Avaya Reporting for Call Center Bedienungsanleitung Seite 241
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Troubleshooting Reporting for Call Center 231
Issue 02 (05) Reporting for Call Center Set Up and Operations Guide
Norton Anti-Virus is one anti-virus package known to cause this symptom.
By Un-checking the “Enable File System Real Time Protection” option in Norton Anti-Virus the
operation of the Real Time screens are no longer restricted and cal operate in their usual way.
To do this, right click on the Norton Anti-Virus icon in the system tray. If there is a tick by it,
select “Enable File System Real Time Protection” to remove the tick.
Alternatively, you can try deactivating the Nortel Networks Reporting for Call Center diagnostic
logging (if it is activated), see Page 43.
Anti-Virus packages vary in their implementations and in the granularity with which you can
adjust their operational parameters. Typically, however, the settings which you can adjust that
would make the Real Time Screens appear sluggish in updating are the real time file scanning
settings.
Note: ‘real time’ in this context means that the Anti-Virus software scans the files on your
computer constantly – it does not refer to the Reporting for Call Center Real Time screens.
It is just a coincidence that both applications have features that have the words ‘real time’
in their title.
• Some Anti-Virus packages allow you to specify files with certain extensions which are to
be ignored during virus scans. If this is possible with your Anti-Virus software, instruct
it to ignore files with .log extensions.
• Some Anti-Virus packages allow you to specify locations on your hard disk which are to
be ignored during virus scans. If this is possible with your Anti-Virus software, instruct
it to ignore the location of the Reporting for Call Center log files. By default this is
\Program Files\Nortel Networks\Reporting for Call Center\Logs.
• Some Anti-Virus packages allow you to disable or fine tune the real time scanning action
of files, and to isolate which types of file modification will trigger a re-scan (create a file,
modify a file, write to a file, etc).
Cannot Access the Login Page
This problem has been seen when the Web Host PC has Norton Anti-Virus running.
One setting of Norton Anti-Virus (Script Blocking) prevents Nortel Networks Reporting for Call
Center from running normal operations.
This option should be disabled in the anti-virus configuration screen on the Web Host PC only.
Turning off script blocking in Norton Anti-Virus 2001
To disable Norton Anti-Virus 2001 Script Blocking:
1. Start Norton Anti-Virus.
- © 2004 Nortel Networks 1
- P1012912 Issue 02 (05) 1
- Table of Contents 3
- Table of Figures 7
- Change History 11
- How to Use This Guide 12
- How to Use this Guide3 13
- Introduction 14
- Administrators and Users 15
- Assigned Skillsets 15
- SQL Historical Database 16
- System Software 16
- PC Requirements 16
- Introduction 7 17
- Installation 18
- Introduction 9 19
- Installation prerequisites 20
- Introduction 11 21
- Introduction 15 25
- Back button 26
- Introduction 17 27
- Introduction 21 31
- Administration 33
- Changing Default Password 34
- Administration Menu 35
- Administration 27 37
- Administration 29 39
- Administration 31 41
- System Admin Settings 41
- User Admin 42
- Administration 33 43
- Figure 23 User Admin Page 43
- Figure 24 Add User Page 44
- Administration 35 45
- Administration 37 47
- Figure 26 Edit User Page 47
- Reset Password 47
- Skillset Assignment 48
- Administration 39 49
- Administration 41 51
- Administration 43 53
- Figure 32 Logging Menu Page 53
- Administration 45 55
- Figure 35 Main Menu Page 56
- Logging In 57
- Time Bins Setup 60
- Figure 41 Time Bins Page 63
- Print Schedules 64
- Daily Schedules 65
- Real Time 93
- Skillset 95
- Call Detail 99
- Logged Into SS 103
- Agent Alarms 104
- Wallboard Setup 107
- Parameter Messages 108
- Scrolling Messages 108
- Alarm Messages 109
- Wallboard Assignment Page 111
- Figure 74 Add Wallboard Page 113
- Add Wallboard Page 113
- Parameters Button 116
- Figure 79 Add Message Page 119
- Figure 83 Add Alarm Page 123
- Alarm Periods 125
- Schedules 127
- Figure 86 Add Schedule Page 129
- Figure 88 Edit Schedule Page 131
- Reports 135
- Calls and Call Transactions 136
- The available formats are: 139
- Using the Reports 141
- Reports 133 143
- Reports 135 145
- Reports 137 147
- Reports 139 149
- Reports 141 151
- Reports 145 155
- Reports 147 157
- Reports 149 159
- Reports 151 161
- Reports 155 165
- Reports 157 167
- Reports 159 169
- Reports 161 171
- Reports 163 173
- Reports 165 175
- Reports 167 177
- Reports 169 179
- Reports 171 181
- Reports 173 183
- Figure 131 Summary Report 184
- Reports 179 189
- Call Profile Report Table 189
- Reports 183 193
- Reports 189 199
- Reports 191 201
- Reports 195 205
- Reports Explained 207
- Abandoned Call Report 209
- Reports Explained 201 211
- Agent Capacity Report 213
- Help Request Report 215
- Call Average Report 217
- Agent Average Report 218
- Reports Explained 209 219
- Agent Profile Report 220
- Reports Explained 211 221
- Agent Activity Report 222
- Agent Audit Report 223
- Posted, etc 225
- Reports Explained 217 227
- Reports Explained 219 229
- Summary Report 230
- Reports Explained 221 231
- Call Profile Report 232
- Reports Explained 223 233
- Incoming Call Report 234
- Reports Explained 225 235
- Reports Explained 227 237
- Cannot Access the Login Page 241
- Changing Agent Names 243
- Glossary 248
- Glossary 241 251
- References 252
- Index 243 253
- Index 245 255
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