User Guide September 16, 2010 for Version 5.
NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
i Contents Contact Center Solutions Contact Center Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 What’s new in Version 5.7 SP1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Contact Center Enterprise Edition and Contact Center Business Edition . . . . . . . . . . . . . . 5 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ii Step #3 Forecast the Call Load . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forecasting accurately . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conducting forecasts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step #4 Calculate the resources required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
iii Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing security role properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring email contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding email contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding contact groups . . . .
iv YourSite Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Starting YourSite Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Paging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
v Adding a Multimedia Contact Center Email media server in YourSite Explorer . . . . 95 Configuring options for a Multimedia Contact Center Email media server in YourSite Explorer 95 Configuring Network Monitor settings for a Multimedia Contact Center Email media server in YourSite Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 Adding a Multimedia Contact Center Email media server in the Contact Center Management website. . . . . . . . . .
vi Configuration scenario 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration scenario 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring YourSite database devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring devices and device groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the YourSite database using synchronization . .
vii Adding DNIS groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding Account Code groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding ANI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding Make Busy Reason Codes . . . . . . . . .
viii Extension states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Contact Center Client features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Client options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing agent availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ix Sign messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sign plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connecting Spectrum wall signs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring wall signs and wall sign messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
x Generating scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Creating report schedules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding reports to schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Generating scheduled reports immediately . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Report Inbox . . . . . . . . . . . . . . . . . . . . . . . .
xi Exception events search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SMDR Inspector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Starting SMDR Inspector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running searches in SMDR Inspector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call parties criteria for searches . . . . . .
xii Starting Contact Center Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hiding the Monitor control option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging on an agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging off an agent . . . . . . . .
xiii Phone and Functions toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Phone functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing the soft phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring soft phone settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xiv Conferencing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Consulting with people while on calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requesting help while on calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using Camp on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Leaving and retrieving messages . . . . . . .
xv Editing report header titles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Moving report header titles and values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Removing report header titles and values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding report header titles and values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding existing columns . . . . . . . . . . . . . . . . . . . . . . . . .
xvi Types of ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422 Types of messaging ports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422 Types of messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424 Number of ports purchased . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xvii Configuring a recording port group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing system, port, and callback queue status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing system status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing port status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing callback queue status. . . . . . . . . . . . . . .
xviii Scenario 1: Using Control Panel to verify SQL Server has started . . . . . . . . . . . . . Scenario 2: Viewing the tray icon to verify SQL Server has started . . . . . . . . . . . . . Viewing event logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Logging events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Gaining Web access to Intelligent Queue . . . . . . . . . . . . . . . . . . .
xix Configuring schedule options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring scheduling options using the Schedule wizard. . . . . . . . . . . . . . . . . . . Creating schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adding employees to schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring business hours for schedules. . . . . . . . . . . . . . . .
xx Drag inserting events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Recurring events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mass deleting events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mass applying time off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xxi Setting up the 3300 ICP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550 Configuring media servers in YourSite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553 Verifying traffic data is saved on the Enterprise Server. . . . . . . . . . . . . . . . . . . . . . 553 Multimedia Contact Center Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xxii Contact Center Management Enterprise Node Contact Center Management Enterprise Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Enterprise Node configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Setting up Enterprise Node examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scenario 1 - With a dedicated server at the remote site. . . . . . . . . . . . . . . . . . . . . .
Chapter 1 Contact Center Solutions What’s new in Version 5.
2 Chapter 1 Contact Center Solutions
What’s new in Version 5.7 SP1? 3 Contact Center Solutions Mitel Contact Center Solutions is designed for the 3300 IP Communications Platform (ICP), SX-2000, SX-200 ICP, 5000, and Axxess telephone systems. Contact Center Management is the core Contact Center Solutions product. Contact Center Management • Provides a browser-based user interface (UI) that works across Windows platforms. • Operates in conjunction with familiar Microsoft Office productivity tools. • Is installed on the server only.
4 Chapter 1 Contact Center Solutions Reporting enhancements Contact Center Management now offers Queue Group Performance by Queue and Queue Group Performance by Queue - Multi-select reports.
Contact Center Enterprise Edition and Contact Center Business Edition 5 For more information, see "Intelligent Queue reports" in the Contact Center Solutions Enterprise Edition Reports Guide. Technology updates Contact Center Solutions Version 5.
6 Chapter 1 Contact Center Solutions * Not currently supported for the Mitel 5000 and Axxess telephone systems. Support will be made available in a future release of Contact Center Solutions. Licensing An employee is a physical person you track in your contact center. In the YourSite database, you must create an employee ID for each employee who works in your contact center. Employees can have multiple agent IDs, but only one employee ID. You can run reports on licensed employees only.
Licensing • • 7 Set up client computers to use Contact Center Management. Specify user preferences. Chapter 5 Services and Database Administration Chapter 5 describes how to • Start and stop the Contact Center Management services. • Perform database and maintenance functions. Management Console resides in the Contact Center Client real-time application. Using Management Console, you can • Back up and restore YourSite database configuration data • Update the server IP address.
8 Chapter 1 Contact Center Solutions Chapter 10 Data-mining Tools Chapter 10 describes how to • Search for agent and ACD queue event records. • Search for specific contact center events. • View the historical real-time events that occurred on a particular date, in the sequence they occurred. Chapter 11 Data Collection Chapter 11 describes how to • View data and system alarms. • Verify media servers are receiving telephone system data.
Locating the latest versions of our guides • Configure Multimedia Contact Center so you can control your availability to receive multimedia contacts and handle them. Chapter 21 Enterprise Node Chapter 21 describes how to • Configure data collection nodes in multi-site enterprises. Chapter 22 CTI Developer Toolkit Chapter 21 describes • Common uses of the CTI Developer Toolkit • Examples of how to use the CTI Developer Toolkit to customize applications Chapter 23 Salesforce.
10 Chapter 1 Contact Center Solutions Bold Bold typeface designates paths you select in your root directory and items you click, press, type, or select. For example, 1. 2. 3. Click OK. Delete 50 and type 60. Select the Check database integrity check box. UI Menu items UI menu items you select are separated by an arrow [=>]. For example, File=>Open tells you to select the Open submenu on the File menu. Note The word NOTE: designates essential user information.
Required and optional software components 11 Optional components You can install the following application on client computers. • Adobe Reader enables you to view documents and reports in .pdf format. You require Acrobat Reader to view the online user guide, user tutorial, reporting guide, and reports. If you have Microsoft Excel, you can also use it to view reports.
12 Chapter 1 Contact Center Solutions
Chapter 2 Contact Center Concepts Automatic Call Distribution (ACD) Inbound call environment
14 Chapter 2 Contact Center Concepts
Automatic Call Distribution (ACD) 15 Contact Center Concepts Contact centers process a high volume of contacts to meet marketing, sales, customer service, technical support, and other business objectives. A fine-tuned contact center distributes contacts efficiently and optimizes the use of agents and other resources. This section describes the inbound contact center environment and how resources interact to process voice contacts.
16 Chapter 2 Contact Center Concepts Figure 2-1 Call flow Monitoring the call flow process Second-by-second (real-time) statistics presented on wall signs and desktop monitors enable you to monitor the service provided to callers. You can monitor the number of incoming calls, the time it takes to process them, the queue load, and the availability of agents using a Management Information System (MIS). The MIS refers processes data produced by the telephone system.
Automatic Call Distribution (ACD) 17 Figure 2-2 Call routing Dialing an agent’s extension In the simplest call scenario, a single trunk picks up an incoming call to your contact center. The telephone system presents the caller with options to dial various answering points. The caller dials an individual agent at an extension through a queue number. A queue number is an address mechanism for a queue or other answering point.
18 Chapter 2 Contact Center Concepts Figure 2-3 Multiple queue routing Interflowing calls You can program the telephone system to direct a queue delayed call to voice mail or to another answering point. The interflow timer runs independently of the overflow timer. If the interflow timer expires, the system removes the call from the queue and re-directs it to another answering point, such as a trunk or voice mail.
Chapter 3 Contact Center Planning and Management Establish a service level objective Collect data Forecast the Call Load Calculate the resources required Schedule agents Determine contact center costs
20 Chapter 3 Contact Center Planning and Management
21 Contact Center Planning and Management Effective contact center management involves having the right resources in place at the right times to handle an accurately forecasted workload at the desired level of service. Commitment to a systematic planning and management strategy is essential. The strategy is based on corporate objectives that you continually assess and refine.
22 Chapter 3 Contact Center Planning and Management Step #1 Establish a corporate service objective The Service Level % is a performance metric contact center managers use to determine what proportion of customers, that contact you by voice/email/chat/fax, receive “good” service. Using the Service Level %, you can gauge the level of service customer's experience, from a historical and a real-time perspective.
Step #1 Establish a corporate service objective 23 A delayed call is a call placed in the ACD queue because it cannot be answered immediately by an agent. The probability of delay statistic relates the number of agents or extensions to the level of traffic carried by the trunks and indicates the likelihood and amount of delay experienced. The GOS, probability of delay, and Quality of Service rendered by agents provide vital information about the callers’ experience. (See Figure 32.
24 Chapter 3 Contact Center Planning and Management Choosing a Service Level goal Contrary to popular belief, there is no industry standard Service Level. Some contact centers base their Service Level goal on the targets of same-industry companies. In doing so, they assume these companies are actually meeting their intended targets. Companies are setting increasingly rigorous Service Level targets in sectors where outstanding customer service is the norm.
Step #1 Establish a corporate service objective 25 You can use pre-recorded conversations between agents and customers to train agents and for ongoing evaluation. You can use the information to • Provide recorded examples of exceptional service and unacceptable service to agents in training. • Record, review, annotate with feedback, and forward call records to agents who then review your comments within the context of the actual call.
26 Chapter 3 Contact Center Planning and Management IT support systems Information Technology (IT) support systems are commonplace in contact centers. Contact center agents divide their time between listening to customer requests, entering and updating customer information and other entries, searching for required information, and providing feedback to customers.
Step #2 Collect data 27 Automating help desk workflow Agents at IT help desks require quick access to customer information and call history, and the ability to rapidly log all of the support calls and incidents. Advanced help desk packages offer automated desk help workflow systems. They assist agents in logging service requests (tickets), dispatching them to prioritized queues or agents, tracking them, and documenting activities.
28 Chapter 3 Contact Center Planning and Management Customer surveys provide valuable supporting information on callers’ tolerance to delay, and expectations for service.
Step #4 Calculate the resources required 29 You may need to consider the following issues: hardware or software system changes, expected callers, advertising and media, changes to your products, services, or pricing, new products, product performance, competitors actions, and international, national, and corporate events. It is vital to have a systematic forecasting process in place that all of the departments support.
30 Chapter 3 Contact Center Planning and Management Limitations of Erlang C Erlang C has fundamental principles that do not reflect real-world circumstances. It assumes all of the calls reach the contact center and all of the callers wait indefinitely to reach agents. Because Erlang C assumes no blocking or abandons, it may overestimate the agents you need.
Step #4 Calculate the resources required 31 Trunk Load The Trunk Load includes the time from when a trunk picks up a call until the agent finishes speaking to the caller and disconnects. The Trunk Load does not include Wrap Up Time. Callers expect to have a 95 percent or better chance of obtaining a free trunk in to your contact center, and expect to connect to an agent within a reasonable amount of time.
32 Chapter 3 Contact Center Planning and Management Traffic calculators used to predict contact center resource requirements are available on the Web from companies such as erlang.com. You can obtain basic calculators at no cost. Calculators that display and print results or calculations made during the previous week are available at a modest cost. To calculate the trunks required you simply input two of the figures and calculate the third.
Step #5 Schedule agents 33 Scheduling is becoming increasingly challenging, as contact centers support a wider range of products and services, and agents require more frequent and specialized training. Advances in technology have automated many agent tasks and have resulted in more varied and challenging calls and responsibilities.
34 Chapter 3 Contact Center Planning and Management Figure 3-4 Calculating the Shrinkage Factor You multiply shrinkage values against the base staff required on telephones when setting future schedules. If your agent requirements vary considerably on certain days of the week, you can calculate a separate set of Shrinkage Factors for these days. You must use your good judgement in identifying absences that are relevant to include in your Shrinkage Factor calculations.
Step #5 Schedule agents 35 Figure 3-5 Staggering breaks to optimize call handling Forecasting non-ACD work Not all of the non-ACD work must be performed immediately. For example, call-backs to clients, emails, and discussions with staff and supervisors can sometimes wait until less busy periods. Forecast and schedule non-ACD work for slow times to ensure sufficient agents are available during peak periods. Set availability priorities and regularly communicate them to agents.
36 Chapter 3 Contact Center Planning and Management Employing ACD enterprise call routing Contact centers that provide extended, or around-the-clock service, can interflow calls to other sites. For example, you can interflow mid-day calls received by a busy center in San Francisco to agents working the late-afternoon shift at a center in Philadelphia. This optimizes call handling without scheduling additional agents. Scheduling considerations Scheduling should be a collaborative effort.
Step #6 Determine contact center costs 37 Breaking down expenses The costs associated with contact center operations include • Loaded labor costs Loaded labor costs include wages, fringe benefits, and facilities, and account for over 60 percent of contact center costs. This is a significant cost and underlines the importance of accurate forecasting and scheduling.
38 Chapter 3 Contact Center Planning and Management
Chapter 4 Getting Started Registering Contact Center Management Setting up Contact Center Management on the Enterprise Server Setting up Contact Center Management on client computers Using Client Role Selector to select your Contact Center Client role Disabling the IE security warning Setting up user preferences Setting up the SMTP Mail Server for report distribution
40 Chapter 4 Getting Started
Registering Contact Center Management 41 Getting Started After you install Contact Center Management on the Enterprise Server, you must set up the Enterprise Server and client computers to use Contact Center Management. This section provides basic information on postinstallation procedures. For detailed information on installation and post-installation procedures, see the Mitel Contact Center Management Installation Guide.
42 Chapter 4 Getting Started 5. 6. 7. 8. 9. After you receive the signed license files, save them to a directory. NOTE: We recommend you place the license files in the original directory. Repeat steps 1-2 to open the Offline registration window. Type your product key. Click Browse and specify the directory that contains your license files. Click Apply License. The license registration is complete.
Setting up Contact Center Management on client computers 43 Viewing multiple Contact Center Management sessions Sometimes you will need to view two or more instances of Contact Center Management simultaneously. For example, you need to open two or more Contact Center Management sessions to perform multiple searches for event records, and to compare report data to SMDR search results. To view multiple Contact Center Management sessions using Favorites 1.
44 Chapter 4 Getting Started 10. 11. 12. 13. After Enterprise IP Address, type the IP address of the Enterprise Server. If your Enterprise uses SSL, select the SSL check box. Click Install. The program features you selected are installed. Click Finish. The Select role window opens. Installing Client Component Pack using an administrative procedure You can install Client Component Pack silently on remote desktops using an MSI (Microsoft Installer) administrative installation procedure.
Setting up Contact Center Management on client computers 45 Performing the MSI procedure for the administrative installation NOTE: See Installing the Prerequisite Software for a list of programs that must be installed on each computer before you install Client Component Pack. You must create a command for the administrative installation that is similar to the following example: msiexec /a”\\Mitel Installations\Setup\Client Component Pack.msi” SSLSTATUS=0 ENTERPRISEIPADDRESS=10.1.4.
46 Chapter 4 Getting Started NOTE: • If you want to customize the client installation, select Power User. For example, if a supervisor also performs administrative functions, select the Power User role and choose the components and applications the supervisor will need. • For Version 5.
Disabling the IE security warning 5. 6. 47 • Management Console • Network Monitor • Salesforce Integration • Workforce Scheduling • Multimedia Contact Center (requires Outlook) • YourSite Explorer Click Finish. After the wizard installs the features you selected, the Contact Center Client log on window opens. Close the Contact Center Client log on window. Disabling the IE security warning When you browse Contact Center Management, you may see an Internet Explorer (IE) security warning.
48 Chapter 4 Getting Started Changing your password To change the password for your login 1. 2. 3. 4. 5. On the My options tab, click My password. After Old password, type your old password. After New password, type your new password. After Confirm new password, type your new password. Click Save. Viewing security role properties You can view your security role properties. They describe the application areas to which you can gain access.
Setting up the SMTP Mail Server for report distribution 49 Adding email contacts to contact groups To add an email contact to a contact group 1. 2. 3. On the My contacts tab, click My email contact groups. Click Members for the contact group with which you want to associate agents. Under Available contacts, select the check boxes of the members you want to add to the group and click Add >>.
50 Chapter 4 Getting Started
Chapter 5 Services and Database Administration Specifying maintenance functions Backing up data Management Console
52 Chapter 5 Services and Database Administration
Specifying enterprise maintenance functions 53 Services and Database Administration This chapter includes specifying maintenance functions, backing up data, and those functions available on Management Console (updating server IP addresses, importing configuration data using the Quick Configuration Wizard, running the maintenance routine immediately, summarizing data, creating a support package, controlling services, and converting Toolbox and Contact Center Solutions data files to prairieFyre data files).
54 Chapter 5 Services and Database Administration Backing up SQL Server data files You back up SQL Server data files to ensure you can replace corrupted or lost data as a result of media problems, user errors, hardware failures, and natural disasters. Please review Microsoft procedure for creating a recovery model that controls the backup and restores operations for a database. See http:// www.exforsys.com/tutorials/sql-server-2005/sql-server-backing.
Management Console 55 Frequency and scope of configuration changes may be a suitable indicator in determining which recovery model to use. If configuration changes are infrequent and point-in-time recovery is not critical, the Simple recovery model may be sufficient. However, when using the Simple recovery model, we highly recommend that SQL Server backups are performed after any significant configuration changes have been made to the database.
56 Chapter 5 Services and Database Administration Opening Management Console Management Console is available to users whose security permissions permit them to use Management Console. To open Management Console 1. 2. 3. 4. Click Start=>Programs=>Mitel=>Contact Center Client. Type your user name and password. Click Log on. The Contact Center Client window opens. On the main toolbar, click Management. See Figure 5-1.
Management Console 57 The Quick Configuration Wizard helps Mitel dealers configure Contact Center Management quickly and accurately. Using the wizard, you can configure queues, agents, agent groups, trunks, trunk groups, extensions, and the telephone directory. (See Table 5-1.
58 Chapter 5 Services and Database Administration 13. 14. Log on to the SX-2000 with a username that permits installer privileges. Type formprint path ass /all /port lpr3 to convert the Path Assignments Form to text. See Figure 5-2. Or, to convert the Agent Group Assignment Form to text, type formprint agent group ass /all /port lpr3. Or, to convert the Trunk Assignments Form to text, type formprint trunk ass /all /port lpr3.
Management Console Figure 5-3 Hyperterminal-Show print 16. 17. 18. 19. Click Transfer=>Capture Text. The Capture Text window opens. Click Browse and specify the destination of the text file. Click Start. To enable printing, type enable print /n. See Figure 5-4. Figure 5-4 Hyperterminal-Enable print 20. 21. 22. Click Transfer=>Capture Text=>Stop. Repeat steps 14-20 for the other assignment forms. NOTE: The .txt file. will resemble Figure 5-5.
60 Chapter 5 Services and Database Administration Figure 5-5 Text file On the telephone system, you now send all of the valid assignments to file. Save the text files and proceed to Configuring the YourSite database. Importing configuration data into the YourSite database To configure the YourSite database 1. 2. 3. On the Management Console main menu, click Configuration. Click Import configuration data. Follow the steps outlined in the Quick Configuration Wizard to import the configuration data.
Management Console 61 Summarizing data The Summarize Data Wizard uploads historical telephone system data to the SQL database for a specific date range. If you run a report and notice that data for a particular device is missing from the report output, verify the device is programmed in the telephone system and in the YourSite database.
62 Chapter 5 Services and Database Administration Creating a client support package You can package your client configuration data to send to prairieFyre for troubleshooting issues using the Client Support Package Wizard. The Client Support Package Wizard formats your data in a way that helps to resolve any problems. To create a client support package 1. 2. 3. 4. 5. Browse to http://www.prairiefyre.com/wp-content/rscs/CSPWizard/setup.exe. Click Install. Click Install.
Management Console 63 Converting data files The Data file conversion tool enables you to convert Toolbox data files to prairieFyre data files. This enables you to restore all historical data from competitor products when changing your contact center solution to Contact Center Solutions. To convert data files 1. 2. 3. 4. 5. 6. In Management Console, click System. Click Data file conversion tool. The Data file conversion tool opens. Select a media server from the list.
64 Chapter 5 Services and Database Administration 6. If you are upgrading from a 5000/Axxess telephone system to a 3300 ICP/SX-2000/SX-200 telephone system, but want to retain historic Inter-Tel data for reporting purposes, click Create historic media server. Otherwise, continue to step 9. The Inter-Tel Database Migration Tool will import the telephone system configuration information, such as agents, extensions, and trunks, and associate it to the 5000/Axxess media server.
Chapter 6 Configuration YourSite database application areas Enterprise setup YourSite Explorer Adding media servers Network Monitor alarms YourSite database configuration Adding resilient and/or Network ACD hot desking agents Configuring employee scheduling preferences Configuring scheduling options Business hour schedules Security roles
66 Chapter 6 Configuration
67 Configuration Contact Center Solutions Version 5.7 SP1 includes a phased introduction of a configuration interface known as YourSite Explorer. YourSite Explorer simplifies data management by enabling you to configure and administer devices for Contact Center Solutions and Call Accounting in one application. YourSite Explorer streamlines configuration. For example, you can • Select multiple devices and change their attributes in one step.
68 Chapter 6 Configuration Table 6-1 Configuration outline Item Business hour schedules Contact Center Management website YourSite Explorer x x Agents, agent groups, and queues that you will synchronize with/write back to the telephone system Synchronization nightly maintenance x x Editing telephone system assignment forms (System Options, SMDR Options, Class of Service, and Class of Restriction) Quick Setup device configuration (employees, agents, extensions, trunks, trunk groups, DNIS, account
YourSite database application areas 69 YourSite database application areas The YourSite database includes five application areas. You must set them up in the following order: • Enterprise You must browse to the Contact Center Management website and use YourSite=>Enterprise to set up your site structure and specify enterprise settings, add sites, and add SX-200, SX-2000, and Intelligent Queue media servers.
70 Chapter 6 Configuration You must understand the following terms to set up your enterprise structure. • Enterprise The enterprise is all of the contact center sites that comprise your company. See Figure 6-1. • Site A site is an office location with one or more media servers. It can be the office where the Enterprise Server is installed or a branch office. • Media server The media servers are the means by which customers communicate with you.
Enterprise setup 71 Starting Contact Center Management To start Contact Center Management on the Enterprise Server or on a client computer 1. 2. 3. 4. 5. 6. Start Internet Explorer in your browser and type your Enterprise Server IP address http://[your Enterprise Server IP address]/CCMweb/. Click Favorites=>Add to Favorites to add the Enterprise Server IP address to your list of favorite addresses. Click OK.
72 Chapter 6 Configuration 7. After Delete configuration backup files older than, select the age after which configuration backup files will be discarded. 8. After Time Maintenance Service runs, select the time the maintenance service summarizes data. The maintenance service is set to run at 2:15 A.M. by default. Select a time for the maintenance manager to run when your contact center is closed or is the least busy. 9.
Enterprise setup 73 7. After SMTP Mail Server, verify the mail server address Reporting Service will use to email reports (for example, type the IP address of your mail server, or the name of your mail server computer). NOTE: The email server setting you specify here becomes the default email server setting for all of the Contact Center Management client computers. 8. If the correct mail server is not in the list, click Manage SMTP Mail Server and configure the SMTP mail server. 9.
74 Chapter 6 Configuration YourSite Explorer Contact Center Solutions Version 5.7 SP1 includes a phased introduction of a configuration interface known as YourSite Explorer. NOTE: YourSite Explorer enables you to have multiple device tabs open simultaneously. As a best practice, we recommend you only have the device tabs open that you are currently using. For detailed information regarding which devices are configured in YourSite Explorer see “Configuration” on page 67.
YourSite Explorer 75 Filtering The filtering bar enables you to access records alphabetically. YourSite Explorer filters records on the following variables: • Employee—last name • Phone number—country name • Employee group, extension, extension group, trunk, trunk group, DNIS, DNIS group, Account Code, division, and phone number group—name. To filter records alphabetically • On the filter bar, click the letter with which the record begins.
76 Chapter 6 Configuration To minimize the ribbon 1. 2. Right-click the ribbon. Click Minimize the Ribbon. The ribbon at the top of YourSite Explorer is hidden. Selecting the first record of each list You can save time by configuring YourSite Explorer to automatically select the first record on a page. To select the first record of each list 1. 2. 3. On the ribbon, click the View tab. In YourSite Explorer, click YourSite. Select the Select the first record check box.
YourSite Explorer 77 Grouping device criteria by column headers You can group devices by column heading in the grid view. For example, if you click the Site column heading on the Employees window, you can group employees by site. Grouping enables you to quickly select like devices and make changes to them simultaneously.
78 Chapter 6 Configuration Adding media servers NOTE: Mixing Mitel 5000/Axxess (formerly Inter-Tel 5000/Axxess) and 3300/SX-200 media servers in the same enterprise is supported by Contact Center Solutions and Call Accounting applications. We recommend you add 3300 ICP media servers to your site in YourSite Explorer, but you can, optionally, add them in the Contact Center Management website.
Adding media servers 79 SX-2000 ACD (Automatic Call Distributor) The SX-2000 ACD system runs with ACD Telemarketer 2000 (ACD-2) software. It has SMDR and ACD realtime data streams over RS-232 or TCP/IP. See “Adding an SX-2000 ACD media server” on page 93. SX-200 Call Accounting The SX-200 system has SMDR records delivered over a single data connection, RS-232, or TCP/IP. See “Adding an SX-200 Call Accounting media server to a site” in the Mitel Call Accounting User Guide.
80 Chapter 6 Configuration 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. If you have hot desking agents, enable the Uses hot desking agents check box. Specify the licenses to use for the media server. For example, select Call Accounting if you are applying a Call Accounting license. If you are not licensed for a product the check box for that product does not show.
Adding media servers 10. 11. 12. 13. 14. 81 After FTP port, type the FTP port number. After FTP user name, type the FTP user name to gain access to OPS Manager. After FTP password, type the FTP password to gain access to OPS Manager. After Remote directory to data files, type the directory path where the data from the telephone system is stored by OPS Manager. Specify the data summary options. See “Configuring data summary options for a 3300 ICP in YourSite Explorer” on page 81.
82 Chapter 6 Configuration Configuring MiTAI options for a 3300 ICP in YourSite Explorer To configure MiTAI options for a 3300 ICP in YourSite Explorer 1. 2. Click the MiTAI Options tab. After Maximum messages per second, select the number of messages per second from the list. The default number of messages is 10 per second. The higher the version of MiTAI, the greater the number of messages per second. 3.
Adding media servers • • 83 If you use Verint Audiolog call recording software, you must re-run the Contact Center Management/ Call Accounting Configuration Wizard and specify the domain user account information for Verint Audiolog server DCOM setup on the Local Administrator Account window.
84 Chapter 6 Configuration 7. 8. 9. 10. 11. 12. 13. 14. After All agents associated with this media server are, if you have hot desking agents or ACD resilient agents, click ACD hot desking agents. After Country, select the country where the media server is located. If you are setting up a node, select the country in which the node is located. After Area, select the area where the media server is located. If you are setting up a node, select the area in which the node is located.
Adding media servers 85 Configuring data summary options for a 3300 ICP in the Contact Center Management website To configure data summary options for a 3300 ICP in the Contact Center Management website 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Click the Data summary options tab. If you want SMDR reporting, select the Inbound/Outbound/Make Busy Trace reporting check box. If your business operates around the clock, select the This enterprise operates 24 hours a day check box.
86 Chapter 6 Configuration Configuring Network Monitor settings for a 3300 ICP in the Contact Center Management website To configure Network Monitor settings in the Contact Center Management website 1. 2. 3. Click the Network Monitor tab. After Alarm name, select an alarm. If you must create or modify an alarm that will warn you if data is not being collected for this media server, click Manage alarms and configure an alarm. See “Configuring data alarms for media servers” on page 105. 4.
Adding media servers 87 6. After Specify ports, type the SMDR, ACD, and Traffic Analysis port numbers of the telephone system. NOTE: You must select the ACD and Traffic Analysis check boxes to enable data collection. 7. If you want to store ACD redundant events, select the File all ACD stream redundant events check box. This appears on the SX-200 with Real-time user interface only. 8.
88 Chapter 6 Configuration 4. Under Notify me during these business hours, after Schedule name, select a schedule that reflects the hours of operation for the media server. 5. If you must create or modify a schedule for the media server, click Manage schedule and configure a schedule. See “Creating schedules” on page 171. 6. Click Save. Adding a 5000/Axxess media server To add a 5000/Axxess media server 1. 2. In YourSite Explorer, click Media servers. Click Add=>Mitel 5000/Axxess.
Adding media servers 89 Configuring data summary options for a 5000/Axxess To configure data summary options for a 5000/Axxess 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Click the Data summary options tab. If you want to use Trace reporting, select the Inbound/Outbound/Make Busy Trace reporting. If your business operates around the clock, select the This enterprise operates 24 hours a day check box.
90 Chapter 6 Configuration 4. Under Notify me during these business hours, after Schedule name, select a schedule that reflects the hours of operation for the media server. 5. If you must create or modify a schedule for the media server, click Manage schedule and configure a schedule. See “Creating schedules” on page 171. 6. Click Save. Adding an SX-2000 UCD media server To add an SX-2000 UCD media server 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Adding media servers 91 8. Click IP address, or DNS, and type the IP address, or name, of the OPS Manager computer. 9. After FTP port, type the FTP port number. 10. After FTP user name, type the FTP user name to gain access to OPS Manager. 11. After FTP password, type the FTP password to gain access to OPS Manager. 12. After Remote directory to data files, type the directory path where the data from the telephone system is stored by OPS Manager, and skip to step 14. 13.
92 Chapter 6 Configuration 8. After Remote directory to data files, type the directory path used to save the traffic data. NOTE: You must create these folders in the Data Directory. If the folder structure does not match, error messages will be logged until the maintenance routine runs and creates the folders. 9. In the VT100 settings section, click IP address or DNS and type the address of the VT100 server. 10. After VT100 port, type the VT100 port number. 11.
Adding media servers 93 Adding an SX-2000 ACD media server To add an SX-2000 ACD media server 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. In Contact Center Management, click YourSite=>Enterprise. Click Add a media server=>SX-2000 ACD. NOTE: To distinguish between the various types of media for management and reporting purposes, you must give each media server a unique name when setting up your site. After Name, type the name of the media server. After Site, select the site where the media server resides.
94 Chapter 6 Configuration Configuring data summary options for an SX-2000 ACD To configure data summary options for the SX-2000 ACD 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Click the Data summary options tab. If you want trace reporting, select the Inbound/Outbound/Make Busy Trace reporting check box. See the Mitel Contact Center Solutions Reports Guide for more information about trace reporting. If your business operates around the clock, select the This enterprise operates 24 hours a day check box.
Adding media servers 95 Adding a Multimedia Contact Center Email media server in YourSite Explorer To add a Multimedia Contact Center Email media server in YourSite Explorer 1. 2. 3. 4. 5. 6. In YourSite Explorer, click Media servers. Click Add=>MCC Email. After Name, type the name of the media server. NOTE: To distinguish between the various types of media for management and reporting purposes, you must give each media server a unique name when setting up your site.
96 Chapter 6 Configuration Configuring Network Monitor settings for a Multimedia Contact Center Email media server in YourSite Explorer To configure Network Monitor settings for a Multimedia Contact Center Email media server in YourSite Explorer 1. 2. 3. 4. 5. 6. Click the Network Monitor tab. After Alarm name, click .... Select an alarm from the list and click OK.
Adding media servers 97 Configuring Multimedia Contact Center Email media server options in the Contact Center Management website To configure Multimedia Contact Center Email server options in the Contact Center Management website 1. 2. 3. 4. Click the Multimedia Contact Center Email options tab. Select the Delete messages from the Agent’s sent items folder that are older than x days check box. If you do not select this check box, the messages will remain until an administrator removes them.
98 Chapter 6 Configuration Configuring options for a Multimedia Contact Center WebChat media server in YourSite Explorer To specify options for a Multimedia Contact Center Webchat media server in YourSite Explorer 1. 2. 3. 4. Click the Options tab. Under General • Select the Delete messages from the Agents sent items folder that are older than x days check box. If you do not select this check box, the messages will remain until an administrator removes them.
Adding media servers 99 Adding a Multimedia Contact Center WebChat media server in the Contact Center Management website To add a Multimedia Contact Center WebChat media server in the Contact Center Management website 1. 2. 3. 4. 5. 6. In Contact Center Management, click YourSite=>Enterprise. Click Add a media server=>Multimedia Contact Center WebChat.
100 Chapter 6 Configuration Configuring Network Monitor settings for a Multimedia Contact Center WebChat media server in the Contact Center Management website To configure Network Monitor settings for a Multimedia Contact Center WebChat media server in the Contact Center Management website 1. 2. 3. Click the Network Monitor tab. After Alarm name, select an alarm.
Adding media servers 3. 4. 101 Under Data summary options • If you want trace reporting, select the Inbound/Outbound/Make Busy Trace Reporting check box. • If your business operates around the clock, select the This enterprise operates 24 hours a day check box.
102 Chapter 6 Configuration Configuring data summary options for a Multimedia Contact Center Fax media server in the Contact Center Management website To configure data summary options for a Multimedia Contact Center Fax media server in the Contact Center Management website 1. 2. 3. 4. Click the Data summary options tab. If you want trace reporting, select the Inbound/Outbound/Make Busy Trace reporting check box.
Adding media servers 103 Adding an Intelligent Queue media server To add an Intelligent Queue media server 1. In Contact Center Management, click YourSite=>Enterprise. 2. Click Add a media server=>Intelligent Queue. 3. After Name, type the name of the media server. 4. After Site, select the site where this media server resides. 5. After This media server is installed on the computer you named, select the computer on which the media server is installed. 6. Click Save.
104 Chapter 6 Configuration Network Monitor alarms You can configure one or more data alarm schedules for your media servers. You specify the days and times during which data alarms will be activated. For those days and times, the system will notify you if the Enterprise Server Collector Service is not receiving data from your media servers, or if the server disk space is low. The Low Disk Threshold setting detects if the disk space is low on the disk housing the text files and SQL database.
Network Monitor alarms 105 Configuring data alarms for media servers In the Contact Center Management website or YourSite Explorer, you set the days and times during which data alarms will be activated. To configure a data alarm in YourSite Explorer 1. 2. 3. 4. 5. 6. 7. 8. In YourSite Explorer, click Node alarms. Click Add. After Name, type the name of the data alarm. After Schedule, click ... and select the schedule that reflects the company’s hours of operation.
106 Chapter 6 Configuration YourSite database configuration NOTE: • The 5000/Axxess telephone system concept of hunt group will be referred to as queue or agent group when used in conjunction with Contact Center Solutions. Hunt groups will be referred to as queues when discussing routing and call treatment options. Hunt groups will be referred to as agent groups when discussing membership roles.
YourSite database configuration Figure 6-2 Configuration flow chart 107
108 Chapter 6 Configuration Determining your contact center configuration needs NOTE: If you are running Contact Center Management concurrently with Call Accounting, see Chapter 1 of the Mitel Call Accounting User Guide for information on how to configure your system for Call Accounting. If you want each of your employees to have one agent login ID only, then you must set up your contact center as described in configuration scenario 1.
YourSite database configuration 109 Figure 6-4 Make the agent login IDs the same as the employee IDs Configuration scenario 2 In configuration scenario 2, employees are cross-trained and answer calls for various products and services. The employees monitor call volumes in all of the queues for which they have been cross-trained. If an employee notices a queue is particularly busy, the employee logs off of the telephone system and logs on with an agent login ID associated with the busy queue.
110 Chapter 6 Configuration Figure 6-5 Configuration scenario 2 In configuration scenario 2, you can use the employee Quick Setup tool to create agent login IDs from employee IDs. You add a range of employee IDs and increment them according to the number of agent login IDs you require for each employee. Then you select the Create an agent login ID for each employee ID check box. Employee 1000 becomes Agent login ID 1000.
YourSite database configuration 111 Figure 6-6 Creating employee IDs for agents with multiple agent IDs Configuring YourSite database devices You can configure the YourSite database in the following ways: • Synchronization If you have a 3300 ICP, you can synchronize the YourSite database with the queues, agents (including their skill level within each agent group), agent groups, agent skill groups, trunks, and extensions programmed on the telephone system using Synchronization.
112 Chapter 6 Configuration Configuring devices and device groups The following devices and device groups are configured in YourSite Explorer and/or the Contact Center Management website (under YourSite=>Configuration) • Employees, employee groups • Employee divisions • Agents, agent groups • Queues, queue groups • Extensions, extension groups • Extension divisions (YourSite Explorer only) • Trunks, trunk groups • DNIS (Dialed Number Identification Service), DNIS groups • Account Codes • Account Code grou
YourSite database configuration 113 In Mitel 3300 release MCD 4.0 SP2, configuring your network using SDS Directory synchronization mode is optional. Customers can continue to operate in the Classic mode, with OPS Manager if operating in a clustered environment. In Mitel 3300 release MCD 4.1, configuring your network using SDS Directory synchronization mode is mandatory for all sites operating with 20 nodes or less.
114 Chapter 6 Configuration While synchronizing data, the telephone system continues to operate without experiencing downtime. After synchronization is complete, the Contact Center Client applications open on agent desktops will be refreshed with a device update. After synchronization is complete, all critical programming will be validated. A report is then generated to summarize the results of synchronization.
YourSite database configuration 115 Specifying synchronization settings YourSite Explorer enables you to specify the synchronization settings, read options, and write options used by synchronization. When you select a media server in YourSite Explorer, the following synchronization options are available from the ribbon, on the Telephone system tab: • Settings • Disabled This option will fully disable synchronization.
116 Chapter 6 Configuration • • • • We recommend you do not exchange the reporting number of one device with that of another device. Synchronization will not synchronize a device being added to the YourSite database with the telephone system if the device has the same reporting number as an existing device with a different dialable number. If you are synchronizing a single telephone system, agents and queues must be programmed on the same telephone system.
YourSite database configuration To perform telephone system synchronization 1. 2. 3. 4. 5. 6. 7. 8. In YourSite Explorer, under Enterprise, click Media servers. Select a 3300 ICP or a 5000/Axxess media server from the list. Click the Telephone system tab. In the ribbon, specify the settings to use with synchronization. See “Specifying synchronization settings” on page 115. In the ribbon, click Run. The Synchronization window opens. Select the media servers to synchronize.
118 Chapter 6 Configuration Table 6-2 Synchronization report overview Contents Description Synchronization Details The Synchronization Details section of the Synchronization report lists specific details that pertain to the devices added and updated, or associations made or deleted during the synchronization. Validation Results The Validation Results section of the Synchronization report lists any system and device level warnings and any critical programming errors.
YourSite database configuration 119 Editing telephone system assignment forms After you run Synchronization for the 3300 ICP in YourSite Explorer, you can edit a subset of contact center related 3300 ICP System Options, SMDR Options, Class of Service, and Class of Restriction assignment forms. Any changes made to the telephone system assignment forms in YourSite Explorer are written to the telephone system when a user clicks Save.
120 Chapter 6 Configuration Editing Class of Service options Using YourSite Explorer, you can edit a subset of contact center related Class of Service options. YourSite Explorer displays the recommended value for these Class of Service options. To edit Class of Service options 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. In YourSite Explorer, in the left pane, click YourSite. Under Enterprise, click Media servers. Under Media servers, select a 3300 ICP media server. Click the Telephone system settings tab.
Adding resilient and/or Network ACD hot desking agents 121 To add a resilient or Network ACD hot desking agent using OPS Manager 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. In Internet Explorer, browse to OPS Manager. Click Configuration=>Directory Management=>Moves, Adds & Changes editor. The Moves, Adds & Changes Editor opens. Click Add User. Optionally, click Edit user to edit an existing user. Under Identification, type a name. After Number, type the agent’s dialable number.
122 Chapter 6 Configuration Table 6-3 Invalid ACD agent programming scenario 1 Cluster name: Primary Media Server YourSite Explorer agent type Invalid agent type programming 3300 ICP agent type Kanata 3300 5th floor Hot desking Hotdesking No Kanata 3300 7th floor Traditional Traditional No Scenario 2 In the scenario shown in Table 6-4, media servers have the correct agent type settings programmed in YourSite Explorer, but have mixed agent types programmed against a single 3300 ICP.
Adding resilient and/or Network ACD hot desking agents • • • • • • • • • 123 Queues and queue groups (Contact Center Management website only) Extensions and extension groups Extension divisions (YourSite Explorer only) Trunks and trunk groups DNIS and DNIS groups Account Codes Account Code groups (YourSite Explorer only) Make Busy Reason Codes Teams Employee Quick Setup NOTE: • When you create employee IDs and agent login IDs, group all of the employees together from each site, and then group all of the
124 14. 15. 16. 17. 18. 19. 20. 21. Chapter 6 Configuration Select the media server and failover media server the extension will use. If the extension will be costed with Call Accounting, select the Cost this extension check box. After Start the extension numbers at, type the first extension number to associate with the employee ID range. After Increment the extension numbers by, type the increment by which the extension numbers will increase.
Adding resilient and/or Network ACD hot desking agents 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 125 On the General tab, if you want to add a prefix or postfix to this range of queue numbers, select the Append a prefix and/or a postfix to the device name check box and type the prefix and/or postfix. If you want to add a prefix or postfix to the range of dialable numbers, select the Append a prefix and/or a postfix to the dialable number check box and type the prefix and/or postfix.
126 Chapter 6 Configuration Trunk Quick Setup If you have an SX-200 or SX-2000, you add a series of trunks in the Contact Center Management website under YourSite=>Configuration, Trunk=>Trunk. If you have a 3300 ICP, 5000, or Axxess, to add a series of trunks 1. 2. 3. 4. 5. 6. 7. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Trunks. Click Quick Setup. In the Active number from and Active number to boxes, type a range of device numbers.
Adding resilient and/or Network ACD hot desking agents 127 Account Code Quick Setup If you have an SX-200 or SX-2000, you add a series of Account Codes in the Contact Center Management website under YourSite=>Configuration, Account Codes=>Account Codes. If you have a 3300 ICP, 5000, or Axxess, to add a series of Account Codes 1. 2. 3. 4. 5. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Account Codes. Click Quick Setup.
128 Chapter 6 Configuration Device group Quick Setup If you have an SX-200 or SX-2000, you add a series of employee groups, agent groups, queue groups, extension groups, and DNIS groups in the Contact Center Management website under YourSite=>Configuration. If you have a 3300 ICP, 5000, or Axxess, to add a series of Account Code groups, agent groups, DNIS groups, employee groups and divisions, extension groups and divisions, and queue groups 1. 2. 3. 4. 5. 6. 7.
Adding resilient and/or Network ACD hot desking agents 129 Figure 6-7 Microsoft Excel .csv formatting example Figure 6-8 Notepad .csv formatting example Fields required for successful .csv imports The following table details the fields that are required in order to successfully import devices into YourSite Explorer using a .csv file. NOTE: Data must be entered in .csv files using the exact order detailed in the table below. Failure to import data in the order specified will result in import errors.
130 Chapter 6 Configuration Device Mandatory fields Optional fields Employee divisions Name, reporting number N/A Agents First name, last name, agent login ID, media server Failover media server, employee, real time and reporting, is active Agent groups Name, reporting number, media server Failover media server, real time and reporting, is active Queue groups Name, reporting number N/A Extensions Name, reporting number, media server Extension type, failover media server, real-time license
Adding resilient and/or Network ACD hot desking agents 131 • 6. 7. 8. 9. Skip duplicate entries during import will retain data configured in YourSite Explorer as the master and import any new data entries from the .csv file into the YourSite database. • Do not import if duplicates are found will scan the .csv and YourSite database for duplicates. If duplicates are found in either the .csv or the YourSite database, the import is cancelled and no data is imported to the YourSite database. Click Next.
132 Chapter 6 Configuration Adding employees You must add all contact center employees (agents, supervisors, and managers) to the YourSite database so you can run reports on employee activities and view employee performance in real time, and so the employees can use Contact Center Management. You must add agent login IDs to the YourSite database for employees you want to track in real time and reporting.
Adding resilient and/or Network ACD hot desking agents 6. 7. 133 Under Report distribution, specify the path of the network printer and select print and email options. You must configure the network printer as the default printer on the Enterprise Server. The printer path name is case sensitive. On the ribbon, click Save. Associating employees with agent IDs, extensions, and Account Codes (in YourSite Explorer) To associate the employee with an agent login ID, extension, and Account Code 1. 2. 3. 4.
134 Chapter 6 Configuration 6. If you will track and run reports on the employee, select the The employee will be tracked in realtime and reporting check box. 7. If the employee is a supervisor, select the The employee is a supervisor check box. 8. If the employee is resilient, select the This employee is resilient and will be tracked in real time and reporting check box.
Adding resilient and/or Network ACD hot desking agents 135 Adding employee groups After adding employees, you add employee groups and associate employees to these groups. If you have an SX-200 or SX-2000 telephone system, you must add employee groups in the Contact Center Management website using YourSite=>Configuration. If you have a 3300 ICP, we recommend you add employee groups in YourSite Explorer. If you have a 5000 or Axxess telephone system, you must add employee groups in YourSite Explorer.
136 Chapter 6 Configuration Adding employee divisions A division is composed of several employee groups. The Division tab shows the employee groups that belong to the division currently selected. When you create employee divisions in YourSite, you can run reports for several employee groups simultaneously. If you have a 3300 ICP, 5000, or Axxess, you add employee divisions and associate employee groups to these divisions in YourSite Explorer. To add an employee division 1. 2. 3. 4. 5.
Adding resilient and/or Network ACD hot desking agents 137 To reduce the amount of unnecessary real-time monitoring in Contact Center Management and Call Accounting, advanced real-time monitoring that provides a variety of features and functionality is disabled by default for extensions and can optionally be disabled for agents and queues.
138 7. 8. 9. Chapter 6 Configuration After Media Server, click ... and select the media server the agent will use. Under Reporting and real-time options, select • Historical reporting only if you want to run reports on the agent without real-time monitoring. • Real time and reporting if you want to run reports on the agent and monitor the agent with basic real-time functionality, such as ACD states and statistics and presence.
Adding resilient and/or Network ACD hot desking agents 139 If you have an SX-200 or SX-2000 telephone system, you must add agent groups in the Contact Center Management website using YourSite=>Configuration. If you have a 3300 ICP, we recommend you add agent groups in YourSite Explorer. If you have a 5000 or Axxess telephone system, you must add agent groups in YourSite Explorer. Adding agent groups (in YourSite Explorer) To add an agent group 1. 2. 3. 4. 5. 6.
140 Chapter 6 Configuration Associating agents with agent groups (in the Contact Center Management website) To associate an agent with an agent group 1. 2. 3. 4. 5. In Contact Center Management, click YourSite=>Configuration. On the Configuration menu, click Agent login=>Agent group. Across from the agent group to which you want to associate agents, click Members. The Edit agent group members window appears.
Adding resilient and/or Network ACD hot desking agents 141 Adding queues You must add queues to the YourSite database so you can run reports on queue activities and view queue performance in real time. When you add a queue to the YourSite database, the configuration options available depend upon the media server you select. Media servers fall under five general categories: voice (a telephone system with or without MiTAI enabled), Intelligent Queue, email, SMS, chat, and fax.
142 Chapter 6 Configuration When you add a queue to the YourSite database, you associate the queue with the agent groups that handle calls for the queue. You do this so you know which agent groups handle which queues. You must associate at least one agent group with a queue in order to produce reports on the queue.
Adding resilient and/or Network ACD hot desking agents 13. 14. 15. 143 To automatically cancel contact center work timer, select the Cancel work timer once code is entered check box. If you want to add contact center work timer time to handling time, select the Include work timer as part of handling time check box. On the ribbon, click Save. Associating agent groups with queues (in YourSite Explorer) To associate an agent group with a queue 1. 2. 3. 4. 5.
144 Chapter 6 Configuration Associating agent groups with queues (in the Contact Center Management website) To associate an agent group with a queue 1. 2. 3. In Contact Center Management, click YourSite=>Configuration. On the Configuration menu, click Queue=>Queue. Across from the queue to which you want to associate agent groups, click Members. The Edit queue members window appears. 4. Under Available agent groups, select the check boxes of the members you want to add to the queue and click Add >>. 5.
Adding resilient and/or Network ACD hot desking agents 145 Configuring Interactive Contact Center Queue control NOTE: • You must install Interactive Contact Center before you can use Interactive Contact Center Queue control. It is available to queues associated with 3300 ICP and 5000/Axxess media servers only. • Before you can use Interactive Contact Center Queue control, you must save the queue.
146 Chapter 6 Configuration Figure 6-9 Interactive Contact Center Queue control plan 5. 6. After Name, type the name of the plan. After Monitor, select the current queue or an alternate queue. An alternate queue is available only when you have more than one queue programmed in YourSite Explorer. The queues are displayed in the following format: site - media server - queue reporting number - queue name. 7. Select the queue or device that you want to place in, or remove from Do Not Disturb.
Adding resilient and/or Network ACD hot desking agents 147 12. After Variable type, if you select Longest Waiting, select a symbol or combination of symbols (>=, <, =, >, <=) and type the duration (hh:mm:ss) after which you want the queue plan to take action. For example, if you select > 00:05:00, then the queue control plan will take action only after the longest call waiting in queue has been waiting for more than five minutes. 13.
148 Chapter 6 Configuration Configuring reporting intervals (SX-200 and SX-2000) Configuring reporting intervals is done in the Contact Center Management website. To configure the reporting intervals for the abandon, answer, interflow, and handle statistics for the queue 1. 2. 3. 4. In Contact Center Management, click YourSite=>Configuration. On the Configuration menu, click Queue=>Queue. Across from the queue for which you want to configure reporting intervals, click Edit.
Adding resilient and/or Network ACD hot desking agents 149 Configuring Multimedia Contact Center Email routing options is done in the Contact Center Management website. To configure email routing options 1. 2. 3. 4. 5. In Contact Center Management, click YourSite=>Configuration. On the Configuration menu, click Queue=>Queue. Across from an email queue, click Edit. Click the Multimedia Contact Center Email/SMS routing options tab.
150 Chapter 6 Configuration 8. After Interflow time, type the time in minutes a chat message can wait in the original queue before it is sent to another queue (the interflow queue). 9. If you want to direct queue-delayed chat messages to an alternate queue, after Internally interflow contacts to this chat queue select the queue. The chat message will be interflowed to this queue after it has waited in the original queue for a set period of time (the interflow time you specified above). 10.
Adding resilient and/or Network ACD hot desking agents 151 6. After Queue public folder name, type the name associated with the public email address. The queue public folder name is the name used to describe the alias email for the queue. For example, if the alias is Support@yourcompany.com, then the public folder name could be Support. The Queue Public Folder Name appears in the Outlook public folder list as CyberAED/Queues/ . 7.
152 Chapter 6 Configuration Adding queue groups (in YourSite Explorer) To add a queue group 1. 2. 3. 4. 5. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Queue Groups. Click Add. Type a Name and a Reporting number for the queue group. On the ribbon, click Save. Associating queues with queue groups (in YourSite Explorer) To associate a queue with a queue group 1. In YourSite Explorer, in the left pane, click YourSite. 2. Under Devices, click Queue Groups. 3.
Adding resilient and/or Network ACD hot desking agents 153 To reduce the amount of unnecessary real-time monitoring in Contact Center Management and Call Accounting, advanced real-time monitoring that provides a variety of features and functionality is disabled by default for extensions and can optionally be disabled for agents and queues.
154 Chapter 6 Configuration 5. If the extension is a general business hot desking extension, select the Is general business hot desking check box. 6. Under Reporting and real-time options, select • Historical reporting only if you want to run reports on an extension, queue, or agent without real time monitoring. • Real time and reporting if you want to run reports on an extension, queue, or agent and monitor it with basic real time functionality, such as ACD states and statistics and presence.
Adding resilient and/or Network ACD hot desking agents 155 Adding extension groups (in YourSite Explorer) To add an extension group 1. 2. 3. 4. 5. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Extension groups. Click Add. Type a Name and a Reporting number for the extension group. On the ribbon, click Save. Associating extensions with extension groups (in YourSite Explorer) To associate an extension with an extension group 1. 2. 3. 4. 5.
156 Chapter 6 Configuration NOTE: If you want to report on SMDR information for SIP trunks you must ensure your SMDR tag is numbered. Please see "SMDR reporting on SIP trunks" in Appendix A in the Contact Center Management Installation Guide. Adding trunks (in YourSite Explorer) To add a trunk 1. 2. 3. 4. 5. 6. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Trunks. Click Add. Type a Name and a Reporting number for the trunk. Click ...
Adding resilient and/or Network ACD hot desking agents 157 Adding trunk groups (in the Contact Center Management website) To add a trunk group 1. In Contact Center Management, click YourSite=>Configuration. 2. On the configuration menu, click Trunk=>Trunk Group. 3. Click Add. 4. Type a Name and a Reporting number for the trunk group. 5. Select a Media server to associate with the trunk group. 6.
158 Chapter 6 Configuration Adding DNIS (in the Contact Center Management website) To add a DNIS 1. 2. 3. 4. 5. 6. 7. In Contact Center Management, click YourSite=>Configuration. On the configuration menu, click DNIS=>DNIS. Click Add. Specify DNIS identification information and select the media server for the DNIS. After Short Abandon, type the duration for the call abandon parameter.
Adding resilient and/or Network ACD hot desking agents 159 Associating DNIS to DNIS groups (in the Contact Center Management website) To associate a DNIS with a DNIS group 1. 2. 3. 4. 5. In Contact Center Management, click YourSite=>Configuration. On the configuration menu, click DNIS=>DNIS Group. Across from the DNIS group to which you want to associate DNIS, click Members. The Edit DNIS group members window appears.
160 Chapter 6 Configuration Adding Account Codes (in YourSite Explorer) To add an Account Code 1. 2. 3. 4. 5. 6. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Account Codes. Click Add. Type a Name and Reporting number for the Account Code. If the Account Code will be used as a call classification code, select the Use as Classification Code check box.
Adding resilient and/or Network ACD hot desking agents 161 Adding Make Busy Reason Codes Voice agents can place themselves in Make Busy using their phone sets, provided the Make Busy with Reason option is enabled on the telephone system. Using Interactive Contact Center, agents can place themselves in Make Busy with reason in Contact Center Client, and supervisors can place agents in Make Busy with reason in Contact Center Client.
162 Chapter 6 Configuration When adding a phone number to the database, you select • Area/City code when you are adding or updating the area code for a province/state/city For the phone number 613-599-0045, 613 is the area code. • City exchange when you are adding a new exchange For the phone number 613-599-0045, 599 is the city exchange (Kanata). • Contact when you are adding a phone number with contact information For the phone number 613-599-0045, 5990045 is the contact.
Adding resilient and/or Network ACD hot desking agents 163 To associate a Phone number with a Phone number group 1. 2. 3. 4. 5. In YourSite Explorer, in the left pane, click YourSite. Under Devices, click Phone number groups. Select a phone number group from the list. On the Membership tab, under Available members, select a Phone number and click > to move the Phone number to the Selected members list. On the ribbon, click Save.
164 Chapter 6 Configuration To view Intelligent Queue Smart Choice layers in the YourSite database • In Contact Center Management, click YourSite=>Configuration=>Intelligent Queue=>Intelligent Queue Smart Choice=>Intelligent Queue Smart Choice layer. The Intelligent Queue Smart Choice layer window appears. Under Media server, the Intelligent Queue media servers are listed. Under Reporting number, the Intelligent Queue Smart Choice layer reporting numbers are listed.
Configuring employee scheduling preferences 165 Adding Intelligent Queue ports to an Intelligent Queue port group To add an Intelligent Queue port to an Intelligent Queue port group 1. 2. 3. 4. In Contact Center Management, click YourSite=>Configuration=>Intelligent Queue=>Intelligent Queue Smart Choice=>Intelligent Queue Smart Choice port group. The Intelligent Queue Smart Choice port group window appears.
166 Chapter 6 Configuration Configuring employee roles To configure an employee role 1. In YourSite Explorer, in the left pane, click YourSite. 2. Under Devices, click Employees. 3. Select the employee to which you will add an employee role. 4. On the Workforce Scheduling tab, click General. 5. If the employee is a supervisor, select the Is a supervisor check box. Otherwise, next to Supervisor, select the employee’s supervisor from the list. 6. On the ribbon, click Save.
Configuring employee scheduling preferences 167 Configuring employee availability NOTE: If you do not specify availability, Schedule Builder assumes the employees are available 24 hours a day, seven days a week. To configure employee availability 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. In YourSite Explorer, in the left pane, click Workforce Scheduling. Click Employees. Select an employee. On the Workforce Scheduling tab, click Availability. Select the Uses availability check box.
168 Chapter 6 Configuration Configuring employee skills NOTE: If you have selected multiple employees to edit, skills that are not available to these employees are greyed out and cannot be assigned. To configure employee skills 1. 2. 3. 4. 5. 6. 7. In YourSite Explorer, in the left pane, click Workforce Scheduling. Click Employees. Select an employee. On the Workforce Scheduling tab, click Skills.
Configuring scheduling options 169 Configuring overtime types You can configure the following overtime parameters: • Pay rate multiplier—The number of times by which the basic pay is increased to calculate the overtime pay rate. For example, if the pay rate multiplier is 1.
170 Chapter 6 Configuration To configure a time off type 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. In YourSite Explorer, in the left pane, click Workforce Scheduling. Click Time off. Click Add. After Name, type the name of the time off type. If employees will be paid for this time off type, under Effects, select the Paid time off check box and select a color for the time off type. If employees can request this type of time off from Employee Portal, under Effects, select the Can be requested check box.
Business hour schedules 171 Business hour schedules You create schedules that accurately reflect the business hours of your operation. You can create yearly or seasonal schedules. When you install Contact Center Management, the 24/7 default schedule is created. This schedule is for businesses that operate 24 hours a day, seven days a week. Your contact center software performs certain tasks during business hours and other tasks after business hours.
172 Chapter 6 Configuration Managing schedule exclusion lists To manage schedule exclusion lists in YourSite Explorer 1. 2. 3. 4. 5. 6. 7. In YourSite Explorer, click Schedules. Click Add. Click Manage schedule exclusion list. After Name, type the name of the exclusion list. On the calendar, click the dates you want to exclude from the schedule. Click Save. Click Apply to apply the new schedule exclusion list to the schedule. To manage schedule exclusion lists in Contact Center Management 1. 2. 3. 4. 5.
Security roles 173 Security roles have two components: • Basic—Basic security controls user access to specific areas of Contact Center Management, Flexible Reporting, and to Workforce Scheduling and Schedule Adherence. • Advanced—Advanced security controls user access to customized lists of devices, real-time monitors, profiles, reports, sites, and users. Creating and applying security roles You can create security roles in a number of combinations of basic and advanced properties.
174 Chapter 6 Configuration Figure 6-10 Security flow chart Creating security lists You can use advanced security to restrict user access to sites, reporting, and real-time functions. Before you can specify advanced security, you must create security lists (device lists, real-time monitor lists, report lists, site lists, and/or user lists). Each list must contain the devices, real-time monitors, reports, sites, and/or users to which employees are granted access.
Security roles • • • • • • 175 Devices include agents, agent groups, divisions, DNIS groups, employees, employee groups, Intelligent Queue Smart Choice Layer groups, Intelligent Queue Smart Choice Port groups, Intelligent Queue voice call back queue groups, Intelligent Queue Web call back queue groups, queue groups, teams, trunk groups, and voice extension groups. Statistics are generated from these devices. You can view these statistics or generate a report from them.
176 Chapter 6 Configuration Figure 6-11 Basic security tab To configure security 1. 2. 3. 4. 5. 6. 7. In Contact Center Management, click YourSite=>Security=>Security roles. The Security roles window appears. It lists all of the security roles that have been created. Click Add a role. After Role name, type the name of the security role, (for example, Contact Center Management only).
Security roles 177 Table 6-6 YourSite Explorer synchronization - security setting options Option Description No access If No Access is enabled you cannot configure Enterprise settings or devices in YourSite Explorer. Allow Read Access Allow Read Access enables you to read Enterprise/device configuration settings on the telephone system(s).
178 Chapter 6 Configuration Verifying security role properties To verify the properties of a security role 1. 2. In Contact Center Management, click YourSite=>Security=>Security roles. The Security roles window appears. It lists all of the security roles that have been created. Click View adjacent to the security role for which you want to view properties. You can assign the security roles to new users and to existing users.
179 Chapter 7 Real-time Monitors Contact Center Client Providing Contact Center Client functionality to teleworkers WallBoarder Troubleshooting real-time issues
180 Chapter 7 Real-time Monitors
181 Real-time Monitors The Enterprise Server continuously updates the real-time applications with telephone system data, and simultaneously updates connected clients through Transmission Control Protocol-Internet Protocol (TCP/IP). The real-time applications include Contact Center Client and WallBoarder. Supervisors and agents can view real-time voice statistics in Contact Center Client and the phone availability of contact center and general business employees.
182 Chapter 7 Real-time Monitors • • Contact Center Screen Pop Contact Center Screen Pop is an optional application that launches applications or Web pages. In addition, it enables agents to automatically receive caller and account information via pop-ups on their computer monitors every time they receive calls. See “Using Contact Center Screen Pop” on page 383.
Contact Center Client 183 Starting Contact Center Client You start Contact Center Client to access real-time functionality. Supervisors and agents can view real-time voice statistics. In contact centers that have the optional Multimedia Contact Center application, supervisors and agents can view real-time voice, email, chat, and fax statistics. After starting Contact Center Client, you can choose to minimize it to either the system tray or the taskbar, depending on your operating system.
184 Chapter 7 Real-time Monitors Agent states NOTE: If Contact Center Client becomes disconnected from the server, upon re-connection agent states will automatically be synchronized with the server. Table 7-1 lists the agent states and their corresponding icons for voice, email, chat, and fax.
Contact Center Client 185 Table 7-1 Agent states System Make Busy - - - Work Timer If an agent is a multimedia agent and is logged on to two or more media servers simultaneously, the system sends the agent only one incoming communication at a time. For example, when the agent picks up a call, then the system places the agent ID(s) for the other media server types in System Make Busy.
186 Chapter 7 Real-time Monitors Table 7-2 Extension states Icon Term Meaning Outbound Call Extension is on an outgoing call Outbound Hold Extension has placed an outgoing call on hold Forwarded to Extension has set all incoming calls to be forwarded to an alternate answer point Camp on Extension is on a call and an incoming call is camped on (waiting to be answered) Off Hook Extension’s phone is off the hook, so cannot receive calls Do Not Disturb Extension has activated Do Not Disturb and
Contact Center Client • • • • • • • • • • • 187 Hide and show columns Filter device variables Set alarms Clear alarms Define monitor styles Group data Print monitors Arrange windows Modify the view Build marquee monitors to broadcast statistics and messages Chat online with agents and supervisors Contact Center Client options The following options apply to real-time monitors.
188 Chapter 7 Real-time Monitors On the agent, employee, and extension monitors you can also display tool tips, display a pattern upon failover, and display instant messaging online presence indicators. On the Agent and Employee State by Time monitors, you can also sort logged off agents by the longest logged off first. Print monitor The Print monitor command prints the current monitor.
Contact Center Client 189 Always on top When you right-click a monitor tab, under Windows, and select the Always on top command, Contact Center Client always displays on your desktop on top of all other open applications. View The View command hides or displays the main menu, status bar, real-time monitors, and email, fax, chat, and voice legends.
190 Chapter 7 Real-time Monitors Agent, Employee, and Extension State by Position The Agent, Employee, and Extension State by Position monitors provide real-time information in cells that you can arrange to mirror your floor plan: you can view agents, employees, or phone extensions by their physical position in your contact center. In addition, these monitors enable you to view the current status of general business extensions. Card designs enable you to customize the information displayed in the cells.
Contact Center Client 191 Agents can log on to the telephone system using only one agent ID at a time. If your agents have multiple voice IDs (and therefore multiple cells) the Agent State by Position monitor becomes cluttered. If you have agents who are cross trained to answer calls for different departments (and log in and out of various voice queues) the telephone system requires you assign the agents multiple IDs.
192 Chapter 7 Real-time Monitors Viewing extensions In your business, you may be monitoring • Traditional or hot desking ACD agents who sit at different desks each day and who log on using their agent ID • General business, traditional extensions (non-contact center employees) who sit at the same desks each day, are assigned their own desk phone extensions, and do not log on to their phones (their phones are programmed with their personal settings and are always active) • General business, hot desking ext
Contact Center Client 193 If an agent cell in a monitor is grayed out, the phone is not connected to the network and considered out of service. The out of service state applies to phones that are not connected to the network, Teleworker employees that have lost their Internet connection, phones that are physically disconnected or malfunctioning, or employees that are not logged into their soft phone.
194 Chapter 7 Real-time Monitors Agent State and Employee State by Time The Agent State by Time and Employee State by Time monitors provide real-time agent information under ACD, Idle, Non ACD, Unavailable, and Logged Off column headings. They display the same real-time information as that of the Agent State by Position, Employee State by Position, and Extension State by Position monitors. See “Agent, Employee, and Extension State by Position” on page 190.
Contact Center Client 195 Agent State by Time for Queue The Agent State by Time for Queue monitor is a new Contact Center Client real-time monitor designed specifically for contact centers using Agent Group Presence functionality. However, the Agent State by Time for Queue monitor is available for all media server types.
196 Chapter 7 Real-time Monitors Agent Shift The Agent Shift monitor provides running totals of statistics on individual agents for the day. You can specify which columns of statistics are displayed, rearrange columns, and sort individual columns in ascending or descending order. (See Figure 7-10.) Figure 7-10 Agent Shift Agent Shift column heading definitions Table 7-5 describes the Agent Shift column headings.
Contact Center Client 197 Table 7-5 Agent Shift column headings Term Meaning ACD Count the total number of ACD calls answered by the agent Short ACD Count the total number of ACD calls answered that lasted less than 20 seconds Hold ACD Count the number of times the agent put ACD calls on hold Non-ACD Count the total number of non-ACD calls answered by the agent Non-ACD Hold Count the number of times the agent put non-ACD calls on hold Outbound Count the total number of outgoing calls the agen
198 Chapter 7 Real-time Monitors Figure 7-11 Queue by Period Queue by Period column heading definitions Table 7-6 describes the Queue by Period column headings.
Contact Center Client 199 Table 7-6 Queue by Period column headings Term Meaning Make Busy the total time the agent spent in the Make Busy state during the 15-minute interval Occupancy the total time the agent spent in an occupied state during the 15-minute interval (occupied state excludes idle time) Queue Now and Queue Group Now NOTE: • Contact Center Client updates Longest Waiting statistics every fifteen seconds, or more frequently as records are received from the telephone system.
200 Chapter 7 Real-time Monitors Figure 7-12 Queue Now Queue Now and Queue Group Now column heading definitions Table 7-7 describes the real-time and over-the-business-day Queue Now and Queue Group Now statistics.
Contact Center Client 201 Table 7-7 Queue Now and Queue Group Now column headings Term Meaning Requeued the total number of calls re-queued for the day Average Time to Handle the average time it takes for the call to be answered by an agent Average Time to Abandon the current average duration callers wait before abandoning calls Average Talk Time The current average time agents spend talking to callers Service Level % the percentage of calls answered within your Service Level Time value over th
202 Chapter 7 Real-time Monitors Table 7-7 Queue Now and Queue Group Now column headings Term Meaning Offered Last 15 Minutes the total number of calls offered to the queue in the last 15 minutes of business Time to Handle Last 15 Minutes the predicted duration callers, who call in the last 15 minutes of business, wait before being answered by an agent Average Handling Time Last 15 Minutes the average duration of calls from agent pick up to client hang up (including hold time) during the last 15 mi
Contact Center Client 203 Table 7-7 Queue Now and Queue Group Now column headings Term Meaning Wrap Up the total time the agent spent in the Work Timer state Make Busy the total time the agent spent in the Make Busy state Occupancy the total time the agent spent in an occupied state (occupied state excludes idle time) Viewing queue chart statistics NOTE: • You can see queue charts during business hours as long as the business schedule you configure in YourSite=>Schedule is consistent with your com
204 Chapter 7 Real-time Monitors Figure 7-14 Queue Performance by Period chart Viewing web pages While using Contact Center Client, you can view web pages using the Web browser monitor. To view a web page within Contact Center Client 1. 2. 3. 4. 5. Click View=>New Web Browser. The Web Browser Properties window opens. After Monitor title, type a name for the monitor. After Start URL, type the Web address of the website to view.
Contact Center Client 205 Opening monitors NOTE: If you are upgrading to Contact Center Management Version 5.4, before you can select the Caller ID card on the Add/Remove devices window of agent, employee, and extension monitors, you must make the card available. To do so, right-click an open monitor, select the Caller ID card under Properties, Layout=>Card design and click Apply. To view statistics on your desktop in Contact Center Client 1. 2. 3. 4. 5. 6. 7.
206 Chapter 7 Real-time Monitors Figure 7-16 Docking monitors 4. Release the mouse button. Your monitors are displayed on overlapping tabbed panels. See Figure 7-17.
Contact Center Client 207 Adding and removing devices You can add and remove devices from all of the Contact Center Client monitors except for the chart monitors. To add devices to the bottom of a monitor 1. 2. 3. Right-click an open monitor and click Add/Remove devices. Under Agent/Employee/Queue groups, select additional agent, employee, or queue groups to add to the monitor, or under Agents/Employees/Queues, select additional agents, employees, or queues to add to the monitor. Click OK.
208 Chapter 7 Real-time Monitors To sort agents or employees by name • Right-click a monitor and click Sort monitor=>By name. To sort agents or employees by extension • Right-click a monitor and click Sort monitor=>By extension. Rearranging cells You can rearrange cells on the Agent State by Position, Employee State by Position, and Extension State by Position monitors. To rearrange cells • On an open monitor, drag a cell to a different position on the monitor.
Contact Center Client 209 Filtering device variables On the Queue Now, Agent Shift, Queue by Period, and Queue Group Now monitors, you can filter specific device variables. For example, on the Queue by Period monitor, you could filter the Calls Offered variable and display statistics for the intervals during which the queue was offered five or more calls. To filter variables 1. 2. 3. Right-click a monitor and click Filter device variables.
210 Chapter 7 Real-time Monitors Specifying performance threshold colors To configure performance threshold colors 1. 2. 3. 4. 5. For the alarm threshold for which you want to specify colors, under Background, click the arrow. A color palate appears. Select a color. Under Font color, click the arrow. A color palate appears. Select the font color for the alarm threshold. Click OK. Specifying threshold sound notification To configure performance threshold sound notification 1. 2. 3. 4.
Contact Center Client 211 To clear any current client alarms in Contact Center Client • Right-click the monitor and click Clear alarms. Figure 7-18 Set alarms window Customizing the information displayed on position and time monitors On the agent, employee, and extension by position and by time monitors, real-time information is displayed in cells (cards). You can select from available card designs, or customize cards to display specific information.
212 Chapter 7 Real-time Monitors Selecting and customizing card designs To select a card design 1. 2. 3. 4. Right-click an open position or time monitor and click Properties. Click Layout=>Card design. Under Design name, select a card design. Click OK. To customize cards for position and time monitors 1. Under Card design, If you want to create a card design, click New. If you want to edit an existing card design, select a card design and click Edit.
Contact Center Client 213 Figure 7-19 Card Design Window Adding text to card designs You can use a text box to add custom text to a card. To edit text that you have added to a card 1. 2. 3. 4. 5. Select the text box. Properties appear on the right. Under Properties, in the box to the right of Text, type the text to be added to the card. Click OK. Click OK. Defining monitor styles You can customize the appearance of individual monitor elements.
214 Chapter 7 Real-time Monitors Grouping data You can group rows of data in the Queue Now monitor, and other monitors that contain columns. For example, you can group the data by the ACD count statistic and readily see which agents handled the most calls, and which agents handled the least calls, as illustrated in Figure 7-20. Figure 7-20 Enable grouping The Enable grouping option displays a grouping panel to which users drag columns. The grouping order determines the order in which the rows appear.
Contact Center Client 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 215 Click Format marquee. The Format marquee window appears. After Background color, select a color for the background. After Cell color, select a color for the marquee cells. After Cell size, specify a value for the size of the marquee cells. After Cell spacing, select a value for the space between marquee cells. To specify the marquee text font type and color, click Format font. The Font window appears. Select font attributes. Click OK.
216 Chapter 7 Real-time Monitors Configuring charts characteristics You can select specific call statistics to display on queue charts.
Contact Center Client Figure 7-21 Queue Now (Integer) chart To select call statistics to display 1. 2. 3. 4. 5. 6. Right-click an open queue monitor and click Properties. Expand the Chart properties tree and click Series data selection. Select the Series data type: Integer, Percentage, or Time. Under Visible, select the check box of the data you want to add to the chart. Alternatively, under Visible, clear the check box of the data you want to remove from the chart. Click OK.
218 Chapter 7 Real-time Monitors Enabling the x axis to scroll on queue charts Under Properties, you can enable the x axis to scroll on queue charts. When the scroll feature is enabled, and when call statistics cannot all be displayed along the x axis due to space constraints, the x axis becomes a scroll bar. You slide the scroll bar to view all of the statistics displayed along the x axis. To enable the x axis to scroll on queue charts 1. 2. 3. 4. Right-click an open queue monitor and click Properties.
Contact Center Client NOTE: • In order to use Enterprise / Presence Chat integration, you must enable Contact Center Chat. • If Contact Center Chat is disabled for a particular site all employees associated to that site will be unable to communicate with each other using Contact Center Client. Sending an initial Contact Center Chat message On an agent, employee, or extension monitor, you can right-click an agent’s cell and click Send instant message to send an online message to the agent.
220 Chapter 7 Real-time Monitors Adding someone to a conversation To add someone to a conversation 1. 2. 3. On the Conversation window, click the Invite someone to join this conversation icon. Double-click a contact to add the contact to the conversation. Click Send. Responding to a Contact Center Chat message Agents and supervisors can receive Contact Center Chat messages only if they are logged on to Contact Center Client. To respond to a chat message 1. 2. Type a message. Click Send.
Contact Center Client Table 7-8 Presence indicators Presence Icon Status Text Description Available The contact is online and can participate in conversations. Users can manually set this status, but the next automatic state change will override this setting. Busy In a Call In a Conference In a Meeting The contact is available, but is engaged by another activity. Possible activities include the following: • In a Call—the contact is in a phone, voice, or video conversation.
222 Chapter 7 Real-time Monitors Presence Icon Status Text Description Inactive The contact may be available, but their computer has been idle for more than the idle time period setting (5 minutes by default) but not long enough for the status to change to Away. Alternatively, the user’s screen saver has started. This status is set by Communicator.
Contact Center Client Figure 7-23 Office Communicator 2. 3. 4. Double-click a contact. The Conversation window appears. Type a message. Click Send. To send an instant message while viewing agents on an agent, employee, or extension monitor 1. 2. 3. Right-click a cell in any open agent monitor and click Send instant message. The Conversation window appears. Type a message. Click Send. Configuring business extensions in Office Communicator To configure a business extension 1. 2. 3. 4. 5.
224 Chapter 7 Real-time Monitors Adding someone to a conversation To add someone to a conversation 1. 2. 3. On the Conversation window, click the Invite someone to join this conversation icon. Double-click a contact to add the contact to the conversation. Click Send. Responding to a message in Office Communicator To respond to a chat message 1. 2. Type a message. Click Send. Office Communicator sends your response to all chat session participants.
Providing Contact Center Client functionality to teleworkers 225 Setting up phones for teleworkers If you work at the office and select Remember my credentials when you log on to Contact Center Client, and then subsequently attempt to log on remotely, your log on will fail. Contact Center Client does not recognize your office IP address when you log on remotely.
226 Chapter 7 Real-time Monitors Setting up soft phones to support Teleworker Solution To set up Contact Center Softphone or Contact Center PhoneSet Manager for Teleworker Solution V4.5 or V5.0.12.0 support on a client computer 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. Consult your network administrator to confirm your soft phone extension number. Ensure your headphone is connected. Run Client Component Pack.
WallBoarder 227 Using Teleworker Solution with Contact Center Client When a remote agent first logs on to Teleworker Solution V4.5 or V5.0.12.0, the agent accesses the MAS Server through a certificate validation process. The system administrator must approve the Teleworker Solution V4.5 or V5.0.12.0 certificate before the agent can use Teleworker Solution. To enable home-based and remote employees to use Contact Center Client 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16.
228 Chapter 7 Real-time Monitors Site At the Site level, you • Add sign groups to your site by clicking Add=>Sign group. • Specify the name of the computer on which the WallBoarder Service is installed on the Edit WallBoarder Service for tab. • Enable priority messages on the Priority message tab. • View communications between the Enterprise Server Service and the WallBoarder Service on the Database load log tab. • Verify the serial addresses of your wall signs on the Query signs tab.
WallBoarder 229 Sign addresses distinguish wall signs for messaging purposes. Each wall sign has a unique sign address. You add one or more signs to a sign group. For example, you could add Wall sign 1 to Sign group 1, and Wall signs 2 to 4 to Sign group 2. You associate each sign group with a sign plan. Using sign groups and sign plans you can display the same message on one or more wall signs, or display unique messages on all wall signs.
230 Chapter 7 Real-time Monitors Reinitialize all of the wall signs in this sign group The Reinitialize all of the wall signs in this sign group command restarts all of the wall signs in the sign group instantly, clearing all of the sign memory. Apply to all of the sign groups at this site The Apply to all of the sign groups at this site command applies the configuration values on the Advanced tab to all of the sign groups at the site.
WallBoarder 231 Diagnostics Under Diagnostics, the following tabs list information pertaining to wall sign function and are used for trouble shooting purposes: • General • Properties • Tool tab • Error reporting • Current message tabs Tools tab Under Diagnostics, the Tools tab displays wall sign settings and provides the following functions: • Reset sign restarts the wall sign and empties the sign memory. • Get status displays the latest sign diagnostics.
232 Chapter 7 Real-time Monitors Sign messages At the Sign message level, you • Compose, test, and save message strings displayed on wall signs on the Add sign message tab Message strings indicate to the wall sign how messages are displayed. They are constructed of • Text • Queue and queue group performance variables (Variables) • Display characteristics (Position, Color, Effects, Special, and Miscellaneous) • Add sign messages to your site by clicking Add.
WallBoarder 233 Sign plans The WallBoarder Service displays messages in the following order: 1. 2. 3. 4. 5. Priority messages Business-hour messages Scheduled messages Sign plan messages Default sign plan message At the Sign plan level, you • Create a sign plan. • Associate the sign plan with a sign group. • Specify up to five statements (conditions) for the sign plan on the Add sign plan tab. • Specify the hours of operation for your business on the Business hours tab.
234 Chapter 7 Real-time Monitors The Scheduled messages tab provides the following function: • Play this message during these hours specifies the message to be displayed and the schedule for displaying the message. NOTE: You create schedules under YourSite=>Schedule.
WallBoarder 235 If you do not want to dedicate an Enterprise Server com port to your wall signs (or you simply need another computer to connect to a wall sign), you can hook up your wall sign(s) to a client computer. You click Help=>Software downloads/Installations=>Remote server installation and install a remote media server (data collection point) on a client computer.
236 Chapter 7 Real-time Monitors Creating sign groups NOTE: You must create at least one sign group in order to register wall sign addresses. You can include all of the wall signs under one sign group, or create additional sign groups. Keep in mind that all of the signs in the same sign group, display the same messages. Sign addresses distinguish wall signs for messaging purposes. Each wall sign has a unique address.
WallBoarder 237 Adding signs to sign groups NOTE: You can add one or more signs to a sign group. Keep in mind that all of the signs in the same sign group, display the same messages. To add signs and specify sign information 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. Click Real-time=>WallBoarder. Click a sign group. Click Add=>Sign. The Add sign tab appears. After Name, type the sign name. After Sign address, select the address for the sign (for example, type 1).
238 Chapter 7 Real-time Monitors Figure 7-27 Diagnostics tab Configuring sign variables You define and save display characteristics for sign variables (performance variables associated with a particular queue or queue group) on the Add sign variable tab. To configure sign variables 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. Click Real-time=>WallBoarder. Click +, located beside local site. Click Sign variables. The Add sign variable tab appears. See Figure 7-28.
WallBoarder 239 Figure 7-28 Add sign variable tab Configuring sign messages You compose, test, and save message strings displayed on wall signs on the Add sign message tab. Message strings indicate to the wall sign how messages are displayed. They are constructed of performance variables, text, display features, and optionally graphics. Consider the message strings defined in Figure 7-28. WallBoarder displays the first message string on the top line [PS02-Top Line] of the wall sign.
240 Chapter 7 Real-time Monitors Figure 7-29 Add Sign Message tab Creating sign plans You associate each sign group with a sign plan. Using sign groups and sign plans, you can display the same message on one or more wall signs, or display unique messages on all of the wall signs. All of the signs in a sign group display the same messages.
WallBoarder 241 Figure 7-30 Add sign plan tab Creating sign plans for daisy-chained signs If your wall signs are daisy chained together and you want to display the same messages on all of the wall signs, you create one sign group, add your signs to it, and associate the sign group with a sign plan. The wall signs share the same com port, but have unique serial addresses.
242 Chapter 7 Real-time Monitors Figure 7-31 Add sign plan tab Activating priority messages NOTE: • You create priority messages on the Add sign message tab. • Priority messages override all of the other messages. To activate a priority message 1. 2. 3. 4. 5. 6. Click Real-time=>WallBoarder. Expand the Enterprise tree and click the name of your site. The Edit WallBoarder Service for tab appears. Click the Priority message tab. See Figure 7-32.
Troubleshooting real-time issues 243 You can schedule specific messages to play according to schedules. To schedule a message 1. 2. 3. 4. 5. 6. 7. 8. Click Real-time=>WallBoarder. Expand the Enterprise tree and click Sign plan. The Add sign plan tab appears. Click the Scheduled messages tab. See Figure 7-33. Select a check box to activate a schedule. Select the Play this message check box to activate the message. After Play this message, select a message.
244 Chapter 7 Real-time Monitors To specify that an employee is a resilient employee 1. 2. 3. 4. 5. In Contact Center Management, click YourSite=>Configuration. On the Configuration menu, click Employee=>Employee. Select an employee and click Edit. If the employee will be tracked and reported in real-time and reporting in a resilient environment, select the This employee is resilient and will be tracked in real time and reporting check box. Click Save.
Troubleshooting real-time issues 245 To add the user as a contact in Office Communicator • In Communicator, click Contacts=>Add a Contact and add the user’s email address as specified on the SIP server.
246 12. 13. 14. 15. Chapter 7 Real-time Monitors After Phone MAC address, select the phone type you will use for teleworking: • If you have a desk phone, select Desk phone and type the MAC address located on a sticker under your desk phone. • If you have a soft phone, select Soft phone, type your soft phone extension number, and click Get MAC Address. Click OK. Click Log on. A message appears stating “Waiting for certificate approval.
Troubleshooting real-time issues 6. 7. 8. 247 If you use Secure Socket Layer, select SSL. After Phone MAC address, select the phone type you will use for teleworking: • If you have a desk phone, select Desk phone and type the MAC address located on a sticker under your desk phone. • If you have a soft phone, select Soft phone, type your soft phone extension number, and click Get MAC Address. Click OK. CAUTION: If you will be adjusting the Teleworker Solution V4.5 or V5.0.12.
248 Chapter 7 Real-time Monitors
Chapter 8 Reports Understanding reports Reporter Scheduled Reports Reporting Service
250 Chapter 8 Reports
Understanding reports 251 Reports NOTE: As a best practice, we recommend you limit the reports you run to under 65,000 rows of data. If you need to run reports with more than 65,000 rows of data you must take the following requirements into consideration. Reports with more than 65,000 rows can only be viewed in Microsoft Excel 2007 or greater. In addition to this, you must ensure that your Enterprise Server hardware meets the minimum memory requirements.
252 Chapter 8 Reports Abandoned Abandoned calls are calls that do not reach agents because callers hang up. Abandoned chats are chats that do not reach agents because customers end the chat sessions before agents become available to chat. Neither emails nor faxes can be abandoned. A call is considered a Call Abandoned (Long) call when the caller hangs up after the Short Abandon time threshold.
Understanding reports 253 Figure 8-1 Service Level percent Setting the Service Level objective An appropriate Service Level objective is one that • Satisfies customers’ expectations for service • Keeps abandonment in check (at less than five percent) • Minimizes expenses and maximizes revenue • Meets with the approval and support of agents, supervisors, and senior management Voice queue Service Level objective You set the queue Service Level objective in YourSite Explorer, YourSite, Queues (3300 ICP, 50
254 Chapter 8 Reports Email queue service level objective You set the email queue Service Level objective in YourSite=>Configuration, Queue=>Queue. The email statistics defaults are • Service Level percent = 80% • Service Level time = 120 minutes • Short handle threshold = 20 minutes You set the interflow value in YourSite=>Configuration, Queue=>Queue, Multimedia Contact Center Email routing options tab. There is no interflow default for email.
Understanding reports 255 There is no interflow default for email. The following concepts do not apply to email: • Overflow • Wrap-up time • Abandon Report types For a complete description of report types and fields, see the Mitel Contact Center Solutions Reports Guide. The Contact Center Management report types include voice, email (includes SMS), chat, fax, multimedia, Workforce Scheduling, and Intelligent Queue reports. Administrative reports Administrative reports consists of the Employee Profile.
256 Chapter 8 Reports Chat reports Chat reports provide detailed information about Chat performance. Chat reports can be generated on the following devices: Agent, Agent Group, Queue, and Queue Group. You can generate these reports if you are licensed for Multimedia Contact Center Chat. Fax reports Fax reports provide detailed information about fax performance. Fax reports can be generated on the following devices: Agent and Agent Group.
Understanding reports 257 Queue Group (Answer, Handle, Abandon) Spectrum by Queue The spectrum reports provide valuable information on how calls are dispersed in your contact center.
258 Chapter 8 Reports Table 8-1: Solving problems with queue reports What do I watch for in the queue reports? High abandon callers How do I find the source of the problem and resolve it? Why did the callers hang up? 1. 2. 3. A high requeue count (because it decreases the Average Speed of Answer time and the Service Level) Check the Average Delay to Abandon statistic.
Reporter 259 Table 8-2: Solving problems with agent reports What do I watch for in the agent reports? High Unavailable statistics How do I find the source of the problem and resolve it? Are agents accumulating Unavailable time and Make Busy peg counts? 1. 2. 3. Check the Agent Event by Period (hh:mm:ss) report to evaluate individual statistics. Determine how much Make Busy and Do Not Disturb (DND) time agents are logging.
260 Chapter 8 Reports Setting up contacts and contact groups Before you generate a report, if you want to email that report, you must set up • My email contacts, which includes personal email addresses • My email contact groups, which includes mailing lists comprised of global contacts and My email contacts Setting up email contacts for emailing reports To set up groups for emailing reports 1. 2. 3. 4. Click My options=>My contacts=>My email contacts. The My email contacts window opens. Click Add.
Reporter 261 To generate a report 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. Click Reporter=>Voice=>Agent reports. The Basic tab appears. See Figure 8-2. After Report type, select the Agent Group Performance by Period report. After Agent group, click one or more agent group. Hold down the key or key to select more than one agent group. NOTE: If you want one report that spans two days (for example, from December 3 at 9 P.M. to December 4 at 5 A.M.
262 Chapter 8 Reports Figure 8-2 Reporter: Basic tab Emailing reports To email a report 1. 2. 3. 4. 5. 6. 7. After selecting a report to email, click the Advanced tab. After Report output language, select the language of the report from the list. If you want to email the report spreadsheet, under Excel distribution, select either the this contact group or this contact check box. Or, if you want to email to a specific address, select the this email address check box and type the email address.
Scheduled Reports 263 Scheduled Reports You use Scheduled Reports to automate the generation of voice, email/SMS, chat, fax, multimedia, Workforce Scheduling, and Intelligent Queue reports. You can restrict user access to any or all of the reports with advanced security roles. See “Creating and applying security roles” on page 173. SMS reports are handled as email reports in Version 5.7 SP1.
264 Chapter 8 Reports Using Workforce Scheduling Schedules, you can • Generate reports on employee schedules. • Distribute agent/employee report schedules to yourself and to individual employees associated with the schedules you select. Creating Contact Center Management Report schedules To create a schedule for Contact Center Management reports 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Click Reporter=>Scheduled Reports. The Contact Center Management Report schedules tab opens. Click Next>>.
Scheduled Reports 265 Figure 8-3 Scheduled Reports: Properties tab Creating Contact Center Management User report schedules To create a schedule to automatically email agents/employees their reports 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Click Reporter=>Scheduled Reports. Click the Contact Center Management User report schedules tab. Click Next>>. The Properties tab opens. After Schedule name, type a schedule name.
266 Chapter 8 Reports 5. 6. 7. 8. 9. 10. 11. After Schedule will run, select the schedule frequency, for example, every day, every Wednesday, or the start of month. When you select the day, all of the reports associated with this schedule will be generated that day, every week. After at, click the time of day the schedule will be activated. For example, if you select Wednesday at 7:00 A.M., all of the reports associated with this schedule will be generated every Wednesday at 7:00 A.M.
Scheduled Reports 267 5. 6. 7. If you are generating an event by period report, after Interval, select the time interval for reporting. After Report mode, select either Default or Over midnight. After Days to include, select the days of the week to include in the report (for example, if you select a date range of September 1 to 30, and select Wednesday and Friday as the days to include, you will produce a report for the Wednesdays and Fridays that fall between September 1 and September 30). 8.
268 Chapter 8 Reports Reporter Inbox options Report Inbox has the following options. • Report type lists the report name. • Media server defines the media server used in reporting. • Reporting specifies the reporting number of the device or device group as configured on the telephone system. • Name is the name of the device or device group. • Request date is the date and time the report was generated. • Status field confirms if your report is ready.
Scheduled Reports 269 To view a call recording 1. 2. 3. 4. 5. Run a Lifecycle report that contains call recordings. See “Generating reports” on page 260. Click View Report Inbox (upon submitting a report) or click Report Inbox=>Today’s reports. After the report is complete, click View to view the Lifecycle report. Click a call recording hyperlink. See Figure 8-4. If you have a Verint call recorder, you are directed to the call recording player.
270 Chapter 8 Reports Configuring user printer settings All email and network printing is handled from the Enterprise Server. Local printing is handled from the client computer. If you want to print to a private desktop printer, you must configure the Employee user account (YourSite Explorer=>YourSite=>Employee, on the User account tab) and you must run the Contact Center Client on the client machine where the printer resides. To configure a network printer 1. 2. 3. 4. Click YourSite=>Configuration.
Troubleshooting reporting issues 271 Configuring reports to exclude Junk Mail from completed email statistics Using the Registry Editor on the Enterprise Server, you can configure multimedia reports to exclude Junk Mail from the completed email statistics.
272 Chapter 8 Reports
Chapter 9 Forecasting Forecasting terms Forecasting tool
274 Chapter 9 Forecasting
Forecasting terms 275 Forecasting Forecasting involves taking historical data generated by your telephone system and using it to predict future traffic volumes and patterns. Forecasting is the basis for estimating required resources, such as agents, trunks, and workstations. You take a year or more of ACD queue traffic data, examine trends in Call Load patterns and determine the ACD Handling Times of the calls.
276 Chapter 9 Forecasting Forecasting tool You use the Forecasting tool to create forecasts based on historical contact center traffic volumes. You can then perform "what-if" scenarios, and optimize the balance between the agents scheduled and your Service Level objectives. To forecast resource requirements you 1. 2. 3. 4. Load historical data. Modify historical data if required. Perform a forecast. Print the forecast.
Forecasting tool 277 Modifying Average Talk time You can modify the Average Talk time value for one day or several days simultaneously. To modify the Average Talk time parameter on the forecast grid 1. 2. 3. 4. 5. Click Modify...=>Average Talk time. See Figure 9-1.
278 Chapter 9 Forecasting Modifying Calls Offered You can modify the Calls Offered value for one or several time intervals simultaneously. To modify the Calls Offered parameter on the forecast grid 1. 2. 3. 4. 5. Click Modify...=>Calls Offered. See Figure 9-2.
Forecasting tool 279 Modifying the weekly total for Calls Offered You can modify the Calls Offered values for an entire week simultaneously. Modifying these values changes the number of Calls Offered while maintaining the same proportion of calls across all time intervals. For example, if you increase the weekly total by 10 percent, an interval with 10 calls will change to 11. However, an interval with zero calls will remain zero. To modify the Calls Offered parameter on the forecast grid 1. 2. 3. 4. 5.
280 Chapter 9 Forecasting Printing forecasts After you generate forecast data you can print it. To print a forecast 1. 2. 3. 4. Click Export Forecast. The Forecast data export window opens. Click Printer. Click Export. The print preview window opens. Click the print direct icon, or click the print icon, specify your printer options, and click OK. Saving forecasts as Excel files After you generate forecast data you can export it to a Microsoft Excel spreadsheet. To export a forecast as an Excel file 1.
Chapter 10 Data-mining ACD Inspector SMDR Inspector Auditor
282 Chapter 10 Data-mining Tools
ACD Inspector 283 Data Mining The data-mining tools comprise • ACD Inspector ACD Inspector searches for agent and ACD queue event records. • SMDR Inspector SMDR Inspector searches through SMDR data to find specific contact center events. • Auditor Using Auditor you can view the historical real-time events that occurred on a particular date, in the sequence they occurred, at your own pace.
284 Chapter 10 Data-mining Tools Agent events criteria for searches NOTE: When conducting a search, if you accept the default settings—all check boxes—the search output will contain all of the event records. You can clear check boxes to narrow down your search. For example, if you clear all of the agent states except for the Agent login and Agent logout check boxes, the agent event search output will include log on and log off event records only.
ACD Inspector 285 Agent events The Agent events criteria are listed and automatically selected. Idle event modifiers The idle event modifier check boxes provide additional agent event searches. You can select one or more check boxes to include records for agents who are in the following states: unknown, idle, DND, Make Busy, and both DND and Make Busy. NOTE: When conducting a search, if you accept the default settings the search output will contain all of the event records.
286 Chapter 10 Data-mining Tools Table 10-1: Agent events criteria Agent events Description Agent Set Make Busy This record is produced whenever an extension is placed in the Make Busy state. A record is not produced when an agent logs out because Set Make Busy is implied when an agent log out record is received. The extension number is always the prime line of the ACD extension. Agent Remove Make Busy This is similar to Set Make Busy. No record is produced when the agent logs on.
ACD Inspector 287 Table 10-1: Agent events criteria Agent events Description Agent Answer Remote ACD When an agent answers a remote ACD call, a record is produced. When you have networked ACD (more than one telephone system networked together), local calls are calls routed through the same telephone system that the agent’s extension is located, remote calls are calls routed through the other telephone system. Agent Ringing ACD This record is produced when the telephone rings with an ACD call.
288 Chapter 10 Data-mining Tools Table 10-1: Agent events criteria Agent events Description Interactive Contact Center Remove MKB This record is produced when the supervisor removed the agent from Make Busy. Interactive Contact Center Set DND Request This record is produced when the agent sets himself as DND. Interactive Contact Center Remove DND This record is produced when the supervisor removed the agent from DND.
ACD Inspector 289 Calls waiting/Longest waiting settings The Calls waiting settings and Longest waiting settings boxes specify ranges of values for the Calls waiting and Longest waiting statistics. For example, selecting a range from 10 to 999 in the Calls waiting box produces all of the records for calls received during periods when more than 10 callers waited in queue. The Queue events tab displays the queue event criteria used in the search. (See Figure 10-2.
290 Chapter 10 Data-mining Tools Exception records Collector Service tags telephone system records that contain errors with an E (telephone system 1) or e (telephone system 2). Under Exception records, you select the Error records check box to include these records in the search output. Collector Service writes a log record to the data stream upon start up. It tags the log record with an I to indicate it is an information record.
ACD Inspector 291 To run an Agent events search 1. 2. 3. 4. 5. 6. 7. 8. Click Tools=>Datamining=>ACD Inspector. The Agent events tab of the ACD Inspector criteria tab opens. Click Select dates and select March 3, 2003 to March 5, 2003. Under Select media servers, Phone is preselected. NOTE: When you run a search on Agent answer ACD, type the Agent ID but do not type the agent’s extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD.
292 Chapter 10 Data-mining Tools Figure 10-4 ACD search results - Agent events tab Table 10-2 Agent events result information Column heading Description Media server The Media server box identifies the telephone system (with or without MiTAI) that produced the event record. Function/Event The Function/Event box displays the criteria for which you searched - in this case Agent answer ACD, Agent set Make Busy, Agent remove Make Busy.
ACD Inspector 293 To run an Agent events/Options events search 1. 2. 3. 4. 5. 6. 7. 8. 9. Click Tools=>Datamining=>ACD Inspector. The Agent events tab of the ACD Inspector criteria tab opens. Click Select dates and select March 3, 2007 to March 5, 2007. Under Select media servers, Phone is preselected. NOTE: When you run a search on Agent answer ACD, type the Agent ID but do not type the agent’s extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD.
294 Chapter 10 Data-mining Tools To run a Queue events search 1. Click Tools=>Datamining=>ACD Inspector. The Agent events tab of the ACD Inspector criteria tab opens. 2. Click the Queue events tab. 3. Click Select dates and select March 1, 2003 and March 4, 2003. 4. Under Select media servers, Phone is preselected. 5. Under Queue information, type the ACD Queue, p280. 6. Under Queue event, select Queue stats. 7. Under Agent information, type 0-2 agents.
ACD Inspector 295 Table 10-3 describes the ACD information provided by the Queue events tab. Table 10-3 Queue events result information Column heading Description Media server The Media server box identifies the telephone system (with or without MiTAI) application that produced the event record. Function/Event The Function/Event box indicates whether the event record is for a queue or an agent group. Date The Date box displays the date of the event record (month/day/year).
296 Chapter 10 Data-mining Tools 9. Under Longest waiting settings, select 1-3 minutes. In this example, you want to know the number of local calls that waited between 1-3 minutes. You think waiting up to a minute is acceptable, so you did not search for calls less than a minute. If you have only one telephone system, you do not search for the remote longest waiting. 10. Click the Option tab. 11. Under Time ranges, select the Start at and End at times with which to narrow the Agent events search.
ACD Inspector 5. 297 Under Queue information, type *00. In this example, you are searching for all of the queues that end in “00”. 6. Under Queue event, select Queue stats. 7. Under Agent information, type 0-2 agents. In this example, you want to know when you have only two agents scheduled to answer the queue. 8. Under Calls waiting setting, select 0-999 Local calls waiting. In this example, you want to know the number of calls waiting on the telephone system to which your agent is connected.
298 Chapter 10 Data-mining Tools Wild card queue events search results The Queue events tab displays the Queue statistics when there were a maximum of two agents available, for the dates selected, for all of the queues that end in “00”. The Queue statistic in this case are the records of the telephone system performing re-synchronization. A refresh record is produced every time the system notices the date or hour has changed (once an hour).
SMDR Inspector 299 The search result tabs consist of the following: • SMDR search results • Exception results Starting SMDR Inspector To start SMDR Inspector on the client computer 1. 2. 3. Start Internet Explorer and type your Enterprise Server IP address http://[your Enterprise Server IP address]/CCMWeb/. Type your username and password and click Submit. Click Tools=>Data mining=>SMDR Inspector.
300 Chapter 10 Data-mining Tools Call parties The Calling party box specifies the extension or agent number (for an outbound call), or the trunk number (for an inbound call) used in the search. The Called party box specifies the answering extension or the trunk number (for an outbound call) used in the search. The Third party box searches for call records on the extension number used in a transfer. Call identification The Call identification box specifies the Mitel call IDs assigned to a call segment.
SMDR Inspector 301 The Call types tab search options are as follows. Call types The Call types check boxes specify one or more categories of calls used in the search. The telephone system generates an Unavailable (Queue unavailable calls) event record when a caller dials a queue and the queue is not available (in DND) or there are no agents logged on to handle the call. Answer supervision The Answer supervision check box searches for instances where calls were answered by the called party.
302 Chapter 10 Data-mining Tools Figure 10-10 SMDR search criteria - Call types tab Options criteria for searches When you click Tools=>Data mining=>SMDR Inspector the Options tab opens. The Option criteria work in conjunction with the Call parties criteria and the Call types criteria to narrow down the search. (See Figure 1011.) The Options tab search options are as follows. Time ranges The Time ranges boxes specify the time interval used for the search.
SMDR Inspector 303 Exception records The Collector Service tags telephone system records that contain errors with an E (telephone system 1) or e (telephone system 2). You select the Error records check box to include these records in the search output. The Collector Service writes a log record to the data stream upon start up. It tags the log record with an I to indicate it is an information record. You select the Information records check box to include log records in the search output.
304 Chapter 10 Data-mining Tools SMDR search results information The SMDR Search results tab shows the search results for Call parties, Call types, and Options searches. Table 10-5 describes the SMDR information provided by the SMDR Search results tab. Table 10-5 SMDR search results information Column heading Description Media server The Media server box identifies the telephone system (with or without MiTAI) that produced the event record.
SMDR Inspector 305 Table 10-5 SMDR search results information Column heading Description Digits dialed External SMDR External SMDR records the digits dialed on the outgoing trunk. A maximum of 26 digits is recorded. This number is reduced to 20 when the Report Meter Pulses option is selected in CDE. This box does not include the trunk group access code on outgoing calls. The digits recorded are the actual digits outpulsed on the trunk after digit modification has been performed.
306 Chapter 10 Data-mining Tools Table 10-5 SMDR search results information Column heading Description Called party A Called party can be a station number, an attendant, or for outgoing calls, the outgoing trunk number. The Called party output format is identical to that used for the Calling party. See Calling party. For incoming calls to an attendant, the called party is recorded as the attendant unless the attendant transfers a call to a station. For direct-in-lines, it would be the station number.
SMDR Inspector 307 SMDR record boxes This section describes the SMDR search output records available. The information originates from the “SX2000 Applications Package” on the “SX-2000 Technical Documentation CD-ROM” (PN 9125-080-221-NA). The telephone system records SMDR data in table format. Table 10-6 provides information used to interpret the SMDR Inspector search output. It summarizes the SMDR record boxes and provides the meaning of the symbols used.
308 Chapter 10 Data-mining Tools Table 10-6 Summary of boxes in SMDR records Name Format Definition Notes Speed call or Call fwd flags S or F S = Number was Speed called F = External call forwarded through External call fwd feature or internal call forwarded through Call forward feature Outgoing Called party qqqq cccc = Extension # Tnnn = Trunk # (CO) Xnnn = Trunk # (non-CO) c = 0 - 9, *, # nnn = Range specified in telephone system form programming m = Console # (ATmm for Attendant 00 - 99) c =
SMDR Inspector 309 Running call parties searches You can run a Call party search to find out who called agent 2005 on March 10, 2004. To run a Call parties search 1. 2. 3. 4. 5. 6. Click the SMDR Inspector criteria tab. The Options tab opens. Click the Call parties tab. Click Select dates and select March 10, 2003. Under Select media servers, Phone is preselected. Under Call parties, type the Called party, agent ID 2005. Click Start search. The SMDR Inspector results - SMDR Search results window opens.
310 Chapter 10 Data-mining Tools Running call types searches You run a Call types search when you want to narrow down the Call parties search. Previously, you have completed a Call parties search for agent 2005 (Call parties tab). Now you want to narrow the search to include only Answer non-ACD call types. To run a Call types search 1. 2. 3. 4. 5. 6. 7. 8. Click the SMDR Inspector criteria tab. The Options tab opens. Click the Call parties tab. Click Select dates and select March 10, 2003.
SMDR Inspector 311 Running option searches You run Option searches to narrow down further, Call types and Call parties searches. Previously, you ran a Call parties search for agent 2005, and then a Call types search to include only Answer non-ACD calls. Now you want to search for Answer non-ACD calls for agent 2005 that occurred between 9:00 A.M. and 1:00 P.M. To run an Options search 1. Click the SMDR Inspector criteria tab. The Options tab opens. 2. Click the Call parties tab. 3.
312 Chapter 10 Data-mining Tools Running searches for error and information records Using the Option tab you can run a search for error and information records. The error messages are records of sequence errors. The information records are records of when the Collector restarts. Previously, you ran a Call parties search for agent 2005, and then a Call types to include Answer non-ACD that occurred between 9:00 A.M. and 1:00 P.M. To run an Exception event search 1. Click the SMDR Inspector criteria tab.
SMDR Inspector 313 Figure 10-15 SMDR search results - Exception results tab Wild card searches NOTE: • To search for a string of numbers within a digits dialed string, enclose the string of numbers in parenthesis, such as “8905”. The search will produce records that include 8905 only in the digits dialed string. • To search for records where the calling, called or third party involved a trunk (BOTH T and X in one search), put a C in the calling, called or third party box.
314 Chapter 10 Data-mining Tools To export the search results 1. Click Save search. The Inspector Search Results Export window opens. 2. Select the format in which you want the search results saved: HTML, Microsoft Excel, Microsoft Access, XML, or Text. 3. Click Next. 4. Click the ellipses to select the location where you want to save the file. 5. After File name, type the file name. 6. Click Save. 7. Click Next. 8.
Auditor 315 Auditor icons Using Auditor’s second toolbar you select the date of the historical real-time events that you want to view and the speed at which to play the events. The icons are described in Table 10-7. Table 10-7 Auditor Icons Icon Term Meaning Calendar You can select the date of the historical real-time events that you want to view by clicking the calendar. Speed of audit The Speed of audit is expressed as a ratio of real-time to play speed.
316 Chapter 10 Data-mining Tools Viewing historical real-time events You start Contact Center Client to gain access to Auditor functionality. For more information on Contact Center Client real-time monitoring, see “Contact Center Client” on page 240. To view historical real-time events, you must 1. 2. 3. Start Contact Center Client. Open the grids in which you want to view historical events. Start Auditor. Starting Contact Center Client You must start Contact Center Client before you can view Auditor.
Auditor Figure 10-17 Auditor: Agent State by Time (playing) 317
318 Chapter 10 Data-mining Tools
Chapter 11 Data Collection Network Monitor Troubleshooting data collection issues
320 Chapter 11 Data Collection
Network Monitor 321 Data Collection The telephone system generates real-time and historical data used to manage your contact center. You use real-time data to monitor the current Call Load and agent availability, and make minute-to-minute adjustments. You use historical information for forecasting, staffing, and scheduling. The Enterprise Server Collector Service writes SMDR and ACD data to text files.
322 Chapter 11 Data Collection To view a summary of alarms and the status of the Enterprise Server • In the Enterprise window, under Description, view if there are any critical alarms and if the Enterprise Server is online. To view the status of the alarms • In the Media servers window, view any Critical alarms and Warning alarms. The Media Servers window displays all critical and non-critical alarms for the media servers installed on the Enterprise Server and remote servers.
Network Monitor 323 Verifying media servers are receiving telephone system data The Data link window displays the following information: • SMDR/ACD displays SMDR/ACD records as they arrive from the telephone system. • Records today displays the total number of SMDR/ACD records received by Collector Service for the day that were valid SMDR or ACD records. • Last received displays the date and time Collector Service received the SMDR/ACD record last sent.
324 Chapter 11 Data Collection Configuring enterprise and media server alarm notifications You can define alarms notifications that alert you when the Enterprise Server and media servers are not functioning optimally. You can specify the severity of, and performance thresholds for each server malfunction. Client notifications are specific to each computer. You can be notified of enterprise and media server alarms in several ways: • A pop-up notification opens on your desktop.
Network Monitor 325 Specifying threshold colors To configure performance threshold colors 1. 2. 3. 4. 5. For the alarm threshold for which you want to specify colors, under Background, click the arrow. A color palate opens. Select a color. Under Font color, click the arrow. A color palate opens. Select the font color for the alarm threshold. Click OK. Specifying threshold notification To configure performance threshold sound notification 1. 2. 3. 4.
326 Chapter 11 Data Collection Troubleshooting data collection issues If data is not being collected for a particular voice media server (has “timed out”), Network Monitor will display the SMDR/ACD data collection timeout alarm. There are several possible reasons why data does not stream. The following solutions address the most common streaming problems: SMDR data is not streaming SMDR data records are generated at the end of calls.
Troubleshooting data collection issues Restarting Collector Service You must restart Collector Service after you view the TCP/IP sockets with Hyperterminal. To stop Collector Service 1. 2. On the Enterprise Server, click Start=>Settings=>Control Panel=>Administrative Tools=>Services. Right-click prairieFyre Collector Service (v5) and click Restart.
328 Chapter 11 Data Collection
Chapter 12 Interactive Contact Center Using Interactive Contact Center
330 Chapter 12 Interactive Contact Center
Using Interactive Contact Center 331 Interactive Contact Center Interactive Contact Center is an optional application that enables supervisors who have a 3300 ICP, 5000, or Axxess telephone system to control the availability of agents and ACD queues. Agents can control their own availability: they can log themselves on or off, and place themselves in or remove themselves from Make Busy or Do Not Disturb. Using Interactive Contact Center Interactive Contact Center is designed for agents and supervisors.
332 Chapter 12 Interactive Contact Center Starting Contact Center Client You start Contact Center Client to access real-time functionality. Supervisors and agents can view real-time voice statistics. In contact centers that have the optional Multimedia Contact Center application, supervisors and agents can view real-time voice, email, chat, and fax statistics. After starting Contact Center Client, you can choose to minimize it to either the system tray or the taskbar, depending on your operating system.
Using Interactive Contact Center 333 Hiding the Monitor control option When you right-click a device on a real-time monitor a menu is displayed. If you have Interactive Contact Center and you are permitted to use agent and queue control, you will see a Monitor control option on this menu. If you do not use Monitor control, you can hide this option so it is not displayed on the menu. To hide the Monitor control option 1. 2. 3. In Contact Center Client, click Tools=>Options.
334 Chapter 12 Interactive Contact Center Logging an agent out of one queue and into another queue Employees can log out of one answer point and into another answer point if they have multiple agent login IDs that are associated with different answer points. For example, Chris Y. has three Agent login IDs: 740, 741, and 742. They are associated with Queues P007, P003, and P001 respectively. Queue P007 is associated with Spanish calls. Queue P003 is associated with French calls.
Using Interactive Contact Center 335 • May control the real-time presence of agents in Interactive Contact Center • To control supervisor presence in Interactive Contact Center, you must have the following security role enabled. See “Configuring security” on page 175. • May control my real-time presence in Interactive Contact Center The Mitel 3300 ICP (MCD 4.0 SP1 and 4.
336 Chapter 12 Interactive Contact Center Placing agents in Make Busy To place an agent on a monitor in Make Busy • Right-click the cell of an agent who is logged on and click Agent control=>Set Make Busy=>reason code. To place all of the agents on a monitor in Make Busy • Right-click the monitor and click Monitor control=>Set Make Busy=>reason code.
Using Interactive Contact Center 337 Cancelling agents in Work Timer To cancel an agent in Work Timer • Right-click the cell of an agent who is in Work Timer and click Agent control=>Cancel Work Timer. To cancel all of the agents on a monitor in Work Timer • Right-click the monitor and click Monitor control=>Cancel Work Timer. Queue Control Using Interactive Contact Center and Contact Center Client, you can control queues on the Queue Now monitor.
338 Chapter 12 Interactive Contact Center Figure 12-2 Placing a queue in Do Not Disturb To place all of the queues on a monitor in Do Not Disturb • Right-click the monitor and click Monitor control=>Set Do Not Disturb. Removing queues from Do Not Disturb To remove a queue from Do Not Disturb • Right-click the cell of a queue that is in Do Not Disturb and click Queue control=>Remove Do Not Disturb.
Using Interactive Contact Center 339 Controlling queues using Queue control plans NOTE: You must install Interactive Contact Center before you can use Interactive Contact Center Queue control. If you have a 3300 ICP/5000/Axxess, using Queue control plans, you can place queues in and remove queues from Do Not Disturb automatically based on predefined criteria. Each queue control plan monitors one queue, and based on the activity of the queue, either places a queue in or removes a queue from Do Not Disturb.
340 Chapter 12 Interactive Contact Center
Chapter 13 Interactive Visual Queue Using Interactive Visual Queue
342 Chapter 13 Interactive Visual Queue
Using Interactive Visual Queue 343 Interactive Visual Queue Interactive Visual Queue is a Contact Center Client real-time monitor that works in conjunction with Contact Center Management and Interactive Contact Center. Interactive Visual Queue comprises a Queued calls grid and an Abandoned calls grid. In the Queued calls grid, supervisors and agents can view calls within queues and then use a drag-and-drop operation to move calls from busy queues to less active queues.
344 Chapter 13 Interactive Visual Queue If you are working outside of the office, to start Contact Center Client 1. 2. 3. 4. 5. Click Start=>Programs=>Mitel=>Contact Center Client. CAUTION: Do not select “Remember my credentials” if you intend to work both at the office and from home. Select the Connect using Teleworker check box and click Change Teleworker settings. Verify the Teleworker Server IP address. If you use Secure Socket Layer, select SSL and click OK.
Using Interactive Visual Queue 345 Interactive Visual Queue monitor grids The Interactive Visual Queue monitor comprises the Queued calls grid and the Abandoned calls grid. The Queued calls grid lists the calls that are currently in the selected queue. The Abandoned calls grid lists abandoned calls.The calls are listed in order of priority, and the columns cannot be sorted. You can configure the column headings and specify which columns are displayed.
346 Chapter 13 Interactive Visual Queue Redirecting calls A call can move between queues automatically (interflow) or manually (redirection). Interflow You can configure queue settings on the telephone system to automatically move a call from one queue to another after a specific duration. For example, you can configure your system to move a call from Queue 1 to Queue 2 if the call has not been answered within 30 seconds. Interflow occurs without any user interaction.
Using Interactive Visual Queue 347 Redirecting calls to specific numbers Using the Send to menu option, you can redirect calls in Interactive Visual Queue to any extension. In addition, if you have Contact Center Softphone installed, you can send a call directly to your own extension by selecting Send to=>Me. To redirect a call to a dialable number 1. 2. In the Queued calls grid, right-click the row of the call you want to redirect and click Send to=>[Extension].
348 Chapter 13 Interactive Visual Queue Removing calls To remove a call from Interactive Visual Queue 1. 2. Right-click the row of the call you want to remove. Click Delete. The call is removed from Interactive Visual Queue. NOTE: Deleting a call from an Interactive Visual Queue monitor will not remove it from the actual queue. This will just cause Interactive Visual Queue to stop tracking the call.
Using Interactive Visual Queue 349 Understanding call priority Each queue has a default priority level. When a call enters the system for the first time, the call adopts the default priority of whichever queue it enters. If all calls in a queue have the same priority, the position of the calls are based on each call’s total time in the current queue. If a queue contains calls that have multiple priority levels, higher priority calls will have a higher position in the queue than lower priority calls.
350 Chapter 13 Interactive Visual Queue
Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Using Contact Center PhoneSet Manager and Contact Center Softphone
352 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone
Using Contact Center PhoneSet Manager and Contact Center Softphone 353 Contact Center PhoneSet Manager and Contact Center Softphone The Contact Center PhoneSet Manager and Contact Center Softphone applications are designed for the 3300 ICP telephone system. They provide ACD agent functions and enable agents to use their desktop computers as IP-based phones. NOTE: • Soft phone is not supported on the Enterprise Server.
354 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Tested headsets We have tested the following headsets to confirm they work with Contact Center PhoneSet Manager: • GN Netcom GN 6120 Bluetooth office headset—wireless (part number GN 6120) • Plantronics SupraPlus Noise-Canceling—monaural (part number H251N) • Plantronics SupraPlus Noise-Canceling—binaural (part number H261N) • GN Netcom Monaural over-the-head, SoundTube clarity (part number GN 2110 ST) • GN Netcom Binaural over-th
Using Contact Center PhoneSet Manager and Contact Center Softphone 355 Table 14-2 shows situations where the LEDs will be lit or flashing based on the state of Contact Center Softphone.
356 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Configuring sound and audio device properties To configure sound and audio device properties for Windows XP and Vista operating systems, you must set the PC speakers as the default audio device and adjust the volume of the PC speakers, headset speakers, and headset microphone.
Using Contact Center PhoneSet Manager and Contact Center Softphone 357 To adjust the PC speaker volume 1. 2. 3. In Control Panel, double-click Sounds and Audio Devices. Select the Volume tab and adjust the PC speaker volume by moving the Device volume slider from left to right. Click OK to save your settings. To adjust the headset speaker volume 1. 2. In Control Panel, double-click Sounds and Audio Devices.
358 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Figure 14-1 Soft phone configuration window 3. 4. 5. 6. 7. 8. 9. 10. 11. Click Add Extensions... to search and select from all extensions. Select your phone extension from the list of extensions. NOTE: Although Inter-Tel users can log in to multiple extensions simultaneously, this functionality is not currently supported by Contact Center Solutions applications. If you have Contact Center PhoneSet Manager, click Desk phone.
Using Contact Center PhoneSet Manager and Contact Center Softphone 12. 13. 14. 15. 359 To automatically log off the agent from the telephone system when closing the soft phone, select the Automatically log off this ACD agent when closing the soft phone check box. If you want to synchronize online presence indicators with ACD agent states in real-time monitors, select the Synchronize my Office Communicator presence with my ACD state check box.
360 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone The Functions toolbar displays • Your current ACD state (Logged On/Off, in Make Busy, in Do Not Disturb) • The ACD actions currently available • Telephony buttons See “Displaying, hiding, and retiring toolbar buttons” on page 362. Phone functions You can readily answer calls or forward them to extensions or phone numbers using the soft phone.
Using Contact Center PhoneSet Manager and Contact Center Softphone 361 Table 14-3 Agent actions Hold places the current call on hold Leave a message leaves a message waiting notification on an employee’s extension Mute if you have Contact Center Softphone, disables your microphone so you can consult privately with another employee while on a call Request help calls an employee who can click Answer and listen to an in-progress call without the caller knowing Retrieve picks up a call that is held o
362 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Configuring soft phone settings To specify soft phone settings 1. 2. 3. 4. Right-click the Phone toolbar and click Configure. After Input audio device, select an audio device for your microphone. After Output audio device, select an audio device for your speakers or headset. Click OK.
Using Contact Center PhoneSet Manager and Contact Center Softphone 363 To restore telephony buttons 1. Right-click the Phone toolbar and click Configure. 2. Click the Toolbars tab. 3. Under Available buttons, select the telephony buttons you want to restore and click the right arrow to add these buttons to the Selected buttons list. 4. Click OK. Repositioning toolbar buttons To specify the order in which telephony buttons appear 1. 2. 3. 4. 5. Right-click the Phone toolbar and click Configure.
364 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Adjusting the volume of your speakers and microphone If you have Contact Center Softphone, you can adjust the volume of your speakers and microphone. To adjust the volume of your speakers 1. 2. 3. Right-click the Phone toolbar and click Configure. Click the Sounds tab. Adjust the volume by moving the speaker slider. To adjust the volume of your microphone 1. 2. 3. Right-click the Phone toolbar and click Configure.
Using Contact Center PhoneSet Manager and Contact Center Softphone 365 To configure a speed dial number 1. 2. 3. 4. 5. Right-click the Phone toolbar and click Configure. Click the Speed dial tab. Under Name, type the name of the person to whom you will speed dial calls. Under Number, type an extension or phone number (preceded by a number you dial to access an outside line). Click OK. Configuring shortcut keys You can assign a shortcut key to a telephony function to perform it with a simple keystroke.
366 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone To configure a pre-announcement rule for Contact Center Softphone 1. 2. 3. 4. 5. 6. 7. 8. 9. Right-click the Phone toolbar and click Configure. Under This extension is a, select Soft phone. Click the Pre-announcement tab. Click Add rule. The Add / Edit pre-announcement rule window opens. Select the conditions that determine when the pre-announcement message will play. Specify parameters for each condition.
Using Contact Center PhoneSet Manager and Contact Center Softphone 367 Figure 14-3 Making a call Making calls to your contacts To make a call to an extension in your contact list 1. 2. 3. Click the arrow adjacent to the dial box and click the Contacts tab. Select a contact in the list. Click Dial. Making calls using speed dial To dial using speed dial • Click Speed dial and select a name in the list. Terminating calls To terminate a call • Click Hang up.
368 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Answering calls When an agent receives a call with Contact Center PhoneSet Manager detailed caller information is displayed on the desktop. (See Figure 14-4.) Agents can choose to answer the call or forward it to another agent. Additionally, the display can provide access to call notes, which are notes an agent adds to the call before transferring it. See “Adding call notes to a call” on page 369.
Using Contact Center PhoneSet Manager and Contact Center Softphone 369 Placing calls on hold To place a call on hold • Click Hold (red oval button). Retrieving calls You can retrieve a held call, or retrieve a call when a call is camped on to your extension. To retrieve a call • Click Retrieve. Adding call notes to a call When agents are speaking with customers, they can add notes to calls to share with other contact center employees involved in the call.
370 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Transferring calls You can perform a blind transfer or a supervised transfer. To perform a blind transfer using Contact Center PhoneSet Manager 1. 2. 3. 4. While on a call, click Trans/Conf. In the dial box, type an extension or phone number (preceded by a number you dial to access an outside line if required). Otherwise, click the down arrow adjacent to the Trans/Conf button and select a contact. Click Dial. Click Hang up.
Using Contact Center PhoneSet Manager and Contact Center Softphone 371 Consulting with people while on calls To consult with a person while on a call using Contact Center PhoneSet Manager 1. Click Trans/Conf to conference in the person. The system places the initial party on Hold. 2. In the dial box, type an extension or phone number (preceded by a number you dial to access an outside line). Otherwise, click the down arrow adjacent to the Trans/Conf button and select a contact. 3. Click Dial. 4.
372 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone To retrieve a message 1. 2. 3. 4. Click Dial pad and type the number configured in the telephone system for message retrieval. Press Enter. The automated attendant will ask you for your password. Type your password on the dial pad. Follow the instructions provided by the automated attendant to retrieve the message. NOTE: If agents leave Call me back messages you must use your physical phone set to retrieve the messages.
Using Contact Center PhoneSet Manager and Contact Center Softphone 373 Making calls To dial by phone number or extension number using Contact Center Softphone 1. 2. In the dial box, type an extension or phone number (preceded by a number you dial to access an outside line). Otherwise, click the down arrow adjacent to the dial box and type a number or extension on the dial pad. If you want to view the call details window, click the down arrow adjacent to the box that displays your current phone state.
374 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Terminating calls To terminate a call • Click Hang up. Alternatively, on the Phone toolbar, click Cancel. Forwarding and answering calls using Contact Center Softphone You can forward calls manually to pre-configured call forward destinations without having to speak to the caller first.
Using Contact Center PhoneSet Manager and Contact Center Softphone 375 Figure 14-6 Contact Center Softphone display To answer a call using Contact Center Softphone • Click Answer. Handling calls using Contact Center Softphone You can handle calls by right-clicking the Contact Center Softphone system tray icon and selecting telephony functions, or by selecting telephony buttons on the Functions toolbar. The telephony buttons available depend on the action you last performed.
376 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Transferring calls You can perform a blind transfer or a supervised transfer. To perform a blind transfer using Contact Center Softphone 1. 2. 3. While on a call, click Trans/Conf. In the dial box, type an extension or phone number (preceded by a number you dial to access an outside line). Otherwise, click the down arrow adjacent to the Trans/Conf button and select a contact. Click Hang up. To perform a supervised transfer 1. 2.
Using Contact Center PhoneSet Manager and Contact Center Softphone 377 Requesting help while on calls To request help while on a call using Contact Center Softphone 1. 2. Click Request help. On the dial pad, type the extension number of the employee you want to call. Otherwise, click the down arrow adjacent to the Request Help button and select an employee. The system calls the employee.
378 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone Using Call me back The Call me back feature is available when you make a call to an extension that is idle or on a call. When you select the Call me back button, the telephone system monitors the called employee’s other extension. When the employee’s other extension returns to idle, your phone rings. If you pick up the call, the employee’s phone will ring. If you do not pick up the call, the callback will expire.
Using Contact Center PhoneSet Manager and Contact Center Softphone 379 Making and handling calls using Contact Center Client You can open an agent, employee or extension monitor, or the Queue Now monitor and right-click an agent and select telephony functions. For example, when you are on a call you can consult with an idle employee by right-clicking the employee’s cell and clicking Transfer/Conference, or by sending the employee an instant message. (See Figure 14-7.
380 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone To add a call note 1. 2. 3. As a call is ringing on your extension, on the soft phone display click Answer to answer the call. Contact Center Client appears on top of all open applications and displays the Call Notes monitor. After Enter a new call note, type a note. Call notes can include a maximum of 100 characters. Click Add.
Using Contact Center PhoneSet Manager and Contact Center Softphone 381 Consulting with employees while on calls To consult with an employee while on a call using Contact Center Client 1. 2. Right-click the cell of an idle agent and click Consult. The system placed the initial party on Hold. After you consult with the employee, in the soft phone click Transfer to transfer the call to the employee, click Swap to talk to the other party, or click cancel to end the consultation call.
382 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone
Chapter 15 Contact Center Screen Pop Using Contact Center Screen Pop
384 Chapter 15 Contact Center Screen Pop
Using Contact Center Screen Pop 385 Contact Center Screen Pop Contact Center Screen Pop is an optional application that requires Contact Center Management, and Contact Center Softphone or Contact Center PhoneSet Manager. Optionally, if you want to screen pop based on caller entered digits, you require Intelligent Queue with the Collect Caller Entered Digits options. Contact Center Screen Pop launches applications or Web pages.
386 Chapter 15 Contact Center Screen Pop Configuring Contact Center Screen Pop options If you are licensed for ANI, DNIS, and/or Collect Caller Entered Digits and want to display these in the pop-up. To configure Contact Center Screen Pop options 1. 2. 3. 4. 5. 6. Click YourSite=>Enterprise. The Enterprise tab opens. Click the Screen pop tab. Ensure the Display Intelligent Queue licensed options (ANI, DNIS, and Collect Caller Entered Digits) on the soft phone pop-up check box is selected.
Using Contact Center Screen Pop 387 Figure 15-1 Inbound Customer Trace Report Configuring Contact Center Screen Pop display variables The variables described in Table 15-1 are used by Contact Center Screen Pop to determine the application area or Web page that launches when an agent answers an ACD call. Ensure the required Intelligent Queue options are enabled to use these variables. NOTE: The variable names are case-sensitive.
388 Chapter 15 Contact Center Screen Pop To launch an application • Type the URL of the executable file followed by the required variables. For example, C:\MyProgram\CustomerManagement.exe "%PFCALLERNAME%" "%PFANI%""%PFDNIS%""%PFVERIFIEDCOLLECTEDDIGITS%""%Queue%" NOTE: Variables must be in quotes and be separated by a space.
Using Contact Center Screen Pop 389 Configuring Contact Center Screen Pop to display Outlook contacts Contact Center Screen Pop searches the Outlook contact list for a caller’s information and displays it in an Outlook window. You must complete this section if you selected Display caller-specific Microsoft Outlook Contact Information and create Journal entries in “Configuring Contact Center Screen Pop options” on page 386. To configure Contact Center Screen Pop to display Outlook contacts 1. 2. 3. 4. 5.
390 Chapter 15 Contact Center Screen Pop Testing Contact Center Screen Pop search functions This test will confirm that Contact Center Screen Pop will function with the software you selected. For example, if you selected the Display caller-specific Microsoft Outlook Contact Information and create Journal entries option, the test will attempt to pop up a sample caller-specific Outlook Contact window, and create a sample Journal entry. See “Configuring Contact Center Screen Pop options” on page 386.
Chapter 16 Flexible Reporting Using Flexible Reporting
392 Chapter 16 Flexible Reporting
Using Flexible Reporting 393 Flexible Reporting Flexible Reporting is an optional application that works with Contact Center Management Enterprise Edition. In addition to the over 425 reports provided by Contact Center Solutions and Call Accounting, Flexible Reporting enables you to design your own reports. To install Flexible Reporting on a client computer, select the Flexible Reporting option in the Client Role Selector (Start=>Programs=>Mitel =>Client Role Selector).
394 Chapter 16 Flexible Reporting Viewing the Flexible Reporting user interface The Flexible Reporting user interface comprises the following (See Figure 16-1): • Report Designer wizard • Layout designer window • Flexible Reporting button • Ribbon • Toolbox window Figure 16-1 Flexible Reporting user interface
Using Flexible Reporting 395 You can customize the position of the windows in the following ways: • Dock to the left, right, top, or bottom of the user interface • Float • Hide • Auto-hide Report Designer wizard Whether you are building a new report or modifying an existing Contact Center Management report, the Report Designer wizard leads you through the following steps to select data for the report: • Create a new report based on an existing one, or design a new report • Select a report type (Performan
396 Chapter 16 Flexible Reporting Ribbon The ribbon provides the same functionality as traditional toolbars. Use the tools on the ribbon to help you design your reports. The ribbon comprises the Home, Insert, and View tabs.
Using Flexible Reporting 397 • Summarized/Detailed Agent Event reports display ACD-based agent activity data. The data can be grouped by login/logout pair or can be viewed as a trace of all login/logout pairs. For example, Detailed Agent Event Data reports show the agent state activity for each login/logout pair performed by the agent. Summarized Agent Event Data reports group the data and show one line representing the agent’s total activity.
398 Chapter 16 Flexible Reporting Table 16-1: Standard Contact Center Management report templates Employee report templates • Employee Group Performance by Employee • Employee Performance by Agent ID Extension report templates • Extension Group Performance by Period • Extension Performance by Period Queue report templates • Queue ANI by Area Code • Queue Group Performance by Queue • Queue Performance by Account Code • Queue Performance by Agent • Queue Performance by Period Trunk report
Using Flexible Reporting 399 Designing reports Using the options available on the ribbon, design the report by modifying the report header, columns, and rows. NOTE: You can open and edit report templates you previously created in Flexible Reporting. Adding images to report headers To add an image to a report header 1. 2. 3. On the Insert tab of the ribbon, click the Insert button. Select an image file and click Open. The image displays on the report header.
400 Chapter 16 Flexible Reporting Removing report header titles and values All report header titles and values are shown on a report when it is first created. If you remove a report header title, the corresponding value will also be removed from the header. For example, if you remove the Date range title, the date range will not be shown on the report.
Using Flexible Reporting 5. 6. 7. 401 Double-click the item in the Item list to insert its expression into the Expression box. Repeat steps 3 to 5 until the complete calculation is entered in the Expression box and click OK. The expression displays in row two of the blank column in the report. If you want to edit the expression you created, right-click the cell and select Expression to return to the Edit expression window.
402 Chapter 16 Flexible Reporting Editing column heading names You can edit the names of column headings so they are meaningful to your department, business, and industry. You can change the font type, size, and style as well as edit the text. To edit a column heading name 1. 2. 3. Click a column heading on the report grid. On the Home tab of the ribbon, use the font options to change • the font type, size, and style • the justification Optionally, edit the name of the column heading.
Using Flexible Reporting 403 Freezing columns Frozen columns remain stationary when you scroll to view columns to the right. To freeze a column heading 1. 2. On the report grid, click the column to the right of the ones you want to freeze. On the Insert tab of the ribbon, click the Freeze column button. Optionally, right-click the column and select Freeze column from the drop-down list. Unfreezing columns To unfreeze a column heading 1. 2.
404 Chapter 16 Flexible Reporting Deleting reports You can only delete the reports you create. To delete a report 1. 2. 3. 4. On the View tab of the ribbon, click My reports. NOTE: You cannot delete a report that is open in Flexible Reporting. Select the report(s) you want to delete and click Delete. Click Yes to delete the selected report(s). Click OK. Running reports You can run Flexible Reporting reports on the Contact Center Management website or in Flexible Reporting.
Using Flexible Reporting 405 Running reports in Flexible Reporting To run reports in Flexible Reporting 1. 2. 3. On the Preview tab, under Devices, select the device(s). Specify the date and time parameters. Click Run report. Flexible Reporting generates the report and displays it in the preview pane.
406 Chapter 16 Flexible Reporting
Chapter 17 Intelligent Queue Using Intelligent Queue Intelligent Queue functionality Planning the number of ports you require Understanding the call flow process Setting up Intelligent Queue Callback and recording plans Maintaining Intelligent Queue and Contact Center Management Web callback Downloading the Web callback example page Customizing your Web callback page Troubleshooting Intelligent Queue Issues
408 Chapter 17 Intelligent Queue
Using Intelligent Queue 409 Intelligent Queue Intelligent Queue is an all-in-one, scalable, web-based, integrated voice processing solution providing static messaging, intelligent messaging, voice and web callbacks, call recording, enhanced routing, reporting capabilities, and caller-entered digit screen pop when integrated with Contact Center Screen Pop. Intelligent Queue is an optional application that works with Contact Center Management.
410 Chapter 17 Intelligent Queue Table 17-1: Overview of Intelligent Queue functionality Licenses Feature Incoming call handling Base Software (4 port basic RAD with access to one 3300 ICP) Details RAD messaging You can create pre-recorded announcements and play them to callers while they wait in queue. MiTAI Integration The addition of MiTAI provides Intelligent Queue with the ability to deliver flexible ports. MiTAI is used by Intelligent Queue to monitor its ports.
Using Intelligent Queue 411 Table 17-1: Overview of Intelligent Queue functionality (Continued) Licenses Feature Smart Choice Trees, Time of Day, Day of Week, Time in Queue, and Reporting Details Time in Queue messaging* Provides callers with expected wait times and position in queue and updated position messaging. Unlimited layers for interactive trees Interactive Trees can capture all departments and potential customer requirements with unlimited submenu.
412 Chapter 17 Intelligent Queue Table 17-1: Overview of Intelligent Queue functionality (Continued) Licenses Voice Callback Feature Details Voice call back processing Provides callers in queue with the option of entering their phone number and voice message requesting a queued callback from the contact center.
Using Intelligent Queue 413 Table 17-1: Overview of Intelligent Queue functionality (Continued) Licenses Feature The Works All options included with 8 ports, single site Enterprise Node Enables messaging to 1 additional 3300 ICP/SX-200 ICP Enterprise Node Gateway Enables messaging to 1 additional 3300 ICP?SX-200 ICP Gateway Enterprise Node Gateway Upgrade Converts the Enterprise Node Gateway to an Enterprise Node BE (Business Edition Package)** 4 port basic RAD with access to one PBX Messaging
414 Chapter 17 Intelligent Queue Table 17-1: Overview of Intelligent Queue functionality (Continued) Licenses Add 2 ports to base Feature Details Maximum 8 ports/site * For Enterprise Edition, you must have Contact Center Management to have the following functionality: time in queue, updated position in queue, expected wait time messaging, alarms for critical functions via Network Monitor, and Intelligent Queue reporting.
Registering and Activating Intelligent Queue 415 Registering offline If you do not have access to the Internet or if you cannot access our license server, you can register offline. After you register offline, the License Client application will register a seven-day demo license while you wait for your license file from prairieFyre Software. To register Intelligent Queue offline 1. 2. 3. 4. 5. Click Start=>Programs=>Mitel=>Intelligent Queue=>Intelligent Queue License Client. The Registration window opens.
416 Chapter 17 Intelligent Queue 4. 5. 6. After Enter the Mitel Options Password, type the MOS password you received for the license upgrade. Enter your system options. Click Save. If the information you entered is correct, menu items will open. The menu items correspond to your purchased options. If you entered incorrect information, the Incorrect select window opens and you will need to correct your system options entries.
Intelligent Queue functionality 417 Music on hold You can use Intelligent Queue as a music on hold source for your telephone system using a PC sound card, if equipped. Intelligent Queue plays music through the sound card using a rotating (loop) playlist. Music sources for the playlist include any or all of the following: audio CD, stored .wav file, and stored MP3 file. The playlist can include music or prerecorded information messages.
418 Chapter 17 Intelligent Queue Time of day A specific time period can be defined as a condition. You can specify the start and end times for which the condition is valid. Number of calls in queue If you have Contact Center Management, you can use the total number of calls waiting in a queue or queue group, at the time the call begins to ring on the Intelligent Queue port, as a condition for applying an action plan to a call.
Intelligent Queue functionality 419 Offer voice callback The Intelligent Queue port answers the offered call and then prompts the caller for information required by a predefined voice callback structure. Collect digits This option must be purchased and in use on the PBX where Intelligent Queue resides. This option would prompt the caller to enter a digit string, such as an account number.
420 Chapter 17 Intelligent Queue • • • • System action The system logs all actions taken by the Intelligent Queue port. Caller action The system logs all actions taken by a caller while connected to an Intelligent Queue port. Agent action The system logs the actions that an agent takes while in a callback. Callback The system logs all actions and events of a callback.
Planning the number of ports you require 421 A voice callback request prompts the caller for the following information: • A telephone number at which they can be contacted • The caller’s name (recorded as a .wav file for playback by an ACD agent) • A confirmation to submit the request Once the caller provides the information, Intelligent Queue hangs up and records the request in the database for processing. Web callback request Web callback allows a customer to request an agent callback via the Web.
422 Chapter 17 Intelligent Queue It is important that you carefully plan the total number of each port type you require before you configure Intelligent Queue. Visit the Contact Center Portal on Mitel OnLine to view the Intelligent Queue port sizing tool (Excel spreadsheet). Port usage is inherently tied to the amount of traffic that the queues will be getting, as well as from the frequency of updates, and length of the messages played during the updates.
Planning the number of ports you require 423 When programmed on your telephone system as a RAD, Intelligent Queue ports are dedicated to a distinct messaging sequence. The Class of Service (COS) given to each RAD port has the Recorded Announcement Device option enabled in the COS. When configured as a RAD, the Intelligent Queue port does not receive any of the audio or DTMF digits entered by a caller. The telephone system processes the DTMF input instead of passing the digits to Intelligent Queue.
424 Chapter 17 Intelligent Queue Intelligent call processing ports When you use an intelligent call processing port, Intelligent Queue handles a single caller at a time. The amount of time that the port is in use depends on the options given to a caller.
Planning the number of ports you require 425 The type of the message played by a port also has an effect on the number of ports required by Intelligent Queue. If the message is generic in nature and can be shared by several applications, the system requires fewer ports. For instance, if a RAD port plays the message, “Please hold to maintain your call priority,” then more than one ACD group can use this port. If the message is more specific, a new port is required.
426 Chapter 17 Intelligent Queue Understanding the call flow process Mitel ACD, an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise communications platforms, provides the following capabilities: • Route calls to the most appropriate group(s) • Queue and prioritize callers • Distribute calls fairly within a group—longest idle or highest skilled agent gets the call • Automatically reroute or expand the availability of agents based on current queue condition
Setting up Intelligent Queue 427 A caller should never receive a busy tone from an available queue. Intelligent Queue handles an incoming ACD call with the following actions: the caller receives a ringback tone, the RAD timer starts, the interflow timer programmed in the queue starts, the overflow timer for the primary group in the queue starts, the call goes to the longest idle/highest skilled agent.
428 Chapter 17 Intelligent Queue Administration procedures In this section, you will learn how to • Log on and off as an administrator • Enter your purchased options • Set up administrator and user permissions • Change system modes • Change passwords • Set up the automatic backup Logging on and off for the first time (Administrator) CAUTION: Your toolbars and your firewall might interfere with your ability to view Intelligent Queue.
Setting up Intelligent Queue 429 Entering your purchased options To enter your purchased options 1. 2. 3. 4. 5. After Select the product key, verify your Mitel Product Key matches the MOSS Options Sheet. NOTE: Your Mitel Product Key is entered by default. Using your MOSS Options Sheet, enter your Mitel Options password, the system options and the number of ports you purchased. Click Save. If the information you entered is correct, menu items will open.
430 Chapter 17 Intelligent Queue To change system modes 1. 2. 3. 4. Click Administration=>System mode. Select a system mode. • In Normal state, port groups follow a normal call flow pattern, except for port groups that have been placed into an emergency call flow pattern. If the system mode is in Normal state, Intelligent Queue checks the port group to see if it is in an Emergency state. • In Emergency state, port groups follow an emergency call flow pattern.
Setting up Intelligent Queue 431 Setting up the automatic database backup NOTE: Maintenance Service must be running to perform the automatic backups. Intelligent Queue introduces automatic database backups in Version 5.2. Besides being able to configure the interval of the backups, you can also configure the time of day at which the backup occurs, and the number of files you want Intelligent Queue to keep. The automatic backup is performed by the Maintenance Service.
432 Chapter 17 Intelligent Queue Assigning the time of day of the automatic backup NOTE: When assigning the time of day, you must use the 24 hour clock, for example, 22:00 represents 10:00 P.M. To assign the time of day of the automatic backup 1. In the Intelligent Queue installation directory, under \XML\Config\, locate the GlobalSettings.xml file. 2. Between the TIMEOFDAY tags, type the time at which the automatic backup will occur, using the 24 hour clock.
Setting up Intelligent Queue 433 3. Click Ping to test a PBX connection. The ping results open in the Results box. 4. Click Edit in the appropriate row to add or edit a silent monitor code, ARS digits, external digits, and a media name for a PBX. 5. Click Update. 6. Click Save. NOTE: When you save PBX settings, the Intelligent Queue services require at least 20 seconds to save your changes to the server. The length of time is based on the complexity of the call flows.
434 Chapter 17 Intelligent Queue 10. 11. 12. 13. 14. If you want to remove a file you added to the list, click Remove. If you want to remove all files you added to the list, click Remove all. To save the list of files to the server, click Upload. Click the Volume tab to adjust the volume of music on hold. For each volume level type, click the appropriate radio button (10 is loudest) under each level. To mute a sound type, select Mute beneath the appropriate volume level.
Setting up Intelligent Queue 435 Adjusting music volume You can adjust the volume of the .wav or MP3 message files, the volume of the CD, or the system volume level. To adjust the music volume 1. 2. 3. Click Configure=>Music Manager. The Play List tab opens. Click the Volume tab. The Volume window opens. For each volume type, click the appropriate radio button (10 is loudest) to set the volume level. To mute a sound type, select Mute beneath the appropriate volume level.
436 Chapter 17 Intelligent Queue Frequency to update callers in queue Frequency to update callers in queue is the duration after the start of the previous message, when callers are informed of their updated positions. For example, if you configure two minutes, Intelligent Queue informs callers of their updated positions every two minutes. The initial update occurs two minutes after the start of the previous message.
Setting up Intelligent Queue 437 7. After Frequency to update callers in queue, select the number of minutes/seconds after the start of the previous message, that callers will hear their updated position. For example, you can configure Intelligent Queue to inform callers of their updated positions every two minutes. The initial update occurs two minutes after the start of the previous message. 8.
438 Chapter 17 Intelligent Queue Creating unverified collected digits plans You can use the unverified collected digits plan in conjunction with Contact Center Screen Pop only. Digits are collected by Intelligent Queue and transferred to Contact Center Screen Pop to process. The unverified collected digits option prompts the caller to enter a digit string, such as an account number. The account number is sent to the desktop PC of the ACD agent who eventually answers the call.
Setting up Intelligent Queue 439 Creating verified collected digits plans NOTE: Intelligent Queue cannot read words. For Verified collected digits action plans, you must use string values that represent numbers. (String values are numbers that are not mathematically manipulated.) Ensure that all columns included in your SQL statement are string type columns. If you do not use string type columns, the query will not run successfully. The readback values must also be strings, between -999,999.
440 Chapter 17 Intelligent Queue Creating ODBC connections When you create a verified collected digits plan, you specify a data source against which Intelligent Queue compares the collected digits. To connect to a data source, you must first create an ODBC connection. Intelligent Queue officially supports three data source formats: • SQL Server • Microsoft Access • Microsoft Excel Creating an ODBC connection for SQL Server To create an ODBC connection for SQL Server 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Setting up Intelligent Queue 441 Creating an ODBC connection for Microsoft Excel If you use Microsoft Excel as your data source, you need to specify which section of the spreadsheet will be used as the database “table.” To format a spreadsheet for use with Intelligent Queue 1. 2. 3. 4. 5. Open the spreadsheet you want to format. Highlight the region of the spreadsheet you want to define as a table. NOTE: The first row in the region must be the column names. Click Insert=>Name=>Define.
442 Chapter 17 Intelligent Queue 6. NOTE: You can program one type of message to follow another type of message. For example, you can team the confirmation and the instruction message, so that Intelligent Queue reads back the digits dialed by the caller, and then gives the caller the option to continue by pressing 1, or to correct the digits dialed by pressing STAR. Configure the following options: • Greeting message Select a message that prompts the user to enter digits.
Setting up Intelligent Queue 443 To select the type of collected digits 1. 2. 3. Click Manage=>Actions=>Verified collected digits. Select the Readback Parameters tab. Configure the following options: • Readback language Select the language Intelligent Queue uses to respond to customer queries.
444 Chapter 17 Intelligent Queue 5. 6. 7. 8. 9. 10. After Database table name, select the database table that contains the data you want to use to verify the collected digits. For example, select the table that has all of the bank account information. After Database column name, select the column in the selected table that contains the data you want to use to verify the collected digits. For example, select the column that has the bank account numbers.
Setting up Intelligent Queue 445 With an advanced query, you have another option. The advanced query first checks the ANI column to determine whether the collected digits exist or not. If the value exists, the query checks the Queue column in that row. If the Queue column contains a number, the query returns that value as well as the warranty status and the call is immediately transferred (a blind transfer) to that queue.
446 Chapter 17 Intelligent Queue Selecting an action to take The Action to take tab specifies the type of action or subcondition the verified collected digits action plan follows, based on whether the query returns a string value of True or False. To select an action 1. 2. 3. 4. In the Verified collected digits window, select the Action to take tab. After Query returned true, select an action to take if the digits pass verification. • If you select None, control will return to the call flow.
Setting up Intelligent Queue 447 DTMF options Intelligent Queue includes the following DTMF options. Callback Action This option activates a predefined voice callback action plan. After the callback plan completes, the call is terminated. Unverified Collect Digits Action This option prompts the caller to enter a digit string, such as an account number. The system sends this number to the ACD agent who answers the call, resulting in a screen pop on a desktop application.
448 Chapter 17 Intelligent Queue Queue Condition • Number of calls in queue If you have Contact Center Management, you can use the total number of calls waiting in a queue or queue group, at the time the call begins to ring on the Intelligent Queue port, as a condition for applying an action plan to a call. The system queries Contact Center Management at decision time to determine the current queue conditions.
Setting up Intelligent Queue 5. 6. 449 Continue to assign actions to each telephone digit in any sub menus you create. NOTE: DTMF Actions which have yet to be configured are displayed in red. Configured DTMF Actions are displayed in black. After you create your tree structure, click Answer (Main Menu) and configure the options that will govern the menu. The Configure DTMF Option tab opens. See Figure 17-1.
450 Chapter 17 Intelligent Queue 7. 8. 9. To rename the Answer (Main Menu) DTMF Option, type a new name under DTMF Option Details. Click Save DTMF Option after configuring each option. Select your DTMF Options: Greeting, # of attempts, Timeout (sec), No digit, Invalid digit, Error message, Transfer call, and Force Greeting. See Table 17-2. Table 17-2: DTMF options Option Action Taken Greeting Plays the main greeting when a call is received.
Setting up Intelligent Queue 451 To create a message plan 1. Click Manage=>Actions=>Message. The Create Message Plan tab opens. 2. Click New. 3. Under Plan Name, type a unique plan name. 4. After Select a folder, select the language of the message you want to create. 5. After Pre-recorded phrase, select a pre-recorded phrase and click Insert. 6. If you want to create a dynamic message that displays queue statistics: • After Contact Center Management Queue/Path, select a path.
452 Chapter 17 Intelligent Queue Configuring emergency messaging You can configure Intelligent Queue to enable supervisors to call in and activate emergency messaging over the phone from remote locations. To configure Intelligent Queue so that supervisors can activate emergency messaging over the phone you must 1. 2. 3. 4. Set up a management plan Set up an emergency message plan Set up an emergency call flow Apply the emergency call flow to your port group.
Setting up Intelligent Queue 453 To set up a management plan 1. 2. 3. 4. 5. 6. 7. 8. Click Manage=>Actions=>Management. After Plan name, type a new plan name or select an existing plan. On the Settings tab, under Record Prompts, after Recording Prompts via phone is, select Enabled to allow a supervisor to record prompts over the phone. After , type the destination you wish to save the recordings to.
454 Chapter 17 Intelligent Queue 7. After Normal mode selected message, select a message plan to specify a message that plays when the system is placed into Normal Mode. 8. After Emergency mode selected message, select a message plan to specify a message that plays when the system is placed into Emergency Mode. 9. After Invalid digit, select a message plan to specify the message that plays when an invalid digit is pressed. 10.
Setting up Intelligent Queue 455 Managing Conditions: Assigning conditions to call flows NOTE: • Do not use the same condition for both the condition and the subcondition. This will create loops within your conditions. For example, you will create a loop if you select a weekday plan as your condition, a time plan as your subcondition, and then the weekday plan as another subcondition.
456 Chapter 17 Intelligent Queue Table 17-4: Wildcard examples Digits Entered Would match the following digits ... ?416 ’1’ 416, ’2’ 416, ’3’ 416, ’4’ 416, ’5’ 416, ’6’ 416, et cetera It would not match ’11’ 416, as ? can only represent one digit. 41?6 41 ’1’ 6, 41 ’2’ 6, 41 ’3’ 6, 41 ’4’ 6, et cetera 416? 416 ’5’, 416 ’7’, 416 ’2’, et cetera 4. 5. 6. 7. 8. 9. 10. Click > to add it to the ANI Pattern List. Click Remove to delete any ANI patterns from the list.
Setting up Intelligent Queue 5. 6. 7. 8. 9. 10. 457 Click Remove to delete any DNIS patterns from the list. After you have configured your DNIS condition, click Save. Click the Action to take tab. After Condition Matched, select an action to take if the DNIS pattern matches. • If you select None, control returns to the call flow and the next condition is tested. • If you select Action, select an action type and then select an action plan from the list box.
458 Chapter 17 Intelligent Queue Creating queue conditions The queue condition checks the Number of calls waiting, Longest wait time, Path DND (Do Not Disturb), Agents available, Call load, and Agents idle conditions. If any of these conditions exceed the tolerance entered, then the condition is true, and the associated action occurs. Otherwise, the default action of the plan executes. If the default action of the plan is set to None, control returns to the call flow and the next condition is tested.
Setting up Intelligent Queue 459 To create a Redirection Plan 1. 2. 3. Select Manage=>Conditions=>Redirection. The Redirection conditions tab opens by default. Enter a new plan name or click an existing plan to populate the Plan Name field. Under Redirection Pattern, enter digits from 0-9, *, and ? The * can only be used at the end of a digit string to match any number of digits. You cannot use the asterisk as a leading or embedded wildcard as this will cause an error.
460 Chapter 17 Intelligent Queue 3. 4. 5. 6. 7. 8. 9. Configure the schedule type you have selected: • For a Time schedule, enter the start and stop times. • For a Day schedule, select the appropriate day or days. • For a Date schedule, click the hyperlinks to change the month and click the appropriate dates within the selected month. The present month is selected by default. You can go back one month, or advance one month in the calendar year. To delete any dates you have selected, click Remove.
Setting up Intelligent Queue 5. 6. 7. 8. 9. 10. 11. 12. 461 To change the order of your call flow, click a call flow condition and then click the up or down arrow to move the position of the item up or down in the call flow. Click the X icon beside the Call Flow Conditions text box to delete an item from the call flow. Click the Default Action tab. Under DEFAULT ACTION, select None or Action. None is selected by default.
462 Chapter 17 Intelligent Queue Configuring an updated position in queue port group To configure an updated position in queue port group 1. 2. 3. 4. Select Manage=>Port Groups. The Configure tab opens by default. Enter a new name or select an existing Port Group to populate the Port Group Name field. Select UPiQ under PORT BEHAVIOR. Accept the default setting of 2,000 milliseconds (2 seconds) for the Audio Guard Timer. NOTE: The Audio Guard Timer reflects the timing of the messages.
Setting up Intelligent Queue 5. 6. 7. 8. 463 Check Emergency State to place the port group in an emergency state, if required. NOTE: This will already be checked if you have placed the selected port group in Emergency State under Administration=>System Mode. If you deselect it and click Save, the system mode will return to Normal State. Click the Assign Ports tab. Select a port or ports from the list of Available Ports. Click >> to add all available Ports to the Port Group.
464 Chapter 17 Intelligent Queue Viewing port status To view port status 1. 2. 3. 4. 5. 6. Select Status=>Port Status. The Select Ports tab opens by default. Choose to view the status of all Port Groups or selected Port Groups. Only port groups with assigned ports will be displayed. Click View All to view the port status for all port groups. Click View Selected to view the port status for selected Port Groups Choose to view the status of all Ports or selected Ports.
Callback and recording plans 465 To view callback queue status 1. 2. 3. 4. 5. 6. Select Status=>Callback Queue. The Current Callbacks tab opens by default. Click the appropriate tab to view the status of the following: • Click the Current callbacks tab to view current callback queues. You can change the priority of the callback request using the list box. • Click the Completed callbacks tab to view successful callbacks. • Click the Incomplete callbacks tab to view failed callback requests.
466 Chapter 17 Intelligent Queue Callback call processing Intelligent Queue processes callback requests in a continuous loop using each of the ports that are dedicated to callback processing. Each callback request is submitted with a call "profile". This profile is an action plan that defines the ACD path to attempt, the client’s telephone number, the client’s name, queue thresholds to adhere to, and the language in which the call should be processed.
Callback and recording plans 467 Configuring web callbacks in Windows Server 2003 To configure web callbacks in Windows Server 2003 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. Log on to the Intelligent Queue server. Browse to the Intelligent Queue installation directory (:\Program Files\Mitel Networks\6160). Copy the WebCallbackExample folder to a folder on your IIS Server.
468 Chapter 17 Intelligent Queue Setting up callback plans For voice callbacks, assign caller messages and then proceed to assign agent messages to your callback plans. To create a callback plan 1. 2. 3. 4. 5. 6. 7. 8. Select Manage=>Actions=>Callback. The Conditions tab opens by default. Under Plan Name, enter a new plan name or click an existing Callback Plan under Plans to populate the Plan Name field.
Callback and recording plans 469 5. Make your selections from the two drop-down list boxes after Confirm Telephone Number. • Step 1: Select the first pre-recorded phrase. The static message you select could be, "You have entered ...", for example. • Step 2: Select the second pre-recorded phrase. The static message you select could be, "Is this number correct? Press 1 for yes. Press 2 for no." 6. Select the playback language in which the caller’s DTMF selection will be played back.
470 Chapter 17 Intelligent Queue 9. After Agent Rejected, select a Message Plan you have created to allow callers to hear a message confirming that they have successfully cancelled their callback request. The default message (29.wav) is, "Your request has been cancelled. Goodbye." 10. After Agent Requeue, select a Message Plan you have created to allow callers to hear a message that they are being redirected to an available queue. 11.
Callback and recording plans 11. 12. 13. 471 Select the On requeue, retain original callback date/time stamp check box to prioritize callbacks by the original date and time of the callback. NOTE: The oldest callbacks will always be offered to agents before newer callbacks, regardless of requeue. For Web Callbacks, type the number of calls that the system will consider to be too many to process a callback to a queue after Maximum number of simultaneous callback requests from single IP address.
472 Chapter 17 Intelligent Queue Maintaining Intelligent Queue and Contact Center Management This section includes information on • Adding an Intelligent Queue media server to Contact Center Management • Using Network Monitor with Intelligent Queue • Configuring Intelligent Queue devices • Creating reports • Using Reporter Adding an Intelligent Queue media server to Contact Center Management To add an Intelligent Queue media server 1. 2. 3. 4. 5. Click YourSite=>Enterprise.
Maintaining Intelligent Queue and Contact Center Management 473 Configuring data collection settings for Intelligent Queue media servers To configure the data collection settings for an Intelligent Queue media server 1. 2. 3. 4. 5. Open Contact Center Management and click YourSite=>Enterprise. Expand the Enterprise Configuration tree and select the Intelligent Queue media server you want to configure. Select the Data collection tab.
474 Chapter 17 Intelligent Queue Adding Intelligent Queue Smart Choice layer groups to the YourSite database To add an Intelligent Queue Smart Choice layer group to the YourSite database 1. 2. 3. 4. Click YourSite=>Configuration=>Intelligent Queue=>Intelligent Queue Smart Choice=>Intelligent Queue Smart Choice layer group. The Smart Choice layer group window opens. Click Add. After Reporting, type the reporting number of the Smart Choice layer group.
Maintaining Intelligent Queue and Contact Center Management 475 Adding Intelligent Queue ports to an Intelligent Queue port group To add Intelligent Queue ports to an Intelligent Queue port group 1. 2. 3. Click YourSite=>Configuration=>Intelligent Queue Smart Choice=>Intelligent Queue Smart Choice port group. The Intelligent Queue Smart Choice port group window opens. Across from the record of the Intelligent Queue Smart Choice port group just created, click Members.
476 Chapter 17 Intelligent Queue Smart Choice reports The Smart Choice reports consist of the following types: • Smart Choice Layer Reports Smart Choice Layer reports provide statistics on layer use. • Smart Choice Layer Group by Layer • Smart Choice Layer Group by Exit Code • Smart Choice Layer Group by Layer by Exit Code • Smart Choice Port Report Smart Choice Port reports provide statistics on the calls routed through ports associated with Smart Choice messaging.
Maintaining Intelligent Queue and Contact Center Management 477 Smart Choice Layer Group by Layer by Exit Code The Smart Choice Layer Group by Layer by Exit Code report shows calls statistics for each exit code selected inside a layer, for each layer associated to the layer group. Smart Choice Layer Group by Exit Code report provides the following information. (See Table 17-8.
478 Chapter 17 Intelligent Queue Recording voice prompts You can record unique messages, use the provided messages (in US English, UK English, NA French, EU French, EU Spanish, LA Spanish, Dutch) or replace voice prompts provided by Intelligent Queue with your own messages. Your .wav files must have the following format: • Bitrate: 64 kbps • Audio sample size: 8 bit • Channels: 1 (mono) • Audio sample rate: 8kHz • Audio format: CCITT u-Law We suggest you keep messages short.
Maintaining Intelligent Queue and Contact Center Management 479 Converting .wav files If you created your voice recordings on an external source, you must convert your .wav files to the format Intelligent Queue requires. To convert .wav files to the correct format 1. Click Start=>Programs=>Accessories=>Entertainment=>Sound Recorder. The Sound Recorder window opens. 2. Click File=>Open and select the file you want to convert. 3. Click Open. 4. Click File=>Save As. The Save As window opens. 5.
480 Chapter 17 Intelligent Queue Recorded phrases The phrases are located in C:\Program Files\Mitel Networks\Intelligent Queue\Languages\[Language Name]. You can enter a message defined using the Voice Prompts tab. NOTE: The UK English .wav file scripts are identical to the US English .wav file scripts. (See Table 17-11.) Table 17-11: Included .wav files File Name Script FR-1.wav Tous nos représentants sont présentement occupés. On vous répondra dès qu'un d'entre eux sera disponible. FR-2.
Maintaining Intelligent Queue and Contact Center Management 481 Table 17-11: Included .wav files (Continued) File Name Script FR-18.wav Vous avez une demande de rappel vocale. FR-19.wav Vous avez une demande de rappel internet. FR-20.wav Pour écouter le message de l’appelant, faites le un. Pour écouter cet appel, faites le deux. Pour replacer cette demande en file d’attente, faites le trois. Pour la rejeter, faites le quatre. Pour écouter ces options de nouveau, faites l’étoile. FR-21.
482 Chapter 17 Intelligent Queue Table 17-11: Included .wav files (Continued) File Name Script NA-1.wav All of our representatives are busy helping other callers. Your call will be answered as soon as an agent becomes available. NA-2.wav Good morning, and thank you for calling. All of our representatives are busy helping other callers. Your call will be answered as soon as an agent becomes available. NA-3.wav Good afternoon, and thank you for calling.
Web Callback 483 Table 17-11: Included .wav files (Continued) File Name Script NA-21.wav To listen to the caller’s name, press one. To place this call, press 2. To requeue this request, press 3. To reject this request, press 4. To hear these options again, press star. NA-22.wav Please wait while the call is established. NA-23.wav Connecting now. NA-24.wav There are additional callback requests. NA-25.wav There are no outstanding callback requests. NA-26.wav You have a callback.
484 Chapter 17 Intelligent Queue Customizing your Web Callback page You edit elements of the Web Callback example to create your own customized Web Callback page. You can edit the following files • Header.aspx • Footer.aspx • Styles.aspx • Web.config • WebCallback.
Customizing your Web Callback page 485 Customizing the header In the example, the header consists of the Mitel logo and the words “Intelligent Queue.” To edit the header image 1. 2. Create a .gif image to replace the Mitel header. Under WebCallback\IMAGES folder, save the file as header_product_mitel_iq.gif. The new image will replace the Mitel header. Customizing the footer In the example, the footer consists of the Mitel logo with the words “It’s about YOU.” To edit the footer image 1. 2.
486 Chapter 17 Intelligent Queue To edit the Web configuration 1. 2. 3. 4. 5. 6. 7. Open Web.config. If you use SSL, add an s after http in and modify localhost to what was specified in the CSR request under Common Name (CN). After “WebCallbackService.CallbackWebService” value=” ensure it states your Intelligent Queue website address.
Troubleshooting Intelligent Queue issues 487 Table 17-12: Critical elements that must not be changed or removed Variable Function ddlPriority This is the drop down list to select the priority of the callback. rlbExpire This is the radio button list for choosing whether this callback should expire. lstHours This is the list box for selecting the value for the number of hours till this callback expires. btnSubmit This is the submit button. btnNewRequest This is the ‘clear form’ button.
488 Chapter 17 Intelligent Queue Table 17-13: Troubleshooting Problem Reason Possible Solution Intelligent Queue and Contact Center Management are not communicating. Type the correct IP address for the Contact Center Management server if Intelligent Queue is a remote installation. See “Configuring Contact Center Management settings” on page 433. The host name should be found if the server address is entered correctly. See also “Server Requirements” in the Intelligent Queue User Guide.
Troubleshooting Intelligent Queue issues 489 Establishing a connection to the database If you try to start Intelligent Queue and are unable to establish a connection to the database, the Database Error window opens. (See Figure 17-4.) Figure 17-4 Database Error window There are a couple of ways to troubleshoot the database.
490 Chapter 17 Intelligent Queue Figure 17-5 Services window with MSSQLSERVER started Scenario 2: Viewing the tray icon to verify SQL Server has started To verify that SQL Server has started 1. 2. Locate the SQL Server Service icon in your tray. • A tower icon with a green arrow means that the service is running. • A tower icon with a red square means that the service has stopped. Double-click the tray icon or right-click to select Open SQL Server Service Manager menu.
Troubleshooting Intelligent Queue issues 491 Call Received When a call is first received by Intelligent Queue, all known properties of the call will be logged, including the following properties: the date/time stamp of the call, caller’s telephone number, digits dialed, redirection information, caller’s name, and the Intelligent Queue port that received the call. For 5000/Axxess configurations that use CT Gateway, time stamps are based on the Enterprise Server’s PC clock.
492 Chapter 17 Intelligent Queue Figure 17-6 Internet Information Services window with connected PC 3. 4. Click the PC to expand the tree view Verify whether the Default FTP Site, Web Site, and SMTP Virtual Server are running. See Figure 17-7. Figure 17-7 Internet Information Services window with defaults 5. Click any of these defaults and click the Intelligent Queue folder to view the details. The Intelligent Queue folder contains the same files as the Webroot folder. See Figure 17-8.
Troubleshooting Intelligent Queue issues 493 Figure 17-8 Internet Information Services window with Intelligent Queue folder expanded Troubleshooting the login Inability to see the login window when launching Intelligent Queue might be the result of one or more of the following problems: • If you are seeing a page of HTML code instead of the login window, you will need to use to the aspnet_regiis.exe tool. • If you are seeing a white page instead of the login window, you need to verify that the ASP.
494 Chapter 17 Intelligent Queue Figure 17-9 Running the aspnet_regiis.exe tool Verifying the ASP.NET State Service During installation, the Intelligent Queue setup application tests for the presence of the ASP.Net State Service. If it is missing, an error message appears. If ASP.NET State Service is not installed This error represents a potential problem with the .NET framework. Some possible solutions are as follows: • Restart the PC • Open the Services control panel and check for the presence of ASP.
Troubleshooting Intelligent Queue issues 495 To increase the Web session timer threshold value 1. 2. 3. 4. 5. Browse to \XML\CONFIG\. Open GlobalSetttings.xml. Locate the 5 tag. Change the Web session timer from the default (5) to a value you specify. NOTE: The Web session timer value must be entered in minutes. Save the file.
496 Chapter 17 Intelligent Queue Installing Intelligent Queue from a shared or local drive If you attempt to install Intelligent Queue from a shared or local drive, you might experience the following issues. Scenario 1: Receiving a System IO Error If you are installing Intelligent Queue from a directory with a long path or a path name which includes spaces, you might receive a System IO Error which will halt the installation. Solution: Use a short directory name without spaces, such as C:\6160Install.
Troubleshooting Intelligent Queue issues 497 Your callers hear only a position, not a message If your callers hear only their position in queue, for example, “3” or “2,” you did not record the Updated position in queue message. Intelligent Queue Updated position in queue will provide the position but will not provide the message. If you want the callers in queue to hear a messages, for example, “Your call will be answered next” or “You are in position...” you must record the message.
498 Chapter 17 Intelligent Queue
Chapter 18 Workforce Scheduling Schedule Adherence and Employee Portal Before installing Workforce Scheduling Upgrading from Contact Center Scheduling to Workforce Scheduling Installing Workforce Scheduling Using Workforce Scheduling Workforce Scheduling and your contact center Before you start scheduling Schedule setup and customization Schedule creation Schedule distribution Configuring adherence preference Viewing adherence monitors in Contact Center Client Running adherence reports Employee functionali
500 Chapter 18 Workforce Scheduling
Before installing Workforce Scheduling 501 Workforce Scheduling Workforce Scheduling is an optional application that works in conjunction with Contact Center Management and the Mitel 3300 ICP, SX-200 ICP, SX-2000, 5000 CP, and Axxess. You configure employees in YourSite Explorer and schedule them with Workforce Scheduling. Using historical data from Contact Center Management, Workforce Scheduling forecasts the number of employees required to meet your contact center's Service Level objectives.
502 Chapter 18 Workforce Scheduling To enable remote SQL Server 2008 connections 1. On the Enterprise Server, click Start=>All Programs=>Microsoft SQL Server 2008=>Configuration Tools=> SQL Server Configuration Manager. 2. Under SQL Server Configuration Manager (Local), expand SQL Server Network Configuration and click Protocols for . 3. In the right pane, right-click Named Pipes and click Enable. 4. In the right pane, right-click TCP/IP and click Enable. 5.
Upgrading from Contact Center Scheduling to Workforce Scheduling 503 7. Click User Mapping. 8. Under Users Mapped to this login, select CCMData. 9. Click OK. 10. Under Database role membership for: CCMData, select db_owner. 11. Click OK. 12. Repeat steps 5-11 for all Workforce Scheduling users. Upgrading from Contact Center Scheduling to Workforce Scheduling NOTE: • Before you upgrade to Workforce Scheduling Version 5.7 SP1 from Contact Center Scheduling Version 5.
504 Chapter 18 Workforce Scheduling Viewing the Workforce Scheduling user interface Figure 18-1 displays scheduling information, such as the employees who are scheduled, employee shift start and end times, the time interval shift totals, and the shift details for each employee.
Using Workforce Scheduling 505 People pane The people pane is located in the upper-left portion of the scheduler window. The people pane lists the employees included in the schedules you are viewing. (See Figure 18-2.) Figure 18-2 People pane Time bar pane The time bar pane is located in the upper-right portion of the scheduler window. The time bar pane displays a time bar for each scheduled employee.
506 Chapter 18 Workforce Scheduling Figure 18-4 Totals pane You can view the following event totals: Forecasted The Forecasted total displays after you apply a forecast to the schedule. This total represents the forecasted number of employees required to handle contact requests and meet the Service Level objectives you specify. You can optionally adjust the Forecasted total in the totals pane. See “Modifying forecast totals in the event totals pane” on page 532.
Using Workforce Scheduling 507 Figure 18-5 Schedule details pane You can sort the information in the schedule details pane by organizing the headings. The schedule details column headings are as follows: • Employee name—the employee to which the specified time event is scheduled • Schedule—the schedule to which the specified time event is scheduled • Event type—the events to which the specified time event is scheduled • Start date—the start date of each scheduled event.
508 Chapter 18 Workforce Scheduling Understanding the Workforce Scheduling process The flowchart in Figure 18-6 provides an overview of how to schedule employees with Workforce Scheduling, such as adding employees to a schedule, configuring schedule parameters, and building a schedule. You configure employees, agent IDs, agent groups, queues, queue groups, overtime types, time off types, holidays, and skills in YourSite Explorer.
Using Workforce Scheduling Figure 18-6 Scheduling with Workforce Scheduling 509
510 Chapter 18 Workforce Scheduling Workforce Scheduling and your contact center needs Using Workforce Scheduling, you can schedule your employees to best suit your contact center needs.
Workforce Scheduling and your contact center needs 511 Contact centers ideal for availability scheduling Availability scheduling is best suited to contact centers driven by shifts, such as hotels or companies that focus on catalog sales. These contact centers have a specific number of shifts that can be filled by any qualified employees who are available. This type of schedule is frequently used with contact centers that operate 24/7.
512 Chapter 18 Workforce Scheduling Contact centers ideal for forecast scheduling Forecast scheduling is best suited to contact centers driven by call volume, such as companies that focus on sales campaigns, promotions, or seasonal sales.
Schedule setup and customization 513 Selecting a scheduling method You can build schedules in Workforce Scheduling: • Using a forecast • Manually The setup you require depends on the scheduling method you choose. If you incorporate forecast data when you build a schedule, you must build the schedule using Schedule Builder. Scheduling using forecast data NOTE: When you use forecast data to build a schedule, you can apply historical data from any queue or queue group to the schedule.
514 Chapter 18 Workforce Scheduling Starting Workforce Scheduling on a client computer To log on to Workforce Scheduling 1. 2. 3. 4. 5. Click Start=>Programs=>Mitel=>Workforce Scheduling. The Login window appears. Type your user name and password. Verify or type the IP address of the Enterprise Server. Optionally, select the Remember my credentials check box. Click Login. The first time you log on, or if you have not created any schedules, the scheduler window appears.
Schedule setup and customization 515 Creating schedules To create a schedule 1. 2. 3. 4. 5. 6. 7. On the Application menu or ribbon, click New schedule. After Schedule name, type a name for the schedule. Under Employee association, select either All employees, Employees associated with this queue group only, or Employees associated with this queue only. • If you select Employees associated with this queue group, select a queue group from the list.
516 Chapter 18 Workforce Scheduling Renaming schedules You can rename a schedule without losing any information associated with the schedule. To rename a schedule 1. 2. 3. 4. 5. 6. 7. Click the Configuration tab. In the Schedules group, click Schedule. Under Schedules, select the schedule to rename. Click Rename. After Name, type a new name for the schedule. Click Rename. Click OK. Deleting schedules CAUTION: Deleting a schedule deletes all of the information associated with that schedule.
Schedule setup and customization 517 You configure the following shift options using the Schedule tool: • Add fixed shifts • Add variable shifts • Rename shifts • Delete shifts Adding fixed shifts To add a fixed shift 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Click the Configuration tab. In the Schedules group, click Schedule. In the left pane, click Shifts. In the right pane, click the FixedShifts tab. In the right pane, click Add. After Name, type a name for the fixed shift. Click Create.
518 Chapter 18 Workforce Scheduling Deleting shifts CAUTION: Deleting a shift deletes all of the instances of that shift, including those inserted in schedules. To delete a shift 1. 2. 3. 4. 5. 6. 7. Click the Configuration tab. In the Schedules group, click Schedule. Click the Shifts tab. If you want to delete a fixed shift, click the Fixed shifts tab. Otherwise, to delete a variable shift, click the Variable shifts tab. Under Name, select the shift to delete. Click Delete. Click Yes.
Schedule setup and customization 519 11. Under Must start time, type the amount of time from the beginning of the shift that employees must work before they are entitled to the break. 12. Under Must end time, type the amount of time from the beginning of the shift by which employees must complete the break. 13. Under Minimum time before end of shift, type the amount of time before the end of the shift that the break must end. 14. Under Color, select a color for the shift. 15. Click OK.
520 Chapter 18 Workforce Scheduling Adding fixed jobs To add a job for a fixed shift 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Click the Configuration tab. In the Schedules group, click Schedule. In the left pane, click Jobs. In the right pane, click the Fixed Jobs tab. Click Add. After Name, type the name of the job. Click Create. If the job involves work on ACD calls, ensure the check box under Is ACD is selected. Under Start time, type the time at which the job must start.
Schedule setup and customization 521 Deleting jobs CAUTION: Deleting a job deletes all of the instances of the job, including where it is inserted in schedules. To delete a job 1. 2. 3. 4. 5. 6. 7. Click the Configuration tab. In the Schedules group, click Schedule. In the left pane, click Jobs. If you want to delete a fixed job, click the Fixed Jobs. Otherwise, to delete a variable job, click the Variable Jobs tab. Under Name, select the name of the job to delete. Click Delete. Click Yes.
522 Chapter 18 Workforce Scheduling 4. 5. 6. 7. 8. 9. 10. 11. In the right pane, click the Shifts tab. Under Schedules, select the schedule to which you will add shifts. Under Fixed Shifts, select the fixed shift to add to the schedule. Click > to assign the shift to the schedule. Under Variable Shifts, select the variable shift to add to the schedule. Click > to assign the shift to the schedule. Repeat steps 6-9 for each shift you want to add to a schedule. Click OK.
Schedule setup and customization 523 To specify how events display in the time bar 1. On the application menu, click Preferences. 2. Click the Display tab. 3. Under Time bar content display, select the time bar content to display for Shifts, Jobs, Breaks, Time off, and Unavailable periods. 4. Click OK to save and close the Preferences window. Configuring the smallest scheduling time interval By default, events are snapped to the time bar grid in 30 minute increments.
524 Chapter 18 Workforce Scheduling Configuring the time format There are two time formats you can select from: the 24 hour international format or the 12 hour format which uses A.M. and P.M. to indicate morning and afternoon. For example, 3 o’clock in the afternoon appears as 15 if you select the 24 hour time format or 3 P.M. if you select the 12 hour time format. To configure the time format 1. 2. 3. 4. On the application menu, click Preferences. Click the General tab.
Schedule setup and customization 525 .
526 Chapter 18 Workforce Scheduling Table 18-1 Warnings Warning Description End after latest end time notifies you when an employee is scheduled for the last break in a shift after a break can be taken Removing an employee from a schedule notifies you when you attempt to delete an employee from the schedule Accepting a generated scheduler notifies you when you attempt to save a schedule you have built Scheduled shift will cause overtime notifies you when a shift qualifies an employee for overtime
Schedule creation 6. 7. 8. 9. 527 Click OK. The Accept Schedule and Reject Schedule buttons appear in the toolbar. Verify the schedule. Make any required modifications manually. Click Accept schedule to save the new schedule. NOTE: • After you click Accept Schedule, the schedule is live in the database and the Accept Schedule button disappears. If you click Reject Schedule, the automatically generated schedule and any manual modifications are deleted from the schedule.
528 Chapter 18 Workforce Scheduling Scheduling breaks To schedule breaks using Schedule Builder 1. In Schedule Builder, click the General tab. 2. Under Schedule/Optimize, select the Breaks check box. 3. Under Event selection, on the Break selection tab, select the check boxes of the break types to add to the schedule. 4. Click the Shift & Break options tab. 5. Under Schedule/Optimize breaks, select the check boxes of the shift types to apply breaks. 6.
Schedule creation 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 529 Under the list of available skills, select an operand. • If the employees must have a skill level greater or equal to the skill level required, select >=. • If the employees must have a skill level lower or equal to the skill level required, select <=. • If the employees must have a skill level exactly equal to the skill level required, select =.
530 Chapter 18 Workforce Scheduling Loading schedules NOTE: Your access rights determine which schedules you can view, modify, or manage. To load a schedule 1. 2. 3. 4. On the Application menu or ribbon, click Load schedules. Under Please select the schedule(s) you want to download, select the schedule(s) to load. If you want to load all schedules, select the Select all check box. Click Load.
Schedule creation 531 Recurring events You can recur shifts, time off, and unavailable events. To make an event recur 1. 2. 3. 4. 5. On the time bar pane, on the employee’s time line, right-click the event to recur. Click Recurring. Click Daily, Weekly, Monthly, or Yearly recurring. Specify the pattern and range of the recurrence. Click OK. Mass recurring events You can use the Mass recurrence wizard to create multiple recurrences for several events automatically.
532 Chapter 18 Workforce Scheduling Modifying forecast totals in the event totals pane If you build schedules with forecast data, you can adjust the forecast totals on the event totals pane. On the events totals pane, you can change forecast totals in time intervals as small as 15 minutes. The schedule view you select determines the time interval of the forecast totals. See “Changing the time interval of the time bar pane” on page 533.
Schedule distribution 533 Schedule distribution You can specify viewing preferences, specify access rights to schedules, and run and print reports. Viewing schedules You can specify how you view the time bar pane. Use the scroll bar to view other days and times in the schedule. If you reach the end of the month and want to view dates for the next month, you can click the arrow on the scroll bar to load the schedule for the next month.
534 Chapter 18 Workforce Scheduling Viewing event totals Event totals represent the total number of employees for an event. You can view event totals in 15 minute, 30 minute, 1 hour, 4 hour, or 1 day time intervals. Table 18-2 displays the event total time intervals that correspond to the schedule views.
Schedule distribution 535 To filter information in the schedule details pane 1. 2. On the schedule details pane, click the arrow on a column header. Select the filter criteria. Synchronizing views You can synchronize the people pane, time bar pane, and totals pane with the order of the information in the schedule details pane. Once you have organized the details of your schedules (sorting, filtering, and grouping) in the schedule details pane, synchronize views to reflect the order you have selected.
536 Chapter 18 Workforce Scheduling Running scheduled reports If you need the same reports at the same time on a regular basis, you can schedule Workforce Scheduling reports to run at a specific time of day, such as: • Every day • On a specific day of the week • On the first or last day of the month • Each weekday You can run scheduled reports to span the following time frames: • Current or previous day • Previous five or seven days, including or excluding the run day • Current month to date • Previous mo
Configuring adherence preference 537 Schedule Adherence Mitel Schedule Adherence is an optional application that works in conjunction with Contact Center Management and Workforce Scheduling. Schedule Adherence resides in the Contact Center Client real-time monitors and enables you to view the real-time state of contact center employees scheduled in Workforce Scheduling.
538 Chapter 18 Workforce Scheduling Configuring state groups To configure a state group 1. 2. 3. 4. 5. 6. 7. In Workforce Scheduling, click the Configuration tab. In the Adherence group, click State groups. The State groups window opens. Click Add. Type a name for the state group and click Create. Under Available states, select the states that are relevant for the state group and click > to move the state to the Assigned states list. Repeat steps 2-5 for each state group you want to configure. Click OK.
Viewing adherence monitors in Contact Center Client 539 Table 18-3 Adherence Detail Grid monitor headings Heading Definition Employee the name of the employee being monitored Is in Adherence the check box is enabled when the employee is adhering to the schedule Scheduled the type of event (shift, break, or job) the employee is performing, whether in or out of adherence Expected States the employee states that are relevant for the type of scheduled activity the employee is scheduled to perform Ac
540 Chapter 18 Workforce Scheduling Figure 18-7 Adherence Detail Grid monitor To set an Adherence Detail Grid monitor alarm 1. 2. 3. 4. 5. Right-click the Adherence Detail Grid monitor and click Set Alarms. NOTE: You can select the Apply the alarm thresholds to all devices displayed on the monitor option to apply the threshold settings for performance variables across all employees.
Viewing adherence monitors in Contact Center Client 541 To open the Adherence Timebar monitor 1. 2. 3. 4. Click View=>Real time to view the Contact Center Client real-time monitor icons. Click the Adherence icon and select Timebars. The Adherence Timebars monitor opens. See Figure 18-8. Under Schedules, select a schedule to include in the monitor or under Employees, select the employees to monitor. Click OK. Figure 18-8 Adherence Timebars monitor To set an Adherence Timebar monitor alarm 1. 2. 3. 4.
542 Chapter 18 Workforce Scheduling Running adherence reports The Schedule Adherence reports are produced in Microsoft Excel format. You must run and print the following Schedule Adherence reports from Contact Center Management. See the Mitel Contact Center Solutions Enterprise Edition Reports Guide for more information.
Employee functionality 543 Starting Employee Portal To start Employee Portal 1. 2. 3. Click Start=>Programs=>Mitel=>Employee Portal. Type your username and password. Click Log on. Creating a desktop shortcut to Employee Portal To create a desktop shortcut to Employee Portal 1. 2. Click Start=>Programs=>Mitel=>Employee Portal. Drag and drop the Employee Portal web address from the address bar to your computer desktop. Viewing currently scheduled shifts To view your currently scheduled shifts 1. 2. 3.
544 4. 5. 6. 7. Chapter 18 Workforce Scheduling Click Next. Optionally, add a note to accompany your proposal. Click Next. Click Submit. Proposing to trade shifts To propose to trade a shift 1. 2. 3. 4. 5. 6. Click Bulletin board. Next to the shift you want to take, click Select. The shift details display. Next to the shift you want to propose for trade, click Select. Optionally, add a note to accompany your proposal. Click Next. Click Submit.
Supervisor functionality 3. 4. 5. 6. 7. 8. 9. 545 Under Change availability, specify the dates and times you are available to work. • After Day of week, specify the day of week you are available. • If you are only available during certain hours, select Part of the day, and specify the times at which you are available. • If you are available to work at any time during the day, select Full day. Click Add to add the new availability to the request.
546 Chapter 18 Workforce Scheduling Employee Portal reports The Employee Portal reports are produced in Microsoft Excel format. You must run and print the following Employee Portal reports from Contact Center Management. See the Mitel Contact Center Solutions Enterprise Edition Reports Guide for more information.
Chapter 19 Traffic Analysis Using Traffic Analysis
548 Chapter 19 Traffic Analysis
Using Traffic Analysis 549 Traffic Analysis Traffic Analysis is an optional application that works with Call Accounting and Contact Center Solutions. Traffic Analysis works in conjunction with the SX-2000 and 3300 ICP telephone systems. In order to have summarized data for Traffic Analysis reports you must wait until the nightly maintenance routine runs the summary (at midnight each night). The data for these reports is derived from the traffic stream.
550 Chapter 19 Traffic Analysis The system works as follows: 1. 2. 3. .Net Collector opens a VT100 connection to the SX-2000 and issues transfer commands SX-2000 sends traffic files to the pre-configured FTP server The Summarize process downloads, merges and files traffic data to the Enterprise Server from the FTP server.
Using Traffic Analysis 551 Table 19-1 3300 ICP Traffic Options Assignment form Option Value Time Slot Active Select Yes to start a traffic session at the time specified in Start Time field and finish at the Stop Time field for each of up to six different slots. The report is resumed the next day at the same time. Select No to suspend the traffic report for the associated time slot. The traffic report will not run until Yes is entered and the form recommitted. Default is No.
552 Chapter 19 Traffic Analysis Table 19-1 3300 ICP Traffic Options Assignment form Option Value Sections to include in Traffic Report Select Yes to enable the collection of data for each resource group you want to include in the traffic report. The default is No.
Using Traffic Analysis 6. 7. 8. 9. 553 After Connect using, select TCP/IP. Click OK. Wait the interval time you selected in the Traffic Options Assignment, for example 15, 30 or 60 minutes. The traffic should then output to your screen. After the output is complete, you can disconnect and close the hyper terminal window. Configuring media servers in YourSite You must configure traffic collection settings in YourSite for the media servers from which you collect traffic data.
554 Chapter 19 Traffic Analysis
Chapter 20 Multimedia Contact Center Multimedia Contact Center options in Contact Center Management Multimedia Contact Center options in Outlook Agent actions Contact management
556 Chapter 20 Multimedia Contact Center
Using Multimedia Contact Center 557 Multimedia Contact Center Multimedia Contact Center distributes emails, SMS messages, chats (customer-initiated, Internet-based chat sessions), and faxes to contact center agents, and tracks handling across media types. Agents access Multimedia Contact Center from Microsoft Outlook. When your corporate email server is a Microsoft Exchange Server, agents view both Multimedia Contact Center and Microsoft Office Outlook email inboxes in one window.
558 Chapter 20 Multimedia Contact Center When you configure agent IDs in Contact Center Management, you can use the same agent ID across voice, email, SMS, chat, and/or fax media types. For example, in YourSite=>Configuration, you could add Agent 1000, and associate Agent 1000 with voice, email, SMS, chat and/or fax media types. If you want each of your employees to have only one agent ID, then you must set up your contact center as described in Configuration scenario 1.
Multimedia Contact Center options in Outlook 559 Figure 20-1 Multimedia agent login 3. 4. 5. Select the check box beside the agent IDs to which you are logging on, for one or more media types. Select the Save as default check box. Click Log On. Outlook starts and displays your Multimedia Contact Center inbox (Agent Inbox). See Figure 20-2.
560 Chapter 20 Multimedia Contact Center Verifying real-time server connection parameters The real-time server connection parameters specify the IP address and port number used by Multimedia Contact Center. Multimedia Contact Center uses the same IP address as the Enterprise Server and the same port number as Contact Center Client. To verify Multimedia Contact Center Server connection parameters 1. 2. 3. 4. 5. In Outlook, click Tools=>Options and select the Multimedia Contact Center tab.
Multimedia Contact Center options in Outlook 561 Configuring Multimedia Contact Center startup options You can specify Outlook displays • Multimedia Contact Center shortcuts • The Multimedia Contact Center agent login window when you start Outlook • The Agent Inbox instead of your Personal Inbox when you start Outlook Displaying shortcuts The Multimedia Contact Center shortcuts window lists shortcuts to your Personal Inbox and Agent inbox.
562 Chapter 20 Multimedia Contact Center Configuring Multimedia Contact Center arrival options You can specify arrival options for contacts so you are notified when ACD contacts arrive in your inbox: you can configure Outlook to open on top of all other applications and play unique sound files when contacts arrive. Displaying Outlook as your top window when contacts arrive NOTE: You can apply this option to email/SMS, chat, and fax media types only.
Multimedia Contact Center options in Outlook 563 To specify a Multimedia Contact Center multi-chat contact arrival sound file 1. 2. 3. 4. 5. 6. In Outlook, click Tools=>Options and select the Multimedia Contact Center tab. Click Advanced. The Multi chat options window opens. Select the Play sound for new message check box. If you want to play a beep, click Play Beep and specify the tone and select the number of times the beep will repeat.
564 Chapter 20 Multimedia Contact Center • • • • Agent ID lists the email agent ID of the agent who receives the email request. Ticket Number lists a unique number for each email. Subject lists the subject for each email. Received lists the date and time the email arrived in the Agent Inbox. The Field chooser forms list consists of the following column headers for WebChat. • Client Chat Name is the name that the customer enters on the chat request form to initiate a chat session with your company.
Agent actions 565 Logging in to multiple media types To log in to voice, email/SMS, chat, and/or fax 1. 2. 3. 4. In Outlook, click Agent Actions=>Employee Control=>Log On=>Log On (Custom). Select the check boxes of the agent IDs to which you will log on. Select the Save as default check box. Click Log On. The Outlook toolbar displays the IDs you used to log in, and the duration of time you have been logged in, for each media type. See Figure 20-4.
566 Chapter 20 Multimedia Contact Center Figure 20-5 Setting Make Busy Setting Make Busy Reason Codes for one media type at a time To set Make Busy Reason Codes for individual media types • In Outlook, click Agent Actions=>Chat Actions/Email Actions/Fax Actions=>Set Make Busy=>Break1. Outlook places the agent ID to which you are logged in, in Make Busy, for the media type selected. Requeuing contacts To requeue a contact (place it back in the queue to be handled by another agent) 1. 2. 3.
Contact management 567 Setting No Reply Needed The No Reply Needed command tags an email, SMS, or fax contact with No Reply Needed or Junk Mail. If an agent receives an email, SMS, or fax from a customer and no response is required, the agent can tag the contact with No Reply Needed. The No Reply Needed tag enables you to generate reports showing the contact as having been received, but not requiring a response.
568 Chapter 20 Multimedia Contact Center Replying to emails/SMS messages To reply to an email/SMS message 1. 2. 3. 4. In Outlook, double-click an email/SMS message in your Agent Inbox to open it. Click Reply. The Reply window opens. Type a response and/or double-click a response template to insert the content into the body of the email/SMS message. Click Send. Replying to chats To reply to a chat 1. 2. 3. 4. In Outlook, double-click a chat request in your Agent Inbox to open it. Click Reply.
Contact management 569 Viewing faxes When you open a fax contact in Outlook, it will open in the Multimedia Contact Center fax viewer. Within fax viewer, you can control the following options: • Zoom Enables the user to zoom in and out of the selected page view. • Thumbnail viewer Enables the user to preview pages in the left pane of the fax viewer. • Page selector Enables the user to select which page of the fax will display in the right pane of the fax viewer.
570 Chapter 20 Multimedia Contact Center Figure 20-7 Hold Transferring contacts To transfer a contact to an agent 1. 2. 3. 4. 5. In Outlook, double-click a contact in your Agent Inbox to open it. Click Reply. The Reply window opens. Click Transfer. The Multimedia Contact Center transfer window opens. Select the check box of the Agent ID to which you are transferring the contact. Click Transfer. Setting No Reply Needed To set No Reply Needed 1. 2. 3. 4.
Contact management Viewing current case history To view all correspondence associated with the current case 1. 2. 3. In Outlook, double-click a contact in your Agent Inbox. Click the Client history tab. Click Display current case. The case and transcript numbers for the current case are highlighted. Viewing entire contact history To view the entire history of all contacts 1. 2. 3. In Outlook, double-click a contact in your Agent Inbox. Click the Client history tab. Click Display entire history.
572 Chapter 20 Multimedia Contact Center
Chapter 21 Contact Center Management Enterprise Node Enterprise Node Configuration Enterprise Node Installation
574 Chapter 21 Contact Center Management Enterprise Node
575 Contact Center Management Enterprise Node NOTE: A single Contact Center Management Enterprise Node can collect data for one voice media server, one email media server, and one chat media server. If you have two voice media servers, you require a second Enterprise Node license. The Enterprise Node enables you to set up a remote collection point at a separate location. Enterprise Node provides multi-site contact center capabilities using a single-server configuration.
576 Chapter 21 Contact Center Management Enterprise Node Figure 21-1 Enterprise Node versus Enterprise Server Enterprise Node configuration NOTE: If the Wide Area Network (WAN) link between a remote site and the Enterprise Server goes down, the managers and supervisors at the remote site cannot view real-time data on their site until the WAN connection is restored. However, if the WAN link is down, data collection at the remote site continues.
Enterprise Node configuration 577 Contact center 2 - Boston (Enterprise Node) with one media server (3300 ICP) The second media server resides at site 2 in Boston. The media server in Boston is a 3300 ICP. You do not require a dedicated server because you have a 3300 ICP media server. However, you must install an remote note at the remote site if the media severs communicate over RS-232, and not TCP/IP.
578 Chapter 21 Contact Center Management Enterprise Node Contact center 2 - Houston (Enterprise Node) with one media server (3300 ICP) The second media server resides at site 2 in Houston. The media server in Houston is a 3300 ICP. A dedicated server is not required because of the 3300 ICP media server. Also, the Enterprise Node software is not deployed at the remote site. The 3300 ICP media server has the unique ability to send data over TCP/IP without the use of a dedicated server.
Enterprise Node Installation 579 Installing Enterprise Node software To install Enterprise Node software on the remote site server 1. Start Internet Explorer and browse to the Enterprise Server by typing http://[your Enterprise Server IP address]/CCMWeb/. 2. Obtain a user’s account from your system administrator and log on to the Enterprise Server. The Contact Center Management Web application opens. 3.
580 Chapter 21 Contact Center Management Enterprise Node
Chapter 22 CTI Developer Toolkit Functional overview Primary object classes Sample applications Common user scenarios and source code examples Troubleshooting
582 Chapter 22 CTI Developer Toolkit
583 CTI Developer Toolkit NOTE: If you require the calculations used to populate Contact Center Management and Call Accounting reports to use in your custom application built with the CTI Developer Toolkit, a subset of these calculations can be found in the Advanced Data Access Guide, which can be found at http://www.prairiefyre.com/support/download-software. Mitel Computer Telephony Integration (CTI) Developer Toolkit is a programmable .NET C# Dynamic-link library (DLL) that can be used in any .NET 3.
584 Chapter 22 CTI Developer Toolkit • • • • • • • • • Control a device (for example, set/remove Do Not Disturb or Make Busy) Make calls from agent or extension devices Place calls on hold Retrieve calls that are on hold Remove calls from queues Redirect calls from queues to agents/extensions Transfer or conference calls between agent and extension devices Clear calls for agent and extension devices Add call detail information from third-party IVRs and dialers.
585 Table 22-1 Supported functionality by version Functional Area Version 5.4 Version 5.5 Version 5.6 Version 5.
586 Chapter 22 CTI Developer Toolkit Functional Area Version 5.4 Version 5.5 Version 5.6 Version 5.
CTI Developer Toolkit sample applications 587 1 Device events are supported by all device types. events are supported by extension and agent devices 3 Voice control is supported by extension and agent devices. 4 Only hot desk agent logins are supported in Version 5.4. Both hot desking and traditional agent logins are supported with Version 5.5 SP1 or greater. 5 The AddCallDetail method requires a CTI Developer Toolkit server license.
588 Chapter 22 CTI Developer Toolkit Figure 22-1 Device Monitor sample application To use the CTI Developer Toolkit Device Monitor sample application 1. Click Start=>All Programs=>Mitel=>CTI Developer Toolkit=>Device Monitor. The Device Monitor sample application opens. 2. Click File=>Connect. 3. Type the IP address of the Enterprise Server, user name, and password and click OK. 4.
CTI Developer Toolkit sample applications • • • • • • • • • 589 Hold call Retrieve call Transfer call Conference call Clear call Add call notes Make consultation call Transfer consultation call Cancel consultation call Queue Monitor The Queue Monitor sample application displays the functionality and support for queue device types included with the CTI Developer Toolkit. The QueueMonitor application is similar to the optional Interactive Visual Queue monitor that is housed in Contact Center Client.
590 Chapter 22 CTI Developer Toolkit 6. 7. Click OK. If you selected multiple queues, you can toggle between them using the tabs at the bottom of the queue monitor.
Best practices for custom development 591 Best practices for custom development The following best practices must always be followed when developing custom developments to work in conjunction with Contact Center Solutions software.
592 Chapter 22 CTI Developer Toolkit Common user scenarios and source code examples This section details the following common user scenarios for developing custom integrations and applications using the CTI Developer Toolkit • Click to dial • Call received notification • Add call detail (using a third-party IVR) Click to dial NOTE: This code sample is not included in the sample project that is included with the CTI Developer Toolkit.
Common user scenarios and source code examples Call received notification The following C# code fragment shows a condensed version of the source code provided with the ConsoleCallMonitor sample application that is shipped with the CTI Developer Toolkit. static void Main() { DeviceManager dm = DeviceManager.Instance; string pbxIpAddress = "10.1.1.10"; string server = "the-CCM-server-IP-address-here"; string username = "your-username-here"; string password = "your-password-here"; Voice extension; if (!dm.
594 Chapter 22 CTI Developer Toolkit Add call detail (using a third-party IVR) The following C# code fragment shows a condensed version of using the AddCallDetail method to toolkit users can invoke to add custom key/value pairs into call information. In summary, this code fragment does the following: • Device_CallRecieved is an event handler that is invoked whenever a monitored IVR extension/port recieves a call.
Troubleshooting specific issues 595 Troubleshooting CTI Developer Toolkit issues Diagnosing any issues experienced while using the CTI Developer Toolkit requires a high level of familiarity with Contact Center Solutions and Call Accounting applications and CTI Developer Toolkit functionality. This section details several troubleshooting tips and tricks when encountering issues with CTI Developer Toolkit functionality.
596 Chapter 22 CTI Developer Toolkit SELECT node.Name AS [Node], node.IPAddress AS [IP Address], 'Agent' AS [Type], device.FirstName AS [First Name], device.LastName AS [Last Name], device.Reporting AS [Reporting Number] FROM tblConfig_Agent device INNER JOIN tblEnterpriseConfig_Node node ON device.FKNode = node.Pkey INNER JOIN tblLookup_NodeType NodeType ON node.FKNodeType = NodeType.Pkey WHERE FKNodeFamily = 1 UNION SELECT node.Name AS [Node], node.
Troubleshooting specific issues 597 Unable to set monitor on agent device In some cases, using the Device Monitor to issue a Set Monitor operation on an agent will fail. If you have the Errors view open in the application, it displays a MiTAI error, indicating "Operation failed: MessageTag[8] ReturnCode [SXERR_FEATURE_NOT_ALLOWED]" In this case, you should verify that the agent device is properly configured on the telephone system, including HCI Options enabled for the associated Class Of Service.
598 Chapter 22 CTI Developer Toolkit
Chapter 23 Salesforce.com Integration Installing Salesforce.com Integration Using Salesforce.
582 Chapter 23 Salesforce.
583 Salesforce.com Integration Salesforce.com Integration is an optional client application that works in conjunction with Contact Center Management and/or Call Accounting and requires an account with Salesforce.com (Enterprise edition), and, optionally, Intelligent Queue (for Collect Caller Entered Digits only). NOTE: Salesforce.com Integration is currently supported for use with the 3300 ICP only. Salesforce.
584 Chapter 23 Salesforce.com Integration Installing Salesforce.com Integration Salesforce.com Integration is installed during the installation of Contact Center Management. To install Salesforce.com Integration on a client computer, you must install the Client Component Pack. To install Salesforce.com Integration 1. 2. 3. 4. 5. 6. 7. 8. In Contact Center Management, click Help=>Software downloads/Installations. Click Client Component Pack. Follow the steps in the wizard to install Client Component Pack.
Using Salesforce.com Integration 585 9. Under Advanced Queries • After Search by IQ Collected Digits, type the desired object type.field. The default is Case.CaseNumber. Object types include Account, Contact, Lead, Case, Campaign, Event, Opportunity, Task, and User. You can also create customized object types. • After Search Cases by ANI, type Yes if you want to search cases by ANI. The default is No.
586 Chapter 23 Salesforce.com Integration Configuring soft phone layouts Configuring soft phone layouts enables you to control the information that displays in the screen pop. Once you have configured soft phone layouts, you can assign them to agents. Assigning customized soft phone layouts increases efficiency by giving agents access to the most pertinent customer information. To configure a soft phone layout 1. 2. In Salesforce, click Setup=>Customize=>Call Center=>SoftPhone Layouts.
Using Salesforce.com Integration 587 To log into your soft phone 1. 2. 3. 4. 5. 6. Start Internet Explorer and type http://login.salesforce.com/. Type your Salesforce.com user name and password and click Login. Type your call center Username, Password, Agent ID, and Extension. NOTE: If you have not entered agent ID, you will not have ACD functionality but can continue to use your phone for non-ACD calls. If you are using a hotdesking agent ID or extension, enable the Hotdesking Agent check box.
588 Chapter 23 Salesforce.com Integration • • • • • • • • • • • Place callers on hold To place a caller on hold, click the Hold button while on a call. Retrieve the call by clicking Retrieve from Hold. Initiate conference calls Initiate a conference call by clicking the Conference button while on a call. Your original call is placed on hold while you connect to the new participant. Once you have connected, click Complete Conference to place all parties on the same line.
Contact center terms and definitions 589 Contact center terms and definitions ACD An Automatic Call Distributor (ACD) is a specialized telephone system application for distributing incoming calls. ACDs are programmed to process calls in a pre-defined order, queue calls, provide in-queue messaging, and report on real-time and historical activities. ACD calls handled A handled call is a call picked up by a live agent.
590 Glossary Auto-acknowledgement An auto-acknowledgement is the response the customer receives (after emailing or sending a chat message to your company). For example, the Payment Response acknowledgement sent to a customer upon payment for an order might be “Thank you for shopping with us. Your order is scheduled for delivery on May 05, 2002 between the hours of 9:00 A.M. and 5:00 P.M., pending credit approval.
Contact center terms and definitions 591 Calls answered see ACD calls handled Calls handled see ACD calls handled Calls interflowed see ACD calls interflowed Calls offered see ACD calls offered Calls requeued see ACD calls requeued Calls waiting The calls waiting is the number of callers queued up waiting for an agent to become available, including those listening to silence, music, or a recorded announcement.
592 Glossary Extension An extension is an answering point for a call. A caller to your center is presented with options to dial various answering points. The caller can dial an individual agent at an extension through a queue number (address mechanism for a queue or other answering point). Grade of service The grade of service (GOS) relates the number of trunks to the level of traffic, and indicates the likelihood an attempted call will receive a busy signal.
Contact center terms and definitions 593 Overflow Overflow is a mechanism that limits the delay faced by callers by queuing calls against two or more agent groups. An ACD call that cannot be answered immediately is placed in an ACD queue. If the call is not answered after a set amount of time (the overflow time), it is placed in the ACD queue of another agent group, in addition to keeping its place in the first queue. The first available agent in either group handles the call.
594 Glossary Service Level Time The Service Level Time is the threshold time used in calculating the Service Level Percentage, such as 90 percent of calls answered in 20 seconds. The Service Level Percentage and Service Level Time are parameters you define as your service objective. Silent monitoring Silent monitoring is the process of capturing the voice conversations between agents and callers.
Contact center terms and definitions 595 Unavailable see Queue unavailable Wall board see Wall sign Wall sign A wall sign is a large electronic sign placed on the wall of a contact center. Wall signs provide real-time ACD statistics to agents and supervisors, such as the number of calls in queue, the wait time of the longest waiting caller, and the number of available agents. WAN Wide Area Networks (WANs) connect computers across wide geographic areas.
596 Glossary
Multimedia Contact Center terms and definitions 597 Multimedia Contact Center terms and definitions Agent Requeue Time The Agent requeue time is the length of time a contact sits in the assigned agent’s inbox before it is re-queued (put back into the same queue and offered to the next available agent). When an agent receives a contact and fails to respond to the contact after X seconds, Multimedia Contact Center places the agent in Make Busy and re-queues the contact.
598 Glossary Overflow Time The overflow time is the length of time an email will sit in the primary agent group queue before also being forwarded to a overflow agent group. Primary Agent Group The primary agent group is the group assigned to answer a particular email message first. Priority Priority assigns priority to queues. The highest priority is 1, and the lowest priority is 10. This allows you to answer queues of higher priority first.
Mitel 5000/Axxess terminology compared 599 Mitel 5000/Axxess terminology compared Table 1 compares Mitel Contact Center Solutions and telephone system terminology and the corresponding Mitel 5000/Axxess telephone system terminology and details any critical need-to-know differences between the terms.
600 Glossary Table 1: Mitel and 5000/Axxess terminology compared Mitel term 5000/Axxess term Definition / Differences Recorded Announcement Device (RAD) Call Routing Announcement A Recorded Announcement Device (RAD) is a system that provides prerecorded messages to callers waiting in the ACD queue. Reporting Number N/A The reporting number is the number assigned to contact center resources, such as trunks, devices, and ACD queues, for reporting purposes.
