Avaya Compact Business Center Bedienungsanleitung

Compact Business Center

Installation and User Manual

40DHB0002USCK Issue 3b (02/04/02)

Contents

Compact Business Center Page 2

Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Introduction ......................................................................................................... 3

Program Overview ....................................................................................................................... 3

Installing CBC...................................................................................................... 4

Installation.................................................................................................................................... 4

Uninstall ....................................................................................................................................... 4

Starting CBC........................................................................................................ 5

Initial Start of CBC ....................................................................................................................... 5

Using CBC ........................................................................................................... 6

User Interface .............................................................................................................................. 6

System Statistics ....................................................................................................................... 6

Creating the Charts...................................................................................................................... 7

Amending Charts....................................................................................................................... 9

Deleting Charts.......................................................................................................................... 9

Zooming into Charts .................................................................................................................. 9

Change Settings. ....................................................................................................................... 10

Index................................................................................................................... 11

Contents

Introduction Program Overview

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Introduction

Program Overview

The Compact Business Center (CBC) is designed to provide customers

with a summary analysis of the activity on the IP Office telephone system

for both overall system performance and selective departmental

performance. A maximum of three departments can be monitored at any

one time.

Data is written every minute to a CSV file, which can be opened and used

within other programs e.g. Excel. The historic data is kept for a month,

which is a maximum of 31 days.

Installing CBC Installation

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Installing CBC

Installation

Compact Business Center can be installed on a server PC running

Windows 2000 Professional or Windows NT. It needs to be installed onto

a server that has access to Delta Server.

To install:

1 Insert the CD into the CD Drive. It should Autostart. If this does not

occur:

–Click on the Start button in the Windows Taskbar then click on Run.

–Click on the Browse button and look at your CD Drive.

–Double click on SETUP.

–Click on the OK button to start the installation.

2 A screen is displayed, letting you select the language that you want to

use for the installation. Select the required language and then click on

the OK button.

3 The InstallShield Wizard will start. At the Welcome screen click on the

Next button to continue with the installation.

4 At the completed installation screen click on the Finish button to

complete the installation.

Uninstall

If you need to remove the Compact Business Center software this can be

done by using the Add/Remove programs tool as provided with Windows

operating software. By removing the program in this way, all files

associated with CBC will be removed.

Starting CBC Initial Start of CBC

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Starting CBC

Initial Start of CBC

Make sure that the Delta Server is running and then start the CBC program

by:

1 Click on the Start button in the Windows Taskbar.

2 Highlight Programs.

3 Highlight CCC.

4 Click on CBC

The first time you start CBC you will view a configuration screen, see the

example shown below.

A maximum of three departments/groups can be monitored. You can

select the required groups by clicking on a Group Selection button, as

indicated in the above illustration. When you click on the Group Selection

buttons, you will view the DN Selection screen. Select the required Dn and

then click on the OK button.

The shift period can be amended or left as the default (9.00 until 5.30).

When all the details have been completed click on the Finish button to

continue.

Note:

1. If you need to amend the Departments/Groups you have selected you can

change the configuration setting as described on page 10.

2. Only users who are set-up as Agents will have their call activity displayed within

CBC. If you require to include details of call activity for non-agents then the user

needs to be set-up as an agent.

To set a user up as an agent select 'Force Login' within IP Office Manager and

enter a login code. Once users are agents, their groups can be selected and

monitored within CBC. Agent licences are not required to show call activity within

CBC.'

Using CBC User Interface

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Using CBC

User Interface

Up to a maximum of 4 real time charts can be viewed at any one time. For

details on how to generate the charts, see page 7.

System Statistics

The statistics in the bottom half of the screen shows the real time activity of

the system. Details are updated every 10 seconds. If you place the mouse

cursor over the details shown in boxes, more information will be shown e.g.

Calls Presented – The number of calls presented both internally and

externally.

Calls Answered – The total number of calls that were answered both

internally and externally.

Calls Lost – The total number of calls lost both internally and externally

Active Incoming Calls – The number of calls being made into a call center

that are currently in progress. This shows a snap shot view of call activity

allowing the user to have some insight into the balance between agent

resource availability and call traffic load

Calls Queued – The total number of calls in a queue but not alerting (both

internal and external).

Outgoing – The total number of outgoing call attempts including internally

made calls.

Active Outgoing Calls – the total number of outgoing call attempts that

were answered successfully. This shows a snap shot view of call activity

allowing the user to have some insight into the balance between agent

resource availability and call traffic load

Available Lines – The total number of free lines and busy lines available

i.e. trunk utilisation. The percentage figure shows the percentage of total

lines in comparison to the available lines.

Caller Patience (seconds) – The analysis of the average waiting time by

caller to the point at which the call was lost.

Available Agents – This shows the number of agents logged on. The

percentage figure shows the number of agents in a ready state as a

percentage of all agents on the telephone switch.

Using CBC Creating the Charts

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Creating the Charts

If you want to create a new chart and charts are already present, you need

to amend the existing chart as detailed on page 9.

To create a chart when no chart is showing:

1. Click on the Chart button

2. Select the area of the quadrant that you want the chart to show in.

3. Select the chart type. There are six available chart types to choose

from 2D line, 2D bar, Area, 3D line, 3D bar and 3D area. Click on the

Next button to continue.

4. Select the Dn that you want to report on and the variable data type i.e.

external, internal or all data. It is possible to select up to 4 variables to

be plotted on each chart style. Once you have selected the variables

click on the Next button to continue.

The variables are:

Presented. The total number of calls presented both internally

and externally.

Answered The total number of calls, which were answered, both

internally and externally.

Lost The number of total calls lost both internally and

externally.

Outgoing The total number of outgoing attempts including

internally made calls.

Available Agents The number of available agents that are logged on.

Available Lines The total number of free lines and busy lines

available i.e. trunk utilisation.

Calls Waiting The total number of calls waiting against either the

three selected groups as defined as the user or the

total number of calls waiting system wide.

Active I/C Calls The number of calls currently in progress across the

entire system.

Active O/G Calls The number of calls currently in progress across the

entire system.

Queued The number of calls waiting to be answered.

Caller Patience Caller satisfaction level.

Using CBC Creating the Charts

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

5. The next part of the wizard allows you to view historical data. To view

data that is not real time click in the date section of the variable, and

select a date from the calendar, see the example below. The display

data can be for any day in the last 31 days, or a range of days. Click

on the Next button to continue.

6. You have a lot of control over the appearance of your selected chart.

Clicking on the Color Palette button can change background color

(Panel Color) . The panel color can be solid, start or end. If you

want a gradient panel, you have a choice of how it shows e.g. top to

bottom, bottom to top, etc.

Clicking on the color palette button to the right of the word Axes can

change the Axes markings color.

Line or area colors representing each variable can be changed by:

−Selecting the variable from the drop down list.

−Click on the color palette button and select the required color.

When all the changes have been made click on the Next button to

continue.

7. The final step of the wizard allows you to choose whether you want to

show a label or not. If you want a label on your chart you can choose

its placement i.e. showing at the top of the chart or at the bottom.

Click on the Finish button when you have made all your changes.

Using CBC Creating the Charts

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Amending Charts

If you want to change an existing chart:

1. Right mouse click over the existing chart.

2. Select the option Edit Chart.

3. Follow the wizard steps from number 3 as detailed on page 7.

Deleting Charts

To delete an existing chart:

1. Right mouse click over the existing chart.

2. Select the option Delete Chart.

Zooming into Charts

When viewing charts on the user interface you can zoom into the chart. To

zoom into a particular section of the chart:

−Drag your mouse over the chart while holding the left mouse button

down, so that a square appears, see Figure 1 for an example of the

selection.

−When you let go of the mouse button, the chart will zoom into the time

periods that you selected, as shown in Figure 2.

To expand the view make your selection beyond the edge of the chart, see

the example shown below. When you let go of the mouse button, the

whole shift time period will show.

Using CBC Change Settings.

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Installation and User Manual 40DHB0002USCK Issue 3b (02/04/02)

Change Settings.

Group selections that were made when CBC was run for the first time can

be changed. All charts and data for the original selection of groups will be

lost when you change your selection.

1. From the File menu, select Default Settings.

2. Select the groups that you want to monitor.

3. Enter the shift period.

4. Click on the Finish button.

WARNING

All original data will be lost when you change the default settings.

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