Miscellaneous 1 Multiple Roles

A user can be configure to undertake more than one IP Office Customer Call Reporter role, selecting their current role (agent, supervisor or administrator) when they log in to the IP Office Customer Call Reporter web client. Full details are included in the IP Office Customer Call Reporter Installation manual.

· Administrator and Supervisor

The administrator's user name is setup during IP Office Customer Call Reporter installation. If a supervisor is added to the configuration then the user is able to login either as the administrator or as a supervisor.

· Agent and Supervisor

Agent usernames for IP Office Customer Call Reporter login use the user's name within the IP Office configuration.

If a supervisor account with the same name is created that user is able to login as either an agent or a supervisor.

· Agent, Supervisor and Administrator

Creating an IP Office user and an supervisor account with names that match the administrator name allows that user to login as either an agent, a supervisor or as the administrator.

8.2 Configuration Changes

Changes to the IP Office switch configuration have an immediate effect on call routing and therefore on call statistics.

However, as detailed below, it does not have an immediate effect on the agent and queue names visible in views and reports.

The IP Office Customer Call Reporter updates its information about the queues and agents configured on the IP Office telephone system every 5 minutes. Therefore adding, removing or renaming agents and queues do not affect views immediately. Instead it requires users to wait up to 5 minutes and to then refresh their view by either switching to another view and then back or by logging out and then logging in again.

Agents

· Adding an Agent to a Queue

Wait up to 5 minutes and then refresh the view.

· Removing an Agent from a Queue

Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.

· Deleting an Agent

Wait up to 5 minutes and then refresh the view. The agents contribution to the queue's performance is still included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are still accessible within historical reporting.

· Renaming an Agent

Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still included in the queue statistics but the agents appears with their new name and reset statistics. The agent's statistics within historical reporting are split appropriately between the old and new names.

Queue

· Adding a Queue

Before the new queue can be added to any view, it must first be selected in the list of queues available to a supervisor. This is done within the supervisors account details by either the administrator or by supervisors with self-administrator rights for their own account. Again this cannot be done until up to 5 minutes after the new queue was added to the IP Office configuration.

· Renaming a Queue

Wait up to 5 minutes and then refresh the view. The queue name is automatically removed from the view. To add the queue using the new name is the same as for adding a queue detailed above. The queue's statistics within historical reporting are split appropriately between the old and new names.

· Deleting a Queue

Wait up to 5 minutes and then refresh the view. The queue name is automatically removed from the view. The queue's statistics are still accessible within historical reporting.

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Miscellaneous: Configuration Changes

8.3 Troubleshooting

Reports/Graph/Help Do Not Appear

Using these options requires the browser to allow pop-up windows. If they do not appear when selected, the browser may have been configured to block pop-up windows.

· Most browsers can be configured to either allow all pop-ups, to allow pop-ups from a particular web server or to prompt whenever a pop-up windows attempts to open.

· Additional software other than the browser, for example some PC firewall software and ad-blocker software, may also stop pop-up windows and may need to be configured to allow pop-up windows for the IP Office Customer Call Reporter server address.

Part of a View Goes Gray

When a web client is displaying a view of queue and agent statistics and alarms, it is regularly polling the IP Office Customer Call Reporter server for updated data. The statistics in views are updated approximately every 2 seconds.

If the background of any section of a view goes grey with no data, it indicates that there has been an excessive delay in receiving updated data.

· If this is not a regular event then no action is required, the web client view will update automatically.

· If this occurs frequently inform your administrator or maintainer.

View is Blank

There are a number of reasons why a view may be blank:

· No content has been setup for the view by the administrator or supervisor.

· For an agent the view will be blank if it does contain any queues of which they are also a member.

"Connection to the server has been lost. Realtime statistics might be out of date"

Message

This message indicates that connection may have been lost. For example the system administrator may have restarted some part of IP Office Customer Call Reporter. Refreshing the browser view should correct the web client.

Glossary