Avaya CCM 3.1 Manuel utilisateur

CCM 3.1

Report Manager

38HBK00001SCB Issue 9 (18/07/2002)

Contents

CCM 3.1 Page 2

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Contents

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

General ................................................................................................................................................ 3

Report Manager ................................................................................................................................... 4

Using this Manual ................................................................................................................................ 5

INDeX Taskbar .................................................................................................................................... 5

Report Server ............................................................................................................................6

INDeX Archiver .................................................................................................................................... 6

Report Scheduler ......................................................................................................................8

Overview .............................................................................................................................................. 8

Starting Report Scheduler.................................................................................................................... 8

Editing Tasks ..................................................................................................................................... 10

Task History....................................................................................................................................... 11

Report Scheduler Preferences........................................................................................................... 12

Report Scheduler Distribution Management ...................................................................................... 13

Report Viewer..........................................................................................................................15

General .............................................................................................................................................. 15

Launching Report Viewer................................................................................................................... 15

Managing Report Viewer ................................................................................................................... 17

Opening a Corporate Document ........................................................................................................ 19

Refresh Corporate Document ............................................................................................................ 20

Viewing the Results of a Report......................................................................................................... 21

Printing Reports ................................................................................................................................. 23

Reports for Scheduled Processing .......................................................................................24

Overview ............................................................................................................................................ 24

Submitting a Report ........................................................................................................................... 25

Trouble Shooting ....................................................................................................................28

Report Viewer .................................................................................................................................... 28

Index.........................................................................................................................................29

Introduction General

Introduction

General

Contact Center Modules (CCM) provide the user with the necessary tools

to facilitate the management of call traffic. They are designed to provide a

tightly integrated real time and historic reporting package and wallboard

support for the INDeX eBusiness digital communications platform. The

product consists of a set of fully integrated modules sharing a common

database utilising Interactive Directory and Database (IDD) technology.

The suite of modules consists of the following applications:

Call Center View (CCV):

Provides a management package for telephone based staff and

supports any size Customer Facing Department (CFD) or contact

center. To effectively control customer service levels, real time human

resource management is essential and the Call Center View has been

specially designed to manage the CFD’s or contact center’s most

valuable and expensive asset – its people.

•

Call Center View Alarm Reporter:

Provides information (for each Call Center View Profile) about alarms

that have occurred within the Contact Center. The detailed alarm

information for each directory number is presented in report format,

which can then be printed.

Wallboard Manager:

Real time information from the Contact Center is essential to react to

constantly changing telephone traffic levels and provide excellent

customer service. Wallboards allow managers and staff to monitor the

service being provided and respond immediately. Wallboards provide

current information on the number of calls waiting, response times and

service levels etc.

PC Wallboards:

The PC Wallboard delivers traditional wall mounted wallboard

functionality to the desktop but with the additional benefit of each PC

Wallboard agent being able to configure and monitor a personalised

view of the contact center. The PC Wallboard also enables agents to

increase their productivity and maintain revenue levels with the added

benefit of managing customer callback requests.

Report Manager:

Provides in depth historical reporting on CFD or contact center activity.

In addition to call information, the Report Manager also reports agent

activity. This powerful package allows individual call records to be

stored and reported upon months later.

Report Designer:

The Report Designer is a software tool used for querying and reporting.

It enables the user to create reports that contain data from their

Contact Center database and schedule reports to be updated and

printed.

INDeX Taskbar:

Enforces the user rights and password protection as well as providing

a single point of access to the Contact Center Modules.

CCM 3.1 Page 3

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Introduction Report Manager

Report Manager

The Report Manager provides in depth historical reporting on Call Center

activity. In addition to reporting on call information, the Report Manager

allows reporting on agent activity enabling human resource management.

The product is supplied with Corporate Document templates which may be

used to create standard ‘management ready’ reports.

With Report Manager, you can:

Access reports that contain data from the INDeX Archiver;•

•

Organize and print your reports;

Refresh report data;

Schedule reports to be refreshed, printed, or save reports as HTML

documents on web servers.

Report Manager comprises of two elements - Report Server and Report

Viewer. The Report Designer is a separate program which lets you design

your own reports.

Report Designer

Archiver Report Scheduler

Report Server Report Viewer

Report Manager

Report Server:

The Report Server stores Call Records (SMDR’s), along with agent status

information records, into a MS SQL database. Call records store detailed

information about every call such as time of call arrival, intended recipient,

answering agent, CLI etc. In fact, the SMDR record contains up to 37 fields

of data per call.

Report Server comprises of two elements which are Archiver and Report

Scheduler. It allows up to 9 Report Viewers and providing users access to a

central source of data across the network.

Archiver:

Archiver obtains and accumulates the information from the telephone

system via the Delta Server.

•

• Report Scheduler:

Report Scheduler offers scheduled or batch processing of documents.

Report Viewer:

Report Viewer is a software tool to integrate reporting and analysis. It

enables you to schedule Corporate Documents that display accurate, up-to-

date data.

CCM 3.1 Page 4

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Introduction Using this Manual

Using this Manual

This manual covers the procedures of the Report Manager application. It is

divided into the following sections:

Report Server

• Archiver

• Report Scheduler

Report Viewer

• Corporate Documents

Microsoft Office Compatible

Report Manager is a Microsoft Office compatible product, which means that

its toolbars, menus, and accelerator keys are similar to those used by

Microsoft Office. If you are already using Office or an Office Compatible

product, you will see that many tasks can be completed in a similar manner

in Report Viewer. These similarities make it easier for you to use the Office

Compatible products together.

Office Compatible Features Supported by Report Viewer

Report Viewer contains toolbars similar to the ones in Microsoft Office.

You can print a document just by pressing the Print button on the

Standard toolbar. You can discover each button’s function by pointing

to it with the mouse to activate a ToolTip that displays the button’s

name.

•

• Using Report Viewer with Microsoft Office

You can transfer data in the Report Viewer window to Microsoft Office

using the Export to External Format dialog box, choose copy to DDE.

Doing so transfers the data in the current data provider to an Office

application.

INDeX Taskbar

INDeX Taskbar provides the ability to launch the INDeX CCM applications.

It also provides built in security through a logon procedure; i.e. you must

log on to the INDeX Taskbar before launching the INDeX CCM

applications.

Further details on INDeX Taskbar are available from the INDeX Taskbar

User Manual.

CCM 3.1 Page 5

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Server INDeX Archiver

Report Server

INDeX Archiver

INDeX Archiver obtains and accumulates information from the telephone

system via the Delta Server. It resides on a Windows NT Server or

Windows 2000 Server PC called ARCHIVERSQL. Every time the Server

PC is switched on, the INDeX Archiver is launched automatically. A

telephone icon appears in the Windows Taskbar. If you double click on

the Icon the Archiver screen will show.

The information on the screen is as follows:

Status - Indicates the status of the Archiver.•

•

Started - Indicates the date and time Archiver was launched.

Last Msg At - Indicates the last message received from the Delta

Server.

Received - Indicates the number of messages received from the Delta

Server during this session.

In Queue - Indicates the number of messages waiting to be stored in

the database.

Indexed - Indicates the number of messages that have been indexed.

Rejected - Indicates the number of SMDR messages that were

rejected by the Archiver because of corruption or invalid message in

the telephone system database. Rejected is incremented when an

SMDR is corrupted owing to external factors (e.g. cable breakage, or

data corruption in the database). This figure should never increment.

If it does, it is advisable to check all cables, network setting, names in

the database, etc. Occasionally SQL problems can also cause an

increase in this number. If this occurs, check the System and/or SQL

Events Log.

SQL Server – The name of the SQL server.

Delta Server - The name of the delta server.

Archiver Metrics – Indicates the number of SMDR messages received

by the Archiver.

Archiver Activities – Indicates the number of Agent activity messages

received by the Archiver. This figure will be considerably higher than

the Archiver Metrics figure.

Archiver Call Flow – Indicates the number of Call Flow messages

received by the Archiver. Call Flow metrics are only available when

configured in Voice Mail.

If INDeX Archiver is not running you can start it by:

1. Ensure that the Delta server is running.

2. Click the Start button on the Windows Taskbar.

3. Point to Programs and then to INDeX CCM.

4. Click Archiver from the sub-menu.

CCM 3.1 Page 6

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Server INDeX Archiver

Connection to Delta Server

To connect to a different Delta Server within the network:

1. From the Configure menu, select Change Delta Server.

2. At the warning screen click OK. A screen will appear which indicates

that the Archiver has located the available Delta Servers. If the required

Delta Server is listed, select it and then click the Connect button.

3. If the required Delta Server is not listed, click the Advanced button.

4. Select one of the options and then click the Search button.

5. Select the required Delta Server and then click the Connect button.

Refresh

This option enables you to update the information displayed on the INDeX

Archiver screen.

To update information:

1. From the View menu, select Refresh.

2. Press F5.

To alter the interval at which the information is updated:

1. From the View menu, select Interval.

2. You are able to select the interval at which the information is updated.

The intervals are 0.5, 1, 2, 5 and 30 seconds. Refresh every 1 second is

the default refresh time period. If you need to alter the refresh time

interval, click the required interval.

Language

This option enables you to change the language of the INDeX Archiver.

To change the language:

1. From the Configure menu, point to Language.

2. Select the required language.

Enable Log File

This feature is for Technical Support Engineers use only. The option

enables you to save all the rejected messages onto a disk file.

When the Archiver Enable Log File option on the Configure menu is

selected, the Archiver will write any rejected messages along with the

reason for rejection to a log file.

The log file is created is "C:\CCM Archiver.log".

This option is for support purposes and should only be enabled at the

request of Technical Support personnel.

Note: To close the Archiver screen select Close from the File menu..

To quit the Archiver application select Stop and Exit from the File menu.

CCM 3.1 Page 7

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Scheduler Overview

Report Scheduler

Overview

The Report Scheduler integrates with the Report Manager to provide report

clients the ability to schedule reports to run at chosen intervals. The Report

Scheduler makes use of the Report Repository database to store

scheduled reports and associated schedule details. It is, therefore,

installed as part of the Report Manager installation. It is designed to put the

call center manager in control of their call center.

Starting Report Scheduler

Every time the Server PC is switched on, the Report Scheduler is launched

automatically. To amend the auto start facility, refer to "Auto Start" on page

12.

If the Report Scheduler is not running you can start it by:

1. Click the Start button on the Windows taskbar.

2. Point to Programs.

3. Point to INDeX CCM.

4. Click Report Scheduler from the sub-menu.

5. Select the required email profile and click Ok.

Note: if no login to an email server exists an error message 'Error: 32003 Login

has failed' message is displayed.

The Schedule List Screen

The Report Scheduler window lists the tasks sent for processing. For each

task, the window displays such information as the document name, status,

owner, priority and submission date.

The Scheduler Taskbar Area

The left side of the Sceduler Taskbar at the bottom of the screen displays

the current state of the scheduler. Detailed below are the various states.

•

Ready: The scheduler is idle

Connecting: An attempt to connect to the repository database is in

progress.

Not Connecting: the scheduler is not currently connecting to the

repository. This state is associated with a red warning triangle.

Running: A scheduled task is being executed.

The middle section of the taskbar indicates the current email status. This

section only displays if the scheduler PC contains a MAPI compliant email

client. It can show either of the following:

Email Status: Logged In

Email Status: Logged Out

The right side of the Scheduler Taskbar displays the date and time that the

schedule was last refreshed. This value is taken from the SQL server and

is formatted according to the language selected for the application.

CCM 3.1 Page 8

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Scheduler Starting Report Scheduler

The Schedule List Details Section

The schedule list displays details of each scheduled task. The columns

that can displayed are detailed below.

•

Status: The status of a task: Waiting, Disabled, or Running.

Title: The title of a report associated with a task.

Description: This is a user-defined text, which can be up to 254

characters. If the user has not defined any description, this section will

be blank.

Owner: The profile name that created the task (usually Designer or

Viewer names according to the language).

PC Name: The name of the PC that was used to create the task. This

field may be blank.

PC Login: The Login used in the PC that was used to create the task.

This field may be blank.

Submitted: The date and time that a task was created. This

information is taken from the PC that was used to create the task.

Start Date: The date/time that a task has been set to begin.

End Date: The date/time that a task will be removed from the schedule

(rounded to the nearest minute). This value will be empty if the task

has no end date.

Frequency: How often the task is to run i.e. Once, Daily, Monthly or

Month Days.

Days: The days(s) on which a task will run. This value is dependent

on the Frequency selected.

Times: The time(s) at which a task will be run. All times are rounded

to the nearest minute.

Distribution: Reports can be distributed by printer, email or export i.e.

save to disk once the Scheduler has refreshed.

Next Run: The date and time that a task will next be run. This value

will be empty when the task has run for the last time before expiring.

Last Run: The date and time that a task was last started running. This

value will be empty until the task has been run once.

Last Run End: The date and time that a task was last completed. This

value will be empty until the task has been run once.

Result:

Failed - When all task actions fail.

Partially Successful – If at least one task action suceeds but at

least one fails.

Successful – Task completed with no errors.

Blank - This value will be empty until the task has been run once.

Note: All date and time values are displayed using the date and time formats

according to the language for the application. Times are rounded to the nearest

second unless otherwise specified.

CCM 3.1 Page 9

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

Report Scheduler Editing Tasks

Refresh the Schedule List.

Although the schedule list is automatically refreshed at regular intervals,

clicking on the Refresh button allows you to manually refresh the data.

You can also select the refresh option from the file menu, or press 'F5'

When the schedule refreshes, expired tasks are removed and any task

created since the last refresh will be displayed. When the schedule is

automatically refreshed, any pending tasks are run starting with the task

that has been pending for the longest time. Pending tasks can be manually

run by clicking the Run Pending button . You can also

select the Run Pending Tasks option from the File menu.

Editing Tasks

Tasks can be edited in two ways.

You can select a task and then chose an option from the Edit drop

down menu.

•

• Right mouse click a task to view the pop-up menu.

The options in the pop-up menu are in a different order to those in the Edit

menu. This is to minimise the possibility of unintended options being

selected. The contents are the same in both menus except that the pop-up

menu contains the 'cancel' option. The available options in these menus

are as follows.

Option Action

Cancel Closes the pop-up menu.

Disable/Enable Toggles whether the selected task is enabled. If disabled,

the task does not run but at the times that the task would

have run if it were enabled, the 'Next run Date' is re-

evaluated.

Run Now Runs the selected task immediately. This does not affect

the existing values of the 'Next Run Date'.

Delete Removes the selected task from the schedule. When

selecting this option the confirmation prompt is displayed.

The 'no' button is the default button so that if the return key

is pressed the task will not be deleted. Tasks can also be

deleted by selecting and then pressing the delete button.

Properties This option displays the schedule properties for the selected

task.

CCM 3.1 Page 10

Report Manager 38HBK00001SCB Issue 9 (18/07/2002)

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