Avaya Call Center Reporting Bedienungsanleitung Seite 44
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Wallboards 44
Note: It is advisable to put spaces at the end of the Message so that the last word is
separated from the first word when the Message repeats.
Editing a Wallboard Message
1. From the Message tab, click and highlight the Message to edit.
2. Click P
roperties and edit the text as required.
3. Click OK to save the changes.
Deleting a Wallboard Message
1. From the Message tab, click and highlight the Message to delete.
2. Click R
emove.
3. Click Y
es when prompted.
Sending Wallboard Messages
A Message can be sent manually to a Wallboard at any time.
1. From the Message tab, click and highlight the Message you want to send.
2. Click S
end.
Note: If the Message is sent from the System level, then after clicking S
end, a
dialog box will open with the option to send the Message to either the System
Wallboard only, or to All Wallboards. Click the option required.
3. Click OK to sent the Message.
Wallboard Alarms
A Wallboard Alarm can be set up so that when a specific Parameter reaches a critical threshold
either a Message is sent to the Wallboard or, if no Message is required, the alarmed Parameter on
the Wallboard will flash. Wallboard Alarms can be used to alert your staff of a critical condition
such as too many calls in the Skillset call queue or too many Agents in the not ready state. An
audible Buzzer accompanies Wallboard Alarms if this option is configured in the Wallboard
Settings tab.
!
If the Alarm condition is still true following an alarm from Nortel Networks
Call Center Reporting being sent to the wallboards, a new alarm is sent. If you
have configured the alarm to send a scrolling message then you will not be able
to see the actual parameter values on the wallboard as these are cleared before
the messa
g
e is scrolled. Re
p
eated alarm messa
g
es will obscure the
p
arameter
- Set Up and Operation Guide 1
- Table of contents 2
- How to use this guide 5
- Other documents 6
- System Overview 7
- PC requirements 8
- System Overview 9 9
- Introduction 11
- Installation prerequisites 11
- Configure window tabs 34
- Wallboards 39
- Wallboards 40 40
- Wallboard Assignment 40
- IP Address / Network Name 40
- Wallboard Parameters 42
- Wallboards 43 43
- Creating a Wallboard Message 43
- Wallboards 44 44
- Editing a Wallboard Message 44
- Deleting a Wallboard Message 44
- Sending Wallboard Messages 44
- Wallboards 45 45
- Creating a Wallboard Alarm 45
- Editing a Wallboard Alarm 45
- Wallboards 46 46
- Deleting a Wallboard Alarm 46
- Editing a Wallboard Schedule 46
- 3. Click Yes when prompted 47
- Statistical Settings 49
- Statistical settings 50 50
- Agent Status Alarm 50
- Call Waiting Alarm 50
- Service Target 50
- Real Time Information 51
- Real Time screens 52
- Real Time information 55 55
- Real Time information 58 58
- Management Reports 59
- Accessing Current Reports 60
- Accessing Historical Reports 60
- Management Reports 61 61
- Report Manager window 62
- Viewing Reports 63
- Report Types 64
- Management Reports 65 65
- Management Reports 66 66
- Management Reports 74 74
- Printing reports 75
- Abandoned Caller ID Report 76
- Configuration Report 78
- Print Schedule 79
- Management Reports 80 80
- Management Reports 81 81
- Management Reports 83 83
- Upgrade Process 85
- Report Table 87
- Group Report Table 88
- Agent Report Table 88
- Line Report Table 89
- Detail Agent Report Table 89
- Summary Report Table 90
- Total Report Table 90
- Unused Tables 91
- Glossary of Terms 93
- Glossary of Terms 95 95
- Glossary of Terms 96 96
- Index 97 97
- Index 98 98
- Index 99 99
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