Call Center Suite User Guide

User Call Cent

Guide
er Suite

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:

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Table of Contents

©Inter-Tel, Inc. 2003 printed in USA

CONTENTS PAGEOverview 1

About Call Center Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Software Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Call Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Call Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Call Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Call Modeling and Call Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Using Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Getting Started 7Launching the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Using the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Installing Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Install Single Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Install Disksets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Install Multiple Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Accessing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

CallViewer 13Starting CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13CallViewer Banner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Banner Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Banner Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Creating a Hotkey. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Displaying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Personal Call Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Starting Personal Call Logger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Viewing the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Filtering the Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Making Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Comparing Call Summary to RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Starting Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Starting Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Working with Rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

CONTENTS PAGEWorking with Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Configuring Personal Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

RealViewer 61Starting RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61RealViewer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Automatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Manual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

RealViewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Tile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68Adding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Moving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Setting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Working with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Adding a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Applying a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Using StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88StationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88Program StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Control Calls with the StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Customizing RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Reporter 101Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Configuring Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101Reporter Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Report List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Report Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

CONTENTS PAGEMain Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109Running Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Creating a New Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Date/Time Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113Editing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Duplicating a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Copying a Report’s Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Working with an Open Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Displaying the Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Displaying Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Displaying Information on Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Accessing the Filter Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Creating a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Editing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129Removing a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130Applying Other Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Accessing the Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Creating a New Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Editing a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Deleting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Copying a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Assigning Tariffs to Trunk Lines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Setting the Default Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Export, E-Mail, Publish, and Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Using the Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Opening an Export with Installed Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Using the E-Mail Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Using the Publish Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Using the Import Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Customizing Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Account Codes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150Service Levels Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Durations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Call Costing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153Erlang B/C Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154Licensing Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

Auto Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155Auto Reporter Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156Auto Reporter Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

CONTENTS PAGE Reporter Real-Time 167

Starting Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167Configuring Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Reporter RT Reporter Tile Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Reporter RT Reporter Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Reporter RT Pro Tile Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Reporter RT Pro Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Reporter Real-Time Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170Tile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172Node Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Calls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Deskboard Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174Multi Stat Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Graph (Multi Stat) Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Graph Over Time Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Graph by Device Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176StationViewer Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176Extension List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177Agent List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Extension Detail Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Agent Detail Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

Working with Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Adding Tiles with the New Tile Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182Adding Tiles Using Property Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184Editing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Removing a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Moving, Sizing, Zooming, and Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Cut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Call Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Call Now. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Steal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Send Call To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Log Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Enter Free State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Enter DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Enter Wrapup (Call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Enter Free (E-mail) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209Enter Wrapup (E-mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210

CONTENTS PAGEWorking with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Customizing Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Intelligent Router 213Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213About Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Placeholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

Platform Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

Recommended Hardware Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215Intelligent Router Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216

Starting Intelligent Router. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216Router Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217Network Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 218

Intelligent Router Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Titlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Tile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222Shortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Viewing Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224Two Tile View Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224Four Tile View Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224Arranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Zooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226Copying to the Clipboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226

E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227Customizing Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229

Rule Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229Adding a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Editing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239Deleting Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239Enabling/Disabling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240Filter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241Rule List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241Event List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246Trunk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Multi-Stat Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

CONTENTS PAGERule and Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

Rule Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

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OverviewABOUT CALL CENTER SUITE

The Call Center Suite is a third-party CTI (Computer Telephony Integration) solutionprovider. It links the Inter-Tel System and the computer, providing a seamless andautomated technological partnership. The Call Center is ideal for businesses, such as an order entry center, help desk (cus-tomer support), telemarketing firm, etc., that experience high call volumes and use acomputerized database and/or an automatic call distribution system. With the CallCenter, you can boost efficiency, expand your business, and increase profits with thefollowing 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.

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Software ModulesThe Call Center software package contains the following modules:• Server: Links the Inter-Tel telephone system to your computer network to pro-

vide 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. In addition, V3.11and later support personal call routing, call logger, and real-time statistic compo-nents.

• RealViewer: Allows you to see statistics, at your own computer, based on theactivity of the user or their group.

• Reporter (Basic, Reporter, and Pro): Allows you to analyze the historic call login a variety of ways to make better business decisions.

• Reporter Real-Time (Reporter and Pro): Allows you to analyze the call log inreal-time in a variety of ways to make better business decisions.

• Intelligent Router: Allows you to program routing schemes (and numerousother actions) based on call information and other statistics.

• Auto Reporter: Provides web publishing capabilities for Reporter and ReporterReal-Time.

2 About Call Center Suite

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Call SegmentationCall Segmentation is a configurable feature within Server that improves the accuracyand details of real-time and historic call reporting. Some of the improvements thatCall Segmentation provides include:• 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 ofReporter, you can obtain an entire history of a trunk line call throughout the tele-phone system and see all the different devices that handled the correspondingcall.

• Accurate Call Duration Measurement Against Devices: Call statistics, such asTalk Time, Avg Talk Time, and Calls In, can be accurately calculated for eachextension or agent even when a trunk call is transferred several times betweendifferent extensions.

• Detailed Hunt Group Call Measurement: Call Segmentation gives you moredetailed reporting against hunt group devices. For example, a trunk line call canbe answered by an agent within one hunt group and then transferred by that agentto a different hunt group. The caller could then abandon the call while waiting inthe 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 separatewaiting times associated with the different hunt groups. Call Segmentation tracksthese 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 fordifferent devices on the telephone system.

NOTE: The Call Segmentation feature must be enabled for Intelligent Router to workproperly.

For detailed information on Call Segmentation, see the Call Center Installation Man-ual.

Call ModelingCall 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 mod-ules 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 Serveruses less hard drive space. Call reports, however, will be less detailed and includeonly one segment per call. When modeling by device (i.e., Call Segmentation isenabled), the Server uses more hard drive space, but call reports are more detailed aseach call is segmented based on the device where the call rings.


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Call FilteringCall Filtering is a feature provided in Reporter and Reporter Pro, RealViewer, andIntelligent Router. This allows you to filter call information based on different param-eters, such as how long the call was active, what ACD hunt group the call rang, whatDID number the call used to access the switch, etc. You can also filter calls by deviceor 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 arehandled by a single device. Although this option results in faster call record process-ing, statistics will be invalid for any calls handled by multiple devices (e.g., calls thatare transferred, diverted, etc.).Filtering calls by device, on the other hand, results in a slower processing of callrecords. Reports, however, are device-based and include accurate statistics for callshandled 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 discon-nected).

Call Modeling and Call FilteringHow a call is modeled may affect filtering capabilities. The following table will helpyou determine which combination will result in the information you need.

* 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 mod-eled. This not only ensures the statistics are calculated correctly, but it also preventsany confusion when running reports or viewing RealViewer tiles.

Filter By Trunk Filter By DeviceCalls are not segmented by the Server and are counted as viewed from the trunk’s perspective. This works well in an environment where:

• Calls are routed directly to a Hunt Group(or agent).

• 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 not segmented by the Server, but calls are counted as viewed from the device’s perspective. This results in inaccurate statistics for transferred calls.

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

This is the default combination.*Calls are segmented by the Server and are counted as viewed from the device’s perspective. This works well in an environment where:

• Calls are routed through multiple huntgroups.

• There are multiple CRAs (and IVR).• Calls are transferred.• Many devices handle one trunk call.

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4 About Call Center Suite

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

NOTE: Technical support personnel may need to view the installation, setup, etc. ofthe 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 withCall Center Suite, and it is recommended that you install it on the computer runningServer.

Customers performing their own Custom Macro development may obtain TechnicalSupport 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: [email protected]: 800-644-7605, ext. 60588

Using HelpHelp is a complete on-line reference tool you can use at any time. Help is especiallyuseful if you require information quickly or if the manual is not available. When theapplication is active on your desktop, you can press F1 to access the help for that par-ticular window. Or, you can click the Help button in various windows or the Help but-ton ( ) on the toolbar.

The rest of this manual includes information on installing, programming, and using allof the Call Center modules.


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ABOUT THIS GUIDEThis guide contains basic instructions for using the Call Center modules. For moredetailed information and expanded procedures, refer to the Call Center InstallationManual. 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.

6 About This Guide

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Getting StartedLAUNCHING THE CD-ROM

The following instructions assume that Windows 95/98/ME/2000/XP/NT 4.0 or lateris installed on your PC and that you are familiar with Windows procedures.To install the software on the PC:1. Ensure that Windows is running. (For best results, close all other Windows appli-

cations.)

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 dis-plays.

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.


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USING THE CD-ROM LAUNCHERThe Launcher presents you with the following set ofoptions:• Install Products: Displays different options for

installing the Call Center modules (see the nextsection).

• View Documentation: Displays the availableCall Center documentation, and allows you toinstall Adobe Acrobat Reader (see page 12).

• Inter-Tel on the Web: Uses your PC’s browser to access the website for Inter-Tel US or Inter-Tel Europe.

• About this CD: Displays information about the Call Center Suite developers.As you progress through the hierarchy of options, click Back in the bottom right cor-ner of the launcher to return to the previous page or Exit to quit immediately.

INSTALLING CALL CENTERTo install one or more Call Center modules from the CD-ROM:1. Click Install Products from the first

page of the Launcher. The Licensepage displays.

2. Enter the 8-digit license key that isshown on a label attached to theinside cover of Call Center Suite soft-ware folder. Click Next to continue.

You are given various installation options,as described on the following pages.

8 Getting Started

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Install Single ProductTo install a single product (module):1. Click Call Center Suite. The screen lists

the available modules.

2. Select the product you want to install. Theinstallation program for that product willstart. When the installation is finished, youare returned to this page of the CD-ROMLauncher.

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.


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Install DisksetsThis option allows you to copy all of the instal-lation programs on the CD to a folder on yourlocal hard disk or network share. The installa-tion programs will be installed to this folder inseparate sub-folders, where each folder indicatesthe appropriate install. For each product, there isan additional subfolder named after the versionof this installation. This allows you to installseveral sets of disks over time. An examplefolder structure would be similar to the one onthe right.In this example, the folder C:\Disksets\CallViewer\2000010 contains ver-sion 2 of CallViewer, while the folder 2500004 contains version 2.5 of CallViewer.To install disksets:1. Click Install Disksets to

start the Disksets Installa-tion. You will be promptedfor the location to installthe disksets, which isC:\Disksets bydefault.

2. Click Browse to changethe default folder. Thisopens the standard Win-dows browser for findingfolders and files.

3. Click Next to install thedisksets.

C:\DISKSETSCALLVIEWER

20000102500004

SERVER20000062510004

10 Getting Started

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Install Multiple ProductsIf you need to install several modules on one computer, this option will not requireyou to restart your computer several times.To install multiple products:1. Click Install Multiple Products.

The installation program willlaunch.

2. Select the products you want toinstall (a checkmark appears), asshown on the right.

3. Click Next. Each of the selectedproducts are installed one afterthe other (as if you had selectedthe corresponding single productinstallation).

When the last product is installed, you are prompted to restart the computer, if neces-sary.


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ACCESSING DOCUMENTATIONThe CD-ROM contains the Call Center Installation Manual, which is stored in AdobeAcrobat format. You need the Acrobat Reader installed on your computer to be ableto successfully read this document. (The Acrobat Reader can be installed from theCD-ROM).To access the documentation:1. Click View Documentation from the CD-

ROM Launcher.

2. Select one of the following options:

• Install Acrobat Reader: Installs Acro-bat Reader if you do not already havethis application on your PC.

• Manuals: Displays the Call CenterInstallation Manual and User Guide inAdobe Acrobat.

• Configuration Notes: Lists various notes designed to help you install thedifferent products. Select one of these options to open the document inAdobe 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 yourPC. If you have a version that is prior to v4.05, the document may not display correctly.

12 Getting Started

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CallViewerCallViewer is a software product that provides telephony call control and desktopautomation (screen-popping) on a Windows-based computer. This application allowsyou to view screen pop information from your company database, based on the cur-rent call, and control calls from your PC.

CallViewer consists of the following four components:

• CallViewer Banner: Allows you to screen pop applications and control callsusing your desktop (see page 14).

• Personal Call Logger: Displays a list of calls made from and received at yourextension. This list includes information such as the duration of the call, whetherit was internal (IC) or external (CO), whether the call was answered, etc. (seepage 38).

• Call Summary: Displays various statistics on your desktop (see page 41).• Personal Navigator: Allows you to create call routing rules for calls made from

or received at your extension (see page 47).The following sections detail how to use each of these components.

STARTING CALLVIEWERTo start CallViewer:1. Select Programs from the Windows Start menu.

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

3. Select CallViewer and then the CallViewer menu item. After a short wait, Call-Viewer banner will start. In addition, any other CallViewer components (i.e., Per-sonal Navigator, Personal Call Logger, or Call Summary) are automaticallystarted when you launch CallViewer.

NOTE: If the Network Settings have not been configured yet or have not been config-ured correctly when CallViewer starts, the application will invoke a self-configurationmode to attempt to automatically find the Server on your LAN. See the Installation Man-ual for more information.


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CALLVIEWER BANNERThis section describes CallViewer banner, which is the main interface for CallViewer.With banner, you can control calls, screen pop applications, and customize buttonsand Hotkeys.

Banner WindowWhen you start CallViewer, the main banner window displays, as shown below.

NOTE: Your CallViewer banner window may have less functionality if you have notpurchased a version of Server that is licensed for call control.

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

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

TitlebarToolbar

Buttonbar Dial List

ExtensionStatus

Windows Control Buttons

Call ControlButtons

StatuslineCall List

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

NOTE: The button may not be visible if you have not purchased a version of Call-Viewer that is licensed for call control functionality.

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 num-ber highlighted in the last activated Windows application (performs “GoDial”). The button is disabled if it does not make sense to perform thisaction. If CallViewer is not connected to the Server, the button displaysa red X ( ).

Activates Call Summary (see page 41 for details). If the Call Summary option was not selected during installation, this button is not displayed.

Activates Personal Call Logger (see page 38 for details). If the Per-sonal Call Logger option was not selected during installation, this but-ton is not displayed.

Activates Personal Navigator (see page 47 for details). If the Personal Navigator option was not selected during installation, this button is not displayed.

You can change the method that CallViewer uses to “grab” telephonenumbers from another Windows application by changing the Go Dial

Method setting in the Dialing Settings window (see the Installation Manual).


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ButtonbarThe buttonbar contains the configurable button macros. Your supervisor or managershould have already configured these to automate various tasks. However, you canprogram which buttons are displayed (refer to the Displaying a Button Macro sectionon page 36).

Call List This area displays information about inbound and outbound calls (see page 26 fordetails). The presentation of this information can be altered by choosing theAdvanced command from the Settings menu. The call list automatically “grows”when more than one call is active.

Extension StatusTo the right of the Call List, there is a picture that indicates the status of your exten-sion, 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.

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Window Control ButtonsThese buttons affect the CallViewer banner window, as described in the table below.

StatuslineThe statusline is located at the bottom of the window. It indicates the status of yourtelephone extension when there is call activity and tells you what CallViewer is doingwhen operations are being performed. In addition, when the mouse pointer is movedover the toolbar buttons, macro buttons, and other CallViewer controls, the statuslinedisplays their function.

BUTTON DESCRIPTION

Minimizes the CallViewer banner window.

Maximizes the CallViewer banner window.

Restores the CallViewer banner window to toolbar size.

Exits CallViewer. (If installed, the Call Summary window does not closewhen you exit the banner window. Personal Navigator and Personal CallLogger, however, automatically close when you exit the banner window.)


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Call Control Buttons

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

These buttons allow you to control calls at your extension (e.g., answer calls, dial aspecific 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 29).

Answers the specified call that is alerting your extension (see page 29).

Places the specified call on individual hold (see page 29).

Places the specified call on System Hold (see page 29).

Directly transfers an answered call or redirects an alerting call to thespecified extension/group in one step (see page 31).

Places the specified call on hold and dials the specified extension/groupto make a consultation call for a call transfer (see page 30).

Transfers the specified call on hold to the party at the distant end of thecurrent call. Basically, this button is used to complete a call transfer. It isprovided so that you can choose the call to transfer to the party at theother end of a consultation call if there is more than one call on hold atan extension (see page 30).

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Dial List

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

This combo box shows the last 20 inbound or outbound calls made or received byyour extension. You can select an item in the list and click the (Re)dial button to callthe specified party.The picture in the first column of the list depicts the direction of the individual, asshown below.

Tooltips

Tooltips display on-screen descriptions of various controls on the CallViewer bannerwindow when the mouse pointer pauses over them. For example, if the mouse pointerpauses over a toolbar or macro button, a one-line hint is shown to indicate the button’soperation (the assigned Hotkey is also shown at the end of tooltip’s text if appropri-ate). See page 33 for information about Hotkeys.

BUTTON DESCRIPTION

An inbound call.

An outbound call.


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Shortcut MenuThe shortcut menu provides a shortcut to commonly used commands or menusaccessed via the toolbar.To activate the shortcut menu, right-click on the CallViewer banner or Quick Connectwindow. A list of menu items will display, as shown below.

Toolbar MenusMenu commands are accessed by selecting the toolbar buttons that activate bannermenus (see page 15). Or, you can access menu commands from the shortcut menu.The three available menus are as follows:• Action Menu ( ): Displays call control commands, such as Answer, Release,

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

display the CallViewer banner window, whether or not to display the Quick Con-nect 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 Installation Manual.

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Banner SettingsCallViewer banner is a configurable application, allowing you to customize the wayyou interact with the software and the way CallViewer interacts with other applica-tions. You can also configure various other features such at the Hotkeys and the QuickConnect window.The following section describe how to configure a few of the settings in CallViewer.For complete information about other settings, see the Installation Manual.

Always On TopThis setting makes the CallViewer banner window always appear over the top of otheropen applications, even when CallViewer banner is not the active application window.

To enable this setting, select Always On Top from the Settings ( ) or shortcut menu,or enable this option in the Window Settings screen.

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

Auto Size WindowThis setting makes the CallViewer banner window normal sized when there is callactivity 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 banner windowdoes not clutter the screen when calls are not being handled.

To enable this setting, select Auto Size Window from the Settings ( ) or shortcutmenu, or enable this option in the Window Settings menu.

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

NOTICERefer to the CallViewer chapter in the Call Center Installation Manual or theon-line Help File (press F1) for detailed information on other settings such asWindow, Advanced, and Network Settings.


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The CallViewer banner window pops up from its icon state (if minimized already)when there is call activity at your extension. If you are not using the Quick Connectwindow as your main interface to CallViewer, you should enable this setting so thataccidental minimization of the CallViewer banner window will not inhibit you fromviewing call details.To enable this setting, select Shortcut On Events from the Settings ( ) or shortcutmenu, or enable this option in the Window Settings menu.

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

Dialing SettingsBecause not all area codes require the long distance dialing code (e.g., 1), you shouldconfigure CallViewer to automatically identify which outgoing calls are toll calls.With dial rules, you can ensure the application inserts the long distance dialing codefor 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 Set-

tings menu ( ). The Dialing Set-tings screen is displayed.

2. Ensure Specify dial rules for thisCallViewer installation is selected inthe Dial Rules section.

NOTE: Calculate dial rules viaServer should not be selected. It isvalid only for the UK.

3. Enter the digit required to access anoutgoing trunk line (e.g., 8) in theOutbound dial prefix text box.

4. Select Set Local Dial Rules.

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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 mayrequire the long distance code. Youcan enter partial prefixes to indicatea range (e.g., 8* would indicate 800-899).

• Long distance code: Enter the coderequired to dial outside your areacode (e.g., 1 for the US).

• Don’t dial long distance code:Enter a comma-separated list of areacodes that do not require the longdistance code (e.g., 623,602).

• International dial code: Enter your international dial code (e.g., 011 for theUS).

• Replace the ‘+’ character with the international dialing code: Select thisoption 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.

7. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the Dialing Settings screen.

To save any changes, click OK. To cancel unwanted changes, click Cancel.

Display Text Description[Internal] The telephone number specified is less than the default number of digits that

CallViewer considers as being a valid outgoing number. CallViewer, there-fore, treats the number as being an internal number (i.e., a device within thetelephone system).

[Local] The telephone number is to an external number within the local area.[Local Toll] The telephone number is an external number within the local area code but

that contains a prefix that requires the long distance code.[Long Distance] 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 ofdigits that CallViewer considers as being a long distance number. The num-ber is also not in an adjacent area where calls are considered local.

[International] The telephone number is to an external number within another country.


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Quick ConnectThe Quick Connect is a small, single-button window that you can move anywhere onyour desktop.

To move the Quick Connect window, click on the Quick Connect window’s small title-bar and drag it to a new position on your screen. The Quick Connect is always shownover all other normal application Windows.

NOTE: The Grab Telephone Number ( ) button may be disabled (grayed-out) if youhave 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 ban-ner 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 charactersdetected in the highlighted text string are ignored, and the number is dialed fromyour extension.

When you make and receive calls at your extension, the Quick Connect displays callinformation as a shortcut Call List in a small tooltip-like window, as shown below(see page 28 for more details on how to make a call). It will also display the Call Con-trol buttons, as described on page 18.

You can configure what buttons and columns will be displayed on the popup call list by using the Quick Connect Settings window (see the following

page).

Grab TelephoneNumber Button

Titlebar

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

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.

BUTTON DESCRIPTION

CallViewer is not connected to the Server.

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


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NOTE: You can change the method that CallViewer uses to “grab” telephonenumbers from another Windows application by changing the Go Dial Method set-ting in the Dialing Settings window.

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

Call ListThe portion of the CallViewer banner window where the dialed or received numbersappear is the Call List area. If you are using the Quick Connect window, the Call Listwill pop up when a call is active (i.e., ringing or connected). If the Server recognizesan incoming or outgoing call number, this area will display details pertaining to thatcaller. It also states the status of a call, using the icons listed in the following table.

Various Call Control buttons are also displayed to the right of each call in the CallList. These allow you to place the call on hold, drop the call, transfer the call, etc. (seepage 18 for details).

NOTE: The call control buttons might not be visible or may be disabled (grayed-out) ifyou have not purchased a version of Server that is licensed for call control.

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.

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

NOTE: If a Call Note was added to the call (see page 33), the note is displayed in theLast Account Code field.

To exit this screen, click Close.

Call Control FunctionalityThe following sections explain how to use CallViewer banner to make, receive, andcontrol calls from your computer screen. To use the banner Call Control functionality,you can use either the main CallViewer banner window or the Quick Connect win-dow. You can also use the Hotkeys (see page 33) or the shortcut menu (see page 20).

NOTE: Call Control functionality is only enabled if CallViewer is connected to theServer and the Call Control Enabled menu item in the Settings menu is checked. CallControl functionality might be grayed-out or disabled if you have not purchased a ver-sion of Server that is licensed for call control.


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Basic OperationBefore you use CallViewer banner for call control, ensure the titlebar does not displayOff-Line 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 AssignmentsYou can assign Hotkeys (see page 33) to the different call control functions, such asdial, answer, transfer, etc. These allow you to perform the call control action while anapplication other than CallViewer banner is active. If you choose, however, to useHotkeys for call control, CallViewer will logically choose the call affected by theaction. For example, if you use a Hotkey for retrieving a call from hold, CallViewerwill search the call list and retrieve the first call it finds that is in the held state.

Making a CallYou can make a call using CallViewer banner in a number of ways, which isdescribed below.Method A1. From the Action menu ( ) or the

shortcut menu, click Dial. The Dialwindow displays, as shown on theright.

2. Enter the extension, group, or externaltelephone 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 B1. Use the Dial List drop-down box to select an existing item, or enter a new num-

ber in the Dial combo box in the main CallViewer banner window.

2. Press ENTER or click (Re)Dial.

Method CUse the Quick Connect method, as described on page 24.

NOTE: When you make a call by dialing an external telephone number, you do notneed to specify the outbound dial prefix. This is stored in the Server and is sent to Call-Viewer when it connects on startup. The outbound dial prefix and the long distance dialprefix codes are automatically added to the beginning of the dial string using the rulescontained within the Dial Settings section of the banner Dialing Settings window (seethe Installation Manual).

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Dropping a CallTo drop all calls at your extension, select Release from the Action ( ) or shortcutmenu. Or, click Release on the main CallViewer banner window. The Release actionclears 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 CallTo answer a call alerting your extension, you have the following options:• Select Answer from the Action ( ) or shortcut menu• Click the button by the alerting call in the Call List.• Click the Answer button (to the right of the buttonbar) in the main CallViewer

banner window. If you choose to answer a call in this way, CallViewer will logi-cally choose the call to answer (i.e., CallViewer will search the Call List andchoose the first call it finds that is not in the answered state).

Placing a Call On Individual HoldTo place a call on Individual Hold at your extension, select Individual Hold from theAction ( ) or shortcut menu. Or, click the button by an unheld call in the CallList.

Placing a Call On System HoldTo place a call on System Hold at your extension, select System Hold from theAction ( ) or shortcut menu. Or, click the button by an unheld call in the CallList.

Retrieving a Call On Individual HoldTo retrieve a call that is individually held at your extension, select Retrieve FromHold from the Action ( ) or shortcut menu. Or, click the button by a held call inthe Call List.


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Retrieving a Call On System HoldTo retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a callat 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 trunkline device of the corresponding call as the dial string.

Transferring a Call Using Inquiry TransferThe Inquiry Transfer function performs two operations in one: first, you are promptedto dial another extension or telephone number; second, the current call is placed onIndividual Hold while the transfer destination is ringing. This allows you to verifythat the destination is available (e.g., not busy) and/or inform the person at the desti-nation number that you are transferring a call (i.e., perform an announce transfer).

To perform an inquiry transfer:1. Select Inquiry Transfer from

the Action ( ) or shortcutmenu. Or, click the but-ton by a call in the call list.The Inquiry Transfer dialogbox displays.

2. Enter the destination num-ber 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, clickCancel 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 theinquiry transfer.

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Transferring a Call Using Direct TransferA Direct Transfer differs from an inquiry transfer because it does not place the trans-ferring call on hold while ringing the destination number. Instead, it immediatelycompletes the transfer (i.e., the person at the distant end will hear the call ringing atthe destination number).

To directly transfer any answered or unheld external outbound call: 1. Select Transfer/Redirect

from the Action ( ) orshortcut menu. Or, click the

button by a call in thecall list. The Direct Trans-fer dialog box displays.

2. Enter the extension or number of the destination where you want to directlytransfer 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 tothe active call without transferring it.

NOTE: This feature will also redirect an external call that is ringing at your exten-sion if it is not in the answered state.

Redirecting a Ringing CallThis feature allows you to redirect an incoming external call to another destinationbefore 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 ( ) orshortcut menu. Or, clickthe button by an exter-nal, unanswered call in theCall List. The RedirectCall dialog box displays.

2. Enter the extension or number of the destination where you want to redirect thecall, or use the drop-down box to select an existing number.


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3. Click OK to redirect the call to the specified number, or click Cancel to return tothe active call without redirecting the call.

This feature is incredibly useful if a DID number rings directly to your extensionand is configured to queue (or camp-on) if your extension is already busy. In thiscase, camped-on calls show in the banner call list as alerting calls; so, you can usethe Transfer/Redirect feature to send such calls directly to your operator (recep-tionist) or even straight to your voice mail box.

NOTE: This feature will directly transfer a call at your extension if it is in theanswered state and not held.

Conferencing CallsThe Conference allows you to establish a multi-party conference call. When there areany answered calls or an external outbound call at your extension, the Conferencebutton (right of the buttonbar on the CallViewer banner window) and the Conferenceoption in the Action or shortcut menu become enabled.

To establish a conference call while on a call:

1. Select Conference from theAction ( ) or shortcutmenu, or click the Confer-ence button in the buttonbar.The current call is placed onhold, and the Add Party dia-log box displays.

2. Enter the extension number you want to add to the conference, or use the drop-down 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 theactive 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 confer-ence together with yourself is one less than the number actually specified.

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Attaching Comments to a CallIf you installed Call Notes, a Set Call Note button is displayed in the banner toolbar.With this macro, you can attach a note to a call. If the call is then transferred, the noteis displayed when the call rings the transfer extension.

NOTE: You cannot use the Set Call Note button on internal calls. If you click Set CallNote while connected to an internal call, an error message is displayed.

To attach comments to a call:1. While connected to an external call, click Set Call Note. The Call Note dialog is

displayed.

2. Enter the message, up to 50 characters, in the text box.

3. Click OK when finished or click Cancel to exit without adding a note.

Any notes that are attached to a call are displayed in the Last Account Code field inReporter’s Call List report. To view the notes, display the call details (see page 125).

Creating a HotkeyHotkeys are user-defined key sequences (e.g., CTRL+ALT+F1) that, when pressed,perform a specified action or run a CallViewer banner button macro. The keysequence will work globally across the Windows environment, even when the Call-Viewer banner window is not the active application.

You can assign Hotkeys to some CallViewerbanner menu commands. Where there is anexisting CallViewer Hotkey assignment to amenu command, the corresponding menu itemwill show the actual key sequence to the right ofthe item. If there is no Hotkey assigned to themenu, the text may show [None].

Hotkey


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To create or change a Hotkey:1. Select Hotkeys from the Settings ( ) or shortcut menu. The Hotkey Manager

screen displays, as shown below.

2. Use the drop-down box in the View Hotkey Assignments For field to select thetype of action associated with the Hotkey you want to assign. Your choices areOperations (i.e., commands), Button Macros (see page 36), or All. The informa-tion in the list box will reflect your selection.

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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.

NOTE: If a Hotkey is currently enabled, the cursor will appear in the Press NewKey Sequence text box, by default. If a Hotkey, however, is disabled, you mustselect 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 savingchanges.

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 InstallationManual.


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Displaying a Button MacroMacros enable the activation of other applications intelligently, using informationheld within CallViewer banner. For example, you could use macros to automaticallysearch for a customer record in your customer database when you answer an externalcall.

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

To display a button macro:1. Select Macros from the Settings ( ) or shortcut menu. The Macro Manager

window displays, as shown below.

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

Buttonbar (Button Macros)

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

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 button-bar section of the window.

NOTE: For further information on how to create or edit button macros, refer to theMacro Reference Guide section in the CallViewer chapter of the Call CenterInstallation Manual or the On-line Help File (press the F1 key).


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PERSONAL CALL LOGGERPersonal Call Logger works in conjunction with CallViewer to provide you with a listof all of the calls made to or from your extension. With Personal Call Logger, youcan:• View real-time and historical call activity for your extension.• Display up to 1000 calls (inbound and outbound).• View unanswered calls that you may have missed.• Double-click on an entry to return a call. (This is available for internal calls and

external calls that provided Caller ID.)

Starting Personal Call LoggerIf Personal Call Logger is installed, when you start CallViewer, the application isautomatically activated. If, however, the Personal Call Logger window is not dis-played, you can either click the Personal Call Logger ( ) icon on the banner toolbaror select Personal Call Logger from the Activate submenu of the CallViewer bannerAction menu ( ).

This screen contains the following elements:• Filtering Options: Allows you to change the calls that are displayed based on

different filters. See page 40 for details.• Call List: Displays the calls that currently match the selected filtering option.

The call list is sorted based on the time of call.

Filtering Options

Call List

Statusline

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• Statusline: Displays the status of the server, the extension programmed for callcontrol, and the total number of calls displayed. If the Server line indicates “NotActive,” try restarting CallViewer.

To close the Personal Call Logger window, click Close. The calls currently in the calllist are saved to a file and reloaded when the application is started again.

Viewing the Call ListOnce Personal Call Logger is active, any calls that are made from or to your extensionare displayed within the call list. Icons are also displayed in the list to indicate the sta-tus of the call. The following table describes the icons that are displayed.

While an inbound or outbound call is ringing, the call list updates with the followinginformation:• Time Of Call: Displays the time and date the call started. This is in the format

HH:MM:SS AM (or PM) MM/DD/YYY (e.g., 09:57:38 02/06/2003).• Name: Displays the name of the caller, if available. The information displayed

varies, as described below.— For IC calls, this is the extension name programmed in the phone system

Database Programming. — For CO calls with Caller ID, this is the name identified in Call Center

Server. If, however, the name is not identified in Call Center Server, thisfield displays “New Contact.”

— For CO calls without Caller ID, this field is blank. • Caller ID: For IC calls, this displays the extension number. For CO calls, this

displays the digits that were dialed or the received Caller ID digits.• Direction: Indicates whether the call was inbound to or outbound from your

extension.• External: Indicates whether the call was internal (IC) or external (CO). Yes indi-

cates the call was external; No indicates the call was internal.

Button Description

An unanswered outbound call is ringing.

An unanswered inbound call is ringing.

The call has been answered.

An inbound call was not answered.


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The Duration field is populated once the call is disconnected. The Ans field is popu-lated once the call is answered. The possible scenarios are described below. If a call is answered:• The call list icon changes to . • The Ans field displays Yes.

• The Duration timer starts. This timer continues until the call is disconnected.Once disconnected, the Duration field displays the total talk time (i.e., the totaltime the call was connected).

If a call is not answered:• The call list icon changes to . • The Ans field displays No.

• The Duration timer displays the total time the call rang.

Filtering the Call ListBecause Personal Call Logger can display up to 1000 calls in the call list, there areseveral filtering options that you can apply to modify the display. These options are asfollows:• Direction: Allows you to show inbound calls, outbound calls, or inbound and

outbound calls (All).• Answered: Allows you to show answered calls, unanswered calls, or all calls.• Location: Allows you to show internal calls, external calls, or internal and exter-

nal calls (All).To change the filtering options, use the drop-down list to make your selection.

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Making CallsIf desired, you can make calls using the Personal Call Logger. To make external calls,however, Caller ID must have been received when the call rang at your extension.To make calls using the Personal Call Logger:1. Double-click on the entry that contains the number you want to dial. A message

box is displayed, prompting you verify the number.

2. Click Yes to dial the number or No to exit.

CALL SUMMARYCall Summary provides some of the basic functionality currently available with Real-Viewer. When installed with CallViewer, Call Summary allows you to display real-time call statistics.

Comparing Call Summary to RealViewerCall Summary is available both with RealViewer and CallViewer. Like RealViewer,Call Summary displays Deskboard tiles. Unlike RealViewer, however, Call Summarydoes not require a RealViewer license. Also, Call Summary does not support customfilters or the StationViewer list.

NOTE: All tiles in Call Summary use the All Calls filter, which cannot be edited ordeleted.


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In addition, the statistics available in Call Summary are limited. The following tablelists the statistics that Call Summary currently provides.

Category Statistic Description

Call Totals Total Calls* The total number of calls, whether inbound or outbound.

Total Inbound* The total number of inbound calls, whether answered or not. This is updated when an inbound call ends.

Total Outbound The total number of outbound calls, regard-less of the call being answered or not and independent of the device originating the call.

InboundAnswered*

The total number of inbound calls that were presented to the telephone system and sub-sequently answered.

OutboundAnswered

The total number of outbound calls that were subsequently answered at the distant end.

AbandonedCalls*

The total number of inbound calls that were not answered, where the caller abandoned the call.

Inbound withCaller ID*

The total number of inbound calls received that were presented to the telephone system with Caller ID, regardless if the call was answered or not.

Inbound Identified*

The total number of inbound calls that were presented to the telephone system with Caller ID and subsequently located in the Server database.

OutboundIdentified

The total number of outbound calls that were matched against the Server database.

Inbound DID * The total number of inbound calls that were presented to the telephone system where the call originated through a DID (direct inward dialing) number.

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Active Call Statistics

Calls Waiting* The number of inbound calls that are cur-rently ringing.

Inbound in Progress* The number of inbound calls that are cur-rently answered.

Ringing Out The number of outbound calls that are cur-rently ringing.

Outbound in Progress The number of outbound calls that are cur-rently answered.

Busy Lines The number of lines that are currently in use, which is the sum of all active calls, ring-ing or answered, inbound or outbound.



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% of Call Totals

% Total Inbound The percentage of all calls that were inbound (i.e., the ratio of the Total Inbound statistic to the Total Calls statistic).

% Total Outbound The percentage of all calls that were out-bound (i.e., the ratio of Total Outbound to Total Calls).

% Inbound Answered The percentage of all inbound calls that were answered (i.e., the ratio of the Inbound Answered statistic to the Total Inbound sta-tistic).

% Outbound Answered

The percentage of all outbound calls that were answered (i.e., the ratio of Outbound Answered to Total Outbound).

% Abandoned The percentage of all inbound calls that were not answered (i.e., the ratio of the Abandoned Calls statistic to the Total Inbound statistic).

% Inbound with Caller ID

The percentage of all inbound calls that were received with Caller ID (i.e., the ratio of the Inbound With Caller ID statistic to the Total Inbound statistic).

% Inbound Identified The percentage of all inbound calls that were matched against the Server Import database (i.e., the ratio of the Inbound Iden-tified statistic to the Total Inbound statistic).

% Outbound Identified The percentage of all outbound calls that were matched against the Server Import database (i.e., the ratio of the Outbound Identified statistic to the Total Outbound sta-tistic).

% Inbound DID The percentage of all inbound calls that were direct dialed (i.e., the ratio of the Inbound DID statistic to the Total Inbound statistic).


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* These statistics are affected by the Call Segmentation flags in Server.

Call Times Longest Waiting Today

This statistic shows the largest ring time value contained within any inbound call seg-ment.

Total Ring Time The cumulative ring duration of all call seg-ments for all calls so far today.

Total Talk Time The cumulative talk time duration (including the on hold duration of calls) of all answered call segments for all calls so far today.

Total Call Time The cumulative duration of all call segments for all calls so far today from the time they originated on the telephone system.

Total Hold Time The cumulative duration that all call seg-ments have been on hold for all calls so far today.

Max Call Time The average talk duration of all answered call segments for all calls so far today.

Miscellaneous Current Time The current time of day on this computer (e.g., 09:13:24).

Current Date The current date on this computer (e.g., 02/05/2000).

Current Date/Time The current date and time on this computer (e.g., 02/05/2000 09:13:24).



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Starting Call SummaryWhen you start CallViewer, Call Summary is automatically activated. If, however, theCall Summary window is not displayed, you can either click the Call Summary ( )icon on the banner toolbar or select Call Summary from the Activate submenu of theCallViewer banner Action menu ( ).

This screen includes the following elements:• Toolbar: Provides various buttons that allow you to program Call Summary. See

page 65 for details.• Tile Area: Displays real-time call statistics for all calls on the phone system. See

page 66 for details.For details about how to configure Call Summary, see page 95.

NOTE: To use the call control functionality, you must program your extension in theConfiguration tab of the Options screen.

Toolbar

Tile Area

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PERSONAL NAVIGATORPersonal Navigator is a powerful call handler that allows you to automate actionswhen specific call events occur. This application is a type of personal call router thatuses the following elements:• Rules: Define the initial conditions (or trigger event) used for determining when

the related action is executed. When defining rules, you must select a specificevent that must first occur (e.g., answered call) before the programmed Condi-tions are evaluated.

• Actions: Identify the function that is performed when the rule is evaluated and allthe conditions applied to the rule are met. Personal Navigator supports many dif-ferent actions, including terminating calls, routing calls, forwarding calls, etc.

• Conditions: Makes a comparison once a rule is evaluated. For example, you canprogram a condition so that a rule only processes inbound calls with Caller ID.

The types of rules, actions, and conditions allowed are described throughout this sec-tion.

Starting Personal NavigatorWhen you start CallViewer, Personal Navigator is automatically activated. If, how-ever, the Personal Navigator window is not displayed, you can either click the Per-sonal Navigator ( ) icon on the banner toolbar or select Personal Navigator fromthe Activate submenu of the CallViewer banner Action menu ( ).

Toolbar Buttons

Statusline

Logging Window Enable/DisableIcon

Clear ButtonFlags


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This screen contains the following elements:• Toolbar Buttons: Provide quick access to commonly used functions. Available

buttons include:— Add Rule: Allows you to create a new rule (see page 49).— Edit Rule: Allows you to edit an existing rule (see page 52).— Add Action: Allows you to create a new action (see page 55).— Edit Action: Allows you to edit an existing action (see page 57).— Options: Allows you to customize the look of Personal Navigator (see

page 59).— Help: Displays the online help file.— About: Displays software information, such as the version.— Close: Closes Personal Navigator.

NOTE: You must have Personal Navigator open to process rules and actions.

• Enable/Disable Icon: Allows you to disable all rules at once and to enable rulesthat are enabled in the Edit Rules screen (i.e., rules that are tagged as disabled arenot enabled). (See page 54 for more information on the Edit Rules screen). Toenable or disable the rules, click the icon (it acts as a toggle). If rules are enabled,the icon is recessed ( ). If all rules are disabled, the icon is not recessed( ). See page 58 for details.

NOTE: Using the Enable/Disable Icon does not override the settings in the EditRules screen.

• Logging Window: Displays information for all rules whenever there is callactivity. This displays the rule, the action, and whether the action executed suc-cessfully.

NOTE: If the Logging flag is disabled, the Logging Window will not contain anyentries.

• Statusline: Displays the status of the server and the extension to which the rulesapply. If the status of the server is “Not Active,” try restarting CallViewer.

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• Flags: Allow you to enable/disable the following features:— Logging: Select this option to have the Logging Window display events

whenever a rule is evaluated. If this option is not selected, events are not dis-played in the Logging Window. By default, this is enabled.

— Highlight Latest Message: Select this option to have the application automat-ically highlight the last rule that was evaluated. By default, this is enabled.

• Clear Log: Click this button to clear all entries in the Logging Window. You arenot prompted for a confirmation.

Working with Rules

NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen (seepage 52). When you create a rule, it is automatically added to the bottom of the list.Therefore, if you want actions to fire in a specific order, you must add the rules in theorder in which you want them evaluated.

The rules dictate the initial event, or trigger event, that must occur before the condi-tions are evaluated and the action is executed.

Adding a RuleTo add a rule:1. Click Add Rule. The Add New Rule screen is displayed, as shown below.


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2. Complete the following fields:

• Disable This Rule: Select this option to not have the rule evaluated. If thisoption is not selected, the rule is evaluated when events (primarily call activ-ity) occur. By default, this is disabled.

• Rule Name: Enter a brief description for the rule.• On Trigger Event: Use the drop-down box to select the event that must

occur before the conditions are evaluated and the action is executed. The fol-lowing table lists the possible trigger events and when they occur.

* Do not use this rule with the Make Call action. If you do, the Make Call action willbe executed every time a call is disconnected, forming an infinite loop (i.e., a call ismade, you hang up, and the call is made again).

** Do not use the When Off-Hook/Alerting trigger type for routing calls. If you do,calls will be routed when you answer them (i.e., go off-hook). To route calls, use theCall First Shown trigger type.

Trigger Type Occurs When...

Call First Shown The call initially rings at your extension.Call Answered The call is answered at your extension.Call Placed On Hold The call is placed on hold at your extension.Call Taken Off Hold The call that is on hold at your extension is recon-

nected.Call Identified The call ringing your extension is identified in

Server.Call Removed* Either the calling party or you disconnect the call.Call Digits Changed The call received at your extension displays differ-

ent Caller ID digits than the telephone system origi-nally received. This may occur when calls are transferred across a private network.

When Off-Hook/Alerting** Your extension goes off-hook or is alerting.At Time It is the specified time of day. When selected, the

Schedule button is enabled. Click Schedule to dis-play the Schedule dialog. Then use the scroll box to select the time of day when the rule will be eval-uated.

NOTE: If selected, the At Time trigger event will beevaluated every day at the indicated time.

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• Take Action: Use the drop-down box to select an existing action that will beexecuted if the trigger event occurs and all of the conditions are met. If noactions are available, click New Action to create one. See for details aboutcreating actions.

• Call Conditions: Select the conditions that must be met before the action isexecuted. You have the following options:— Location: Indicates whether the rule applies to IC (Internal Calls), CO

(External Calls), or both IC and CO calls. ([Any Location]) calls. Bydefault, this is [Any Location].

— Direction: Indicates whether the rule applies to incoming (InboundCalls), outgoing (Outbound Calls), or both inbound and outbound ([AnyDirection]) calls. By default, this is [Any Direction].

— Caller Match: Indicates whether the rule applies to a number that isidentified in Server (Caller Identified), not identified in Server (CallerNot Identified), or not verified ([Caller Match Ignored]). By default, thisis [Caller Match Ignored].

— Tel. No: Allows you to specify a telephone number that must be receivedand/or dialed before the action is executed. Your options are: [Ignore TelNo.], Tel No. Received, Tel No. Not Received, Tel No. Is, and Tel No. IsNot. If you select anything other than [Ignore Tel No.], you must enterthe digits that are dialed or received in the text box. By default, this is[Ignore Tel No.].

— DID: Allows you to specify any DID numbers that must be received ordialed before the action is executed. Your options are [Ignore DirectDial], Direct Dial Received, Direct Dial Not Received, Direct Dial Is,and Direct Dial Is Not. If you select anything other than [Ignore DirectDial], you must enter the DID digits in the text box provided. Bydefault, this is [Ignore Direct Dial].

• Database Fields: Allows you to specify certain fields that must be matchedagainst the database record stored in Server. For each database field, you canspecify text or digits that are compared against the information stored inServer. For each database field, you can select a comparator that applies toeither a digit (Number) or text (String). The available comparators are:— Equal to (=)— Not equal to (< >)— Greater than (>)— Less than (<)— Less than or equal to (<=)— Greater than or equal to (>=)


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For example, assume field 6 is the customer’s account number in Server, andJohn Doe is responsible for handling all accounts numbered 0-500. To createa rule that routes calls from these customers to John Doe, select <= and enter500 for Field 6.

3. Click Accept when finished or click Cancel to exit without creating the rule.

Editing a Rule

NOTE: Rules are evaluated in the order that they appear in the Edit Rules screen.When you create a rule, it is automatically added to the bottom of the list. Therefore, ifyou want actions to fire in a specific order, you must add the rules in the order in whichyou want them evaluated.

To edit a rule:1. Click Edit Rule. The Edit Rules screen is displayed, as shown below.

This screen displays a list of rules and indicates whether they are enabled (nocheckmark) or disabled (checkmark).

2. Either double-click the rule you want to edit or highlight the rule and click Edit.The Edit Rule screen is displayed.

NOTE: You can also click New Rule while in this screen to create a rule.

3. Make the necessary changes and click Apply.

4. Click Close to exit this screen.

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Deleting a RuleTo delete a rule:1. Click Edit Rule. The Edit Rules screen is displayed.

2. Highlight the rule you want to delete and click Delete.

3. At the prompt, click Yes to delete the rule or No to cancel the action.

NOTE: You are not prompted for a confirmation if the Deleting Rules flag is dis-abled in Options (see page 59).

4. Click Close to exit the Edit Rules screen.

To delete all rules:1. Click Edit Rule. The Edit Rules screen is displayed.

2. Click Delete All.

3. At the prompt, click Yes to delete all rules or No to cancel the action.

NOTE: You are not prompted for a confirmation if the Deleting Rules flag is dis-abled in Options (see page 59).

4. Click Close to exit the Edit Rules screen.


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Enabling and Disabling RulesPersonal Navigator allows you to disable rules so that they are not evaluated the nexttime the trigger event occurs. This means that you can have multiple rules created buthave Personal Navigator evaluate only certain rules.To enable/disable individual rules:1. Click Edit Rule. The Edit Rules screen is displayed.

2. Click the box next to the rule name to add/remove a checkmark. A checkmarkindicates that the rule is disabled.

In addition, the Enable/Disable Icon ( ) allows you to quickly enable and disablerules. Clicking this button, however, does not override the settings specified in theEdit Rules screen. For example, if you enable all rules, only those rules that are notspecified as disabled in the Edit Rules screen are enabled. Likewise, disabling allrules does not mark them as disabled in the Edit Rules screen. If, therefore, you havea rule that you want enabled/disabled all of the time, you must change the flag in theEdit Rules screen.

NOTE: You can also check/uncheck the Disable This Rule flag in the Add New Ruleor Edit Rule screen to enable/disable rules.

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Working with ActionsActions define the event that occurs after the rule is evaluated and the conditions aremet. The parameters available depend on the action selected.

Adding an ActionTo add an action:1. Click Add Action. The Add New Action screen is displayed, as shown below.


• Disable This Action: Select this option to not have the action executed. Ifthis option is not selected, the action is executed whenever the rule condi-tions are met. By default, this is disabled.

• Action Name: Enter a brief description for the action.• Type: Use the drop-down box to select the action that will occur when the

rule conditions are met.


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• Properties: Complete each field that applies to the action. This sectionchanges based on the Type selected. The following table provides a briefdescription of the fields required for each Type.

NOTE: Some actions (e.g., Answer Call) do not require any parameters and are notincluded in the preceding table.

Type Parameter Indicates

Run an executable/Shell Execute

Filename The program path and file name.Arguments Command arguments specified when

starting the file, if any.Start Directory The directory where the file will be

opened.

Open URL URL The address of the Web site to open.

Play WAV File WAV File Name The program path and file name.

Make a call Which Number The number to dial.

Inquiry Trans-fer

Which Number The transfer destination number.

Redirect the call

Which Number The destination number where the call is sent.

Set Account Code

Account Code The account code set for the exten-sion.

Call Control Whether the account code is sent to the telephone system.

Set Forward State

Type When the call is forwarded (e.g., if busy, if busy and no answer, etc.)

Destination The destination extension.Enable/Disable That the specified forwarding type is

enabled or disabled.

Set ACD Agent State

Agent State The new state (e.g., busy, wrap-up, etc.) applied to the agent.

Agent ID The ID of the affected agent.

ACD Group Affected hunt group (only required when the action is used to log an agent ID in/out of an extension device).

Dial DTMF Tones

Digits The DTMF digits to dial.

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3. Click Test to test the action. A message box is displayed indicating if the test wascompleted or if it failed.

NOTE: You cannot test call control actions, except Make Call. If you click Test forany of these actions, a failure is returned.

4. Click Accept when finished, or click Cancel to exit without saving changes. Youare returned to the main screen.

NOTE: If you clicked New Action in a rule screen (i.e., Add New Rule or EditRule), you are returned to that screen, and the action you created is displayed inthe Action box.

Editing an ActionTo edit an action:1. Click Edit Action. The Edit Actions screen is displayed, as shown below.

2. Either double-click the action you want to edit or highlight the action and clickEdit. The Edit Action screen is displayed.

NOTE: You can also click New Action while in this screen to create an action, oryou can click Test to test the highlighted action.

3. Make the necessary changes and click Apply.

4. Click Close to exit this screen.


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Deleting an ActionTo delete an action:1. Click Edit Action. The Edit Actions screen is displayed.

2. Highlight the action you want to delete and click Delete.

3. At the prompt, click Yes to delete the action or No to cancel the action.

NOTE: You are not prompted for a confirmation if the Deleting Actions flag isdisabled in Options (see page 59).

4. Click Close to exit the Edit Actions screen.

To delete all actions:1. Click Edit Action. The Edit Actions screen is displayed.

2. Click Delete All.

3. At the prompt, click Yes to delete all actions or No to cancel the action.

NOTE: You are not prompted for a confirmation if the Deleting Actions flag isdisabled in Options (see page 59).

4. Click Close to exit the Edit Actions screen.

Enabling and Disabling ActionsLike rules, you can enable and disable actions. If disabled, you can verify that rulesare evaluated without executing the action. To enable/disable actions:1. Click Edit Action. The Edit Actions screen is displayed.

2. Click the box next to the rule name to add/remove a checkmark. A checkmarkindicates that the rule is disabled.

NOTE: You can also check/uncheck the Disable This Action flag in the Add NewAction or Edit Action screen to enable/disable actions.

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Configuring Personal NavigatorLike the main CallViewer banner application, you can configure various parametersto customize the look of Personal Navigator.To configure Personal Navigator:1. Click Options. The Options screen is displayed.


• Minimize On Startup: Select this option to minimize the Log Area whenPersonal Navigator is started. This is disabled by default.

• Show Logging Window On Startup: Select this option to display the LogArea when Personal Navigator is started. This is enabled by default.

• Always On Top: Select this option to always have the Log Area displayedon top of other application windows. This is disabled by default.

• Confirmations: Select whether you want the confirmation dialog boxes todisplay when actions and/or rules are deleted. It is recommended that youenable these flags to prevent accidental deletions of actions or rules. Bydefault, both flags are enabled.


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• Customize List Color: Select the desired text and/or background color forthe various components of Personal Navigator. You can change the colors forthe Log View, Edit Actions screen, and Edit Rules screen. To change the col-ors for a component:(1) Select whether you want to change the text color or the background

color.

(2) Click the Sample drop-down box. The standard color swatch is dis-played.

(3) Either pick an available color, or click More Colors to create a customcolor. The Sample box displays your selection.

(4) Repeat steps 1-3 as necessary for other colors.

NOTE: The programmed color is applied to the selected item only. For exam-ple, to change the text AND background color of a component, you must firstselect Text Color and then choose a color. Then you must select Back-ground Color and choose a color.

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

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

STARTING REALVIEWERTo 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, Real-Viewer will start.

NOTE: If a RealViewer license is not available on the Call Center Server, Call Sum-mary, which does not support custom filters, is run.

REALVIEWER CONFIGURATION WIZARDIf this is the first time RealViewer has been run after installation, the RealViewerConfiguration Wizard will run. It will also run if your saved settings are deleted. Thiswizard will help you locate a Server if one cannot be found, and it will ask you somesimple 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 automaticallylist the CTI Servers available on the same computer network. You may have towait several minutes while RealViewer interrogates the computer network. Selectthe CTI Server to connect, then click Next.

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• RealViewer Style: Select the style of RealViewer that you want to create, andclick 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 onlyselect this if you are a manager or supervisor.

— Show statistics for everyone: Select this option to create a RealViewer thatwill show statistics for the entire phone system. Again, you should onlyselect this if you are a manager or supervisor.

• Type of Calls: Select the type of call traffic to measure, and click Next. You havethe 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 pre-

dominantly 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 fol-

lowing, 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 youbelong, if applicable. To measure inbound calls, enter the actual group num-ber that is programmed in the telephone system. For outbound calls, specifythe extensions within the group (e.g., “200,201,210-220”).

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 extensionfield blank, but you must enter the appropriate value(s) into the Your groupfield.

— If you selected Show statistics for everyone, this screen will not display.• Finished: Click Finish to create the default RealViewer.

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

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

Automatic ConfigurationTo automatically configure the Server, click Auto Configure. The product will auto-matically attempt to find the Server on the network. Once the RealViewer has found aCTI Server and the information in this screen is updated, click OK to exit this screenand save the changes. To cancel unwanted changes, click Cancel.

NOTE: The product will automatically go into the self-configuration mode on startup if ithas just been installed, or if it is unable to find the Server.


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Manual ConfigurationTo 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 nor-

mally 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 UNCform (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 Pathfield and have Server provide the database path when the network connection isestablished, 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 usedby 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 nor-


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 UNCform (e.g., \\CTISERVER-01\CVGW), or in standard pathname form (e.g.,Z:\). To browse for the database path, click the ellipsis (...) button.




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REALVIEWER WINDOWRealViewer’s main window consists of two main areas: the toolbar and the tile area.

NOTE: If a StationViewer license is enabled, the StationViewer list is also displayed.See page 88 for more information on the StationViewer list.

ALSO: If Call Summary is displayed in the titlebar, a RealViewer license is not avail-able.

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

Toolbar

Tile Area

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 69).

Displays the Filter Manager for creating and editing filters (see page 76).

Displays the Options dialog (see page 95).

Displays the Network Settings dialog (see page 63).

Repositions the open tiles in a particular style. There are several differ-ent viewing options that are available through the drop-down menu. (seepage 71).Answers the call that is currently alerting your extension.

Either places the call on hold or retrieves a held call at your extension.

Drops all calls at your extension.

Completes an inquiry transfer at your extension (see page 94).


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NOTE: The shaded toolbar buttons (above) are available only if a StationViewerlicense is enabled (see page 94 for more information).

Tile AreaThe Tile Area is a container for all tiles. Tiles are automatically arranged for you inthe order that they were created.

Main MenuTo access the main menu, select the main menu button ( ) on the toolbar. The fol-lowing options are displayed:• 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 76). This is the same as clicking the Filter Manager button ( ) in thetoolbar.

• Options: Displays the Options dialog, allowing you to configure global options(see page 95). This is the same as clicking the Options button ( ) in the toolbar.

• Network: Displays the Network Settings dialog (see page 63), allowing you toconfigure the network connection to the CTI Server (Server). This is the same asclicking 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 RealViewer and saves the current configuration.

Shortcut MenuYou 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 StationViewerlist.

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You have the following options:• Zoom: Enlarges the selected tile (see page 71). 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.• Cut: Cuts the selected tile and copies it to the clipboard (see page 71). (Not

available in StationViewer List)• Paste: Inserts the tile currently stored in the clipboard (see page 71). (Not avail-

able in StationViewer List)• Copy: Copies the selected tile to the clipboard (see page 71). (Not available in

StationViewer List)• Remove: Removes the tile from the Tile Area (see page 70). (Not available in

StationViewer List)• Properties: Displays the tile’s current settings (see page 70). • Add Tile: Allows you to add a tile (see page 69). 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., toremove a tile), you must right-click on the tile you want to modify (e.g., the tile youwant to remove).

TILESThe building block of RealViewer is the tile (called a Deskboard tile), as shownbelow.

Each tile consists of a caption, which describes the display, and the associated statis-tic. Tiles display a single call summary statistic, which can be filtered to only includea particular group of agents, or other information, such as the date and time. The sta-tistic can also have an associated alarm that will notify you when the statistic fallswithin a certain range (see page 73).

Caption

Statistic


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Calls Waiting TileBefore 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 lookingfor Calls Waiting on a hunt group. Putting the hunt group number in the ACDHunt Groups tab is not enough; the hunt group must still be in the Call First RangAt Extension/Group field on the Call Route Tab.

• Call Segmentation: If Call Segmentation is disabled, there can only be onedevice that is considered “first rung.” Therefore, if a call is recalled to a differenthunt group, Calls Waiting would show “0” for the second hunt group because thefirst hunt group is considered “first rung.” If Call Segmentation is enabled, eachcall segment has a corresponding device as the device that first rang and is, there-fore, not affected.

• Announcements/Overflows: When a call is ringing for a hunt group, Calls Wait-ing and/or All Calls Ringing will decrease during Announcement and Overflowmessages unless the application numbers and Voice Mail devices are entered inthe Extensions section of Data Manager in Server. Each of these must also havethe Yes, this device is treated as ‘not yet answered’ and Yes, this device is treatedas ‘not yet rung’ flags enabled.

See the Installation Manual for more information about the flags associated with theCalls Waiting tile.

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Adding a New TileTo create a tile:1. Click the Add Tile button ( ) on

the toolbar, or select Add Tilefrom the shortcut menu. The newtile is created, and the propertysheet for that tile opens.

2. Complete the following fields inthe Statistics tab:

• Item To Display: Shows thecurrently selected statistic thatthe tile will display (see theInstallation Manual for detailsabout available statistics). Tochange the statistic, click theellipsis (...) button, and thenchoose the new statistic fromthe available menu. If youchange the statistic withoutchanging the caption, you willbe asked if the caption should be changed when you click OK. If you clickYes, the caption will change to match the new statistic. If you click No, thename will not change.

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

• Caption: Allows you to edit the caption displayed above the tile. If you donot change the caption but change the statistic, you will be asked if the cap-tion should be changed when you click OK.

• Filter: Use the drop-down list to select a filter to apply to the tile. This filteris automatically applied when you click OK. If needed, you can click Add todisplay the Add Filter dialog, which will allow you to create a new filter. Ifyou create a new filter, it is automatically selected as your preferred filter forthis tile. See page 75 for details on filters.

NOTE: Call Summary does not support custom filters.


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3. Select the Appearance tab.


• Text Color: Use the drop-down list to choose the textcolor for the tile.

• Background Color: Use thedrop-down list to choose thebackground color for the tile.

• Activate the alarm on thisti le: Select this option toapply an alarm to the tile. Ifan alarm is currently firingwhen you uncheck this box,the alarm will stop signalingwhen you click OK.

• Alarm Settings: Click thisbutton to configure the alarmusing the Alarms dialog. Configure the alarm as described on page 73.

5. Click OK when finished, or Cancel to exit without saving changes. If you clickOK, the new tile will appear in the Tile Area.

Editing a TileTo edit a tile:1. Double-click on that tile’s statistics, or right-click on the tile and select

Properties. The property sheet will display with the tile’s current settings.

2. Change the settings as desired.

3. Click OK to apply the changes or Cancel to exit without saving changes.

Removing a TileTo 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 propertysheet (see page 100).

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Zooming TilesYou can “zoom” in on a tile so that it takes up all of the visible Tile Area space. Thisis 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 PasteTiles can be copied and pasted to and from the clipboard, allowing you to quickly cre-ate very similar tiles.

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

Pasting from the ClipboardTo paste a tile back into the Tile Area, right-click on a tile in the Tile Area and selectPaste. The tile is pasted next to the tile where you right-clicked to perform the paste.

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

Arranging TilesYou can control the way RealViewer arranges tiles on your screen.To arrange RealViewer tiles in a grid, click the down arrow next to the button inthe toolbar and select Tile as Grid from the drop-down menu. The tiles are automati-cally arranged in a grid, as shown below.

To arrange tiles as columns, click the down arrow next to the button in the tool-bar and select Tile as Columns. The tiles are automatically arranged in one row withone column for every tile, as shown below.


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To arrange tiles as rows, click the down arrow next to the button in the toolbarand select Tile as Rows. The tiles are automatically arranged in one column with onerow for every tile, as shown below.

To use the Best Fit option, click the down arrow next to the button in the toolbarand select Tile for Best Fit. If this option is selected, the tiles will automatically bearranged and sized based on the available window space. If subsequent tiles areadded, however, the window adjusts to accommodate the new tiles (unless the win-dow is maximized).

NOTE: If this mode is enabled and you manually adjust the size of the window, thewindow 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.

Moving TilesUsing the drag-and-drop feature, you can move tiles within the tile area without hav-ing to cut and paste. To do this, click and drag the tile you want to move. Then posi-tion it over the tile that you want it to precede. (The border of the stationary tilethickens or becomes highlighted.) Release the tile you are moving. It is automaticallyplaced in the area BEFORE the highlighted tile.

NOTE: You cannot release the tile over one that is not highlighted. If a stationary tile isnot highlighted when you release a tile, the tile you are attempting to move returns to itsoriginal position.

ALSO: The drag-and-drop feature is not available for the StationViewer list.

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Setting AlarmsTile alarms immediately notify you when a statistic is within a certain parameter. Forexample, 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 whenthis occurs.To set an alarm on a tile:1. Access the property sheet for the tile

(i.e., select Properties from the shortcutmenu).

2. Select the Appearance tab.

3. Select the Activate the alarm on thistile flag (a checkmark appears).

4. Select Alarm Settings to configure thealarm using the Alarms dialog.

5. Use the first drop-down list to selectwhether you want to fire the alarm whenthe statistic meets or exceeds a givenvalue (>=), meets or falls below a givenvalue (<=), or falls between two values(between).

6. Specify the value to compare the statis-tic against in the second drop-down list.You can either select a value from thedrop-down list or enter a new value inthe box.

7. Specify the maximum value of the com-parison in the third drop-down list. Youcan 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.

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


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

• Flash The Tile: If you check this option, the tile, or the appropriate elementwithin the tile, will flash when the alarm fires. Use the drop-down list toselect how long the tile will flash. Regardless of this setting, the tile willalways stop flashing if the alarm is deactivated.

• Play This Sound File: If you check this option, a sound will play when thealarm fires. Enter the full path and filename of the sound to play, or click theellipsis (...) button to choose a file using the standard File Open dialog. Onceyou 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 howlong you want the alarm to sound.To test the sound, click the > button. If the sound does not play, ensureyour speakers are turned on, the speaker volume is turned up, the volumewithin Windows is turned up, and you have installed and successfullyconfigured a soundcard. The sound will always stop playing if the alarmis deactivated.

• Write This Message To The Alarm Log File: Select this option to write amessage to an alarm log file when the alarm fires. Enter the message to dis-play in the field next to the check box. The message can contain special char-acters which are prefixed with a percent (%) symbol, as described in thefollowing table.

For example, the message “Gentian in ‘%F’ has been in wrap-up for more than 5 minutes” might appear something like“Agent 4000 in ‘Sales Group’ has been in wrap-upfor more than 5 minutes.” The alarm log file is created in the samedirectory where the software is installed.

Char Meaning

N Device Number (on list tiles)D Device Description (on list tiles)T Caption of the tileF Filter applied to the tile

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• Activate The Tile: Select this option to restore the main window and bring itto the front of all windows. The tile that is signaling the alarm will thenreceive 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 theAppearance 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 dis-abled. If you hear an alarm sound when you uncheck the flag, click OK. The alarmwill stop beeping.

WORKING WITH FILTERS

NOTE: Call Summary does not support custom filters.

The power of the RealViewer comes from its ability to limit statistics to only certaintypes 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 fil-ters to none, one, or many tiles. Filters can also be edited after being created and willimmediately reflect changes in any tiles using the modified filter.

NOTE: You cannot apply filters to the SationViewer list.


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Filter ManagerThe Filter Manager lists the currently available filters and provides access to pro-gramming options.To display the Filter Manager, click the Fil-ter Manager button ( ) on the toolbar orpress CTRL + F. Or, select Filter Managerfrom the Main Menu ( ).You can also add, remove, edit, and copy fil-ters 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 canalso access the Edit Filter dialog box bydouble-clicking on the filter you want toedit).

• Remove: Removes the currently selected filter. You are prompted for a confirma-tion before the filter is removed.

• Remove All: Deletes all filters listed except the All Calls filter. You are promptedfor 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. Thename 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 inSales (Copy).

Each of these options is described in detail in the following pages.

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Adding a New FilterTo add a filter:1. Open the Filter Manager, and select Add.

Or, you can click the Add Filter button ( )in a tile’s caption. The Add New Filterscreen displays.

2. Select the tab corresponding to the informa-tion you want to use as the filtering parame-ters. 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 sec-tions.

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


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GeneralThis page allows you to create a filter forcalls on certain extensions or agent devicesand includes the following fields:• Filter Description: Enter a unique

description of the filter. This will be dis-played in the Filter Manager and on anytile’s caption that uses the filter. Thedescription should provide enough infor-mation so you can easily identify whatthe filter displays.

• Extensions To Filter On: Enter acomma-separated list of extensions toinclude in the filter. Any calls that ring,are answered, or terminate at one ofthese extensions will be included in thefilter. You can also use the drop-down list to select extensions, which are intelli-gently added to or removed from the list. The list you enter can include ranges orindividual extension items. For example, if you entered “200-204,207,209,” thefilter would include extensions 200, 201, 202, 203, 204, 207, and 209.

• Agents To Filter On: Enter a comma-separated list of agents to include in thefilter. Any calls that ring, are answered, or terminate at one of these agents will beincluded in the filter. You can also use the drop-down list to select agents, whichare intelligently added or removed from the list. The list you enter can includeranges 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 thetrunk 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, andtransferred to group 10001 would be considered one call. Select this option whenyou want to know the actual call traffic entering the phone system from the tele-phone company (e.g., to measure how many calls have originated through DIDnumbers 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 includestransferred 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 consid-ered two calls: one that initially rang 1000 and one that rang 1001. Select thisoption if you want to measure the number of calls that alerted a particular huntgroup 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 beenselected.

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Direction & DIDThis page allows you to filter calls based onwhether they are inbound or outbound and theDID number used for inbound calls.To filter based on inbound calls, select InboundCalls and complete the following fields in theInbound Calls Only section:• Direct Inward Dialing (DID): Use this

combo box to select which DID digits andassociated DNIS description you wantincluded in the report. You can specificallychoose one DID number from the combobox, or you can specify more than one DIDnumber by separating individual DIDs usinga comma (,). You can also specify a consec-utive range of DID numbers by specifyingthe 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 whereCaller 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 includecalls regardless of whether or not they are directly dialed.

• Call Cost: Select a comparison type for the call type. For example, to report callcosts that are greater than $5.00, select >. Then enter a call cost (e.g., 5) in theadjacent 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 oftenstore numbers carried out to different decimal places (e.g., 0.50 may be stored as0.499999999). If this occurs, the equivalence operator will not work because.4999999 does not equal .50. Use >= or <= where appropriate instead. Also, callcosting calculations are based on limited data input and therefore may differ fromthe actual call charges made by the telco.

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


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

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).

DurationThis page allows you to filter calls based onhow long the call has been ringing or activeand includes the following fields:• Ring Time: Filters calls based on how

long they have been ringing (or how longthey rang). Use the drop-down box toselect how you want to filter the call’sring time. To only include calls that are ringing forlonger than a specified time, select >=.

To only include calls that are ringing forless than a specified time, select <=.

Then specify the ring time that you wantto use for comparison. The time can beentered 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 isaffected by the Yes, this device is treated as ‘not yet answered’ and Yes, thisdevice 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 tofilter the call’s 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 beentered 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 isaffected by the Yes, this device is treated as ‘not yet answered’ and Yes, thisdevice 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 itstarted ringing) regardless of whether or not it has been answered. Use the drop-down box to select how you want to filter the call’s 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 beentered 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. Firstselect whether you wish to include calls that were on hold for longer than a giventime (>=) or less than a given time (<=). Then specify the duration to compareagainst. 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”.

• Call Started Between: This will filter calls based on a specified start and endtime, calculating the statistics only for calls that started within this range. Enterthe 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 InboundCalls 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 real-time statistics, such as Agents Logged In, Calls Waiting, and Total Talk TimeNow.

NOTE: The Total Hold Time option is disabled for the RealViewer and Reporter mod-ules.


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Call StatusThis page filters calls based on their statusand/or whether or not the call information wasidentified by the Server. This contains the fol-lowing fields:• Answered Calls?: Click Yes to only

include answered calls in the filter. ClickNo to only include unanswered calls inthe filter. Click All to include callsregardless of whether or not they areanswered. This filter is affected by theYes, this device is treated as ‘not yetanswered’ and Yes, this device is treatedas ‘not having rung’ flags in Server.

• Call Identified?: Click Yes to onlyinclude calls that have been matchedagainst the Server (CTI Server) Import. Click No to only include calls that havenot been matched against the Server Import (these calls would normally appear asNew Contact! in Reporter Real-Time or CallViewer). Click All to include callsregardless of whether or not they have been matched against the Server Import.

• Call on Hold?: Click Yes to only include calls that are currently on hold. ClickNo to only include calls that are not currently on hold. Click All to include callsregardless 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. Youcan also use the drop-down box to select trunk lines, which are intelligentlyadded to or removed from the list. The list you enter can include ranges, or indi-vidual trunk lines. For example, if you entered “94193-94194,94196,” the filterwould include trunk lines 94193, 949194, and 94196.

• Last Account Code Entered: Includes any calls where the last account codeentered matches the list of account codes. Enter a comma-separated list ofaccount 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 histori-cal calls will normally not be on hold.

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Information

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

This page allows you to filter calls based onthe telephone number or the various fields ofthe CTI Server (Server) import and includesthe following fields:• Telephone No.s: Enter a comma-sepa-

rated l ist of telephone numbers toinclude in the filter. Wildcard can alsobe used in the filter (e.g., “480*” or“*602”). This type of filter will filtertelephone numbers that call in or dialout. To only include people calling infrom a number in this list, you shouldfilter on Inbound calls only in the Direc-tion & DID page.

• Import Field 2 to Import Field 6:Enter a comma-separated list of a string to include in the filter. Wildcard can alsobe used in the filter. The meaning of the filter depends on what data is beingimported 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 companiessuch as “Alpha Beta Gamma Ltd” or “Alphacentauri Industries PLC.”

To see what data you can include in anImport Field filter:1. Click the ellipsis (...) button next to

an appropriate filter field. The Data-base Query dialog box displays.

2. Enter the information for which youwant to search (e.g., to search for acompany called ABC Company, enter“ABC Company”).

NOTE: If you do not get any resultswhen running a query, the databasemay include spaces before the recordinformation. Try inserting a space or awildcard (*) 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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3. Click Query. The application will query the information stored in the CTI Serverand display any matching information in the window.

4. Enter the information for the desired record in the text box. To include multiplerecords, use wildcard (*) combinations (e.g., ABC *).

5. Click OK to save the record information to the filter, or click Cancel to exit with-out saving changes. You are returned to the Add New Filter screen.

NOTE: The Database Query feature will not work unless you have successfully per-formed a Telephone Number import to the CTI Server.

Call RouteThis page allows you to filter calls based onmiscellaneous call elements and includes thefollowing fields:• Call First Rang At Extension/Group:

Includes any calls that rang at an exten-sion or hunt group specified in the list.Enter a comma-separated list of exten-sions to include in the filter. You can alsouse the drop-down list to select exten-sions, which are intelligently added to orremoved from the list. The list you entercan include ranges or individual exten-sions. For example, if you entered “200-204,206,” the filter would include exten-sions 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 85).

• Call Answered On: Includes any calls that are answered at an extension speci-fied 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 intelligentlyadded to or removed from the list. The list you enter can include ranges or indi-vidual extensions. For example, if you entered “200-204,206,” the filter wouldinclude extensions 200, 201, 202, 203, 204, and 206. This filter is affected by theYes, 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 finishedat an extension specified in the list. Enter a comma-separated list of extensions toinclude 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 caninclude ranges, or individual extensions. For example, if you entered “200-204,206,” 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 byan agent specified in the list. Enter a comma-separated list of agents to include inthe filter. Or, use the drop-down list to select agents, which are intelligentlyadded to or removed from the list. You can also include ranges or individualagents. For example, if you entered “200-204,206,” the filter would includeagents 200, 201, 202, 203, 204, and 206.

• Call Answered On: Includes any calls that are answered at an agent specified inthe list (see the previous Call Answered On information for details).

• Call Currently On: Includes any calls that are currently on or that were finishedby an agent specified in the list (see the previous Call Currently On informationfor details).

ACD Hunt GroupsThis page allows you to filter calls based onagents, extensions, or agent statistics thatare logged in or out of specific ACD HuntGroups and affects what is displayed in thelist tiles wherever agent statistics are dis-played. This contains the following fields:• Hunt Groups: Enter the ACD Hunt

Groups to which the l i s t wi l l berestricted. Each hunt group should beseparated by a hyphen (-). Or, you canuse the drop-down list to select anddeselect hunt groups.

NOTE: Entering a hunt group pilotnumber in the ACD Hunt Groups tab willfilter agent statistics only. To filter for other statistics, enter the hunt group pilotnumber in the appropriate field under the Call Route tab.

• Show Devices Logged In To These Groups: Select this option to only displayagents who are logged into the selected hunt groups in the list.

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


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Transferred CallsThe Transferred Calls page allows you tofilter calls based on the transfer originationor destination extension/group.

NOTE: To use this type of filter, Call Seg-mentation must be enabled in the Call Cen-ter Suite Server.

This page includes the following fields:• Calls diverted/transferred/recalled/

overflowed from hunt group orextension: Enter a comma-separatedlist that indicates the group(s) and/orextension(s) that transferred the call toanother destination. Or, use the drop-down list to select the devices. You can also use a hyphen to enter a range ofdevices. For example, entering “1000,1002-1003” would filter calls that weretransferred from 1000, 1002, or 1003.

• Calls diverted/transferred/recalled/overflowed to hunt group or extension:Enter a comma-separated list that indicates the destination group(s) and/or exten-sion(s) of the transfer. Or, use the drop-down list to select the devices. You canalso use a hyphen to enter a range of devices. For example, entering “1000,1002-1003” would filter calls that were transferred to 1000, 1002, or 1003.

Editing a FilterTo edit a filter:1. Open the Filter Manager by clicking the Filter Manager button ( ) or selecting

Filter Manger from the main menu ( ).

2. Select the filter that you want to edit, and click Edit. Or, double-click on the filterthat you want to edit.

3. Click OK when finished, or click Cancel to exit without saving changes. Onceyou have completed editing a filter, any tiles that are using the filter will automat-ically update.

NOTE: You cannot edit the All Calls filter.

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Removing a FilterTo remove a filter:1. Open the Filter Manager by clicking the Filter Manager button ( ) or selecting

Filter Manager from the main menu ( ).

2. Select the filter that you want to remove, and click Remove, or select a range offilters and click Remove All.

3. At the prompt, click Yes to delete the filter or No to cancel the action. If youclick Yes, the filter will be removed, and any tiles using the filter will revert tothe default “All Calls” filter.

NOTE: Once removed, the filter cannot be retrieved.

Applying a FilterYou can apply a filter that you have previously created to any RealViewer Tile. To apply a filter: 1. Select the filter button ( ) on the top, right-hand

corner of a tile. This will display a shortcut menu ofavailable filters with the currently selected filterchecked.

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 withthe tile (e.g., calls for a particular DID number, agents in a particular group, etc.).


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USING STATIONVIEWERVersions 3.1 and later include the StationViewer module. This module displays aDirect Station Select (StationViewer) list that allows you to quickly view the status ofspecific devices and to control calls from your desktop. To use this feature, the soft-ware security key on the Call Center Server must contain at least one StationViewerlicense.

NOTE: If the StationViewer license is available but the window is not displayed, makesure you have enabled the license (see the Installation Manual for details).

StationViewer ListWhen you activate the StationViewer license, the StationViewer list is automaticallydisplayed to the left of the tiles (by default). Additional call control buttons are alsoincluded in the toolbar. Until you select the extensions to monitor (see page 92), the StationViewer list isblank. Once you have programmed the extensions, however, the window displays Sta-tionViewer buttons, one for each device.

The following sections describe the StationViewer list components.

StationViewer Toolbar Buttons

StationViewer

StationViewer Buttons

Window

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StationViewer ButtonsThe StationViewer buttons indicate the current status of the associated extension andare displayed within the StationViewer list. To depict the state, each StationVieweruses three different methods: the lamp indicator, icon, and tooltip.The lamp (or bulb) indicator is lit a different color, depending on the status of theextension. For example, in the above illustration, the StationViewer button for exten-sion 1101 (Sue) is displaying a green bulb, indicating that she is in DND. Lamp colorsare configurable for busy, DND, alerting, and idle, as described on page 93.The tooltip is displayed when you pause the mousepointer over a StationViewer button. Each tooltipprovides detailed information about the associatedextension, 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.• On call to: Displays the Caller ID name or number of the caller to which the Sta-

tionViewer 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 dis-played (e.g., GONE HOME).

• FWD: Indicates the forwarding status of the phone. If the phone is forwarded, thetype of forward is displayed (e.g., ALL CALLS).

NOTE: You can also use the StationViewer buttons to handle calls associated with theStationViewer extensions (see page 94 for details).


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StationViewer Toolbar ButtonsThe StationViewer toolbar buttons perform specific call control functions at yourextension. To use these buttons, you must select your extension in the Call Control tabof the Configure View screen (see step 6 on page 99). See page 94 for a list of the Sta-tionViewer buttons and page 94 for details about using these buttons.The icon is displayed next to the lamp indicator and provides a graphical depiction ofthe extension’s current status. The following table lists the various icons and theirassociated 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.

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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Program StationViewer Devices and ColorsTo view devices in the StationViewer list, you must program specific extensions to bedisplayed in StationViewer buttons. You can then program the different bulb colorsthat are associated with the status of the extension.

NOTE: The RealViewer StationViewer displays extensions only. To view agents, youneed Reporter Real-Time with the Pro license (see Chapter 7 — Reporter Real-Time).

To program StationViewer devices and colors: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 thefollowing options:

• General • StationViewer Bulb Colors

3. Click OK when finished or click Cancel to exit without saving changes. You arereturned to the main screen.

Each of the available tabs is described beginning on page 93.


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General TabThe General tab displays a list of the currently monitored devices, each of which isassociated with a StationViewer button. In this tab, you can add, remove, and movedevices using the following command buttons:• Add: Displays a menu containing available devices and their associated descrip-

tions. 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 thisitem opens a dialog box that allows you to enter a list of extensions to be added tothe StationViewer list. You can include ranges or individual extension items. Forexample, if you entered “200-204,207,209,” the StationViewer list would includeextensions 200, 201, 202, 203, 204, 207, 209.

NOTE: Devices that are added to the list are automatically removed from the Addmenu. This ensures you do not add the same device more than once to the Sta-tionViewer list.

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

• Move Up/Down: Moves the selected device up/down in the list. If you movemore than one device at a time, the selected devices are kept in the same orderrelative to each other. The order of the extensions displayed in this list is theorder that the extensions are displayed in the StationViewer list.

NOTE: You can remove/move more than one extension at a time. To select extensionsthat are displayed next to each other, hold down the SHIFT key while selecting the firstand last extension you want to highlight. To select extensions that are not listed consec-utively, hold down the CTRL key while making your selection.

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StationViewer Bulb Colors TabThe StationViewer Bulb Colors tab is shown below.

The StationViewer Bulb Colors tab displays the selected colors for the StationViewerlamp. 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. Whenyou click OK, the StationViewer buttons in the window automatically update to reflectthe new colors.


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Control Calls with the StationViewerWith the StationViewer license, you can control calls at your extension and accesscertain call control features at extensions associated with a StationViewer button. Thisallows you to make, receive, pickup, and transfer calls from your desktop. To accessthese features, use the StationViewer and/or toolbar buttons, as described in the fol-lowing sections.

NOTE: Before using the Call Control functionality, you must specify your extension inthe Call Control page in the Configure View screen (see step 6 on page 99).

Using the StationViewer ButtonsThe StationViewer buttons allow youto make calls to, pickup calls at, andtransfer calls to a StationViewerextension. To access these features,click the desired StationViewer but-ton. A menu appears with the follow-ing options:• 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 auto-matically connected to the StationViewer extension, regardless of its currentstate.

• 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 tothe StationViewer extension is initiated. Once you have connected to the Station-Viewer extension, you can either click the Complete Transfer ( ) button tocomplete the transfer or click the Hold/Retrieve ( ) button to cancel the trans-fer and retrieve the call.

NOTE: The available options will differ based on the current state of the StationViewerextension and your extension.

Using the Toolbar ButtonsThe StationViewer toolbar buttons allow you to control calls at the extension pro-grammed for call control (see step 6 on page 99 for details). With these buttons, youcan answer calls, place calls on hold, and complete transfers from your desktop. Seepage 90 for a list of the toolbar buttons and their associated actions.

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CUSTOMIZING REALVIEWER

NOTE: Call Summary does not support any statistics that involve account codes, ser-vice levels, or durations. Therefore, it is not necessary to program these pages for CallSummary installations.

RealViewer has several configurable options, including the appearance of the Real-Viewer, 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 screendisplays.

2. Complete the following fields in theGeneral tab:

• Only show the titlebar whenthe mouse is over the window:When this option is checked,the titlebar and toolbar will dis-appear from the main windowif the mouse is not positionedover the window.

• Keep the window on top of allother windows: When thisoption is checked, RealViewer will always remain on top of all windows,regardless of which window is active. This allows you to always keep intouch with activity on the telephone system, no matter what you are doing onthe computer.

• Style: This section determines the layout of the RealViewer tiles and is avail-able only if the RealViewer license is enabled (see page 99). You have thefollowing options:— Tile As A Grid: Automatically arranges tiles in an n x n grid when you

add a tile or resize the window (see page 71).— Tile In Columns: Automatically arranges tiles in one row with one col-

umn for every tile, similar to an n x 1 grid (see page 71).— Tile In Rows: Automatically arranges tiles in one column with one row

for every tile, similar to a 1 x n grid (see page 72).— Tile In Best Fit: Automatically arranges and sizes tiles based on the

available window space. If subsequent tiles are added, however, the win-dow adjusts to accommodate the new tiles (unless the window is maxi-mized). (see page 72).


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NOTE: If the Best Fit mode is enabled and you manually adjust the size of thewindow, the window snaps to the next best size that accommodates the displayedtiles. The window, therefore, may not resize accordingly when you use the mouseto modify it.

• StationViewer View: This section determines where the StationViewer list isdisplayed and is available only if the StationViewer license is enabled (seepage 99). You have the following options:— Left: If this option is selected, the StationViewer list is displayed to the

left of the tile area.

— Right: If this option is selected, the StationViewer list is displayed to theright of the tile area.

— Top: If this option is selected, the StationViewer list is displayed abovethe tile area.

— Bottom: If this option is selected, the StationViewer list is displayedbelow the tile area.

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3. Select the Account Codes tab. Thispage allows you to summarize histori-cal calls by the account code. It auto-matically does this for four accountcodes, enabling you to graph the num-ber of times these account codes wereentered. Complete the followingfields: • Account Code #1 to #4: Enter

each of the four account codesthat you want to summarize (oneper field). By default, the accountcodes are set to 666, 777, 888,and 999.

• Account Code Caption #1 to #4:Each account code you are sum-marizing can have a caption, which is displayed by the tile when viewingthis statistic. The caption you enter should uniquely identify the type of sum-marized account code. By default, the captions are set to “Code 1,” “Code2,” “Code 3,” and “Code 4.”

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

4. Select the Service Levels tab. Thispage allows you to set levels for sum-marizing ring times and specify a ser-vice level, indicating how quicklycalls should be answered (i.e., within10 seconds or less). Complete the fol-lowing fields: • Answer Times: Use the Dura-

tion #1 to #6 fields to set the ringtimes to summarize. For each ringtime, four statistics will be gener-ated: number of calls answered,percentage of calls answered,number of calls abandoned, andpercentage of calls abandoned.


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• Service Level: Use this field to set the time frame within which all callsshould 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.

5. Select the Durations tab. Completethe following fields:

• Call Rate Period: This field isused to calculate how manycalls to include in the followingCall Rate statistics: InboundCall Rate, Outbound CallRate, Abandoned Call Rate,and% Service Level. The CallRate statistics are the number ofa ce r t a in t ype o f ca l l t ha toccurred within the last numberof minutes. The time periodused to evaluate the statistics isset by entering a value for theCall Rate Period, which defaultsto half an hour (30 minutes).

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

• Quick Abandoned Calls: Select Ignore abandoned calls that rang forless than and then enter the length of time that a call must ring before it isnot ignored. For example, if you want to ignore all abandoned calls that rangfor less than five seconds, you would enter “5.” This feature allows you toignore calls that were abandoned very quickly. Normally, an abandoned callwill reduce your service level because it is counted as a call that was notanswered within the specified time. With this option enabled, calls that rangfor less than the Quick Abandoned Time are considered as answered whencalculating the service level.

NOTE: No other statistics are altered by this setting. It does not change anyanswered 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 CallControl page allows you to specifyyour extension for call control. Onceyou have selected your extensionand have clicked OK, you can handlecalls using the StationViewer or tool-bar buttons (see page 94).

NOTE: This page is not displayedunless a StationViewer license isenabled (see step 7).

7. Select the Licensing tab. TheLicensing tab allows you to selectthe license that is used when con-necting to the Call Center Suite Server. If you select an invalid license, the Serverwill deny the connection. You have the following options:

• RealViewer Only: Select this option to configure and view RealViewer tilesonly. 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 Real-Viewer tiles and the StationViewer feature.

• Yes, consume a full RealViewer license: (This option is not available if Sta-tionViewer Only is selected.) Select this option to consume a RealViewerlicense on Server. If selected (and available), you can use all of the featuresassociated with RealViewer, including filters and statistics. If this option isnot selected, Call Summary is initiated instead, and you will not consume aRealViewer license. If you change from a RealViewer license to Call Sum-mary, any tiles that display statistics that Call Summary does not supportautomatically change to “Not licensed.” See page 41 for details about howCall Summary differs from RealViewer.

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 Con-figure View screen to allow the application to update the information for Station-Viewer. The next time you access the Configure View screen, the Call Control tabwill be available.


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8. Select the Tiles tab. This page listsall open tiles, allowing you to con-figure and rearrange the tiles. Youcan also use the various buttons toprogram tiles, as described below.

• Add: Creates a new tile, dis-playing its property sheet. Thishas the same affect as clickingthe Add Tile button on the tool-bar. See page 69 for details onprogramming the tile informa-tion.

• Remove: Removes the high-l i g h t e d t i l e . Yo u w i l l b eprompted for a confirmation, asremoving the tile cannot beundone.

• Properties: Edits the properties of the highlighted tile. This is equivalent todouble-clicking a tile on the Tile Area.

• Rename: Allows you to rename the highlighted tile. Once you have selectedthis 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 alsoaffect the order that RealViewer uses when arranging tiles.

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

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


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ReporterReporter Basic, Reporter, and Pro are used to run historical reports on call and agentactivity 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 byCaller 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 REPORTERTo 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 REPORTERIf this is the first time Reporter has been run after installation, Reporter will ask forthe following options to be configured:• 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 Cus-tomer’s area, consult the customer’s local domestic telephone directory. Thecodes are usually listed under heading “Local Calls From Your Phone” within theCall Charges section.

• Attachment To The CTI Server (Server): Click OK, and click OK again in thenext window. If the network configuration on the supervisor’s computer is correctand Server has already been appropriately configured, Reporter should automati-cally 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 applicationdetects it. This allows you to create an Auto Reporter site using the default set-tings.

NOTE: The call costing functionality provided by Reporter is based on limitedinformation provided by telcos. Additionally, carriers can update their tariffs at anytime. For this reason, changes in tariffs or network carrier discounts cannot alwaysbe reflected.

You can modify these configurations at any time while running Reporter. See theMenu section on page 108 for details.


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REPORTER WINDOWWhen you start Reporter, the main window is displayed, as shown below.

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

Report ListThe report list is available in the left side of the main window. This area displays allreports based on categories, such as Default Reports, My Reports, etc. The current sta-tus of each report is also displayed based on the icons described in the followingtable.

Report List Report Window

Titlebar Toolbar

ICON 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.

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While in this area, you can double-click a report to automatically run the report (bydefault, the report is based on today’s statistics). You can also right-click on a reportto display a shortcut menu, which provides access to various actions as described inthe following table.

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

ICON MEANING FUNCTION

Run/Refresh 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.

N/A Duplicate Creates a copy of the report.

Delete Deletes the selected report.

Information Displays the Report Information dialog box (see page 126).

Properties Displays the report’s properties.

New Report Creates a new report.


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Report WindowThe report window displays all reports that are currently open.

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.— 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.

Report Title InformationDisplay

Toolbar

Tabs

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• Toolbar: Provides quick access to some common features associated withreports, as described in the following table.

• Tabs: Displays the report indicated by the tab name. One tab will appear for eachreport that has been run.

NOTE: You can press F12 to activate the report window, or you can press CTRL + F12to close the report list and have the report window occupy the entire main window. Youcan also double-click the report caption to toggle between displaying or not displayingthe report list.

When the report information is expanded, the filter that is applied to the report, thereport’s date range, the time the report was run, the number of records, and the time ittook to run the report are all displayed.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 thedefault mode for a report.

• Preview Mode: Displays the report as it would appear in print. In this mode, youcannot select items, and the scroll bars only scroll around the current page.


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.


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

In addition, the following options are available in the shortcut menu (see page 103 formore details):• Refresh• E-Mail• Publish• Print• Print Preview• Information• Properties• Close

TitlebarThe titlebar is the rectangular region at the top of the application window. This dis-plays the application name and contains the standard windows buttons for minimiz-ing, maximizing, and closing applications.


Show Details Displays the call detail report for the selected call.

Copy Copies the report’s data to the clipboard for pasting into other applications.

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

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ToolbarThe toolbar allows you to perform various actions that apply to the application or tothe displayed report. The available toolbar buttons are described in the followingtable.

Button Description

Displays the main menu where you can access most commands (see page 108).Displays the Add/Edit Report dialog for adding reports (see page 111).

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 127).

Displays the Tariff Manager for creating and editing tariffs (see page 131).

Displays the Options dialog box (see page 101).

Displays the Network Settings dialog box (see page 109).

Refreshes the open report’s 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 124). Copies the open report’s data to the clipboard (see page 121).

Displays the report in print preview mode (see page 122).

Prints the displayed report to the default printer.

Opens the Export Wizard that enables you to export the open report (see page 139). You can also click the arrow to display a menu of other wiz-ards, 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 155).Launches Reporter Real-Time (see the next chapter).


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Main MenuTo access the main menu, click the main menu icon ( ) on the toolbar. The follow-ing options are displayed:• New Report: Displays the Add/Edit report dialog, allowing you to add or edit

reports (see page 111). This is the same as clicking the button in the toolbar.• Import: Launches the Import Wizard for importing information (see page 147).• 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 109). 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 Installation 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 122).• Help Topics: Displays the on-line help contents.• Getting Started: Displays the startup screen that provides quick access to vari-

ous 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 SettingsFor the product to obtain real-time calldata from Server, it must be able tolocate a CTI Server (Server). To dothis, select the Network option fromthe main menu or click the Networkoption button ( ). The Network Set-tings screen is displayed.To configure the network settings, youmust first select a protocol. Youroptions are NetBIOS (for use with IP/IPX or NetBEUI) or TCP/IP (for adirect IP connection). (If you don’tknow which protocol to use, ask yourNetwork Administrator.) You can setupthe CTI Server network either manu-ally or automatically using this screen.

NOTE: Only Server versions 2.51.0033 and later support direct communication usingTCP/IP.

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

Automatic Configuration

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

To automatically configure the Server, click Auto Configure. The product will auto-matically attempt to find a CTI Server (Server) on the network. Once Reporter hasfound a CTI Server, and the information in this screen is updated, click OK to exit thisscreen and save the changes. To cancel unwanted changes, click Cancel.

NOTE: The product will automatically go into the self-configuration mode on startupeither if it has just been installed or if it is unable to find a Server.


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Manual ConfigurationTo 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 nor-


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 UNCform (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,Z:\). To browse for the database path, click the ellipsis (...) button.



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 nor-


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 UNCform (e.g., \\CTISERVER-01\CVGW), or in standard path name form (e.g.,Z:\). To browse for the database path, click the ellipsis (...) button.




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Running ReportsYou 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 yourlocal computer. The next time you run that report, Reporter decides if the report dataneeds 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 today’s data, thereport will always run using the latest data because today is always changing. If thereport was configured to display yesterday’s data and you ran the report at 9am, thereport would be processed again to reflect all of yesterday’s information. If, however,you ran the report again (before midnight when the date changed) and no new callswere 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 SavedReport.

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

Creating a New ReportIf the default reports that are available in the report list do not meet your needs, youcan 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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3. Click OK when finished or click Cancel to exit without saving changes. If youclick OK, the report is automatically run.

General TabThe General tab allows you to configure thereport name and category and choose atemplate as a basis for your report. Thispage contains the following fields:• Report Title: Enter a title to help you

identify the report. Then use the drop-down box to select a category. Youroptions are Default Reports and MyReports.

• Report Category: Enter the name ofthe category that you want to use forstoring the report. If you enter a newcategory name, it is automatically cre-ated when you run the report. Thisfield defaults to My Reports.

• Report Type: Select the template you want to use for your report. You canchoose from a number of Basic, Reporter, or Pro type report formats (see theInstallation Manual for a list of templates). The Basic type reports are alwaysavailable while the Reporter or Pro type reports require the Reporter andReporter Pro licenses (respectively). You can also select [Custom Report], whichallows you to create a report without any settings defaulted. It is not recom-mended, however, that you create a custom report unless the available templateswill not suit your needs.

NOTE: Tooltips will display when your mouse is paused over a report format. Thesetooltips provide a brief description of what the template includes. Also, when a newreport is added and you select a report format, the Call Statistics setting is automaticallydefaulted appropriately. In addition, the Call Statistics setting is defaulted for existingreports when Reporter is upgraded from a previous version.

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Date/Time TabThe Date/Time tab allows you to configurethe range of dates over which the reportwill be run.

NOTE: You can also change the date rangeof 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 followingoptions:— Today: Runs the report for the cur-

rent day.— Yesterday: Runs the report for yes-

terday.— 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.— This Month: Runs the report for the current month.— Last Month: Runs the report for the previous month.— From Start Date to End Date: Runs the report between the two dates speci-

fied on the right, starting from the From Date/Time, and ending at the ToDate/Time. For example, if you specify a From time of 8am and a To time of5pm, the report will include all calls starting from the first day at 8am untilthe last day at 5pm.

— From Start Time to End Time: Runs the report between the two dates speci-fied 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 willignore any calls before 8am and after 5pm for every day that the report isrun.

— Last 15 Minutes: Runs the report for the last 15-minute interval that endedbefore the report was requested. For example, if the report is requested at anytime between 9:15 and 9:29, the report is run for 9:00-9:15. If a report isrequested at 9:30, the interval is between 9:15 and 9:30.


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— Last Call Rate Period: Runs the report for the last call rate interval thatended before the report was requested. This is like the Last 15/30/60 Minutesoptions, but it uses the Call Rate Period (see page 152) as the interval. Bydefault, the Call Rate Period is 30 minutes.

— Choose Range at Run Time: Displays the Date/Time page every time thereport is run. This allows you to customize the date/time range every timeyou run the report.

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

Depending on which date range you choose, the date/time selectors will change onthe right side. Note that when you choose From Start Date to End Date, the starttime only affects the start date, and the end time only affects the end date. For allother date ranges, the start and end times are used to calculate the time period ofeach specified day.

NOTE: You can also use the scroll bars or the ellipsis (...) button to select a par-ticular 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 dayto remove the check mark. For example, remove the check marks for Saturdayand Sunday to create a report that only displays data for weekdays.

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Fields TabThe Fields tab allows you to selectthe fields that are included in yourreport. You can add and removefields, change the order in whichthey are displayed, and change thesort order of each field. You can alsoapply a group field to the report datato create a Statistic report. Thisallows you to choose statistics forthe report which are then summa-rized by the group field.The list on the left displays the cur-rently selected fields to be dis-played. Each element of the listcontains a description of the field,how the field is sorted (if applica-ble), the position of the field, andthe sort order (in brackets). Youhave the following options:

NOTE: If you are creating a summary report, the group field is highlighted in blue. Thegroup 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.

The number in brackets to the right of the field (e.g., [1]) indicates the sequence inwhich 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 onthe 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 andmake your selection from the menu.

BUTTON DESCRIPTION

This field is not sorted.

This field is sorted in ascending order.

This field is sorted in descending order.


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• Add: Allows you to add a field by displaying a menu containing various statis-tics. Selecting a statistic automatically adds it to the end of the list, using thedefaults for that statistic (see the Installation Manual for a list of possible statis-tics).

• Remove: Removes the selected statistic from the list. Because you cannotremove the statistic as an option in the Add menu, you are not prompted for aconfirmation.

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

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

• Group By: Displays possible group fields that you can apply to the report. Selectthe field that you want to use (a check mark indicates the active group field). Ifyou 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. Bychoosing a group field, you automatically create a statistic report; so, any fieldsthat are currently selected that cannot be calculated in the statistic report areremoved.

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Possible fields in this screen include the following:— Interval: Enter the interval value and then select the desired units. For exam-

ple, to specify an interval of every hour, enter “1” as the interval value andthen select Hours as the unit.

— Only use the time, not the date, when grouping: Enable this option to groupthe statistics on time only, not the date. For example, a call that occurred at8:47 on September 3 would be considered as a call at 8:47 and grouped as8:30-9:00 if the interval was every 30 minutes. If you want to group on thedate, leave this option unchecked. For example, the same call would begrouped 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 thatallow you to either add this field as a new field to sort on or to replace one of theexisting fields that are being sorted. For every sort order, there is an ascendingand descending menu option. You can also choose Don't sort if you do not wantto sort this field.

Filter TabThe filter tab allows you to specifycertain calls to consider in thereport (e.g. , calls to the SalesGroup or calls to mobile phonesthat cos t more than a cer ta inamount). The filter tab also allowsyou to configure how statistics arecalculated, depending on the typeof report you are trying to create.This page includes the followingfields:• Filter: Select a filter from the

drop-down list. If the desiredfilter is not available, clickAdd to create a new filter (seepage 129).

• Calculate Statistics by TrunkLine: Select this option to only consider the call based on the trunk line where itoriginated. If selected, the filter will not consider calls that are transferredbetween different devices. For example, a call that is answered at reception andthen transferred to Sales is considered one call. Use this option when runningreports for calls into or out of the telephone system that are grouped by telephonenumber or DID digits.


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• Calculate Statistics by Device: Select this option to consider all segments of acall, whether transferred or not. For example, a call that is answered at receptionand transferred to Sales is considered two calls. Use this option when runningreports for calls to groups or devices.

NOTE: Call Segmentation must be enabled on Call Center Server to calculatestatistics by device. You can still choose this option if Call Segmentation is notenabled, but calls will be calculated as if Calculate Statistics by Trunk Line wasselected.

• Other Filter Options: Select any additional filter options you want to apply toyour report. The available options will change based on the template you selectedin 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 filterout all calls.

— Only process outbound calls: Select this option to only consider outboundcall segments. If you apply a filter that filters inbound calls only, you will fil-ter out all calls.

— Only process answered calls: Select this option to only consider answeredcall segments. If you apply a filter that filters unanswered calls only, you willfilter out all calls.

— Only process calls that were never answered: Select this option to only con-sider the last call segment where the call was not answered (abandoned). Ifyou 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 toconvert a normal call list report into an un-returned abandoned call listreport. This report will only display abandoned calls that have not subse-quently called again and that have not been called back and answered.

— Only process trunk to trunk call transfers: Select this option to only considercall segments that were transferred to or from an external number. For exam-ple, if a customer calls reception and is transferred to their account man-ager’s mobile phone, both the call from the customer and the call to theaccount manager will show up as trunk-to-trunk call transfer segments.

— Only process outbound calls that have been dialed incorrectly: Select thisoption to only consider outbound calls that have not been dialed correctly. Ifyou 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 callthat did not contain enough digits to be a telephone number.

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— Only process outbound calls to services: Select this option to only consideroutbound calls to services (e.g., the operator, directory inquiries, etc.) If youalso choose a filter that only considers inbound calls, you will filter out allcalls.

Miscellaneous TabThe Miscellaneous tab allows youto configure several other reportsettings, such as how the reportappears on screen and which tariffis used when calculating call costs.This page includes the followingfields:• Tariff: Select the tariff that will

be used to calculate call costs.A report can only use one tar-iff at a time when calculatingcall costs. You can choose aparticular tariff for this reportt o u s e o r s e l e c t t h e [Usedefault] opt ion. When thedefault option is selected, thereport will use whichever tariffis currently configured as the default tariff (see page 138). This tariff will alsooverride any tariffs assigned to individual trunk lines.

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

• Always show the same record groups in the report: Select this option to dis-play all rows of data, regardless of whether or not there are any statistics to dis-play for that. For example, if extensions 200 and 202 have recently made callsbut extension 201 hasn’t, 201 will still appear in the report even though there isno data for it. If this option is not selected, 201 is removed from the report until itexperiences activity applicable to the report. When grouping by time, the reportwill include all time periods in the given range. This can lead to a very largereport if you apply this option when summarizing statistics for every half hourover three months because it will create 48 records a day for 90 days.


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• Keep the first field visible at all times: Select this option to lock the first fieldof the report to the left edge of the report window. This keeps the first field visi-ble as you scroll through the report.

• Use a saved copy of the report if the underlying data hasn't changed: Selectthis option to have Reporter read from the report cache if the report was previ-ously run and the information has not changed. By default, this option is checkedand all reports are saved to the report cache and reloaded when necessary. If youdisable this option, the report is always recalculated and never read from thecache. It is not recommended that you leave this option enabled.

• Highlight this report in the Report Manager: Select this option to display thisreport with bolder text in the report list for easier identification.

• Color this report in the Report Manager: Select this option to customize thecolors that the report list will use when displaying this report. Once enabled, clickSet Colors to display the Report Color dialog, as shown below.

While in this screen, you can configure the following fields:— 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 areeasily readable and that do not clash.

NOTE: When an item is selected in the report list, the colors are inverted (i.e., thebackground color becomes the text color and vice versa).

Editing a ReportTo edit a previously defined report, right-click on the report in either the report list orthe report window and select Properties. Then edit the information in the tabs asdescribed under Creating a New Report on page 111.Once you have changed the report information, click OK to run the modified report.

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Deleting a ReportTo delete a report, right-click on the report in the report list and select Delete. At theprompt, 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 beendeleted, you must create it again.

Duplicating a ReportTo create a duplicate of any report in the report list, right-click on the desired reportand select Duplicate. The duplicate report is given a slightly different name andplaced at the bottom of the category to ensure you can differentiate between the dupli-cate and the original.

NOTE: If you duplicate a report and then apply a different tariff to the duplicate, youcan easily compare the different call costs between two tariffs.

Copying a Report’s DataTo 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 reportswindow. The report is copied in a tab-delimited format, which can be interpreted by most wordprocessor and spreadsheet applications. To access the report data in a particular for-mat, use the Export option instead (see page 139).

Working with an Open ReportOnce 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 thebottom of the screen.While a report is open (i.e., its information is displayed in the reports window), youcan perform a variety of actions, such as sort the report, apply a new date range, etc.

Sorting a ReportYou can sort a report in real-time when the report is open in list mode. Sorted fieldsdisplay 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 togglethe sort between ascending and descending order. You can also sort by more than onefield.


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If you click on a field while pressing the SHIFT key, the field is added to the currentsort order. For example, if you press SHIFT and click Start Time then TelephoneNumber, the report will first sort based on the Start Time information and then sortbased on the Telephone Number. With SHIFT pressed, you can also continue to clickthe same field to toggle between ascending and descending sort order.

NOTE: You can also change the sort order from the report properties (see page 115).

Applying a Date RangeTo apply a date range, you can either use the Date/Time page of the Report Propertiesdialog (see page 113) 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 DateRange ( ) button in the toolbar of the report. If desired, you select Custom to addyour own date range to this button (see page 113 for information on programming thedate range). You can also press ALT +D to display the date range menu for the activereport.

Applying a FilterTo apply a filter to a report, you can either use the Filter page of the Report Propertiesdialog (see page 117) or click the Filter ( ) button in the report’s toolbar. Bothoptions allow you to create a new filter if desired (see page 129). You can also pressALT + F to display the filter button menu for the active report.

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

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

NOTE: Unlike other applications, preview mode does not stop you from using thereport just as if you were in list mode. You can still edit the report's properties, changefilters and the date range, and exporting the report without having to switch back to listmode.

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.

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 pre-view window.Zooms the page so that the height of the page is fully visible in the pre-view 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 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. Displays the page setup dialog that allows you to configure the page set-tings.


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Printing ReportsTo 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 buttonin the toolbar, the report is sent to the default printer.

Displaying the Call SummaryIf you run a call list or statistic report, you can also display a call summary report. Forcall lists, a call summary report displays several statistics to summarize the calls inthe call list. For a statistic report, a call summary shows the report totals that are nor-mally displayed at the bottom of the report in list mode.To display the call summary report, activate the report for which you want to run thecall summary and click the Call Summary button ( ).

Once the call summary report is displayed, you can print or export it. If the report onwhich the call summary report is based changes, the call summary report automati-cally updates.

NOTE: Call summary reports will not display in report list mode. In addition, because acall summary report is not saved, once you close the report on which it is based, the callsummary report is no longer valid.

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Displaying Call DetailsIn addition to displaying a call summary report, you can also run a call details reportbased on a call list report. The call details report displays details about a particularcall 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 win-dow 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 onwhich the call details report is based changes, the call details report automaticallyupdates. The call details report also includes its own toolbar. The available buttons aredescribed in the following table.

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

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.


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

This dialog displays various information, as described in the following table.Field 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 Execu-tions

The number of times that this report has been executed.

Average Execu-tion Time (ms)

The average time it has taken to execute this report.

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In addition, the following command buttons are available in this dialog:• Delete Cache File: Deletes the report’s file from the report cache. You may need

to remove reports that occupy a large amount of space on your hard disk. Youcannot delete a report’s cache file if the report is open or if the cache file is miss-ing.

• 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.

FILTERSFilters are one of the most powerful features of Reporter. You can create filters to runreport for calls to certain extensions or groups or that rang for a certain time. You canalso filter calls based on their cost, direction, or the DID number dialed by the callingparty.In previous versions of Reporter, the filter was part of the report. In this version ofReporter, filters have been separated from reports. You can now apply the same filterto several reports, enabling you to have one or more filters that provide all of your fil-tering needs.

# 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, e-

mailed, 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 but-tons.

Field Indicates


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Accessing the Filter ManagerThe Filter Manager lists the currentlyavailable filters and provides accessto programming options. To displaythe Filter Manager, click the FilterManager button ( ) on the toolbaror press CTRL + F. Or, select FilterManager from the main menu.While in this screen, you can add,remove, edit, and copy filters, asdescribed below:• Add: Displays the Add Filter

dialog so you can create a newfilter.

• Edit: Displays the Edit Filterd ia log so you can ed i t t heselected filter. (You can also access the Edit Filter dialog box by double-clickingon the filter you want to edit).

• Remove: Removes the currently selected filter. You will be prompted for a con-firmation before the filter is removed.


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Creating a New FilterTo create a new filter:1. Open the Filter Manager and

click Add. Or, you can clickthe Filter button ( ) on thereport toolbar and select AddFilter. The Add New Filterscreen is displayed.

2. Select the tab correspondingto the information you want touse as the filtering parameters.Your options are as follows:• General (see page 78)• Direction & DID (see

page 79)• Duration (see page 80)• Call Status (see page 82)• Information (see page 83)• Call Route (see page 84)• ACD Hunt Groups (see

page 85)• Transferred Calls (see page 86)

3. Program the information for the selected tabs.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 Managerscreen. If you added a filter using the tile buttons, you are returned to theReporter Real-Time screen.

Editing a FilterTo 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 auto-matically update.

NOTE: You cannot edit the All Calls filter.


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Removing a FilterTo 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 youclick Yes, the filter will be removed, and any reports using the filter will revert tothe default “All Calls” filter.

NOTE: Once removed, the filter cannot be retrieved.

Applying Other Filter OptionsAs well as applying filters to a report, you can apply filter options within a report’sproperties. These allow you to perform some simple filtering on the report withouthaving to alter the current filter or create a new filter.To change the filter options, edit your report as normal and then change the filteroptions in the Filter Tab of the Report Properties dialog as you see fit (see page 117).

NOTE: If you choose filter options that conflict with your current filter, you can effec-tively filter out all calls. For example, if you choose the Only process inbound calls fil-ter 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 MANAGERA tariff provides Reporter with call charge information for a particular telephonecompany. Unlike previous versions of Reporter, the latest version has support for mul-tiple tariffs. This allows you to select a tariff for an individual report so that differentreports can use different tariffs.In addition, you can create a tariff to process inbound call costs (e.g., for premiumrate or 1-800 numbers). This allows you to estimate the amount of revenue you willearn 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 informa-tion provided by telephone companies. Also, carriers can update their tariffs at any time.

Accessing the Tariff ManagerThe Tariff Manager lists the currentlyavailable tariffs and provides access toprogramming options. To display theTariff Manager, click the Tariffs button( ) on the toolbar or press CTRL + T.While in the Tariff Manager, you canadd, remove, edit, and copy tariffs, asdescribed below:• 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 Tariffdialog box by double-clicking on thetariff you want to edit).

• Remove: Removes the currentlyselected tariff. You will be promptedfor a confirmation before the tariff is removed.

• Copy: Copies the current tariff and immediately includes it in the tariff list. Thename 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 resultin Premium (Copy).

• Set as Default: Sets the highlighted tariff as the default. This tariff is applied toall reports unless you specify a different tariff.

Click Close to exit the Tariff Manager.


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Creating a New TariffTo 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 youclick OK, the tariff is added to the list in the Tariff Manager.

General TabThe General tab allows you to specifytariff-wide options about the tariff thatyou are creating or editing.This page includes the following fields:• Tariff Name: Enter a unique name

for the tariff. Use a name that is eas-ily identifiable and that indicateswhat the tariff is.

• Default Call Setup Charge: Enterthe default setup charge applied to acall, regardless of how long the callwas connected. This default chargeis only applied if the particular calldestination does not have its owncall setup charge. Because manytelephone companies only applysetup charges for certain call types(e.g., service-based calls), this value is normally 0. The value is measured in yourdefault currency unit ($).

• Default Minimum Call Charge: Enter the default minimum charge that isapplied to a call. This cost is applied to any call cost that is below this value. Forexample, if this value is $5.00 and a call cost is calculated to be $3.50, the valueis 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. Thisdiscount will only apply if the particular call destination does not have its owndiscount level. Discounts are applied to the call cost at the end of the call costcalculation.

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• Default Minimum Length: Enter the default number of digits that are applied tothe Minimum Digit Length setting when a new dial code is created (seepage 136).

Charge Bands TabThe Charge Bands tab allows you tospecify the different charge bands usedby this tariff. For this to work properly,you must specify a week’s worth ofcharge bands without any gaps.This screen displays the currently con-figured list of charge bands, detailing theband name and the range of the chargeband. If a time range was configured, thetimes are inclusive.While in this screen, you can add, edit,or remove charge bands using the fol-lowing buttons:• Add: Adds another charge band to

the list and displays the ChargeBands Dialog, as shown below. Thisbutton is disabled if you alreadyhave enough charge bands to spanone week.

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 thatorder. You can also click the ellipsis (...) button to display a menu of com-mon times.


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NOTE: Times are not inclusive. For example, start/end times of 08:00:00 AM to06:00:00 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, ifyou configure 8:00PM to 8:00AM Monday-Friday, the charge band will endon 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 toreconfigure all destinations on the Dial Codes tab with prices for the charge band.

Dial Codes TabThe Dial Codes tab allows you to con-figure the charges used by different dialcodes. Dial codes that use the samecharging information can be groupedtogether rather than entered severaltimes.This screen displays the currently con-figured list of dial codes, detailing theirdescription and the per minute chargesfor each charge band for the dial code.There is also a default dial code ([Allother dialcodes]) that handles all callswhere an appropriate dial code cannotbe found.

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While in this screen, you can add, edit, or remove dial codes using the following but-tons:• 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 duplicatedial codes in one tariff or in more than one tariff. If a particular tariff alreadyuses the specified dial code, an error is displayed.

NOTE: You can specify your local and regional dial codes in the Call Costing tabof the Options dialog (see page 153). These dial codes are then used when youcreate default local and regional cost groups. You cannot enter dial codes in thetariff that would clash with the default local and regional dial codes specified in theOptions dialog.

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


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— Cost Group: Select the cost group (e.g., local, national, etc.) to which the listof dial codes belongs. If you select the wrong value for this field, it willaffect filtering by cost group or creating a statistic report that groups by costgroup. 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 ofthe Options dialog (see page 153), you cannot assign dial codes to thegroups, but you can assign call cost information. You can also create asmany cost groups as required for the non-default cost groups. You must thenspecify the dial codes that relate to that particular cost group and chargingstructure.

— Default Call Setup Charge: Enter the setup charge that is applied for con-necting the call. To use the call charge associated with the tariff (specified onthe General Tab), leave this field as blank or select [Use default]. Any valueentered in this field will override the tariff’s default call setup charge.

— Default Minimum Call Charge: Enter the minimum cost that is applied to acall to this destination. If the cost of the call is less than this value, the cost ofthe call is changed to this value. To use the minimum call charge associatedwith the tariff (specified on the General Tab), leave this field blank or select[Use default]. Any value entered in this field will override the tariff’s defaultminimum call charge.

— Default Discount (%): Enter the discount percentage applied to calls for thisdial code. This discount is applied after all other charges have been takeninto account. To use the discount associated with the tariff (specified on theGeneral Tab), leave this field blank or select [Use default]. Any valueentered in this field will override the tariff’s default discount.

— Minimum Digit Length: Specify the minimum number of digits that the tele-phone number must have before the charges associated with the dial code areapplied. This feature is used if the same dial code can identify multiple calltypes (e.g., local and long distance calls). For example, if 5551212 is a localcall and 5554801212 is a long distance call, then a dial code of 555 wouldidentify both. If, however, 9 is entered as the Minimum Digit Length for thisdial code, then only the long distance calls, which contain 10 digits, wouldbe assessed the charges. To use the minimum associated with the tariff (spec-ified on the General Tab), leave this field blank or select [Use default]. Anyvalue entered in this field overrides the tariff’s default minimum.

— Charge List: Select the charge band to which the costs apply and then enterthem enter the updated price in the New value field. Click Update for yourchange to take effect.

Then click OK to save the call charge data or click Cancel to exit without savingchanges. You are returned to the Add/Edit Tariff dialog.

• Edit: Allows you to edit the selected dial code.

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• Remove: Removes the selected dial code from the list. The dial code is removedimmediately.

NOTE: You cannot remove the default dial code ([All other dialcodes]).

Editing a TariffTo 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.


NOTE: If you intend to make several changes to a tariff, you may want to copy the tarifffirst. That way, if you make a mistake, you can always revert to the original tariff.

Deleting a TariffTo delete a tariff, open the Tariff Manager. Then select the filter that you want toremove, and click Remove. At the prompt, click Yes to delete the tariff or No to can-cel the action. If you click Yes, the tariff will be removed, and any reports that wereusing that tariff revert to the default tariff.

NOTE: Once removed, the tariff cannot be retrieved. Also, you cannot remove thedefault tariff.

Copying a TariffTo copy an existing tariff, open the Tariff Manager. Then select the tariff that youwish to copy and click Copy. The tariff is copied, but the name is changed slightly toensure that the names remain unique.

NOTE: If you copy the default tariff, the original tariff remains the default.


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Assigning Tariffs to Trunk LinesFor any report that uses the default tariff, you can force Reporter to use a particulartariff 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 toconfigure your reports most trunks use tariff A (default), but if a call is presented ontrunk line 20, it uses tariff B.To assign particular tariffs to trunk lines:1. Open the Tariff Manager.

2. Click the Trunks tab.

3. Select the trunk line that you wish tochange from the available list and clickChange To.

4. 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 thesame time either by dragging around the trunk lines to include or by holding down theCTRL key while you make your selection.

Setting the Default TariffBy default, all new reports use the default tariff to calculate their call costs. To changethe tariff that reports use as the default, set the default tariff in the Tariff Manager.To set the default tariff:1. Open the Tariff Manager.

2. Select the tariff that you want to make the default and click Set Default. Thedefault tariff is displayed in the tariff manager with the text “(Default)” appendedto the name.

NOTE: Changing the default tariff will not automatically refresh any open reports. Youmust refresh the reports manually.

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EXPORT, E-MAIL, PUBLISH, AND IMPORTWith Reporter V3.1, you can export reports to a variety of applications includingExcel, Word, applications that accept Comma-Separated Values (CSV), applicationsthat accept Hyper-Text Markup Language (HTML), and applications that use WirelessMarkup Language (WML). If you have the Auto Reporter license, you can also e-mailreports to colleagues or publish reports to the Internet.To make things easier, Reporter includes three separate wizards, each designed to stopyou through the process of exporting, e-mailing, or publishing reports. It also includesan Import Wizard designed to assist you in importing data from previous versions ofReporter or from Reporter Real-Time.

NOTE: If the application to which you are exporting accepts tab-delimited format, itmay be easier to use the Copy command instead.

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

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

Welcome PageThe Welcome page of the Export Wiz-ard allows you use any saved settingsfrom a previous export. If this is the firsttime you have used the Export Wizard,the only available option is [None]. Ifyou have used the Export Wizardbefore, you can either select a saved set-ting or use [None] to create a new set-ting. Click Next to continue.


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

Export Format PageThe next page allows you to choose theformat type for the export. The availableoptions are as follows:• Text File (CSV Format): Outputs

the report to a CSV (Comma-Sepa-rated Value) file. These files can beread by Notepad, Microsoft Excel,and other applications.

• Microsoft Excel Spreadsheet(XLS): Outputs the report to anExcel 97/2000 spreadsheet. Microsoft Excel 97 or above must be installed on thecomputer for this feature to function properly.

• Microsoft Word Document (DOC): Outputs the report to a Word 97/2000 docu-ment. Microsoft Word 97 or above must be installed on the computer for this fea-ture to function properly.

• Web Page (HTML, ASP): Outputs the report as an HTML file for viewing in aweb browser or on Active Server Pages (ASP). When exporting to HTML, thedefault web template is used unless you configure advanced settings. Exportingto 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 defaultWML template is used, unless you configure advanced settings. Exporting to aWML page is only supported if you have an Auto Reporter license.

• Director Workforce Management Export: Outputs the report for importing intoBlue Pumpkin Software’s “Director Essential” or “Director Enterprise” Work-force Management software. Although this export format can be used with anyreport, it is intended for the “Director: Calls by Hunt Group” report which out-puts the last 15 minutes of statistics for each hunt group. Ideally, this formatshould be scheduled every 15 minutes. If you configure Director Essential orDirector Enterprise to import the created file every 15 minutes, you can useDirector Essential/Enterprise to provide reports on workforce management.

The wizard automatically creates a default filename based on the name of the reportand the format you have chosen. You can, however, override the filename or use theellipsis (…) button to display the standard Windows Open File dialog so that you canbrowse for a different filename.

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To customize some of the export settings or to save these settings for later use, select Iwould like to configure Advanced Settings before clicking Next. The next page thatdisplays 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 con-figure Advanced Settings and click Finish. The report will immediately export tothe file name/location you specified in this screen.

Advanced Settings: CSV PageIf exporting to CSV and you opted toconfigure the advanced settings, thispage will display to allow you to changesome of the CSV default set t ings.Although the default settings will workwith most CSV-capable applications,some applications may require the datain 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 ofthe CSV export. If this option is not checked, the first line of the CSV export isthe first exported record of data. In general, you should enable this option unlessthe destination application specifically does not want field names on the first line.

• Output numeric values as formatted text: Select this option to output numericvalues 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 optionis not recommended if you want to perform calculations on the data. For exam-ple, if you exported a record containing a call duration of five minutes 30 sec-onds, this option would output the value as “00:05:30”.

• Output numeric values as numbers: Select this option to output numeric valuesin the report as numbers. This is useful in performing calculations on the data, butit can make viewing the data a little harder. For example, if you exported a recordcontaining a call duration of five minutes 30 seconds, this option would outputthe value as 330 (5 minutes x 60 seconds = 300 seconds + 30 seconds = 330 sec-onds).

• Output numeric values as text and numbers: Select this option to outputnumeric values in the report first as formatted text and then in another column asthe actual number. This means that every numeric field in your report will containtwo columns. This option allows you to still view the CSV export easily becausethe text is available and perform calculations on the export because the numericvalues are available.


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• Field Separator: Select or enter the character used to separate the fields in theCSV file. Although CSV files get their name because the values are separated bycommas, some applications require a different separating character. If your char-acter cannot be typed, enter the ASCII character value surrounded by squarebrackets (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 surroundsany text. Usually, double quotes are used to denote text fields in a CSV file, butyou can change this to be any character or no character. If your character cannotbe 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 inyour CSV files. This option is provided as an advanced feature for those experiencedusers who may require it. During everyday use, however, there is little reason to changethe separators and delimiters from those available in the list.

Click Next to advance to the next page.

Export CompletionIf you have configured any advance set-tings, this page will display. In thisscreen, you can choose to launch theexported file upon completion and savethe settings for later use.This page includes the following fields:• Open exported file in the default

application: Select this option toopen the exported file with thedefault application for the file typeonce the export is complete. These default associations are configured fromwithin Windows Explorer. Consult your Windows manual or online help for fur-ther information on file associations and how to configure them.

• Do not open exported file at all: Select this option to export the file withoutopening it.

• Open exported application with this command line: Select this option to spec-ify a command line that will be executed upon export completion. If selected, youcan either enter the command line to include or click the ellipsis (…) button todisplay 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 lineoptions 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] place-holder into the command line rather than having to type the actual filenameof the exported file. This placeholder is expanded at export time to the fullpath of the exported file. This allows you to save your command line settingsand 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 pathof the exported file without an extension. For example, if your export filewas called C:\My Export.csv, this setting would return C:\MyExport. This is useful when you are passing the exported file to an applica-tion that converts the file into some other format.

— Insert | Report Name: Select this option to insert the name of the exportedreport. It inserts the [ReportName] placeholder, which expands at exporttime to the name of the report.

— Installed Applications: Select the application that you want to open with thecommand line. The menu will list the applications that installation programdetected on your computer. See Opening an Export with Installed Applica-tions on page 143 for further information.

• Saved Settings: Enter a name for your settings if you want to save them for lateruse. Or, select a current setting to overwrite the existing settings. If you save yoursettings, the next time you use the Export Wizard, you can choose your settingsto default the export.

Click Finish to export the report using your chosen settings.

Opening an Export with Installed ApplicationsIf you configured the advanced settings of an export in the Export Wizard, you canchoose to open the export file with a given command line. During installation,Reporter searches for installed applications on your computer and can provide somedefault settings for these command lines. The default applications that Reportersearches 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 docu-ments with Notepad.

• Excel 2000: All of the default export formats, except for Microsoft Word, can beopened 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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• HanDBase for PalmOS: This option should be used when exporting to CSV. Itlaunches the HanDBase Desktop application to convert the CSV file to HanD-Base format, and then it prepares the database so that it will be synchronized withyour Palm handheld the next time that you Hotsync®. HanDBase is availablefrom www.ddhsoftware.com.

Using the E-Mail WizardIf you have an Auto Reporter license, you can e-mail a processed report to a col-league. (See page 155 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 toExport.)OR, Select Send by E-Mail from the shortcut (right-click) menu in the reportwindow. OR, Press ALT + E.

2. Follow the instructions as outlined in the E-Mail Wizard, clicking Next to navi-gate through the screens.

The E-Mail Wizard contains the same screens as the Export Wizard. For detailedinformation on each screen, see page 139.When you click Finish to complete the E-Mail process, Reporter will prepare the filefor export and then export the file. Next it will display the standard Windows dialogsthat allow you to select your e-mail profile and other options.

NOTE: You must have a MAPI-compliant messaging system installed and correctlyconfigured on your computer for this option to work properly. This includes MicrosoftOutlook and/or Microsoft Outlook Express.

Using the Publish WizardIf you have an Auto Reporter license, you can publish the report to the Internet forviewing in web browsers or on WAP-enabled devices such as mobile phones orPDAs. (See page 155 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 toExport.)OR, Select Send to Internet from the shortcut (right-click) menu in the reportwindow. OR, Press ALT + P.

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2. Follow the instructions as outlined in the Publish Wizard, clicking Next to navi-gate 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 sitecan require extensive IT experience, it is recommended that you create a site and test itbefore publishing.

Welcome PageThe Welcome page of the PublishWizard allows you use any savedsettings from a previous publish. Ifthis is the first time you have usedthe Publish Wizard, the only avail-able option is [None]. If you haveused the Publish Wizard before,you can either select a saved set-ting or use [None] to create a newsetting. Click Next to continue.

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

Site PageWhen publishing a report, youmust choose the site where the filewill be published. Either select an existing site fromthe drop-down list or click Add tocreate a new site (see page 144 forinstructions).The site that you choose will affectwhere your data is published andwhich template is used to convertyour 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 cannotcontinue.

Filename PageThe Filename page allows you tospecify a destination filename foryour report. Either enter a filename (no path) orclick the ellipsis (…) button toinvoke the standard Windows FileOpen dialog. Once you have a file-name entered, click Next.Many web servers do not supportcertain characters in filenames. Forthis reason, Reporter converts cap-ital letters to lowercase, convertsspaces to underscores, and removes certain non-alphanumeric characters which arenot supported.

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

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Ready to Publish PageIn the Ready to Publish page, youcan save your publish settings forlater use. Enter a name for the set-tings or select an existing setting tooverwrite. The next time that youuse the Publish Wizard, you canchoose from a set of saved set-tings.Click Finish. Your reports are con-verted to HTML or WML and thenpublished to your web site. If youhave an external web site, youshould ensure that you can connect to the Internet via your local area network or thatyour modem is configured for automatically dialing the Internet with your appropriateconfiguration.

Using the Import WizardTo assist you in the day-to-day operation of Reporter, you can import other user’sreports, call charge data, filters, and previous versions of call charges and reports.

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

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


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Import Type PageThe first page of the ImportWizard allows you to choosethe type of file from whichyou want to import. You havethe following options:• Version 2.5 Call Charge

Data: Select this optiont o i m p o r t y o u r c a l lcharge data from previ-ous 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 addi-tional filter for each report because previous version’s reports contained the filterwith the report data. It may be more appropriate to recreate your reports to takeadvantage of the new features.

• Reporter and Reporter Real-Time Filters: Select this option to import V3.1Reporter and Reporter Real-Time filters.

• Other User's Call Charge Data: Select this option to import V3.1 Call Chargedata (CALLCOST.CVD file).

• 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 PageThis page o f the wiza rdallows you to select the filecontaining the data that youwish to import.Specify the filename fromwhich you want to import orclick the ellipsis (…) buttonto invoke the standard Win-dows File Open dialog. If thewizard believes it has locatedsome data of your choice, itwill default the filename foryou, but you can still changeit.

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When you have chosen your file, click Next.

Import Item PageThis page o f the wiza rdallows you to select the datathat you want to import fromthe file.The wizard will read yourchosen file and complete thelist at the top of the dialogw i t h i t e m s t h a t c a n b eimported from the file. Ifthere are any problems withthe file, an error message isdisplayed, and you will not beable to continue.Select the items you want to import. You can also click Select All to select all itemsin 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 anyitems that already exist. If this option is not selected, any existing items are importedagain, but their name is appended with a number to differentiate them from the origi-nal.Click Next when ready.

Import Complete PageThe last page of the wizardindicates that your data isbeing imported. Dependingon the number of items youhave selected to import, theimport could take from a fewseconds to up to a minute.When the import is com-plete, the results are dis-played in the list. Check theresults to ensure that all yourrequired items have beenimported.Click Finish.


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CUSTOMIZING REPORTERReporter has several configurable options, including the service level, that are appliedglobally to the application. To configure the application to suit your needs:1. Click the Options button or select Options from the main menu ( ). The

Options screen is displayed.

2. Configure the appropriate fields in the following tabs:

• Account Codes: Allows you to specify account codes used for reportingpurposes.

• Service Levels: Allows you set service levels and answer for calculating sta-tistics.

• Durations: Allows you to set miscellaneous times used for calculating sta-tistics.

• Call Costing: Allows you to configure local dial codes for calls costing pur-poses.

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

• Licensing: Allows you to change the license level you are using or to enterDemo Mode.

3. Click OK when finished or click Cancel to exit without saving changes. You arereturned to the main screen.

Account Codes Tab The Account Codes page allows youto summarize historic calls by theaccount code. It will automatically dothis for four account codes, enablingyou to graph the number of timesthese account codes were entered.These account codes are used in theCode 1, 2, 3, or 4 statistics.

NOTE: To summarize more than fouraccount codes, you should filter byaccount 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 canhave a caption, which is displayed by the tile when viewing this statistic. Thecaption 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 TabThe Service Levels page allows youto set levels for summarizing ringtimes and specify a service level – atime frame indicating how quicklycalls should be answered (e.g., withinten seconds or less).This page includes the followingfields:• Answer Times: Use the Dura-

tion #1 to #6 fields to set the ringtimes to summarize. For eachring time, four statistics will begene ra ted : number o f ca l l sanswered within this time, per-centage of calls answered withinthis time, number of calls abandoned within this time, and percentage of callsabandoned within this time.

• Service Level: Use this field to set the time frame within which all calls shouldbe answered. This is used to calculate the % Service Level statistic – the percent-age 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 minute15 seconds, etc.


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Durations Tab The Durations tab allows you to pro-gram the Call Rate Period and othertimers that affect how statistics are cal-culated.This page includes the followingfields: • Call Rate Period: Enter the time

period used to calculate the num-ber of calls to include in the fol-lowing Ca l l Ra te s t a t i s t i c s :Inbound Call Rate, Outbound CallRate, Abandoned Call Rate, and% Service Level. The Call Ratestatistics are the number of a cer-tain type of call that occurredwithin 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 shortcalls and, therefore, less likely to be business-generating calls. The default is 20seconds.

NOTE: The Call Rate Period and Short Call Level times can either be entered as “?h?m ?s” or as “hh:mm:ss.” Valid examples include “30s” or “00:30” for 30 seconds, “1m15s” or “01:15” for 1 minute 15 seconds, etc.

• Quick Abandoned Calls: Select Ignore abandoned calls that rang for lessthan and enter the number of seconds that a call must ring before it is notignored. When enabled and a value is set, Reporter will not calculate calls thatwere abandoned within n seconds. For example, if you enter “3,” any calls thatare abandoned within three seconds are considered answered, not abandoned.This feature allows you to ignore calls that were abandoned very quickly. Nor-mally, an abandoned call reduces your service level because it is counted as a callthat was not answered within the specified time. With this option enabled, how-ever, calls that rang for less than the Quick Abandoned Time are considered asanswered when calculating the service level.

NOTE: This feature only affects the service level statistics. No other statistics arealtered.

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Call Costing Tab The Call Costing page allows you toconfigure the local dial codes for yourarea. Enter a comma-separated list ofarea codes that are considered local.The codes entered here cannot matchany codes included in a tariff (seepage 134); otherwise, an error willoccur.

NOTE: The Telephone 2000 fieldsare available only in the UK and aredisabled.

When Reporter calculates the cost fora particular call, it attempts to matchthe telephone number dialed to a dial code within the Dial Code Call Charge list inthe Call Charges window (see page 135). The call charges, as programmed in the callcharge record containing the matched dial code, are then used to calculate the call costof the corresponding call. A telephone number is matched against the call chargerecord that contains the longest matching dial code (e.g., “4809619000” is matchedagainst 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 callcharges depicted by the [All Others] call charge record are assumed instead.Normally, “local” call charge records include numbers 2-9, and other numbers are cat-egorized into different groups, each with its own call charge record. The dial code listfor each record, which does not include the long distance dial prefix (see below), typi-cally needs to contain a list of area codes for each of the numbers (i.e., the first threedigits).

NOTE: NEVER include the long distance code “1” because Server automatically stripsthis 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 yourlocal area codes to this list instead of replacing them.


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Erlang B/C TabThe Erlang B/C page allows you toconfigure various parameters used bythe Erlang calculations in Reporter.These calculations are used to deter-mine the Trunks Required and AgentsRequired statistics.This page includes the followingfields:• Trunks Required Statistic:

Enter the acceptable percentageof incoming calls that may berejected because no trunk linesare available. This value is usedwith Erlang B to determine thenumber of trunk lines that arerequired to ensure this percentage is not exceeded.

• Agents Required Statistic: Enter the minimum percentage of calls that shouldbe answered within the service level period. This value is used with Erlang C todetermine the number of agents that are needed to ensure this service level per-centage is met.

Licensing TabThe Licensing tab allows you to selectthe license that is used when connect-ing to the Call Center Suite Server. Ifyou select an invalid license, theServer will deny the connection. Youhave the following options:• Reporter Basic: Select this

option for entry level reporting,including call list reports and sta-tistic reports grouped by costgroup or telephone number.

• Reporter: Select this option foradvanced reporting without ACDagen t suppor t . Th i s l i censeincludes the reporting capabilityof the Reporter Basic license as well as the ability to create statistic reportsgrouped by a variety of fields. If the Server has no Reporter licenses available, itwill attempt to use a Reporter Basic license.

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• Reporter Pro: Select this option for all report functionality, including ACDagent support. If the Server has no Pro licenses remaining, it will attempt to use aReporter license.

• Demo Mode: Select this option to use Reporter in the demonstration mode. Thismode will not connect you to a Server, but it will use demonstration data storedon the local hard drive. When selected, you are allowed to choose which licenseyou wish to demo.

NOTE: Auto Reporter is licensed separately from Reporter and is not an availableoption in this screen.

AUTO REPORTERAuto Reporter is a new module that requires the Auto Reporter license. If you havepurchased this license, you can access Auto Reporter from the main menu of eitherReporter 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 automaticallydisplayed, printed, exported, publish to the Internet, or e-mailed.

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

• Report Publishing: Allows you to manually or automatically publish yourreports 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 colleagueseither 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 canthen be viewed in a web browser or on a WAP-enabled device.

• Alarm Publishing: Automatically writes any alarms that you have configuredwithin Reporter Real-Time to an alarm list. You can then publish this list to theInternet in HTML or WML format for viewing in a web browser or on a WAP-enabled device. You can also choose to display only certain alarms or alarms overa given period of time.

• Readerboard Support: Exports up to ten statistics every second to a special filewhich Readerboard manufacturers can use to integrate Reporter Real-Time’s sta-tistics.


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To successfully publish reports and statistics, you need access to a web server. Forthis server, you can use a company web server, your own PC, or even an Internet Ser-vice Provider (ISP). While this document will cover some of the various web serverconfigurations, be careful. An invalid web server configuration can result in a non-functional web server.

NOTE: Because using certain aspects of Auto Reporter requires extensive knowledgeof computer servers, this guide describes how to create schedules only. For detailedinformation about other features of Auto Reporter, see the Installation Manual.

Auto Reporter AccessTo 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 160).

This displays the main window.• Sites: Allows you to add and edit sites (see the Installation Manual). • Events: Allows you to see the results of recently scheduled reports (see the

Installation 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 mainwindow, including accessing the Sites and Events dialogs.

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

This screen allows you to configure your report schedules and includes the followingelements:• Toolbar: Includes buttons that provide quick access to various features of the

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

Each of these elements is described in detail in the following sections.

Schedule ListThe schedule list shows all of the currently programmed schedules. For each sched-ule, 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.

Schedule List

Toolbar


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

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

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 accord-ingly. However, if you close Reporter, the schedules will no longer fire.

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 schedule’s properties to fix the error. It is recommended that you check the Event List for errors (see the Installation Manual).

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ToolbarThe toolbar contains a number of buttons that let you control Auto Reporter. Some ofthe buttons display pop-up menus, while others perform a command immediately. Thefollowing table provides a description of the various toolbar buttons and their func-tion.

Main MenuTo display the main menu, click the main menu button in the toolbar. This menu con-tains the following options:• New Schedule: Creates a new statistic schedule and displays the Add Schedule

dialog (see page 160). 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 160).• New Readerboard Schedule: (Reporter Real-Time Only) Creates a new reader-

board schedule and displays the Add Schedule dialog (see page 160).• Sites: Displays the Sites dialog, allowing you to manage your sites (see the

Installation 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

Installation Manual). This is the same as clicking the button in the toolbar.• Enable/Disable Schedule: Enables or disables the highlighted schedule (see

page 166). If you enable a schedule after it fire time has elapsed, the schedulewill immediately run. This option changes depending on the current status of theschedule.

• Help Topics: Displays Auto Reporter’s on-line help.

Button Function

Displays the main menu (see page 159).

Creates a new schedule (see page 160).

Displays the Edit Schedule dialog box to allow you to edit the high-lighted schedule (see page 166).Deletes the highlighted schedule (see page 166).

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 Installation Manual).Displays the Events dialog that allows you to view recent events (see the Installation Manual).


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• About: Displays information about the current version of Auto Reporter.• Close: Closes the Auto Reporter main window.

SchedulesYou can create several different schedules, each designed to perform a differentaction. For example, you can have one schedule that sends reports to a printer whileanother schedule publishes reports to the Internet. In addition, you can have oneschedule activate several reports, allowing you to batch reports and run them automat-ically.

Creating a New ScheduleWhen you create a new schedule in Reporter Real-Time, you can select to create aschedule, alarm schedule, or readerboard schedule. In Reporter, you can create aschedule 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 orReaderboard Schedule).OR, Right-click the schedule list and select New Schedule from the menu.

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)


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General TabThe General tab allows you to name the sched-ule and define how frequently the schedule willfire. 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 inter-val basis. Then select the desired intervaland select the units for the interval. Forexample, to create a schedule that firesevery hour, enter “1” as the interval andselect Hours as the unit. Or, you couldenter “60” as the interval and select Min-utes as the unit. You should also choose thetime of day when the schedule should firstfire.

• Every Day of Week Schedule: Select this option to create a schedule that willfire on a particular day of the week. Then select the day of the week on whichyou want the schedule to fire. You can also choose Weekdays, which will fire theschedule once a day for each weekday, and Weekends, which will fire the sched-ule once a day during the weekend. You should also choose the time of day whenthe schedule should first fire.

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

• On Demand: Select this option to fire the schedule only when you select theschedule in the schedule list and choose Run Now. If selected, the schedule willnot automatically fire.

• Starting At: Specify the time of day when the schedule should start. You caneither enter the time of day in the box or click the ellipsis button to quickly pickfrom a list of common times. When scheduling a report to run once a day, thisfield denotes the time the report will run each day. When scheduling a report torun more frequently than once a day, this field indicates the time of the scheduleis first fired. For a schedule that frequently fires, the start time is almost irrele-vant.

NOTE: This field does not apply if you selected On Demand as the scheduleinterval.


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Reports TabThe Reports tab allows you to configure thereports that the schedule will fire and whataction will be taken on the reports. This pageincludes the following fields:• Report List: Click Add to display a menu

of reports that can be added to the reportlist. You can select more than one report forthis schedule, allowing you to batch reports.

NOTE: You can only add one instance ofeach report to the report list. Once a reportis added to the list, it cannot be added again.

To remove a report from the list, select thereport and click Remove.

• Action: Select the action to perform on these reports. The available actionsinclude:— 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 arerefreshed rather than re-opened.

— Print reports: Prints the reports to the printer, based on each report’s currentprint settings. It is recommended that you manually print each report that youintend to schedule first to ensure that your chosen print settings are correct.

— Export reports: Exports the reports to the filenames that you choose whenyou configure the action. On a scheduled export, you cannot launch theexported files either with the default application or with a specific commandline. If you select an export action, click Configure to choose advancedoptions for the export (see page 139). Auto Reporter will not accept theschedule until this is complete.

— Publish reports: Publishes the reports to the site that you choose when youconfigure the action. If you select a publish option, click Configure tochoose advanced options for the publishing (see page 144 for programmingdetails). Auto Reporter will not accept the schedule until this is complete.See the Installation Manual for a list of Auto Reporter templates.

— E-mail reports: E-mails the reports to the addresses that you choose whenyou configure the action. If you select an e-mail option, click Configure tochoose advanced options for e-mailing (see page 144 for information aboutthe E-Mail Wizard and the following pages for information about additionalscreens). 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, theappropriate 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 OptionWhen e-mai l ing repor ts in aschedule, you need to tell theschedule which e-mail profile touse. This is configured when youare adding a schedule that e-mailsreports. If you always have your e-mailapplication open, select I alwayskeep my e-mail client open. Witht h i s o p t i o n s e l e c t e d , A u t oReporter will use any currentlylogged on profiles when sends ane-mail. This is the easiest option because your e-mail application will already belogged on and functioning.If you do not always keep your e-mail application open, select I want to use this pro-file for sending e-mails. You should also choose this option to have Auto Reporteruse a profile other than your default for sending e-mails.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 can-not 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. AutoReporter may need to e-mail reports when you are not at your desk, and if the profileneeds extra information (such as username and password), it will fail to initialize theprofile and will not send the scheduled e-mails. Most e-mail applications do not requireyou to logon.


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E-Mail OptionsWhen e-mai l ing repor ts in aschedule, you must specify the e-mail destination and the contentsof the message. Auto Reporterwill include the exported reportedfiles as attachments in your mes-sage.While in this screen, complete thefollowing fields:• To: Enter a semi-colon-sepa-

rated list of destination e-mailaddresses. 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 ofthe 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 TabThe Statistics tab allows you to configure thestatistics that will be displayed on a statistic orreaderboard schedule and includes the followingoptions:• Statistics: Displays the statistics that are

currently selected for publishing in thisschedule. This list includes the statisticname and the filter that will be applied tothe statistic, if any.

• Add: Click this button to display a menu ofstatistics that can be added to your sched-ule. When you select a statistic from themenu, it is automatically added to the list.

NOTE: You can add a maximum of 25 statistics to a statistic schedule and tenstatistics 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 inReporter Real-Time. When you select a filter from the list, it is automaticallyapplied to the highlighted statistic.

• Action: Displays the action that will be taken to publish your statistic(s). For sta-tistic schedules, this is “Publish;” for readerboard schedules, this is “Export;” andfor alarms, this is “Publish.”

You can also click the Configure button to configure how your statistics will be pub-lished or exported. This invokes the Scheduled Publish/Export wizard (see page 139for Export Wizard information and page 144 for Publish Wizard information). Youmust configure your statistics before can accept your changes.

Alarm List TabThe Alarm List tab allows you to configure howalarms will be published in an alarm list sched-ule. This tab includes the following fields:• Display the last n alarms: Select this

option to always publish a fixed number ofalarm events. Then specify the number ofalarm events that you want to publish. Theschedule will publish as many alarm eventsas it can, up to the specified maximum.

• Display the last n minutes: Select thisoption to always publish a given period ofalarm events. Then specify the number ofminutes worth of alarm events to publish.For example, to publish an hour’s worth ofevents, enter “60” in this field. When the schedule fires, it publishes all alarmvents that were created within the specified time period you specify, from thetime that the schedule fires.

NOTE: If you specify a large time period with lots of alarms firing, the schedulemay not be able to publish alarm events for the entire period. This is because thealarm list has a maximum size of 20,000 alarm events.

• Action: Displays the action that will be taken to publish your statistic(s). For sta-tistic schedules, this is “Publish;” for readerboard schedules, this is “Export,” andfor alarms, this is “Publish.”

You can also click the Configure button to configure how your statistics will be pub-lished or exported. This invokes the Scheduled Publish/Export wizard (see page 139for Export Wizard information and page 144 for Publish Wizard information). Youmust configure your statistics before can accept your changes.


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Editing a ScheduleTo 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.


The schedule is inactive while being edited and will not fire.

Deleting a ScheduleTo delete a schedule, highlight the schedule to delete and click the Delete button onthe toolbar. Or, right-click the schedule to delete and select Delete Schedule. At theprompt, click Yes to delete the schedule or No to cancel the action.

NOTE: Once a schedule has been deleted, it cannot be retrieved without recreatingthe original schedule.

Enabling/Disabling SchedulesWhen you create a schedule, it is automatically enabled and will fire at the subsequentscheduled fire times. There may be occasions, however, when you do not want theschedule to fire. During these times, you must disable the schedule.To enable/disable the schedule, right-click the schedule to disable/enable, and selectthe Disable (or Enable) Schedule option from the menu.When a schedule is enabled or disabled, its status icon will change appropriately (seepage 157 for a list of possible icons).

NOTE: If the schedule is already disabled, the Disable Schedule option will not beavailable. If a schedule is already enabled, the Enable Schedule option will not beavailable.

Running Schedules on demandTo run a schedule on demand (i.e., before it is scheduled to fire), highlight the sched-ule to run and click the Run Now button on the toolbar. Or, right-click the schedulethat you want to run and select Run Now.

NOTE: Running a schedule before its next scheduled time does not disable the sched-ule. It will run again at its next scheduled time.

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Reporter Real-TimeReporter Real-Time (or Reporter RT) is an application that shows real-time externalcall statistics, allowing you to see real-time details against all or selected call criteriaon the telephone system. Not only will it show the current extension, agent, and trunkactivity, it will include detailed information such as the caller’s identity, DID numberused, etc. With Reporter Real-Time, you can tell who is involved in a call (includingthe distant end), how long the call took to answer, and how long the call has been inprogress. You can also summarize information across the telephone system or byextensions, agents, or trunks. You can filter information, enabling you to summarizeinformation based on group, DID number, telephone number, etc. You can also add aDirect Station Selection (StationViewer) tile, that allows you to monitor the currentcall activity of extensions and/or agents.

STARTING REPORTER REAL-TIMETo 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-TIMEIf this is the first time Reporter Real-Time has been run after installation, ReporterReal-Time will invoke a configuration wizard, containing the following pages:

• Welcome To Reporter Real-Time: Click Next to continue.• Search For Server: If the network configuration on your computer is correct and

Server has already been appropriately configured, Reporter Real-Time shouldautomatically list the CTI Servers available on the same computer network. Youmay have to wait several minutes while Reporter Real-Time interrogates thecomputer network. Select the CTI Server (Server) to connect, then click Next.

• Extension For Call Control: Enter the supervisor’s extension device number(not agent ID). If you have connected Server to an Inter-Tel telephone system,you should also enter the supervisor’s Talk voice mailbox (if the site has a Talkvoice mail system).

• Finished: Click Finish.You can modify these configurations at any time while running Reporter, as describedin the Installation Manual.


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Reporter RT Reporter Tile ConfigurationThe following only applies if you have purchased the Reporter Real-Time Reporterlicense (for information on the Pro license, see page 169). At the very minimum, thefollowing 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 installationprogram. However, you should remove the Agent List tile. This cannot be used unlessyou have purchased the Pro license (see page 169).

Reporter RT Reporter Filter ConfigurationThe following only applies if you have purchased the Reporter Real-Time Reporterlicense (for information on the Pro license, see page 169). 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 onlyshow statistics for the calls handled by the supervisor groups. To program this fil-ter, add a new filter (see page 211). Then, in the Call Route tab, select the groupnumber that represents the calls handled by the supervisor’s team in the Call FirstRang At Extension/Group section.

• Extensions In Support Groups: This filter restricts the Extension List tile toshow only individuals within the group that the supervisor manages. To programthis filter, add a new filter (see page 211). Then, in the General tab, enter theextensions that represent the supervisor’s team (e.g., 220-240, 245).

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Reporter RT Pro Tile ConfigurationThe 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 installationprogram. However, you should remove the Extension List tile (see page 202 for infor-mation on removing a tile).

Reporter RT Pro Filter ConfigurationThe 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 onlyshow statistics for the calls handled by the supervisor groups. To program this fil-ter, add a new filter (see page 211). Then, in the Call Route tab, select the groupnumber that represents the calls handled by the supervisor’s team in the Call FirstRang At Extension/Group section.

• Agents In Support Groups: This filter restricts the Agent List to show onlyindividuals within the group that the supervisor manages. To program this filter,add a new filter (see page 211). Then, in the Pro Hunt Groups tab, enter the huntgroups that agents within the supervisor’s team log into (e.g., 20504, 20514-20519).


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REPORTER REAL-TIME WINDOWReporter Real-Time’s main window consists of two main areas: the toolbar and thetile area.

ToolbarThe 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 immedi-ately, as described in the following table.

Toolbar

Tile Area

Button Description

Displays the main menu where you can access most commands (see page 171).Immediately saves your settings to disk.

Displays the Add Tile menu, allowing you to add a tile to the Tile Area (see page 184).Displays the Filter Manager for creating and editing filters (see page 211).Displays the Configure View dialog box (see page 211).

Displays the Network Settings dialog box (see page 109).

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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Tile AreaThe Tile Area is a container for all tiles. You can move the Tile Area around by click-ing on the light blue background and dragging it.


performed when you exit.• Filter Manager: Displays the Filter Manager, allowing you add and edit filters

(see page 211). This is the same as selecting the Filter Manager button ( ) inthe toolbar.

• Options: This option displays the Configure View dialog box, allowing you toconfigure global options (see page 211). This is the same as selecting the Optionsbutton ( ) in the toolbar.

• Network: This option displays the Network Settings dialog box, allowing you toconfigure the network connection to the CTI Server (Server). This is the same asselecting the Network button ( ) in the toolbar.


version number and the CTI Server (Server) to which it is connected.• Exit: Closes Reporter Real-Time and saves the current configuration.

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 (seepage 94).Completes an inquiry transfer from the Call Control extension (seepage 94).Displays the Auto Reporter menu, allowing you to configure Auto Reporter schedules (see page 157).

Launches Reporter (see the previous chapter).

Displays the Node Status dialog (see page 173).

Button Description


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Shortcut MenuYou 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 202). 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 203).• Paste: Inserts the tile currently stored in the clipboard (see page 203).• Copy: Copies the selected tile to the clipboard (see page 203).• Remove: Removes the tile from the tile area (see page 202).• Properties: Displays the tile’s current settings (see page 202).• Add Tile: Allows you to add a tile (see page 184). 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., toremove a tile), you must right-click on the tile you want to modify (e.g., the tile you wantto remove).


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Node StatusThe node status dialog provides a continually updated view of the state of all nodes ina multi-node telephone switch environment. Each node is displayed as a single lineconsisting 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 pro-cesses these nodes sequentially. Nodes that are waiting to be initialized have a Wait-ing for Initialization status associated with them. As Sever processes each nodeindividually, the node being processed is moved to the Initializing state. Once initial-ized, the node is considered active. If the number of licences that are available is lessthan the number of nodes in the system, those nodes that exceed the license limit aremarked as “Unlicensed.”

NOTE: The node status dialog is only available when Reporter Real-Time is running inconjunction with the Inter-Tel telephone system and Server is connected through theCT Gateway application to a system of networked telephone system nodes. Addition-ally, Server also needs to be appropriately licensed for the number of telephone systemnodes, as depicted by the “Number of Nodes” license.

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

Icon Description

Disabled. This status is displayed if the node that the status icon depicts, is dis-abled.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.Initializing. This status is displayed if the node that the status icon depicts is being initialized. Server is currently processing the node.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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TILESThe basic building block of Reporter Real-Time is the tile. There are several types oftiles, each of which can display information in different ways. Based on the type ofinformation you want to see, you should choose the appropriate type of tile, asexplained in this section.

Calls Waiting TileBefore 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 lookingfor Calls Waiting on a hunt group. Putting the hunt group number in the ACDHunt Groups tab is not enough; the hunt group must still be in the Call First RangAt Extension/Group field on the Call Route Tab.

• Call Segmentation: If Call Segmentation is disabled, there can only be onedevice that is considered “first rung.” Therefore, if a call is recalled to a differenthunt group, Calls Waiting would show “0” for the second hunt group because thefirst hunt group is considered “first rung.” If Call Segmentation is enabled, eachcall segment has a corresponding device as the device that first rang and is, there-fore, not affected.

• Announcements/Overflows: When a call is ringing for a hunt group, Calls Wait-ing and/or All Calls Ringing will decrease during Announcement and Overflowmessages unless the application numbers and Voice Mail devices are entered inthe Extensions section of Data Manager in Server. Each of these must also havethe Yes, this device is treated as ‘not yet answered’ and Yes, this device is treatedas ‘not yet rung’ flags enabled.

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


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Multi Stat TilesMulti Stat tiles are similar to Deskboardtiles, but they display several call sum-mary statistics in a list format. Applying afilter to this tile affects all statistics on thetile, allowing you to view similar statisticsfor a given filter, such as a group ofagents. Each statistic can have an associ-ated alarm, which will notify you when thestatistic falls within a certain range.

Graph (Multi Stat) TilesThis graph tile displays severalsimilar statistics on one graph.This data can be graphed aseither a bar, column, or piechart with various other options.

Graph Over Time TilesThis graph tile displays a singlestatistic over a period of time.The statistic can also be summa-rized by a particular time period(e.g., every 15 minutes) to givean indication of telephone activ-ity over time.


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Graph by Device TilesThis graph tile displays a singlestatistic for every device of aparticular type (e.g., agents,extensions, etc.). This allowsyou to visually compare a partic-ular statistic, such as total talktime, against a group of agents.

StationViewer TilesStationViewer tiles display StationViewer buttons that indicatethe current status of an extension or agent. Each button containsa lamp (bulb) and an icon that depicts the state of the device. Thedevice extension and description (usually the username) is alsodisplayed, 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 mustpopulate the tile with extensions or agents as described onpage 193.

The lamp indicators are configurable, allowing you to choose the desired color forbusy, DND, idle, etc. (see page 193). The icons, however, are not configurable anddiffer for extensions and agents, as indicated in the following table.

Button DescriptionAn 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 youpause the mouse pointer over a button. This tooltipprovides 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 Sta-

tionViewer 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 dis-played (e.g., GONE HOME).

• FWD: Indicates the forwarding status of the phone. If the phone is forwarded, thetype of forward is displayed (e.g., ALL CALLS).

NOTE: You can also use the StationViewer buttons to handle calls associated with theStationViewer extensions/agents (see the Installation Manual for details).

Extension List TileThis tile displays various statistics per extensionusing either icons or a report list. In addition to dis-playing information, such as the Caller ID of the callon the extension, the tile can display summary infor-mation for each extension, such as total talk time,calls handled, etc. The list can also have an associ-ated alarm, which will notify you when calls on anextension have been ringing for longer than a speci-fied period.This tile uses a color scheme to indicate the status ofcalls. For example, the background color of each listitem denotes whether the call active on the extensionis inbound or outbound, while the foreground colorof 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 activeat the extension, as described in the following table.

When you are viewing the information in the report format, you can sort the informa-tion in the columns by selecting the column header. This will toggle between ascend-ing and descending order, which is indicated by a grayed-out arrow ( ). If you wantto 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. Forexample, 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 downthe ALT key.

Agent List Tile

This tile displays various statistics per agent using either icons or a report list. In addi-tion 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 loggedin,% busy time, etc. The list can also have an associated alarm, which will notify youwhen the agent has been in a particular state for longer than a specified period.

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.


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This tile uses a color scheme to indicate the status of the agent. For example, thebackground 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, asdescribed in the following table.

When you are viewing the information in the report format, you can sort the informa-tion in the columns by selecting the column header. This will toggle between ascend-ing and descending order, which is indicated by a grayed-out arrow ( ). If you wantto 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. Forexample, if you want to sort the agent extension based on the number of completedcalls in, select Completed 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 downthe ALT key.

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.


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Trunk List Tile

This tile displays various statistics per trunk using either icons or a report list. In addi-tion to displaying information, such as the Caller ID of a call on the trunk, the tile candisplay 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 atrunk have been ringing for longer than a specified period. This tile uses a color scheme to indicate the status of calls. For example, the back-ground color of each list item denotes whether the call active on the trunk line isinbound or outbound, while the foreground color of each item denotes whether thecall is answered, ringing, or on hold.

The images in the Status field change, depending on the status of the call that is activeat the trunk, as described in the following table.

When you are viewing the information in the report format, you can sort the informa-tion in the columns by selecting the column header. This will toggle between ascend-ing and descending order, which is indicated by a grayed-out arrow ( ). If you wantto 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. Forexample, if you want to sort the trunk line number based on the extension where thecall first rang, select First Rang On first, then hold down the SHIFT key and selectNo/ID.

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.


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Extension Detail TileThis tile displays every available statisticfor a given extension and graphs some ofthis information.

Agent Detail TileThis tile displays every available statisticfor a given agent and graphs some of thisinformation.


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WORKING WITH TILESThis section describes how to add, change, and remove tiles as well as how to manip-ulate and personalize your tiles.

Adding Tiles with the New Tile WizardWhen creating tiles, you can either use the New Tile Wizard or create a blank tile of aspecific type and set its properties. The New Tile Wizard enables you to quickly cre-ate many variations of available tiles without having to worry about some of the moredetailed properties. Although creating a tile using the property sheets gives you accessto 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 shortcutmenu, and select New Tile Wizard. Or, you can click the Add Tile button ( ) on thetoolbar 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 StationViewertile, if you select a StationViewer tile and click Next, the last wizard screen is dis-played. The StationViewer List Tile only supports agents if a Pro license has beenobtained from Server.

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

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

• Choose your Statistics: Select the statistics you want to display if you selectedthe Multi Stat or Graph (Multi Stat) tile type, and click Next. You have the fol-lowing 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 andclick 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 thatuse the same unit of measurement (e.g., time, number, etc.). You can initiallychoose any statistic to add, but you will not be allowed to add subsequent statis-tics unless the units are the same. The Add button is grayed-out if you haveselected a statistic that uses different units.


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• Choose a Device Type: Select the type of device you want to graph, and clickNext. 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 listtile, 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 youwant to display details, and click Next. This page only displays if you selected anExtension 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 avail-

able filters. Select a filter, and click on Next.

— If you select Don’t 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 cre-ate a basic filter. Click Next.

• Create a Filter: Enter a name for the filter, select the type of filter you want toapply (e.g., by extension, agent, or DID), and use the drop-down box to identifythe 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 Filterpage.

• Congratulations: Select Show the tile’s properties once it has been createdto immediately display the property sheet (see the next section). Do not select thisoption if you want the main window to display. Click Next to create the tile.


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Adding Tiles Using Property SheetsTo create tile using property sheets, select Add Tile from the main menu ( ) or theshortcut menu (right-click,) or click the Add Tile button ( ) on the toolbar. Thenselect the type of tile you want to create. Follow the instructions based on the tile youare creating, as described in the following pages.

Adding a Deskboard TileThe Deskboard tile is identical to those tiles displayed in Deskboard. Refer to AddingA New Tile (see page 69) of the RealViewer section for information on creating aDeskboard tile.

Adding a Multi Stat TileTo add Multi Stat tiles:1. Select the Multi Stat Tile option from the

Add Tile menu. The Multi Stat Propertiespage displays.

2. Complete the following fields in the Gen-eral tab:• Caption: Enter the title you want dis-

played above the tile.• Filter: Use the drop-down list to

select a filter to apply to the tile. Thisfilter is automatically applied whenyou click OK. If needed, you can clickAdd to display the Add New Filterdialog, which will allow you to createa new filter. If you create a new filter,it is automatically selected as your preferred filter for this tile. See page 211for details on filters.


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3. Select the Statistics tab.If you are editing the tile, this page displaysthe currently available statistics, indicatingtheir color and whether or not they have anassociated alarm. If you are creating a newtile, this page is blank. You have the follow-ing programming options:• Add: Allows you to add a statistic by

displaying a menu containing groups ofstatistics. When you select a group, asubmenu displays all statistics of thattype. Selecting a statistic automaticallyadds it to the list, using the defaults forthat statistic.

• Remove: Removes the selected statistic from the list. Because you cannotremove the statistic as an option in the Add menu, you are not prompted fora confirmation.

• Properties: Displays the Configure Statis-tic dialog for the selected statistic. Thisallows you to change the statistic beingdisplayed, the color of the statistic, andwhether or not an alarm is associated withthe statistic.To change the statistic to display, select theellipsis (...) button and choose the new sta-tistic from the menu.To change the text colors, use the drop-down box to make your selection.To add an alarm, select the Activate thealarm on this item and click Alarm Set-tings (see page 73 for details).Click OK to save your settings, or click Cancel to exit without savingchanges. You are returned to the Multi Stat Properties page.


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


4. Click OK to save your settings, or click Cancel to exit without saving changes. Ifyou 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 dis-plays.

2. Complete the following fields in theGeneral tab:• Caption: Enter the title you

want displayed above the tile.• Filter: Use the drop-down list

to select a filter to apply to thetile. This filter is automaticallyapplied when you click OK. Ifneeded, you can click Add todisplay the Add New Filter dia-log, which will allow you to create a new filter. If you create a new filter, it isautomatically selected as your preferred filter for this tile. See page 211 fordetails on filters.


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3. Select the Scale tab. This pageallows you to manually override thescale used to display the graph. Bydefault, Reporter Real-Time willautomatically calculate the scalewhenever the data in the graphchanges so that the data will alwaysfit within the available space.Complete the following fields:• Automatic Scaling: Select Let

me choose the scale values touse t o o v e r r i d e t h e s c a l eselected by Reporter Real-Timeand enable the other fields inthis page. If you do not selectthis option, Reporter Real-Time will automatically choose the scale that fitsall of the data in the graph’s window.

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

4. Select the Graph tab.If you are editing the tile, this page dis-plays the currently available statistics,indicating their color and the style of thegraph (e.g., pie, bar, etc.). If you are creat-ing a new tile, this page is blank. You havethe following programming options:• Add: Allows you to add a statistic by

displaying a menu containing groupsof statistics. When you select a group,a submenu displays all statistics ofthat type. Selecting a statistic auto-matically 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 Real-Time will restrict the available statistics based on your current selection. If you arecreating a new tile, you can initially select any statistic. Once you have added thatstatistic, however, the Add menu will only display those other statistics that utilizethe same units. If there are no other statistics available, the Add button will be dis-abled (grayed-out).


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

To change a statistic’s color, click on the color box, or select the statistic and pressthe space bar on your keyboard. Then make your selection from the list of avail-able colors that displays.

5. Click OK to save your settings, or click Cancel to exit without saving changes. Ifyou click OK, the new tile is included in the Tile Area.

Adding a Graph Over Time TileTo add a Graph Over Time tile:1. Select Graph Over Time from the

Add Tile menu. The Graph OverTime Properties screen displays.

2. Complete the following fields in theGeneral tab.• Caption: Enter the title you


to select a filter to apply to thetile. This filter is automaticallyapplied when you click OK. Ifneeded, you can click Add todisplay the Add New Filter dia-log, which will allow you to create a new filter. If you create a new filter, it isautomatically selected as your preferred filter for this tile. See page 211 fordetails on filters.


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me choose the scale values touse t o o v e r r i d e t h e s c a l eselected by Reporter Real-Timeand 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 thedata in the graph’s window.


4. Select the Update tab, and completethe following fields:• Update Frequency: Enter the

interval, in seconds, for whichyou want the graph to collectinformation and plot on thegraph, or use the scroll bar tomake your selection.

• Time Period: Use the slider toselect how many points youwant to collate, which definesthe total time period the graphwill display (i.e., including cur-rent and historical data). For every interval (specified by the Update Fre-quency), Reporter Real-Time will calculate the total, average, minimum, andmaximum values for the statistic and plot these on the graph. Your selectionis displayed to the right of the slider, allowing you to choose to graph onlythe last few seconds of data or as far back as the start of the day (i.e., mid-night).


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5. Select the Graph tab., and completethe following fields:• Statistic: Indicates the statistic

that the graph will display. Clickthe ellipsis (...) button to choosea different statistic.

• Show Maximum Value: Selectthis option to display the maxi-mum value on the graph.

• Show Minimum Value: Selectthis option to display the mini-mum value on the graph.

• Show Current Value: Selectthis option to display the current value of the statistic at the end of each timeinterval.

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

6. Select the Call Colors tab, andcomplete the following fields: • Current Value: Use the drop-

down list to select the color touse for current or average val-ues, if applicable.

• Maximum Value: Use thedrop-down list to select thecolor to use for maximum val-ues, if applicable.

• Minimum Value: Use thedrop-down list to select thecolor to use for minimum val-ues, if applicable.

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

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


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Adding a Graph By Device TileTo add a Graph by Device tile:

1. Select Graph by Device from theAdd Tile menu. The Graph byDevice Properties dialog displays.

2. Complete the following fields in theGeneral tab:• Caption: Enter the title you


to select a filter to apply to thetile. This filter is automaticallyapplied when you click OK. Ifneeded, you can click Add todisplay the Add New Filter dia-log, which will allow you tocreate a new filter. If you create a new filter, it is automatically selected asyour preferred filter for this tile. See page 211 for details on filters.


me choose the scale values touse to override the scale selectedby Reporter Real-Time andenable the other fields in thispage. If you do not select this option, Reporter Real-Time will automaticallychoose the scale that fits all of the data in the graph’s window.



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4. Select the Graph tab, and completethe following fields:• Graph By Trunk Line: Select

this option to display the statis-t i c f o r e a c h t r u n k d e v i c eincluded in the filter.

• Graph By Extension: Selectthis option to display the statis-tic for each extension deviceincluded in the filter.

• Graph By Agent: Select thisoption to display the statistic foreach agent device included inthe filter.

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

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



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Adding a StationViewer TileTo add a StationViewer tile:1. Select StationViewer View from the

Add Tile menu. The StationViewerView Properties dialog appears, asshown below.

2. Complete the following fields in theGeneral tab:• Captions: Enter a descriptive

title to display above the tile.• StationViewer List Mode:

Select Extension List to addextensions to the StationViewertile or Agent List to add agents.

NOTE: The Agent List option isavailable only if using a Pro license(see the Installation Manual).

ALSO: The title of the second tab changes depending on which StationViewer listmode you select. For example, if you select Agent List, the second tab changesfrom Extensions to Agents.

3. Select the Extensions (or Agents)tab.Add, remove, or move extensions/agents, as described below.To add extensions/agents, clickAdd to display a menu containingthe available devices and their asso-ciated descriptions. Select a deviceto automatically add it to the end ofthe list.

NOTE: Devices that are added tothe list are automatically removedfrom the Add menu. This ensuresyou do not add the same devicemore than once to a StationViewertile.


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To remove extensions/agents, highlight the device(s) to delete and clickRemove. Because the devices are not deleted from the Add menu, you are notprompted for a confirmation.To move an extension/agent, highlight the device(s) to move and click Move Upor Move Down to move the device(s) up/down in the list. If you move more thanone device at a time, the selected devices are kept in the same order relative toeach other. The order of the devices displayed in this list is the order of the devicesdisplayed in the StationViewer tile.

NOTE: You can remove/move more than one extension at a time. To selectextensions that are displayed next to each other, hold down the SHIFT key whileselecting the first and last extension you want to highlight. To select extensionsthat are not listed consecutively, hold down the CTRL key while making yourselection.

4. Select the StationViewer Bulb Col-ors tab.Use the drop-down list to select thedesired color for the extension oragent states. The options available inthis tab differ based on extension oragent mode.For extension mode, you can config-ure the bulb colors for the followingstates:• DND Color: Specifies the bulb

color for a device that is in Do-Not-Disturb (DND).

• Busy Color: Specifies the bulbcolor for a device that is cur-rently on a call.

• Alerting Color: Specifies the bulb color for a device that is currently ring-ing.

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

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


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• 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 andon 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 wrap-up mode for a call.

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

• DND Color: Specifies the bulb color for an agent that is logged in but is cur-rently in DND.

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

Adding a List (Extension, Agent, or Trunk) TileThere 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 thatmatch the parameters programmed in the associated filter.

To add a list tile:1. Select Extension List, Agent List,

or Trunk List from the Add Tilemenu. The List Properties dialog dis-plays.

2. Complete the following fields in theGeneral tab:• Use Large Icon View: Select

this opt ion to display eachextension/agent/trunk using alarge icon. The requested fields,as specified in the Fields tab, areshown below this icon, andextensions are grouped in a gridformat.

• Use Small Icon View: Selectthis opt ion to display eachextension/agent/trunk using asmall icon. The device numberand description are shown next to this icon, and extensions are grouped in agrid format.


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• Use Report View: Select this option to display each extension/agent/trunk ina list, with a single column for each piece of information. Each column canbe individually resized and sorted (see pages 177 through 180). You can alsoscroll vertically through the extensions and horizontally through the col-umns.

• Always Show The Same Items: Select this option to show all extensions/agents/trunks with a device number contained within the filter’s extension/trunk or agent group list, regardless of whether or not a call is active on theextension/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 fil-ter.

• Color and Alarm Based On Call State: Select this option to highlightextensions/agents/trunks in the list based on the type of call active at thatextension/trunk (e.g., inbound or outbound, ringing, or answered). The listcan also be alarmed against ring time so that extensions/agents/trunks in thelist 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 propertysheet.

• Color and Alarm Based On ACD Agent State: Select this option to high-light extensions/agents in the list based on the status of the ACD agentlogged in at the corresponding extension. The list can also be alarmedagainst the amount of time agents are spending in different agent states. Thisoption enables the Agent Colors and Agent Alarms tabs of the propertysheet.

NOTE: This option is not available if you are creating a Trunk List tile.

• Filter: Use the drop-down list to select a filter to apply to the tile. This filteris automatically applied when you click OK. If needed, you can click Add todisplay the Add New Filter dialog, which will allow you to create a new fil-ter. If you create a new filter, it is automatically selected as your preferredfilter for this tile. If Always show the same items is checked, only the Exten-sion/Trunk or Agent list part of the selected filter will be used (i.e., theextensions/trunks or agents listed in the General page of the filter). Seepage 211 for details on filters.


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3. Select the Call Colors tab, if applica-ble.Use the corresponding drop-down boxto select the desired colors for the fol-lowing:• Inbound Color: Indicates the

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

• Outbound Color: Indicates thebackground color for extensions/trunks that are currently active onan outbound, external call.

• Ringing Color: Specifies thetext color for extensions/trunksthat are currently ringing.

• Answered Color: Identifies thetext color for extensions/trunksthat are currently ringing.

• On Hold Color: Indicates the text color for extensions/trunks that are cur-rently on hold.

NOTE: The fields in the Call Colors tab are only enabled if the Color and alarmsbased on call state option is checked in the General tab (see page 196).


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4. Select the Call Alarms tab, if appli-cable, and complete the followingfields:• Enable the Alarm: Select this

option to enable the alarm. Youcan also deactivate a firingalarm by deselecting this box.

• Alarm Settings: Click this but-ton to program the alarm set-tings (see page 73). The alarmyou program, however, will notfire unless you select the Enablethe alarm option.

NOTE: The fields in the Call Alarmstab are only enabled if the Color andalarms based on call state option ischecked in the General tab (seepage 196).

5. Select the Agent Colors tab, if appli-cable.Use the drop-down list to select thedesired background colors for thefollowing states:• Free color: Indicates agents that

are in the free state.• Free E-mail color: Select the

color in which you want agentsin the free (e-mail) state to bedrawn.

• Busy (call) color: Specifiesagents that are currently busy (ona call).

• Busy (e-mail) color: Select thecolor in which you want agentsin the busy (e-mail) state to bedrawn.

• 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.


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

NOTE: The fields in the Agent Colors tab are only enabled if the Color andalarms based on ACD agent state option is checked in the General tab (seepage 196).

ALSO: This tab is not available if you are creating a Trunk List tile.

6. Select the Agent Alarms tab, if appli-cable.Complete the following fields:• Alarm free state: Select this

option to enable an alarm for anyagent who is in the free state for acertain period of t ime. Onceselected, the Alarm Settings but-ton will be enabled (see page 73for information on programmingalarms). To deactivate the alarm,deselect this option.

• Alarm free (e-mail) state: Selectthis option to enable an alarm forany agent who is in the free (e-mail) state for a certain period oftime. Once selected, the AlarmSettings button will be enabled(see page 73 for information on programming alarms). To deactivate thealarm, deselect this option.

• Alarm busy (call) state: Select this option to enable an alarm for any agentwho is in the busy state for a certain period of time. Once selected, the AlarmSettings button will be enabled (see page 73 for information on programmingalarms). To deactivate the alarm, deselect this option.

• Alarm busy (e-mail) state: Select this option to enable an alarm for anyagent who is in the busy (e-mail) state for a certain period of time. Onceselected, the Alarm Settings button will be enabled (see page 73 for informa-tion on programming alarms). To deactivate the alarm, deselect this option.

• Alarm wrapup (call) state: Select this option to enable an alarm for anyagent who is in the wrapup state for a certain period of time. Once selected,the Alarm Settings button will be enabled (see page 73 for information onprogramming 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 anyagent who is in the wrapup (e-mail) state for a certain period of time. Onceselected, 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 whois in the DND state for a certain period of time. Once selected, the AlarmSettings button will be enabled (see page 73 for information on programmingalarms). To deactivate the alarm, deselect this option.

NOTE: The fields in the Agent Alarms tab are only enabled if the Color andalarms based on ACD agent state option is checked in the General tab (seepage 196).

ALSO: This tab is not available if you are creating a Trunk List tile.

7. Select the Fields tab. The list on the leftdisplays the currently selected fields to bedisplayed. Each element of the list con-tains a description of the field, how thefield is sorted (if applicable), the positionof the field, and the sort order (in brack-ets). You have the following options: • Sort Buttons: The button at the left

of each item displays the current sortorder of this field, as describedbelow.

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

BUTTON DESCRIPTIONThis field is notsorted.This field is sorted inascending order.This field is sorted indescending order.


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

• Add: Allows you to add a field by displaying a menu containing groups ofstatistics. When you select a group, a submenu displays all statistics of thattype. Selecting a statistic automatically adds it to the end of the list, using thedefaults for that statistic.





Adding an Extension or Agent Detail TileTo add an Extension or Agent Detail tile: 1. Select Extension Detail or Agent

Detail from the Add Tile menu. TheExtension/Agent Detail Propertiesdialog displays.

2. Complete the following fields:• Device: Use the drop-down list to

select the extension or agent youwant to monitor within the DetailTile. Or, enter the device numberin the text box.

• Call Information: Select thisoption to display informationabout the current call that isactive on the chosen device.

• Graph of Agent Status Times:Select this option to display a piechart depicting the total time thedevice is in different agent states (e.g., busy, DND, wrapup, etc.).


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• Graph of Today’s Call Summary: Select this option to display a bar graphof 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 filteris automatically applied when you click OK. If needed, you can click Add todisplay the Add New Filter dialog, which will allow you to create a new fil-ter. If you create a new filter, it is automatically selected as your preferredfilter for this tile. See page 211 for details on filters.


Editing a TileTo edit a tile:1. Double-click on that tile’s statistics, or right-click on the tile and select Proper-

ties 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 TileTo remove a single tile, right-click on the tile to remove and click Remove. At theprompt, 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 propertysheet (see page 100 in the RealViewer section).

Moving, Sizing, Zooming, and SwitchingTiles are freely moveable and sizeable within the space of the Tile Area.

Moving TilesYou can move tiles by clicking and dragging on the tile’s caption. You can also movetiles, except the list tiles and StationViewer tiles, by clicking and dragging anywhereon the tile itself.

NOTE: The list tiles (i.e., Extension, Agent, and Trunk) have call control functionality. Ifyou click on the list itself (i.e., not the caption), the call control shortcut menu will display(see page 206).


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

Zooming TilesYou can “zoom” in on a tile so that it takes up all of the visible Tile Area space. Thisis 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 bysingle-clicking the tile with the “Wheel” button of the mouse. Repeating the zoomaction will unzoom the tile.

Switching TilesThe View ( ) button is similar to the Window menu used in standard Windowsapplications. 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 theselected tile.

Cut, Copy, and PasteTiles can be copied and pasted to and from the clipboard, allowing you to quickly cre-ate very similar tiles.

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

Pasting from the ClipboardTo paste a tile back into the Tile Area, right-click on a tile in the Tile Area and select-ing Paste. The tile will be pasted next to the tile where you right-clicked to performthe paste.

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


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Pasting into Other ApplicationsAll tiles, except for the Deskboard and Agent/Extension Detail tiles, can be copied tothe 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 towhich you are pasting will normally decide how the data is displayed, which may notmatch the format you need. You can sometimes override this, however, if the applica-tion 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, thenumeric values behind the graph would display in the spreadsheet. If, however, youselect Paste Special and choose Device Independent Bitmap from the list ofchoices, a bitmap of the graph is pasted.

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

To arrange tiles in a grid, click the button in the toolbar. The tiles are automati-cally 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 tool-bar and select Tile In Columns. The tiles are automatically arranged in one row withone column for every tile, as shown below.

To arrange tiles as rows, click the down arrow next to the button in the toolbarand select Tile In Rows. The tiles are automatically arranged in one column with onerow for every tile, as shown below.


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

CALL CONTROLA special feature of the list tiles is the ability to con-trol calls from the supervisor’s terminal. This isachieved by using the call control menu, which isaccessed by clicking on a device in an Agent, Exten-sion, Trunk List tile, or StationViewer tile (seepage 94 for StationViewer call control). The optionsavailable in the menu will vary depending on the stateof the device selected.You can also handle calls at your own extension usingvarious toolbar buttons (see page 170). This feature isavailable only if using a Reporter or Pro license.Before using the Call Control functionality, you mustspecify your extension in the Call Control page in theConfigure View screen (see page 211). You should also identify the mailbox that willbe used for recording calls.

Call NowTo call an extension or agent in the list, click on the device you want to call, andselect Call Now from the menu. This will make an internal call from your extension tothe 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 exten-sion, click on the device where the call is currently active, and select Steal Call. Thecall is transferred but not automatically answered.

Send Call ToTo transfer or redirect a call at the selected agent, extension, or trunk to any otherextension in the telephone system:1. Click on the device where the call is

currently active, and select SendCall To. The Transfer Call To dia-log displays.

2. Use the drop-down box to select theextension that will receive the call.Or, you can enter the name orextension number of the person toreceive the call. If you enter thename/number in the text box, a listof matching extensions/names are displayed, along with the status of that exten-sion. This allows you to choose a person who is available before you transfer thecall.

3. Click OK to transfer the call, or click Cancel to return the call to the originalextension.

OtherIf you do not see the desired option inthe call control menu, select the Othermenu item. This displays additionalcall control features, as describedbelow.

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

ReleaseTo drop all calls at the selected agent, extension, or trunk, select Release. This com-mand takes immediate affect (i.e., no warning is given) and should be used with cau-tion.


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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 Logoutdialog displays.

2. Use the drop-down lists to selectthe agent and/or extension to logout.

3. Use the drop-down list to selecta 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 possiblefrom the agent or extension you have selected to log out, and this will already beentered in the dialog for you.

4. Click OK to log the agent out, or click Cancel to cancel the action.

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

Log InTo log an agent in at an extension:1. Select Log In. The Agent Login dia-

log 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, intowhich you want to log the agent orextension.

NOTE: Reporter Real-Time will attempt to guess as much information as possiblefrom the agent or extension you have selected to log in, and this will already beentered 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 OutTo 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 logout.

3. Use the drop-down list to select aspecific hunt group, if desired, outof which you want to log theagent or extension.

NOTE: Reporter Real-Time will attempt to guess as much information as possiblefrom the agent or extension you have selected to log out, and this will already beentered in the dialog for you.

4. Click OK to log the agent out, or click Cancel to cancel the action.

Enter Free StateTo change a device’s status to Free, click on the device for which you want to changethe status, and select Enter Free State. Generally, this option will only have an affectif the selected device is in wrapup or DND.

Enter DNDTo change a device’s status to DND, click on the device for which you want to changethe status, and select Enter DND.

Enter Wrapup (Call) To change a device’s status to Wrapup for taking calls, select Enter wrapup (call).The device is placed in wrapup (call) mode.This agent state is used to depict that an agent is currently logged in, but not availablefor 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

NOTE: Available in a future release.


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Enter Wrapup (E-mail)

NOTE: Available in a future release.

MonitorYou can listen to conversations at other exten-sions. This feature must be enabled on the tele-phone system before it will function correctlywithin Call Center.

Silent MonitorTo monitor an extension from Reporter Real-Time, select the agent or extension that you wishto monitor, and then select the Silent Monitoroption. The extension will then be monitoredfrom your extension until the monitoring call ends. If the telephone system has beenconfigured 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 acall.

Record This CallYou can also record calls at an agent or extension to your mailbox.To record a call, select the agent or extension that is on a call you wish to record, andselect Record This Call. When the call ends, the recording will appear in your mail-box, as configured through the Call Control Options property page (see page 211).

NOTE: To use the Record This Call option correctly, the Mailbox User-keyed Exten-sions flag in the telephone system must be enabled for all extensions. This flag allowscalls 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 tele-phone system due to local by-laws/regulations, etc.


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WORKING WITH FILTERSThe power of the Reporter Real-Time comes from its ability to limit statistics to onlycertain types of calls (e.g., inbound only, calls for a specific DID number or list ofextensions, 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 fil-ters to none, one, or many tiles. Filters can also be edited after being created and willimmediately reflect changes in any tiles using the modified filter.The filters used in Reporter Real-Time are configured the same way in RealViewer, asdescribed on page 75 in the RealViewer section of this guide.

CUSTOMIZING REPORTER REAL-TIMEReporter Real-Time has several configurable options, including the appearance of theTile 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 screendisplays.

2. Refer to the following pages in theRealViewer section of this guide forcompleting the specified tabs:• General: (see page 95)• Account Codes: (see page 97)• Service Levels: (see page 97)• Durations: (see page 98)• Tiles: (see page 100)

NOTE: Because the options in the Advanced tab can affect the performance of yourcomputer, you should not change them.


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3. Select the Call Control tab. Thispage lets you specify the supervisorextension and mailbox number. Youdo not need to configure this page ifyou do not plan on using the callcontrol features of Reporter Real-Time.Complete the following fields:• Your Extension: Use the drop-

down list to select the extensionwhere the supervisor is sitting,or enter the extension in thetext box. This should also bethe extension that is closest tothe computer running ReporterReal-Time. When using call control, this is the extension that will be used asthe source extension. For example, if you use the Call Now feature, the callwill be made from the extension specified in this field.

• Your Mailbox: Use the drop-down list to select the supervisor’s mailbox, orenter 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 yourcomputer, you should not change them.



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Intelligent Router OVERVIEW

This guide describes how to install and configure the Intelligent Router softwareapplication. It also includes application-specific information, including the supportedplatforms and the minimum recommended hardware specifications. Finally, examplescenarios are provided to give you an idea of how you can use Intelligent Router toperform common tasks.

NOTE: Before you install Intelligent Router, please ensure that Server is installed andconfigured correctly on the CTI Server computer.

ALSO: Intelligent Router requires the Call Segmentation feature. For information onenabling this feature, see the Server chapter of the Installation Manual.

ABOUT INTELLIGENT ROUTERThe Intelligent Router is a call routing program that uses Rules, Conditions, andActions to perform its functions, as illustrated below.

Process Rule(e.g., Trunk Call

Terminated)

Condition

Satisfied?1

Condition

Satisfied?2

Condition

Satisfied?3

Yes Yes Yes

No No No

Do Not ExecuteAction

ExecuteAction


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In this example, the Process Rule is evaluated based on three separate Conditions. Ifall Conditions are met, the Action is executed (i.e., the trunk call is terminated). If aCondition is not met, the Action is not executed (i.e., the trunk call remains con-nected).

RulesA Rule defines how its associated conditions are evaluated, which determines whetheror not the related action is executed. When defining rules, you can select a specificrule type (e.g., trunk call routing, extension/agent DND changed, etc.), the type ofdevice 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 thedesired action is executed.

ConditionsConditions provide specific and flexible call routing capabilities. Each condition is aprogrammed parameter that must be met before an Action is fired. For detailed callrouting, you can assign multiple Conditions to the same Rule or use Placeholders tofurther define the Condition.

ActionsActions are executed when a Rule is evaluated and all Conditions are met. With Intel-ligent Router, you can select from a variety of actions, including Answer Call, RouteCall, Release, etc. You can also assign Placeholders to an Action to ensure the opera-tion is based on current information (e.g., time, calls in queue, etc.).

PlaceholdersIntelligent Router includes Placeholders, which allow you to assign additional param-eters to a Condition or Action. For example, you can route a call based on the fieldsassigned in the Telephone Import screen in Server. You can also route calls based ondifferent statistics, including the current time, number of calls, etc.

PLATFORM SUPPORTThe 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.

214 Intelligent Router

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SPECIFICATIONSThis section lists the minimum recommended hardware specifications.

Recommended Hardware SpecificationsThe minimum recommended hardware specifications for Intelligent Router are as fol-lows:• 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 applica-tion installed on the PC running Intelligent Router.

ALSO: Increase the requirements if installing the Intelligent Router on the same com-puter that is running Call Center Suite Server. This is especially important if you haveenabled logging, which requires additional disk space, on Intelligent Router or Server.


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INTELLIGENT ROUTER BASICSThis chapter describes how to start and configure Intelligent Router. It also includesinformation on the menu options available in the application.

Starting Intelligent RouterIntelligent Router automatically launches whenever you restart your PC. If you closethe application, however, you must manually start it using your desktop or the Startmenu 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 shortwait, 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 wizardappears. You must supply the following information, then click Next to proceed throughthe wizard:• Name• Internet E-mail address• E-mail Server Names (Incoming and Outgoing)• Internet Mail Logon information (account name and password)

Once this information has been configured for the first time, you will not be promptedfor it again.


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Router Configuration WizardIf this is the first time you have started Intelligent Router after installation, the Con-figuration Wizard will run. This wizard will help you locate a Server if one cannot befound, 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 cor-

rect and Server has already been appropriately configured, Intelligent Routershould automatically list the CTI Servers that are available on the same computernetwork. You may have to wait several minutes while Intelligent Router queriesthe computer network. Select the CTI Server (Server) for the connection, andclick Next.

• Extension for Call Control: Enter the extension number designated for Intelli-gent Router in the appropriate text box. You can also enter a Voice Mailbox num-ber if you want to use the record-a-call feature.

NOTE: The Router’s extension must be a valid extension number. It cannot be anagent ID.

• Finished: Click Finish to access Intelligent Router’s main screen.


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Network SettingsFor the product to obtain real-time information for Server, it must be able to locate aCTI Server (Server).To connect to a Server, select the Network option from the main menu, or click theNetwork option button ( ). The Network Settings screen is displayed, as shownbelow.

You can setup the CTI Server network information either manually or automaticallyusing this screen, as described in the following sections.


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Automatic ConfigurationTo automatically configure the Server, click Auto Configure. The product will auto-matically attempt to find the Server on the network. Once the Intelligent Router hasfound a CTI Server and the information in this screen is updated, click OK to exit thisscreen and save the changes. To cancel unwanted changes, click Cancel.

NOTE: The product will automatically go into the self-configuration mode on startup if ithas just been installed, or if it is unable to find the Server.

Manual ConfigurationTo 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 usingNetBIOS, this will normally be similar to “CTISERVER1.” If connecting usingTCP/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 data-base path, click the ellipsis (...) button.





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INTELLIGENT ROUTER WINDOWWhen you start Intelligent Router, the main window is displayed, as shown below.

NOTE: Your Intelligent Router window may have more tiles displayed in the Tile Area,depending on the configuration (see page 224 for details).

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

TitlebarThe titlebar is the rectangular region at the top of the window. It displays the name ofthe application and indicates if Intelligent Router is Off-Line. Off-Line indicates thatIntelligent Router has not yet connected to the Server, and it is not ready to displaycalls from/to your extension device. Intelligent Router may be Off-Line if your net-work supervisor has closed down the network or if the server has been shutdown or isnot physically connected to the network.

TitlebarToolbar

Tile Area


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ToolbarThe toolbar contains buttons that activate drop-down menus or execute an action. Youcan use the options in these menus to configure Intelligent Router or to perform spe-cial tasks. The tasks associated with each toolbar button are specified in the tablebelow.

Tile AreaThe Tile Area is a container for all tiles. Tiles are automatically arranged for you inbased on your view mode.

Button Description

Displays the Main Menu (see page 222).

Activates the Rule Manager for creating and editing Rules (seepage 229).Displays the Filter Manager for creating and editing filters (seepage 240).Displays the Options dialog (see page 228).

Displays the Network Settings dialog (see page 218).

Sets the view mode to Two Tile View (see page 224).

Sets the view mode to Four Tile View (see page 224).

Repositions the open tiles in a particular format. Use the drop-downmenu to select a format (see page 225).Displays the Media Blending Settings dialog (available in a futurerelease).

Displays a list of nodes and their current status (see page 173).


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performed when you exit.• Rule Manager: Displays the Rule Manager, allowing you add and edit rules (see

page 226). This is the same as clicking the Rule Manager button ( ) in thetoolbar.

• Filter Manager: Displays the Filter Manager, allowing you add and edit filters(see page 240). This is the same as clicking the Filter Manager button ( ) in thetoolbar.

• Options: Displays the Options dialog, allowing you to configure global options(see page 228). This is the same as clicking the Options button ( ) in the tool-bar.

• Network: Displays the Network Settings dialog (see page 218), allowing you toconfigure the network connection to the CTI Server (Server). This is the same asclicking the Network button ( ) in the toolbar.


version number and the CTI Server (Server) to which it is connected.• Exit: Closes Intelligent Router and saves the current configuration.

Shortcut MenuYou 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 shownbelow.

ShortcutMenu


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You have the following options: • Zoom: Enlarges the selected tile (see page 226). 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 226). You can then

paste the information to another Windows application (e.g., Word, Excel, etc.)• Properties: Displays the tile’s 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 241).— Event List: Allows you to define and sort the fields displayed and configure

the colors used for each event (see page 246).— Trunk List: Allows you to program the tile display, set alarms, and define and

sort the fields displayed (see page 249).— Multi-Stat Tile: Allows you to assign a filter, define the statistics, and change

the tile’s caption (see page 251). • 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 230). 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 239).• Delete This Rule: Prompts you to confirm the deletion of the specified Rule (see

page 239).

NOTE: Deleting a Rule cannot be undone.

• Disable This Rule: Disables the Rule (i.e., it is not evaluated, and the action isnot executed). If the rule is already disabled, this option displays Enable ThisRule (see page 239).

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 youwant to delete).


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VIEWING MODESIntelligent Router supports two different viewing modes: the Two Tile View and FourTile View mode.

Two Tile View ModeThe default view is the Two Tile View mode. You can change to this mode at any timeby clicking the button on the toolbar. When using this mode, the Rule List (seepage 241) and Event List (see page 246) tiles are shown.

Four Tile View ModeThe Four Tile View mode displays the Trunk List and Multi-Stat tiles in addition tothe Rule List and Event List tiles, as shown below. You can change to this mode atany time by clicking the button on the toolbar.

You can also apply filters to the Trunk List and Multi-Stat tiles, as described onpage 87.


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Arranging TilesYou 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 areautomatically arranged in a grid, as shown below.

To arrange tiles as columns, click the down arrow next to the button in the tool-bar and select Tile In Columns. The tiles are automatically arranged in one row withone column for every tile, as shown below.


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To arrange tiles as rows, click the down arrow next to the button in the toolbarand select Tile In Rows. The tiles are automatically arranged in one column with onerow for every tile, as shown below.

Zooming TilesYou can “zoom” in on a tile so that it takes up all of the visible Tile Area space. Thisis 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 ClipboardTo copy a tile to the clipboard, right-click on the tile and select Copy. You can thenpast the information into another Windows application for editing purposes.


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E-MAILThe Intelligent Router can also send e-mail messages as one of its Actions (seepage 233 for details). To use this feature, you must have a MAPI-compliant e-mailapplication installed before you install the Intelligent Router. If the PC does not havea MAPI-compliant e-mail application, an error message will display when you installthe Router. Although the Router will function without the e-mail application, you can-not use any of the e-mail related actions.If you currently have a MAPI-compliant program installed, whenever you start theIntelligent Router, a dialog box prompts you to choose an e-mail profile, as shownbelow.

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 servicesoptions are only available if you click the Options button.


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CUSTOMIZING INTELLIGENT ROUTERIntelligent Router has several configurable options, including the appearance of theRouter, that are applied globally to the application. To configure the application to suit your needs, click the Options button, or selectOptions from the main menu ( ). The Configure View screen displays, presentingthe following tabs:• General: This tab is used to set global display options. For configuration, see

page 95.• 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 tograph the number of times these account codes were entered. Refer to page 97 forconfiguration instructions.

• Service Levels: This page allows you to set levels for summarizing ring timesand specify a service level, indicating how quickly calls should be answered (i.e.,within ten seconds or less). See page 97 for more information.

• Miscellaneous: Complete the fields described on page 98.• 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 onpage 100.


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RULESRules provide the basic component for Intelligent Router. Within each Rule is a Con-dition and an Action, which are required to determine the validity and result of evalu-ating the Rule. Each of these components is programmed using the Rule Manager, asdescribed in the following sections.

Rule ManagerThe Rule Manager lists the currently available Rules and provides access to program-ming options.To display the Rule Manager, click the RuleManager button ( ) on the toolbar, or selectRule Manager from the Main Menu ( ).While in the Rule Manager screen, you can add,remove, and edit Rules using the buttonsdescribed below:• Add: Displays the Add Rule dialog so you

can create a new Rule (see page 230).• Edit: Displays the Edit Rule dialog so you

can edit the selected Rule (see page 239).(You can also access the Edit Rule dialogbox by double-clicking on the Rule youwant to edit).

• Move Up/Move Down: Moves the selected rule up or down one position in thelist. Because rules are evaluated from top to bottom, make sure the more specificrules are listed first, followed by general rules.

• Remove: Removes the currently selected Rule. You are prompted for a confirma-tion before the Rule is removed (see page 239).

• Remove All: Removes all Rules included in the list box. You are prompted for aconfirmation before the Rules are removed.

NOTE: You cannot retrieve a Rule once it is removed.

Each of these options is described in detail in the following pages.


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Adding a RuleTo add a Rule:1. Open the Rule Manager, and click

Add. Or, click the Add Rule button( ) in the Rule List tile’s caption orin the shortcut (right-click) menu.The Add Rule screen is displayed.

2. Select the tab corresponding to theinformation 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 sec-tions.

4. Click OK when finished, or click Cancel to exit without saving changes. If youadded a Rule using the Rule Manager, you are returned to the Rule Managerscreen. If you added a rule using any other option (e.g., shortcut menu), you arereturned to the main screen.

GeneralThis page allows you to specify theRule parameters, which includes thefollowing:• Rule Name: Enter a unique

name for the Rule, which is dis-played in the Rule Manager andin the Rule List tile.

• Rule Type: Use the drop-downbox to select the type of Ruleyou want to apply. The avail-able fields in the Parameterssec t ion of the sc reen wi l lchange depending on yourselection (see the following table).


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NOTE: The parameters listed in the table below are in addition to the fields listed in theDevice(s) section.

Rule Type Parameter Indicates

Trunk Call Routing* Routing Type When the trunk call is routed. Youroptions (and any additional pro-gramming) are as follows:

• Always• On Busy• No Answer – indicate how long

the call must ring before it isrouted.

• On Queue Length – indicatehow many calls must be in thequeue before calls are routed.

• Below Service Level – indicatethe service level percent and thenumber of inbound answeredcal ls that must be reachedbefore the call is routed.

• Below Service Level Today –indicate the service level percentand the number of inboundanswered calls that must bereached before the call is routed.

Trunk Call Offered No additional parametersTrunk Call Abandoned No additional parametersTrunk Call Recording Every x

AnsweredCalls

The number of calls that must beanswered before a call is recorded.

Trunk Call Rejection Number List The outside numbers that the Rulewill reject.

Trunk Call Refused No additional parametersTrunk Call Talk TimeThreshold

Talk Time The amount of time (hh mm ss) thatthe extension/agent must be in thetalk state before the Rule is evalu-ated.

Trunk Call Answered No additional parametersTrunk Call Terminated No additional parameters


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* * This rule is only evaluated when the trunk line call segment directly alerts anextension 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 offeredto an agent or extension.** You must click the Set Schedule button to display the parameters.

Media Routing Reserved for a future releaseMedia Received Reserved for a future releaseInvalid E-mail Reserved for a future releaseMedia Expired Reserved for a future releaseAccount CodeEntered

Account Codes The account codes that must beentered before the Rule is evalu-ated.

Scheduled** Repeat Interval How often the Rule is evaluated.Start Date/Time When the Rule is evaluated.Day of theweek

Day(s) of the week the Rule is eval-uated.

Extension/Agent ACDState Threshold

ACD State The state of the ACD agent thatmust be met before the Rule isevaluated.

Time in State The amount of time (hh mm ss) thatthe agent must be in the specifiedstate before the Rule is evaluated.

Extension/Agent Idle No additional parametersExtension/Agent Off-Hook or Alerting No additional parametersExtension/Agent ACDLog In

Hunt Groups The hunt groups where the agent/extension will be logged in.

Extension/Agent ACDLog Out

Hunt Groups The hunt groups where the agent/extension will be logged out.

Extension/Agent ACD State Changed No additional parametersExtension/Agent DND Changed No additional parametersExtension/Agent Forwarding Changed No additional parametersTelephone System Online No parametersTelephone System Offline No parametersTrunk Call Held No additional parametersTrunk Call Retrieved No additional parametersTrunk Call Active No parameters

Rule Type Parameter Indicates


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NOTE: 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 catego-ries are listed, click Add to create a new category. You can also change existingcategories by clicking the Change button. The Category field is provided so thatyou can create your own categories with different formats for easy viewing. Seepage 244 for more information on adding and changing categories.

NOTE: If you select Trunk Call Active as the Rule Type, the following fields are notavailable.

• Extension/Group: Select this option if you want the Rule evaluated for exten-sions 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 exten-

sions, groups, or agent IDs (depending on the device you previously selected) toinclude in the Rule. You can also use the drop-down list to select devices, whichare intelligently added to or removed from the list. The list you enter can includeranges or individual device items. For example, if you entered “200-204,207,209” 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, seepage 252.

ActionThis page allows you to specifythe Action, or event, that occursprovided the Conditions of theRule are met.When you select the Action, theParameters section displays therequired fields. Each Action andits associated fields are defined inthe following table.


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Action Parameter Indicates

RouteCall

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). Ifenabled, the call is removed fromthe forwarding path and moved tothe new destination.

Override Mailbox Voice Mailbox number to use if thecall gets manually forwarded toVoice Mail or if the destinationdevice is a Voice Mailbox.

AnswerCall

No parameters

RecordCall

Extension/Group or Agent ID Affected device type.Record At Affected extension number(s).Override Mailbox Mailbox number where the call is

recorded.Release Extension/Group or Agent ID Affected device type.

Release From Affected extension number(s).Set ACDAgentState

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 requiredwhen the action is used to log anagent ID in/out of an extensiondevice).

SendE-Mail(viaMAPI)

To Mail recipient.Cc Copied recipients.Subject Subject of message.Message Message text.


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UpdateTrunkCall’s Info

Field Type Updated field (corresponding to theTelephone Import fields in Server).

Update Value Specific value to update.Trunk Line Trunk line device that indicates the

active call used to update the infor-mation.

Dist. Callto SkillGroup

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 thenext device in the list.

Advanced Overflow device and overflow timerinformation (a new screen is dis-played).

ForwardE-mail

Reserved for a future release

Reply toE-mail


RouteMedia


DeleteMedia


SetAccountCode

Account Code Account code set at affecteddevice.

Extension/Group or Agent ID Affected device type.Set at Affected extension number(s).Send via Telephone System Account code is sent to the tele-

phone system using a call controlcommand via Server, if enabled. Ifdisabled, the account code isentered over a trunk line call with-out submitting a request to the tele-phone system.

MonitorCall

Monitor Type Silent monitor.Extension/Group or Agent ID Affected device type.Monitor Call From Device used to monitor the call.



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DialDTMFTones

DTMF Digits Dialed digits.Extension/Group or Agent ID Dialing device type.Dial Digits At Dialing device extension(s).

Write To Text File

Filename The path and name of the file that will store the recorded information.

Text The text and information (using placeholders) that is recorded to the file.

Format The information displayed in the header.

Restrict file size to x KB Whether the file size is limited and the maximum number of KBs the file can occupy.

When file exceeds this size The action that is taken once the maximum file size is exceeded.

Run/ShellExecute

Filename Program path and filename.Arguments Command arguments specified

when starting the file, if any.Start Directory Directory where the file will be

opened.Play WAVFile

Filename Program path and filename.

TransferCall (OneStep)

Extension/Group or Agent ID Destination device type.Destination Destination extension number or

outside number. If using an outsidenumber, you must include the out-bound dial prefix (e.g., 8).

Override Mailbox Voice Mailbox number to use if thecall is manually forwarded to voicemail or if the destination device is avoice mailbox.

Set FWDState

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.



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You can also assign Placeholders to Actions (see page 238).

ConditionThis page allows you to specify certain Conditions, or parameters, that must be metbefore the Action is fired.To add a Condition:1. Click the ellipsis ( ) button to view

a menu of available parameters. Whenselected, the parameter appears in thetext box.

2. Complete the fields provided based onthe Condition you selected.

3. Assign the comparators and/or place-holders, if necessary, as described in thefollowing sections.

4. Click Add. The Condition is displayed in the list box.

NOTE: If you create more than one condition, you can use the up/down arrowbuttons to change the order in which the conditions are evaluated. Conditions areevaluated from top to bottom.

ExclusiveHold/Sys-tem Hold

No parameters

RetrieveCall

No parameters

Make Call Number to Dial Dialed digits. If dialing an outsidenumber, you must include the out-bound dial prefix (e.g., 8).

Extension/Group or Agent ID Dialing device type.Make Call From Dialing extension number.



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To edit a Condition:1. Highlight the desired Condition in the list box. The fields display the current set-

tings 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 Condi-tion is not permanently removed, you are not prompted for a confirmation.

ComparatorsYou can assign a comparator to certain Conditions to ensure the Action is fired onlywhen 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 compari-son.

3. Enter the value(s) to which you will compare the information. If you selectedBetween in the Type of comparison field, you must enter two values in the textboxes provided. If you selected Remainder, you must enter the value that will bedivided into the information (e.g., 2) and the value of the desired remainder.

PlaceholdersWith Placeholders, you can assign a dynamic parameter, such as agent status, to anAction or Condition. When the Rule is evaluated, the Placeholder is replaced with thecurrent information.For example, you can route a call to a different extension based on the incoming num-ber dialed using the telephone import data programmed in Server. Suppose that Field6 in the Server contains the extension number of the agent that is assigned to a partic-ular customer. To ensure customer calls are routed to their assigned agent, use theField 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 RulesTo 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 savingchanges. If you edited a Rule using the Rule Manager, you are returned to theRule Manager screen. If you edited a Rule using any other option (e.g., shortcutmenu), you are returned to the main screen.

Deleting RulesTo 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 Man-ager screen. Because you cannot retrieve a Rule once it is deleted, you are promptedfor a confirmation.

Enabling/Disabling RulesBecause you may not want to continuously evaluate every Rule, Intelligent Routerhas an enable/disable function. This allows you to disable a Rule without having topermanently delete it.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 241 for more information about the Rule List tile).


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FILTERSIntelligent Reporter can also limit statistics to only certain types of calls (e.g., inboundonly, calls for a specific DID number or list of extensions, etc.). This is achieved withfilters, 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 thesetiles.Using the Filter Manager, you can create as many filters as you require, limited onlyby memory. You can also edit filters once they are created, as described in the follow-ing sections.

Filter ManagerThe Filter Manager lists the currently available filters and provides access to pro-gramming options.To display the Filter Manager, click the Fil-ter Manager button ( ) on the toolbar orpress CTRL + F. Or, select Filter Managerfrom the main menu ( ).While in the Filter Manager screen, you canadd, remove, edit, and copy filters using thebuttons described below:• Add: Displays the Add Filter dialog so

y ou c a n c r e a t e a n e w f i l t e r ( s e epage 77).

• Edit: Displays the Edit Filter dialog soyou can edit the selected filter (seepage 70). (You can also access the Edit Filter dialog box by double-clicking onthe filter you want to edit).

• Remove: Removes the currently selected filter. You are prompted for a confirma-tion before the filter is removed (see page 70).



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TILESThe Intelligent Router can display up to four tiles at a time: Rule List tile, Event Listtile, Trunk List tile, and a Multi-Stat tile. If viewing two tiles at a time, the Rule Listand Event List tiles are shown. All four tiles are displayed when the four-tile mode isselected (see page 224 for more information on display modes). Each of the availabletiles and their associated options are described in this section.

Rule List TileThe Rule List tile displays all of the currently programmed Rules (see page 229 forinformation on programming Rules) and indicates whether the Rule is enabled or dis-abled. The title of this tile (e.g., All Rule Types) describes which rules are currentlydisplayed. The default is All Rule Types, but you can select what Rule types you wantdisplayed, as described on page 248.

The icons to the left of the Rules depict whether the Rule is currently enabled or dis-abled, as described in the following table.

For more information on enabling/disabling rules, see page 239.

Icon Indicates

(Green)

The Rule is currently enabled (i.e., it will be eval-uated).

(Gray)

The Rule is currently disabled (i.e., it will not beevaluated).


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FieldsUsing the Properties option in the shortcut menu (see page 222), you can select thefields you want displayed in the Rule List tile. You can also sort the fields and changethe 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 isdisplayed.

2. Select the Fields tab. The list on the leftdisplays the currently selected fields to bedisplayed. Each element of the list con-tains a description of the field, how thefield is sorted (if applicable), the positionof the field, and the sort order (in brack-ets). You have the following options:

• Sort Buttons: The button at the left ofeach item displays the current sortorder of this field, as described below.

NOTE: The number in brackets to the right of the field (e.g., [1]) indicates thesequence in which fields are sorted. For example, if the list displays Category [1] andAction [2], the list is first sorted based on the Category field and then sorted againbased on the Action field while maintaining the integrity of the first sort.

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

BUTTON DESCRIPTION

This field is not sorted.

This field is sorted in ascending order.

This field is sorted in descending order.


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• Add: Allows you to add a field by displaying a menu containing groups ofparameters. When you select a group, a submenu displays all parameters ofthat type. Selecting a parameter automatically adds it to the end of the list,using the system defaults. The following table lists the fields that are avail-able for the Rule List tile.

• Remove: Removes the selected parameter from the list. Because you cannotpermanently remove the parameter, you are not prompted for a confirmation.

• Move Up/Down: Moves the selected parameter up/down in the list. If youmove more than one parameter at a time, the selected parameters are kept inthe same order relative to each other.

NOTE: You can remove or move more than one field at a time. To select fieldsthat are displayed next to each other, hold down the SHIFT key while selecting thefirst and last field you want to highlight. To select fields that are not listed consecu-tively, hold down the CTRL key while making your selection.

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

FIELD INDICATES

Status Whether the rule is enabled (green) or disabled (red).

Rule The name assigned to the rule.

Times Fired The total number of times the rule was evaluated.

First Time Fired The first time the rule was evaluated. This is in the format MM/D/YY HH:MM:SS.

Last Time Fired The last time the rule was evaluated. This is in the format MM/DD/YY HH:MM:SS

Category The name of the category to which the rule belongs. (See page 244 for more information about categories.)

Main Parameter The setting for the main field associated with this rule. For example, if the rule is evaluated for specific device types, this displays the extensions associated with those devices.

Action The action that is executed once the rule is fired.

Action Parameter The setting for the field associated with the action. For exam-ple, if the action is to route the call, this displays the destina-tion number.

Enabled Whether the rule is enabled (Yes) or disabled (No).


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CategoriesYou 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 youcan 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 inthe General tab of the Add/Edit Rule dialog box(see page 230).

2. Select the Categories tab. The categoriescurrently displayed in the Rule List tile arelisted. You have the following options:

• Add New: Allows you to add andconfigure a new category to display inthe tile (see page 244 for programming instructions).

• Edit: Allows you to edit the selected category (see page 245).• Remove: Removes the highlighted category (see page 246). 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.

3. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the main screen.


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Adding a New CategoryTo add a new category while in the Properties dialog box:1. Click Add New. The Add a Category dia-

log box is displayed.


• Name: Enter the name of the categoryyou are adding.

• Enabled Color: Select the fore-ground and background colors used toidentify enabled Rules within this cat-egory. An example of the colorscheme is displayed in the Examplefield.

• Disabled Color: Select the foreground and background colors used to iden-tify disabled Rules within this category. An example of the color scheme isdisplayed in the Example field.

3. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the Properties dialog box.

Editing a CategoryTo edit a category while in the Properties dialog box:1. Highlight the category you want to edit, and click Edit. The Edit a Category dia-

log box is displayed.

2. Make the necessary changes.

3. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the Properties dialog box.


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Removing a CategoryTo 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 TileThe Event List tile shows all of the events that occurred because a Rule was evaluatedand a subsequent Action was executed. It also indicates whether or not the event wassuccessful. The title of this tile, like the Rule List tile, describes which events are cur-rently displayed. The default is All Events, but you can change this, as described onpage 248.

The icons to the left of the Events depict whether or not the Event was successful, asdescribed in the following table.

Icon IndicatesThe Event was successful (i.e., the Action wasexecuted).

The Event was not successful (i.e., the Action wasnot executed).


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FieldsUsing the Properties option in the shortcut menu (see page 222), you can select thefields you want displayed in the Event List tile. You can also sort the fields andchange the order in which they are displayed. The following table lists the fields thatare available for the Event List tile.

For information on configuring the fields, see page 242.

Event ColorYou can also configure the colors used for each event based on whether or not it wassuccessful. This allows you to glance at the tile and determine which events havefailed and/or succeeded.To configure event colors for the Event List tile:1. Select Properties from the shortcut menu (right-

click). The Properties dialog box is displayed.

2. Select the Event Color tab.


• Foreground Color: Select the foregroundcolors used to identify successful and failedevents.

• Background Color: Select the backgroundcolors used to identify successful and failedevents.


FIELD INDICATES

Status Whether the action was successful (blue checkmark) or failed (red “x”).

Date/Time The date and time that the action was fired or attempted. This is in the format MM/DD/YY HH:MM:SS.

Rule The name of the rule that was evaluated before the action was fired.

Details Why the action failed. If the action was successful, this field displays “Success.”

Error Number A number that indicates the type of error that occurred when the action was attempted. If the action was successful, this field displays “0.”

Action Attempted The action that was attempted or that succeeded.


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Changing Display TypesIntelligent Router allows you to display different rule/event types (e.g., trunk callrouting, account code entered, failed, etc.) in the Rule List/Event tile. By default, allrule/event types are displayed.To change the Rule/Event types displayed:1. Click the button on the tile’s titlebar. A list of the available Rule/Event types

appears.

2. Select the desired Rule/Event type. A check mark ( ) indicates the displayedRule/Event type. The titlebar will display your choice, and the information willupdate to reflect the Rule/Event type selected.


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Trunk List TileThis tile displays various statistics per trunk using either icons or a report list. In addi-tion to displaying information, such as the Caller ID of a call on the trunk, the tile candisplay 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 atrunk have been ringing for longer than a specified period.

This tile uses a color scheme to indicate the status of calls. For example, the back-ground color of each list item denotes whether the call active on the trunk line isinbound or outbound, while the foreground color of each item denotes whether thecall is answered, ringing, or on hold.The images in the Status field change, depending on the status of the call that is activeat the trunk, as described in the following table.

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:• General: To configure the general properties of the Trunk List tile, refer to

page 195.• 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 sta-tus of the trunks included in the list. See page 197 for configuration information.

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.


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• Call Alarms: The Trunk List tile can have an alarm applied to one or more statis-tics. If the statistic falls within a given range, the alarm is triggered. You can con-figure the alarm to flash the associated tile, play a sound, write a message to analarm log, and/or activate the Trunk List tile. Refer to page 198 for more infor-mation.

• Fields: Using the Properties option in the shortcut menu, you can select the fieldsyou want displayed in the Trunk List tile. You can also sort the fields and changethe order in which they are displayed. For information on configuring the fields,see page 200.

Call AlarmsThe Trunk List tile can have an alarm applied to one or more statistics. If the statisticfalls within a given range, the alarm is triggered. You can configure the alarm to flashthe associated tile, play a sound, write a message to an alarm log, and/or activate theTrunk 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 alsodeactivate a firing alarm by deselecting this box.

• Alarm Settings: Click this button to program the alarm settings (see the fol-lowing section). The alarm you program, however, will not fire unless youselect the Enable the alarm option.

3. Click OK when finished, or click Cancel to exit without saving changes. You arereturned to the main screen.

For information on setting alarms, see step 4 on page 73.To deactivate and/or disable the alarm, deselect the Enable the alarm option in theProperties dialog box.

FieldsUsing the Properties option in the shortcut menu, you can select the fields you wantdisplayed in the Trunk List tile. You can also sort the fields and change the order inwhich they are displayed. For information on configuring the fields, see page 242.


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Multi-Stat TileThe Multi-Stat tile displays several call summary statistics in a list format. Any filtersapplied to this tile affect all statistics on the tile, allowing you to view similar statis-tics for a given filter, such as a group of agents. Each statistic can also have an associ-ated alarm, which will notify you when the statistic falls within a certain range, andcan be used within Intelligent Router Conditions (see page 214).

To configure a Multi-Stat List tile, select Properties from the shortcut menu (right-click). 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 184.• Statistics: This page displays the currently available statistics, indicating their

color and whether or not they have an associated alarm. See page 185 for config-uration information.


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RULE AND ACTION TYPESThere are many Rule and Action Types that Intelligent Router supports. This sectionexamines the evaluation conditions and default action of each Rule and Action type.

Rule TypesThe following table lists all of the Rule types and their associated evaluation condi-tions, parameters, and default action. Unless indicated, all Rule types are evaluatedevery rule evaluation period, which defaults to 500 milliseconds.

RULE TYPE EVALUATION CONDITIONS DEFAULT ACTION

Trunk Call Routing • Trunk call segment startsand alerts or queues at adevice.

• Trunk line call segmentstarts alerting or queuing ata different hunt group.

Route the trunk call.

Trunk Call Offered • A trunk call starts and thelast alerted device is valid.

• The last alerted devicechanges for a trunk call.

Route the trunk call.

Trunk Call Recording* Trunk line call segment isanswered at a specified exten-sion or agent ID.

Record the active trunkline call.

Trunk Call Rejection Trunk line call is made from thespecified extension or agentID.

Release (end) thetrunk call.

Trunk Call Refused* Trunk line call is “refused” (e.g.,redistributed to another huntgroup member) at a specifiedextension or agent ID.

Set ACD agent state toDND.

Extension/Agent ACDState Threshold

Extension or agent exceeds aparticular time in the specifiedagent state.

Set ACD agent state.

Scheduled Evaluation time entered is met. None.Trunk Call Talk TimeThreshold

Trunk line call is answered at aspecified extension or agentID.

Send E-Mail**.

Account Code Entered

Account Code is entered by anextension or agent ID.

Update trunk call infor-mation.

Trunk Call Answered* Trunk line call is answered at adevice.

None.


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*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 227).

Trunk Call Answered* Trunk call is answered. None.Extension/Agent Idle* Device goes idle (on-hook) None.Extension/Agent OffHook or Alerting*

Agent ID or extension goes off-hook or is alerted by an inter-nal/external call.

None.

Extension/Agent ACDLog In*

Agent ID or extension performsan ACD log in.

None.

Extension/Agent ACDLog Out*

Agent ID or extension performsan ACD log out.

None.

Extension/Agent ACDState Changed*

Agent ID or extension changesACD agent state.

None.

Extension/Agent DNDChanged*

Agent ID or extension changesDND state.

None.

Extension/Agent Forwarding Changed*

Agent ID or extension changesforwarding 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 thefirst alerted device is valid.

∞First alerted device changesfor an active trunk line call.

None.

RULE TYPE EVALUATION CONDITIONS DEFAULT ACTION


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Action TypesThere are many Actions that Intelligent Router can perform. The following table listsall of the Action types and their associated function.

ACTION FUNCTION

Route Call Deflects a call to the first available device found within theextension/agent list specified.

Answer Call Answers the call at the device for which a particular Rulehas 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.Set ACD AgentState

Sets the ACD agent state at the specified device.

Send E-Mail* Sends an e-mail to a specified list of addresses.Update Trunk CallInformation

Updates the information stored internally by Server againstthe current trunk call.

Distribute Call toSkills Group

Allows the balanced delivery of trunk line calls to a “SkillsGroup,” which you or the installer should define in the devicelist.

Set Account Code Sets the specified account code at a device.Monitor Call Allows you to monitor a trunk line call at the specified

device.Dial DTMF Tones Dials DTMF digits at the specified device.Write To Text File Writes messages and information to a .txt file.Run Executable Executes the specified file on the computer running Intelli-

gent Router. This can be any executable file on a remotenetwork drive, although it would still run on the IntelligentRouter PC.

Play.WAV File Plays a.wav audio file.Transfer Call (One-Step)

Blind transfers the current call to a destination device.

Set Forward State Sets or clears the forwarding state of the specified extensionor agent ID.

Exclusive Hold Instructs the telephone system to place a call on ExclusiveHold. This holds the call at the device specified in the corre-sponding Rule.

System Hold Instructs the telephone system to place a call on SystemHold. This holds the call at the device specified in the corre-sponding Rule.


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* This action is only performed if the Router recognizes a MAPI-compliant e-mail application (see page 227).

Retrieve Call Instructs the telephone system to retrieve a held call. Thisretrieves the call at the device specified in the correspond-ing Rule.

Make Call Allows you to make a call at the specified extension or agentID.

ACTION FUNCTION


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A946/331:A

Part No. 835.2209Issue 3.11, May 2003

Documents

Call Center Suite User Guide