Table of Contents
1. Product Overview......................................................................................................................... 3
1.1.
What is ACD Report Server................................................................................................. 3
1.2.
Components of ACD Report Server ................................................................................... 3
1.3.
System Configuration.......................................................................................................... 4
1.4.
User Benefits ........................................................................................................................ 4
2. Installation .................................................................................................................................... 5
2.1.
ACD Report Client................................................................................................................ 5
2.1.1.
Host Requirements........................................................................................................ 5
2.1.2.
Installation Procedure................................................................................................... 6
2.2.
ACD Report Server............................................................................................................... 9
2.2.1.
Connecting the PBX to the LAN................................................................................... 9
2.2.2.
Configuring the IP for Voice Processing System/ ACD Report Server.................... 9
2.2.3.
Start the ACD Report server Client application ......................................................... 9
2.2.4.
Connect the ACD Report Server to the PBX............................................................. 10
2.3.
PBX Settings....................................................................................................................... 12
2.3.1.
How to configure the CTI Link Card .......................................................................... 12
2.3.2.
How to Configure ICD Groups ................................................................................... 12
2.3.3.
How to Configure CO lines......................................................................................... 13
2.3.4.
How to Configure Extension Lines............................................................................ 13
2.4.
Voice Mail Settings............................................................................................................. 13
2.5.
limitation for PDN/SDN feature ......................................................................................... 13
3. Utilization of Counters and Reports......................................................................................... 14
3.1.
Customizing Counters....................................................................................................... 14
3.2.
Creating Reports ................................................................................................................ 17
3.3.
Other Useful Features........................................................................................................ 20
4. Guidelines for Operation ........................................................................................................... 22
4.1.
Client Connection to the Server ....................................................................................... 22
4.2.
Database Backup ............................................................................................................... 22
4.2.1.
Client Database Backup.............................................................................................. 22
4.2.2.
Server Database Backup ............................................................................................ 22
5. Known Issues and Limitations ................................................................................................. 23
5.1.
General ................................................................................................................................ 23
5.2.
ACD Report Client Installation.......................................................................................... 23
5.3.
Customer Data and Agents Data ...................................................................................... 23
5.4.
ACD Monitor ....................................................................................................................... 23
5.5.
Performance Graphs.......................................................................................................... 23
5.6.
ACD Reports ....................................................................................................................... 24
5.7.
Call Log ............................................................................................................................... 24
5.8.
Agent Log............................................................................................................................ 24
5.9.
Others.................................................................................................................................. 24
6. Frequently Asked Questions .................................................................................................... 26
Содержание KX-NCV200
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