CCR 1.0 User Guide Page 188
15-601130 Issue 1k (22 May 2009)IP Office
8. Miscellaneous
8.1 Multiple Roles
A user can be configure to undertake more than one IP Office Customer Call Reporter role, selecting their current role
(agent, supervisor or administrator) when they log in to the IP Office Customer Call Reporter web client. Full details are
included in the IP Office Customer Call Reporter Installation manual.
· Administrator and Supervisor
The administrator's user name is setup during IP Office Customer Call Reporter installation. If a supervisor is
added to the configuration then the user is able to login either as the administrator or as a supervisor.
· Agent and Supervisor
Agent usernames for IP Office Customer Call Reporter login use the user's name within the IP Office configuration.
If a supervisor account with the same name is created that user is able to login as either an agent or a
supervisor.
· Agent, Supervisor and Administrator
Creating an IP Office user and an supervisor account with names that match the administrator name allows that
user to login as either an agent, a supervisor or as the administrator.
8.2 Configuration Changes
Changes to the IP Office switch configuration have an immediate effect on call routing and therefore on call statistics.
However, as detailed below, it does not have an immediate effect on the agent and queue names visible in views and
reports.
The IP Office Customer Call Reporter updates its information about the queues and agents configured on the IP Office
telephone system every 5 minutes. Therefore adding, removing or renaming agents and queues do not affect views
immediately. Instead it requires users to wait up to 5 minutes and to then refresh their view by either switching to
another view and then back or by logging out and then logging in again.
Agents
· Adding an Agent to a Queue
Wait up to 5 minutes and then refresh the view.
· Removing an Agent from a Queue
Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still
included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are
still accessible within historical reporting.
· Deleting an Agent
Wait up to 5 minutes and then refresh the view. The agents contribution to the queue's performance is still
included in the queue statistics but they are not included in the view of agent statistics. The agent's statistics are
still accessible within historical reporting.
· Renaming an Agent
Wait up to 5 minutes and then refresh the view. The agent's contribution to the queue's performance is still
included in the queue statistics but the agents appears with their new name and reset statistics. The agent's
statistics within historical reporting are split appropriately between the old and new names.
Queue
· Adding a Queue
Before the new queue can be added to any view, it must first be selected in the list of queues available to a
supervisor. This is done within the supervisors account details by either the administrator or by supervisors
with self-administrator rights for their own account. Again this cannot be done until up to 5 minutes after the
new queue was added to the IP Office configuration.
· Renaming a Queue
Wait up to 5 minutes and then refresh the view. The queue name is automatically removed from the view. To add
the queue using the new name is the same as for adding a queue detailed above. The queue's statistics within
historical reporting are split appropriately between the old and new names.
· Deleting a Queue
Wait up to 5 minutes and then refresh the view. The queue name is automatically removed from the view. The
queue's statistics are still accessible within historical reporting.
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