manager by clicking the Filter Manager button ( ).
2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter
that you want to edit.
3. Make the necessary changes.
4. Click OK when finished, or click Cancel to exit without saving changes. Once
you have completed editing a filter, any reports that are using the filter will auto-
matically update.
NOTE: If you choose filter options that conflict with your current filter, you can effec-
tively filter out all calls. For example, if you choose the Only process inbound calls fil-
ter option and then apply a filter that filters outbound calls, you will filter out every call,
and the report will be blank.
REPORTER
130 Reporter
TARIFF MANAGER
A tariff provides Reporter with call charge information for a particular telephone
company. Unlike previous versions of Reporter, the latest version has support for mul-
tiple tariffs. This allows you to select a tariff for an individual report so that different
reports can use different tariffs.
In addition, you can create a tariff to process inbound call costs (e.g., for premium
rate or 1-800 numbers). This allows you to estimate the amount of revenue you will
earn from your premium rate lines or the amount that your 1-800 numbers will cost.
NOTE: The call costing functionality provided by Reporter is based on limited informa-
tion provided by telephone companies. Also, carriers can update their tariffs at any time.
REPORTER
so you can create a new tariff.
• Edit: Displays the Edit Tariff dialog
so you can edit the selected tariff.
(You can also access the Edit Tariff
dialog box by double-clicking on the
tariff you want to edit).
• Remove: Removes the currently
selected tariff. You will be prompted
for a confirmation before the tariff is removed.
• Copy: Copies the current tariff and immediately includes it in the tariff list. The
name of the copied tariff is the same as the original tariff except it includes
“(Copy)” after the name. For example, a copy of the Premium tariff would result
in Premium (Copy).
• Set as Default: Sets the highlighted tariff as the default. This tariff is applied to
all reports unless you specify a different tariff.
Click Close to exit the Tariff Manager.
General Tab
The General tab allows you to specify
tariff-wide options about the tariff that
you are creating or editing.
This page includes the following fields:
• Tariff Name: Enter a unique name
for the tariff. Use a name that is eas-
ily identifiable and that indicates
what the tariff is.
• Default Call Setup Charge: Enter
the default setup charge applied to a
REPORTER
132 Reporter
• Default Minimum Length: Enter the default number of digits that are applied to
the Minimum Digit Length setting when a new dial code is created (see
page 136).
REPORTER
— Weekdays: Specify the days of the week to which this charge band applies.
The weekdays selected take precedence over the time period. For example, if
you configure 8:00PM to 8:00AM Monday-Friday, the charge band will end
on Friday at midnight and not count Saturday from midnight to 8:00AM.
Then click OK to save the charge band or Cancel to exit without saving changes.
You are returned to the Add/Edit Tariff dialog.
• Edit: Allows you to edit the selected charge band.
• Remove: Removes the selected charge band from the list. The charge band is
removed immediately. If you removed a charge band in error, you will need to
reconfigure all destinations on the Dial Codes tab with prices for the charge band.
134 Reporter
While in this screen, you can add, edit, or remove dial codes using the following but-
tons:
• Add: Adds another dial code to the list and displays the Call Charge Data dialog,
as shown below.
REPORTER
NOTE: You can specify your local and regional dial codes in the Call Costing tab
of the Options dialog (see page 153). These dial codes are then used when you
create default local and regional cost groups. You cannot enter dial codes in the
tariff that would clash with the default local and regional dial codes specified in the
Options dialog.
— Description: Enter a unique description for the set of dial codes. Use a
description that is easily identifiable.
General Tab), leave this field blank or select [Use default]. Any value
entered in this field will override the tariff’s default discount.
— Minimum Digit Length: Specify the minimum number of digits that the tele-
phone number must have before the charges associated with the dial code are
applied. This feature is used if the same dial code can identify multiple call
types (e.g., local and long distance calls). For example, if 5551212 is a local
call and 5554801212 is a long distance call, then a dial code of 555 would
identify both. If, however, 9 is entered as the Minimum Digit Length for this
dial code, then only the long distance calls, which contain 10 digits, would
be assessed the charges. To use the minimum associated with the tariff (spec-
ified on the General Tab), leave this field blank or select [Use default]. Any
value entered in this field overrides the tariff’s default minimum.
— Charge List: Select the charge band to which the costs apply and then enter
them enter the updated price in the New value field. Click Update for your
change to take effect.
Then click OK to save the call charge data or click Cancel to exit without saving
changes. You are returned to the Add/Edit Tariff dialog.
• Edit: Allows you to edit the selected dial code.
136 Reporter
• Remove: Removes the selected dial code from the list. The dial code is removed
immediately.
NOTE: You cannot remove the default dial code ([All other dialcodes]).
Editing a Tariff
To edit a tariff:
1. Open the Tariff Manager.
2. Highlight the tariff to edit and click Edit.
3. Make the necessary changes in the tabs described in Creating a Tariff.
4. Click OK when finished or click Cancel to exit without saving changes.
NOTE: If you intend to make several changes to a tariff, you may want to copy the tariff
first. That way, if you make a mistake, you can always revert to the original tariff.
Deleting a Tariff
To delete a tariff, open the Tariff Manager. Then select the filter that you want to
remove, and click Remove. At the prompt, click Yes to delete the tariff or No to can-
cel the action. If you click Yes, the tariff will be removed, and any reports that were
using that tariff revert to the default tariff.
REPORTER
NOTE: Once removed, the tariff cannot be retrieved. Also, you cannot remove the
default tariff.
Copying a Tariff
To copy an existing tariff, open the Tariff Manager. Then select the tariff that you
wish to copy and click Copy. The tariff is copied, but the name is changed slightly to
ensure that the names remain unique.
NOTE: If you copy the default tariff, the original tariff remains the default.
NOTE: To assign several trunk lines to the same tariff, select several trunk lines at the
same time either by dragging around the trunk lines to include or by holding down the
CTRL key while you make your selection.
REPORTER
NOTE: Changing the default tariff will not automatically refresh any open reports. You
must refresh the reports manually.
138 Reporter
EXPORT, E-MAIL, PUBLISH, AND IMPORT
With Reporter V3.1, you can export reports to a variety of applications including
Excel, Word, applications that accept Comma-Separated Values (CSV), applications
that accept Hyper-Text Markup Language (HTML), and applications that use Wireless
Markup Language (WML). If you have the Auto Reporter license, you can also e-mail
reports to colleagues or publish reports to the Internet.
To make things easier, Reporter includes three separate wizards, each designed to stop
you through the process of exporting, e-mailing, or publishing reports. It also includes
an Import Wizard designed to assist you in importing data from previous versions of
Reporter or from Reporter Real-Time.
NOTE: If the application to which you are exporting accepts tab-delimited format, it
may be easier to use the Copy command instead.
REPORTER
2. Follow the instructions as outlined in the Export Wizard, clicking Next to navi-
gate through the screens. For details on each screen, see the following sections.
Welcome Page
The Welcome page of the Export Wiz-
ard allows you use any saved settings
from a previous export. If this is the first
time you have used the Export Wizard,
the only available option is [None] . If
you have used the Export Wizard
before, you can either select a saved set-
ting or use [None] to create a new set-
ting. Click Next to continue.
• WAP Page (WML): Outputs the report as a WML (Wireless Markup Language)
file for viewing on a mobile phone or PDA. When exporting to WML, the default
WML template is used, unless you configure advanced settings. Exporting to a
WML page is only supported if you have an Auto Reporter license.
• Director Workforce Management Export: Outputs the report for importing into
Blue Pumpkin Software’s “Director Essential” or “Director Enterprise” Work-
force Management software. Although this export format can be used with any
report, it is intended for the “Director: Calls by Hunt Group” report which out-
puts the last 15 minutes of statistics for each hunt group. Ideally, this format
should be scheduled every 15 minutes. If you configure Director Essential or
Director Enterprise to import the created file every 15 minutes, you can use
Director Essential/Enterprise to provide reports on workforce management.
The wizard automatically creates a default filename based on the name of the report
and the format you have chosen. You can, however, override the filename or use the
ellipsis (…) button to display the standard Windows Open File dialog so that you can
browse for a different filename.
140 Reporter
To customize some of the export settings or to save these settings for later use, select I
would like to configure Advanced Settings before clicking Next. The next page that
displays will vary depending on the file format you have chosen.
If you do not want to customize any of the settings, do not check I would like to con-
figure Advanced Settings and click Finish. The report will immediately export to
the file name/location you specified in this screen.
REPORTER
This is useful if you want the CSV file for text processing. However, this option
is not recommended if you want to perform calculations on the data. For exam-
ple, if you exported a record containing a call duration of five minutes 30 sec-
onds, this option would output the value as “00:05:30”.
• Output numeric values as numbers: Select this option to output numeric values
in the report as numbers. This is useful in performing calculations on the data, but
it can make viewing the data a little harder. For example, if you exported a record
containing a call duration of five minutes 30 seconds, this option would output
the value as 330 (5 minutes x 60 seconds = 300 seconds + 30 seconds = 330 sec-
onds).
• Output numeric values as text and numbers: Select this option to output
numeric values in the report first as formatted text and then in another column as
the actual number. This means that every numeric field in your report will contain
two columns. This option allows you to still view the CSV export easily because
the text is available and perform calculations on the export because the numeric
values are available.
NOTE: It is not recommended that you use ASCII values as separators or delimiters in
your CSV files. This option is provided as an advanced feature for those experienced
users who may require it. During everyday use, however, there is little reason to change
the separators and delimiters from those available in the list.
Export Completion
If you have configured any advance set-
tings, this page will display. In this
screen, you can choose to launch the
exported file upon completion and save
the settings for later use.
REPORTER
142 Reporter
— Insert | Output Filename: Select this option to insert the [Filename] place-
holder into the command line rather than having to type the actual filename
of the exported file. This placeholder is expanded at export time to the full
path of the exported file. This allows you to save your command line settings
and use them for different exports.
— Insert | Output Filename (No Extension): Select this option to insert the
[FilenameNoExt] placeholder, which expands at export time to the full path
of the exported file without an extension. For example, if your export file
was called C:\My Export.csv, this setting would return C:\My
Export. This is useful when you are passing the exported file to an applica-
tion that converts the file into some other format.
— Insert | Report Name: Select this option to insert the name of the exported
report. It inserts the [ReportName] placeholder, which expands at export
time to the name of the report.
— Installed Applications: Select the application that you want to open with the
command line. The menu will list the applications that installation program
detected on your computer. See Opening an Export with Installed Applica-
tions on page 143 for further information.
• Saved Settings: Enter a name for your settings if you want to save them for later
use. Or, select a current setting to overwrite the existing settings. If you save your
settings, the next time you use the Export Wizard, you can choose your settings
to default the export.
Click Finish to export the report using your chosen settings.
REPORTER
Opening an Export with Installed Applications
If you configured the advanced settings of an export in the Export Wizard, you can
choose to open the export file with a given command line. During installation,
Reporter searches for installed applications on your computer and can provide some
default settings for these command lines. The default applications that Reporter
searches for include:
• Notepad: Most of the export formats can be opened in Notepad, which is
installed with Windows. It is not recommended to open Excel or Word docu-
ments with Notepad.
• Excel 2000: All of the default export formats, except for Microsoft Word, can be
opened with Excel 2000.
• Excel 97: Excel 97 can be used to open CSV files and Excel spreadsheets.
• Word 2000 / 97: Word can be used to open to all of the default export formats
except for Excel spreadsheets.
NOTE: You must have a MAPI-compliant messaging system installed and correctly
configured on your computer for this option to work properly. This includes Microsoft
Outlook and/or Microsoft Outlook Express.
144 Reporter
2. Follow the instructions as outlined in the Publish Wizard, clicking Next to navi-
gate through the screens. For details on each screen, see the following sections.
NOTE: You need a destination site for publishing the report. Because creating a site
can require extensive IT experience, it is recommended that you create a site and test it
before publishing.
Welcome Page
The Welcome page of the Publish
Wizard allows you use any saved
settings from a previous publish. If
this is the first time you have used
the Publish Wizard, the only avail-
able option is [None]. If you have
used the Publish Wizard before,
you can either select a saved set-
ting or use [None] to create a new
setting. Click Next to continue.
NOTE: You define the setting names at the end of the wizard.
REPORTER
Site Page
When publishing a report, you
must choose the site where the file
will be published.
Either select an existing site from
the drop-down list or click Add to
create a new site (see page 144 for
instructions).
The site that you choose will affect
where your data is published and
which template is used to convert
your report to HTML or WML.
Click Next to continue.
Filename Page
The Filename page allows you to
specify a destination filename for
your report.
Either enter a filename (no path) or
click the ellipsis (…) button to
invoke the standard Windows File
Open dialog. Once you have a file-
name entered, click Next.
Many web servers do not support
certain characters in filenames. For
this reason, Reporter converts cap-
ital letters to lowercase, converts
spaces to underscores, and removes certain non-alphanumeric characters which are
not supported.
NOTE: Some of the templates provided with Reporter will create several files when
you publish a report. This is often used when publishing to WML (WAP) files because
most mobile devices have very little memory and cannot display large pages. Because
REPORTER
of this, such templates export several files, with each file containing a small number of
records. This leads to a larger number of published files. This is one reason why it is a
good idea for each site to be published to its own folder, even when published to the
same server.
146 Reporter
Ready to Publish Page
In the Ready to Publish page, you
can save your publish settings for
later use. Enter a name for the set-
tings or select an existing setting to
overwrite. The next time that you
use the Publish Wizard, you can
choose from a set of saved set-
tings.
Click Finish. Your reports are con-
verted to HTML or WML and then
published to your web site. If you
have an external web site, you
should ensure that you can connect to the Internet via your local area network or that
your modem is configured for automatically dialing the Internet with your appropriate
configuration.
NOTE: Importing previous version's reports is not recommended because it will create
a filter for each imported report. It may be more convenient to recreate old reports so
that you can take full advantage of all the new features.
REPORTER
To start an import, choose the Import option from the main menu. Then configure the
options as outlined in the Import Wizard. For details about each page, see the follow-
ing sections.
(REPORTS.CVD file).
Once you have selected the import type, click Next to continue.
148 Reporter
When you have chosen your file, click Next.
REPORTER
Import Complete Page
The last page of the wizard
indicates that your data is
being imported. Depending
on the number of items you
have selected to import, the
import could take from a few
seconds to up to a minute.
When the im port is com-
plete, the results are dis-
played in the list. Check the
results to ensure that all your
required items have been
imported.
Click Finish.
150 Reporter
This page includes the following fields:
• Account Code #1 to #4: Enter each of the four account codes that you want to
summarize (one per field). By default, the account codes are set to 666, 777, 888,
and 999.
• Account Code Caption #1 to #4: Each account code you are summarizing can
have a caption, which is displayed by the tile when viewing this statistic. The
caption you enter should uniquely identify the type of summarized account code.
By default, the captions are set to “Code 1,” “Code 2,” “Code 3,” and “Code 4.”
REPORTER
centage of calls answered within
this time, number of calls abandoned within this time, and percentage of calls
abandoned within this time.
• Service Level: Use this field to set the time frame within which all calls should
be answered. This is used to calculate the % Service Level statistic – the percent-
age of calls answered within the service level time.
NOTE: All times on this page can either be entered as “?h ?m ?s” or as “hh:mm:ss.”
Valid examples include “30s” or “00:30” for 30 seconds, “1m 15s” or “01:15” for 1 minute
15 seconds, etc.
NOTE: The Call Rate Period and Short Call Level times can either be entered as “?h
?m ?s” or as “hh:mm:ss.” Valid examples include “30s” or “00:30” for 30 seconds, “1m
15s” or “01:15” for 1 minute 15 seconds, etc.
REPORTER
• Quick Abandoned Calls: Select Ignore abandoned calls that rang for less
than and enter the number of seconds that a call must ring before it is not
ignored. When enabled and a value is set, Reporter will not calculate calls that
were abandoned within n seconds. For example, if you enter “3,” any calls that
are abandoned within three seconds are considered answered, not abandoned.
This feature allows you to ignore calls that were abandoned very quickly. Nor-
mally, an abandoned call reduces your service level because it is counted as a call
that was not answered within the specified time. With this option enabled, how-
ever, calls that rang for less than the Quick Abandoned Time are considered as
answered when calculating the service level.
NOTE: This feature only affects the service level statistics. No other statistics are
altered.
152 Reporter
Call Costing Tab
The Call Costing page allows you to
configure the local dial codes for your
area. Enter a comma-separated list of
area codes that are considered local.
The codes entered here cannot match
any codes included in a tariff (see
page 134); otherwise, an error will
occur.
REPORTER
Normally, “local” call charge records include numbers 2-9, and other numbers are cat-
egorized into different groups, each with its own call charge record. The dial code list
for each record, which does not include the long distance dial prefix (see below), typi-
cally needs to contain a list of area codes for each of the numbers (i.e., the first three
digits).
NOTE: NEVER include the long distance code “1” because Server automatically strips
this digit off of telephone numbers before they end up in a trunk call record.
ALSO: When Reporter prompts for Local Dial Codes at start up, the defaults are 2-9,
211, 311, 511, 811, 1211, 1311, 1511, and 1811. It is recommended that you ADD your
local area codes to this list instead of replacing them.
Licensing Tab
The Licensing tab allows you to select
REPORTER
154 Reporter
• Reporter Pro: Select this option for all report functionality, including ACD
agent support. If the Server has no Pro licenses remaining, it will attempt to use a
Reporter license.
• Demo Mode: Select this option to use Reporter in the demonstration mode. This
mode will not connect you to a Server, but it will use demonstration data stored
on the local hard drive. When selected, you are allowed to choose which license
you wish to demo.
NOTE: Auto Reporter is licensed separately from Reporter and is not an available
option in this screen.
AUTO REPORTER
Auto Reporter is a new module that requires the Auto Reporter license. If you have
purchased this license, you can access Auto Reporter from the main menu of either
Reporter or Reporter Real-Time.
With Auto Reporter, you will receive the following features:
• Scheduled Reporting: Allows you to schedule reports to be run at intervals
ranging from every 15 minutes to once a month. Reports can be automatically
displayed, printed, exported, publish to the Internet, or e-mailed.
• Batch Reporting: Allows you to batch several reports together and perform the
same action on all reports at once. For example, you can print your monthly
reports all at the same time or publish key reports to the Internet every day.
REPORTER
• Report Publishing: Allows you to manually or automatically publish your
reports to the Internet for viewing in a web browser or on a WAP-enabled device.
Your reports can be accessible no matter where you are.
• E-mailing Reports: Allows you to e-mail exported reports to your colleagues
either automatically or at the touch of a button.
In addition, Auto Reporter provides the following features to Reporter Real-Time:
• Statistic Publishing: Allows you to publish up to 25 statistics per schedule to an
HTML or WML file for publishing to the Internet or your Intranet. The files can
then be viewed in a web browser or on a WAP-enabled device.
• Alarm Publishing: Automatically writes any alarms that you have configured
within Reporter Real-Time to an alarm list. You can then publish this list to the
Internet in HTML or WML format for viewing in a web browser or on a WAP-
enabled device. You can also choose to display only certain alarms or alarms over
a given period of time.
• Readerboard Support: Exports up to ten statistics every second to a special file
which Readerboard manufacturers can use to integrate Reporter Real-Time’s sta-
tistics.
NOTE: Because using certain aspects of Auto Reporter requires extensive knowledge
of computer servers, this guide describes how to create schedules only. For detailed
information about other features of Auto Reporter, see the Installation Manual.
NOTE: You can perform all Auto Reporter related tasks from the Auto Reporter main
window, including accessing the Sites and Events dialogs.
REPORTER
156 Reporter
Auto Reporter Main Window
When you select Schedules to access Auto Reporter, the main window is displayed,
as shown below.
Toolbar
Schedule List
This screen allows you to configure your report schedules and includes the following
elements:
• Toolbar: Includes buttons that provide quick access to various features of the
application.
• Schedule List: Displays a list of the current schedules that you have created.
REPORTER
Each of these elements is described in detail in the following sections.
Schedule List
The schedule list shows all of the currently programmed schedules. For each sched-
ule, the following information is displayed:
• Name: Displays the name of this schedule.
• Schedule: Indicates how often this schedule occurs (e.g., “Fire every 15 minutes
from 09:00”).
• Last Ran At: Displays the date/time that this schedule last ran, either because of
a schedule or because it was manually executed.
• Next Fire Time: Indicates the next time that this report is scheduled to execute.
• Action: Displays the action that this schedule will perform on the associated
reports.
If desired, you can right-click on an item in the schedule to display a list of options
that are appropriate for the schedule.
NOTE: You only need to use the Auto Reporter main window to configure schedules.
REPORTER
Once you have closed the Auto Reporter window, schedules will continue to fire accord-
ingly. However, if you close Reporter, the schedules will no longer fire.
158 Reporter
Toolbar
The toolbar contains a number of buttons that let you control Auto Reporter. Some of
the buttons display pop-up menus, while others perform a command immediately. The
following table provides a description of the various toolbar buttons and their func-
tion.
Button Function
Displays the main menu (see page 159).
Displays the Edit Schedule dialog box to allow you to edit the high-
lighted schedule (see page 166).
Deletes the highlighted schedule (see page 166).
Runs the schedule immediately. The schedule will still fire at its next
scheduled time.
Displays the Sites dialog box, allowing you to manage sites (see the
Installation Manual).
Displays the Events dialog that allows you to view recent events (see
the Installation Manual).
Main Menu
To display the main menu, click the main menu button in the toolbar. This menu con-
REPORTER
tains the following options:
• New Schedule: Creates a new statistic schedule and displays the Add Schedule
dialog (see page 160). This is the same as clicking the button in the toolbar.
• New Alarm Schedule: (Reporter Real-Time Only) Creates a new alarm schedule
and displays the Add Schedule dialog (see page 160).
• New Readerboard Schedule: (Reporter Real-Time Only) Creates a new reader-
board schedule and displays the Add Schedule dialog (see page 160).
• Sites: Displays the Sites dialog, allowing you to manage your sites (see the
Installation Manual). This is the same as clicking the button in the toolbar.
• Events: Displays the Events dialog, allowing you to view recent events (see the
Installation Manual). This is the same as clicking the button in the toolbar.
• Enable/Disable Schedule: Enables or disables the highlighted schedule (see
page 166). If you enable a schedule after it fire time has elapsed, the schedule
will immediately run. This option changes depending on the current status of the
schedule.
• Help Topics: Displays Auto Reporter’s on-line help.
Schedules
You can create several different schedules, each designed to perform a different
action. For example, you can have one schedule that sends reports to a printer while
another schedule publishes reports to the Internet. In addition, you can have one
schedule activate several reports, allowing you to batch reports and run them automat-
ically.
160 Reporter
General Tab
The General tab allows you to name the sched-
ule and define how frequently the schedule will
fire. This tab includes the following fields:
• Schedule Name: Enter a unique name that
identifies the schedule.
• Every X Schedule: Select this option to
create a schedule that will fire on an inter-
val basis. Then select the desired interval
and select the units for the interval. For
example, to create a schedule that fires
every hour, enter “1” as the interval and
select Hours as the unit. Or, you could
enter “60” as the interval and select Min-
utes as the unit. You should also choose the
time of day when the schedule should first
fire.
• Every Day of Week Schedule: Select this option to create a schedule that will
fire on a particular day of the week. Then select the day of the week on which
you want the schedule to fire. You can also choose Weekdays, which will fire the
schedule once a day for each weekday, and Weekends, which will fire the sched-
ule once a day during the weekend. You should also choose the time of day when
the schedule should first fire.
• Every Day of Month Schedule: Select this option to create a schedule that will
REPORTER
fire on a particular day of the month. Then select the day of the month on which
you want the schedule to fire. You should also choose the time of day when the
schedule should first fire.
• On Demand: Select this option to fire the schedule only when you select the
schedule in the schedule list and choose Run Now. If selected, the schedule will
not automatically fire.
• Starting At: Specify the time of day when the schedule should start. You can
either enter the time of day in the box or click the ellipsis button to quickly pick
from a list of common times. When scheduling a report to run once a day, this
field denotes the time the report will run each day. When scheduling a report to
run more frequently than once a day, this field indicates the time of the schedule
is first fired. For a schedule that frequently fires, the start time is almost irrele-
vant.
NOTE: This field does not apply if you selected On Demand as the schedule
interval.
intend to schedule first to ensure that your chosen print settings are correct.
— Export reports: Exports the reports to the filenames that you choose when
you configure the action. On a scheduled export, you cannot launch the
exported files either with the default application or with a specific command
line. If you select an export action, click Configure to choose advanced
options for the export (see page 139). Auto Reporter will not accept the
schedule until this is complete.
— Publish reports: Publishes the reports to the site that you choose when you
configure the action. If you select a publish option, click Configure to
choose advanced options for the publishing (see page 144 for programming
details). Auto Reporter will not accept the schedule until this is complete.
See the Installation Manual for a list of Auto Reporter templates.
— E-mail reports: E-mails the reports to the addresses that you choose when
you configure the action. If you select an e-mail option, click Configure to
choose advanced options for e-mailing (see page 144 for information about
the E-Mail Wizard and the following pages for information about additional
screens). Auto Reporter will not accept the schedule until this is complete.
162 Reporter
NOTE: If you click Configure for exporting, publishing, or e-mailing reports, the
appropriate page of the associated wizard is automatically invoked. For example,
if you click Configure for publishing reports, the Publish Wizard is displayed.
REPORTER
If you choose to use a particular profile, you must select the desired e-mail profile.
Auto Reporter will try to locate any configured profiles on your computer. If you can-
not find your profile, enter its name rather than choosing it from the drop-down list.
NOTE: You must choose a profile that does not require any user interaction. Auto
Reporter may need to e-mail reports when you are not at your desk, and if the profile
needs extra information (such as username and password), it will fail to initialize the
profile and will not send the scheduled e-mails. Most e-mail applications do not require
you to logon.
Statistics Tab
The Statistics tab allows you to configure the
statistics that will be displayed on a statistic or
readerboard schedule and includes the following
REPORTER
options:
• Statistics: Displays the statistics that are
currently selected for publishing in this
schedule. This list includes the statistic
name and the filter that will be applied to
the statistic, if any.
• Add: Click this button to display a menu of
statistics that can be added to your sched-
ule. When you select a statistic from the
menu, it is automatically added to the list.
NOTE: You can add a maximum of 25 statistics to a statistic schedule and ten
statistics to a readerboard schedule.
• Remove: Click this button to remove the highlighted statistic from the list.
164 Reporter
• Filter: Click this button to display a list of filters that have been created in
Reporter Real-Time. When you select a filter from the list, it is automatically
applied to the highlighted statistic.
• Action: Displays the action that will be taken to publish your statistic(s). For sta-
tistic schedules, this is “Publish;” for readerboard schedules, this is “Export;” and
for alarms, this is “Publish.”
You can also click the Configure button to configure how your statistics will be pub-
lished or exported. This invokes the Scheduled Publish/Export wizard (see page 139
for Export Wizard information and page 144 for Publish Wizard information). You
must configure your statistics before can accept your changes.
REPORTER
minutes worth of alarm events to publish.
For example, to publish an hour’s worth of
events, enter “60” in this field. When the schedule fires, it publishes all alarm
vents that were created within the specified time period you specify, from the
time that the schedule fires.
NOTE: If you specify a large time period with lots of alarms firing, the schedule
may not be able to publish alarm events for the entire period. This is because the
alarm list has a maximum size of 20,000 alarm events.
• Action: Displays the action that will be taken to publish your statistic(s). For sta-
tistic schedules, this is “Publish;” for readerboard schedules, this is “Export,” and
for alarms, this is “Publish.”
You can also click the Configure button to configure how your statistics will be pub-
lished or exported. This invokes the Scheduled Publish/Export wizard (see page 139
for Export Wizard information and page 144 for Publish Wizard information). You
must configure your statistics before can accept your changes.
Deleting a Schedule
To delete a schedule, highlight the schedule to delete and click the Delete button on
the toolbar. Or, right-click the schedule to delete and select Delete Schedule. At the
prompt, click Yes to delete the schedule or No to cancel the action.
NOTE: Once a schedule has been deleted, it cannot be retrieved without recreating
the original schedule.
Enabling/Disabling Schedules
When you create a schedule, it is automatically enabled and will fire at the subsequent
scheduled fire times. There may be occasions, however, when you do not want the
schedule to fire. During these times, you must disable the schedule.
To enable/disable the schedule, right-click the schedule to disable/enable, and select
REPORTER
NOTE: If the schedule is already disabled, the Disable Schedule option will not be
available. If a schedule is already enabled, the Enable Schedule option will not be
available.
NOTE: Running a schedule before its next scheduled time does not disable the sched-
ule. It will run again at its next scheduled time.
166 Reporter
Reporter Real-Time
Reporter Real-Time (or Reporter RT) is an application that shows real-time external
call statistics, allowing you to see real-time details against all or selected call criteria
on the telephone system. Not only will it show the current extension, agent, and trunk
activity, it will include detailed information such as the caller’s identity, DID number
used, etc. With Reporter Real-Time, you can tell who is involved in a call (including
the distant end), how long the call took to answer, and how long the call has been in
progress. You can also summarize information across the telephone system or by
extensions, agents, or trunks. You can filter information, enabling you to summarize
information based on group, DID number, telephone number, etc. You can also add a
Direct Station Selection (StationViewer) tile, that allows you to monitor the current
call activity of extensions and/or agents.
REPORTER
REAL-TIME
may have to wait several minutes while Reporter Real-Time interrogates the
computer network. Select the CTI Server (Server) to connect, then click Next.
• Extension For Call Control: Enter the supervisor’s extension device number
(not agent ID). If you have connected Server to an Inter-Tel telephone system,
you should also enter the supervisor’s Talk voice mailbox (if the site has a Talk
voice mail system).
• Finished: Click Finish.
You can modify these configurations at any time while running Reporter, as described
in the Installation Manual.
The above is automatically configured for you by the Reporter Real-Time installation
program. However, you should remove the Agent List tile. This cannot be used unless
you have purchased the Pro license (see page 169).
REPORTER
REAL-TIME
Toolbar
Tile Area
Toolbar
The toolbar contains a number of buttons that let you control Reporter Real-Time.
Some of the buttons display pop-up menus, while others perform a command immedi-
ately, as described in the following table.
Button Description
Displays the main menu where you can access most commands (see
page 171).
Immediately saves your settings to disk.
REPORTER
Displays the Add Tile menu, allowing you to add a tile to the Tile Area
REAL-TIME
Holds a call or retrieves a held call at the Call Control extension (see
page 94).
Completes an inquiry transfer from the Call Control extension (see
page 94).
Displays the Auto Reporter menu, allowing you to configure Auto
Reporter schedules (see page 157).
Launches Reporter (see the previous chapter).
Tile Area
The Tile Area is a container for all tiles. You can move the Tile Area around by click-
ing on the light blue background and dragging it.
Main Menu
To access the main menu, select the main menu button ( ) on the toolbar. The fol-
lowing options are displayed:
• Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
• Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 211). This is the same as selecting the Filter Manager button ( ) in
the toolbar.
• Options: This option displays the Configure View dialog box, allowing you to
REPORTER
REAL-TIME
configure global options (see page 211). This is the same as selecting the Options
button ( ) in the toolbar.
• Network: This option displays the Network Settings dialog box, allowing you to
configure the network connection to the CTI Server (Server). This is the same as
selecting the Network button ( ) in the toolbar.
• Help Topics: Displays the help file.
• About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
• Exit: Closes Reporter Real-Time and saves the current configuration.
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want
to remove).
NOTE: The node status dialog is only available when Reporter Real-Time is running in
conjunction with the Inter-Tel telephone system and Server is connected through the
CT Gateway application to a system of networked telephone system nodes. Addition-
ally, Server also needs to be appropriately licensed for the number of telephone system
nodes, as depicted by the “Number of Nodes” license.
To access information on node status, from the main toolbar, click the Node Status
icon ( ).
The following status icons are available for nodes.
Icon Description
Disabled. This status is displayed if the node that the status icon depicts, is dis-
abled.
Waiting for Initialization. This status is displayed if the node that the status icon
depicts is waiting for initialization. The node is in the list of nodes that is to be
processed by Server.
Initializing. This status is displayed if the node that the status icon depicts is
being initialized. Server is currently processing the node.
REPORTER
REAL-TIME
Active. This status is displayed if the node that the status icon depicts is active.
Unlicensed. This status is displayed if the node that the status icon depicts is
unlicensed. Nodes are only marked as being unlicensed if the number of nodes
on the system is greater than the number of node licenses that are available.
Deskboard Tiles
Deskboard tiles are used to display a single call sum-
mary statistic. If you only want to see information for a
REPORTER
REAL-TIME
REPORTER
REAL-TIME
StationViewer Tiles
StationViewer tiles display StationViewer buttons that indicate
the current status of an extension or agent. Each button contains
a lamp (bulb) and an icon that depicts the state of the device. The
device extension and description (usually the username) is also
displayed, allowing you to easily identify who is busy, idle, etc.
StationViewer list tiles are not filtered like other tile types.
The lamp indicators are configurable, allowing you to choose the desired color for
busy, DND, idle, etc. (see page 193). The icons, however, are not configurable and
differ for extensions and agents, as indicated in the following table.
Button Description
An outbound call is ringing on this extension.
REPORTER
REAL-TIME
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions/agents (see the Installation Manual for details).
REPORTER
REAL-TIME
calls handled, etc. The list can also have an associ-
ated alarm, which will notify you when calls on an
extension have been ringing for longer than a speci-
fied period.
This tile uses a color scheme to indicate the status of
calls. For example, the background color of each list
item denotes whether the call active on the extension
is inbound or outbound, while the foreground color
of each item denotes whether the call is answered,
ringing, or on hold.
BUTTON DESCRIPTION
When you are viewing the information in the report format, you can sort the informa-
tion in the columns by selecting the column header. This will toggle between ascend-
ing and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the extension numbers based on the number of calls in,
select Calls In first, then hold down the SHIFT key and select No/ID.
You can also auto-size a column by selecting the column header while holding down
the ALT key.
This tile displays various statistics per agent using either icons or a report list. In addi-
tion to displaying information, such as the Caller ID of the call at the agent extension,
the tile can display summary information for each agent, such as total time logged
in,% busy time, etc. The list can also have an associated alarm, which will notify you
when the agent has been in a particular state for longer than a specified period.
BUTTON DESCRIPTION
When you are viewing the information in the report format, you can sort the informa-
tion in the columns by selecting the column header. This will toggle between ascend-
ing and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the agent extension based on the number of completed
calls in, select Completed Calls In first, then hold down the SHIFT key and select No/
ID.
You can also auto-size a column by selecting the column header while holding down
the ALT key.
REPORTER
REAL-TIME
This tile displays various statistics per trunk using either icons or a report list. In addi-
tion to displaying information, such as the Caller ID of a call on the trunk, the tile can
display summary information for each trunk, such as calls handled, average ring time,
etc. The list can also have an associated alarm, which will notify you when calls on a
trunk have been ringing for longer than a specified period.
This tile uses a color scheme to indicate the status of calls. For example, the back-
ground color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON DESCRIPTION
When you are viewing the information in the report format, you can sort the informa-
tion in the columns by selecting the column header. This will toggle between ascend-
ing and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the trunk line number based on the extension where the
call first rang, select First Rang On first, then hold down the SHIFT key and select
No/ID.
REPORTER
REAL-TIME
ALSO: You can double-click on a tile in the list to select that tile type and auto-
matically proceed to the next page of the wizard.
• Choose a Statistic: Select the statistic you want to display in the tile, and click
Next.
• Choose your Statistics: Select the statistics you want to display if you selected
the Multi Stat or Graph (Multi Stat) tile type, and click Next. You have the fol-
lowing options:
REPORTER
REAL-TIME
— To add a statistic, highlight the statistic in list box on the left and click Add.
The statistic will appear in the list box on the right.
— To remove a statistic, highlight the statistic in the list box on the right and
click Remove. The statistic will appear in the list box on the left.
NOTE: When creating a Graph (Multi Stat) tile, you can only choose statistics that
use the same unit of measurement (e.g., time, number, etc.). You can initially
choose any statistic to add, but you will not be allowed to add subsequent statis-
tics unless the units are the same. The Add button is grayed-out if you have
selected a statistic that uses different units.
REPORTER
REAL-TIME
REPORTER
REAL-TIME
tings (see page 73 for details).
Click OK to save your settings, or click Cancel to exit without saving
changes. You are returned to the Multi Stat Properties page.
NOTE: You can remove or move more than one statistic at a time. To select sta-
tistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
4. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is added to the Tile Area.
details on filters.
REPORTER
REAL-TIME
a submenu displays all statistics of
that type. Selecting a statistic auto-
matically adds it to the end of the list,
using the defaults for that statistic.
NOTE: You cannot graph statistics that use different units, and Reporter Real-
Time will restrict the available statistics based on your current selection. If you are
creating a new tile, you can initially select any statistic. Once you have added that
statistic, however, the Add menu will only display those other statistics that utilize
the same units. If there are no other statistics available, the Add button will be dis-
abled (grayed-out).
NOTE: You can remove or move more than one statistic at a time. To select sta-
tistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
• Graph Style: Use the drop-down list to select the style of graph you want to
display. The available options depend on the data you are including.
To change a statistic’s color, click on the color box, or select the statistic and press
the space bar on your keyboard. Then make your selection from the list of avail-
able colors that displays.
5. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is included in the Tile Area.
REPORTER
REAL-TIME
the total time period the graph
will display (i.e., including cur-
rent and historical data). For every interval (specified by the Update Fre-
quency), Reporter Real-Time will calculate the total, average, minimum, and
maximum values for the statistic and plot these on the graph. Your selection
is displayed to the right of the slider, allowing you to choose to graph only
the last few seconds of data or as far back as the start of the day (i.e., mid-
night).
ues, if applicable.
• Minimum Value: Use the
drop-down list to select the
color to use for minimum val-
ues, if applicable.
• Style: Use the drop-down list to choose the format of the graph. Your options
are Bar Graph, Area Graph, or Line Graph.
7. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
REPORTER
REAL-TIME
use to override the scale selected
by Re porter R eal-Time and
enable the other fields in this
page. If you do not select this option, Reporter Real-Time will automatically
choose the scale that fits all of the data in the graph’s window.
• Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.
ALSO: The title of the second tab changes depending on which StationViewer list
mode you select. For example, if you select Agent List, the second tab changes
from Extensions to Agents.
REPORTER
REAL-TIME
the available devices and their asso-
ciated descriptions. Select a device
to automatically add it to the end of
the list.
NOTE: You can remove/move more than one extension at a time. To select
extensions that are displayed next to each other, hold down the SHIFT key while
selecting the first and last extension you want to highlight. To select extensions
that are not listed consecutively, hold down the CTRL key while making your
selection.
REPORTER
REAL-TIME
extension/agent/trunk using a
large icon. The requested fields,
as specified in the Fields tab, are
shown below this icon, and
extensions are grouped in a grid
format.
• Use Small Icon View: Select
t h i s o p t i o n t o d is p l a y e a c h
extension/agent/trunk using a
small icon. The device number
and description are shown next to this icon, and extensions are grouped in a
grid format.
NOTE: This option is not available if you are creating a Trunk List tile.
• Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
REPORTER
REAL-TIME
display the Add New Filter dialog, which will allow you to create a new fil-
ter. If you create a new filter, it is automatically selected as your preferred
filter for this tile. If Always show the same items is checked, only the Exten-
sion/Trunk or Agent list part of the selected filter will be used (i.e., the
extensions/trunks or agents listed in the General page of the filter). See
page 211 for details on filters.
NOTE: The fields in the Call Colors tab are only enabled if the Color and alarms
based on call state option is checked in the General tab (see page 196).
REPORTER
REAL-TIME
NOTE: The fields in the Agent Colors tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab (see
page 196).
ALSO: This tab is not available if you are creating a Trunk List tile.
REPORTER
REAL-TIME
Settings button will be enabled (see page 73 for information on programming
alarms). To deactivate the alarm, deselect this option.
• Alarm busy (e-mail) state: Select this option to enable an alarm for any
agent who is in the busy (e-mail) state for a certain period of time. Once
selected, the Alarm Settings button will be enabled (see page 73 for informa-
tion on programming alarms). To deactivate the alarm, deselect this option.
• Alarm wrapup (call) state: Select this option to enable an alarm for any
agent who is in the wrapup state for a certain period of time. Once selected,
the Alarm Settings button will be enabled (see page 73 for information on
programming alarms). To deactivate the alarm, deselect this option.
NOTE: The fields in the Agent Alarms tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab (see
page 196).
ALSO: This tab is not available if you are creating a Trunk List tile.
BUTTON DESCRIPTION
This field is not
sorted.
REPORTER
REAL-TIME
NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays No/ID [1] and
Calls In [2], the list is first sorted based on the No/ID field and then sorted again
based on the Calls In field while maintaining the integrity of the first sort. The infor-
mation in this page only applies to lists that are using the large icon or report view,
as selected in the General page.
NOTE: You can remove or move more than one statistic at a time. To select sta-
tistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.
8. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.
REPORTER
REAL-TIME
select the extension or agent you
want to monitor within the Detail
Tile. Or, enter the device number
in the text box.
• Call Information: Select this
option to display information
about the current call that is
active on the chosen device.
• Graph of Agent Status Times:
Select this option to display a pie
chart depicting the total time the
device is in different agent states (e.g., busy, DND, wrapup, etc.).
Editing a Tile
To edit a tile:
1. Double-click on that tile’s statistics, or right-click on the tile and select Proper-
ties from the shortcut menu.
2. Change the settings as desired.
3. Click OK when finished, or click Cancel to exit without saving changes.
Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove. At the
prompt, click Yes to remove the tile or No to cancel the action.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 100 in the RealViewer section).
Moving Tiles
You can move tiles by clicking and dragging on the tile’s caption. You can also move
tiles, except the list tiles and StationViewer tiles, by clicking and dragging anywhere
on the tile itself.
NOTE: The list tiles (i.e., Extension, Agent, and Trunk) have call control functionality. If
you click on the list itself (i.e., not the caption), the call control shortcut menu will display
(see page 206).
Zooming Tiles
You can “zoom” in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window. To zoom a tile, double-click on its caption,
or right-click on the tile and select Zoom. On some systems, you can zoom the tile by
single-clicking the tile with the “Wheel” button of the mouse. Repeating the zoom
action will unzoom the tile.
Switching Tiles
The View ( ) button is similar to the Window menu used in standard Windows
applications. When you select this button, a list of tiles in the Tile Area displays. To
“switch” to a particular tile, select it from the list. The focus will then shift to the
selected tile.
REPORTER
REAL-TIME
ing Paste. The tile will be pasted next to the tile where you right-clicked to perform
the paste.
NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.
Arranging Tiles
You can control the way Reporter Real-Time arranges tiles on your screen.
To arrange tiles in a grid, click the button in the toolbar. The tiles are automati-
cally arranged in a grid, as shown below.
REPORTER
REAL-TIME
To arrange tiles as rows, click the down arrow next to the button in the toolbar
and select Tile In Rows. The tiles are automatically arranged in one column with one
row for every tile, as shown below.
REPORTER
REAL-TIME
CALL CONTROL
A special feature of the list tiles is the ability to con-
trol calls from the supervisor’s terminal. This is
achieved by using the call control menu, which is
accessed by clicking on a device in an Agent, Exten-
sion, Trunk List tile, or StationViewer tile (see
page 94 for StationViewer call control). The options
available in the menu will vary depending on the state
of the device selected.
You can also handle calls at your own extension using
various toolbar buttons (see page 170). This feature is
available only if using a Reporter or Pro license.
Before using the Call Control functionality, you must
specify your extension in the Call Control page in the
Configure View screen (see page 211). You should also identify the mailbox that will
REPORTER
REAL-TIME
Call Now
To call an extension or agent in the list, click on the device you want to call, and
select Call Now from the menu. This will make an internal call from your extension to
the selected device.
NOTE: This does not automatically answer the call at the selected device.
Send Call To
To transfer or redirect a call at the selected agent, extension, or trunk to any other
extension in the telephone system:
1. Click on the device where the call is
currently active, and select Send
Call To. The Transfer Call To dia-
log displays.
2. Use the drop-down box to select the
extension that will receive the call.
Or, you can enter the name or
extension number of the person to
receive the call. If you enter the
name/number in the text box, a list
of matching extensions/names are displayed, along with the status of that exten-
sion. This allows you to choose a person who is available before you transfer the
call.
3. Click OK to transfer the call, or click Cancel to return the call to the original
extension.
Other
If you do not see the desired option in
the call control menu, select the Other
menu item. This displays additional
call control features, as described
below.
REPORTER
Answer REAL-TIME
To answer a call ringing at the selected agent or extension, select Answer. This con-
nects the ringing call to the selected agent or extension (i.e., it does not connect you to
the ringing call), regardless of whether or not anyone is present at the extension.
Release
To drop all calls at the selected agent, extension, or trunk, select Release. This com-
mand takes immediate affect (i.e., no warning is given) and should be used with cau-
tion.
4. Click OK to log the agent out, or click Cancel to cancel the action.
Assert Log Out All
To force all agents to log out from all groups at all extensions, select Assert Log Out
All. The telephone system does not update Server with current agent states when the
Server starts, and Call Center may think agents are not logged in when they actually
are. This call control feature helps resolve this problem by forcing everyone to log
out.
Log In
To log an agent in at an extension:
1. Select Log In. The Agent Login dia-
log displays.
REPORTER
REAL-TIME
4. Click OK to log the agent in, or click Cancel to cancel the action.
4. Click OK to log the agent out, or click Cancel to cancel the action.
Enter DND
To change a device’s status to DND, click on the device for which you want to change
the status, and select Enter DND.
REPORTER
The device is placed in wrapup (call) mode.
This agent state is used to depict that an agent is currently logged in, but not available REAL-TIME
for answering calls because they are finishing activities related to the previous call
(although no call is currently active with the agent).
Monitor
You can listen to conversations at other exten-
sions. This feature must be enabled on the tele-
phone system before it will function correctly
within Call Center.
Silent Monitor
To monitor an extension from Reporter Real-
Time, select the agent or extension that you wish
to monitor, and then select the Silent Monitor
option. The extension will then be monitored
from your extension until the monitoring call ends. If the telephone system has been
configured accordingly, the extension user is not aware that they are being monitored.
NOTE: This option will be grayed-out if the agent or extension is not currently on a
call.
NOTE: To use the Record This Call option correctly, the Mailbox User-keyed Exten-
sions flag in the telephone system must be enabled for all extensions. This flag allows
calls to be recorded at one extension into a different mailbox. If this flag is disabled,
calls will be recorded to the mailbox where the call was active.
ALSO: Certain or all types of call monitoring capability may be disabled on the tele-
phone system due to local by-laws/regulations, etc.
REPORTER
REAL-TIME
• Durations: (see page 98)
• Tiles: (see page 100)
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.
NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.
NOTE: Before you install Intelligent Router, please ensure that Server is installed and
configured correctly on the CTI Server computer.
ALSO: Intelligent Router requires the Call Segmentation feature. For information on
enabling this feature, see the Server chapter of the Installation Manual.
No No No
INTELLIGENT
ROUTER
Rules
A Rule defines how its associated conditions are evaluated, which determines whether
or not the related action is executed. When defining rules, you can select a specific
rule type (e.g., trunk call routing, extension/agent DND changed, etc.), the type of
device affected (i.e., extension/group or agent ID), and other various parameters.
Once the rule is programmed, you can assign conditions that must be met before the
desired action is executed.
Conditions
Conditions provide specific and flexible call routing capabilities. Each condition is a
programmed parameter that must be met before an Action is fired. For detailed call
routing, you can assign multiple Conditions to the same Rule or use Placeholders to
further define the Condition.
Actions
Actions are executed when a Rule is evaluated and all Conditions are met. With Intel-
ligent Router, you can select from a variety of actions, including Answer Call, Route
Call, Release, etc. You can also assign Placeholders to an Action to ensure the opera-
tion is based on current information (e.g., time, calls in queue, etc.).
Placeholders
Intelligent Router includes Placeholders, which allow you to assign additional param-
eters to a Condition or Action. For example, you can route a call based on the fields
assigned in the Telephone Import screen in Server. You can also route calls based on
different statistics, including the current time, number of calls, etc.
PLATFORM SUPPORT
The Intelligent Router is a 32-bit application and is not supported on 16-bit platforms.
Currently, the Intelligent Router supports Windows 95, 98, ME, 2000, Windows NT
(Version 4 and later), and XP.
INTELLIGENT
ROUTER
NOTE: If using e-mail actions, you must also have a MAPI-compliant e-mail applica-
tion installed on the PC running Intelligent Router.
ALSO: Increase the requirements if installing the Intelligent Router on the same com-
puter that is running Call Center Suite Server. This is especially important if you have
enabled logging, which requires additional disk space, on Intelligent Router or Server.
INTELLIGENT
ROUTER
NOTE: When Intelligent Router starts for the first time, the Internet connection wizard
appears. You must supply the following information, then click Next to proceed through
the wizard:
• Name
• Internet E-mail address
• E-mail Server Names (Incoming and Outgoing)
• Internet Mail Logon information (account name and password)
Once this information has been configured for the first time, you will not be prompted
for it again.
INTELLIGENT
ROUTER
INTELLIGENT
ROUTER
You can setup the CTI Server network information either manually or automatically
using this screen, as described in the following sections.
INTELLIGENT
ROUTER
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.
Manual Configuration
To manually setup the CTI Server network information:
1. Select the available network protocol to use for communicating with the Server.
2. Enter the network name of the CTI Server in the Server field. If connecting using
NetBIOS, this will normally be similar to “CTISERVER1.” If connecting using
TCP/IP, it will normally be “CTISERVER-01.”
3. Select the port number used to access the Server.
4. Enter the location of the CTI Server (Server) database. To browse for the data-
base path, click the ellipsis (...) button.
5. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
6. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.
INTELLIGENT
ROUTER
Titlebar
Toolbar
Tile Area
NOTE: Your Intelligent Router window may have more tiles displayed in the Tile Area,
depending on the configuration (see page 224 for details).
Titlebar
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if Intelligent Router is Off-Line. Off-Line indicates that
Intelligent Router has not yet connected to the Server, and it is not ready to display
INTELLIGENT
ROUTER
calls from/to your extension device. Intelligent Router may be Off-Line if your net-
work supervisor has closed down the network or if the server has been shutdown or is
not physically connected to the network.
Button Description
Displays the Main Menu (see page 222).
Activates the Rule Manager for creating and editing Rules (see
page 229).
Displays the Filter Manager for creating and editing filters (see
page 240).
Displays the Options dialog (see page 228).
Sets the view mode to Two Tile View (see page 224).
Sets the view mode to Four Tile View (see page 224).
Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
based on your view mode.
INTELLIGENT
ROUTER
Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile or Rule in the Tile Area, as shown
below.
Shortcut
Menu
INTELLIGENT
ROUTER
• Disable This Rule: Disables the Rule (i.e., it is not evaluated, and the action is
not executed). If the rule is already disabled, this option displays Enable This
Rule (see page 239).
NOTE: When using the shortcut menu to perform an action on a particular rule (e.g.,
to delete a rule), you must right-click on the rule you want to modify (e.g., the rule you
INTELLIGENT
ROUTER
want to delete).
You can also apply filters to the Trunk List and Multi-Stat tiles, as described on
page 87.
INTELLIGENT
ROUTER
To arrange tiles as columns, click the down arrow next to the button in the tool-
bar and select Tile In Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.
INTELLIGENT
ROUTER
Zooming Tiles
You can “zoom” in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the “Wheel”
button of the mouse. Repeating the zoom action will unzoom the tile.
NOTE: The Set as default profile and Show Logon screens for all information services
options are only available if you click the Options button.
INTELLIGENT
ROUTER
Rule Manager
The Rule Manager lists the currently available Rules and provides access to program-
ming options.
To display the Rule Manager, click the Rule
Manager button ( ) on the toolbar, or select
Rule Manager from the Main Menu ( ).
While in the Rule Manager screen, you can add,
remove, and edit Rules using the buttons
described below:
• Add: Displays the Add Rule dialog so you
can create a new Rule (see page 230).
• Edit: Displays the Edit Rule dialog so you
can edit the selected Rule (see page 239).
(You can also access the Edit Rule dialog
box by double-clicking on the Rule you
want to edit).
• Move Up/Move Down: Moves the selected rule up or down one position in the
list. Because rules are evaluated from top to bottom, make sure the more specific
rules are listed first, followed by general rules.
• Remove: Removes the currently selected Rule. You are prompted for a confirma-
tion before the Rule is removed (see page 239).
• Remove All: Removes all Rules included in the list box. You are prompted for a
confirmation before the Rules are removed.
General
This page allows you to specify the
Rule parameters, which includes the
following:
• Rule Name: Enter a unique
name for the Rule, which is dis-
played in the Rule Manager and
in the Rule List tile.
• Rule Type: Use the drop-down
box to select the type of Rule
you want to apply. The avail-
able fields in the Parameters
section of the screen will
INTELLIGENT
Trunk Call Routing* Routing Type When the trunk call is routed. Your
options (and any additional pro-
gramming) are as follows:
• Always
• On Busy
• No Answer – indicate how long
the call must ring before it is
routed.
• On Queue Length – indicate
how many calls must be in the
queue before calls are routed.
• Below Service Level – indicate
the service level percent and the
number of inbound answered
calls that must be reached
before the call is routed.
• Below Service Level Today –
indicate the service level percent
and the number of inbound
answered calls that must be
reached before the call is routed.
Trunk Call Offered No additional parameters
Trunk Call Abandoned No additional parameters
Trunk Call Recording Every x The number of calls that must be
Answered answered before a call is recorded.
Calls
Trunk Call Rejection Number List The outside numbers that the Rule
will reject.
Trunk Call Refused No additional parameters
INTELLIGENT
Trunk Call Talk Time Talk Time The amount of time (hh mm ss) that
ROUTER
* * This rule is only evaluated when the trunk line call segment directly alerts an
extension or agent ID (i.e., it is not evaluated if the call arrives through a hunt group).
Use the Trunk Call Offered Rule to create a rule that evaluates all trunk calls offered
to an agent or extension.
** You must click the Set Schedule button to display the parameters.
• Category: Select the category to which this Rule applies, if desired. If no catego-
ries are listed, click Add to create a new category. You can also change existing
categories by clicking the Change button. The Category field is provided so that
you can create your own categories with different formats for easy viewing. See
page 244 for more information on adding and changing categories.
NOTE: If you select Trunk Call Active as the Rule Type, the following fields are not
available.
• Extension/Group: Select this option if you want the Rule evaluated for exten-
sions or groups.
• Agent ID: Select this option if you want the Rule evaluated for agent IDs.
• Extension(s)/Group(s) or Agent ID(s): Enter a comma-separated list of exten-
sions, groups, or agent IDs (depending on the device you previously selected) to
include in the Rule. You can also use the drop-down list to select devices, which
are intelligently added to or removed from the list. The list you enter can include
ranges or individual device items. For example, if you entered “200-
204,207,209” the Rule would include extensions 200, 201, 202, 203, 204, 207,
and 209.
For a detailed description of Rule types and their associated default actions, see
page 252.
Action
This page allows you to specify
the Action, or event, that occurs
provided the Conditions of the
Rule are met.
When you select the Action, the
Parameters section displays the
required fields. Each Action and
INTELLIGENT
(via
ROUTER
phone system.
Monitor Monitor Type Silent monitor.
Call Extension/Group or Agent ID Affected device type.
Monitor Call From Device used to monitor the call.
When file exceeds this size The action that is taken once the
maximum file size is exceeded.
Run/Shell Filename Program path and filename.
Execute Arguments Command arguments specified
when starting the file, if any.
Start Directory Directory where the file will be
opened.
Play WAV Filename Program path and filename.
File
Transfer Extension/Group or Agent ID Destination device type.
Call (One Destination Destination extension number or
Step) outside number. If using an outside
number, you must include the out-
bound dial prefix (e.g., 8).
Override Mailbox Voice Mailbox number to use if the
call is manually forwarded to voice
mail or if the destination device is a
voice mailbox.
Set FWD Extension/Group or Agent ID Forwarded device type.
INTELLIGENT
State
ROUTER
Exclusive No parameters
Hold/Sys-
tem Hold
Retrieve No parameters
Call
Make Call Number to Dial Dialed digits. If dialing an outside
number, you must include the out-
bound dial prefix (e.g., 8).
Extension/Group or Agent ID Dialing device type.
Make Call From Dialing extension number.
Condition
This page allows you to specify certain Conditions, or parameters, that must be met
before the Action is fired.
To add a Condition:
1. Click the ellipsis ( ) button to view
a menu of available parameters. When
selected, the parameter appears in the
text box.
2. Complete the fields provided based on
the Condition you selected.
3. Assign the comparators and/or place-
holders, if necessary, as described in the
following sections.
4. Click Add. The Condition is displayed in the list box.
NOTE: If you create more than one condition, you can use the up/down arrow
buttons to change the order in which the conditions are evaluated. Conditions are
evaluated from top to bottom.
INTELLIGENT
ROUTER
Comparators
You can assign a comparator to certain Conditions to ensure the Action is fired only
when a specific value is met.
To assign a comparator:
1. Select how you want the value evaluated. For example, if you want the Action to
fire only when a value is exceeded, you would select the > comparator.
2. Select Numeric, Text, Date (Time), or Duration to indicate the type of compari-
son.
3. Enter the value(s) to which you will compare the information. If you selected
Between in the Type of comparison field, you must enter two values in the text
boxes provided. If you selected Remainder, you must enter the value that will be
divided into the information (e.g., 2) and the value of the desired remainder.
Placeholders
With Placeholders, you can assign a dynamic parameter, such as agent status, to an
Action or Condition. When the Rule is evaluated, the Placeholder is replaced with the
current information.
For example, you can route a call to a different extension based on the incoming num-
ber dialed using the telephone import data programmed in Server. Suppose that Field
6 in the Server contains the extension number of the agent that is assigned to a partic-
ular customer. To ensure customer calls are routed to their assigned agent, use the
Field 6 placeholder (under Call Details) in the Destination field of the Action tab.
INTELLIGENT
• Trunk Based
• Extension Based
• Agent Based
• Call Summary
NOTE: The Placeholder options change depending on the Rule type selected.
Editing Rules
To edit a Rule:
1. Select Edit Rule from the shortcut (right-click) menu, or double-click on the
desired Rule. If in the Rule Manager screen, highlight the Rule and click Edit.
The Edit Rule screen is displayed.
2. Make the necessary changes.
3. Click OK when finished, or click Cancel or Close to exit without saving
changes. If you edited a Rule using the Rule Manager, you are returned to the
Rule Manager screen. If you edited a Rule using any other option (e.g., shortcut
menu), you are returned to the main screen.
Deleting Rules
To delete a Rule:
1. Select Delete Rule from the shortcut (right-click) menu. If in the Rule Manager
screen, highlight the Rule and click Remove.
2. At the prompt, click Yes to delete the Rule or No to cancel the action.
You can also delete all rules in a Rule List by clicking Remove All in the Rule Man-
ager screen. Because you cannot retrieve a Rule once it is deleted, you are prompted
for a confirmation.
Enabling/Disabling Rules
Because you may not want to continuously evaluate every Rule, Intelligent Router
INTELLIGENT
has an enable/disable function. This allows you to disable a Rule without having to
ROUTER
Filter Manager
The Filter Manager lists the currently available filters and provides access to pro-
gramming options.
To display the Filter Manager, click the Fil-
ter Manager button ( ) on the toolbar or
press CTRL + F. Or, select Filter Manager
from the main menu ( ).
While in the Filter Manager screen, you can
add, remove, edit, and copy filters using the
buttons described below:
• Add: Displays the Add Filter dialog so
you can create a new filter (see
page 77).
• Edit: Displays the Edit Filter dialog so
you can edit the selected filter (see
page 70). (You can also access the Edit Filter dialog box by double-clicking on
the filter you want to edit).
• Remove: Removes the currently selected filter. You are prompted for a confirma-
tion before the filter is removed (see page 70).
• Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
“(Copy)” after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
INTELLIGENT
ROUTER
The icons to the left of the Rules depict whether the Rule is currently enabled or dis-
abled, as described in the following table.
Icon Indicates
BUTTON DESCRIPTION
This field is not sorted.
NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays Category [1] and
Action [2], the list is first sorted based on the Category field and then sorted again
based on the Action field while maintaining the integrity of the first sort.
To change the sorting order, select the sort button of the field you want to
sort, and make your selection from the menu.
INTELLIGENT
ROUTER
FIELD INDICATES
• Remove: Removes the selected parameter from the list. Because you cannot
permanently remove the parameter, you are not prompted for a confirmation.
• Move Up/Down: Moves the selected parameter up/down in the list. If you
move more than one parameter at a time, the selected parameters are kept in
the same order relative to each other.
INTELLIGENT
NOTE: You can remove or move more than one field at a time. To select fields
ROUTER
that are displayed next to each other, hold down the SHIFT key while selecting the
first and last field you want to highlight. To select fields that are not listed consecu-
tively, hold down the CTRL key while making your selection.
3. Click OK to save your settings, or click Cancel to exit without saving changes.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.
INTELLIGENT
ROUTER
Editing a Category
To edit a category while in the Properties dialog box:
1. Highlight the category you want to edit, and click Edit. The Edit a Category dia-
log box is displayed.
2. Make the necessary changes.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Properties dialog box.
INTELLIGENT
ROUTER
2. At the prompt, click Yes to delete the category or No to cancel the action.
The icons to the left of the Events depict whether or not the Event was successful, as
described in the following table.
Icon Indicates
The Event was successful (i.e., the Action was
executed).
The Event was not successful (i.e., the Action was
not executed).
INTELLIGENT
ROUTER
FIELD INDICATES
Event Color
You can also configure the colors used for each event based on whether or not it was
successful. This allows you to glance at the tile and determine which events have
failed and/or succeeded.
To configure event colors for the Event List tile:
1. Select Properties from the shortcut menu (right-
click). The Properties dialog box is displayed.
2. Select the Event Color tab.
3. Complete the following fields:
• Foreground Color: Select the foreground
INTELLIGENT
events.
•Background Color: Select the background
colors used to identify successful and failed
events.
4. Click OK when finished, or click Cancel to exit without saving changes.
This tile uses a color scheme to indicate the status of calls. For example, the back-
ground color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON DESCRIPTION
To configure a Trunk List tile, select Properties from the shortcut menu (right-click).
The Properties dialog box is displayed. This screen presents the following tabs:
INTELLIGENT
ROUTER
• General: To configure the general properties of the Trunk List tile, refer to
page 195.
• Call Colors: With the Call Colors tab, you can assign different colors to calls
based on their direction and status. This allows you to quickly see the current sta-
tus of the trunks included in the list. See page 197 for configuration information.
Call Alarms
The Trunk List tile can have an alarm applied to one or more statistics. If the statistic
falls within a given range, the alarm is triggered. You can configure the alarm to flash
the associated tile, play a sound, write a message to an alarm log, and/or activate the
Trunk List tile.
To configure the call alarms:
1. Select Properties from the shortcut menu (right-click). The Properties dialog box
is displayed.
2. Select the Call Alarms tab, and complete the following fields:
• Enable the Alarm: Select this option to enable the alarm. You can also
deactivate a firing alarm by deselecting this box.
• Alarm Settings: Click this button to program the alarm settings (see the fol-
lowing section). The alarm you program, however, will not fire unless you
select the Enable the alarm option.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.
For information on setting alarms, see step 4 on page 73.
To deactivate and/or disable the alarm, deselect the Enable the alarm option in the
Properties dialog box.
Fields
Using the Properties option in the shortcut menu, you can select the fields you want
displayed in the Trunk List tile. You can also sort the fields and change the order in
which they are displayed. For information on configuring the fields, see page 242.
INTELLIGENT
ROUTER
To configure a Multi-Stat List tile, select Properties from the shortcut menu (right-
click). The Properties dialog box is displayed. This screen presents the following tabs:
• General: To configure the general properties of the Multi-Stat tile, refer to
page 184.
• Statistics: This page displays the currently available statistics, indicating their
color and whether or not they have an associated alarm. See page 185 for config-
uration information.
INTELLIGENT
ROUTER
Rule Types
The following table lists all of the Rule types and their associated evaluation condi-
tions, parameters, and default action. Unless indicated, all Rule types are evaluated
every rule evaluation period, which defaults to 500 milliseconds.
Trunk Call Routing • Trunk call segment starts Route the trunk call.
and alerts or queues at a
device.
• Trunk line call segment
starts alerting or queuing at
a different hunt group.
Trunk Call Offered • A trunk call starts and the Route the trunk call.
last alerted device is valid.
• The last alerted device
changes for a trunk call.
Trunk Call Recording* Trunk line call segment is Record the active trunk
answered at a specified exten- line call.
sion or agent ID.
Trunk Call Rejection Trunk line call is made from the Release (end) the
specified extension or agent trunk call.
ID.
Trunk Call Refused* Trunk line call is “refused” (e.g., Set ACD agent state to
redistributed to another hunt DND.
group member) at a specified
extension or agent ID.
Extension/Agent ACD Extension or agent exceeds a Set ACD agent state.
State Threshold particular time in the specified
agent state.
Scheduled Evaluation time entered is met. None.
Trunk Call Talk Time Trunk line call is answered at a Send E-Mail**.
INTELLIGENT
ID.
Account Code Account Code is entered by an Update trunk call infor-
Entered extension or agent ID. mation.
Trunk Call Answered* Trunk line call is answered at a None.
device.
INTELLIGENT
ROUTER
ACTION FUNCTION
Route Call Deflects a call to the first available device found within the
extension/agent list specified.
Answer Call Answers the call at the device for which a particular Rule
has fired.
Record Call Records a call at the specified extension or agent ID.
Release Releases all calls at the specified device, and forces the
device into an on-hook state.
Set ACD Agent Sets the ACD agent state at the specified device.
State
Send E-Mail* Sends an e-mail to a specified list of addresses.
Update Trunk Call Updates the information stored internally by Server against
Information the current trunk call.
Distribute Call to Allows the balanced delivery of trunk line calls to a “Skills
Skills Group Group,” which you or the installer should define in the device
list.
Set Account Code Sets the specified account code at a device.
Monitor Call Allows you to monitor a trunk line call at the specified
device.
Dial DTMF Tones Dials DTMF digits at the specified device.
Write To Text File Writes messages and information to a .txt file.
Run Executable Executes the specified file on the computer running Intelli-
gent Router. This can be any executable file on a remote
network drive, although it would still run on the Intelligent
Router PC.
Play.WAV File Plays a.wav audio file.
Transfer Call (One- Blind transfers the current call to a destination device.
Step)
Set Forward State Sets or clears the forwarding state of the specified extension
INTELLIGENT
or agent ID.
ROUTER
Retrieve Call Instructs the telephone system to retrieve a held call. This
retrieves the call at the device specified in the correspond-
ing Rule.
Make Call Allows you to make a call at the specified extension or agent
ID.
INTELLIGENT
ROUTER