Call Center Suite. User Guide

Call Center Suite

User Guide

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:

Table of Contents

CONTENTS

PAGE

Overview 1

About Call Center Suite . . . 1

Software Modules. . . 2

New Features in 3.1 . . . 2

Call Segmentation . . . 3

Call Modeling . . . 3

Call Filtering . . . 4

Call Modeling and Call Filtering . . . 4

Support Services . . . 5

Using Help . . . 5

About This Guide . . . 6

Getting Started 7 Launching the CD-ROM . . . 7

Using the CD-ROM Launcher . . . 8

Installing Call Center . . . 8

Install Single Product . . . 9

Install Disksets . . . 9

Install Multiple Products . . . 10

Accessing Documentation . . . 11 CallViewer 13 Starting CallViewer . . . 13 CallViewer Window . . . 13 Titlebar . . . 14 Toolbar . . . 14 Buttonbar . . . 15 Call List. . . 15 Extension Status. . . 15

Window Control Buttons . . . 16

Statusline . . . 16

Call Control Buttons . . . 17

Dial List. . . 18

Tooltips . . . 18

CONTENTS

PAGE

Using CallViewer . . . 23

Quick Connect . . . 23

Call List . . . 25

Examining Call Details . . . 26

Call Control Functionality . . . 26

Creating a Hotkey . . . 32

Displaying a Button Macro . . . 34

RealViewer 37 Starting RealViewer . . . 37

RealViewer Configuration Wizard . . . 37

Network Settings . . . 39 Automatic Configuration. . . 39 Manual Configuration . . . 40 RealViewer Window . . . 41 Toolbar . . . 41 Tile Area. . . 42 Main Menu . . . 42 Shortcut Menu . . . 42 Tiles . . . 43

Calls Waiting Tile . . . 44

Adding a New Tile . . . 45

Editing a Tile . . . 46

Removing a Tile . . . 46

Zooming Tiles. . . 47

Cut, Copy, and Paste . . . 47

Arranging Tiles . . . 47

Moving Tiles . . . 48

Setting Alarms . . . 48

Working with Filters . . . 51

Filter Manager . . . 51

Adding a New Filter . . . 52

Editing a Filter . . . 61

Removing a Filter . . . 62

Applying a Filter . . . 62

Using StationViewer . . . 63

StationViewer List . . . 63

Program StationViewer Devices and Colors . . . 66

Control Calls with the StationViewer . . . 69

CONTENTS

PAGE

Creating a New Report. . . 85

Date/Time Tab . . . 87

Editing a Report . . . 94

Deleting a Report . . . 95

Duplicating a Report. . . 95

Copying a Report’s Data . . . 95

Working with an Open Report . . . 95

Displaying the Call Summary . . . 98

Displaying Call Details . . . 99

Displaying Information on Reports . . . 100

Filters . . . 101

Accessing the Filter Manager. . . 102

Creating a New Filter . . . 103

Editing a Filter . . . 103

Removing a Filter . . . 104

Applying Other Filter Options . . . 104

Tariff Manager . . . 105

Accessing the Tariff Manager . . . 105

Creating a New Tariff . . . 106

Editing a Tariff . . . 111

Deleting a Tariff . . . 111

Copying a Tariff . . . 111

Assigning Tariffs to Trunk Lines. . . 111

Setting the Default Tariff . . . 112

Export, E-Mail, Publish, and Import . . . 113

Using the Export Wizard . . . 113

Opening an Export with Installed Applications . . . 117

CONTENTS

PAGE

Customizing Reporter . . . 124

Account Codes Tab . . . 124

Service Levels Tab. . . 125

Durations Tab. . . 126

Call Costing Tab . . . 127

Erlang B/C Tab. . . 128

Licensing Tab. . . 128

Auto Reporter . . . 129

Auto Reporter Access . . . 130

Auto Reporter Main Window . . . 131

Toolbar . . . 133

Schedules . . . 134

Reporter Real-Time 141 Starting Reporter Real-Time . . . 141

Configuring Reporter Real-Time . . . 141

Reporter RT Reporter Tile Configuration . . . 142

Reporter RT Reporter Filter Configuration . . . 142

Reporter RT Pro Tile Configuration. . . 143

Reporter RT Pro Filter Configuration . . . 143

Reporter Real-Time Window . . . 144

Toolbar . . . 144 Tile Area. . . 145 Main Menu . . . 145 Shortcut Menu . . . 146 Node Status . . . 147 Tiles . . . 148

Calls Waiting Tile . . . 148

Deskboard Tiles . . . 148

Multi Stat Tiles . . . 149

Graph (Multi Stat) Tiles . . . 149

Graph Over Time Tiles. . . 149

Graph by Device Tiles . . . 150

StationViewer Tiles . . . 150

Extension List Tile . . . 151

Agent List Tile . . . 152

Trunk List Tile. . . 154

Extension Detail Tile . . . 155

Agent Detail Tile. . . 155

Working with Tiles . . . 156

Adding Tiles with the New Tile Wizard . . . 156

Adding Tiles Using Property Sheets . . . 158

Editing a Tile . . . 176

Removing a Tile . . . 176

CONTENTS

PAGE

Enter Free State. . . 183

Enter DND . . . 183

Enter Wrapup (Call) . . . 183

Enter Free (E-mail) State . . . 183

Enter Wrapup (E-mail) . . . 184

Monitor . . . 184

Working with Filters . . . 185

Customizing Reporter Real-Time . . . 185

Intelligent Router 187 Overview . . . 187

About Intelligent Router . . . 187

Rules . . . 188 Conditions . . . 188 Actions . . . 188 Placeholders . . . 188 Platform Support . . . 188 Specifications . . . 189

Recommended Hardware Specifications . . . 189

Intelligent Router Basics . . . 190

Starting Intelligent Router. . . 190

Router Configuration Wizard . . . 191

Network Settings . . . 192

Intelligent Router Window . . . 194

Titlebar . . . 194 Toolbar . . . 195 Tile Area. . . 195 Main Menu . . . 196 Shortcut Menu . . . 196 Viewing Modes . . . 198

CONTENTS

PAGE

Customizing Intelligent Router . . . 202

Rules . . . 203 Rule Manager. . . 203 Adding a Rule. . . 204 Editing Rules . . . 213 Deleting Rules . . . 213 Enabling/Disabling Rules . . . 213 Filters . . . 214 Filter Manager . . . 214 Tiles . . . 215

Rule List Tile . . . 215

Event List Tile. . . 219

Trunk List Tile. . . 221

Multi-Stat Tile . . . 223

Rule and Action Types . . . 224

Rule Types . . . 224

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Overview

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The Call Center Suite is a third-party CTI (Computer Telephony Integration) solution provider. It links the Inter-Tel System and the computer, providing a seamless and automated 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 a computerized database and/or an automatic call distribution system. With the Call Center, you can boost efficiency, expand your business, and increase profits with the following 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 Modules

The 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.

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

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

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

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

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

New Features in 3.1

Version 3.1 supports the following new features:

• SmartSync: Automatically updates the database in Server whenever the phone system programming has changed. Updates apply to extension, agent, hunt group, and trunk line records.

• Node Awareness: Monitors different nodes in a multi-node phone system. Using Intelligent Router, you can view the status of different nodes.

NOTE: To be node aware, the Server software security key must be licensed for at least two nodes.

• StationViewer Lists: Allows you to configure RealViewer and/or Reporter Real-Time with lists that display Direct Station Selection (StationViewer) buttons. Each button then depicts the current state of the assigned extension.

NOTE: A StationViewer license is required to use the StationViewer feature.

• Direct TCP/IP Support: Allows you to connect the Call Center Server to the phone system via TCP/IP instead of RS232. To connect to the phone system, you must use a Call Processing (CP) Server, CT Gateway, or Switch Transceiver. If connecting to a multi-node environment, you must connect to a CT Gateway that is running at least version 2.0.

NOTE: Although you can still use RS232 to connect to the phone system, it is recommended that you connect via TCP/IP.

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Call Segmentation

Call Segmentation is a configurable feature within Server that improves the accuracy and details of real-time and historic call reporting. Some of the improvements that Call 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 of Reporter, 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 corresponding call.

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

• Detailed Hunt Group Call Measurement: Call Segmentation gives you more detailed reporting against hunt group devices. For example, a trunk line call can be answered by an agent within one hunt group and then transferred by that agent to a different hunt group. The caller could then abandon the call while waiting in the 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 separate waiting times associated with the different hunt groups. Call Segmentation tracks these 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 for different devices on the telephone system.

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

For detailed information on Call Segmentation, see the Call Center User’s Manual.

Call Modeling

Call 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 Server

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Call Filtering

Call Filtering is a feature provided in Reporter and Reporter Pro, RealViewer, and Intelligent 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, what DID number the call used to access the switch, etc. You can also filter calls by device or 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 are handled 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 that are transferred, diverted, etc.).

Filtering calls by device, on the other hand, results in a slower processing of call records. Reports, however, are device-based and include accurate statistics for calls handled 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 Filtering

How a call is modeled may affect filtering capabilities. The following table will help you 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 prevents any confusion when running reports or viewing RealViewer tiles.

Filter By Trunk Filter By Device

Calls 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 hunt groups.

• There are multiple CRAs (and IVR).

• Calls are transferred.

• Many devices handle one trunk call.

Mode l By T runk Mod el By De vice

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Support Services

If you have questions about any of the Call Center Suite products, refer to this manual or the 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. of the 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 with Call Center Suite, and it is recommended that you install it on the computer running Server.

Customers performing their own Custom Macro development may obtain Technical Support 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]

Phone: 800-644-7605, ext. 60588

Using Help

Help is a complete on-line reference tool you can use at any time. Help is especially useful if you require information quickly or if the manual is not available. When the application 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 all of the Call Center modules.

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This guide contains basic instructions for using the Call Center modules. For more detailed information and expanded procedures, refer to the Call Center User’s Man-ual.

This user guide contains information of the following modules: • CallViewer

• RealViewer

• Reporter w/Auto Reporter • Reporter Real-Time • Intelligent Router

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Getting Started

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CD-ROM

The following instructions assume that Windows 95/98/ME/2000/NT 4.0 or later is 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).

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AUNCHER

The Launcher presents you with the following set of options:

• Demo: Launches an interactive demonstra-tion of Call Center and its capabilities. • Install Products: Displays different options

for installing the Call Center modules (see the next section).

• View Documentation: Displays the avail-able Call Center documentation, and allows you to install Adobe Acrobat Reader (see page 11).

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

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.

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To install one or more Call Center modules from the CD-ROM:

1. Click Install Products from the first page of the Launcher. The License page displays.

2. Enter your license key in the fields provided. This is located on a label beneath the CD-ROM envelope in your Call Center package.

The license key comes in two parts, separated by a hyphen. Enter the first four digits of the license key in the first field and the second four digits in the second field.

3. Click Next. The license key will be validated. If your license is invalid, an error message will appear. If the license is valid, the Install page displays. This page allows you to install a single product, disksets, or multiple products, as described in the following sections.

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Install Single Product

To install a single product (module):

1. Click Install Single Product in the Install page. The screen will list the available mod-ules.

2. Select the product you want to install. The installation program for that product will start. When the installation is finished, you are returned to this page of the CD-ROM Launcher.

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.

Install Disksets

This option allows you to copy all of the instal-lation programs on the CD to a folder on your local hard disk or network share. The installa-tion programs will be installed to this folder in separate sub-folders, where each folder indicates the appropriate install. For each product, there is an additional subfolder named after the version of this installation. This allows you to install several sets of disks over time. An example folder structure would be similar to the one on the 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. C:\DISKSETS CALLVIEWER 2000010 2500004 SERVER 2000006 2510004

GE TTING ST AR TED To install disksets:

1. Click Install Disksets to start the Disksets Installa-tion. You will be prompted for the location to install the disksets, which is

C:\Disksets by

default.

2. Click Browse to change the default folder. This opens the standard Win-dows browser for finding folders and files.

3. Click Next to install the disksets.

Install Multiple Products

If you need to install several modules on one computer, this option will not require you to restart your computer several times.

To install multiple products:

1. Click Install Multiple Products. The installation program will launch.

2. Select the products you want to install (a checkmark appears), as shown on the right.

3. Click Next. Each of the selected products are installed one after the other (as if you had selected the corresponding single product installation).

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

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OCUMENTATION

The CD-ROM contains the Call Center User’s Manual, which is stored in Adobe Acrobat format. You need the Acrobat Reader installed on your computer to be able to successfully read this document. (The Acrobat Reader can be installed from the CD-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 have this application on your PC.

• View Manual: Displays the Call Cen-ter User’s Manual in Adobe Acrobat. • Configuration Notes: Lists various

notes designed to help you install the different products. Select one of these options to open the document in Adobe 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 your PC. If you have a version that is prior to v4.05, the document may not display correctly.

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CallViewer

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

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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 will start.

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-configuration mode to attempt to automatically find the Server on your LAN. See the User’s Manual

for more information.

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When you start CallViewer, the main window displays, as shown below.

NOTE: Your CallViewer window may have less functionality if you have not purchased a version of Server that is licensed for call control.

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Titlebar

The titlebar is the rectangular region at the top of the window. It displays the name of the 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/to your extension device. CallViewer may be Off-Line if your network supervisor has closed down the network or if the Server has been shutdown or is not physically con-nected to the network.

Toolbar

The toolbar contains buttons that activate drop-down menus or execute an action. You can use the options in these menus to configure CallViewer or perform special tasks. 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 “Go Dial”). The button is disabled if it does not make sense to perform this action. If CallViewer is not connected to the Server, the button displays a red X ( ).

You can change the method that CallViewer uses to “grab” telephone numbers from another Windows application by changing the Go Dial Method setting in the Dialing Settings window (see the User’s Manual).

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Buttonbar

The buttonbar contains the configurable button macros. Your supervisor or manager should have already configured these to automate various tasks. However, you can program which buttons are displayed (refer to the Displaying A Button Macro section on page 34).

Call List

This area displays information about inbound and outbound calls (see page 25 for details). The presentation of this information can be altered by choosing the Advanced command from the Settings menu. The call list automatically “grows” when more than one call is active.

Extension Status

To 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 Buttons

These buttons affect the CallViewer window, as described in the table below.

Statusline

The statusline is located at the bottom of the window. It indicates the status of your telephone extension when there is call activity and tells you what CallViewer is doing when operations are being performed. In addition, when the mouse pointer is moved over the toolbar buttons, macro buttons, and other CallViewer controls, the statusline displays their function.

BUTTON DESCRIPTION

Minimizes the CallViewer window. Maximizes the CallViewer window.

Restores the CallViewer window to toolbar size. Exits CallViewer.

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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 a specific 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 28). Answers the specified call that is alerting your extension (see page 28). Places the specified call on individual hold (see page 28).

Places the specified call on System Hold (see page 28).

Directly transfers an answered call or redirects an alerting call to the specified extension/group in one step (see page 30).

Places the specified call on hold and dials the specified extension/group to make a consultation call for a call transfer (see page 29).

Transfers the specified call on hold to the party at the distant end of the current call. Basically, this button is used to complete a call transfer. It is provided so that you can choose the call to transfer to the party at the other end of a consultation call if there is more than one call on hold at an extension (see page 29).

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Dial List

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

This combo box shows the last 20 inbound or outbound calls made or received by your extension. You can select an item in the list and click the (Re)dial button to call the specified party.

The picture in the first column of the list depicts the direction of the individual, as shown below.

Tooltips

Tooltips display on-screen descriptions of various controls on the CallViewer window when the mouse pointer pauses over them. For example, if the mouse pointer pauses over a toolbar or macro button, a one-line hint is shown to indicate the button’s opera-tion (the assigned Hotkey is also shown at the end of tooltip’s text if appropriate). See page 32 for information about Hotkeys.

BUTTON DESCRIPTION

An inbound call. An outbound call.

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Shortcut Menu

The shortcut menu provides a shortcut to commonly used commands or menus accessed via the toolbar.

To activate the shortcut menu, right-click on the CallViewer or Quick Connect win-dow. A list of menu items will display, as shown below.

Toolbar Menus

Menu commands are accessed by selecting the toolbar buttons that activate Call-Viewer’s menus (see page 14). 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 window, whether or not to display the Quick Connect window, what options Quick Connect will display, etc.

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ETTINGS

CallViewer is a configurable application, allowing you to customize the way you interact with the software and the way CallViewer interacts with other applications. You can also configure various other features such at the Hotkeys and the Quick Con-nect window.

The following section describe how to configure a few of the settings in CallViewer. For complete information about other settings, see the User’s Manual.

Always On Top

This setting makes the CallViewer window always appear over the top of other open applications, even when CallViewer 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 in

the Call Center User’s Manual or the on-line Help File (press F1 key).

Auto Size Window

This setting makes the CallViewer window normal sized when there is call activity 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 rec-ommended that you enable this setting so that the CallViewer window does not clutter the screen when calls are not being handled.

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

NOTE: For more information on the Window Settings, refer to the CallViewer section in

the Call Center User’s Manual or the on-line Help File (press F1 key).

NOTICE

Refer to the CallViewer chapter in the Call Center User’s Manual or the on-line Help File(press F1 key) for detailed information on other settings such as Window, Advanced, and Network Settings.

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The CallViewer window will pop up from its icon state (if minimized already) when there is call activity at your extension. If you are not using the Quick Connect win-dow as your main interface to CallViewer, you should enable this setting so that acci-dental minimization of the CallViewer window will not inhibit you from viewing call details.

To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut menu, or enable this option in the Window Settings menu.

NOTE: For more information on the Window Settings, refer to the CallViewer section in

the Call Center User’s Manual or the on-line Help File (press the F1 key).

Dialing Settings

Because not all area codes require the long distance dialing code (e.g., 1), you should configure CallViewer to automatically identify which outgoing calls are toll calls. With dial rules, you can ensure the application inserts the long distance dialing code for 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 Settings menu ( ). The Dialing Settings screen is displayed.

2. Ensure Specify dial rules for this CallViewer installation is selected in the Dial Rules section.

NOTE: Calculate dial rules via Server should not be selected. It is valid only for the UK.

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

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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 may require the long distance code. You can enter partial prefixes to indicate a range (e.g., 8* would indicate 800-899).

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

• Don’t dial long distance code:

Enter a comma-separated list of area codes that do not require the long distance code (e.g., 623,602).

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

• Replace the ‘+’ character with the international dialing code: Select this option 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 are returned to the Dialing Settings screen.

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 the telephone 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 of digits 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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This section explains how to use CallViewer on a daily basis.

Quick Connect

The Quick Connect is a small, single-button window that you can move anywhere on your 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 shown over all other normal application Windows.

NOTE: The Grab Telephone Number ( ) button may be disabled (grayed-out) if you have 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 win-dow 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 characters detected in the highlighted text string are ignored, and the number is dialed from your extension.

When you make and receive calls at your extension, the Quick Connect displays call information as a shortcut Call List in a small tooltip-like window, as shown below (see page 27 for more details on how to make a call). It will also display the Call Con-trol buttons, as described on page 17.

Grab Telephone

Number Button

Titlebar

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The button displayed in the Quick Connect window may change, depending on whether 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” telephone numbers from another Windows application by changing the Go Dial Method set-ting in the Dialing Setset-tings window.

ALSO: You do not have to use the Quick Connect as your interface to Call-Viewer. You can use the main CallViewer window instead to make and receive calls. When CallViewer is installed, you are asked what interface you would prefer to use. If Quick Connect is chosen, the CallViewer window is still displayed but is permanently minimized. You can change the way CallViewer is used later by mod-ifying the settings in the Window Settings and/or the Quick Connect Settings win-dow.

Call List

The portion of the CallViewer window where the dialed or received numbers appear is the Call List area. If you are using the Quick Connect window, the Call List will pop up when a call is active (i.e., ringing or connected). If the Server recognizes an incoming or outgoing call number, this area will display details pertaining to that caller. 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 Call List. These allow you to place the call on hold, drop the call, transfer the call, etc. (see page 17 for details).

NOTE:

BUTTON DESCRIPTION

An unanswered outbound call. An unanswered inbound call. The call has been answered. The call is on hold.

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Examining Call Details

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

To exit this screen, click Close.

Call Control Functionality

The following sections explain how to use CallViewer to make, receive, and control calls from your computer screen. To use CallViewer’s Call Control functionality, you can use either the main CallViewer window or the Quick Connect window. You can also use the Hotkeys (see page 32) or the shortcut menu (see page 19).

NOTE: Call Control functionality is only enabled if CallViewer is connected to the Server and the Call Control Enabled menu item in the Settings menu is checked. Call Control 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 Operation

Before you use CallViewer for call control, ensure the titlebar does not display Off-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 Assignments

You can assign Hotkeys (see page 32) to the different call control functions, such as dial, answer, transfer, etc. These allow you to perform the call control action while an application other than CallViewer is active. If you choose, however, to use Hotkeys for call control, CallViewer will logically choose the call affected by the action. For example, if you use a Hotkey for retrieving a call from hold, CallViewer will search the call list and retrieve the first call it finds that is in the held state.

Making a Call

You can make a call using CallViewer in a number of ways, which is described below.

Method A

1. From the Action menu ( ) or the shortcut menu, click Dial. The Dial window displays, as shown on the right.

2. Enter the extension, group, or external

telephone 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 B

1. 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 window.

2. Press ENTER or click (Re)Dial.

Method C

Use the Quick Connect method, as described on page 23.

NOTE: When you make a call by dialing an external telephone number, you do not

need 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 dial

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Dropping a Call

To drop all calls at your extension, select Release from the Action ( ) or shortcut menu. Or, click Release on the main CallViewer window. The Release action clears 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 Call

To 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 window. If you choose to answer a call in this way, CallViewer will logically choose the call to answer (i.e., CallViewer will search the Call List and choose the first call it finds that is not in the answered state).

Placing a Call On Individual Hold

To place a call on Individual Hold at your extension, select Individual Hold from the Action ( ) or shortcut menu. Or, click the button by an unheld call in the Call List.

Placing a Call On System Hold

To place a call on System Hold at your extension, select System Hold from the Action ( ) or shortcut menu. Or, click the button by an unheld call in the Call List.

Retrieving a Call On Individual Hold

To retrieve a call that is individually held at your extension, select Retrieve From Hold from the Action ( ) or shortcut menu. Or, click the button by a held call in the Call List.

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Retrieving a Call On System Hold

To retrieve a system-held trunk line call, select Retrieve From Hold to retrieve a call at 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 trunk line device of the corresponding call as the dial string.

Transferring a Call Using Inquiry Transfer

The Inquiry Transfer function performs two operations in one: first, you are prompted to dial another extension or telephone number; second, the current call is placed on Individual Hold while the transfer destination is ringing. This allows you to verify that 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 shortcut menu. Or, click the button by a call in the call list. The Inquiry Trans-fer dialog box displays.

2. Enter the destination

num-ber in the box provided, or use the drop-down box to select an existing numnum-ber.

3. Click OK to place the active call on hold and dial the specified number. Or, click Cancel 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 the inquiry transfer.

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Transferring a Call Using Direct Transfer

A 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 immediately completes the transfer (i.e., the person at the distant end will hear the call ringing at the destination number).

To directly transfer any answered or unheld external outbound call:

1. Select Transfer/Redirect from the Action ( ) or shortcut menu. Or, click the button by a call in the call list. The Direct Transfer dialog box dis-plays.

2. Enter the extension or number of the destination where you want to directly transfer 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 to the 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 Call

This feature allows you to redirect an incoming external call to another destination before 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 ( ) or shortcut menu. Or, click the button by an exter-nal, unanswered call in the Call List. The Redi-rect Call dialog box dis-plays.

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

This feature is incredibly useful if a DID number rings directly to your extension and is configured to queue (or camp-on) if your extension is already busy. In this case, camped-on calls show in CallViewer’s call list as alerting calls; so, you can use the Transfer/Redirect feature to send such calls directly to your operator (receptionist) or even straight to your voice mail box.

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

Conferencing Calls

The Conference allows you to establish a multi-party conference call. When there are any answered calls or an external outbound call at your extension, the Conference button (right of the buttonbar on the CallViewer window) and the Conference option in the Action or shortcut menu become enabled.

To establish a conference call while on a call:

1. Select Conference from the Action ( ) or shortcut menu, or click the Confer-ence button in the button-bar. The current call is placed on hold, and the Add Party dialog 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 the active 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).

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

You can assign Hotkeys to some CallViewer menu commands. Where there is an existing CallViewer Hotkey assignment to a menu com-mand, the corresponding menu item will show the actual key sequence to the right of the item. If there is no Hotkey assigned to the menu, the text may show [None].

To create or change a Hotkey:

1. Select Hotkeys from the Settings ( ) or shortcut menu. The Hotkey Manager screen displays, as shown below.

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2. Use the drop-down box in the View Hotkey Assignments For field to select the type of action associated with the Hotkey you want to assign. Your choices are Operations (i.e., commands), Button Macros (see page 34), or All. The informa-tion in the list box will reflect your selecinforma-tion.

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 New Key Sequence text box, by default. If a Hotkey, however, is disabled, you must select 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 saving changes.

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 User’s

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Macros enable the activation of other applications intelligently, using information held within CallViewer. For example, you could use macros to automatically search for a customer record in your customer database when you answer an external call. 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 these buttons, up to 12, are displayed on the CallViewer 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.

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3. Double-click on the desired macro, or use the Up/Down keys to select a button and 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 the

Macro Reference Guide section in the CallViewer chapter of the Call Center

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RealViewer

The RealViewer is an application that shows real-time call statistics, enabling you to see current details against all or selected call criteria on the telephone system.

Using RealViewer, you can view statistics, such as the Longest Waiting Inbound Call Today, 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 the number of inbound calls currently waiting to be answered. In addition, you can filter information based on group, DID number, telephone number, etc.

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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.

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If this is the first time RealViewer has been run after installation, the RealViewer Configuration Wizard will run. It will also run if your saved settings are deleted. This wizard will help you locate a Server if one cannot be found, and it will ask you some simple 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 automatically list the CTI Servers available on the same computer network. You may have to wait several minutes while RealViewer interrogates the computer network. Select the CTI Server to connect, then click Next.

• RealViewer Style: Select the style of RealViewer that you want to create, and click 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.

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• Type of Calls: Select the type of call traffic to measure, and click Next. You have the 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 Nextto continue.

— If you selected Show statistics for an individual in the RealViewer Style screen, enter your extension number and the hunt group to which you belong, if applicable. To measure inbound calls, enter the actual group num-ber that is programmed in the telephone system. For outbound calls, specify the 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 extension field blank, but you must enter the appropriate value(s) into the Your group field.

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

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For the product to obtain real-time information for Server, it must be able to locate a CTI Server (Server).

To connect to a Server, select the Network option from the main menu, or click the Network option button ( ). The Network Settings screen displays, as shown below.

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

Automatic Configuration

To 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 a CTI Server and the information in this screen is updated, click OK to exit this screen and save the changes. To cancel unwanted changes, click Cancel.

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Manual Configuration

To manually setup the CTI Server network information for TCP/IP:

1. Enter the network name of the CTI Server in the Serverfield. 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 UNC form (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 Path field and have Server provide the database path when the network connection is established, 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 used by the Server.

To manually setup the CTI Server network information for NetBIOS:

1. Enter the network name of the CTI Server in the Serverfield. This name will nor-mally be similar to “CTISERVER1.”

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 UNC form (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 Path field and have Server provide the database path when the network connection is established, 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 used by the Server.

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RealViewer’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 63 for more information on the StationViewer list.

Toolbar

The toolbar contains a number of buttons that let you control RealViewer. Some of these 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 45).

Displays the Filter Manager for creating and editing filters (see page 51). Displays the Options dialog (see page 70).

Displays the Network Settings dialog (see page 39).

Repositions the open tiles in a particular style. There are several different viewing options that are available through the drop-down menu. (see page 47). Answers the call that is currently alerting the call control extension.

Either places the call on hold or retrieves a held call at the call control extension. Drops all calls at the call control extension.

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Tile Area

The Tile Area is a container for all tiles. Tiles are automatically arranged for you in the order that they were created.

Main Menu

To 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 51). This is the same as clicking the Filter Manager button ( ) in the toolbar.

• Options: Displays the Options dialog, allowing you to configure global options (see page 70). This is the same as clicking the Options button ( ) in the toolbar. • Network: Displays the Network Settings dialog (see page 39), allowing you to configure the network connection to the CTI Server (Server). This is the same as clicking 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 Menu

You 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 StationViewer list.

You have the following options:

• Zoom: Enlarges the selected tile (see page 47). 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.

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• Cut: Cuts the selected tile and copies it to the clipboard (see page 47). (Not available in StationViewer List)

• Paste: Inserts the tile currently stored in the clipboard (see page 47). (Not avail-able in StationViewer List)

• Copy: Copies the selected tile to the clipboard (see page 47). (Not available in StationViewer List)

• Remove: Removes the tile from the Tile Area (see page 46). (Not available in StationViewer List)

• Properties: Displays the tile’s current settings (see page 46).

• Add Tile: Allows you to add a tile (see page 45). 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., to remove a tile), you must right-click on the tile you want to modify (e.g., the tile you want to remove).

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The building block of RealViewer is the tile (called a Deskboard tile), as shown below.

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 include a 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 stasta-tistic falls within a certain range (see page 48).

Caption

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Calls Waiting Tile

Before 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 looking for Calls Waiting on a hunt group. Putting the hunt group number in the ACD Hunt Groups tab is not enough; the hunt group must still be in the Call First Rang At Extension/Group field on the Call Route Tab.

• Call Segmentation: If Call Segmentation is disabled, there can only be one device that is considered “first rung.” Therefore, if a call is recalled to a different hunt group, Calls Waiting would show “0” for the second hunt group because the first hunt group is considered “first rung.” If Call Segmentation is enabled, each call 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 RWait-ingWait-ing will decrease durWait-ing Announcement and Overflow messages unless the application numbers and Voice Mail devices are entered in the Extensions section of Data Manager in Server. Each of these must also have the Yes, this device is treated as ‘not yet answered’ and Yes, this device is treated as ‘not yet rung’ flags enabled.

See the User’s Manual for more information about the flags associated with the Calls Waiting tile.