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Table of Contents Table of Contents How to use this guide........................................................................ 3 Introduction .............................................................................................................3 How this guide is organized....................................................................................3 System Overview ............................................................................... 4 Introduction ...........................
How To Use This Guide 3 How to use this guide 1 Introduction This guide is designed to assist a System Manager in the installation, set up and operation of Nortel Networks ipView Software Wallboards. 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.
System Overview System Overview 2 Introduction Nortel Networks ipView Software Wallboard is a Windows® software application that provides a software based IP enabled wallboard on the PC desktop of Call Center Agents. Nortel Networks ipView Software Wallboard is often referred to as the ipView SoftBoard. Overview Call Center Statistics and Messages from the Nortel Networks Call Center Reporting application are displayed in Real Time on the ipView SoftBoard.
System Overview 5 For example, you may have your Nortel Networks Call Center Reporting application operating in the French language, and have a mixture of English speaking and French speaking Agents. You could install a mixture of ipView SoftBoards, in English and French, amongst your Call Center Agents, as appropriate.
Installing ipView Installing ipView 3 Installation of the ipView Software Wallboard You can install the ipView SoftBoard onto any PC Desktop that is connected via the network to the Nortel Networks Call Center Reporting Master Client PC, with the TCP/IP protocol. Note that you can have the ipView SoftBoard operating in English, French, Spanish, Italian or German. It does not have to operate in the same language as the Nortel Networks Call Center Reporting MIS.
Installing ipView 7 9. Several progress bars appear as the installation routine prepares itself. Presently the Nortel Networks ipView SoftBoard language selection dialog appears. Select the language you wish to install, and then click OK. 10. The ipView Splash Screen and the Welcome screens appear. 11. The Choose Destination Location window appears. 12. Click Next to accept the default location. To change the folder location, click Browse, choose another folder location and then click Next. 13.
Using ipView 4 Using ipView Starting the ipView SoftBoard Double-click on the ipView icon on the PC desktop. Short View The ipView window will appear. The first time you start ipView it will open in its default view, which is the Short View (Diagram 1). Diagram 1: ipView First Time Start Up ! Note that each time you start ipView the parameter values will be blank until ipView has received some data from Nortel Networks Call Center Reporting or another ipView SoftBoard which is echoing to yours.
Configuring ipView 9 Diagram 2: Typical ipView Display. To better understand what the abbreviations represent, point to one of the abbreviations and you will see a ‘tip’. See Diagram 3. Diagram 3: Short View With a ‘Tip’ If the System Manager of the Nortel Networks Call Center Reporting has set a threshold for any of the parameters which are being displayed on your copy of ipView and one of those parameters exceeds that threshold, the parameter value will be displayed in blinking red.
Using ipView Diagram 4: Short View with a Parameter value in Alarm. Shutting Down ipView To shut down ipView, left-click with the mouse on the button top-right in the ipView window, as shown in Diagram 5. Diagram 5: ipView Close Button. You will be presented with a small dialog box asking you to confirm that you wish to close down your copy of ipView, as shown below in Diagram 6. Diagram 6: Confirm Close dialog. Click on OK to close ipView, or click on Cancel to leave ipView running.
Configuring ipView 11 Long View You can set ipView to operate in another view, called Long View. In Long View the two-letter abbreviations for the parameters are replaced by longer descriptions. When you first start to use ipView you may find it convenient to use the Long View until you become familiar with the parameters that are being sent to you from the Nortel Networks Call Center Reporting. To select Long View, right-click in the ipView window and a small menu will appear. See Diagram 7.
Using ipView Diagram 9: Long View with a Parameter in the Alarm State Message View If Nortel Networks Call Center Reporting sends a message to the ipView SoftBoard it is displayed in the Message View window. See Diagram 10. (Message View windows will appear whether ipView is currently in Short View or Long View.) Diagram 10: Short View with a Message View window.
Configuring ipView 13 The Message View window will be automatically removed when the message has been displayed for a short period. Parameter View By clicking with the left mouse button on one of the parameter values (that is, on the digits not the abbreviation or description) the Parameter View window will be activated. This will display the chosen parameter value in a large font so that an important parameter can be more easily monitored by a busy Agent.
Using ipView As each minute passes a new column will be added to the right hand end of the graph representing the minute which most recently expired. Previous columns will move to the left to make room for the new column. Diagram 12 shows History View graph with ipView in Short View. (Of course, the History View window can be activated in either Long View or Short View.) Diagram 12: History View with ipView in the Short View.
Configuring ipView 15 The Summary View window will display itself whenever a summary is received from the Nortel Networks Call Center Reporting application, whether ipView is in Long View or Short View. Diagram 13: Montage of Summary Graphs with ipView in Short View. There is no need to manually close the Summary View. Once the final graph has been displayed for a short period the Summary View will be closed automatically. ! Note that the parameter values are removed for the duration of the summary.
Using ipView Diagram 15: Tooltray Menu. Re-play Summary Selecting this option causes the Re-play Summary sub-menu to appear, as shown in Diagram 16. Diagram 16: Re-play Summary sub-menu. These options allow you to re-play the most recently received summary. You can choose to view All of the graphs again, or just select to re-play a single graph of interest, either: Incoming, Outgoing, Abandoned or Grade of Service.
Configuring ipView 17 Diagram 17: ipView About Box ! In order for the System Manager to configure your copy of ipView within Nortel Networks Call Center Reporting, they will need to know the IP Address of your PC. The ipView About box provides a simple and quick way of discovering your IP Address. Close ipView Selecting this option starts the shut-down process, in exactly the same fashion as if the button top-right on the ipView window had been clicked. (See Shutting Down ipView, page 10).
Configuring ipView Configuring ipView Introduction Many of the properties of ipView can be changed or customized, and ipView will remember the settings you have changed and will use these the next it is started. The settings and options are all located within the ipView Configuration property Pages. Accessing the Configuration Property Pages To access the Configuration Property Pages, right-click in the ipView window and a small menu will appear. See Diagram 18.
Configuring ipView 19 The Echoing Tab groups together the options which control the echoing of the received data to other wallboards. View Tab The View Tab is shown below, in Diagram 19. Diagram 19: Configuration – View Tab. View Options ipView can be viewed either in Short View or Long View. In Short View abbreviations are used to display the parameter identity and in Long View more complete text descriptions are used to display the parameter identity.
Configuring ipView You can choose which view you prefer ipView to start up in each time ipView is launched. To have ipView start up in the Short View, click the Short View option radio button. To have ipView start up in the Long View, click the Long View option radio button. Always On Top Options When you have several programs running on your desktop their windows will overlap so that only a portion of some windows will be visible, because other windows are ‘in front’ or ‘on top’ of them.
Configuring ipView 21 Graphing Tab The Graphing Tab is shown below, in Diagram 20. Diagram 20: Configuration – Graphing Tab. Trend Graph Colours The colours used in the History View trend graph for the Maximum and Minimum portions of the histograms can be defined. The colours currently being used are displayed. To specify the colour used for the Minimum portion of the trend graph columns, click on the Change button beside the Minimum Colour option.
Configuring ipView Summary Options Display Range Summaries can be configured to show the previous 12 hours or the previous 24 hours. Select either 12 Hour or 24 Hour from the Display Range drop-list. Re-play Duration The most recent summary can be replayed by right-clicking on the ipView icon in the tooltray, and selecting the Re-play Summary option. When you select to Replay All, the Incoming Summary, Outgoing, Abandoned and Grade of Service summaries are displayed in turn.
Configuring ipView 23 If you select the Sound File option, the Alarm File and Summary File Browse buttons become active. They become inactive if the Default Bleep option is selected. When the Sound File option is selected the Browse buttons can be used to browse your hard disk to select a sound file (.WAV) that you wish to use as the Alarm or Summary audible alert.
Configuring ipView Echoing Tab The Echoing Tab is shown below, in Diagram 21. Diagram 21: Configuration – Echoing Tab Data Echoing Options The ipView running on one computer can be configured to send any information it receives to other copies of ipView running on other computers, or to ipView physical (hardware) wallboards. This is called ‘echoing’. There is no limit to the number of copies of ipView (or ipView physical wallboards) that can be echoed to.
Configuring ipView 25 To configure ipView to echo to other wallboards, click the Send to other wallboards option checkbox, to place a tick in the checkbox. (When this option is checked, the Data Echoing IP Address List and its Add and Remove buttons become active.) Port Number You will not normally need to change this value. This is the Port number on which the ipView software will listen for incoming data, and which it uses to echo to other wallboards.
Configuring ipView Index . .
Index 27 System Overview, 3, 4 T TCP/IP protocol, 5, 6 Tip, 9 Tooltray, 15, 22 Issue 04 Tooltray Icon, 15 Tooltray Menu, 15, 16 V View Tab, 18, 19 Nortel Networks ipView Software Wallboard Set Up and Operation Guide
