Avaya Call Center Reporting to Reporting for Contact Center User Manual

Upgrading from Call Center Reporting to Reporting for Contact Center BCM Contact Center Document Number: NN40010-400 Document Status: Standard Do

10 Introduction No Upload Configuration step is required in the configuration and maintenance of the Nortel Reporting for Contact Center software.

Introduction 11 Recommended Minimum PC Specification for BCM 4.0 and BCM50 2.0 Computer Platform Family IBM™ Compatible PC Microprocessor Intel® Pen

12 Introduction Note that the database will grow through time and, if the diagnostic logging option is turned on, the log files will require extra di

Introduction 13 Nortel Reporting for Contact Center is supported on a single PC only and is not intended to run on Cluster Servers like those suppor

14 Introduction Operating System Microsoft Windows 2000 Professional SP4 Microsoft Windows XP Professional SP2 Web ServerNortel Reporting for Contac

15 3 Installation Introduction This chapter describes the installation prerequisites and how to install the Nortel Reporting for Contact Center softwa

Installation 16Installing Nortel Reporting for Contact Center software By default, Nortel Reporting for Contact Center software creates a folder calle

Installation 17 If you are using the Windows 2000 or Windows XP operating system, right-click the Local Area Connection icon and then click Propertie

Installation 18 Figure 1: Download the Reporting for Contact Center Software 5. Click Download Reporting for Contact Center on the right side of the

Installation 19 Center files on the Web Host PC. Wait until the files are extracted. To cancel the extraction process, click Cancel. Figure 2: Inst

Copyright © Nortel Networks Limited 2006 All rights reserved. The information in this document is subject to change without notice. The statements, c

Installation 20This dialog box allows you to define the default language for the Login page and for the default Administrator. Click on the down arrow

Installation 21 Figure 5: InstallShield Wizard Start Dialog Box 8. The License Agreement dialog box appears. See Figure 6: License Agreement Dialog

Installation 22 Figure 6: License Agreement Dialog Box 9. If you clicked Yes in the License Agreement dialog box, the Customer Information dialog ap

Installation 23 Figure 7: Customer Information Dialog Box 10. If you clicked the Next button in the Customer Information dialog box, the Choose Des

Installation 24 Figure 8: Choose Destination Location To proceed with the installation, click Next. To cancel the installation, click Cancel. To retur

Installation 25 Figure 9: Setup Status Dialog Box 12. During installation, the message shown in Figure 10: ODBC Driver Installation Dialog appears.

Installation 26 Figure 11: MySQL 3 Port Setter Dialog On first installation of Reporting for Contact Center on a Web Host PC with MySQL 4 already ins

Installation 27 Figure 13: Database Installation Dialog Box 16. This message informs you that the installation has proceeded to MySQL database inst

Installation 28 Figure 15: Installation Complete Dialog Box 19. Before Nortel Reporting for Contact Center can operate correctly, you must restart yo

29 4 Configuration Quick Steps to Configure Nortel Reporting for Contact Center Before You Begin Ensure that the Contact Center is configured and oper

iii Table of Contents List of Figures...v Revision History...

Configuration 30 Figure 16: Login page 2. Enter the username admin, the password 0000, and click Login. The Change Password page appears. See Figur

Configuration 31 Figure 17: Change Password page 3. Ask the Customer what they would like the new password to be. The password can be from 1 to 4

Configuration 32 Figure 18: Administration Menu page The options that are available to an Administrator are listed in the navigation pane on the left

Configuration 33 Figure 19: Contact Center Connection page 5. In the IP Address/Network name field, enter the IP Address or the Network Name of th

Configuration 34CCRS is installed separately from BCM50 2.0 and the CCRS configuration tool launches as part of the CCRS installation where the User c

Configuration 35 A download status window that displays the current status of the data exchange between the Contact Center and the Reporting for Cont

Configuration 36 NN40010-400

37 5 Verification Accessing the Real Time Screens Once Nortel Reporting for Contact Center has been installed and configured this section describes h

Verification 38The Main Menu page normally seen by regular (non-Administrative) Users when they log in to Nortel Reporting for Contact Center appears.

Verification 39 Figure 23: Real Time Menu page 3. Select Call Summary click Select All, and then click Submit. The Call Summary Real Time page app

iv References...41 Index...

Verification 40 Figure 24: Real Time Call Summary page Note: The list of Skillset names on your Real Time screens reflects your Contact Center configu

41 6 References 1 Reporting For Contact Center Setup and Operations Guide (NN40040-302), Document Version 05.02, October 2006 2 Keycode Installation

References 42 NN40010-400

Index 43 7 Index A Administration Menu, 31, 32, 37 Administration Menu Page, 32 Administrator, 15, 17, 20, 30, 32, 33 Administrator Clients page, 17

Index 44R Real Time screens, 9, 15, 34, 35, 37, 38, 39, 40 Real Time Summary, 39, 40 References, 7, 41 S Statistical Data, 11, 13 SVGA, 11, 12, 13 T T

v List of Figures Figure 1: Download the Reporting for Contact Center Software ...

vi Revision History October 2006 1. Corrected embedded link to http://www.nortel.com/erc in the How to get Help section.

7 1 How to Use this Guide Introduction This guide is designed to lead you through the process of upgrading from Nortel Networks Call Center Reporting

8 How to Use this Guide How to get Help This section explains how to get help for Nortel products and services. Getting Help from the Nortel Web sit

9 2 Introduction Upgraded Product Architecture Nortel Reporting for Contact Center has undergone several major changes from Nortel Networks Reporting