*** CONFIDENTIAL ***© Toshiba Corporation 2008 Confidential

Creating real time screen layouts

Real time screens

In this session you will learn how..

Create a new screen template

Modify real time windows within a template

Managing the many templates available

Creating New Layouts

To create a new real time window you can either copy an existing one or start with a blank one.

New Icon Copy Icon

Template List Box

Creating New Layouts

In either case you will need to name the template

Creating New Layouts

Now you will want to add new real time windows to the new template you have created.

Use the new icon or copy icon if you want to copy an existing one

New real time window Copy real time window

Window Types

There are a number of types of real time windows to chose from depending on your needs: Status Windows Statistics Windows Large Character Windows Calls in Queue Graphical Display Wait Time Graphical Display

Status Displays

Here’s an example of one of the four status displays showing the status of the queue. We can see that there are three agents

logged on to the queue; one, (AP) is Busy on a Non ACD call, one (DS) is busy on an incoming ACD call and the third

has an ACD call ringing on his phone

Status Displays

When you have added the status window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Status Displays

This area allows you to select from the

configured groups available

Status Displays

The other three status displays show the status of: Lines

Agents

Extensions

Statistics Windows

Here’s an example of one of the ten statistics displays windows showing some basic agent statistics.

We can see six user definable parameters available as both daily and interval statistics

Statistics Windows

When you have added the statistics window you can right click

with the mouse to view and change the

properties of the window and change

the header and content fonts

Statistics Windows

This area allows you to select from the

configured groups available

Statistics Windows

This area allows you to select from the

Parameters Available and add them to the

Displayed Parameters

Statistics Windows

Click on the Alternative button to rename the field. This new text will appear in the place of the default

text in the real time display window

Statistics Windows

Type in your preferred name for the parameter

and then click OK

Statistics Windows

The other nine statistics displays show the status of:Lines and Line Groups

Agent Groups

Extensions and Extension Groups

Queue and Queue Groups

DID’s and DID Groups

Large Character Windows

Here’s an example of a couple of the 700+ large character windows showing calls in queue and wait time for a sales

group. The red window on the right indicates that an alarm has been

triggered

Large Character Windows

When you have added the large character window you can right click with the mouse to view and change the properties of the window and change the header and content fonts

Large Character Windows

Select the device type (lines, DID’s agents etc.) from the top list

box and then the device or device group name from the second

list box

Large Character Windows

Select the parameter you want to display

and then type the label text which will appear within the box at the

top.

Large Character Windows

These two check boxes control whether the

Window caption (Blue header with white text)

is visible and the second one locks the window in position

Calls in Queue Graph

Here’s an example of a Calls in Queue Graphical window showing calls in queue across a number of queues.

Both Admin and Accounts queues have one call waiting whilst the other two queues are idle

Calls in Queue Graph

When you have added the window you can right click with the mouse to view and

change the properties of the window and

change the header and content fonts

Calls in Queue Graph

Here you can select the device type to monitor (queues, line groups etc.) and the specific

group names

Calls in Queue Graph

This area controls whether the bar is

vertical or horizontal, the height of the bar and the gap between

bars and finally whether the name of

the bar appears inside the bar

Calls in Queue Graph

This area determines whether the monitored

calls are ACD, Non ACD or both

Wait Time Graph

Here’s an example of a Wait Time Graphical window showing the wait time of calls in queue across a number of

queues. Both Admin and Accounts queues have calls waiting whilst

the other two queues are idle

Wait Time Graph

When you have added the window you can right click with the mouse to view and

change the properties of the window and

change the header and content fonts

Wait Time Graph

Here you can select the device type to monitor (queues, line groups etc.) and the specific

group names

Wait Time Graph

This area controls whether the bar is

vertical or horizontal, the height of the bar and the gap between

bars and finally whether the name of

the bar appears inside the bar

Wait Time Graph

This area determines whether the monitored

calls are ACD, Non ACD or both

Managing Templates

Select the Template from the drop down list box and that will become the active

template

Managing Templates

As an alternative to using the drop down list box frequently used layouts can be added to the Favorites Toolbar. The toolbar is floating but is normally anchored above the status bar and the

bottom of the screen

Managing Templates

The Favorites toolbar is context sensitive so the top picture shows that you can add a screen

which is not already in Favorites whereas the bottom shot shows an existing layout can be removed if required

Add Template

Remove Template

Other Icons on the Toolbar

Sends a message to the wallboard or inView

Opens the Configurator

Deletes a templateOpens the Reporter

Other Icons on the Toolbar

F1 Activates the Help FilePops up the Alarms window

Configuring the wallboards. This is grayed out if there is no

wallboard