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:

Tech_Pubs@inter-tel.com

Table of ContentsCONTENTS PAGEOverview 1

AbouSNCCCCSU

Abou

Getting SLauncUsingInstal

III

Acces

CallVieweStartiCallVi

TTBCEWSCDTST

CallVAADt Call Center Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1oftware Modules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2ew Features in 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2all Segmentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3all Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3all Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4all Modeling and Call Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4upport Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5sing Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

t This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

tarted 7hing the CD-ROM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 the CD-ROM Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8ling Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8nstall Single Product . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9nstall Disksets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9nstall Multiple Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10sing Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

r 13ng CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13ewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13itlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14uttonbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15all List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15xtension Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15indow Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16tatusline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16all Control Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17ial List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18ooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18hortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19oolbar Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19iewer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20lways On Top . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20uto Size Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20ialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Inter-Tel, Inc.

CONTENTS PAGEUsing CallViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Quick Connect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Call List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Examining Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Call Control Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CreatDispla

RealVieweStartiRealVNetwo

AM

RealVTTMS

Tiles CAERZCAMS

WorkiFAERA

UsingSPC

Custo 2002 printed in USA

ing a Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32ying a Button Macro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

r 37ng RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37iewer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37rk Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39utomatic Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39anual Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

iewer Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41ile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42ain Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42hortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43alls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44dding a New Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45diting a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46emoving a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46ooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47ut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47rranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47oving Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48etting Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

ng with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51ilter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51dding a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52diting a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61emoving a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62pplying a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63tationViewer List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63rogram StationViewer Devices and Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66ontrol Calls with the StationViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

mizing RealViewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

CONTENTS PAGEReporter 75

Starting Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Configuring Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Reporter Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Report List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76RTTMNRCDEDDCWDDD

FiltersACERA

Tariff ACEDCAS

ExporUOUUUeport Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78itlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81ain Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82etwork Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83unning Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85reating a New Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85ate/Time Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87diting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94eleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95uplicating a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95opying a Reports Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95orking with an Open Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95isplaying the Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98isplaying Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99isplaying Information on Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101ccessing the Filter Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102reating a New Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103diting a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103emoving a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104pplying Other Filter Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105ccessing the Tariff Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105reating a New Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106diting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111eleting a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111opying a Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111ssigning Tariffs to Trunk Lines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111etting the Default Tariff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112t, E-Mail, Publish, and Import . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113sing the Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113pening an Export with Installed Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117sing the E-Mail Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118sing the Publish Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118sing the Import Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Inter-Tel, Inc.

CONTENTS PAGECustomizing Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Account Codes Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Service Levels Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Durations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Call Costing Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127EL

Auto AATS

ReporterStartiConfi

ReporTTMSN

Tiles CDMGGGSEATEA

WorkiAAERMC 2002 printed in USA

rlang B/C Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128icensing Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129uto Reporter Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130uto Reporter Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133chedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Real-Time 141ng Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141guring Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Reporter RT Reporter Tile Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Reporter RT Reporter Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Reporter RT Pro Tile Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Reporter RT Pro Filter Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143ter Real-Time Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144ile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145ain Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145hortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146ode Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148alls Waiting Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148eskboard Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148ulti Stat Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149raph (Multi Stat) Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149raph Over Time Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149raph by Device Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150tationViewer Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150xtension List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151gent List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152runk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154xtension Detail Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155gent Detail Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

ng with Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156dding Tiles with the New Tile Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156dding Tiles Using Property Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158diting a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176emoving a Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176oving, Sizing, Zooming, and Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176ut, Copy, and Paste . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

CONTENTS PAGECall Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Call Now. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180Steal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Send Call To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Log In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182LEEEEEM

WorkiCusto

IntelligentOvervAbou

RCAP

PlatfoSpeci

RIntelli

SRN

IntelliTTTMS

ViewiTFAZC

E-Maiog Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183nter Free State. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183nter DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183nter Wrapup (Call) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183nter Free (E-mail) State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183nter Wrapup (E-mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184onitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

ng with Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185mizing Reporter Real-Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Router 187iew . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

t Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187ules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188onditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188ctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188laceholders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

rm Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188fications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189ecommended Hardware Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

gent Router Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190tarting Intelligent Router. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190outer Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191etwork Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192

gent Router Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194itlebar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194oolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195ile Area. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195ain Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196hortcut Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

ng Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198wo Tile View Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198our Tile View Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198rranging Tiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199ooming Tiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200opying to the Clipboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

l . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Inter-Tel, Inc.

CONTENTS PAGECustomizing Intelligent Router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Rule Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203Adding a Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Editing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213DE

FiltersF

Tiles RETM

Rule aRA 2002 printed in USA

eleting Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213nabling/Disabling Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214ilter Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215ule List Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215vent List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219runk List Tile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221ulti-Stat Tile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223nd Action Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224ule Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224ction Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Call Center Us

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OverviewABOUT CALL CENTER SUITE1er Guide

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. E-mails and other media forms can be routed based on a variety of conditions.

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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,

NewAbout Call Center Suite

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.

Features in 3.1Version 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. UsingIntelligent Router, you can view the status of different nodes.

NOTE: To be node aware, the Server software security key must be licensedfor 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 thephone system via TCP/IP instead of RS232. To connect to the phone system, youmust use a Call Processing (CP) Server, CT Gateway, or Switch Transceiver. Ifconnecting to a multi-node environment, you must connect to a CT Gateway thatis running at least version 2.0.

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

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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

Call 3er Guide

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 answeredin 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 Users Manual.

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 device

Call

Calls acounteThis w

This coCalls aas viewthis cocalculavidual

Mod

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eAbout Call Center Suite

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 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).

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 Devicere not segmented by the Server and are d as viewed from the trunks perspective. orks 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 devices perspective. This results in inaccurate statistics for transferred calls.

mbination is NOT recommended.re segmented by the Server and are counted ed from the trunks perspective. Although

mbination will return accurate statistics, the tions will be based on trunk activity; not indi-device activity. This could be confusing.

This is the default combination.*Calls are segmented by the Server and are counted as viewed from the devices 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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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.

Usin5er Guide

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: icssales@inter-tel.comPhone: 800-644-7605, ext. 60588

g 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 Users Man-ual. About This Guide

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.

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Getting StartedLAUNCHING THE CD-ROM7ser Guide

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The following instructions assume that Windows 95/98/ME/2000/NT 4.0 or later isinstalled 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 setof options: Demo: Launches an interactive demonstra-

INSTALGetting Started

tion of Call Center and its capabilities. Install Products: Displays different options

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

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

Inter-Tel on the Web: Uses your PCs browser to access the website for Inter-Tel US or 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.

LING 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 your license key in the fieldsprovided. This is located on a labelbeneath the CD-ROM envelope inyour Call Center package.

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

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

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Install Single ProductTo install a single product (module):1. Click Install Single Product in the Install

page. The screen will list the available mod-ules.

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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.

ll 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.

C:\DISKSETSCALLVIEWER

20000102500004

SERVER20000062510004

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To install disksets:1. Click Install Disksets to

start the Disksets Installa-tion. You will be promptedfor the location to installthe disksets, which is

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C:\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.

ll 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 Users 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).11ser Guide

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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.

View Manual: Displays the Call Cen-ter Users Manual in Adobe Acrobat.

Configuration Notes: Lists variousnotes designed to help you install the different products. Select one of theseoptions 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 yourPC. If you have a version that is prior to v4.05, the document may not display correctly.

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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-

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rent call, and control calls from your PC.

ING 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 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-configurationmode to attempt to automatically find the Server on your LAN. See the Users Manualfor more information.

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

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

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

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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 has

ToolCallViewer

closed down the network or if the Server has been shutdown or is not physically con-nected to the network.

barThe toolbar contains buttons that activate drop-down menus or execute an action. Youcan 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 GoDial). The button is disabled if it does not make sense to perform thisaction. If CallViewer is not connected to the Server, the button displays ared X ( ).

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 Users 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 34).

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List This area displays information about inbound and outbound calls (see page 25 fordetails). The presentation of this information can be altered by choosing theAdvanced command from the Settings menu. The call list automatically growswhen more than one call is active.

nsion 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.

Future release

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

Stat

BUTTON DESCRIPTION

Minimizes the CallViewer window.CallViewer

uslineThe 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.

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.17er Guide

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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 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 thespecified extension/group in one step (see page 30).

Places the specified call on hold and dials the specified extension/groupto 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 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 29).

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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.

ToolCallViewer

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.

tips

Tooltips display on-screen descriptions of various controls on the CallViewer windowwhen the mouse pointer pauses over them. For example, if the mouse pointer pausesover a toolbar or macro button, a one-line hint is shown to indicate the buttons opera-tion (the assigned Hotkey is also shown at the end of tooltips text if appropriate). Seepage 32 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 or Quick Connect win-dow. A list of menu items will display, as shown below.

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bar MenusMenu commands are accessed by selecting the toolbar buttons that activate Call-Viewers menus (see page 14). Or, you can access menu commands from the shortcutmenu. 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 Connectwindow, 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 Call Center Users Manual.

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CALLVIEWER SETTINGSCallViewer is a configurable application, allowing you to customize the way youinteract 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.

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

ys On TopThis setting makes the CallViewer window always appear over the top of other openapplications, 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 inthe Call Center Users Manual or the on-line Help File (press F1 key).

Size WindowThis setting makes the CallViewer window normal sized when there is call activity atyour extension and small (i.e., like a toolbar) when your extension is idle. If you arenot 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 clutterthe 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 Users Manual or the on-line Help File (press F1 key).

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

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The CallViewer window will pop up from its icon state (if minimized already) whenthere 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 calldetails.To enable this setting, select Shortcut On Events from the Settings ( ) or shortcut

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menu, 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 Users Manual or the on-line Help File (press the F1 key).

ng 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

Settings menu ( ). The DialingSettings screen is displayed.

2. Ensure Specify dial rules for thisCallViewer installation is selectedin the 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 may

Display[Internal]

[Local][Local Tol

[Long Dis

[InternatioCallViewer

require 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).

Dont 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.

Text DescriptionThe telephone number specified is less than the default number of digits thatCallViewer 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). The telephone number is to an external number within the local area.

l] The telephone number is an external number within the local area code butthat contains a prefix that requires the long distance code.

tance] The number represents an external location outside the local area, and thenumber 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.

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

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USING CALLVIEWERThis section explains how to use CallViewer on a daily basis.

Quick ConnectThe Quick Connect is a small, single-button window that you can move anywhere on23er Guide

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your desktop.

To move the Quick Connect window, click on the Quick Connect windows 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 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 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 27 for more details on how to make a call). It will also display the Call Con-trol buttons, as described on page 17.

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.

BUTTON DESCRIPTIONCallViewer

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.

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-

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Viewer. You can use the main CallViewer window instead to make and receivecalls. When CallViewer is installed, you are asked what interface you would preferto use. If Quick Connect is chosen, the CallViewer window is still displayed but ispermanently 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.

ListThe portion of the CallViewer window where the dialed or received numbers appearis the Call List area. If you are using the Quick Connect window, the Call List willpop up when a call is active (i.e., ringing or connected). If the Server recognizes anincoming 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 17 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.

Call CallViewer

To exit this screen, click Close.

Control FunctionalityThe following sections explain how to use CallViewer to make, receive, and controlcalls from your computer screen. To use CallViewers Call Control functionality, youcan use either the main CallViewer window or the Quick Connect window. You canalso 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 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 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.

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You can assign Hotkeys (see page 32) 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 is active. If you choose, however, to use Hotkeysfor call control, CallViewer will logically choose the call affected by the action. Forexample, if you use a Hotkey for retrieving a call from hold, CallViewer will searchthe call list and retrieve the first call it finds that is in the held state.

Making a CallYou can make a call using CallViewer in a number of ways, which is described 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 window.

2. Press ENTER or click (Re)Dial.

Method CUse the Quick Connect method, as described on page 23.

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 CallViewers Dialing Settings window (seethe Users 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 window. The Release action clearsall 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.CallViewer

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

window. If you choose to answer a call in this way, CallViewer will logicallychoose the call to answer (i.e., CallViewer will search the Call List and choosethe 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.29er Guide

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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 ( ) orshortcut menu. Or, click the

button by a call in thecall 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 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).CallViewer

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

from the Action ( ) orshortcut menu. Or, clickthe button by a call inthe call list. The DirectTransfer dialog box dis-plays.

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 inthe Call List. The Redi-rect Call dialog box dis-plays.

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 CallViewers call list as alerting calls; so, you can31er Guide

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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 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 window) and the Conference optionin 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 button-bar. The current call isplaced on hold, and the AddParty 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 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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CREATING A HOTKEYHotkeys 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 willwork globally across the Windows environment, even when the CallViewer windowis not the active application. CallViewer

You can assign Hotkeys to some CallViewermenu commands. Where there is an existingCallViewer Hotkey assignment to a menu com-mand, the corresponding menu item will showthe actual key sequence to the right of the item.If there is no Hotkey assigned to the menu, thetext 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.

Hotkey

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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 34), or All. The informa-tion in the list box will reflect your selection.

3. Double-click on an item in the list box, or select an item and click on Assign.33er Guide

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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 Users Man-ual.

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DISPLAYING A BUTTON MACROMacros enable the activation of other applications intelligently, using informationheld within CallViewer. For example, you could use macros to automatically searchfor a customer record in your customer database when you answer an external call.CallViewer

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 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.

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.35er Guide

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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 CenterUsers Manual or the On-line Help File (press the F1 key).

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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 Call

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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 thenumber of inbound calls currently waiting to be answered. In addition, you can filterinformation based on group, DID number, telephone number, etc.

ING 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.

IEWER 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.

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.

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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-RealViewer

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.

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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.

matic 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.RealViewer

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-

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 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.

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REALVIEWER WINDOWRealViewers main window consists of two main areas: the toolbar and the tile area.

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NOTE: If a StationViewer license is enabled, the StationViewer list is also displayed.See page 63 for more information on the StationViewer list.

barThe 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.

NOTE: The shaded toolbar buttons (above) are available only if a StationViewerlicense is enabled (see page 69 for more information).

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 viewingoptions 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.

Completes an inquiry transfer at the call control extension (see page 1-69).

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

Main Menu

ShoRealViewer

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 thetoolbar.

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 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.

rtcut 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.

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). (Notavailable 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 inStationViewer List)

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

Properties: Displays the tiles 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., toremove a tile), you must right-click on the tile you want to modify (e.g., the tile youwant to remove).

The 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 48).

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