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Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
How to use this guide
Introduction
This guide is designed to assist a System Manager in the installation, set up and operation of
Nortel Networks Call Center Reporting.
!
Nortel Networks Call Center Reporting is common to both the Business
Communications Manager 2.5 and the CallPilot 100/150 Call Center systems.
On these platforms the software is simply referred to as Nortel Networks Call
Center Reporting, and this is how it is referenced within this document.
Use this guide as an ongoing reference. This chapter tells you what to expect as you read this
guide and how information in this guide is presented.
How this guide is organized
The Nortel Networks Call Center Reporting Set Up and Operation Guide is organized according
to the following chapters:
How to use this guide — provides a brief overview identifying the organization of this guide.
System Overview — describes the overall functionality of Nortel Networks Call Center
Reporting, provides a package checklist and explains the software involved.
Installing Nortel Networks Call Center Reporting — describes installation prerequisites
and how to install the Nortel Networks Call Center Reporting Master Client and the Nortel
Networks Call Center Reporting Multiple Client software. This chapter also provides diagnostic
and recovery procedures for problems that might occur while setting up and operating Nortel
Networks Call Center Reporting.
Using Nortel Networks Call Center Reporting — describes starting to use Nortel
Networks Call Center Reporting, including Logging In and Out, and the use of the RDB Server.
This chapter also explains the menu options that appear on the PC screen.
Configuring Nortel Networks Call Center Reporting — describes how to enter company
details, how to view, upload and change Line, Skillset and Agent information, and how to assign
Passwords for the Skillsets. This chapter also explains how to set the statistical time bins (for
use in the management reports) and how to change your password.
Wallboards — describes how to configure Nortel Networks Call Center Reporting to drive
Wallboard displays. This chapter also explains the use of Wallboard messages, Wallboard alarms
and Wallboard schedules.
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