CCR 1.0 User Guide Page 3
15-601130 Issue 1k (22 May 2009)IP Office
Contents
Contents
Introduction1.
..................................................................... 101.1 Key Terms
..................................................................... 121.2 Client PC Requirements
..................................................................... 131.3 Logging In
..................................................................... 151.4 Changing Your Password
..................................................................... 161.5 Forgotten Passwords
..................................................................... 171.6 Additional Help
..................................................................... 181.7 Logging Off
Supervisor2.
..................................................................... 222.1 Logging In
..................................................................... 242.2 Editing a View
..................................................................... 272.3 Using a View
..................................................................... 282.4 Statistic Colors
..................................................................... 292.5 Alarms and Warnings
..................................................................... 302.6 Resetting View Statistics
..................................................................... 312.7 Graph View
..................................................................... 322.8 Account Details
Statistics3.
..................................................................... 383.1 Available Statistics
..................................................................... 393.2 Agent State (Queue)
..................................................................... 413.3 Agent State (Queue) Time
..................................................................... 423.4 Agent State (System)
..................................................................... 453.5 Agent State (System) Time
..................................................................... 463.6 Agents ACW
..................................................................... 473.7 Agents Available
..................................................................... 483.8 Agents Call Share
..................................................................... 493.9 Agents Logged On
..................................................................... 503.10 Agents Present
..................................................................... 513.11 Agents Ringing
..................................................................... 523.12 Answered Calls
..................................................................... 533.13 Answered External (Non-Queue)
..................................................................... 543.14 Answered Internal (Non-Queue)
..................................................................... 553.15 Answered Internal (Queue)
..................................................................... 563.16 Average Answer %
..................................................................... 583.17 Average Answer Time
..................................................................... 603.18 Average Wait Time
..................................................................... 613.19 Busy Not Available
..................................................................... 623.20 Calls Waiting
..................................................................... 633.21 Current Wait Time
..................................................................... 643.22 Grade of Service
..................................................................... 663.23 Internal Made
..................................................................... 673.24 Longest Wait Time
..................................................................... 683.25 Lost Calls
..................................................................... 703.26 New Messages
..................................................................... 713.27 No Answer
..................................................................... 723.28 Outbound Calls (External)
..................................................................... 733.29 Overflowed Answered
..................................................................... 743.30 Overflowed Calls
..................................................................... 763.31 Overflowed Calls Waiting
..................................................................... 783.32 Overflowed Lost
..................................................................... 803.33 Queue State
..................................................................... 813.34 Queue State Time
..................................................................... 823.35 Routed to Other
..................................................................... 833.36 Routed to Voicemail
..................................................................... 843.37 Transferred
..................................................................... 853.38 Statistic Summary
Reports4.
..................................................................... 944.1 Creating Reports
..................................................................... 974.2 Running Manual Reports
..................................................................... 984.3 Scheduling Reports
..................................................................... 994.4 Modifying a Report
..................................................................... 994.5 Deleting a Report
..................................................................... 1004.6 Standard Report Templates
............................................................................ 1014.6.1 Agent Summary Report
............................................................................ 1024.6.2 Alarm Report
............................................................................ 1034.6.3 Call Details Report
............................................................................ 1064.6.4 Call Summary Report
............................................................................ 1084.6.5 Trace Report
............................................................................ 1094.6.6 Voicemail Report
Agent5.
..................................................................... 1145.1 Logging In (Quick Start)
..................................................................... 1155.2 Viewing Statistics
..................................................................... 1165.3 Statistic Colors
..................................................................... 1175.4 Graph View
..................................................................... 1185.5 Agent Phone Controls
............................................................................ 1195.5.1 Logging In
............................................................................ 1205.5.2 Logging Out
............................................................................ 1215.5.3 After Call Work
............................................................................ 1225.5.4 Busy Not Available
............................................................................ 1235.5.5 Enable/Disable Membership
............................................................................ 1245.5.6 Phone Manager Controls
Administrator6.
..................................................................... 1276.1 Logging In
..................................................................... 1296.2 Controlling Supervisor Accounts
..................................................................... 1326.3 Amending Supervisor Views
..................................................................... 1356.4 Copying a Supervisor Account
..................................................................... 1366.5 System Settings
..................................................................... 1396.6 Diagnostics
Call Scenarios7.
..................................................................... 1437.1 Queue Calls
............................................................................ 1437.1.1 Queue Call Answered by 1st Agent
............................................................................ 1447.1.2 Queue Call Answered by 2nd Agent
............................................................................ 1457.1.3 Queue Call Which is Lost
............................................................................ 1467.1.4 Queue Call Picked Up by Another Agent 1
............................................................................ 1477.1.5 Queue Call Pickup by Non Agent
............................................................................ 1487.1.6 Queue Call Timed Out to Voicemail
..................................................................... 1497.2 Transferring Calls
............................................................................ 1517.2.1 Queue Call Supervised Transfer to Queue
............................................................................ 1537.2.2 Queue Call Supervised Transfer to Agent
............................................................................ 154
7.2.3 Queue Call Supervised Transfer to
Non-Agent
............................................................................ 155
7.2.4 Queue Call Supervised Transfer to Agent in
Same Queue
............................................................................ 1567.2.5 Queue Call Unsupervised Transfer to Queue
............................................................................ 1577.2.6 Queue Call Unsupervised Transfer to Agent
............................................................................ 159
7.2.7 Queue Call Unsupervised Transfer to
Non-Agent
............................................................................ 160
7.2.8 Queue Call Unsupervised Transfer to Agent
in Same Queue
............................................................................ 1617.2.9 Direct Call Supervised Transfer to Queue
To Next Page
Loading...
