Ericsson CALL CENTRE SUPERVISOR Скачать руководство пользователя

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EN/LZTBS 102 063/S R2C

Communication is our business

Ericsson’s 100,000 employees are active in more
than 130 countries. Their combined expertise in
fixed and mobile phones and infocom systems
makes Ericsson a world leading supplier in tele-
communications.

Ericsson’s Information on demand Database can
be addressed at:

http//www.ericsson.com

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Ericsson Austria AG
Pottendorfer Strasse 25 - 27
A-1121 Vienna, Austria
Tel43-1-81 100-5450
Telefax:

+43-1-81 100-5437

Содержание CALL CENTRE SUPERVISOR

Страница 1: ...businessphone it s your business Installation Guide CALL CENTRE SUPERVISOR Standard Edition Call Centre Management ...

Страница 2: ...ice ERICSSON MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABIL ITY AND FITNESS FOR A PARTICULAR PURPOSE Ericsson shall not be liable for errors con tained herein nor for incidental or consequential damages in connection with the furnishing performance or use of this material Microsoft and Microsoft Logos are registered tr...

Страница 3: ...ti line multi colour on line messaging Reports Flexible and efficient management The BusinessPhone Call Centre Supervisor Standard version 2 continuously receives real time call event data from the exchange and monitors displays and records the activities of the BusinessPhone ACD facility Data is processed and used to provide a real time display of ACD and Agent resources with up to date statistic...

Страница 4: ... HOFRPH WR WKH XVLQHVV3KRQH DOO HQWUH 6XSHUYLVRU BusinessPhone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2C iv ...

Страница 5: ... DUGZDUH 5HTXLUHPHQWV Exchange Requirements 13 Computer Requirements 13 DVLF 6RIWZDUH 5HTXLUHPHQWV 3 QVWDOODWLRQ 3URFHGXUHV Serial Ports 16 Exchange to PC Connection 16 Adaptation Unit 16 System Printer 16 SSOLFDWLRQ 6RIWZDUH QVWDOODWLRQ Borland Database Engine DBE 17 BusinessPhone Call Centre Supervisor 20 Upgrade Database from CCS V1 x to CCS V2 x 24 Restart the System 26 3RVW QVWDOODWLRQ RQILJX...

Страница 6: ...y Units 38 QVWDOOLQJ D LVSOD 8QLW Serial Connection 40 Connecting Multiple Units 42 LVSOD 8QLW RQQHFWLRQ Management Functions 44 GGLQJ D 1HZ LVSOD 8QLW Display Unit Name 45 Display Unit Type 46 Comm Device 46 Baud Rate 47 Address 47 Changing Connection Parameters 47 Testing Connections 48 Deleting a Connection 48 DL20 Single Colour Information Display 49 DL20 Multicolour Information Display 50 DB3...

Страница 7: ...lay Units 54 Missing ACD Queues or Agent Groups 55 Database Problems 55 No Data in Reports 56 Wrong Scheduled Actions 56 QVWDOODWLRQ SSHQGL Connection between PC and Exchange 57 Connection between PC and Display Unit 58 Settings In BusinessPhone Exchange for Call Centre Supervisor 59 Cable Connection Between the BusinessPhone Exchange and PC 59 ...

Страница 8: ...7DEOH RI RQWHQWV BusinessPhone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2A viii ...

Страница 9: ...d instructions given in the User s Guide KDW V QHZ LQ 5HOHDVH Combined Installation Setup In the past there were two different versions existing CCS V1 x BusinessPhone 150 Windows for Workgroups 3 11 CCS V2 x BusinessPhone 50 250 Windows 95 Now CCS 2 4 includes both an updated version of CCS 1 6 and an updated ver sion of CCS 2 3 In addition CCS 2 4 supports BusinessPhone 150 as well as Busi nessP...

Страница 10: ...d the screen version have the same approved content but with specifically designed layout depending on whether the documentation is used to make paper print outs or only to view the documentation on screen Therefore you are prompted to choose between these two possibilities All documentation is stored in the Acrobat PDF Portable Printer File format on the CD ROM The tool for displaying PDF files A...

Страница 11: ...he setup will install a plug in for the Acrobat Reader The plug in creates a start button in the toolbar of the Acrobat Reader With this button it is possi ble to return alway to the start page of the documentation by clicking on the but ton Additionally the setup creates a new entry in the program group for quick and easy starting of the documentation directly from your PC anytime you want Dimens...

Страница 12: ...2B 12 Standard PC Specification for Using Documentation on CD ROM 100 IBM compatible PC CPU 486 DX2 66 MHz processor 8 MB RAM 16 MB recommended Bus mouse SVGA video card non interlaced with at least 1 MB of memory Colour monitor with 800 600 or higher resolution and True colours 1 CD ROM drive Sound card recommended ...

Страница 13: ...CSI or IDE 1 standard serial port for connection to exchange 1 parallel port for the adaptation unit and system printer SVGA video card non interlaced with 1 MB of memory Colour monitor with 800 600 or higher resolution and 16 colours 1 inkjet or laser printer 1 CD ROM drive Note If the basic system is to be enhanced with Information Display Units then additional serial ports will be required Cert...

Страница 14: ...ge by means of commands see Settings in Business Phone Exchange for Call Centre Supervisor Line Driver Where the distance between PC and exchange exceeds 15 metres a line driver or short haul modem must be incorporated in the link Follow the manufacturer s instructions for setting up and connecting the line driver The line driver chosen should ideally have a selectable baud rate to allow for any r...

Страница 15: ...ack the packed software create directories and aimed INI files Windows for Workgroups 3 11 or REG files Windows 95 as required The application requires the Borland Database Engine and Crystal Reports v4 0 v5 0 for CCS V2 x runtime The Borland Database Engine is provided on the CD ROM and has to be installed manually before installing CCS software The required Crystal Reports software is automatica...

Страница 16: ...C Manufacturer should be carried out to ensure the correct functioning of the PC and the monitor 6HULDO 3RUWV Serial ports should be set up as COM1 and COM2 The CCS setup program will allow you to choose which of the available COM ports the connection to the ex change should use FKDQJH WR 3 RQQHFWLRQ All cables and link hardware should be checked for correct functioning before in stallation Good q...

Страница 17: ...ive If the Autostart function of your operating system is activated a special pro gram called Introsequence will start automatically It the Autostart function is not active or not available Windows 3 x dou ble click the filename INTROCCS EXE in the root directory of the CD ROM in your MS Explorer or File Manager When the loading procedure of the CCS Introsequence is finished you will see a menu fr...

Страница 18: ...s requested as necessary When the BDE installation has finished install the CCS Note We recommend that you accept default options when choosing directory path names as this makes the post installation process much easier How ever you may install the BDE to any directory you wish If you do not ac cept default parameters you must make a note of any non default settings for later use The following Di...

Страница 19: ... SSOLFDWLRQ 6RIWZDUH QVWDOODWLRQ BusinessPhone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2B 19 ...

Страница 20: ... S R2B 20 XVLQHVV3KRQH DOO HQWUH 6XSHUYLVRU To install the CCS application software Click on install software Click on install ccs standard The installation wizard will be opened Follow the instructions of the installation wizard The CCS application uses a normal Windows Install Shield Wizard to direct in stallation ...

Страница 21: ...when choosing directory path names as this makes the post installation process much easier How ever you may install the CCS to any directory you wish If you do not ac cept default parameters you must make a note of any non default settings for later use COM1 is the default serial port for connection to the exchange but you may choose COM2 if you wish If you use COM1 for the serial port you may not...

Страница 22: ...ssary you may step back to previous dialogs to change settings To step back click Previous on the current dialog You will also be prompted to read Installation Notes and Readme files during in stallation You may choose to either view the files when the prompt is shown or continue installation without viewing the files If you choose to skip viewing the files and have not previously read the files y...

Страница 23: ...to the section Upgrade Data base from CCS V1 x to CCS V2 x on page 24 8SJUDGLQJ IURP 6 9 If you perform an upgrade from a version between CCS V2 0 and 2 3 to CCS V2 4 you need to install the program files only The database with the customer s daata will be migrated automatically Select the path where the Database configuration file IDAPI CFG shall be in stalled directory where you have installed t...

Страница 24: ...NVERT EXE If you have to reload the CCS data files for any reason you may wish to run the conversion again If you are performing a new installation or just upgrading a CCS system from V2 x you may click on No and proceed with the instructions Re start the System on page 26 Start the Converting Program Click the START button and conversion will start This may take some time a progress gauge informs...

Страница 25: ...ocation If the CCS V1 x Database is not found a warning message will be displayed and you have to enter the correct path name of the DATA directory for Version 1 x of the CCS Note CCS V2 x uses a slightly different directory structure to CCS V1 x This means that you can install CCS V2 x on a PC with CCS V1 x already hav ing been installed All data and programs of CCS V1 x will be safe Noth ing wil...

Страница 26: ...se to complete the Conversion Restart the System At the end of the CCS setup CCS V1 x and CCS V2 x with or without Database upgrade you will be asked if you want to restart your computer or continue with out restarting Important If you chose the defaults Restart your computer and follow the instructions in the Initial Startup section ...

Страница 27: ...hone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2B 27 If you have not chosen the default directories then Do not restart your computer Instead follow the instructions in the Post Instal lation Configuration section ...

Страница 28: ...n the CCS Aliases are used when building path names for data files An Alias is another name given to pre set file paths names that the application uses By using aliases changes to directory structures and directory names can be accommodated very easily However if the aliases have the wrong path name then the CCS will not be able to find data files and will not function When defaults are chosen dur...

Страница 29: ...eld is and how the utility expects you to enter data and acknowl edge changes The following list identifies all of the Aliases required by the System The in each alias must be set with the absolute path name that defines the correct data files directory When the utility starts the Drivers page is displayed as the default page CCAppConfig data config CCAppHistoric data historic CCAEventProc data sc...

Страница 30: ... 30 Click the Aliases tab to open the Aliases page The page comprises a list of all current Aliases on the left of the page and the cur rent alias parameters for the selected Highlighted Alias on the right of the page Editing Alias parameters is carried out directly in the parameter fields on the right side of the page ...

Страница 31: ...drive letter and the directory name the CCS was installed into for example D CCS DA TA CONFIG If you used another directory name such as C MIS then you would have to set the same alias to c mis data config Important It is extremely important to be careful when changing aliases as any mis take will cause the CCS to fail 3DUDGR ULYHU If necessary you will be required to set the Paradox Driver NETDIR...

Страница 32: ...hich automatically starts the whole of the CCS including the Call Processor the report and display unit programs We recommend that you move this icon and place it in the Start Up group of the PC Then whenever the PC is started the CCS will start automati cally If you choose not to install the Begin CCS program in the start up group you must inform the Users that they should always start the CCS by...

Страница 33: ...unction only available in CCS V2 x Click on Call Processor on the Windows taskbar by using the right mouse button The Link Status will be displayed Time Date Format It is strictly recommended to set up the time and date format of your operating system in the following format Time HH MM SS e g 17 04 34 Date DD MM YY e g 02 03 98 for March 2 1998 Make sure that you have configured 4 digits for the Y...

Страница 34: ... functions can be found in the CCS Us er s Guide 6WDUW 8S When the CCS starts up the Log On dialog will be displayed To Log on you must enter the default system user name and password which is configured by de fault during installation No other User exists in the CCS at this time The default user is systemuser with a password of systemuser 0LQLPXP RQILJXUDWLRQ The minimum configuration to ensure c...

Страница 35: ...sgned will see the respective language only after the log on sequence Following languages are available QVWDOOLQJ DQJXDJH LOHV Following procedure is only valid for CCS V2 x If you want to update an older CCS version please read the corresponding readme file Click on install software In the following menu click on update ccs with language files By clicking on the update ccs with language files but...

Страница 36: ... setup exe The setup file will install the language DLLs and the localised Help file Reboot your system After restarting the ccs system you will be able to create new users and to assign them one of the previously installed language To create new users see the user s guide under Adding a new User in chapter 2 Make sure that you have been logged on to the system as systemuser for creating new users...

Страница 37: ... the type of unit connected and the transfer band rate Note At present it is only possible to connect Display Units that use the same driver to the same chained link If more Display Units than can be supported by a single link are to be con nected or if Display Units using different drivers are to be used it may be necessary to add extra serial ports to the CCS PC The CCS can address any board on ...

Страница 38: ...lours The DB320 Single colour is a single sided display with 3 lines Each line has 20 alphanumeric characters using red light emitting diodes The DB320 Multicolour is a single sided display with 3 lines Each line has 20 alphanumeric characters using light emitting diodes The DB320 Multicolour uses a combination of red green or amber colours The DB816 Multicolour is a single sided display with 8 li...

Страница 39: ...d to interface with ACD type systems The casing is made from industrial aluminium painted with a polyester powder paint It has M6 nut inserts on top and at the back for wall mounting or ceiling suspension The power supply is built internally into the casing Each display is supplied with installation directions and mounting details Each display is indi vidually tested under ISO 9001 conditions in t...

Страница 40: ... the brackets at the selected location and carefully slide the display unit between the two protruding flanges With two screws provided attach the display to the brackets Tighten the screws and adjust the viewing an gle of the display so as to achieve maximum visibility see also Installation Appendix 6HULDO RQQHFWLRQ Connection of the serial link to the Information Display is via a female 3 5mm st...

Страница 41: ...splay to the centre ring of the 3 5mm plug Connect the other end to PIN 2 of DB25 connector 25 way D Type Connector 9 way D Type Connector Connect the sleeve pin of the 3 5mm plug to the cable shield Connect the other end of the shield to PIN 5 of the DB9 connector Connect the data out signal from the display to the tip of the 3 5mm plug Con nect the other end to PIN 2 of DB9 connector Connect the...

Страница 42: ...ket adjacent to the power connector and enables you to set an address for the associated unit When the Display Unit is powered up it reads the network address from the switch module Addresses are set by setting the required values on the two rotary switches of the address module An address can be any value between 01 and 99 and each display in the network should have a different address number The...

Страница 43: ... out via the Display Unit Connec tion Dialog Only the System User and Users that are allowed access to the Dis play Unit Connection menu are able to carry out Information Display Unit Connection functions The Display Unit Connection Dialog is ac cessed by clicking the Connections item in the System menu or pressing Alt S C W or clicking the Connections button on the System toolbar The Display Unit...

Страница 44: ...inessPhone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2B 44 0DQDJHPHQW XQFWLRQV The four control buttons situated at the bottom right of the page provide access to Test New Edit and Delete function ...

Страница 45: ...the following parameters Display Unit Name Display Unit Type Device The device that the Display Unit is connected to Baud Rate Display Unit Address After all parameters have been correctly set the connection is added by clicking OK LVSOD 8QLW 1DPH Each Display Unit must be assigned a unique name When adding a new Display Unit a warning will be displayed if you enter a name that is already in use O...

Страница 46: ...y COM port that is not listed is not available If you are adding a new physical Display Unit Select the COM port that the new Display Unit is connected to If you are adding a new Screen Display Unit Select Screen Note It is necessary that the correct Comm Device setting is selected with ref erence to the Display Unit type Making conflicting selections will result in a warning message advising you ...

Страница 47: ...ich is unique for the COM or GUI de vice they are connected to Enter an address in the Address field When adding physical Display Units the address entered must match the actual setting of the Display Unit itself If you enter an Address that is already used by Display Units already configured on the selected Comm Device a warning dialog is displayed and an unused ad dress is entered in the Address...

Страница 48: ...o test in the grid Click the Test button An information window on the PC will inform you that a message will be dis played on the selected Display Unit momentarily The system takes the first configured message and attempts to display it imme diately on the selected Display Unit If there are no messages configured then the test cannot be made HOHWLQJ D RQQHFWLRQ To delete a connection simply select...

Страница 49: ...8 kg Dimensions 964 L x 155 H x 75 D L e d diameter 5 mm Character height 50 mm Memory capacity 6 k Power consumption 30 W Power supply type 220 V 60 Hz or 110 V 60 Hz MTBF average of the LED 50 000 hours RFI In accordance with EN6950 EMC In accordance with EN50081 1 1992 EN50082 1 1992 Communication RS232 RS485 is also an option The possibil ity of networking and addressing Individual DL20 s in m...

Страница 50: ... connection of plug Weight 8 kg Dimensions 964 L x 155 H x 75 D L e d diameter 5 mm Character height 50 mm Memory capacity 6 k Power consumption 50 W Power supply type 220 V 60 Hz or 110 V 60 Hz MTBF average of the LED 50 000 hours RFI In accordance with EN6950 EMC In accordance with EN50081 1 1992 EN50082 1 1992 Communication RS232 RS485 is also an option The possibility of networking and address...

Страница 51: ...ion of plug Weight 15 kg Dimensions 964 L x 341 H x 75 D L e d diameter 5 mm Character height 50 mm Memory capacity 6 k Power consumption 90 W Power supply type 220 V 60 Hz or 110 V 60 Hz MTBF average of the LED 50 000 hours RFI In accordance with EN6950 EMC In accordance with EN50081 1 1992 EN50082 1 1992 Communication RS232 RS485 is also an option The possibili tyof networking and addressing Ind...

Страница 52: ...ection 5 pin cannon for connection of plug Weight 15 kg Dimensions 964 L x 341 H x 75 D L e d diameter 5 mm Character height 50 mm Memory capacity 6 k Power consumption 130 W Power supply type 220 V 60 Hz or 110 V 60 Hz MTBF average of the LED 50 000 hours RFI In accordance with EN6950 EMC In accordance with EN50081 1 1992 EN50082 1 1992 Communication RS232 RS485 is also an option The possibil ity...

Страница 53: ... in staller asked to confirm At this point the installer can choose COM2 After installation if you wish to change the comm port that the VxD uses you must edit the SYSTEM INI file The information is placed in the Ericsson sec tion which is identified as EricssonBP250 Immediately after the installation this section will be found at the end of the INI file There are four entries in the section as fo...

Страница 54: ...dware connection of the Dis play Unit Verify the configuration If any of the following pieces of information are incor rect the CCS will not be able to send messages to the Display Unit Type Address Comm Port Baud Rate Data Bits Stop Bits Flow Control Parity To further verify the configuration change the address of the Display Unit to 0 Setting this address causes the Testing message to appear on ...

Страница 55: ...ikely cause will be the alias path names Check and double check the path names entered All the alias path names must be correct a mistake in even one can cause the appli cation to fail Remember also that the failure need not be immediate but only when a specific portion of the application attempts to use the incorrect alias When running the database engine the program uses a series of files to con...

Страница 56: ...he CCS does not know the difference between time after midnight and afternoon If CCS generates Reports for the time 2 00 a m and 5 00 a m instead of between 14 00 and 17 00 empty Reports may result Therefore it is strictly recommended to configure the Windows operating system in 24 hours mode see under Time Date format URQJ 6FKHGXOHG FWLRQV see under No data in Reports and under Time Date format ...

Страница 57: ...ion Guide EN LZT BS 102 063 S R2B 57 QVWDOODWLRQ SSHQGL RQQHFWLRQ EHWZHHQ 3 DQG FKDQJH Note Configure in the BusinessPhone which V 24 port do you have used Use a free V 24 port of CPU D_ or one of AUX board CPU D_ 3 V 24 ports Cable connection V 24 port 0 V 24 port V 24 port 2 ...

Страница 58: ... Guide EN LZT BS 102 063 S R2B 58 RQQHFWLRQ EHWZHHQ 3 DQG LVSOD 8QLW Note The default port for the connection is COM 2 however it is possible to configure any available port for the connection of the Display Unit 20 20 XVLQHVV3KRQH H FKDQJH Cable shipped with Display Unit product ...

Страница 59: ...D I O port for management system 3711 Non ACD Callcode Request Yes No 3712 Display clerical time Yes No 3816 Max queue length Max number of calls in queue 3817 Dynamic queue 3819 No answer time Time before Agent set passive 3820 Clerical time 3821 ID code required Yes à PIN code 3822 Call Code required Yes No 3824 ACD re route position Overflow answer position 3828 Enter multiple callcode during c...

Страница 60: ...L BusinessPhone Call Centre Supervisor Standard Installation Guide EN LZT BS 102 063 S R2B 60 Connection between the BusinessPhone exchange s V 24 port CMU or AUX unit and PC COM port Use max 15 m then use a line driver ...

Страница 61: ... mobile phones and infocom systems makes Ericsson a world leading supplier in tele communications Ericsson s Information on demand Database can be addressed at http www ericsson com Subject to alteration without prior notice This is a part of FAS BS 203 01 CD R3C Ericsson Austria AG Pottendorfer Strasse 25 27 A 1121 Vienna Austria Telephone 43 1 81 100 5450 Telefax 43 1 81 100 5437 ...

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