Nortel Call Center Supplementary Manual

Also see for Call Center Telephone: Administration guide Set up and operation guide Set up and operation guide Installation and Maintenance

Contents

Nortel Call Center Supplementary Manual Manual pdf 9 page image

Introduction 5Issue 03 (02) Upgrading from Call Center Reporting to Reporting for Call CenterIntroductionUpgraded Product ArchitectureNortel Networks Reporting for Call Center has undergone several major changes from previousversions of Nortel Networks Call Center Reporting 2.5/3.0/3.5. The following sections list somemain differences between the upgraded architecture and the previous versions.For a full description of the upgraded features of Nortel Networks Reporting for Call Center,refer to the Reporting for Call Center Setup and Operations Guide.Upgraded Browser-Based InterfaceNortel Networks Reporting for Call Center is a reporting tool for the Call Center. It has abrowser-based interface, visually similar to the Call Pilot Manager. As with the Call Pilotinterface, it is accessed from an Internet Explorer browser session.Upgraded Web Host PC softwareNortel Networks Reporting for Call Center has a single software installation on one PersonalComputer (PC). This PC is the Web Host PC, which functions similarly to the Master PC in theformer Nortel Networks Call Center Reporting 2.5/3.0/3.5 streams.The Web Host PC stores the historical statistical databases. It is connected to the Call Center toobtain the historical statistical information and Real Time screen information.The wallboards are also driven from the Web Host PC.Upgrade! No Multiple Client software to installIn the Nortel Networks Reporting for Call Center streams, the customer had to install ‘MultipleClient’ software onto other PCs to view the Real Time screens or Reports.With Nortel Networks Reporting for Call Center, the users of those other PCs use InternetExplorer to browse back to the Web Host PC to access the Real Time screens and Reports.No Client software is now required for the other PCs.Upgrade! No Upload of Call Center ConfigurationIn the Nortel Networks Call Center Reporting 2.5/3.0/3.5 streams, the customer had to upload theCall Center configuration to view the Agent, Line, and Skillset names in the Reports and RealTime screens. If the Call Center configuration was modified, the Configuration Upload step hadto be performed again.Nortel Networks Reporting for Call Center automatically obtains the information it needs for theReal Time screens and Reports from the Call Center, and it does not need to store a copy of theCall Center configuration.2