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System Overview
Issue 07 Nortel Networks Call Center Reporting Set Up and Operation Guide
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System Overview
Introduction
Nortel Networks Call Center Reporting is a Windows® software application that provides Real
Time statistics and comprehensive management information on the day-to-day performance of
your Business Communications Manager 2.5 or CallPilot 100/150 Call Center system.
!
Within this document the phrase ‘the Call Center platform’ is used to refer to
either the Business Communications Manager 2.5 or the CallPilot 100/150
hardware, and the phrase ‘the Call Center’ is used to refer to the Call Center
application running on that platform. The platforms are only referenced
specifically by name in areas of this document describing the installation of the
Call Center Reporting application software, on Pages 13, 14, 17 & 18.
Nortel Networks Call Center Reporting helps you manage the peaks and troughs in call traffic.
The following Real Time information is available:
• Call waiting times
• Queue length (that is, the length of the queue of calls waiting to be answered in your
Skillset).
• Agent status
Nortel Networks Call Center Reporting:
• Provides a comprehensive range of management reports that has information critical
for accurate business planning
• Has the ability to support multiple Wallboards which can be individually configured
to display the information that the agents require
System software
The software that sends data to Nortel Networks Call Center Reporting is integral to the Call
Center and the Call Center platform. The Nortel Networks Call Center Reporting software has
two separate components: the user interface (known as the Graphical User Interface or GUI) and
the RDB Server.
The user interface is used to configure Nortel Networks Call Center Reporting and to view the
management information.
One PC on your network must be running the Nortel Networks Call Center Reporting Master
Client software (known as the Master Client). This is the PC which communicates with the Call
Center application. The Master Client PC gathers information (called event data) from the Call
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