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Call Center Suite

User Guide

For sales, service, or technical support, contact


your local authorized Inter-Tel dealer.

If you have questions or comments about this User


Guide, contact Inter-Tel Technical Publications at:
Tech_Pubs@inter-tel.com

Table of Contents
CONTENTS
Overview

PAGE
1

About Call Center Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1


Software Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
New Features in 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Call Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Call Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Call Modeling and Call Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Using Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Getting Started

Launching the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7


Using the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Installing Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Install Single Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Install Disksets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Install Multiple Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Accessing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

CallViewer

13

Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
CallViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Buttonbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Extension Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Window Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Statusline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Call Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Dial List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Tooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Toolbar Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
CallViewer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Always On Top . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Auto Size Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Dialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

CONTENTS

PAGE

Using CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

23
23
25
26
26

Creating a Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Displaying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

RealViewer

37

Starting RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealViewer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Automatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
RealViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Moving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

37
37
39
39
40
41
41
42
42
42
43
44
45
46
46
47
47
47
48
48

Working with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Applying a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

51
51
52
61
62
62

Using StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Program StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Control Calls with the StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

63
63
66
69
70

Inter-Tel, Inc. 2002 printed in USA

CONTENTS

PAGE

Reporter

75

Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Configuring Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Reporter Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Report List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Report Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Creating a New Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Date/Time Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Editing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Duplicating a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Copying a Reports Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Working with an Open Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Displaying the Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Displaying Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Displaying Information on Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Accessing the Filter Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Creating a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Applying Other Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accessing the Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a New Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Copying a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Assigning Tariffs to Trunk Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting the Default Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

105
105
106
111
111
111
111
112

Export, E-Mail, Publish, and Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Using the Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Opening an Export with Installed Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the E-Mail Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Publish Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Import Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

113
113
117
118
118
121

CONTENTS

PAGE

Customizing Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Account Codes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Levels Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Durations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Costing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Erlang B/C Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Licensing Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Auto Reporter Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reporter Real-Time

124
124
125
126
127
128
128
129
130
131
133
134

141

Starting Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Configuring Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reporter RT Reporter Tile Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reporter RT Reporter Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reporter RT Pro Tile Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reporter RT Pro Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

141
141
142
142
143
143

Reporter Real-Time Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Node Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deskboard Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Multi Stat Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Graph (Multi Stat) Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Graph Over Time Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Graph by Device Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
StationViewer Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Extension List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Extension Detail Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Detail Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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148
148
148
149
149
149
150
150
151
152
154
155
155

Working with Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Adding Tiles with the New Tile Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding Tiles Using Property Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Moving, Sizing, Zooming, and Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Inter-Tel, Inc. 2002 printed in USA

CONTENTS

PAGE

Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Call Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Steal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Send Call To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Log Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Free State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Wrapup (Call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Free (E-mail) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enter Wrapup (E-mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

180
180
181
181
181
182
183
183
183
183
183
184
184

Working with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185


Customizing Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Intelligent Router

187

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Placeholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Platform Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Recommended Hardware Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

187
187
188
188
188
188
188
189
189

Intelligent Router Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Starting Intelligent Router. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Router Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

190
190
191
192

Intelligent Router Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tile Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

194
194
195
195
196
196

Viewing Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Two Tile View Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Four Tile View Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Copying to the Clipboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

198
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200

E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

CONTENTS

PAGE

Customizing Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202


Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Adding a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Editing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Deleting Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Enabling/Disabling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

203
203
204
213
213
213

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Event List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Multi-Stat Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule and Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Rule Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Inter-Tel, Inc. 2002 printed in USA

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OVERVIEW

Overview
ABOUT CALL CENTER SUITE
The Call Center Suite is a third-party CTI (Computer Telephony Integration) solution
provider. It links the Inter-Tel System and the computer, providing a seamless and
automated technological partnership.
The Call Center is ideal for businesses, such as an order entry center, help desk (customer support), telemarketing firm, etc., that experience high call volumes and use a
computerized database and/or an automatic call distribution system. With the Call
Center, you can boost efficiency, expand your business, and increase profits with the
following capabilities:
Calls instantly activate your database.
Relevant information from your database is automatically displayed on your
computer screen when you make or receive a call.
The speed and accuracy of outbound calling is increased because your PC does
the dialing.
Powerful reports are easy to build.
Customer information is transferred with the call, if internally transferred.
Calls are handled more quickly and efficiently.
Abandoned calls can be recovered and returned.
Calls can be routed based on current statistics.
E-mails and other media forms can be routed based on a variety of conditions.

Call Center User Guide

Software Modules
OVERVIEW

The Call Center software package contains the following modules:


Server: Links the Inter-Tel telephone system to your computer network to provide basic call logging.
CallViewer: Allows you to screen pop information from the company database,
based on the current call. and handle calls for your extensions.
RealViewer: Allows you to see statistics, at your own computer, based on the
activity of the user or their group.
Reporter (Basic, Reporter, and Pro): Allows you to analyze the historic call log
in a variety of ways to make better business decisions.
Reporter Real-Time (Reporter and Pro): Allows you to analyze the call log in
real-time in a variety of ways to make better business decisions.
Intelligent Router: Allows you to program routing schemes (and numerous
other actions) based on call information and other statistics.
Auto Reporter: Provides web publishing capabilities for Reporter and Reporter
Real-Time.

New Features in 3.1


Version 3.1 supports the following new features:
SmartSync: Automatically updates the database in Server whenever the phone
system programming has changed. Updates apply to extension, agent, hunt group,
and trunk line records.
Node Awareness: Monitors different nodes in a multi-node phone system. Using
Intelligent Router, you can view the status of different nodes.
NOTE: To be node aware, the Server software security key must be licensed
for at least two nodes.

StationViewer Lists: Allows you to configure RealViewer and/or Reporter RealTime with lists that display Direct Station Selection (StationViewer) buttons.
Each button then depicts the current state of the assigned extension.
NOTE: A StationViewer license is required to use the StationViewer feature.
Direct TCP/IP Support: Allows you to connect the Call Center Server to the
phone system via TCP/IP instead of RS232. To connect to the phone system, you
must use a Call Processing (CP) Server, CT Gateway, or Switch Transceiver. If
connecting to a multi-node environment, you must connect to a CT Gateway that
is running at least version 2.0.
NOTE: Although you can still use RS232 to connect to the phone system, it is
recommended that you connect via TCP/IP.

About Call Center Suite

Call Segmentation

Detailed Trunk Call Transfer History: When a call is transferred several times
throughout its duration, the Call Segmentation feature tracks all of the extensions/
agents that have received or transferred the call. With the latest version of
Reporter, you can obtain an entire history of a trunk line call throughout the telephone system and see all the different devices that handled the corresponding
call.
Accurate Call Duration Measurement Against Devices: Call statistics, such as
Talk Time, Avg Talk Time, and Calls In, can be accurately calculated for each
extension or agent even when a trunk call is transferred several times between
different extensions.
Detailed Hunt Group Call Measurement: Call Segmentation gives you more
detailed reporting against hunt group devices. For example, a trunk line call can
be answered by an agent within one hunt group and then transferred by that agent
to a different hunt group. The caller could then abandon the call while waiting in
the second hunt group queue. This trunk call is not only considered answered
in the first hunt group and abandoned in the second, but it will have separate
waiting times associated with the different hunt groups. Call Segmentation tracks
these hunt group statistics separately to enable this type of measurement.
Highly Configurable: The Call Segmentation feature is highly configurable,
enabling you to choose how Call Center will calculate trunk line call statistics for
different devices on the telephone system.
NOTE: The Call Segmentation feature must be enabled for Intelligent Router to work
properly.

For detailed information on Call Segmentation, see the Call Center Users Manual.

Call Modeling
Call Segmentation is provided by modeling calls based on trunk lines or devices.
Each of these options not only have an affect on what information the different modules display, but they affect the performance of the Server and other applications.
When you model calls by trunk line (i.e., Call Segmentation is disabled), the Server
uses less hard drive space. Call reports, however, will be less detailed and include
only one segment per call. When modeling by device (i.e., Call Segmentation is
enabled), the Server uses more hard drive space, but call reports are more detailed as
each call is segmented based on the device where the call rings.

Call Center User Guide

OVERVIEW

Call Segmentation is a configurable feature within Server that improves the accuracy
and details of real-time and historic call reporting. Some of the improvements that
Call Segmentation provides include:

Call Filtering
OVERVIEW

Call Filtering is a feature provided in Reporter and Reporter Pro, RealViewer, and
Intelligent Router. This allows you to filter call information based on different parameters, such as how long the call was active, what ACD hunt group the call rang, what
DID number the call used to access the switch, etc. You can also filter calls by device
or trunk line, which affects how calls are counted for different statistics.
You would filter calls by trunk line when you want trunk-based reporting and calls are
handled by a single device. Although this option results in faster call record processing, statistics will be invalid for any calls handled by multiple devices (e.g., calls that
are transferred, diverted, etc.).
Filtering calls by device, on the other hand, results in a slower processing of call
records. Reports, however, are device-based and include accurate statistics for calls
handled by multiple devices. This option is ideal for cradle-to-grave reporting (i.e.,
tracking a call from the moment it rings in to the switch to the moment it is disconnected).

Call Modeling and Call Filtering

Model By Device

Model By Trunk

How a call is modeled may affect filtering capabilities. The following table will help
you determine which combination will result in the information you need.
Filter By Trunk

Filter By Device

Calls are not segmented by the Server and are


counted as viewed from the trunks perspective.
This works well in an environment where:

Calls are routed directly to a Hunt Group


(or agent).

This combination is NOT recommended.


Calls are not segmented by the Server, but calls are
counted as viewed from the devices perspective.
This results in inaccurate statistics for transferred
calls.

There are no Call Routing Announcements


(CRAs) or, at most, one CRA.

Calls are not transferred.

There is one trunk call per agent.


This combination is NOT recommended.
Calls are segmented by the Server and are counted
as viewed from the trunks perspective. Although
this combination will return accurate statistics, the
calculations will be based on trunk activity; not individual device activity. This could be confusing.

This is the default combination.*


Calls are segmented by the Server and are counted
as viewed from the devices perspective. This works
well in an environment where:

Calls are routed through multiple hunt


groups.

There are multiple CRAs (and IVR).


Calls are transferred.
Many devices handle one trunk call.

* By default, the All Calls filter in Reporter Real-Time and RealViewer filters calls by trunk.

As described in the table, it is best to filter calls in the same way that calls are modeled. This not only ensures the statistics are calculated correctly, but it also prevents
any confusion when running reports or viewing RealViewer tiles.

About Call Center Suite

Support Services

NOTE: Technical support personnel may need to view the installation, setup, etc. of
the Server. This is achieved faster and easier through a program like pcAnywhere,
which allows remote control of the computer. A pcAnywhere CD-ROM is included with
Call Center Suite, and it is recommended that you install it on the computer running
Server.

Customers performing their own Custom Macro development may obtain Technical
Support by purchasing blocks of support time through Inter-Tel Custom Solutions
(ICS).
Contact ICS Sales for additional information or to place a support block order:
Email: icssales@inter-tel.com
Phone: 800-644-7605, ext. 60588

Using Help
Help is a complete on-line reference tool you can use at any time. Help is especially
useful if you require information quickly or if the manual is not available. When the
application is active on your desktop, you can press F1 to access the help for that particular window. Or, you can click the Help button in various windows or the Help button ( ) on the toolbar.
The rest of this manual includes information on installing, programming, and using all
of the Call Center modules.

Call Center User Guide

OVERVIEW

If you have questions about any of the Call Center Suite products, refer to this manual
or the on-line help. If you need additional support, please contact the designated onsite System Manager. If this does not resolve the problem, contact Technical Support.

OVERVIEW

ABOUT THIS GUIDE


This guide contains basic instructions for using the Call Center modules. For more
detailed information and expanded procedures, refer to the Call Center Users Manual.
This user guide contains information of the following modules:
CallViewer
RealViewer
Reporter w/Auto Reporter
Reporter Real-Time
Intelligent Router
The tabs on the edge of each page will help you find the modules more quickly.

About This Guide

Getting Started
LAUNCHING THE CD-ROM
To install the software on the PC:
1. Ensure that Windows is running. (For best results, close all other Windows applications.)
2. Insert the Call Center Installation CD-ROM into the drive.
The CD-ROM Launcher should begin. If it does not:
a. From the Windows Start menu, select Run. The following dialog box displays.

b. Enter the CD drive location (usually D or E) followed by:\Autorun.exe


(e.g., D:\Autorun.exe).
c. click OK. The Launcher will begin.

Call Center User Guide

GETTING
STARTED

The following instructions assume that Windows 95/98/ME/2000/NT 4.0 or later is


installed on your PC and that you are familiar with Windows procedures.

USING THE CD-ROM LAUNCHER


The Launcher presents you with the following set
of options:
Demo: Launches an interactive demonstration of Call Center and its capabilities.
GETTING
STARTED

Install Products: Displays different options


for installing the Call Center modules (see
the next section).
View Documentation: Displays the available Call Center documentation, and allows
you to install Adobe Acrobat Reader (see page 11).
Inter-Tel on the Web: Uses your PCs browser to access the website for InterTel US or Inter-Tel Europe.
As you progress through the hierarchy of options, click Back in the bottom right corner of the launcher to return to the previous page or Exit to quit immediately.

INSTALLING CALL CENTER


To install one or more Call Center modules from the CD-ROM:
1. Click Install Products from the first
page of the Launcher. The License
page displays.
2. Enter your license key in the fields
provided. This is located on a label
beneath the CD-ROM envelope in
your Call Center package.
The license key comes in two parts,
separated by a hyphen. Enter the first
four digits of the license key in the
first field and the second four digits in
the second field.
3. Click Next. The license key will be validated. If your license is invalid, an error
message will appear. If the license is valid, the Install page displays. This page
allows you to install a single product, disksets, or multiple products, as described
in the following sections.

Getting Started

Install Single Product


To install a single product (module):
1. Click Install Single Product in the Install
page. The screen will list the available modules.
GETTING
STARTED

2. Select the product you want to install. The


installation program for that product will
start. When the installation is finished, you
are returned to this page of the CD-ROM
Launcher.
NOTE: Although all installation programs will ask you to enter your license key,
they will automatically default to the license you previously entered.

3. Select another product to install, or click Exit to quit the installation.

Install Disksets
This option allows you to copy all of the installation programs on the CD to a folder on your
local hard disk or network share. The installation programs will be installed to this folder in
separate sub-folders, where each folder indicates
the appropriate install. For each product, there is
an additional subfolder named after the version
of this installation. This allows you to install
several sets of disks over time. An example
folder structure would be similar to the one on
the right.

C:\DISKSETS
CALLVIEWER
2000010
2500004
SERVER
2000006
2510004

In this example, the folder C:\Disksets\CallViewer\2000010 contains version 2 of CallViewer, while the folder 2500004 contains version 2.5 of CallViewer.

Call Center User Guide

To install disksets:

GETTING
STARTED

1. Click Install Disksets to


start the Disksets Installation. You will be prompted
for the location to install
the disksets, which is
C:\Disksets
by
default.
2. Click Browse to change
the default folder. This
opens the standard Windows browser for finding
folders and files.
3. Click Next to install the
disksets.

Install Multiple Products


If you need to install several modules on one computer, this option will not require
you to restart your computer several times.
To install multiple products:
1. Click Install Multiple Products.
The installation program will
launch.
2. Select the products you want to
install (a checkmark appears), as
shown on the right.
3. Click Next. Each of the selected
products are installed one after
the other (as if you had selected
the corresponding single product
installation).
When the last product is installed, you are prompted to restart the computer, if necessary.

10

Getting Started

ACCESSING DOCUMENTATION
The CD-ROM contains the Call Center Users Manual, which is stored in Adobe
Acrobat format. You need the Acrobat Reader installed on your computer to be able
to successfully read this document. (The Acrobat Reader can be installed from the
CD-ROM).
GETTING
STARTED

To access the documentation:


1. Click View Documentation from the CDROM Launcher.
2. Select one of the following options:

Install Acrobat Reader: Installs Acrobat Reader if you do not already have
this application on your PC.

View Manual: Displays the Call Center Users Manual in Adobe Acrobat.

Configuration Notes: Lists various


notes designed to help you install the different products. Select one of these
options to open the document in Adobe Acrobat.
3. Click Back to return to the first page in the Launcher, or click Exit to quit.
NOTE: It is recommended that you have Adobe Acrobat version 4.05 or later on your
PC. If you have a version that is prior to v4.05, the document may not display correctly.

Call Center User Guide

11

GETTING
STARTED

12

Getting Started

CallViewer
CallViewer is a software product that provides telephony call control and desktop
automation (screen-popping) on a Windows-based computer. This application allows
you to view screen pop information from your company database, based on the current call, and control calls from your PC.

STARTING CALLVIEWER
To start CallViewer:
1. Select Programs from the Windows Start menu.
3. Select CallViewer and then the CallViewer menu item. After a short wait, CallViewer will start.
NOTE: If the Network Settings have not been configured yet or have not been configured correctly when CallViewer starts, the application will invoke a self-configuration
mode to attempt to automatically find the Server on your LAN. See the Users Manual
for more information.

CALLVIEWER WINDOW
When you start CallViewer, the main window displays, as shown below.

NOTE: Your CallViewer window may have less functionality if you have not purchased
a version of Server that is licensed for call control.

Each feature displayed in this window is described in the following sections.

Call Center User Guide

13

CALLVIEWER

2. Select the Inter-Tel Call Center Suite sub menu.

Titlebar
The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if CallViewer is Off-Line. Off-Line indicates that CallViewer has not yet connected to the Server, and it is not ready to display calls from/to
your extension device. CallViewer may be Off-Line if your network supervisor has
closed down the network or if the Server has been shutdown or is not physically connected to the network.

Toolbar

CALLVIEWER

The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure CallViewer or perform special tasks.
The tasks associated with each toolbar button are specified in the table below.
BUTTON

DESCRIPTION

Displays the Action Menu.


Activates the Settings Menu.
Enables/Disables automatic macros. If the button is clicked down (i.e.,
recessed) automatic macros are enabled; otherwise, they are disabled.
Displays the Help Menu.
Dials a telephone number or digits over an existing call using the number highlighted in the last activated Windows application (performs Go
Dial). The button is disabled if it does not make sense to perform this
action. If CallViewer is not connected to the Server, the button displays a
red X ( ).

You can change the method that CallViewer uses to grab telephone
numbers from another Windows application by changing the Go Dial
Method setting in the Dialing Settings window (see the Users Manual).

NOTE: The

button may not be visible if you have not purchased a version of CallViewer that is licensed for call control functionality.

14

CallViewer

Buttonbar
The buttonbar contains the configurable button macros. Your supervisor or manager
should have already configured these to automate various tasks. However, you can
program which buttons are displayed (refer to the Displaying A Button Macro section
on page 34).

Call List
This area displays information about inbound and outbound calls (see page 25 for
details). The presentation of this information can be altered by choosing the
Advanced command from the Settings menu. The call list automatically grows
when more than one call is active.

To the right of the Call List, there is a picture that indicates the status of your extension, as described in the table below.
BUTTON

INDICATION

The CallViewer application is Off-Line.

Your extension is idle.

Your extension is busy.

Your extension is ringing.

Future release

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15

CALLVIEWER

Extension Status

Window Control Buttons


These buttons affect the CallViewer window, as described in the table below.
BUTTON

DESCRIPTION

Minimizes the CallViewer window.


Maximizes the CallViewer window.
Restores the CallViewer window to toolbar size.

CALLVIEWER

Exits CallViewer.

Statusline
The statusline is located at the bottom of the window. It indicates the status of your
telephone extension when there is call activity and tells you what CallViewer is doing
when operations are being performed. In addition, when the mouse pointer is moved
over the toolbar buttons, macro buttons, and other CallViewer controls, the statusline
displays their function.

16

CallViewer

Call Control Buttons


NOTE: These might not be visible or may be disabled (grayed-out) if you have not purchased a call control license for Server.

These buttons allow you to control calls at your extension (e.g., answer calls, dial a
specific telephone number, place calls on hold, etc.), as described in the table below.
BUTTON

DESCRIPTION

Drops the specified call that is shown in the call list (see page 28).

Places the specified call on individual hold (see page 28).


Places the specified call on System Hold (see page 28).
Directly transfers an answered call or redirects an alerting call to the
specified extension/group in one step (see page 30).
Places the specified call on hold and dials the specified extension/group
to make a consultation call for a call transfer (see page 29).
Transfers the specified call on hold to the party at the distant end of the
current call. Basically, this button is used to complete a call transfer. It is
provided so that you can choose the call to transfer to the party at the
other end of a consultation call if there is more than one call on hold at
an extension (see page 29).

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17

CALLVIEWER

Answers the specified call that is alerting your extension (see page 28).

Dial List
NOTE: The Dial combo box may not be visible if you have not purchased a version of
Server that is licensed for call control.

This combo box shows the last 20 inbound or outbound calls made or received by
your extension. You can select an item in the list and click the (Re)dial button to call
the specified party.

CALLVIEWER

The picture in the first column of the list depicts the direction of the individual, as
shown below.

BUTTON

DESCRIPTION

An inbound call.
An outbound call.

Tooltips
Tooltips display on-screen descriptions of various controls on the CallViewer window
when the mouse pointer pauses over them. For example, if the mouse pointer pauses
over a toolbar or macro button, a one-line hint is shown to indicate the buttons operation (the assigned Hotkey is also shown at the end of tooltips text if appropriate). See
page 32 for information about Hotkeys.

18

CallViewer

Shortcut Menu
The shortcut menu provides a shortcut to commonly used commands or menus
accessed via the toolbar.
To activate the shortcut menu, right-click on the CallViewer or Quick Connect window. A list of menu items will display, as shown below.

CALLVIEWER

Toolbar Menus
Menu commands are accessed by selecting the toolbar buttons that activate CallViewers menus (see page 14). Or, you can access menu commands from the shortcut
menu. The three available menus are as follows:
Action Menu (
etc.

): Displays call control commands, such as Answer, Release,

Settings Menu ( ): Allows you to access configuration options, such as how to


display the CallViewer window, whether or not to display the Quick Connect
window, what options Quick Connect will display, etc.
Help Menu (

): Launches the on-line help system for CallViewer.

For details about these menu options, see the Call Center Users Manual.

Call Center User Guide

19

CALLVIEWER SETTINGS
CallViewer is a configurable application, allowing you to customize the way you
interact with the software and the way CallViewer interacts with other applications.
You can also configure various other features such at the Hotkeys and the Quick Connect window.
The following section describe how to configure a few of the settings in CallViewer.
For complete information about other settings, see the Users Manual.

Always On Top
CALLVIEWER

This setting makes the CallViewer window always appear over the top of other open
applications, even when CallViewer is not the active application window.
To enable this setting, select Always On Top from the Settings (
or enable this option in the Window Settings screen.

) or shortcut menu,

NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press F1 key).

Auto Size Window


This setting makes the CallViewer window normal sized when there is call activity at
your extension and small (i.e., like a toolbar) when your extension is idle. If you are
not using the Quick Connect window as your main interface to CallViewer, it is recommended that you enable this setting so that the CallViewer window does not clutter
the screen when calls are not being handled.
To enable this setting, select Auto Size Window from the Settings (
menu, or enable this option in the Window Settings menu.

) or shortcut

NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press F1 key).

NOTICE
Refer to the CallViewer chapter in the Call Center Users Manual or the online Help File (press F1 key) for detailed information on other settings such as
Window, Advanced, and Network Settings.

20

CallViewer

The CallViewer window will pop up from its icon state (if minimized already) when
there is call activity at your extension. If you are not using the Quick Connect window as your main interface to CallViewer, you should enable this setting so that accidental minimization of the CallViewer window will not inhibit you from viewing call
details.
To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut
menu, or enable this option in the Window Settings menu.
NOTE: For more information on the Window Settings, refer to the CallViewer section in
the Call Center Users Manual or the on-line Help File (press the F1 key).

Because not all area codes require the long distance dialing code (e.g., 1), you should
configure CallViewer to automatically identify which outgoing calls are toll calls.
With dial rules, you can ensure the application inserts the long distance dialing code
for calls made to specific area codes and/or prefixes.
NOTE: This option is only available in CallViewer V2.510015 and later.
To program the long distance dialing rules:
1. Select Dialing Settings from the
Settings menu ( ). The Dialing
Settings screen is displayed.
2. Ensure Specify dial rules for this
CallViewer installation is selected
in the Dial Rules section.
NOTE: Calculate dial rules via
Server should not be selected. It is
valid only for the UK.
3. Enter the digit required to access an
outgoing trunk line (e.g., 8) in the
Outbound dial prefix text box.
4. Select Set Local Dial Rules.

Call Center User Guide

21

CALLVIEWER

Dialing Settings

CALLVIEWER

5. Complete the following fields:

Local area code: Enter your local


area code (e.g., 480).

Local toll calls: Enter any prefixes


within your local area code that may
require the long distance code. You
can enter partial prefixes to indicate
a range (e.g., 8* would indicate 800899).

Long distance code: Enter the code


required to dial outside your area
code (e.g., 1 for the US).

Dont dial long distance code:


Enter a comma-separated list of area
codes that do not require the long
distance code (e.g., 623,602).

International dial code: Enter your international dial code (e.g., 011 for the
US).

Replace the + character with the international dialing code: Select this
option to automatically replace a plus (+) sign with the international code.

6. Test the dialing rules, if desired.


To test the dial rules:
a. Enter a telephone number to dial in the text box provided.
b. Click Test. The number is dialed, and the Actual number dialed box displays
the result. The following table provides a list of the possible outcome values.
Display Text

[Internal]

[Local]
[Local Toll]
[Long Distance]

[International]

Description

The telephone number specified is less than the default number of digits that
CallViewer considers as being a valid outgoing number. CallViewer, therefore, treats the number as being an internal number (i.e., a device within the
telephone system).
The telephone number is to an external number within the local area.
The telephone number is an external number within the local area code but
that contains a prefix that requires the long distance code.
The number represents an external location outside the local area, and the
number of digits specified is equal to or greater than the default number of
digits that CallViewer considers as being a long distance number. The number is also not in an adjacent area where calls are considered local.
The telephone number is to an external number within another country.

7. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Dialing Settings screen.
To save any changes, click OK. To cancel unwanted changes, click Cancel.

22

CallViewer

USING CALLVIEWER
This section explains how to use CallViewer on a daily basis.

Quick Connect
The Quick Connect is a small, single-button window that you can move anywhere on
your desktop.

Titlebar

Grab Telephone
Number Button

NOTE: The Grab Telephone Number (

) button may be disabled (grayed-out) if you


have not purchased a version of Server that is licensed for call control functionality.

ALSO: If you do not see the Quick Connect Window, right-click on the CallViewer window and select Show Quick Connect Window.

To make a call using Quick Connect:


1. Highlight a telephone number in another Windows application.
2. Click the Grab Telephone Number button ( ). Any non-numeric characters
detected in the highlighted text string are ignored, and the number is dialed from
your extension.
When you make and receive calls at your extension, the Quick Connect displays call
information as a shortcut Call List in a small tooltip-like window, as shown below
(see page 27 for more details on how to make a call). It will also display the Call Control buttons, as described on page 17.

You can configure what buttons and columns will be displayed on the pop
up call list by using the Quick Connect Settings window (see the following
page).

Call Center User Guide

23

CALLVIEWER

To move the Quick Connect window, click on the Quick Connect windows small titlebar and drag it to a new position on your screen. The Quick Connect is always shown
over all other normal application Windows.

The button displayed in the Quick Connect window may change, depending on
whether or not CallViewer is connected to Server and if it makes sense to dial a telephone number or digits over an existing call, as described in the table below.
BUTTON

DESCRIPTION

CallViewer is not connected to the Server.


The button is disabled because it does not make sense to dial a telephone number or digits over an existing call. Or, you have not purchased a version of Server that is licensed for call control functionality.

CALLVIEWER

To configure the Quick Connect window:


1. Right-click on the Quick Connect window. A shortcut menu displays.
2. Select Quick Connect Settings. The Quick Connect Settings screen is displayed,
as shown below.

3. Select the options you want to enable (a check mark appears).


4. Click OK to save your settings or Cancel to exit without saving changes.

24

CallViewer

NOTE: You can change the method that CallViewer uses to grab telephone
numbers from another Windows application by changing the Go Dial Method setting in the Dialing Settings window.

ALSO: You do not have to use the Quick Connect as your interface to CallViewer. You can use the main CallViewer window instead to make and receive
calls. When CallViewer is installed, you are asked what interface you would prefer
to use. If Quick Connect is chosen, the CallViewer window is still displayed but is
permanently minimized. You can change the way CallViewer is used later by modifying the settings in the Window Settings and/or the Quick Connect Settings window.

The portion of the CallViewer window where the dialed or received numbers appear
is the Call List area. If you are using the Quick Connect window, the Call List will
pop up when a call is active (i.e., ringing or connected). If the Server recognizes an
incoming or outgoing call number, this area will display details pertaining to that
caller. It also states the status of a call, using the icons listed in the following table.
BUTTON

DESCRIPTION

An unanswered outbound call.


An unanswered inbound call.
The call has been answered.
The call is on hold.
The call was answered and is now on hold.

Various Call Control buttons are also displayed to the right of each call in the Call
List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see
page 17 for details).
NOTE: The call control buttons might not be visible or may be disabled (grayed-out) if
you have not purchased a version of Server that is licensed for call control.

Call Center User Guide

25

CALLVIEWER

Call List

Examining Call Details

CALLVIEWER

To obtain a summary of information on the current call you are handling, select Call
Details from the Action ( ) or shortcut menu. Or, you can double-click on a call in
the Call List. The Call Details screen displays, as shown below.

To exit this screen, click Close.

Call Control Functionality


The following sections explain how to use CallViewer to make, receive, and control
calls from your computer screen. To use CallViewers Call Control functionality, you
can use either the main CallViewer window or the Quick Connect window. You can
also use the Hotkeys (see page 32) or the shortcut menu (see page 19).
NOTE: Call Control functionality is only enabled if CallViewer is connected to the
Server and the Call Control Enabled menu item in the Settings menu is checked. Call
Control functionality might be grayed-out or disabled if you have not purchased a version of Server that is licensed for call control.

26

CallViewer

Basic Operation
Before you use CallViewer for call control, ensure the titlebar does not display OffLine or that the picture in the Quick Connect Window does not display a red X ( ).
You must also make sure your telephone extension is working correctly.

Call Control and Hotkey Assignments


You can assign Hotkeys (see page 32) to the different call control functions, such as
dial, answer, transfer, etc. These allow you to perform the call control action while an
application other than CallViewer is active. If you choose, however, to use Hotkeys
for call control, CallViewer will logically choose the call affected by the action. For
example, if you use a Hotkey for retrieving a call from hold, CallViewer will search
the call list and retrieve the first call it finds that is in the held state.

You can make a call using CallViewer in a number of ways, which is described below.
Method A
1. From the Action menu ( ) or the
shortcut menu, click Dial. The Dial
window displays, as shown on the
right.
2. Enter the extension, group, or external
telephone number in the text box, or use the drop-down menu to select a number.
3. Click OK to dial the number or Cancel to close the dialog box without dialing.
Method B
1. Use the Dial List drop-down box to select an existing item, or enter a new number in the Dial combo box in the main CallViewer window.
2. Press ENTER or click (Re)Dial.
Method C
Use the Quick Connect method, as described on page 23.
NOTE: When you make a call by dialing an external telephone number, you do not
need to specify the outbound dial prefix. This is stored in the Server and is sent to CallViewer when it connects on startup. The outbound dial prefix and the long distance dial
prefix codes are automatically added to the beginning of the dial string using the rules
contained within the Dial Settings section of CallViewers Dialing Settings window (see
the Users Manual).

Call Center User Guide

27

CALLVIEWER

Making a Call

Dropping a Call
To drop all calls at your extension, select Release from the Action ( ) or shortcut
menu. Or, click Release on the main CallViewer window. The Release action clears
all non-held calls at your extension. It also makes the extension idle if it is off-hook.
Or, click the
button by the call you want to drop.

Answering a Call
To answer a call alerting your extension, you have the following options:
Select Answer from the Action (
Click the

) or shortcut menu

button by the alerting call in the Call List.

CALLVIEWER

Click the Answer button (to the right of the buttonbar) in the main CallViewer
window. If you choose to answer a call in this way, CallViewer will logically
choose the call to answer (i.e., CallViewer will search the Call List and choose
the first call it finds that is not in the answered state).

Placing a Call On Individual Hold


To place a call on Individual Hold at your extension, select Individual Hold from the
Action ( ) or shortcut menu. Or, click the
button by an unheld call in the Call
List.

Placing a Call On System Hold


To place a call on System Hold at your extension, select System Hold from the
Action ( ) or shortcut menu. Or, click the
button by an unheld call in the Call
List.

Retrieving a Call On Individual Hold


To retrieve a call that is individually held at your extension, select Retrieve From
Hold from the Action ( ) or shortcut menu. Or, click the
button by a held call in
the Call List.

28

CallViewer

Retrieving a Call On System Hold


To retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a call
at the same extension that placed it on system hold. For all other system-held calls,
make a new call (either manually or using the Dial menu item) and specify the trunk
line device of the corresponding call as the dial string.

Transferring a Call Using Inquiry Transfer


The Inquiry Transfer function performs two operations in one: first, you are prompted
to dial another extension or telephone number; second, the current call is placed on
Individual Hold while the transfer destination is ringing. This allows you to verify
that the destination is available (e.g., not busy) and/or inform the person at the destination number that you are transferring a call (i.e., perform an announce transfer).
CALLVIEWER

To perform an inquiry transfer:


1. Select Inquiry Transfer
from the Action ( ) or
shortcut menu. Or, click the
button by a call in the
call list. The Inquiry Transfer dialog box displays.
2. Enter the destination number in the box provided, or use the drop-down box to select an existing number.
3. Click OK to place the active call on hold and dial the specified number. Or, click
Cancel to cancel the transfer and return to the active call.
4. Select Complete Transfer from the Action ( ) or shortcut menu, or click the
button by the call you want to transfer in the Call List. This takes the active
call off hold and transfers it to the dialed destination number, completing the
inquiry transfer.

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29

Transferring a Call Using Direct Transfer


A Direct Transfer differs from an inquiry transfer because it does not place the transferring call on hold while ringing the destination number. Instead, it immediately
completes the transfer (i.e., the person at the distant end will hear the call ringing at
the destination number).
To directly transfer any answered or unheld external outbound call:

CALLVIEWER

1. Select Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click
the
button by a call in
the call list. The Direct
Transfer dialog box displays.
2. Enter the extension or number of the destination where you want to directly
transfer the call. Or, use the drop-down box to select an existing number.
3. Click OK to transfer the call to the specified number, or click Cancel to return to
the active call without transferring it.
NOTE: This feature will also redirect an external call that is ringing at your extension if it is not in the answered state.

Redirecting a Ringing Call


This feature allows you to redirect an incoming external call to another destination
before the call is answered.
NOTE: This feature only works with external calls. You cannot redirect internal calls.
To redirect a ringing call.
1. Select Transfer/Redirect
from the Action ( ) or
shortcut menu. Or, click
the
button by an external, unanswered call in
the Call List. The Redirect Call dialog box displays.
2. Enter the extension or number of the destination where you want to redirect the
call, or use the drop-down box to select an existing number.

30

CallViewer

3. Click OK to redirect the call to the specified number, or click Cancel to return to
the active call without redirecting the call.
This feature is incredibly useful if a DID number rings directly to your extension
and is configured to queue (or camp-on) if your extension is already busy. In this
case, camped-on calls show in CallViewers call list as alerting calls; so, you can
use the Transfer/Redirect feature to send such calls directly to your operator
(receptionist) or even straight to your voice mail box.
NOTE: This feature will directly transfer a call at your extension if it is in the
answered state and not held.

The Conference allows you to establish a multi-party conference call. When there are
any answered calls or an external outbound call at your extension, the Conference
button (right of the buttonbar on the CallViewer window) and the Conference option
in the Action or shortcut menu become enabled.
To establish a conference call while on a call:
1. Select Conference from the
Action ( ) or shortcut
menu, or click the Conference button in the buttonbar. The current call is
placed on hold, and the Add
Party dialog box displays.
2. Enter the extension number you want to add to the conference, or use the dropdown box to select a number from the list.
3. Click OK to dial the number, or click Cancel to close this box and return to the
active call.
4. Click the Conference button again. This connects the currently active calls.
Repeat these steps as necessary to add additional parties (up to four).
NOTE: The maximum number of parties that may be joined in a conference is four.
Because this maximum includes you, the maximum number of calls you may conference together with yourself is one less than the number actually specified.

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31

CALLVIEWER

Conferencing Calls

CREATING A HOTKEY
Hotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,
perform a specified action or run a CallViewer button macro. The key sequence will
work globally across the Windows environment, even when the CallViewer window
is not the active application.

CALLVIEWER

You can assign Hotkeys to some CallViewer


menu commands. Where there is an existing
CallViewer Hotkey assignment to a menu command, the corresponding menu item will show
the actual key sequence to the right of the item.
If there is no Hotkey assigned to the menu, the
text may show [None].

Hotkey

To create or change a Hotkey:


1. Select Hotkeys from the Settings (
screen displays, as shown below.

32

) or shortcut menu. The Hotkey Manager

CallViewer

2. Use the drop-down box in the View Hotkey Assignments For field to select the
type of action associated with the Hotkey you want to assign. Your choices are
Operations (i.e., commands), Button Macros (see page 34), or All. The information in the list box will reflect your selection.
3. Double-click on an item in the list box, or select an item and click on Assign.
The Assign Hotkey dialog displays, as shown below.

CALLVIEWER

NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press New
Key Sequence text box, by default. If a Hotkey, however, is disabled, you must
select the Assign Hotkey To option to continue assigning a Hotkey sequence.
This enables the other fields in the dialog box.
4. Press the key sequence that you want to assign to the button macro or operation,
or manually enter the information using the drop-down list and check boxes.
5. Click OK to assign the Hotkey or Cancel to exit this screen without saving
changes.
NOTE: There are some key combinations that cannot be assigned as a Hotkey,
because Windows uses the combination for a special purpose or operation.
Examples include CTRL+ALT+DELETE, Print Screen, ENTER, ALT+F4, etc.
ALSO: For further information on how to create or change a Hotkey assignment,
refer to the Hotkey Settings section in the CallViewer chapter of the Users Manual.

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33

DISPLAYING A BUTTON MACRO


Macros enable the activation of other applications intelligently, using information
held within CallViewer. For example, you could use macros to automatically search
for a customer record in your customer database when you answer an external call.

CALLVIEWER

Managers and supervisors typically have someone (e.g., an Installation Engineer) create macros using the Macro Manager. As a user, you can determine which of these
buttons, up to 12, are displayed on the CallViewer buttonbar, as shown below.

Buttonbar (Button Macros)


To display a button macro:
1. Select Macros from the Settings (
window displays, as shown below.

) or shortcut menu. The Macro Manager

2. Select Button Macro from the View drop-down box at the top of the Macro Manager window. The available button macros will display in the list box.

34

CallViewer

3. Double-click on the desired macro, or use the Up/Down keys to select a button
and click Return. The Macro Editing window displays, as shown below.

CALLVIEWER

4. Enable the Visible option, if it is not already checked.


5. Click Save to save your changes.
6. Click Close to exit this screen. You are returned to the Macro Manager screen.
7. Click Close to exit the Macro Manager. The button should appear in the buttonbar section of the window.
NOTE: For further information on how to create or edit button macros, refer to the
Macro Reference Guide section in the CallViewer chapter of the Call Center
Users Manual or the On-line Help File (press the F1 key).

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35

CALLVIEWER

36

CallViewer

RealViewer
The RealViewer is an application that shows real-time call statistics, enabling you to
see current details against all or selected call criteria on the telephone system.
Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call
Today, either across the telephone system, for a group of extensions, or for a particular event. You can also view the number of agents currently in the busy state or the
number of inbound calls currently waiting to be answered. In addition, you can filter
information based on group, DID number, telephone number, etc.

STARTING REALVIEWER
To start RealViewer:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite submenu.
3. Select RealViewer and then the RealViewer menu item. After a short wait, RealViewer will start.

If this is the first time RealViewer has been run after installation, the RealViewer
Configuration Wizard will run. It will also run if your saved settings are deleted. This
wizard will help you locate a Server if one cannot be found, and it will ask you some
simple questions to help you create a default RealViewer.
The Configuration Wizard contains the following pages:
Welcome: Click Next to continue.
Search For Server: If the network configuration on the computer is correct and
Server has already been appropriately configured, RealViewer will automatically
list the CTI Servers available on the same computer network. You may have to
wait several minutes while RealViewer interrogates the computer network. Select
the CTI Server to connect, then click Next.
RealViewer Style: Select the style of RealViewer that you want to create, and
click Next. You have the following options:
Show statistics for an individual: Select this option to create a RealViewer
that will show statistics for one extension or agent.
Show statistics for a group: Select this option to create a RealViewer that
will show statistics for a group of extensions or agents. You should only
select this if you are a manager or supervisor.
Show statistics for everyone: Select this option to create a RealViewer that
will show statistics for the entire phone system. Again, you should only
select this if you are a manager or supervisor.
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37

REALVIEWER

REALVIEWER CONFIGURATION WIZARD

Type of Calls: Select the type of call traffic to measure, and click Next. You have
the following options:
We mainly receive inbound calls: Select this option to create a RealViewer
that will predominantly show statistics for inbound calls.
We mainly make calls: Select this option to create a RealViewer that will predominantly show statistics for outbound calls.
We make and receive calls: Select this option to create a RealViewer that will
show statistics for both inbound and outbound calls.
Filtering the Data: Enter the extension or group information, based on the following, and click Next to continue.
If you selected Show statistics for an individual in the RealViewer Style
screen, enter your extension number and the hunt group to which you
belong, if applicable. To measure inbound calls, enter the actual group number that is programmed in the telephone system. For outbound calls, specify
the extensions within the group (e.g., 200,201,210-220).

REALVIEWER

NOTE: You can enter more than one extension/group by using a comma (,)
to separate the numbers (e.g., 201,203,405). You can also use the hyphen () to enter a range of extensions/groups (e.g., 200-220).
If you selected Show statistics for a group, you can leave the Your extension
field blank, but you must enter the appropriate value(s) into the Your group
field.
If you selected Show statistics for everyone, this screen will not display.
Finished: Click Finish to create the default RealViewer.

38

RealViewer

NETWORK SETTINGS
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen displays, as shown below.

REALVIEWER

Select TCP/IP or NetBIOS as the protocol. Then you can setup the remaining CTI
Server network information either manually or automatically using this screen, as
described in the following sections.

Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the RealViewer has found a
CTI Server and the information in this screen is updated, click OK to exit this screen
and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.

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39

Manual Configuration
To manually setup the CTI Server network information for TCP/IP:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the TCP/IP port used for communicating with Server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used

REALVIEWER

by the Server.

To manually setup the CTI Server network information for NetBIOS:


1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the available network protocol to use for communicating with the server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.

40

RealViewer

REALVIEWER WINDOW
RealViewers main window consists of two main areas: the toolbar and the tile area.
Toolbar

Tile Area

NOTE: If a StationViewer license is enabled, the StationViewer list is also displayed.


See page 63 for more information on the StationViewer list.

Toolbar

BUTTON

DESCRIPTION
Displays the main menu, where you can access most commands.
Immediately saves your settings to disk.
Adds a new tile to the Tile Area (see page 45).
Displays the Filter Manager for creating and editing filters (see page 51).
Displays the Options dialog (see page 70).
Displays the Network Settings dialog (see page 39).
Repositions the open tiles in a particular style. There are several different viewing
options that are available through the drop-down menu. (see page 47).
Answers the call that is currently alerting the call control extension.
Either places the call on hold or retrieves a held call at the call control extension.
Drops all calls at the call control extension.
Completes an inquiry transfer at the call control extension (see page 1-69).

NOTE: The shaded toolbar buttons (above) are available only if a StationViewer
license is enabled (see page 69 for more information).

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41

REALVIEWER

The toolbar contains a number of buttons that let you control RealViewer. Some of
these display pop-up menus, while others perform a command immediately. The buttons and their associated functions are described in the table below.

Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
the order that they were created.

Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:

) on the toolbar. The fol-

Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 51). This is the same as clicking the Filter Manager button ( ) in the
toolbar.
Options: Displays the Options dialog, allowing you to configure global options
(see page 70). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 39), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
REALVIEWER

Help Topics: Displays the help file.


About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes RealViewer and saves the current configuration.

Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area or the StationViewer
list.

You have the following options:


Zoom: Enlarges the selected tile (see page 47). If the tile is already enlarged, this
option is Unzoom. (Not available in StationViewer List)
Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar
is already hidden, this option is Show Main Titlebar.

42

RealViewer

Cut: Cuts the selected tile and copies it to the clipboard (see page 47). (Not
available in StationViewer List)
Paste: Inserts the tile currently stored in the clipboard (see page 47). (Not available in StationViewer List)
Copy: Copies the selected tile to the clipboard (see page 47). (Not available in
StationViewer List)
Remove: Removes the tile from the Tile Area (see page 46). (Not available in
StationViewer List)
Properties: Displays the tiles current settings (see page 46).
Add Tile: Allows you to add a tile (see page 45). This is the same as clicking the
Add Tile button (
) in the toolbar. (Not available in StationViewer List)
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you
want to remove).

The building block of RealViewer is the tile (called a Deskboard tile), as shown
below.
Caption

Statistic

Each tile consists of a caption, which describes the display, and the associated statistic. Tiles display a single call summary statistic, which can be filtered to only include
a particular group of agents, or other information, such as the date and time. The statistic can also have an associated alarm that will notify you when the statistic falls
within a certain range (see page 48).

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43

REALVIEWER

TILES

Calls Waiting Tile


Before setting up a tile that displays Calls Waiting, you should consider the following:
Filtering: The filter should be set up for the hut group number as the device first
rung. Do not put any extensions or agents in the General tab if you are looking
for Calls Waiting on a hunt group. Putting the hunt group number in the ACD
Hunt Groups tab is not enough; the hunt group must still be in the Call First Rang
At Extension/Group field on the Call Route Tab.
Call Segmentation: If Call Segmentation is disabled, there can only be one
device that is considered first rung. Therefore, if a call is recalled to a different
hunt group, Calls Waiting would show 0 for the second hunt group because the
first hunt group is considered first rung. If Call Segmentation is enabled, each
call segment has a corresponding device as the device that first rang and is, therefore, not affected.

REALVIEWER

Announcements/Overflows: When a call is ringing for a hunt group, Calls Waiting and/or All Calls Ringing will decrease during Announcement and Overflow
messages unless the application numbers and Voice Mail devices are entered in
the Extensions section of Data Manager in Server. Each of these must also have
the Yes, this device is treated as not yet answered and Yes, this device is treated
as not yet rung flags enabled.
See the Users Manual for more information about the flags associated with the Calls
Waiting tile.

44

RealViewer

Adding a New Tile


To create a tile:
1. Click the Add Tile button (
) on
the toolbar, or select Add Tile
from the shortcut menu. The new
tile is created, and the property
sheet for that tile opens.
2. Complete the following fields in
the Statistics tab:

NOTE: If you change a statistic for a tile, it is recommended that you also change
the caption to match the statistic. If you do not change the caption, it may become
confusing.

Caption: Allows you to edit the caption displayed above the tile. If you do
not change the caption but change the statistic, you will be asked if the caption should be changed when you click OK.

Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add Filter dialog, which will allow you to create a new filter. If
you create a new filter, it is automatically selected as your preferred filter for
this tile. See page 51 for details on filters.

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REALVIEWER

Item To Display: Shows the


currently selected statistic that
the tile will display (see the
User s Manual for details
about available statistics). To
change the statistic, click the
ellipsis (...) button, and then
choose the new statistic from
the available menu. If you
change the statistic without
changing the caption, you will
be asked if the caption should be changed when you click OK. If you click
Yes, the caption will change to match the new statistic. If you click No, the
name will not change.

3. Select the Appearance tab.


4. Complete the following fields:

Text Color: Use the dropdown list to choose the text


color for the tile.

Background Color: Use the


drop-down list to choose the
background color for the tile.

Activate the alarm on this


tile: Select this option to
apply an alarm to the tile. If
an alarm is currently firing
when you uncheck this box,
the alarm will stop signaling
when you click OK.

REALVIEWER

Alarm Settings: Click this


button to configure the alarm
using the Alarms dialog. Configure the alarm as described on page 48.
5. Click OK when finished, or Cancel to exit without saving changes. If you click
OK, the new tile will appear in the Tile Area.

Editing a Tile
To edit a tile:
1. Double-click on that tiles statistics, or right-click on the tile and select
Properties. The property sheet will display with the tiles current settings.
2. Change the settings as desired.
3. Click OK to apply the changes or Cancel to exit without saving changes.

Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove.
At the prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 74).

46

RealViewer

Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the Wheel
button of the mouse. Repeating the zoom action will unzoom the tile.

Cut, Copy, and Paste


Tiles can be copied and pasted to and from the clipboard, allowing you to quickly create very similar tiles.

Copying to the Clipboard


To copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cut
to copy the tile to the clipboard and remove the tile from the Tile Area. Because you
are not deleting the tile (i.e., it is still available on the clipboard), you are not
prompted for a confirmation.

Pasting from the Clipboard

NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.

Arranging Tiles
You can control the way RealViewer arranges tiles on your screen.
To arrange RealViewer tiles in a grid, click the
button in the toolbar. The tiles are
automatically arranged in a grid, as shown below.

To arrange tiles as columns, click the down arrow next to the


button in the toolbar and select Tile as Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.

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47

REALVIEWER

To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and select
Paste. The tile is pasted next to the tile where you right-clicked to perform the paste.

To arrange tiles as rows, click the down arrow next to the


button in the toolbar
and select Tile as Rows. The tiles are automatically arranged in one column with one
row for every tile, as shown below.

Moving Tiles
Using the drag-and-drop feature, you can move tiles within the tile area without having to cut and paste. To do this, click and drag the tile you want to move. Then position it over the tile that you want it to precede. (The border of the stationary tile
thickens or becomes highlighted.) Release the tile you are moving. It is automatically
placed in the area BEFORE the highlighted tile.

REALVIEWER

NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile is
not highlighted when you release a tile, the tile you are attempting to move returns to its
original position.
ALSO: The drag-and-drop feature is not available for the StationViewer list.

Setting Alarms
Tile alarms immediately notify you when a statistic is within a certain parameter. For
example, you may want to know when the number of overflowed calls reaches 15.
With RealViewer alarm options, you can set the tile to flash, beep, or activate when
this occurs.
To set an alarm on a tile:
1. Access the property sheet for the tile
(i.e., select Properties from the shortcut
menu).
2. Select the Appearance tab.
3. Select the Activate the alarm on this
tile flag (a checkmark appears).

48

RealViewer

4. Select Alarm Settings to configure the


alarm using the Alarms dialog.
5. Use the first drop-down list to select
whether you want to fire the alarm when
the statistic meets or exceeds a given
value (>=), meets or falls below a given
value (<=), or falls between two values
(between).
6. Specify the value to compare the statistic against in the second drop-down list.
You can either select a value from the
drop-down list or enter a new value in
the box.
7. Specify the maximum value of the comparison in the third drop-down list. You
can either select a value from the drop-down list or enter a new value in the box.
This option only displays if you selected between in the first drop-down box.

8. Specify how you want the alarm to notify you that it is signaling by selecting one
of the following options:

Flash The Tile: If you check this option, the tile, or the appropriate element
within the tile, will flash when the alarm fires. Use the drop-down list to
select how long the tile will flash. Regardless of this setting, the tile will
always stop flashing if the alarm is deactivated.

Play This Sound File: If you check this option, a sound will play when the
alarm fires. Enter the full path and filename of the sound to play, or click the
ellipsis (...) button to choose a file using the standard File Open dialog. Once
you have selected the sound file, you have the following options:
Play the sound once: Select this option to play the sound once when the
alarm first fires.
Play the sound for: Select this option to repeat the sound until the time
expires or the alarm is deactivated. Use the drop-down list to select how
long you want the alarm to sound.
To test the sound, click the > button. If the sound does not play, ensure
your speakers are turned on, the speaker volume is turned up, the volume
within Windows is turned up, and you have installed and successfully
configured a soundcard. The sound will always stop playing if the alarm
is deactivated.

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49

REALVIEWER

For example, to set an alarm when a value is between 50 and 100, you would
select between, 50, and 100 in the three drop-down lists.

Write This Message To The Alarm Log File: Select this option to write a
message to an alarm log file when the alarm fires. Enter the message to display in the field next to the check box. The message can contain special characters which are prefixed with a percent (%) symbol, as described in the
following table.
Char

Meaning

Device Number (on list tiles)

Device Description (on list tiles)

Caption of the tile

Filter applied to the tile

For example, the message Gentian in %F has been in wrapup for more than 5 minutes might appear something like
Agent 4000 in Sales Group has been in wrap-up
for more than 5 minutes. The alarm log file is created in the same
directory where the software is installed.
REALVIEWER

Activate The Tile: Select this option to restore the main window and bring it
to the front of all windows. The tile that is signaling the alarm will then
receive the focus.

NOTE: You can select more than one notification option when setting the alarm
(e.g., you can have the tile flash and play a sound file at the same time).

9. Click OK to save your changes, or click Cancel to exit without saving changes.
You are returned to the Tile Properties page.
To deactivate the alarm, deselect the Activate the alarm on this tile option in the
Appearance property sheet for the tile (see step 3).
To disable an alarm on the tile, ensure the Activate the alarm on this tile flag is disabled. If you hear an alarm sound when you uncheck the flag, click OK. The alarm
will stop beeping.

50

RealViewer

WORKING WITH FILTERS


The power of the RealViewer comes from its ability to limit statistics to only certain
types of calls (e.g., inbound only, calls for a specific DID number or list of extensions,
etc.). This is achieved by using filters.
Each tile can have a filter associated with it, which is the All Calls filter by default.
This is the only filter that cannot be edited or removed.
You can create as many filters as you require, limited only by memory, and apply filters to none, one, or many tiles. Filters can also be edited after being created and will
immediately reflect changes in any tiles using the modified filter.
NOTE: You cannot apply filters to the SationViewer list.

Filter Manager
The Filter Manager lists the currently available filters and provides access to programming options.
REALVIEWER

To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or
press CTRL + F. Or, select Filter Manager
from the Main Menu ( ).
You can also add, remove, edit, and copy filters using the buttons described below:
Add: Displays the Add Filter dialog so
you can create a new filter.
Edit: Displays the Edit Filter dialog so
you can edit the selected filter. (You can
also access the Edit Filter dialog box by
double-clicking on the filter you want to
edit).
Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed.
Remove All: Deletes all filters listed except the All Calls filter. You are prompted
for a confirmation before the filters are removed.
NOTE: If you remove all of the filters, tiles are reverted to the All Calls filter.
Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).
Each of these options is described in detail in the following pages.
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51

Adding a New Filter


To add a filter:
1. Open the Filter Manager, and select Add.
Or, you can click the Add Filter button ( )
in a tiles caption. The Add New Filter
screen displays.

REALVIEWER

2. Select the tab corresponding to the information you want to use as the filtering parameters. Your options are as follows:

General

Direction & DID

Duration

Call Status

Information

Call Route

ACD Hunt Groups

Transferred Calls
3. Program the information for the selected tabs, as described in the following sections.
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the RealViewer screen.

52

RealViewer

General
This page allows you to create a filter for
calls on certain extensions or agent devices
and includes the following fields:
Filter Description: Enter a unique
description of the filter. This will be displayed in the Filter Manager and on any
tiles caption that uses the filter. The
description should provide enough information so you can easily identify what
the filter displays.

Agents To Filter On: Enter a comma-separated list of agents to include in the


filter. Any calls that ring, are answered, or terminate at one of these agents will be
included in the filter. You can also use the drop-down list to select agents, which
are intelligently added or removed from the list. The list you enter can include
ranges or individual agent items. For example, if you entered 4000-4002,4004,
the filter would include agents 4000, 4001, 4002, 4004.
Calculate statistics by trunk line: Calculates statistics by modeling calls on the
trunk line where the call was active, ignoring transferred calls in the calculation.
For example, a call that rang at group 1000, was answered at extension 210, and
transferred to group 10001 would be considered one call. Select this option when
you want to know the actual call traffic entering the phone system from the telephone company (e.g., to measure how many calls have originated through DID
numbers or from different sets of trunk lines).
Calculate statistics by device: Calculates statistics by modeling calls on devices
(extensions, agents, or hunt groups) on which the call was active, and includes
transferred calls in the calculation. For example, a call that rang at group 1000,
was answered at extension 210, and transferred to group 1001 would be considered two calls: one that initially rang 1000 and one that rang 1001. Select this
option if you want to measure the number of calls that alerted a particular hunt
group or extension.
NOTE: If Call Segmentation is disabled in Server, this option will have no affect,
and the filter will be calculated as if Calculate statistics by trunk line had been
selected.

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REALVIEWER

Extensions To Filter On: Enter a


comma-separated list of extensions to
include in the filter. Any calls that ring,
are answered, or terminate at one of
these extensions will be included in the
filter. You can also use the drop-down list to select extensions, which are intelligently added to or removed from the list. The list you enter can include ranges or
individual extension items. For example, if you entered 200-204,207,209, the
filter would include extensions 200, 201, 202, 203, 204, 207, and 209.

Direction & DID


This page allows you to filter calls based on
whether they are inbound or outbound and
the DID number used for inbound calls.
To filter based on inbound calls, select
Inbound Calls and complete the following
fields in the Inbound Calls Only section:

REALVIEWER

Direct Inward Dialing (DID): Use this


combo box to select which DID digits
and associated DNIS description you
want included in the report. You can specifically choose one DID number from
the combo box, or you can specify more
than one DID number by separating individual DIDs using a comma (,). You can
also specify a consecutive range of DID
numbers by specifying the starting and ending DID numbers, separated by the
hyphen (-). For example, 4210-4213,4230,4233 is a valid entry.
NOTE: The entire DID telephone number may need to be entered in this field
(e.g., 4809619000, 4809619100, etc.).

Caller ID: Specifies whether calls with Caller ID are to be included or excluded.
Yes includes only calls where Caller ID is received; No includes only calls where
Caller ID is not received; and All includes both cases.
Direct Dialed Only?: Click Yes to only include calls which are directly dialed.
Click No to only include calls which are not directly dialed. Click All to include
calls regardless of whether or not they are directly dialed.
Call Cost: Select a comparison type for the call type. For example, to report call
costs that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in the
adjacent field. The call cost is always entered in the main currency unit of $0.00.
To enter fraction of a currency unit, such as $.50, enter 0.50.
NOTE: Using the = comparison for call cost is not advisable. Computers often
store numbers carried out to different decimal places (e.g., 0.50 may be stored as
0.499999999). If this occurs, the equivalence operator will not work because
.4999999 does not equal .50. Use >= or <= where appropriate instead. Also, call
costing calculations are based on limited data input and therefore may differ from
the actual call charges made by the telco.

Cost Group: Select the cost group that you want to use as a filter. A cost group
includes Local, National, International, etc.

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RealViewer

NOTE: The Call Costs section is disabled for the RealViewer and Reporter Real-Time
modules.

To filter based on outbound calls, select Outbound Calls. All other fields are disabled
(grayed-out).
To filter based on inbound and outbound calls, click All. All other fields are disabled
(grayed-out).

Duration
This page allows you to filter calls based on
how long the call has been ringing or active
and includes the following fields:
Ring Time: Filters calls based on how
long they have been ringing (or how long
they rang). Use the drop-down box to
select how you want to filter the calls
ring time.
REALVIEWER

To only include calls that are ringing for


longer than a specified time, select >=.
To only include calls that are ringing for
less than a specified time, select <=.
Then specify the ring time that you want
to use for comparison. The time can be
entered as either ?h?m?s, or as hh:mm:ss. Valid examples include 5m or
05:00 for 5 minutes, 15s or 00:00:15 for 15 seconds, etc. This filter is
affected by the Yes, this device is treated as not yet answered and Yes, this
device is treated as not having rung flags in Server.
Talk Time: Filters calls based on how long the call was actively connected (i.e.,
from the time the call was answered to the time it was terminated or diverted/
transferred from the device). Use the drop-down box to select how you want to
filter the calls talk time.
To only include calls that are connected for longer than a specified time, select
>=.
To only include calls that are connected for less than a specified time, select <=.
Then specify the talk time that you want to use for comparison. The time can be
entered as either ?h?m?s, or as hh:mm:ss. Valid examples include 5m or
05:00 for 5 minutes, 15s or 00:00:15 for 15 seconds, etc. This filter is
affected by the Yes, this device is treated as not yet answered and Yes, this
device is treated as not having rung flags in Server.

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Total Time: Filters calls based on how long the call has been active (i.e., since it
started ringing) regardless of whether or not it has been answered. Use the dropdown box to select how you want to filter the calls total time.
To only include calls that are active for longer than a specified time, select >=.
To only include calls that are active for less than a specified time, select <=.
Then specify the total time that you want to use for comparison. The time can be
entered as either ?h?m?s, or as hh:mm:ss. Valid examples include 1h or
1:00:00 for 1 hour, 34m 27s or 00:34:27 for 34 minutes 27 seconds, etc.
This filter is affected by the Yes, this device is treated as not yet answered
and Yes, this device is treated as not having rung flags in Server.
Total Hold Time: Filters calls based on the time that they spent on hold. First
select whether you wish to include calls that were on hold for longer than a given
time (>=) or less than a given time (<=). Then specify the duration to compare
against. Durations can be entered as hh:mm:ss or as ?h ?m ?s. For example,
00:01:30 is the same as 1m 30s or 90s.

REALVIEWER

Call Started Between: This will filter calls based on a specified start and end
time, calculating the statistics only for calls that started within this range. Enter
the start and end times in your regional format (e.g., 08:00 or 8:00:00 AM).
Filtering by time only affects historical call summary statistics, such as Inbound
Calls Answered and Total Talk Time, and time-based agent statistics including%
Free Time. It will also be used to filter similar statistics in the Extension, Agent,
and Trunk List tiles (Reporter Real-Time only). It does not, however, affect realtime statistics, such as Agents Logged In, Calls Waiting, and Total Talk Time
Now.
NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter modules.

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RealViewer

Call Status
This page filters calls based on their status
and/or whether or not the call information was
identified by the Server. This contains the following fields:
Answered Calls?: Click Yes to only
include answered calls in the filter. Click
No to only include unanswered calls in
the filter. Click All to include calls
regardless of whether or not they are
answered. This filter is affected by the
Yes, this device is treated as not yet
answered and Yes, this device is treated
as not having rung flags in Server.

Call on Hold?: Click Yes to only include calls that are currently on hold. Click
No to only include calls that are not currently on hold. Click All to include calls
regardless of whether or not they are on hold.
Trunk Lines: Enter a comma-separated list of trunk lines to include in the filter.
Any calls occurring on one of the trunk lines will be included in the filter. You
can also use the drop-down box to select trunk lines, which are intelligently
added to or removed from the list. The list you enter can include ranges, or individual trunk lines. For example, if you entered 94193-94194,94196, the filter
would include trunk lines 94193, 949194, and 94196.
Last Account Code Entered: Includes any calls where the last account code
entered matches the list of account codes. Enter a comma-separated list of
account codes to include in the filter. For example, entering 666,777,888,999
would include any calls with an account code of 666, 777, 888, or 999.
NOTE: The Calls on Hold? option will only affect currently active calls, as historical calls will normally not be on hold.

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REALVIEWER

Call Identified?: Click Yes to only


include calls that have been matched
against the Server (CTI Server) Import. Click No to only include calls that have
not been matched against the Server Import (these calls would normally appear as
New Contact! in Reporter Real-Time or CallViewer). Click All to include calls
regardless of whether or not they have been matched against the Server Import.

Information
NOTE: Call Center only stores the first Server Import field in the historical call database. Filtering on other fields from the Import will only affect currently active calls.

This page allows you to filter calls based on


the telephone number or the various fields of
the CTI Server (Server) import and includes
the following fields:
Telephone No.s: Enter a comma-separated list of telephone numbers to
include in the filter. Wildcard can also
be used in the filter (e.g., 480* or
*602). This type of filter will filter
telephone numbers that call in or dial
out. To only include people calling in
from a number in this list, you should
filter on Inbound calls only in the Direction & DID page.
REALVIEWER

Import Field 2 to Import Field 6:


Enter a comma-separated list of a string to include in the filter. Wildcard can also
be used in the filter. The meaning of the filter depends on what data is being
imported into Server. Usually, Import Field 2 is the name of the company calling;
so, Import Field 2 could be filtered on Alpha* to include calls from companies
such as Alpha Beta Gamma Ltd or Alphacentauri Industries PLC.
To see what data you can include in an
Import Field filter:
1. Click the ellipsis (...) button next to
an appropriate filter field. The Database Query dialog box displays.
2. Enter the information for which you
want to search (e.g., to search for a
company called ABC Company, enter
ABC Company).
NOTE: If you do not get any results
when running a query, the database
may include spaces before the record
information. Try inserting a space or a
wildcard (*) before the first letter (e.g.,
*ABC Company).

ALSO: You can use a wildcard (*) with a partial name to search for a match (e.g.,
AB* will return ABC Company and any other records starting with AB).

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RealViewer

3. Click Query. The application will query the information stored in the CTI Server
and display any matching information in the window.
4. Enter the information for the desired record in the text box. To include multiple
records, use wildcard (*) combinations (e.g., ABC *).
5. Click OK to save the record information to the filter, or click Cancel to exit without saving changes. You are returned to the Add New Filter screen.
NOTE: The Database Query feature will not work unless you have successfully performed a Telephone Number import to the CTI Server.

Call Route
This page allows you to filter calls based on
miscellaneous call elements and includes the
following fields:

REALVIEWER

Call First Rang At Extension/Group:


Includes any calls that rang at an extension or hunt group specified in the list.
Enter a comma-separated list of extensions to include in the filter. You can also
use the drop-down list to select extensions, which are intelligently added to or
removed from the list. The list you enter
can include ranges or individual extensions. For example, if you entered 200204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206.
NOTE: This is the recommended field to use when creating filters for hunt groups
(see ACD Hunt Groups on page 60).

Call Answered On: Includes any calls that are answered at an extension specified in the list. Enter a comma-separated list of extensions to include in the filter.
You can also use the drop-down list to select extensions, which are intelligently
added to or removed from the list. The list you enter can include ranges or individual extensions. For example, if you entered 200-204,206, the filter would
include extensions 200, 201, 202, 203, 204, and 206. This filter is affected by the
Yes, this device is treated as not yet answered and Yes, this device is treated as
not having rung flags in Server.

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Call Currently On: Includes any calls that are currently on or that were finished
at an extension specified in the list. Enter a comma-separated list of extensions to
include in the filter. You can also use the drop-down list to select extensions,
which are intelligently added to or removed from the list. The list you enter can
include ranges, or individual extensions. For example, if you entered 200204,206, the filter would include extensions 200, 201, 202, 203, 204, and 206.
Call First Rang At/Dialed By: Includes any calls that rang at or were dialed by
an agent specified in the list. Enter a comma-separated list of agents to include in
the filter. Or, use the drop-down list to select agents, which are intelligently
added to or removed from the list. You can also include ranges or individual
agents. For example, if you entered 200-204,206, the filter would include
agents 200, 201, 202, 203, 204, and 206.
Call Answered On: Includes any calls that are answered at an agent specified in
the list (see the previous Call Answered On information for details).
Call Currently On: Includes any calls that are currently on or that were finished
by an agent specified in the list (see the previous Call Currently On information
for details).

ACD Hunt Groups


REALVIEWER

This page allows you to filter calls based on


agents, extensions, or agent statistics that
are logged in or out of specific ACD Hunt
Groups and affects what is displayed in the
list tiles wherever agent statistics are displayed. This contains the following fields:
Hunt Groups: Enter the ACD Hunt
Groups to which the list will be
restricted. Each hunt group should be
separated by a hyphen (-). Or, you can
use the drop-down list to select and
deselect hunt groups.
NOTE: Entering a hunt group pilot
number in the ACD Hunt Groups tab will
filter agent statistics only. To filter for other statistics, enter the hunt group pilot
number in the appropriate field under the Call Route tab.

Show Devices Logged In To These Groups: Select this option to only display
agents who are logged into the selected hunt groups in the list.
Show Devices Not Logged In To These Groups: Select this option to only display agents who are not logged into the selected hunt groups in the list.

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RealViewer

Transferred Calls
The Transferred Calls page allows you to
filter calls based on the transfer origination
or destination extension/group.
NOTE: To use this type of filter, Call Segmentation must be enabled in the Call Center Suite Server.
This page includes the following fields:

Calls diverted/transferred/recalled/overflowed to hunt group or extension:


Enter a comma-separated list that indicates the destination group(s) and/or extension(s) of the transfer. Or, use the drop-down list to select the devices. You can
also use a hyphen to enter a range of devices. For example, entering 1000,10021003 would filter calls that were transferred to 1000, 1002, or 1003.

Editing a Filter
To edit a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
Filter Manger from the main menu ( ).

) or selecting

2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter
that you want to edit.
3. Click OK when finished, or click Cancel to exit without saving changes. Once
you have completed editing a filter, any tiles that are using the filter will automatically update.
NOTE: You cannot edit the All Calls filter.

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REALVIEWER

Calls diverted/transferred/recalled/
overflowed from hunt group or
extension: Enter a comma-separated
list that indicates the group(s) and/or
extension(s) that transferred the call to
another destination. Or, use the dropdown list to select the devices. You can also use a hyphen to enter a range of
devices. For example, entering 1000,1002-1003 would filter calls that were
transferred from 1000, 1002, or 1003.

Removing a Filter
To remove a filter:
1. Open the Filter Manager by clicking the Filter Manager button (
Filter Manager from the main menu ( ).

) or selecting

2. Select the filter that you want to remove, and click Remove, or select a range of
filters and click Remove All.
3. At the prompt, click Yes to delete the filter or No to cancel the action. If you
click Yes, the filter will be removed, and any tiles using the filter will revert to
the default All Calls filter.
NOTE: Once removed, the filter cannot be retrieved.

Applying a Filter
You can apply a filter that you have previously created to any RealViewer Tile.
To apply a filter:
REALVIEWER

1. Select the filter button ( ) on the top, right-hand


corner of a tile. This will display a shortcut menu of
available filters with the currently selected filter
checked.
2. Select a filter to apply to the currently selected tile.
There may be a slight delay while the filter change is processed.
Each tile can have a filter applied, which will limit the statistics associated with
the tile (e.g., calls for a particular DID number, agents in a particular group, etc.).

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USING STATIONVIEWER
Versions 3.1 and later include the StationViewer module. This module displays a
Direct Station Select (StationViewer) list that allows you to quickly view the status of
specific devices and to control calls from your desktop. To use this feature, the software security key on the Call Center Server must contain at least one StationViewer
license.
NOTE: If the StationViewer license is available but the window is not displayed, make
sure you have enabled the license (see the Users Manual for details).

StationViewer List
When you activate the StationViewer license, the StationViewer list is automatically
displayed to the left of the tiles (by default). Additional call control buttons are also
included in the toolbar.

StationViewer Buttons

StationViewer Toolbar Buttons

StationViewer
Window

The following sections describe the StationViewer list components.

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REALVIEWER

Until you select the extensions to monitor (see page 67), the StationViewer list is
blank. Once you have programmed the extensions, however, the window displays StationViewer buttons, one for each device.

StationViewer Buttons
The StationViewer buttons indicate the current status of the associated extension and
are displayed within the StationViewer list. To depict the state, each StationViewer
uses three different methods: the lamp indicator, icon, and tooltip.
The lamp (or bulb) indicator is lit a different color, depending on the status of the
extension. For example, in the above illustration, the StationViewer button for extension 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colors
are configurable for busy, DND, alerting, and idle, as described on page 68.
The tooltip is displayed when you pause the mouse
pointer over a StationViewer button. Each tooltip
provides detailed information about the associated
extension, including the following:
Device: Indicates the extension number of the
device.
Description: Displays the description for that device as programmed in the
phone system. This is usually the username.

REALVIEWER

On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description
(username) of the caller.
DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME).
FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the
type of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions (see page 69 for details).

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RealViewer

StationViewer Toolbar Buttons


The StationViewer toolbar buttons perform specific call control functions at your
extension. To use these buttons, you must select your extension in the Call Control tab
of the Configure View screen (see step 6 on page 73). See page 69 for a list of the StationViewer buttons and page 69 for details about using these buttons.
The icon is displayed next to the lamp indicator and provides a graphical depiction of
the extensions current status. The following table lists the various icons and their
associated meanings.
Icon

Indicates

An inbound call is alerting this station.


An outbound call is being made at this station.
A call is currently connected to this station.

REALVIEWER

A call is currently on hold at this station.


A call that was answered at this station is currently on hold.
This extension is idle.
This extension has gone off-hook.
This extension is not known to the system.

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65

Program StationViewer Devices and Colors


To view devices in the StationViewer list, you must program specific extensions to be
displayed in StationViewer buttons. You can then program the different bulb colors
that are associated with the status of the extension.
NOTE: The RealViewer StationViewer displays extensions only. To view agents, you
need Reporter Real-Time with the Pro license (see Chapter 7 Reporter Real-Time).

To program StationViewer devices and colors:

REALVIEWER

1. Right-click in the StationViewer list and select Properties. The following screen
is displayed.

2. Select the appropriate tab to program devices and/or bulb colors. You have the
following options:

General

StationViewer Bulb Colors


3. Click OK when finished or click Cancel to exit without saving changes. You are
returned to the main screen.
Each of the available tabs is described beginning on page 68.

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RealViewer

General Tab
The General tab displays a list of the currently monitored devices, each of which is
associated with a StationViewer button. In this tab, you can add, remove, and move
devices using the following command buttons:
Add: Displays a menu containing available devices and their associated descriptions. Selecting a device automatically adds it to the end of the list.
At the bottom of the menu, there is a menu item called Range . Selecting this
item opens a dialog box that allows you to enter a list of extensions to be added to
the StationViewer list. You can include ranges or individual extension items. For
example, if you entered 200-204,207,209, the StationViewer list would include
extensions 200, 201, 202, 203, 204, 207, 209.
NOTE: Devices that are added to the list are automatically removed from the Add
menu. This ensures you do not add the same device more than once to the StationViewer list.

Move Up/Down: Moves the selected device up/down in the list. If you move
more than one device at a time, the selected devices are kept in the same order
relative to each other. The order of the extensions displayed in this list is the
order that the extensions are displayed in the StationViewer list.
NOTE: You can remove/move more than one extension at a time. To select extensions
that are displayed next to each other, hold down the SHIFT key while selecting the first
and last extension you want to highlight. To select extensions that are not listed consecutively, hold down the CTRL key while making your selection.

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REALVIEWER

Remove: Removes device(s) from the list. Because the device is not permanently
deleted from the Add menu, you are not prompted for a confirmation.

StationViewer Bulb Colors Tab

REALVIEWER

The StationViewer Bulb Colors tab is shown below.

The StationViewer Bulb Colors tab displays the selected colors for the StationViewer
lamp. For easy identification, you can modify the bulb color for the following states:
DND Color: Specifies the bulb color for a device that is in Do-Not-Disturb
(DND).
Busy Color: Specifies the bulb color for a device that is currently on a call.
Alerting Color: Specifies the bulb color for a device that is currently ringing.
Idle Color: Specifies the bulb color for a device that is not on a call, in DND, or
alerting.
To define the bulb colors, use the drop-down list to select the desired color. When
you click OK, the StationViewer buttons in the window automatically update to reflect
the new colors.

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RealViewer

Control Calls with the StationViewer


With the StationViewer license, you can control calls at your extension and access
certain call control features at extensions associated with a StationViewer button. This
allows you to make, receive, pickup, and transfer calls from your desktop. To access
these features, use the StationViewer and/or toolbar buttons, as described in the following sections.
NOTE: Before using the Call Control functionality, you must specify your extension in
the Call Control page in the Configure View screen (see step 6 on page 73).

Using the StationViewer Buttons

Call now: Select this option to


make a call to the StationViewer extension.
Pickup call: Select this option to pickup (reverse transfer) a call that is currently
alerting the StationViewer extension.
Blind transfer to: Select this option to transfer a call that is currently connected
to your extension to the StationViewer extension. When selected, the call is automatically connected to the StationViewer extension, regardless of its current
state.
Inquiry transfer to: Select this option to perform an announcement transfer.
When selected, the call at your extension is placed on hold, and another call to
the StationViewer extension is initiated. Once you have connected to the StationViewer extension, you can either click the Complete Transfer ( ) button to
complete the transfer or click the Hold/Retrieve ( ) button to cancel the transfer and retrieve the call.
NOTE: The available options will differ based on the current state of the StationViewer
extension and your extension.

Using the Toolbar Buttons


The StationViewer toolbar buttons allow you to control calls at the extension programmed for call control (see step 6 on page 73 for details). With these buttons, you
can answer calls, place calls on hold, and complete transfers from your desktop. See
page 65 for a list of the toolbar buttons and their associated actions.
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REALVIEWER

The StationViewer buttons allow you


to make calls to, pickup calls at, and
transfer calls to a StationViewer
extension. To access these features,
click the desired StationViewer button. A menu appears with the following options:

CUSTOMIZING REALVIEWER
RealViewer has several configurable options, including the appearance of the RealViewer, that are applied globally to the application.
To configure the application to suit your needs:
1. Select the Options
button, or
select Options from the main menu
( ). The Configure View screen
displays.

REALVIEWER

2. Complete the following fields in the


General tab:

Only show the titlebar when


the mouse is over the window:
When this option is checked,
the titlebar and toolbar will disappear from the main window
if the mouse is not positioned
over the window.

Keep the window on top of all


other windows: When this
option is checked, RealViewer will always remain on top of all windows,
regardless of which window is active. This allows you to always keep in
touch with activity on the telephone system, no matter what you are doing on
the computer.

Tile As A Grid: Automatically arranges tiles in an n x n grid when you add


a tile or resize the window (see page 47).

Tile In Columns: Automatically arranges tiles in one row with one column
for every tile, similar to an n x 1 grid (see page 47).

Tile In Rows: Automatically arranges tiles in one column with one row for
every tile, similar to a 1 x n grid (see page 48).

Tile In Best Fit: Automatically arranges and sizes tiles based on the available window space. If subsequent tiles are added, however, the window
adjusts to accommodate the new tiles (unless the window is maximized).
(see page 48).

NOTE: If this mode is enabled and you manually adjust the size of the window,
the window snaps to the next best size that accommodates the displayed tiles.
The window, therefore, may not resize accordingly when you use the mouse to
modify it.

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RealViewer

3. Select the Account Codes tab. This


page allows you to summarize historical calls by the account code. It automatically does this for four account
codes, enabling you to graph the number of times these account codes were
entered. Complete the following fields:
Account Code #1 to #4: Enter
each of the four account codes that
you want to summarize (one per
field). By default, the account
codes are set to 666, 777, 888, and
999.
Account Code Caption #1 to #4:
Each account code you are summarizing can have a caption,
which is displayed by the tile when viewing this statistic. The caption you
enter should uniquely identify the type of summarized account code. By
default, the captions are set to Code 1, Code 2, Code 3, and Code 4.

code instead.

4. Select the Service Levels tab. This


page allows you to set levels for summarizing ring times and specify a service level, indicating how quickly calls
should be answered (i.e., within 10
seconds or less). Complete the following fields:
Answer Times: Use the Duration
#1 to #6 fields to set the ring times
to summarize. For each ring time,
four statistics will be generated:
number of calls answered, percentage of calls answered, number of calls abandoned, and
percentage of calls abandoned.
Service Level: Use this field to set the time frame within which all calls
should be answered. This is used to calculate the% Service Level statistic
the percentage of calls answered within the service level time.
NOTE: All times on this page can either be entered as ?h?m?s or as
hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or
01:15 for 1 minute 15 seconds, etc.

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REALVIEWER

NOTE: If you want to summarize more than four account codes, filter by account

REALVIEWER

5. Select the Durations tab. Complete


the following fields:

Call Rate Period: This field is


used to calculate how many
calls to include in the following
Call Rate statistics: Inbound
Call Rate, Outbound Call
Rate, Abandoned Call Rate,
and% Service Level. The Call
Rate statistics are the number of
a certain type of call that
occurred within the last number
of minutes. The time period
used to evaluate the statistics is
set by entering a value for the
Call Rate Period, which defaults
to half an hour (30 minutes).

Short Call Level: This field is used to determine which calls are short calls
and, therefore, less likely to be business-generating calls. Enter the time
period that you want to define as a short call. The default is 20 seconds.

Quick Abandoned Calls: Select Ignore abandoned calls that rang for
less than and then enter the length of time that a call must ring before it is
not ignored. For example, if you want to ignore all abandoned calls that rang
for less than five seconds, you would enter 5. This feature allows you to
ignore calls that were abandoned very quickly. Normally, an abandoned call
will reduce your service level because it is counted as a call that was not
answered within the specified time. With this option enabled, calls that rang
for less than the Quick Abandoned Time are considered as answered when
calculating the service level.

NOTE: No other statistics are altered by this setting. It does not change any
answered or abandoned statistics. It only affects the service level statistic.
ALSO: All times on this page can either be entered as ?h?m?s or as
hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or
01:15 for 1 minute 15 seconds, etc.

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6. Select the Call Control tab. The Call


Control page allows you to specify
your extension for call control. Once
you have selected your extension
and have clicked OK, you can handle
calls using the StationViewer or toolbar buttons (see page 69).
NOTE: This page is not displayed
unless a StationViewer license is
enabled (see step 7).
7. Select the Licensing tab. The
Licensing tab allows you to select
the license that is used when connecting to the Call Center Suite Server. If you select an invalid license, the Server
will deny the connection. You have the following options:
RealViewer Only: Select this option to configure and view RealViewer tiles
only. If selected, the StationViewer list is not available.

StationViewer Only: Select this option to use the StationViewer features,


including call control. If selected, the RealViewer tiles are not available.

RealViewer and StationViewer: Select this option to enable both RealViewer tiles and the StationViewer feature.

NOTE: If you change a license from RealViewer Only to one with StationViewer,
the Call Control tab does not automatically appear. You must first close the Configure View screen to allow the application to update the information for StationViewer. The next time you access the Configure View screen, the Call Control tab
will be available.

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REALVIEWER

REALVIEWER

8. Select the Tiles tab. This page lists


all open tiles, allowing you to configure and rearrange the tiles. You
can also use the various buttons to
program tiles, as described below.

Add: Creates a new tile, displaying its property sheet. This


has the same affect as clicking
the Add Tile button on the toolbar. See page 45 for details on
programming the tile information.

Remove: Removes the highl i g h t e d t i l e . Yo u w i l l b e


prompted for a confirmation, as
removing the tile cannot be
undone.

Properties: Edits the properties of the highlighted tile. This is equivalent to


double-clicking a tile on the Tile Area.

Rename: Allows you to rename the highlighted tile. Once you have selected
this button, you can type the new name over the existing name in the tile list.
The changes will take affect immediately.

Move Up/Down: Moves the highlighted tile up/down in the list. It will also
affect the order that RealViewer uses when arranging tiles.

Remove All: Removes all tiles from the tile area. You will be prompted for a
confirmation, as this option cannot be undone.

NOTE: Because the options in the Advanced tab can affect the performance of your
computer, do not change them.

9. Click OK when finished, or click Cancel to exit without saving changes.

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RealViewer

Reporter
Reporter Basic, Reporter, and Pro are used to run historical reports on call and agent
activity information, which is stored within a database on the CTI Server (Server).
These reports can be run by specifying various criteria (e.g., reports can be filtered by
Caller ID, DID number, trunk line, extension or agent groups, time, date, call cost,
etc.). In addition, when Reporter is installed on a computer, Reporter Real-Time,
which provides real-time call and agent reporting, is also installed.

STARTING REPORTER
To start Reporter:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Reporter and then the Reporter menu item. After a short wait, Reporter
will start.

CONFIGURING REPORTER
If this is the first time Reporter has been run after installation, Reporter will ask for
the following options to be configured:

Attachment To The CTI Server (Server): Click OK, and click OK again in the
next window. If the network configuration on the supervisors computer is correct
and Server has already been appropriately configured, Reporter should automatically connect to the CTI Server.
Auto Reporter Site: This page appears if you have Internet Information Server
(IIS) or Personal Web Server installed on your computer and the application
detects it. This allows you to create an Auto Reporter site using the default settings.
NOTE: The call costing functionality provided by Reporter is based on limited
information provided by telcos. Additionally, carriers can update their tariffs at any
time. For this reason, changes in tariffs or network carrier discounts cannot always
be reflected.
You can modify these configurations at any time while running Reporter. See the
Menu section on page 82 for details.

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REPORTER

Local Dial Codes: Enter all the dial codes marked loc, separated by a comma
(,), and click Next. To obtain a list of local dial codes applicable in the Customers area, consult the customers local domestic telephone directory. The
codes are usually listed under heading Local Calls From Your Phone within the
Call Charges section.

REPORTER WINDOW
When you start Reporter, the main window is displayed, as shown below.
Titlebar

Toolbar

Report List

Report Window

This screen contains the titlebar, toolbar, report list, and report window, as described
in the following sections.

Report List
REPORTER

The report list is available in the left side of the main window. This area displays all
reports based on categories, such as Default Reports, My Reports, etc. The current status of each report is also displayed based on the icons described in the following
table.
ICON

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MEANING

INDICATES

Report Ready

The report has been completed or canceled, or


the report has not been run yet.

Report Saved

The report has already been run, and the historic


report data will be used to display the report. The
report will not be run again.

Report Running

The report is currently being processed.

Report Pending

The report is queued for processing. Only one


report can be processed at a time (subsequent
reports are queued).

Report Not Licensed

The current license that Reporter is using is not


valid to run the specific report.

Reporter

While in this area, you can double-click a report to automatically run the report (by
default, the report is based on todays statistics). You can also right-click on a report
to display a shortcut menu, which provides access to various actions as described in
the following table.
ICON

N/A

MEANING

FUNCTION

Runs the report or refreshes an already open report.

View Saved Report

Loads the saved report.

Export

Exports the report to different file formats (some


may require the Auto Reporter license).

E-Mail

E-mails the report as an attachment. The Auto


Reporter license is required for this feature.

Publish

Publishes the report to the Internet. The Auto


Reporter license is required for this feature.

Print

Prints the report.

Print Preview

Toggles the report between list mode and preview


mode.

Duplicate

Creates a copy of the report.

Delete

Deletes the selected report.

Information

Displays the Report Information dialog box (see


page 100).

Properties

Displays the reports properties.

New Report

Creates a new report.

REPORTER

Run/Refresh

NOTE: Many of these options are also available in the toolbar of the main window.

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Report Window
The report window displays all reports that are currently open.
Report Title

Information
Display

Toolbar

Tabs

This window consists of the following elements:


Report Title: Displays the name of the open report.
Information Display: Displays various information for each report.
Filter: Indicates the filter that was used to generate the report.
REPORTER

Dates: Displays the time frame for which the report was run.
Last Run At: Indicates the data and time that the report was last run. If you
refresh the report, this will update to the current date and time.
Items (seconds): Displays the total number of items in the report, followed
by the time it took to generate the report.
You can hide this information by clicking the up arrow in the toolbar.

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Reporter

Toolbar: Provides quick access to some common features associated with


reports, as described in the following table.
ICON

MEANING

FUNCTION

Expand

Toggles the report information between expanded and


collapsed mode. When collapsed, only the report name
is displayed. When expanded, the information display is
shown.

Date Range

Displays a menu of common date ranges that you can


quickly apply to the current report.

Filter Menu

Displays a menu of available filters that you can quickly


apply to the current report.

Close

Closes the current report.

Tabs: Displays the report indicated by the tab name. One tab will appear for each
report that has been run.
NOTE: You can press F12 to activate the report window, or you can press CTRL + F12
to close the report list and have the report window occupy the entire main window. You
can also double-click the report caption to toggle between displaying or not displaying
the report list.

In addition, each report has two view modes:


List Mode: Displays the report as several individual items. You can select these
items and use the scroll bars to scroll across the range of the report. This is the
default mode for a report.
Preview Mode: Displays the report as it would appear in print. In this mode, you
cannot select items, and the scroll bars only scroll around the current page.

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REPORTER

When the report information is expanded, the filter that is applied to the report, the
reports date range, the time the report was run, the number of records, and the time it
took to run the report are all displayed.

In either mode, you can right-click the report to display the report window menu or
use the main toolbar buttons as described in the following table.
ICON

MEANING

FUNCTION

Show Details

Displays the call detail report for the selected call.

Copy

Copies the reports data to the clipboard for pasting into


other applications.

Show Summary Displays the call summary report for the displayed
report.

In addition, the following options are available in the shortcut menu (see page 77 for
more details):
Refresh
E-Mail
Publish
Print
Print Preview
Information
Properties
REPORTER

Close

Titlebar
The titlebar is the rectangular region at the top of the application window. This displays the application name and contains the standard windows buttons for minimizing, maximizing, and closing applications.

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Reporter

Toolbar
The toolbar allows you to perform various actions that apply to the application or to
the displayed report. The available toolbar buttons are described in the following
table.
Button

Description

Displays the main menu where you can access most commands (see
page 82).
Displays the Add/Edit Report dialog for adding reports (see page 85).
Toggles the report list on and off. This icon is recessed when the report
list is visible.
Displays the Filter Manager for creating and editing filters (see page 101).
Displays the Tariff Manager for creating and editing tariffs (see page 105).
Displays the Options dialog box (see page 75).
Displays the Network Settings dialog box (see page 83).
Refreshes the open reports data.
Calculates a summary of the calls displayed in the open report. This Call
Summary report is then displayed as a separate report (see page 98).
REPORTER

Copies the open reports data to the clipboard (see page 95).
Displays the report in print preview mode (see page 96).
Prints the displayed report to the default printer.
Opens the Export Wizard that enables you to export the open report (see
page 113). You can also click the arrow to display a menu of other wizards, including e-mail and publish. This button displays the icon for the
last wizard you used.
Displays the Auto Reporter menu, which allows you to configure the Auto
Reporter schedules (see page 129).
Launches Reporter Real-Time (see the next chapter).

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Main Menu
To access the main menu, click the main menu icon (
ing options are displayed:

) on the toolbar. The follow-

New Report: Displays the Add/Edit report dialog, allowing you to add or edit
reports (see page 85). This is the same as clicking the
button in the toolbar.
Import: Launches the Import Wizard for importing information (see page 121).
Options: Displays the Options dialog which allows you to configure Reporter.
This is the same as clicking the
button in the toolbar.
Network Settings: Displays the Network Settings dialog (see page 83). This is
the same as clicking the
button in the toolbar.
Events: Displays the Event window that allows you to view specific information
(see the Users Manual).
Page Setup: Allows you to specify the page information for displaying/printing
the reports.
Print: Displays the standard Print dialog that allows you to select the destination
printer.
Print Preview: Displays the open report in print preview mode. This is the same
as clicking the
button in the toolbar (see page 96).
Help Topics: Displays the on-line help contents.

REPORTER

Getting Started: Displays the startup screen that provides quick access to various topics.
About Reporter: Displays information about the version of Reporter you are
running. It also includes information about licenses, archive times, etc.
Exit: Closes Reporter.

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Network Settings
For the product to obtain real-time call
data from Server, it must be able to
locate a CTI Server (Server). To do
this, select the Network option from
the main menu or click the Network
option button ( ). The Network Settings screen is displayed.
To configure the network settings, you
must first select a protocol. Your
options are NetBIOS (for use with IP/
IPX or NetBEUI) or TCP/IP (for a
direct IP connection). (If you dont
know which protocol to use, ask your
Network Administrator.) You can setup
the CTI Server network either manually or automatically using this screen.
NOTE: Only Server versions 2.51.0033 and later support direct communication using
TCP/IP.

Automatic Configuration
NOTE: You must select a protocol before you can use the Automatic Configuration
option.

To automatically configure the Server, click Auto Configure. The product will automatically attempt to find a CTI Server (Server) on the network. Once Reporter has
found a CTI Server, and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup
either if it has just been installed or if it is unable to find a Server.

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ALSO: It is recommended that you use TCP/IP if installing any of the Call Center Suite
of products for the first time. A direct TCP/IP connection is faster and easier to diagnose.

Manual Configuration
To manually setup the CTI Server network information for TCP/IP:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the TCP/IP port used for communicating with Server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
To manually setup the CTI Server network information for NetBIOS:
1. Enter the network name of the CTI Server in the Server field. This name will normally be similar to CTISERVER1.
2. Select the available network protocol to use for communicating with the server.
3. Enter the location of the CTI Server (Server) database. This path can be in UNC
form (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,
Z:\). To browse for the database path, click the ellipsis (...) button.
REPORTER

4. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
5. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.

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Reporter

Running Reports
You can run a report at any time using the reports available in the report list window.
In addition, you can either reload a previously saved report or run a new report.
When you run a report, it is automatically saved to the report cache stored on your
local computer. The next time you run that report, Reporter decides if the report data
needs to be processed again or whether it can be read from the report cache.
For example, if you have a call list report configured to display todays data, the
report will always run using the latest data because today is always changing. If the
report was configured to display yesterdays data and you ran the report at 9am, the
report would be processed again to reflect all of yesterdays information. If, however,
you ran the report again (before midnight when the date changed) and no new calls
were handled, Reporter would use the information stored in the report cache.
To run an existing report:
EITHER, Double-click the report in the report list.
OR, Select the report name in the report list and press ENTER.
OR, Right-click the report name and select Run.
To view a previously run report, right-click on the report name and select View Saved
Report.

NOTE: It takes longer to generate reports that were not previously run because
Reporter must gather and analyze data from Call Center Server.

If the default reports that are available in the report list do not meet your needs, you
can always create a new report and apply your own filters, statistics, etc.
To create a new report:
1. EITHER, Click New Report (
) in the toolbar.
OR, Select New Report from the main menu.
OR, Press ALT + N.
2. Configure the appropriate fields in the following tabs:

General Tab

Date/Time Tab

Fields Tab

Filter Tab

Miscellaneous Tab

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REPORTER

Creating a New Report

3. Click OK when finished or click Cancel to exit without saving changes. If you
click OK, the report is automatically run.

General Tab
The General tab allows you to configure the
report name and category and choose a
template as a basis for your report. This
page contains the following fields:
Report Title: Enter a title to help you
identify the report. Then use the dropdown box to select a category. Your
options are Default Reports and My
Reports.
Report Category: Enter the name of
the category that you want to use for
storing the report. If you enter a new
category name, it is automatically created when you run the report. This
field defaults to My Reports.

REPORTER

Report Type: Select the template you want to use for your report. You can
choose from a number of Basic, Reporter, or Pro type report formats (see the
Users Manual for a list of templates). The Basic type reports are always available while the Reporter or Pro type reports require the Reporter and Reporter Pro
licenses (respectively). You can also select [Custom Report], which allows you to
create a report without any settings defaulted. It is not recommended, however,
that you create a custom report unless the available templates will not suit your
needs.
NOTE: Tooltips will display when your mouse is paused over a report format. These
tooltips provide a brief description of what the template includes. Also, when a new
report is added and you select a report format, the Call Statistics setting is automatically
defaulted appropriately. In addition, the Call Statistics setting is defaulted for existing
reports when Reporter is upgraded from a previous version.

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Reporter

Date/Time Tab
The Date/Time tab allows you to configure
the range of dates over which the report
will be run.
NOTE: You can also change the date range
of a report using the Date Range button
(
) on the report caption.
This tab includes the following fields:
Date/Time Range: Select the desired
date range. You have the following
options:
Today: Runs the report for the current day.
Yesterday: Runs the report for yesterday.
This Week: Runs the report for this week. The first day of the week is taken
from the regional settings in Windows.
Last Week: Runs the report for the previous week. The first day of the week
is taken from the regional settings in Windows.
Last Month: Runs the report for the previous month.
From Start Date to End Date: Runs the report between the two dates specified on the right, starting from the From Date/Time, and ending at the To
Date/Time. For example, if you specify a From time of 8am and a To time of
5pm, the report will include all calls starting from the first day at 8am until
the last day at 5pm.
From Start Time to End Time: Runs the report between the two dates specified on the right, but only for the specified times on each day. For example,
if you specify a From time of 8am and a To time of 5pm, Reporter will
ignore any calls before 8am and after 5pm for every day that the report is
run.
Choose Range at Run Time: Displays the Date/Time page every time the
report is run. This allows you to customize the date/time range every time
you run the report.

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This Month: Runs the report for the current month.

NOTE: The time is displayed in the hh:mm:ss format. You can either enter the
time in 12-hour or 24-hour format. If you enter the time in 24-hour format, Reporter
will automatically convert it to 12-hour format.

Depending on which date range you choose, the date/time selectors will change on
the right side. Note that when you choose From Start Date to End Date, the start
time only affects the start date, and the end time only affects the end date. For all
other date ranges, the start and end times are used to calculate the time period of
each specified day.
NOTE: You can also use the scroll bars or the ellipsis (...) button to select a particular time.

Weekdays: Select the days of the week that you want considered in the report.
By default, all days are checked. If you do not want a day included, click the day
to remove the check mark. For example, remove the check marks for Saturday
and Sunday to create a report that only displays data for weekdays.

Fields Tab

REPORTER

The Fields tab allows you to select


the fields that are included in your
report. You can add and remove
fields, change the order in which
they are displayed, and change the
sort order of each field. You can also
apply a group field to the report data
to create a Statistic report. This
allows you to choose statistics for
the report which are then summarized by the group field.
The list on the left displays the currently selected fields to be displayed. Each element of the list
contains a description of the field,
how the field is sorted (if applicable), the position of the field, and
the sort order (in brackets). You
have the following options:

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Reporter

NOTE: If you are creating a summary report, the group field is highlighted in blue. The
group field must always be the first field in the report.

You have the following options:


Sort Buttons: The button at the left of each item displays the current sort order
of this field, as described below.
BUTTON

DESCRIPTION

This field is not sorted.


This field is sorted in ascending order.
This field is sorted in descending order.

The number in brackets to the right of the field (e.g., [1]) indicates the sequence in
which fields are sorted. For example, if the list displays No/ID [1] and Calls In
[2], the list is first sorted based on the No/ID field and then sorted again based on
the Calls In field while maintaining the integrity of the first sort.
To change the sorting order, click the sort button of the field you want to sort and
make your selection from the menu.

Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for a
confirmation.
Move Up/Down: Moves the selected statistic up/down in the list. If you move
more than one statistic at a time, the selected statistics are kept in the same order
relative to each other.
NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.

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Add: Allows you to add a field by displaying a menu containing various statistics. Selecting a statistic automatically adds it to the end of the list, using the
defaults for that statistic (see the Users Manual for a list of possible statistics).

Group By: Displays possible group fields that you can apply to the report. Select
the field that you want to use (a check mark indicates the active group field). If
you select a group field that requires additional configuration, such as Start Time,
the Group Report By dialog, similar to the one below will appear.

You can edit these options for such group fields by double-clicking the field. By
choosing a group field, you automatically create a statistic report; so, any fields
that are currently selected that cannot be calculated in the statistic report are
removed.
Possible fields in this screen include the following:
Interval: Enter the interval value and then select the desired units. For example, to specify an interval of every hour, enter 1 as the interval value and
then select Hours as the unit.
REPORTER

Only use the time, not the date, when grouping: Enable this option to group
the statistics on time only, not the date. For example, a call that occurred at
8:47 on September 3 would be considered as a call at 8:47 and grouped as
8:30-9:00 if the interval was every 30 minutes. If you want to group on the
date, leave this option unchecked. For example, the same call would be
grouped as 8:30-9:00 on September 3.
Order By: Allows you to select the sort order for the currently selected field.
Depending on the current sort order, different menu options will appear that
allow you to either add this field as a new field to sort on or to replace one of the
existing fields that are being sorted. For every sort order, there is an ascending
and descending menu option. You can also choose Don't sort if you do not want
to sort this field.

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Reporter

Filter Tab
The filter tab allows you to specify
certain calls to consider in the
report (e.g., calls to the Sales
Group or calls to mobile phones
that cost more than a certain
amount). The filter tab also allows
you to configure how statistics are
calculated, depending on the type
of report you are trying to create.
This page includes the following
fields:
Filter: Select a filter from the
drop-down list. If the desired
filter is not available, click
Add to create a new filter (see
page 103).

Calculate Statistics by Device: Select this option to consider all segments of a


call, whether transferred or not. For example, a call that is answered at reception
and transferred to Sales is considered two calls. Use this option when running
reports for calls to groups or devices.
NOTE: Call Segmentation must be enabled on Call Center Server to calculate
statistics by device. You can still choose this option if Call Segmentation is not
enabled, but calls will be calculated as if Calculate Statistics by Trunk Line was
selected.
Other Filter Options: Select any additional filter options you want to apply to
your report. The available options will change based on the template you selected
in the General page. Possible filter options include:
Only process inbound calls: Select this option to only consider inbound call
segments. If you apply a filter that filters outbound calls only, you will filter
out all calls.

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Calculate Statistics by Trunk


Line: Select this option to only consider the call based on the trunk line where it
originated. If selected, the filter will not consider calls that are transferred
between different devices. For example, a call that is answered at reception and
then transferred to Sales is considered one call. Use this option when running
reports for calls into or out of the telephone system that are grouped by telephone
number or DID digits.

Only process outbound calls: Select this option to only consider outbound
call segments. If you apply a filter that filters inbound calls only, you will filter out all calls.
Only process answered calls: Select this option to only consider answered
call segments. If you apply a filter that filters unanswered calls only, you will
filter out all calls.
Only process calls that were never answered: Select this option to only consider the last call segment where the call was not answered (abandoned). If
you apply a filter that filters answered calls only, you will filter out all calls.
Only show un-returned abandoned calls (call lists only): Select this option to
convert a normal call list report into an un-returned abandoned call list
report. This report will only display abandoned calls that have not subsequently called again and that have not been called back and answered.
Only process trunk to trunk call transfers: Select this option to only consider
call segments that were transferred to or from an external number. For example, if a customer calls reception and is transferred to their account managers mobile phone, both the call from the customer and the call to the
account manager will show up as trunk-to-trunk call transfer segments.

REPORTER

Only process outbound calls that have been dialed incorrectly: Select this
option to only consider outbound calls that have not been dialed correctly. If
you also choose a filter that only considers inbound calls or answered calls,
you will filter out all calls. An incorrectly dialed call is an unanswered call
that did not contain enough digits to be a telephone number.
Only process outbound calls to services: Select this option to only consider
outbound calls to services (e.g., the operator, directory inquiries, etc.) If you
also choose a filter that only considers inbound calls, you will filter out all
calls.

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Reporter

Miscellaneous Tab
The Miscellaneous tab allows you
to configure several other report
settings, such as how the report
appears on screen and which tariff
is used when calculating call costs.
This page includes the following
fields:
Tariff: Select the tariff that will
be used to calculate call costs.
A report can only use one tariff at a time when calculating
call costs. You can choose a
particular tariff for this report
to use or select the [Use
d e f a u l t ] opt ion. When the
default option is selected, the
report will use whichever tariff
is currently configured as the default tariff (see page 112). This tariff will also
override any tariffs assigned to individual trunk lines.

Always show the same record groups in the report: Select this option to display all rows of data, regardless of whether or not there are any statistics to display for that. For example, if extensions 200 and 202 have recently made calls
but extension 201 hasnt, 201 will still appear in the report even though there is
no data for it. If this option is not selected, 201 is removed from the report until it
experiences activity applicable to the report. When grouping by time, the report
will include all time periods in the given range. This can lead to a very large
report if you apply this option when summarizing statistics for every half hour
over three months because it will create 48 records a day for 90 days.
Keep the first field visible at all times: Select this option to lock the first field
of the report to the left edge of the report window. This keeps the first field visible as you scroll through the report.

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REPORTER

NOTE: You can use this feature to compare tariffs by duplicating a report and
applying a different tariff to the duplicate. You will then have two copies of the
same report with different tariffs for each, allowing you to compare the cost of your
calls.

Use a saved copy of the report if the underlying data hasn't changed: Select
this option to have Reporter read from the report cache if the report was previously run and the information has not changed. By default, this option is checked
and all reports are saved to the report cache and reloaded when necessary. If you
disable this option, the report is always recalculated and never read from the
cache. It is not recommended that you leave this option enabled.
Highlight this report in the Report Manager: Select this option to display this
report with bolder text in the report list for easier identification.
Color this report in the Report Manager: Select this option to customize the
colors that the report list will use when displaying this report. Once enabled, click
Set Colors to display the Report Color dialog, as shown below.

While in this screen, you can configure the following fields:

REPORTER

Text Color: Select the color to use for the text. To use the default (black),
select Use default.
Background Color: Select the color to use for the background of the report.
To use the default (gray), select Use default.
A sample of your choices is displayed in the dialog. Try to choose colors that are
easily readable and that do not clash.
NOTE: When an item is selected in the report list, the colors are inverted (i.e., the
background color becomes the text color and vice versa).

Editing a Report
To edit a previously defined report, right-click on the report in either the report list or
the report window and select Properties. Then edit the information in the tabs as
described under Creating a New Report on page 85.
Once you have changed the report information, click OK to run the modified report.

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Reporter

Deleting a Report
To delete a report, right-click on the report in the report list and select Delete. At the
prompt, click Yes to delete the report or click No to cancel the action.
NOTE: You cannot recover a deleted report. If you need the report once it has been
deleted, you must create it again.

Duplicating a Report
To create a duplicate of any report in the report list, right-click on the desired report
and select Duplicate. The duplicate report is given a slightly different name and
placed at the bottom of the category to ensure you can differentiate between the duplicate and the original.
NOTE: If you duplicate a report and then apply a different tariff to the duplicate, you
can easily compare the different call costs between two tariffs.

Copying a Reports Data


To copy report data for pasting into other applications, either click the Copy button
(
) in the toolbar or select Copy from the shortcut (right-click) menu in the reports
window.

Working with an Open Report


Once you have run your report, it is displayed in the reports window. In this window,
you can have multiple reports displayed, each easily accessible through the tabs at the
bottom of the screen.
While a report is open (i.e., its information is displayed in the reports window), you
can perform a variety of actions, such as sort the report, apply a new date range, etc.

Sorting a Report
You can sort a report in real-time when the report is open in list mode. Sorted fields
display an arrow to indicate the sorting order. An up arrow indicates ascending (A-Z)
order, and a down arrow indicates descending (Z-A) order.
To sort fields, click on the field header. Subsequent clicks on the header will toggle
the sort between ascending and descending order. You can also sort by more than one
field.
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REPORTER

The report is copied in a tab-delimited format, which can be interpreted by most word
processor and spreadsheet applications. To access the report data in a particular format, use the Export option instead (see page 113).

If you click on a field while pressing the SHIFT key, the field is added to the current
sort order. For example, if you press SHIFT and click Start Time then Telephone
Number, the report will first sort based on the Start Time information and then sort
based on the Telephone Number. With SHIFT pressed, you can also continue to click
the same field to toggle between ascending and descending sort order.
NOTE: You can also change the sort order from the report properties (see page 88).

Applying a Date Range


To apply a date range, you can either use the Date/Time page of the Report Properties
dialog (see page 87) or use the Date Range button (
) in the toolbar. If, however,
you have complex date criteria to apply, use the Report Properties dialog.
To apply a common date range (e.g., today, yesterday, this week, etc.), click the Date
Range (
) button in the toolbar of the report. If desired, you select Custom to add
your own date range to this button (see page 87 for information on programming the
date range). You can also press ALT +D to display the date range menu for the active
report.

Applying a Filter

REPORTER

To apply a filter to a report, you can either use the Filter page of the Report Properties
dialog (see page 91) or click the Filter (
) button in the reports toolbar. Both
options allow you to create a new filter if desired (see page 103). You can also press
ALT + F to display the filter button menu for the active report.

Viewing Reports in Print Preview Mode


You can see what the report would look like when printed before sending it to the
printer. To do this, you need to convert the report to preview mode, as described
below.
To view the print preview of a report, click the Preview button (
) on the toolbar
or press ALT + V. Or, select Print Preview from the shortcut (right-click) menu in the
report window or report list.
To return to list mode, click the Preview button or press ALT + V again.

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Reporter

When in preview mode, the current report will display in the report window. This
view indicates what your report will look like when printed. This mode contains its
own toolbar, which contains various buttons as described in the following table.
Button

Function

Jumps to the first page of the report.


Jumps to the previous page of the report.
Jumps to the next page of the report.
Jumps to the last page of the report.
Zooms the page so that the width of the page is fully visible in the preview window.
Zooms the page so that the height of the page is fully visible in the preview window.
Zooms in to the page.
Zooms out of the page.
Toggles the preview between fitting all of the report's columns into one
page or letting the columns spill onto adjacent pages, if necessary. If this
button appears recessed, all of the columns are forced onto one page.

Displays the page setup dialog that allows you to configure the page settings.

NOTE: Unlike other applications, preview mode does not stop you from using the
report just as if you were in list mode. You can still edit the report's properties, change
filters and the date range, and exporting the report without having to switch back to list
mode.
To navigate through a report in print preview mode, you can:
Use the toolbar buttons to go to different pages and/or zoom in and out.
Drag the page with the mouse to move it around the screen. This is an alternative
to using the scroll bars.
Press Page Down to move down one page in the report.
Press + on the numeric keypad to zoom in.
Press - on the numeric keypad to zoom out.
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REPORTER

Displays a menu for scaling the font. Choosing a smaller scale allows
you to fit more text on each page while a larger font displays less.

Printing Reports
To print a report, click the Print button (
) on the toolbar or press CTRL + P. Or,
select Print from the shortcut (right-click) or main menu. If you click the Print button
in the toolbar, the report is sent to the default printer.

Displaying the Call Summary


If you run a call list or statistic report, you can also display a call summary report. For
call lists, a call summary report displays several statistics to summarize the calls in
the call list. For a statistic report, a call summary shows the report totals that are normally displayed at the bottom of the report in list mode.

REPORTER

To display the call summary report, activate the report for which you want to run the
call summary and click the Call Summary button (
).

Once the call summary report is displayed, you can print or export it. If the report on
which the call summary report is based changes, the call summary report automatically updates.
NOTE: Call summary reports will not display in report list mode. In addition, because a
call summary report is not saved, once you close the report on which it is based, the call
summary report is no longer valid.

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Displaying Call Details


In addition to displaying a call summary report, you can also run a call details report
based on a call list report. The call details report displays details about a particular
call in the report. You can also navigate between call segments while in this report.
This allows you to see the path of a call from cradle to grave.
To display the call detail window, either double-click a call record in the report window or right-click a call record and select Show Details.

Once the call details report is displayed, you can print or export it. If the report on
which the call details report is based changes, the call details report automatically
updates.

Button

Function

Jumps to the first call segment for the call.


Jumps to the previous call segment for the call.
Jumps to the next call segment for the call.
Jumps to the last call segment for the call.

NOTE: You can only browse the call segments of a call if Call Segmentation is enabled
in the Call Center Server.

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REPORTER

The call details report also includes its own toolbar. The available buttons are
described in the following table.

Displaying Information on Reports


To display specific information about a report, such as when it was last viewed, select
Information from the shortcut menu while in the reports window.

This dialog displays various information, as described in the following table.

REPORTER

Field

100

Indicates

Created

The date/time the report was first created.

Last Edited

The date/time the report was last edited. Editing includes


changing the date range or filter using the toolbar buttons.

Filter Last Edited

The date/time the current filter assigned to the report was last
edited. [Unknown] will display if the All Calls filter is applied
because that filter cannot be edited.

Tariff Last Edited

The date/time the current tariff assigned to the report was last
edited.

Last Ran At

The date/time the report was last executed or viewed.

Execution Time
(ms)

The time in milliseconds that it took the report to run. This will
only display if the report is currently open.

Cache File

The name of the report as stored in the cache.

Cache File Size

The current size of the cache file in kilobytes. If the cache file
does not exist, [File Missing] is displayed.

# Report Executions

The number of times that this report has been executed.

Average Execution Time (ms)

The average time it has taken to execute this report.

Reporter

Field

Indicates

# Report Loads

The number of times that this report has been loaded from the
cache rather than executed.

Average Load
Time

The average time it has taken to load this report from the
cache.

# Report Prints

The number of times that this report has been printed.

# Report Exports

The number of times that this report has been exported, emailed, or published.

# Report Edits

The number of times that this report has been edited. Editing
includes changing the date rang or filter using the toolbar buttons.

In addition, the following command buttons are available in this dialog:


Delete Cache File: Deletes the reports file from the report cache. You may need to
remove reports that occupy a large amount of space on your hard disk. You cannot
delete a reports cache file if the report is open or if the cache file is missing.
Copy: Copies the information to the clipboard for pasting into other applications.
Once you have finished viewing the information, click Close to close the dialog.

FILTERS

In previous versions of Reporter, the filter was part of the report. In this version of
Reporter, filters have been separated from reports. You can now apply the same filter
to several reports, enabling you to have one or more filters that provide all of your filtering needs.

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REPORTER

Filters are one of the most powerful features of Reporter. You can create filters to run
report for calls to certain extensions or groups or that rang for a certain time. You can
also filter calls based on their cost, direction, or the DID number dialed by the calling
party.

Accessing the Filter Manager


The Filter Manager lists the currently
available filters and provides access
to programming options. To display
the Filter Manager, click the Filter
Manager button ( ) on the toolbar
or press CTRL + F. Or, select Filter
Manager from the main menu.
While in this screen, you can add,
remove, edit, and copy filters, as
described below:
Add: Displays the Add Filter
dialog so you can create a new
filter.
Edit: Displays the Edit Filter
dialog so you can edit the
selected filter. (You can also access the Edit Filter dialog box by double-clicking
on the filter you want to edit).
Remove: Removes the currently selected filter. You will be prompted for a confirmation before the filter is removed.

REPORTER

Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).

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Creating a New Filter


To create a new filter:
1. Open the Filter Manager and
click Add. Or, you can click
the Filter button ( ) on the
report toolbar and select Add
Filter. The Add New Filter
screen is displayed.
2. Select the tab corresponding
to the information you want to
use as the filtering parameters.
Your options are as follows:

4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a filter through the Filter Manager, you are returned to the Filter Manager
screen. If you added a filter using the tile buttons, you are returned to the
Reporter Real-Time screen.

Editing a Filter
To edit a filter:
1. Open the Filter Manager by clicking the Filter Manager button (

).

2. Select the filter that you want to edit, and click Edit. Or, double-click on the filter
that you want to edit.
3. Make the necessary changes.
4. Click OK when finished, or click Cancel to exit without saving changes. Once
you have completed editing a filter, any reports that are using the filter will automatically update.
NOTE: You cannot edit the All Calls filter.
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General (see page 53)


Direction & DID (see
page 54)
Duration (see page 55)
Call Status (see page 57)
Information (see page 58)
Call Route (see page 59)
ACD Hunt Groups (see
page 60)
Transferred Calls (see page 61)
3. Program the information for the selected tabs.

Removing a Filter
To remove a filter:
1. Open the Filter Manager by clicking the Filter Manager button (

).

2. Select the filter that you want to remove, and click Remove.
3. At the prompt, click Yes to delete the filter or No to cancel the action. If you
click Yes, the filter will be removed, and any reports using the filter will revert to
the default All Calls filter.
NOTE: Once removed, the filter cannot be retrieved.

Applying Other Filter Options


As well as applying filters to a report, you can apply filter options within a reports
properties. These allow you to perform some simple filtering on the report without
having to alter the current filter or create a new filter.
To change the filter options, edit your report as normal and then change the filter
options in the Filter Tab of the Report Properties dialog as you see fit (see page 91).

REPORTER

NOTE: If you choose filter options that conflict with your current filter, you can effectively filter out all calls. For example, if you choose the Only process inbound calls filter option and then apply a filter that filters outbound calls, you will filter out every call,
and the report will be blank.

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TARIFF MANAGER
A tariff provides Reporter with call charge information for a particular telephone
company. Unlike previous versions of Reporter, the latest version has support for multiple tariffs. This allows you to select a tariff for an individual report so that different
reports can use different tariffs.
In addition, you can create a tariff to process inbound call costs (e.g., for premium
rate or 1-800 numbers). This allows you to estimate the amount of revenue you will
earn from your premium rate lines or the amount that your 1-800 numbers will cost.
NOTE: The call costing functionality provided by Reporter is based on limited information provided by telephone companies. Also, carriers can update their tariffs at any time.

Accessing the Tariff Manager


The Tariff Manager lists the currently
available tariffs and provides access to
programming options. To display the
Tariff Manager, click the Tariffs button
(
) on the toolbar or press CTRL + T.
While in the Tariff Manager, you can
add, remove, edit, and copy tariffs, as
described below:
REPORTER

Add: Displays the Add Tariff dialog


so you can create a new tariff.
Edit: Displays the Edit Tariff dialog
so you can edit the selected tariff.
(You can also access the Edit Tariff
dialog box by double-clicking on the
tariff you want to edit).
Remove: Removes the currently
selected tariff. You will be prompted
for a confirmation before the tariff is removed.
Copy: Copies the current tariff and immediately includes it in the tariff list. The
name of the copied tariff is the same as the original tariff except it includes
(Copy) after the name. For example, a copy of the Premium tariff would result
in Premium (Copy).
Set as Default: Sets the highlighted tariff as the default. This tariff is applied to
all reports unless you specify a different tariff.
Click Close to exit the Tariff Manager.
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Creating a New Tariff


To create a new tariff:
1. Open the Tariff Manager and click Add. The Add Tariff dialog is displayed.
2. Complete the appropriate fields in the following tabs:

General Tab

Charge Bands Tab

Dial Codes Tab

3. Click OK when finished or click Cancel to exit without saving changes. If you
click OK, the tariff is added to the list in the Tariff Manager.

General Tab
The General tab allows you to specify
tariff-wide options about the tariff that
you are creating or editing.
This page includes the following fields:
Tariff Name: Enter a unique name
for the tariff. Use a name that is easily identifiable and that indicates
what the tariff is.

REPORTER

Default Call Setup Charge: Enter


the default setup charge applied to a
call, regardless of how long the call
was connected. This default charge
is only applied if the particular call
destination does not have its own
call setup charge. Because many
telephone companies only apply
setup charges for certain call types
(e.g., service-based calls), this value
is normally 0. The value is measured in your default currency unit ($).
Default Minimum Call Charge: Enter the default minimum charge that is
applied to a call. This cost is applied to any call cost that is below this value. For
example, if this value is $5.00 and a call cost is calculated to be $3.50, the value
is changed to $5.00. This value is measured in your default currency unit ($).
Default Discount (%): Enter the default discount that is applied to a call. This
discount will only apply if the particular call destination does not have its own
discount level. Discounts are applied to the call cost at the end of the call cost
calculation.

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Charge Bands Tab


The Charge Bands tab allows you to
specify the different charge bands used
by this tariff. For this to work properly,
you must specify a weeks worth of
charge bands without any gaps.
This screen displays the currently configured list of charge bands, detailing the
band name and the range of the charge
band. If a time range was configured, the
times are inclusive.
While in this screen, you can add, edit,
or remove charge bands using the following buttons:
Add: Adds another charge band to
the list and displays the Charge
Bands Dialog, as shown below. This
button is disabled if you already
have enough charge bands to span
one week.

REPORTER

To configure a charge band, complete the following fields:


Name: Enter a name that describes the charge band (e.g., off-peak).
Range: Specify the times when the charge band starts and ends. If a charge
band starts in the evening and ends in the morning, enter the times in that
order. You can also click the ellipsis (...) button to display a menu of common times.

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NOTE: Times are not inclusive. For example, start/end times of 08:00:00 AM to
06:00:00 PM will consider all seconds from 8:00 AM to 5:59:59 PM.

Weekdays: Specify the days of the week to which this charge band applies.
The weekdays selected take precedence over the time period. For example, if
you configure 8:00PM to 8:00AM Monday-Friday, the charge band will end
on Friday at midnight and not count Saturday from midnight to 8:00AM.
Then click OK to save the charge band or Cancel to exit without saving changes.
You are returned to the Add/Edit Tariff dialog.
Edit: Allows you to edit the selected charge band.
Remove: Removes the selected charge band from the list. The charge band is
removed immediately. If you removed a charge band in error, you will need to
reconfigure all destinations on the Dial Codes tab with prices for the charge band.

Dial Codes Tab


The Dial Codes tab allows you to configure the charges used by different dial
codes. Dial codes that use the same
charging information can be grouped
together rather than entered several
times.
REPORTER

This screen displays the currently configured list of dial codes, detailing their
description and the per minute charges
for each charge band for the dial code.
There is also a default dial code ( [All
other dialcodes]) that handles all calls
where an appropriate dial code cannot
be found.

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While in this screen, you can add, edit, or remove dial codes using the following buttons:
Add: Adds another dial code to the list and displays the Call Charge Data dialog,
as shown below.

To configure the call charge data, complete the following fields:


Dial Codes: Enter a comma-separated list of dial codes to which this charge
information will apply (e.g., 480, 602, 619, etc.). You cannot have duplicate
dial codes in one tariff or in more than one tariff. If a particular tariff already
uses the specified dial code, an error is displayed.

Description: Enter a unique description for the set of dial codes. Use a
description that is easily identifiable.

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REPORTER

NOTE: You can specify your local and regional dial codes in the Call Costing tab
of the Options dialog (see page 127). These dial codes are then used when you
create default local and regional cost groups. You cannot enter dial codes in the
tariff that would clash with the default local and regional dial codes specified in the
Options dialog.

Cost Group: Select the cost group (e.g., local, national, etc.) to which the list
of dial codes belongs. If you select the wrong value for this field, it will
affect filtering by cost group or creating a statistic report that groups by cost
group. You can create one cost group for each of the default cost groups,
which are surrounded by brackets in the drop-down list (e.g., [Local Calls]).
Because these defaults use the dial codes specified on the Call Costing tab of
the Options dialog (see page 127), you cannot assign dial codes to the
groups, but you can assign call cost information. You can also create as
many cost groups as required for the non-default cost groups. You must then
specify the dial codes that relate to that particular cost group and charging
structure.
Default Call Setup Charge: Enter the setup charge that is applied for connecting the call. To use the call charge associated with the tariff (specified on
the General Tab), leave this field as blank or select [Use default]. Any value
entered in this field will override the tariffs default call setup charge.
Default Minimum Call Charge: Enter the minimum cost that is applied to a
call to this destination. If the cost of the call is less than this value, the cost of
the call is changed to this value. To use the minimum call charge associated
with the tariff (specified on the General Tab), leave this field blank or select
[Use default]. Any value entered in this field will override the tariffs default
minimum call charge.

REPORTER

Default Discount (%): Enter the discount percentage applied to calls for this
dial code. This discount is applied after all other charges have been taken
into account. To use the discount associated with the tariff (specified on the
General Tab), leave this field blank or select [Use default]. Any value
entered in this field will override the tariffs default discount.
Charge List: Select the charge band to which the costs apply and then enter
them enter the updated price in the New value field. Click Update for your
change to take effect.
Then click OK to save the call charge data or click Cancel to exit without saving
changes. You are returned to the Add/Edit Tariff dialog.
Edit: Allows you to edit the selected dial code.
Remove: Removes the selected dial code from the list. The dial code is removed
immediately.
NOTE: You cannot remove the default dial code ([All other dialcodes]).

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Editing a Tariff
To edit a tariff:
1. Open the Tariff Manager.
2. Highlight the tariff to edit and click Edit.
3. Make the necessary changes in the tabs described in Creating a Tariff.
4. Click OK when finished or click Cancel to exit without saving changes.
NOTE: If you intend to make several changes to a tariff, you may want to copy the tariff
first. That way, if you make a mistake, you can always revert to the original tariff.

Deleting a Tariff
To delete a tariff, open the Tariff Manager. Then select the filter that you want to
remove, and click Remove. At the prompt, click Yes to delete the tariff or No to cancel the action. If you click Yes, the tariff will be removed, and any reports that were
using that tariff revert to the default tariff.
NOTE: Once removed, the tariff cannot be retrieved. Also, you cannot remove the
default tariff.

To copy an existing tariff, open the Tariff Manager. Then select the tariff that you
wish to copy and click Copy. The tariff is copied, but the name is changed slightly to
ensure that the names remain unique.
NOTE: If you copy the default tariff, the original tariff remains the default.

Assigning Tariffs to Trunk Lines


For any report that uses the default tariff, you can force Reporter to use a particular
tariff if the call for which the cost is being calculated was on a particular trunk line.
Any trunks that you do not assign a tariff will use the default tariff. This allows you to
configure your reports most trunks use tariff A (default), but if a call is presented on
trunk line 20, it uses tariff B.

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Copying a Tariff

To assign particular tariffs to trunk lines:


1. Open the Tariff Manager.
2. Click the Trunks tab.
1.

Select the trunk line that you wish to


change from the available list and click
Change To.

2.

Select the tariff to assign to the trunk


line. To revert the trunk line to the
default tariff, select [Use Default].

NOTE: To assign several trunk lines to the same tariff, select several trunk lines at the
same time either by dragging around the trunk lines to include or by holding down the
CTRL key while you make your selection.

Setting the Default Tariff


By default, all new reports use the default tariff to calculate their call costs. To change
the tariff that reports use as the default, set the default tariff in the Tariff Manager.
To set the default tariff:
REPORTER

1. Open the Tariff Manager.


2. Select the tariff that you want to make the default and click Set Default. The
default tariff is displayed in the tariff manager with the text (Default) appended
to the name.
NOTE: Changing the default tariff will not automatically refresh any open reports. You
must refresh the reports manually.

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EXPORT, E-MAIL, PUBLISH, AND IMPORT


With Reporter V3.1, you can export reports to a variety of applications including
Excel, Word, applications that accept Comma-Separated Values (CSV), applications
that accept Hyper-Text Markup Language (HTML), and applications that use Wireless
Markup Language (WML). If you have the Auto Reporter license, you can also e-mail
reports to colleagues or publish reports to the Internet.
To make things easier, Reporter includes three separate wizards, each designed to stop
you through the process of exporting, e-mailing, or publishing reports. It also includes
an Import Wizard designed to assist you in importing data from previous versions of
Reporter or from Reporter Real-Time.
NOTE: If the application to which you are exporting accepts tab-delimited format, it
may be easier to use the Copy command instead.

Using the Export Wizard


The Export Wizard walks you through the process of configuring the application to
export your report in a specific format, such as CSV, Excel, etc.
To export a report using a format other than tab-delimited:

2. Follow the instructions as outlined in the Export Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections.

Welcome Page
The Welcome page of the Export Wizard allows you use any saved settings
from a previous export. If this is the first
time you have used the Export Wizard,
the only available option is [None]. If
you have used the Export Wizard
before, you can either select a saved setting or use [None] to create a new setting. Click Next to continue.

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1. EITHER, Click the Export button (


) on the toolbar. If the export option is not
visible, use the drop-down arrow to select the option.
OR, Select Export from the shortcut (right-click) menu in the report window.
OR, Press ALT + X.

NOTE: You define the setting names when you apply advanced information.

Export Format Page


The next page allows you to choose the
format type for the export. The available
options are as follows:
Text File (CSV Format): Outputs
the report to a CSV (Comma-Separated Value) file. These files can be
read by Notepad, Microsoft Excel,
and other applications.
Microsoft
Excel
Spreadsheet
(XLS): Outputs the report to an
Excel 97/2000 spreadsheet. Microsoft Excel 97 or above must be installed on the
computer for this feature to function properly.
Microsoft Word Document (DOC): Outputs the report to a Word 97/2000 document. Microsoft Word 97 or above must be installed on the computer for this feature to function properly.

REPORTER

Web Page (HTML, ASP): Outputs the report as an HTML file for viewing in a
web browser or on Active Server Pages (ASP). When exporting to HTML, the
default web template is used unless you configure advanced settings. Exporting
to a web page is only supported if you have an Auto Reporter license.
WAP Page (WML): Outputs the report as a WML (Wireless Markup Language)
file for viewing on a mobile phone or PDA. When exporting to WML, the default
WML template is used, unless you configure advanced settings. Exporting to a
WML page is only supported if you have an Auto Reporter license.
Director Workforce Management Export: Outputs the report for importing into
Blue Pumpkin Softwares Director Essential or Director Enterprise Workforce Management software. Although this export format can be used with any
report, it is intended for the Director: Calls by Hunt Group report which outputs the last 15 minutes of statistics for each hunt group. Ideally, this format
should be scheduled every 15 minutes. If you configure Director Essential or
Director Enterprise to import the created file every 15 minutes, you can use
Director Essential/Enterprise to provide reports on workforce management.
The wizard automatically creates a default filename based on the name of the report
and the format you have chosen. You can, however, override the filename or use the
ellipsis () button to display the standard Windows Open File dialog so that you can
browse for a different filename.

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Reporter

To customize some of the export settings or to save these settings for later use, select I
would like to configure Advanced Settings before clicking Next. The next page that
displays will vary depending on the file format you have chosen.
If you do not want to customize any of the settings, do not check I would like to configure Advanced Settings and click Finish. The report will immediately export to
the file name/location you specified in this screen.

Advanced Settings: CSV Page


If exporting to CSV and you opted to
configure the advanced settings, this
page will display to allow you to change
some of the CSV d efault set tings.
Although the default settings will work
with most CSV-capable applications,
some applications may require the data
in a particular format.
This screen contains the following fields:
Output field names as the first
line: Select this option to include the exported field names as the very first line of
the CSV export. If this option is not checked, the first line of the CSV export is
the first exported record of data. In general, you should enable this option unless
the destination application specifically does not want field names on the first line.

Output numeric values as numbers: Select this option to output numeric values
in the report as numbers. This is useful in performing calculations on the data, but
it can make viewing the data a little harder. For example, if you exported a record
containing a call duration of five minutes 30 seconds, this option would output
the value as 330 (5 minutes x 60 seconds = 300 seconds + 30 seconds = 330 seconds).
Output numeric values as text and numbers: Select this option to output
numeric values in the report first as formatted text and then in another column as
the actual number. This means that every numeric field in your report will contain
two columns. This option allows you to still view the CSV export easily because
the text is available and perform calculations on the export because the numeric
values are available.

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Output numeric values as formatted text: Select this option to output numeric
values in the report as formatted text as it would appear in the report window.
This is useful if you want the CSV file for text processing. However, this option
is not recommended if you want to perform calculations on the data. For example, if you exported a record containing a call duration of five minutes 30 seconds, this option would output the value as 00:05:30.

Field Separator: Select or enter the character used to separate the fields in the
CSV file. Although CSV files get their name because the values are separated by
commas, some applications require a different separating character. If your character cannot be typed, enter the ASCII character value surrounded by square
brackets (e.g., [24] for ASCII value 24, which is the same as CTRL X).
Text Delimiter: Select or enter the character to use in the CSV file that surrounds
any text. Usually, double quotes are used to denote text fields in a CSV file, but
you can change this to be any character or no character. If your character cannot
be typed, enter the ASCII character value surrounded by square brackets (e.g.,
[24] for ASCII value 24, which is the same as CTRL X).
NOTE: It is not recommended that you use ASCII values as separators or delimiters in
your CSV files. This option is provided as an advanced feature for those experienced
users who may require it. During everyday use, however, there is little reason to change
the separators and delimiters from those available in the list.
Click Next to advance to the next page.

Export Completion

REPORTER

If you have configured any advance settings, this page will display. In this
screen, you can choose to launch the
exported file upon completion and save
the settings for later use.
This page includes the following fields:
Open exported file in the default
application: Select this option to
open the exported file with the
default application for the file type
once the export is complete. These default associations are configured from
within Windows Explorer. Consult your Windows manual or online help for further information on file associations and how to configure them.
Do not open exported file at all: Select this option to export the file without
opening it.
Open exported application with this command line: Select this option to specify a command line that will be executed upon export completion. If selected, you
can either enter the command line to include or click the ellipsis () button to
display the following command options:
Browse For Filename: Select this option to browse for a file to set as the
command line. Although you will probably need to add command line
options to whichever file you choose, this is a quick way of getting started.

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Insert | Output Filename: Select this option to insert the [Filename] placeholder into the command line rather than having to type the actual filename
of the exported file. This placeholder is expanded at export time to the full
path of the exported file. This allows you to save your command line settings
and use them for different exports.
Insert | Output Filename (No Extension): Select this option to insert the
[FilenameNoExt] placeholder, which expands at export time to the full path
of the exported file without an extension. For example, if your export file
was called C:\My Export.csv, this setting would return C:\My
Export. This is useful when you are passing the exported file to an application that converts the file into some other format.
Insert | Report Name: Select this option to insert the name of the exported
report. It inserts the [ReportName] placeholder, which expands at export
time to the name of the report.
Installed Applications: Select the application that you want to open with the
command line. The menu will list the applications that installation program
detected on your computer. See Opening an Export with Installed Applications on page 117 for further information.
Saved Settings: Enter a name for your settings if you want to save them for later
use. Or, select a current setting to overwrite the existing settings. If you save your
settings, the next time you use the Export Wizard, you can choose your settings
to default the export.
Click Finish to export the report using your chosen settings.

If you configured the advanced settings of an export in the Export Wizard, you can
choose to open the export file with a given command line. During installation,
Reporter searches for installed applications on your computer and can provide some
default settings for these command lines. The default applications that Reporter
searches for include:
Notepad: Most of the export formats can be opened in Notepad, which is
installed with Windows. It is not recommended to open Excel or Word documents with Notepad.
Excel 2000: All of the default export formats, except for Microsoft Word, can be
opened with Excel 2000.
Excel 97: Excel 97 can be used to open CSV files and Excel spreadsheets.
Word 2000 / 97: Word can be used to open to all of the default export formats
except for Excel spreadsheets.

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REPORTER

Opening an Export with Installed Applications

HanDBase for PalmOS: This option should be used when exporting to CSV. It
launches the HanDBase Desktop application to convert the CSV file to HanDBase format, and then it prepares the database so that it will be synchronized with
your Palm handheld the next time that you Hotsync. HanDBase is available
from www.ddhsoftware.com.

Using the E-Mail Wizard


If you have an Auto Reporter license, you can e-mail a processed report to a colleague. (See page 129 for more information on Auto Reporter.)
To e-mail a report:
1. EITHER, Click the E-mail button (
) on the toolbar. If the e-mail option is not
visible, use the drop-down arrow to select the option. (This button defaults to
Export.)
OR, Select Send by E-Mail from the shortcut (right-click) menu in the report
window.
OR, Press ALT + E.
2. Follow the instructions as outlined in the E-Mail Wizard, clicking Next to navigate through the screens.
The E-Mail Wizard contains the same screens as the Export Wizard. For detailed
information on each screen, see page 113.

REPORTER

When you click Finish to complete the E-Mail process, Reporter will prepare the file
for export and then export the file. Next it will display the standard Windows dialogs
that allow you to select your e-mail profile and other options.
NOTE: You must have a MAPI-compliant messaging system installed and correctly
configured on your computer for this option to work properly. This includes Microsoft
Outlook and/or Microsoft Outlook Express.

Using the Publish Wizard


If you have an Auto Reporter license, you can publish the report to the Internet for
viewing in web browsers or on WAP-enabled devices such as mobile phones or
PDAs. (See page 129 for more information on Auto Reporter.)
To publish a report:
1. EITHER, Click the Publish button (
) on the toolbar. If the publish option is
not visible, use the drop-down arrow to select the option. (This button defaults to
Export.)
OR, Select Send to Internet from the shortcut (right-click) menu in the report
window.
OR, Press ALT + P.

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2. Follow the instructions as outlined in the Publish Wizard, clicking Next to navigate through the screens. For details on each screen, see the following sections.
NOTE: You need a destination site for publishing the report. Because creating a site
can require extensive IT experience, it is recommended that you create a site and test it
before publishing.

Welcome Page
The Welcome page of the Publish
Wizard allows you use any saved
settings from a previous publish. If
this is the first time you have used
the Publish Wizard, the only available option is [None]. If you have
used the Publish Wizard before,
you can either select a saved setting or use [None] to create a new
setting. Click Next to continue.

REPORTER

NOTE: You define the setting names at the end of the wizard.

Site Page
When publishing a report, you
must choose the site where the file
will be published.
Either select an existing site from
the drop-down list or click Add to
create a new site (see page 118 for
instructions).
The site that you choose will affect
where your data is published and
which template is used to convert
your report to HTML or WML.
Click Next to continue.

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NOTE: If you do not have a valid site name entered, an error occurs, and you cannot
continue.

Filename Page
The Filename page allows you to
specify a destination filename for
your report.
Either enter a filename (no path) or
click the ellipsis () button to
invoke the standard Windows File
Open dialog. Once you have a filename entered, click Next.
Many web servers do not support
certain characters in filenames. For
this reason, Reporter converts capital letters to lowercase, converts
spaces to underscores, and removes certain non-alphanumeric characters which are
not supported.

REPORTER

NOTE: Some of the templates provided with Reporter will create several files when
you publish a report. This is often used when publishing to WML (WAP) files because
most mobile devices have very little memory and cannot display large pages. Because
of this, such templates export several files, with each file containing a small number of
records. This leads to a larger number of published files. This is one reason why it is a
good idea for each site to be published to its own folder, even when published to the
same server.

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Ready to Publish Page


In the Ready to Publish page, you
can save your publish settings for
later use. Enter a name for the settings or select an existing setting to
overwrite. The next time that you
use the Publish Wizard, you can
choose from a set of saved settings.
Click Finish. Your reports are converted to HTML or WML and then
published to your web site. If you
have an external web site, you
should ensure that you can connect to the Internet via your local area network or that
your modem is configured for automatically dialing the Internet with your appropriate
configuration.

Using the Import Wizard


To assist you in the day-to-day operation of Reporter, you can import other users
reports, call charge data, filters, and previous versions of call charges and reports.

To start an import, choose the Import option from the main menu. Then configure the
options as outlined in the Import Wizard. For details about each page, see the following sections.

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REPORTER

NOTE: Importing previous version's reports is not recommended because it will create
a filter for each imported report. It may be more convenient to recreate old reports so
that you can take full advantage of all the new features.

Import Type Page


The first page of the Import
Wizard allows you to choose
the type of file from which
you want to import. You have
the following options:
Version 2.5 Call Charge
Data: Select this option
to import your call
charge data from previous versions of Reporter
(CALLCOST.DAT file).
Version 2.5 Reports:
Select this option to import your report data from previous versions of Reporter
(REPORTS.DAT file). Note that importing previous versions will create an additional filter for each report because previous versions reports contained the filter
with the report data. It may be more appropriate to recreate your reports to take
advantage of the new features.
Reporter and Reporter Real-Time Filters: Select this option to import V3.1
Reporter and Reporter Real-Time filters.
Other User's Call Charge Data: Select this option to import V3.1 Call Charge
data (CALLCOST.CVD file).
REPORTER

Other User's Reports: Select this option to import V3.1 Reporter reports
(REPORTS.CVD file).
Once you have selected the import type, click Next to continue.

File Selection Page


This page of the wizard
allows you to select the file
containing the data that you
wish to import.
Specify the filename from
which you want to import or
click the ellipsis () button
to invoke the standard Windows File Open dialog. If the
wizard believes it has located
some data of your choice, it
will default the filename for
you, but you can still change
it.

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When you have chosen your file, click Next.

Import Item Page


This page of the wizard
allows you to select the data
that you want to import from
the file.
The wizard will read your
chosen file and complete the
list at the top of the dialog
with items that can be
imported from the file. If
there are any problems with
the file, an error message is
displayed, and you will not be
able to continue.
Select the items you want to import. You can also click Select All to select all items
in the list or click Deselect All to remove all checks in the list.
Then select the Do not import entries which already exist setting to not import any
items that already exist. If this option is not selected, any existing items are imported
again, but their name is appended with a number to differentiate them from the original.
Click Next when ready.
REPORTER

Import Complete Page


The last page of the wizard
indicates that your data is
being imported. Depending
on the number of items you
have selected to import, the
import could take from a few
seconds to up to a minute.
When the im port is complete, the results are displayed in the list. Check the
results to ensure that all your
required items have been
imported.
Click Finish.

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CUSTOMIZING REPORTER
Reporter has several configurable options, including the service level, that are applied
globally to the application.
To configure the application to suit your needs:
1. Click the Options
button or select Options from the main menu (
Options screen is displayed.

). The

2. Configure the appropriate fields in the following tabs:

Account Codes: Allows you to specify account codes used for reporting
purposes.

Service Levels: Allows you set service levels and answer for calculating statistics.

Durations: Allows you to set miscellaneous times used for calculating statistics.

Call Costing: Allows you to configure local dial codes for calls costing purposes.

Erlang B/C: Allows you to configure parameters used when calculating the
Trunks Required and Agents Required statistics.

REPORTER

Licensing: Allows you to change the license level you are using or to enter
Demo Mode.
3. Click OK when finished or click Cancel to exit without saving changes. You are
returned to the main screen.

Account Codes Tab


The Account Codes page allows you
to summarize historic calls by the
account code. It will automatically do
this for four account codes, enabling
you to graph the number of times
these account codes were entered.
These account codes are used in the
Code 1, 2, 3, or 4 statistics.
NOTE: To summarize more than four
account codes, you should filter by
account code instead.

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This page includes the following fields:


Account Code #1 to #4: Enter each of the four account codes that you want to
summarize (one per field). By default, the account codes are set to 666, 777, 888,
and 999.
Account Code Caption #1 to #4: Each account code you are summarizing can
have a caption, which is displayed by the tile when viewing this statistic. The
caption you enter should uniquely identify the type of summarized account code.
By default, the captions are set to Code 1, Code 2, Code 3, and Code 4.

Service Levels Tab


The Service Levels page allows you
to set levels for summarizing ring
times and specify a service level a
time frame indicating how quickly
calls should be answered (e.g., within
ten seconds or less).
This page includes the following
fields:

Service Level: Use this field to set the time frame within which all calls should
be answered. This is used to calculate the % Service Level statistic the percentage of calls answered within the service level time.
NOTE: All times on this page can either be entered as ?h ?m ?s or as hh:mm:ss.
Valid examples include 30s or 00:30 for 30 seconds, 1m 15s or 01:15 for 1 minute
15 seconds, etc.

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REPORTER

Answer Times: Use the Duration #1 to #6 fields to set the ring


times to summarize. For each
ring time, four statistics will be
generated: number of calls
answered within this time, percentage of calls answered within
this time, number of calls abandoned within this time, and percentage of calls
abandoned within this time.

Durations Tab
The Durations tab allows you to program the Call Rate Period and other
timers that affect how statistics are calculated.
This page includes the following
fields:
Call Rate Period: Enter the time
period used to calculate the number of calls to include in the following Call Rate statistics:
Inbound Call Rate, Outbound Call
Rate, Abandoned Call Rate, and
% Service Level. The Call Rate
statistics are the number of a certain type of call that occurred
within the last number of minutes. The defaults to half an hour (30 minutes).
Short Call Level: Enter the time period used to determine which calls are short
calls and, therefore, less likely to be business-generating calls. The default is 20
seconds.
NOTE: The Call Rate Period and Short Call Level times can either be entered as ?h
REPORTER

?m ?s or as hh:mm:ss. Valid examples include 30s or 00:30 for 30 seconds, 1m


15s or 01:15 for 1 minute 15 seconds, etc.

Quick Abandoned Calls: Select Ignore abandoned calls that rang for less
than and enter the number of seconds that a call must ring before it is not
ignored. When enabled and a value is set, Reporter will not calculate calls that
were abandoned within n seconds. For example, if you enter 3, any calls that
are abandoned within three seconds are considered answered, not abandoned.
This feature allows you to ignore calls that were abandoned very quickly. Normally, an abandoned call reduces your service level because it is counted as a call
that was not answered within the specified time. With this option enabled, however, calls that rang for less than the Quick Abandoned Time are considered as
answered when calculating the service level.
NOTE: This feature only affects the service level statistics. No other statistics are
altered.

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Call Costing Tab


The Call Costing page allows you to
configure the local dial codes for your
area. Enter a comma-separated list of
area codes that are considered local.
The codes entered here cannot match
any codes included in a tariff (see
page 108); otherwise, an error will
occur.
NOTE: The Telephone 2000 fields
are available only in the UK and are
disabled.

Normally, local call charge records include numbers 2-9, and other numbers are categorized into different groups, each with its own call charge record. The dial code list
for each record, which does not include the long distance dial prefix (see below), typically needs to contain a list of area codes for each of the numbers (i.e., the first three
digits).
NOTE: NEVER include the long distance code 1 because Server automatically strips
this digit off of telephone numbers before they end up in a trunk call record.
ALSO: When Reporter prompts for Local Dial Codes at start up, the defaults are 2-9,
211, 311, 511, 811, 1211, 1311, 1511, and 1811. It is recommended that you ADD your
local area codes to this list instead of replacing them.

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REPORTER

When Reporter calculates the cost for


a particular call, it attempts to match
the telephone number dialed to a dial code within the Dial Code Call Charge list in
the Call Charges window (see page 109). The call charges, as programmed in the call
charge record containing the matched dial code, are then used to calculate the call cost
of the corresponding call. A telephone number is matched against the call charge
record that contains the longest matching dial code (e.g., 4809619000 is matched
against the call charge record containing 480961 instead of one containing 480).
If the telephone number is not matched within the Dial Code Call Charge list, the call
charges depicted by the [All Others] call charge record are assumed instead.

Erlang B/C Tab


The Erlang B/C page allows you to
configure various parameters used by
the Erlang calculations in Reporter.
These calculations are used to determine the Trunks Required and Agents
Required statistics.
This page includes the following
fields:
Trunks Required Statistic:
Enter the acceptable percentage
of incoming calls that may be
rejected because no trunk lines
are available. This value is used
with Erlang B to determine the
number of trunk lines that are
required to ensure this percentage is not exceeded.
Agents Required Statistic: Enter the minimum percentage of calls that should
be answered within the service level period. This value is used with Erlang C to
determine the number of agents that are needed to ensure this service level percentage is met.

Licensing Tab
REPORTER

The Licensing tab allows you to select


the license that is used when connecting to the Call Center Suite Server. If
you select an invalid license, the
Server will deny the connection. You
have the following options:
Reporter Basic: Select this
option for entry level reporting,
including call list reports and statistic reports grouped by cost
group or telephone number.
Reporter: Select this option for
advanced reporting without ACD
agent support. This license
includes the reporting capability
of the Reporter Basic license as well as the ability to create statistic reports
grouped by a variety of fields. If the Server has no Reporter licenses available, it
will attempt to use a Reporter Basic license.

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Reporter

Reporter Pro: Select this option for all report functionality, including ACD
agent support. If the Server has no Pro licenses remaining, it will attempt to use a
Reporter license.
Demo Mode: Select this option to use Reporter in the demonstration mode. This
mode will not connect you to a Server, but it will use demonstration data stored
on the local hard drive. When selected, you are allowed to choose which license
you wish to demo.
NOTE: Auto Reporter is licensed separately from Reporter and is not an available
option in this screen.

AUTO REPORTER
Auto Reporter is a new module that requires the Auto Reporter license. If you have
purchased this license, you can access Auto Reporter from the main menu of either
Reporter or Reporter Real-Time.
With Auto Reporter, you will receive the following features:
Scheduled Reporting: Allows you to schedule reports to be run at intervals
ranging from every 15 minutes to once a month. Reports can be automatically
displayed, printed, exported, publish to the Internet, or e-mailed.

Report Publishing: Allows you to manually or automatically publish your


reports to the Internet for viewing in a web browser or on a WAP-enabled device.
Your reports can be accessible no matter where you are.
E-mailing Reports: Allows you to e-mail exported reports to your colleagues
either automatically or at the touch of a button.
In addition, Auto Reporter provides the following features to Reporter Real-Time:
Statistic Publishing: Allows you to publish up to 25 statistics per schedule to an
HTML or WML file for publishing to the Internet or your Intranet. The files can
then be viewed in a web browser or on a WAP-enabled device.
Alarm Publishing: Automatically writes any alarms that you have configured
within Reporter Real-Time to an alarm list. You can then publish this list to the
Internet in HTML or WML format for viewing in a web browser or on a WAPenabled device. You can also choose to display only certain alarms or alarms over
a given period of time.
Readerboard Support: Exports up to ten statistics every second to a special file
which Readerboard manufacturers can use to integrate Reporter Real-Times statistics.
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REPORTER

Batch Reporting: Allows you to batch several reports together and perform the
same action on all reports at once. For example, you can print your monthly
reports all at the same time or publish key reports to the Internet every day.

To successfully publish reports and statistics, you need access to a web server. For
this server, you can use a company web server, your own PC, or even an Internet Service Provider (ISP). While this document will cover some of the various web server
configurations, be careful. An invalid web server configuration can result in a nonfunctional web server.
NOTE: Because using certain aspects of Auto Reporter requires extensive knowledge
of computer servers, this guide describes how to create schedules only. For detailed
information about other features of Auto Reporter, see the Users Manual.

Auto Reporter Access


To access the Auto Reporter configuration window, click the Auto Reporter button
(
) on the main toolbar. Then choose from the following options:
Report Schedules: Allows you to configure report schedules (see page 134).
This displays the main window.
Sites: Allows you to add and edit sites (see the Users Manual).
Events: Allows you to see the results of recently scheduled reports (see the
Users Manual).
You can also access the Auto Reporter main window by pressing the F8 key.
NOTE: You can perform all Auto Reporter related tasks from the Auto Reporter main
REPORTER

window, including accessing the Sites and Events dialogs.

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Auto Reporter Main Window


When you select Schedules to access Auto Reporter, the main window is displayed,
as shown below.
Toolbar

Schedule List

This screen allows you to configure your report schedules and includes the following
elements:
Toolbar: Includes buttons that provide quick access to various features of the
application.
Each of these elements is described in detail in the following sections.

Schedule List
The schedule list shows all of the currently programmed schedules. For each schedule, the following information is displayed:
Name: Displays the name of this schedule.
Schedule: Indicates how often this schedule occurs (e.g., Fire every 15 minutes
from 09:00).
Last Ran At: Displays the date/time that this schedule last ran, either because of
a schedule or because it was manually executed.
Next Fire Time: Indicates the next time that this report is scheduled to execute.
Action: Displays the action that this schedule will perform on the associated
reports.

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Schedule List: Displays a list of the current schedules that you have created.

In addition to these fields, each item in the list displays a small icon next to it. These
icons indicate the current schedule state, as described in the following table.
Icon

Description

Indicates

Green Circle

Schedule Ready The schedule is enabled


and will fire at the next scheduled time.

Yellow Circle

Schedule Pending The schedule is enabled


and will fire within the next 60 seconds.

Yellow Arrows

Schedule Running The schedule is currently


running.

Gray Circle

Schedule Disabled The schedule has been


disabled and will not fire until it is enabled.

Red Circle

Schedule Error An error has occurred while


firing the schedule. THe schedule will not fire
again until you edit the schedules properties to
fix the error. It is recommended that you check
the Event List for errors (see the Users Manual).

If desired, you can right-click on an item in the schedule to display a list of options
that are appropriate for the schedule.

REPORTER

NOTE: You only need to use the Auto Reporter main window to configure schedules.
Once you have closed the Auto Reporter window, schedules will continue to fire accordingly. However, if you close Reporter, the schedules will no longer fire.

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Toolbar
The toolbar contains a number of buttons that let you control Auto Reporter. Some of
the buttons display pop-up menus, while others perform a command immediately. The
following table provides a description of the various toolbar buttons and their function.
Button

Function

Displays the main menu (see page 133).


Creates a new schedule (see page 134).
Displays the Edit Schedule dialog box to allow you to edit the highlighted schedule (see page 140).
Deletes the highlighted schedule (see page 140).
Runs the schedule immediately. The schedule will still fire at its next
scheduled time.
Displays the Sites dialog box, allowing you to manage sites (see the
Users Manual).
Displays the Events dialog that allows you to view recent events (see
the Users Manual).

Main Menu

New Schedule: Creates a new statistic schedule and displays the Add Schedule
dialog (see page 134). This is the same as clicking the
button in the toolbar.
New Alarm Schedule: (Reporter Real-Time Only) Creates a new alarm schedule
and displays the Add Schedule dialog (see page 134).
New Readerboard Schedule: (Reporter Real-Time Only) Creates a new readerboard schedule and displays the Add Schedule dialog (see page 134).
Sites: Displays the Sites dialog, allowing you to manage your sites (see the
Users Manual). This is the same as clicking the
button in the toolbar.
Events: Displays the Events dialog, allowing you to view recent events (see the
Users Manual). This is the same as clicking the
button in the toolbar.
Enable/Disable Schedule: Enables or disables the highlighted schedule (see
page 140). If you enable a schedule after it fire time has elapsed, the schedule
will immediately run. This option changes depending on the current status of the
schedule.
Help Topics: Displays Auto Reporters on-line help.
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REPORTER

To display the main menu, click the main menu button in the toolbar. This menu contains the following options:

About: Displays information about the current version of Auto Reporter.


Close: Closes the Auto Reporter main window.

Schedules
You can create several different schedules, each designed to perform a different
action. For example, you can have one schedule that sends reports to a printer while
another schedule publishes reports to the Internet. In addition, you can have one
schedule activate several reports, allowing you to batch reports and run them automatically.

Creating a New Schedule


When you create a new schedule in Reporter Real-Time, you can select to create a
schedule, alarm schedule, or readerboard schedule. In Reporter, you can create a
schedule only.
To create a new schedule:
1. EITHER, Click the New button on the toolbar.
OR, Click the Menu button on the toolbar and select New Schedule (or Alarm or
Readerboard Schedule).
OR, Right-click the schedule list and select New Schedule from the menu.

REPORTER

2. Program the appropriate fields in the following tabs:

General Tab

Reports Tab (Reporter schedule only)

Statistics (Reporter Real-Time schedule or Readerboard schedule only)

Alarm List (Alarm schedule only)

3. Click OK when finished or click Cancel to exit without saving changes.

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General Tab
The General tab allows you to name the schedule and define how frequently the schedule will
fire. This tab includes the following fields:
Schedule Name: Enter a unique name that
identifies the schedule.
Every X Schedule: Select this option to
create a schedule that will fire on an interval basis. Then select the desired interval
and select the units for the interval. For
example, to create a schedule that fires
every hour, enter 1 as the interval and
select Hours as the unit. Or, you could
enter 60 as the interval and select Minutes as the unit. You should also choose the
time of day when the schedule should first
fire.
Every Day of Week Schedule: Select this option to create a schedule that will
fire on a particular day of the week. Then select the day of the week on which
you want the schedule to fire. You can also choose Weekdays, which will fire the
schedule once a day for each weekday, and Weekends, which will fire the schedule once a day during the weekend. You should also choose the time of day when
the schedule should first fire.

On Demand: Select this option to fire the schedule only when you select the
schedule in the schedule list and choose Run Now. If selected, the schedule will
not automatically fire.
Starting At: Specify the time of day when the schedule should start. You can
either enter the time of day in the box or click the ellipsis button to quickly pick
from a list of common times. When scheduling a report to run once a day, this
field denotes the time the report will run each day. When scheduling a report to
run more frequently than once a day, this field indicates the time of the schedule
is first fired. For a schedule that frequently fires, the start time is almost irrelevant.
NOTE: This field does not apply if you selected On Demand as the schedule
interval.

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REPORTER

Every Day of Month Schedule: Select this option to create a schedule that will
fire on a particular day of the month. Then select the day of the month on which
you want the schedule to fire. You should also choose the time of day when the
schedule should first fire.

Reports Tab
The Reports tab allows you to configure the
reports that the schedule will fire and what
action will be taken on the reports. This page
includes the following fields:
Report List: Click Add to display a menu
of reports that can be added to the report
list. You can select more than one report for
this schedule, allowing you to batch reports.
NOTE: You can only add one instance of
each report to the report list. Once a report
is added to the list, it cannot be added again.
To remove a report from the list, select the
report and click Remove.
Action: Select the action to perform on these reports. The available actions
include:
View reports: Launches the reports in the main report window as if you had
run them yourself. If any of the reports are already on display, they are
refreshed rather than re-opened.
REPORTER

Print reports: Prints the reports to the printer, based on each reports current
print settings. It is recommended that you manually print each report that you
intend to schedule first to ensure that your chosen print settings are correct.
Export reports: Exports the reports to the filenames that you choose when
you configure the action. On a scheduled export, you cannot launch the
exported files either with the default application or with a specific command
line. If you select an export action, click Configure to choose advanced
options for the export (see page 113). Auto Reporter will not accept the
schedule until this is complete.
Publish reports: Publishes the reports to the site that you choose when you
configure the action. If you select a publish option, click Configure to
choose advanced options for the publishing (see page 118 for programming
details). Auto Reporter will not accept the schedule until this is complete.
See the Users Manual for a list of Auto Reporter templates.
E-mail reports: E-mails the reports to the addresses that you choose when
you configure the action. If you select an e-mail option, click Configure to
choose advanced options for e-mailing (see page 118 for information about
the E-Mail Wizard and the following pages for information about additional
screens). Auto Reporter will not accept the schedule until this is complete.

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NOTE: If you click Configure for exporting, publishing, or e-mailing reports, the
appropriate page of the associated wizard is automatically invoked. For example,
if you click Configure for publishing reports, the Publish Wizard is displayed.

E-Mail Message Option


When e-mailing reports in a
schedule, you need to tell the
schedule which e-mail profile to
use. This is configured when you
are adding a schedule that e-mails
reports.
If you always have your e-mail
application open, select I always
keep my e-mail client open. With
this option selected, Auto
Reporter will use any currently
logged on profiles when sends an
e-mail. This is the easiest option because your e-mail application will already be
logged on and functioning.
If you do not always keep your e-mail application open, select I want to use this profile for sending e-mails. You should also choose this option to have Auto Reporter
If you choose to use a particular profile, you must select the desired e-mail profile.
Auto Reporter will try to locate any configured profiles on your computer. If you cannot find your profile, enter its name rather than choosing it from the drop-down list.
NOTE: You must choose a profile that does not require any user interaction. Auto
Reporter may need to e-mail reports when you are not at your desk, and if the profile
needs extra information (such as username and password), it will fail to initialize the
profile and will not send the scheduled e-mails. Most e-mail applications do not require
you to logon.

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REPORTER

use a profile other than your default for sending e-mails.

E-Mail Options
When e-mailing reports in a
schedule, you must specify the email destination and the contents
of the message. Auto Reporter
will include the exported reported
files as attachments in your message.
While in this screen, complete the
following fields:
To: Enter a semi-colon-separated list of destination e-mail
addresses. Or, click To to display your standard address book.
CC: Enter a semi-colon-separated list of e-mail addresses that will receive a cc of
the message. Or, click CC to display your standard address book.
Subject: Enter a suitable subject to use for the message.
Message: Enter your message text to include in the message body when sending
the e-mail.

Statistics Tab

REPORTER

The Statistics tab allows you to configure the


statistics that will be displayed on a statistic or
readerboard schedule and includes the following
options:
Statistics: Displays the statistics that are
currently selected for publishing in this
schedule. This list includes the statistic
name and the filter that will be applied to
the statistic, if any.
Add: Click this button to display a menu of
statistics that can be added to your schedule. When you select a statistic from the
menu, it is automatically added to the list.
NOTE: You can add a maximum of 25 statistics to a statistic schedule and ten
statistics to a readerboard schedule.

Remove: Click this button to remove the highlighted statistic from the list.

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Filter: Click this button to display a list of filters that have been created in
Reporter Real-Time. When you select a filter from the list, it is automatically
applied to the highlighted statistic.
Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export; and
for alarms, this is Publish.
You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113
for Export Wizard information and page 118 for Publish Wizard information). You
must configure your statistics before can accept your changes.

Alarm List Tab


The Alarm List tab allows you to configure how
alarms will be published in an alarm list schedule. This tab includes the following fields:
Display the last n alarms: Select this
option to always publish a fixed number of
alarm events. Then specify the number of
alarm events that you want to publish. The
schedule will publish as many alarm events
as it can, up to the specified maximum.

NOTE: If you specify a large time period with lots of alarms firing, the schedule
may not be able to publish alarm events for the entire period. This is because the
alarm list has a maximum size of 20,000 alarm events.
Action: Displays the action that will be taken to publish your statistic(s). For statistic schedules, this is Publish; for readerboard schedules, this is Export, and
for alarms, this is Publish.
You can also click the Configure button to configure how your statistics will be published or exported. This invokes the Scheduled Publish/Export wizard (see page 113
for Export Wizard information and page 118 for Publish Wizard information). You
must configure your statistics before can accept your changes.
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Display the last n minutes: Select this


option to always publish a given period of
alarm events. Then specify the number of
minutes worth of alarm events to publish.
For example, to publish an hours worth of
events, enter 60 in this field. When the schedule fires, it publishes all alarm
vents that were created within the specified time period you specify, from the
time that the schedule fires.

Editing a Schedule
To edit an existing schedule:
1. EITHER, Highlight the desired schedule and click the Edit button on the toolbar.
OR, Right-click the schedule to edit and select Edit Schedule from the menu.
2. Make the necessary changes in the tabs described under Creating a Schedule.
3. Click OK when finished or click Cancel to exit without saving changes.
The schedule is inactive while being edited and will not fire.

Deleting a Schedule
To delete a schedule, highlight the schedule to delete and click the Delete button on
the toolbar. Or, right-click the schedule to delete and select Delete Schedule. At the
prompt, click Yes to delete the schedule or No to cancel the action.
NOTE: Once a schedule has been deleted, it cannot be retrieved without recreating
the original schedule.

Enabling/Disabling Schedules
When you create a schedule, it is automatically enabled and will fire at the subsequent
scheduled fire times. There may be occasions, however, when you do not want the
schedule to fire. During these times, you must disable the schedule.
REPORTER

To enable/disable the schedule, right-click the schedule to disable/enable, and select


the Disable (or Enable) Schedule option from the menu.
When a schedule is enabled or disabled, its status icon will change appropriately (see
page 131 for a list of possible icons).
NOTE: If the schedule is already disabled, the Disable Schedule option will not be
available. If a schedule is already enabled, the Enable Schedule option will not be
available.

Running Schedules on demand


To run a schedule on demand (i.e., before it is scheduled to fire), highlight the schedule to run and click the Run Now button on the toolbar. Or, right-click the schedule
that you want to run and select Run Now.
NOTE: Running a schedule before its next scheduled time does not disable the schedule. It will run again at its next scheduled time.

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Reporter

Reporter Real-Time
Reporter Real-Time (or Reporter RT) is an application that shows real-time external
call statistics, allowing you to see real-time details against all or selected call criteria
on the telephone system. Not only will it show the current extension, agent, and trunk
activity, it will include detailed information such as the callers identity, DID number
used, etc. With Reporter Real-Time, you can tell who is involved in a call (including
the distant end), how long the call took to answer, and how long the call has been in
progress. You can also summarize information across the telephone system or by
extensions, agents, or trunks. You can filter information, enabling you to summarize
information based on group, DID number, telephone number, etc. You can also add a
Direct Station Selection (StationViewer) tile, that allows you to monitor the current
call activity of extensions and/or agents.

STARTING REPORTER REAL-TIME


To start Reporter Real-Time:
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Reporter and then the Reporter Real-Time menu item. After a short wait,
Reporter Real-Time will start.

CONFIGURING REPORTER REAL-TIME


If this is the first time Reporter Real-Time has been run after installation, Reporter
Real-Time will invoke a configuration wizard, containing the following pages:
Welcome To Reporter Real-Time: Click Next to continue.

Extension For Call Control: Enter the supervisors extension device number
(not agent ID). If you have connected Server to an Inter-Tel telephone system,
you should also enter the supervisors Talk voice mailbox (if the site has a Talk
voice mail system).
Finished: Click Finish.
You can modify these configurations at any time while running Reporter, as described
in the Users Manual.

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REAL-TIME

Search For Server: If the network configuration on your computer is correct and
Server has already been appropriately configured, Reporter Real-Time should
automatically list the CTI Servers available on the same computer network. You
may have to wait several minutes while Reporter Real-Time interrogates the
computer network. Select the CTI Server (Server) to connect, then click Next.

Reporter RT Reporter Tile Configuration


The following only applies if you have purchased the Reporter Real-Time Reporter
license (for information on the Pro license, see page 143). At the very minimum, the
following should be configured:
A Deskboard Tile showing Calls Waiting.
A Deskboard Tile showing Lost Calls.
A Deskboard Tile showing Longest Waiting.
A Deskboard Tile showing Longest Waiting Today.
An Extension List Tile.
The above is automatically configured for you by the Reporter Real-Time installation
program. However, you should remove the Agent List tile. This cannot be used unless
you have purchased the Pro license (see page 143).

Reporter RT Reporter Filter Configuration


The following only applies if you have purchased the Reporter Real-Time Reporter
license (for information on the Pro license, see page 143). With a Reporter license,
you should configure and apply the following filters:
Calls For Support Group: This filter restricts all of the Deskboard tiles to only
show statistics for the calls handled by the supervisor groups. To program this filter, add a new filter (see page 185). Then, in the Call Route tab, select the group
number that represents the calls handled by the supervisors team in the Call First
Rang At Extension/Group section.

REPORTER
REAL-TIME

Extensions In Support Groups: This filter restricts the Extension List tile to
show only individuals within the group that the supervisor manages. To program
this filter, add a new filter (see page 185). Then, in the General tab, enter the
extensions that represent the supervisors team (e.g., 220-240, 245).

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Reporter RT Pro Tile Configuration


The following only applies if you have purchased the Reporter Real-Time Pro license.
At the very minimum, the following should be configured:
A Deskboard tile showing Calls Waiting.
A Deskboard tile showing Lost Calls.
A Deskboard tile showing Longest Waiting.
A Deskboard tile showing Longest Waiting Today.
An Agent List tile.
The above is automatically configured for you by the Reporter Real-Time installation
program. However, you should remove the Extension List tile (see page 176 for information on removing a tile).

Reporter RT Pro Filter Configuration


The following only applies if you have purchased the Reporter Real-Time Pro license.
With a Pro license, you should configure and apply the following filters:
Calls For Support Group: This filter restricts all of the Deskboard tiles to only
show statistics for the calls handled by the supervisor groups. To program this filter, add a new filter (see page 185). Then, in the Call Route tab, select the group
number that represents the calls handled by the supervisors team in the Call First
Rang At Extension/Group section.
Agents In Support Groups: This filter restricts the Agent List to show only
individuals within the group that the supervisor manages. To program this filter,
add a new filter (see page 185). Then, in the Pro Hunt Groups tab, enter the hunt
groups that agents within the supervisors team log into (e.g., 20504, 2051420519).

REPORTER
REAL-TIME

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REPORTER REAL-TIME WINDOW


Reporter Real-Times main window consists of two main areas: the toolbar and the
tile area.
Toolbar

Tile Area

Toolbar
The toolbar contains a number of buttons that let you control Reporter Real-Time.
Some of the buttons display pop-up menus, while others perform a command immediately, as described in the following table.
Button

Description

Displays the main menu where you can access most commands (see
page 145).

REPORTER
REAL-TIME

Immediately saves your settings to disk.


Displays the Add Tile menu, allowing you to add a tile to the Tile Area
(see page 158).
Displays the Filter Manager for creating and editing filters (see
page 185).
Displays the Configure View dialog box (see page 185).
Displays the Network Settings dialog box (see page 83).
Repositions the tiles in a particular style. Use the drop-down arrow to
view the various options.
Displays a menu of tiles that you currently have displayed. Use the
drop-down arrow to view the various options.

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Button

Description

Answers the call ringing at this extension.


Drops all calls at this extension.
Holds a call or retrieves a held call at the Call Control extension. (see
page 69)
Completes an inquiry transfer from the Call Control extension. (see
page 69)
Displays the Auto Reporter menu, allowing you to configure Auto
Reporter schedules (see page 131).
Launches Reporter (see the previous chapter).
Displays the Node Status dialog (see page 147).

Tile Area
The Tile Area is a container for all tiles. You can move the Tile Area around by clicking on the light blue background and dragging it.

Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:

) on the toolbar. The fol-

Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 185). This is the same as selecting the Filter Manager button ( ) in
the toolbar.

Network: This option displays the Network Settings dialog box, allowing you to
configure the network connection to the CTI Server (Server). This is the same as
selecting the Network button ( ) in the toolbar.
Help Topics: Displays the help file.
About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes Reporter Real-Time and saves the current configuration.

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REPORTER
REAL-TIME

Options: This option displays the Configure View dialog box, allowing you to
configure global options (see page 185). This is the same as selecting the Options
button ( ) in the toolbar.

Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile in the Tile Area.

You have the following options:


Zoom: Enlarges the selected tile (see page 176). If the tile is already enlarged,
this option is Unzoom.
Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar
is already hidden, this option is Show Main Titlebar.
Cut: Cuts the selected tile and copies it to the clipboard (see page 177).
Paste: Inserts the tile currently stored in the clipboard (see page 177).
Copy: Copies the selected tile to the clipboard (see page 177).
Remove: Removes the tile from the tile area (see page 176).
Properties: Displays the tiles current settings (see page 176).
REPORTER
REAL-TIME

Add Tile: Allows you to add a tile (see page 158). This is the same as selecting
the Add Tile button (
) in the toolbar.
NOTE: When using the shortcut menu to perform an action on a particular tile (e.g., to
remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want
to remove).

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Node Status
The node status dialog provides a continually updated view of the state of all nodes in
a multi-node telephone switch environment. Each node is displayed as a single line
consisting of a status icon, node number, node description and status text.
When the telephone system is started, each of the nodes is placed in a list. Server processes these nodes sequentially. Nodes that are waiting to be initialized have a Waiting for Initialization status associated with them. As Sever processes each node
individually, the node being processed is moved to the Initializing state. Once initialized, the node is considered active. If the number of licences that are available is less
than the number of nodes in the system, those nodes that exceed the license limit are
marked as'Unlicensed.
NOTE: The node status dialog is only available when Reporter Real-Time is running in
conjunction with the Inter-Tel telephone system and Server is connected through the
CT Gateway application to a system of networked telephone system nodes. Additionally, Server also needs to be appropriately licensed for the number of telephone system
nodes, as depicted by the Number of Nodes license.

To access information on node status, from the main toolbar, click the Node Status
icon ( ).
The following status icons are available for nodes.
Icon

Description

Disabled. This status is displayed if the node that the status icon depicts, is disabled.
Waiting for Initialization. This status is displayed if the node that the status icon
depicts is waiting for initialization. The node is in the list of nodes that is to be
processed by Server.

Active. This status is displayed if the node that the status icon depicts is active.
Unlicensed. This status is displayed if the node that the status icon depicts is
unlicensed. Nodes are only marked as being unlicensed if the number of nodes
on the system is greater than the number of node licenses that are available.

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REPORTER
REAL-TIME

Initializing. This status is displayed if the node that the status icon depicts is
being initialized. Server is currently processing the node.

TILES
The basic building block of Reporter Real-Time is the tile. There are several types of
tiles, each of which can display information in different ways. Based on the type of
information you want to see, you should choose the appropriate type of tile, as
explained in this section.

Calls Waiting Tile


Before setting up a tile that displays Calls Waiting, you should consider the following:
Filtering: The filter should be set up for the hut group number as the device first
rung. Do not put any extensions or agents in the General tab if you are looking
for Calls Waiting on a hunt group. Putting the hunt group number in the ACD
Hunt Groups tab is not enough; the hunt group must still be in the Call First Rang
At Extension/Group field on the Call Route Tab.
Call Segmentation: If Call Segmentation is disabled, there can only be one
device that is considered first rung. Therefore, if a call is recalled to a different
hunt group, Calls Waiting would show 0 for the second hunt group because the
first hunt group is considered first rung. If Call Segmentation is enabled, each
call segment has a corresponding device as the device that first rang and is, therefore, not affected.
Announcements/Overflows: When a call is ringing for a hunt group, Calls Waiting and/or All Calls Ringing will decrease during Announcement and Overflow
messages unless the application numbers and Voice Mail devices are entered in
the Extensions section of Data Manager in Server. Each of these must also have
the Yes, this device is treated as not yet answered and Yes, this device is treated
as not yet rung flags enabled.

Deskboard Tiles
REPORTER
REAL-TIME

Deskboard tiles are used to display a single call summary statistic. If you only want to see information for a
particular set of extensions, such as a particular group
of agents, you can add a filter to the tile. The statistic
can also have an associated alarm, which will notify
you when the statistic falls within a certain range.

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Reporter Real-Time

Multi Stat Tiles


Multi Stat tiles are similar to Deskboard
tiles, but they display several call summary statistics in a list format. Applying a
filter to this tile affects all statistics on the
tile, allowing you to view similar statistics
for a given filter, such as a group of
agents. Each statistic can have an associated alarm, which will notify you when the
statistic falls within a certain range.

Graph (Multi Stat) Tiles


This graph tile displays several
similar statistics on one graph.
This data can be graphed as
either a bar, column, or pie
chart with various other options.

Graph Over Time Tiles

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REPORTER
REAL-TIME

This graph tile displays a single


statistic over a period of time.
The statistic can also be summarized by a particular time period
(e.g., every 15 minutes) to give
an indication of telephone activity over time.

149

Graph by Device Tiles


This graph tile displays a single
statistic for every device of a
particular type (e.g., agents,
extensions, etc.). This allows
you to visually compare a particular statistic, such as total talk
time, against a group of agents.

StationViewer Tiles
StationViewer tiles display StationViewer buttons that indicate
the current status of an extension or agent. Each button contains
a lamp (bulb) and an icon that depicts the state of the device. The
device extension and description (usually the username) is also
displayed, allowing you to easily identify who is busy, idle, etc.
StationViewer list tiles are not filtered like other tile types.
NOTE: When you add a StationViewer tile, it is empty. You must
populate the tile with extensions or agents as described on
page 167.
The lamp indicators are configurable, allowing you to choose the desired color for
busy, DND, idle, etc. (see page 167). The icons, however, are not configurable and
differ for extensions and agents, as indicated in the following table.
Button

Description

REPORTER
REAL-TIME

An outbound call is ringing on this extension.


An inbound call is ringing in on this extension.
A call is answered on this extension.
A call is held on this extension.
A call is answered and held on this extension.
Agent is logged out.
Agent is logged in.

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In addition to providing lamp indicators and icons,


StationViewer buttons display a tooltip when you
pause the mouse pointer over a button. This tooltip
provides the following information:
Agent: (Available in agent mode only) Displays
the name or ID of the agent.
Device: Indicates the extension number of the device.
Description: (Available in extension mode only) Displays the description for that
device as programmed in the phone system. This is usually the username.
Current Status: (Available in agent mode only) Displays the current status of the
agent (e.g., free, busy, wrapup, logged out, etc.).
On call to: Displays the Caller ID name or number of the caller to which the StationViewer extension is currently connected. For IC calls, this is the description
(username) of the caller.
DND: Indicates the DND status. If DND is enabled, the DND message is displayed (e.g., GONE HOME).
FWD: Indicates the forwarding status of the phone. If the phone is forwarded, the
type of forward is displayed (e.g., ALL CALLS).
NOTE: You can also use the StationViewer buttons to handle calls associated with the
StationViewer extensions/agents (see the Users Manual for details).

Extension List Tile

REPORTER
REAL-TIME

This tile displays various statistics per extension


using either icons or a report list. In addition to displaying information, such as the Caller ID of the call
on the extension, the tile can display summary information for each extension, such as total talk time,
calls handled, etc. The list can also have an associated alarm, which will notify you when calls on an
extension have been ringing for longer than a specified period.
This tile uses a color scheme to indicate the status of
calls. For example, the background color of each list
item denotes whether the call active on the extension
is inbound or outbound, while the foreground color
of each item denotes whether the call is answered,
ringing, or on hold.

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The images in the Status field change, depending on the status of the call that is active
at the extension, as described in the following table.
BUTTON

DESCRIPTION

An inbound call is ringing in on this extension.


An outbound call is ringing in on this extension.
A call is answered on this extension.
A call is held on this extension.
A call is answered and held on this extension.

When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the extension numbers based on the number of calls in,
select Calls In first, then hold down the SHIFT key and select No/ID.
You can also auto-size a column by selecting the column header while holding down
the ALT key.

REPORTER
REAL-TIME

Agent List Tile

This tile displays various statistics per agent using either icons or a report list. In addition to displaying information, such as the Caller ID of the call at the agent extension,
the tile can display summary information for each agent, such as total time logged
in,% busy time, etc. The list can also have an associated alarm, which will notify you
when the agent has been in a particular state for longer than a specified period.

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This tile uses a color scheme to indicate the status of the agent. For example, the
background color of each list item denotes whether the agent is free, busy, etc.
The images in the Status field change, depending on the status of the agent, as
described in the following table.
BUTTON

DESCRIPTION

Agent is logged out.


Agent is logged on.
An inbound call is ringing in on this agent.
An outbound call is ringing in on this agent.
A call is answered on this agent.
A call is held on this agent.
A call is answered and held on this agent.

When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the agent extension based on the number of completed
calls in, select Completed Calls In first, then hold down the SHIFT key and select No/
ID.

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REPORTER
REAL-TIME

You can also auto-size a column by selecting the column header while holding down
the ALT key.

Trunk List Tile

This tile displays various statistics per trunk using either icons or a report list. In addition to displaying information, such as the Caller ID of a call on the trunk, the tile can
display summary information for each trunk, such as calls handled, average ring time,
etc. The list can also have an associated alarm, which will notify you when calls on a
trunk have been ringing for longer than a specified period.
This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON

DESCRIPTION

An inbound call is ringing in on this trunk.


An outbound call is ringing in on this trunk.
A call is answered on this trunk.
REPORTER
REAL-TIME

A call is held on this trunk.


A call is answered and held on this trunk.

When you are viewing the information in the report format, you can sort the information in the columns by selecting the column header. This will toggle between ascending and descending order, which is indicated by a grayed-out arrow ( ). If you want
to sort by more than one column, select the column that you want to sort by first.
Then, hold down the SHIFT key and select the next column you want to sort. For
example, if you want to sort the trunk line number based on the extension where the
call first rang, select First Rang On first, then hold down the SHIFT key and select
No/ID.

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Extension Detail Tile


This tile displays every available statistic
for a given extension and graphs some of
this information.

Agent Detail Tile


This tile displays every available statistic
for a given agent and graphs some of this
information.

REPORTER
REAL-TIME

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WORKING WITH TILES


This section describes how to add, change, and remove tiles as well as how to manipulate and personalize your tiles.

Adding Tiles with the New Tile Wizard


When creating tiles, you can either use the New Tile Wizard or create a blank tile of a
specific type and set its properties. The New Tile Wizard enables you to quickly create many variations of available tiles without having to worry about some of the more
detailed properties. Although creating a tile using the property sheets gives you access
to all properties for a tile, it may take slightly longer to create.
To invoke the New Tile Wizard, select Add Tile from the main menu ( ) or shortcut
menu, and select New Tile Wizard. Or, you can click the Add Tile button ( ) on the
toolbar and select New Tile Wizard. The wizard will display the following pages,
depending on your selections:
Welcome: Select the type of tile you want to create, and click Next.
NOTE: Because there are no statistics or filters associated with a StationViewer
tile, if you select a StationViewer tile and click Next, the last wizard screen is displayed. The StationViewer List Tile only supports agents if a Pro license has been
obtained from Server.

ALSO: You can double-click on a tile in the list to select that tile type and automatically proceed to the next page of the wizard.

Choose a Statistic: Select the statistic you want to display in the tile, and click
Next.

REPORTER
REAL-TIME

Choose your Statistics: Select the statistics you want to display if you selected
the Multi Stat or Graph (Multi Stat) tile type, and click Next. You have the following options:
To add a statistic, highlight the statistic in list box on the left and click Add.
The statistic will appear in the list box on the right.
To remove a statistic, highlight the statistic in the list box on the right and
click Remove. The statistic will appear in the list box on the left.
NOTE: When creating a Graph (Multi Stat) tile, you can only choose statistics that
use the same unit of measurement (e.g., time, number, etc.). You can initially
choose any statistic to add, but you will not be allowed to add subsequent statistics unless the units are the same. The Add button is grayed-out if you have
selected a statistic that uses different units.

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Choose a Device Type: Select the type of device you want to graph, and click
Next. This page only displays if you selected a Graph by Device tile type.
Choose a List Type: Select the type of information you want displayed for a list
tile, and click Next. This page only displays if you selected an Extension, Agent,
or Trunk List tile type.
Choose a Device: Use the drop-down box to select the device for which you
want to display details, and click Next. This page only displays if you selected an
Extension or Agent Detail tile type.
Choose an Update Interval: Enter the time interval, using the format hh:mm:ss,
to indicate the time period you want to use for displaying data, and click Next.
This page only displays if you selected the Graph over Time tile type.
Choose a Filter: Select whether you want to create a new filter, not use a filter,
or choose a filter from the list.
If you select Choose a filter from the list, the list box will display all available filters. Select a filter, and click on Next.
If you select Dont apply filter, the All Calls filter is applied to the tile.
Click Next.
If you select Create a filter, the next page that displays will allow you to create a basic filter. Click Next.
Create a Filter: Enter a name for the filter, select the type of filter you want to
apply (e.g., by extension, agent, or DID), and use the drop-down box to identify
the devices you want to include, separated by commas. Click Next when finished.
This page only displays if you selected Create a filter from the Choose a Filter
page.
Congratulations: Select Show the tiles properties once it has been created
to immediately display the property sheet (see the next section). Do not select this
option if you want the main window to display. Click Next to create the tile.
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Adding Tiles Using Property Sheets


To create tile using property sheets, select Add Tile from the main menu ( ) or the
shortcut menu (right-click,) or click the Add Tile button ( ) on the toolbar. Then
select the type of tile you want to create. Follow the instructions based on the tile you
are creating, as described in the following pages.

Adding a Deskboard Tile


The Deskboard tile is identical to those tiles displayed in Deskboard. Refer to Adding
A New Tile (page 45) of the RealViewer section for information on creating a Deskboard tile.

Adding a Multi Stat Tile


To add Multi Stat tiles:
1. Select the Multi Stat Tile option from the
Add Tile menu. The Multi Stat Properties
page displays.

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2. Complete the following fields in the General tab:

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Caption: Enter the title you want displayed above the tile.

Filter: Use the drop-down list to


select a filter to apply to the tile. This
filter is automatically applied when
you click OK. If needed, you can click
Add to display the Add New Filter
dialog, which will allow you to create
a new filter. If you create a new filter,
it is automatically selected as your preferred filter for this tile. See page 185
for details on filters.

Reporter Real-Time

3. Select the Statistics tab.


If you are editing the tile, this page displays
the currently available statistics, indicating
their color and whether or not they have an
associated alarm. If you are creating a new
tile, this page is blank. You have the following programming options:

Add: Allows you to add a statistic by


displaying a menu containing groups of
statistics. When you select a group, a
submenu displays all statistics of that
type. Selecting a statistic automatically
adds it to the list, using the defaults for
that statistic.

Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.

Properties: Displays the Configure Statistic dialog for the selected statistic. This
allows you to change the statistic being
displayed, the color of the statistic, and
whether or not an alarm is associated with
the statistic.
To change the statistic to display, select the
ellipsis (...) button and choose the new statistic from the menu.
To change the text colors, use the dropdown box to make your selection.

Click OK to save your settings, or click Cancel to exit without saving


changes. You are returned to the Multi Stat Properties page.

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To add an alarm, select the Activate the


alarm on this item and click Alarm Settings (see page 48 for details).

Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.

NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.

4. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is added to the Tile Area.

Adding a Graph (Multi Stat Tile)


To add a Graph (Multi Stat) tile:
1. Select Graph (Multi Stat) Tile from
the Add Tile menu. The Graph
(Multi Stat) Properties page displays.

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2. Complete the following fields in the


General tab:

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Caption: Enter the title you


want displayed above the tile.

Filter: Use the drop-down list


to select a filter to apply to the
tile. This filter is automatically
applied when you click OK. If
needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is
automatically selected as your preferred filter for this tile. See page 185 for
details on filters.

Reporter Real-Time

3. Select the Scale tab. This page


allows you to manually override the
scale used to display the graph. By
default, Reporter Real-Time will
automatically calculate the scale
whenever the data in the graph
changes so that the data will always
fit within the available space.
Complete the following fields:

Automatic Scaling: Select Let


me choose the scale values to
use to override the scale

selected by Reporter Real-Time


and enable the other fields in
this page. If you do not select
this option, Reporter Real-Time will automatically choose the scale that fits
all of the data in the graphs window.

Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.

4. Select the Graph tab.


If you are editing the tile, this page displays the currently available statistics,
indicating their color and the style of the
graph (e.g., pie, bar, etc.). If you are creating a new tile, this page is blank. You have
the following programming options:

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Add: Allows you to add a statistic by


displaying a menu containing groups
of statistics. When you select a group,
a submenu displays all statistics of
that type. Selecting a statistic automatically adds it to the end of the list,
using the defaults for that statistic.

NOTE: You cannot graph statistics that use different units, and Reporter RealTime will restrict the available statistics based on your current selection. If you are
creating a new tile, you can initially select any statistic. Once you have added that
statistic, however, the Add menu will only display those other statistics that utilize
the same units. If there are no other statistics available, the Add button will be disabled (grayed-out).

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Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.

Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.

NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.

Graph Style: Use the drop-down list to select the style of graph you want to
display. The available options depend on the data you are including.

To change a statistics color, click on the color box, or select the statistic and press
the space bar on your keyboard. Then make your selection from the list of available colors that displays.
5. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the new tile is included in the Tile Area.

Adding a Graph Over Time Tile


To add a Graph Over Time tile:
1. Select Graph Over Time from the
Add Tile menu. The Graph Over
Time Properties screen displays.

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2. Complete the following fields in the


General tab.

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Caption: Enter the title you


want displayed above the tile.

Filter: Use the drop-down list


to select a filter to apply to the
tile. This filter is automatically
applied when you click OK. If
needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is
automatically selected as your preferred filter for this tile. See page 185 for
details on filters.

Reporter Real-Time

3. Select the Scale tab. This page


allows you to manually override the
scale used to display the graph. By
default, Reporter Real-Time will
automatically calculate the scale
whenever the data in the graph
changes so that the data will always
fit within the available space.
Complete the following fields:

Automatic Scaling: Select Let


me choose the scale values to
use to override the scale

selected by Reporter Real-Time


and enable the other fields in this page. If you do not select this option,
Reporter Real-Time will automatically choose the scale that fits all of the
data in the graphs window.

Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.

4. Select the Update tab, and complete


the following fields:
Update Frequency: Enter the
interval, in seconds, for which
you want the graph to collect
information and plot on the
graph, or use the scroll bar to
make your selection.

Time Period: Use the slider to


select how many points you
want to collate, which defines
the total time period the graph
will display (i.e., including current and historical data). For every interval (specified by the Update Frequency), Reporter Real-Time will calculate the total, average, minimum, and
maximum values for the statistic and plot these on the graph. Your selection
is displayed to the right of the slider, allowing you to choose to graph only
the last few seconds of data or as far back as the start of the day (i.e., midnight).

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5. Select the Graph tab., and complete


the following fields:

Statistic: Indicates the statistic


that the graph will display. Click
the ellipsis (...) button to choose
a different statistic.

Show Maximum Value: Select


this option to display the maximum value on the graph.

Show Minimum Value: Select


this option to display the minimum value on the graph.

Show Current Value: Select


this option to display the current value of the statistic at the end of each time
interval.

Current Value Displays As Average: Select this option to display the current value as a moving average, rather than the value of the statistic at the
end of the time interval. If you selected Show current value and you check
this box, the current value is displayed as an average. This is useful for statistics such as Busy Lines or Inbound Call Rate.

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6. Select the Call Colors tab, and


complete the following fields:

Current Value: Use the dropdown list to select the color to


use for current or average values, if applicable.

Maximum Value: Use the


drop-down list to select the
color to use for maximum values, if applicable.

Minimum Value: Use the


drop-down list to select the
color to use for minimum values, if applicable.

Style: Use the drop-down list to choose the format of the graph. Your options
are Bar Graph, Area Graph, or Line Graph.

7. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.

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Adding a Graph By Device Tile


To add a Graph by Device tile:
1. Select Graph by Device from the
Add Tile menu. The Graph by
Device Properties dialog displays.
2. Complete the following fields in the
General tab:

Caption: Enter the title you


want displayed above the tile.

Filter: Use the drop-down list


to select a filter to apply to the
tile. This filter is automatically
applied when you click OK. If
needed, you can click Add to
display the Add New Filter dialog, which will allow you to
create a new filter. If you create a new filter, it is automatically selected as
your preferred filter for this tile. See page 185 for details on filters.

3. Select the Scale tab. This page


allows you to manually override the
scale used to display the graph. By
default, Reporter Real-Time will
automatically calculate the scale
whenever the data in the graph
changes so that the data will always
fit within the available space.
Complete the following fields:

Automatic Scaling: Select Let


by Re porter R eal-Time and
enable the other fields in this
page. If you do not select this option, Reporter Real-Time will automatically
choose the scale that fits all of the data in the graphs window.

Call Center User Guide

Scale: Enter the values you want to use for the minimum and maximum
points on the graph (the units available depend on the graph data selected in
the Graph tab). Or, use the scroll bars to select the values.

165

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me choose the scale values to


use to override the scale selected

4. Select the Graph tab, and complete


the following fields:

Graph By Trunk Line: Select


this option to display the statistic for each trunk device
included in the filter.

Graph By Extension: Select


this option to display the statistic for each extension device
included in the filter.

Graph By Agent: Select this


option to display the statistic for
each agent device included in
the filter.

Graph Style: Use the drop-down list to select the style of graph you want
displayed.

Use Device Description For Labeling Items: Select this option to include
the device numbers in the X-axis. If this is not selected, device descriptions
will be used as item labels.

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5. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.

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Adding a StationViewer Tile


To add a StationViewer tile:
1. Select StationViewer View from the
Add Tile menu. The StationViewer
View Properties dialog appears, as
shown below.
2. Complete the following fields in the
General tab:

Captions: Enter a descriptive


title to display above the tile.

StationViewer List Mode:


Select Extension List to add
extensions to the StationViewer
tile or Agent List to add agents.

NOTE: The Agent List option is


available only if using a Pro license
(see the Users Manual).
ALSO: The title of the second tab changes depending on which StationViewer list
mode you select. For example, if you select Agent List, the second tab changes
from Extensions to Agents.

3. Select the Extensions (or Agents)


tab.
Add, remove, or move extensions/
agents, as described below.
To add extensions/agents, click
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Add to display a menu containing

the available devices and their associated descriptions. Select a device


to automatically add it to the end of
the list.
NOTE: Devices that are added to
the list are automatically removed
from the Add menu. This ensures
you do not add the same device
more than once to a StationViewer
tile.

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167

To remove extensions/agents, highlight the device(s) to delete and click


Remove. Because the devices are not deleted from the Add menu, you are not
prompted for a confirmation.
To move an extension/agent, highlight the device(s) to move and click Move Up
or Move Down to move the device(s) up/down in the list. If you move more than
one device at a time, the selected devices are kept in the same order relative to
each other. The order of the devices displayed in this list is the order of the devices
displayed in the StationViewer tile.
NOTE: You can remove/move more than one extension at a time. To select
extensions that are displayed next to each other, hold down the SHIFT key while
selecting the first and last extension you want to highlight. To select extensions
that are not listed consecutively, hold down the CTRL key while making your
selection.
4. Select the StationViewer Bulb Colors tab.
Use the drop-down list to select the
desired color for the extension or
agent states. The options available in
this tab differ based on extension or
agent mode.

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For extension mode, you can configure the bulb colors for the following
states:

DND Color: Specifies the bulb


color for a device that is in DoNot-Disturb (DND).

Busy Color: Specifies the bulb


color for a device that is currently on a call.

Alerting Color: Specifies the bulb color for a device that is currently ringing.

Idle Color: Specifies the bulb color for a device that is not on a call, in
DND, or alerting.

For agent mode, you can configure the bulb colors for the following states:

168

Logged Out Color: Specifies the bulb color for an agent that is currently
logged out of the hunt group.

Free Color: Specifies the bulb color for an agent that is logged in and is not
currently on a call.
Reporter Real-Time

Free (E-mail) Color: Select the color in which you want agents in the free
(e-mail) state to be drawn.

Busy (Call) Color: Specifies the bulb color for an agent that is logged in and
on a call.

Busy (E-mail) Color: Select the color in which you want agents in the busy
(e-mail) state to be drawn.

Wrapup (Call) Color: Specifies the bulb color for an agent that is in wrapup mode for a call.

Wrapup (E-mail) Color: Select the color in which you want agents in the
wrapup (e-mail) to be drawn.

DND Color: Specifies the bulb color for an agent that is logged in but is currently in DND.

5. Click OK when finished or click Cancel to exit without saving any changes. If
you click OK, the StationViewer tile is added to the Tile Area.

Adding a List (Extension, Agent, or Trunk) Tile


There are three different types of list tiles available: Extension, Agent, and Trunk.
Each displays information that pertains only to the extension, agent, or trunk and that
match the parameters programmed in the associated filter.
To add a list tile:
1. Select Extension List, Agent List,
or Trunk List from the Add Tile
menu. The List Properties dialog displays.
2. Complete the following fields in the
General tab:
Use Large Icon View: Select
t h i s o p t i o n t o d is p l a y e a c h
extension/agent/trunk using a
large icon. The requested fields,
as specified in the Fields tab, are
shown below this icon, and
extensions are grouped in a grid
format.

Use Small Icon View: Select


t h i s o p t i o n t o d is p l a y e a c h
extension/agent/trunk using a
small icon. The device number
and description are shown next to this icon, and extensions are grouped in a
grid format.

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169

Use Report View: Select this option to display each extension/agent/trunk in


a list, with a single column for each piece of information. Each column can
be individually resized and sorted (see pages 151 through 154). You can also
scroll vertically through the extensions and horizontally through the columns.

Always Show The Same Items: Select this option to show all extensions/
agents/trunks with a device number contained within the filters extension/
trunk or agent group list, regardless of whether or not a call is active on the
extension/trunk. If this is unchecked, the list will only show extensions/
agents/trunks that are currently on a call that conforms to the rules of the filter.

Color and Alarm Based On Call State: Select this option to highlight
extensions/agents/trunks in the list based on the type of call active at that
extension/trunk (e.g., inbound or outbound, ringing, or answered). The list
can also be alarmed against ring time so that extensions/agents/trunks in the
list flash if a call has been ringing for longer than a given period of time.
This option enables the Call Colors and Call Alarms tabs of the property
sheet.

Color and Alarm Based On ACD Agent State: Select this option to highlight extensions/agents in the list based on the status of the ACD agent
logged in at the corresponding extension. The list can also be alarmed
against the amount of time agents are spending in different agent states. This
option enables the Agent Colors and Agent Alarms tabs of the property
sheet.
NOTE: This option is not available if you are creating a Trunk List tile.

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Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred
filter for this tile. If Always show the same items is checked, only the Extension/Trunk or Agent list part of the selected filter will be used (i.e., the
extensions/trunks or agents listed in the General page of the filter). See
page 185 for details on filters.

Reporter Real-Time

3. Select the Call Colors tab, if applicable.


Use the corresponding drop-down box
to select the desired colors for the following:

Inbound Color: Indicates the


background color for extensions/
trunks that are currently active on
an inbound, external call.

Outbound Color: Indicates the


background color for extensions/
trunks that are currently active on
an outbound, external call.

Ringing Color: Specifies the


text color for extensions/trunks
that are currently ringing.

Answered Color: Identifies the


text color for extensions/trunks
that are currently ringing.

On Hold Color: Indicates the text color for extensions/trunks that are currently on hold.

NOTE: The fields in the Call Colors tab are only enabled if the Color and alarms
based on call state option is checked in the General tab (page 170).

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171

4. Select the Call Alarms tab, if applicable, and complete the following
fields:

Enable the Alarm: Select this


option to enable the alarm. You
can also deactivate a firing
alarm by deselecting this box.

Alarm Settings: Click this button to program the alarm settings (see page 48). The alarm
you program, however, will not
fire unless you select the Enable
the alarm option.

NOTE: The fields in the Call Alarms


tab are only enabled if the Color and
alarms based on call state option is
checked in the General tab
(page 170).

5. Select the Agent Colors tab, if applicable.

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Use the drop-down list to select the


desired background colors for the
following states:

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Free color: Indicates agents that


are in the free state.

Free E-mail color: Select the


color in which you want agents
in the free (e-mail) state to be
drawn.

Busy (call) color: Specifies


agents that are currently busy (on
a call).

Busy (e-mail) color: Select the


color in which you want agents
in the busy (e-mail) state to be
drawn.

Wrapup (call) color: Identifies agents that are in the wrapup state.

Wrapup (e-mail) color: Select the color in which you want agents in the
wrapup (e-mail) to be drawn.
Reporter Real-Time

DND color: Indicates agents that have their extension in DND.

NOTE: The fields in the Agent Colors tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab
(page 170).
ALSO: This tab is not available if you are creating a Trunk List tile.
6. Select the Agent Alarms tab, if applicable.
Complete the following fields:
Alarm free state: Select this
option to enable an alarm for any
agent who is in the free state for a
certain period of time. Once
selected, the Alarm Settings button will be enabled (see page 48
for information on programming
alarms). To deactivate the alarm,
deselect this option.

Alarm free (e-mail) state: Select


this option to enable an alarm for
any agent who is in the free (email) state for a certain period of
time. Once selected, the Alarm
Settings button will be enabled
(see page 48 for information on programming alarms). To deactivate the
alarm, deselect this option.

Alarm busy (call) state: Select this option to enable an alarm for any agent
who is in the busy state for a certain period of time. Once selected, the Alarm
Settings button will be enabled (see page 48 for information on programming
alarms). To deactivate the alarm, deselect this option.

Alarm busy (e-mail) state: Select this option to enable an alarm for any
agent who is in the busy (e-mail) state for a certain period of time. Once
selected, the Alarm Settings button will be enabled (see page 48 for information on programming alarms). To deactivate the alarm, deselect this option.

Alarm wrapup (call) state: Select this option to enable an alarm for any
agent who is in the wrapup state for a certain period of time. Once selected,
the Alarm Settings button will be enabled (see page 48 for information on
programming alarms). To deactivate the alarm, deselect this option.

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Alarm wrapup (e-mail) state: Select this option to enable an alarm for any
agent who is in the wrapup (e-mail) state for a certain period of time. Once
selected, the Alarm Settings button will be enabled. To deactivate the alarm,
deselect this option.

Alarm DND state: Select this option to enable an alarm for any agent who
is in the DND state for a certain period of time. Once selected, the Alarm
Settings button will be enabled (see page 48 for information on programming
alarms). To deactivate the alarm, deselect this option.

NOTE: The fields in the Agent Alarms tab are only enabled if the Color and
alarms based on ACD agent state option is checked in the General tab
(page 170).

ALSO: This tab is not available if you are creating a Trunk List tile.
7. Select the Fields tab. The list on the left
displays the currently selected fields to be
displayed. Each element of the list contains a description of the field, how the
field is sorted (if applicable), the position
of the field, and the sort order (in brackets). You have the following options:

Sort Buttons: The button at the left


of each item displays the current sort
order of this field, as described
below.

BUTTON

DESCRIPTION

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This field is not


sorted.
This field is sorted in
ascending order.
This field is sorted in
descending order.

NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays No/ID [1] and
Calls In [2], the list is first sorted based on the No/ID field and then sorted again
based on the Calls In field while maintaining the integrity of the first sort. The information in this page only applies to lists that are using the large icon or report view,
as selected in the General page.

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Reporter Real-Time

To change the sorting order, select the sort button of the field you want to
sort, and make your selection from the menu.

Add: Allows you to add a field by displaying a menu containing groups of


statistics. When you select a group, a submenu displays all statistics of that
type. Selecting a statistic automatically adds it to the end of the list, using the
defaults for that statistic.

Remove: Removes the selected statistic from the list. Because you cannot
remove the statistic as an option in the Add menu, you are not prompted for
a confirmation.

Move Up/Down: Moves the selected statistic up/down in the list. If you
move more than one statistic at a time, the selected statistics are kept in the
same order relative to each other.

NOTE: You can remove or move more than one statistic at a time. To select statistics that are displayed next to each other, hold down the SHIFT key while
selecting the first and last statistic you want to highlight. To select statistics that
are not listed consecutively, hold down the CTRL key while making your selection.

8. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.

Adding an Extension or Agent Detail Tile


To add an Extension or Agent Detail tile:
1. Select Extension Detail or Agent
Detail from the Add Tile menu. The
Extension/Agent Detail Properties
dialog displays.
2. Complete the following fields:
Device: Use the drop-down list to
select the extension or agent you
want to monitor within the Detail
Tile. Or, enter the device number
in the text box.

Call Information: Select this


option to display information
about the current call that is
active on the chosen device.

Graph of Agent Status Times:


Select this option to display a pie
chart depicting the total time the
device is in different agent states (e.g., busy, DND, wrapup, etc.).

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Graph of Todays Call Summary: Select this option to display a bar graph
of the number of calls handled by the device today.

Filter: Use the drop-down list to select a filter to apply to the tile. This filter
is automatically applied when you click OK. If needed, you can click Add to
display the Add New Filter dialog, which will allow you to create a new filter. If you create a new filter, it is automatically selected as your preferred
filter for this tile. See page 185 for details on filters.

3. Click OK to save your settings, or click Cancel to exit without saving changes. If
you click OK, the tile is added to the Tile Area.

Editing a Tile
To edit a tile:
1. Double-click on that tiles statistics, or right-click on the tile and select Properties from the shortcut menu.
2. Change the settings as desired.
3. Click OK when finished, or click Cancel to exit without saving changes.

Removing a Tile
To remove a single tile, right-click on the tile to remove and click Remove. At the
prompt, click Yes to remove the tile or No to cancel the action.
NOTE: Removing a tile cannot be undone.
You can also remove all tiles by using the Tiles property page of the Options property
sheet (see page 74 in the RealViewer section).

Moving, Sizing, Zooming, and Switching


REPORTER
REAL-TIME

Tiles are freely moveable and sizeable within the space of the Tile Area.

Moving Tiles
You can move tiles by clicking and dragging on the tiles caption. You can also move
tiles, except the list tiles and StationViewer tiles, by clicking and dragging anywhere
on the tile itself.
NOTE: The list tiles (i.e., Extension, Agent, and Trunk) have call control functionality. If
you click on the list itself (i.e., not the caption), the call control shortcut menu will display
(see page 180).

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Sizing Tiles
You can resize tiles by clicking and dragging on the edge of a tile. Note that by repositioning tiles using the appropriate toolbar buttons (e.g.,
which repositions tiles
in a grid format), tiles are resized to their optimum size for that style.

Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window. To zoom a tile, double-click on its caption,
or right-click on the tile and select Zoom. On some systems, you can zoom the tile by
single-clicking the tile with the Wheel button of the mouse. Repeating the zoom
action will unzoom the tile.

Switching Tiles
The View ( ) button is similar to the Window menu used in standard Windows
applications. When you select this button, a list of tiles in the Tile Area displays. To
switch to a particular tile, select it from the list. The focus will then shift to the
selected tile.

Cut, Copy, and Paste


Tiles can be copied and pasted to and from the clipboard, allowing you to quickly create very similar tiles.

Copying to the Clipboard


To copy a tile to the clipboard, right-click on the tile and select Copy. Or, select Cut
to copy the tile to the clipboard and remove the tile from the Tile Area. Because you
are not deleting the tile (i.e., it is still available on the clipboard), you are not
prompted for a confirmation.

Pasting from the Clipboard

NOTE: The Paste menu item is unavailable if the clipboard does not contain a tile that
can be pasted.

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REPORTER
REAL-TIME

To paste a tile back into the Tile Area, right-click on a tile in the Tile Area and selecting Paste. The tile will be pasted next to the tile where you right-clicked to perform
the paste.

Pasting into Other Applications


All tiles, except for the Deskboard and Agent/Extension Detail tiles, can be copied to
the clipboard and pasted into other applications. Such tiles can be pasted as either text
(e.g., a comma-delimited list of fields and records) or as a bitmap. The application to
which you are pasting will normally decide how the data is displayed, which may not
match the format you need. You can sometimes override this, however, if the application supports the Paste Special command (usually under the Edit menu).
For example, if you copied a graph tile to the clipboard and pasted it into Excel, the
numeric values behind the graph would display in the spreadsheet. If, however, you
select Paste Special and choose Device Independent Bitmap from the list of
choices, a bitmap of the graph is pasted.

Arranging Tiles
You can control the way Reporter Real-Time arranges tiles on your screen.

REPORTER
REAL-TIME

To arrange tiles in a grid, click the


button in the toolbar. The tiles are automatically arranged in a grid, as shown below.

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To arrange tiles as columns, click the down arrow next to the


button in the toolbar and select Tile In Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.

To arrange tiles as rows, click the down arrow next to the


button in the toolbar
and select Tile In Rows. The tiles are automatically arranged in one column with one
row for every tile, as shown below.

REPORTER
REAL-TIME

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To arrange tiles with the lists at the bottom, click the down arrow next to the
button in the toolbar and select Tile In List. The tiles are automatically arranged in one
column with one row for every tile, as shown below.

CALL CONTROL
A special feature of the list tiles is the ability to control calls from the supervisors terminal. This is
achieved by using the call control menu, which is
accessed by clicking on a device in an Agent, Extension, Trunk List tile, or StationViewer tile (see page
page 69 for StationViewer call control). The options
available in the menu will vary depending on the state
of the device selected.

REPORTER
REAL-TIME

You can also handle calls at your own extension using


various toolbar buttons (see page 144). This feature is
available only if using a Reporter or Pro license.
Before using the Call Control functionality, you must
specify your extension in the Call Control page in the
Configure View screen (see page 185). You should also identify the mailbox that will
be used for recording calls.

Call Now
To call an extension or agent in the list, click on the device you want to call, and
select Call Now from the menu. This will make an internal call from your extension to
the selected device.
NOTE: This does not automatically answer the call at the selected device.

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Steal Call
To transfer or redirect a call at the selected agent, extension, or trunk to your extension, click on the device where the call is currently active, and select Steal Call. The
call is transferred but not automatically answered.

Send Call To
To transfer or redirect a call at the selected agent, extension, or trunk to any other
extension in the telephone system:
1. Click on the device where the call is
currently active, and select Send
Call To. The Transfer Call To dialog displays.
2. Use the drop-down box to select the
extension that will receive the call.
Or, you can enter the name or
extension number of the person to
receive the call. If you enter the
name/number in the text box, a list
of matching extensions/names are displayed, along with the status of that extension. This allows you to choose a person who is available before you transfer the
call.
3. Click OK to transfer the call, or click Cancel to return the call to the original
extension.

Other

Answer
To answer a call ringing at the selected agent or extension, select Answer. This connects the ringing call to the selected agent or extension (i.e., it does not connect you to
the ringing call), regardless of whether or not anyone is present at the extension.

Release
To drop all calls at the selected agent, extension, or trunk, select Release. This command takes immediate affect (i.e., no warning is given) and should be used with caution.

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REPORTER
REAL-TIME

If you do not see the desired option in


the call control menu, select the Other
menu item. This displays additional
call control features, as described
below.

Assert Log Out


To force an agent to log out of a group or extension:
1. Select Assert Log Out from the
Other menu. The Agent Logout
dialog displays.
2. Use the drop-down lists to select
the agent and/or extension to log
out.
3. Use the drop-down list to select
a specific hunt group, if desired,
out of which you want to log the agent or extension.
NOTE: Reporter Real-Time will attempt to guess as much information as possible
from the agent or extension you have selected to log out, and this will already be
entered in the dialog for you.
4. Click OK to log the agent out, or click Cancel to cancel the action.

Assert Log Out All


To force all agents to log out from all groups at all extensions, select Assert Log Out
All. The telephone system does not update Server with current agent states when the
Server starts, and Call Center may think agents are not logged in when they actually
are. This call control feature helps resolve this problem by forcing everyone to log
out.

Log In
To log an agent in at an extension:

REPORTER
REAL-TIME

1. Select Log In. The Agent Login dialog displays.


2. Use the drop-down lists to select the
agent and/or extension to log in.
3. Use the drop-down list to select a
specific hunt group, if desired, into
which you want to log the agent or
extension.
NOTE: Reporter Real-Time will attempt to guess as much information as possible
from the agent or extension you have selected to log in, and this will already be
entered in the dialog for you.
4. Click OK to log the agent in, or click Cancel to cancel the action.

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Log Out
To log an agent out of a group or extension:
1.Select Log Out. The Agent
Logout dialog displays.
2.Use the drop-down lists to
select the agent and/or extension
to log out.
3.Use the drop-down list to select
a specific hunt group, if desired,
out of which you want to log the
agent or extension.
NOTE: Reporter Real-Time will attempt to guess as much information as possible
from the agent or extension you have selected to log out, and this will already be
entered in the dialog for you.
4. Click OK to log the agent out, or click Cancel to cancel the action.

Enter Free State


To change a devices status to Free, click on the device for which you want to change
the status, and select Enter Free State. Generally, this option will only have an affect
if the selected device is in wrapup or DND.

Enter DND
To change a devices status to DND, click on the device for which you want to change
the status, and select Enter DND.

Enter Wrapup (Call)


This agent state is used to depict that an agent is currently logged in, but not available
for answering calls because they are finishing activities related to the previous call
(although no call is currently active with the agent).

Enter Free (E-mail) State


Available in a future release. To change a devices status to Wrapup for taking calls,
select Enter free (e-mail) state. The device is placed in free (e-mail) mode.
This agent state is used to depict that an ACD agent is currently logged in and able to
handle e-mails only. In a normal ACD environment, the system will only route
inbound e-mails to those agents in the free (e-mail) state (i.e., the device is in wrapup
(call), wrapup (e-mail), or DND).
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REPORTER
REAL-TIME

To change a devices status to Wrapup for taking calls, select Enter wrapup (call).
The device is placed in wrapup (call) mode.

Enter Wrapup (E-mail)


Available in a future release. To change a devices status to Wrapup for taking calls,
select Enter wrapup (e-mail). The device is placed in wrapup (e-mail) mode.
This agent state is used to depict that an agent is currently logged in, but not available
for processing e-mail because they are finishing activities related to the previous email, (although no e-mail is currently active with the agent). Calls will not be routed
to the agent while they are in this state.

Monitor
You can listen to conversations at other extensions. This feature must be enabled on the telephone system before it will function correctly
within Call Center.

Silent Monitor
To monitor an extension from Reporter RealTime, select the agent or extension that you wish
to monitor, and then select the Silent Monitor
option. The extension will then be monitored
from your extension until the monitoring call ends. If the telephone system has been
configured accordingly, the extension user is not aware that they are being monitored.
NOTE: This option will be grayed-out if the agent or extension is not currently on a
call.

Record This Call


You can also record calls at an agent or extension to your mailbox.
REPORTER
REAL-TIME

To record a call, select the agent or extension that is on a call you wish to record, and
select Record This Call. When the call ends, the recording will appear in your mailbox, as configured through the Call Control Options property page (see page 185).
NOTE: To use the Record This Call option correctly, the Mailbox User-keyed Extensions flag in the telephone system must be enabled for all extensions. This flag allows
calls to be recorded at one extension into a different mailbox. If this flag is disabled,
calls will be recorded to the mailbox where the call was active.

ALSO: Certain or all types of call monitoring capability may be disabled on the telephone system due to local by-laws/regulations, etc.

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WORKING WITH FILTERS


The power of the Reporter Real-Time comes from its ability to limit statistics to only
certain types of calls (e.g., inbound only, calls for a specific DID number or list of
extensions, etc.). This is achieved by using filters.
Each tile (except a StationViewer tile) can have a filter associated with it, which is the
All Calls filter by default. This is the only filter that cannot be edited or removed.
You can create as many filters as you require, limited only by memory, and apply filters to none, one, or many tiles. Filters can also be edited after being created and will
immediately reflect changes in any tiles using the modified filter.
The filters used in Reporter Real-Time are configured the same way in RealViewer, as
described on page 51 in the RealViewer section of this guide.

CUSTOMIZING REPORTER REAL-TIME


Reporter Real-Time has several configurable options, including the appearance of the
Tile Area, that are applied globally to the application.
To configure the application to suit your needs:
1. Click the Options
button, or
select Options from the main menu
( ). The Configure View screen
displays.
2. Refer to the following pages in the
RealViewer section of this guide for
completing the specified tabs:
General: Page 70

Account Codes: Page 71

Service Levels: Page 71

Durations: Page 72

Tiles: Page 74

REPORTER
REAL-TIME

NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.

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3. Select the Call Control tab. This


page lets you specify the supervisor
extension and mailbox number. You
do not need to configure this page if
you do not plan on using the call
control features of Reporter RealTime.
Complete the following fields:

Your Extension: Use the dropdown list to select the extension


where the supervisor is sitting,
or enter the extension in the
text box. This should also be
the extension that is closest to
the computer running Reporter
Real-Time. When using call control, this is the extension that will be used as
the source extension. For example, if you use the Call Now feature, the call
will be made from the extension specified in this field.

Your Mailbox: Use the drop-down list to select the supervisors mailbox, or
enter the mailbox number in the text box. When Record This Call is selected,
the call is recorded to this mailbox.

NOTE: Because the options in the Advanced tab can affect the performance of your
computer, you should not change them.

REPORTER
REAL-TIME

4. Click OK when finished, or click Cancel to exit without saving changes.

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Intelligent Router
OVERVIEW
This guide describes how to install and configure the Intelligent Router software
application. It also includes application-specific information, including the supported
platforms and the minimum recommended hardware specifications. Finally, example
scenarios are provided to give you an idea of how you can use Intelligent Router to
perform common tasks.
NOTE: Before you install Intelligent Router, please ensure that Server is installed and
configured correctly on the CTI Server computer.

ALSO: Intelligent Router requires the Call Segmentation feature. For information on
enabling this feature, see the Server chapter of the Users Manual.

ABOUT INTELLIGENT ROUTER


The Intelligent Router is a call routing program that uses Rules, Conditions, and
Actions to perform its functions, as illustrated below.
Process Rule
(e.g., Trunk Call
Terminated)

Condition
1
Satisfied?

Condition
2
Satisfied?

No

Do Not Execute
Action

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Yes

Condition
3
Satisfied?

Yes

No

Execute
Action

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INTELLIGENT
ROUTER

No

Yes

In this example, the Process Rule is evaluated based on three separate Conditions. If
all Conditions are met, the Action is executed (i.e., the trunk call is terminated). If a
Condition is not met, the Action is not executed (i.e., the trunk call remains connected).

Rules
A Rule defines how its associated conditions are evaluated, which determines whether
or not the related action is executed. When defining rules, you can select a specific
rule type (e.g., trunk call routing, extension/agent DND changed, etc.), the type of
device affected (i.e., extension/group or agent ID), and other various parameters.
Once the rule is programmed, you can assign conditions that must be met before the
desired action is executed.

Conditions
Conditions provide specific and flexible call routing capabilities. Each condition is a
programmed parameter that must be met before an Action is fired. For detailed call
routing, you can assign multiple Conditions to the same Rule or use Placeholders to
further define the Condition.

Actions
Actions are executed when a Rule is evaluated and all Conditions are met. With Intelligent Router, you can select from a variety of actions, including Answer Call, Route
Call, Release, etc. You can also assign Placeholders to an Action to ensure the operation is based on current information (e.g., time, calls in queue, etc.).

Placeholders
Intelligent Router includes Placeholders, which allow you to assign additional parameters to a Condition or Action. For example, you can route a call based on the fields
assigned in the Telephone Import screen in Server. You can also route calls based on
different statistics, including the current time, number of calls, etc.

PLATFORM SUPPORT

INTELLIGENT
ROUTER

The Intelligent Router is a 32-bit application and is not supported on 16-bit platforms.
Currently, the Intelligent Router supports Windows 95, 98, ME, 2000, Windows NT
(Version 4 and later), and XP.

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SPECIFICATIONS
This section lists the minimum recommended hardware specifications.

Recommended Hardware Specifications


The minimum recommended hardware specifications for Intelligent Router are as follows:
IBM-Compatible 350MHz (500MHz recommended) Processor1
192MB (256MB recommended) RAM2
30MB Free Hard Disk Space
1MB (2MB recommended) Graphics Card (1024x768)
4+GB Hard Drive
20MB (50MB recommended) Hard Disk Space
32-Bit Network Card
3.5 Floppy Drive
Bus or Serial Mouse
CD-ROM Drive
NOTE: If using e-mail actions, you must also have a MAPI-compliant e-mail application installed on the PC running Intelligent Router.
ALSO: Increase the requirements if installing the Intelligent Router on the same computer that is running Call Center Suite Server. This is especially important if you have
enabled logging, which requires additional disk space, on Intelligent Router or Server.

INTELLIGENT
ROUTER

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INTELLIGENT ROUTER BASICS


This chapter describes how to start and configure Intelligent Router. It also includes
information on the menu options available in the application.

Starting Intelligent Router


Intelligent Router automatically launches whenever you restart your PC. If you close
the application, however, you must manually start it using your desktop or the Start
menu as described below.
To start Intelligent Router:
EITHER,
1. Select Programs from the Windows Start menu.
2. Select the Inter-Tel Call Center Suite sub menu.
3. Select Intelligent Router and then the Intelligent Router menu item. After a short
wait, Intelligent Router will start.
OR, Double-click on the Intelligent Router icon (

) on your desktop.

NOTE: When Intelligent Router starts for the first time, the Internet connection wizard
appears. You must supply the following information, then click Next to proceed through
the wizard:

Name
Internet E-mail address
E-mail Server Names (Incoming and Outgoing)
Internet Mail Logon information (account name and password)

INTELLIGENT
ROUTER

Once this information has been configured for the first time, you will not be prompted
for it again.

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Router Configuration Wizard


If this is the first time you have started Intelligent Router after installation, the Configuration Wizard will run. This wizard will help you locate a Server if one cannot be
found, and it will assist you in setting up the call control feature.
The Configuration Wizard contains the following pages:
Welcome to Navigator: Click Next to continue.
Search for Server: If the network configuration on the Router computer is correct and Server has already been appropriately configured, Intelligent Router
should automatically list the CTI Servers that are available on the same computer
network. You may have to wait several minutes while Intelligent Router queries
the computer network. Select the CTI Server (Server) for the connection, and
click Next.
Extension for Call Control: Enter the extension number designated for Intelligent Router in the appropriate text box. You can also enter a Voice Mailbox number if you want to use the record-a-call feature.
NOTE: The Routers extension must be a valid extension number. It cannot be an
agent ID.

Finished: Click Finish to access Intelligent Routers main screen.

INTELLIGENT
ROUTER

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Network Settings
For the product to obtain real-time information for Server, it must be able to locate a
CTI Server (Server).
To connect to a Server, select the Network option from the main menu, or click the
Network option button ( ). The Network Settings screen is displayed, as shown
below.

INTELLIGENT
ROUTER

You can setup the CTI Server network information either manually or automatically
using this screen, as described in the following sections.

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Intelligent Router

Automatic Configuration
To automatically configure the Server, click Auto Configure. The product will automatically attempt to find the Server on the network. Once the Intelligent Router has
found a CTI Server and the information in this screen is updated, click OK to exit this
screen and save the changes. To cancel unwanted changes, click Cancel.
NOTE: The product will automatically go into the self-configuration mode on startup if it
has just been installed, or if it is unable to find the Server.

Manual Configuration
To manually setup the CTI Server network information:
1. Select the available network protocol to use for communicating with the Server.
2. Enter the network name of the CTI Server in the Server field. If connecting using
NetBIOS, this will normally be similar to CTISERVER1. If connecting using
TCP/IP, it will normally be CTISERVER-01.
3. Select the port number used to access the Server.
4. Enter the location of the CTI Server (Server) database. To browse for the database path, click the ellipsis (...) button.
5. Select Automatically retrieve the database path to ignore the Database Path
field and have Server provide the database path when the network connection is
established, if desired.
6. Click OK when finished, or click Cancel to exit without saving changes.
NOTE: The network protocol you select must match the network protocol being used
by the Server.

INTELLIGENT
ROUTER

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INTELLIGENT ROUTER WINDOW


When you start Intelligent Router, the main window is displayed, as shown below.
Titlebar
Toolbar

Tile Area

NOTE: Your Intelligent Router window may have more tiles displayed in the Tile Area,
depending on the configuration (see page 198 for details).

Each feature displayed in this window is described in the following sections.

Titlebar
INTELLIGENT
ROUTER

The titlebar is the rectangular region at the top of the window. It displays the name of
the application and indicates if Intelligent Router is Off-Line. Off-Line indicates that
Intelligent Router has not yet connected to the Server, and it is not ready to display
calls from/to your extension device. Intelligent Router may be Off-Line if your network supervisor has closed down the network or if the server has been shutdown or is
not physically connected to the network.

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Intelligent Router

Toolbar
The toolbar contains buttons that activate drop-down menus or execute an action. You
can use the options in these menus to configure Intelligent Router or to perform special tasks. The tasks associated with each toolbar button are specified in the table
below.
Button

Description

Displays the Main Menu (see page 196).


Activates the Rule Manager for creating and editing Rules (see
page 203).
Displays the Filter Manager for creating and editing filters (see
page 214).
Displays the Options dialog (see page 202).
Displays the Network Settings dialog (see page 192).
Sets the view mode to Two Tile View (see page 198).
Sets the view mode to Four Tile View (see page 198).
Repositions the open tiles in a particular format. Use the drop-down
menu to select a format (see page 199).
Displays the Media Blending Settings dialog (available in a future
release).
Displays a list of nodes and their current status (see page 147).

Tile Area
The Tile Area is a container for all tiles. Tiles are automatically arranged for you in
based on your view mode.

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ROUTER

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Main Menu
To access the main menu, select the main menu button (
lowing options are displayed:

) on the toolbar. The fol-

Save: Saves the current configuration to your hard disk. This action is always
performed when you exit.
Rule Manager: Displays the Rule Manager, allowing you add and edit rules (see
page 200). This is the same as clicking the Rule Manager button (
) in the
toolbar.
Filter Manager: Displays the Filter Manager, allowing you add and edit filters
(see page 214). This is the same as clicking the Filter Manager button ( ) in the
toolbar.
Options: Displays the Options dialog, allowing you to configure global options
(see page 202). This is the same as clicking the Options button ( ) in the toolbar.
Network: Displays the Network Settings dialog (see page 192), allowing you to
configure the network connection to the CTI Server (Server). This is the same as
clicking the Network button ( ) in the toolbar.
Help Topics: Displays the help file.
About: Displays information about the configuration of the software, such as the
version number and the CTI Server (Server) to which it is connected.
Exit: Closes Intelligent Router and saves the current configuration.

Shortcut Menu
You can also access different programming options by using the shortcut menu.
To access the shortcut menu, right-click on a tile or Rule in the Tile Area, as shown
below.

INTELLIGENT
ROUTER

Shortcut
Menu

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Intelligent Router

You have the following options:


Zoom: Enlarges the selected tile (see page 200). If the tile is already enlarged,
this option is Unzoom.
Hide Main Titlebar: Hides the toolbar area, displaying tiles only. If the titlebar
is already hidden, this option is Show Main Titlebar.
Copy: Copies the selected tile to the clipboard (see page 200). You can then
paste the information to another Windows application (e.g., Word, Excel, etc.)
Properties: Displays the tiles current settings. The properties available for each
tile include the following:
Rule List: Allows you to define and sort the fields displayed and add, edit,
and delete categories (see page 215).
Event List: Allows you to define and sort the fields displayed and configure
the colors used for each event (see page 219).
Trunk List: Allows you to program the tile display, set alarms, and define and
sort the fields displayed (see page 221).
Multi-Stat Tile: Allows you to assign a filter, define the statistics, and change
the tiles caption (see page 223).
Clear List: Clears the events listed (Event List tile only).
If you right-click on the Rule List tile, you have the following additional options:
Add Rule: Allows you to add a rule (see page 204). This is the same as clicking
the Add Rule button (
) in the titlebar of the Rule List tile.
Edit This Rule: Allows you to edit the specified Rule (see page 213).
Delete This Rule: Prompts you to confirm the deletion of the specified Rule (see
page 213).
NOTE: Deleting a Rule cannot be undone.
Disable This Rule: Disables the Rule (i.e., it is not evaluated, and the action is
not executed). If the rule is already disabled, this option displays Enable This
Rule (see page 213).

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ROUTER

NOTE: When using the shortcut menu to perform an action on a particular rule (e.g.,
to delete a rule), you must right-click on the rule you want to modify (e.g., the rule you
want to delete).

VIEWING MODES
Intelligent Router supports two different viewing modes: the Two Tile View and Four
Tile View mode.

Two Tile View Mode


The default view is the Two Tile View mode. You can change to this mode at any time
by clicking the
button on the toolbar. When using this mode, the Rule List (see
page 215) and Event List (see page 219) tiles are shown.

Four Tile View Mode


The Four Tile View mode displays the Trunk List and Multi-Stat tiles in addition to
the Rule List and Event List tiles, as shown below. You can change to this mode at
any time by clicking the
button on the toolbar.

INTELLIGENT
ROUTER

You can also apply filters to the Trunk List and Multi-Stat tiles, as described on
page 62.

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Arranging Tiles
You can control the way Router arranges tiles on your screen.
To arrange Router tiles in a grid, click the
button in the toolbar. The tiles are
automatically arranged in a grid, as shown below.

To arrange tiles as columns, click the down arrow next to the


button in the toolbar and select Tile In Columns. The tiles are automatically arranged in one row with
one column for every tile, as shown below.

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ROUTER

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To arrange tiles as rows, click the down arrow next to the


button in the toolbar
and select Tile In Rows. The tiles are automatically arranged in one column with one
row for every tile, as shown below.

Zooming Tiles
You can zoom in on a tile so that it takes up all of the visible Tile Area space. This
is similar to maximizing a normal window.
To zoom a tile, double-click on its caption, or right-click on the tile and select Zoom.
On some systems, you can zoom the tile by single-clicking the tile with the Wheel
button of the mouse. Repeating the zoom action will unzoom the tile.

Copying to the Clipboard

INTELLIGENT
ROUTER

To copy a tile to the clipboard, right-click on the tile and select Copy. You can then
past the information into another Windows application for editing purposes.

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E-MAIL
The Intelligent Router can also send e-mail messages as one of its Actions (see
page 207 for details). To use this feature, you must have a MAPI-compliant e-mail
application installed before you install the Intelligent Router. If the PC does not have
a MAPI-compliant e-mail application, an error message will display when you install
the Router. Although the Router will function without the e-mail application, you cannot use any of the e-mail related actions.
If you currently have a MAPI-compliant program installed, whenever you start the
Intelligent Router, a dialog box prompts you to choose an e-mail profile, as shown
below.

You have the following options:


New: Invokes a setup wizard that allows you to add a new profile.
Options: Enables the options listed at the bottom of the dialog box.
Set as default profile: Sets the selected profile as the default.
Show Logon screens for all information services: Shows the screens applicable
to the e-mail application (e.g., password information, folder information, etc.).
NOTE: The Set as default profile and Show Logon screens for all information services
options are only available if you click the Options button.

INTELLIGENT
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Intelligent Router has several configurable options, including the appearance of the
Router, that are applied globally to the application.
To configure the application to suit your needs, click the Options
button, or select
Options from the main menu ( ). The Configure View screen displays, presenting
the following tabs:
General: This tab is used to set global display options. For configuration, see
page 70.
Account Codes: This page allows you to summarize historical calls by the
account code. It will automatically do this for four account codes, enabling you to
graph the number of times these account codes were entered. Refer to page 71 for
configuration instructions.
Service Levels: This page allows you to set levels for summarizing ring times
and specify a service level, indicating how quickly calls should be answered (i.e.,
within ten seconds or less). See page 71 for more information.
Miscellaneous: Complete the fields described on page 72.

INTELLIGENT
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Tiles: This page lists all open tiles, allowing you to configure and rearrange the
tiles. You can also use the various buttons to program tiles, as described on
page 74.

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Intelligent Router

RULES
Rules provide the basic component for Intelligent Router. Within each Rule is a Condition and an Action, which are required to determine the validity and result of evaluating the Rule. Each of these components is programmed using the Rule Manager, as
described in the following sections.

Rule Manager
The Rule Manager lists the currently available Rules and provides access to programming options.
To display the Rule Manager, click the Rule
Manager button (
) on the toolbar, or select
Rule Manager from the Main Menu (
).
While in the Rule Manager screen, you can add,
remove, and edit Rules using the buttons
described below:
Add: Displays the Add Rule dialog so you
can create a new Rule (see page 204).
Edit: Displays the Edit Rule dialog so you
can edit the selected Rule (see page 213).
(You can also access the Edit Rule dialog
box by double-clicking on the Rule you
want to edit).
Move Up/Move Down: Moves the selected rule up or down one position in the
list. Because rules are evaluated from top to bottom, make sure the more specific
rules are listed first, followed by general rules.
Remove: Removes the currently selected Rule. You are prompted for a confirmation before the Rule is removed (see page 213).
Remove All: Removes all Rules included in the list box. You are prompted for a
confirmation before the Rules are removed.
NOTE: You cannot retrieve a Rule once it is removed.

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Each of these options is described in detail in the following pages.

203

Adding a Rule
To add a Rule:
1. Open the Rule Manager, and click
Add. Or, click the Add Rule button
(
) in the Rule List tiles caption or
in the shortcut (right-click) menu.
The Add Rule screen is displayed.
2. Select the tab corresponding to the
information you want to program.
Your options are as follows:

General

Action

Condition
3. Program the information for the selected tabs, as described in the following sections.
4. Click OK when finished, or click Cancel to exit without saving changes. If you
added a Rule using the Rule Manager, you are returned to the Rule Manager
screen. If you added a rule using any other option (e.g., shortcut menu), you are
returned to the main screen.

General
This page allows you to specify the
Rule parameters, which includes the
following:
Rule Name: Enter a unique
name for the Rule, which is displayed in the Rule Manager and
in the Rule List tile.

INTELLIGENT
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Rule Type: Use the drop-down


box to select the type of Rule
you want to apply. The available fields in the Parameters
section of the screen will
chan ge d epend in g on you r
selection (see the following table).

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NOTE: The parameters listed in the table below are in addition to the fields listed in the
Device(s) section.

Rule Type

Trunk Call Routing*

Parameter

Routing Type

Indicates

When the trunk call is routed. Your


options (and any additional programming) are as follows:

Always
On Busy
No Answer indicate how long
the call must ring before it is
routed.

On Queue Length indicate

how many calls must be in the


queue before calls are routed.

Below Service Level indicate

the service level percent and the


number of inbound answered
calls that must be reached
before the call is routed.

Below Service Level Today

indicate the service level percent


and the number of inbound
answered calls that must be
reached before the call is routed.

Every x Answered
Calls

The number of calls that must be


answered before a call is recorded.

Trunk Call Rejection

Number List

The outside numbers that the Rule


will reject.

Extension/Agent ACD
State Threshold

ACD State

The state of the ACD agent that


must be met before the Rule is
evaluated.

Time in State

The amount of time (hh mm ss) that


the agent must be in the specified
state before the Rule is evaluated.

Repeat Interval

How often the Rule is evaluated.

Start Date/Time

When the Rule is evaluated.

Day of the week

Day(s) of the week the Rule is evaluated.

Scheduled**

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Trunk Call Recording

Rule Type

Parameter

Indicates

Trunk Call Talk Time


Threshold

Talk Time

The amount of time (hh mm ss) that


the extension/agent must be in the
talk state before the Rule is evaluated.

Account Code
Entered

Account Codes

The account codes that must be


entered before the Rule is evaluated.

Extension/Agent ACD
Log In

Hunt Groups

The hunt groups where the agent/


extension will be logged in.

Extension/Agent ACD
Log Out

Hunt Groups

The hunt groups where the agent/


extension will be logged out.

Media
Routing***

Queue

The mailbox queue that is being


monitored for incoming messages.

Routing Type

The distribution method for the


e-mail messages.

Media Received***

Queue

The mailbox queue that is being


monitored for incoming messages.

Invalid
E-mail***

Queue

The mailbox queue that is being


monitored for incoming messages.

Media Expired***

Queue

The mailbox queue that is being


monitored for incoming messages.

* * This rule is only evaluated when the trunk line call segment directly alerts an
extension or agent ID (i.e., it is not evaluated if the call arrives through a hunt group).
Use the Trunk Call Offered Rule to create a rule that evaluates all trunk calls offered
to an agent or extension.
** You must click the Set Schedule button to display the parameters.
***These rule types will be available in a future release.
NOTE: Some Rule types (e.g., Extension/Agent ACD State Changed) do not require
additional parameters and are not included in the preceding table.

INTELLIGENT
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ALSO: You can use wildcards (e.g., 9619*) in parameters that require a number (e.g.,
hunt group, account codes, etc.). You can also use a comma-separated list (e.g.,
9619000, 9619003) and ranges (e.g., 9619000-9619999) to indicate multiple numbers.
Category: Select the category to which this Rule applies, if desired. If no categories are listed, click Add to create a new category. You can also change existing
categories by clicking the Change button. The Category field is provided so that
you can create your own categories with different formats for easy viewing. See
page 217 for more information on adding and changing categories.

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NOTE: If you select Trunk Call Active as the Rule Type, the following fields are not
available.

Extension/Group: Select this option if you want the Rule evaluated for extensions or groups.
Agent ID: Select this option if you want the Rule evaluated for agent IDs.
Extension(s)/Group(s) or Agent ID(s): Enter a comma-separated list of extensions, groups, or agent IDs (depending on the device you previously selected) to
include in the Rule. You can also use the drop-down list to select devices, which
are intelligently added to or removed from the list. The list you enter can include
ranges or individual device items. For example, if you entered 200204,207,209 the Rule would include extensions 200, 201, 202, 203, 204, 207,
and 209.
For a detailed description of Rule types and their associated default actions, see
page 224.

Action
This page allows you to specify
the Action, or event, that occurs
provided the Conditions of the
Rule are met.
When you select the Action, the
Parameters section displays the
required fields. Each Action and
its associated fields are defined in
the following table:

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207

Action

Route
Call

Record
Call

Release
Set ACD
Agent
State

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Send
E-Mail

Update
Trunk
Calls Info

208

Parameter

Indicates

Extension/Group or Agent ID

Destination device type.

Destination(s)

Destination extension number.

Retain System Forwarding Path

Call routing will follow the system


forwarding path (if disabled). If
enabled, the call is removed from
the forwarding path and moved to
the new destination.

Override Mailbox

Voice Mailbox number to use if the


call gets manually forwarded to
Voice Mail or if the destination
device is a Voice Mailbox.

Extension/Group or Agent ID

Affected device type.

Record At

Affected extension number(s).

Override Mailbox

Mailbox number where the call is


recorded.

Extension/Group or Agent ID

Affected device type.

Release From

Affected extension number(s).

Extension/Group or Agent ID

Affected device type.

Set State At

Affected extension number(s).

ACD State

Agent state (e.g., Busy).

Agent ID

Agent ID (only required when the


action is used to log an agent ID in/
out of an extension device).

ACD Group

Affected hunt group (only required


when the action is used to log an
agent ID in/out of an extension
device).

To

Mail recipient.

Cc

Copied recipients.

Subject

Subject of message.

Message

Message text.

Field Type

Updated field (corresponding to the


Telephone Import fields in Server).

Update Value

Specific value to update.

Trunk Line

Trunk line device that indicates the


active call used to update the information.
Intelligent Router

Action

Dist. Call
to
Skill
Group

Set
Account
Code

Monitor
Call

Parameter

Indicates

Extension/Group or Agent ID

Affected device type.

Destination(s)

Affected extension number(s).

Distribution Mode

How the call is distributed (e.g.,


cyclic, balanced, etc.).

Advance Time

Number of seconds a call will alert


a device before advancing to the
next device in the list.

Advanced

Overflow device and overflow timer


information (a new screen is displayed).

Account Code

Account
device.

Extension/Group or Agent ID

Affected device type.

Set at

Affected extension number(s).

Send via Telephone System

Account code is sent to the telephone system using a call control


command via Server, if enabled. If
disabled, the account code is
entered over a trunk line call without submitting a request to the telephone system.

Monitor Type

Silent monitor.

Extension/Group or Agent ID

Affected device type.

code

set

at

affected

Device used to monitor the call.

DTMF Digits

Dialed digits.

Extension/Group or Agent ID

Dialing device type.

Dial Digits At

Dialing device extension(s).

Run/Shell
Execute

Filename

Program path and filename.

Arguments

Command arguments specified


when starting the file, if any.

Start Directory

Directory where the file will be


opened.

Filename

Program path and filename.

Play WAV
File

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INTELLIGENT
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Monitor Call From


Dial
DTMF
Tones

209

Action

Transfer
Call (One
Step)

Set FWD
State

Make Call

Forward
E-mail*

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Reply to
E-mail*

210

Parameter

Indicates

Extension/Group or Agent ID

Destination device type.

Destination

Destination extension number or


outside number. If using an outside
number, you must include the outbound dial prefix (e.g., 8).

Override Mailbox

Voice Mailbox number to use if the


call is manually forwarded to voice
mail or if the destination device is a
voice mailbox.

Extension/Group or Agent ID

Forwarded device type.

Set State At

Forwarded extension number(s).

Forward State

Forwarding condition.

Destination

Destination extension.

Enable/Disable

Forwarding is enabled/disabled.

Number to Dial

Dialed digits. If dialing an outside


number, you must include the outbound dial prefix (e.g., 8).

Extension/Group or Agent ID

Dialing device type.

Make Call From

Dialing extension number.

Destination(s)

The destination address(es) for the


forwarded e-mail.

Forward with headers in body


text

Whether or not the header from the


original message is inserted into
the body text of the forwarded message.

Subject

The subject of the forwarded message.

Remove message from system


after forward

Whether or not the message is


removed from the system once it is
forwarded.

Subject

The subject of the reply message.

Message

The text that is sent in the reply.

Append Original Message

Whether or not the Message text is


added to the original message.

Remove Original Message

Whether or not the original message is deleted from the system


once the reply is sent.

Intelligent Router

Action

Route
Media*

Parameter

Indicates

Candidate(s)

A list of devices to which e-mails


are distributed.

Distribution Policy

The method of distribution for the emails.

E-mails Take Priority Over Calls

Whether or not an agent can


receive e-mails even though the
agent is currently receiving a call.

Calls Take Priority Over E-mails

The agent will receive e-mails only


if the agent is in the Free state and
has no calls alerting the extension.

* These actions will be available in a future release.


NOTE: Some Actions (e.g., Answer Call) do not require any parameters and are not
included in the preceding table.

You can also assign Placeholders to Actions (see page 212).

Condition
This page allows you to specify certain Conditions, or parameters, that must be met
before the Action is fired.
To add a Condition:
1. Click the ellipsis (
) button to view
a menu of available parameters. When
selected, the parameter appears in the
text box.
2. Complete the fields provided based on
the Condition you selected.
3. Assign the comparators and/or placeholders, if necessary, as described in the
following sections.

NOTE: If you create more than one condition, you can use the up/down arrow
buttons to change the order in which the conditions are evaluated. Conditions are
evaluated from top to bottom.

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4. Click Add. The Condition is displayed in the list box.

To edit a Condition:
1. Highlight the desired Condition in the list box. The fields display the current settings for that Condition.
2. Make changes as necessary.
3. Click Update. The list box will reflect the changes you made.
To remove a Condition:
1. Highlight the desired Condition in the list box.
2. Click Remove. The Condition is removed from the list box. Because the Condition is not permanently removed, you are not prompted for a confirmation.

Comparators
You can assign a comparator to certain Conditions to ensure the Action is fired only
when a specific value is met.
To assign a comparator:
1. Select how you want the value evaluated. For example, if you want the Action to
fire only when a value is exceeded, you would select the > comparator.
2. Select Numeric, Text, Date (Time), or Duration to indicate the type of comparison.
3. Enter the value(s) to which you will compare the information. If you selected
Between in the Type of comparison field, you must enter two values in the text
boxes provided. If you selected Remainder, you must enter the value that will be
divided into the information (e.g., 2) and the value of the desired remainder.

Placeholders
With Placeholders, you can assign a dynamic parameter, such as agent status, to an
Action or Condition. When the Rule is evaluated, the Placeholder is replaced with the
current information.

INTELLIGENT
ROUTER

For example, you can route a call to a different extension based on the incoming number dialed using the telephone import data programmed in Server. Suppose that Field
6 in the Server contains the extension number of the agent that is assigned to a particular customer. To ensure customer calls are routed to their assigned agent, use the
Field 6 placeholder (under Call Details) in the Destination field of the Action tab.
There are four types of placeholders:
Trunk Based
Extension Based
Agent Based
Call Summary

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To assign a Placeholder to an Action or Condition:


1. Select the appropriate tab (i.e., Action or Condition) in the Rule Manager.
2. Click the ellipsis button (

), and choose a Placeholder from the menu(s).

NOTE: The Placeholder options change depending on the Rule type selected.

Editing Rules
To edit a Rule:
1. Select Edit Rule from the shortcut (right-click) menu, or double-click on the
desired Rule. If in the Rule Manager screen, highlight the Rule and click Edit.
The Edit Rule screen is displayed.
2. Make the necessary changes.
3. Click OK when finished, or click Cancel or Close to exit without saving
changes. If you edited a Rule using the Rule Manager, you are returned to the
Rule Manager screen. If you edited a Rule using any other option (e.g., shortcut
menu), you are returned to the main screen.

Deleting Rules
To delete a Rule:
1. Select Delete Rule from the shortcut (right-click) menu. If in the Rule Manager
screen, highlight the Rule and click Remove.
2. At the prompt, click Yes to delete the Rule or No to cancel the action.
NOTE: Deleting a Rule cannot be undone.
You can also delete all rules in a Rule List by clicking Remove All in the Rule Manager screen. Because you cannot retrieve a Rule once it is deleted, you are prompted
for a confirmation.

Enabling/Disabling Rules

To enable/disable a Rule, select Disable/Enable this Rule from the shortcut menu
(right-click). The icon in the Rule List tile will change depending on your selection
(see page 215 for more information about the Rule List tile).

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Because you may not want to continuously evaluate every Rule, Intelligent Router
has an enable/disable function. This allows you to disable a Rule without having to
permanently delete it.

FILTERS
Intelligent Reporter can also limit statistics to only certain types of calls (e.g., inbound
only, calls for a specific DID number or list of extensions, etc.). This is achieved with
filters, which are only applied to the Trunk List and Multi-Stat tiles. By default, the
All Calls filter, which cannot be edited or removed, is assigned to both of these
tiles.
Using the Filter Manager, you can create as many filters as you require, limited only
by memory. You can also edit filters once they are created, as described in the following sections.

Filter Manager
The Filter Manager lists the currently available filters and provides access to programming options.
To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or
press CTRL + F. Or, select Filter Manager
from the main menu ( ).
While in the Filter Manager screen, you can
add, remove, edit, and copy filters using the
buttons described below:
Add: Displays the Add Filter dialog so
you can create a new filter (see
page 52).
Edit: Displays the Edit Filter dialog so
you can edit the selected filter (see
page 46). (You can also access the Edit Filter dialog box by double-clicking on
the filter you want to edit).
Remove: Removes the currently selected filter. You are prompted for a confirmation before the filter is removed (see page 46).

INTELLIGENT
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Copy: Copies the current filter and immediately includes it in the filter list. The
name of the copied filter is the same as the original filter except it includes
(Copy) after the name. For example, a copy of the Sales filter would result in
Sales (Copy).

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TILES
The Intelligent Router can display up to four tiles at a time: Rule List tile, Event List
tile, Trunk List tile, and a Multi-Stat tile. If viewing two tiles at a time, the Rule List
and Event List tiles are shown. All four tiles are displayed when the four-tile mode is
selected (see page 198 for more information on display modes). Each of the available
tiles and their associated options are described in this section.

Rule List Tile


The Rule List tile displays all of the currently programmed Rules (see page 203 for
information on programming Rules) and indicates whether the Rule is enabled or disabled. The title of this tile (e.g., All Rule Types) describes which rules are currently
displayed. The default is All Rule Types, but you can select what Rule types you want
displayed, as described on page 220.

The icons to the left of the Rules depict whether the Rule is currently enabled or disabled, as described in the following table.
Icon

(Green)

The Rule is currently enabled (i.e., it will be evaluated).


INTELLIGENT
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(Gray)

Indicates

The Rule is currently disabled (i.e., it will not be


evaluated).

For more information on enabling/disabling rules, see page 213.

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Fields
Using the Properties option in the shortcut menu (see page 196), you can select the
fields you want displayed in the Rule List tile. You can also sort the fields and change
the order in which they are displayed.
To configure the fields displayed in the Rule List tile:
1. Select Properties from the shortcut menu
(right-click). The properties dialog box is
displayed.
2. Select the Fields tab. The list on the left
displays the currently selected fields to be
displayed. Each element of the list contains a description of the field, how the
field is sorted (if applicable), the position
of the field, and the sort order (in brackets). You have the following options:

Sort Buttons: The button at the left of


each item displays the current sort
order of this field, as described below.
BUTTON

DESCRIPTION

This field is not sorted.


This field is sorted in ascending order.
This field is sorted in descending order.

NOTE: The number in brackets to the right of the field (e.g., [1]) indicates the
sequence in which fields are sorted. For example, if the list displays Category [1] and
Action [2], the list is first sorted based on the Category field and then sorted again
based on the Action field while maintaining the integrity of the first sort.

INTELLIGENT
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To change the sorting order, select the sort button of the field you want to
sort, and make your selection from the menu.

216

Add: Allows you to add a field by displaying a menu containing groups of


parameters. When you select a group, a submenu displays all parameters of
that type. Selecting a parameter automatically adds it to the end of the list,
using the system defaults.

Intelligent Router

Remove: Removes the selected parameter from the list. Because you cannot
permanently remove the parameter, you are not prompted for a confirmation.

Move Up/Down: Moves the selected parameter up/down in the list. If you
move more than one parameter at a time, the selected parameters are kept in
the same order relative to each other.

NOTE: You can remove or move more than one field at a time. To select fields that are
displayed next to each other, hold down the SHIFT key while selecting the first and last
field you want to highlight. To select fields that are not listed consecutively, hold down
the CTRL key while making your selection.

3. Click OK to save your settings, or click Cancel to exit without saving changes.

Categories
You can also change and modify the categories that are displayed in the Rule List tile.
This allows you to program the way the information in the tile is displayed so that you
can easily find the data you want.
To configure the categories for the Rule List tile:
1. Select Properties from the shortcut menu
(right-click).
NOTE: You can also modify categories while in
the General tab of the Add/Edit Rule dialog box
(see page 204).

2. Select the Categories tab. The categories


currently displayed in the Rule List tile are
listed. You have the following options:
Add New: Allows you to add and
configure a new category to display in
the tile (see page 218 for programming instructions).

Edit: Allows you to edit the selected category (see page 218).

Remove: Removes the highlighted category (see page 219). Because you
cannot retrieve the category, you are prompted for a confirmation.

Remove All: Removes all of the categories listed. Because you cannot
retrieve the categories, you are prompted for a confirmation.

NOTE: Removing categories cannot be undone.

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3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.

Adding a New Category


To add a new category while in the Properties dialog box:
1. Click Add New. The Add a Category dialog box is displayed.
2. Complete the following fields:

Name: Enter the name of the category


you are adding.

Enabled Color: Select the foreground and background colors used to


identify enabled Rules within this cate g o r y. A n e x a m p l e o f t h e c o l o r
scheme is displayed in the Example
field.

Disabled Color: Select the foreground and background colors used to identify disabled Rules within this category. An example of the color scheme is
displayed in the Example field.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Properties dialog box.

Editing a Category
To edit a category while in the Properties dialog box:
1. Highlight the category you want to edit, and click Edit. The Edit a Category dialog box is displayed.
2. Make the necessary changes.

INTELLIGENT
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3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the Properties dialog box.

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Intelligent Router

Removing a Category
To remove a category while in the Properties dialog box:
1. Highlight the category you want to delete, and click Remove, or click Remove
All to remove all categories listed.
2. At the prompt, click Yes to delete the category or No to cancel the action.
NOTE: Removing categories cannot be undone.

Event List Tile


The Event List tile shows all of the events that occurred because a Rule was evaluated
and a subsequent Action was executed. It also indicates whether or not the event was
successful. The title of this tile, like the Rule List tile, describes which events are currently displayed. The default is All Events, but you can change this, as described on
page 220.

The icons to the left of the Events depict whether or not the Event was successful, as
described in the following table.
Icon

Indicates
INTELLIGENT
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The Event was successful (i.e., the Action was


executed).
The Event was not successful (i.e., the Action was
not executed).

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Fields
Using the Properties option in the shortcut menu (see page 196), you can select the
fields you want displayed in the Event List tile. You can also sort the fields and
change the order in which they are displayed. For information on configuring the
fields, see page 216.

Event Color
You can also configure the colors used for each event based on whether or not it was
successful. This allows you to glance at the tile and determine which events have
failed and/or succeeded.
To configure event colors for the Event List tile:
1. Select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed.
2. Select the Event Color tab.
3. Complete the following fields:

Foreground Color: Select the foreground


colors used to identify successful and failed
events.

Background Color: Select the background


colors used to identify successful and failed
events.
4. Click OK when finished, or click Cancel to exit without saving changes.

Changing Display Types


Intelligent Router allows you to display different rule/event types (e.g., trunk call
routing, account code entered, failed, etc.) in the Rule List/Event tile. By default, all
rule/event types are displayed.
To change the Rule/Event types displayed:
1. Click the
appears.

button on the tiles titlebar. A list of the available Rule/Event types

INTELLIGENT
ROUTER

2. Select the desired Rule/Event type. A check mark (D) indicates the displayed
Rule/Event type. The titlebar will display your choice, and the information will
update to reflect the Rule/Event type selected.

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Trunk List Tile


This tile displays various statistics per trunk using either icons or a report list. In addition to displaying information, such as the Caller ID of a call on the trunk, the tile can
display summary information for each trunk, such as calls handled, average ring time,
etc. The list can also have an associated alarm, which will notify you when calls on a
trunk have been ringing for longer than a specified period.

This tile uses a color scheme to indicate the status of calls. For example, the background color of each list item denotes whether the call active on the trunk line is
inbound or outbound, while the foreground color of each item denotes whether the
call is answered, ringing, or on hold.
The images in the Status field change, depending on the status of the call that is active
at the trunk, as described in the following table.
BUTTON

DESCRIPTION

An inbound call is ringing in on this trunk.


An outbound call is ringing in on this trunk.
A call is answered on this trunk.
A call is held on this trunk.
A call is answered and held on this trunk.

General: To configure the general properties of the Trunk List tile, refer to
page 169.
Call Colors: With the Call Colors tab, you can assign different colors to calls
based on their direction and status. This allows you to quickly see the current status of the trunks included in the list. See page 171 for configuration information.
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To configure a Trunk List tile, select Properties from the shortcut menu (right-click).
The Properties dialog box is displayed. This screen presents the following tabs:

Call Alarms: The Trunk List tile can have an alarm applied to one or more statistics. If the statistic falls within a given range, the alarm is triggered. You can configure the alarm to flash the associated tile, play a sound, write a message to an
alarm log, and/or activate the Trunk List tile. Refer to page 172 for more information.
Fields: Using the Properties option in the shortcut menu, you can select the fields
you want displayed in the Trunk List tile. You can also sort the fields and change
the order in which they are displayed. For information on configuring the fields,
see page 174.

Call Alarms
The Trunk List tile can have an alarm applied to one or more statistics. If the statistic
falls within a given range, the alarm is triggered. You can configure the alarm to flash
the associated tile, play a sound, write a message to an alarm log, and/or activate the
Trunk List tile.
To configure the call alarms:
1. Select Properties from the shortcut menu (right-click). The Properties dialog box
is displayed.
2. Select the Call Alarms tab, and complete the following fields:

Enable the Alarm: Select this option to enable the alarm. You can also
deactivate a firing alarm by deselecting this box.

Alarm Settings: Click this button to program the alarm settings (see the following section). The alarm you program, however, will not fire unless you
select the Enable the alarm option.
3. Click OK when finished, or click Cancel to exit without saving changes. You are
returned to the main screen.
For information on setting alarms, see step 4 on page 49.
To deactivate and/or disable the alarm, deselect the Enable the alarm option in the
Properties dialog box.

Fields

INTELLIGENT
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Using the Properties option in the shortcut menu, you can select the fields you want
displayed in the Trunk List tile. You can also sort the fields and change the order in
which they are displayed. For information on configuring the fields, see page 216.

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Multi-Stat Tile
The Multi-Stat tile displays several call summary statistics in a list format. Any filters
applied to this tile affect all statistics on the tile, allowing you to view similar statistics for a given filter, such as a group of agents. Each statistic can also have an associated alarm, which will notify you when the statistic falls within a certain range, and
can be used within Intelligent Router Conditions (see page 188).

To configure a Multi-Stat List tile, select Properties from the shortcut menu (rightclick). The Properties dialog box is displayed. This screen presents the following tabs:
General: To configure the general properties of the Multi-Stat tile, refer to
page 158.
Statistics: This page displays the currently available statistics, indicating their
color and whether or not they have an associated alarm. See page 159 for configuration information.

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RULE AND ACTION TYPES


There are many Rule and Action Types that Intelligent Router supports. This section
examines the evaluation conditions and default action of each Rule and Action type.

Rule Types
The following table lists all of the Rule types and their associated evaluation conditions, parameters, and default action. Unless indicated, all Rule types are evaluated
every rule evaluation period, which defaults to 500 milliseconds.
Rule Type

Trunk Call Routing

Evaluation Conditions

Default Action

Trunk call segment starts Route the trunk call.


and alerts or queues at a
device.

Trunk line call segment


Trunk Call Offered

starts alerting or queuing at


a different hunt group.
A trunk call starts and the Route the trunk call.
last alerted device is valid.

The last alerted device

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Trunk Call Recording*

224

changes for a trunk call.


Trunk line call segment is
answered at a specified extension or agent ID.

Record the active trunk


line call.

Trunk Call Rejection

Trunk line call is made from the


specified extension or agent
ID.

Release (end)
trunk call.

the

Trunk Call Refused*

Trunk line call is refused (e.g.,


redistributed to another hunt
group member) at a specified
extension or agent ID.

Set ACD agent state to


DND.

Extension/Agent ACD
State Threshold

Extension or agent exceeds a


particular time in the specified
agent state.

Set ACD agent state.

Scheduled

Evaluation time entered is met.

None.

Trunk Call Talk Time


Threshold

Trunk line call is answered at a


specified extension or agent
ID.

Send E-Mail**.

Account Code
Entered

Account Code is entered by an


extension or agent ID.

Update trunk call information.

Trunk Call Answered*

Trunk line call is answered at a


device.

None.

Intelligent Router

Rule Type

Evaluation Conditions

Default Action

Trunk Call Answered*

Trunk call is answered.

None.

Extension/Agent Idle*

Device goes idle (on-hook)

None.

Extension/Agent Off
Hook or Alerting*

Agent ID or extension goes offhook or is alerted by an internal/external call.

None.

Extension/Agent ACD
Log In*

Agent ID or extension performs


an ACD log in.

None.

Extension/Agent ACD
Log Out*

Agent ID or extension performs


an ACD log out.

None.

Extension/Agent ACD
State Changed*

Agent ID or extension changes


ACD agent state.

None.

Extension/Agent DND
Changed*

Agent ID or extension changes


DND state.

None.

Extension/Agent
Forwarding Changed*

Agent ID or extension changes


forwarding state.

None.

Trunk Call Held*

Trunk line call is held.

None.

Trunk Call Received*

Trunk line call is retrieved from


hold.

None.

Trunk Call Active*

Trunk line call starts and the

None.

first alerted device is valid.

First alerted device changes


for an active trunk line call.

*These Rule types are not affected by the evaluation period.


** This action is only performed if the Router recognizes a MAPI-compliant e-mail
application (see page 201).

Action Types
There are many Actions that Intelligent Router can perform. The following table lists
all of the Action types and their associated function.
Action

Function

Deflects a call to the first available device found within the


extension/agent list specified.

Answer Call

Answers the call at the device for which a particular Rule


has fired.

Record Call

Records a call at the specified extension or agent ID.

Release

Releases all calls at the specified device, and forces the


device into an on-hook state.

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Route Call

Action

Set ACD
State

Function

Agent

Sets the ACD agent state at the specified device.

Send E-Mail*

Sends an e-mail to a specified list of addresses.

Update Trunk Call


Information

Updates the information stored internally by Server against


the current trunk call.

Distribute Call
Skills Group

Allows the balanced delivery of trunk line calls to a Skills


Group, which you or the installer should define in the device
list.

to

Sets the specified account code at a device.

Monitor Call

Allows you to monitor a trunk line call at the specified


device.

Dial DTMF Digits

Dials DTMF digits at the specified device.

Run Executable

Executes the specified file on the computer running Intelligent Router. This can be any executable file on a remote
network drive, although it would still run on the Intelligent
Router PC.

Play.WAV File

Plays a.wav audio file.

Transfer Call (OneStep)

Blind transfers the current call to a destination device.

Set Forward State

Sets or clears the forwarding state of the specified extension


or agent ID.

Exclusive Hold

Instructs the telephone system to place a call on Exclusive


Hold. This holds the call at the device specified in the corresponding Rule.

System Hold

Instructs the telephone system to place a call on System


Hold. This holds the call at the device specified in the corresponding Rule.

Retrieve Call

Instructs the telephone system to retrieve a held call. This


retrieves the call at the device specified in the corresponding Rule.

Make Call

Allows you to make a call at the specified extension or agent


ID.

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Set Account Code

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Part No. 835.2209


Issue 3.1, October 2002

A946/331:A